ESBD_427806_1755117923749_RFP HHS0015514_Eligibility Support Services.pdf

RFP No. HHS0015514 Page 1 of 47 Version 2.30 Revision Date 4/28/2025

Cecile E. Young, Executive Commissioner

Request for Proposals (RFP) for

Eligibility Support Services

RFP No. HHS0015514

Date of Release: August 13, 2025

Responses Due: See Section 3.1, Schedule of Events

NIGP Class/Item Codes

915-20 Call Center Services 915-57 Mailing, Postage and Shipping Services, Electronic 915-58 Mailing Services: Addressing, Collating, Packaging, Sorting and Delivery 920-22* Data Preparation and Processing Services, Including Bates Coding *Automated Information System (AIS)

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Table of Contents Article I. Executive Summary, Definitions, and Authority

1.1 Introduction

1.2 Definitions

1.3 Authority

Article II. Scope of Work

2.1 Description of Services

2.1.1 Key Performance Requirements and Associated Remedies

2.2 Contract Award, Term, and Historical Compensation

2.2.1 Contract Award and Execution

2.2.2 Contract Term

2.2.3 Historical Compensation

2.3 Data Use Agreement and Security Privacy Inquiry

2.4 No Guarantee of Volume, Usage, or Compensation

2.5 Governmental Entities

Article III. Administrative Information

3.1 Schedule of Events

3.2 Ambiguity, Conflict, or Discrepancy

3.3 Inquiries

3.3.1 Sole Point of Contact

3.3.2 Prohibited Communication

3.3.3 Exception to Sole Point of Contact

3.3.4 Solicitation Questions

3.4 Pre-Proposal Conference

3.4.1 Attendance

3.4.2 Conference Logistical Information

3.4.3 Questions at Pre-Proposal Conference

3.5 Solicitation Response Composition

3.5.1 General Information

3.5.2 Page Limit and Supporting Documentation

3.5.3 Discrepancies

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3.5.4 Exceptions

3.5.5 Assumptions

3.5.6 Binding Offer

3.6 Solicitation Response Submission and Delivery

3.6.1 Deadline

3.6.2 Submission Options

3.6.3 Submission Checklist

3.6.4 Labeling and Delivery for USB Submission and Other Materials

3.6.5 Modifications and Withdrawals

Article IV. Solicitation Response Evaluation and Award Process

4.1 Conformance with State Law

4.2 Best Value Determination

4.2.1 Selection Methodology

4.2.2 Minimum Qualifications

4.2.3 Initial Compliance Screening

4.2.4 Written Solicitation Response Evaluation

4.2.5 Written Response Evaluation Criteria

4.2.6 Advancement Criteria

4.2.7 Best and Final Offer (BAFO)

4.2.8 Final Written Response Score

4.2.9 Summary of Best Value Determination

4.3 Questions or Requests for Clarification

Article V. Narrative Proposal

5.1 Narrative Proposal

5.1.1 Executive Summary

5.1.2 Project Work Plan

5.1.3 Staffing Plan

5.1.4 Draft Business Operations Plan

5.1.5 Draft Transition Plan

5.1.6 Draft Training Plan

5.1.7 Draft Disaster Recovery and Business Continuity Plan

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5.1.8 Draft Risk Management Plan

5.1.9 Draft Communication and Coordination Plan

5.1.10 Draft Quality Management Plan

Article VI. Required Respondent Information

6.1 Company Information

6.1.1 Company Narrative

6.1.2 Company Profile

6.2 Authorization to Conduct Business in Texas

6.3 References

6.4 Major Subcontractor Information

6.5 Affirmations and Certifications

6.6 Other Reports

6.6.1 Dun and Bradstreet Reports

6.6.2 Financial Statements and Financial Solvency

6.6.3 Alternate Report

6.7 Corporate Guarantee

6.8 HUB Subcontracting Plan

Article VII. Cost Proposal

7.1 Cost Proposal

7.2 Financial Requirements

7.3 Financial Operations Plan

Article VIII. General Terms and Conditions

8.1 General Conditions

8.1.1 Changes, Modifications, and Cancellation

8.1.2 Offer Period

8.1.3 Costs Incurred

8.1.4 Contract Responsibility

8.1.5 Public Information Act - Respondent Requirements Regarding Disclosure

8.1.6 Respondent Waiver – Intellectual Property

8.1.7 Standards of Conduct for Vendors

8.1.8 Disclosure of Interested Parties

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8.2 Insurance

8.2.1 Required Coverage

8.2.2 Alternative Insurability

8.3 Protest

Article IX. List of Exhibits, Forms, and Attachments

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ARTICLE I. EXECUTIVE SUMMARY, DEFINITIONS, AND AUTHORITY

1.1 INTRODUCTION

The Health and Human Services Commission (HHSC) seeks qualified Respondents to provide Eligibility Support Services (ESS) to support HHSC’s current eligibility system that offers individuals access to services through a statewide network of eligibility offices, Community Partners, telephone, mail, fax and the internet. ESS must be provided according to the specifications in this Request for Proposal (RFP).

HHSC Procurement and Contracting Services (HHSC PCS) will administer the procurement process for this Solicitation, which includes RFP publication, handling of communications from vendors, as well as managing the receipt of Solicitation Responses for review and evaluation.

To be considered for award, a Respondent must execute Exhibit A, HHS Solicitation Affirmations v.2.7, and provide all other required information and documentation as set forth in this Solicitation.

Information regarding HHSC and its programs is available online and can currently be accessed at https://www.hhs.texas.gov/.

1.2 DEFINITIONS

Refer to Exhibit B, Health and Human Services (HHS) Uniform Terms and Conditions (UTC) – Vendor, Version 3.4, and Exhibit D, Health and Human Services (HHS) Data Use Agreement (DUA)Version 8.5 for additional definitions.

As used in this Solicitation, unless a different definition is specified or the context clearly indicates otherwise, the following terms and conditions have the meanings assigned below:

“Abuse” means practices that are inconsistent with sound fiscal business practices and that result in unnecessary costs.

“Addendum” means a written clarification or revision to this Solicitation issued by HHSC PCS and posted to the Electronic State Business Daily (ESBD).

“Advancement Criteria” means the published criteria for the Respondent to advance to the next phase of evaluation if multiple evaluation methods are utilized.

“Affiliate” means any individual or entity that owns or holds more than a five percent interest in the vendor (either directly or through one or more intermediaries), vendor owns or holds more than a five percent interest (either directly, or through one or more intermediaries), parent entity or subsidiary entity of the vendor, regardless of the organizational structure of the entity, an entity that has a common parent with the vendor (either directly or through one or more intermediaries), https://www.hhs.texas.gov/

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Revision Date 4/28/2025 an entity that directly or indirectly, through one or more intermediaries, controls, or is controlled by, or is under common control with, the vendor; or an entity that would be considered an Affiliate by any Securities and Exchange Commission (SEC) or Internal Revenue Service (IRS) regulation, Federal Acquisition Regulations (FAR) or by another applicable regulatory body.

“Applicant” is a person who makes a formal application for assistance.

“Award Consideration (AC) Documents” means documents Respondent must submit as part of the Solicitation Response to be considered for negotiations or award.

“BAFO” means Best and Final Offer.

“Bonus” includes all forms of compensation outside of a base salary, excluding standard company-wide employee benefits. Bonuses may be immediate or deferred and may be paid directly to the employee or may represent things which are provided to the employee or paid for on the employee's behalf. A non-exhaustive list of Bonus payment examples would include any annual or other performance Bonus payments, any car allowance, the value of company-provided vehicle, any stock or stock options, even if deferred, and the value of any benefits entertainment, travel, memberships, housing, spousal travel or benefits, and other amenities or perquisites) that are in excess of those available on a company-wide basis to all employees.

“Business Day” means any day of the week other than Saturday, Sunday or a State or federal holiday.

“Client” means a person served by or utilizing the services of HHSC.

“CBO” means Community Based Organization; Organization providing assistance to an Applicant applying for and enrolling in state-funded programs by aiding in the application process and seeking answers to case inquiries.

“CCR” means Call Center Representatives.

“CFR” means Code of Federal Regulations.

“CHIP” means Children’s Health Insurance Program.

“Confidentiality Incident” occurs when data or information provided in confidence to the Eligibility Support Services by a Client is disclosed to a third party without the Client’s consent.

“Contract Term” means the period of time beginning with the commencement date or Effective Date of a Contract and ending when the Contract expires in accordance with its terms, or when it has been terminated.

“Corrective Action Plan” or “CAP” means the written plan to correct or resolve a

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Revision Date 4/28/2025 deficiency, incident, or non-performance of requirements and to prevent reoccurrence of such deficiency, incident, or non-performance.

“Community Partner” means the partnerships with community organization to improve delivery and access to State benefit programs.

“Community Partner Program” or “CPP” means the various initiatives aimed at supporting community engagement and assistance between the various local organizations, businesses or individuals to achieve a common goal that benefits the community.

“Competitive Range” has the same meaning as the definition under Title 1 Texas Administrative Code (TAC) Pt 15 Ch 391 Subch A §391.107 (3).

"Disaster” means an occurrence of any kind whatsoever that adversely affects, in whole or in part, the error-free and continuous operation of the systems supporting the Contract, and/or affects the performance, functionality, efficiency, accessibility, reliability, or security of the system. HHSC will determine when unscheduled system Downtime will be elevated to a Disaster status. Disasters may include natural Disasters, human error, crime, intentional torts, hackers, terrorism, computer virus, malfunctioning hardware, electrical supply and/or other similar events.

“Downtime” refers to periods, other than scheduled maintenance periods, when a system is unavailable, or when critical hardware or software components fail and major functional business processes of an application are unavailable to support key functions. All impacts and final classifications are reviewed and approved by HHSC.

“Effective Date” has the same meaning as the definition in Exhibit B, Health and Human Services (HHS) Uniform Terms and Conditions (UTC) – Vendor, Version 3.4.

“Eligibility Support” or “ES” means the support of HHSC programs, such as SNAP, TANF, Medicaid, etc., that may help pay for food, health care, and other basic living expenses.

“Eligibility Support Services” or “ESS” means the services that support the HHSC programs, such as SNAP, TANF, Medicaid, etc., that may help pay for food, health care, and other basic living expenses.

“ESBD” means the Electronic State Business Daily, the electronic marketplace where State of Texas bid opportunities over $25,000 are posted. The ESBD may currently be accessed at https://www.txsmartbuy.gov/esbd.

“Extraordinary Event” means a circumstance in which an event or discrete set of events has occurred or is planned with respect to the operations of the Contractor that results or will result in a change in the scope, nature, or volume of the services that the Contractor will require from HHSC, and which would result in efficiencies, economies, savings, or resource utilization reductions.

https://texas-sos.appianportalsgov.com/rules-and-meetings?$locale=en_US&interface=VIEW_TAC_SUMMARY&queryAsDate=04%2F23%2F2025&recordId=208793 https://texas-sos.appianportalsgov.com/rules-and-meetings?$locale=en_US&interface=VIEW_TAC_SUMMARY&queryAsDate=04%2F23%2F2025&recordId=208793 https://www.txsmartbuy.gov/esbd

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“Expedited” means special, faster processing of SNAP Applicants who qualify for an emergency food allotment, active-duty military members and their dependents applying for medical coverage, and for pregnant women Applicants who qualify for current or ongoing medical coverage.

“Final Written Response Score” refers to the final scoring of the written response as documented in the Solicitation.

“Fraud” means any intentional deception or misrepresentation made by a person, with the knowledge that the deception could result in some unauthorized benefit to that person or some other person. The term does not include unintentional technical, clerical, or administrative errors.

“FTE” means Full Time Equivalents.

“HEART” means the HHSC Enterprise Administration Report and Tracking system.

“HHSC” means the Health and Human Services Commission.

“HHSC PCS” means Procurement and Contracting Services (“PCS”), a division of HHSC.

“HIPAA” means Health Insurance Portability and Accountability Act.

“HUB” means Historically Underutilized Business, as defined by Section 2161.001(2) of the Texas Government Code.

“HUB Subcontracting Plan” or “HSP” means written documentation regarding the use of subcontractors, which is required by Section 2161.252 of the Texas Government Code, for a purchase with an expected value of $100,000 or more when the State agency has determined subcontracting opportunities are probable. The HSP subsequently becomes a provision of the Contract and Contractor’s compliance with the HSP will be monitored during the Contract Term.

“IT Incident” means an unplanned interruption of service or reduction in the quality of service, or a configuration failure that has not yet impacted service, but has the potential to cause a service interruption.

“Interactive Voice Response” or “IVR” means a technology that allows a computer to interact with humans through the use of voice and dual tone multi-frequency input via keypad.

“Inspector General” is the department within HHSC responsible for the prevention, detection, audit, inspection, review, and investigation of Fraud, Waste, and Abuse in the provision and delivery of all health and human services in the state, including services through any state-administered health or human services program that is wholly or partly federally funded.

“Key Dates” means important milestones that mark significant events, decisions, and deliverables.

https://statutes.capitol.texas.gov/Docs/GV/htm/GV.2161.htm#2161.001 https://statutes.capitol.texas.gov/Docs/GV/htm/GV.2161.htm#2161.001 https://statutes.capitol.texas.gov/Docs/GV/htm/GV.2161.htm#2161.252

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“Key Milestones” means timeline for completing the procurement required deadlines.

“Key Performance Requirements” or “KPR” means requirements that rise to a level of a criticality that a failure to meet stated performance results in harm to HHSC and Liquidated Damages apply.

“Key Personnel” means dedicated Contractor staff to fulfill key roles as listed in Section 4.1, Exhibit E, Scope of Work (SOW).

“Liquidated Damages” or “LD” means the amount of compensation for damages entitled to HHSC to be paid by the Contractor.

“Major System Outage” means the cessation of operation of a system or system element caused by a defect or deficiency, which has an adverse impact on the ability to operation or maintain the system.

“Non-Expedited” means any application received that does not fall in the Expedited category.

“Non-Responsive” means noncompliance with a material aspect of the Solicitation resulting in the exclusion of a Solicitation Response from Contract Award consideration.

“PC” means Personal Computer.

“PHI” means Protected Health Information.

“PIA” means Public Information Act of Texas.

“PMO” means Project Management Office.

“Procurement Library” means the repository of additional background information or sensitive non-public information that is made available to Respondents on the ESBD subject to the terms and conditions of this Solicitation. Unless expressly incorporated by reference in this Solicitation, documents in the Procurement Library do not become part of the Contract.

“QA” means Quality Assurance.

“Respondent” means the individual or entity responding to this Solicitation.

“RFP” means Request for Proposals.

“SAO” means State Auditor’s Office.

“SAR” means State Action Request.

“SNAP” means Supplemental Nutrition Assistance Program, (Formerly known as food stamps) under Chapter 33, Human Resource Code.

“Solicitation” means this RFP including all exhibits, attachments, forms, and Addenda, if any.

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“Solicitation Consideration (SC) Documents” means documents that must be submitted by Respondent with the Solicitation Response in order to be considered for evaluation and cannot be resubmitted or have errors remedied after the submission due date and time in the Schedule of Events has passed.

“Special Handling Tasks” means images received from non-TIERS areas or other requests requiring manual printing and forwarding to HHSC.

“Self Service Portal” or “SSP” means a web-based application at YourTexasBenefits.com. It’s available to Applicants and Community Partners helping Applicants to: perform initial self-screening to check for potential eligibility; apply for benefits online; check application status;

check benefit and appointment status; upload supporting documents; make case changes; submit redeterminations; and view general benefit program information.

“State Portal” means the workload management tool. This is a Texas HHSC information resource system that contains State and/or U.S. government information.

“State” means the State of Texas and its instrumentalities, including HHSC and any other State agency, its officers, employees, or authorized agents.

“TAC” means Texas Administrative Code.

“TANF” means Temporary Assistance for Needy Families. The financial assistance program under Chapter 31 of the Human Resource Code.

“Texas Works” or “TW” means the area within HHSC that serves and determines eligibility for the programs of SNAP, TANF, and Medicaid.

“TIERS” means Texas Integrated Eligibility and Redesign System A computer system used to:

store individual and case information; process eligibility determinations for multiple programs based on data provided through direct input and interfaces with other systems; generate benefit issuance; assist users in monitoring and managing workload; and create correspondence and reports based on system-requested and user-requested criteria.

“Transition Phase” means those activities that the Contractor shall conduct between the Effective Date of the Contract and the operational start date.

“Unanticipated Change” means a material change in the technologies or processes available to provide all or any portion of the services that are outside the normal evolution of technology experienced by the services, which was not generally available as of the Effective Date and would materially reduce HHSC's cost of obtaining services.

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“VAR” means Vendor Action Request.

“VPTS” means Vendor Performance Tracking System maintained by the Texas Comptroller of Public Accounts. The VPTS may be currently accessed at https://comptroller.texas.gov/purchasing/programs/vendor-performance-tracking/.

“Waste” means practices that a reasonably prudent person would deem careless or that would allow inefficient use of resources, items, or services. Waste includes incurring unnecessary costs because of inefficient or ineffective practices, systems, or controls.

“WBS” means Work Breakdown Structure. This is a product-oriented compilation of project components that organizes and defines the total scope of the project which includes the anticipated Key Milestones, tasks, Deliverables, resources, and timeline with identified dependencies and successors.

1.3 AUTHORITY

HHSC is soliciting the Services stated in this Solicitation under the authority of Tex. Gov’t Code § 2155.144(a), (b), (b-1)(2).

https://comptroller.texas.gov/purchasing/programs/vendor-performance-tracking/

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ARTICLE II. SCOPE OF WORK

2.1 DESCRIPTION OF SERVICES

Refer to Exhibit E, Scope of Work (SOW).

2.1.1 Key Performance Requirements and Associated Remedies

HHSC will monitor the performance of the Contractor. All Services and Deliverables furnished by Contractor under the Contract shall:

A. Be provided in a manner consistent with the standards of quality and integrity outlined in the Contract; and

B. Meet or exceed the required level of performance specified in the Contract.

Although all requirements of the Contract are subject to performance evaluation by HHSC, HHSC has identified certain KPRs in Exhibit K, Key Performance Requirements. For the contractual obligations subject to the KPRs, the KPRs will be used to gauge the Contractor’s commitment to successful performance, its willingness to stand behind its products and services during the Contract Term, as well as its ability to perform.

In the event Contractor fails to perform or complete its obligations in accordance with the Contract, HHSC may, in addition to the remedies set forth in Exhibit B, Health and Human Services (HHS) Uniform Terms and Conditions (UTC) – Vendor, Version 3.4, impose remedies which include the following:

A. Pass-through of a proportional share of federal disallowances and penalties imposed on the State and resulting from the Contractor’s performance or non-performance under the Contract.

B. Compliance by the Contractor, at no cost to HHSC, with the performance improvement activities and timelines specified in written Corrective Action Plan(s) approved by

HHSC.

C. Additional or ad hoc reporting by the Contractor, at no cost to HHSC, to address performance issues.

D. Accelerated monitoring of the Contractor’s performance by HHSC or its designee, including access to the Contractor’s facilities, records, data, information systems and personnel.

E. Withholding or set-off payments to the Contractor.

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F. Assessment of LD’s for failure to meet KPRs, in accordance with Texas law.

Written Deliverables provided by Contractor in support of the Contract will be reviewed by HHSC pursuant to the communication protocol set forth in Section 21.1.3 (Formal Communications Requirements) of Exhibit E, Scope of Work (SOW).

2.2 CONTRACT AWARD, TERM, AND HISTORICAL COMPENSATION

2.2.1 Contract Award and Execution

HHSC intends to award one (1) Contract as a result of this Solicitation. Any award is contingent upon approval of the HHSC executive commissioner or their designee.

If, for any reason, a final Contract cannot be executed with a Respondent selected for award within ninety (90) days of HHSC’s determination to seek to contract with that Respondent, HHSC may negotiate a Contract with the next highest-scoring Respondent or may withdraw, modify, or partially award this Solicitation.

2.2.2 Contract Term

The initial term of any Contract resulting from this Solicitation will be three (3) years. HHSC, at its sole option, may extend any Contract awarded pursuant to this Solicitation for up to two (2) additional years.

Following the base term and any allowable renewals or extensions, HHSC may extend any resulting Contract for not more than one (1) additional option period to address immediate operational or service delivery needs. If the resulting Contract does not include a defined option period, the extension is limited to one (1) year.

2.2.3 Historical Compensation

Total compensation under the previous Contract was awarded at $293,760,424 for the initial three

(3) year period. Notwithstanding the preceding, HHSC reserves the right to adjust any projected amount based on state funding during the term of a resulting Contract.

2.3 DATA USE AGREEMENT AND SECURITY PRIVACY INQUIRY

By entering into a Contract with HHSC as a result of this Solicitation, Respondent agrees to be bound by the terms of Exhibit D, Health and Human Services (HHS) Data Use Agreement (DUA) Version 8.5 and Exhibit D-1, Attachment 2 to the DUA, Security and Privacy Inquiry (SPI), Version 2.1.

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Respondents must complete and return with their Solicitation Response Exhibit D-1, Attachment 2 to the DUA, Security and Privacy Inquiry (SPI), Version 2.1.

Contractor shall ensure that all Confidential Information (as defined in the DUA), including such information residing on back-up systems, remains within the United States. Confidential Information shall not be accessed by Contractor personnel located outside of the United States.

Furthermore, Confidential Information may not be received, stored, processed, or disposed via information technology systems located outside of the United States.

Contractor will follow all federal and State rules and regulations as they apply to the disclosure of Protected Health Information (PHI) obtained from HHS that is necessary for the performance of the Contract and audit services, including the Health Insurance Portability and Accountability Act (HIPAA). Contractor must ensure the reliability and security of the information obtained from HHSC for the performance of the audit services.

2.4 NO GUARANTEE OF VOLUME, USAGE, OR COMPENSATION

HHSC makes no guarantee of volume, usage, or total compensation to be paid to any Respondent under any awarded Contract, if any, resulting from this Solicitation. Any awarded Contract is subject to appropriations and the continuing availability of funds.

HHSC reserves the right to cancel, make partial award, or decline to award a Contract under this Solicitation at any time at its sole discretion.

2.5 GOVERNMENTAL ENTITIES

If Respondent is responding to this Solicitation in its capacity as a governmental entity, certain terms and conditions found in this Solicitation, including all exhibits and attachments, may not be applicable. Furthermore, to the extent permitted by law, if a Solicitation Response is received from a governmental entity, HHSC reserves the right to enter into an interagency or interlocal agreement with the governmental entity.

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ARTICLE III. ADMINISTRATIVE INFORMATION

3.1 SCHEDULE OF EVENTS

EVENT DATE/TIME

Solicitation Posting Date to ESBD AUGUST 13, 2025

Pre-proposal Conference Attendance is Optional

AUGUST 19, 2025, at 3:00 PM Central Time

Deadline for Submitting Questions or Requests for Clarification

AUGUST 21, 2025, at 10:30 AM Central Time

Tentative Date Responses to Questions or Requests for Clarification Posted on ESBD

SEPTEMBER 8, 2025

Deadline for courtesy HSP review SEPTEMBER 10, 2025, at 2:00 PM Central Time

Deadline for Submission of Solicitation Responses NOTE: Responses must be RECEIVED by HHSC by the deadline.

SEPTEMBER 26, 2025, at 10:30

AM Central Time

Evaluation Period OCTOBER 2025

Anticipated Notice of Award NOVEMBER 2026

Anticipated Contract Start Date December 2026

Respondents must submit their Solicitation Responses to HHSC in accordance with the due date and time indicated in this Schedule of Events or as changed via an Addendum posted to the ESBD.

NOTE: All dates are tentative and HHSC reserves the right to modify these dates at any time. At the sole discretion of HHSC, events listed in the Schedule of Events are subject to scheduling changes and cancellation. Scheduling changes or cancellation determinations made prior to the deadline for submission will be published by posting an Addendum to the ESBD. After the deadline for submission, if there are delays that significantly impact the anticipated award date, HHSC, at its sole discretion, may post updates regarding the anticipated award date to the

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Procurement Forecast on the HHS Procurement Opportunities web page. Each Respondent is responsible for checking the ESBD and Procurement Forecast for updates.

By submitting a Solicitation Response, Respondent represents and warrants that any individual submitting the Solicitation Response and any related documents on behalf of the Respondent is authorized to do so and to bind the Respondent under any Contract that may result from this Solicitation.

3.2 AMBIGUITY, CONFLICT, OR DISCREPANCY

Respondent must notify the Sole Point of Contact (Section 3.3.1) of any ambiguity, conflict, discrepancy, exclusionary specification, omission, or other error in the Solicitation in the manner and by the deadline described in Section 3.3.4 (Solicitation Questions).

Respondent submits a Solicitation Response at its own risk.

If Respondent fails to properly and timely notify the Sole Point of Contact (Section 3.3.1) of any ambiguity, conflict, discrepancy, exclusionary specification, omission, or other error in the Solicitation, Respondent, whether awarded a Contract or not:

A. Waives any claim of error or ambiguity in the Solicitation and any resulting Contract.

B. Must not contest the interpretation by HHSC of such provision(s); and

C. Is not entitled to additional compensation, relief, or time by reason of ambiguity, conflict, discrepancy, exclusionary specification, omission, or other error or its later correction.

3.3 INQUIRIES

3.3.1 Sole Point of Contact

All requests, questions, or other communication about this Solicitation shall be made in writing to HHSC PCS, addressed to the person listed below (Sole Point of Contact). Additionally, a phone number is provided for purposes such as instructing a potential Respondent through an Information Technology (IT) system or website referenced in this Solicitation. Communications via telephone are not binding.

The Sole Point of Contact will authorize a secondary Sole Point of Contact in the event of their absence and, in such an event, will include the contact information for the secondary Sole Point of Contact in their automatic reply out-of-office e-mail message. Respondents seeking to contact the Sole Point of Contact should do so via e-mail in order to receive updated contact information.

https://hhs.texas.gov/doing-business-hhs/contracting-hhs/procurement-opportunities https://hhs.texas.gov/doing-business-hhs/contracting-hhs/procurement-opportunities

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Name Iris Triana-Zuniga, CTCD, CTCM

Title PCS Purchaser

Address Procurement and Contracting Services Building 1100 W 49th St. MC: 2020 Austin, TX 78756

Phone 512-406-2489

Email iris.triana-zuniga@hhs.texas.gov

See also, Section 3.3.3 (Exception to Sole Point of Contact) below.

3.3.2 Prohibited Communication

Except as provided in Section 3.3.1 (Sole Point of Contact) and Section 3.3.3 (Exception to Sole Point of Contact), potential Respondents and Respondents are prohibited from any communication with HHSC regarding the Solicitation. HHSC, its representative(s), and partners will not answer any questions or otherwise discuss the contents of this Solicitation with any potential Respondent or its representative(s). Attempts to ask questions by phone or in person will not be allowed or recognized as valid. Respondent shall rely only on written statements issued by or through HHSC designated staff as provided by Section 3.3 (Inquiries). This restriction does not preclude discussions between affected parties for the purposes of conducting business unrelated to this Solicitation. Failure to comply with these restrictions may result in disqualification of Respondent's Solicitation Response.

3.3.3 Exception to Sole Point of Contact

Exceptions to Section 3.3.1 are as follows:

A. Respondents with questions relating to the HUB Subcontracting Plan are permitted to direct those questions to the HUB coordinator at Cheryl.Bradley@hhs.texas.gov.

B. Where it is expressly directed by the Sole Point of Contact that another designated HHSC representative may speak to the Respondent, such as during Contract negotiations.

Respondents are required to ensure that communications have been authorized by the Sole Point of Contact before engaging in such communication. Failure to comply with this requirement may result in the disqualification of a Respondent’s Solicitation Response.

mailto:iris.triana-zuniga@hhs.texas.gov mailto:Cheryl.Bradley@hhs.texas.gov

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3.3.4 Solicitation Questions

HHSC will allow written questions and requests for clarification regarding this Solicitation.

Questions must be submitted by e-mail to the Sole Point of Contact (Section 3.3.1) by the deadline established in Section 3.1 (Schedule of Events). Responses to questions or other written requests for clarification will be consolidated and posted to the ESBD and will not be provided individually to requestors.

HHSC reserves the right to amend answers previously posted, prior to the Solicitation response deadline (Section 3.1). Amended answers will be posted on the ESBD. It is the Respondent's responsibility to check the ESBD. HHSC also reserves the right to provide a single consolidated response to all similar questions at the agency’s sole discretion.

A. All questions and requests for clarification must include the following information:

1. Solicitation number;

2. Solicitation package reference (page number, section, and exhibit or attachment, if applicable; may also reference Procurement Library documents in this manner, if applicable);

3. Question topic (e.g., “Schedule of Events,” or “Exhibit F, Cost Proposal”); and

4. Question for HHSC.

B. Requestor contact information below must be included in the body of the e-mail and submitted with the question(s):

1. Company name;

2. Company representative name;

3. Phone number; and

4. E-Mail address;

Questions or requests for clarification received after the deadline in Section 3.1 (Schedule of Events), may be reviewed by HHSC but may not be answered. Only answers to questions submitted to the Sole Point of Contact in writing, in accordance with this section, are binding.

3.4 PRE-PROPOSAL CONFERENCE

3.4.1 Attendance

HHSC PCS will conduct a pre-proposal conference. Attendance is optional but highly recommended.

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Attendees to virtual pre-proposal conferences are required to send an email to the Sole Point of Contact (Section 3.3.1), advising of participation in the pre-proposal conference. Attendees must provide their name, e-mail, phone number, and name of the company they are representing.

Attendees will receive a reply e-mail containing the registration information for the pre-proposal conference.

3.4.2 Conference Logistical Information

HHSC PCS will hold the pre-proposal conference via Microsoft Teams on the date and time set out in Section 3.1 (Schedule of Events).

People with disabilities who wish to attend the meeting and require auxiliary aids or services should contact the Sole Point of Contact identified in Section 3.3.1 (Sole Point of Contact), at least seventy-two (72) hours before the meeting in order to have reasonable accommodations made by HHSC.

Pre-proposal Microsoft Teams Information: https://events.teams.microsoft.com/event/e99eecf1-dcab-4118-8d8f-cca177eb865f@9bf97732-82b9-499b-b16a-a93e8ebd536b

Participants must register for the pre-proposal conference via Microsoft Teams prior to the event according to Section 3.4.1 (Attendance). After registration, participants will receive another e-mail with the link to the Microsoft Teams pre-proposal conference meeting.

By telephone:

Participants may call-in to the pre-proposal conference using the information below and use a telephone as the speaker and microphone when attending the pre-proposal conference via Microsoft Teams.

United States: +1 (512) 580-4366

Pre-proposal conference phone ID: To be provided to registered participants via e-mail.

3.4.3 Questions at Pre-Proposal Conference

A. Reference Section 3.3.4 (Solicitation Questions) for the required format and information to be provided for submission of questions and requests for clarification.

B. After the Pre-Proposal Conference, attendees may submit questions in writing. All questions must be in the required format and include the information as referenced in Section 3.3.4 (Solicitation Questions).

C. Only written responses posted by HHSC PCS as an Addendum to the Solicitation on the ESBD will be considered an official, binding update to the Solicitation.

https://events.teams.microsoft.com/event/e99eecf1-dcab-4118-8d8f-cca177eb865f@9bf97732-82b9-499b-b16a-a93e8ebd536b https://events.teams.microsoft.com/event/e99eecf1-dcab-4118-8d8f-cca177eb865f@9bf97732-82b9-499b-b16a-a93e8ebd536b

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D. HHSC reserves the right to amend, prior to the Solicitation Response Deadline, answers previously posted. Amended answers will be posted on the ESBD. Notification of posting will be in accordance with Section 3.1 (Schedule of Events).

E. Conversations with HHSC program area staff before or after the pre-proposal conference are prohibited.

3.5 SOLICITATION RESPONSE COMPOSITION

3.5.1 General Information

Failure to submit all required Solicitation Response documents in the required format(s) may result in disqualification of the Solicitation Response without further consideration (Section 3.6.3, Submission Checklist). Respondent shall prepare a Solicitation Response that clearly and concisely represents its qualifications and capabilities. Expensive bindings, colored displays, promotional materials, etc. are not necessary or desired. Respondent should focus on the instructions and requirements of the Solicitation.

3.5.2 Page Limit and Supporting Documentation

The narrative proposal shall not exceed three hundred and fifty (350) pages and should be formatted for 8 ½" x 11" paper with 1-inch margins and typed in Times New Roman, twelve (12)

- point font, with no less than ten (10) - pitch font for tables, graphs, and appendices. If complete responses cannot be provided without referencing supporting documentation, such documentation must be provided with the Solicitation Response, with specific reference made to the file, page, section, and/or paragraph where the supporting information can be found.

3.5.3 Discrepancies

In the event of any discrepancies or variations between copies, HHSC is under no obligation to resolve the inconsistencies and may make its scoring and selection decisions, accordingly, including the decision to potentially disqualify a Solicitation Response. If Respondent is required to designate an “Original” Solicitation Response but fails to do so, HHSC, in its sole discretion, will determine the version to be used as the original or may disqualify the Solicitation Response.

If the Respondent submits a redacted Solicitation Response as the “Original,” HHSC will disqualify the Solicitation Response and it will not be evaluated. HHSC will not accept submissions after the “Deadline for Submission of Solicitation Responses” in the Schedule of Events (Section 3.1) to remedy discrepancies or variations in Solicitation Response submissions.

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3.5.4 Exceptions

Respondents are highly encouraged, in lieu of including exceptions in their Solicitation Responses, to address all issues that might be advanced by way of exception by submitting such issues as questions or requests for clarification pursuant to Section 3.3.4 (Solicitation Questions).

Any exception included in a Solicitation Response may result in a Respondent not being awarded a Contract. If a Respondent includes exceptions in its Solicitation Response, Respondent is required to use the Exceptions Form included as Exhibit G to this Solicitation and provide all information requested on the form. Any exception that does not provide all required information in the format set forth in Exhibit G may be rejected without consideration.

No exception, nor any other term, condition, or provision in a Solicitation Response that differs, varies from, or contradicts this Solicitation will be considered to be part of any Contract resulting from this Solicitation unless expressly made a part of the Contract in writing by HHSC.

3.5.5 Assumptions

Respondent must identify on the Assumptions Form, Exhibit H any business, economic, legal, programmatic, or practical assumptions that underlie the Respondent’s response to the Solicitation.

HHSC reserves the right to accept or reject any assumptions. All assumptions not expressly identified and incorporated into any Contract resulting from this RFP are deemed rejected by

HHSC.

3.5.6 Binding Offer

A Solicitation Response should be responsive to the Solicitation as worded and without any assumption that any or all terms, conditions, or provisions of the Solicitation will be negotiated.

Furthermore, all Solicitation Responses constitute binding offers. Any Solicitation Response that includes any type of disclaimer or other statement indicating that the response does not constitute a binding offer may be disqualified.

If a Respondent’s ability to enter into a Contract is contingent upon any exception or assumption provided in accordance with Section 3.5.4 (Exceptions) and Section 3.5.5 (Assumptions), the Respondent may be disqualified from further consideration for Contract award.

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3.6 SOLICITATION RESPONSE SUBMISSION AND DELIVERY

3.6.1 Deadline

Solicitation Responses must be received at the address in Section 3.6.4 (Labeling and Delivery for USB Submission and Other Materials) and time stamped by HHSC PCS no later than the date and time specified in Section 3.1 (Schedule of Events).

Solicitation Responses received after the deadline specified in Section 3.1 will be rejected and not considered for Contract award.

3.6.2 Submission Options

A. Submission Option #1: Respondent shall submit two USB drives—one (1) labeled “Original Proposal” and one (1) labeled “Copy” containing the following documents:

1. Each USB must contain one (1) file named “Original” that contains the Respondent’s entire Solicitation Response (except the cost proposal and HUB Subcontracting Plan) in searchable Portable Document Format (PDF), unless otherwise specified for a particular attachment or exhibit.

2. If applicable in accordance with Section 8.1.5, (Public Information Act – Respondent Requirement Regarding Disclosure), each USB must contain one

(1) file named “Public Information Act Copy” that contains the Respondent’s entire Solicitation Response, including all exhibits and attachments, in searchable PDF.

3. In accordance with Section 7.1, (Cost Proposal), each USB must contain one (1) file named “Cost Proposal” that contains the Respondent’s cost proposal in Excel format with active formulas (compatible with Microsoft Office 2016).

4. In accordance with Section 6.8, (HUB Subcontracting Plan), each USB must contain one (1) file named “HUB Subcontracting Plan” in searchable PDF, that contains the Respondent’s HUB Subcontracting Plan and all supporting documentation.

B. Submission Option #2: Respondent shall submit the following through the Online Bid Room utilizing the procedures in Exhibit I, HHS Online Bid Room Information, v 1.40:

1. One (1) file named “Original” that contains the Respondent’s entire Solicitation Response (except the cost proposal and HUB Subcontracting Plan) in searchable PDF, unless otherwise specified for a particular attachment or exhibit.

2. If applicable in accordance with Section 8.1.5, (Public Information Act – Respondent Requirements Regarding Disclosure), one (1) file named “Public

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Information Act Copy” that contains the Respondent’s entire Solicitation Response, including all exhibits and attachments, in searchable PDF.

3. In accordance with Section 7.1, (Cost Proposal), one (1) file named “Cost Proposal” that contains the Respondent’s cost proposal in Excel format with active formulas (compatible with Microsoft Office 2016).

4. In accordance with Section 6.8, (HUB Subcontracting Plan), one (1) file named “HUB Subcontracting Plan” in searchable PDF, that contains the Respondent’s HUB Subcontracting Plan and all supporting documentation.

3.6.3 Submission Checklist

Solicitation Consideration and Award Consideration Documents, reference Section 1.2 (Definitions) must be submitted by the deadline for Solicitation Response submissions, reference Section 3.1 (Schedule of Events). Solicitation Consideration Documents will be reviewed as received, and Respondent will not have an opportunity to remedy missed requirements. At its sole discretion, HHSC may request some or all of the Respondents to remedy missing elements of Award Consideration Documents. Those marked “SC” are Solicitation Consideration Documents and those marked “AC” are Award Consideration Documents.

The Solicitation Response must be submitted using one (1) of the approved methods identified in Section 3.6, (Solicitation Response Submission and Delivery). Below are the documents required to be submitted with the Solicitation Response. Where searchable PDF files are required, submission of non-searchable (image only) PDF files may result in disqualification from further consideration for Contract award.

A. Proposal and Respondent Information

1. Narrative Proposal (Section 5.1) SC ____

2. Company Information (Section 6.1) SC ____

3. Authorization to Conduct Business in Texas and Franchise Tax Exception

(Section 6.2) AC ____

4. References (Section 6.3) AC ____

5. Major Subcontractor Information

(Section 6.4) AC ____

6. HHS Solicitation Affirmations (Section 6.5, Exhibit A) SC ____

7. Assurances – Non- Construction Programs

(Section 6.5, Exhibit N) AC

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8. Certification Regarding Lobbying

(Section 6.5, Exhibit M) AC ____

9. Exceptions (if applicable) (Section 3.5.4, Exhibit G) AC ____

10. Assumptions (if applicable) (Section 3.5.5, Exhibit H) AC ____

11. Dun and Bradstreet Report (Section 6.6.1) AC ____

12. Financial Statements and Financial Solvency

(Section 6.6.2) AC ____

13.

Corporate Guarantee (Section 6.7) AC

14. SPI (Section 2.3, Exhibit D-1) AC ____

15. Addenda Signed (if applicable) AC ____

B. Cost Proposal (Article VII, Exhibit F) SC ____

C. HUB Subcontracting Plan (Section 6.8 and Exhibit Q) SC ____

3.6.4 Labeling and Delivery for USB Submission and Other Materials

Respondent must deliver Solicitation Responses submitted via USB by one of the methods below.

Overnight/Express/Priority Mail Hand Delivery

Health and Human Services Commission

ATTN: Response Coordinator Tower Building Room 108 1100 W. 49th St., MC 2020

Austin, Texas 78756

Health and Human Services Commission ATTN: Response Coordinator

Procurement & Contracting Services Building 1100 W. 49th St., MC 2020 Austin, Texas 78756

BE ADVISED, all Solicitation Responses become the property of HHSC after submission and will not be returned to the Respondent. It is the Respondent’s responsibility to appropriately mark and deliver the Solicitation Response to HHSC PCS by the specified date. A dated shipping label, invoice of receipt from a from USPS or commercial carrier, or any other documentation in lieu of the on-site time stamp WILL NOT be accepted.

Each Respondent is solely responsible for ensuring its Solicitation Response is submitted in accordance with all Solicitation requirements, including, but not limited to, proper labeling of packages, sufficient postage or delivery fees, and ensuring timely receipt by HHSC. In no event will HHSC be responsible or liable for any delay or error in delivery. Solicitation Response

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Revision Date 4/28/2025 must be RECEIVED by HHSC PCS by the Solicitation Response Deadline identified in Section 3.1 (Schedule of Events).

Solicitation Responses submitted via USB by mail or hand delivery shall be placed in a sealed package. The sealed package and the USB drives shall be clearly labeled on the outside as follows:

SOLICITATION NO: HHS0015514

SOLICITATION NAME Eligibility Support Services

SOLICITATION RESPONSE DEADLINE See Section 3.1, Schedule of Events

PURCHASER NAME: Iris Triana-Zuniga, CTCD, CTCM

RESPONDENT NAME: Respondent Name

It is Respondent’s sole responsibility to ensure that packaging is sufficient to prevent damage to contents. HHSC will not be responsible or liable for any damage, and damaged Solicitation Responses will not be considered at HHSC’s sole discretion.

HHSC will not be held responsible for any Solicitation Response that is mishandled prior to receipt by HHSC PCS. It is the Respondent’s sole responsibility to mark appropriately and deliver the Solicitation Response to HHSC PCS by the specified date and time. HHSC will not be responsible for late delivery, inappropriately identified documents, or other submission errors that may lead to disqualification or nonreceipt of the Respondent’s Solicitation Response.

3.6.5 Modifications and Withdrawals

Prior to the Solicitation Response submission deadline in Section 3.1 (Schedule of Events), Respondent may: (1) withdraw its Solicitation Response by submitting a written request to the Response Coordinator at pcsbids@hhsc.state.tx.us or (2) modify its Solicitation Response by submitting a written amendment to the Response Coordinator at pcsbids@hhsc.state.tx.us. When modifying its Solicitation Response, Respondent must include in writing the section(s) of its submission that will be replaced or removed by the amendment.

mailto:pcsbids@hhsc.state.tx.us mailto:pcsbids@hhsc.state.tx.us

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ARTICLE IV. SOLICITATION RESPONSE EVALUATION AND AWARD

PROCESS

4.1 CONFORMANCE WITH STATE LAW

Solicitation Responses shall be evaluated in accordance with Tex. Gov’t Code § 2155.144(d).

HHSC shall not be obligated to accept the lowest priced Solicitation Response but shall make an Award to the Respondent that provides the best value to the State of Texas.

4.2 BEST VALUE DETERMINATION

4.2.1 Selection Methodology

Solicitation Responses that meet the minimum qualifications will be submitted to the evaluation team for review and scoring. Each member of the evaluation team will receive a copy of each responsive Solicitation Response.