Q_A Spreadsheet Solicitation RMS_RFP26-27-04.pdf

9/10/2026 DOR VENDOR SOLICITATION QUESTIONS ANSWER SUBMISSION

# QUESTION

SECTION

NUMBER

SECTION TITLE

PAGE

NUMBER(S)

EXACT TEXT (IF APPLICABLE) DEPARTMENT'S RESPONSE/ANSWER

Section 3.16 states the Cost Data Volume has a maximum of 250 points.

However, the formula provided states: (Lowest price factor / price factor being compared) x 75 = Cost Proposal points. This formula yields a maximum of 75 points, not 250. Please clarify the correct maximum point value for the Cost Proposal and confirm the formula to be used for cost scoring. 3.16

COST DATA VOLUME III

SCORING

Cost Proposal Points - MAXIMUM COST

PROPOSAL POINTS POSSIBLE IS 250

POINTS

Addendum 1 issued to change total cost points from 250 to 75 in Section 3.16 C. Also provided clarification in Section 3.17, Total Proposal

Scoring. See replacement pages 32A-1 and 33A-

1.

Section 2.12 requires Contractor Pollution Liability insurance of not less than $5,000,000 each occurrence and aggregate. This RFP is for a web-based Software as a Service (SaaS) platform with no physical work sites, no environmental remediation, and no handling of hazardous materials.

Please clarify whether Pollution Liability insurance is required for this

SaaS contract, or whether this requirement can be waived or reduced given the nature of the services.

2.12

INSURANCE

REQUIREMENTS

19 A. General

… and Contractor Pollution Liability coverage with limits not less than

$5,000,000 each occurrence and aggregate. …

Addendum 1 issued to delete language regarding

Contract Pollution Liability coverage with limits not less than $5,000,000 each occurrence and aggregate in Section 2.12, Insurance

Requirements. See replacement page 19A-1.

Solicitation # RMS RFP 26/27 - 04

Section 2.2.1.A.9 states that response choices vary based on elapsed time. The RFP specifies a 10-minute window for Work and Non-Work

Activities, then states "after ten minutes, the choices would be different" and "after an hour, the choices could change again, but would be limited to Non-Work Activities." Please clarify the exact response choice thresholds:

- What response choices are available between 10 minutes and 1 hour?

- What response choices are available between 1 hour and 24 hours?

- After what time are no response choices available?

- Is the 72-hour delegate response window limited to Non-Work

Activities only, or does it have its own set of choices?

2.2.1.A.

9 Clerk of Court Surveys 9 & 10

9. Provide the ability for response choices to vary based on the elapsed time from sending of the survey email. For example, within the first ten minutes, choices are available for “Work Activities”

Examples of responses that must be responded to by the participant within 10 minutes from the time the survey is received are work activities which include but are not limited to: working on

IV-D case, SDU Lockbox processing, working on a

Private case, CSE – Undetermined Type work, Non-CSE work, Administrative work.

Examples of responses that can be responded to by the participant in more than 10 minutes and less than 1 hour from the time the survey is received are non-work activities which include but are not limited to: on a scheduled break, at lunch (outside of the office's excluded lunch hour), Other Personal Business (in restroom on a personal phone call, getting coffee or water.

Examples of responses that can be responded to by the participants supervisor within 72 hours from the time the survey is received are work related out of office activities which include:

attending court and traveling to or from court.

Surveys cannot be responded to after 72 hours and are considered missed moments.

Section 2.2.1.A.19 states "Provide the same number of possible moments to every participant that is a participant for the entire monthly survey within the same survey group." How should the system handle participants who are added or removed mid-month? Should they receive a pro-rated number of moments based on their active days, or should they be excluded from the survey cycle until the following month?

2.2.1.A.

19 Clerk of Court Surveys 10

19. Provide the same number of possible moments to every participant that is a participant for the entire monthly survey within the same survey group.

Survey participants are only added at the beginning of the month. New hires and terminations are reflected in the following month.

Section 2.2.1.B.3 states "participant responses must not require a login" for internal Child Support Program surveys. However, Section 2.2.1.B.7 requires the system to record the participant and the selected response. Please clarify how participant identity should be captured and verified for internal surveys when no login is required. Is participant identification embedded in the survey link token, or is there another mechanism?

2.2.1.B.

Child Support Program

Internal Surveys 11

3. For internal surveys, participant responses must not require a login. The system will record the participant, the response, date and time of survey origination, date and time of survey response and survey identification.

7. The system must record the participant, the selected response, the sent date/time of survey, and the date/time of the response. The DOR Administrator must be provided raw survey data upon request or have the ability to download the raw survey data.

Participant identity should be captured through an email verification step as participants are identified and their information is uploaded to the system. There exists a variety of ways to link the response to the email recipient and capture the responder. Participants should not have to enter a login and password to respond to the survey that is sent to them in an email. For internal surveys DOR team member name is in the email address.

Section 2.3.5 states a financial consequence of $1,000 per day for each day cutover is delayed. Please confirm whether this penalty begins accruing from the scheduled cutover date of June 1, 2027, or from the date specified in the approved Project Plan. If the Project Plan specifies an earlier cutover date, does the penalty apply from that date or from

June 1, 2027? 2.3.5

Financial Consequences at

Start-Up and other

Remedies 16

2. If the Contractor does not achieve successful cutover according to the project schedule, a financial consequence of $1,000 per day for each day cutover is delayed will be deducted from vendor’s compensation for the

Implementation Phase of the project

(Start-Up, Attachment L). The financial consequences specified in this paragraph do not apply if the failure to perform is due to circumstances beyond the Contractor’s control, as determined by the Department.

A financial consequence applies if the vendor does not achieve successful cutover according to the project schedule. See 2.3.5.2 of the RFP.

Section 1.8 states that renewal costs must be included in the proposal and are subject to the same terms and conditions. Can the vendor propose a different pricing structure for renewal years (e.g., flat rate vs.

escalating rate), or must renewal pricing follow the same escalation pattern as the initial term? Are there caps on annual price increases during renewal years? 1.8

APPROVAL TERM &

RENEWALS 7

The Department reserves the right to renew any Contract resulting from this

RFP. Renewals shall be subject to the terms and conditions set forth in the original Contract, and subsequent amendments and may be for the original term of the Contract or for a period that may not exceed five (5) years. The renewal may be divided into increments (e.g., five (5) one-year renewals), may be for a complete term

(e.g., one renewal for three years or the original term of the contract), or a combination thereof (e.g., one two-year renewal followed by one one-year renewal). Renewals are contingent upon a satisfactory performance evaluation by the Department, and must be authorized by mutual agreement in writing, prior to Contract expiration.

Proposers shall include the cost of any contemplated renewals in their

Proposal, and the renewal, if any, is subject to the same terms and conditions set forth in the initial

Contract and subsequent amendments.

Yes, the vendor can propose a different pricing structure for renewal years. There are no caps on price increases during renewal years. The annual payment may not exceed $60,000. See

Attachment L on page 58 of the RFP.

Section 2.6 states the contractor shall notify the Department's contract manager "within one hour of a suspected or confirmed breach of confidential information." Please confirm:

- Does the one-hour notification requirement apply to suspected breaches that have not yet been confirmed?

- What information should be included in the initial notification?

- Is there a follow-up reporting requirement after the initial notification? 2.6

CONFIDENTIALITY AND

DATA SAFEGUARDING 16

The selected Proposer, its employees, agents, and subcontractors, shall treat and maintain email addresses, Participant IDs, surveys and survey results as confidential information. The information provided may be used only for purposes of administering the contract, if awarded, and may not be used or disclosed for any other reason without the Department’s expressed, written consent. The awarded

Contractor shall notify the

Department’s contract manager within one hour of a suspected or confirmed breach of confidential information.

Yes, the one hour notification requirement applies to suspected breaches that have not yet been confirmed. The initial notification should include what the vendor knows about the suspected breach. Yes, there is a follow-up reporting requirement after the initial notification to provide status updates.

Section 4.6.A.1 specifies a 5-page maximum for the Transmittal Letter.

Are there page limits for any of the 10 Technical Volume tabs (Tabs 1-

10)? If so, what are the limits for each tab? If no limits are specified, is there a recommended maximum length? 4.6.A.1 TAB 1: Transmittal Letter 39

Each Respondent must prepare and include a Transmittal Letter of no more than five (5) pages total that summarizes the key points from the Respondent’s Administrative, Technical and Cost volumes.

Yes, there is a 10 page limit on Tab 1. On the other tabs there is no page limit or recommended maximum length.

Section 2.2.1.C.1.f states "Reports must have calculated fields. Formulas for calculated fields are attached" and references Appendix 2 and

Appendix 3 in the Procurement Library. We have reviewed the

Procurement Library page at https://floridarevenue.com/Pages/Random-Moment-Sampling.aspx but could not locate these appendices. Please confirm the URL where

Appendix 2 (calculated field formulas for Survey Report by Month) and

Appendix 3 (calculated field formulas for Survey Percentages) can be found, or provide them directly.

2.2.1.C.

1.f Reporting Requirements 11

f. Reports must have calculated fields.

Formulas for calculated fields are attached.

Appendixes 2 and 3 are available now on the

Vendor Information Portal (VIP).

Exhibit 3 references the "Statistical Methodology for a Random

Moment Sample, September 1, 2024" which is federally approved and binding. Is this document available in the Procurement Library, or can it be provided directly? The vendor needs to understand the statistical methodology to ensure system compliance.

EXHIBIT

3:

STATISTI

CAL

METHO

DOLOGY 65

Statistical Methodology for a Random

Moment Sample September 1, 2024

Exhibit 3 is the federally approved RMS methodology. This is part of the RFP and not in the procurement library.

Section 2.3.1.A.6 asks the project plan to address "Data conversion or transition approach, if applicable." Will FDOR provide data exports from the current vendor system in a standard format (CSV, JSON, XML)?

What is the expected data volume for migration (number of participants, survey groups, historical survey results)? Is there a data dictionary or schema available for the current system? 2.3.1 Project Plan 13

The project plan should also address: 6.

Data conversion or transition approach, if applicable

There are no data exports or data migration from the current vendor system.

Section 2.1.2 states the current system generated 186,150 survey emails in 2025 for Clerk of Court activities and additional emails for internal surveys. Does FDOR have specific requirements for email delivery infrastructure (e.g., SPF, DKIM, DMARC authentication)?

Are there restrictions on using cloud-based email services (e.g., AWS

SES, SendGrid) for survey distribution? Does FDOR require a specific sender domain or reply-to address? 2.1.2 Background 8

There are no specific requirements for email delivery infrastructure. There are/are not restrictions on cloud based email services. DOR does not require a specific sender domain or reply-to address.

Question 2 to be answered and posted at a later date.

Section 2.1.3.1 states approximately 330 participants and 200 delegates currently. The contract term is 66 months with 5 one-year renewals

(potentially 11 years total). Does FDOR anticipate growth in participant numbers over the contract term? What is the projected maximum number of participants, delegates, and survey groups the system should be designed to support? 2.1.3.1

Clerk of Court Surveys –

Monthly 8

The system should be sized based on the current need with the possibility of minimal growth.

We have attempted to access the Procurement Library at the URL provided (https://floridarevenue.com/Pages/Random-Moment-

Sampling.aspx) and the page appears to have limited content visible.

Are additional documents (Appendix 1-6, sample contract, calculated field formulas, statistical methodology) available at a different URL, or can they be emailed to registered vendors?

IMPORTAN

T NOTICE

TO

VENDORS,

1. PROCUREMENT

LIBRARY 2

Appendixes 1-6 are available now on the Vendor

Information Portal (VIP).

There appears to be a conflict between the reference-form instructions.

Section 4.6, Tab 10 states that Attachment I (Proposer Reference Form) is inserted in Volume I, Tab 3, and that Attachment J (Customer

Reference Form) must be emailed separately by the customer. Section

5.1 lists Attachment J in Volume I and does not list Attachment I. Please confirm which form belongs in the proposal package and which form customers must email separately to the Procurement Officers.

4.6.B.10

/ 5.1

Customer References /

Submittal Checklist 43 / 45

Information for these references must be provided in Attachment I: Proposer

Reference Form and inserted in Tab 3 of the Volume I Administrative.

The Proposer Reference Form (Attachment I) is submitted in Volume I Administrative, Tab 10.

The Customer Reference Form must be emailed separately by the customer to the Procurement

Officers. See replacement pages 43A-1, 45A-1 and 55A-1.

Section 4.6.A.1 requires the Transmittal Letter to summarize key points from the Administrative, Technical, and Cost volumes. Sections 3.4.J and 4.6 prohibit cost information in Volumes I and II. Please confirm that the Transmittal Letter must not include prices, rates, or totals.

4.6.A.1 /

3.4.J /

4.6

Transmittal Letter /

Vendor Admonishments /

Format 39 / 21 summarizes the key points from the

Respondent’s Administrative, Technical and Cost volumes.

Confirmed, transmittal letter must not include any prices, rates, or totals.

Please confirm the required proposal package: (a) one paper original of each of Volumes I, II, and III; (b) one USB thumb drive per volume; (c)

Volume II USB contains one PDF plus a separate MP4 file; (d) no additional paper copies are required; and (e) each USB may be placed inside the corresponding sealed volume container. 4.3 / 4.6

Delivery / Format, Content, Quantity and

Media 36-44

The Vendor shall include on the USB thumb drive for Volume Two a separate file of the MP4 video presentation required in this section. Confirmed

Section 4.6, Tab 4 requires a pre-recorded MP4 demonstrating the vendor’s existing product and service. Tabs 2 and 6 allow vendors to identify requirements the current product does not yet support, and

Section 2.3 includes configuration, testing, training, and cutover. Please confirm whether a vendor may propose a configurable SaaS solution that will be completed during the Implementation Phase, and whether the video may demonstrate current functionality plus planned configuration, or only features already in production.

4.6.B.4 /

4.6.B.2 /

2.3

Video Presentation / Work

Requirements / Start-Up

41-42 /

Vendors must produce a pre-recorded

MP4 video presentation that demonstrates the functionality of the vendor’s existing product and service.

Yes, the vendor may propose a configurable

SaaS solution that will be completed during the

Implementation Phase. The video presentation should be limited to features already in production. See page 42 Tab 4: Video

Presentation in the RFP. Under Tabs 2 and 6, the vendor is required to identify and list any requirements in the RFP that the vendor's system does not currently support or perform.

Attachment J requires a minimum of three customer references for commodities or contractual services of similar scope and size. Please confirm what FDOR will accept as similar scope and size. For example, is other random-moment sampling or time-study work acceptable, is a large multi-site survey platform acceptable, or must references be limited to prior Title IV-D / Clerk of Court RMS work? 4.6.B.10 Customer References 43-44 commodities and/or contractual services of similar scope and size as those identified in the RFP

References for RMS projects other than Title IV-

D/Clerk of Court are acceptable.

Please confirm whether the awarded vendor must send survey notification emails from the vendor’s hosted platform, or whether integration with the current Outlook-based process is required or preferred. 2.2.1 Work Requirements 9-11

Send the survey emails only during the established hours for the specific survey group and participant.

Surveys must be sent from the vendor's hosted platform.

Please confirm whether historical Random Moment Sampling data from the current system must be migrated into the new solution. If migration is required, please identify the expected format, approximate volume, and date range of the data. 2.2 / 2.3

Work Requirements / Start-

Up 9-16 transition to your product and service No migration necessary.

For Clerk of Court surveys, is a vendor-issued username and password acceptable for participant login, or does FDOR require single sign-on or another state identity method? 2.2.1.A

Work Requirements —

Clerk of Court Surveys 9-11

Require a participant to log in to the system to respond to the survey. Vendor issued is acceptable.

Who maintains holidays, office closures, and part-time or nonstandard work hours so survey moments are not sent outside established work time? May the FDOR administrator and site delegates update those calendars in the system? 2.2.1.A

Work Requirements —

Clerk of Court Surveys 9-11

Send the survey emails only during the established hours for the specific survey group and participant.

The FDOR administrator and site delegates must have the capability to update the site calendars in the vendor's system.

If a survey email is undeliverable or bounces, does that moment count as no response, and must the system automatically generate a replacement moment to meet the required number of responses? 2.2.1.A

Work Requirements —

Clerk of Court Surveys 9-11

Store and report the date the email was sent, the email address, if the email was undeliverable, if a response was submitted

Undeliverable moments count as missed survey.

No, the system is not required to automatically generate a replacement moment.

Is any interface required to CAMS or another FDOR system, or is file upload and email sufficient for participant lists and reporting? 2.2 / 2.3

Work Requirements / Start-

Up 9-16 manually or through a data file upload, update survey group, office, and user information

There are no requirement to interface with

CAMS or other FDOR systems. Yes, the file upload and email are sufficient for participant lists and reporting.

Please identify the historical RMS data, configuration, user, schedule, audit-history, and report data that the selected contractor must migrate, including the number of years, approximate volume, available file formats, and the incumbent contractor's responsibility for producing validated extracts.

No migration necessary.

Please specify the required authentication and email architecture for Clerk and internal surveys, including any SSO, MFA, Microsoft

Entra ID, sender-domain, allow-listing, bounce-processing, or

Microsoft 365 integration requirements.

2.2.2

Question to be answered and posted at a later date.

Sections 2.4 and 2.7 appear to state different business-hours availability requirements of 99% and 99.5%. Please confirm the controlling availability standard, calculation method, exclusions, and whether scheduled maintenance outside normal business hours is excluded.

2.4 and

2.7

See sections 2.4 and 2.7 16

Addendum 1 deletes the last sentence of 2.4.

subsection 5 on page 16 of the RFP. The controlling availability standard is 99.5% as specified in 2.7 A of the RFP. See replacement page 16A-1.

The calculation of percent available is measured by the number of minutes the system is unavailable during business hours divided by the number of business hours in a day. Routine scheduled maintenance outside normal business hours is excluded.

Please confirm whether native Internet Explorer 11 support remains mandatory or whether Microsoft Edge or Edge IE mode will satisfy that requirement, and identify the browser versions that will be used for acceptance testing. See section 2.2.2 A

Microsoft Edge or Edge IE mode are acceptable.

Browser version 152 will be used for acceptance testing.

Please define the production-readiness and cutover acceptance criteria, including whether the selected contractor must complete a parallel monthly or quarterly RMS cycle, the test datasets and participant groups FDOR will provide, and the party responsible for final acceptance.

See section 2.3.1 C

Cutover acceptance criteria will be defined in the cutover plan. See 2.3.1 E. There will be no parallel monthly or quarterly RMS cycle testing.

The test datasets and participant groups will also be addressed in the cutover plan.

FDOR is responsible for final acceptance.