Stakeholder Experience

Solicitation #: OCMP-27-25799 RFP Document

RFP for Maryland Department of Health Page 1 of 49

STATE OF MARYLAND

MARYLAND DEPARTMENT HEALTH (MDH)

DEVELOPMENTAL DISABILITIES ADMINISTRATION (DDA)

REQUEST FOR PROPOSALS (RFP)

STAKEHOLDER EXPERIENCE

OCMP-27-25799

RFP NUMBER ISSUE DATE: November 2,2026

A Prospective Offeror that has received this document from a source other than eMarylandMarketplace

Advantage (eMMA) https://procurement.maryland.gov should register on eMMA https://emma.maryland.gov/

NOTICE TO OFFERORS

SMALL BUSINESS RESERVE PROCUREMENT

This is a Small Business Reserve Procurement for which the award will be limited to certified small businesses. Only businesses that meet the statutory requirements set forth in State Finance and

Procurement Article, §§14-501—14-505, Annotated Code of Maryland, and that are certified by the

Governor’s Office of Small, Minority & Women Business Affairs (GOSBA) Small Business Reserve

Program are eligible for award of a contract. Before awarding a contract under a procurement designated as a small business reserve procurement, the Procurement Officer shall verify that the apparent awardee is certified by the GOSBA as a small business through eMMA. However, if small businesses do not show interest in this solicitation, the Procurement Officer has the right to remove the SBR designation via an

Amendment on eMMA.

Minority Business Enterprises Are Encouraged to Respond to this Solicitation.

https://procurement.maryland.gov/ https://emma.maryland.gov/ https://gomdsmallbiz.maryland.gov/Pages/sbr-program.aspx https://gomdsmallbiz.maryland.gov/Pages/sbr-program.aspx

RFP for Maryland Department of Health Page 2 of 49

State of Maryland

MARYLAND DEPARTMENT OF HEALTH (MDH)

Key Information Summary Sheet

Request for Proposals Services - Stakeholder Experience

Solicitation Number: OCMP-27-25799

RFP Issue Date: November 2,2026

RFP Issuing Office: Maryland Department of Health (MDH or the "Department")

Procurement Officer: Dana Wright

201 W. Preston Street, Baltimore, MD 21201

Email:

Phone Number:

dana.wright@maryland.gov

1-667-503-7211

Proposals are to be sent to:

dana.wright@maryland.gov

To submit a proposal, offerors must first register on emma.maryland.gov.

We recommend registering in advance to become acquainted with the site.

No Bid/Proposal Notice

Feedback Form

*If you are not submitting a proposal for this solicitation, submit

Attachment 1 with your reasons why.

Pre-Proposal

Conference:

November 4, 2026, at 10:00 am EST Local Time

For virtual meetings:

Video call link: https://meet.google.com/mdy-qmgi-abt

See Section 4.3 for additional details.

See Attachment 2 to RSVP by November 4, 2026 to Attend

Questions Due Date and

Time:

November 5, 2026 at 4:00 pm EST Local Time mailto:dana.wright@maryland.gov mailto:dana.wright@maryland.gov https://meet.google.com/mdy-qmgi-abt

RFP for Maryland Department of Health Page 3 of 49

Proposal Due (Closing)

Date and Time:

November 10, 2026, at 4:30 p.m. EST Local Time

Offerors are reminded that a completed Feedback Form is requested if a no-bid/proposal decision is made (see Attachment 1 - No Bid

Notice/Vendor Feedback Form).

MBE Subcontracting

Goal:

An overall Minority Business Enterprise (MBE) or Disadvantaged

Business Enterprise (DBE) subcontract participation goal of _7____ percent of the total contract dollar amount, including all renewal option terms, if any, has been established for this procurement.

Refer to Exhibit 1 for information on how goal setting was determined.

Also, refer to Appendix 4 for information about the MBE or DBE program and goals.

VSBE Subcontracting

Goal:

This solicitation includes a VSBE participation Goal of _1____%

Refer to Exhibit 1 for information on how goal setting was determined.

Also, refer to Appendix 5 for information about the VSBE program and goals.

Procurement Method: A Contract will be awarded in accordance with the Competitive Sealed

Proposals method under COMAR 21.05.03.

Multiple or Alternate

Bids:

Multiple or alternate Proposals will not be accepted.

Contract Type: Indefinite Quantity with Firm Fixed Prices

Contract Duration: 7 ½ months with no option periods.

Primary Place of

Performance:

Proposed by the Offeror

SBR Designation: No

Federal Funding: Yes

RFP for Maryland Department of Health Page 4 of 49

TABLE OF CONTENTS – RFP

1 nimum Qualifications 7

1.1 Offeror Minimum Qualifications

2 Contractor Requirements: Scope of Work

2.1 Summary Statement

2.2 Background and Purpose

2.3 Contractor Responsibilities and Tasks

2.4. Service Level Agreement (SLA)

2.4 Experience and Personnel

2.5 Substitution of Personnel

2.6 Supplemental Category of Work Requirements and Responsibilities

3 Standard Terms and Conditions

3.1 Contract Initiation Requirements

3.2 End of Contract Transition

3.3 Invoicing

3.4 Liquidated Damages

3.5 Problem Escalation Procedure

3.6 Work Orders

3.7 Payments by Electronic Funds Transfer

3.8 Prompt Payment Policy

3.9 Federal Funding Acknowledgement

3.10 Conflict of Interest Affidavit and Disclosure

3.11 Non-Disclosure Agreement

3.12 Maryland Healthy Working Families Act Requirements

3.13 The State of Maryland’s Commitment to Purchasing Environmentally Preferred Products and

Services (EPPs)

3.14 Insurance Requirements

3.15 Non-Compete Clause Prohibition

3.16 Corrective Action Plan (CAP)

4 Proposal Submission Information and Instructions

4.1 eMaryland Marketplace Advantage (eMMA)

RFP for Maryland Department of Health Page 5 of 49

4.2 Electronic Means

4.3 Pre-Proposal Conference

4.4 Questions

4.5 Proposal Due (Closing) Date and Time

4.6 Economy of Preparation

4.7 Public Information Act Notice

4.8 Oral Presentation

4.9 Duration of Proposals

4.10 Revisions to the RFP

4.11 Cancellations

4.12 Incurred Expenses

4.13 Protest/Disputes

4.14 Offeror Responsibilities

4.15 Acceptance of Terms and Conditions

4.16 Compliance with Laws/Arrearages

4.17 Verification of Registration and Tax Payment

4.18 False Statements

5 Proposal Format

5.1 Two Part Submission

5.2 Proposal Delivery and Packaging

5.3 Volume I - Technical Proposal

5.4 Volume II – Financial Proposal

6 Evaluation and Selection Process

6.1 Evaluation Committee

6.2 Technical Proposal Evaluation Criteria

6.3 Financial Proposal Evaluation Criteria

6.4 Reciprocal Preference

6.5 Selection Procedures

6.6 Documents Required upon Notice of Recommendation for Contract Award RFP Attachments

(Table B)

7 RFP Appendices and Exhibits

RFP for Maryland Department of Health Page 6 of 49

7.1 Appendices (Table C)

7.2 Exhibits (Table D)

RFP for Maryland Department of Health Page 7 of 49

1 nimum Qualifications

1.1 Offeror Minimum Qualifications

There are no Offeror Minimum Qualifications for this procurement.

THE REMAINDER OF THIS PAGE IS INTENTIONALLY LEFT BLANK.

RFP for Maryland Department of Health Page 8 of 49

2 Contractor Requirements: Scope of Work

2.1 Summary Statement

2.1.1 This Request for Proposals (RFP) is issued to procure the services, as specified in this Section

2, from a contract between the selected offeror(s) and the State of Maryland (“State”). The Maryland

Department of Health (MDH) /Developmental Disabilities Administration (DDA) is seeking a contractor to provide a solution to improve real-time visibility into program spending, utilization, claims, service delivery, stakeholder experience, and provider performance patterns.

2.1.2 It is the State’s intention to obtain goods and services, as specified in this RFP, from a contract between the selected Offeror and the State.

2.1.3 This is a single award. See RFP Section 6.5 Selection Procedures for more Contract award information.

2.1.4 A Contract award does not ensure a Contractor will receive all or any State business under the

Contract.

2.2 Background and Purpose

The Maryland Department of Health, Developmental Disabilities Administration (DDA), requires a Contract for data analytics support and tool development to ensure financial and programmatic efficiency of Maryland's developmental disabilities service system. DDA administers a large and complex Medicaid funded program that has experienced rapid expenditure growth, structural budget pressure, increased service complexity, and heightened expectations for transparency, accountability, and program performance.

DDA has access to significant program data through LTSSMaryland, EVV/ISAS, Medicaid eligibility, provider enrollment, person-centered plans, self-directed services fiscal records, MMIS claims data, and other State-held data sources. However, DDA does not currently have a fully developed, integrated capability to convert that data into timely operational intelligence, financial forecasting, risk identification, program improvement actions, and stakeholder-facing communication.

PURPOSE

The absence of an integrated analytics and execution infrastructure makes it difficult for DDA leadership to have meaningful visibility and insight to make data-informed decisions for the multi-billion-dollar home and community-based services program. In addition, it is challenging for DDA leadership to answer core management questions with speed and rigor, including but not limited to:

A. Which providers or service patterns deviate materially from similarly situated peers?

B. Are authorized services being delivered and billed consistent with person-centered plans and applicable program requirements?

C. What utilization, claims, provider, service, regional, or payment patterns are driving expenditure growth?

RFP for Maryland Department of Health Page 9 of 49

D. What are the fiscal implications of emerging trends, policy changes, rate adjustments, federal match changes, and service utilization patterns?

E. How can DDA use its existing data platforms and information to receive predictive analytics that inform strategic decisions?

F. How should DDA communicate program changes, findings, and improvements to participants, families, providers, advocates, legislators, and other stakeholders in a transparent and consistent manner?

G. How can DDA ensure that analytics findings result in implemented reforms rather than reports that do not translate into operational action?

MDH/DDA is developing an integrated system that encompasses three (3) integrated focus areas: Data

Analytics, Financial Oversight, and Stakeholder Experience. These areas must operate together as a single coordinated support model. Data Analytics must transform State-held data into explainable insights;

Financial Oversight must strengthen forecasting, reconciliation, and fiscal accountability; and Stakeholder

Experience must ensure program changes are communicated clearly and informed by the people, families, providers, communities, and Maryland General Assembly affected by DDA’s federal and State authorities and operations. The Department is seeking a qualified Contractor to design and operate a platform for the focus area of Stakeholder Experience as identified in this RFP.

2.2.1 Project Goals

A. Improved real-time visibility into program spending, service delivery, stakeholder experience, and provider performance patterns.

B. Improved ability to explain program performance to executive leadership, the Department of Budget (DBM), the General Assembly, federal partners, providers, participants, families, and advocates.

C. Better alignment between data findings, fiscal decisions, operational reforms, and stakeholder communications.

D. Measurable improvements in stakeholder experience.

2.2.2 State Staff and Roles

In addition to the Procurement Officer and Contract Monitor (See Appendix 1

Abbreviations and Definitions), the State will assign a Procurement Officer from the Office of Contract Management and Procurement (OCMP) to facilitate the procurement process. The Procurement Officer may designate the Contract

Monitor to conduct components of the procurement on behalf of the Procurement

Officer.

RFP for Maryland Department of Health Page 10 of 49

2.2.3 Other State Responsibilities

The State is responsible for providing the required information and documentation to facilitate the Contractor’s performance of the work, and to the extent feasible will provide such additional assistance and services as requested.

2.3 Contractor Responsibilities and Tasks

2.3.1 General Purpose

The Contractor(s) shall

A. Develop and implement an integrated stakeholder engagement and communications approach to ensure stakeholder communications are consistent, coordinated, and synchronized across the three (3) DDA focus areas identified in

Section 2.2 of this RFP.

B. Support DDA leadership in improving visibility into stakeholder experiences, concerns, and priorities by gathering and analyzing stakeholder feedback, identifying emerging issues and trends, and providing actionable recommendations to inform program improvements, policy development, and implementation of DDA reforms.

C. Coordinate and collaborate with third-party vendors, contractors, and other relevant entities, as necessary, to support the exchange of information and ensure stakeholder communications and engagement activities are aligned with the DDA focus areas identified in Section 2.2 of this RFP.

D. Support meaningful engagement with individuals receiving DDA services, families, providers, advocacy organizations, community partners, and other relevant stakeholders. Ensure communications are accessible, timely, transparent, and responsive to stakeholder needs.

E. Evaluate stakeholder feedback and engagement outcomes to identify barriers, recurring concerns, and opportunities to improve the stakeholder experience.

Develop recommendations and support initiatives that strengthen communication, transparency, and stakeholder confidence in DDA programs and services.

F. Ensure stakeholder feedback and identified concerns are communicated to the appropriate DDA leadership and program teams and inform activities across Data

Analytics, Financial Oversight, and Stakeholder Experience.

RFP for Maryland Department of Health Page 11 of 49

G. This contractor is responsible for ensuring stakeholders have coordinated experience across DDA's three focus areas. It is not responsible for independently managing the Data Analytics or Financial Oversight workstreams.

2.3.2 General Contractor(s) Responsibilities

The Contractor(s) shall:

2.3.2.1 Provide a multidisciplinary team with experience in Medicaid, home and community-based services, intellectual and developmental disabilities, program integrity, and analytics.

2.3.2.2 Work in coordination with DDA leadership, MDH, Medicaid, the Department of Budget and

Management, the Attorney General's Office (e.g., Office of Inspector General, Medicaid Fraud and Vulnerable Victims Unit), and other State partners (e.g., DDA’s Quality Improvement

Organization) as directed.

2.3.2.3 Use State-held data sources, approved data environments as authorized by MDH, and secure data handling practices consistent with HIPAA, MDH policies, applicable data use and business use agreements, State security requirements, and MDH technology architecture requirements.

2.3.2.4 Ensure that analytics findings are explainable, validated, reviewed by appropriate program subject matter experts, predictive, and used for administrative review and program improvement rather than treated as automatic findings of wrongdoing.

2.3.2.5 Produce executive-level reports, dashboards, work plans, risk logs, briefing materials, stakeholder materials, and other deliverables as directed by DDA.

2.3.2.6 Support monthly executive review cycles and provide full reporting transparency across the operational areas.

2.3.3 Stakeholder Experience

The Contractor(s) shall establish a Stakeholder function focused on how DDA authorities, reforms, communications, and operational changes are experienced by individuals receiving services, families, caregivers, providers, advocates, support coordinators, legislators, and other external stakeholders.

2.3.3.1 Core Responsibilities Supporting Stakeholders

A. Develop a stakeholder engagement and communication strategy.

B. Identify and map key stakeholder groups, including individuals with lived experience, families, caregivers, providers, advocates, support coordinators, regional stakeholders, and legislative stakeholders.

RFP for Maryland Department of Health Page 12 of 49

C. Conduct stakeholder journey mapping to identify pain points, barriers, communication gaps, and process frustrations.

D. Establish feedback loops through surveys, listening sessions, focus groups, advisory meetings, interviews, or other methods approved by DDA.

E. Produce accessible, plain-language communication materials regarding program changes, analytics- informed reforms, fiscal initiatives, and stakeholder-facing improvements.

F. Support transparent and consistent messaging across stakeholder groups.

G. Identify at least one priority stakeholder experience improvement opportunity each quarter, or on another cadence approved by DDA.

H. Design, implement, and measure targeted improvement initiatives in coordination with DDA leadership and Regional Offices.

I. Analyze stakeholder feedback and provide recommendations to DDA leadership.

J. Ensure that stakeholder feedback informs operational reforms, communication strategies, and continuous improvement efforts.

2.3.4 Stakeholder Experience Deliverables

The Contractor shall provide the following stakeholder experience deliverables:

A. Stakeholder engagement plan that follows the Memoranda of Understanding for stakeholder, engagement partnerships (DDA will publish no later than December 30, 2026).

B. Stakeholder map and journey map.

C. Communications calendar.

D. Plain-language and bilingual, at minimum, FAQs, fact sheets, web content, presentations, and other communication materials that adhere to 508 compliance requirements

E. Quarterly stakeholder feedback summaries.

F. Experience improvement project briefs.

G. Before-and-after metrics for targeted experience improvements.

H. Stakeholder issue and theme tracker.

I. Recommendations for improving communication, transparency, process clarity, and stakeholder trust.

J. Annual stakeholder experience summary report.

2.3.5 Implementation Timeline

RFP for Maryland Department of Health Page 13 of 49

The Contractor(s) shall propose a timeline to have work and deliverables completed by

June 30, 2027. The start date is anticipated to be mid-December 2026.

2.3.6 Reporting and Governance

The Contractor(s) shall participate in and support a governance structure approved by

DDA and MDH. At a minimum, the Contractor(s) shall provide:

1. Upcoming project benchmarks, staffing needs, program risks, and key matters necessitating

Administration review.

2. Develop and regularly update a comprehensive stakeholder engagement summary outlining targeted groups, engagement strategies, public outreach efforts, gathered feedback, and key recurring themes.

3. Establish and maintain a centralized feedback log capturing reported stakeholder concerns, operational obstacles, priority focus areas, corrective measures, assigned leads, and resolution progress.

4. Conduct regular evaluations of the stakeholder experience, incorporating journey mapping, communication gap analysis, persistent concerns, and targeted improvement opportunities.

5. Deliver quarterly quality improvement reports detailing a primary stakeholder operational challenge, evaluation findings, proposed remediation plans, implementation status, and quantifiable metrics.

6. Supply quarterly data updates and necessary documentation to support the Department in satisfying all applicable Joint Chairmen's Report (JCR) mandates.

7. Submit an end-of-contract assessment report summarizing contractual operations, key analytical findings, major achievements, strategic recommendations, pending tasks, and knowledge transfer execution.

2.3.7 Conflict of Interests and Independence

2.3.7.1 The Contractor(s) shall be independent from DDA-funded direct service providers and shall disclose any actual, potential, or perceived conflict of interest. The Contractor(s) shall not have financial, ownership, or organizational relationships that compromise, or appear to compromise, its objectivity in performing analytics, financial oversight, stakeholder engagement, or program integrity support activities.

2.3.7.2 The State reserves the right to determine whether a disclosed relationship creates an unacceptable conflict of interest.

2.4. Service Level Agreement (SLA)

2.4.1. Definitions

1. A “Problem” is defined as any situation, issue, breach, or potential breach related to the system operation and is not an enhancement request that is reported to the Contractor. The

RFP for Maryland Department of Health Page 14 of 49

Contractor shall utilize a tracking system, e.g., a help desk ticket system, to track, update, and report the status of all reported problems.

2. “Problem resolution time” is defined as the period of time from when the issue was reported to the Contractor to when it is resolved to the satisfaction of the State.

3. Monthly Charges: For purposes of SLA credit calculation, Monthly Charges are defined as the charges set forth in Attachment B, Financial Proposal Form, invoiced during the month of the Problem for the monthly fixed services, or, in the event of annual billing, 1/12 of the annual invoice amount in the Financial Proposal Form.

2.4.2. SLA Requirements

The Contractor shall:

1) Be responsible for complying with all performance measurements and shall also ensure compliance by all subcontractors.

2) Meet the Problem Response Time and the Problem Resolution Time requirements as defined in Section 2.4.7.

3) Provide a monthly report to the Contract Monitor and detail response times and resolution times.

4) Log Problems into the Contractor-supplied tracking tool or other help desk software and assign an initial severity level (i.e., Emergency, High, Normal, or Low

5) Respond to and update all Problems, including recording when a Problem is resolved and its resolution. Appropriate State of Maryland personnel shall be notified when a Problem is resolved.

6) The State of Maryland shall make the final determination regarding Problem severity.

7) Review any Problem with the State of Maryland to establish the remediation plan and relevant target dates.

2.4.3. SLA Effective Date (SLA Activation Date)

SLAs set forth herein shall be in effect beginning upon completion of the Stakeholder

Experience Platform implementation and acceptance by the State. The Contractor shall be responsible for meeting all applicable contractual requirements during the implementation period.

2.4.4. Service Level Reporting

1) Contractor performance will be monitored by the State of Maryland.

2) The Contractor shall provide summarized SLA performance and detailed monthly reports evidencing the attained level for each SLA. All monthly reports shall

RFP for Maryland Department of Health Page 15 of 49 highlight any SLA performance criteria that did not meet the compliance requirement designated in the SLA provided in Section 2.4.7. The Contractor shall provide an explanation of why any SLA was not met. For any problems not resolved, the Contractor shall provide an explanation of how and when it will be met in the future.

3) Monthly reports shall be delivered via email to the Contract Monitor by the 15th of the following month.

2.4.5. SLA Service Credits

Beginning on the SLA Activation Date, for any performance measurement not met during the monthly reporting period, the SLA credit for that individual measurement shall be applied to the Monthly Charges.

In the event of a catastrophic failure affecting the Stakeholder Experience Platform or substantially disrupting the Contractor's ability to provide the required stakeholder engagement services, all affected SLAs shall be credited to the State, in addition to any other rights and remedies available to the State under the Contract.

In no event shall the aggregate of all SLA credits paid to the State in any calendar month exceed 25% of the Monthly Charges.

Example: If the Monthly Charges were $100,000 and one SLA was missed, with an applicable 4% credit, the credit to the monthly invoice would be $4,000, and the State would pay a net Monthly Charge of $96,000.

The parties agree that any assessment of service credits shall be construed and treated by the parties not as imposing a penalty upon the Contractor, but as compensation to the State for the

Contractor’s failure to satisfy its service level obligations.

2.4.6 Root Cause Analysis

The State has the right, at its sole discretion, to direct the Contractor to perform and deliver a root cause analysis in connection with any SLA measurement that yields an SLA credit. Such root cause analysis shall be provided within 30 days of the request.

In addition, for each ‘Emergency’ or ‘High’ priority Problem, the affected parties will perform a root cause analysis and institute a process of problem management to prevent recurrence of the issue.

2.4.7. Service Level Measurements Table (System performance)

The Contractor shall comply with the service level measurements in the following table:

RFP for Maryland Department of Health Page 16 of 49

No. Service

Requirement

Measurement Service Level

Agreement

(SLA)

SLA Credit

1 Deliverable

Submission

Percentage of required deliverables submitted by the approved due dates

95% of deliverables submitted timely during each reporting period.

1% per occurrence.

2 Deliverable

Quality

Percentage of deliverables accepted without requiring substantive revisions due to

Contractor errors, omissions, or failure to meet RFP requirements

90% accepted without substantive revisions.

1% per occurrence

3 Stakeholder

Engagement

Percentage of stakeholder engagement activities completed in accordance with the approved engagement plan and schedule.

100% of scheduled activities completed, subject to State-approved modifications.

1% per occurrence

4 Communication

Responsiveness

Percentage of State requests acknowledged within the required response timeframe.

95% acknowledged within one (1) business day.

1% per occurrence

5 Performance

Reporting

Submission of required monthly and quarterly reports in accordance with established deadlines.

100% of required reports submitted by established deadlines.

1% per occurrence

RFP for Maryland Department of Health Page 17 of 49

The State shall have the unilateral right to reallocate percentages among the various SLAs annually on the anniversary of the Contract, provided that such reallocation will not exceed the cap identified in Section

2.4.5.

2.6.8 Problem Response Definitions and Times

The Contractor shall meet the Problem Response Time and Problem Resolution Time requirements.

The Contractor shall provide a monthly report to monitor and detail response times and resolution times.

Service

Priority

Response

Time

Resolution

Time

Response

Availability

Work Outage Users Affected

Emergency Within 1 hour

Immediate action;

resolution or mitigation plan within 4 hours.

24 hours per day, seven days per week

Critical stakeholder communication or engagement activity is unavailable, interrupted, or cannot be performed, creating an immediate risk to DDA operations or a critical

Department obligation. .

Multiple stakeholder groups, including individuals receiving services, families, providers, advocates, or

Department leadership

High Within 4 business hours

Within 4 hours after first report

24 hours per day, seven days per week

A significant stakeholder engagement activity, scheduled communication, or critical deliverable is delayed or materially impaired..

Affected stakeholder groups, regional offices, providers, or Department leadership.

RFP for Maryland Department of Health Page 18 of 49

Normal Within 2 hours

Within 1 day

(24 hours) after the first report. If the outage is not resolved a resolution plan must be in place.

Mon-Fri, 7AM-7PM

Specific non-critical features are not operating as specified

Systems or users are unable to perform a small portion of their job, but are able to complete most tasks.

Affects a number of users

Low Within 2 hours

Within 3 days (72 hours) after the first report. If the outage is not resolved a resolution plan must be in place.

Mon-Fri, 7AM-7PM

Lower priority features that can be done manually are not operating as specified

Often a request for service with ample lead time.

Affects a number of users

2.4 Experience and Personnel

2.4.1 Preferred Offeror Experience

The following experience is expected and will be evaluated as part of the Technical Proposal (see the Offeror experience, capability and references evaluation factor from Section 6.2):

A. Prior senior level experience aligning services with the Centers of Medicaid and

Medicare (CMS) community setting rule to address long term weaknesses in the financial processes and to ensure a stable data processing system.

B. Breadth of knowledge in implementing the requirements as stated in the RFP.

2.4.2 Personnel Experience .

RFP for Maryland Department of Health Page 19 of 49

The following experience is expected and will be evaluated as part of the Technical Proposal (see the capability of proposed resources evaluation factor from Section 6.2):

A. Project Manager - must be experienced in working with other state developmental disabilities’ agencies with a minimum of five (5) years of experience in health and human services. The project manager must be advanced in stakeholder engagement, change management, project management, and business process re-engineering. The

Project Manager must also have intermediate skills in waiver design and policy analysis.

The project manager must also have experience with data and financial analysis, policy documentation and review, and operational/business process improvement.

B. Subject Matter Expert (SME) - must have ten (10) or more years of experience in developmental disabilities administration or similar experience in health and human services, The SME should also have advance knowledge of data and financial analysis, policy analysis, waiver design and management, and administrative claiming. It is an added benefit if the SME has over three (3) plus years of specialized experience with program integrity and managed care

C. Stakeholder Engagement Specialist – Must have experience designing, coordinating, and implementing stakeholder engagement activities, including stakeholder interviews, focus groups, listening sessions, surveys, advisory meetings, and other engagement activities.

Experience working with individuals with disabilities, families, advocates, community organizations, and provider networks is preferred. The individual must possess a bachelor's degree from an accredited college or university in Communications, Public

Relations, Social Work, Public Administration, Psychology, Sociology, or a related field. A master's degree is preferred. Certifications in community engagement, public participation, facilitation, or stakeholder engagement are preferred.

D. Communications Specialist – Must have experience developing and implementing communication strategies, public information materials, stakeholder communications, fact sheets, FAQs, presentations, newsletters, and website content. The individual must demonstrate the ability to translate complex policy, programmatic, and operational information into clear and accessible communications for diverse audiences. Knowledge of Section 508 accessibility requirements and experience developing plain-language and bilingual communications are preferred. The individual must possess a bachelor's degree from an accredited college or university in Communications, Journalism, Public

Relations, English, Marketing, or a related field. A master's degree is preferred.

Certifications in communications, public relations, digital communications, accessibility, or plain-language writing are preferred.

E. Technical/Analytical Support – Must have one (1) to two (2) years of experience with policy analysis in health and human services departments, policy and procedure documentation and review, and operational/business process improvement. Personnel must demonstrate proficiency in data collection, analysis, reporting, and financial or budget analysis. Experience with stakeholder engagement, project management, audit interviews, Medicaid programs, or HCBS waiver services is an added benefit. The individual must possess a bachelor's degree from an accredited college or university in

RFP for Maryland Department of Health Page 20 of 49

Public Policy, Public Administration, Business Administration, Finance, Economics, Statistics, Data Analytics, or a related field. An associate degree with additional relevant experience may be considered. Certifications in data analytics, financial analysis, project management, or process improvement are preferred.

F. Breadth of knowledge in Medicaid 1915(c) waiver and participants who receive those services both in the SDS Model and the Provider Managed Model

2.4.3 Number of Personnel to Propose

As part of the Proposal evaluation, Offerors shall propose exactly seven (7) personnel who are expected to be available as of the start date specified in the Notice to Proceed (NTP Date).

Offerors shall describe in a Staffing Plan how additional resources shall be acquired to meet the needs of the Department. Offerors may generally describe planned positions in a Staffing Plan.

Such planned positions may not be used as evidence of fulfilling personnel minimum qualifications.

2.4.4 Labor Categories

A. The Labor Categories are identified: Change Management Expert/Lead, Program

Manager, Business Process Consultant, Program Administration Specialist, Documentation Specialist/Technical Writer/Editor and Research Analyst are identified and described below. To be responsive to this RFP, Offerors must be capable of providing personnel meeting the minimum requirements for all the labor categories listed. Offerors shall submit a Financial Proposal Form (Attachment B – The Price

Form) that provides labor rates for all labor categories for all Contract years (initial term and any option periods). Actual resumes shall be provided only for Key Personnel as described in Section 2.4.4. Resumes for resources provided later shall be coordinated by the Contract Monitor per the Technical Proposal and, if requested in a Work Order, shall be governed by the Work Order process.

B. Each Labor Category includes Titles, Position Description, Education and Experience

(General and Specialized).

C. Education and experience described below in the Labor Category constitute the minimum requirements for candidates performing work under this RFP. All experience required must have occurred within the most recent ten (10) years.

2.4.5 Contractor Personnel Experience Equivalency (including Key Personnel submitted in response to this RFP)

A. A Substitution of Education for Experience: Bachelor’s Degree or higher may be substituted for the general and specialized experience for those labor categories requiring a High School Diploma. A Master’s Degree may be substituted for two years of the general and specialized experience for those labor categories requiring a

Bachelor’s Degree. Substitution shall be reviewed and approved by the State at its discretion.

RFP for Maryland Department of Health Page 21 of 49

B. Substitution of Experience for Education: Substitution of experience for education may be permitted at the discretion of the State.

C. Substitution of Professional Certificates for Experience: Professional certification (e.g., Microsoft Certified Solutions Expert, SQL Certified Database Administrator) may be substituted for up to two (2) years for general and specialized experience at the discretion of the State.

2.4.6 Contractor Personnel Maintain Certifications

Any contractor personnel provided under this RFP shall maintain in good standing any required professional certifications for the duration of the Contract.

2.4.7 Work Hours

Unless otherwise specified, the following work hours requirements are applicable:

A. Business Hours Support: Contractor shall assign Contractor Personnel to support Normal

State Business Hours 8:00 AM - 5:00 PM, Monday through Friday except for State

Holidays

B. Contractor Personnel may also be required to provide occasional support outside of normal State Business Hours, including evenings, overnight, and weekends, to support specific efforts and emergencies, such as to resolve system repair or restoration. Hours performing activities must be billed on an actual time worked basis at the rates proposed.

C. Scheduled non-Business Hours Support: non-Business Hours Support: Once personnel have demonstrated an understanding of the DDA infrastructure, they will also be required to participate in a rotating emergency on-call schedule, providing non-Business

Hours support. Typically, personnel assigned to DDA non-Business Hours support are required to be on-call 24 hours a day for a seven-day period, one week out of every four to five weeks.

D. State-Mandated Closings: Contractor Personnel shall be required to participate in any

State-mandated closings. In this event, the Contractor will be notified in writing by the

Contract Monitor of these details.

E. Minimum and Maximum Hours: Full-time Contractor Personnel shall work 40 hours per week with starting and ending times as approved by the Contract Monitor. A flexible work schedule may be used with Contract Monitor approval, including time to support any efforts outside core business hours. Contractor personnel may also be requested to restrict the number of hours Contractor personnel can work within a given period of time that may result in less than an eight-hour day or less than a 40-hour work week.

F. Vacation Hours: Requests for leave shall be submitted to the Contract Monitor at least two weeks in advance. The Contract Monitor reserves the right to request a temporary replacement if leave extends longer than one consecutive week. In cases where there is insufficient coverage, a leave request may be denied.

2.5 Substitution of Personnel

2.5.1 Continuous Performance of Key Personnel

When Key Personnel are identified for the Contract, the following apply:

RFP for Maryland Department of Health Page 22 of 49

A. Key Personnel shall be available to perform Contract requirements as of the NTP Date.

Unless explicitly authorized by the Contract Monitor or specified in the Contract, Key

Personnel shall be assigned to the State of Maryland as a dedicated resource.

B. Key Personnel shall perform continuously for the duration of the Contract, or such lesser duration as specified in the Technical Proposal. Key Personnel may not be removed by the Contractor from working under the Contract without the prior written approval of the

Contract Monitor.

C. The provisions of this section apply to Key Personnel identified in any Task Order proposal and agreement, if issued, and any Work Order Request and Work Order, if issued.

2.5.2 Definitions

For the purposes of this section, the following definitions apply:

A. Extraordinary Personal Event – means any leave: under the Family Medical Leave

Act; an Incapacitating injury or Incapacitating illness; or other circumstances that in the sole discretion of the State warrant an extended leave of absence, such as extended jury duty or extended military service that precludes the individual from performing his/her job duties under the Contract.

B. Incapacitating – means any health circumstance that substantially impairs the ability of an individual to perform the job duties described for that individual’s position in the RFP or the Contractor’s Technical Proposal.

2.5.3 Contractor Personnel General Substitution Provisions

The following provisions apply to all of the circumstances of Contractor Personnel substitution described in Section 2.5.4.

A. The Contractor shall demonstrate to the Contract Monitor’s satisfaction that the proposed substitute has qualifications at least equal to those of the Contractor Personnel proposed to be replaced.

B. The Contractor shall provide the Contract Monitor with a substitution request that shall include:

1. A detailed explanation of the reason(s) for the substitution request;

2. The resume of the proposed substitute, signed by the substituting individual and his/her formal supervisor;

3. The official resume of the current personnel for comparison purposes; and

4. Evidence of any required credentials.

C. The Contract Monitor may request additional information concerning the proposed substitution and may interview the proposed substitute personnel prior to deciding whether to approve the substitution request.

D. The Contract Monitor will notify the Contractor in writing of: (i) the acceptance or denial, or (ii) contingent or temporary approval for a specified time limit, of the requested substitution. The Contract Monitor will not unreasonably withhold approval of a proposed Contractor Personnel replacement.

2.5.4 Replacement Circumstances

A. Directed Personnel Replacement

RFP for Maryland Department of Health Page 23 of 49

1. The Contract Monitor may direct the Contractor to replace any Contractor Personnel who, in the sole discretion of the Contract Monitor, are perceived as being unqualified, non-productive, unable to fully perform the job duties, disruptive, or known, or reasonably believed, to have committed a major infraction(s) of law, Department policies, or Contract requirements. Normally, a directed personnel replacement will occur only after prior notification of problems with requested remediation, as described in paragraph 2.5.4.A.2.

2. If deemed appropriate in the discretion of the Contract Monitor, the Contract

Monitor may give written notice of any Contractor Personnel performance issues to the Contractor, describing the problem and delineating the remediation requirement(s). The Contractor shall provide a written response to the remediation requirements in a Remediation Plan within ten (10) days of the date of the notice and shall immediately implement the Remediation Plan upon written acceptance by the

Contract Monitor. If the Contract Monitor rejects the Remediation Plan, the

Contractor shall revise and resubmit the plan to the Contract Monitor within five (5) days, or in the timeframe set forth by the Contract Monitor in writing.

3. Should performance issues persist despite an approved Remediation Plan, the

Contract Monitor may give written notice of the continuing performance issues and either request a new Remediation Plan within a specified time limit or direct the substitution of Contractor Personnel whose performance is at issue with a qualified substitute, including requiring the immediate removal of the Contractor Personnel at issue.

4. Replacement or substitution of Contractor Personnel under this section shall be in addition to, and not in lieu of, the State’s remedies under the Contract or which otherwise may be available at law or in equity.

5. If the Contract Monitor determines to direct substitution under 2.5.4.A.1, if at all possible, at least fifteen (15) days advance notice shall be given to the Contractor.

However, if the Contract Monitor deems it necessary and in the State’s best interests to remove the Contractor Personnel with less than fifteen (15) days’ notice, the

Contract Monitor may direct the removal in a timeframe of less than fifteen (15) days, including immediate removal.

6. In circumstances of directed removal, the Contractor shall, in accordance with paragraph 2.5.4.A.1 of this section, provide a suitable replacement for approval within fifteen (15) days of the notification of the need for removal, or the actual removal, whichever occurs first.

B. Key Personnel Replacement

To replace any Key Personnel in a circumstance other than as described in 2.5.4.C, including transfers and promotions, the Contractor shall submit a substitution request as described in Section 2.5.3 to the Contract Monitor at least fifteen (15) days prior to the intended date of change. A substitution may not occur unless and until the Contract Monitor approves the substitution in writing.

C. Key Personnel Replacement Due to Sudden Vacancy

1. The Contractor shall replace Key Personnel whenever a sudden vacancy occurs

(e.g., Extraordinary Personal Event, death, resignation, termination). A termination or resignation with thirty (30) days or more advance notice shall be treated as a replacement under Section 2.5.4.B.

RFP for Maryland Department of Health Page 24 of 49

2. Under any of the circumstances set forth in this paragraph B, the Contractor shall identify a suitable replacement and provide the same information and items required under Section 2.5.3 within fifteen (15) days of the actual vacancy occurrence or from when the Contractor first knew or should have known that the vacancy would be occurring, whichever is earlier.

D. Key Personnel Replacement Due to an Indeterminate Absence

1. If any Key Personnel has been absent from his/her job for a period of ten (10) days and it is not known or reasonably anticipated that the individual will be returning to work within the next twenty (20) days to fully resume all job duties, before the 25th day of continuous absence, the Contractor shall identify a suitable replacement and provide the same information and items to the Contract Monitor as required under

Section 2.5.3.

2. However, if this person is available to return to work and fully perform all job duties before a replacement has been authorized by the Contract Monitor the Contract

Monitor may, at his/her sole discretion, authorize the original personnel to continue to work under the Contract, or authorize the replacement personnel to replace the original personnel, notwithstanding the original personnel’s ability to return.

2.5.5 Substitution Prior to and Within 30 Days After Contract Execution

Prior to Contract execution or within thirty (30) days after Contract execution, the Offeror may not substitute proposed Key Personnel except under the following circumstances (a) for actual full-time personnel employed directly by the Offeror: the vacancy occurs due to the sudden termination, resignation, or approved leave of absence due to an Extraordinary Personal Event, or the death of such personnel; and (b) for any temporary staff, subcontractors or 1099 contractors:

the vacancy occurs due to an Incapacitating event or the death of such personnel. To qualify for such substitution, the Offeror must demonstrate to the State's satisfaction the event necessitating substitution. Proposed substitutions shall be of equal caliber or higher, in the State's sole discretion. Proposed substitutes deemed by the State to be less qualified than the originally proposed individual may be grounds for pre-award disqualification or post-award termination

2.6 Supplemental Category of Work Requirements and Responsibilities

See the attached Professional Services Supplemental associated with this solicitation.

RFP for Maryland Department of Health Page 25 of 49

3 Standard Terms and Conditions

3.1 Contract Initiation Requirements

Once all approvals have been obtained and the Contract is fully executed, the Procurement Officer may schedule a kickoff meeting to be held prior to commencement of Contract performance.

3.2 End of Contract Transition

The Contractor shall cooperate in the orderly transition of services from it to a subsequent contractor at the end of the contract term or upon receipt of a Notice of Termination from the State. Transition shall be provided in a prompt and timely manner and shall proceed in accordance with the schedule provided to the Contractor by the State in the Notice of Transition. Additional instructions regarding transition services may be provided in the event of a Notice of Termination issued by the State.

Knowledge transfer, to include:

A. A working knowledge of the current system environments as well as the general business practices of the Department;

B. Review with the Department the procedures and practices that support the business process and current system environments;

C. Working knowledge of all technical and functional matters associated with the

Solution Proposal, its architecture, data file structure, interfaces, any batch programs, and any hardware or software tools utilized in the performance of the

Contract;

D. Documentation that lists and describes all hardware and software tools utilized in the performance of the Contract; The Contractor shall provide transition assistance as requested by the State to facilitate the orderly transfer of services to the State for a period up to 120 days prior to the Contract end date, or the termination thereof.

Such transition efforts shall consist, not by way of limitation, of:

A. Provide additional services and support as requested to successfully complete the transition;

B. Maintain the services called for by the Contract at the required level of proficiency;

C. Provide updated System Documentation (see Appendix 1), as appropriate; and

D. Provide current operating procedures (as appropriate).

The Contractor shall work toward a prompt and timely transition, proceeding in accordance with the directions of the Contract Monitor. The Contract Monitor may provide the Contractor with additional instructions to meet specific transition requirements prior to the end of the Contract.

The Contractor shall ensure that all necessary knowledge and materials for the tasks completed are transferred to the custody of State personnel or a third party, as directed by the Contract

Monitor.

The Contractor shall support end-of-Contract transition efforts with technical and project support to include but not be limited to:

A. The Contractor shall provide a draft Transition-Out Plan 120 Business Days in advance of the Contract end date.

RFP for Maryland Department of Health Page 26 of 49

B. The Transition-Out Plan shall address at a minimum the following areas:

● Any staffing concerns/issues related to the closeout of the Contract;

● Communications and reporting process between the Contractor, the Department, and the

Contract Monitor;

● Security and system access review and closeout;

● Any hardware/software inventory or licensing including transfer of any point of contact for required software licenses to the Department or a designee;

● Any final training/orientation of Department staff;

● Connectivity services provided, activities and approximate timelines required for

Transition-Out;

E. A working knowledge of various utilities and corollary software…