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HRFP2401 / IPRO 594 Telephone and Online Tobacco and Vaping Cessation Services
ATTACHMENT 1 -- OFFEROR QUESTIONS
| Question |
| RFP Section |
| RFP Page |
| Question |
| Response |
| Please reconfirm the due date for this procurement by providing it in response to answers to questions. |
| Proposals for RFP 594 Telephone and Online Tobacco and Vaping Cessation Services are due before the RFP close date and time as specified on the Administrative Information page of the RFP: Thursday, 11/14/2024, 5:00 p.m. Mountain Time. |
| What is the date by which you will answer these questions? |
| Responses to questions for RFP 594 Telephone and Online Tobacco and Vaping Cessation Services will be posted no later than Tuesday, 11/05/2024, 5:00 p.m. Mountain Time. |
| If there was a previous solicitation for these services, what was its title, number, release date, and due date? |
| The previous solicitation for these services was titled Tobacco Cessation QuitLine, RFP20210879, release (posted) date: 02/23/2021, with a due date of 03/30/2021 for proposals. |
| When is the anticipated award date? |
| The anticipated award date, as specified on the Administrative Information page of the RFP, is 01/01/2025. |
| Can you please provide greater explanation of your expectations related to any required subcontracting to minority-owned, women-owned, or other types or categories of small or disadvantaged businesses? For example, what is required with the proposal, and what is required to comply during the term of the contract? |
| The State is unable to respond to this question as there is no indication within the RFP regarding “expectations related to any required subcontracting to minority-owned, women-owned, or other types or categories of small or disadvantaged businesses” and, therefore, nothing to provide a greater explanation of. |
| Are bidders permitted to deviate in any way from any manner of quoting fees you may be expecting? For example, if there is a pricing page in the RFP, can bidders submit an alternate fee structure? If there is no pricing page in the RFP, do you have any preference for how bidders should quote fees or can bidders create their own pricing categories? |
| No, bidders are not permitted to deviate from Appendix A - Cost Proposal and Billing Procedure uploaded in the Questions section of the RFP. |
| Please describe your level of satisfaction with your current or recent vendor(s) for the same purchasing activity, if applicable. |
| This question has no bearing on the current solicitation. |
| Has the current contract gone full term? |
| No, the current Contract has not gone full term. |
| Have all options to extend the current contract been exercised? |
| No, not all options to extend the current Contract have been exercised. |
| Who is the incumbent, and how long has the incumbent been providing the requested services? |
| National Jewish Health has been providing these services since 2021. |
| How are fees currently being billed by any incumbent(s), by category, and at what rates? |
| The current Contractor bills according to the categories specified in Appendix A - Cost Proposal and Billing Procedure uploaded in the Questions section of the RFP. The current Contractor’s Contract is available by submitting a request to publicrecordsrequest@dhw.idaho.gov. |
| Is previous experience with any specific customer information systems, phone systems, or software required? |
| Vendors responding to the RFP are expected to have experience in this type of call system. No specific software is required. |
| What is the minimum required total call capacity? |
| There is no minimum required total call capacity. |
| What is the minimum simultaneous inbound call capacity? |
| There is no minimum simultaneous inbound call capacity. |
| What is the maximum wait time? What is the maximum hold time? |
| The current Contractor answers seventy percent (70%) of calls within thirty (30) seconds. Twenty-nine percent (29%) of calls are answered greater than thirty (30) seconds. During the most recent year, a total of eighteen (18) calls went to voicemail. |
| What percentage of inbound calls must be answered by a live operator? |
| Greater than ninety-five percent (>95%) of inbound calls must be answered by a live operator. |
| What percentage of calls must be resolved without a transfer, second call, or a return call? |
| There is no percentage of calls required to be resolved without a transfer, second call, or a return call. |
| What is the maximum percentage of calls that can be terminated by the caller without resolution? |
| There is no maximum percentage of calls required to be terminated by the caller without resolution. However, the expectation is that the majority of calls end with a positive resolution. |
| Is there a minimum or maximum number of operators and supervisors? |
| The minimum and/or maximum number of operators and supervisors required is determined by the awarded Contractor. |
| What is the required degree of dedication for the call center? (Can the call center work on other contracts at the same time as this one)? |
| The Contractor is responsible for determining the degree dedication necessary to fulfill the terms of the Contract. |
| What is the required degree of dedication for the operators? (Can the operators assigned to this contract work on others at the same time as this one)? |
| Yes, the operated assigned to this Contract may work on other contracts at the same time as this Contract, so long as the integrity of the Contract resulting from this RFP is not compromised. |
| Are callers required or allowed to connect with a message verification system or pre-recorded message before connecting to a live operator, or must a live operator be the initial contact? |
| No, a live operator must respond to initial contact. |
| What are the recording requirements for inbound and outbound phone calls and how long must recordings be maintained? |
| The recording requirements for inbound and outbound phone calls and how long recordings be maintained is determined by the awarded Contractor. |
| What are the recording and storage requirements for non-phone communications? |
| The recording and storage requirements for non-phone communications is determined by the awarded Contractor. |
| What information is to be included in call logs? |
| Call logs must include, but not be limited to, the number of total calls, intake only calls, number enrolled in continued counseling, number of general inquiries, and provider referrals. |
| What was your average monthly call volume over the past year? |
| The average monthly call volume over the past year is approximately one hundred to one hundred fifty (100-150) calls per month. |
| What is the current number of seats for operators and supervisors at your existing call center? |
| The current number of seats for operators and supervisors at the existing call center in unknown. |
| What is the current average wait time for phone calls? |
| The current average wait time for phone calls is thirty (30) seconds or less. |
| What is the current average handle time for phone calls and other types of communications? |
| Initial intake calls are approximately sixteen to twenty (16-20) minutes. Subsequent calls are approximately five to ten (5-15) minutes, based on the need(s) of the caller. |
| What is the current average after-call work time for operators? |
| It is unclear what this means. |
| Over the past year, what is the percentage of calls received in English versus non-English? |
| Over the past year, less than two percent (2%) of calls received were non-English. |
| Over the past year, what percentage of calls received were in Spanish? |
| Approximately ten percent (10%) of callers are Hispanic. In 2023, only eleven (11) callers preferred to speak to a Spanish-speaking intake specialist. |
| What time of day, days of the week, or times of the year do calls typically peak? |
| Calls peak January – March and during times of increased media (The Centers for Disease Control and Prevention [CDC] Tips Campaign or the State’s campaigns). |
| 34 |
| Appendix A, Part 1. Cost |
| 18 |
| Instructions in the RFP state that Appendix A includes the “best estimate of units that may be experienced during year one of the Contract.” Line item “Youth Program” in Appendix A – Cost Proposal and Billing Procedure has a unit of “Monthly” with “Estimated Number of Units” listed as “20”. Can the State please clarify if cost per unit should be listed as a monthly fee, if the Offeror should calculate monthly fee based on 20 annual units or if the 20 units is intended to equal 20 months? |
| Appendix A - Cost Proposal and Billing Procedure has been amended to reflect the correct number of Youth Program units to twelve (12) which would represent twelve (12) months |
| 35 |
| Appendix A, Part 1. Cost |
| 18 |
| Instructions in the RFP state that Appendix A includes the “best estimate of units that may be experienced during year one of the Contract.” Line item “Young Adult Program” in Appendix A – Cost Proposal and Billing Procedure has a unit of “Monthly” with “Estimated Number of Units” listed as “20”. Can the State please clarify if cost per unit should be listed as a monthly fee, if the Offeror should calculate monthly fee based on 20 annual units or if the 20 units is intended to equal 20 months? |
| Appendix A - Cost Proposal and Billing Procedure has been amended to reflect the correct number of Young Adult Program units to twelve (12) which would represent twelve (12) months. |
| 36 |
| Appendix A, Part 1. Cost |
| 18 |
| Instructions in the RFP state that Appendix A includes the “best estimate of units that may be experienced during year one of the Contract.” Line item “eCoaching” in Appendix A – Cost Proposal and Billing Procedure has a unit of “Monthly” with “Estimated Number of Units” listed as “20”. Can the State please clarify if cost per unit should be listed as a monthly fee, if the Offeror should calculate monthly fee based on 20 annual units or if the 20 units is intended to equal 20 months? |
| Appendix A - Cost Proposal and Billing Procedure has been amended to reflect the correct number of eCoaching units to twelve (12) which would represent twelve (12) months. |
| 37 |
| Appendix A – Cost Proposal and Billing Procedure |
| 1 |
| NRT Shipments includes specific NRT dosing options. How would the State like vendors to share information on different dosing options that may be available for two (2) week and four (4) week NRT products? For example, two (2) week and four (4) week supply of patches, 14 and 7 mg options, and additional lozenge and gum dose and supply week options? |
It is the Contractor’s responsibility to inform the participant of the options available and most appropriate based on the participant’s history and needs.
| 38 |
| Appendix A – Cost Proposal and Billing Procedure |
| 1 |
| Line item “Online Provider Education – Start Up” has a unit of “One Time Fee” with “Estimated Number of Units” listed as “20”. Can the State please clarify if cost per unit should be listed as a one-time fee, if the Offeror should calculate annual fee based on 20 units or if the 20 units is intended to equal 20 months? |
| Appendix A - Cost Proposal and Billing Procedure has been amended to reflect the correct number of Online Provider Education – Start up units to one (1). |
| 39 |
| Appendix A – Cost Proposal and Billing Procedure |
| 1 |
| Line item “Electronic referral” includes a cost per unit of “each” and “estimated number of units” of “10”. Can the State please explain what this line item is intended to support? |
| This charge for this line item would include working with the healthcare provider to get set up in the system as an electronic referral. This could be meetings with healthcare providers, the Contractor and the State, the cost of setting up the referral and sending reports. Also should include any technical assistance needed by the healthcare provider. |
| 40 |
| Appendix A – Cost Proposal and Billing Procedure |
| 1 |
| Will the State consider receiving a written cost proposal narrative to more fully describe specific programs and deliverables in addition to Appendix A? |
| Yes, the Offeror may include a written cost proposal narrative in their technical proposal, but must not deviate from Appendix A - Cost Proposal and Billing Procedure. |
| 41 |
| Appendix A – Cost Proposal and Billing Procedure |
| 1 |
| Will the State accept proposal of additional NRT product offerings (i.e. Combination Therapy) through a supplemental written cost proposal? |
| Combination therapy is allowed (i.e., a two [2]-week supply of gum or lozenge can be combined with a four [4] week supply of patches) and must be billed according to the cost matrix. |
| 42 |
| Section 3.1.7 |
| 4 |
| Can the State please provide a copy of the Solicitation Instructions to Vendors? |
| Per Section 3.1.7 of the RFP, it is the Vendors responsibility to obtain the current version of the Solicitation Instructions to Vendors. This document can be downloaded at https://purchasing.idaho.gov/information-for-vendors/; or copies obtained by contacting the Division of Purchasing at 208-327-7465 or purchasing@adm.idaho.gov. |
| 43 |
| 9.II.A.1.a.i. |
| 13 |
| Will the State permit the Contractor to provide telephone services on Memorial Day, Labor Day, and the day after Thanksgiving? |
| Yes, the State permits the Contractor to provide telephone services on Memorial Day, Labor Day, and the day after Thanksgiving. |
| 44 |
| 9.II.A.1.b. |
| 13 |
| Will the State permit the Contractor to use 711 in lieu of an in-house TDD/TTY solution? |
| Yes, the State permits the Contractor to use 711 in lieu of an in-house TDD/TTY solution. |
| 45 |
| 9.II.A.3. |
| 14 |
| Can the Department share its rationale for providing nine (9) and ten (10) coaching calls to pregnant/postpartum and American Indian participants, respectively? Are there specific behavioral goals for each additional call beyond the seven, or is the intent simply to provide additional time with a coach? |
| The pregnant/postpartum and American Indian participants programs are lengthened based on best practices for counseling with certain populations that need more help with their quit attempt. |
| 46 |
| 9.II.A.3.a. |
| 14 |
| Can the Department elaborate on the right it reserves to modify the number of coaching calls allowed per tobacco user? Is the intent to conserve budget? How variable and how frequent does the Department anticipate these call numbers and modifications to be? |
| Modifications, if any, are made annually, based on budget. The Department receives state funding each year to provide services and is subject to change each year. Funding has been consistent for several years, but the Department includes this language to allow for modifications if deemed necessary by the Department. |
| 47 |
| 9.II.A.3.b.i. |
| 14 |
| Does the Department require the Contractor to provide phone coaching, specifically, to youth (e.g., age 13-17), or can coaching be delivered digitally (i.e., through chat or text message)? |
| Yes, coaching may be delivered digitally. Text and chat messages for youth are encouraged. |
| 48 |
| 9.II.B.1. |
| 15 |
| Do website maintenance and update requirements refer to those needed on ProjectFilter.org, or just the Contractor’s registration landing page? |
| Website maintenance and update requirements refer to the Contractor’s registration landing page. The Department will manage the ProjectFilter.org website and any maintenance necessary. |
| 49 |
| 9.II.B.1.e.i. |
| 15 |
| The Department requires a “fully customizable registration page.” Does the Department require the Contractor to customize questions and answers used to collect data that comply with North American Quitline Consortium (NAQC) Minimal Data Set (MDS) requirements? |
| Yes, the Department requires the Contractor to customize questions and answers used, as needed, to collect data that complies with North American Quitline Consortium (NAQC) Minimal Data Set (MDS) requirements. |
| 50 |
| 9.II.C.1.e. |
| 16 |
| Regarding the turnaround time for NRT benefit changes: Will the Department permit the Contractor at least five business days to test the new implementation prior to offering the modified benefit to participants and/or consider providing verbal intent to change NRT benefits (i.e., additional lead time), so that implementation testing can be completed prior to a final decision to change NRT benefits? |
| Yes, regarding the turnaround time for NRT benefit changes, the Department will permit the Contractor at least five (5) business days to test the new implementation prior to offering the modified benefit to participants and/or consider providing verbal intent to change NRT benefits (i.e., additional lead time), so that implementation testing can be completed prior to a final decision to change NRT benefits. |
The RFP has been revised to reflect this term in Scope of Work, Section 9.II.C.1.e.i.
| 51 |
| 9.II.D.1. |
| 17 |
| Would the Department be amenable to linking Contractor’s online referral form to ProjectFilter.org? |
| Yes, the Department links the current Contractor’s online referral form to ProjectFilter.org. |
| 52 |
| Appendix A - Cost Proposal and Billing Procedure |
| - |
| Is the Contractor required to offer mini-lozenges as NRT in addition to regular lozenges? |
| No, mini-lozenges are not required as NRT in addition to regular lozenges. |
| 53 |
| 9.II.A.1.a.i. |
| 13 |
| Will the State permit the Contractor to close at 1:00 PM Mountain Time on Christmas Eve and 4:00 PM Mountain Time on New Year's Eve? |
| Yes, the Department will permit the Contractor to close at 1:00 PM Mountain Time on Christmas Eve and 4:00 PM Mountain Time on New Year's Eve so long as the modified hours are communicated on a voice messaging system. |
| Who fully owns and controls the registration portal? |
| This question does not provide enough information for the Department to respond. The reference to “registration portal” is unclear. |
| Does the winning vendor provide and manage the website fully or is there other involvement from contracting authority ie the State? |
| The State owns and operates ProjectFilter.org. The Contractor owns and operates any online services provided through the Contract. Links must be utilized to ProjectFilter.org for people to register through our website directly to the Contractor’s services. |
| Have the training packages for the program been developed and are they ready for use? |
| No, training packages for the program have not been developed and are not ready for use. Any training for quit coaches must be provided by the Contractor, not by the State. Per the RFP Scope of Work, Section G.1: the vendor must have a documented training program and certification requirements for quit coaches. |
| Does the bidding organization need to be a member of the North American Quitline Consortium? |
| Yes, the bidding organization needs to be a member of the North American Quitline Consortium. |
| Does the program need any clinical design? |
| No, the program does not need clinical design, but specialists must be well versed in NRT treatment to provide the best possible treatment course for the person trying to quit. |
| Could you provide more information about the Type of coaches’ needed and the qualifications required for them also. What is the expected level/education of coaches etc? |
| It is expected that coaches be trained in cessation coaching and have good knowledge in treatment options (NRT, other medications, etc.). The Contractor must determine who they hire but it is expected coaches will complete training before handing calls. |
| Could you give more insight around the Technologies in place, required etc. is the technology provided by state or does it solely fall on vendor? |
| The technology is provided solely by the Contractor. |
| Is there a need for an in-person requirements? |
| This question does not provide enough information for the Department to respond. The reference to “in-person” is unclear. |
| Is there an expectation/requirements for the vendor to own the marketing of the services? Or is this on the state to do this side. |
| The State will market the services in Idaho. |
| Is offshore allowed? Allowing the vendor to explore options. |
| No, offshore is not allowed. |
| Is there an incumbent for this service offering currently. Who entirely manages the service? |
| Yes, National Jewish Health is the incumbent. They have a contract manager who works with the State contract manager. |