Revised 4/26

25-RFP-12233

TECHNICAL SUBMITTAL

I-1. Statement of the Project. State in succinct terms your understanding of the Project, and the service required by this RFP. The Offeror’s response should demonstrate that the Offeror fully understands the scope of services to be provided, the Offeror’s responsibilities, and how the Offeror will effectively manage the contract.

Offeror Response

I-2. Management Summary. Include a narrative description of the proposed effort and a list of the items to be delivered and services to be provided. The summary should condense and highlight the contents of the Technical Submittal in a manner that allows a broad understanding of the entire Technical Submittal.

I-3. Qualifications.

A. Company Overview. The Offeror should describe its corporate history. This section should detail information on the ownership of the company (names and percent of ownership), the date the company was established, the date the company began operations, the physical location of the company, and the current size of the company.

The Offeror should provide a corporate organizational chart.

The Offeror should describe its corporate identity, legal status and forms, including the name, address, telephone number, and email address. In addition, the Offeror should provide the name of the principal officers, a description of its major services, and any specific licenses and accreditations held by the Offeror.

Offerors should provide similar organizational background information on any significant subcontractor for services. A significant subcontractor is defined as an organization undertaking more than 10% on the total cost basis of the work associated with this RFP.

If an Offeror is proposing to use the services or products of a subsidiary or affiliated firm, the Offeror should describe the business arrangement with that entity and the scope of the services the entity will provide.

If the experience of any proposed subcontractor is being used to meet the qualifications and requirements of this RFP, the Offeror should provide the same information as listed above for the subcontractor. This information should be presented separately within this section, clearly identifying the subcontractor’s experience and name of the subcontractor.

References. The Offeror should provide a list of at least three relevant contacts within the past three years to serve as corporate references. The references must be outside clients (non-DHS). This list should include the following for each reference:

1. Name of customer;

2. Type of contract;

3. Contract description, including type of service provided;

4. Total contract value;

5. Contracting officer’s name and telephone number;

6. Role of subcontractors (if any); and

7. Time period in which service was provided.

The Offeror must submit Appendix D, Corporate Reference Form, directly to the contacts listed. The contacts should complete the form and return it electronically to the Issuing Officer identified in Section 3 of the RFP Description. The contacts for the Corporate references should submit the completed forms, as attachments, to RA- PWBPCMReferForms@pa.gov by the due date and time specified in the Calendar of Events. The contacts should include “Corporate Reference Form for 25-RFP-12233” in the subject line of the email and the body should specify the name of the Offeror for whom the form is being submitted. Upon submission to the RA- PWBPCMReferForms@pa.gov account, contacts will receive an automated message stating that their email has been received. Offerors seeking confirmation that forms have been submitted should reach out to their contacts to request copies of those confirmation emails. Reference forms submitted after the due date and time will be rejected.

The Offeror shall disclose any contract or agreement cancellations, or terminations within five years preceding the issuance of this RFP. If a contract or agreement was canceled or terminated for lack of performance, the Offeror shall provide details on the customer’s allegations, the Offeror’s position relevant to those allegations, and the final resolution of the cancellation or the termination. The Offeror should include each customer’s company or entity name, address, contact name, phone number, and email address.

The Department may, in its sole discretion, disqualify an Offeror based on a failure to disclose such a cancelled or terminated contract or agreement. If the Department learns about such a failure to disclose after a contract is awarded, the Department may, in its sole discretion, terminate the contract.

B. Prior Experience. The Offeror should include experience or similar types of experience in hosting, maintenance, customization, and technical assistance of learning mailto:RA-PWBPCMReferForms@pa.gov mailto:RA-PWBPCMReferForms@pa.gov mailto:RA-PWBPCMReferForms@pa.gov mailto:RA-PWBPCMReferForms@pa.gov management systems. Experience shown should be work done by individuals who shall be assigned to this Project as well as that of your company. Studies or projects referred to must be identified and the name of the customer shown, including the name, address and telephone number of the responsible official of the customer, company, or agency who may be contacted. In addition, the Offeror should include the following information:

1. How many years of experience does the Offeror’s company have with hosting learning management solutions?

2. A description of the Offeror’s experience working with public sector clients.

3. How many learning management systems does the Offeror currently maintains, hosts, customizes, or provides technical support?

4. A description of the Offeror’s experience with responding to learning management system technical issues.

5. The details of any industry-recognized quality standard to which the Offeror is compliant (such as IT Infrastructure Library Certification), as well as any industry certifications or awards received.

C. Personnel. Describe in narrative form the number of executive and professional personnel, and other staff who will be engaged in the work. Show where these personnel will be physically located during the time they are engaged in the Project.

For Key Personnel defined as a Project Manager, a minimum of three Data Base Administrators, and an Accessibility Expert, include the employee’s name and, through a resume or similar document, the Key Personnel’s education and experience in similar in size and scope projects. Specify the responsibilities each individual shall have for this Project and how long each has been with your company. For non-Key personnel, include position descriptions and minimum qualifications. The Offeror should provide a role and description table for the Offeror’s proposed staffing roles and include a description of the duties and functions proposed for each staffing role.

Submitted responses should not include personal information that will, or will be likely to, require redaction to release of the proposal under the Pennsylvania Right-to-Know Law, including, but not limited to, home addresses and phone numbers, Social Security Numbers, driver’s license numbers or numbers from state identification cards issued in lieu of a driver’s license, and financial account numbers. If the Commonwealth requires any of this information for security validation or other purposes, it will request the information separately and as necessary.

Include organizational charts outlining the staffing, reporting relationships, and staff members in its description. Show the total number of staff proposed and specify the Full Time Equivalence (“FTE”) to account for any additional staff (non-Key Personnel) that are not assigned on a full-time basis. Provide similar information for any subcontractors proposed. The organizational chart should illustrate the lines of authority, designate the positions responsible and accountable for the completion of each component in the RFP, list the names, if available, job titles and number of personnel that will be assigned to each role, and the number of hours per week each person is projected to work on the Project. The organizational chart should clearly show any functions that are subcontracted along with the name of the subcontracting entities and the services they will perform.

Key Personnel Diversions and Replacements. Once Key Personnel are approved by the Department, the selected Offeror may not divert or replace them without prior approval of the DHS Contract Administrator. The selected Offeror should provide to the DHS Contract Administrator at least 30 calendar days’ notice in advance of a proposed diversion or replacement and provide the name, qualifications, and background check (if required) of the person who will replace the diverted Key Personnel. Within 10 business days of receipt of the diversion notice, the DHS Contract Administrator will notify the selected Offeror whether the proposed diversion is acceptable and if the replacement is approved.

“Divert” or “diversion” is defined as the transfer of personnel by the selected Offeror or its subcontractor to another assignment within the control of either the Offeror or a subcontractor.

Advance notification and approval requirements do not include changes in Key Personnel due to resignations, death, disability, dismissal for cause, or dismissal as a result of the termination of a subcontract, or any other causes that are beyond the control of the selected Offeror or its subcontractor. However, the Department must approve the replacement personnel.

The DHS Contract Administrator may request that the selected Offeror remove a person from this Project at any time. For vacancies other than diversions including vacancies caused by a Department request for removal, the selected Offeror shall have 10 business days to interim fill and 60 calendar days to permanently fill the vacancy with a person possessing the required experience and skills, subject to the Contract Administrator’s approval.

D. Subcontractors. Provide a subcontracting plan for all subcontractors, including SDB and VBE subcontractors, who will be assigned to the Project. The selected Offeror is prohibited from subcontracting or outsourcing any part of this Project without express written approval from the Commonwealth. Upon award of the contract resulting from this RFP, subcontractors included in the proposal submission are deemed approved.

For each position included in your subcontracting plan provide:

1. Name of subcontractor;

2. Address of subcontractor;

3. Primary contact name, email address and phone number;

4. Type of organization;

5. Federal Employer Identification Number;

6. SAP/SRM Vendor Number;

7. Number of years worked with the subcontractor;

8. Number of employees by job category to work on this Project;

9. Description of services to be performed;

10. What percentage of time the staff will be dedicated to this Project;

11. Geographical location of staff; and

12. Resumes (if appropriate and available).

The Offeror’s subcontractor information should include (through a resume or a similar document) the employees’ names, education, and experience in the services outlined in this RFP. Information provided should also include the responsibilities each individual shall have in this Project and how long each has been with the subcontractor’s company.

I-4. Training. If appropriate, describe recommended training of agency personnel. Include the agency personnel to be trained, the number to be trained, duration of the program, place of training, curricula, training materials to be used, number and frequency of sessions, and number and level of instructors.

I-5. Financial Capability. Describe your company’s financial stability and economic capability to perform the Contract requirements. Provide your company’s financial statements (audited, if available) for the past three fiscal years. Financial statements must include the company’s Balance Sheet and Income Statement or Profit/Loss Statements.

Also include a Dun & Bradstreet comprehensive report, if available. If your company is publicly traded, please provide a link to your financial records on your company website in lieu of providing hardcopies. The Commonwealth may request additional information it deems necessary to evaluate an Offeror’s financial capability.

I-6. Work Plan. Describe in narrative form your technical plan for accomplishing the work.

Use the task descriptions, deliverables, reports and program control activities in this RFP as your reference point. The Offeror should clearly state how the objectives of the Project will be met and how each task will be performed. Modifications of the task descriptions are permitted; however, reasons for changes should be fully explained. Specify the number of staff hours allocated to each task. Include a Program Evaluation and Review Technique (“PERT”) or similar type display, time related, showing each event. If more than one approach is apparent, comment on why you chose the approach. The Offeror should describe the relationship between Key Personnel and the specific task, assignments, and deliverables proposed to accomplish the scope of work.

The Offeror should describe its management approach, including how it will implement its proposed work plan. Where applicable, the Offeror should provide specific examples of methodologies or approaches, including monitoring approaches, it shall use to fulfill this RFP’s requirements and examples of similar experience and approaches on comparable projects. The Offeror should describe the management and monitoring controls it shall use to achieve the required quality of services and all performance requirements. The Offeror should also describe its approach to internally monitor and evaluate the effectiveness of meeting the contract requirements.

The Offeror should include in the work plan its planned approach and process for establishing and maintaining communication between all parties and a technical approach that is aligned with all written specifications and requirements contained in this RFP.

Tasks:

A. Transition. The selected Offeror will be afforded up to a three-month period for transition, and during this time shall develop and ramp-up services. The Offeror should describe how it will satisfy the required transition tasks. Transition tasks consist of the following activities:

1. Orientation/Knowledge Acquisition (“OKA”). OKA refers to a “transition phase” that consists of activities that the selected Offeror shall complete within the first three months of the contract resulting from this RFP. After successful completion of OKA, the selected Offeror shall assume full responsibility of all tasks and requirements. The primary objectives of the OKA are:

a. Successful orientation, knowledge acquisition, and operational independence from the incumbent vendor;

b. Smooth transition of responsibilities;

c. Complete knowledge transfer and domain understanding;

d. Strong accountability controls;

e. Mitigation of risk to the Commonwealth including the Office of Developmental

Programs (“ODP”), Office of Mental Health and Substance Abuse Services (“OMHSAS”), Office of Long-Term Living (“OLTL”), Office of Medical Assistance Programs (“OMAP”), other DHS offices, and Commonwealth taxpayers; and

f. Establishment of facilities and appropriate infrastructure to support the business functions.

2. OKA Transition Offeror Responsibilities.

a. The selected Offeror shall prepare and submit a comprehensive OKA Transition

Plan (“Transition Plan”) within ten business days of receipt of a notice of award letter of official contract. ODP, OMHSAS, OLTL, OMAP, and other DHS offices, shall review the work plan and provide feedback.

i. The selected Offeror shall revise and resubmit updated versions of the OKA Transition Plan to ODP, OMHSAS, OLTL, OMAP, and other DHS offices within five business days from the date of any request for modifications.

ii. The selected Offeror shall incorporate in the Transition Plan the activities necessary to transition the services from the incumbent vendor to the selected Offeror.

iii. The selected Offeror shall incorporate a timeline for transitioning existing elements of the LMS (MyODP, MyOMHSAS, and Pediatric Complex Care Resource Centers Learning Hub (“PCCRC”)) and re-organize them under MyDHS LMS. ODP is responsible for the PCCRC Leaning Hub in the cost submittal, with content and reporting managed by additional staff from OMAP. The selected Offeror shall also include the resources required for the transition including those from the Commonwealth, incumbent vendor, and selected Offeror.

iv. The selected Offeror shall identify the transition team, including their roles and responsibilities, and include an organization chart.

v. The selected Offeror shall document all activity time frames and responsibilities in the OKA Transition Plan.

b. The selected Offeror shall complete the knowledge transfer in such a manner to enable its staff to assume ownership confidently and to manage the in-scope operational systems independently without disrupting business operations or timely delivery of services.

c. The selected Offeror shall receive the turnover of the operation and management of all in-scope operational business functions no later than the end of the OKA period.

d. The selected Offeror shall plan and manage the OKA transition in an orderly fashion so that no disruption of service to the Department takes place.

e. Upon receipt of the Department’s approval of the OKA Transition Plan, the selected Offeror shall begin transitioning documentation and files; and provide transition progress assessments and status updates.

f. The selected Offeror shall coordinate with the Department regarding transition tasks prioritization issues or conflicting activities interfering with maintaining and operating the program.

g. During the transition, the selected Offeror shall provide the Department with transition progress status updates on a weekly basis via the Weekly Status Report.

h. At the end of the transition phase, the selected Offeror shall prepare and provide an OKA Transition Results Report to the Department.

i. The selected Offeror shall document the completion of transition activities and provide the status of each high-level task and activity that took place during the transition period.

ii. In the report, the selected Offeror shall highlight how each of the objectives stated in the Transition Plan have been achieved and the resolution of issues identified and prioritized during the transition process.

Describe in detail how you will complete the above tasks.

B. Maintenance Tasks. The selected Offeror shall provide the following maintenance for the learning management system.

1. System Maintenance. The selected Offeror shall:

a. Have the system available 24 hours a day, seven days a week, not including system unavailability during approved scheduled maintenance of MyDHS (MyODP, MyOMHSAS, MyOLTL, and PCCRC), or the Medication Administration Program and services, or unavailability caused by usage of over 10,000 concurrent users or issues caused by the hardware, software, or services of users.

b. Notify the Commonwealth of any system downtime within two hours after discovering or receiving notice of system downtime.

i. Downtime means sustained system unavailability due to the failure of the selected Offeror to provide services for a period of time.

ii. System unavailability means the inability to login to the solution (this does not include slow performance or intermittent system errors).

c. Correct any service that is fully operational but is degraded below user expectations across a significant segment of the user populations, as determined by the Department, within six consecutive hours or less.

i. Service degradation includes, but is not limited to, slow performance or intermittent system errors.

ii. Degraded service does not include system unavailability during approved scheduled maintenance of the system, degradation caused by usage of over 10,000 concurrent users or issues caused by the hardware, software, or services of users.

d. For incidents outside of the selected Offeror’s control, upon notification of an incident, the selected Offeror shall escalate the incident to the appropriate entity for resolution (i.e., Training Offeror, ODP, OMHSAS, OLTL, and OMAP) within the following time frames:

i. Urgent Priority (issues that immediately impact critical business operations, resulting in severe consequences if not addressed promptly) escalated within two hours;

ii. High Priority (issues that significantly impact critical business operations if not addressed promptly) escalated within one calendar day;

iii. Standard Priority (incidents that are less serious but may affect non-critical processes or result in minor disruptions) escalated within one week; and

iv. Low Priority (incidents that have minimal impact on critical business functions and usually do not require immediate resolution such as minor system glitches or cosmetic issues that do not significantly affect operations or customer experience) escalated within one month.

v. Urgent and High Priority issues demand crucial attention and quick resolution to ensure minimal disruption and reduce potential damage to the organization.

vi. Department staff will evaluate the potential consequences of Standard

Priority incidents to ensure timely resolution without compromising critical business functions.

2. User Maintenance. The selected Offeror shall provide the following:

a. Maintain the system’s ability to support the access to materials in a tiered security system based on the user’s role.

b. Put users in predefined roles (i.e., Administrators, ODP, OMHSAS, OLTL, and

OMAP Super Users (Managers), Course Creators, Teachers, and Non-editing Teachers) allowing them to update contact information, post static content (for nonpublic view), and any other information required.

c. Allow the Super User role for ODP, OMHSAS, OLTL and OMAP staff, or contracted training vendors to have full access, including, but not limited to, creating and managing courses, downloading content, modifying and uploading content, creating user accounts, resetting user accounts, deactivating user accounts, overriding training statuses, and implementing and reviewing conference registration.

d. Allow ODP, OMHSAS, OLTL, and OMAP System Administrators to have the capability to view the system as various roles and users to validate the site and course appearance.

e. Provide users with download capabilities that include, but are not limited to, the download of documents, forms, and training materials.

f. Provide the ability for ODP, OMHSAS, OLTL, and OMAP identified administrators to verify the user account and grant access. User ID will be the email provided by the user at the time the account was requested.

g. Record user entry and exits, and denial or authorization of access to services.

h. Allow a new user to request an account by providing First Name, Middle Name, Last Name, Organization, County, Region, Agency Type (from defined list), Agency Role (from a defined list), email, password, multiple registration numbers, such as National Provide Identifier and Master Provider Index, and additional information as defined by ODP, OMHSAS, OLTL, or OMAP. This account may be used to access MyODP, MyOMHSAS, MyOLTL, and PCCRC courses within the MyDHS LMS.

i. Create accounts for training vendors that provide access to upload, download, and modify training content to the sites staging area, and other responsibilities as defined by ODP, OMHSAS, OLTL or OMAP.

j. Maintain the system’s ability for public access to trainings without requiring a User Account for access.

k. Maintain a user’s ability to have a single User ID and password for the various roles defined by ODP, OMHSAS, OLTL or OMAP.

l. Support a user and trainee’s ability to view all scheduled courses and completed courses, view certificates earned, and print earned certificates and transcripts.

m. Setup user groups to control how registered users interact with the site, including the capability for ODP, OMHSAS, OLTL, and OMAP to assign different levels of administrative functions.

n. Support the system’s ability to validate a user completed a course in its entirety within the timeframe specified by ODP, OMHSAS, OLTL, or OMAP.

o. Update a user’s course certificate and transcript with the actual date of the course completion.

p. Provide ODP, OMHSAS, OLTL, and OMAP users and training vendors with access to run standard reports as defined by ODP, OMHSAS, OLTL, and

OMAP.

q. Training vendors access to a defined set of reports.

r. Support the system’s ability to produce a summary of learner activities including attendance verification, completed courses, continuing education credits and professional development hours tracking, notification at a User or Role level, and payments.

s. Allow ODP, OMHSAS, OLTL, and OMAP Super Users the ability to conduct a report of the number of users enrolled in courses requiring payments, the fees collected, and the payments made to the training vendors.

t. Allow access to designated ODP, OMHSAS, OLTL, and OMAP staff and training vendors to have the ability to create folders, upload, and modify documents in the solution’s document repository.

3. Course Maintenance. The selected Offeror shall provide the following course maintenance services:

a. Manage the course catalog by presenting users with a list of available courses based upon User Role. Users must be able to select and register for courses from the catalog.

b. Maintain the course catalog for MyODP, MyOMHSAS, MyOLTL, and PCCRC (“Pediatric Complex Care Resource Centers”) separately from one another, but available to all users registered with the MyDHS LMS and accessible by unique site domains; maintain the Medication Administration catalog as self-contained in its own LMS with its own unique site domain.

c. Display a monthly course calendar by presenting users with a list of courses offered, by date, available to them based on User Role. The selected Offeror shall provide links from the calendar to take the user to a course description and allow the user to register.

d. Enable sequential learning within a course or series of courses where progress to move forward is defined by user completion of previous activities (viewing documents, watching modules, passing quizzes, or completing previous courses).

e. Allow owner or owners of a course to cancel the scheduled course and customize a message to registrants regarding the cancellation.

f. Notify registrants electronically when courses are cancelled.

g. Allow course registrants to unenroll from a course and send automated notification to the user and owner.

h. Notify owners of a course when a registrant cancellation occurs after a predefined date or time.

i. Maintain the system’s support of a variety of exam types and the ability for users to view exam results and obtain feedback based on their answers. Provide administrators with the ability to view and aggregate exam results from users.

j. Support presenting random test questions to users from a test question bank.

Test question banks may apply to an entire course or sections of a course.

k. Post static content to the site such as text, media, and links.

l. Send communications, including attachments and links, to course registrants prior to the course.

m. Maintain a history or archive of mass communications sent, track the number of emails sent for communication, and provide a list of emails where a delivery failure occurred.

n. Maintain support with Pre and Post-test functions for courses.

o. Display results at the completion of a course for the user, including, but not limited to, notification and confirmation the course has been completed, the test score achieved, and a pass or fail status.

p. Maintain support of the use of electronic course evaluations including a variety of question types. Completion of the selected course should not be confirmed until the electronic evaluation has been completed.

q. Collect feedback from users, outside of course work, and provide data collected to ODP, OMHSAS, OLTL, OMAP, or other contractors.

r. Collect feedback from users working through a web-based course, either while the course is in progress or at the end of the course.

s. Maintain course attendance tracking for courses. Confirm or record online course attendance upon completion of the course. Face-to-face courses should require the training vendor to confirm attendees, and online courses should require registrants to log into the system to view the course.

t. Maintain the support of a user’s ability to start, stop, and resume courses.

Certificate and transcript should not be generated until a course has been completed.

u. Mark a course in progress as incomplete if the course is not completed in its entirety within the timeframe specified by ODP, OMHSAS, OLTL, OMAP, or the training vendor.

v. Maintain a recertification process for users to retake courses on demand or within a specified period.

w. Maintain support of ODP, OMHSAS, OLTL and OMAP staff to override the status of a user’s course progress and make the course available to the user again.

x. Capture basic information when a new course is added to the catalog including, but not limited to, training format, audience (Individuals & Families, ODP staff, OMHSAS staff, OLTL staff, OMAP staff, providers, Supports Coordinators (“SC”), Administrative Entities (“AE”), and other Professional roles specified by ODP, OMHSAS, OLTL, and OMAP), passing score, continuing education credits, professional development credits, effective begin and end dates, prerequisites, and cost.

y. Allow course analysis by permitting ODP, OMHSAS, OLTL, and OMAP users and training vendors to review a course and see the number of trainees that started the course, completed the course, passed or failed the course, and received an incomplete.

z. Provide ODP, OMHSAS, OLTL, and OMAP users and training vendors the ability to review the course test questions, showing the selected answer and count of correct and incorrect responses of individual test questions, and responses to open ended questions.

4. Continuing Education Maintenance. The selected Offeror shall provide the following continuing education maintenance services:

a. Maintain the system’s support to present course registrants with a question, at the time of registration, to determine if the course will be counted as continuing education, professional development, or other types as defined by ODP, OMHSAS, OLTL, or OMAP. The selected Offeror shall upload the number of credits a course is worth with the course content, along with other information about the course.

b. Maintain the system’s support for categories of continuing education and professional development credits. The certificates or transcript information generated at the end of a course should have static content and fields that need to be auto populated with the information gathered from the user prior to the start of the course, as well as the type of credit hours earned and a signature of the authorized program administrator.

c. Maintain the system’s ability to transmit continuing education credits to the Pennsylvania Department of Education’s ACT 48 Professional Education Records Management System via transcript. Information to be transmitted includes, but is not limited to, person identification information and number of credits earned.

d. Maintain a user dashboard for users that displays course progress, transcripts, and other information dependent on their user role within (MyDHS MyODP, MyOMHSAS, MyOLTL, and PCCRC) and the Medication Administration Training Program.

5. Course Registration Maintenance. The selected Offeror shall provide the following course registration maintenance services:

a. Collect online payment for courses, including generation of invoices and tiered payment options for single events (e.g., different fees for various registrants for a single event; ability to track computer registrations, scholarship recipients, discounted fees).

b. Remit the collected course payment to the training vendor that created the training course.

c. Confirm a course registrant has taken or is scheduled to take all course prerequisites, including, but not limited to, prior courses and professional qualifications, before the registration can be completed.

d. Allow users to register online for all catalog courses including multi-session, multi-day courses, and send customized notifications to users.

e. Support a maximum number of registrants for a course and send alert notifications to each owner of the course on a user defined date if a minimum number has not been reached.

f. Allow predefined users to preset start and end times for functions such as course visibility, registration and the external submission of information. Viewing of the option or material should not be available on the public side once the deadline has passed, but all functions should remain available to system administrators.

g. Support course registration pages that require registrants to supply information required for a specific course. Required information may include, but is not limited to, professional license numbers and selection of required prerequisites.

The selected Offeror shall provide ODP, OMHSAS, OLTL, and OMAP identified administrators with the ability to view the collected information prior to the start of training for the purpose of verifying a trainee is eligible for a course.

h. Not allow users to register for courses after a course has expired. A course may be required to be completed within a specified timeframe. If the course has not been completed by the end date, users should not be able to register for the class or complete a class that was in progress.

6. Hosting. The selected Offeror shall provide the following hosting services:

a. Support browsers and browser versions currently in use by over 95% of web users (e.g., Internet Explorer, Firefox, Safari, Chrome, and Opera) and that adhere to the World Wide Web Consortium recommendations and other standards of interoperability.

b. Render presentations automatically based on target browser or provide user with message of incompatibility.

c. Ensure navigation and content is responsive for users accessing the LMS on mobile devices.

d. Maintain accessibility features, including a text-only sitemap and support for keyboard navigation by non-mouse users in order to facilitate immediate access to the hosted LMS regardless of the equipment operated by the user.

e. Configure the LMS platform to present information to certain targeted users of groups requiring accessibility functionality.

f. Support recorded webinars and interactive presentation which may be accessed simultaneously for an unknown quantity of users.

g. Support the system’s ability to utilize hyperlinks to external content.

h. Support the system's ability to generate mass communications to one or more predefined user roles either on-demand or as scheduled distributions.

i. Audit modifications made to administrative roles, system settings, courses, user profiles, and user logs to provide effective tracking.

j. Support the system’s ability for content versioning.

k. Comply with state and federal law requiring that electronic and information technology be accessible to individuals with disabilities. Comply with the most recent version of the Commonwealth’s Digital Accessibility Policy.

7. Technical Support. The selected Offeror shall provide the following technical support services:

a. Provide up to date online help, training tutorials, reference guides, and user manuals on system functionality corresponding to various system roles and functionality.

b. In cooperation with ODP, OMHSAS, OLTL, and OMAP develop a best practice guide that will be distributed to Department staff and training vendors.

c. Provide training on all platforms used in maintaining and hosting MyDHS when requested by ODP, OMHSAS, OLTL, or OMAP. Training topics may include, but are not limited to, new versions, features, and plugins. The selected Offeror shall conduct training courses virtually, unless in-person training is requested.

The Department anticipates that training will need to be held annually but may request additional training and anticipate approximately twenty individual attendees, who may consist of ODP staff and training vendors, OMHSAS staff and training vendors, OLTL staff and training vendors, or OMAP staff and training vendors.

d. Provide up-to-date instructions, help, and definitions of system functions and options based on cursor position (mouse over).

e. Support the system’s ability for user password resets that do not require a user to contact a Help Desk or Solution Support and require annual password resets by users, notifying users by e-mail notification.

f. Provide system support to users of the system requiring technical assistance.

Examples of support include, but are not limited to, users having difficulty launching courses, or assistance creating a user account or registering for a course.

g. Assign help desk tickets to appropriate training vendors for resolution and connect with training vendor ticketing systems if applicable.

h. Communicate with training vendors regarding new site features, training, course development, and help desk tickets.

i. Respond to a minimum of 90% of support requests within eight minutes from the time the request enters the queue until it is answered live or sent to voicemail.

j. Answer support requests made via phone, voicemail, email, chat, or other methods during the core hours of Monday through Friday, 7:00 AM-5:00 PM Eastern Standard Time, and Saturdays, upon request, but excluding Commonwealth holidays for the following percentage of time:

i. Up to 400 support requests are provided a response 95% of the time during core hours;

ii. 401 to 500 support requests are provided a response 90% of the time during core hours; and

iii. More than 500 support requests are provided a response 80% of the time during core hours.

k. For each support request, the selected Offeror shall resolve support requests within the following time frames:

i. 30 minutes in months in which selected Offeror receives no more than 600 support requests;

ii. Within one hour in months in which the selected Offeror receives between

601 to 1,000 support requests; and

iii. Within four hours in months in which the selected Offeror receives 1,000 or more support requests.

l. Support the system’s ability to report technical issues via a toll-free number and email.

m. Support the system's ability to report technical issues via online chat.

8. Medication Administration. The selected Offeror shall maintain the Medications

Administration Training Program. The Medication Administration Training Program should adhere to the same requirements as MyDHS (MyODP, MyOMHSAS, MyOLTL, and PCCRC) as well as additional requirements specific to the training program at https://medadmin.myodp.org/. The selected Offeror shall host the platform and have the ability to troubleshoot technical and database issues upon request of the Medication Administration help desk. The selected Offeror shall continue to use the current LMS, OpenLMS, for the Medication Administration Training program or transition to an LMS with similar functionality. The selected Offeror shall make improvements to the Medication Administration Training Program, as requested by ODP.

9. Modifications and Enhancements. Upon Department approval, the selected

Offeror shall modify and enhance the Training Platform. Modifications and enhancements are defined as an implantation of new or changed functionality required to support programmatic or policy changes or new state or federal law, regulations, or requirements, or major upgrades to support desired operational improvements and efficiencies of the Training Platform. Modifications and enhancements do not include routine system upgrades. An estimated 230 hours of ODP’s 565 total modification and enhancement hours will be allocated for modifications and enhancements to the Medication Administration Training Program system, with the option to add more hours through a work order or additional hours of ODP’s total available hours. An estimated 105 hours of ODP’s 565 total modification and enhancement hours will be allocated for modifications and enhancements to the PCCRC portion of the LMS, with the option to add more hours through work order or additional hours of ODP’s total available hours. An estimated 230 hours of ODP’s 565 total modification and enhancement hours will be allocated for modifications and enhancements to the MyODP portion of the https://medadmin.myodp.org/

LMS, with the option to add more hours through work order or additional hours of ODP’s total available hours. An estimated 105 hours will be allocated for modifications and enhancements to the MyOMHSAS portion of the LMS with the option to add more hours through a work order. An estimated 105 hours will be allocated for modifications and enhancements to the MyOLTL portion of the LMS with the option to add more hours through work order.

The selected Offeror shall propose new plugins that may enhance and improve user training and provide training to ODP, OMHSAS, OLTL, and OMAP staff and the training vendors of those plugins.

10. Turnover. Turnover includes those activities that must be performed at the end of the purchase order to turnover service delivery to a successor Offeror or to Commonwealth resources. During the turnover period, the selected Offeror shall work cooperatively with any successor and the Department.

The selected Offeror shall provide for a smooth and timely transition of its services to DHS and its successor. The selected Offeror shall cooperate with DHS and any successor Offeror; supply DHS and any successor Offeror with all required information during the turnover process; and pay all costs related to the transfer of materials and responsibilities as a normal part of doing business with the Commonwealth.

The Offeror should describe how it may transition its processes to DHS and its vendors prior to the expiration or termination of the purchase order.

1. Turnover Requirements. The selected Offeror shall plan and manage the turnover in an orderly fashion so no disruption to service occurs. The selected Offeror shall:

a. Provide a proposed Turnover Plan six months prior to the end of the purchase order term or within 30 calendar days after notification of termination by the Department.

b. After the Department approves the Turnover Plan, implement the approved Turnover Plan three months prior to the end of the purchase order term or the date specified by the Department after notification of termination.

c. Maintain service delivery staffing levels during the turnover period with no reduction in staffing.

d. Not restrict or prevent the selected Offeror’s staff from accepting employment or positions with the Department or with any successor Offeror. The Department will work with the selected Offeror on the timing of any transition of its staff.

e. Provide to the Department or any successor Offeror, within 15 business days after a request, documentation and records required by the Department.

f. Respond in a reasonable time to all Department requests regarding turnover information.

g. Work closely with the Department to complete the turnover of responsibilities and the necessary knowledge transfer by the end of the purchase order period.

h. Execute the approved Turnover Plan in cooperation with the successor Offeror’s Implementation Plan, if any.

2. Turnover Plan. The selected Offeror shall include in the Turnover Plan, at a minimum:

a. A description of staffing resources including skill sets and experience required to support a successful turnover. Identify a manager to manage and coordinate all turnover activities.

b. A turnover organizational chart.

c. An outline of key points and considerations, turnover success criteria, and the major tasks and subtasks pertinent to a successful turnover with minimum impact on operations.

d. A plan and implementation schedule for sharing and transitioning responsibilities and operational support information to the Department or a successor.

e. An explanation of how the selected Offeror will manage the Turnover Plan, accurately assess progress, and mitigate variances for a successful turnover.

f. Description of how the selected Offeror will transfer all relevant data, materials, documentation, and other pertinent information to the Department.

g. Provide for the transfer of correspondence, records, documentation of outstanding issues, and other service delivery support documentation.

3. Turnover Results Report. Following turnover of service delivery, the selected Offeror shall provide the Department with a Turnover Results Report documenting the completion and outcomes of each step of the approved Turnover Plan. The Department will not consider Turnover complete and will not make final payment until the Turnover Results Report and all requested documentation is received and approved by the Department. The selected Offeror shall be financially responsible for maintaining operations during Turnover.

The Offeror should describe its experience with handling a turnover.

I-7. Requirements.

A. Conflict Free Requirements.

1. The selected Offeror and its subcontractors, if any, shall be independent from any entity providing home and community-based services, including but not limited to any financial relationship with the entity. The selected Offeror shall not be a provider of ODP Home and Community-Based Services (“HCBS”), be affiliated in any manner with a provider of ODP HCBS or be a subsidiary of an ODP HCBS provider. Neither the selected Offeror’s governing body nor individual members of the governing body may be affiliated in any manner with an ODP home and community-based service provider.

The selected Offeror and its subcontractors, if any, shall be independent from any entity providing behavioral health services, including but not limited to any financial relationship with the entity. The selected Offeror may not be a provider of OMHSAS funded behavioral health services, be affiliated in any manner with a provider of OMHSAS funded behavioral health services or be a subsidiary of a provider of OMHSAS funded behavioral health services. Neither the selected Offeror’s governing body nor individual members of the governing body may be affiliated in any manner with an OMHSAS funded behavioral health provider.

The selected Offeror and its subcontractors, if any, shall be independent from any entity providing long-term living services, including but not limited to any financial relationship with the entity. The selected Offeror may not be a provider of OLTL funded services, be affiliated in any manner with a provider of OLTL funded services or be a subsidiary of a provider of OLTL funded services. Neither the selected Offeror’s governing body nor individual members of the governing body may be affiliated in any manner with an OLTL funded provider.

The selected Offeror and its subcontractors, if any, shall be independent from any entity providing long-term living services, including but not limited to any financial relationship with the entity. The selected Offeror may not be a provider of OMAP funded services, be affiliated in any manner with a provider of OMAP funded services or be a subsidiary of a provider of OMAP funded services. Neither the selected Offeror’s governing body nor individual members of the governing body may be affiliated in any manner with an OMAP funded provider.

2. The selected Offeror shall not have an interest and shall not acquire any interest, direct or indirect, which conflicts in any manner or degree with the performance of services required by this RFP, including the requirement that the selected Offeror and its subcontractors, if any, be able to provide the services in accordance with the Department’s approved policies, guidelines, and training.

The Commonwealth may reject a quote from an Offeror that has been determined to have a conflict of interest. As part of your response, the Offeror must submit complete organizational information that includes an organizational chart listing all subsidiaries, a listing of all HCBS Agreements that the Offeror has within the Commonwealth, a listing of any agreements of its subsidiaries associated with any

ODP HCBS provider doing business in the Commonwealth, a listing of agreements with OMHSAS funded behavioral health providers, OLTL funded health providers, OMAP funded health providers and a listing of any agreements of its subsidiaries associated with any OMHSAS funded behavioral health providers, OLTL funded providers, or OMAP funded providers doing business in the Commonwealth.

B. Emergency Preparedness. To support continuity of operations during an emergency, including a pandemic, the Commonwealth needs a strategy for maintaining operations for an extended period. One part of this strategy is to ensure that purchase orders that provide critical business services to the Commonwealth have planned for such an emergency and put contingencies in place to provide needed goods and services.

1. Describe how you anticipate such a crisis will impact your operations.

2. Describe your emergency response continuity of operations plan. Please attach a copy of your plan, or at a minimum, summarize how your plan addresses the following aspects of preparedness:

a. Employee Training; (describe your organization’s training plan, and how frequently your plan will be shared with employees)

b. Identified essential business functions and key employees within your organization necessary to carry them out;

c. Contingency plans for:

i. How your organization will handle staffing issues when a portion of key employees are incapacitated.

ii. How employees in your organization will carry out the essential functions if prevented from coming to the primary workplace.

d. How your organization will communicate…