ESBD_535368_1791323861927_HHS0017021_ Request for Offer (RFO) PDF.pdf

RFO No. HHS0017021 Page 1 of 41

Version 2.30

Revision Date 04/28/2025

Stephanie Muth, Executive Commissioner

Request for Offer (RFO) for

Service Desk and Deskside Support Services

RFO No. HHS0017021

Date of Release: October 06, 2026

Responses Due: Refer to Section 3.1 (Schedule of Events)

NIGP Class/Item Codes

920-31 - Installation of Computers, Peripherals, and Related Equipment (Including

Software)

920-47 - Support Services, Computer, Includes Computer Warranties

958-23 - Computer Management Services

961 – 02 Administrative Services, All Kinds

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Table of Contents Article I. Introduction, Definitions, and Authority

1.1 Introduction

1.2 Definitions

1.3 Authority

Article II. Scope of Work

2.1 Description of Services

2.2 Requirements

2.3 Contract Award, Term and Historical Compensation

2.3.1 Contract Award and Execution

2.3.2 Contract Term

2.3.3 Historical Compensation

2.4 Data Use Agreement and Security Privacy Inquiry

2.5 No Guarantee of Volume, Usage, or Compensation

2.6 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 HSP Conference

3.4.1 Attendance

3.4.2 Conference Logistical Information

3.4.3 Questions at HSP 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 Option

3.6.3 Submission Checklist

3.6.4 Labeling and Delivery for USB Drive 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 Best and Final Offer (BAFO)

4.2.7 Final Written Response Score

4.2.8 Summary of Best Value Determination

4.3 Questions or Requests for Clarification

Article V. Narrative Proposal Requirements

5.1 Narrative Proposal Instructions

5.1.1 Executive Summary

5.1.2 Project Work Plan

5.1.3 Key Staffing Profile

Article VI. Required Respondent Information

6.1 Company Information

6.1.1 Company Narrative

6.1.2 Company Profile

6.2 Franchise Tax – Right to Transact Business in Texas

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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 Subcontracting Plan

6.9 Secretary of State Certification

Article VII. Cost Proposal

7.1 Cost Proposal

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

8.2 Insurance

8.2.1 Required Coverage

8.2.2 Alternative Insurability

8.3 Protest

Article IX. List of Exhibits

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ARTICLE I. INTRODUCTION, DEFINITIONS, AND AUTHORITY

1.1 INTRODUCTION

The State of Texas, by and through the Texas Health and Human Services Commission (HHSC), is seeking a qualified Contractor to provide Managed Services Staff to supplement the provision of IT Service Delivery & Support (ITSDS) and Deskside Support (DSS) by State employees.

HHSC Procurement Contracting Service (PCS) will administer the procurement process for this

Solicitation, which includes Solicitation 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 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

HHSC https://hhs.texas.gov.

1.2 DEFINITIONS

Refer to Exhibit B, Health and Human Services (HHS) Uniform Terms and Conditions

(UTC) – Vendor, and Exhibit P, Managed Services Staff Metrics, 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:

“Addendum” means a written clarification or revision to this Solicitation issued by HHS PCS and posted to the ESBD.

“Average Handle Time (AHT)” means the average duration of a call, including talk time and call-related follow-up activities.

“Average Speed of Answer (ASA)” means the average amount of time a caller waits before the call is answered.

“Abandonment Rate” means the percentage of calls disconnected by callers before being answered.

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

https://hhs.texas.gov/

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“Business Day” means any day (24-hour period) in which normal business operations of HHS are conducted (e.g., excludes Saturday, Sunday and the national holidays specified in Section

662.003(a) of the Texas Government Code.)

“Business Hour” means a clock hour during standard Business Hours from 8:00 AM to 5:00 PM of a Business Day as specified in Section 662.003(a) of the Texas Government Code.

“Calendar Day” means every day on the calendar, i.e. all 365 days of the year (366 if it is a leap year).

“CompTIA A+ Certification” is an industry‑recognized, vendor‑neutral credential issued by

CompTIA that validates foundational IT skills in hardware, operating systems, networking, security, and technical troubleshooting.

“Contract Start Date” means the date on which the Contract becomes effective and the Contract

Term begins. Unless a different start date is expressly stated in the executed Contract, the Contract

Start Date is the same date as the Contract Execution Date.

“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.

“Contract Execution Date” means the date on which all Parties have signed the Contract, thereby making it legally binding and enforceable.

“Critical Roles” refers to all Key Personnel Staff as designated by the Contractor, as well as the

Deskside Services Team Lead, who collectively are responsible for overseeing the management, coordination, and delivery of Managed Services Staff and Deskside Support Services.

“Customer Satisfaction (CSAT)” means the average Customer Satisfaction score measured using

HHSC - approved survey methods.

“DFPS” means the Department of Family and Protective Services.

“DSS” means Deskside Support Services.

“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:

http://www.txsmartbuy.com/esbd.

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

https://statutes.capitol.texas.gov/?tab=1&code=GV&chapter=GV.662&artSec=662.003 https://statutes.capitol.texas.gov/?tab=1&code=GV&chapter=GV.662&artSec=662.003 https://statutes.capitol.texas.gov/?tab=1&code=GV&chapter=GV.662&artSec=662.003 https://texas-sos.appianportalsgov.com/rules-and-meetings?$locale=en_US&interface=VIEW_TAC_SUMMARY&queryAsDate=04%2F14%2F2025&recordId=208793 https://texas-sos.appianportalsgov.com/rules-and-meetings?$locale=en_US&interface=VIEW_TAC_SUMMARY&queryAsDate=04%2F14%2F2025&recordId=208793 http://www.txsmartbuy.com/esbd

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“First Call Resolution (FCR)” means the percentage of incidents resolved during the initial contact without the need for follow-up.

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

“HIPAA” means the Health Insurance Portability and Accountability Act of 1996, a United States federal law that establishes national standards to protect the privacy, security, and confidentiality of individuals’ health information, including requirements applicable to covered entities and business associates. HIPAA information and regulatory guidance may be accessed at:

https://www.cdc.gov/phlp/php/resources/health-insurance-portability-and-accountability-act-of-

1996-hipaa.html.

“Subcontracting Plan” or “SP” means written documentation regarding the use of subcontractors, which is required 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.

“IEE" means the Integrated Eligibility & Enrollment system, which is supported by the TIERS

Service Desk.

“ITSDS” means IT Service Delivery & Support.

“Information Technology Infrastructure Library (ITIL) Foundation” means a globally recognized framework and certification that provides best practices for Information Technology Service

Management (ITSM), focusing on aligning IT services with business needs. ITIL Foundation materials and overview information may be accessed at: https://www.itil.com/at-a-glance.

“Key Personnel Staff” means the individuals that are employed by Contractor and are designated to support the management of Managed Services Staff.

“Managed Services” refers to the ongoing management, operation, and support of IT or business functions by a third-party provider, who delivers these services according to agreed-upon service levels.

“Managed Services Staff” means the individuals contracted by Contractor who will perform the

Services under the Contract.

“Operations Start Date” means the date on which the Contractor is required to begin providing the Services as specified in the Contract, marking the commencement of operational responsibilities under the agreement.

https://www.cdc.gov/phlp/php/resources/health-insurance-portability-and-accountability-act-of-1996-hipaa.html https://www.cdc.gov/phlp/php/resources/health-insurance-portability-and-accountability-act-of-1996-hipaa.html https://statutes.capitol.texas.gov/Docs/GV/htm/GV.2161.htm https://www.itil.com/at-a-glance

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“Original Candidate Resume” means the candidate's resume as it was initially submitted, without any modifications, edits, or alterations made by the Contractor.

“Planned Separation” means a process in which an employee or contractor’s departure from a position or organization is scheduled in advance, allowing for appropriate notice, transition of responsibilities, and completion of necessary exit procedures.

“Operational Readiness” means the state in which all systems, personnel, processes, and resources are fully prepared and able to commence and maintain delivery of services as specified in the Contract.

“Qualified Candidate(s)” means an individual who meets all minimum requirements specified in the job description for the position being filled and complies with contractual and agency standards. This includes the experience or education requirements, and the candidate has demonstrated competency in the required skills.

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

“Response” means Respondent’s full and complete response (including any attachments and addenda) to this Solicitation, which is incorporated by reference for all purposes in its entirety.

“Service Desk” means any of the dedicated teams providing Tier 1 support for DFPS, Enterprise, or TIERS customers.

“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.

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

“Tier 1” means support for basic customer issues such as solving usage problems and fulfilling

Service Desk requests that need IT involvement.

“Tier 2” means support for the assessment of issues and provision of solutions for problems that cannot be handled by Tier 1.

“TIERS” means Texas Integrated Eligibility Redesign Systems.

“Transition” means the orderly and expeditious transfer of services from the outgoing service provider at the beginning of the Contract.

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“Turnover” means the orderly and expeditious handoff of services to the incoming service provider at the end of the Contract.

“Unplanned Separation” refers to an event in which an employee or contractor separates from a position or organization without prior scheduling or advance notice. Such separation may occur due to unforeseen circumstances, including but not limited to, involuntary termination, resignation without notice, or other unexpected incidents.

“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/.

1.3 AUTHORITY

HHSC is soliciting the services stated in this solicitation under the authority Texas Government

Code, Section §2157.006(a)(2).

https://comptroller.texas.gov/purchasing/programs/vendor-performance-tracking/ https://statutes.capitol.texas.gov/?tab=1&code=GV&chapter=GV.2157&artSec=2157.006 https://statutes.capitol.texas.gov/?tab=1&code=GV&chapter=GV.2157&artSec=2157.006

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ARTICLE II. SCOPE OF WORK

2.1 DESCRIPTION OF SERVICES

The Texas Health and Human Services (HHS) System is comprised of more than fifty thousand public servants under two (2) agencies: HHSC and DSHS. HHSC, as authorized by applicable statute, provides administrative support to certain State agencies such as DSHS and DFPS. Users of the Services described in this solicitation may include State employees, contractors, and volunteers as well as HHSC-designated entities (e.g., private provider staff). The solicitation describes HHSC’s business requirements, technical requirements, service level requirements, and other information related to HHSC’s environment.

2.2 REQUIREMENTS

The Contractor shall provide qualified Managed Services Staff to support HHSC’s IT Service

Delivery & Support Services (ITSDS) and Deskside Support Services (DSS) in accordance with this Solicitation and Exhibit Q, Requirements Traceability Matrix (RTM).

The detailed Contractor requirements are set forth in Exhibit Q, Requirement Traceability

Matrix (RTM), and the applicable exhibits and attachments included in this Solicitation.

In accordance with Exhibit Q, Requirements Traceability Matrix (RTM), a summary of the requirement areas is provided below:

1. Transition Requirements, (Table 1)

2. Operations Phase Requirements

a. Staffing Requirements, (Table 2)

b. Onboarding & Security Requirements, (Table 3)

c. Staffing Change Requirements, (Table 4)

d. Reporting & Meetings Requirements, (Table 5)

e. Invoice & Timekeeping Requirements, (Table 6)

f. Performance & Compliance Requirements, (Table 7)

3. Key Performance Measures & Liquidated Damages, (Table 8)

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4. Deliverable Requirements, (Table 9)

2.3 CONTRACT AWARD, TERM AND HISTORICAL COMPENSATION

2.3.1 Contract Award and Execution

System Agency intends to award one (1) Contract as a result of this Solicitation. Any award is contingent upon approval of the System Agency Executive Commissioner or their designee.

If, for any reason, a final Contract cannot be executed with a Respondent selected for award within thirty (30) days of System Agency’s determination to seek to contract with that Respondent, System Agency may negotiate a Contract with the next highest-scoring Respondent or may withdraw, modify, or partially award this Solicitation.

2.3.2 Contract Term

The initial term of any Contract resulting from this Solicitation will be for a period of 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.

2.3.3 Historical Compensation

Historical compensation under Contracts with similar scope and size to this Solicitation has been approximately $3,899,492.84 per fiscal year. Notwithstanding Section 2.3.3 (Historical

Compensation), HHSC reserves the right to adjust any projected amount based on state funding during the term of a resulting Contract.

2.4 DATA USE AGREEMENT AND SECURITY PRIVACY INQUIRY

By entering into a Contract with HHSC as a result of this Solicitation, Contractor agrees to be bound by the terms of the Data Use Agreement (DUA) attached as Exhibit D.

Contractor must ensure that all Confidential Information (as defined in Exhibit D, Data Use

Agreement (DUA)), including such information residing on back-up systems, remains within the

United States. Confidential Information must not be accessed by Contractor personnel located

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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).

2.5 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.

2.6 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 OCTOBER 06, 2026

Subcontracting Plan Conference

Attendance is Optional

OCTOBER 13, 2026, at 10:00 AM

Central Time (CT)

Deadline for Submitting Questions or Requests for

Clarification

OCTOBER 14, 2026 at 10:00 AM

Central Time (CT)

Tentative Date Responses to Questions or Requests for

Clarification Posted on ESBD

OCTOBER 21, 2026

Deadline for courtesy SP Review OCTOBER 22, 2026, at 2:00 PM

Central Time (CT)

Deadline for Submission of Solicitation Responses

[NOTE: Responses must be RECEIVED by HHSC by the deadline.]

NOVEMBER 03, 2026, at 10:30

AM Central Time (CT)

Evaluation Period NOVEMBER 2026

Anticipated Notice of Award MARCH 2027

Anticipated Contract Execution Date / Contract Start Date

AUGUST 2027

Note: For purposes of this Schedule of Events, the anticipated Contract Execution Date and anticipated Contract Start Date are aligned as the same date. If the final executed Contract establishes a different start date, the Contract term will control.

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.

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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

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 must 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 IT system or website referenced in this Solicitation. Communications via telephone are not binding.

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

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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.

Name Ron Hurley , CTCD, CTCM

Title Contract Administrator Manager I

Address Procurement and Contracting Services Building

1100 W 49th St. MC: 2020

Austin, TX 78756

Phone Phone: 512-406-2598

Email Ron.Hurley@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. Respondents must 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 (Sole Point of Contact) are as follows:

a. Respondents with questions relating to the SP Subcontracting Plan are permitted to direct those questions to the VetHUB 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.

mailto:Ron.Hurley@hhs.texas.gov mailto:cheryl.bradley@hhs.texas.gov

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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.

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 (Schedule of Events)). 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;

3. Question topic (e.g., “Schedule of Events,” or “Exhibit N, 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.

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3.4 SP CONFERENCE

3.4.1 Attendance

HHSC PCS will conduct an Subcontracting Plan conference. Attendance is optional but highly recommended.

As part of the Subcontracting Plan conference, HHSC PCS VetHUB will provide a training that will include an overview of the SP Subcontracting Plan.

3.4.2 Conference Logistical Information

HHSC PCS will hold the Subcontracting Plan Conference webinar 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.

SP Conference Webinar Information:

Registration URL https://attendee.gotowebinar.com/register/6237252843120808023

Webinar ID 355-864-099

3.4.3 Questions at SP 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. During the conference, HHSC may provide responses to questions and requests for clarification, but 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.

c. 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).

https://attendee.gotowebinar.com/register/6237252843120808023

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d. Conversations with HHSC program area staff before or after the HSP 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 must 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. Respondents should focus on the instructions and requirements of the Solicitation.

3.5.2 Page Limit and Supporting Documentation

The Narrative Proposal (Article V) should not exceed forty (40) pages and should be formatted for 8 ½" x 11" paper with 1-inch margins and typed in Times New Roman, 12-point font. 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 Section 3.1

(Schedule of Events) to remedy discrepancies or variations in Solicitation Response submissions.

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

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Revision Date 04/28/2025 required to use the Exceptions Form included as Exhibit E 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 E 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 by HHSC and made a part of the Contract in writing by

HHSC.

3.5.5 Assumptions

Respondent must identify on the Exhibit F, Assumptions Form, 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, accepted, and incorporated into any Contract resulting from this Solicitation 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 will 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) or Section 3.5.5 (Assumptions), the

Respondent may be disqualified from further consideration for Contract award.

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 (Schedule of

Events) will be rejected and not considered for Contract award.

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3.6.2 Submission Option

a. Submission Option #1: Respondent must submit two (2) USB drives—one (1) labeled

“Original Proposal” and one (1) labeled “Copy”—containing the following documents:

1. Each USB drive must contain one (1) file named “Original” that contains the

Respondent’s entire Solicitation Response (except the cost proposal and

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 drive 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 drive 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 (Subcontracting Plan), each USB drive 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 must submit the following through the Online Bid

Room utilizing the procedures in Exhibit M, HHS Online Bid Room Information:

1. 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 Requirements Regarding Disclosure) 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) 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 ( Subcontracting Plan) one (1) file named

“Subcontracting Plan” in searchable PDF, that contains the Respondent’s

Subcontracting Plan and all supporting documentation.

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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 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 (Article V) SC ____

2. Company Information (Section 6.1) SC ____

3. Franchise Tax Information (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 (if applicable)

(Section 6.5, Exhibit I) AC

8. Certification Regarding Lobbying (if applicable)

(Section 6.5, Exhibit J) AC ____

9. Federal Funding Accountability and

Transparency Act (FFATA)

(Section 6.5, Exhibit K) AC ____

10. Exceptions (if applicable) (Section 3.5.4, Exhibit E) AC ____

11. Assumptions (if applicable) (Section 3.5.5, Exhibit F) AC ____

12. Other Reports (Section 6.6) AC ____

13.

Attachment 2 to the DUA, Security and

Privacy Inquiry (SPI)

(Section 2.4, Exhibit D-1) AC ____

14. Certificate of Authority (Section 6.9) AC ____

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15. Transition Staffing Schedule (Section 5.1.2, Exhibit R) AC ____

B. Cost Proposal (Article VII and Exhibit N) SC ____

C. Subcontracting Plan Requirements

(Section 6.8 and Exhibit G) SC ____

3.6.4 Labeling and Delivery for USB Drive Submission and Other Materials

Respondent must deliver Solicitation Responses submitted via USB drive by one (1) 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

Solicitation Response Deadline identified in Section 3.1 (Schedule of Events). A dated shipping label, invoice of receipt 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 must be RECEIVED by HHSC PCS by the Solicitation Response Deadline identified in

Section 3.1 (Schedule of Events).

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

SOLICITATION NO: HHS0017021

SOLICITATION NAME Service Desk and Deskside Support Services

SOLICITATION RESPONSE DEADLINE Refer to Section 3.1 (Schedule of Events)

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PURCHASER NAME: Ron Hurley 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’ 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

Sole Point of Contact identified in Section 3.3.1 (Sole Point of Contact); or (2) modify its

Solicitation Response by submitting a written amendment to the Sole Point of Contact identified in Section 3.3.1 (Sole Point of Contact). 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.

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ARTICLE IV. SOLICITATION RESPONSE EVALUATION AND AWARD

PROCESS

4.1 CONFORMANCE WITH STATE LAW

Solicitation Responses must be evaluated in accordance with Texas Government Code §2155.144 and §2157.003. HHSC must not be obligated to select the lowest priced Solicitation Response but must 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. The evaluators will review the Solicitation Responses considering the criteria listed in Section 4.2.5 (Written Response Evaluation Criteria).

Evaluators will individually score the Solicitation Responses. This procurement will utilize aggregated individual evaluation methodology as outlined by this section.

The following subsections describe the evaluation process, including any criteria for advancement to the various phases of evaluation, if applicable.

4.2.2 Minimum Qualifications

Respondents must meet the minimum qualifications listed below.

a. Respondents must have minimum of five (5) years of experience in staff augmentation services;

b. Respondents must be financially solvent and adequately capitalized, as determined based on a review of documentation required by Section 6.6 (Other Reports);

c. Respondents have submitted the Solicitation Response in accordance with Section 3.6, (Solicitation Response Submission and Delivery) including all Solicitation

Consideration and Award Consideration Documents, see Section 3.6.3 (Submission

Checklist);

4.2.3 Initial Compliance Screening

HHSC will review Solicitation Responses for compliance with the Section 3.6.3 (Submission

Checklist) and for demonstrated ability to meet the Section 4.2.2 (Minimum Qualifications) https://statutes.capitol.texas.gov/?tab=1&code=GV&chapter=GV.2157&artSec=2155.144 https://statutes.capitol.texas.gov/?tab=1&code=GV&chapter=GV.2157&artSec=2157.003

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Revision Date 04/28/2025 required to advance to evaluations. Failure to meet Section 4.2.2 (Minimum Qualifications), will result in the disqualification of the Solicitation Response.

HHSC will automatically disqualify any Solicitation Response that does not include one or more of the completed and signed (as applicable) Solicitation Consideration Documents listed in Section

3.6.3 (Submission Checklist).

At its sole discretion, HHSC may disqualify any Solicitation Response that does not include all required Award Consideration Documents. Reference Section 3.6.3 (Submission Checklist).

HHSC may contact references provided in response to this Solicitation. HHSC may contact

Respondent’s clients, or solicit information from any available source, including the Comptroller’s

VPTS. Any information received may be grounds for disqualification if that information, in

HHSC’s sole discretion, suggests that the Respondent may perform poorly if selected.

4.2.4 Written Solicitation Response Evaluation

Each member of the evaluation team will read the Solicitation Responses in preparation for evaluation. The evaluation team will score all Solicitation Responses that pass initial screening

Section 4.2.3 (Initial Compliance Screening). Solicitation Responses will be scored against the criteria in Section 4.2.5 (Written Response Evaluation Criteria).

Solicitation Responses will be evaluated utilizing aggregated individual scoring and any other methods outlined in Article IV, Solicitation Response Evaluation and Award Process. The individual evaluators’ scores will be aggregated and weighted, resulting in the Final Written

Response Scores, unless BAFOs are conducted.

4.2.5 Written Response Evaluation Criteria

Solicitation Responses must be consistently evaluated and scored in accordance with the following criteria. See also, Exhibit L, Evaluation Tool.

a. Experience (35%)

b. Narrative Proposal (30%)

c. Cost (35%)

4.2.6 Best and Final Offer (BAFO)

HHSC may, at its sole discretion, following the execution of Section 4.2.1 (Selection

Methodology) request BAFOs from all Respondents or, if applicable. The request for a BAFO will allow a Respondent the opportunity to revise its original Solicitation Response, including pricing, or leave its Solicitation Responses originally submitted. Revisions must be submitted in the manner and form prescribed by the BAFO request. Requests will be sent to the point of contact

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Revision Date 04/28/2025 provided by the Respondent. HHSC is not responsible for a Respondent’s failure to timely receive the BAFO request.

HHSC reserves the right to request more than one BAFO from each of the selected Respondents.

If a response is submitted to a request for a BAFO, the Final Written Response Scores (as outlined by Section 4.2.7) will be revised in accordance with the stated criteria in Section 4.2.5

(Written Response Evaluation Criteria) as to any changes made to the Respondent’s original

Solicitation Response. A request for a BAFO does not guarantee an award or further negotiations.

If BAFOs are requested by HHSC and submitted by the Respondent, they will be evaluated using the criteria stated in the BAFO invitation, scored, and ranked by the evaluation committee. The award will then be granted to the highest scoring Respondent. However, a Respondent should provide its best offer in its original Solicitation Response. Respondents should not expect or assume that HHSC will request a BAFO.

4.2.7 Final Written Response Score

A Respondent’s Final Written Response Score is the score from the Section 4.2.4 (Written

Solicitation Response Evaluation). If BAFOs are conducted, the Final Written Response Score may be adjusted in accordance with Section 4.2.6 (Best and Final Offer). Final Written Response

Score may not always determine best value or selection for negotiation and award, see Section

4.2.8 (Summary of Best Value Determination) for more information.

4.2.8 Summary of Best Value Determination

The final selection for award will be based on best value, as determined by this section. This includes any scoring adjustments for outliers, Interviews, best and final offers, oral presentations, demonstrations, site visits, or other additional considerations as specified by this solicitation.

Respondents are encouraged to thoroughly review the processes outlined in this section, as it documents the best value considerations to be made by HHSC when selecting a Respondent for negotiation and Contract award.

4.3 QUESTIONS OR REQUESTS FOR CLARIFICATION

By submitting a Solicitation Response, Respondent grants HHSC the right to ask questions, request clarifications and to obtain any information from any lawful source regarding the past history, practices, conduct, ability, and eligibility of the Respondent to supply Goods or Services and to fulfill requirements under this Solicitation, and the past history, practices, conduct, ability, and eligibility of any director, officer, or key employee of the Respondent. By submitting a Solicitation

Response, the Respondent generally releases from liability and waives all claims against any party providing information about the Respondent at the request of HHSC. Such information may be taken into consideration in evaluating the Solicitation Response.

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ARTICLE V. NARRATIVE PROPOSAL REQUIREMENTS

5.1 NARRATIVE PROPOSAL INSTRUCTIONS

Respondents must submit a Narrative Proposal that clearly describes their proposed approach, qualifications, staffing, and ability to perform the Services required by this Solicitation. The

Narrative Proposal must address the requirements in this (Article V, Narrative Proposal

Requirements) and must not include cost information. Cost information must be submitted separately in accordance with (Article VII, Cost Proposal).

5.1.1 Executive Summary

Respondents must provide an executive summary of their proposal (excluding cost information) that asserts the Respondent is providing, in its proposal, all the requirements of this Solicitation, including Article II, Scope of Work.