RFP 2025-01 - Clarifying Questions 4.pdf
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- Attached to
- RFP 2025-01 - Conversational Intelligence Tool
- Solicitation number
- S-X26083-00013397
- Issued by
- Multnomah County, Oregon
About this file
This document is a Response to Clarifying Questions #4 for CareOregon's Request for Proposals (RFP #2025-01) for a Conversation Intelligence Tool. The document provides detailed responses to 13 vendor questions regarding the procurement, covering topics such as cost structure preferences, training and support inclusion, subcontractor requirements, accessibility compliance, technical integration specifications, proposal page limits, and training delivery methods. CareOregon indicates flexibility in several areas, including cost structures, joint vendor proposals, and implementation approaches, while maintaining specific requirements such as service delivery within the United States and compliance with ADA and WCAG 2.2 AA guidelines.
Key details include CareOregon's preference for virtual training delivery and their desire to track specific metrics like compliance red flags, HIPAA issues, information accuracy, tone, and dead air. The organization currently lacks a training simulation platform and is open to vendor solutions. The RFP maintains a 25-page proposal limit (excluding the Proposal Certification), with opportunities for finalists to provide additional information during demonstrations. Notably, CareOregon emphasizes that subcontractors must meet the same contractual requirements as the primary vendor, and all services must be provided within the United States, with no offshore service limitations.
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315 SW Fifth Ave, Portland, OR 97204 | 800-224-4840 | TTY 711 | careoregon.org
George Marlton Procurement Director
Procurement Department 503-488-7646 vendorservices@careoregon.org
REQUEST FOR PROPOSALS #2025-01
Conversation Intelligence Tool
RESPONSE TO CLARIFYING QUESTIONS #4
April 21, 2025
Note that these are questions submitted by interested firms to the above referenced solicitation. The below answers are for clarification purposes only and in no way alter or amend the RFP as published.
1. Will there be an extension for the submission of the RFI?
Answer: No. There will not be any extension for submissions to the RFP.
2. Cost Structure Preferences – Does CareOregon have a predefined cost structure for a fixed-price contract, a time & materials model, or a hybrid model with milestone-based payment?
Answer: No. We do not have a preference for any type of cost structure. CareOregon is open to proposals with any of the listed cost structures.
3. Should vendors include training and ongoing support costs as part of the proposal, or will CDLE handle these separately?
Answer: Training & Support should be included in the overall costs but called out as separate line items. Additionally, we will want to see the initial cost for training during implementation and any ongoing costs called out separately.
4. Can multiple vendors jointly propose a comprehensive solution, or must a single vendor fulfill the entire scope?
Answer: CareOregon is open to joint proposals if it is mutually beneficial for all parties.
5. Does [CareOregon] have specific restrictions on where vendor implementation teams, support, or help desk services can be located (e.g., within the U.S. vs. offshore)?
Answer: As stated in the RFP, all Services shall be provided within the United States or a Territory of the United States. This requirement applies to Contractor’s employees, subcontractors, any other staff who has contact with CareOregon staff or members, and any location where CareOregon Data will be accessed or stored. However, there is no limitation on where in the US any implementation teams, support or help services are located.
6. The RFP requests three separate client references, but no specific format is provided. Could you share the required format/template or clarify the preferred structure?
Answer: There is no required or preferred format for references.
http://careoregon.org/ mailto:vendorservices@careoregon.org
Procurement Director
Procurement Department 503-488-7646 vendorservices@careoregon.org
7. Does the solution need to comply with ADA and WCAG 2.2 AA guidelines. Are there any state-specific accessibility requirements beyond these federal standards? Are there any compliance or accessibility guidelines (e.g., WCAG) required for the coaching interface?
Answer: Yes, the solution will need to comply with the ADA & WCAG 2.2. We are also exploring additional State-level requirements with our Compliance Team and will communicate any additional requirements to the selected vendor at the implementation stage.
8. If vendors plan to use subcontractors for certain aspects of the solution, are there any compliance requirements for third-party vendors?
Answer: Any permitted subcontractor under this Contract shall be required to meet the same requirements as the Contractor. CareOregon’s consent to any subcontract shall not relieve Contractor of any of its duties or obligations under this Contract. Subcontractors who have any access to CareOregon staff, members, or data are also subject to the same limitations against offshore services.
9. What are the technical specifications or constraints for integration with your current systems beyond NICE cxOne? Could you provide the data exchange format standards or API specs for survey data ingestion/output (e.g., HL7, FHIR, CSV, XML)? Are there existing dashboards or analytics platforms we should integrate with (e.g., Power BI, Tableau, Looker)? Can you provide details on existing with CareOregon’s CCaas solutions and NICE cxOne platform?
Answer: In depth technical specifications at this level will be discussed with the finalists and/or determined at the implementation stage of the project. These specifications are beyond the scope of what CareOregon expects to see in an initial proposal.
10. Should the 25-page limit for the proposal include the Proposal Certification? Given the extensive nature of the questions, can the page limit be extended to ensure comprehensive coverage of all necessary details?
Answer: The Proposal Certification is not included in the 25-page limit. The remainder of the initial submission should be able to be contained within the 25-page limit. If additional information is needed from a vendor, or if a vendor is one of the finalists selected to give a demonstration, that vendor will be allowed to expand upon their submission. However, the submission itself should stand alone for review.
11. What specific metrics or behavioral traits should the real-time coaching solution track (e.g., tone, pacing, compliance flags)?
Answer: The training metrics we would want to track include compliance red flags (notably HIPAA issues), accuracy of information provided, tone, and dead air.
12. How are training simulations currently delivered, and are there platforms you'd prefer we integrate with or replace?
Answer: We currently do not have a solution that provides training simulation.
Procurement Director
Procurement Department 503-488-7646 vendorservices@careoregon.org
13. Does the training and coaching (real-time coaching, instant feedback, and interactive training simulations) need to be conducted onsite, or is there flexibility to deliver it virtually?
Answer: CareOregon’s preference would be to have the training done virtually.
End of Clarifying Questions #4
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