ESBD_File_235745_HHS0010155 RFI Statewide Intake Automatic Call Distribution.pdf

RFI No. HHS0010155 Page 1 of 10

Cecile E. Young, Executive Commissioner

REQUEST FOR INFORMATION (RFI)

Statewide Intake Automatic Call Distribution

RFI No. HHS0010155

Date of Release: Thursday, April 22, 2021 Responses Due: Monday, May 24, 2021 at 10:30 A.M. Central Time

NIGP Class-Item Code:

883-19 *Automatic Call Distribution (ACD) Systems

883-32 *Computer Telephony Integration (CTI) Systems 883-80 *Telephone Switching (PBX) Systems

(*)Automatic Call Distribution (ACD) System

Health and Human Services Commission

Procurement and Contracting Services Division

RFI for Statewide Intake Automatic Call Distribution

RFI No. HHS0010155 Page 2 of 10

Table of Contents

1. Introduction

1.1 Definitions

1.2 Background

1.3 Purpose

1.4 Objectives for this RFI:

2. General Instructions and Response Requirements

2.1 General Information

2.2 Response Submission, Date, Time, and Location

2.3 Designated Point of Contact

2.4 Response Format

2.5 Texas Public Information Act

2.6 Disclaimers

List of Exhibits

RFI No. HHS0010155 Page 3 of 10

1. Introduction

The Texas Health and Human Services Commission (HHSC) is requesting information on the behalf of Department of Family and Protective Services (DFPS) seeking responses from interested parties to obtain information related to a Statewide Enterprise Administrative Automatic Call Distribution System to route incoming phone calls 24 hours a day, seven days a week. DFPS may use this information to develop one or more procurements for the delivery of services that will aid in on-going planning efforts that may lead to a new call center solution.

This notice is issued solely for information and planning and does not constitute a Request for Offer (RFO) or a commitment on the part of the HHSC to conduct a solicitation for the below-listed services in the future. Respondents are advised that HHSC will not pay for information submitted in response to this RFI, nor will it compensate Respondents for any costs incurred in the development/furnishing of a response. HHSC will not accept or respond to telephone calls, emails, or questions regarding this RFI. Please note that a vendor’s participation in this RFI will neither preclude nor give advantage to that vendor in any future solicitation. Similarly, a vendor’s decision not to submit a response to this RFI will neither preclude nor disadvantage that vendor in any future solicitation.

HHSC is authorized to engage with vendors through this RFI by Texas Government Code Section 2155.090(b). HHSC will conduct this RFI and engage with the vendor community in accordance with the Health and Human Services (HHS) Vendor Interaction Policy, available on the HHS website at https://hhs.texas.gov/sites/default/files/documents/doing-business-with-hhs/vendor-contract-information/vendor-interaction-policy.pdf.

1.1 Definitions

CAPPS- Centralized Accounting and Payroll/Personnel System - DFPS & HHSC financial application used to enter and process all financial and procurement related requests.

Department of Family and Protective Services (DFPS)- An executive agency of the State of Texas.

Health and Human Services Commission (HHSC)- State agency under the HHS system.

Information Management Protecting Adults and Children (IMPACT)- Information Management Protecting Adults and Children in Texas is the system in which Texas Department of Family and Protective Services (DFPS) staff record casework related activities.

Internet Message Access Protocol (IMAP)- Industry standard protocol used to receive and send email messages.

Lightweight Directory Access Protocol (LDAP)- Industry standard protocol used for interacting with directory servers and services.

Open Database Connectivity (ODBC)- Industry standard application interface for accessing databases.

Respondent- Entity responding to this Request for Information.

Request for Information- A document used to obtain general information about products, services, or suppliers.

https://hhs.texas.gov/sites/default/files/documents/doing-business-with-hhs/vendor-contract-information/vendor-interaction-policy.pdf https://hhs.texas.gov/sites/default/files/documents/doing-business-with-hhs/vendor-contract-information/vendor-interaction-policy.pdf

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Simple Mail Transfer Protocol (SMTP)- Industry standard protocol for electronic mail transmission.

Work Force Management Group (WFMG) - A term for a group at SWI who handle the scheduling and adherence monitoring of staff, or a broad/collective term used when referring to one or more services that allow for scheduling, agent monitoring, or quality assurance activities (i.e. Verint is the current solution that allows SWI staff to perform WFM activities).

Work Force Management (WFM)- A tool used to handle the scheduling, adherence monitoring of staff, and quality assurance activities.

1.2 Background

The Texas Department of Family Protective Services (DFPS) issues this Request for Information (RFI) to gather further information that will aid in the replacement of the existing Statewide Intake (SWI) Automated Call Distribution (ACD) System, Help desk, Administrative Phone System, and Finance hotline. DFPS is considering replacing the existing system with a new solution capable of providing all features and functions of the existing system and incorporating additional capabilities that will improve upon the existing system while adding flexibility for future expansion.

The DFPS Statewide Intake (SWI) contact center is to assist reporters from the public in reporting issues of:

1. Child abuse and neglect;

2. Abuse, neglect, self-neglect, and exploitation of the elderly or adults with disabilities living at home;

3. Abuse of children in child-care facilities or treatment centers; and

4. Abuse of adults and children who live in state facilities or are being helped by programs for people with mental illness or intellectual disabilities.

The SWI Contact Center is open 24 hours a day, seven days a week, year-round. In addition to phone calls, SWI receives Internet reports, faxes, and letters. An Intake Specialist enters all incoming information into Information Management Protecting Adults and Children in Texas (IMPACT) system. The IMPACT system is a case management system tool used by DFPS to manage cases, payments, and resources contracted with the agency. Traditionally, SWI operates at a physical DFPS office. A Teleworker model was recently deployed which allows numerous intake workers to work from remote locations.

DFPS has approximately 250+ remote sites and 13k+ employees across Texas that will utilize a centralized Voice over Internet Protocol (VoIP) system for inbound and outbound public calls and inter agency calls. These sites are considered by DFPS as Administrative or Admin Sites.

This is to differentiate between State-Wide Intake (SWI) ACD system tenant and the Admin system tenant.

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1.3 Purpose

DFPS is interested in receiving information from potential vendors regarding the replacement of the existing SWI ACD Systems, Help desk, Administrative Phone, System and Finance hotline.

DFPS has developed a list of required and desired features and functions that would benefit DFPS in a potential replacement system, Exhibit A - System Requirements and Matrix is a defined list of requirements expressing our current systems capabilities, along with features and functions desired in a replacement solution.

DFPS requests an assessment and comments on the adequacy of the defined requirements and requests suggestions regarding potential alternative solutions that may aid DFPS in refining solution requirements. The attached requirements worksheet is provided for review and comment regarding the validity of the requirements and to demonstrate how a vendor’s products meet the requirements. Responses shall include estimates for solution packages and potential offerings.

Estimates provided will be used during the internal planning phase of this project. Vendors may add additional items (features/functions or services) to the requirements worksheet along with any other information that would enhance the project.

DFPS is interested in receiving ideas, comments, and specific details regarding the replacement of the existing SWI ACD Systems, Help desk, Administrative Phone, System and Finance hotline. SWI ACD phone system shall include capacity resources for back office support capabilities. The Admin phone system shall operate as a separate tenant and not affect the SWI ACD system during planned maintenance events.

The objectives of this project are:

1. Provide an all-encompassing, integrated call center solution optimized for DFPS business processes;

2. Implement a call center solution that can easily be adapted by DFPS staff to changing business process;

3. Implement a redundant, fault tolerant, highly available all-encompassing communications management solution, providing high availability for dial tone and management applications such as dialer, softphone, work force management and voice recording;

4. Implement a solution that remains available if the primary solution is unavailable due to planned or unplanned outages;

5. Implement a solution where all components adhere to EIR accessibility standards as defined in 1 TAC 206 Subchapter B, TAC 213 Subchapters A and B, WCAG 2.0 AA conformance at minimum, and WCAG 2.1 AA conformance to meet more current industry standards. (WCAG 2.1 A and AA preferred);

6. Implement a solution that will record, store, and play back all phone interactions conducted over the system, and allows the ability to evaluate recorded calls, aggregate the data from various evaluation forms, and run custom data queries from completed evaluations.

7. Implement an all-in-one state-of-the-art voice messaging / unified communications platform;

https://texreg.sos.state.tx.us/public/readtac$ext.ViewTAC?tac_view=5&ti=1&pt=10&ch=206&sch=B&rl=Y https://texreg.sos.state.tx.us/public/readtac$ext.ViewTAC?tac_view=4&ti=1&pt=10&ch=213 http://www.w3.org/TR/WCAG20/ http://www.w3.org/TR/WCAG21/

RFI No. HHS0010155 Page 6 of 10

8. Implement a solution that will migrate and retain historical data and analyze real time data while developing reports that aid in management of the call center by providing information that ensures DFPS meets state mandated requirements;

9. Implement a solution that will allow for a multisite solution and provide the ability to manage remote offices and or teleworker locations;

10. Implement a solution that will provide business continuity to local and remote locations:

and

11. Implement a fully functioning Administrative phone system to include;

A. Hunt groups B. Programmed Call Forwarding to external phone number C. Overhead paging, overhead zone paging, desktop phone/softphone paging D. One touch call transfer for receptionist E. Phone captioning for hearing impaired F. Voicemail G. Survivable Remote Site Telephony (SRST)

1.4 Objectives for this RFI:

1. Allow suppliers and vendors time to assess and comment on the adequacy and clarity of the defined requirements;

2. Allow vendors to offer suggestions regarding potential alternative solutions that would meet the defined or suggested requirements, reduce overall costs should DFPS procure a new solution, and maximize potential features and functions in a potential replacement system;

3. Allow vendors an opportunity to recommend implementation timelines for planning and deployment efforts;

4. Gather information that can be used to assist DFPS in determining whether to proceed with the requirements/strategy as planned, and if so gather information from our vendors that will further develop our strategy;

5. Allow vendors an opportunity to provide costs for various aspects of the defined requirements;

6. Allow vendors an opportunity to provide information that will assist in cost estimates, timelines, requirements definition, and other aspects of this project;

7. Allow vendors an opportunity to assist DFPS in becoming a more informed buyer by enhancing our understanding of the industry goods and service offerings in our area of interest.

This RFI is to collect information from potential vendors for the features, functions, pricing and possible options DFPS may consider in the development of a solicitation for the replacement of the Automated Call Distribution system. This RFI does not constitute a solicitation of proposals, RFI No. HHS0010155 Page 7 of 10 a commitment to conduct a procurement, or an offer to contract or a prospective contract. DFPS will not award a contract as a result of this RFI. DFPS will not be liable for any costs incurred by Respondents in the preparation and submission of information in responses to this RFI.

2. General Instructions and Response Requirements

Respondents shall include any information that provides background in current trends, developments in technologies, methodologies, and tools, for Automatic Call Distribution Systems. For Respondents providing information on theoretical approaches that have not been applied to large-scale implementations for state government, provide information on your experience on the proposed solution and how it applies to this project’s goals. Obtaining information on emerging theoretical and conceptual solutions is an important component of this RFI’s noted in the Introduction.

In addition to the written information, Respondents shall complete:

1. Exhibit A- System Requirement and Matrix - an excel document with 10 tabs.

If additional space is required, please attach those responses to the excel document.

2. Exhibit C - Policy-Driven Adoption for Accessibility (PDAA) Assessment Exhibit C is also referenced on the Accessibility Tab of Exhibit A.

Respondents shall use the follow exhibits to complete Exhibit A. These exhibits provide historical data and previous specifications:

1. Exhibit B - Statewide Intake Current and Historical Data

2. Exhibit D - Voluntary Product Accessibility Template (VPAT 2.4 Rev 508, latest version) Exhibit D is referenced on the Accessibility Tab of Exhibit A.

3. Exhibit E - AUX Codes for Intake Specialists

AUX Codes are referenced on Functionality Tab of Exhibit A.

As noted in the Section 1. Introduction, HHSC will not accept or respond to telephone calls, emails or questions regarding this RFI. HHSC may choose to contact Respondents directly after reviewing the information provided in response to the RFI for clarification only. Any contact or communication from HHSC requesting clarification on a submitted response does not indicate a preference towards a Respondent or offer them any type of advanced standing on any project related to, or not related to, this RFI.

2.1 General Information

This RFI is issued for the sole purpose of obtaining information on Statewide Enterprise Administrative Automatic Call Distribution System. All interested parties are encouraged to respond to this RFI.

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HHSC will not be liable for any costs incurred by Respondents in the preparation and submission of information in response to this RFI.

All materials received by HHSC become the property of HHSC and will not be returned to the sender. There will be no acknowledgment by HHSC of receipt of the information. Acceptance of responses to this RFI places no obligations of any kind upon HHSC or DFPS. Any information or ideas received from Respondents to the RFI, in any form, may be used by HHSC or DFPS without restriction for any purpose determined by HHSC or DFPS.

It is not the intent of HHSC to provide answers, but if additional information is issued relating to the RFI, it will be made available on the Electronic State Business Daily.

2.2 Response Submission, Date, Time, and Location

HHSC welcomes written responses and comments related to this RFI by:

Monday, May 24, 2021 by 10:30 a.m. Central Time

Responses must be submitted via e-mail to HHSC’s designated point-of- contact, as identified in Section 2.3. Faxed responses or verbal inquiries will not be accepted. It is not the intent of HHSC to respond to comments or questions, but if additional information is issued relating to the RFI, it will be made available on the HHSC website.

2.3 Designated Point of Contact

HHSC’s official single point of contact for this RFI and the delivery point for all responses and correspondence is:

Sarita Paton, CTCD/CTPM E-mail: Sarita.Paton@hhsc.texas.gov

All communications relating to this RFI must be directed to the HHSC contact person named above. All communications between Respondents and other HHSC staff members concerning this RFI are strictly prohibited.

2.4 Response Format

All responses must be:

1. Received by email;

2. Clearly labeled with Respondent’s name in document title;

3. In searchable, PDF format;

4. Legible;

5. Sequentially page-numbered and include the Respondent’s name at the top of each page;

6. Correctly identified with the RFI number and submittal deadline;

http://www.txsmartbuy.com/sp

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7. In Verdana font, size 12 for normal text, no less than size 10 for tables, graphs, and appendices;

and

8. Within the RFI written response limit of 20 pages, NOT including attachments and/or reference material;

Note: HHSC & DFPS will not accept any submission or portion of a submission containing a copyright.

All pages of the response shall include the RFI title consistently in either the footer or header of each page. Respondent shall submit supporting material, if any, as attachments along with RFI responses. All proposals become the property of HHSC/DFPS after submission.

2.5 Texas Public Information Act

A response submitted to this RFI is subject to the Texas Public Information Act (the “Act”), located in Texas Government Code Chapter 552 and may be disclosed to the public upon request. Subject to the Act, Respondents may protect trade secret and confidential information from public release. If the Respondent asserts that information provided in the response includes trade secrets or other confidential information, materials containing such information must be clearly marked in large, boldface type and include the words “confidential” or “trade secret” at top of the page. Furthermore, the Respondent must identify trade secret or confidential information, and provide an explanation of why the information is excepted from public disclosure, on the Respondent Information and Disclosures form. Marking information as “confidential” or “trade secret” does not guarantee or ensure that the Texas Attorney General will except such information from public disclosure under the Act. HHSC shall have no liability to any Respondent for complying with the Act.

HHSC will process any request from a member of the public in accordance with the procedures outlined in the Act. Respondents should consult the Texas Attorney General’s website (www.texasattorneygeneral.gov) for information concerning the Act’s procedures and application to proprietary information and potential exceptions to public disclosure that may be available to Respondent.

2.6 Disclaimers

Responding to this RFI is not a condition for eligibility to respond to any subsequent solicitation.

Responses to this RFI will not have any bearing, positive or negative, on the evaluation and respondent selection resulting from any proposals that may be received in response to any subsequent solicitation. By issuing this RFI and receiving responses, HHSC does not commit to issue a future solicitation regarding the subject matter of this RFI. HHSC may withdraw or cancel this RFI at any time in its sole discretion.

List of Exhibits

Exhibit A - System Requirements and Matrix Exhibit B - Statewide Intake Current and Historical Data Exhibit C - Policy Driven Adoption for Accessibility (PDAA) assessment https://statutes.capitol.texas.gov/DocViewer.aspx?K2DocKey=odbc%3a%2f%2fTCAS%2fASUPUBLIC.dbo.vwTCAS%2fGV%2fS%2fGV.552%40TCAS2&QueryText=552&HighlightType=1 http://www.texasattorneygeneral.gov/

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Exhibit D - Voluntary Product Accessibility Template (VPAT) Exhibit E - AUX Codes for Intake Specialists

List of Exhibits