RFP 2025-01 - Clarifying Questions 5.pdf

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 #5

April 22, 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. Can you provide more detail on the expected call volume and any anticipated growth over the next 2-4 years?

Answer: Average call volume is currently approximately 50,000 calls per month. We do not anticipate that volume to change much over the next 2-3 years.

2. Regarding the 6 most common languages used at CareOregon (besides English), are there any specific dialects or regional variations within these languages that the solution should support?

Answer: No, there are no specific dialects that the solution would need to support.

3. Could you elaborate on the "self-service option" mentioned for intelligent call routing? What specific self-service modalities (e.g., chat, SMS, portal) are you currently using or plan to implement?

Answer: We currently have a member portal and provider portal and secure messaging for our provider team. We are looking to implement secure messaging for our members, chat, and SMS in the next 6-18 months. Any self-service options would likely not be part of the initial implementation.

4. Can you provide more information about your data security policies, specifically any requirements or certifications beyond those listed in the RFP?

Answer: CareOregon requires that all Contractors maintain commercially reasonable and prudent infrastructure and controls to protect CareOregon Data. This solution would be subject to the terms of the CareOregon Data Security Agreement - Tier 1. This service would also be subject to the terms of CareOregon’s Terms and Conditions for Cloud Services.

CareOregon’s data security agreements and Cloud Services Agreement can be found at this link https://careoregon.org/about-us/vendor-resources.

5. How do you envision the Conversational Intelligence Tool impacting CareOregon’s KPIs?

Answer: We would like this tool to help us identify friction in our interactions, to determine changes to people and processes and expect that all monitored KPIs will be positively impacted by implementing Conversational Intelligence.

http://careoregon.org/ mailto:vendorservices@careoregon.org https://careoregon.org/about-us/vendor-resources

Procurement Director

Procurement Department 503-488-7646 vendorservices@careoregon.org

6. Could you describe your current process for quality assurance and compliance monitoring, and how you expect the proposed solution to improve or replace this process?

Answer: Currently, all leaders within our CX Organization complete call monitoring and coaching. We also have a small QA team focused on monitoring and analysis. We are expecting this tool to increase our ability to monitor more calls without adding people to our team. We also want deeper insights to improve overall accuracy, efficiency, and compliance.

7. Are there any specific requirements or preferences for the AI engine used for the Conversational Intelligence Tool?

Answer: There are no preferences for which AI engine would be used for this solution.

8. Regarding data retention, what are your specific requirements for how long call recordings, transcripts, and analysis data should be stored?

Answer: The duration for which call recordings should be stored has not yet been determined.

This will be part of the final contract with the selected vendor.

9. What are CareOregon's requirements for system uptime and availability, and what are the expected service levels during maintenance windows?

Answer: CareOregon would expect system uptime to be at least 99.95% inclusive of maintenance windows.

10. To help us understand your needs for handling spikes in demand, can you provide information on your peak call volume periods?

Answer: This varies by line of business; however, generally, January and July are our highest call volume months. On a weekly basis, Mondays have the highest volume.

11. What are your expectations for ongoing training and support for contact center staff after the initial implementation?

Answer: We are interested in ongoing support and training as necessary to be successful with ongoing usage of your solution, including new software releases, new features, bug fixes, etc.

12. What are your specific requirements or expectations for project management methodologies and communication during the implementation?

Answer: CareOregon has no preference for the type of project management methodology used during implementation provided that the implementation meets the goals and timelines agreed to between the parties.

13. Could you provide specific examples of how CareOregon measures the success of its equity, diversity, and inclusion efforts, and how you envision the Conversational Intelligence Tool contributing to these goals?

Procurement Director

Procurement Department 503-488-7646 vendorservices@careoregon.org

Answer: This is currently monitored during our QA process and member/provider surveys.

This tool can help us with insights into how our agents respond and react to callers with different needs or communication styles (i.e. LEP).

14. Are there specific metrics or reporting requirements related to equity, diversity, and inclusion that you would like the tool to provide?

Answer: We would like to monitor tone, pacing, and sentiment.

15. How many Service Agents do you currently have and what you are projected to have over the next 3 years?

Answer: We staff 150-180 agents throughout the year, based on call volumes. We expect to stay within that range over the next 3 years.

16. What is CareOregon’s current Survey and Member/Patient Experience solution?

Answer: CareOregon currently uses NICE Feedback Manager.

17. Besides Call Transcripts, do you require any additional data ingestions for reporting purposes? Chat? CRM Data?

Answer: CareOregon does not currently require any such additional reporting. This may change within the next 12-18 months to include chat.

18. Is the intent to implement workflows for closing the loop? If so, who will be responsible for closing the loop?

Answer: CareOregon does not intend to implement such workflows at this time.

19. Besides NICE do you require any other Integrations with other key business software applications such as CRM, BI, financial or employee data, workflow management and automation, etc.? Which CRM do you use which version?

Answer: CareOregon’s current systems include our knowledge management system (NICE Expert) and our system of record, QNXT. We do not currently have a CRM.

20. What types of other AI interactions would CareOregon like to monitor? What are they looking for in the interactions?

Answer: CareOregon is looking to monitor phone calls and eventually chat.

21. For Optional Services - Is Real-Time Agent Assist a priority for CareOregon? Would an approach starting with Conversational Intelligence (Insights and Automated QA) that quickly expands to real-time Agent Assist functionality be acceptable?

Procurement Director

Procurement Department 503-488-7646 vendorservices@careoregon.org

Answer: Yes, we are not expecting all functionality at go-live and would be happy to have an approach that gradually expands functionality over time.

22. What are the different teams and use cases (Provider Services, Member Services, Sales, etc.)

and is there a focus to implement AI across all use-cases or specific teams to start?

Answer: The teams using this service would be Member Customer Service and Provider Customer Service. We would like a phased approach to implementation to include all teams.

23. CareOregon is asking for a sample project plan. These are very customized to each customer.

Would a screenshot be acceptable? Please elaborate on what the team is looking for. For questions about resources needed and time dedicated, could we provide a screenshot?

Answer: Yes, a screenshot would be acceptable for these items. We are looking to better understand each vendor’s approach to project planning, format, basic milestones, resources needed, and general timing.

24. In order to determine the annual cost of the software and implementation services fees, there are many factors such as product scope, customizations, annual minute volume, and number of use-cases. Could you please provide more details on what you are looking for in terms of "Fees"? Is CareOregon looking for professional services costs, software costs, etc.?

Answer: You can break down your fees in whatever manner you prefer. CareOregon is looking for complete transparency on all costs related to the tool and implementation, including software, ongoing support, and any add-ons we may consider in the future.

End of Clarifying Questions #5