ESBD_449782_1756326839083_RFP - 2025-08-001 Reputation & Survey Management System - Final.pdf

REQUEST FOR PROPOSAL

Central Texas Community Health Centers d/b/a CommUnityCare

2115 Kramer Lane, Suite 100 Austin, TX 78758 For Reputation & Survey Management System

RFP 2025-08-001

Issue Date 8/27/2025

RFP Summary: The CommUnityCare Communications team is seeking a platform to monitor and improve patient experience, proactively address patient concerns, and ensure equity in feedback collection and engagement. It will also serve as a foundation for service recovery, internal quality improvement, and more inclusive patient voice capture.

NOTICE TO BIDDER

Request For Proposal

RFP 2025-08-001 RFP Number: RFP 2025-08-001 RFP Title: Reputation & Survey Management System RFP Start Date: 8/27/2025 Pre-Proposal Meeting N/A Date (Optional): Questions Due: 9/3/2025 Response Date: 9/10/2025 RFP Contact Solicitation Specialist dia.fauss@communitycaretx.org RFP End Date: 9/26/2025 Contract Duration: One (1) three (3) year term with optional one (1) year renewals. Responses and Prices Good for 90 days Proposed Budget: N/A

Only Paper Submittals will be accepted. One original Proposal, 5 copies and 1 electronic copy (Flash Drive only) must be delivered to the following location:

RFP 2025-08-001

Reputation & Survey Management System CommUnityCare Attn: Solicitation Specialist 2115 Kramer Lane, Suite 100 Austin, TX 78758

By 2:00pm CENTRAL TIME, Thursday, 9/26/2025

Proposals received at the designated location after the published time and date will not be considered.

TABLE OF CONTENTS

I. INTRODUCTION Page No.

A. PURPOSE OF THIS REQUEST FOR PROPOSAL

B. SCOPE OF PROCUREMENT

C. SOLICITATION SPECIALIST

D. DEFINITION OF TERMINOLOGY

E. BACKGROUND INFORMATION

II. CONDITIONS GOVERNING THE PROCUREMENT

A. SEQUENCE OF EVENTS

B. EXPLANATION OF EVENTS

C. GENERAL REQUIREMENTS

III. PROPOSAL FORMAT AND ORGANIZATION

A. NUMBER OF PROPOSALS

B. NUMBER OF COPIES

C. PROPOSAL FORMAT

1. Proposal Organization, mandatory

2. Letter of Transmittal, mandatory

IV. EVALUATION A. Evaluation Process .................................................................................................................. B. Evaluation Point Summary

V. EVALUATION FACTORS

A. MANDATORY SPECIFICATIONS 1. Healthcare Industry Experience .................................................................................... 2. Integration with EPIC and Other Systems ................................................................ 3. Cost-Effectiveness and Total Cost of Ownership .................................................... 4. Customization, Scalability, and Multi-Language Capabilities .......................... 5. Implementation Support and Customer Service ................................................... 6. Analytics, Reporting and Automation ......................................................................... 7. Demonstrated Efficiency Gains

B. MANDATORY SPECIFICATION - PASS/FAIL

1. Corporate Reference

2. Required Certification and Licenses

3. Proposal Organization

4. Letter of Transmittal

5. Financial Information

ATTACHMENTS: A. Scope of Work .......................................................................................................................... B. Cost Proposal Worksheet ..................................................................................................... C. Clinic Location, Hours of Operation ................................................................................. D. Acknowledgement of Receipt Form ................................................................................. E. Certificate of Secretary .......................................................................................................... F. Historically Underutilized Business (HUB) Form ...................................................... G. Conflict of Interest Questionnaire .................................................................................... H. Vendor Confidentiality Agreement .................................................................................. I. CUC Holiday Schedule ............................................................................................................ J. Business Associate Agreement .......................................................................................... K. Bidder Reference Form ......................................................................................................... L. Supplemental Information

I. INTRODUCTION

A. PURPOSE OF THIS REQUEST FOR PROPOSAL Central Texas Community Health Centers d/b/a CommUnityCare (“CommUnityCare”) is seeking bids from qualified Bidders for a Reputation & Survey Management System for their Communications Department as described in the Scope of Work, Attachment A, of this solicitation.

B. SCOPE OF PROCUREMENT The scope of procurement shall encompass the defined Scope of Work, detailed in Attachment A and Cost Proposal Worksheet, Attachment B of this RFP. The term of the agreement resulting from this RFP is anticipated to be for a one (1) three (3) year term with optional one (1) year renewals pursuant to funding availability and satisfactory service provision, as determined by CommUnityCare.

C. SOLICITATION SPECIALIST CommUnityCare has designated the Solicitation Specialist who is responsible for the conduct of this procurement on behalf of CommUnityCare and whose name and e-mail address are listed below. Dia Fauss Dia.Fauss@communitycaretx.org All deliveries (including proposal delivery) should be addressed to the Solicitation Specialist at the address located on the NOTICE TO BIDDER page. Any inquiries or requests regarding this procurement should be submitted to the Solicitation Specialist as identified above. Bidders may ONLY contact the Solicitation Specialist regarding this procurement. Bidders should not contact individual CommUnityCare Board of Managers, CommUnityCare President and CEO, or CommUnityCare staff regarding this solicitation. Such contact may result in the disqualification of the entity initiating the contact.

D. DEFINITION OF PROPOSAL TERMINOLOGY This section contains definitions and abbreviations that are used throughout this procurement document. “BidNet Direct” is at the following link: https://www.bidnetdirect.com/ "CUC" means Central Texas Community Health Centers d/b/a CommUnityCare (“CommUnityCare”) "CommUnityCare Website" is the following link: http://communitycaretx.org/ "Close of Business" means 5:00 PM Central Time "Contract" means a written agreement for the procurement of items of tangible personal property or services. "Contractor" means a successful Bidder who enters into a binding contract.

"Determination" means the written documentation of a decision by the Solicitation Specialist including findings of fact supporting a decision. A determination becomes part of the procurement file. "Desirable" means that the terms “may”, “can”, “should”, “preferably”, or “prefers” to identify a desirable or discretionary item or factor (as opposed to “mandatory”). "ESBD" means Electronic State Business Daily and is at the following link: http://esbd.cpa.state.tx.us/ "Evaluation Committee" means a body appointed by CommUnityCare management to perform the evaluation of proposals. "Evaluation Tabulation Report" means a document prepared by the Solicitation Specialist and the Evaluation Committee for submission to the CommUnityCare Board of Managers or CEO for contract award. It contains all written determinations resulting from the procurement. "Finalist" is defined as a Bidder who meets all the mandatory specifications of this Solicitation and whose score on evaluation factors is sufficiently high to merit further consideration by the Evaluation Committee. "Mandatory" means that the terms “must”, “shall”, “will”, “is required”, or “are required”, identify a mandatory item or factor (as opposed to “desirable”). Failure to meet a mandatory item or factor will result in the rejection of the Bidders proposal. "Bidders" is any person, corporation, or partnership who submits a proposal. "Solicitation Specialist," means the person or designee authorized by CommUnityCare to manage or administer a procurement requiring the evaluation of competitive sealed proposals. "Request for Proposal" or “RFP” means all documents, including those attached or incorporated by reference, used for soliciting proposals. "Responsible Bidders" means Bidders who submit a responsive proposal and who has furnished, when required, information and data to prove that his financial resources, production or service facilities, personnel, service reputation and experience are adequate to make satisfactory delivery of the services or items of tangible personal property described in the proposal. "Responsive Offer" or “Responsive Proposal” means an offer or proposal, which conforms in all material respects to the requirements set forth in the Request for Proposal. A responsible Bidder is one that is trustworthy and possesses the necessary quality, fitness and capacity to satisfactorily perform the proposed work.

E. BACKGROUND INFORMATION This section provides background on CommUnityCare, and the operating environment of CommUnityCare, which may be helpful to the Bidders in preparing the proposal. The information is provided as an overview and is not intended to be a complete and exhaustive description.

Goals and Objectives The physicians and staff at CommUnityCare are committed to providing quality care in a friendly, caring and efficient environment. We believe all patients have a right to have their cultural, psychological, spiritual, and personal values, beliefs and preferences respected. We are committed to service excellence. Overview of CommUnityCare Central Texas Community Health Centers d/b/a “CommUnityCare” is a 501(c)(3) a non-profit organization provides healthcare services to underinsure and uninsured residents of Travis County. CommUnityCare was formerly a department of the City of Austin, transitioning to a nonprofit status on March 1, 2009. Today, CommUnityCare provides services at 22 locations in Travis County. 1 Administrative, 1 Patient Navigation Center (PNC), 16 Medical, 4 Dental (3 Dental co-locate with Medical), 3 Behavioral Health. CommUnityCare provides outpatient primary healthcare, dental care, limited specialty care, lab services, and radiology including mammography, a full-service pharmacy, and behavioral health services. We also provide HIV/AIDS treatment at our David Powell Clinic, and care for the homeless with a location at the ARCH, along with Street Medicine teams that go out in the community to provide primary care to the homeless. These services are provided to all Travis County residents, including those whose incomes and lack of private health insurance qualify them for enrollment. Two of our locations, Hancock and William Cannon, were designed to expand access by providing walk-in services to patients in our system. These clinics offer extended hours and weekend care. Many of our providers speak several languages and we also utilize a telephone medical translation service for less common foreign languages. That means we serve patients from all over the world. The majority of CommUnityCare’s funding comes from Community Care Collaborative (“CCC”) and the Federal Bureau of Primary Health Care. Public and private grants and gifts from donors also support the work of CommUnityCare. In 2010 CommUnityCare was accredited by The Joint Commission, a world leader in evaluating the quality and safety of care delivered at healthcare networks across the World. In 2016, CommUnityCare was again accredited by The Joint Commission.

For purposes of this RFP, the following data is given to be helpful to the Bidder for the purpose of preparing the submittal. The information is provided as an overview and is not intended to be a complete and exhaustive patient statistical data information. Each year, our health centers provide approximately 500,000 medical and dental patient visits. This number represents more than 140,000 unduplicated patients.

CommUnityCare has 200 Providers and an average of 151 Residents; 150 Medical FTE employed and contracted, 15 Behavioral Health contracted FTE and 25 Dental FTE.

The payer mix consist of 34% CMS coverage (Medicare, Medicaid, CHIP), 54% Unfunded (sliding fee scale, self-pay and medical access program (MAP) funded by CCC, 12% Insurance and state family planning.

Overview of the Central Health

Travis County Healthcare District d/b/a Central Health was founded in 2004 as a limited-purpose taxing district. It is responsible for providing healthcare to indigent persons residing in Travis County. At that time, funding and oversight for the Community Health Center system was under the City of Austin before it was transferred to Central Health. In 2009, the Community Health Center system became a private, non-profit corporation named CommUnityCare.

Visit us online at http://communitycaretx.org/ and http://www.centralhealth.net/

II. CONDITIONS GOVERNING THE PROCUREMENT This section of the RFP contains the schedule for the procurement, describes the major procurement events and the conditions governing the procurement. The Solicitation Specialist will make every effort to adhere to the following schedule:

A. SEQUENCE OF EVENTS Action Date 1. Issuant of RFP 8/27/2025 2. Pre-Proposal Meeting (optional) None 3. Deadline to Submit Questions 9/3/2025 4. Response to Written Questions 9/10/2025 (in the form of RFP Addendum) 5. Deadline to Submit Proposal 9/26/2025 6. Selection of Finalists TBD 8. Interview by Finalists TBD Bidders, who received notification of this solicitation by means other than through CommUnityCare mailing, shall contact the Solicitation Specialist herein to request to be added to the vendor list. Inclusion on the vendor list is the only way to ensure timely notification of any addenda and/or information that may be issued prior to the solicitation submittal date. IT IS THE BIDDERSS SOLE RESPONSIBILITY TO ENSURE THAT THEY RECEIVE ANY AND ALL ADDENDA FOR THIS RFP by either informing CommUnityCare of their email contact information or by regularly checking the following Websites, addenda will be posted on the website the day they are released: http://esbd.cpa.sate.tx.us/ https://www.bidnetdirect.com/ EXPLANATION OF EVENTS The following paragraphs describe the activities listed in the sequence of events shown in Section II, Paragraph A.

1. Issue of RFP This RFP is being issued by CommUnityCare.

2. Pre-Proposal Meeting, Optional Pre-Proposal Meeting will not be scheduled for this RFP.

3. Deadline to Submit Written Questions CommUnityCare encourages inquiries regarding this RFP and welcome the opportunity to answer question from potential applicants. Potential Bidders may submit additional written questions as to the intent or clarity of this RFP until close of business referenced on the Notice to Bidder section above. All written questions must be submitted via e-mail to the Solicitation Specialist (See Section I, Paragraph C).

4. Response to Written Questions/RFP Addendum Written responses to written questions and any RFP addendums will be distributed by close of business referenced on the Notice to Bidder section above, via BidNet Direct and the ESBD as defined in Section II, Paragraph A; Sequence of Events. Additional written requests for clarification of distributed answers and/or amendments must be received by the Solicitation Specialist no later than two (2) days after the answers and/or amendments were issued.

5. Submission of Proposal THE SOLICITATION SPECIALIST OR DESIGNEE MUST RECEIVE ALL BIDDERS PROPOSALS FOR REVIEW AND EVALUATION NO LATER THAN 2:00PM CENTRAL

TIME ON 9/26/2025. Proposals received after this deadline will not be accepted. The date and time of receipt will be recorded on each proposal. The Proposals must be addressed and delivered to the Solicitation Specialist at the address as indicated on the Notice To Bidder Page. Proposals must be sealed and labeled on the outside of the package and clearly indicate that they are in response to the RFP 2025-08-001 Reputation & Survey Management System. Proposals submitted by facsimile or other electronic means will not be accepted. All Bidders are expected to carefully examine the RFP documents. Any ambiguities or inconsistencies should be brought to the attention of the Solicitation Specialist (Section I, Paragraph C). It is CommUnityCare’s intent that all information necessary to complete a Proposal is included in this RFP. It is the responsibility of the Bidders to obtain clarification of any information contained herein that is not fully understood. CommUnityCare is responsible for interpretation of the wording of this RFP. Its staff will not give verbal answers to inquiries regarding the RFP contents. Any verbal statement regarding the RFP prior to the award shall be considered non-binding. The only formal interpretation of the RFP will be made by RFP addendum issued by the Solicitation Specialist. A copy of such an addendum will be posted on BidNet Direct and ESBD. A log will be kept of the names of all Bidder’s organizations that submitted proposals. The contents of any proposal shall not be disclosed to competing Bidders prior to contract award.

6. Proposal Evaluation An evaluation committee appointed by CommUnityCare management will perform the evaluation of proposals. The Solicitation Specialist may initiate discussions with Bidders who submit responsive or potentially responsive proposals for the purpose of clarifying aspects of the proposals, but proposals may be accepted and evaluated without such discussion. Discussions SHALL NOT be initiated by the Bidders.

7. Selection of Finalists The evaluation committee will evaluate and score written submittals/Proposal statements using the evaluation criteria identified in Section V. Based on the scoring, the evaluation committee may develop a “short list” of Bidders/Respondents that may be invited for interview with the evaluation committee. During the interview, we may also ask for a demo of the product. Only finalists will be invited to participate in the subsequent steps of the procurement.

• Best and Final Offers from Finalists Finalist may be asked to submit revisions to their proposals for the purpose of obtaining the best and final offers. The Best and Final Offer, if requested, will be the basis for the final determination of contract award to the Bidders. Any best and final offer, as well as the entire submittal, will become part of the contract.

8. Interviews of Finalists Based on the results of the proposal evaluation, CommUnityCare may determine that it is necessary to interview short-listed finalists prior to making a recommendation for negotiations, best and final offer and ultimate contract award. Short-listed finalists will be invited to present their proposals along with a demo of their product to the Evaluation Committee. The purpose of the interview, if conducted, is to ensure the committee’s understanding of the proposal, Bidder’s qualifications to evaluate the Bidder’s team and to get a better understanding of the Bidders product. When conducted, interview scores will stand alone and will be used to finalize the short listed proposals. The Solicitation Specialist will schedule the time for each Bidder’s presentation. All Bidder presentations will be held at CommUnityCare location indicated in the Notice To Bidder Section. Each interviewee will be allowed 15 minutes of setup and one (1) hour for the presentation.

9. Contract Award Bidders are reminded that this is a negotiated procurement and, as such, an award will not necessarily be made to the Bidders submitting the lowest-priced submittal. If an award is made as a result of this RFP, that award will be made to the Bidder or Bidders submitting the best responsive proposal that satisfies CommUnityCare’s requirements and provides the best overall value to CommUnityCare over the life of the project, as determined by CommUnityCare in its sole discretion. This RFP and its content will become part of the Initial Agreement.

B. GENERAL REQUIREMENTS

1. Acceptance of Conditions Governing the Procurement. Bidders must indicate their acceptance of the Conditions Governing the Procurement in the letter of transmittal.

2. Incurring Cost. Any cost incurred by the Bidder in preparation, transmittal, presentation of any proposal or material submitted for this RFP shall be borne solely by the Bidder.

3. Prime Contractor Responsibility. Any contract that may result from this RFP shall specify that the prime contractor is solely responsible for fulfillment of the contract with CommUnityCare. CommUnityCare will make contract payments to only the prime contractor.

4. Subcontractors. Use of subcontractors must be clearly explained in the proposal, and major subcontractors must be identified by name on Attachment F, the HUB Form. The prime contractor shall be wholly responsible for the entire performance whether or not subcontractors are used.

5. Amended Proposals. Bidders may submit an amended proposal before the deadline for receipt of proposals. Such amended proposals must be a complete replacement for a previously submitted proposal and must be clearly identified as such in the transmittal letter. CommUnityCare personnel will not merge, collate, or assemble proposal materials.

6. Bidders Rights to Withdraw Proposal. Bidders will be allowed to withdraw their proposals at any time prior to the deadline for receipt of proposals. The Bidders must submit a written withdrawal request signed by the Bidders duly authorized representative addressed to the Solicitation Specialist. The approval or denial of withdrawal requests received after the deadline for receipt of the proposals is governed by the applicable procurement regulations.

7. Proposal Offer Firm. Proposals to this RFP, including proposal prices, will be considered firm for ninety (90) days after the proposal submittal due date and sixty (60) days after the contract is awarded.

8. Disclosure of Proposal Contents. It is CommUnityCare's intention that proposals will be kept confidential until a contract is awarded. The Solicitation Specialist will not disclose or make public any pages of a proposal unless required to by law or regulation.

• Proprietary or confidential data as identified by the Bidders must be readily separable from the proposal to facilitate eventual public inspection of the other portions of the proposal.

9. Negotiations. The Solicitation Specialist or designee shall participate in all negotiations. Discussions may be conducted with responsible Bidders who submit proposals to the RFP and who is determined to be reasonably susceptible of being selected for award. Those Bidders will be accorded fair and equal treatment with respect to any opportunity for discussion and revision of proposals. Bidders may be required to submit additional data and/or clarify previously submitted information during the process of any negotiations. Revisions and supplements to Bidders proposal may also be permitted after submission and before award for the purpose of obtaining best and final offers. Any best and final offer, as well as the entire proposal, will become part of the awarded contract.

• CommUnityCare reserves the right to negotiate the price and any other term with any, all, or none of the Bidders. Any oral negotiations must be confirmed in writing prior to an award.

10. Termination. This RFP may be canceled at any time and any and all proposals may be rejected in whole or in part when CommUnityCare determines such action to be in the best interest of CommUnityCare.

11. Sufficient Appropriation. Any contract awarded as a result of this RFP process may be terminated if sufficient appropriations or authorizations do not exist. Such termination will be Effected by sending written notice to the contractor. CommUnityCare's decision as to whether there is sufficient appropriations and authorizations will be accepted by the contractor as final.

12. Legal Review. CommUnityCare requires that all Bidders agree to be bound by the General Requirements contained in this RFP. Any Bidder concerns must be promptly brought to the attention of the Solicitation Specialist.

13. Basis for Proposal. Only information supplied by CommUnityCare in writing through the Solicitation Specialist or in this RFP should be used as the basis for the preparation of Bidder’s proposals. Any entity, by and through the submission of a proposal, understands verbal communication regarding the RFP is not binding and communication either verbal or written to CommUnityCare Staff or Members of the Board prior to the award their Proposal will be disqualified.

14. Bidders’ Terms and Conditions. Bidders must submit with the proposal a complete set of additional terms and conditions, which they expect to have included in a contract negotiated with CommUnityCare. Bidders must document additional terms and conditions in the required transmittal letter.

15. Contract Deviations. Any additional terms and conditions, which may be the subject of negotiation, will be discussed only between CommUnityCare and the selected Bidders and shall not be deemed an opportunity to amend the Bidders’ proposal.

16. Bidders Qualifications. The Evaluation Committee may make such investigations as necessary to determine the ability of the Bidders to adhere to the requirements specified within this RFP. The Evaluation Committee will reject the proposal of any Bidder who is not a responsible Bidder or fails to submit a responsive offer.

17. Right to Waive Minor Irregularities. The Evaluation Committee reserves the right to waive minor irregularities. The Evaluation Committee also reserves the right to waive mandatory requirements provided that all of the otherwise responsive proposals failed to meet the mandatory requirements and/or doing so does not otherwise materially affect the procurement. This right is at the sole discretion of the Evaluation Committee.

18. Change in Contractor Representatives. CommUnityCare reserves the right to require a change in contractor representatives if the assigned representative is not, in the opinion of CommUnityCare, meeting its needs adequately.

19. CommUnityCare Rights.

• Reject any or all proposals and discontinue the RFP process without obligation or liability to any respondent;

• waive any defect, irregularity or informality in any proposal;

• accept a proposal other than the lowest-price proposal;

• award a contract on the basis of initial proposal received without discussions or requests for best and final offers;

• request best and final offers from any or all respondents;

• accept proposals from one or more entity;

• procure the services in whole or in part by other means;

• award more than one contract or;

• not award any contract.

20. Right to Publish. Throughout the duration of this procurement process and contract term, potential Bidders, and Contractors must secure from CommUnityCare written approval prior to the release of any information that pertains to the potential work or activities covered by this procurement or the subsequent contract. Failure to adhere to this requirement may result in disqualification of the Bidders' proposal or termination of the contract.

21. Ownership of Proposals. All documents submitted in response to this RFP shall become the property of CommUnityCare.

22. Electronic mail address, required. A large part of the communication regarding this procurement will be conducted by electronic mail (e-mail). Bidders must have a valid e-mail address to receive correspondence from CommUnityCare.

23. Use of Electronic Versions of this RFP. This RFP is being made available by electronic means. If accepted by such means, the Bidder acknowledges and accepts full responsibility to ensure that no changes are made to the RFP. In the event of conflict between a version of the RFP in the Bidders’ possession and the version maintained by CommUnityCare, the version maintained by CommUnityCare shall govern.

24. Historically Underutilized Business (HUB) Program and Good Faith Effort. It is CommUnityCare’s policy that HUBs have the maximum opportunity to participate in the performance of CommUnityCare contracts and subcontracts. Bidders shall make a "good faith effort" to take all necessary and reasonable steps to ensure that HUBs have the maximum opportunity to participate as subcontractors, see Attachment F, HUB form. To be eligible under this program, HUB contractors and subcontractors must be certified as a HUB, M/WBE, or DBE source by a recognized governmental program, such as:

• City of Austin Municipal Government;

• Texas Unified Certification Program; or

• State of Texas. Any entity identified as a HUB (as either a prime or subcontractor) shall submit a copy of its certification with its proposal. CommUnityCare reserves the right to verify any entity's HUB status prior to contract award.

25. Suspension and Debarment Requirement. The Bidders shall certify, by signing the Acknowledgement of Receipt form, attached hereto as Attachment D that to the best of its knowledge and belief that the Bidders and/or its Principals are not or have not been debarred, suspended, proposed for debarment or declared ineligible for the award of contracts by any Federal, state or local departments.

26. Conflict-of-Interest Questionnaire. Pursuant to CommUnityCare’s Conflict of Interest Policy, no individual at CommUnityCare may enter into any employment, transaction, or other arrangement that may cause to be perceived to cause a conflict of interest. A potential for a conflict of interest may occur when an employee, or a member of an employee’s family, holds an interest in an entity or has an employment or other financial arrangement with any business or entity that conducts or seeks to conduct business or could be in competition, directly or indirectly with CommUnityCare. The acceptance of gifts or business courtesies from any third party with whom CommUnityCare conducts business or who are seeking to do business with CommUnityCare may pose a conflict. Bidder must complete, sign and return the Conflict of Interest Form, Attachment G.

III. PROPOSAL FORMAT AND ORGANIZATION This section describes the format and organization of the Bidders' Proposal. Failure to conform to these specifications may result in the disqualification of the proposal.

A. NUMBER OF PROPOSALS

1. Bidders shall submit only one proposal.

B. NUMBER OF COPIES

1. Bidders shall deliver one (1) original copy of their proposal and supporting technical and/or sample documentation, five (5) identical copies of their proposal, five (5) copies of supporting technical and/or sample documentation (optional) and one (1) electronic identical copy of the proposal on a flash drive to the location specified in the Notice to Bidder Section on the closing date and time for receipt of proposals.

C. PROPOSAL FORMAT The Proposal must be typewritten and placed within a binder with tabs delineating each section.

1. Proposal Organization, Mandatory. The proposal must be organized and indexed in the following format and must contain, as a minimum, all listed items in the sequence indicated.

Within each section of their proposal, Bidders should address the items in the order in which they appear in this RFP. All forms provided in the RFP must be thoroughly completed and included in the appropriate section of the proposal.

Any proposal that does not adhere to these requirements will be deemed non-responsive and may be rejected on that basis.

The proposal summary may be included by Bidders to provide the Evaluation Committee with an overview of the technical and business features of the proposal; however, this material will not be used in the evaluation process unless specifically referenced from other portions of the Bidders' proposal.

Bidders may attach other materials that they feel may improve the quality of their responses. However, these materials should be included as items in a separate appendix.

a) Letter of Transmittal

b) Table of Contents

c) Proposal Summary (optional)

d) Response to Mandatory Specifications

e) Cost Proposal Worksheet, Attachment B

f) Required Certificates and License

g) Attachments:

B - Price Sheet C - Completed Technology Review Questionnaire D - Completed and Signed Acknowledgement of Receipt Form E - Completed Certificate of Secretary if Bidders is a corporation

F - Completed HUB Form G - Completed and Signed Conflict of Interest H - Vendor Confidentiality Agreement I - CUC Holiday Schedule.

J - BAA

K - Bidder References Form L - Supplemental supporting material (optional)

2. Letter of Transmittal, Mandatory. A letter of transmittal must accompany each proposal and contain the following information:

a) Identify the submitting organization;

b) Identify the name and title of the person authorized by the organization to contractually obligate the organization;

c) Identify the name, title and telephone number of the person authorized to negotiate the contract on behalf of the organization;

d) Identify the names, titles and telephone numbers of persons to be contacted for clarification;

e) Explicitly indicate acceptance of the Conditions Governing the Procurement stated in Section II, Paragraph C.1;

f) Be signed by the person authorized to contractually obligate the organization;

g) Acknowledge receipt of any and all amendments to this RFP.

IV. EVALUATION

A. Evaluation Process The evaluation process will follow the steps listed below:

1. All Bid proposals will be reviewed for compliance with the mandatory requirements stated within the RFP. Proposals deemed non-responsive will be eliminated from further consideration.

2. The Solicitation Specialist may contact the Bidders for clarification of the Proposal as specified in Section II, Paragraph B.

3. The Evaluation Committee may use other sources of information to perform the evaluation as identified in Section II, Paragraph C.

4. Responsive proposals will be evaluated on the factors in Specifications, Section IV that have been assigned a point value. The responsive and responsible Bidder with the highest scores will be selected as finalist Bidder based upon the proposals submitted. Finalist may be placed on a “short list” and invited to present their proposals to the Evaluation Committee. Points awarded from the interviews will be evaluated and scored separately. The responsible Bidders whose proposal is most advantageous to CommUnityCare, taking into consideration the evaluation factors in Section V, will be recommended for contract award as specified in Section II, Paragraph B. Bidders, who are asked, or choose to submit a revised proposal for the purpose of obtaining best and final offer, will have their points recalculated accordingly. Please note, however, that a serious deficiency in the Proposal to any one factor may be grounds for rejection regardless of overall score.

B. Evaluation Point Summary The following is a summary of evaluation factors with point value assigned to each. These, along with the general requirements, will be used in the evaluation of Bidders proposals. FACTOR POINTS AVAILABLE

1. Healthcare Industry Experience 20

2. Integration with EPOC and other Systems 20

3. Cost-Effectiveness and Total Cost of Ownership 20

4. Customization, Scalability, and Multi-Language Capabilities 10

5. Implementation Support and Customer Service 5

6. Analytics, Reporting, and Automation 20

7. Demonstrated Efficiency Gains 5 TOTAL 100 8. Interview TBD

V. EVALUATION FACTORS Bidders should respond in the form of a thorough narrative to each mandatory specification. The narratives along with required supporting materials will be evaluated and awarded points accordingly. Failure to respond to Mandatory Specifications will result in the disqualification of the proposal as non-responsive. 1. Mandatory Specifications

1. Healthcare Industry Experience (Total of 20 points) CommUnityCare is interested in a Bidder which has a solid track record of working with healthcare organizations, ideally with non-profits and/or FQHCs. Familiarity with industry-specific regulations like HIPAA, patient privacy standards, and healthcare marketing compliance is essential. An agency with experience in healthcare is more likely to understand the unique challenges and opportunities within this sector.

2. Integration with EPOC and other Systems (Total of 20 Points) CommUnityCare is interested in a vendor that has demonstrated ability to integrate seamlessly with Epic, particularly for survey distribution and data capture. Vendors with proven Epic integrations or existing Epic partnerships will be scored higher. The ability to integrate with other key systems (e.g., social media platforms, review sites) is also important.

3. Cost-Effectiveness and Total Cost of Ownership (Total of 20 Points) Proposals will be evaluated based on the overall value they offer, not just the initial cost. Consideration will be given to cost savings from replacing legacy systems (e.g., SurveyMonkey, Hootsuite) and potential long-term return on investment through improved patient acquisition, retention, and operational efficiency.

4. Customization, Scalability, and Multi-Language Capabilities (Total of 10 Points) The platform should be customizable to meet specific organizational needs (e.g., by location, service line, provider, or language) and scalable to accommodate future growth. Vendors with strong support for multilingual survey distribution and sentiment analysis (at minimum English and Spanish) will be prioritized.

5. Implementation Support and Customer Service (Total of 5 Points) The vendor should provide robust implementation support, including onboarding, staff training, and ongoing technical assistance. A dedicated customer success team, 24/7 support, and client references will be important evaluation points.

6. Analytics, Reporting, and Automation (Total of 20 Points) Strong reporting tools and dashboard analytics are essential for tracking sentiment, trends, and operational metrics. Preference will be given to platforms that use AI or automation to streamline sentiment analysis, flag high-risk responses, and enable easy dashboard generation for large volumes of patient feedback.

7. Demonstrated Efficiency Gains (Total of 5 Points) The solution should clearly outline time savings in workflows—such as automated responses, reporting, and survey distribution—compared to manual processes currently in place. Platforms that reduce administrative burden while increasing patient engagement will be scored favorably.

8. Interview (TBD) If selected as a finalist, Bidders agree to provide the Evaluation Committee the opportunity to interview proposed staff members identified by the Evaluation Committee in the finalist notification letter at the interview. 2. Mandatory Specification (Pass/Fail) All areas enumerated below must be addressed. Any questions or section left unanswered shall constitute failure to respond and make the proposal incomplete and such the proposal shall not be considered.

1. Corporate References. Bidders must provide three (3) external client references from clients for whom the bidder has provided services of the same nature and type as those outline in this solicitation and Scope of Work (see Attachment K). References submitted must be for services provided in the past two (2) years from the date of this solicitation. If the bidder has provided services to CommUnityCare during this timeframe, one of the references may be from CommUnityCare Contract Manager. The minimum information that must be provided about each reference is: a) Name of individual or company services were provided for b) Mailing Address of individual or company c) Name of contact person

d) Telephone number of contact person e) Type of services provided, and dates services were provided f) Current e-mail address of the contact person CommUnityCare reserves the right to utilize the letters of reference in determining whether a bidder is a responsible Contractor/Supplier.

2. Required Certificates and License a) Bidders must provide a current copy of all required regulatory certifications and licenses. The current certifications are not required at this time.

3. Proposal Organization. The Proposal must be typewritten and placed within a binder with tabs delineating each section as described in Section III.C.

4. Letter of Transmittal. A letter of transmittal must accompany each proposal as described in Section III, C.

5. Financial Information.

• Proposal must include one copy of the Bidders’ Financial Statement including the latest Balance Sheet and Income Statement showing assets, liabilities and retained earnings.

• Bidders must provide a letter from an authorized person who can contractually obligate the organization validating the Financial Statement.

• Provide the name, address and contact phone number for your bonding company and Agent and provide a letter from your Surety or Agent stating that your firm is bondable for this project based on the budget and the timeframe stated herein.

ATTACHMENT A SCOPE OF WORK

Project Background: CommUnityCare currently lacks a unified system for managing online reviews, social media interactions, and patient experience surveys. This platform is critical to our ability to monitor and improve patient experience, proactively address patient concerns, and ensure equity in feedback collection and engagement. It will also serve as a foundation for service recovery, internal quality improvement, and more inclusive patient voice capture.

Objective: CommUnityCare desires a comprehensive online reputation and survey management and patient experience solution system.

Scope of Work/Service: As digital reputation becomes more critical to patient acquisition and retention, it’s essential to invest in a platform that allows for real-time monitoring, trend analysis, and proactive community engagement. In addition to managing online reviews and social media, we require a robust survey management platform that is fully integrated with Epic. This platform must support the creation, distribution, and automation of post-visit surveys and enable us to analyze patient sentiment and satisfaction by service line, location, or provider. A critical requirement is the ability to conduct data analysis on survey responses, with a preference for platforms that support Spanish-language analysis to ensure we capture insights from our Spanish-speaking patient population.

Service: - Platform setup, configuration, and onboarding - Epic integration support for patient survey distribution - Social media channel integration and approval workflows - Online review monitoring and response support tools - Support for close the loop workflows to document resolution efforts - Reporting dashboards and analytics for sentiment and trend tracking - Generation of multiple survey types and ability to use custom survey logic - Staff training and implementation support Task: - Onboard CommUnityCare team to platform - Connect platform to social media accounts and review platforms - Integrate with Epic for survey distribution and patient data sync - Develop auto-response libraries for review responses - Implement user permissions and approval workflow for content posting - Provide analytics and usage training

Deliverables: - Fully configured reputation management platform - Integrated system with Epic and social media platforms - 3 user training sessions and access to ongoing vendor support - Monthly reports on reviews, surveys, and sentiment - Configurable dashboards to compare experience by service line, clinic, and provider - Workflow tools to support documentation of follow-up actions on patient feedback Payment: Annual subscription, billed monthly Additional Information: Vendor Requirements:

• Proven experience with FQHCs or healthcare systems

• Ability to integrate with Epic EHR

• HIPAA-compliant

• Demonstrated success in patient experience and review management

• Platform must support user-level role management and approval workflows

• Supports multilingual survey delivery and sentiment analysis (at minimum English and Spanish)

• Ability to export or connect data to enterprise reporting tools

I. REQUIRED SERVICE: A. The vendor will provide services for Platform setup, configuration and onboarding B. The vendor will provide services for EPIC integration support for patient survey distributions C. The vendor will provide services for social media channel integrations and approval workflows D. The vendor will provide services for online review monitoring and response support tools E. The vendor will also provide services for support for “close the loop” workflows to document resolution effort

II. REPORTS:

A. The vendor will provide services with strong reporting tools and dashboard analytics essential for tracking sentiment, trends and operational metrics.

B. The vendor will be shown preference if the desired services are provided on a platform that uses AI or automation to streamline sentiment analysis, flag high-risk responses, and enable easy dashboard generation for large volumes of patient feedback.

III. PROGRAM REPRESENTATIVES

A. Contractor shall provide a list of program representatives to include:

• Representative Name

• Address

• Phone number

• Email Address

IV. BILLING AND PAYMENT:

A. Payment will be and Annual Subscription and billed monthly. Payment Net 30.

V. COMPLIANCE AND CORRECTIVE ACTIONS:

A. Performance complaints remedied within 30 days. Uncorrected performance issues will result in contract termination.

1. Adherence to platform-specific policies and industry standards, specifically HIPAA

VI. LICENSURE AND INSURANCE

A. License

1. Contractor, at their own expense, agrees to maintain for the duration of the Contract period all license(s), permit(s), and certificate(s) necessary to, lawfully perform the services covered by this Contract. Such License(s), permit(s), and certificate(s) shall be in full force and effect prior to conducting any work required in connection with any Contracts derived from this RFP.

2. Contractor business and professional licenses will be requested including but not limited to renewal certificates and licenses. Said documents will remain on file in the Solicitation Specialist’s office throughout the entire Contract term.

3. Contractor further agrees to advise CommUnityCare immediately in writing of any limitation, cancellation, or other termination of any license.

4. Contractor shall, upon request, furnish additional documented evidence of certifications that its performance standards meet the standards established by Joint Commission.

B. Insurance

1. Contractor shall maintain the following minimum per occurrence insurance coverage, and $5,000,000.00 aggregate liability coverage, throughout the life of the Contract:

a) General Liability $1,000,000.00

b) Occurrence Liability $1,000,000.00

c) Personal Injury $1,000,000.00

d) Workers’ compensation $100,000.00 B. Said coverage will continue throughout the term of the Contract. A copy of the Certificate of Insurance shall be maintained, by the Solicitation Specialist, throughout the life of the Contract. The successful bidder shall have the insurance carrier send the Certification prior to initiation of the Contract. The Contractor through the insurance company must agree to notify CommUnityCare immediately in writing of any limitation, modification, cancellation, or other termination of such insurance coverage.

VII. RESPONSIBILITIES

A. CommUnityCare’s Responsibilities: Coordinate assistance as deemed necessary by CommUnityCare, to perform the services requested for CommUnitycare’s desired outcome.

B. Contractor’s Responsibilities: Provide the services and reports requested above within the timeframe desired by the Pharmacy Department to achieve the desired outcome of CommUnityCare.

ATTACHMENT B

Price/cost Sheet

Provided in a Separate Document

ATTACHMENT C

Technology Questionnaire

ATTACHMENT D

Acknowledgement of Receipt Form NOTE: BIDDER SHALL COMPLETE AND RETURN THIS ATTACHMENT (all pages) WITH THEIR BID.

FAILURE TO DO SO WILL RESULT IN DISQUALIFICATION OF THE OFFER. By signature hereon, the Respondent certifies that:

• All statements and information prepared and submitted in the response to this Request for Proposal are current, complete and accurate.

• He/she has not given, offered to give, nor intends to give at any time hereafter, any economic opportunity, future employment, gift, loan gratuity, special discount, trip, favor, or service to a CommUnityCare in connection with the submitted response. Failure to sign the Acknowledgement of Receipt Form or signing it with a false statement shall void the submitted Offer or any resulting Contracts.

• Neither the Respondent or the firm, corporation, partnership, or institution represented by the Respondent or anyone acting for such firm, corporation, or institution has violated the antitrust laws of this State, codified in Section 15.01, et seq., Texas Business and Commerce Code, or the Federal antitrust laws, nor communicated directly or indirectly the Offer made to any competitor or any other person engaged in such line of business.

• Respondent agrees that any payments due under this Contract will be applied towards any debt, including but not limited to delinquent taxes and child support that is owed to the State of Texas.

• Respondent represents and warrants that the individual signing this Execution of Offer is authorized to sign this document on behalf of the Respondent and to bind the Respondent under any Contract resulting from this Offer.

• Suspension, Debarment, and Terrorism: Respondent certifies that the bidding entity and its principals are eligible to participate in this transaction and have not been subjected to suspension, debarment, or similar ineligibility determined by any federal, state or local governmental entity and that Respondent is in compliance with the State of Texas statutes and rules relating to procurement and that Respondent is not listed on the federal government’s terrorism watch list as described in Executive Order 13224.