RFP 2024-17 Market Research Services - final.pdf

RFP 2024-17 Market Research Services

REQUEST FOR PROPOSALS #2024-17

MARKET RESEARCH SERVICES

Publish Date: August 15, 2024

CareOregon, Inc. (“CareOregon”), on behalf of CareOregon Advantage, Columbia Pacific CCO, Jackson Care Connect, and CareOregon Dental, is inviting submission of proposals for the Market Research Services project.

Closing Date/Time: September 23, 2024 - 2:00 PM, Pacific Time

Project Summary: CareOregon wishes to contract with one or more market research services firms that will enable us to efficiently address our market research needs. We seek to utilize various methodologies including surveys, in-depth interviews, focus groups, and more, and are currently looking for firms capable of working with us in conducting these market research activities. Work to begin approximately January 1, 2025 and continue through December 31, 2026 with the option for two (2) additional two (2) year renewals thereafter.

Contact Information: The sole point of contact for procurement process or technical questions is: Lee

Reinholtz, Procurement & Contract Analyst II; reinholtzl@careoregon.org;

503-416-4706.

RFP Location: RFP Documents can be downloaded from OregonBuys at the following address:

https://oregonbuys.gov/bso/. Prospective Proposers will need to sign in to download the information and that information will be accumulated for a Plan Holder's List. Prospective Proposers are responsible for obtaining any Addenda or clarifying questions from OregonBuys.

Submission: All proposals must be emailed to vendorservices@careoregon.org. Do not attempt to submit proposals through or to the OregonBuys website. All proposals must be submitted to the email listed.

CareOregon encourages proposals from minority, women, service-disabled veteran, and emerging small businesses.

**NO PROPOSALS WILL BE RECEIVED OR CONSIDERED AFTER THE ABOVE

RFP CLOSING DATE/TIME**

SCHEDULE

Request for Proposals Issued……............................................August 15, 2024

Deadline to Submit Clarifying Questions.................................September 9, 2024, 5:00 PM, Pacific Time

Request for Proposals Closing Date and Time (“Closing”)......September 23, 2024, 2:00 PM, Pacific Time

Anticipated Contract Start Date……........................................January 1, 2025 mailto:reinholtzl@careoregon.org https://oregonbuys.gov/bso/ mailto:vendorservices@careoregon.org

RFP 2024-17 Market Research Services Page 1

SECTION 2

INSTRUCTIONS TO PROPOSERS

2.1 Modification or Withdrawal of Proposal: Any Proposal may be modified or withdrawn at any time prior to the Closing deadline, provided that a written request is received by Procurement, prior to the Closing. The withdrawal of a Proposal will not prejudice the right of a Proposer to submit a new Proposal.

2.2 Requests for Clarification and Requests for Change: Proposers may submit questions regarding the specifications of the RFP until the deadline in the Schedule. Requests for changes must include the reason for the change and any proposed changes to the requirements. The purpose of this requirement is to permit CareOregon to correct, prior to the opening of Proposals, RFP terms or technical requirements that may be unlawful, improvident or which unjustifiably restrict competition. CareOregon will consider all requested changes and, if appropriate, amend the RFP. No oral or written instructions or information concerning this RFP from CareOregon employees or agents to prospective Proposers shall bind CareOregon unless included in an Addendum to the RFP.

2.3 Addenda: If any part of this RFP is changed, an addendum will be published on OregonBuys. It shall be Proposers responsibility to regularly check OregonBuys for any notices, published addenda, or response to clarifying questions.

2.4 Submission of Proposals: Proposals must be submitted in accordance with Section 5. All Proposals must include a signature that affirms the Proposer’s intent to be bound by the Proposal (this may be on cover letter, or on the Proposal). The Certification page must be signed as well. If a Proposal is submitted by a firm or partnership, the name and address of the firm or partnership shall be shown, together with the names and addresses of the members.

If the Proposal is submitted by a corporation, it shall be signed in the name of such corporation by an official who is authorized to bind the contractor. No late Proposals will be accepted.

2.5 Acceptance of Contractual Requirements: Failure of the selected Proposer to execute a contract and deliver required insurance certificates within ten (10) calendar days after notification of an award may result in cancellation of the award. This time period may be extended at the option of CareOregon.

2.6 Investigation of References: CareOregon reserves the right to investigate all references in addition to those supplied references and investigate past performance of any Proposer with respect to its successful performance of similar services, its compliance with specifications and contractual obligations, its completion or delivery of a project on schedule, its lawful payment of subcontractors and workers, and any other factor relevant to this RFP. CareOregon may postpone the award or the execution of the contract after the announcement of the apparent successful Proposer in order to complete its investigation.

2.7 RFP Proposal Preparation Costs and Other Costs: Proposer costs of developing the Proposal, cost of attendance at an interview (if requested by CareOregon), or any other costs are entirely the responsibility of the Proposer, and will not be reimbursed in any manner by CareOregon.

2.8 Clarification and Clarity: CareOregon reserves the right to seek clarification of each Proposal, or to make an award without further discussion of Proposals received. Therefore, it is important that each Proposal be submitted initially in the most complete, clear, and favorable manner possible.

2.9 Right to Reject Proposals: CareOregon reserves the right to reject any or all Proposals or to withdraw any item from the award, if such rejection or withdrawal would be in CareOregon’s interest, as determined by CareOregon.

Proposals may be rejected in whole or in part if they attempt to limit or modify any of the terms, conditions, or specifications of the RFP or the Sample Contract.

2.10 Proposal Terms: All Proposals, including any price quotations, will be valid and firm through a period of one hundred and eighty (180) calendar days following the Closing date. CareOregon may require an extension of this firm offer period. Proposers will be required to agree to the longer time frame in order to be further considered in the procurement process.

RFP 2024-17 Market Research Services Page 2

2.11 Oral Presentations: At CareOregon’s sole option, Proposers may be required to give an oral presentation of their Proposals to CareOregon, a process which would provide an opportunity for the Proposer to clarify or elaborate on the Proposal but will in no material way change Proposer’s original Proposal. Any costs of participating in such presentations will be borne solely by Proposer and will not be reimbursed by CareOregon. Note: Oral presentations are at the discretion of the evaluating committee and may not be conducted; therefore, written Proposals should be complete.

2.12 Review for Responsiveness: Upon receipt of all Proposals, the Procurement Department will determine the responsiveness of all Proposals before submitting them to the evaluation committee. If a Proposal is incomplete or non-responsive in significant part or in whole, it will be rejected and will not be submitted to the evaluation committee.

CareOregon reserves the right to determine if an inadvertent error is solely clerical or is a minor informality which may be waived, and then to determine if an error is grounds for disqualifying a Proposal. The Proposer’s contact person identified on the Proposal will be notified, identifying the reason(s) the Proposal is non-responsive.

2.13 Communication Blackout Period: Except as called for in this RFP, Proposers may not communicate with members of the Evaluation Committee or other CareOregon employees or representatives about the RFP during the procurement process until the apparent successful Proposer is selected. Communication in violation of this restriction may result in rejection of a Proposer.

2.14 Prohibition on Commissions and Subcontractors: CareOregon will contract directly with persons/entities capable of performing the requirements of this RFP. Contractors must be represented directly. Participation by brokers or commissioned agents will not be allowed during the Proposal process. Contractor shall not use subcontractors to perform the Work unless specifically proposed or authorized to do so by CareOregon. Contractor represents that any employees assigned to perform the Work, and any authorized subcontractors performing the Work, are fully qualified to perform the tasks assigned to them, and shall perform the Work in a competent and professional manner. Contractor shall not be permitted to add on any fee or charge for subcontractor Work. Contractor shall provide, if requested, any documents relating to subcontractor’s qualifications to perform required Work.

2.15 Collusion: By responding, the Proposer states that the Proposal is not made in connection with any competing Proposer submitting a separate response to the RFP, and is in all aspects fair and without collusion or fraud. Proposer also certifies that no officer, agent, or employee of CareOregon has a pecuniary interest in this Proposal.

2.16 Evaluation Committee: Proposals will be evaluated by a committee consisting of representatives from CareOregon and potentially external representatives. CareOregon reserves the right to modify the make-up in its sole discretion.

2.17 Nondiscrimination: The successful Proposer agrees that, in performing the Work called for by this RFP and in securing and supplying materials, contractor will not discriminate against or treat differently, any person on the basis of race, color, religious creed, political ideas, sex, age, marital status, sexual orientation, gender identity, veteran status, physical or mental disability, national origin or ancestry, or any other class protected by applicable law.

2.18 Best and Final Offer: CareOregon may request best and final offers from those Proposers determined by CareOregon to be reasonably viable for contract award. However, CareOregon reserves the right to award a contract on the basis of initial Proposal received. Therefore, each Proposal should contain the Proposer’s best terms from a price and technical standpoint. Following evaluation of the best and final offers, CareOregon may select for final contract negotiations/execution the offers that are most advantageous to CareOregon, considering cost and the evaluation criteria in this RFP.

2.19 PROPOSAL CONFIDENTIALITY: Submitted proposals will be treated as confidential and will only be shared internally with applicable staff for this project. Proposers that responded to the RFP will be notified of the award at the completion of the process. Proposer scores and evaluation notes shall remain private and confidential information for CareOregon purposes only.

SECTION 3

SCOPE OF WORK

3.1 BACKGROUND

Founded in 1993, CareOregon is a 501(c)(3) public benefit nonprofit company that draws nearly all its revenue from public programs such as Medicaid (the Oregon Health Plan – “OHP”), Medicare and the State Children’s Health Insurance Program (“SCHIP”). Coordinated care organizations (“CCOs”) are an Oregon innovation that integrates physical, behavioral and oral health care, and treats the whole person.

Through partnerships with our CCOs, we provide integrated managed care services. We partner with Health Share of Oregon to serve the tri-county Portland metro area. We own Jackson Care Connect and Columbia Pacific CCO. In addition to Medicare plans and CareOregon Dental lines of business, Housecall Providers delivers primary, palliative and hospice care to home-bound patients.

Our mission is to inspire and partner to create quality and equity in individual and community health. Our vision is healthy communities for all individuals, regardless of income or social circumstances.

We focus on the total health of our members, not just traditional health care. In teaming up with members, their families and their communities, we help Oregonians live better lives, prevent illness and respond effectively to health issues.

We care about people We serve Oregonians eligible for the OHP and Medicare Advantage members who have us as their health care option. But that’s not all. We are a managed health care company with an overarching goal: to make world-class, high-quality health care available to all Oregon residents, regardless of income.

We support our neighbors We know that some Oregonians are in need but don’t qualify for OHP benefits. We work to strengthen the health care safety net that these Oregonians rely upon, from local health departments and community clinics to rural and migrant health centers. We partner with policy makers and legislators to improve services and provide access to quality care throughout the state, from urban centers to rural neighborhoods.

We work with first-class providers CareOregon has built a health care delivery system that assures access to physicians and health care professionals who understand special needs and provide quality care regardless of a patient’s financial resources.

We work with policy makers to ensure access We provide OHP enrollees access to health care services in exchange for a per member, per month capitation rate. The Oregon Legislature sets this payment rate. The payments are subject to available state funding.

CareOregon takes full financial risk for the health care services our members use. CareOregon, formed by safety net health care providers in the state, is a Safety Net Health Plan. Safety Net Health Plans are nonprofits that derive their revenue from public programs.

To put it simply, CareOregon ensures that members have timely access to high quality health care from a broad network of providers, and CareOregon works hard every day to keep people healthy and active in their homes and communities.

Equity, Diversity, and Inclusion:

CareOregon recognizes that to achieve the vision of “Healthy communities for all individuals, regardless of income or social circumstances,” it must intentionally cultivate authentic member engagement, community partnerships, and recruit, retain and develop a staff as diverse as the communities it serves. CareOregon has embarked on a continuous effort to understand the effects of historical, institutional and structural oppression on the various communities represented within its membership and personnel. CareOregon strives to internally, and in partnership with other like-minded organizations across sectors, to redress policies, systems and health related environmental issues that affect health care disparities and inequities.

Equity, diversity, and inclusion is a cornerstone of CareOregon’s mission, vision and strategic objectives.

CareOregon’s priority is strengthening our communities by making health care work for everyone by ensuring access to a broader and more diverse network of physical, behavioral, and oral health services that address the individual needs and cultural values of our members and reduces barriers to getting needed care.

It is the intent of CareOregon, through issuance of this RFP, to collaborate with like-minded firms that share the same values and that will take actual steps to embody those values in the services provided to CareOregon and its providers, members and clients.

Project Background:

CareOregon’s market research team seeks to understand, track, and report on our members’ and providers’ experience, sentiment, and behavior, with the goal of informing and improving our operational processes and service offerings. We seek to utilize various methodologies including surveys, in-depth interviews, focus groups, and more, and are currently looking for vendors capable of working with us in conducting these market research activities. Note: CareOregon plans to award to multiple market research services firms, and could award firms that specialize only in certain quantitative and/or qualitative methodologies.

3.2 SCOPE OF WORK

3.2.1 Scope:

CareOregon wishes to contract with one or more market research services firms that will enable us to efficiently address our market research needs. We are seeking market research partners to assist with all stages of the market research project lifecycle.

Requirements. The successful firm shall:

1. Provide a menu of research services such as consultation, survey design, sampling, data collection, analysis, and reporting, with the capability of performing within CareOregon timelines to meet any regulatory or contractual obligations.

2. Provide evidence of working with medical and insurance terminology, have experience with healthcare, including experience with providers and members in the physical, behavioral, and dental benefits spaces. Demonstrate your ability to meet any regulatory or contractual obligations.

3. Produce clear and concise reports, studies, and surveys to measure member and provider satisfaction, including Medicare reporting requirements.

4. Capability to exchange survey data, responses, and findings in machine readable format with CareOregon.

5. Ensure robust data security measures and full compliance with CareOregon’s data security policies.

View CareOregon’s data security policies at this link: https://careoregon.org/about-us/vendor-resources.

This includes secure data transferring, handling of Protected Health Information (“PHI”), and collaboration with CareOregon’s information systems teams to efficiently transfer member data via secure protocols.

6. Have demonstrable experience conducting market research with vulnerable populations.

Ongoing Projects. Below is a current list of ongoing studies and ad hoc research opportunities. CareOregon will leverage the expertise of the selected vendors to optimize the study design and data collection for these recurring studies.

1. Member Satisfaction o Summary: A recurring telephonic survey aimed at assessing the satisfaction levels of our members over time.

o Method: Phone Call o Timeline: Performed quarterly.

o Sample size: 1,032 members per quarter https://careoregon.org/about-us/vendor-resources

2. Provider Satisfaction o Summary: A multimodal recurring survey aimed at assessing the satisfaction levels of our providers over time. Performed quarterly, via email and then telephone follow-up.

o Timeline: Performed quarterly.

o Method: Email and then phone call o Sample Size: 179 providers per quarter

3. Medicare Member Experience o Summary: An ongoing telephonic member survey assessing Medicare members who recently had a healthcare encounter with distinct organizations in CareOregon’s healthcare network.

o Method: Phone Call o Timeline: Ongoing, with quarterly report updates o Sample Size: 251 members per quarter

4. Access To Care Survey o Summary: A recurring telephonic survey required by the Oregon Health Authority, to collect data on access to services offered by our provider network. Key access metrics include those related to appointment availability, impact on availability of appointments that require special language needs, and hearing impairment needs. Performed less than quarterly.

o Timeline: Ongoing, with quarterly reports o Sample Size: 200

Future and ad hoc research requirements. CareOregon will collaborate with vendors to determine the appropriate market research methodologies to optimally meet our needs. The awarded vendors will be able to work within dynamic timelines set by CareOregon. Contractor shall support modalities listed; however, CareOregon may award contracts to firms that provide only one or more of the methodologies listed below. Quantitative and qualitative methodologies used include, but are not limited to:

o Focus groups o In-depth interviews o Usability research o Card sorting o Persona development o Member and provider journey mapping o Behavior and attitude studies o Surveys including via online web page surveys from within our portals, paper surveys, email surveys, text message surveys for post-call satisfaction.

o Correlation research o Benchmark research o Collection of social media data o A/B testing (compares the performance of two versions of content to see which one appeals more to members).

o Digital preference research.

o Observational research, performed locally, engaging with all types of users, including those that do not engage digitally.

SERVICES

1. Sampling.

a. Develop and implement a comprehensive sampling plan.

b. Track and maintain CareOregon requested quotas, such as race, language, age, or ability.

2. Data Collection.

a. Collect data using a diverse range of methods, including telephonic, email, text, mail survey, QR codes, in-person, and more, ensuring the most appropriate method is used.

3. Member Interaction: Qualitative Research.

a. Successfully work with vulnerable populations.

b. Incorporate trauma-informed lens to research.

c. Assess how research may need to be designed to account for vulnerabilities within the target populations.

4. Benchmarking.

a. When applicable, apply benchmarks, such as national and regional standards for patient experience with health plans, patient experience encounters, and provider experience with health plans.

5. Security & Data Handling.

a. Maintain robust security measures that meet CareOregon’s data security requirements for secure electronic transfer of member data, handling protected health information data, and ensuring Health Insurance Portability and Accountability Act (“HIPAA”) compliance.

b. Provide data using Application Programming Interfaces (“API”).

6. Language Services.

a. Provide interpretation (written or verbal) as needed to conduct research in multiple languages as required by the project.

DELIVERABLES.

1. Data (including raw data file) and reporting; formatting and software to be mutually agreed upon.

a. Include data visualization, dashboard creation or integration, and create accessible pathways for multi-user access and use.

b. Provide secure raw data transfer for all data related to surveys and responses in system readable formats.

c. Create a secure direct system-to-system import of the file to CareOregon's enterprise data warehouse using a specified secure transfer protocol, to be mutually determined.

d. Meet or exceed target response rates.

e. When applicable meet benchmark response rate levels.

2. Administration

a. Provide monthly status update meetings to discuss ongoing project progress, issues impeding progress, and resolve issues. Provide regular updates as agreed upon for all projects in progress.

b. Perform project management of research projects.

3. Language Translation

a. Perform translations of written materials as needed to conduct research in multiple languages as required by the project.

4. Equity, Diversity, and Inclusion

a. Contractor’s work product demonstrates strong focus on Equity, Diversity, and Inclusion (“EDI”), with proven expertise in integrating EDI principles throughout research practices.

5. Incentives

a. Understand and adhere to the upcoming CareOregon Market Research Incentives Policy guidelines, attached and incorporated as Exhibit A below.

b. Provide incentives and distribute incentives.

c. Invoice CareOregon for the total number of distributed gift cards monthly and provide all associated data in system readable data file.

3.2.2 Work Schedule:

The tables 1 through 3 below outline target timelines for this project. It is important for Proposers to highlight their ability to meet these timelines or to propose alternatives based on their recommendations.

Fall/Winter 2024: Contract execution.

Survey schedules:

Table 1 - Member Satisfaction Survey

Quarter Estimated Field Dates Report Dates Q1- 2025 2/03/2025 - 3/14/2025 3/31/2025 Q2- 2025 5/05/2025 - 6/14/2025 6/30/2025 Q3- 2025 8/04/2025 - 9/15/2025 9/29/2025 Q4- 2025 10/06/2025 - 12/20/2025 1/15/2026

Table 2 - Provider Satisfaction Survey

Quarter Estimated Field Dates Report Dates Q1- 2025 2/03/2025 - 3/14/2025 3/31/2025 Q2- 2025 5/05/2025 - 6/14/2025 6/30/2025 Q3- 2025 8/04/2025 - 9/15/2025 9/29/2025 Q4- 2025 10/06/2025 - 12/20/2025 1/15/2026

Table 3 - Medicare Patient Satisfaction Survey

Quarter Estimated Field Dates Report Dates Q1- 2025 1/13/2025-3/5/2025 3/18/2025 Q2- 2025 4/7/2025-6/30/2025 7/05/2025 Q3- 2025 7/07/2025-9/30/2025 10/13/2025 Q4- 2025 10/06/2025-12/20/2025 1/15/2026

3.2.3 Term of Contract: The term of the contract shall be from the effective date through December 31, 2026, with the option for two (2) additional two (2) year renewals thereafter subject to the mutual agreement of the parties.

3.2.4 Sample Contract: Submission of a Proposal in response to this RFP indicates Proposer’s willingness to enter into a contract containing substantially the same terms (including insurance requirements) of the sample contract identified below. No action or response to the sample contract is required under this RFP. Any objections to the sample contract terms should be raised in accordance with Paragraphs 2.2 of this RFP pertaining to requests for clarification of the RFP/specifications. This RFP and all supplemental information in response to this RFP will be a binding part of the final contract.

The applicable Sample Professional Services Contract for this RFP can be found at https://careoregon.org/contact-us/vendor-resources.

Professional Services Contract.

The following paragraphs of the Professional Services Contract will be applicable:

Travel and Other Expense is Authorized Protection of Patient Privacy and Security (PHI) Criminal Background Check Requirements CareOregon Data Security Requirements

The following insurance requirements will be applicable:

Commercial General Liability: combined single limit, or the equivalent, of not less than $1,000,000 per occurrence, with an annual aggregate limit of $2,000,000 for Bodily Injury and Property Damage.

Professional Liability: combined single limit, or the equivalent, of not less than $1,000,000 per occurrence, with an annual aggregate limit of $2,000,000 for damages caused by error, omission, or negligent acts.

Automobile Liability: combined single limit, or the equivalent, of not less than $1,000,000 per occurrence for Bodily Injury and Property Damage.

Cyber Liability: combined single limit, or the equivalent, of not less than $1,000,000 per occurrence for network security (including data breach), privacy, interruption of business, media liability, and errors and omissions.

https://careoregon.org/contact-us/vendor-resources

SECTION 4

EVALUATION PROCEDURE

4.1 An evaluation committee will review all Proposals that are initially deemed responsive and they shall rank the Proposals in accordance with the below criteria. The evaluation committee may recommend an award based solely on the written responses or may request Proposal interviews/presentations.

Interviews/presentations, if deemed beneficial by the evaluation committee, will consist of the highest scoring Proposers. The invited Proposers will be notified of the time, place, and format of the interview/presentation. Based on the interview/presentation, the evaluation committee may revise their scoring.

Written Proposals must be complete and no additions, deletions, or substitutions will be permitted during the interview/presentation (if any). The evaluation committee will recommend award of a contract to the final CareOregon decision maker based on the highest scoring Proposal. The CareOregon decision maker reserves the right to accept the recommendation, award to a different Proposer, or reject all Proposals and cancel the RFP.

Proposers are not permitted to directly communicate with any member of the evaluation committee during the evaluation process. All communication must be facilitated through the assigned Procurement Analyst.

4.2 Evaluation Criteria

Category Points available:

Proposer’s General Background and Qualifications 0-25 Scope of Work 0-30 Proposer's Technical Capabilities 0-15 Equity, Diversity, and Inclusion Efforts 0-10 Fees 0-20

Available points 0-100

4.3 Once a selection has been made, CareOregon will enter into contract negotiations. During negotiation, CareOregon may require any additional information it deems necessary to clarify the approach and understanding of the requested services. Any changes agreed upon during contract negotiations will become part of the final contract. The negotiations will identify a level of Work and associated fee that best represents the efforts required. If CareOregon is unable to come to terms with the highest scoring Proposer, discussions shall be terminated and negotiations will begin with the next highest scoring Proposer. If the resulting contract contemplates multiple phases and CareOregon deems it is in its interest to not authorize any particular phase, it reserves the right to return to this solicitation and commence negotiations with the next highest ranked Proposer to complete the remaining phases.

SECTION 5

PROPOSAL CONTENTS

5.1 Vendors must adhere to submission instructions and be advised as follows:

1. Complete Proposals must be emailed to vendorservices@careoregon.org. The subject line of the email must identify the RFP title. Proposers are encouraged to contact Procurement to confirm receipt of the Proposal.

2. CareOregon reserves the right to solicit additional information or Proposal clarification from the vendors, or any one vendor, should CareOregon deem such information necessary.

3. Proposal may not exceed a total of 20 pages plus 5 pages for one project sample (single-sided), inclusive of all exhibits, attachments or other information.

4. Proposers are required to structure Proposals following the below question outline. It is important for answers to be clear and concise. Answer the following questions.

5.2 Proposer’s General Background and Qualifications:

1. Describe your firm.

2. Credentials/experience of key individuals that would be assigned to this project.

3. Describe providing similar services to non-profit entities of similar size within the past five (5) years.

4. Describe your typical customer profile, such as size and service provided. What are your customer retention rates?

5. Description of the firm’s ability to meet the requirements in Scope of Work, Section 3 including any defined time lines.

6. Description of what distinguishes the firm from other firms performing a similar service.

7. Describe if any of the proposed services will be performed by offshore (not US state or US territory) employees or subcontractors?

8. Describe if your firm is currently or potentially engaged in litigation.

9. Provide information demonstrating that your firm is financially stable.

10. Identify any issues or concerns in social media about your firm.

5.3 Scope of Work

1. Briefly describe your experience designing and implementing market research studies in the healthcare sector and with clients similar to CareOregon, such as in digital experience, administrative ease, benefit preference, or member satisfaction.

2. Provide an example of a benchmark research project you conducted within the healthcare sector.

3. Describe your experience conducting research with vulnerable populations or Medicaid and/or Medicare members and providers.

4. How do you ensure that you are centering equity, diversity, and inclusion when designing and implementing market research methodology with vulnerable populations? Provide examples.

5. What technologies/tools/methods do you use for data collection, analysis, and reporting?

6. Describe your dashboards and other analytical tools with drill-down and filtering capabilities.

7. Describe your technical infrastructure for gathering, storing and maintaining survey data.

8. Describe your experience in exchanging data with your customers using APIs and machine readable file formats.

9. Describe your infrastructure and accompanying cybersecurity approach. This must include a comprehensive description of your cybersecurity program as well as any 3rd party certifications you maintain (such as SOC2, ISO, HITRUST, etc.).

10. Is your firm able to send and receive data using a Secure File Transfer Protocol (“SFTP”)?

11. What is your process to ensure you are meeting the language needs of research participants?

12. What is your process for managing and distributing incentives to participants?

13. Describe how you ensure data security and handling of PHI.

14. How do you ensure compliance with HIPAA?

15. What benchmarks do you have available for comparison in the healthcare sector?

16. Outline the process for developing market research tools such as personas, and journey maps.

17. Why should CareOregon select your firm to partner with on market research?

18. List the market research methodologies your firm supports.

mailto:vendorservices@careoregon.org

5.4 Equity, Diversity and Inclusion Efforts

1. Describe your firm’s equity, diversity and inclusion values, policies, efforts, and successes. Include specific details of efforts and how they have shaped the composition and spirit of your firm.

2. Supplier diversity is the intentional inclusion of historically underutilized businesses in a firm’s supply base to achieve innovation, cost reduction, and building economic growth in our communities. If you plan to use subcontractors or other third-party services for the services proposed to CareOregon, describe your supplier diversity program.

3. Outline the specific elements of your proposed services that will support and advance CareOregon’s equity, diversity, and inclusion mission.

5.5 Fees

Provide fees on a time and materials basis. Fees and fee schedules should outline all estimated expenses, hourly rates for all assigned individuals, anticipated travel (if applicable), and any other reimbursable expense.

Proposers must include any supplemental options, packages for incentives, volume price breaks, or schedules offered by Proposer. If services are extended past the initial contract term, provide a maximum escalator to the fee for additional terms.

5.6 References

Provide at least three (3) references from clients your firm has served similar to CareOregon in the past three (3) years, including one client that has newly engaged the firm in the past thirty-six (36) months and one (1) long-term client. Provide the name, address, email, and phone number of the references. Please note the required three references may not be from CareOregon staff, but additional references may be supplied. Points awarded for this criteria are based on both the providing of references as well as information gleaned from the provided contacts. Evaluation Committee members may contact references at their sole discretion.

5.7 Complete the Proposal Certification form, which is on the next page, and attach to your proposal.

PROPOSAL CERTIFICATION

RFP #2024-17 Market Research Services

Submitted by:

(Must be entity’s full legal name, and State of Formation)

Each Proposer must read, complete and submit a copy of this Proposal Certification with their Proposal. Failure to do so may result in rejection of the Proposal. By signature on this Proposal Certification, the undersigned certifies that they are authorized to act on behalf of the Proposer and that under penalty of perjury, the undersigned will comply with the following:

SECTION I. NONDISCRIMINATION: That the Proposer has not and will not discriminate in its employment practices with regard to race, color, creed, age, religious affiliation, sex, marital status, disability, sexual orientation, gender identity, national origin, veteran status, or any other protected class. Nor has Proposer or will Proposer discriminate against a subcontractor in the awarding of a subcontract because the subcontractor is a disadvantaged business enterprise, a minority-owned business, a woman-owned business, a business that a service-disabled veteran owns or an emerging small business that is certified under ORS 200.055.

SECTION II. CONFLICT OF INTEREST: The undersigned hereby certifies that no officer, agent or employee of CareOregon is personally interested, directly or indirectly, in any resulting contract from this RFP, or the compensation to be paid under such contract, and that no representation, statements (oral or in writing), of the CareOregon, its officers, agents, or employees had induced Proposer to submit this Proposal. In addition, the undersigned hereby certifies that this proposal is made without connection with any person, firm, or corporation submitting a proposal for the same material, and is in all respects fair and without collusion or fraud.

SECTION III. COMPLIANCE WITH SOLICITATION: The undersigned further agrees and certifies that they:

1. Have read, understand and agree to be bound by and comply with all requirements, instructions, specifications, terms and conditions of the RFP (including any attachments);

2. Are an authorized representative of the Proposer, that the information provided is true and accurate, and that providing incorrect or incomplete information may be cause for rejection of the Proposal or contract termination; and

3. Will furnish the designated item(s) and/or service(s) in accordance with the RFP and Proposal.

Name:_______________________________________ Date:______________________________________

Signature:____________________________________ Title:______________________________________

Email:_______________________________________ Phone:_____________________________________

Oregon Business Registry Number:________________ OR CCB # (if applicable):________________________

Proposer Primary Point of Contact (Coordination during process and for award information):

Name:_______________________________________

Email:_______________________________________ Phone:_____________________________________

Business Designation (check one):

Corporation Partnership Sole Proprietorship Non-Profit Limited Liability Company

Minority (MBE), Women (WBE), Service-Disabled Veteran (SDV), and Emerging Small Business (ESB):

Certified by the State of Oregon (provide certification number as applicable):

MBE WBE SDV ESB

Self-identified (check as applicable):

MBE WBE SDV ESB

EXHIBIT A

Drafted Proposed Market Research Incentives Rules

Title: Market Research Incentives Rules Version: 1

Owner: Caitlin Hill (Director, Customer Engagement and Retention)

Scope

• All staff

• Lines of Business (COA, CPCCO, JCC, HCP, HSO, Tribal Care Coordination)

• In-house Benefits (Physical Health, Behavioral Health, Dental, NEMT)

Purpose

CareOregon uses incentives to motivate participants to take part in research and to reward them for the time spent on market research activities. The purpose of the Market Research Incentives Policy is to establish guidelines for providing incentives to individuals participating in CareOregon driven research. This policy explains the different incentives that can be awarded to research participants and the required paperwork associated with market research incentives.

Definitions

Research Includes evaluations, surveys, in-depth interviews, and one-time or ongoing focus groups and seeks to comprehend the experiences, sentiments, and other variables of members, providers, or the community.

Participants A research participant is an individual who voluntarily takes part in research.

These individuals may be involved in various types of research activities, including surveys, interviews, usability studies and focus groups. Research participants contribute their time, information, or participation to help researchers gather data on them.

Incentive Incentives can be monetary or non-monetary. Incentives can include gift cards, vouchers, low-cost items, food, and the opportunity to enter a drawing for a prize.

De minimis Too trivial or minor to merit consideration, especially in law.

Drawing A drawing is the process of randomly selecting one or more participants from a pool of eligible individuals to receive a reward. This prize or reward is offered as an incentive for participation in the study.

Policy lncentivizing research subjects for their participation is a widely acknowledged and generally accepted practice in research. CareOregon may choose to utilize incentives to encourage research participation, employing various methods such as offering gift cards, vouchers, or other monetary compensation.

Incentives for participation in research studies is not regarded as a benefit.

When conducting research on behalf of CareOregon, the following guidelines shall be followed:

1. Equity and Fairness

a. Researchers must avoid coercion and undue influence.

i. Coercion: Incentive is considered coercive if it entails an overt or implicit threat of harm/negative consequence which could compel involuntary participation and/or compliance. For example, telling a prospective subject she will lose access to needed services if she does not participate in the research is coercive and would not be permitted.

ii. Undue influence: Incentive that includes an excessive or inappropriate reward or other overture may constitute undue influence. For example, offering individuals $100 each to complete a 20-minute survey on illegal drug and alcohol use could be viewed as unduly influential because the amount could entice individuals to disclose information that they would not otherwise willfully disclose.

b. Individuals participating in the same study and completing the same tasks must be compensated fairly.

c. Ensuring inclusivity in research participation is extremely important to CareOregon, striving to provide opportunities for all members of society to engage. The method of incentive must be appropriate for the participants' circumstances, which could include no or limited access to email, bank accounts, particular retailers, etc.

2. Research Participant Consent

a. Researchers must ensure that research participants consent to the research. The consent must contain the following information:

i. Details on the type of incentive and delivery method

1. The amount/value and method of the payment {i.e., gift card), and how and when incentive will be provided.

2. Any tax implications for accepting the incentive.

ii. An explanation of what identifiable information will be used to provide the incentive, and how that information will be stored and secured; who has access to it; and when it will be destroyed.

b. When research participants are to be given gift card incentives for their participation, the total amount must be shared with the participant when consenting to participate.

i. Describe the amount/value and method of payment, and how and when incentive will be provided.

3. Incentive Distribution

a. Unless otherwise approved by Procurement, incentive gift cards should be distributed by vendors who are responsible for ensuring compliance with tax regulations, such as the generation of 1099s for individuals receiving over $600 in a calendar year.

b. CareOregon strongly discourages the practice of researchers independently purchasing gift cards for internal distribution. For situations where a researcher believes internal distribution of gift cards is necessary, they must provide Procurement and Market Research teams with their reasoning for this method and receive approval in advance.

c. Researchers must ensure timely distribution of incentives to research participants upon completion of their involvement in the study.

i. The standard turnaround time for providing incentives to participants should not exceed 30 days from the date of their participation completion. In cases where delays are anticipated, researchers must communicate with participants promptly and provide a revised timeline for incentive distribution.

4. Reporting and Documentation

a. Vendors that provide participant incentives for their involvement in a study are expected to follow record-keeping requirements outlined by the Internal Revenue Service, including providing a 1099 to any individual receiving incentives exceeding $600 in a calendar year from a unique organization. is subject to record-keeping requirements by the Internal Revenue Service. Each vendor distributing incentives will be required to keep a log documenting the names of participants and payments to those participants. In the event of an IRS audit, it will be the responsibility of the distributor of the incentives to supply clear supporting compensation documentation.

5. Drawings

a. Researchers may incorporate drawings as part of the incentive structure for research participation for Medicaid members specifically. Per Medicare Subchapter C, there are limitations when offering drawings to Medicare members. Unless otherwise approved by the Market Research team, Medicare members cannot be offered drawings.

b. When considering the price for the incentive of a drawing, note that the total amount of the drawing offerings divided by the number of participants is the determination of how much the award actually is. (i.e., if you had a $200 gift certificate for 1 person out of 100, it would be considered the actual offer was $2 a person.)

i. This calculation does not affect the $600 limit record-keeping requirement.

c. All participants who complete the designated research activities within the timeframe are eligible for entry into the drawing. The process of selecting winners should be transparent and conducted fairly to ensure equal opportunities for all participants.

d. Participants should be informed about the drawing process, including the criteria for eligibility and the prizes available. This information should be clearly outlined in the consent materials provided to participants prior to their involvement in the research study.

e. Drawings should be conducted promptly following the completion of the research study.

Researchers should establish a specific time line for announcing the winners and distributing prizes.

f. The random selection for the drawing can be done using various methods, such as using Excel's built-in functions for generating random numbers or using specialized software designed for this purpose.

Ownership/Responsibilities

Vice President, Customer Experience

Approver of policy.

Director, Engagement Retention

Accountable for policy.

Engagement Team Responsible for processing incentives when applicable.

Senior Market Research Analyst

Responsible for providing subject matter expertise on Market Research and guidance on allowable incentives for research projects.

Anyone conducting research on behalf of CareOregon or delivering research incentives on behalf of CareOregon

Must comply with policy.

Compliance Provides subject matter expertise and must be consulted for any approvals documented in the policy.

Compliance Enforcement

All staff and subcontractors that conduct market research are responsible for adherence with this policy.

All people leaders are responsible for ensuring their staff are adhering to this policy when conducting Market Research.

Regulations

42 CFR Part 422 Subpart C