IL EBT RFP Questions and Answers 6.20.20~1.xlsx
XLSX spreadsheet 82 KB Posted
- Attached to
- LINK IV EBT System RFP "Pricing Only"
- Solicitation number
- 20-444DHS-PROCU-B-14412
- Issued by
- St. Clair County, Illinois
About this file
This document is a compilation of questions and answers related to an Illinois Department of Human Services (IDHS) request for proposal (RFP) for their Electronic Benefit Transfer (EBT) system, referred to as LINK IV. This RFP is seeking a vendor to design, develop, transition, and operate the LINK IV EBT system. Key details include maintaining 15 months of online transaction history and 10 years of archived data, supporting 223 direct connect retailers and 145 currency exchanges, and transitioning the system by December 2021. The RFP also requires the vendor to maintain separate test and training environments, provide regional in-person training to retailers, and meet stringent service level agreements including 99.9% system availability.
Regarding pricing, the RFP requires vendors to submit their cost proposal, which is evaluated based on the maximum 10-year contract term, including the initial 60-month base and the optional 60-month renewal. Billable accounts are defined as those with an issuance deposit or financial transaction in the given month. The State does welcome alternative and innovative approaches from vendors, with the understanding that any impacts to pricing should be reflected in the technical proposal.
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Other files
| File | Type | Posted |
|---|---|---|
| Attachment - Notice of Electronic Submission Only v.20.2.pdf | ||
| Vendor Instruction to Submit Pricing B 14412.docx | DOCX document | |
| Attachment to Amendment 7~1.pdf | ||
| Amendment 7~1.docx | DOCX document | |
| BEP Vendors.xlsx | XLSX spreadsheet | |
| IL_EBT_RFP_V.4_Final.docx | DOCX document | |
| Amendment to SNAP RFP.zip | ZIP file | |
| Forms A Section V 18.1~49.docx | DOCX document | |
| Forms B Section V.20.1~31.docx | DOCX document | |
| IL_EBT_RFP_V.4_Final.pdf | ||
| RFP Attachments.zip | ZIP file | |
| BEP Letter of Intent Template v.14.1~3.pdf | ||
| BEP Utilization Plan v.14.1~4.pdf |
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Compiled Questions
| Question # | RFP Section | RFP Page # | RFP Language | Vendor | Question | Response | Kasey | Column1 |
| 1 | B.4 | 15 | Vendor2 | What are the “four key project areas” referenced in this section, and where are they described within the RFP? | The four key project areas are referencing the first 4 phases of the EBT contract. Design, Development, Transition-In, and Operations Phase. |
These phases are in federal regulations and referenced in this RFP in several sections including D.2.3
| 1 | D.2.2.1 Retailer Management | Vendor3 | Currently there are 9105 FNS certified retailers that use TPPs, 223 FNS certified retailers directly connected to the Vendor’s system with Vendor supplied EBT-only POS equipment, and 145 Currency Exchanges that accept Cash EBT transaction through POS devices. Question: Can the state clarify if the current vendor also supplied the POS devices used in these 145 currency exchanges? | The POS equipment is supplied free of charge by the Vendor. The currency exchange has the option to lease or purchase the terminal (agreement required). Vendor is expected to facilitate the retailers with a POS provider. | ||
| 1 | D.2.4.3.3 | 38 | The Vendor must maintain current account balances and transaction history on the operational processing system for the current fifteen (15) month period and access to ten (10) full years of data, also viewed online, but may be presented on the administrative terminal and data warehouse as a separate query. Vendors must propose how this ten (10) years access will be available. All transaction data older than ten (10) years must be maintained in an archive database and accessible if requested by the State | Vendor1 | Will the State please clarify if online access is required for the current fifteen (15) month period and access to ten (10) full years of data or current fifteen (15) month period and access to seven (7) full years of data. | The State requires 10 Years of transaciton data to be accessible through Archive. Online transaction history should be accessible for atleast the current 15 month period. |
| 2 | B.4.2 | 15 | Vendor2 | Please explain how the State will evaluate proposals and allocate points when responses to a single section can be counted toward more than one Responsive Element. For example, the responses to RFP Sections D.2 and D.3 are counted in both the Responsive Element “Technical Approach” worth up to 600 points, and the Responsive Element “Technical Experience” worth up to 150 points. Please clarify. | Technical experience is evelautated based on the technical experience of the Offeror and staff. Sections D.2 and D.3 are referenced to give the Offeror the information of the technical areas that the State will be looking for experience in. The Techincal Approach section will be evaluated based on the responses on the approach the Offeror has for implementing the items mentioned in the referenced sections. | |
| 2 | D.2.2.2.3 Farmers Markets | Vendor3 | How many wireless EBT-Only POS terminals are currently deployed by the current Vendor? | For 2019 Farmer Market season 45 terminals |
were deployed.
| 2 | D.2.8.2.1 | 67 | Staff utilize these screens to obtain information regarding “account” status (i.e., case has been moved off-line or is scheduled for same), availability of benefits by amount, availability date, program type and amount; transaction information – inquiries can be initiated by selecting purchase only, Cash back, POS, ATM, voucher, etc. or the user can look at all transactions; benefit use that can be searched by benefit authorization, program type, date, etc. Data is available for both current fifteen (15) month period and additional seven (7) years in the same format. Specific users have access to the archive database that provides transaction information for the length of the contract. Data is available for both current fifteen (15) month period and additional seven (7) years in the same format | Vendor1 | Will the State please clarify if online access is required for the current fifteen (15) month period and access to ten (10) full years of data or current fifteen (15) month period and access to seven (7) full years of data. | The balance and transaction history for at least the current 15 month period must be maintained on-line and accessible, real-time, through administrative terminals and the ARU. (P.38). All transaction data for the last ten (10) years must be maintained in an archive database and accessible if requested by the State. |
| 3 | C | 17 | Vendor2 | The instructions for this section indicate Section C is to be signed when it is returned, however there is no signature section. Please clarify if Section C requires a signature, and if so where should it be included? | There is no signature required. Apologies this was changed at the last minute | |
| 3 | D.2.8.2 STATE Administrative Terminal Requirements | Vendor3 | Does the State have flexibility around the functional layout of the AT? Are new, additional features welcomed in the AT/LINK system? | Yes, we do have flexibility for the functional layout of the AT. Yes new features are welcomed, final design and functionality will be determined in the design phase of the project. | ||
| 3 | D.3.4.1.7 | 134 | Disaster Recovery and Contingency Plan | Vendor1 | This section refers to RFP Section D.2.9.9, Disaster Preparation and Contingency Planning, but there is no such section in the RFP. Will the State please confirm that D.2.8.9 Disaster Preparation and Contingency Planning is the correct reference. | The recovery plan is under D.2.8.9. Disregard reference to D.2.9.9 |
| 4 | 1.A.8 | 7 | Offer Due Date, Time, and Address for Submission of Offers: Due Date & Time: May 6, 2020 at 2:00 pm local time. | Vendor1 | Considering the current state, local, and federal government guidance to practice social distancing and the rapid evolution and changes in guidance, would the State consider an extension of the proposal due date to allow adjustment by all vendors to remote working environments and to make appropriate production and delivery plans to support hard copy proposal submission? Additionally, would the State kindly consider responding to this question in an expedited manner so all Offerors can make the appropriate schedule, resource, and logistical adjustments accordingly. | Due date has been extended to 7/17/2020 |
| 4 | D.2.1 | 23 | Vendor2 | This section states that childcare payments are part of the current LINK system. Will childcare payments be included in this Contract? | This section does not state that childcare payments are part of the current LINK system. Childcare payments are not currently part of the LINK system, nor is there a plan for them to be included in LINK for the next contract. | |
| 4 | D.2.8.2 STATE Administrative Terminal Requirements | Vendor3 | How many general and tailored hard copy AT guides will be required? | 4 General and 4 tailored hard copy guides. | ||
| 5 | 1.A.10 | 8 | SUBMISSION OF OFFERS: The Offer must be submitted in separately sealed packets as indicated below and clearly labeled with the Request for Proposal title, the BidBuy reference number, the packet number, the Offeror’s name and the wording: “Sealed Offer – Do Not Open.” The separately sealed packets may be submitted together in one mailing/shipping box or may be submitted separately in individual/shipping boxes. Do not put the entire Offer on a single CD or USB flash drive. Pricing must always be on a separate CD or USB flash drive unless otherwise instructed. | Vendor1 | Considering the current state, local, and federal government guidance to practice social distancing and the rapid evolution and changes in guidance, would the State please consider an electronic-only submission to accommodate for continuing shipping delays, printing and production resource constraints, and state resource constraints to physically accept Offeror responses | Due date has been extended to 7/17/2020. Submission instructions have been modified in light of the Covid19 crisis. Please see attachments regarding electronic submissions. No physical submissions will be accepted. |
| 5 | D.2.1 | 23 | Vendor2 | If childcare payments are included in this Contract, please provide full requirements for these payments. | Childcare payments are not referenced in this RFP. | |
| 5 | D.2.8.2.1 Customer account screens | Vendor3 | Please define the time period required for “issue a card immediately”? | Clarification: "issue a card immediately" means when |
local office staff receives the EBT number from our eligibilty system , they will then be able to enter the EBT number to issue an active LINK card to the customer, allowing the customer immeditate access to thier LINK card.
6 1.B.4 15 Personnel will be evaluated for the quality, background and experience of key personnel assigned to the four key project areas in the Mandatory Matrix, and key staff assigned to overall project management Vendor1 Will the State please clarify their “four key project areas” as the Mandatory matrix contains 7 section references. The four key project areas are referencing the first 4 phases of the EBT contract. Design, Development, Transition-In, and Operations Phase.
These phases are in federal regulations and referenced in this RFP in several sections including D.2.3
| 6 | D.2 | 21 | Vendor2 | A “location in the RFP” is not provided in the mandatory requirement table for the Retailer Management Plan. Please clarify what information is required to be provided related to this mandatory item, and where within its proposal should bidders include the information? | Details on the Retailer Management Plan are found in the section D.3.4.1.11 titled “Retail Management Plan”. |
| 6 | D.2.8.6 Support of Fraud Investigations | Vendor3 | Can the State provide examples of what’s meant by “ad hoc reports”? | Example 1: An ad hoc or a query is requested for you to provide an ad hoc report for a store receipt for a PAN ending in 9975, date 08-26-12 and transaction amount $27.06. Your Ad hoc or query would be : Select PAN |
Where PAN like ‘%9975’ (pan card ends with ‘9975’) and transactions date = ‘2012-08-26’ and transactions amt = 27.06 Example 2: An ad hoc or query is requested for all transaction amounts based on state, program type ‘TANF’ for a certain date range. Your Ad hoc or query would be :Select distinct (state), sum(transactions amt) Where transactions date between ‘2012-07-01’ and ‘2012-07-31’and program type code in (‘C1’, ‘C2’) group by state
| 7 | D.2.2.2 | 26 | The first paragraph of D.2.2.2 states that “a ‘smooth’ transition means that there is no down time for the retailer”. Section D.2.3.3 states that a “seamless transition is defined as no downtime or interruption in access to benefits”. | Vendor2 | Only the incumbent can meet the requirement to transition to a new contract with no downtime. All other vendors will require at least some downtime to convert the databases from the incumbent’s system. This is as standard conversion process for EBT systems. Will the State please clarify this requirement? | The State is aware of the conversion process. This statement referes to unscheduled downtime or interruption in service |
| 7 | D.3.4.1.1 | Project Work Plan | Vendor1 | Will the State please confirm that the only draft deliverable due with submission is the Project Work Plan. | Please refer to section D.2: Supplies and/or Services Required for the required elements in the proposal. | |
| 7 | D.3.4.1.10 Training PLANS | Vendor3 | For customer training brochures, can the State clarify how many copies are considered sufficient? | As Brochures will now be mailed with initial LINK cards, the State supply should be replenished each time Vault Cards are produced. The distibution of languages should be split as follows: |
English:60% Spanish: 36% Mandarin: 1% Urdu: 1% Polish: 1% Arabic: 1%
Initial supply should be:
English: 80,000 SPanish: 60,000 Urdu: 1,000 Mandarin: 1,000 Arabic: 1,000 Polish: 1,000
| 8 | 1.A.18 | 10 | Number of Each Reference Type: 3 Government References. If a reference cannot be reached then the vendor will receive zero points for that reference, Section 3, Part J, References | Vendor1 | May Offerors include an additional 4th reference in order to ensure the Offeror receive the criteria points in case a reference cannot be reached. | Yes. However, the State is under no obligation to call the fourth reference if the first three references respond. | |
| 8 | Attachment #3 – Monthly Client Caseload Data Counts | Vendor3 | The data provided in the RFP is from July 2017 to June 2018. Please provide data for Vendor2cal year 2019 (July 2018 to June 2019) if possible. | See SFY2019 Attachment 3 | |||
| 8 | D.2.2.2. | 26 | Vendor2 | Can the State confirm if the 233 retailers are exempt or non-exempt? | 233 is the number of exempt retailers. | ||
| 9 | 1.A.18 and Section 3, Part J, References | 10 | Number of Each Reference Type: 3 Government References. If a reference cannot be reached then the vendor will receive zero points for that reference | ||||
| Section 3, Part J, References | Vendor1 | Will the State please clarify if 3 government references are required or if 4 government references are required with the proposal submission. | Only 3 are required, but a fourth can be givin, but the State has no obligation to call the forth reference if the first three respond. | ||||
| 9 | Attachment #5 – Transaction Data | Vendor3 | The data provided in the RFP is from July 2017 to June 2018. Please provide data for Vendor2cal year 2019 (July 2018 to June 2019) if possible. | More updated data for the attachments has been supplied. | |||
| 10 | Attachment #6 – Customer Call Center Data | Vendor3 | The data provided in the RFP is from July 2017 to June 2018. Please provide data for Vendor2cal year 2019 (July 2018 to June 2019) if possible. | More updated data for the attachments has been supplied. | |||
| 10 | D.2.2.2.1 | 28 | Vendor2 | How many terminals will the State cover for newly authorized exempt retailers? | This should be included as part of the retailer management plan | ||
| 10 | Section 3, Part J, References | 180 | Return Mailing Address | Vendor1 | Will the State please confirm that the Return Mailing Address input requested at the bottom of Section 3, Part J is the Offeror’s return mailing address. | Yes, it is the offeror's address. | |
| 11 | 1.D.2 | 21 | Mandatory Requirements table | Vendor1 | The RFP Section reference for Retailer Management Plan is missing. Will the State please confirm that the correct section reference for the Retailer Management Plan identified in the Mandatory Requirements table is D.3.4.1.11 | See Section 3.4.1.11 for the Retailer Management Plan | |
| 11 | Attachment #6 – Customer Call Center Data | Vendor3 | Please provide volume on language breakout for assisted calls for Vendor2cal year 2019. | The attachment was updated with more current information. | |||
| 11 | D.2.2.2.2 | 29 | Vendor2 | How many FNS-certified SNAP merchants represent each of the following categories and receive free equipment? Military commissaries. Non-profit food buying cooperatives, Group living arrangements, Treatment centers, Prepared meal services | Illinois currenlty has 223 direct connect retailers meeting the definition. | ||
| 12 | 1.A.21 | 15 | BUSINESS ENTERPRISE FOR MINORITIES, WOMEN, AND PERSONS WITH DISABILITIES ACT PARTICIPATION AND UTILIZATION PLAN: BEP Goal 20% | Vendor1 | Given the significant importance the State has placed on the BEP Goal, will the State please clarify how Offerors will be evaluated on the 20% BEP utilization goal, and if the 20% will be based on cell G15 of the Vendor Cost Proposal. If not, will the State please describe what basis point Offerors should calculate their BEP utilization percentage? | As part of the administrative review in determining whether a vendor is responsible and responsive to the requirements of the RFP, the State will review the BEP Utilization Plan. There are 3 areas on the Utilization Plan in which a Prime/Offeror can satisfy or be evaluated regarding the 20% goal: either by Self-Performance as a BEP Certified firm; by signing an LOI and utilizing a BEP certified firm as a subcontractor; or by conducting a Valid Good Faith Effort. BEP will review the Utilization Plan and determine if the prime is responsive to the requirements of the RFP. Prior to entering into contract with the State, a vendor must be deemed responsive and responsible. The 20% is based on cell G15. | |
| 12 | BEP Vendors | Vendor3 | The BEP Vendor list published on the state website only lists 5 vendors, will the state publish the most recent certified vendor list? | Please see the new attachment with the most recent list of BEP Vendors. Offerors are not limited to searching for BEP vendors registered in the NIGP code used on the solicitation. | |||
| 12 | D.2.2.2.3 | 30 | Vendor2 | How many Farm vendors are there that are qualified to receive free POS or wireless POS equipment? | While not all currently utilize the free equipment option, there are currently 84 authorized retailers that would meet the defiinition and qualify under our Farmers' Market provision for free equipment. | ||
| 13 | D.2.2.2.7 | 32 | Vendor2 | Who is covering the cost of the first 2 ATM cash withdrawals and the first 2 ATM balance inquiries each month? | It should be figured into the Vendor’s CPCM. | ||
| 13 | D2.8.8.6 | Vendor3 | Can the state please provide a definition of the “freeze activity type” and provide an example of a freeze activity. | Note Unsure related info found in Att. 11 pg 63 Adjustment Activity File Header Record. | |||
| 13 | H.1.9 | 170 | DoIT Security Requirements | Vendor1 | In accordance with FNS EBT regulations 7 CFR part 8; Security: the USDA/FNS has outlined security requirements for operating EBT which do not include NIST. Additionally, contractors are required to undergo yearly audits of its systems and provide findings to its State partners. Given that FNS SNAP EBT Rules and Regulations do not reference the above standards, would the State confirm that bidders do not need to include pricing to meet NIST? | Vendor needs to meet the NIST standards. | |
| 14 | A.8.2 | 6 | Offeror Due Date, Time, and Address for Submission of Offerors | Vendor1 | RFP Section A.8 states Offerors should ship the proposal to Jean Sandstrom. However, in BidBuy, it states to ship to David Parr with a different address. Will the State please clarify the correct shipping address and contact. | Please See revised instruction on RFP proposal submission. Please see included link on instruction for submitting RFP proposals. | |
| 14 | D.2.2.2.7 | 32 | Vendor2 | Who is responsible for paying the $1 fee for each subsequent cash withdrawal and $0.50 for each balance inquiry transaction each month? | These are fees the EBT Vendor is allowed charge the EBT customer. It would be a transaction against the Customer’s EBT account. | ||
| 14 | D.2.5 | Vendor3 | How often did the current vendor charge for ATM withdrawals in the 2018/2019 year? How often did the current vendor charge for ATM balance inquiries in the 2018/2019 year? | Please 2 Sample months below: |
For the month of 04/2019 ATM withdaws fee 12,988 For the months of 04/2019 ATM balance inquiry fee 1,448 For the month of 09/2019 ATM withdaws fee 13,896 For the months of 09/2019 ATM balance inquiry fee 1,438 *Souce IL transaction Report
| 15 | D.2.2.2.7 | 32 | Vendor2 | If the State is covering these fees, please confirm the State intends for bidders to include this in their proposed CPCM? | The Fees mentioned in question 14 are charged to the customer. It should not be included in the CPCM. | |
| 15 | D.2.4.1 | Card and PIN packet production, issuance, and replacement. | Vendor3 | Is the PIN packet issued only with the cards issued at the state office? | Yes | |
| 15 | General Question | Vendor1 | Will the State allow a second round of RFP Questions to be submitted?. | Yes, you can ask more questions. The second round of quesitons are due on June 25, 2020 and should be emailed to jean.sandstrom@illinois.gov | ||
| 16 | D.2.2.2.7 | 32 | Vendor2 | Will the State please provide the volume of state-billable ATM withdrawal transactions in each of the past 12 months? | Please 2 Sample months below: |
For the month of 04/2019 ATM withdaws fee 12,988 For the months of 04/2019 ATM balance inquiry fee 1,448 For the month of 09/2019 ATM withdaws fee 13,896 For the months of 09/2019 ATM balance inquiry fee 1,438 *Souce IL transaction Report
| 16 | D.2.4.1 | Customer service for Customers and retailers through Helpline, Mobile application and Internet websites | Vendor3 | Does the state’s current EBT processor provide a mobile app to retailers? | no. | |
| 17 | D.2.3 | 33 | Vendor2 | This section states the transition from the incumbent is to be completed no later than December 2021. Section d.3.1 states, “a contract resulting from this RFP will be effective on or about the antipcated start date of 12/2021”. Can the State confirm the date it anticipates executing a contract and starting the project in order for conversion to be completed by December 2021? | Contract Negotiations will begin immediately after a new Vendor is selected. The State would anticipate 10-12 month period is needed for design, development and testing prior to implementation. | |
| 17 | D.2.4.1 | Test EBT systems, which LINK functionality of main processing system with Customer test ARU and test Customer website and mobile application, including maintaining availability for IDHS training purposes | Vendor3 | Is the state expecting the EBT processor to maintain Customer test ARU in the UAT environment during the contract period? | yes | |
| 18 | D.2.4.1 | Disaster Preparation, ensuring sufficient inventory of cards and PIN packets | Vendor3 | Is each disaster card required to have a PIN packet? If not, how are disaster cards PINned currently? | no, they are not required unless necessary due to account conditions. Disaster cards and accounts function the same as our regular LINK accounts. | |
| 18 | D.3.1 | 128 | Vendor2 | This section states the transition from the incumbent is to be completed no later than December 2021. Section d.3.1 states, “a contract resulting from this RFP will be effective on or about the antipcated start date of 12/2021”. Can the State confirm the date it anticipates executing a contract and starting the project in order for conversion to be completed by December 2021? | Payments to the incumbent vendor will cease and payments to the new vendor under the new contract will begin upon transition to the new LINK IV system. The New Contract timeline begins when transition has completed. | |
| 19 | D.2.4.1 | Ability to add additional programs at IDHS option | Vendor3 | Can the State provide details around the additional programs? Please provide examples. | If a new type of sub-program is required by FNS for example, Summer SNAP prgram or SNAP for children who receive free or reduced lunch . We may require a new type of issuance to be released.We would need you to be able to quickly adapt to our new program request by adding the program in your EBT system and working with State EBT staff when required. | |
| 19 | D.2.4.4.1(3) | 40 | Vendor2 | Is it the State’s intent that all 6 languages will be included on a single card mailer, or will the State provide a language indicator in the file so a cardmailer only in the cardholder’s chosen language will be sent? | Illinois currently has all languages included in the single card mailer. However, detailed design of LINK IV material will be determined during the design phase of the project. | |
| 20 | D.2.4.3.1 | 37 | All the SNAP and Cash assistance payments will be posted in the appropriate Cash program type sub-account | Vendor3 | Please confirm this statement is correct ‘All the SNAP and Cash assistance payments will be posted in the appropriate. SNAP and Cash program type sub-account”. If this statement is correct, can the state update the requirement? | Statement should read:"All the SNAP and Cash assistance payments will be posted in the appropriate SNAP and Cash program type sub-account” |
| 20 | D.2.4.4.1(3) | 41 | Vendor2 | Does the State or the incumbent own the card readers currently used in IDHS offices? | The incumbent Vendor owns the current card readers. | |
| 21 | D.2.4.3.1 | 37 | One card is issued per household to the individual designated as either the head of the household (i.e., Customer), or an individual serving as a representative payee for the household or an individual designated as the authorized representative for the household including protective payees. | Vendor3 | Does the State expect the EBT processor to identify head of the household or representative payee or authorized representative or protective payees? If so, is this information/identifier sent in the Auth Rep file? | NO |
| 21 | D.2.4.4.3 | 43 | Vendor2 | Please confirm the LINK Card Track 2 Layout provided in this section is the current format being used. This is not a standard layout. | current layout: |
| 22 | D.2.4.3.1 | 37 | Illinois formerly used a 19-digit PAN. Any batch and online programs will display 16 or 19 digits based when the PAN switched. | Vendor3 | Please confirm whether State EBT cardholders still have a 19 digit PAN? | There are a few card holders who still have 19 digit PANS. Majority of cardholders have 16 digit PANS. We are in process of replacing all outstanding 19 digit cards with 16 digit cards. |
| 22 | D.2.4.8 | 46 | Vendor2 | Could the State explain its intention of only allowing PINs to be reset by authorized IDHS staff after the fourth unsuccessful attempt? | If an invalid PIN is entered 4 times in a row, and a customer can’t select a new PIN, it is highly suspect that a card has been stolen. A customer can select a new PIN and this would reset the bad PIN count, as it states. We would not allow Call Center employees to reset as they are unable to verify identity. A Call center employee would be expected to advise the customer to select a new PIN. | |
| 23 | D.2.4.3.1 | 37 | Vendor3 | If the State chooses to go with the new EBT vendor, is the 19-digit PAN expected to be migrated from the current EBT processor and required to search with and be displayed on the Administrative Terminal? | 16 digit PANS are sufficent , yes PAN should be displayed in the AT. | |
| 23 | D.2.8 | 55 | Vendor2 | Would the State accept the daily reconciliation information by a system report or screen within the administrative system rather than a fax? | As stated, email is an acceptable alternative to fax. Fax was given as an option. It would be unusual to perform reconciliation through a single report produced by the administrative system. However, if the report or screen met the requirement for reconcilication practice, yes it would be an acceptable method. | |
| 24 | D.2.4.3.3 | 38 | The Vendor must maintain current account balances and transaction history on the operational processing system for the current fifteen (15) month period and access to ten(10) full years of data, also viewed online, but may be presented on the administrative terminal and data warehouse as a separate query. | Vendor3 | Please confirm if the State requires to search and access the current fifteen (15) months transaction history in the Administrative Terminal. | Yes, we required to search and access the current fifteen (15) months transaction history in the Administrative Terminal. |
| 24 | D.2.8 | 56 | Vendor2 | The 7th paragraph of this requirement states that IDHS is to be provided with access to the settlement account. Our corporate policy does not allow outside access to corporate-owned bank accounts. Would the State be willing to own the settlement bank account in order to meet its needs? | For the last 20 years, the State has required and used the bank statements from the concentrator bank used for EBT and not had a problem. The State only requires Read Only access in order to pull the daily statement of the account in order to perform reconciliation. This “ownership” of the account could be discussed to see what is allowable under State and Federal law. | |
| 25 | D.2.4.3.3 | 38 | Vendor3 | What is the expected frequency to access transaction history older than fifteen(15) months for accessing ten(10) years data? | Expected frequency is daily for transaction history older than 15 months. This should be accessible in the Data Warehouse by State staff. Inquiries and investigations are often. If unavailabile in datawarehouse the Vendor would be expected to provide. | |
| 25 | D.2.8 | 56 | Vendor2 | We manage the settlement process and the settlement account for a number of our EBT clients without providing direct access to the account. We have stringent, proven processes and safeguards in place for our settlement and reconciliation processes. Is the State open to alternatives to its prescribed process for the settlement account? | The State requires the ability to complete their own reconciliation process which requires Bank Statements for the Settlement account. If this can be provided in a different process than giving read only access to the State, then it would be open for concideration. | |
| 26 | D.2.4.3.3 | 38 | Vendor3 | Can the EBT vendor keep older data in the archive database and provide access when it is required? | It is expected that 15months of data transactions are available on the AT. Transactions older than 15 months can be accessible in a Datawarehouse to be used by State Staff. The expected accessibility is up to 10 years. If older information is stored in a sepearte archive, then it would expected for that information to be available upon request within 48 hours. | |
| 26 | D.2.8.1.3 | 60 | Vendor2 | The SSAE 16 has been replaced with the SSAE 18. Will the State update this requirement? Also, D.3.4.4.1 | Audit practices must follow the regularations requirements as they update. | |
| 27 | D.2.8.2 | 64 | Vendor2 | The 6th paragraph of this requirement states, “it is critical that the screens provide information as currently organized and be as similar as possible to the current screens”. In order for non-incumbent bidders to accurately estimate the project, can the State please provide a copy of the incumbent’s current Administrative Terminal User Guide? | Yes. PDF included in attachments. | |
| 27 | D.3.4.5 Transition-Out Phase | 148 | Delivery of a 10-year transaction archive searchable accessed by IDHS via the administrative terminal. | Vendor3 | Question: How many years of transaction history data does the state expect to convert to the new vendor? Does the state expect to have 10 years of transaction data converted to the new vendor? | The state requires 10 years of transaction history data does the state expect to convert to the new vendor.Yes, the state expect to have 10 years of transaction data converted to the new vendor. |
| 28 | Attachment #6 Call Center Data | Chart - Client Calls - SFY2018 | Vendor3 | Are the “Assisted Calls” calls answered by a CSR? | Yes, Assisted Calls are answered by a CSR. | |
| 28 | D.2.8.2.2 | 71 | Vendor2 | Will the State consider removing this requirement as it relates to maintaining retailer banking information and other information that appears to be related to the retail management process in place prior to the changes implemented by the 2014 Farm Bill? | No. This section is not specific to the process prior to the Farm Bill. This section includes the search functionality and the Retailer detail. The EBT Vendor will still need to service exempt retailers. Additionally the State requires the ability to search the EBT system by retailer, and be able to see the necessary retailer information along with a transaction history of the retailer. | |
| 29 | Attachment #6 Call Center Data | Chart - Operator Calls | Vendor3 | Are these calls answered by a CSR? These seem to be almost equal to the “Automated Calls/TTY Included” calls on the first chart above for the month of April. Please clarify. | Attachment has been updated. | |
| 29 | D.2.8.3.5 | 83 | Vendor2 | Item #8 in this requirement references “allow only one regular roll issuance per Customer per month” while Item #13 references “multiple issuances with same availability date for a Customer”. Could the State clarify if one issuance or multiple issuances per customer per month are allowed? | We allow one regular roll issuance per type of assistance per household per month. Customers may receive additional, multiple, supplemental issuances of any type. Most states have a Regular Roll process that creates payments for customers prior to the start of the month so that those issuances can come available on the same day each month. | |
| 30 | Attachment #7 | Card and PIN Packet Issuance Data | Vendor3 | What happened in October 2017 for the number of “Total Cards Mailed To Client” to double from the average? | During that time the State was transitioning to phase II in our transition from our Legacy eligbility system to our current elgibility system . More requests than were truly needed were sent in the first month. | |
| 30 | D.2.8.4.3 | 96 | Vendor2 | Please provide the definition of “completed” call as referenced in the statistics in this section. | This paragraph and statistics is meant to highlight that the majoirity of the call volume is in the first of the month. The Vendor must have sufficient staff to service this volume that is not spread evenly throughout the month. | |
| 31 | Attachment #4 Benefit Schedules and Issuance Data | Per D.2.8.4.3 “A disproportionate number of Illinois SNAP Customers are eligible to use their monthly benefit on the first of the month” | Vendor3 | In attachment 4 on page one it appears benefits can be available 13 different days of the month. How are Clients assigned an availability date? | the 1st is still the highest volume because of conversion. All cases that were existing prior to 2017 were allowed to keep their same avialability date they were accustommed to. This included dates of 13th, 17th, and 20th. Additionally is why more people still recieve on the 1st of the month. Currently all new cases are assigned regular availability dates based on the last digit of the Indivudal ID of the Head of Household. Availability date is assigned on the State Eligiblity system side, and is subject to change. | |
| 31 | D.2.8.4.3 | 96 | Vendor2 | How is a call determined to be “completed”? For example, is it that the call was never answered by the IVR, or it was answered by the IVR transferred to the call center and never answer by a CSR? Please provide an example of a call that was not “completed”. | This paragraph and statistics is meant to highlight that the majoirity of the call volume is in the first of the month. The Vendor must have sufficient staff to service this volume that is not spread evenly throughout the month. | |
| 32 | Attachment #4 Benefit Schedules and Issuance Data | Vendor3 | Page 5 - What occurred in October 2017 to case the amount of Cancelled Deposit (Voids) to be 5X greater than average and November 2017 cases to be 50% less than average? | This was because we transitioned to a new eligiblity system for the State of Illinois at the end of October 2017.And although our void process didn't change, a lot of the office business processes did change, and as a result, we noticed a drop in voided issuances. | ||
| 32 | D.2.8.4.3 | 96 | Vendor2 | Is the reason for the 11.4% completion rate that there is not enough capacity on the IVR platform to handle the estimated 255,000 calls received during the first hour of the month? | The 11.4% is the percentage of calls for the entire month that were received in the first hour on the first day. This does not mean calls were dropped. It is meant to stress that the majority of calls are received on the first day, many within the first hour. | |
| 33 | D.2.8.4.1 Customer Call Center | 90 | “Functions Available through the ARU” | Vendor3 | Page 90 near the bottom of the page is a statement “Functions Available through the ARU” then the document proceeds to explain what services the CSRs need to provide. Is the ARU list of functions missing or is it the same? | Page 90 ARU Functions are as follows: Account balances, Disable card, Issue replacement card,select a PIN, hear 10 last purchases, check the status of replacement card, check card active or inactive status, request to speak with a customer service agent, Check password on account, hear pending deposits, hear benefit date, dispute a transaction, hear infromation where to use LINK card, Instructions on card usage, and hear options for State eligibility questions. (Note from last IVR update 02.17.2018.) |
| 33 | D.2.8.5 | 100 | Vendor2 | The last paragraph of this section states that IDHS will use the test system for training purposes. However, section D.2.8.5.1 states that the “Vendor must maintain the necessary hardware and software to provide IDHS an EBT training system (including a separate database used strictly for training)”. Please clarify if the State intends for separate testing and training environments to be provided. | The State prefers a separate environment for training, but is open to utilizing the testing environment for this process. | |
| 34 | D.2.8.4.1 Customer Call Center | 92 | Vendor3 | Page 92 second paragraph. Is this password also known as an “additional security password”? When and where does the initial password get created? Does the vendor have to provide the option for the cardholder to change this password? | Page 92 Yes , this password is known as additional security password. This password gets created when a customer comes into an local office. The password is only changed or removed via the Administrative Terminal. We don't allow the customer to change themselves through self-service or a CSR. | |
| 34 | D.2.8.7.5 | 103 | Vendor2 | What is the “reconciliation report” described in this section? Reconciliation generally refers to financial reporting, but the sample provided here references card failures, POS terminal failures, etc. | In the event of an error, it is expected that the Vendor will provide reports that will be used to reconcile activity. While we do practice financial reconciliation, to reconcile also means to settle or resolve differences. Reports can be executed to aid in this process. | |
| 35 | D.2.8.7.5 | 103 | Vendor2 | Please provide an example of a situation that would require a “reconciliation report” as defined in this section, and please provide a sample reconciliation report. | An example would be if Illinois ATM’s were charging a fee to Illinois LINK card holders. We would use reports to identify the accounts needing an adjustment. Then we would run a second report to reconcile credits made to the accounts back to the original charges. There is not a specific layout of a report required, only that the data be available. We chose not to provide an example of a previous report as SNAP redemption data is protected. The State is simply establishing the expectation that reports will be provided in the event of a system issue. | |
| 35 | D.3.4.1.10.2 | Vendor3 | Customer Brochure - Can the State share an example of their current brochure or how many pages the current brochure is along with volume needed at local offices? | D.2.8.4.1 Customer Call Center - pg 135 Please see brochures attached. | ||
| 36 | D.2.10 | 127 | Vendor2 | Can the State confirm that the definition of a billable case is the same definition as a household for billing purposes? Or Can the State define both a case and a household? | Case and household are a one to one ratio. | |
| 36 | D.2.8.3.5 | 82 | 6. Verify the check sum digit in each issuance record using the Modulus 11 method and return the record to IDHS for correction if check digit is invalid. | Vendor3 | Please confirm if the EBT processor is required to calculate/validate a check digit even though it is provided as part of the EBT account number | pg 82 Yes, the EBT processor is required to calculate/validate a check digit. |
| 37 | D.2.2.1 | Currently there are 223 FNS certified retailers directly connected to the vendor’s system with EBT only equipment. | Vendor3 | Please confirm how many of the 223 are exempt and confirm the rest are non exempt merchants using EBT only equipment | 192 exempt retailers currently have EBT only equipment. | |
| 37 | D.3.4.1.10 | 135 | Vendor2 | Can the State confirm that the program materials required in 6 language are only the training materials for cardholders (not retailers and administrative users)? | Only the customer training material is needed in the 6 languages. | |
| 38 | D.2.2.1 | Currently there are 145 Currency Exchange that accept Cash EBT transactions. | Vendor3 | Please explain the applicable fees paid by these merchants for the POS equipment and processing? | Applicable fees are allowed in accordance with Federal Regulations regarding EBT only equipment. | |
| 38 | D.3.4.1.15 | 140 | Vendor2 | Is it the State’s intent that the System Support Plan will be provided by the winning Contractor and not by each bidder with their proposal? | Each Offerror should provide a basic support plan. | |
| 39 | D.2.7 | 54 | Vendor3 | How many disputes are currently received per month by cardholders and retailers? | in May 2020 162 adjustments were opened. | |
| 39 | D.4.1.1 | 154 | Vendor2 | The 4th bulleted item of this section states that replacement staff are to be on-site at least 10 business days prior to the departure of the person being replaced. However, key staff are not required to be on-site for this project. Will the State remove the reference to “on-site” in this section? | This requirement is that the replacement staff is virtually “on-site” with the State 10 days prior to the departure of the current personel. It is not required that they are on-site in Illinois. | |
| 40 | D.2.7 | Vendor3 | What percent of the disputes go to fair hearing on a monthly basis? | A fair hearing request is rare. Never more than a dozen in a year. | ||
| 40 | D.6 | 155 | Vendor2 | There is a small text box provided for the response in this section D.6. Given that bidders on this RFP will provide very detailed responses to all the technical requirements in D.1 through D.4.1.1 with regard to their proposed solutions to meet the State’s requirements, will the State agree that D.6 is not applicable to this procurement? | D.6 is not applicable to this Procurement. | |
| 41 | D.6 | 155 | Vendor2 | If D.6 is applicable to this procurement, please provide more specific guidance on what information is to be provided in response to this section. | D.6 is not applicable to this Procurement. | |
| 41 | D2.8.8.2 | 105 | Vendor3 | Can the state provide the current RCD for more details on the following reports: Voluntary Withdrawal Activity | Hard copies of the reports will be available to the winning Vendor. | |
| 42 | D2.8.8.2 | Vendor3 | Can the state provide the current RCD for more details on the following reports: Money Movement Activity | The list in section, as stated, is an example list. We do not currently have a Money Movement Report. | ||
| 42 | E. Pricing | 157 | Vendor2 | This Section E. begins with E.5. Please provide paragraphs E.1 through E.4. | An error in numbering occurred. The page will be corrected. No section missing. | |
| 43 | D2.8.8.2 | Vendor3 | Can the state provide the current RCD for more details on the following reports: Third Party Retailer Financial Activity Report | The list in section, as stated, is an example list. A TPP activity report would just break down settlement by TPP. There isn't a current RCD | ||
| 43 | E.10 | 157 | Vendor2 | E.10 references providing pricing as specified in Section E.1, however there isn’t a paragraph labeled as E.1. Please provide the correct section reference. | An error in numbering occurred. The page will be corrected. No section missing. | |
| 44 | D.2.2.2 | 28 | Cash only retailers may be provided with a free EBT only POS terminal similar to FNS authorized retailers. | Vendor3 | Please explain what determines a cash only retailer is approved for free equipment? | The Vendor will be responsible for ensuring that retailers who do not have their own POS equipment can participate in EBT through EBT-only POS equipment with fees for non-exempt and without fees for exempt retailers. Only Retailers that met the definition of exempt would be eligible for POS at no fee. |
| 44 | E.10.1 | 157 | Vendor2 | E.10.1 requires a total price for the Initial Term. However, Attachment 15 contains 4 separate tiered pricing levels that wouldn’t logically add up to a total price. Will the State provide the pricing tier that should be used to provide a total for E.10.1? | E.10.1 does not need to be filled out. Only the attachment 15 which calculates an average price needs to be submitted for the pricing amount. | |
| 45 | D.2.2.2 | 28 | The Vendor shall be responsible for ensuring the placement of additional equipment determined essential for adequate access by the Department. | Vendor3 | How many of the locations with the vendor equipment today have more than one set of POS equipment? | Exempt retailers are allowed 1 free POS machine. If the retailer request another POS device they would incur the cost. |
| 45 | E.10.2.2 | 157 | Vendor2 | E.10.2.2 requires a total price for the renewal term. However, Attachment 15 contains 4 separate tiered pricing levels that wouldn’t logically add up to a total price. Will the State provide the pricing tier that should be used to provide a total for E.10.2.2? | E.10.1 does not need to be filled out. Only the attachment 15 which calculates an average price needs to be submitted for the pricing amount. | |
| 46 | Attachment #3 | Vendor2 | The Monthly Client Caseload Data is referenced in cases by month. Can the State provide this information in a household volume? | Households and Cases are used interchangeable for EBT purposes. If one household would have multiple cases that receive benefits, each case/ebt account would be billable. | ||
| 46 | D.2.2.2.6 | 31 | The vendor shall provide regional in person training to retailers participating in the EBT program. | Vendor3 | Please explain why in person training is necessary when 99% of the retailers will not be impacted by a conversion since they use a commercial solution today and not directly connected to the vendor? | Over the phone training is an option as well, if in the event where retailers may be impacted by a conversion. |
| 47 | Attachment #3 | Vendor2 | Attachment #3 provides caseload data up to June 2018. Is the State able to share more recent caseload data, possibly through February 2020? | Attachment has been updated. | ||
| 47 | D.2.2.2.7 | 32 | A bank surcharge is not allowed on any IL LINK transaction. | Vendor3 | Can you please reference the law that this statement above is supported by? | The ATM Link Card Fee Prohibition, Public Act 93‐583 (effective January, 1, 2004) amends the Electronic Funds transfer Act, 205 IL CS 616/1 et. seq., to prohibit the assessment of fees whenever public aid recipients use a LINK Card at an ATM to obtain financial aid from the State. Simply said, ATM owners may not surcharge LINK cardholders. |
| 48 | Attachment #6 | Vendor2 | Is the State able to provide call center data for 2019? | Attachments have been updated. | ||
| 48 | D.2.4.4.1 | 39 | Vendor3 | How much card stock is ordered annually for the local offices? | 250,000 for FY19 | |
| 49 | Attachment #6 | Vendor2 | Please define how the “Abandoned within IVR” calls are calculated. | It means they’ve chosen a path in the menu and hang up/terminate the call before they get all the way through | ||
| 49 | D.2.4.4.1 | 39 | Vendor3 | Does IDHS send to the vendor the language required for the cardmailer that the cardholder receives? | Yes ,language for the cardmailer will be provided. | |
| 50 | Attachment #6 | Vendor2 | According to the June 2018 statistics provided, 95% (2,375,753) of the calls ended up transferred to a CSR after being answered by the IVR (2,492,652). Is that correct? Only 5% of Illinois’ callers receive the information they need satisfactorily in the IVR and the other 95% need to talk with a CSR to resolve their questions? | Attachments have been updated. Most calls are handled through IVR. | ||
| 50 | D.2.4.14 | 48 | Vendor3 | How many manual voucher only merchants does IDHS have today sending in vouchers to be cleared to the current vendor? | currenlty there are 12 retailers that use manual voucher only |
| 51 | Attachment #6 | Vendor2 | The Breakout of Car Issues Calls and Breakout of Other Calls for June 2018 totals 781,456 calls, however the Operator Calls Answered for June 2018 is reported as 2,320,703 calls. What are they call types for the difference of 1,539,247 calls? | attachments have been updated. | ||
| 51 | D.2.4.14 | 48 | The Vendor must design a paper voucher and distribute a supply of such documents to each FNS authorized retailer for us in processing manual SNAP transactions when the need arises. | Vendor3 | Please confirm according to FNS regulations that only exempt retailers receive manual vouchers at no cost. | Yes, only exempt retailers receive manual vouchers. |
| 52 | Attachment #6 | Vendor2 | What are all of the services (call types) for which a CSR would assist a cardholder? | If a customer is unable to use the automated menu, a CSR would be expected to assist the customer with any function of the IVR except PIN change. However, the CSR should be able to talk a customer thorugh how to comlete a PIN change. Currently an address change can only be completed by a CSR. However, Illinois is open to an automated alternative for the LINK IV system. This detail should be determined in the design phase of the project. | ||
| 52 | D.2.8.7.4 | Scheduled Up/Down-Time (2) System availability and reliability. (i) The EBT system central computer shall be available 99.9 percent of scheduled up-time, 24 hours a day, 7 days per week. | Vendor3 | Please confirm the system availability requirement. As per 7 CFR 274.8, system availability is 99.9%. Below is the reference from 7 CFR 274.8 for system availability and reliability. | The State requires the vendor to meet the requirement in CFR 274.8 and be available 99.9% | |
| 53 | Attachment #14 Liquidated Damages | SLA #10, System Transactions must be processed at all times unless the system is in a scheduled downtime for routine maintenance. Unscheduled downtime of more than one half will be considered system failure. The maximum unscheduled downtime during one episode before backup systems must be put into effect is one hour. $10,000 can be assessed for system failure of more than one hour. | Vendor3 | Q: Can the state please clarify if this is $10,000 per episode? | This is a per month amount. | |
| 53 | Attachment #6 | Vendor2 | Can the State provide the average call handling time for the assisted calls on a monthly basis? | Attachments have been updated | ||
| 54 | Attachment #7 | Vendor2 | Is the State able to provide data for 2019? | Attachments have been updated | ||
| 54 | D.2.9 | Vendor3 | In regards to DES encryption, there are multiple references in using DES encryption in the requirements, will the state allow the vendor to propose an alternate encryption algorithm where appropriate e.g. an stronger FIPS 140-3 compliant encryption algorithms? | alternatives that meet the necessary standards, can be submited, but all are subject to approval by our Chief Information Officer for Illinois Department of Human Services. | ||
| 55 | Attachment #8 | Vendor2 | Will the State accept staff training materials in an electronic format? | Yes |
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