Member Experience Survey Administration- Analysis and Reporting RFR.docx

COMMONWEALTH OF MASSACHUSETTS

EXECUTIVE OFFICE OF HEALTH AND HUMAN SERVICES

ONE ASHBURTON PLACE

BOSTON, MA 02108

REQUEST FOR RESPONSES

FOR

MEMBER EXPERIENCE SURVEY ADMINISTRATION, ANALYSIS AND REPORTING

DOCUMENT #: 25EHSPMMHMESRFR

ISSUED: July 11, 2025

TABLE OF CONTENTS

ATTACHMENT A – MODEL CONTRACT

ATTACHMENT B – BIDDERS’ CERTIFICATIONS

ATTACHMENT C – COST RESPONSE TEMPLATE

1. Introduction The Massachusetts Executive Office of Health and Human Services (EOHHS) is issuing this Request for Responses (RFR) pursuant to 801 CMR 21.00, which governs procurement of services by state agencies and requires a competitive process, including the issuance of an RFR, for acquisitions of all commodities and services. In this RFR, EOHHS is soliciting proposals from qualified Bidders to sample, collect, aggregate, and analyze survey data from a given Measurement Year as described in Section 2 of Attachment A, Model Contract.

Definitions Unless otherwise noted, capitalized terms in this RFR and its Attachments are defined in Attachment A, Section 1.

Purpose of the Procurement In this RFR, EOHHS is soliciting proposals from qualified Bidders to administer surveys to MassHealth members as summarized below and described in further detail in Section 2 of Attachment A, Model Contract.

Primary Care (PC) Member Experience Survey (PC Survey) The selected Bidder will administer the PC Survey to random samples of MassHealth members as described in Attachment A, to include adult and child members enrolled in a MassHealth Accountable Care Organization (ACO) or Managed Care Organization (MCO) who received Primary Care services from an affiliated primary care provider (PCP) during the Measurement Year. The PC Survey is CG-CAHPS-adapted.

Consumer Assessment of Healthcare Providers and Systems (CAHPS) for CMS Core Measure Set Reporting The Medicaid and CHIP Core Sets of Health Care Quality measures are sets of standardized health care quality measures for adult and child populations. States submit state-level data to CMS annually, More information on Core Sets is available at Child and Adult Health Care Quality Measures | Medicaid.

The selected Bidder will administer the CAHPS (Medicaid) Adult survey, and Child survey including Children with Chronic Conditions Supplemental Items, (hereafter referred to as “ Core Set Surveys”), to MassHealth adult and child members identified pursuant to guidance provided in CMS Manuals. For purposes of this RFR and Model Contract, there are two CMS Manuals: 1) Core Set of Adult Health Care Quality Measures for Medicaid (Adult Core Set): Technical Specifications and Resource Manual, and 2) Core Set of Children’s Health Care Quality Measures for Medicaid and CHIP (Child Core Set): Technical Specifications and Resource Manual. Contractor shall sample, collect, aggregate, and analyze member experience survey data, for a given Measurement Year, pursuant to the CMS Manuals for the corresponding Measurement Year. CMS Manuals provide guidance and requirements regarding Core Set CAHPS to States and they are available at Adult Core Set Reporting Resources | Medicaid and Child Core Set Reporting Resources | Medicaid. The Contractor shall administer the MES and “Core Set Surveys” on distinct timelines as described in Attachment A, Section 2 and as further determined by EOHHS.

EOHHS will use survey results in the administration and/or evaluation of programs surveyed, as determined by EOHHS and/or as outlined in the CMS Manuals, as applicable. Survey results may be used to help in the identification of areas for quality improvement.

Survey results may also be used to support inter-agency work, examine cost trends, enhance transparency of provider organizations, and monitor and review the impact of changes within the health care marketplace, consistent with its statutory authority (M.G.L. c. 6D, §§ 1-19).

MassHealth Background The Executive Office of Health and Human Services (EOHHS) is the single State agency responsible for the administration of the EOHHS program, pursuant to M.G.L. c. 118E and Titles XIX and XXI of the Social Security Act, the § 1115 EOHHS Demonstration (the Demonstration), and other applicable laws and waivers.

MassHealth MassHealth is the Medicaid and Children’s Health Insurance Program (CHIP) programs of the Commonwealth of Massachusetts, administered by EOHHS pursuant to M.G.L. c.6A, §16, M.G.L. c. 118E, Titles XIX and XXI of the Social Security Act, and other applicable laws and waivers thereto to pay for medical services for eligible Members. MassHealth provides comprehensive, affordable health care coverage for over two million low-income Massachusetts residents, including nearly 50% of all Massachusetts children and 60% of all residents with disabilities. MassHealth’s mission is to improve the health outcomes of our members and their families by providing access to integrated health care services that promote health, well-being, independence, and quality of life.

MassHealth Managed Care Since 1997, the MassHealth 1115 Demonstration has been a critical initiative enabling Massachusetts to achieve and maintain near-universal coverage, sustain the Commonwealth’s safety net, expand critical behavioral health services and implement reforms in the way that care is delivered.

MassHealth’s previous 1115 demonstration (2017-2022) restructured the delivery system toward integrated, value-based and accountable care.

In 2022, CMS approved a five-year extension of the MassHealth Section 1115 demonstration. The new approval is effective October 1, 2022, through December 31, 2027. MassHealth’s new 1115 demonstration (2022-2027) builds on reforms by continuing to support integrated, outcomes based care for MassHealth members and bringing a new focus on advancing health equity by closing disparities in quality and access.

Members who meet eligibility criteria for managed care may be enrolled in MassHealth Accountable Care Organizations (ACOs) and MassHealth Managed Care Organizations (MCOs).

Below are general descriptions of the ACOs and MCOs.

0. Accountable Care Organizations (ACOs). ACOs are a network of primary care providers and other providers who are contracted with EOHHS and work in partnership with hospitals, specialists, LTSS providers, and state agencies to provide integrated and coordinated care for their enrollees. ACOs focus on improving this coordination, better engaging enrollees in their care, and on integrating behavioral health care, medical care, long-term services and supports, and health-related social services. There are currently 17 ACOs. There are two ACO models:

a. Accountable Care Partnership Plan (ACPP): A network of primary care providers who have exclusively partnered with a single managed care organization to use that organization’s provider network to provide integrated and coordinated care for enrollees. MassHealth currently contracts with 15 ACPPs.

b. Primary Care ACO (PCACO): A network of primary care providers who contract directly with MassHealth, using MassHealth’s provider network, to provide integrated and coordinated care for enrollees. Members who enroll in a Primary Care ACO receive behavioral health services through MassHealth’s behavioral health carve-out vendor. MassHealth currently contracts with 2 PCACOs.

Managed Care Organizations (MCOs). Managed Care Organizations contract directly with MassHealth and have their own provider networks. MassHealth currently contracts with 2 MCOs.

CAHPS for CMS Core Measure Set Reporting State Medicaid programs, including MassHealth, report performance on Core Set measures to the Centers for Medicare and Medicaid Services (CMS) annually. The Medicaid and CHIP Child Core Set and Medicaid Adult Core Set, together referred to as the Core Sets, and state CHIP annual reporting both include measures based on the “Core Set Surveys”.

Bidder Qualifications To be considered for the Contract award pursuant to this RFR, the Bidder, in addition to all other requirements specified herein, shall:

Have the capacity and willingness to perform all responsibilities set forth in the Model Contract (attached to this RFR as Attachment A), beginning on or around September 2, 2025.

Not have any interest that will conflict in any manner or degree with the performance of services required under this contract.

Be NCQA-trained and certified (or contracted with a subcontractor that is NCQA-trained and certified) to administer CAHPS for each Measurement Year covered by this Contract, pursuant to CMS Manuals.

Be (and/or a subcontractor contracted to the Bidder shall be) NCQA-trained and certified to administer CAHPS surveys and intend to maintain its CAHPS certification for the duration of this contract.

Contractor Responsibilities & Model Contract Any Bidder that becomes the Contractor shall provide the services described in this RFR and in Attachment A, Model Contract. Attachment A contains provisions that may be incorporated into any Contract to be executed between EOHHS and the selected Contractor. EOHHS may modify Attachment A as it deems necessary prior to the execution of the Contract. Changes to the Contract after its execution by the parties shall be made only by written amendment.

The Contractor shall be paid for its performance of its obligations under the Contract in accordance with Section 4 of Attachment A.

Subject to all necessary approvals and appropriations, the term of the Contract shall commence upon its execution and will terminate on January 8, 2029, subject to (1) ongoing legislative appropriation; (2) all necessary approvals; and (3) the Contractor’s satisfactory performance, as determined by EOHHS, of all duties and obligations under this Contract, provided, however that EOHHS may extend the Contract in any increment for up to five additional years at the sole discretion of EOHHS, upon terms agreed upon by the parties. EOHHS reserves the right to further extend the Contract for any reasonable increment it determines necessary to complete a subsequent procurement. Extension of the Contract is subject to further legislative appropriations, continued authorization if necessary, and EOHHS’ determination of satisfactory performance upon terms to be negotiated by the parties.

If the Contractor retains subcontractor(s) to perform service(s), the contractor(s) will be responsible for all communication with and from subcontractor(s), for subcontractor(s) oversight, and integration of subcontractor(s) responsibilities and Deliverables into the overall project. See Attachment A, Section 6.5 for additional information.

Procurement Timetable The anticipated timeline for this procurement, which is subject to change at the discretion of EOHHS, is provided below. Notification of any adjustment to the Procurement Timetable shall be posted on COMMBUYS.

Electronic Responses (Quotes) Due in COMMBUYS (Note: COMMBUYS refers to this deadline as the “Bid Opening Date”) August 15, 2025, by 5:00 pm

Times are Eastern Time (US), as displayed on the COMMBUYS system clock displayed to Bidders after logging in. If there is a conflict between the dates in this Procurement Calendar and dates in the COMMBUYS Bid’s Header Information, the dates in the Bid’s Header Information on COMMBUYS shall prevail. Bidders are responsible for checking the RFR record, including any RFR Q&A, on COMMBUYS for Procurement Calendar updates.

0. Written Questions All Bidders’ questions regarding this RFR must be submitted in writing to the RFR Contact Person at the email address listed in Section 6.6.A. Questions may be asked only prior to the Deadline for Submission of Questions stated in the Procurement Timetable, above. EOHHS reserves the right not to respond to questions submitted after this date. EOHHS will review questions received before the deadline and at its discretion prepare written responses to questions which EOHHS determines to be of general interest. EOHHS reserves the right to edit or delete any submitted questions that raise any issues that are not in the best interest of this RFR.

The Bid Solicitation Q&A functionality in COMMBUYS will also be used for this RFR; emailing Bidder questions to the RFR Contact Person is preferred. Questions should be in a Word document, numbered but not in a table format, or in a plain text email. Any written response will be posted on COMMBUYS. Only written responses will be binding on EOHHS.

RFR Amendments EOHHS reserves the right to amend or clarify any part of this RFR any time prior to the deadline for submission of Responses on COMMBUYS. If EOHHS decides to amend or clarify any part of this RFR, a written amendment will be posted on COMMBUYS. It is each Bidder’s responsibility to check COMMBUYS for any amendments, addenda, or modifications to this RFR, and any Q&A records related to this RFR. EOHHS and the Commonwealth accept no responsibility and will provide no accommodation to Bidders who submit a Response based on an out-of-date Bid or on information received from a source other than COMMBUYS.

Response Requirements All Responses to this RFR must be submitted in accordance with the submission instructions set forth in this Section 4 and Section 6 of this RFR.

Submission Instructions Submissions on COMMBUYS All procurements posted on COMMBUYS, known as Bids, require the submission of electronic responses, also referred to as Quotes. To submit an electronic Quote, Bidders must register and maintain an active COMMBUYS Seller subscription account. Questions regarding COMMBUYS should be directed to the OSD Help Desk at OSDHelpDesk@mass.gov. See Section 6.4 of this RFR for further information about COMMBUYS.

Bidders must submit electronic Quotes on COMMBUYS by the date and time specified in Section 3. COMMBUYS will not accept submissions after the specified deadline. The Bidder shall comply with all COMMBUYS electronic submission requirements and file size limits. Electronic media submissions, other than the required electronic files submitted via COMMBUYS, such as videotapes, audiotapes, and diskettes will not be accepted. Facsimile and e-mailed responses will not be accepted Responses must be submitted and uploaded on COMMBUYS in .doc, .docx, or .pdf files. Scanned documents will be accepted and must be scanned in such a way that they can be read on a computer monitor and printed on 8 1/2” x 11” paper, unless otherwise specified. Zipped files will be accepted and must be in a .zip format when saved, containing only .doc, .docm, .docx, .xls, .xlsx, or .pdf files. Other zip file formats will not be accepted.

Please take note of the assigned RFR Opening Date/Time and be mindful that the EOHHS may only consider responses that have been submitted in COMMBUYS by the specified RFR Opening Date/Time.

The COMMBUYS system date and time is displayed in the top right corner of the COMMBUYS dashboard. Once the system time passes the Bid Opening Date/Time, the ability to submit a response is disabled. Even if a Bidder is in the process of entering a submission, their ability to submit ends after the Bid Opening Date/Time has elapsed. As such, please allow sufficient time to submit your response.

COMMBUYS Quote Submission Training and Instructions The following resources are provided to assist Bidders in submitting Quotes:

0. Operational Services Division (OSD) Vendor Training information is Training sessions focused on online Quote submission, are available on https://www.mass.gov/osd-vendor-traininghttps://www.mass.gov/doc/vendor-training-schedule/download.

An online job aid on How to Create a Quote can be found on https://www.mass.gov/doc/how-to-create-a-quote-in-commbuys/download Webcast video on How to Locate and Respond to a Bid Solicitations can be found on https://www.screencast.com/t/GMJLKkilF12.

File Size Limits COMMBUYS will not accept files that approach or exceed 10 MB. If a large file fails to upload, the Bidder must save the contents as multiple files and label the files accordingly.

Withdrawing a Quote Prior to Bid Opening Date/Time, Quotes may be withdrawn using the “Withdraw Quote” button offered under the Summary tab of a submitted Quote in COMMBUYS.

After Bid Opening Date/Time, Quotes may not be withdrawn. If the Bidder wants to remove a Quote from consideration, Bidder needs to submit their request to the email address listed in Section 6.6.A.

Required Responses Bidders shall respond to this RFR with the documents specified below (collectively, the Response) by the date and time specified in Section 3.

0. A Business Response as described in Section 4.2;

A Programmatic Response as described in Section 4.3; and A Cost Response as described in Section 4.4.

Response Format Requirements Each document comprising the Response must be clearly labeled and state on the cover page and within the file name:

0. The title of the RFR The Bidder’s legal name; and The title of the document contained in the file (e.g., Business Response, Programmatic Response, Cost Response) The Response shall be formatted as follows:

0. Typewritten/word-processed.

Single-spaced with a line between each paragraph;

One-inch margins;

12-point Times New Roman font or similar; and Include the Bidder’s name and page number in the footer.

The Response shall be organized as follows:

a. The Response shall contain a Table of Contents;

b. The Bidder must respond to each item in the order in which it appears in the RFR;

c. Each section of a document that is part of the Response shall be separated by a header that includes reference to the RFR section number and heading (for example, Section 4.2.A. Organizational Overview); and

d. Each attachment of the document shall be separated by a page that includes the attachment number and heading (for example, “Attachment A: Organizational Chart”). The required documentation and forms listed in Section 4.2 of this RFR must be included as attachments separate from the narrative response.

EOHHS assumes no responsibility for knowledge of any material that is not presented in accordance with EOHHS’s instructions and may not consider any such material in evaluating the Bidder’s response to the RFR.

Responsiveness Bidders shall not submit unnecessary samples, attachments, or other documents not specified in this RFR.

Business Response The Bidder shall meet all standards and must comply with all the requirements in this Section.

Cover Letter The Bidder must include with its Business Response a cover letter that must contain:

0. Reference the RFR title and number;

Clearly state the name of the Bidder and the Bidder’s principal address;

Clearly state the name, address, email, and telephone number of the individual who should be contacted for the purpose of discussing any aspect of the Bidder’s response;

Include a statement that (1) clearly articulates that the Bidder accepts the terms of this RFR and of the Model Contract provided in Attachment A, without substantive change and (2) acknowledges the Bidder has read and understood Attachment A, Section 5 (Privacy and Confidentiality), Attachment A, Appendix 2 (Acknowledgement Regarding Confidentiality of Protected Information), Standard Contract Form, Standard Contract Form Instructions and Contractor Certifications, and the Commonwealth Terms and Conditions (see Section 4.2.F);

Be signed by an individual authorized to bind the Bidder; and Include a statement that the Bidder’s proposal will remain in effect until the Bidder withdraws its proposal or a Contract resulting from his RFR is executed, whichever is later.

Subcontractor(s) Information (not to exceed 1 page) The Bidder shall submit the following information for each proposed subcontractor (if applicable):

0. The name of the subcontractor and the subcontractor’s principal address;

The name, address, email, and telephone number of a contact person(s) for the proposed subcontractor and a description of their role(s);

Brief description of subcontractor role; and A signed EOHHS-Required Bidder’s Certification (see Section 4.2.F).

Organizational Overview (not to exceed 1 page) The Bidder shall submit the following information:

0. The Bidder organization’s legal name, trade name, and any other name under which the bidding organization does or has done business;

The Bidder’s ownership status (whether the bidding organization is publicly traded or privately held). If privately held, identify the owner(s) with 5 percent or more financial interest in the organization;

The Bidder’s principal address, e-mail address, telephone number, and website URL, if applicable;

A listing of the Board of Directors, if any, of the Bidder’s organization and of the Bidder’s parent organization, if any;

The type of legal entity the Bidder is (for example, corporation (profit or not for profit), limited partnership, general partnership, or trust), and the state or foreign country where the entity is organized. The Bidder shall also include such information for any parent organization; and The Bidder’s organizational chart. The Bidder’s organizational chart shall include the names, titles, and reporting relationships of all key organization officers, (for example, the Chief Executive Officer and the Chief Financial Officers) as well as any subsidiary relationships and subcontractors. If this requirement is not applicable because the Bidder is an individual or sole proprietor, please indicate as much in the response.

Interests (not to exceed 1 page) Neither the Bidder, nor any subcontractor shall have any interest that will conflict with the performance of services required under any contract resulting from the RFR, or that may be otherwise anti-competitive, as determined by EOHHS, for the duration of the Contract. To demonstrate freedom from conflicting interests, the Bidder shall submit the following:

0. A statement of any and all of the financial, legal, contractual, and other business interests of the Bidder and any material subcontractor, its affiliates, partners, parent(s), subsidiaries, and related organizations, if any, that may impact its performance under the Contract. In cases where such relationships or interests exist or appear to exist, describe how a potential or actual conflict of interest will be avoided or remedied;

A signed EOHHS-Required Bidder’s Certification (see Section 4.2.H); and Any other information requested by EOHHS that, in EOHHS’s judgment, is relevant to the Bidder’s financial, legal, contractual, or other business interests.

If EOHHS determines that a Bidder possesses a conflicting interest, EOHHS reserves the right to propose or consider any proposal of the Bidder of any measures that would eliminate or mitigate such conflicting interest to EOHHS’ satisfaction.

Financial Condition The Bidder shall submit documentation to demonstrate to the satisfaction of EOHHS that the Bidder’s organization (and the Bidder’s parent organization, if any) is in sound financial condition and that any significant financial problems are being addressed with appropriate corrective measures. The Bidder shall submit documents that include the following information regarding the Bidder and any parent organization (if applicable):

0. A completed EOHHS-Required Bidders’ Certification (see Section 4.2.H);

A disclosure of any financial audit of the Bidder that is ongoing or concluded in the last three years and a copy of the auditor’s report. The Bidder shall also submit such a disclosure from the Bidder’s parent organization and material subcontractors, if any;

A statement as to whether, in the last 10 years, the Bidder has filed (or had filed against it) any bankruptcy or insolvency proceeding, whether voluntary or involuntary, or undergone the appointment of a receiver, trustee, or assignee for the benefit of creditors; and if so, a detailed explanation regarding said proceeding or appointment; and A certificate from the taxing authority of the state in which the Bidder has its principal office, attesting that the Bidder is not in default of any obligation under its tax laws. Corporations with principal offices in Massachusetts may satisfy this requirement may be satisfied by submitting a “Certificate of Good Standing” issued by the Massachusetts Department of Revenue (DOR). For instructions on obtaining the DOR certificate, visit: https://www.mass.gov/info-details/dor-certificate-of-good-standing-andor-corporate-tax-lien-waiver-faqs.

A disclosure if, in the last three years, any vendors or subcontractors have cancelled contracts with your organization or implemented sanctions based on performance.

A disclosure of any current corrective action plans or sanctions imposed against the Bidder.

References The Bidder shall provide a list of three customer references from among those entities with which the Bidder has had business experience within the last five years, preferably involving the types of services requested in this RFR, using the Business Reference Form listed in Section 4.2.H.

EOHHS may, at its option, contact these references and any other individual or organization whether or not identified by the Bidder.

Supplier Diversity Program (SDP) Plan Form The Bidder shall complete and submit a Supplier Diversity Program (SDP) Plan Form (see Section 4.2.H and Section 6.14).

Required Forms Bidders must submit as part of their response the following required forms/documents. Please refer to Section 6, for more specific instructions regarding these forms/documents:

0. EOHHS-Required Bidder Certifications – The Bidder shall complete, sign, and submit Attachment B, EOHHS-Required Bidders’ Certification.

Prompt Payment Discount Form (see Section 6.21) Business Reference Form (see Section 4.2.F) Supplier Diversity Program Plan as described in Sections 4.2.G and 6.15.

The following documents are included among the required forms for review purposes and do not need to be completed or submitted with the Bidder’s Response. Bidders will certify acceptance of these documents in their Cover Letter as described in Section 4.4.A.

a. Standard Contract Form (Bidders do not need to complete this form);

b. Standard Contract Form Instructions and Contractor Certifications;

c. Commonwealth Terms and Conditions;

d. EOHHS Data Management and Confidentiality Agreement (Attachment A, Appendix 2);

e. Contractor Authorized Signatory Listing; and

f. Massachusetts Substitute W-9 Form – Request for Taxpayer Identification Number and Certification.

Programmatic Response The Bidder shall demonstrate to EOHHS in its Programmatic Response submission its ability to assume all programmatic responsibilities of the Model Contract, Attachment A. The Bidder shall submit all required materials, including narrative and attachments as specified in Section 4.2. Bidders shall provide a description of the Bidder’s proposed approach to accomplish the tasks and responsibilities as set forth in the RFR and Attachment A. The proposed approach must be clearly delineated and should include, but not be limited to, the below considerations:

For each applicable Programmatic Response requirement, the Bidder must specify whether the Bidder plans to provide all services or perform all functions described in its response to each subsection internally or whether it plans to utilize a material subcontractor for all or part of the services or functions.

If the Bidder plans to utilize a material subcontractor, the Bidder shall provide, in addition to the information requested in each subsection, a description of the Bidder’s role and the material subcontractor’s role; an explanation as to why the Bidder is using a material subcontractor; the process the Bidder is using to select a material subcontractor; the name of any material subcontractor already selected or under consideration; and any processes the Bidder will implement to monitor and evaluate the material subcontractor’s performance.

When asked to describe current or prior experience, the Bidder shall include the experience of any proposed material subcontractor and indicate whether the experience described was that of the Bidder or of the material subcontractor.

Introduction and Background Information (no more than 1 page) Bidders shall provide a general description of the Bidder, the history of its organization, and its scope of services. This description should focus on the services and experience relevant to this RFR.

Description of Approach (no more than 10 pages) Bidders shall provide a description of the Bidder’s proposed methodological approach to accomplish the tasks and responsibilities as set forth in the RFR and Attachment A. The proposed methodological approach must be clearly delineated, by survey (i.e., Member Experience Survey and CAHPS for Core Measure Set Reporting). Please address or provide the following:

0. A detailed proposed strategy and timeline for administration of the tasks and responsibilities as set forth in the RFR and Attachment A.

A description of how Bidder will collaborate with EOHHS in the administration of the PC and “CAHPS for Core Set” surveys. The description should address project kickoff and startup approaches and activities, including transfer and transition of previously developed materials, methodologies, processes, and deliverables from the current vendor, if applicable, and as directed by EOHHS. The PC Survey includes but is not limited to previously developed methodologies, logic and timelines, survey instruments, and other materials, and materials previously developed by EOHHS. The “CAHPS for Core Set” Surveys are administered pursuant to CMS requirements detailed in the CMS Manuals for each Measurement Year.

If the Bidder intends to partner or subcontract with other vendors, a description of subcontractor(s) responsibilities; a description of how the Bidder will collaborate with subcontractor(s) to complete tasks and responsibilities. The description should address subcontractor(s) management and oversight, specifically timely and high-quality completion of subcontractor tasks and responsibilities.

A description of the vendor’s approach to, and practice of project management to be applied to the responsibilities described in Attachment A. The description should include timely management of work and effective methods for identifying, managing, and resolving issues.

An approach for post-survey processing, data analysis, and reporting of results.

Relevant Experience (no more than 4 pages) Bidders shall provide a description of the Bidder’s previous relevant experience (or subcontractors’ relevant experience, where applicable), including years of experience and descriptions of projects, where applicable. Bidders shall describe the following, as applicable:

0. Demonstrated experience with survey instrument development and quality measurement.

Demonstrated survey sampling expertise and experience.

Demonstrated experience administering CAHPS and other patient and member experience surveys to the member populations described in this RFR and Attachment A. Describe any relevant subcontract arrangements, as applicable.

Demonstrated experience performing survey quantitative and qualitative data analysis.

Demonstrated experience with compliance with applicable laws, regulations, policies and procedures, for example M.G.L. 66A, M.G.L. 93H, and/or HIPAA, pertaining to the privacy or security of confidential information including personal data, personal health information used.

Ability to adhere to a work plan and schedule of Deliverables and adhering to best practice for research design and analysis.

Experience demonstrating the Bidder’s ability to work cooperatively as a member of a team, including working collaboratively with EOHHS, market participants, and other stakeholders.

Experience administering surveys, and submitting survey data to CMS.

Experience demonstrating the Bidder’s knowledge and experience surveying Medicaid populations, including work with provider groups, as applicable.

Experience with the development/design and administration of CAHPS and/or other validated surveys to populations with complex health-related needs including significant behavioral health, long term services and supports, and social needs.

Demonstrated experience with multiple modes of member outreach and data collection, such as focus groups, in-depth interviews, mail, telephone, text messaging, and online.

Staffing Plan (no more than 3 pages) Bidders shall include a staffing plan for how the Bidder will provide survey development and methodological expertise, conduct analyses, and administer the survey to the sample member populations described in this RFR and Attachment A. The staffing plan should clearly indicate staff who will work directly with EOHHS on each project, and identify executive leadership that will oversee and be accountable for the operations and Deliverables identified in Attachment A.

Résumés for Staff Bidders shall provide résumés or statements of qualifications for staff who will be working directly with EOHHS on each survey, as well as executive leadership that will oversee and be accountable for the operations and Deliverables identified in Attachment A.

Cost Response (no more than 3 pages) The Bidder shall submit a Cost Response that includes a cost proposal for administering each survey (Primary Care, BH, LTSS, CAHPS for Core Measure Set Reporting) detailed in Attachment C.

Bidders shall submit cost proposals based on fixed prices that are inclusive of all expenses separately for each of the four surveys. EOHHS anticipates that services will be provided on a fixed fee basis for the Contract Term as set forth in Attachment A, Section 6.1. Bidders shall propose fixed fees that are inclusive of all work to perform the requirements of Attachment A; including, but not limited to:

Survey materials, including copying, mailing, and printing;

Electronic surveys and technology associated costs Communication costs;

Overhead costs;

Overtime including weekend and holidays;

All travel considerations; and Any other ancillary charges.

The Bidder’s proposal shall be for work to be performed during the initial Contract Term as described in Attachment A, Section 6.1. There is no guarantee expressed or implied as to the total to be expended under any contract pursuant to this RFR.

The Bidder’s Cost Response shall be submitted using the template presented in Attachment C.

Bidders shall not include any costs or cost information in any portion of their response except this Cost Response.

Evaluation of Responses Qualifying Responses Bidders must meet the requirements set forth in this RFR, including, without limitation, those requirements set forth in Sections 2, 4, and 6. Failure to meet these requirements may result in the Response being removed from further consideration. EOHHS reserves the right, in its sole discretion, to determine if non-compliance with a requirement is insubstantial, immaterial, or can be easily corrected. In such cases, the Evaluation Committee (see Section 5.3) may:

Seek clarification from a Bidder;

Allow the Bidder to make technical corrections;

Apply appropriate adjustments in the scoring of the evaluation; or Utilize other remedial action EOHHS deems appropriate, such as applying a combination of all three remedies.

Failure to meet the RFR requirements without providing an alternate that is acceptable to the Evaluation Committee may result in the disqualification of a Bidder's Response.

Please also note that any Bidder selected as a result of this RFR will be required to sign the EOHHS Acknowledgement Regarding Confidentiality of Protected Information substantially in the form attached at Appendix 2 to Attachment A and agree to the terms of Attachment A, Section 5.

Non-Qualifying Proposals EOHHS reserves the right to reject a Bidder’s proposal at any time during the evaluation process if the Bidder:

Fails to demonstrate to EOHHS’s satisfaction that it meets all RFR requirements, including but not limited to meeting the Bidder Qualifications set forth in Section 1.4, satisfying all Response Submission Requirements set forth in Section 4.1, and submitting all required information and otherwise complying with all requirements in Sections 4.2, 4.3, and 4.4;

Fails to satisfy all Response Submission instructions described in Section 4.1, to submit a response organized in accordance with all instructions, or to submit a response that is complete in all respects;

Fails to submit all required information and to otherwise comply with all requirements of the Business Response described in Section 4.2, to submit all required information and to otherwise comply with all requirements of the Programmatic Response described in Section 4.3, or to meet any Cost Response requirement described in Section 4.4;

Receives a rating of “Non-Responsive” or “Poor” in the evaluation of one or more sections of the Bidder’s Programmatic Response;

Has any interest that may, in EOHHS’s sole determination, conflict with performance of services for the Commonwealth or is anti-competitive;

Fails to demonstrate to EOHHS’s satisfaction that it and all material subcontractors are in sound financial condition;

Fails to make an oral presentation/demonstration pursuant to Section 5.4 or allow for a site visit/inspection pursuant to Section 5.5 requested by EOHHS at a time, place, and manner satisfactory to EOHHS;

Has a reference, oral presentation/demonstration or site visit/inspection that, in EOHHS’s sole determination, indicate the inability of the Bidder to adequately perform the services sought under the RFR;

Rejects or qualifies its agreement to any of the mandatory provisions of the RFR; or Fails to reach an agreement with EOHHS on all Contract terms, including, but not limited to, payment provisions.

Evaluation Criteria An Evaluation Committee (the “Committee”) will determine whether the Bidder has satisfied all Business Response requirements in Section 4.2 on a “Satisfactory” or “Unsatisfactory” basis. The Committee will evaluate the Bidder’s Programmatic Response for comprehensiveness, appropriateness, feasibility, clarity, innovation, effectiveness, and responsiveness to the needs of EOHHS and in accordance with the criteria described in this Section 5.3. EOHHS will assign a rating of “Excellent,” “Very Good,” “Good,” “Fair,” “Poor,” or “Non-Responsive” for each section evaluated, assign each of the Responses an overall rating, compare the Responses to one another, and rank the responses in order of preference. EOHHS will favorably consider Bidders with higher Supplier Diversity Commitments (See Sections 4.2.G and 6.15). EOHHS may consider any additional relevant information about the Bidder known to EOHHS.

The Bidder’s Cost Response will be evaluated based on reasonableness of cost, competitiveness of cost, and value to EOHHS. EOHHS is not required to choose the Bidder that proposes the lowest cost to EOHHS. The Bidder’s proposed Cost proposal will be one factor, but not the sole factor, considered in EOHHS’s evaluation. EOHHS will select the Response which, in its sole discretion, it determines demonstrates the best overall value to EOHHS.

A Response that fails to meet any material term or condition of the RFR, including the submission of required attachments, may be deemed unresponsive and disqualified. The goal of this RFR is to provide the best value of services to achieve the goals of the procurement.

Oral Presentation/Interview The Committee may, in its sole discretion, invite those Bidders whose responses have been judged competitive and responsive in the course of the evaluation to attend an Oral Presentation. At that time, the Bidder’s proposal may be discussed and clarified, but not changed in any way.

The Committee reserves the right to apply restrictions to the structure and content of the Oral Presentation, and to instruct the Bidder regarding attendees. Oral Presentations shall not be open to the public nor to any competitors. Failure of a Bidder to agree to a date and time for an Oral Presentation may result in rejection of the Bidder’s response.

Site Visit/Inspection The Committee may, in its sole discretion and at its convenience, elect to visit or inspect any of a Bidder’s offices, facilities or resources prior to executing a Contract under this RFR. Such a visit or inspection could include a detailed review of the Bidder’s operations and systems relevant to this RFR. Failure to agree to such an inspection may result in rejection of the Bidder’s response.

Past Performance The Committee, in its sole discretion, may consider in its review process EOHHS’s previous evaluations of Bidders as contractors with EOHHS or Bidders’ performance in programs or contracts administered by EOHHS, and any corrective actions or restrictions imposed by EOHHS or other Commonwealth agencies. The Committee may also consider any information that may have previously been provided by the Bidder or is otherwise available or known to EOHHS.

References The Committee, in its sole discretion, may verify or contact any references provided by the Bidder pursuant to Sections 4.2.F at any time during the evaluation process. In addition, EOHHS reserves the right to request, verify and contact additional references from any Bidder at any time prior to executing a Contract under this RFR.

Best and Final Offer The Committee reserves the right to request a best and final offer (BAFO) from any Bidder.

Recommendation to Enter Into Contract Negotiations After the Committee completes its evaluation, comparison, and ranking of all proposals, and, if applicable, oral presentation(s), site visit(s), reference check(s) and BAFO, the Committee may recommend to the Secretary of EOHHS, or her designee, a Bidder with which to enter into Contract negotiations. The Secretary’s decision shall consider the Committee’s recommendation and the best interests of the Commonwealth. EOHHS is under no obligation to award a Contract pursuant to this RFR.

Best Value Selection and Negotiation EOHHS will select the response which, in its sole discretion, it determines demonstrates the best value overall to EOHHS and the Commonwealth. EOHHS and a selected Bidder may negotiate a change in any element of Contract performance or cost identified in the original RFR or the selected Bidder’s response which results in lower costs or a more cost-effective or better value than was presented in the selected Bidder’s response. Should EOHHS fail to reach an agreement on contract terms with any selected Bidder, EOHHS, in its sole discretion, may negotiate with and award a contract to any other Bidder it selects, or reopen the RFR.

Contract Award The award of a Contract under this RFR shall be subject to sufficient appropriation, availability of state and federal funds, all necessary state and federal approvals, and successful negotiation of Contract terms.

RFR Information Issuing Office Executive Office of Health and Human Services One Ashburton Place, 11th Floor Boston, MA 02108 RFR – Required Specifications The terms of 801 CMR 21.00: Procurement of Commodities and Services (and 808 CMR 1.00: Compliance, Reporting and Auditing for Human and Social Services, if applicable) are incorporated by reference into this RFR. Words used in this RFR shall have the meanings defined in 801 CMR 21.00 (and 808 CMR 1.00, if applicable). Additional definitions may also be identified in this RFR. Unless otherwise specified in this RFR, all communications, responses, and documentation must be in English, all measurements must be provided in feet, inches, and pounds and all cost proposals or figures in U.S. currency. All responses must be submitted in accordance with the specific terms of this RFR.

Commonwealth of Massachusetts Standard Contract Form and Terms and Conditions Any Bidder selected as the Contractor shall agree to and abide by the terms of the Commonwealth of Massachusetts Standard Contract and Terms and Conditions (See Section 4.2.H). EOHHS is prohibited from amending these documents or agreeing to any change in the language. Any Bidder suggestion or requirement altering these documents will be disregarded.

COMMBUYS Market Center COMMBUYS is the official source of information for this RFR and is publicly accessible at no charge at www.commbuys.com. Information contained in this document and in COMMBUYS, including file attachments, and information contained in the related RFR Questions and Answers (Q&A), if any, are all components of the procurement.

Bidders are solely responsible for obtaining all information distributed for this RFR via COMMBUYS.

It is each Bidder’s responsibility to regularly check COMMBUYS and monitor the email inbox of the Bidder’s contact person for any communications from EOHHS, including without limitation:

Requests for clarification;

Any amendments, addenda or modifications to the procurement; and Any Q&A records related to this procurement.

EOHHS and the Commonwealth accept no responsibility and will provide no accommodation to Bidders who submit a Response (known as a Quote in COMMBUYS terminology) based on an out-of-date RFR or on information received from a source other than COMMBUYS, COMMBUYS Registration.

Bidders may elect to obtain a free COMMBUYS Vendor registration, which provides value-added features, including automated email notification associated with postings and modifications to COMMBUYS records. However, in order to respond to an RFR, Bidders must register and maintain an active COMMBUYS Vendor account.

All Bidders submitting a Quote (also referred to in this document as Response) in response to this Bid (also referred to as Solicitation or, in this document, RFR) agree that, if awarded a contract: (1) they will maintain an active vendor account in COMMBUYS; and (2) in the event the Commonwealth adopts an alternate market center system, successful Bidders will be required to utilize such system, as directed by the procuring entity. Commonwealth Commodity Codes are based on the United Nations Standard Products and Services Code (UNSPSC).

The COMMBUYS system introduces new terminology, which Bidders must be familiar with in order to conduct business with the Commonwealth. To view this terminology and to learn more about the COMMBUYS system, please visit the COMMBUYS Resource Center.

Questions specific to COMMBUYS should be made to the OSD Help Desk at OSDHelpDesk@mass.gov or by calling the OSD Help Desk at 1-888-MA-STATE (1-888-627-8283). The Help Desk is staffed from 8:00 AM to 5:00 PM, Monday through Friday, Eastern Standard or Daylight time, as applicable, except on federal and state holidays.

Bidder Communications RFR Contact Bidders are prohibited from communicating directly with any employee of EOHHS regarding this RFR, except as specified in this RFR, and no other individual Commonwealth employee or representative is authorized to provide any information or respond to any question or inquiry concerning this RFR, except as specified below. Bidders may contact the contact person for this RFR in the event this RFR is incomplete or information is missing. Bidders experiencing technical problems accessing information or attachments stored on COMMBUYS should contact the OSD Help Desk at OSDHelpDesk@mass.gov.

RFR Contact:

Shukri Osman Procurement Coordinator Executive Office of Health & Human Services One Ashburton Place, 11th Floor Boston, MA 02108 Email: Shukri.Osman@mass.gov Notice of Intent to Bid Bidders are requested to submit a letter stating their intent to respond to this RFR addressed to the RFR Contact Person in Section 6.6.A by the date and time specified for Notice of Intent to Respond listed in the Procurement Timetable in Section 3.0. Bidders may e-mail the letter of intent to the e-mail address listed under Section 6.6.A.

Electronic Communications It is the responsibility of the prospective Bidder and awarded Contractor to keep current the e-mail address of the Bidder’s contact person and prospective Contract Manager, if awarded a Contract, and to monitor that e-mail inbox for communications from EOHHS, including requests for clarification.