Q&A_RFI_S-83900-00012033_Case Management System.pdf

Q&A - Request for Information - Case Management System - S-83900-00012033

Questions & Answers (Q&A)

Bureau of Labor and Industries (BOLI)

Request for Information: Case Management System

S-83900-00012033

11/27/2024

Question Answer

1. Could you please elaborate on question #4 found on page 6 of the solicitation: "Ability to auto-populate templates with master record information (e.g. address, case number, FEIN)"

At specific points in our investigative process, communications—such as case-specific template letters—must be delivered to customers within established time limits.

Currently, these are prepared using work templates and sent via mail. However, we are open to exploring alternative methods to streamline and improve this process.

2. When do you anticipate releasing the subsequent RFP?

Anticipated release date in July or August 2025, subject to change based on RFP development.

3. Are there any 3rd party applications that you require an integration to?

No required integrations, but the agency performs most of its work within the Microsoft 365 suite of tools. Other data systems we communicate with normally function with CSV import/export.

4. With regard to Data Migration, we have the following questions:

a. How many GBs (or more) of data will we be importing into the vendor? Will it include attachments (images, videos, pdfs, etc.)?

b. How many files should we expect to receive?

c. We typically use SFTP to transfer data from your system into the vendor for processing.

Are there any issues from your security team with using SFTP?

If so, which methods would be allowed by your security policy?

d. Can a database schema be provided?(E.g.: in a schema document, Visio, or any other visual representation.)

e. What are the columns for each table? (Column headers would be ideal, but if that cannot be

a. Do not currently have an estimate on how much data will need to be migrated into a new system. Records are mainly PDF, with occasional other media.

b. We are still scoping the migration need, but rough early estimate would be fewer than 5,000 cases,

c. SFTP complies with our standards.

d. Not currently.

e. We cannot provide the exact headers at this time, but generally fall under complainant contact information, employer contact information, activity codes, and outcome codes/results.

f. Files are not linked in any significant way currently.

g. CSV.

h. No.

i. Not intending to migrate any attachments, but be able to reference to SharePoint location.

provided, the number of columns will suffice.)

f. How are the files we receive linked? Is there a link table, or are there links within the tables themselves? (E.g.: the narrative file would have a column for link to person ID.)

g. In which format will the data be provided? (E.g.: CSV, Excel CSV, etc.)

h. Does the provided data come from a system that has a proprietary data format?

i. Will the data contain any attachments that we will be migrating?(Attachments could be images, videos, pdfs, etc.) If so, what is the volume and general type of the attachments?

5. What is the budget for this requirement?

The budget for a new case management system has not yet been determined. The RFI process is part of our attempt at determining a budget.

6. If this RFI greenlights a solicitation, what would the anticipated procurement timeline look like?

Anticipated release date in July or August 2025, subject to change based on RFP development. Anticipated RFP deadline of 30 days after solicitation. Award process will be determined by whether subsequent rounds or processes are needed.

7. Is there a vendor currently providing this service? If so, how may I obtain copies of any incumbent contract documents?

There is no vendor currently providing a solution. The solution will be new for the agency.

8. In Table 2 on page 8 of the RFI, you detail three categories of users. Are the super users and system administrators part of the all users category of 200? If not since we are licensed by active users, we are assuming you would need 215 total licenses, is that correct?

They are included in the 200.

9. How many users will be accessing the proposed solution.

Internally, approximately 150-200/day. TBD on external access since the current system does not have external access capabilities.

Estimates of 10,000 active cases, but the need for user access would be very infrequent.

10. How is the database currently set up?

Is there one centralized DB that all the

Different databases for different systems now but shared across the entire agency.

offices use or does each office have their own unique DB?

11. Where are case documents currently stored? Are they stored within applications, windows file structure, outside document management solution, etc.

Local databases and shared drives.

12. Is training expected to be in-person, online, or a combination?

Combination would be ideal.

13. How much case data are you planning on bringing into the new solution? Are all cases being brought into new solution, only active cases, cases that fall within the legal hold timeframe, etc.

Currently under investigation on what will need to be migrated. The goal is to migrate as little as possible while maintaining smooth workflow for “active” cases.

14. Are workflows going to be updated as part of the rollout? Will these workflows be consistent across the board or on a department by department basis?

Yes, the workflow will be updated as part of the rollout. As consistent as possible across divisions, but there will need to be some differences with each process.

15. Do you currently have MS365 licenses for all users of the system?

Yes.

16. Can you provide any current integrations from existing solution to other solutions? Of those integrations are there any that would need to be included in using the new solution?

There are no current integrations that will need to be maintained with the new system.

17. RFI Section 4.2 – Schedule, bullet 4 lists December 12, 2024, as the submission deadline yet Section 4.4 RFI Submission, bullet 4 lists December 13, 2024, as the submission deadline. Can you clarify the correct date for the submission?

The submission deadline is December 13, 2:00 p.m. (PT). An addendum correcting this error has been uploaded to OregonBuys.

18. In Attachment C – Questions Template, Tab 3 – Security there is an inconsistency in ID (Question) numbering. For example, numbers skip from 7 to 9 to 11 and from 18 to 26 to 28 to 31. All other tabs have sequential ID (question) numbering. Is this numbering scheme intentional?

Just a formatting error, not intentional.

19. We would like to request a 2 week extension to the RFI deadline with Thanksgiving Holidays around the corner. This will give us ample time to provide a responsive proposal.

We are not able to provide an extension at this time, but we plan to post an RFP next year.

20. 4.2 - Schedule says response is due 12/12 while 4.4 RFI Submission says response is due 12/13. Please clarify.

The submission deadline is December 13, 2:00 p.m. (PT). An addendum correcting this error has been uploaded to OregonBuys.

21. How many different user roles are needed? Please describe each and

Administrator (Full system access: user accounts, roles, permissions, system settings, their required access needs. workflows, templates, access and audit, report and analytics for all users)

Manager (Assign and monitor cases, approve actions, generate team reports)

Analyst (Restricted to cases assigned to them or their team, or related cases. Create, edit, manage cases, communicate with customers, use templates and workflows, log case notes and actions)

Read-Only (Review case information, cannot make edits or changes, legal, compliance, external reviews)

External Access (Highly restricted through client portal, view case updates or specific documents shared with them, provide required information or signatures)

22. Have you met with any existing provider of case management solutions? If so, can you share the vendors?

No formal meetings, some market research with vendors looking at current capabilities.

23. Do you have a preference for any particular Cloud Based Platform (Azure, Google, AWS, other)?

Azure government cloud is probably ideal, but anything approved through the Oregon Enterprise Information Services (EIS) Cloud Workbook process.

24. Do you have a preference for a configurable platform or a COTS solution? How important is open source?

A certain degree of configuration is desired to accommodate the varying process workflows across the agency. The goal is very low code and very low technical debt.

25. Please provide the specific regulatory standards: Can the solution be hosted on-premises and be hardened to Federal regulatory standards?

Ideally the solution is not hosted on-premises and would have the ability to meet the FedRAMP standards, but this is an optional requirement.

26. Please provide an estimated storage volume and number of tables required for data migration.

Please see answer to question 4 in this Q&A document.

27. Please provide an estimated storage volume of documentation to be migrated.

Please see answer to question 4 in this Q&A document.

28. Where are documents stored today? Local databases.

29. What key performance indicators (KPIs) do you expect to measure to demonstrate the impact of this project?

Case processing time, customer satisfaction, outcome tracking.

30. Has a budget been allocated, identified, or approved for this project?

No budget has yet been allocated, identified or approved yet. The RFI process is part of our attempt at determining a budget.

31. Has an attempt been made to No attempt has been made to implement a implement a solution to this problem before? Was it successful?

solution.

32. Are you open to an agile development methodology?

Yes.

33. Have you previously seen product presentations from other vendors? If so, can you provide a list of vendors and products?

We have not had any formal presentations from any vendors. All exposure to potential products has been from market research and typical marketing material.

34. Can you please identify the technology data source(s) for each data set that needs to be migrated?

The data sources are from the legacy case repositories and associated databases.

35. What is the implementation timeline?

When does this system need to be live? Is BOLI open to a phased implementation approach?

System to be live by the end of 2027. Phased implementation is acceptable.

36. Can you specify the name of your existing system in place?

Mix of internal custom case management systems and web portals.

37. Could you clarify what is meant by "master record" in the context of the question: "Ability to associate uploaded documents (e.g., investigation artifacts) to a master record"?

A master record is the main system record under which data and documents from disparate sources (physical file, paper, email, text, .pdf, etc.) are associated to.

38. Could you clarify what is meant by "self-service interface" in the context of the question: "Ability to internally (to the solution) manage case-related communication and documentation via a self-service interface"?

A self-service interface would be a “portal” by which members of the public that request services from BOLI can view information (e.g.

case status, dates, assigned investigator), correspondence, and documents related to their case.

39. Could you clarify what is meant by "business rules" in the context of the question: "Ability to establish business rules to automate simple processes (e.g. statute of limitations checks, basic eligibility criteria validation)"?

As an example, if BOLI has a business rule that requires a case to be assigned to an investigator within 7 days, the ability to establish a rule within the system alerting appropriate recipients of a case more than 7 days old with no assigned investigator.

40. For the BOLI RFI for a Case Management System (S-83900- 00012033), we saw a discrepancy on the due date. We believe the correct date is 12/12/2024, by 2:00 PM (PT).

But we also saw 12/13/2024 at the same time. Are we correct that the due date is 12/12/2024, by 2:00 PM (PT)?

The submission deadline is December 13, 2:00 p.m. (PT). An addendum correcting this error has been uploaded to OregonBuys.

41. Can you please describe and/or list the specific activities performed within each of these modules of Core System, Employer, Dispute Resolution, and Enforcement & Provider? (Section 3.1 Solutions Capability Requirements)

This was a formatting error pulling over old data that is not relevant for the proposed system. Proposers may omit the answer to this question.

42. Are the Self-Service Interface requirements intended for public-facing

These features are intended for the general public that are requesting services from BOLI.

users? If so, are those users represented in Table 2? (Sections 3.1 Solution Capabilities Requirements, Table 1. High-Level Requirements and

3.3 Pricing, Table 2. User Data)

43. Is this list of users all-inclusive, i.e., does it include external users/individuals? (Section 3.3 Pricing, Table 2. User Data)

Yes.

44. What is the submission due date for this RFI response? Page 8 lists 12/12/2024; however, page 9 lists 12/13/2024. (Sections 4.2 Schedule and 4.4 RFI Submission)

The submission deadline is December 13, 2:00 p.m. (PT). An addendum correcting this error has been uploaded to OregonBuys.

45. Are we required to respond to all questions in only the Excel file, or can we provide responses in an accompanying Word document? For example, longer narratives, images, graphics, etc., are difficult to embed in Excel. (Attachment C – Questions Template)

Word is acceptable, please ensure you are referencing the question numbers from the Excel document.

46. Can you clarify what you mean by “solutions” in the question, “What is the total number of solutions proposed in your solution?” Are you looking for the number of components or modules that make up the overall solution or something else? (Attachment C – Questions Template, Tab 2 Technical, ID 15)

An example of solutions would be:

Solution #1: A CRM platform Solution #2: A CMS integration to the platform Solution #3: A correspondence integration to the platform Solution #4: A document handling solution integrated to the platform

47. How many licenses do you foresee needing and do those include public-facing user licenses? (Attachment C – Questions Template, Tab 5 Pricing Questions)

200 licenses for internal users. External users will need to be able to access case status updates, communicate with internal staff, and upload documents.

48. Is BOLI looking at implement one solution across the three main divisions?

Yes.

49. The RFI states that constituent service enhancement is a goal. Can you describe some use cases on how the case management solution will be used to do this? Specifically, is there an intent to have constituents initiate a process by filling out a form that will result in a case being created and routed to the appropriate users within

BOLI?

The intent is for constituents to have the ability to fill out a form online and for the created case to follow a pre-defined workflow from intake through resolution, being routed appropriately throughout the process. And for the solution to accommodate all the varying workflows across the divisions within BOLI.

50. How many cases does the current Approximately 10,000 active cases.

system maintain? What is the velocity with which cases are created? Does this information maintained within the current system need to be migrated? If yes, how large is the data set that needs to be migrated? Is the data from multiple systems? I.e. the data exists in different structures?

Monthly new case submissions are at approximately 400 per month and are on an upward trajectory.

For the remainder, please refer to the answer for question 4 in this Q&A document.

51. Can you describe the use case of how the Apprentice Tracking function should work in conjunction with the case management system? (Apprentice Tracking System)

Apprenticeship data communicates one way from the Tracking System to our current system.

52. How do you envision the Public Web Portals working with the case management system?

We are open to suggestions for how a portal should integrate with a CMS. The goal for minimum functionality would be chosen data points from the case (e.g. case number, assigned investigator, correspondence) and documents are available for a constituent to see in a read only format and that

53. What specific challenges or limitations in the current legacy system are considered the most critical to address first? (Introduction Section 1.1)

Stability and reliability of core system functionality.

54. Are there any specific integration requirements with external systems or third party integration that the new solution should support? (Agency Background Section 1.3)

No current third-party integrations are required.

55. How should the new system facilitate the Apprenticeship Tracking System to improve cross-referencing and integration capabilities? (Current State Section 1.4)

The system should have the ability to cross-reference both apprenticeship training agents (businesses) and apprentices with any other investigatory cases in the system.

56. Could you provide examples of manual processes currently in use that should be prioritized for automation in the new system? (Current State Section 1.4)

Receiving documentation through email or phone can be cumbersome for internal users to have to download/export and import into case management system.

57. What specific roles and permissions need to be defined for system users (e.g., intake staff, investigators, managers)? (Current State Section 1.4)

Administrator (Full system access: user accounts, roles, permissions, system settings, workflows, templates, access and audit, report and analytics for all users)

Manager (Assign and monitor cases, approve actions, generate team reports)

Analyst (Restricted to cases assigned to them or their team, or related cases. Create, edit, manage cases, communicate with customers, use templates and workflows, log case notes and actions)

Read-Only (Review case information, cannot make edits or changes, legal, compliance, external reviews)

External Access (Highly restricted through client portal, view case updates or specific documents shared with them, provide required information or signatures)

58. How do external users currently interact with BOLI (e.g., via email, forms, existing portals)? What are the pain points in the current process?

(Current State Section 1.4)

Email and phone primarily. Pain points are receiving documentation/communication through email and having to import into existing case management system.

59. What is the expected volume of internal users interacting with the new system? (Current State Section 1.4)

200 internal users

60. For data migration, what volume of historical data will need to be transferred to the new system? Are there specific formats or standards for existing data?

We do not yet know the size of data to be migrated.

61. Could you elaborate on the types of workflows you envision automating (e.g., complaint routing, approval processes)?

Complaint routing will be the primary type of workflow, with differing workflows across the divisions based on the type of case (wage and hour complaints, civil rights, etc.). Other workflows are also needed, for example, to handle administration of apprenticeship programs.

62. Should the document management functionality include digital signature capabilities ? (Document Management Section 3.1)

Yes, digital signatures would be a nice to have feature, but alternative solutions are welcome.

63. Should the document management functionality include any specific compliance features (e.g., HIPAA, GDPR)? (Document Management Section 3.1)

Document management should be HIPAA compliant.

64. Are external users expected to upload or manage documents (e.g., apprenticeship agreements) through the system? (Document Management Section 3.1)

Yes.

65. What specific features should the self-service portal include for different user groups (e.g., employers, general public, apprenticeship participants)?

(Self-Service Interface Section 3.1)

Submission of forms, communication with internal staff, uploading of documents, download of finalized case information, case status updates.

66. Is the self-service interface intended for both internal (staff) and external (employers, public) users? (Self- Service Interface Section 3.1)

External.

67. If there is an external portal, how many users are expected to access it regularly? (Self-Service Interface Section 3.1)

Estimated 10,000 active cases with generally one external user per case. But, with very low frequency of interaction needed other than original complaint, and document uploads.

68. Does the agency currently have any existing Microsoft licenses (e.g., Microsoft 365, Dynamics 365, Azure) that could be leveraged for the proposed solution? (Pricing Section 3.3)

All internal users at the agency have M365 licenses as part of the State of Oregon domain.