RFI_S-83900-00012033_Case Management System_BOLI.pdf

CONTACT

Stephanie Tunelli

Oregon Bureau of Labor and Industries Procurement, Business Operations Unit

1800 SW 1st Ave, Suite 500 Portland, OR 97201

Phone: 971-358-3941 E-mail: stephanie.tunelli@boli.oregon.gov

BOLI Case Management System

Request for Information S-83900-00012033 mailto:stephanie.tunelli@boli.oregon.gov

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Contents

Section 1: General Information

1.1 Introduction

1.2 For Information Purposes Only

1.3 Agency Background

1.4 Current State

Section 2: Participation in this RFI

Section 3: Information Requested

3.1 Solution Capabilities Requirements

3.2 Questions

3.3 Pricing

Section 4: Instructions to Respondents

4.1 Single Point of Contact (SPC)

4.2 Schedule

4.3 Respondent Questions and Clarifications

4.4 RFI Submission

4.5 Submission Requirements

A) Executive Summary

B) Solution Description

E) Completed Respondent Summary Page (Attachment A)

F) Optional Materials (as appropriate)

Section 5: Public Record/Confidential or Proprietary Information

Section 6: Attachments:

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Section 1: General Information

1.1 Introduction

The Bureau of Labor and Industries (BOLI) protects workers’ rights through enforcement of state labor laws, ensures access to housing and public accommodations free from discrimination for all Oregonians, and promotes the development of a highly skilled workforce through registered apprenticeship programs.

Core Values

• Protection for workers - BOLI ensures Oregon workers have access to their rights by investigating worker claims and complaints and enforcing state laws relating to wages, hours, terms and conditions of

• Equity in public spaces - BOLI enforces civil rights in public spaces and housing, defending Oregonians against discrimination, harassment, and retaliation based on their protected classes.

• Empowerment through registered apprenticeship - BOLI advances employment opportunities and promotes the development of a highly skilled, competitive workforce in Oregon through registered apprenticeship programs.

• Education and support for employers - BOLI helps employers navigate and comply with wage and hour and civil rights laws through support, education, and training.

• Accountability with integrity - In cases where there is substantial evidence of unlawful practice, BOLI pursues justice through conciliation, corrective action, settlement, or taking the case to an administrative hearing.

The Bureau of Labor and Industries (hereby referred to as “BOLI” or “Agency”) is seeking information from qualified vendors on case management systems that will streamline our processes, improve data accuracy, and enhance service delivery. In addition, we seek to streamline our claim process, enhance functionality of claim documents and records, increase efficiency, increase capabilities to conduct data analysis and manage data quality, and better serve the citizens of Oregon.

The purpose of this Request for Information (RFI) is to:

1. Evaluate Replacement Solutions: Assess a range of modern solutions that could effectively replace BOLI’s existing legacy case management system, data management tools, and various ancillary applications currently in use. The goal is to identify solutions that can streamline case processing, reduce manual data entry, and enhance efficiency across divisions.

2. Ensure Full System Replacement with Minimal Legacy Integration: Prioritize solutions that offer a complete replacement of existing case management, tracking, and data management systems rather than integrating with legacy applications. We aim to transition away from outdated tools entirely. Where full replacement is not feasible, we are looking for cost-effective options, such as customizable import/export features

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(e.g., .csv files), to simplify data migration and streamline ongoing data exchange without relying on complex integration.

3. Gain Market Insight for End-to-End Solutions: Collect information on available solutions in the marketplace that offer comprehensive, end-to-end functionality. This includes capabilities for centralized case management, workflow automation, user-friendly interfaces, robust reporting, and reliable system performance, all tailored to meet the evolving needs of BOLI’s divisions.

BOLI expects the information collected from this RFI to assist in creating a future solicitation;

the vendor community is encouraged to include helpful elements, including products and services, for a future solicitation.

1.2 For Information Purposes Only

This RFI is issued solely for information and planning purposes and does not constitute a solicitation. Submissions to this notice are voluntary, do not constitute offers and will not be accepted by BOLI to form a binding contract. Respondents are solely responsible for all expenses associated with their response and associated travel or other presentation expenses, as applicable, to this RFI.

1.3 Agency Background

The Oregon Bureau of Labor and Industries (BOLI) is organized into three main divisions: the Civil Rights

Division, the Wage & Hour Division, and the Apprenticeship & Training Division. Each division includes specialized units and teams focused on enforcing labor laws, delivering diverse services, and supporting internal and external stakeholders. Central to BOLI’s mission is the enforcement of labor laws, which are vital to its regulatory responsibilities.

To enhance service delivery and regulatory compliance, BOLI is beginning the process of procuring a new comprehensive Case Management System. The goal of this new system is to streamline case handling, centralize data, and improve communication across divisions. Along with these goals, the project shall align with the State of Oregon’s Diversity, Equity, and Inclusion Action Plan, emphasizing equitable access to services and community outreach. By investing in this system, BOLI seeks to increase operational efficiency, enhance constituent service, and provide more inclusive services, ultimately better protecting the rights of Oregon’s workforce.

1.4 Current State

BOLI currently uses a suite of legacy in-house applications and manages various operational needs across its divisions, including case management, apprenticeship tracking, wage project monitoring, and compliance activities. These systems have served the agency for many years but now present significant challenges due to their outdated architecture and fragmented nature.

The primary Case Management System is used for handling investigations across multiple

S-83900-00012033 BOLI Case Management System RFI Page 5 of 10 divisions, such as the Civil Rights Division (CRD), Wage and Hour Division (WHD), Administrative Prosecution Unit (APU), and the Alternative Dispute Resolution (ADR) units.

This system supports a variety of roles, including intake staff, investigators, and managers.

However, it relies heavily on manual data entry and lacks a centralized platform for organizing case-related information, which often results in data silos, duplication, and inconsistent information access.

The Apprenticeship Tracking System manages apprenticeship program data but is limited in scope, as it does not include the ability to cross-reference with the current case management system or other integration capabilities. The system is fragmented and requires manual updates, making it challenging to maintain accurate and up-to-date records.

Multiple other systems are responsible for monitoring prevailing wage projects, labor contracting and licensing, and child labor cases. All systems are similarly outdated and struggle with manual processes and difficulty with data management.

Additionally, BOLI relies on several Public Web Portals for external-facing activities, including grant management, public works reporting, compliant filing, pre-apprenticeship registration, and apprenticeship tracking. These portals are manually maintained and require individual user configurations, which is time-consuming and increases the risk of configuration errors. They also lack robust integration with internal systems, resulting in inconsistent data flow and limited visibility.

Overall, BOLI’s current toolset is beset by manual processes, fragmented systems, and limited reporting capabilities. There is a lack of centralized storage for case-related data, inadequate audit trails for user activity, and insufficient controls for data protection.

BOLI’s existing case management and related tools are failing to meet the agency’s operational needs. The existing systems are inefficient, unreliable, and unable to support staff in handling cases quickly and effectively. As a result, the agency faces delays, increased staff time to complete tasks, and limited ability to streamline workflows. These challenges have prompted BOLI to explore options for a modern, integrated solution that can enhance efficiency, reduce manual work, and improve overall case processing.

Section 2: Participation in this RFI To assess current solutions on the market, through this RFI process, BOLI is seeking responses from any and all Respondents who offer an end-to-end solution in which one or more commercial off-the-shelf or custom solutions are integrated in a manner that acts as a single solution accomplishing all the desired objectives. As requirements discovery and documentation activities are still underway for the project, it is not BOLI’s intention at this stage to fully define a future-state solution. Rather, responses to this RFI will assist BOLI in identifying all available solutions and system features and components that BOLI may want to include in future procurement documents.

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Respondents to this RFI may be invited to meet with BOLI to provide further information.

This meeting would be intended to allow the free flow of information about the Program and offer the opportunity for respondents to demonstrate their solution. Respondents are encouraged to invite any potential subcontractors with whom they may have a business relationship and who will be reasonably expected to partner in response to a formal solicitation process.

Vendors who provide any of the capabilities (e.g., access management, reporting) but not all, are encouraged to respond to this RFI. Please describe any limitations of the proposed solution in the narrative of the response.

Section 3: Information Requested

3.1 Solution Capabilities Requirements

The Agency’s desired solution will provide end-to-end functionality and connectivity (native or integrated) to internal and external users between the Core System, Employer, Dispute Resolution, and Enforcement & Provider modules, either as a single product or through integration. BOLI’s core, high-level required functionality is described in Table 1. This is not a comprehensive list of requirements as the Agency is still in the requirements gathering phase.

Table 1. High-Level Requirements

Solution Component High-level Requirement

Access Management & Security 1. Ability to establish role-based security and permissions for access to records

2. Ability to generate audit trail for changes to information on records

Correspondence 3. Ability to establish templates for correspondence

4. Ability to auto-populate templates with master record information (e.g.

address, case number, FEIN)

5. Ability to generate print files for mailing

6. Ability to append correspondence to centralized master records

Data Management 7. Ability to alter incorrectly entered information through the user interface by users with proper permission

8. Ability to establish centralized master records

Data Exchange 9. Ability to accept complaints electronically and in person

10. Ability to export data for use external to the solution

11. Ability to comply with all relevant data privacy laws

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Document Management 12. Ability to securely manage documents, including version control

13. Ability to associate uploaded documents (e.g. investigation artifacts) to a master record.

14. Ability to purge records automatically according to data retention policies

15. Ability to create interactive forms

16. Ability to populate forms with information known to BOLI

Reporting 17. Ability to generate informational/analytical reports

18. Ability to generate operational reports

Rules Automation 19. Ability to establish business rules to automate simple processes (e.g.

statute of limitations checks, basic eligibility criteria validation)

20. Ability to calculate due dates accounting for weekends and scheduled state holidays

Self-Service Interface 21. Ability to internally (to the solution) manage case-related communication and documentation via a self-service interface

Workflow Management

22. Ability to create alerts to notify staff of new activity requiring action

23. Ability to create alerts to notify staff to act on an item after a specified waiting period

24. Ability to route information between BOLI units

25. Ability to create and customize case workflows that can trigger creation of case related forms, standardized communications, alerts, reminders, etc. at the appropriate time in the investigation

26. Ability to create cases manually or via automated workflow

User Interface 27. Ability to update master records

28. Ability for divisions and/or staff to create a case summary page and customize data points contained on the page

29. Ability to comply with state and federal accessibility requirements

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3.2 Questions

The Excel document included with this RFI (Attachment C) includes additional questions requested by BOLI. Please provide your responses directly with the Excel template. Respondents should provide responses to each question in the ‘Vendor Response’ column on each tab.

3.3 Pricing

BOLI is interested in obtaining information about the total cost of the proposed solution as identified within this RFI for project planning purposes only.

Please provide preliminary cost information for solutions described in Section 3.1 Solution Capabilities Requirements:

• Initial setup and implementation

• Licensing and subscription (if applicable)

• Maintenance and support fees

• Customization costs, if required

Please provide estimates in the format included on Tab 6. Pricing Estimate Template of the Excel questions template (Attachment C). Estimates should include at minimum five years of total costs and should detail any assumptions used to inform and arrive at the price. The data listed in Table 2 may be used to inform pricing estimates.

Table 2. User Data

User Type Total

All Users of BOLI Core System 200

Super Users (with ability to configure lists or simple administrative tasks)

System Administrators 5

Section 4: Instructions to Respondents

4.1 Single Point of Contact (SPC)

All communications must be in writing to the SPC listed on the front page and emailed to stephanie.tunelli@boli.oregon.gov.

4.2 Schedule

Key dates for this RFI are as follows:

• RFI Issued Date: 11/12/2024

• Respondent Questions/Clarifications Due Date: 11/25/2024, by 12:00 PM (PT)

• Anticipated Answers to Questions/Clarifications Date: 11/27/2024

• Respondent Submissions Due Date: 12/12/2024, by 2:00 PM (PT)

4.3 Respondent Questions and Clarifications

Respondents should submit any questions or requests for clarification related to this RFI via

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OregonBuys on the solicitation Q&A tab or by email to the SPC. Agency shall provide responses to questions in a timely manner, on the Q&A tab directly and by email if requested. Questions may be submitted up to the date and time listed in Section 4.2, Schedule.

Questions via telephone or any other manner will not be accepted.

Prospective Respondents are solely responsible for checking OregonBuys to determine if any questions and/or answers have been issued. Questions and Answers are incorporated into this RFI by this reference.

4.4 RFI Submission

Agency is only accepting electronic submissions emailed to stephanie.tunelli@boli.oregon.gov.

The Submission must meet the following criteria:

• Responses shall be submitted in written form formatted as .doc, .docx, .xls, .xlsx, .csv, or .pdf.

• The size limit for a single email is 10MB. You may submit a Response in one or more parts to ensure proper delivery.

• Email subject line must include “S-83900-00012033”.

• Responses must be received no later than December 13, 2024; 2:00 PM Pacific Time

4.5 Submission Requirements

Responses to this RFI shall be submitted electronically in written form. No verbal responses will be accepted. BOLI requests that responses include the following sections:

A) Executive Summary

• Please provide a brief overview of the vendor and vendor’s background, and an explanation of the features of the submission and an overview of responses to the information requested in this RFI.

B) Solution Description

• Please provide a description of the solutions capabilities and describe the solution’s ability to meet BOLI’s high-level requirements of a future state as described in Section 3.1 Solution Capabilities Requirements.

C) Response to Section 3.2 Questions

• Please utilize the Questions Template and guidelines described in Section 3.2

Questions for this response.

D) Response to Section 3.3 Pricing

• Please utilize Tab 6 of the Questions Template and guidelines described in Section 3.3 Pricing for this response.

E) Completed Respondent Summary Page (Attachment A) F) Optional Materials (as appropriate)

• Respondents are permitted to share any additional marketing brochures or product documentation

• Disclosure Affidavit (Attachment B)

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Section 5: Public Record/Confidential or Proprietary Information All submissions are public records and are subject to public inspection. If a Respondent believes that any portion of its submission contains any information that is a trade secret that is exempt from disclosure under ORS Chapter 192.345(2) or otherwise is exempt from disclosure under the Oregon Public Records Law (ORS 192.311 through 192.478), the Respondent must complete and submit the Affidavit of Trade Secret (Attachment B) as well as a fully redacted version of its response, clearly identified as the redacted version.

Respondents are cautioned that cost information generally is not considered a trade secret under Oregon Public Records Law (ORS 192.311 through 192.478) and identifying the submissions, in whole, as exempt from disclosure is not acceptable. BOLI advises each respondent to consult with its own legal counsel regarding disclosure issues.

If the Respondent fails to identify the portions of the submission that the Respondent claims are exempt from disclosure, the Respondent has waived any future claim of non-disclosure of that information.

Section 6: Attachments:

• Attachment A – Respondent Summary Page

• Attachment B – Affidavit of Trade Secret (Optional)

• Attachment C – Questions Template