ILDHS-DDD Lotus Replacement Continuation SOW.pdf

Statement of Work (SOW) Response

State of Illinois Department of Human Services: Division of Developmental Disabilities

April 9, 2026

Table of Contents Table of Contents 2 Section 1.0 Executive Summary 3

Provisio Approach to Illinois Department of Human Services: Division of Developmental Disability Future 3 Solution Overview 3 Technical Approach 4

Birdseye Architecture 4 Data Migration 5

Phase 1 - Scope of Work 6 Addressing Immediate Needs 6 Fast Follow Future Phase 7

Solution Details and Assumptions 10 Phase 1 Scope Limits 10 Risks 11

Phase 2 - The Future for the DDD 11 Section 2.0 Implementation Approach 12

Project Management Methodology 12 Project Communication Strategy 13 Project Risk Management 15 Estimated Timeline 15 Project Phases 15

Plan 15 Discovery and Design 16 Build & Data Migration 16 Training 16 Birdseye Custom Management & Operations 17

Purpose of the M&O Phase 17 Client Expectations During M&O 18

Location of Services 19 Section 3.0 Provisio Overview 19

Executive Leadership 20 Delivery Team 21

Section 4.0 Pricing Estimate 23

Apr 9, 2026

Section 1.0 Executive Summary Provisio Approach to Illinois Department of Human Services: Division of Developmental Disability Future

Solution Overview

In August 2025, Provisio re-engaged with the Illinois Department of Human Service’s Division of Developmental Disabilities (the Division) to support the replacement of Lotus Notes for the Rates unit. In the years between the initial roll-out of the system and re-initiation, less of the system functionality had been utilized than Provisio understood. There have also been changes to business processes and updates to funded program types. These factors have led to additional work and timeline delays that have resulted in the need for a contract extension.

These risks identified in the initial scope of work have impacted the budget and timeline:

● Lack of end-to-end scenario-based testing in prior engagements

● Parallel processing will need to be very closely managed during the system availability gap associated with an all-in-one go-live approach.

● Creation of realistic test scenarios

● Unknown changes to the system since Provisio’s involvement

● Solution is highly dependent on outdated technology being used to transmit E-Packets from the ISCs to DHS DDD

Background

In 2017, Provisio implemented its proprietary birdseye solution for the Illinois Department of Human Service’s Division of Developmental Disabilities (the Division) and fifteen of the sixteen Independent Service Coordination (ISC) agencies active at that time. This innovative Salesforce-based solution modernized the Division’s operations, replacing paper copies of funding requests with real-time integration. Gone were the days of waiting for the USPS delivery and frantic searches throughout the office for ‘yellow sticker’ crisis folders when an ISC called for an update on the status of a crisis request. This solution has well-served the ISCs and the Division’s Region, Rates and Nursing staff in the years since, providing an increased level of service and transparency to Individuals and their guardians.

The solution was designed and built to include an API interface with an application named PRCS under development by the Illinois Department of Innovation & Technology (DoIT) for the calculation of rates, replacing the logs maintained in Lotus, which was already out-of-support at that time. Unfortunately, due to resource constraints and shifting priorities, PRCS was never completed and the vision never fully realized.

Provisio is uniquely positioned to guide the completion of this mission-critical application, providing a stable system for the processing of funding updates and calculation of rates and removing the risk of funds flowing through a software application that has been out of support since 2014. The Provisio team understands the current architecture and significant dependencies inherent in the electronic submission process. Years of experience supporting the ISC agencies will allow Provisio to quickly identify and mitigate any risks to the highly integrated, multi-org environment resulting from updates required by the updates needed for this project.

The project has gone well This project will build on the success of birdseye, updating the API calls to accommodate changes to the PRCS application; finalizing the user interface for the submission of E-Packets for estimation, draft and award; and migrating updated data on Individuals and their current funding from Lotus to birdseye. It will also accommodate batch processes that have become necessary due to operational and legislative changes, including regularly updated ICAP scoring by an independent assessment organization. These batch processes may require significant architectural updates to the birdseye application best made by those with both a deep technical understanding of the system architecture and the domain knowledge resulting from years of experience within the I/DD space in Illinois and across the country.

Technical Approach

Birdseye Architecture

The birdseye solution leverages a complex, custom data model to meet the unique needs of the I/DD waiver funding environment. Changes to any of the data elements included in the integration with the ISCs must be carefully managed to ensure the smooth flow of funding requests between nine (9) independent Salesforce instances.

The flow of data from the ISC Salesforce instances to the DHS DDD Salesforce instance is illustrated below, highlighting the dependencies in the system.

Phase 1 will update the birdseye application and the interface between birdseye and PRCS to reflect operational updates and the system changes to PRCS and the rates calculator.

Scope of Work

Included in this SOW

● Investigation and resolution of bugs and issues found during Soft Parallel processing

● Consulting services to finalize required data and documentation for each stage

● Architectural support of a more robust solution for tracking scores and abilities

● Completion of design and build support of year-end batch processes

● Supervision of the final data migration

● Investigation and resolution of bugs and issues found during True Parallel Processing

● Additional Documentation and Training as needed

Additional Identified Needs (Not included in this SOW)

● Writeback of award information to birdseye

○ Critical for long-term data integrity and system function

● Replacement of SF2SF with Mulesoft Integration

Sole Source:

This engagement with Provisio Partners is being pursued as a sole source procurement in accordance with the Illinois Procurement Code [30 ILCS 500/20-25] and associated administrative rules. Sole sourcing is warranted due to the proprietary nature of the existing birdseye platform and Provisio’s unique qualifications, as detailed below:

● Project Continuity: The Provisio staff have been instrumental in the success of the project to date, identifying dependencies that DoIT staff did not have the context to anticipate, providing context on business decisions made long ago and bridging the gap in knowledge and perspectives between the Division and the Independent Service Coordinators upon whom the success of the project depends.

● Proprietary Platform & Deep Integration: The birdseye solution was originally developed and implemented by Provisio specifically for the Illinois Department of Human Services, Division of Developmental Disabilities (IDHS DDD) and its network of Independent Service Coordination (ISC) agencies. The system includes a highly customized architecture and complex integrations with both internal and external systems. Any modifications to the architecture or functionality require intimate knowledge of the existing codebase, data structures, and integration logic.

● Institutional Knowledge & Continuity: Provisio not only developed the birdseye solution but also worked collaboratively with IDHS DDD’s Rates and Region teams to reimagine workflows and design a more effective approach to funding and service delivery. Their longstanding relationship with the ISCs and understanding of IDHS DDD’s business processes and regulatory environment provides irreplaceable continuity, reducing the risk of disruption, delays, or errors in system modifications.

● Efficiency and Cost Avoidance: Bringing in an outside vendor would require significant ramp-up time to understand the complex, multi-org Salesforce environment, as well as reengineering of proprietary elements, leading to duplicative costs and extended timelines.

Provisio’s prior experience enables them to deliver faster, with lower risk, and more cost-effectively.

● Mission-Critical Modernization: The planned enhancements address critical dependencies on outdated technology (e.g., Lotus Notes) and incomplete integrations with PRCS, which pose operational and compliance risks. This work cannot be delayed for a competitive procurement cycle and must be completed by a vendor with proven success in this specific environment.

Given these circumstances, Provisio Partners is the only economically feasible source capable of completing the work as described in this Statement of Work. Their sole source status is essential to ensure technical integrity, continuity of operations, and responsible stewardship of state resources.

Solution Details and Assumptions

The solution proposed for IDHS DDD will finally realize a vision in the making for seven years, enhancing support of individuals receiving waiver services and improving the accuracy and speed of communications with those individuals and their guardians. It will also improve the working conditions of the IDHS-DDD staff, providing them with the modern system expected by today’s workforce.

Phase 1 Scope Limits

1. Defined Scope: It is assumed that all functionality to be developed is within the capabilities of the Salesforce platform and APIs. Greater understanding of the requirements of the batch processes resulting in increased complexity may lead to an extension in the timeline and additional costs.

2. Resource Availability and Skillset: This scope includes significant participation by a DOIT Core Contractor and assumes that this individual has the bandwidth and skillset needed for the work assigned. Provisio will not supervise this individual, but provide support and guidance.

3. Reports and Dashboards: Provisio will design up to 5 Salesforce reports and 1 dynamic dashboards to allow administrators to monitor integration health and performance.

4. Availability of Stakeholders: Key stakeholders from the client side will be available for regular meetings, consultations, and prompt decision-making. Delays in communication may impact the project timeline.

5. Third-Party Dependencies: Any delay or issue arising due to third-party services, not under the control of the project team, will not be the responsibility of the project team and may impact the timeline and deliverables.

Risks

● Potential gaps in Division-defined test scenarios

● Parallel processing will need to be very closely managed during the system availability gap associated with an all-in-one go-live approach.

● Shortened testing period for batch processes due to delay in parallel processing

● Coordination with other vendors and potential contracting issues

● Solution is highly dependent on outdated technology being used to transmit E-Packets from the ISCs to DHS DDD

Phase 2 - The Future for the DDD

The solution proposed will meet the immediate need of fully transitioning the Division from reliance on Lotus for Rates calculations via the proposed integration with PRCS with its capabilities and interfaces. Once this system is stable, Provisio recommends the following future phase items. Additional recommendations may be made after discovery.

1. Data flow from ODM or other appropriate systems to birdseye upon finalization of funding awards. The system must have a record of all funding an individual is receiving to ensure the accuracy of later add-on requests and the current manual steps greatly increase the risk of data inaccuracy over time.

2. Replacement of the outdated Salesforce to Salesforce technology used to transmit E-Packets and associated documents from the ISCs to the Division with modern APIs.

Phase 2 items are not included in this Scope of Work. An additional scope will be provided for Phase 2 at the appropriate time.

Section 2.0 Implementation Approach Project Management Methodology Provisio proposes using an agile/waterfall hybrid project management approach which provides significant value for Salesforce implementations. By combining the best aspects of both methodologies, the development process becomes more structured and organized, while also allowing for flexibility and adaptability during the development process. This results in a more efficient process that can better adapt to changing needs and requirements.

The iterative process of the hybrid approach also provides benefits for the client organization. The incremental release cycle allows stakeholders to see progress more frequently and provide feedback that can be incorporated into the development process more quickly. This helps ensure that the final product meets the needs of stakeholders and end-users, resulting in a higher level of satisfaction with the end product.

Overall, the agile/waterfall hybrid approach provided by Provisio offers a balanced and efficient development process. The comprehensive planning and documentation combined with the flexibility and adaptability of agile make it an ideal approach for organizations that require a high level of structure and organization in their projects while also allowing for flexibility to respond to changing needs and requirements.

In every project, there are outstanding questions that need to be flushed out. A full project plan will be developed prior to discovery and then finalized after discovery when all of the outstanding questions are answered.

The Provisio project management methodology is based on two guiding principles:

● Provisio has an earnest commitment to executing sound project management processes as the foundation for achieving the project objectives.

● Provisio recognizes the responsibility to streamline the processes and procedures, making them as simple as possible for the project team to execute while continuing to work toward a positive outcome.

There are three basic gates needed for a successful project:

Project Communication Strategy

Provisio Partners proposes the following Communications Strategy to guide our work together.

When will we communicate?

The Provisio Partners Project Team will use the following channels to communicate with you:

● Monday.com: Online project management platform that will be used to track progress to goal on the overall Project Timeline (Milestones), assign specific tasks to Provisio and the client team members (Tasks), manage project documentation (Files), track project risks (Risks), share links to recorded meetings (Links), and exchange one-on-one or group messages (Messages).

● Google Meet: Video and phone conferencing tool that Provisio will use to schedule and host status meetings, discovery sessions, demonstrations, and other communication by phone/video with your team. Teams may also be used as a meeting platform. Provisio asks that recordings be shared.

● Email: Used by Provisio in rare instances when Monday.com Messages is not accessible.

(Monday.com Messages provides more transparency than email and helps us keep all messages in one place.)

In using the tools above, the Provisio Partners Team aims to communicate in tone and content that provides:

● Context: Communication that provides appropriate background and/or supporting resources necessary for you to fully understand and assess the information presented or decisions being requested.

● Transparency: Communication that allows the information that project stakeholders need to know for the project to be successful to be surfaced. This includes transparent project risk tracking.

● Flexibility: Communication that recognizes that everyone receives and digests information differently. We are open to your input on the formats and methods of communication that fit your team.

● Awareness: We know this project is critically important and that it’s in addition to your staff’s full-time jobs serving your grantees and mission. We aim to provide organized, to-the-point communications without sacrificing the context, nuances, and details necessary for a full understanding.

● Partnership: Communication based on a belief that Provisio’s success is our client’s success. We will hold ourselves accountable, as well as the rest of the team, to deliver a technology solution that helps the client achieve its goals.

When will we communicate?

For communication on an ongoing basis, Provisio will schedule a weekly, 30-minute status meeting to cover the project timeline and schedule, key questions and items for input, any project risks, and project budget tracking. Written notes from the Weekly Status Meeting are posted on Monday.com after the meeting.

In addition to a weekly status meeting, we will use Monday.com Messages on a daily basis to communicate any key questions, project updates, or tasks of the day.

Project Risk Management

Project Risks are defined as emerging issues that have the potential to impact the timeline or scope of the project, as outlined in the Project Plan. Provisio will track any Project Risks and ensure proactive communication to address, resolve, or adjust the timeline or scope of the project accordingly, depending on the nature of the risk.

Project Risks will be logged, tracked, and included on Weekly Status Meeting agendas if/when they arise. This will ensure that risks are transparent, known, and discussed so that Provisio and the client can partner to address them in a productive way.

Estimated Timeline

With true parallel processing scheduled to start May 1, and batch processing needed in early July, Provisio’s involvement will be needed through the end of July, 2026.

Location of Services

Provisio and IDHS DDD will mutually agree to the most appropriate sites while being mindful of timelines and costs associated with travel. While not onsite, Provisio will maintain regular communication through weekly status meetings, calls, videos, and web demonstrations of progress.

Section 3.0 Provisio Overview Over the past 20 years, Provisio consultants have cultivated and sustained excellent relationships with Public and Nonprofit clients specifically within Human Services. We utilize the broad range of functional and technical experience held by our diverse group of consultants and enlist small project teams that focus on Salesforce’s configured Human Services case management platform.

Every Provisio client—regardless of project size—benefits from the personalized attention of highly experienced professionals, whose primary focus is to nurture client relationships throughout all stages of the engagement. Provisio’s headquarters is centrally located in Chicago, IL with nationwide, regional offices. There are eighty-five (85) consultants devoted to Salesforce implementation, development, and integration in addition to over forty (40) certified developers from our dedicated partner.

Executive Leadership

Below, we provide an overview of each team member’s background and qualifications.

Mr. Travis W. Bloomfield, Executive Oversight, Travis is Managing Partner/CEO at Provisio and will provide executive oversight on this project. As a Veteran possessing over 19 years of management consulting experience, Travis has served dual roles as a client executive and project manager on numerous high-profile information technology projects. He has extensive experience managing and coordinating large-scale IT projects that involve multiple stakeholders and resources. Travis has provided executive oversight for the Illinois Department of Human Services, Cook County Health and Human Services, and over two hundred (200) Nonprofit human services-related projects.

Ms. Erica Cox, Managing Partner/CIO, has over 10 years of experience as a Salesforce administrator, developer, and architect, specializing in Nonprofit Salesforce solutions, integration, database conversion, and security. Erica provides technical oversight and supports the delivery team as needed during all phases of the project lifecycle. Erica graduated from the University of Illinois and holds 11 Salesforce certifications.

Ms. Kim Collins, Chief Delivery Officer, leads the Delivery Team to ensure that Salesforce implementations are complete, on time, and within budget. Kim achieves this by following a proven process of goal setting, creating alignment, coalition building, and innovating to foster organizational growth. She developed a love for Human Services after spending over 10 years in the public sector and nonprofits advocating for and implementing policies that impact people.

Delivery Team

Each project has a team assembled to meet the needs of that project. Below, we provide an overview of the different roles that make up our delivery team.

Project Manager (PM): The Project Manager is our lead for all projects and the main point of contact with the client. They are ultimately responsible for communicating timelines and milestones, and facilitating the resolution of any concerns or issues throughout the project lifecycle. Also, the PM is the lead in managing risk, which includes looking ahead and anticipating risks, and then documenting and addressing them.

Business Analyst (BA): The BA is responsible for understanding and documenting the needs of the client backwards and forwards in order to effectively communicate the detailed client requirements. The BA will dig in and really get to know and fully understand your program and reporting needs. Lastly, the BA is responsible for communicating and demoing the solution to our client and internal team.

Solution Architect (SA): The Solution Architect is responsible for the technical solution. The SA is responsible for the design and configuration/development of the solution and will oversee the build in order to make sure that the project stays on time, within scope, and that the solution works. Lastly, the Tech Lead is responsible for maintaining best practices within Salesforce -proper naming conventions, recommended automation tools, a clean sharing model, and more.

Salesforce Consultant (SC): The Admin is responsible for making sure our solutions are excellent. They ensure the solution works, is professional, and is something that will work best for you. The Consultant is fundamental in developing and configuring the solution as well as supporting that solution in its post-go-live state.

Data Analyst (DA): The ability to easily report and make data-informed decisions is the driving factor for almost all of our client's decisions to switch to Salesforce. The Data Analyst is responsible for ensuring that our clients can leverage their data in a real way. This includes collecting reporting and dashboard requirements and making those a reality. It also includes data migration including the strategic mapping of legacy data and providing consultation to clients and our team on how best to leverage legacy data to inform their reporting and program needs moving forward.

Integration Architect (IA): The Integration Architect is responsible for designing performant integrations between Salesforce and external systems using various integration tools and platforms, including OmniStudio. They work closely with stakeholders and the development team to understand the integration requirements, recommend integration methods and tools and design the integration solution. The Integration Architect is responsible for ensuring that the integration solution is scalable, secure, and maintainable.

Integration Specialist (IS): The Integration Specialist is responsible for implementing integrations between Salesforce and external systems using various integration tools and platforms. The Integration Specialist is responsible for configuring and customizing the integration tools and platforms, as well as developing custom code and APIs to support the integration solution. Additionally, the Integration Specialist is responsible for testing and debugging the integration solution and providing ongoing support and maintenance.

Quality Assurance Consultant: The Quality Assurance Consultant validates the solution during configuration and after deployments among environments, ensuring that acceptance criteria are met.

Technical Training Consultant: The Technical Training Consultant is responsible for ensuring the solution is communicated as clearly and thoroughly as possible to all appropriately identified clients. Coordinate, design, develop and implement a customized training program, including documentation for each client.

Section 4.0 Pricing Estimate Provisio Role Rate/Hr Hours Total

Project Manager $225 36 $8,100

Systems Architect $225 100 $22,500

Salesforce Architect $225 60 $13,500

Total 196 $44,100

*This SOW and pricing is valid for 30 days from its submission to the Client.

*Billing will be based on a Time & Materials basis, with monthly billing for actual incurred Time & Materials (T&M) hours.

***Budget Reflects Virtual Training: Provisio's Professional Services staff members are prepared to provide virtual or in-person Discovery & Training sessions. Please note, the cost for these services does not include potential on-site travel costs. If on-site services become necessary, travel time will be billed per the rate card above.

Phase 2 - The Future for the DDD

Delivery Team

Section 4.0 Pricing Estimate