Questions Response for DOH WIC RFP 26-0904004-0001.pdf

Question

RFP Reference (Page #, section #, paragraph) Specific RFP Language Question

1. Page 1 This page looks like it should be filled out; however, Section 9, Format of Submission, does not provide instructions regarding it. Please clarify if this page should be filled out and where in the submission order it should be placed.

State Response: This contact information should be provided in the first file of your submission. Please refer to the updated Headings Table below.

2. Page 4 Section 1.2.1, Background

Section number 1.2.1 As this and subsequent sections seem to be sub-sections of 1.4, should the numbers begin with 1.4 and not 1.2? E.g., 1.4.1, not 1.2.1.

State Response: Yes.

3. Page 7 The project should consist of the following phases. The Offeror should document in their

The way the tasks are ordered, it appears that equipment provisioning, testing, training, and implementation follow the Contract Transition and System Conversion, when these are actually implementation tasks that

RFP Reference (Page #, section #, paragraph) Specific RFP Language Question

Section 1.2.3, Project Phases response the activities that will occur during these phases.

• Initiation

• Planning and Management

• Development

• Contract Transition and System Conversion

• Equipment & Supplies Provisioning for both UAT and Go Live

• Testing

• Training

• Implementation

• Transition to Support and Maintenance must happen before the conversion. It would make more sense if these four items were indented as sub-bullets to Contract Transition and System Conversion. Would the State agree to revising this requirement as follows?

The project should consist of the following phases. The Offeror should document in their response the activities that will occur during these phases.

• Initiation

• Planning and Management

• Development

• Contract Transition and System Conversion o Equipment & Supplies Provisioning for both UAT and Go Live o Testing o Training o Implementation

• Transition to Support and Maintenance

State Response: Yes, please refer to the proposed format above when responding.

4. Page 8 Section 1.8, Submission Deadline

All files must be fully uploaded to the designated SFTP server by 11:59 Central Standard Time on November 6, 2025.

Is the submission time 11:59 A.M. CST or 11:59 P.M. CST?

State Response: The submission time is 11:59 P.M. CST.

5. Page 8 Section 1.8, Security and Confidentiality

All proposals must be signed, in ink, by an officer of the offeror, legally authorized to bind the offeror to the proposal and sealed in the form.

Would the State allow for electronic signatures through DocuSign instead of wet-ink signatures on forms required?

State Response: Wet signatures are expected as outlined in the RFP.

Electronic copies of these documents will be accepted.

RFP Reference (Page #, section #, paragraph) Specific RFP Language Question

All final contract documents will be executed electronically through the State’s contract management system.

6. Page 10 Section 1.15, Offeror Inquiries

No questions will be accepted after the date and time indicated in the above schedule of activities.

Will the State allow for a second round of written questions? Offerors often have clarification questions based on the State’s first set of answers.

State Response: No, a second round of written questions will not be offered.

7. Page 11 Section 1.16, Proprietary Information and Section 9, submission format Headings table

Offerors must clearly identify in the Executive Summary and mark in the body of the proposal any specific proprietary information they are requesting to be protected.

The offeror is required to list proprietary information in the Executive Summary, but this section is not listed in Section 9 instructions for proposal submission. Would the State please update the Headings table in Section 9 to list where the Executive Summary should appear in the list of submission requirements?

State Response: Please refer to the updated Headings Table below.

RFP Reference (Page #, section #, paragraph) Specific RFP Language Question

8. Page 17 Section 3, Scope of Work

Preferred functions/services are nice-to-have features that the State would like to have but are not required to be provided by the Offeror. These items are included in the CPCM.

How will the State evaluate Offeror’s responses to Preferred items in Appendix C? Will the State give additional points to Offeror’s who say Yes to providing them?

State Response: Yes.

9. Page 17 Section 3, Scope of Work Appendix D, Cost Proposal

Preferred functions/services are nice-to-have features that the State would like to have but are not required to be provided by the Offeror. These items are included in the CPCM.

By requiring Offerors to include pricing for Preferred items in the CPCM, Offeror’s CPCMs may vary widely, creating a non-analogous comparison (“apples to oranges”) issue for the State.

Please explain how the State will evaluate the responses to Appendix D based on this issue?

State Response: The Offerors are expected to indicate if a Preferred item will be provided. These responses will be taken into consideration when reviewing the CPCM amount. Offerors are welcome to provide different pricing models for the CPCM, one with the Preferred Items and one without. If this method is used, please make this clear in your response which preferred items are included in each CPCM pricing model.

10. Page 17 Section 3, Scope of Work Appendix D, Cost Proposal

Preferred functions/services are nice-to-have features that the State would like to have but are not required to be provided by the Offeror. These items are included in the CPCM.

By requiring Offerors to include pricing for Preferred items, in the CPCM, Offeror’s CPCMs may vary widely, creating a non-analogous comparison (“apples to oranges”) issue for the State.

To establish equal consideration for all Offerors, please remove the instructions for the Preferred items to be included in the CPCM from Section 3, Scope of Work.

State Response: The Offerors are expected to indicate if a Preferred item will be provided. These responses will be taken into consideration when reviewing the CPCM amount. Offerors are welcome to provide different pricing models for the CPCM, one with the Preferred Items and one without out. If this method is used, please make this clear in your response which preferred items are included in each pricing model.

RFP Reference (Page #, section #, paragraph) Specific RFP Language Question

11. Page 19 Section 3, Cardholder Mobile Application

Describe the following:

• The Offeror’s approach to interfacing with our current:

o Vendor Mobile Application as outlined in Appendix C – eWIC Function and Service Requirements.

Would the State please provide the name of the State’s current vendor mobile application provider and describe the vendor mobile app’s current functionality?

State Response: The State’s current vendor mobile application provider is Voyatek. The retailer app gives functionality for store employees to:

• Scan barcodes to verify if items are SD WIC approved

• Submit items to review for addition to the APL

• Upload images and files

• Report issues to the SD WIC Program

12. Page 19 Section 3, Cardholder Mobile Application

Describe the following:

• The Offeror’s approach to interfacing with our current:

o Client Mobile Application as outlined in Appendix C – eWIC Function and Service Requirements.

Would the State please provide the name of the State’s current client mobile application provider, and describe the client mobile app’s current functionality?

State Response: The State’s current client mobile application provider is Voyatek. The mobile app:

• Allows participants to view upcoming appointments

• Displays current and future benefits

• Displays notifications from the WIC Program

• Allows UPCs to be scanned and displays whether the item is WIC eligible and if it can be purchased with the family’s current benefits

13. Page 20 Section 3, Training

Describe the following:

• Offeror’s approach to training users.

Please confirm that the answer to this requirement should describe the Offeror’s approach to training State users.

State Response: The State expects the Offeror to provide training to all state users that serve in a state role. The State does not expect the Offeror to provide training to the State’s vendors.

RFP Reference (Page #, section #, paragraph) Specific RFP Language Question

14. Page 28

7.2 Corporate

Experience Matrix

Offerors shall provide a matrix that depicts the projects on which tasks similar to those outlined in the RFP have been performed.

Could the State provide an example of this matrix and what specifics should be listed?

Section 7 requires the Offeror to provide a matrix of current eWIC and EBT clients with similar or relevant projects. Would that be applicable to this request?

State Response: Yes, the information listed in Section 7 should be included in the matrix.

15. Page 29

7.3 Corporate

Financial Stability

Offerors shall provide proof of financial resource and stability, as evidence of the Offeror’s capability to provide timely and uninterrupted services.

Does the State have specific items the Offeror should provide to meet this request? Specific documents?

Would a link to our financial statements (annual reports, etc.) suffice?

State Response: The State is not requesting specific documents. The State is requesting the Offeror to provide proof of financial resource and stability through documents that they would like to provide to meet this requirement. Yes, links to these documents would suffice.

16. Page 30 Section 8, Cost Proposal and Appendix C, page 21, Req.#

7.7.7 and Appendix D, Cost Proposal

Section 8: Core Services (CPCM) include:

2. WIC cards, equipment, and software which includes card readers, PIN pads and associated software for integration with the State’s MIS provider’s system;

Appendix C: 7.7.7: The eWIC Service Provider shall provide a card reader, consistent with current industry standards, for use in the clinics when issuing cards. South Dakota WIC requires 63 card readers; one for each of our 62 office sites and one for the state office.

Appendix D: Clinic Device Pricing *Magnetic stripe reader for clinics - Cost Per Unit

Section 8, number 2 states card readers are included in core services (to be included in the CPCM). Appendix C Req.# 7.7.7 also requires card readers which indicates that the pricing for must be included in the CPCM. However, Appendix D, Cost Proposal, includes a separate section for pricing magnetic stripe card reader for clinics, specifically the cost per unit.

Will the State please confirm that the pricing for the original provision of card readers for the clinic locations should be included in the CPCM?

State Response: Section 8, number 2 is incorrect in directing the Offeror to include any equipment as part of the CPCM. Any equipment needed to perform all WIC EBT transaction should be listed separately in Appendix D, and not included in the Cost Per Unit level.

RFP Reference (Page #, section #, paragraph) Specific RFP Language Question

17. Page 30 Section 8, Cost Proposal and Appendix D, Cost Proposal

Core Services (CPCM) include:

2. WIC cards, equipment, and software which includes card readers, PIN pads and associated software for integration with the State’s MIS provider’s system;

Clinic Device Pricing *PIN selection terminals for clinics - Cost Per Unit

Section 8, number 2 states PIN pads are included in core services (to be included in the CPCM). Appendix D, the Cost Proposal, includes a separate section for pricing PIN select terminals for clinics, specifically the cost per unit Will the State please confirm that the pricing for the original provision of PIN pads for the clinic locations should be included in the CPCM?

State Response: As noted in the State’s response to question 16, equipment costs should not be included in the CPCM but should be listed separately in Appendix D – Cost Proposal.

18. Page 30 Section 8, Cost Proposal

Core Services (CPCM) include:

2. WIC cards, equipment, and software which includes card readers, PIN pads and associated software for integration with the State’s MIS provider’s system;

Will the State please provide the number of PIN selection devices that are required to be supplied by the Offeror and are to be included in the

CPCM?

State Response: As noted in the State’s response to question 16, equipment costs should not be included in the CPCM but should be listed separately in Appendix D-Cost Proposal. The state would like the Offeror to indicate the cost of 125 PIN selection devices on this document. Please also include the cost to replace any of these 125 PIN selection devices.

19. Page 31 Section 8.1, Additional Work

The cost for additional work should be included in your proposal.

Appendix D does not contain a line item for the Offeror to provide pricing for Additional Work, per Section 8.1. Please reissue Appendix D with a place for the Offeror to provide its hourly rate for Additional Work in the Cost Proposal.

State Response: Please reference the amended Appendix D.

20. Page 32 Section 9, submission format Headings table

[Note: Line items from the table are listed as Heading — Referenced Section:]

• Response to Scope of Work Appendix C — 4

& Appendix C

• Staffing Approach — 5

• Resumes — 5.2

The wrong RFP Section number has been included in the Referenced Section column for the Headings listed to the left. Please update the RFP table to reflect the correct RFP Section number for these Headings, which are as follows:

• Response to Scope of Work Appendix C — 3 & Appendix C

• Staffing Approach — 6

RFP Reference (Page #, section #, paragraph) Specific RFP Language Question

• Corporate Qualifications — 6

• Non-Standard Software and/or Hardware —

10.5

• Cost Proposal — 7 & Appendix D

• Background Checks Statement —10.6

• Signed Scanning Form — 12

• Resumes — 6.2

• Corporate Qualifications — 7

• Non-Standard Software and/or Hardware — 9.5

• Cost Proposal — 8 & Appendix D

• Background Checks Statement —9.6

• Signed Scanning Form — 11

State Response: We recognize and apologize for this error. Please refer to the corrected Headings Table below.

RFP Reference (Page #, section #, paragraph) Specific RFP Language Question

21. Page 32 Section 9, submission format Headings table

[Note: Line items from the table are listed as Heading — Referenced Section:]

• Non-Standard Software and/or Hardware –

10.5

• Cost Proposal – 7 & Appendix D

• Background Checks Statement – 10.6

Can the State please confirm that you do, in fact, want Cost information to be included in the middle of the technical proposal? Often, states require that cost information be kept separate from any technical response.

State Response: We want all cost information supplied in Appendix D – Cost Proposal

22. Page 32 Section 9, submission format Headings table and Page 33, Section 9.4, Deliverables

[Note: The line item from the table is listed as Heading — Referenced Section:] Project Deliverables/Approach/ Methodology —

Section 9.4 states: This section should constitute the major portion of the work to be performed.

Provide a complete narrative detailing the assessment of the work to be performed, approach and methods to provide the requirements of this RFP, the offeror’s ability to fulfill the requirements of this RFP, the offeror’s approach, the resources necessary to fulfill the requirements, project management techniques, specialized services, availability to the project locale, familiarity with the project locale and a description of any options or alternatives proposed. This should demonstrate that the offeror understands the desired overall performance expectations. This response should identify each requirement being addressed as enumerated in Section 4.

Section 9.4, Deliverables, requires a response and references addressing Section 4 requirements, but Section 9.4 is not listed as a Referenced Section in the Headings table provided in Section 9; only Section 4 is.

Since the Headings table does have a line item for Project Deliverables/Approach/ Methodology, which references Section 4, it seems that this line item should also contain the reference to Section

9.4. Please confirm the Referenced Section column for the Project Deliverables/Approach/Methodology Heading should be changed to say “4 & 9.4”

State Response: Yes, this should be changed. Please refer to the corrected Headings Table below.

RFP Reference (Page #, section #, paragraph) Specific RFP Language Question

23. Page 33 Section 9.2

Provide the reports of third-party security scans done at the end of the four projects you provided in your proposal response.

Could the State please advise as to which four projects this question refers?

State Response: The four projects this question refers to should be the same projects listed in the matrix requested under 7.2 and 7.3.

24. Page 33 Section 9.5 Non-Standard Hardware and Software

State standard hardware and software should be utilized unless there is a reason not FState approval.

Please advise if this sentence is missing words. “FState”?

State Response: The sentence should read as follows: State standard hardware and software should be utilized unless there is a reason not to.

RFP Reference (Page #, section #, paragraph) Specific RFP Language Question

25. Page 34 Section 9.6, Background Checks

The offeror must include the following statement in its proposal:

(Company name here) acknowledges and affirms that it understands that the (company name here) employees who have access to production Personally Identifiable Information (PII), data protected under the Family Educational Rights and Privacy Act (FERPA), Protected Health Information (PHI), Federal Tax Information (FTI), any information defined under state statute as confidential or have access to secure facilities will have fingerprint-based background checks.

These background checks will be used to check the criminal history records of the State as well as the Federal Bureau of Investigation’s records.

(Company name here) acknowledges and affirms that this requirement will extend to include any Subcontractor’s, Agents, Assigns and or Affiliated Entities employees.

As written, this statement is too broad in its coverage of employees and subcontractor personnel. Normally, fingerprint-based background checks are limited in scope to specific roles or key project staff. Would the State please define specific roles for which a fingerprint check is necessary?

If the Offeror’s and subcontractor’s pre-employment screening includes application/resume checks, criminal background checks, and drug screenings, among other checks, would the State accept the Offeror’s and its subcontractor’s statements regarding the nature of the thorough employment background checks each company conducts for employees who are out of scope for a fingerprint-based background check?

State Response: Those who are defined to be in scope per what is written in the RFP are those who need to have a fingerprint-based background investigation. Yes, those who are out of scope for fingerprint-based background investigations can go through the employer’s normal background investigation hiring procedure, but that procedure must be provided to the State for review and approval.

26. Page 36 Section 10, Additional Proposal Evaluation Criteria and Appendix H – Evaluation Scoring Matrix

• Costs o s the proposed cost.

Cost: evaluates the proposed cost

Will the State please explain the criteria that will be used to evaluate Appendix D, Cost Proposal?

State Response: Please see Appendix H – Evaluation Scoring Matrix.

27. Page 38 Section 11, Scanning

The offeror should fill in the information below and sign the form. The offeror’s employee signing this form must have the authority to allow the State to do a security scan.

If the Offeror is a prime contractor proposing a subcontractor’s EBT system for this project, would it be acceptable for the subcontractor's authorized employee to sign the form?

RFP Reference (Page #, section #, paragraph)

State Response: Yes

28. Appendix A Section II, Cyber Liability Insurance

The Vendor will maintain cyber liability insurance with liability limits in the amount of $___________ to protect any and all Data the Vendor receives as part of the project covered by this agreement…

Will the State please provide the amount of cyber liability insurance required for this contract?

State Response: The State’s minimum standard is $3 million. This amount could change based on contract negotiations.

29. Appendix A Section II, Cyber Liability Insurance

The Vendor will maintain cyber liability insurance with liability limits in the amount of $___________ to protect any and all Data the Vendor receives as part of the project covered by this agreement…

Is the amount of cyber liability insurance negotiable?

State Response: The State’s minimum standard is $3million. This amount could change based on contract negotiations.

30. Appendix C There appear to be unresolved corrections via tracked changes still in this document that need to be accepted or rejected. Please advise as to what bidders should do with them.

State Response: Please accept them as they do not impact requirements.

31. Appendix C Req. # 1.1.2

What version of the WUMEI is the State currently using?

State Response: Version 2014

32. Appendix C Req. # 6.1.1.11

The reverse of the eWIC card shall have printed information as specified by the State Agency. It may also include the short version of the USDA FNS non-discrimination statement at the State Agency’s discretion.

The State's current card does not include the short version of the USDA FNS non-discrimination statement on the card back. Does the State intend to add this statement under the new contract?

State Response: No, the State does not intend to add this statement under the new contract.

33. Appendix C Req. # 2.1.3.2

The following batch file-based functions shall be supported:

• Request Automated Clearing House (ACH)

Requirement # 2.1.3.2 is ‘Required’; however, the two bullets about ACH payment include ‘(optional)’. Will the State please clarify if these two bulleted items are Required or Optional?

RFP Reference (Page #, section #, paragraph) Specific RFP Language Question

Payment (optional)

• Report ACH Payments (optional)

State Response: The two bulleted items should be marked as Required.

34. Appendix C Req. # 6.1.1.11

The reverse of the eWIC card shall have printed information as specified by the State Agency. It may also include the short version of the USDA FNS non-discrimination statement at the State Agency’s discretion.

If the State intends to change information printed on the card back, please confirm that cards with the updated information will be distributed through attrition rather than a mass replacement.

State Response: New cards will be distributed through attrition and not be replaced in mass. As users need new cards, they would get a new version of the card.

35. Appendix C Req. # 7.2.1

7.2.1 appears to have incorrect indentation. Please move to the left based on the numbering level.

State Response: This does not impact the content of the requirements matrix, please ignore.

36. Appendix C Req. # 7.6.1.1

7.6.1.1 appears to have incorrect indentation. Please move to the left based on the numbering level.

State Response: This does not impact the content of the requirements matrix, please ignore.

37. Appendix C Req. # 7.6.3.1

This requirement is missing a letter in the Req’d (R)/ Pref’d (P) / Opt’l (O) column. Please confirm this should be marked “R.”

State Response: This should be marked as Required.

38. Appendix C Pages 37-38 Req. # 10.5.1 and Req. # 10.5.2 – 10.5.7

In the Req’d (R)/Pref’d (P)/Opt’l (O) column Req. #

10.5.1 is marked “P” but associated Req. #s

10.5.2 – 10.5.7 are marked “R”

There is an apparent mismatch in listing Req.# 10.5.1 as “Preferred” and related functional requirements (10.5.2-10.5.7) as “Required.” Please confirm that providing Formula Warehouse Functionality and the associated functional requirements listed in this section are “Preferred” by the State. Otherwise, if Formula Warehouse functionality is required, please change Req. # 10.5.1 to “R” in the table.

State Response: The associated Requirement #s 10.5.2 – 10.5.7 should be marked as Preferred. The State would like a cost estimate for this

RFP Reference (Page #, section #, paragraph) Specific RFP Language Question functionality included in Appendix D – Cost Proposal is this is something the Offeror does not currently provide and would need to be built.

39. Appendix C Req. # 13.3.1.4

Formula warehouse activity report This requirement is “Required”; however, the initial Formula Warehouse functionality requirement (10.5.1) is “Preferred”. Please update this requirement to “Preferred” to match the initial Formula Warehouse functionality requirement. Otherwise, if Formula Warehouse functionality is required, please change Req. # 10.5.1 to “R” in the table.

State Response: Req # 10.5.1 should be switched to “R”. In the comment section for the offeror response, please indicate if this is already available by your company or would need to be developed.

40. Appendix C Req. # 11.4.6.7

As an optional service, eWIC Service Provider shall support the certification for a new POS system which has never been certified and is not currently processing eWIC. The cost for this service will be priced separately and exercised as needed by the State Agency. Any support provided under this task shall cover the costs of all State Agencies having vendors that are using the certified system.

Will the State please confirm the Offeror is to include pricing for Req. #

11.4.6.7 in Appendix D, Cost Proposal. Will the State please reissue Appendix D with a place for the pricing for Req. # 11.4.6.7.

State Response: Please include this information in the Other section on Appendix D. Adjust the table as needed.

41. Appendix C Req. # 11.6

All requirements in section 11.6 All requirements in this section are listed as ‘Optional’. Costs for optional functions/services are priced separately and not included in the CPCM price. Will the State please confirm the Offeror is to include pricing for all requirements in Appendix C, section 11.6 in Appendix D, Cost Proposal.

Will the State please reissue Appendix D with a place for the Offeror to include pricing for all the requirements in Section 11.6.

State Response: Please reference the amended Appendix D and adjust the table as needed.

42. Appendix C Req. # 11.7

All requirements in section 11.7 All requirements in this section are listed as ‘Optional’. Costs for optional functions/services are priced separately and not included in the CPCM price. Will the State please confirm the Offeror is to include pricing for all requirements in Appendix C, section 11.7 in Appendix D, Cost Proposal?

Will the State please reissue Appendix D with a place for the Offeror to

RFP Reference (Page #, section #, paragraph) Specific RFP Language Question include pricing for all the requirements in Section 11.7, if it is to be included?

State Response: Please reference the amended Appendix D and adjust the table as needed.

43. Appendix C Req. # 12.1.1.2

The Cardholder Support Line shall support additional languages through the use of a language line or similar service.

A language line requires live CSR support. Please clarify that the required languages to be supported by the 24/7 IVR are English and Spanish, and that a language line will only need to be supported if the State chooses the option for live customer service.

State Response: The State expects English and Spanish to be the languages supported through the 24/7 IVR. A language line will only need to be supported if the State opts to use a live customer service line.

44. Appendix C Req. #12.1.1.4

The Support Line shall include teletypewriter (TTY) capability provided to clients with hearing disabilities.

The teletypewriter (TTY) capability requires live CSR support. Please clarify that the teletypewriter (TTY) capability will only need to be supported if the State chooses the option for live customer service.

State Response: An automated customer service system that uses an IVR menu should be accessible for TTY users through accessible prompts, sufficient response time, and by ensuring a message remains intact through the interaction.

45. Appendix C Page 59-60 Req. # 12.1.4.9

12.1.4.9: Four items/lines below are not correctly marked. They appear, based on the indentation level, to be a level below 12.1.4.9., so perhaps

12.1.4.9.1 onward. Please update the numbering if that is the State’s intent.

State Response: The indentation level of the numbered items is incorrect, but the numbering is accurate.

12.1.4.9.1 - Shall support a configurable...

12.1.4.9.2 - Shall support password changes...

12.1.4.9.3 - Shall support the recovery...

12.1.4.9.4 - Shall allow a user...

46. Appendix C Page 60-61

The item/line below 12.1.5.1 is not correctly marked. Perhaps it is 12.1.5.1.1; however, the lines below are listed as 12.1.5.1.1.1 –

12.1.5.1.1.14 (through 12.1.5.2). Can the State either correct the

RFP Reference (Page #, section #, paragraph) Specific RFP Language Question

Req. # 12.1.5.1 numbering or confirm if there is a missing requirement that should be numbered 12.1.5.1.1?

State Response:

The language for 12.1.5.1 is to be replaced with the following:

“The interface with the SDWIC-IT Cardholder Mobile App shall at a minimum include the following functions:

• Access current cardholder balance information

• Access recent cardholder transaction history

• Download the APL

• Allow a user to deactivate a lost, stolen, or damaged card (if supported by the State’s app)”

Please disregard Items 12.1.5.1.1-12.1.5.1.14.

47. Appendix C Pages 60-61 Req. # 12.1.5- 12.1.5.1 and Req. # 12.1.5.2 - 12.1.5.2.1.14

Interface with MIS Provider to support their existing SDWIC-IT Cardholder Mobile App Shall develop and support an interface to support a third-party mobile application that supports cardholder services.

Require cardholders to set up access using a User Name and Password; set up actions shall require the verification of identity using the eWIC card number and cardholder’s demographic data such as DOB and zip code. It is expected that cardholders will be able to use the same user name and password for the Cardholder Portal and the Mobile App.

Shall support a configurable number of invalid password entries and lock the account from further attempts. This lock shall not impact the

Requirements 12.1.5 and 12.1.5.1 state the Offeror must provide an interface to the State’s SDWIC-IT Cardholder Mobile App to support cardholder services. The Offeror’s interface with the State’s mobile app allows the State’s app to fulfil the required services (such as providing account information from the Offeror’s EBT system), but it is the State’s app that must provide the functionality listed in Requirements 12.1.5.2 through 12.1.5.2.1.14. Because these are not functions of the interface, but rather functions of the State’s app, please remove these requirements (12.1.5.2 through 12.1.5.2.1.14) and replace them with language similar to Requirement # 12.1.5.4 for the third-party mobile app, such as:

“The interface with the SDWIC-IT Cardholder Mobile App shall at a minimum include the following functions:

• Access current cardholder balance information

• Access recent cardholder transaction history

RFP Reference (Page #, section #, paragraph) Specific RFP Language Question cardholder’s ability to use their card at an authorized vendor location.

Shall support password changes either with the entry of the previous password to verify identity or through a password recovery if the user has forgotten or locked their account because of incorrect password entry.

Shall support the recovery of user names following the verification of identity.

Supports access to multiple cards for a single user.

Provides current balance information, real-time.

Provides current information for recent transactions (within the last 30 days), real-time.

Allows user to deactivate a lost, stolen, or damaged card. Deactivation will be effective immediately.

Maintains current APL and allows lookup of products by UPC (key entry or bar code scan), by name/description, and by filtering by category/subcategory.

When a UPC is scanned by a user logged into their account, it will identify the following information:

• WIC item yes or no;

• Is it on the participant benefit, yes or no;

• The quantity remaining of the benefit;

• Is there sufficient quantity to purchase the item, yes or no.

Allows users to locate authorized vendors; this may include integration with other mapping/navigation applications.

• Download the APL

• Cancel a card (if supported by the State’s app)”

State Response:

The language for 12.1.5.1 is to be replaced with the following:

“The interface with the SDWIC-IT Cardholder Mobile App shall at a minimum include the following functions:

• Access current cardholder balance information

• Access recent cardholder transaction history

• Download the APL

• Allow a user to deactivate a lost, stolen, or damaged card (if supported by the State’s app)”

Please disregard Items 12.1.5.1.1-12.1.5.1.14.

RFP Reference (Page #, section #, paragraph) Specific RFP Language Question

Supports push notifications indicating when benefits will be expiring, when benefits have become available.

Supports broadcast notifications initiated by the State Agency.

Allow user to view the State Agency food list brochure as a PDF or integrate the food list information into the mobile app for viewing by the user.

Provides information on or links to WIC income guidelines, WIC contact information (clinic and state), and clinic locations

48. Appendix C Page 61-62 Req. # 12.1.5.2

The two items/lines below are not correctly marked. Please change to

12.1.5.2.1 and 12.1.5.2.2 if that is the State’s intent.

State Response: Requirements listed under those numbers are optional. Please update the numbering in your response.

49. Appendix C, Page 62, Req. # 12.1.6.3

IVR identification of cardholder using information other than card number in the event the card had been lost. The system could use data such as street address or phone number to confirm identity.

(Company) validation criteria to status cards as lost, stolen or damaged are DOB (MMDDYYYY) and 5 digit ZIP code. Must the state accept both DOB and ZIP as required fields before a card can status as lost, stolen or damaged?

State Response: Yes

50. Appendix C Page 63-64 Req. # 12.2.1

12.2.1: The many items/lines below this do not appear to be correct until

12.2.2. If the 2nd through 5th lines are 12.2.1.1 onward, the lines below that are not correctly numbered. Will the State please correct the numbering?

State Response: Remove 12.2.1.1.1 and replace with 12.2.1.1.

Continue this numbering pattern through 12.2.1.5.

Replace 12.2.1.2 (The Following Support services…) with 12.2.1.6 and continue this numbering pattern through 12.2.1.10.

RFP Reference (Page #, section #, paragraph) Specific RFP Language Question

51. Appendix C Page 64-65 Req. # 12.2.2.3

The 4 items/lines below seem to be 12.2.2.3.1 – 12.2.2.3.4 based on the indentation level, please update if that is the State’s intent.

State Response: The State confirms the four number values are

12.2.2.3.1 – 12.2.2.3.4.

52. Appendix C Req. # 13.3.1.5

The 6 items/rows below seem to be 13.3.1.5.1 – 13.3.1.5.6 based on the indentation level, please update if that is the State’s intent.

State Response: The State confirms that the sub-bulleted items below the 13.3.1.5 Fraud Reports level should be Items 13.3.1.5.1 – 13.3.1.5.6.

53. Appendix C Req. # 13.7.7

The eWIC Service Provider shall provide data warehouse capability that will allow authorized State staff to access the data warehouse through administrative terminals, screens, and/or systems or through an internet browser application. This data must include at a minimum, but not necessarily be limited to, the data elements below:

• Formula Warehouse Transaction Data

This requirement and the bulleted list of data elements that follows are “Required”; however, the initial Formula Warehouse functionality requirement (10.5.1) is “Preferred”. Please update this item in the bulleted list to “Preferred” to match the initial Formula Warehouse functionality requirement. Otherwise, if Formula Warehouse functionality is required, please change Req. # 10.5.1 to “R” in the table.

State Response: Req # 10.5.1 should remain Preferred. All bulleted items under 10.5.1 should also be marked Preferred. The State would like a cost estimate for this functionality included in Appendix D – Cost Proposal is this is something the Offeror does not currently provide and would need to be built.

54. Appendix C Req. # 14.4.2

This requirement is missing a letter in the Req’d (R)/ Pref’d (P) / Opt’l (O) column. Please confirm this should be marked “R.”

State Response: This should be marked as Required. P

55. Appendix C, Page 79, Req. # 15.5.4

Columns 3-5 are populated with “15.5.5 R,” “15.5.6,” and “15.5.7” Highlighted line 15.5.4

Please confirm that the numbers in these columns are extraneous and should be deleted.

Please remove the highlighting on this line.

State Response: Please ignore the highlight and the numbers.

56. Appendix C, Page 80, Req. # 15.5.5.5 Please confirm the Req. # should be 15.5.5. The row below it seems to be correctly labeled as 15.5.5.1.

RFP Reference (Page #, section #, paragraph) Specific RFP Language Question

Req. # 15.5.5.5 State Response: The State confirms this error. The correct Req # is 15.5.5.

57. Appendix C Pages 83, 84, 85, and 87 Req. #s 16.1.5, 16.2.5, 16.3.5,

16.7.2. and 16.7.3

A minimum of three (3) stand-beside devices shall be supplied by the eWIC Service Provider to support ongoing testing activities for the life of the project.

A minimum of three (3) stand-beside devices shall be supplied by the eWIC Service Provider to generate redemption data.

The eWIC Service Provider shall supply a minimum of three (3) stand-beside devices for

UAT.

A minimum of three (3) stand-beside devices shall be supplied by the eWIC Service Provider to support ongoing testing activities for the life of the project.

The State Agency may require three (3) stand-beside devices configured for the training environment to support training staff for the life of the project.

Five testing requirements each state that three (3) stand-beside devices are required for testing. Please confirm that the Offeror is to provide a total of three (3) stand-beside devices to fulfill all the project’s testing requirements. (In other words, the same 3 devices can be used for all testing needs.) If not, please provide the total number of stand-beside devices required to support all testing requirements for the life of the project.

State Response: Only 3 stand-beside devices are needed for the state testing.

58. Appendix C Req. # 17.5.2 and Req. # 17.6.1.1,

17.6.1.2 (page 93)

17.5.2 This line item appears to have incorrect indentation. Please move to the left based on numbering level if that is the State’s intent.

17.6.1.1 and 17.6.1.2 Theses indentations should be moved to the right based on the numbering level. Please update if that is the State’s intent.

State Response: The State confirms the line item 17.5.2 text indentation should move to the left to match 17.5.1.

59. Appendix C

The items/numbering following 17.13 are incorrect, please correct.

RFP Reference (Page #, section #, paragraph) Specific RFP Language Question

Req. # 17.13 State Response: Replace the line item numbering under 17.13 to

17.13.1 – 17.13.3.

60. Appendix C Req. # 17.19.2

The Cardholder and Vendor IVR Scripts shall be delivered no later than five months prior to Conversion.

Please confirm (company) can supply the graphical workflow of the cardholder and vendor IVR five months prior to conversion to satisfy this requirement for a script. Once the State approves the workflow document, (company) generates scripts for testing from this approved graphical flow chart.

State Response: Yes, this is confirmed as acceptable.

61. Appendix C Req. # 18.10.3

The participant call center shall have an abandoned call rate of less than 3%.

In our experience and analysis, we have found calls defined as abandoned are often times calls that transfer from the IVR sooner than the caller can disconnect when they didn’t intend to speak with a CSR. In order to account for this situation, will the State agree that calls disconnecting in less than 30 seconds will not be considered in the abandoned call calculation?

State Response: Yes, the State agrees.

62. Appendix C Req. # 18.10.7

All cardholder and vendor customer service calls shall be resolved within 24 hours of the first call from the cardholder or the vendor.

Not all calls can be resolved within 24 hours. For example, vendor customer service calls include calls related to equipment replacements.

Calls received on a Saturday requiring equipment to be mailed cannot be considered resolved until the equipment is mailed on the following business day. Therefore, will the State consider modifying this requirement to allow 24 business hours to resolve calls?

State Response: Yes, this can be changed to 24 business hours.

63. Appendix C Req. # 18.11.1

The eWIC Service Provider shall ensure that 100% of all stand-beside terminals are shipped to vendors within five (5) business days of receipt of the signed vendor contract during operations and within five (5) business days of receipt of the signed vendor contract during the conversion phase.

Because this is a 100% service level requirement and some vendors don’t correctly complete the contract before submitting it, would the State please revise this requirement as follows?

The eWIC Service Provider shall ensure that 100% of all stand-beside terminals are shipped to vendors within five (5) business days of receipt of the signed and accurately completed vendor contract during

RFP Reference (Page #, section #, paragraph) Specific RFP Language Question operations and within five (5) business days of receipt of the signed and accurately completed vendor contract during the conversion phase.

State Response: The revised version of the requirement noted above is acceptable.

64. Appendix C Req. # 19.2.1.2

The State expects change orders to be paid based on a fixed price or time and materials basis. Pricing will be based on hourly rates submitted with the response to this RFP and will be negotiated after the change order has been defined and work hours can be estimated. In the event the fixed price amount exceeds the actual cost of time and material, the State will be charged the lesser amount.

Appendix D does not contain a line item for the Offeror to provide pricing for change orders, per Appendix C, Req. # 19.2.1.2. Please reissue Appendix D with a place for the Offeror to provide its hourly rate for change orders in the Cost Proposal.

State Response: Please reference the amended Appendix D – Cost Proposal and place this information as a separate line item. The Item and/or Description should be named Change Orders.

65. Length of Contract and Appendix D, Cost Proposal Req. # 1.17

The contract will be for a period of five (5) years with the possibility of two, one-year extensions.

‘Ongoing’ columns of Appendix D.

Section 1.17 states the length of the contract will be for five (5 years) with possible two, one-year extensions. Appendix D columns for ‘Ongoing’ span Year 1 through Year 4. Will the State please update Appendix D to allow the Offeror to include pricing for Year 5 and for each of the one-year extensions?

State Response: Please reference the amended Appendix D – Cost Proposal.

66. Appendix D Cost Proposal

Clinic Device Pricing

* PIN selection terminals for clinics – Cost Per Unit

If the State confirms that the price for the original provision of PIN pads is to be included in the CPCM, will the State please also confirm that the Clinic Device Pricing for PIN selection terminals for clinics in Appendix D only applies to the replacement of a PIN pad, should a PIN pad need replaced during the life of the contract?

State Response: As noted in the State’s response to question 16, equipment costs should not be included in the CPCM but should be listed separately in Appendix D-Cost Proposal. The state would like the Offeror to indicate the cost of 125 PIN selection devices on this document. Please also include the cost to replace any of these 125 PIN selection devices.

RFP Reference (Page #, section #,

67. Appendix D Cost Proposal

Clinic Device Pricing *Magnetic stripe reader for clinics – Cost per Unit

If the State confirms that the price for the original provision of card readers is to be included in the CPCM, will the State please also confirm that the Clinic Device Pricing for magnetic stripe card readers in Appendix D only applies to the replacement of a card reader, should a card reader need replaced during the life of the contract?

State Response: This would not be included in the CPCM and should only apply to the replacement of a card reader, should a card reader need replaced during the life of the contract.

68. Appendix D Cost Proposal

Retail WIC-only POS Devices VerfiFone Vx520 monthly lease price, maintenance and supplies.

Would the State please allow for the Offeror to price for the latest POS device instead of the older model VeriFone VX520? If so, please remove the reference to the VeriFone VX520.

State Response: Please reference the amended Appendix D – Cost Proposal. The reference to the VeriFone Vx520 has been removed.

Please update this item in Appendix D with the correct model.

69. Appendix D Cost Proposal

CPCM Pricing The State has not included a place to record CPCM for optional contract years.

Please add that to Appendix D.

State Response: Please add additional columns as needed for Appendix D.

70. Appendix D Cost Proposal

Optional Service Pricing - Card Sleeve Pricing Card sleeves are priced differently for a basic sleeve versus a sleeve with a folder or a fold out flap.

Would the State please define which type of sleeve it wants or reissue the Cost Proposal with additional lines to allow the Offeror to provide pricing for the different types?

State Response: Please add additional lines as needed under the Optional area of Appendix D to allow the Offeror to provide pricing for both.

RFP Reference (Page #, section #, paragraph) Specific RFP Language Question

71. Appendix D Cost Proposal

Clinic Device Pricing *PIN selection terminals for clinics

Does the State require an autonomous POS type selection device or a PIN pad that is plugged into a PC or laptop for PIN selection in the clinics? If the State would like pricing for both, please reissue Appendix D with added lines (two separate lines) for the Offeror to include pricing for POS type selection devices and PIN pads.

State Response: The State would like pricing for both. Please add additional lines as needed under the Optional area of Appendix D to allow the Offeror to provide pricing for both.

72. Appendix D Cost Proposal

*All requirements marked as Optional in Appendix C – eWIC Function and Service Requirements shall be included in the above table. They should be marked and priced separately by requirement number. Please add additional lines for each optional requirement.

The Implementation/Transition item is marked with an * indicating it is option per the explanation listed. Please confirm if this should be priced as an optional item or as a component of the CPCM.

State Response: The Implementation/Transition is a required item and should be priced as a stand-alone item and as such, should not be included as a component of the CPCM. The * has been removed in the amended Appendix D – Cost Proposal.

73. Appendix D Cost Proposal

*All requirements marked as Optional in Appendix C – eWIC Function and Service Requirements shall be included in the above table. They should be marked and priced separately by requirement number. Please add additional lines for each optional requirement.

This states that optional items should be placed in the table above, but, Optional Service Pricing is actually part of the table below this statement.

Please clarify which table the optional items should be placed in and reissue Appendix D with appropriate line items for Optional pricing.

State Response: The Offeror should include pricing for optional requirements in the second table. Add optional items to the second table and include the reference to the requirement number and description.

Appendix D – Cost Proposal has been amended to make this clearer.

74. Appendix D Cost Proposal

Optional Service Pricing The second table, which includes Optional Service Pricing, does not list all the optional items listed in Appendix C. Would the State reissue Appendix D with line items provided for all the Optional Services for which the State requires pricing?

For example, the State has provided a line item for 24/7 live customer service which is listed as “O” in Appendix C.

RFP Reference (Page #, section #, paragraph) Specific RFP Language Question

Please allow the Offeror to enter per-unit pricing for these items.

State Response: The Offeror should include pricing for optional requirements and services in the second table. Add optional items to the second table and include the reference to the requirement number and description, if applicable. The Cost Basis can be changed as needed by the Offeror. Appendix D – Cost Proposal has been amended to make this clearer.

75. Appendix D Cost Proposal

Optional Service Pricing -24/7 Live Customer Service Pricing per CPCM

The unit of measure for pricing the Optional 24/7 live customer service is ‘cost per case’. With this format, the 24/7 live customer service pricing will become a second CPCM that will be added to the primary CPCM.

Please update Appendix D to allow the Offeror to provide a per-minute, per-call rate for 24/7 live customer service.

This will allow a more advantageous pricing structure for South Dakota, a state with lower call volumes, as the State would only pay when a cardholder uses this service, versus an overall increase to the CPCM.

State Response: We encourage the Offeror to provide different cost models for these items that will best serve South Dakota.