Final QuestionandAnswer.pdf

Q&A Enterprise Case Management System

Uploaded on 1 February 2022

1) You mention that HHS OIG has 1 Washington DC office, 9 regional offices and 90 field offices.

a. Is some or all user training is expected to be provided in-person?

No, arrangements for training may occur over applications such as MS Teams or Zoom.

b. How many offices would trainers be expected to visit?

At minimum, our HQ office in Washington DC. However, most likely training may be conducted remotely.

c. How many users are in each of these locations?

Approximately 900 case management users throughout OIG.

2) Purpose and Objectives Section, Capability Statement, Item 2:

a. What level of specificity are you seeking on the product’s licensing terms? As much detail as possible as this will assist with OIG’s ongoing market research and the expected level of effort.

b. Are there specific factors where you’re seeking clarification on pricing? Looking for a general understanding of licensing costs and terms.

c. Are there specific legal clauses you’re seeking to ensure are included? No specific legal clauses, however HHS OIG seeks what current capabilities vendors can offer in efforts to facilitate legal compliance with respect to a Federal case/complaint management system.

3) Purpose and Objectives Section, Capability Statement, Item 2:

We’ve implemented case management systems for dozens of investigative agencies and have found it to be far more cost-effective to conduct integration and configuration work remotely with the agency over a series of meetings. Would this be acceptable to HHS OIG?

Yes.

4) Is the expectation that the enterprise case management system will be hosted internally at OIG (on-premise or cloud) or externally with the vendor.

The case management solution should preferably be hosted in a Fedramp-approved cloud provider;

however, alternative cloud computing services and software solutions will also be considered. Per cloud solution, all data at rest shall reside within the contiguous United States, the District of Columbia, and Alaska (CONUS). The cloud solution must also have achieved, at minimal, a FedRamp-moderate authorization.

5) What systems will the enterprise case management system need to integrate with?

Two internal systems that the legacy system interact with are bidirectional. The legacy also exports data (unidirectional) to six external systems.

6) Has an ATO (Authority to Operate) been completed for the current system?

Yes.

7) Has an ATO impact level been determined and/or documentation been started for the new replacement system?

No.

8) Is the ATO in the scope of the contract?

TBD.

9) How many unique case types/templates does the agency work?

Approximately 3 to 4 case types.

10) Approximately how many records are created daily/monthly?

Approximately 400 records per month.

11) Approximately how many of the 700 trained users will use the application concurrently?

TBD but surge may be expected up to 50%

12) Approximately how many data points are collected per case?

Approximately 80 data points.

13) Approximately how many records will need to be migrated?

The IRIS database contains 411 tables including the temp tables (135).

Total size of the IRIS schema is 77GB (64%).

The main core tables are Cases : 221412 records Case subjects : 347685 records Central Index: 1592919 records Time Hours: 276026744 records

Time Items: 5943325 records

ECF (Electronic Case File) in current ECF server as of last night.

TOTAL SIZE OF ALL FILES: 2,576 GB

TOTAL ECF FILES: 2,444,519

Total number of reports in IRIS: 375 reports

14) Approximately how many modifications to the software (data sets/workflows/etc.) are necessary/occur in a given year?

12-15 on average annually.

15) Is in-person training necessary, and if so, at how many locations?

No.

16) What, if any, access to SMEs will be available?

SMEs may be made available upon request.

17) Will blank templates for current cases/workflows be made available to applicants?

TBD.

18) How many integrations or third parties’ data sources will the case management system need to connect with?

Approximately 2 application integrations with approximately 6 data exports to outside Federal agencies.

19) Is there a preference for a cloud-hosted solution or an installed On-Premise solution?

The case management solution should preferably be hosted in a Fedramp-approved cloud provider;

however, alternative cloud computing services and software solutions will also be considered. Per cloud solution, all data at rest shall reside within the contiguous United States, the District of Columbia, and Alaska (CONUS). The cloud solution must also have achieved, at minimal, a FedRamp-moderate authorization.

20) What data migration needs to occur? Please provide the systems and the amount of data to be migrated?

See answer to #13.

21) Approximately how many standard reports will the new system need to have?

Approximately 375.

22) Are you considering rolling out to a smaller group or region before rolling the application out to the entire organization?

Yes, a potential consideration.

23) What is the page count for the response?

No page count.

24) Is there a preference for the term of contract, for example 1 base and 4 option years?

We are exploring all available contract options at this time.

25) Would the government be willing to sponsor a FedRamp certification?

TBD.

26) Would the government be willing to host the solution in a private GovCloud as a substitute to FedRamp certification?

The case management solution should preferably be hosted in a Fedramp-approved cloud provider;

however, alternative cloud computing services and software solutions will also be considered. Per cloud solution, all data at rest shall reside within the contiguous United States, the District of Columbia, and Alaska (CONUS). The cloud solution must also have achieved, at minimal, a FedRamp-moderate authorization.

27) Can the government advise approximately how the 900 users break down across roles such as attorneys, analysts, auditors, and investigators?

Approximately 75% investigators / 25% attorneys.

28) With regard to the functional requirement, "Management of documents, images, audio, and video files," is the government looking for an evidence management module for this functionality.

Yes - the existing legacy system contains an electronic case file repository that stores and manages electronic evidence.

29) The government asked for information about respondent’s capabilities regarding complaint operations. Can the government provide more detail about the requested "complaint handling" process? For example, are there multiple types of complaints with complex workflows (e.g.

whistleblower, legal challenges, etc.)

Correct - approximately 3 to 4 case types.

30) Is there a need to integrate with an external timekeeping system (such as Deltek or Kronos)?

Not currently.

31) To what degree does the government require the time tracking capability to be fully automated within the system? For example, is there a need to clock in and out, track time taken to complete audit steps and automatically calculate project costs based on team member hours and rates?

Yes, the ability to track direct and indirect time will be needed. Also, the requested system will integrate complaint and case management with time management coupled with case activity.

32) Within the Capability Statement Question 2 numbering seems to be out of sequence. Can you clarify or confirm that this is correct as written to insure there is nothing missing from the statement? Information regarding Respondent’s: (a), (b), (c), and (f), Information regarding Respondent’s (a), (b), (c), (d), (e), (f), (g).

Typo on lettering. Nothing was excluded.

33) Is OI’s current case management system platform FedRAMP certified?

Yes.

34) Of OI’s 700 actual users, how many are concurrent users? Can you provide metrics for peak usage?

Approximately 50% of 700 users.

35) With regard to a “mobile friendly” interface, does OI require all functionality of the system to be available via mobile devices? Yes. Are there elements of the system’s interface that are high priority for mobile?

No identified elements – just core functionality over mobile.

36) The RFI asks for "information about any Government Wide Acquisition Contract (GWAC) (e.g., NITAAC) or Federal Supply Schedule Contract from which the training services could be procured;" however, the anticipated scope of work appear to be broader than just training services. Is the Government looking for any information on GWACs or FSS contracts that can support additional IT services beyond training services?

Yes

37) What is the average size of an individual document, image, or audio/video file stored for a case?

Don’t have this precise figure as individual file sizes can be wide-ranging. However, the electronic case file is approximately 2,576 GB (contains files such as MS Word, PDFs, etc).

38) Are all 700 users working cases and responding to cases? If so, are there additional users who will submit cases?

Not all are responding/working cases, some are monitoring / read-only. No additional users.

39) Do you have any e-signature requirements for the documents generated as part of your process?

Yes.

40) Are there any requirements around encryption?

The case management solution should adhere to Federal Information Processing Standards (FIPS) in order to act in accordance with the Federal Information Security Management Act of 2002 (FISMA) and the Federal Information Security Modernization Act of 2014 (FISMA2014).

Uploaded on 24 January 2022

1. What contract vehicle will be used for this procurement?

Will update when available.

2. Is this funded FY2022?

Yes.

3. P. 2, Purpose and Objectives: Re. clarification of “past implementation” – “The Government states in the sam.gov description, ‘The ideal solution will involve no software development work and minimal integration effort past implementation.’ Will the Government clarify if ‘past implementation’ refers to the existing complaint and case management system or has a pilot replacement been implemented?”

There’s no pilot. The “past implementation” refers to post implementation of the required enterprise case management solution.

4. P. 2, Purpose and Objectives: Re. clarification of “minimal integration” – “To smartly answer questions 2.a-g, particularly to our experience and level of effort for what ‘minimal integration’ would entail, will the Government share the technical architecture of the current system: GOTS or COTS, current base software platform, environment (cloud fixed), etc.?"

The existing legacy system consists of the following technical specifications:

Internet Information Services (IIS) v. 10, Oracle 19, .Net (Version 4.6.2), Microsoft Server 2016, Hosted in the Amazon Web Services Cloud Additionally, the existing legacy system supports a number of internal and external applications or entities, including data import/exports export to various internal OIG systems that also support our Office of Investigations as well as data exports to numerous outside Federal agencies.

5. Does the OI anticipate program growth during the period of performance that will require additional personnel to be onboarded for this work?

Not initially, however user growth may increase 10-20% within or beyond the period of performance.

6. Does the OI anticipate program contraction during the period of performance that will require personnel reduction for this work?

We do not anticipate personnel reduction during the period of performance.

7. Does the OI currently use, own, or have access to any COTS product licensing? If so, what are the names of those products?

No

8. Does the OI have a preferred COTS solution, or is the OI open to any COTS solution?

Open to any COTS case management solution.

9. Will the contract include licenses for the COTS solution and other dependent systems interfacing with the COTS solution, or does the OI plan to purchase and provide enterprise licenses for the vendor?

Contract will include licenses for the COTS solution. Licenses for the interdependent systems are handled by OIG.

10. How many and what types of application integrations exist with the legacy system?

Approximately 2 application integrations with approximately 6 data exports to outside Federal agencies.

11. Is there a decommissioning deadline for the existing legacy system?

Not at this time.

12. Can you share the user stories that would be part of this development to help with estimating the

ROM?

Not at this time but if applicable information should be available later in the procurement process.

13. What is the budget for this work?

We have not reached that far in the process, we are doing Market Research to determine if the product and/or services are available in industry.

14. What is the volume of legacy data that will need to be migrated to the new system as part of this work?

Approximate size of the legacy system is 77GB.

15. What is the volume per month for the existing complaint and investigative cases?

Roughly on average 400 complaint/investigative cases per month.

16. What is the current average case review and completion time from the beginning of case opening to resolution?

This depends. Cases can last up to 8 months or for many years. Also, cases that are initially closed can routinely be re-opened.

17. In the RFI Objectives it states: ‘The ideal solution will involve no software development work and minimal integration effort past implementation.’ Can you provide additional details about the integrations referenced in this statement? For instance, which systems would you integrate with, and would they be unidirectional or bidirectional?

Two internal systems that the legacy system interact with are bidirectional. The legacy also exports data (unidirectional) to six external systems.

18. In the RFI Objectives, it states: ‘The ideal solution will involve no software development work…’.

Are you open to implementation services for configuration of the application but no backend development work or are you looking for a completely out of the box solution?

The OIG recognizes that some of its requirements may not fit a commercial model and, therefore, prefers a solution that can be configured or has a rules engine allowing customization without coding. If this is not possible, the contractor will limit custom code necessary to integrate components/interfaces with the legacy system and/or establish interfaces with other internal / external systems.

19. Related to ‘Application interface capabilities to share real time information with other applications and partners…’. Can you provide a list of the other application interfaces, as well as number of partners who will require access?

Approximately 2 application integrations internal to OIG with approximately 6 data exports to outside Federal agencies.

20. It appears the current system being used by OIG is self-hosted, would OIG be open to a cloud-based case management solution?

Yes. However, per the cloud solution, all data at rest will reside within the contiguous United States, the District of Columbia, and Alaska (CONUS). The Cloud solution must also have achieved at least a FedRamp-moderate authorization.

21. Can OIG explain more about their current Case Management system and workflows: How many workflows are managed through the current platform? How many people are involved in each process? What sort of information is shared across each process? How many forms are involved across the completion of each process? What metrics is each process managed by?

This will take some time to generate, will update here when available.

22. With some SaaS software, different license options allow for different access and record update controls, which can result in different pricing options. Does OIG currently have documented Persona groups that will better inform the types of licenses that each Persona group will need?

No but approximately 900 total licenses/users.

23. Can OIG please provide estimates on data currently supported by this platform? What is the breakout of this data? How many GB are file-related (PDF, Word, Excel, etc.)?

The legacy system schema is approximately 77GB. The attached electronic case file is approximately 2,576 GB (contains files such as MS Word, PDFs, etc.).

24. Can OIG please provide additional insight into the support channels (i.e.- Chat, email, phone, web) that will need to be supported by this new solution?

Support channels exist thought email, phone, and an internal help-desk web-based system.

25. What is the volume (monthly / yearly) of cases being handled through the current solution? If OIG can provide any metrics according to the type of case, that would be quite helpful in devising the right solution.

Roughly on average 400 complaint/investigative cases per month (5,000 complaints thus far).

26. How many reports currently exist that will be needed for migration into our solution?

Approximately 375 reports.

Uploaded on 19 January 2022

• Is this ongoing work or a new requirement? If it is ongoing, who is the incumbent contractor?

New requirement.

• What is the incumbent contract number?

N/A

• Are any specific technologies, databases being used currently for the current system?

The current system consists of the following technologies:

Internet Information Services (IIS) v. 10, Oracle 19 .Net (Version 4.6.2) Microsoft Server 2016 Hosted in the Amazon Web Services Cloud

• Does the data from legacy system need to be migrated into the new system?

Yes

• In what format would the legacy data be available?

Legacy data resides within a Oracle v19 database.

• When does the Government want the new system to go live?

TBD – however the management objective is to allow the contractor maximum flexibility to innovatively manage the projected schedule.

• Is training needed for HHS staff for using the new system?

Yes.

• Is there a need for maintenance, enhancements and end user support?

Yes.

• Do any interfaces need to be built for the system with other existing agency systems?

Yes. An interface will need to be built for the existing legacy system and its application integrations.

• Where would the system be hosted? Can we (contractor) host it?

The applications’ case management solution should preferably be hosted in a FedRamp-approved Cloud;

however, an alternative Cloud Computing services and software solutions will also be considered. The host solution, at a minimal, must have achieved at least a FedRamp-moderate authorization.