ODDS DDCM RFP S-DASOBO-00009374 Amd 2 - Round 1 Completion Round 2 Commencement v24MAY02.Final.docx

ODDS Case Management System Request for Proposal (“RFP”)

S-DASOBO-00009374

Amendment #2 May 2, 2024 Round 1 Completion, Competitive Range Notice, and Round 2 Commencement The purpose of this Amendment No. 2 (“RFP Amendment 2”) to the ODDS Case Management System RFP is to:

1. Announce completion of the first round of scored evaluation (“Round 1”),

2. Disclose the final Round 1 scores and Proposer ranking,

3. Establish the Competitive Range of Proposers for Round 2 participation and the Competitive Range Protest Period, and

4. Release initial Round 2 Submission Requirements and Related Evaluation Criteria.

1. Declare completion of the first round of scored evaluation (“Round 1”), and Proposals selected for further evaluation.

After Round 1 evaluations of Responsive Proposals, the following Proposers comprise the “Competitive Range Proposers” selected for further participation in a subsequent round of scored evaluation (“Round 2”) listed in descending order from highest to lowest ranked:

a. Guidehouse

b. Ahead

c. Visionary Integration

d. RSM Public Service

2. RFP final Round 1 scores and Proposer ranking. Fourteen Proposals were evaluated in Round 1, scoring seven different facets. Final Round 1 scores for each Proposal are set out in the table below. Proposals/Proposers are listed in order of highest Round 1 score to lowest.

A PDF reflecting more detailed scoring by scored component is attached as an embedded document object DDCM RFP Evaluation Round 1 below.

3. Establish the Competitive Range, Competitive Range Protest Period.

a. DAS and the Oregon Department of Developmental Disabilities (“ODDS”) (together the “State Parties”) find value in starting scored competition in Round 2 among the top four remaining Competitive Range Proposers.

b. RFP Section 4.14.2 establishes the procedure for filing a protest of Competitive Range after Round 1. Publication of this RFP Amendment 2 on OregonBuys establishes the issuance of the Notice of Competitive Range for the protest period established in the RFP Section 4.14.2.

4. Round 2 Evaluation.

a. Methodology Description

1) RFP Section 4.15 provides examples of components for subsequent Rounds of evaluation that the State Parties may require for Competitive Range Proposers and describe via an RFP amendment. The State Parties create Round 2 as a round of evaluation during which they may release submission requirements and evaluation criteria for selected components at different times during the Round.

2) The State Parties currently intend to leverage the following options for Round 2:

a) Demonstrations and Interviews (Scored)

b) Price Proposals (Scored) (Previously Submitted)

3) Round 2 evaluation will not conclude until all required evaluation components have been received and evaluated according to requirements in this RFP Amendment 2 or subsequent RFP amendments.

4) To remain competitive for possible Contract award, remaining Competitive Range Proposers must participate in any required Round 2 event. Proposer may, however, exercise its discretion to withdraw from further participation in the procurement at any time by written notification to the procurement’s SPC.

b. Submitting Round 2 Documentation.

1) Detailed submission requirements and deadlines are explained in Attachment 1 to this RFP Amendment 2.

2) Preference: emailing submissions to the SPC is preferred, and provide the following information:

a) Email Subject Line: S-DASOBO-00009374 ODDS CMS RFP Round 2 Demonstration Submission;

b) Company Name; and

c) Name and Contact Information for each company representative participating.

3) Submission size limits:

a) The email system available to the SPC will not accept a single email transmission larger than 25 MB. Submissions exceeding that limit should be separated into two or more transmissions.

b) Submissions requiring multiple email transmissions should also be identified in the subject line with their position in the total number of submissions (e.g., “1 of 3”).

c) The SPC will acknowledge receipt of submissions by email and the SPC’s email system does not alert email rejections. Therefore, Proposers should follow up with the SPC if they do not receive acknowledgement of their submission.

4) Redacted Submissions. If Proposer believes any of its submissions are exempt from disclosure under Oregon Public Records Law (ORS 192.311 through 192.478), Proposer shall use the Disclosure Exemption Affidavit, RFP Attachment B, to identify the desired exclusions. Proposer shall also submit a fully redacted version of such submissions, clearly identified as redacted versions.

5) Each Competitive Range Proposer is solely responsible for ensuring their submission(s) and all requested documents for each round event are received by the SPC by the required deadlines. The State Parties are not responsible for any delays in transmission errors or delays, or for any mis-delivery for any reason.

c. Round 2 Scoring

a. Demonstrations and Interview Score (11,600 Points). See RFP Amendment 2, Attachment 1 for detailed submission requirements and evaluation criteria, related to Demonstrations and Interviews.

b. Price Proposal Score (4,400 points).

The Price Proposal already submitted with the Competitive Range Proposer’s response to the RFP will be scored by combining the scores of two evaluation methods:

1) Formula Score (2,200 points), using the following equation:

[1 - (B-A)/A] x C = Price Score, where:

NOTE: If the formula results in a negative number (which will occur when the total price quoted is more than twice the lowest cost), zero points shall be assigned.

2) Subjective Price Evaluation Score (2,200 points), comparing and evaluating the Price Proposals of the Competitive Range Proposers for aspects including, but not limited to:

a) Pricing Assumptions.

b) Breakdown of costs include with the proposed solution.

c) Breakdown of costs not included with the proposed solution, (e.g., added features, 3rd party licenses, etc.)

d) Alignment with industry norms or expectations

e) Completeness, understanding of project complexity

f) Alignment with the ODDS and ODHS/OHA goals identified in the RFP.

c. Round 1 Carryover and Round 2 Score and Ranking.

1) The points assigned depicts the maximum available points for each of the scoring events comprising Round 2.

2) The Demonstrations and Interview and the Subjective Price Evaluation Round 2 events will be evaluated and scored using the criteria and process of RFP Section 4.11.2 to determine the points awarded. The Price Proposal Formula Score Round 2 event will be scored using the formula set forth in this RFP Amendment 2.

3) Each Competitive Ranges Proposer’s Round 1 score will be carried over and summed with its Round 2 scores for a cumulative total score.

4) The cumulative total score will be used to rank the Competitive Range Proposers from highest to lowest.

-Attachment 1 begins on next page- RFP Amendment No. 2 to RFP S-DASBO-00009374 ODDS Case Management System RFP Round 1 Completion, Competitive Range Notice, and Round 2 Commencement.

RFP S-DASBO-00009374 ODDS CASE MANAGEMENT SYSTEM RFP AMENDMENT NO. 2

ATTACHMENT NO. 1

ROUND 2 Demonstrations and Interviews Evaluation Process and Submission Requirements Introduction This RFP Amendment 2, Attachment 1 is designed to guide Competitive Range Proposers for the Demonstrations and Interview components of the Round 2 Evaluations, and consists of the following information:

· Demonstration Day Scheduling

· Demonstration and Interview Evaluation Overview

· Interview Questions: Six questions that require a written response as part of Round 2

· Demonstration of User Stories: This section offers a framework for proposers to demonstrate the functionality of their proposed solution effectively. It includes the User Stories detailing the priority scenarios that the Agency wishes to be demonstrated, outlining specific use cases and requirements.

· Demonstration User Stories Traceability Matrix: Provides a traceability matrix between the user stories listed in section 3.0 and the requirements documented in RFP Attachment H.

Demonstration Day Scheduling

May 28 – 31, 2024

The Competitive Range Proposers are encouraged to commence planning for their respective solution demonstrations now. It is the desire of the State Parties for all Competitive Range Proposers to each conduct their demonstration no earlier than during the Demonstration Day Schedule Period.

1. Demonstration Day Submission Deadlines.

a. Schedule Coordination. By 5:00 p.m. Pacific Time on May 10, 2024, each Competitive Range Proposer submits to the SPC via email a list of at least four dates in descending order of their most to least desired date for presenting their demonstration during the Demonstration Day Schedule Periods. State Parties will try to avoid scheduling Competitive Range Proposers for their least desired Demonstration Day. SPC will respond to each Competitive Range Proposer with the date selected for their demonstration.

b. Webinar Information. At least one business day in advance of its scheduled Demonstration Day, each Competitive Range Proposer must submit its Demonstration Day webinar connection details to the SPC via email.

c. Submission Deadline and Deductions. All Competitive Range Proposers must submit to the SPC the Demonstration Day Materials set forth below by the common Demonstration Materials Submission Deadline; failure to provide the items by the deadline may result in elimination of the Proposer from further consideration for this procurement.

d. Demonstration Day Materials: The following items make up the Demonstration Day Materials to be submitted by the common Demonstration Materials Submission Deadline:

1) Demonstration Day Agenda, Schedule, and identification of participating personnel by name and position.

2) An electronic copy of its demonstration presentation materials (e.g., PowerPoint slide deck, relevant documentation regarding demonstrated features and functions, screen shots, etc.)

3) Written answers to the Interview Questions listed in this Attachment 1.

2. Demonstration Day Presentation Management. The State Parties currently plan to set aside one Demonstration Day for each Competitive Range Proposer during the Demonstration Day Schedule Period.

a) Each Competitive Range Proposer is responsible for setting up, hosting, conducting, and managing its Demonstration Day as a webinar.

b) Timing: On its scheduled Demonstration Day, a Competitive Range Proposer Demonstration will be limited to 5 hours, plus a 15-minute break in the morning, a 30-minute lunch break, and a 15-minute break in the afternoon for a total of 6 hours. Please plan accordingly to ensure coverage of the key user stories and evaluation criteria.

i. After a brief period for personnel introductions, Proposer will be responsible to manage the time allocated for their demonstration to include allowance for interactive questioning by evaluators and breaks.

ii. Competitive Range Proposers are free to determine the manner, means and sequencing of presentations between morning and afternoon sessions.

iii. There is no requirement for a Competitive Range Proposer to use all available time for the required demonstrations.

c) Demonstrations will not be recorded. However, as determined by the features and capabilities of the webinar platform provided by the Proposer,

i. Live transcription may be enabled and turned on to allow users to better follow the discussions.

ii. Questions, answers, and comments that are captured a chat feature should be saved into a separate file and emailed to the SPC after the demonstration is complete.

Demonstrations and Interview Evaluation Overview Demonstrations and Interviews will be evaluated and scored by the Agency’s evaluation committee. An important focus in Round 2 will be on evaluating the performance of the Competitive Range Proposers’ respective solutions in the context of Interview questions and fourteen Demonstration Scenarios, a.k.a. User Stories (“User Stories”):

During the Demonstrations, Competitive Range Proposers are expected to present a comprehensive demonstration of their proposed solution, addressing both functional and non-functional requirements. The demonstration must encompass the following aspects:

· Overview of Solution: Begin with a brief overview of the solution, outlining its core purpose, target audience, and key functionalities. Highlight how the product aligns with the Agency’s objectives and needs as described in the RFP.

· Demonstration: Showcase the primary features of the solution, as specified within the provided User Stories. Each feature shown must be a live demonstration of the solution in action(s) within a production-like environment, illustrating the user interface and user experience.

· Considerations: Consider the following when demonstrating the proposed solution.

· Demonstrate the user experience through common scenarios or use cases that the solution is designed to address. This must give insight into the intuitiveness, ease of use, and efficiency of the solution.

· Exhibit the performance, scalability, and security capabilities of the solution, including load times, responsiveness, the ability to handle multiple users simultaneously, showing evidence of reliability and uptime and highlighting security features and compliance with relevant standards and regulations.

· Proposers are not obligated to present User Stories in the sequence outlined in this document, and are permitted the flexibility to merge and organize User Stories in a manner that they deem most effective for demonstrating the capabilities and functionality of their solution. However, it is critical that when demonstrating the systems capabilities and functionality that reference is made to the section and User Stories that will be covered in the demonstration.

· Provide clear and distinct transitions in your demonstration, indicting when you have finished demonstrating a specific functionality and that you are transitioning to demonstrate different functionality.

Interview Questions – Written Answers Competitive Range Proposers are expected to provide written answers to the questions below as part of the RFP Round 2 Demonstration and Interviews scored component. These written answers must be submitted with the other Demonstration Day materials by the common Demonstration Materials Submission Deadline. The Evaluation committee may pose additional questions during and after Round 2 Demonstrations, which, together with the questions below, comprise the Round 2 “Interviews” component.

1. Provide details regarding how the licensing works between the proposed cloud platform and the product. Specifically, Agency would like information on the types of licenses available, any associated costs, limitations or restrictions, renewal processes, and any other relevant terms and conditions. Please submit any additional terms required for successful operation, maintenance, or support of the proposed solution (e.g., license(s) for third party products, end user license agreement(s), maintenance agreement(s), etc.).

1. Provide details about accessing your application using Mobile. Is your mobile functionality delivered using a Native App or a Hybrid App? Please indicate if mobile access can be configured (preferred) or customized to meet Oregon’s specific needs.

1. Provide details on how Competitive Range Proposer would successfully complete the data migration with various interface partners (identified in RFP Attachment H, requirements 11.11 through 11.15) and provide details on interfacing with these partners.

1. Provide more information about your sub-contractors, if applicable, and what specific services you plan on using them for.

1. Provide more information about any projects that may impact the services you would provide under this RFP. If you are working on or have worked on projects within the state of Oregon, please include them in your answer.

1. Provide more information about your detailed performance metrics and Service Level Agreements (SLAs) including how they are determined, measured, and validated.

Answers should be grammatically correct, concise, precise, relevant to the question asked. Answers that are not germane to the question, include extraneous marketing materials, sales puffery, or other irrelevant space filler, or are otherwise characterized by misspellings and grammatical errors will not score well.

Demonstration of User Stories This section outlines 14 categories, each comprised of key user stories. The categories represent capabilities needed to support the various roles and responsibilities within case management for Intellectual and Developmental Disabilities (“I/DD”). These categories include Accessibility, Account, Collaboration, Cloud Services, Customer Support, Dashboards, Data Governance, Decision Support, Design, Documentation, Integration, Reporting, Role Access, and Workflow. Each category provides the background and goals for the user story, along with the evaluation criteria.

3.1 Accessibility

The Accessibility section outlines information about two user stories that concentrate on WCAG 2.2 compliance and language accessibility.

3.1.1 WCAG 2.2

Background and Goals The Office of Developmental Disabilities Services (“ODDS”) assists nearly 33,000 individuals experiencing I/DD. Given that public access will be made available to individuals and families receiving I/DD services, adhering to Web Content Accessibility Guidelines (“WCAG”) 2.2 standards is critical for creating an inclusive case management system. By adhering to WCAG 2.2 standards, ODDS demonstrates a commitment to equitable service provision, enabling users with intellectual, developmental, motor, and visual impairments to effectively interact with the system. For ODDS, a system that is fully compliant with accessibility standards for all users is essential for facilitating effective communication, streamlining case management processes, and improving the overall quality of service delivery.

Scenario

a) Given that I require a keyboard to navigate, when I navigate through the application using tabbing, arrow keys, spacebar, and enter, then the navigation must be logical and predictable where the focus moves from left to right and top to bottom.

b) Given that I require screen reader technology, when I navigate through the application, then the screen reader must provide accurate auditory feedback about all on-screen elements, alternative text, and interactions.

c) Given that I have accessed a webform with inputs (radio button, dropdown menu, text field, etc.), when I proceed to enter information within the webform, then all fields must have proper labels, instructions, and error messages, and they must be accessible and usable via keyboard navigation and screen reader technology.

d) Given that I have accessed a table or chart, when I interact with these elements, then they must be structured in a way that is clear and intuitive, with proper headings, row and column labels, and accessible data formats.

e) Given that I may be asked for a Voluntary Product Accessibility Template (VPAT) report, when I go to generate the report, then it must be easily accessible so that I can show it to our interested parties.

3.1.2 Language Access

Background and Goals Language accessibility within the ODDS case management system is important for ensuring inclusive and effective service delivery. Language access recognizes the diversity of Oregon’s population, particularly tailoring to individuals with I/DD who face unique communication challenges. By prioritizing multilingual support and culturally sensitive translations, ODDS aims to foster clear understanding and promote equal access to services.

a) Given that I have accessed the application, when I navigate to the language settings, then I must have the option to select from a list of supported languages, including English, Spanish, Simplified Chinese, Traditional Chinese, Arabic, Vietnamese, Russian, Somali, and Korean.

b) Given that I select a language other than English, when I view any text content on the screen, then it must be displayed in the selected language, including menus, buttons, labels, error messages, and other user interface elements.

c) Given that I receive communication through correspondence or SMS, when I go to review the communication, then the correspondence or SMS must display the content in my preferred language while preserving the meaning, context, and intent of the communication.

d) Given that I interact with webforms with inputs (radio button, dropdown menu, text field, etc.), when I enter text in my preferred language, then the application must accept and display the text while preserving the meaning and context including validation messages and error handling.

3.2 User Account Management

The Account section provides information about a single user story centered around account management.

Background and Goals The establishment of a secure case management system is a high priority. The system must facilitate user-friendly account registration, robust login methods, and effective password management. The implementation of features such as two-factor authentication, facial recognition, and security questions, alongside traditional username and password logins, addresses the diverse needs and capabilities of all users. Ensuring these processes are straightforward and secure enhances the ability of individuals with I/DD to access and manage services autonomously while safeguarding sensitive personal and medical information. Adhering to regulatory standards like the Health Insurance Portability and Accountability Act (“HIPAA”), providing clear terms and conditions, further reinforces the commitment to user privacy and data protection.

a) Given that I am on the login page, when I input my username and password, then I must be able to successfully log in to my account.

b) Given that I want to add an extra layer of security, when I navigate to the security settings, then I must have options such as two-step multi-factor authentication (“MFA”) via email, phone, authentication app, or facial recognition.

c) Given that I use two-step authentication, when I log in with my username and password, then I must receive a code via email, phone, authentication app, or facial recognition prompt that I need to enter to complete the login process.

d) Given that I enter the correct code for two-step authentication, when I submit the code, then I must be successfully logged in to my account.

e) Given that I enter the wrong code for two-step authentication, when I submit the code, then I must receive an error message and be prompted to enter the correct code.

f) Given that I forget my password, when I click on the "Forgot Password" link, then I must receive an email with a temporary token or a time-limited link to reset my password.

g) Given that I receive a temporary token or time-limited link to reset my password, when I click on the link or enter the token, then I must be directed to a password reset page where I can enter and confirm a new strong password.

h) Given that I successfully reset my password, when I log in with the new password, then I must be able to access my account without any issues.

3.3 Collaboration Features

The Collaboration section provides information about a single user story centered around real-time communication using features such as chat, push notifications, etc.

Background and Goals The integration of collaboration tools is crucial for enhancing the effectiveness and responsiveness of the ODDS case management system. Real-time messaging and push notifications ensure that all users, including case managers and individuals with I/DD, stay informed and connected, facilitating immediate responses to needs and changes. Interactive tools like polls, surveys, and discussion boards empower users to actively participate in the decision-making process, leading to more personalized and effective services. The implementation of a comprehensive live chat system enhances direct communication, offering a streamlined, efficient way to handle inquiries and support requests. All this provides responsive and tailored services to individuals with I/DD, thereby improving overall service delivery and outcomes.

a) Given that I am logged into the application, when I receive a new message, mention, update, completed task, or any other relevant notification, then I must be notified in real-time through the application interface and/or via push notifications on my device.

b) Given that I need to communicate with others in real-time, when I access the chat feature, then I must be able to send and receive messages instantly without the need for page refreshes.

c) Given that I am using the chat feature, when I access the chat interface, then I must have access to a queue to handle incoming chat requests, allowing me to prioritize and manage chats efficiently.

d) Given that I want to review past conversations, when I access chat transcripts, then I must be able to view and search through chat transcripts to retrieve important information or references from past conversations.

e) Given that I receive push notifications for real-time updates and alerts, when I click on the notification, then I must be directed to the relevant section or conversation within the application, providing quick access to the information or action required.

f) Given that I want to manage my notification preferences, when I access notification settings, then I must be able to customize and manage my notification preferences, including turning on/off specific types of notifications, setting notification sound preferences, and choosing notification delivery channels (e.g., in-app notifications, email, SMS, etc.).

3.4 Cloud Service Delivery

The Cloud Service section outlines information about four user stories that concentrate on technology, security, performance, and continuous integration and continuous delivery (CI/CD). CI/CD automates the manual intervention traditionally needed to get new code from a commit into production, encompassing the build, test (including integration tests, unit tests, and regression tests), and deploy phases. With a CI/CD pipeline, teams can make changes to code that are then automatically tested and pushed out for delivery and deployment. CI/CD also allows for quicker feedback loops, ensuring that the final solution aligns closely with user expectations.

3.4.1 Technology, Security, Performance, and CI/CD Pipeline

Background and Goals This section serves as an introduction to requirements aimed at modernizing and enhancing the technological framework supporting case management services, with a special focus on aiding individuals with I/DD. It highlights the necessity for a system that is scalable, secure, and performs efficiently under the complexity and volume of data inherent in these services. The strategy involves integrating cloud-native technologies, microservices architecture, and stringent security measures, including end-to-end encryption and compliance with HIPAA regulations, to forge an adaptable and resilient operational environment. The goal is to facilitate effective and reliable service provision while safeguarding data integrity and confidentiality. The infrastructure is designed to sustain high user engagement and ensure consistent service availability, prioritizing user satisfaction and operational continuity. Additionally, the introduction highlights the critical role of a CI/CD pipeline in creating a dynamic, agile, and responsive case management system. This setup is crucial for meeting the changing needs of service users and business users, particularly within ODDS and Case Management Entities (CMEs), to ensure the delivery of timely, effective, and high-quality support to individuals with I/DD.

b) Given that the number of users, data, and transactions grows, when the system experiences dynamic resource allocation needs, then the cloud-based service provider technology must support auto-scaling based on usage patterns and performance metrics, offering horizontal and vertical scaling options to efficiently handle varying workloads.

c) Given that we require robust monitoring and analytics capabilities, when we implement monitoring tools and analytics solutions, then the cloud-based service provider technology must support comprehensive monitoring of system health, performance metrics, security events, and resource utilization, providing actionable insights for optimization and decision-making.

d) Given that we need to ensure security and compliance, when we implement identity and access management, encryption, and security measures, then the cloud-based service provider technology must offer robust security features, compliance frameworks, encryption options, and access controls to safeguard data, applications, and resources.

e) Given that we require Backup and Disaster Recovery capabilities, when we implement backup and disaster recovery solutions, then the cloud-based service provider technology must support reliable backup strategies, data replication, failover mechanisms, and recovery procedures to ensure business continuity and data resilience in case of disruptions or disasters.

b) Given that I want to ensure system integrity and reliability, when I enable automatic updates, then the solution must automatically apply security patches, software updates, and bug fixes in a timely manner without disrupting the system's operation or requiring manual intervention.

c) Given that I need to prepare for potential disruptions or disasters, when I review the business continuity and disaster recovery plan, then the solution must have a documented plan outlining procedures for data backup, recovery, failover, and continuity of critical operations in case of emergencies or unforeseen events.

d) Given that I want to protect sensitive data from unauthorized access, when I enable encryption capabilities, then the solution must support encryption algorithms such as AES (Advanced Encryption Standard) for data at rest and TLS (Transport Layer Security) for data in transit, ensuring data confidentiality and mitigating risks of data breaches.

e) Given that I perform regular security audits and assessments, when I conduct security testing and vulnerability scans, then the solution must provide tools or integrations to perform these activities, generate reports on security findings, and allow for remediation of identified vulnerabilities.

f) Given that I need to comply with industry regulations and standards, when I configure compliance controls, then the solution must support compliance frameworks such as the General Data Protection Regulation (“GDPR”) and Health Insurance Portability and Accountability Act (HIPPA)by providing features and configurations that align with regulatory requirements and facilitate compliance audits.

g) Given that I want to monitor and detect security incidents, when I enable security monitoring and incident response capabilities, then the solution must have built-in monitoring tools, alerting mechanisms for suspicious activities, and incident response procedures to mitigate security threats and respond to incidents effectively.

h) Given that I want to ensure ongoing security and compliance, when I review security logs and compliance reports, then the solution must provide comprehensive logs of security events, audit trails, and compliance reports to support continuous monitoring, analysis, and improvement of security posture and compliance status.

b) Given that the solution is operational, when measured over a period of one month, then the uptime rating must be at least 99.5%, with downtime not exceeding 3 hours and 36 minutes in total.

c) Given that users interact with web pages in the solution, when they access various pages, then at least 90% of the pages must have a response time of less than 400 milliseconds, measured from the time of request to the time of complete page load, ensuring fast and efficient navigation for users.

d) Given that the solution includes APIs for data exchange and integration, when API calls are made, then at least 90% of the API calls must have a response time of less than 400 milliseconds, measured from the time of request to the time of receiving a response, ensuring quick and reliable data access and integration capabilities.

e) Given that system performance is monitored, when performance metrics are evaluated, then performance reports must show that the solution consistently meets or exceeds the sub-400 millisecond response time targets for both pages and API calls, with metrics recorded and analyzed regularly to identify any performance bottlenecks or areas for improvement.

f) Given that there are fluctuations in user activity and workload, when the system experiences peak usage periods, then the solution must dynamically scale resources to handle increased concurrent user traffic, maintaining optimal performance and responsiveness during peak times while ensuring cost-effective resource utilization during normal load periods.

g) Given that system maintenance or upgrades are required, when scheduled maintenance or upgrades are planned, then proper communication must be provided to users in advance, and maintenance activities must be performed during non-critical hours to minimize user impact and maintain the 24x7 availability commitment with a 99.5% uptime rating.

b) Given that automated tests are included in the CI/CD pipeline, when code changes are built, then the automated tests must be executed to ensure code quality, functionality, and compatibility across different environments (e.g., development, staging, production).

c) Given that the development team follows Agile software development practices, when planning releases, then the solution must support rapid release deployment options, allowing for daily, weekly, and/or monthly releases based on the team's iteration cycles and business requirements.

d) Given that Agile ceremonies are part of the development process, when conducting JAD (Joint Application Design) sessions, Meta Scrum meetings, Product Increment Planning, Scrum of Scrums (SoS), and other Agile ceremonies, then the solution must provide collaboration tools and features to facilitate these ceremonies, such as real-time communication, backlog management, sprint planning, and progress tracking.

e) Given that the development team needs visibility into the release process, when monitoring release progress, then the solution must provide dashboards, reports, and metrics to track the status of code changes, build and test results, deployment stages, and overall release timelines, allowing users to make informed decisions and adjustments as needed.

f) Given that the development team requires version control and code management, when using version control systems (e.g., Git) and code repositories, then the solution must integrate with these tools to manage code branches, version history, code reviews, and merge requests, promoting collaboration and code quality within the development team

3.5 Customer Support

The Customer Support section provides information about a single user story centered around the need to have exceptional customer support.

Background and Goals This section highlights the importance of having a robust support system that ensures high availability and reliability for case management services. The emphasis on achieving high system uptime guarantees that the case management system remains operational and accessible, reducing the risk of service disruptions. Additionally, the provision for detailed user documentation and proactive support for system updates enhances the usability and stability of the service. This foundation is essential for ensuring that services for individuals with I/DD are not only accessible but also consistently delivered at the highest standard.

a) Given that a user requires assistance, when they reach out to customer support through the designated channels (e.g., email, phone, chat), then the solution must provide prompt and effective responses according to predefined SLAs.

b) Given that users need access to information and resources, when they navigate to user guides and frequently asked questions (FAQs), then the solution must offer comprehensive documentation with clear instructions, troubleshooting steps, and answers to common questions.

c) Given that the solution undergoes updates and enhancements, when new versions or features are released, then the solution must provide timely communication to users about the updates, including release notes, changelogs, design documentation, and any impacts on functionality or usage, ensuring transparency and readiness for changes.

d) Given that users provide feedback or suggestions for improvements, when feedback is collected, then the solution must have mechanisms to gather, analyze, and act upon customer feedback.

e) Given that users encounter issues with the solution, when issues are resolved, then the solution must provide follow-up communication to users, acknowledging the issue resolution and gathering feedback on the support experience to identify areas for improvement ensure customer satisfaction.

3.6 User Dashboards

The Dashboards section provides information about a single user story centered around the need to have configurable dashboards.

Background and Goals The implementation of configurable dashboards is critical for case management as it equips users with the tools to manage workloads and analyze vast amounts of data efficiently and effectively. For case managers, having the ability to configure dashboards would allow them to track and manage their daily tasks and due dates. The dashboard would also allow them to prioritize tasks based on urgency, enabling them to respond more effectively to client needs. Lastly, dashboards must provide the ability to analyze data to support data-driven decision making.

a) Given that I log in to the system, when I access my dashboard, then I must see a configurable layout with sections for client data, pending activities, task lists, tabs, links, status indicators, filtering and sorting option, task assignment features, dependencies management, collaboration tools, alerts, activity feeds, and workload balancing functionalities.

b) Given that I have a pending activity, when I view my dashboard, then I must see clear indicators for pending items, including task statuses (e.g., pending, in progress, completed), deadlines, priorities, and assigned responsibilities, allowing me to prioritize and manage my tasks effectively.

c) Given that I need to monitor due dates, when I check my dashboard, then I must have sections displaying due dates with relevant client information, and options to take necessary actions, ensuring timely and proactive management of client-related tasks.

d) Given that I need to collaborate and communicate with team members, when I use the collaboration tools on the dashboard, then I must have features such as commenting, sharing, task assignment, notifications, and real-time updates, facilitating collaboration, communication, and coordination among team members.

e) Given that I want to monitor workload and balance tasks, when I use the workload balancing features on the dashboard, then I must see workload distribution charts, resource allocation metrics, and options to adjust task assignments or priorities based on workload insights, optimizing resource utilization and ensuring balanced workloads across the team.

f) Given that I need to stay informed about critical updates and alerts, when I set up alerts on the dashboard, then I must receive notifications and alerts for important events, deadlines, changes in task statuses, and other relevant updates, keeping me informed and enabling proactive action.

g) Given that I want to visualize and analyze data, when I access the data visualization dashboard, then I must have interactive graphs, charts, and visualizations displaying real-time data, with options for filtering, drill-down, comparing data sets, geospatial visualization, trend analysis, labeling, formatting, and configurable views, allowing me to gain insights, identify trends, and make data-driven decisions.

h) Given that I want to export data or reports, when I use the export features on the dashboard, then I must be able to export data, charts, graphs, and reports in various formats (e.g., PDF, Excel, CSV) for further analysis, reporting, or sharing with users as needed.

3.7 Data Governance

The Data Governance section provides information about a single user story centered around the need to have sound data management and governance capabilities.

Background and Goals Establishing rigorous data management frameworks is critical. Having access to real-time data, structured databases, and secure data handling practices underlines the importance of a system that is both responsive and reliable. The specifications for data governance, including comprehensive data validation, secure file transfers, and advanced data retrieval and archiving, are essential for maintaining data integrity and ensuring timely access to pertinent information. This approach facilitates informed decision-making and efficient service delivery, directly impact the quality of care and support provided to individuals with I/DD. Furthermore, adherence to these requirements ensures compliance with compliance standards and promotes a trust-based environment where the privacy and rights of individuals are safeguarded.

a) Given that I am accessing the application, when I request real-time access to database data, then the application must provide immediate access to data stored within a well-structured and normalized database, ensuring data integrity through validation rules, optimized data retrieval using indexes and caching mechanisms, and regular backups and recovery strategies in place.

b) Given that I need to integrate data from various sources, when I use standard ETL tools, such as SQL Server Integration Services (SSIS), then the solution must support ETL processes for extracting data from source systems, cleansing and staging data for transformation, and loading transformed data into the new solution, facilitating efficient data integration and management.

c) Given that I want to organize and understand data assets, when I access the data catalog, then the solution must offer search capabilities to find relevant datasets, extract metadata (e.g., data source, description, schema), allow filtering based on attributes, provide detailed descriptions of each dataset (e.g., purpose, content, usage), display data lineage to show relationships and derivation of datasets, and offer relationship mapping to visualize relationships between tables, enhancing data organization and understanding.

d) Given that the solution needs to handle scalability, when a large number of users and data volume are present, then the solution must handle the load without compromising performance, track user interactions, collect relevant analytics data for analysis and reporting, and receive regular updates and bug fixes to maintain performance, address issues, improve functionality, and provide new features.

e) Given that users may need offline capabilities, when users collect data offline, then the solution must allow data collection and storage offline, with data syncing with the server once back online, enabling users to perform tasks and access limited features offline and ensuring data continuity and availability.

3.8 Decision Support

The Decision Support section provides information about a single user story centered around the need to have access to configurable rulesets and decision support tools.

Background and Goals The requirements for decision support highlight a crucial need in streamlining decisions and processes, ultimately leading to better outcomes for individuals and families. This category highlights the importance of precision and efficiency in managing cases, facilitating a more responsive and accurate service delivery for individuals with I/DD. Through the implementation of a rules engine, the system aims to automate and streamline complex processes like eligibility determinations, due date tracking, and service coordination. By integrating tools for automated help and decision support, CME representatives will be able to make informed decisions and manage cases more effectively.