ESBD_File_343255_Client Tracking and Intake Software.pdf

REQUEST FOR PROPOSALS (RFP)

Client Tracking & Intake Software

RFP # R23-017-01

PROPOSAL DUE DATE & TIME:

DECEMBER 6, 2023 – 5:00 PM CST

ATTN: JASON MULLER

INFORMATION TECHNOLOGY DIRECTOR

rfp@cacost.org

COMMUNITY ACTION CORPORATION OF SOUTH TEXAS

204 E. FIRST ST.

ALICE, TX 78332

INTRODUCTION

The Community Action Corporation of South Texas (CACOST) is a private non -profit organization established in 1971 and funded through state and federal grants and fees for service. CACOST has a workforce of about 690 employees and a service area consisting of seventeen (17) South Texas counties. The mission of CACOST is to continuously improve the lives of South Texans by providing high quality healthcare, education, housing, and economic opportunities to reduce poverty through services and partnerships. More information on CACOST can be obtained by visiting the CACOST web site at cacost.org.

PROPOSAL SUMMARY

CACOST is seeking proposals for Client Tracking and Intake Software that meet or exceed the requirements and specifications provided in this RFP that include workflow tracking, client intake, payment processing, call center operations center, reporting and support. The agreement will be for a

(1) one-year term. CACOST is requesting demos to be provided and made available to staff to review the solution proposed.

CLOSING DATE

All proposals must be submitted no later than December 6, 2023 - 5:00PM CST.

INQUIRIES & CONTACT INFORMATION

All questions concerning this RFP should be directed to Jason Muller, Information Technology Director, at jason.muller@cacost.org within the inquiry period as stated below. Communication with other individuals within CACOST during the duration of this RFP is strictly prohibited. CACOST reserves the right to disqualify any Proposer who is found in violation of this provision. No communication requests other than written via email within the inquiry period will be accepted and no response other than written will be binding upon CACOST. Submittals will remain on file in accordance with the Texas Open Records Act.

EXPECTED TIMELINE

The following timeline of events is expected to be followed but shall not be considered binding:

RFP EVENT DATE

RFP Publication November 20, 2023

Final Date for Inquiry Submission November 27, 2023

Q&A Document Publication November 29, 2023

Final Date for Proposal Submission December 6, 2023

Vendor Demonstrations December 11 - 15, Announcement of Intent to Award December 22, 2023

Contract Start Date January 8, 2024

GENERAL TERMS & CONDITIONS

SUBMISSION INSTRUCTIONS

To be considered responsive and receive an evaluation, proposals must fully address all sections of the RFP. All proposals must include the unique RFP # and should be addressed as follows:

CACOST RFP # R23-017-01

ATTN: Jason Muller, Information Technology Director

204 E. First St.

Alice, Texas 78332

OR via email to rfp@cacost.org

It is the sole responsibility of the Proposer to ensure that the proposal is received by the date and time specified above in the Final Date for Proposal Submission section. Late proposals will not be considered. Confirmation of receipt is the sole responsibility of the Proposer. Proposal submissions may include value-added alternatives and any relevant information in addition to the information requested in the RFP. Proposals may be withdrawn in writing prior to the deadline. Unless otherwise stated, all materials submitted by the Proposer in response to this RFP shall become the property of

CACOST.

NOTIFICATION OF AWARD

CACOST anticipates, but does not guarantee, a contract or multiple contracts will be awarded on January 8, 2024. An award will be made to the Proposer(s) based on the listed evaluation criteria and the responses that are most compatible with CACOST’s needs. CACOST will be the sole judge in making this determination. CACOST is not bound to accept the lowest bid, or any proposal submitted.

A contract for the approved proposal will be executed based upon the factors described in this RFP.

CACOST may investigate the qualifications of any individual or firm under consideration, require confirmation of information furnished and require additional evidence of qualifications to perform the services described in this RFP. CACOST also reserves certain rights, including, but not limited to, the following:

1. Reject any or all proposals

2. Issue subsequent Requests for Proposals

3. Cancel the entire Request for Proposal

4. Remedy technical errors in the Request for Proposal process

5. Appoint evaluation committees to review qualifications and proposals

6. Seek the assistance of outside technical experts in evaluation

7. Approve or disapprove the use of certain subcontractors

8. Establish a short list of proposers eligible for discussions after review of RFP

9. Solicit best and final offers from all, some, or one of the proposers

10. Waive informalities and irregularities in RFP

11. Award without discussion

12. Terminate an awarded contract if performance is unsatisfactory, with the provision of a written notice; no penalty and/or fee may be imposed

13. Conduct pre-contract negotiations with any and/or all potential qualified contractors

This RFP shall not, in any manner, be construed to be an obligation on CACOST to enter into a contract or result in any claim for reimbursement of cost for any efforts expended in responding to the RFP or in anticipation of any contract.

CONFIDENTIALITY

The Proposer agrees to keep the information related to all contracts in strict confidence. Other than the reports submitted to CACOST, the Proposer agrees not to publish, reproduce, or otherwise divulge such information, in whole or in part, in any manner or form, or authorize or permit others to do so taking such reasonable measures as are necessary to restrict access to the information while in the Proposer’s possession to these employees on the Proposer’s staff who must have the information on a “need-to-know” basis. The Proposer agrees to notify immediately, in writing, CACOST’s authorized representative in the event the Proposer determines or has reason to suspect a breach of this requirement.

LIMITATIONS & RESERVATIONS

CACOST reserves the right to negotiate the terms and conditions of the contract with any of the evaluated Proposers. Should the successful Proposer and CACOST fail to come to an agreement, CACOST may at its sole discretion award work to any of the remaining Proposers. The Proposer to whom the contract is awarded shall be required to enter into a written contract with CACOST. This RFP and the proposal, or any part thereof, shall be incorporated into and made a part of the final contract.

CACOST specifically reserves the right to vary the provisions set forth herein any time before the execution of a contract where such variance is deemed to be in the best interest of the needs of CACOST. If selected for negotiations, Proposer may be required to prepare and submit additional information before final Proposer(s) selection, to reach terms for the provision of services, which are agreeable to both parties.

FINANCIAL RESPONSIBILITY

CACOST assumes no financial responsibility for any costs in developing and submitting a proposal or any amendments or addenda, participating in bid conferences, participating in any negotiation sessions or discussions, or any other costs incurred by Proposers prior to award of a contract or agreement pursuant to this RFP. All costs incurred in the preparation of any response to this RFP and/or associated costs will be the sole responsibility of the Proposer and will not be reimbursed by CACOST.

SMALL, WOMEN, AND/OR MINORITY-OWNED BUSINESSES

Efforts will be made by CACOST to utilize small businesses and women and minority-owned businesses with the consideration that the primary responsibility is the most favorable return to CACOST. A Proposer qualifies as a small business firm if it meets the definition of “small business” as established by the Small Business Administration (13 CFR 121.201).

HISTORICALLY UNDERUTILIZED BUSINESSES

It is CACOST policy to encourage participation of small and historically underutilized businesses (HUBs), as defined in Government Code, Chapter 2161. “Historically underutilized business (HUB):

means an entity with its principal place of Business in this state that is:

1. a corporation formed for the purpose of making a profit in which 51 percent or more of all classes of the shares of stock or other equitable securities are owned by one or more economically disadvantaged persons who have a proportionate interest and actively participate in the corporation's control, operation, and management;

2. a sole proprietorship created for the purpose of making a profit that is completely owned, operated, and controlled by an economically disadvantaged person;

3. a partnership formed for the purpose of making a profit in which 51 percent or more of the assets and interest in the partnership are owned by one or more economically disadvantaged persons who have a proportionate interest and actively participate in the partnership's control, operation, and management;

4. a joint venture in which each entity in the venture is a historically underutilized business, as determined under Government Code Chapter 2161; or

5. a supplier contract between a historically underutilized business as determined under Government Code Chapter 2161 and a prime contractor under which the historically underutilized business is directly involved in the manufacture or distribution of the goods or otherwise warehouses and ships the goods.

EQUAL OPPORTUNITY

It is the policy of CACOST not to discriminate on the basis of race, color, creed, gender, religion, marital status, age, national origin, or ancestry, physical or mental disability, medical condition, sexual orientation, political affiliation or belief or any other consideration made unlawful by applicable federal, state, or local laws. Contractor agrees not to discriminate against any employee or applicant for employment to be employed in the performance of this Agreement, with respect to hiring, tenure, terms, conditions, and privileges of employment, or a matter directly or indirectly related to employment, because of age or race, color, creed, gender, religion, marital status, age, national origin, or ancestry, physical or mental disability, medical condition, sexual orientation, political affiliation, or belief.

Contractor further agrees that every subcontractor entered into for the performance of the Agreement shall contain a provision requiring non-discrimination in employment herein specified binding upon each subcontractor. Breach of the covenant may be regarded as a material breach of the Agreement.

CERTIFICATION WITH REGARDS TO LOBBYING

No federal appropriated funds will be paid to any person for influencing or attempting to influence an officer or employee of Congress or an employee of a member of Congress in connection with the awarding of any federal contract, the making of any federal grant or loan, the entering into of any cooperative agreement or the extension, continuation, renewal, amendment or modification of any federal contract, grant, loan, or cooperative agreement.

PROHIBITED SUBSTANCES IN THE WORKPLACE

The contractor is considered a representative of CACOST while carrying out the duties of the contract.

CACOST has a policy that prohibits the possession and/or use of alcohol or illegal drugs when conducting CACOST business. If the contractor is observed engaging in this type of behavior while performing any aspect of the contract, termination of the contract will occur.

EQUAL EMPLOYMENT OPPORTUNITY

The Equal Employment Opportunity Clause required under Executive Order 11246, the affirmative action commitment for disabled veterans, recently separated veterans, other protected veterans, and Armed Forces Service Medal Veterans, the affirmative action clause for handicapped workers and the related regulations of the Secretary of Labor, 41 CFR Chapter 60, are incorporated by reference in the contract. By accepting the contract, the vendor certifies that it complies with the authorities cited above, and that it does not maintain segregated facilities or permit its employees to perform services at locations where segregated facilities are maintained, as required by 41 CFR 60.

DEBARMENT AND SUSPENSION

The contractor certifies, by submission of this proposal, that neither it nor its principals are presently debarred, suspended, proposed for debarment, declared ineligible, or voluntarily excluded from participation in this transaction by any federal department or agency.

DISCLOSURE OF PENDING GOVERNMENT INVESTIGATIONS

It is the responsibility of the Proposer to disclose any ongoing or pending legal proceedings, including any such proceedings known to be contemplated by governmental authorities, that could affect the performance of the Proposer or the execution of any potential contract. Failure to disclose this information or any efforts to omit such information may result in the disqualification of the offending

Proposer’s bid and/or termination of contract.

SCOPE OF SERVICES

PROJECT OVERVIEW

CACOST currently has a mix of software and spreadsheets to manage multiple aspects of the programs. CACOST is seeking quotes for a (1) one year agreement to meet the following requirements and specifications to provide workflow tracking, client intake, payment processing, call center operations center, reporting and support. CACOST is requesting demos to be provided and made available to staff to review the solution proposed. We are requesting that the below features listed be returned with in-line answers on how the proposed solution can address current needs by December

6, 2023.

PROPOSAL REQUIREMENTS

General Requirements – The following items are required with all proposals submitted:

1. Pricing must be proposed in terms of a one-year contract.

2. Pricing must include all costs associated with deployment of the proposed system.

3. All components and specifications necessary to deploy the proposed system must be included, even if not explicitly mentioned in this RFP.

4. All quoted components, if needed, must be factory new, not reconditioned or refurbished.

5. Proposal contents submitted to CACOST shall remain valid for at least 90 calendar days from the due date.

6. Explanation of any penalty or liability charges for reducing equipment prior to or after installation of the proposed system.

7. Statement regarding CACOST’s responsibility in assuming risk of loss or damage.

Vendor/Company Information – All Proposers must include company background information that provides, at a minimum, the following details:

1. TIN (Taxpayer Identification Number)

2. Length of time in the software industry

3. Primary contact information – name, address, phone, fax, and email

4. Disclosure of potential conflicts of interest

References – All Proposers must include a list of at least three (3) business references, preferably customers that are currently using a solution similar to the system being proposed. The following details must be included:

1. Customer name

2. Primary contact information – name, position, address, phone, and email

3. Brief description of relevant system provided

4. Number of users and locations

System Requirements – In order for a proposal to be considered, the proposed system must comply with the following requirements:

Workflow Tracking

1. Process applications from start to finish

2. Verification process of client documentation

a. Driver's license

b. Income

c. Utility bills

d. Citizenship status

3. Ability for applications to be reviewed and approved before assistance is finalized

Client Intake

1. Accessible via web or mobile devices

2. Online portal for applications submission and status updates

3. Ability to provide notifications to client

a. Via SMS

b. Email

c. Push notifications

4. Electronic signature

Payment Processing

1. Process payments on CACOST’s behalf for each approved client to utility provider

2. Tracking of active and closed accounts on behalf of client prior to payment posting

3. Evaluation of statewide database to verify non-duplication of services provided

Call Center Operations Center

1. Assist clients with the application process

2. Provide status updates to client

3. Referrals to other Agency programs based on client needs defined by CACOST

4. Flexibility to adjust call center staffing needs based on workload

Reporting

1. Formatted and complaint reports to upload to the statewide database

2. Ability to report financials based on contract award

3. Ability to create custom reports in-house or via support

Support

1. What hours are you available to provide support?

2. Training options, availability, and new staff onboarding

Technical

1. Cloud based (SaaS Hosted); accessible via browser for administrative staff

2. PCI, PII and HIPAA compliant

VENDOR SELECTION PROCESS

PROPOSAL REVIEW & EVALUATION

A committee selected by CACOST will review and evaluate all proposals based on the criteria listed in the Evaluation Criteria section of this RFP. The Proposers may be asked to interview by CACOST representatives, make an oral presentation and/or respond to questions regarding the submittal response. CACOST may elect to negotiate pricing with one or more of the most qualified Proposers.

Once all proposals are reviewed and evaluated, the submitted proposal that will provide the most value to CACOST will be selected and will be submitted as a recommendation to the CACOST Executive Director.

EVALUATION CRITERIA

The following table illustrates the general evaluation criteria that will be used to determine which proposal provides the most value to CACOST:

EVALUATION CATEGORIES WEIGHT

Pricing 30%

Qualifications 10% Functionality 50%

Training/Support 10%

The evaluation categories can be broken down as follows:

1. Pricing – all costs associated with the deployment and use of the proposed solution through the respective terms offered. These costs must be included in the proposal for it to be considered.

2. Qualifications – all information provided in the Vendor/Company Information section of this

RFP. Proposers that are considered HUBs and/or Small, Women, and/or Minority-Owned

Businesses will receive added value in this category; however, total weight of this category will not be more than ten percent (10%) for all Proposers.

3. Functionality – all information provided to meet or exceed the General Requirements and

Features Requested.

4. Training/Support – all related information (Service Level Agreement, training, etc.) provided to meet or exceed the Additional Requirements.

In accordance with applicable laws, rules and regulations for public purchasing, an award will be made to the responsible Proposer whose proposal is determined to provide the best value to CACOST. The proposal must be submitted on time and must materially satisfy all mandatory requirements identified above to qualify for evaluation. A written acceptance mailed or otherwise furnished to the qualified proposer and a fully executed contract is required prior to commencement of any work under this RFP.

Protest procedures are available upon request and must be submitted within ten (10) business days of award determination for consideration.