Questions and Answers__Round_2_IDHS_Answers__final.xlsx
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- Attached to
- DHS RFP DRS TECHNICAL WRITER BUSINESS
- Solicitation number
- 26-444DHS-CENOF-B-49610
- Issued by
- Illinois
About this file
This is a Questions and Answers document for Round 2 of an Illinois Department of Human Services (IDHS) Request for Proposal (RFP) for a Technical Writer to develop Standard Operating Procedures (SOPs) for the Division of Rehabilitation Services (DRS). The project requires the vendor to create comprehensive SOPs covering approximately 11 areas of work aligned with federal regulations and Illinois Administrative Code, with deliverables segmented by audience including supervisory staff, caseworkers, and central office personnel. The SOPs must include regulatory crosswalks, quick reference materials, and job aids to support frontline and central office staff in delivering and paying for vocational rehabilitation services. The project operates on a fixed 12-month timeline with specific milestone sequencing that cannot be altered, and includes progress updates due at various intervals including post-contract days, July 30, and September 30. The vendor will collaborate with 19 subject matter experts across 11 areas, with anticipated interview time ranging from one to four hours per expert, with fiscal-related interviews potentially requiring up to three times that commitment.
The IDHS will provide existing templates, prior reports, reference materials, and regulatory crosswalks within four business days of contract execution, along with access to subject matter experts through a designated primary point of contact. All vendor materials will be shared through secure portals similar to SharePoint, with no requirement for vendor access to internal systems. The draft and final SOP review will be conducted by IDHS-DRS heads of policy, audit, and quality assurance, with final approval authority resting with the Rehabilitation Services Administration (RSA) as part of corrective action requirements. The vendor must follow MS Office and Adobe-compatible formats with required accessibility standards aligned with Section 508 and WCAG compliance, and maintain complete documentation of all revisions and changes made during development. Invoicing will be milestone-based according to pricing itemized in the BidBuy items tab, and the contract scope explicitly excludes post-contract maintenance, ongoing SOP updates, staff training, and organizational change management activities.
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Other files
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| Terms and Conditions .pdf | ||
| c2d-offeror-job-aid-v.24~1.pdf | ||
| ipg-active-registered-vendor-disclosure-formerly-forms-b-v-26-1-8-26-2025-1~19.docx | DOCX document | |
| C2D-vendor-answer-sheet.docx | DOCX document | |
| Questions and Answers Template~3.xlsx | XLSX spreadsheet | |
| Technical Writer RFP Final.docx | DOCX document | |
| Questions and Answers__DHS answers_Final.xlsx | XLSX spreadsheet | |
| c2d-vendor-guidance-v.24.4~7.pdf | ||
| vendor-disclosure-formerly-forms-a-v26-2-7-22-2025~16.docx | DOCX document | |
| Offer to the State~3.pdf | ||
| DHS RFP Specific Terms and Conditions~2.docx | DOCX document | |
| pre-submission-conference-sign-in-sheet-v-20-1~2.pdf | ||
| the-difference-between-bep-and-c2d-v.24.2~2.pdf |
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Worksheet Information Questions and Answers Worksheet Information Illinois Department of Human Services DHS RFP DRS TECHNICAL WRITER BUSINESS BidBuy 26-444DHS-CENOF-B-49610
| Tabs in this Worksheet | |
| Worksheet Information | This tab includes the information about the contents of this worksheet. |
| Questions and Answers | Please use this tab in this format to submit questions on the solicitation. The Department will post answers in the same format and an Addendum on the Bulletin. |
| Columns in the Questions and Answers Tab | |
| Question ID | DHS will assigned # to track Questions and Answers. |
| RFP or Attachment Section | The DHS RFP Section Number, such as Section F.2.3., or please name a specific Attachment and the Section Number of the Attachment. |
| Page Number | This is the page number of the RFP or Attachment. |
| Topic | This is a general topic of the question. |
| Specific Questions/Inquiry | Please enter your question here. |
| Department Answers | The Department will respond in this section. |
DCFS PO19-164 CCWIS Attachment U Questions and Answers Page &P of &N
Questions and Answers
STATE OF ILLINOIS
QUESTIONS AND ANSWERS
Illinois Department of Human Services DHS RFP DRS TECHNICAL WRITER BUSINESS BidBuy 26-444DHS-CENOF-B-49610
| ID | RFP or Attachment Section Number | Page Number | Topic | Specific Question/Inquiry | Department Answer |
| QaA.001 | A.3 Schedule | 3 | Milestone and Deliverables | Will the DHS legal team be involved in the review/approval of the SOPs? If yes, how will you ensure no delay with the review process or deliverable time table? | IDHS-DRS Staff and legal review will occur near end of timeline as a part of draft and final draft review. The clearly defined lead up time should allow for acceptable turnarounds. |
| QaA.002 | Sections A & B | Scope of Work/Deliverables | Are there existing templates, prior reports, or reference materials that will be provided to support completion of deliverables? | Yes, those will be made available within four business days of execution of contract or as subject matter experts are introduced which may inform the existence of additional material of use. | |
| QaA.003 | A.3 Schedule | 3 | Milestone and Deliverables | Will RSA be directly involved in the review and approval of SOPs? If yes, how will you ensure no delay with the review process or deliverable time table? | The RSA will determine approval for the final product and occasional progress updates through the course of our greater corrective action obligations. The RSA team is highly responsive to the needs of this corrective action. |
| QaA.004 | Section A.3 & Term | Would IDHS consider adjustments to interim milestone sequencing if the vendor proposes an alternative approach that still meets the overall 12-month timeline? | No, IDHS-DRS must adhere to the timeline published on this posting. | ||
| QaA.005 | Section A.3 & Term | How does IDHS define “substantive progress” within the first 30 days (e.g., stakeholder engagement, SOP inventory, crosswalk development)? | Between the first month and 45 days progress should match initial project plan expectations unless there have been agreed upon changes/amendments so as to ensure sufficient actual progress has been made that will lead to a completed product per contract. | ||
| QaA.006 | Section A.3 & Term | What format and level of detail are expected for progress updates (e.g., narrative report, dashboard, SOP tracking matrix, risk log)? | IDHS-DRS will not designate what format should be used as long as it can clearly and accessibly demonstrate progress made. | ||
| QaA.007 | Project Timeline | Are the proposed timelines fixed, or is there flexibility for vendors to propose an alternative sequencing of deliverables based on their approach? | No, IDHS-DRS must adhere to the timeline published on this posting. | ||
| QaA.008 | Sections A & B | Scope of Work and Deliverables | Could you please confirm the expected magnitude of work, including the approximate number of SOPs, procedures, or total estimated pages/chapters to be developed or revised? | See answer to previous Question 11, 16 and 17. It is an amount of work that was deemed necessary to outsource, so it is not going to be small. However, there will be clear directions to follow through the federal rules and several experts within IDHS-DRS and the greater national VR network available for assistance on particular subject matters. | |
| QaA.009 | Does the Division currently have draft procedures or internal documentation that will serve as a starting point for SOP development? | Yes, those will be made available within four business days of execution of contract or as subject matter experts are introduced which may inform the existence of additional material of use. | |||
| QaA.010 | Does the Division use a standardized SOP template or preferred documentation format? | No, it just needs to be accessible and able to be incorporated into easily understood digital guide structures. | |||
| QaA.011 | Section A.3 & Term | What is the formal review and approval process for draft and final SOP manuals (e.g., designated approvers, review committees, acceptance criteria)? | Draft and Final SOP review will be conducted by our heads of policy, audit, and quality assurance. End project determination of success with be done by the RSA since this is a corrective action that is subject to their ultimate approval. | ||
| QaA.012 | Performance Expectations | How will the State define and measure successful completion of this project beyond deliverable submission? | Draft and Final SOP review will be conducted by our heads of policy, audit, and quality assurance. End project determination of success with be done by the RSA since this is a corrective action that is subject to their ultimate approval. | ||
| QaA.013 | Sections A & B | Scope of Work and Deliverables | Beyond SOP manuals, are additional deliverables anticipated (e.g., job aids, workflow diagrams, quick reference guides, training materials)? | It is the expectation of IDHS-DRS that the vendor will create types of crosswalks or quick reference materials that will outline processes that describe to frontline staff and supervisors how to deliver and pay for VR services, with similar for Central office staff as well. | |
| QaA.014 | Sections A & B | Scope of Work and Deliverables | Is the vendor expected to propose a standardized SOP/manual structure and taxonomy, or should an existing IDHS DRS format be followed? | The vendor is expected to propose a structure or use traditional formatting found in policy manuals , JCAR Admin Rules, or Federal rule structure. It needs to be accessible, substantive, and easy to navigate. IDHS-DRS does not have further preference on format. | |
| QaA.015 | Sections A & B | Scope of Work and Deliverables | Should SOPs be delivered as a single integrated manual or segmented by audience (e.g., supervisors, VR counselors, fiscal/contract staff)? | The individual SOPs should be segmented by audience and all SOPs should be located in the same indexed repository. | |
| QaA.016 | Section A.3 & Term | Are there any critical internal or federal deadlines (e.g., RSA monitoring or funding requirements) that must be considered in project scheduling? | Those are built into the confines of this contract. Proof of progress made may be requested at various times during the contact as general CAP responses are due. Those should occur during the days post contract schedule found in A.3. but there may be one or two additional updates around July 30 and September 30. | ||
| QaA.017 | Sections B.1 & B.3 | Access to Information and Subject Matter Experts | Will a dedicated project sponsor and day-to-day project manager be assigned as the primary point of contact? | Yes, a staff person or a small number of IDHS-DRS staff will serve as primary intermediary for assisting vendor and staff in the collection of information and for the arrangement of SME Interviews. | |
| QaA.018 | Sections B.1 & B.3 | Access to Information and Subject Matter Experts | Approximately how many subject matter experts (SMEs) will participate across offices, and what level of time commitment should be assumed? | There will be 19 key SMEs across 11 areas of work. Some will take longer than others, especially matters related to Fiscal. An actual judgement of real time spent during interviews could only follow IDHS-DRS knowing the proposed method and plan by the vendor. Thus, we cannot be exact but would not expect less than an hour per interview, nor more than four total hours spent per interviewee across all sections, with especially fiscal leading to up 3 times that for the total area of concern. | |
| QaA.019 | Sections B.1 & B.3 | Access to Information and Subject Matter Experts | Will the vendor be granted access to internal systems (e.g., intranet, Coordinator Corner, document repositories)? If so, what onboarding or security requirements will apply? | There will not be a need for a vendor to have access to our secure internal system. All information will be shared with vendor upon execution of this contract and by the end of SME interviews. This will be shared through secure portal or online ecosystem similar to SharePoint. | |
| QaA.020 | Stakeholder Engagement | What level of coordination is expected with internal staff and external partners, and will a designated project lead be assigned by the State? | A staff person or a small number of IDHS-DRS staff will serve as primary intermediary for assisting vendor and staff in the collection of information and for the arrangement of SME Interviews. | ||
| QaA.021 | B.2 Volumes & Quantities | 5 | Volumes and Quantities | How many SOPs do you anticipate per rule listed? | There is estimated to be 11 areas in need of SOPs. |
| QaA.022 | Is there an estimated number of SOPs or program functions expected to be included in the final manuals? | There is estimated to be 11 areas in need of SOPs. | |||
| QaA.023 | Approximately how many subject matter experts are expected to participate in interviews or review sessions? | There will be 19 key SMEs across 11 areas of work. Some will take longer than others, especially matters related to Fiscal. An actual judgement of real time spent during interviews could only follow IDHS-DRS knowing the proposed method and plan by the vendor. Thus, we cannot be exact but would not expect less than an hour per interview, nor more than four total hours spent per interviewee across all sections, with especially fiscal leading to up 3 times that for the total area of concern. | |||
| QaA.024 | Sections A & B | Scope of Work and Deliverables | In addition to the federal regulations and Illinois Administrative Codes listed in Section B.2, are there other required policy sources (e.g., internal directives, monitoring reports, legacy manuals) that must be incorporated? | They do not need to be incorporated as the goal is to focus on the federal regulations and move downward without those being lost in the noise. Related materials will be made available upon execution of contract or subsequent vendor request. | |
| QaA.025 | Sections A & B | Scope of Work and Deliverables | Should the vendor develop SOPs covering all regulatory sections listed in B.2, or will IDHS DRS identify priority topics or subparts? | The vendor will develop SOPs covering all federal regulations as they are applicable for the areas of work, of which there are estimated to be 11. | |
| QaA.026 | Section B.2 | Regulatory Interpretation, Crosswalk, and Compliance | In cases of differing interpretations between IDHS DRS and RSA, who will serve as the final decision authority? | The RSA is the final decision authority for this project as a part of correction action approval for all realted IDHS-DRS activities, including this. | |
| QaA.027 | Section B.2 | Regulatory Interpretation, Crosswalk, and Compliance | Are existing regulatory crosswalks or mapping documents available, or should the vendor develop these from the ground up? | Some are available and will be made available upon execution of contract, however, they are not comprehensive and additional crosswalk work will be to be done as part of this SOP process. | |
| QaA.028 | Section B.2 | Regulatory Interpretation, Crosswalk, and Compliance | What level of detail is required for crosswalks (e.g., regulation-to-SOP mapping at section, topic, or process level), and should this be delivered as a standalone artifact? | Crosswalks should be accessible and easy to determine appropriate action. Detail should sufficient to ensure correct decisions are made while not being so heavy as to negate the benefit of crosswalking the original documentation. | |
| QaA.029 | Section B.2 | Regulatory Interpretation, Crosswalk, and Compliance | Are there specific high-risk compliance areas that should be prioritized (e.g., 2 CFR 200.303 internal controls, allowability of costs, Pre-Employment Transition Services, performance metrics)? | There are several areas that are prioritized such as Fiscal, Pre-Employment Transition Services, WIOA Performance Metrics, Contracts, and Quality Assurance. However, the total areas in need of SOPs is around 11 and have to be addressed as well. | |
| QaA.030 | B.3 Areas of Concern/Challenges | 5 | Concern/challenges | Are you expecting a delineation between or separate SOPs for Leadership level and Field level staff? | Yes there will need to be delineation between Supervisory and Caseworker field staff, and those in Central Offices. |
| QaA.031 | B.3 Areas of Concern/Challenges | 5 | Concern/challenges | When discrepancies are found among the Federal and State statute, is there an expectation to provide recommendations on State Policy changes to align with newly developed SOPs that follow Federal statute? | Yes. |
| QaA.032 | F.1 Contract Requirements | 21 | F.1.5 Federal and State Review | Will Offeror have direct access to RSA officials? | That would likely be unnecessary as the vendor will be contracted to IDHS-DRS not the RSA. If a situation arises that necesitates that, it would be at the descrestion of the RSA. |
| QaA.033 | F.1 Contract Requirements | 21 | F.1.8. System Interruption | What is the mitigation strategy if the system delay is the fault of DHS/RSA? | IDHS-DRS has dedicated technical support teams that have proven rapid effective turnarrounds and are designated to the greater corrective action process until completion. The RSA is not invloved in any related system. |
| QaA.034 | Technical Writing Standards, Formats, and Tools | Are there existing style guides, templates, or branding standards that must be followed, or should the vendor propose these for review and approval? | Yes, those will be made available within four business days of execution of contract or as subject matter experts are introduced which may inform the existence of additional material of use. | ||
| QaA.035 | Technical Writing Standards, Formats, and Tools | What file formats are required for deliverables (e.g., Word, PDF, web-based), and what accessibility standards (e.g., Section 508, WCAG) must be met? | The final product will be incorporated into onlince systems by IDHS-DRS that only requires formats compatable with MS Office and Adobe type softare formats. Accessibility standards will be required and will be described at contract execution. Accessibility will be required for SME interviews but that will be facilitated in part or whole by IDHS-DRS. | ||
| QaA.036 | Technical Writing Standards, Formats, and Tools | Are there preferred or required collaboration tools (e.g., SharePoint, Teams), or may the vendor propose tools as part of its approach? | Both examples are readily used at IDHS-DRS but we are open to accessible alternatives. | ||
| QaA.037 | Technical Writing Standards, Formats, and Tools | What are the expectations for version control, change tracking, and documentation of revisions during development and after project completion? | F.1.6 and F.1.7 of the RFP provide the information on these requirements. Language copied and pasted below for your convenience. |
Successful Offeror shall ensure complete and consistent documentation of rules/policies/laws reviewed.
And
Successful Offeror shall, upon need or request, have the ability to explain in writing or through documentation why a change was made.
| QaA.038 | Internal Controls, Monitoring, and Ongoing Review (2 CFR 200) | Does IDHS DRS currently follow a specific internal control framework (e.g., COSO), or should the vendor recommend one aligned with 2 CFR 200.303? | IDHS-DRS is in the process of reaching a determination on this matter and may not need recommendations. This may be referenced during quality assurance SME interviews. |
| QaA.039 | Internal Controls, Monitoring, and Ongoing Review (2 CFR 200) | Which RSA reporting metrics and data elements are most critical for SOP alignment? | Those noted in A.1 and A.2. |
| QaA.040 | Internal Controls, Monitoring, and Ongoing Review (2 CFR 200) | How frequently are SOPs expected to be reviewed and updated, and who will be responsible for ongoing maintenance after the engagement concludes? | Post-contract activity is not within the scope of this procurement. |
| QaA.041 | Internal Controls, Monitoring, and Ongoing Review (2 CFR 200) | Are there existing audit findings or monitoring reports that can be shared to help focus SOP development on root cause issues? | Yes, those will be made available within four business days of execution of contract or as subject matter experts are introduced which may inform the existence of additional material of use. |
| QaA.042 | Project Governance and Communication | What is the expected cadence for project meetings (e.g., weekly status meetings, steering committee reviews)? | The frequency will be determined by the vendor as long as progress updates demonstrate substantive progress that shows clear trajectory towards fulfilling the terms of this contract. |
| QaA.043 | Project Governance and Communication | Are there union-related considerations that should be reflected in SOP design and workflow definitions? | The majority of staff are under union contract and as such will have limits to what can be demanded in terms of quotas and similar. Unionized staff are equally as obligated to follow federal regulations as all other staff. |
| QaA.044 | Invoicing | Will invoicing be milestone-based (e.g., upon completion of draft deliverables or progress checkpoints)? | Invoicing shall match pricing as itemized in the BidBuy items tab. |
| QaA.045 | Change Management and Implementation | How does IDHS envision organizational change management for SOP adoption (e.g., communications, staff training, feedback mechanisms), and what role is expected of the vendor beyond documentation? | The results of having complete SOP coverage may lead to additional activity but that is not expected within the scope of SOP creation itself. |
| QaA.046 | Change Management and Implementation | Would IDHS be open to vendor recommendations for long-term governance models and continuous improvement frameworks to support ongoing SOP maintenance and updates? | Post-contract activity is not within the scope of this procurement. |
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