RFP_25-500-01_Attachment_IV.xlsx

XLSX spreadsheet 80 KB Posted Jun 2, 2025

Attached to: 25-500-01 CalHR Benefits Wellness Program Service
Solicitation number: 0000035769
Issued by: California

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Instructions

INSTRUCTIONS
1. The questions in this template will be used for the proposal analysis.
2. Complete all questions
3. Some questions have drop down answers and some are fill in
4. Please send any questions to:	josephine.tang@mercer.com, madeline.adamy@mercer.com, melinda.izbicki@mercer.com

OPPORTUNITY INFORMATION
Client Name:	State of California
Client Size (# of employees):	~245,000
Client and Opportunity Overview:	The State of California is seeking a vendor partner to provide a holistic wellness portal and app for its employees. Content should support at least five elements of wellbeing -- physical, career, social, financial and community -- providing health and lifestyle information, challenges, incentive tracking, activity trackers and other self-directed well-being features and activities, such as healthy recipes, exercise videos, mindfulness activities, and more. Integration of wearable tracking device data and the ability for a group or department leader to initiate group challenges on the platform are also required.

The organization has 153 departments across the state, and departments may have multiple field offices. CalHR Benefits Division supports departmental wellness coordinators. Those coordinators, in turn, administer CalHR's Wellness Program for their department's employees. This means the selected vendor may be interfacing with 150-200 coordinators who need support in order to serve their department's employees.

Therefore, it will be important to provide a strong, proactive, comprehensive account management team dedicated to the State of California, including strategic and operational support on a regular basis. As well, strong customer support (dedicated or designated) with a clear understanding of the State of California's culture and demographics, is expected to be available via a dedicated toll-free phone number.

In addition to the above, the State of California desires subject matter experts to be available for teaching/training (on-site and virtual). The vendor partner will also be required to participate in a number of meetings throughout the year, including stewardship meetings, mid-year review, reporting, etc.

Further, experience with branding and innovative and proactive promotion of the wellness program is required, including developing and providing co-branded educational and outreach materials specifically tailored to the State of California, such as brochures, supervisor/coordinator handbooks, posters, wallet cards, newsletters, and promotional items. The ability to collect participant contact information and send direct information to members is needed. Vendor partner will be required to remediate all digital materials for accessibility compliance for those using assistive technology, using CommonLook®.

Finally, the State of California seeks a fee model that begins at a baseline level and increases as utilization increases at pre-determined thresholds. The vendor partner will also not invoice the State of California for any fees until after the platform/program has launched.

This document should be completed in its entirety and returned in excel format to melinda.izbicki@mercer.com, josephine.tang@mercer.com, and madeline.adamy@mercer.com by 4:00pm PT on Monday, June 23rd, 2025.

Company Information Company Overview

Bidder Instructions: Please provide your responses in columns C & D as applicable. If column C has pre-populated options in gray text, please insert your response and provide comments as necessary in column D. Unless otherwise listed, please limit responses to 5,000 characters.

Company name

‘Contact us’ email

Website

X™ name

LinkedIn™ company page URL

Overview

Company key facts

Confirm if you have a business continuity plan in case of a catastrophic event, major outage or pandemic that would prevent you from operating from your offices as normal for more than a day. Details may be requested at a later date

Year Founded

Merger & acquisition activity

Annual corporate revenues (US$, FYE 2022)

Annual corporate revenues (US$, FYE 2023)

Annual corporate revenues (US$, FYE 2024)

Total corporate employees

Total number of individual contributing contractors

DUNS Number

Company Funding Status

Total Company Funding Multi-select list:

· $1 - $4,999,999

· $5,000,000 - $9,999,999

· $10,000,000- $24,999,999

· $25,000,000 - $49,999,999

· Over $50,000,000

Company Funding Stage Multi-select list:

· Self-funded

· Round 1 / Friends and family

· Round 2 / Seed

· Round 3 / Growth or Early Stage

· Round 4 / Expansion

· Round 5 or more / Mezzanine to IPO

· Not applicable. This is a mature company.

Company Financial Structure Single-select dropdown:

· Private

· Private with outside investors

· Limited company

· Partnership

· Public company

· Mutual company

· Other

If publicly traded, identify exchange(s) and symbol(s)

If not publicly traded, indicate your financial stage and the capital invested in your organization or select private Multi-select list:

· Seed/Pre-Seed

· Series A

· Series B

· Series C

· Series D

· Privately Owned

· Other

· N/A

If Other, please describe

Solution Overview Solution Overview

Product name

Website

Describe what differentiates this solution from competitors, including ways it is innovative
Is your solution available in all 50 states?
Indicate any state in which your solution is NOT available	Multi-select list:

· Alabama

· Alaska

· Arizona

· Arkansas

· California

· Colorado

· Connecticut

· Delaware

· Florida

· Georgia

· Hawaii

· Idaho

· Illinois

· Indiana

· Iowa

· Kansas

· Kentucky

· Louisiana

· Maine

· Maryland

· Massachusetts

· Michigan

· Minnesota

· Mississippi

· Missouri

· Montana

· Nebraska

· Nevada

· New Hampshire

· New Jersey

· New Mexico

· New York

· North Carolina

· North Dakota

· Ohio

· Oklahoma

· Oregon

· Pennsylvania

· Rhode Island

· South Carolina

· South Dakota

· Tennesse

· Texas

· Utah

· Vermont

· Virginia

· Washington

· West Virginia

· Wisconsin

· Wyoming

· U.S. Territories

· N/A

		Are you able to add states if an employer group has membership in states you are not currently offering your solutions in?
		If Yes for the previous question
If yes, please detail process and any requirements to adding states	5000 character max
		Key Competitors
			Options

Do you distribute your solution through any channel partners?

If Yes for the previous question

If yes, please identify the channel partners that employers could access the solution through If you are a carrier, confirm if this solution is available as a standalone offering without selecting you as the carrier Single-select dropdown:

· Yes

· No

· Not Applicable For point solutions/vendors, confirm if this solution is available as a standalone offering without selecting additional solutions Single-select dropdown:

· Yes

· No

· Not Applicable Confirm if this solution can be made available to employees not enrolled in a major medical plan Single-select dropdown:

· Yes

· No

· Not Applicable Confirm that each of the service lines are compliant with HIPAA and GINA regulations for data privacy and security Single-select dropdown:

· Yes

· No

· Not applicable

How is eligibility determined for employer groups?	5000 character max
Can your solution be delivered without an eligibility file?	Single-select dropdown:

· Yes

· No

· Not applicable

If eligibility data is not required, describe how your solution would work.
Provide a brief definition of how you define eligibility for your program
Provide the book of business result of your program eligibility measure e.g. what proportion of the total population you expect to be eligible
Confirm if your solution is available to spouses or dependents	Single-select dropdown:

· Yes, additional fees may apply

· Yes, no additional cost

· No

· Other Confirm if your solution is available to retirees Single-select dropdown:

· Yes, additional fees may apply

· Yes, no additional cost

· No

· Other

If Other, describe

Indicate if your solution can be provided to extended family and/or household members not claimed to eligible dependents, as defined by the plan

Describe the process for enrolling extended family or other household members; indicate any additional data/eligibility file requirements

If applicable, describe the age threshold for your solution to be used. Describe how members are able to engage with your solution by proxy (as needed) should your age range fall below 18 years of age

Describe your roadmap for future solution developments over the next 5 years

Confirm if this solution offshores any portion of its services outside of the U.S or subcontracts with another company. If so, describe which services and the name of the other company

Diversity & Inclusion Diversity & Inclusion

Available languages Multi-select list:

· English

· French

· French Canadian

· Spanish

· Arabic

· Mandarin

· Russian

· Portuguese

· German

· Cantonese

· Other

If 'Other' please state
If you indicated your solution is available in the languages listed above, please describe if the language is available in all or only specific parts of the solution/experience
Is there a Spanish language version of your member website?
D&I Supplier Certification	Multi-select list:

· Disability Owned Business Enterprise (DOBE)

· LGBT Owned Business Enterprise (Certified LGBTBE)

· Minority Owned Business Enterprise (MBE)

· Veteran Owned Business Enterprise (VOBE)

· Women Owned Business Enterprise (WBE)

· None of the above

· N/A

Confirm if you have metrics to evaluate your employee population, leadership, and board members regarding DEI

If Yes for the previous question

If yes, please describe

Note the demographic makeup of your board of directors and executive committees (e.g., % female, % by race/ethinicity, etc.)
If applicable, please provide information on external recognitions and diversity within your workforce
Select the accommodations this solution has to ensure inclusiveness	Multi-select list:

· Limited Sight / Blindness

· Learning Disabilities

· Limited Mobility

· Deaf / Hard of Hearing

· Limited English Proficiency

· None

Specify the accommodations within each category above
Describe how your solution ensures compliance with the Americans with Disabilities Act - for individuals who may require special accomodations
Indicate how data on sexual orientation, gender identity, race/ethnicity, language, and/or disability status is collected	Multi-select list:

· Self-reported by the member

· Employer's eligibility file

· Other If Other for the previous question If Other, please describe the process

Can you accept U gender markers/non-binary options for non-binary/gender diverse members?
Are there any exclusions related to gender non-binary individuals, domestic partnerships, or LGBTQ+ couples?
Describe strategies to address inclusiveness (e.g. cultural and linguistically appropriate services, services for the neurodiverse, etc.).
List ways your solution addresses the multifaceted needs of participants/members served, particularly pertaining to health equity and social determinants of health (SDOH). Please include efforts made to ensure your solution is equitable and reduces health disparities
Describe the reporting available to the State of California to identify health disparities and measure health equity
Complete the table for resources available to under-served populations
	List the data elements/reporting capabilities available to the State of California to identify health disparities and measure health equity improvement over time	Describe the programs, practices, education, services, and/or resources that are offered for the following under-served populations.
	1000 character max
Certain races/ethnicities (please specify)

People with Disabilities

Veterans

Refugees & Immigrants

Lesbian, Gay, Bisexual, Transgender, Queer, Intersex, Asexual + (LGBTQIA+)

Women (including natal women, cisgender women, and transgender women)

Multi-generational / Aging

Low Socio-Economic Status

Neurodiverse (Certain developmental disorders are normal variations in the brain. People who have these features also have certain strengths)

Rural

Other

Confirm if you screen members for problems related to SDOH

If Yes for the previous question

If yes, please list areas screened for (e.g., food insecurity, housing insecurity, etc.) and how and when this is conducted (via phone, assessment, both, etc.). If a specific screening tool is used (e.g., PRAPARE) please note that as well.

If a problem related to SDOH is identified, list ways you provide support and/or connect members to services to find assistance
For referrals to outside resources, indicate the following:	Multi-select list:

· Track whether the member seeked the services

· Follow up to see if support was received

· N/A

Specify the actions your organization is taking to improve health equity for the members you serve
What outcomes have you achieved through your improvement initiatives related to health equity? Please detail specific metrics and outcomes, including any published studies/papers/articles
Describe your DEI roadmap for covered members, e.g. what are your current and future initiatives for serving clients
Does this solution include a module that assists clients with execution and administration of Diversity Equity and Inclusion (DEI) initiatives?
If yes, check the minority groups that you target	Multi-select list:

· Black, Indigenous, and People of Color (BIPOC)

· People with Disabilities

· Veterans

· Refugees & Immigrants

· Lesbian, Gay, Bisexual, Transgender, Queer, Intersex, Asexual + (LGBTQIA+)

· Women (including natal women, cisgender women, and transgender women)

· Multi-generational / Aging

· Low Socio-Economic Status

· Neurodiverse (Certain developmental disorders are normal variations in the brain. People who have these features also have certain strengths)

· Other

Solution Cost

• Complete cells applicable to your program.

• All fees must be outlined in the proposal. CalHR will not be responsible for any fees not expressly outlined.

Pricing Model Multi-select list:

· Per Employee per month

· Per Member per month

· Per Participant or Case

· Time-based flat fee (e.g. annual, monthly)

· Other

If Other, describe

Please propose a fee model that varies based on utilization, starting with lower fees that would increase at certain thresholds of increased utilization with an annual fee maximum.

Example: $X PEPM for ≤ 25% eligible registered, $X PEPM for ≥ 26% to ≤ 35%, $X PEPM for ≥ 36% to ≤ 45%, $X PEPM for ≥ 46% to ≤ 55%, $X for ≥ 56%; Annual Total Fee Maximum = $X

If you have multiple pricing options, is the choice up to the employer? See below for other fee categories and list any other fees that may be applicable.
Offers Preferred/Discounted pricing
Offers ability for piloting solution at a preferred/discounted pricing
If applicable, please describe any pricing advantage if services/solutions are bundled
Confirm that you will not invoice State of California until after your program has launched
Describe components of your standard cost structure paid by the employer
	Indicate the components included in your standard cost structure paid by the employer

Administration fee

Implementation fee

Set up fee

Annual platform fee

Data transfer fee

Other

Confirm if there are any pricing advantages for multi-year contracting

Will you provide a credit for custom reporting?

Confirm whether credits can be used for custom communication campaigns

Confirm if onsite open enrollment support is included in your pricing

Confirm you are willing to provide a consulting credit to CalHR’s Broker of Record of $25,000 in year 1 and $10,000 in years 2 and 3.

Confirm you will include termination for convenience without penalty language

Performance Guarantees Performance Guarantees

Bidder Instructions:

• Provide responses in columns G, H and I

• Indicate how you will report PGs to CalHR (including the frequency)

• PGs should be related specifically to CalHR (i.e., not based on your book of business performance).

Name	Area (operational, clinical, financial etc.)	Target	Performance Guarantee Description	Measurement	% of Fees at Risk	Vendor Response (Agree/Disagree/ Comment)	If Disagree, Please Explain	Additional Comments
Program Participation	Operational	At least 40% of registered users use ≥ 4 times/year	Number of registered participants who use website/app/connected service ≥ 4 times per year divided by total registered participants.	Vendor reporting	4% of annual wellbeing/access fees
Implementation Delivery	Operational	All (100%) implementation Milestones will meet the agreed upon due date.	The due date will be the final agreed upon date, which will allow for agreed upon adjustments that occur post plan development and finalization of these guarantees. Dates that are mutually agreed upon as not achievable, because of State of California delays or factors outside of the vendor's control, will not be factored into the guarantee	Mutually agreed upon action plan	Minimum of 50% of implementation fee, if any, plus 10% of first year annual program fees
Account Management Satisfaction	Operational	Achieve an average rating of 4 or better on a standard 5 point scale where 5 is very satisfied and 1 is very dissatisfied. Stakeholders to complete an agreed upon survey.	Measured survey results include satisfaction with account team management	Survey results	5% annual wellbeing/access fees
Annual Participant Satisfaction	Operational	Achieve an average rating of 4 or better on a standard 5 point scale where 5 is very satisfied and 1 is very dissatisfied. A minimum response rate should be negotiated.	Participant satisfaction with vendor tools, resources, and services	Survey results	5% annual wellbeing/access fees
Platform Availability	Operational	Website/Portal/App available 99% of time	(1) Web portal uptime is 99%, with the exception of scheduled maintenance

(2) State of California will be alerted of urgent updates to the web portal within 48 hours of when the update is scheduled to occur

(3) State of California will be alerted of scheduled updates to the web portal at least 30 days in advance of when the updates are scheduled to occur		1% annual wellbeing/access fees
	Sustained Usage/Engagement	Operational	A sufficient number of registered participants will regularly use the service
	Customer Service: Email Response Time	Operational	95% of emails responded to within 48 hours	Average time to respond to customer service email	2% of program fees for aggregate customer service response and resolution time
	Customer Service Resolution Time	Operational	90% of tickets resolved within 2 hours	Time to resolve initial issue	2% of program fees for aggregate customer service response and resolution time
	On Demand Reporting	Operational	99% uptime	Incentive and challenge reporting will be available on demand	Measured and credited monthly at 1/12 of 2% of wellbeing/access fees
	Population Level Issue Management	Operational	Issues brought forward have timely resolution	Critical issues resolved within 24 hours	5% of annual wellbeing/access fees

User Experience User Experience

Bidder Instructions: Please provide your responses in columns C & D as applicable. If column C has pre-populated options in gray text, please insert your response and provide comments as necessary in column D. Unless otherwise listed, please limit responses to 5,000 characters.
Provide a brief definition of "active engagement" in your solution, and how you measure member engagement e.g. % of eligible population that actively/persistently engaged with your solution (# of active users / eligible population)	5000 character max

Provide the book of business result of your member engagement measure 5000 character max

Describe how you initially activate members and continue to keep them engaged 5000 character max

Provide your point of view for using non-financial incentives to encourage/maintain engagement, including the incentive approach you've had greater success with 5000 character max

Confirm if you can provide activity and participation information for purposes of incentive tracking
Engagement modalities	Multi-select list:

· Mobile application

· Mobile optimized website

· Website

· Telephonic

· In person

· Text

· Virtual/Augmented Reality

· Activity trackers

· Other

If you selected "other," please explain
Customer Service modalities	Multi-select list:

· Email

· Online chat - Bot

· Mail

· Telephone

· Text

· Online chat - Live Person

List the hours of operation for each of your solutions, if different; note any differences based on services offered (e.g., 24/7, etc)	2000 character max
Please list any partner organizations involved in delivering the end user experience (directly or indirectly)	1002 character max
Please indicate how long they have been a partner and how they compliment your solution	1000 character max

Communications Communications

Bidder Instructions: Please provide your responses in column C. Unless otherwise listed, please limit responses to 5,000 characters.

Describe the standard member communication support available as part of your solution. Indicate level of involvement required by the State of California

Confirm ability to develop and provide co-branded educational and outreach materials specifically tailored to the State of California, (e.g., brochures, supervisor/coordinator handbooks, posters, wallet cards, newsletters, and promotional items)

Can you provide additonal communications support and/or customizations? If so, are there additonal fees?

If you charge extra fees for additional/custom communications support, will you provide a Communications Credit to cover the additional cost for custom communications?

Describe how the solution addresses inclusivity in language used through the program, incuding member facing content and communications. Also, comment on the accessibility of communications to all participants of the solution

Confirm ability to remediate digital materials for accessibility compliance for those using assistive technology using CommonLook

Confirm ability to collect participant contact information and send direct information to members without any support from the State of California

Describe your experience with branding and promoting wellness programs across an organization

Share a summary of innovative communication strategies you offer

Compliance| Data Security Compliance/ Data Security

Bidder Instructions: Please provide your responses in columns C & D as applicable. If column C has pre-populated options in gray text, please insert your response and provide comments as necessary in column D. Unless otherwise listed, please limit responses to 5,000 characters.
Describe how the EEOC regulations regarding employee notification and GINA spouse authorization compliance are addressed
Confirm terminated employees can continue to access this solution if electing COBRA
Indicate the industry data governance standards your organization follows and / or is compliant with	Multi-select list:

· FISMA

· SOC 2

· SSAE16

· SSAE18

· HiTRUST

· PCI-DSS

· NIST 800-53

· ISO 27001

· Other

· N/A

If 'Other', describe	5000 character max
Indicate the regulations your organization follows and / or is compliant with	Multi-select list:

· GDPR

· NYDFS

· CCPA

· HIPAA

· GLBA

· FISMA

· Other

· N/A

If 'Other', describe

Confirm if participant data is sold

If Yes for the previous question

If 'yes', describe what is sold, to whom, and how often

Confirm if data is backed up on a daily basis
Describe the physical location(s) of data backup
Indicate if your organization is currently engaged in any legal actions / lawsuits
Confirm if your organization employs an in-house, full-time regulatory compliance officer
Confirm if your organization supports industry recognized, encrypted data / file transfer capabilities (SFTP, TLS, SSH, etc.)
Confirm where your organization encrypts participant data	Multi-select list:

· At Rest

· In Transit

· In Backup

· N/A

Confirm if your organization offers a Disaster Recovery plan for each of your applications

Confirm if your organization has experienced any data / privacy breach (including HIPAA breaches) in the past 3 years

If Yes for the previous question

If 'yes', explain the solution and how it was handled

Detail any policies and procedures used to ensure the integrity, security and privacy of participant data
Confirm if your organization has a dedicated security team
Confirm if your organization has a dedicated privacy team
Confirm if your organization requires annual security and privacy awareness training
Describe the types of data issues that are checked and accounted for, including what the process is for checking. Additionally, please include the process for reconciling the data
Describe or provide documentation outlining your data safeguards and information security practices and procedures. Be sure to include privacy policies (including management and review thereof), physical and logical access controls including password controls and protections (including MFA), operational management controls (including change management, configuration management and file integrity monitoring), SIEM logging, vulnerability management and pen testing, anti-virus and anti-malware management, network security (e.g. intrusion detection and / or prevention, firewall management and monitoring), encryption method of data at rest and in motion, and breach and incident management and response.
Confirm that you will notify CalHR of any breaches in data safeguards or information security in a timely manner.
Please confirm that you will support and cooperate with data security processes, reviews, and audits that the State of California requires prior to implementing your solution (if any)
Confirm if this solution includes a device (e.g. heart rate monitor, fitness tracker)	Single-select dropdown:

· Yes

· No

· N/A

		If Yes for the previous question
If yes, describe what the device is and how it is used. Include if it is an approved medical device, how quality oversight is provided for the device, and how replacements are provided, if necessary	5000 character max
		If Yes for the previous question

If yes, confirm if this device links to the cloud

		If Yes for the previous question
If yes, which cloud provider? Is the member data stored in a de-identified manner?	5000 character max

Customer Service Customer Service

Bidder Instructions: Please provide your responses in columns C & D as applicable. If column C has pre-populated options in gray text, please insert your response and provide comments as necessary in column D. Unless otherwise listed, please limit responses to 5,000 characters.
Describe your customer service location(s) and hours of operation for the Pacific Time Zone. If your customer service team is not located in California, please indicate what state(s) they are located in. Describe how your organization handles coverage during non-business hours.	2000 character max
Describe the size, turnover rate, level of education and experience of the staff who deliver customer service
Describe the customer service quality assurance process, including how interactions are monitored and audited and how callers are informed they are being recorded

Is your customer service team dedicated to or designated to the State of California
Confirm the langauges available through customer service agents employed by your solution or through a language line partner	Multi-select list:

· English

· French

· French Canadian

· Spanish

· Arabic

· Mandarin

· Russian

· Portuguese

· German

· Cantonese

· Other

· N/A

If Other, please state 5000 character max

Can a member be referred to an agent who speaks a chosen language?

Confirm whether a language line provider is used to assist with callers speaking various languages

Confirm if there's an additional cost to the employer for a language line

What training will you provide to ensure your customer service team has a clear understanding of State of California's culture and demographics and understands its nuances?

Confirm you offer a Dedicated 1-800 employee customer service number for the State of California employees

Is your customer service team able to resolve technical issues for participants? If yes, what tools and services do they offer?

Client Characteristics Vendor's Employer Client Characteristics

Bidder Instructions: Please provide your responses in column C. Unless otherwise listed, please limit responses to 5,000 characters.

Number of current employer clients

# contracted directly:

# contracted through carrier partner:

Describe your experience with large, public agencies

Based on your book of business for this product, what is the average employer size?

What is your client retention percentage for this product?

Indicate number of member lives, excluding direct-to-consumer and / or Medicare / Medicaid

Indicate number of member lives served by your direct-to-consumer offering

Indicate number of program participants, excluding direct-to-consumer and / or Medicare / Medicaid

Indicate the number of employers using this product that terminated your services in the past 3 years

Implementation & Integration Account Management, Implementation & Integration

Bidder Instructions: Please provide your responses in columns C & D as applicable. If column C has pre-populated options in gray text, please insert your response and provide comments as necessary in column D. Unless otherwise listed, please limit responses to 5,000 characters.
Confirm if this solution has the ability to provide a single sign-on to an employer's intranet	Single-select dropdown:

· Yes

· No

· N/A

If no, please describe how you optimize ease of entry to your solution

Describe the standard implementation timeframe from kick-off to launch date, including key employer responsibilities

Confirm that you will agree to begin implementation, onboarding and pre-work prior to a January 1, 2026 launch with a Letter of Intent pending execution of the contract

What is the shortest timeframe for implementation?

Summarize the implementation process, including what will be required from the employer (e.g. agreements)

Describe the user testing (if any) that is completed during implementation, and that is conducted on an ongoing basis

Confirm if you're willing to fund a pre- or post-implementation audit on behalf of State of California. Single-select dropdown:

· Yes

· No

· N/A

If this solution requires an eligibility file, confirm how frequently files are accepted Multi-select list:

· Daily

· Weekly

· Monthly

· Quarterly

· Annually

· Not Applicable

Confirm if this solution can support employer-specific customizations to the eligibility file layout Single-select dropdown:

· Yes

· No

· N/A

If 'yes', please describe any additional fees that may be applicable to customize the eligibility file layout and the frequency of the fee (e.g., one time, monthly, quarterly, etc.)

What data elements are required to implement this solution? Are these elements utilized to customize the end user experience? If so, please describe

Confirm that State of California will receive a dedicated account manager and team? What is the role of the Account Manager and team?

Describe the account management team (e.g. implementation and account management) that will directly engage with State of California on an operational basis:

Specifics on who is involved (e.g. executive sponsor plus account manager plus implementation manager, etc.)

Describe the account team's experience with large, public agencies

Describe how the account team will offer strategic program design and communications support

Frequency of strategic and operational support from account team

Confirm you are able to provide Subject Matter Expert support for on-site and virtual teaching/training events (e.g., department visits, Open Enrollment Benefit Fairs, wellness fairs/events, etc.)

Confirm you are able to develop and support a train-the-trainer model for CalHR staff and departments regarding use of the online platform and services

Are there additional fees for SME teaching/training events?

Confirm your account management team will participate in several meetings throughout the year including, stewardship, mid-year check-in, reporting, etc.

Results Results

Confirm if your solution delivers a measurable and validated ROI/VOI

If Yes for the previous question

If yes, is this ROI/VOI guaranteed?

If Yes for the previous question If yes, note any fees at risk or guarantees you are willing to put in place related to ROI

Describe your methodology for measuring ROI

Provide average ROI statistics for the last five years

List up to 3 outcome metrics this solution has the ability to affect most for an employer or employee

How do you provide reporting to the employer on ROI/VOI? How often is reporting provided? Please upload a sample report in the Collateral, if available

Provide satisfaction results. Specify time period and size group results are based on

Provide a brief description of how you measure client and participant satisfaction e.g. 5 point Likert Scale, as well as how your define your measurements.

Provide the book of business result for your customer satisfaction measure

Provide the book of business result for your member satisfaction measure

Provide alternative metric to measure member satisfaction

Provide the Performance Guarantees and fees at risk you are willing to offer.

Describe the reporting provided to employers - what is measured, how employers and consultants can access it (self service or otherwise), what frequency it is provided etc. If reporting is provided, it is recommended to upload a sample in the Documents section of this solution

AI | GenAI AI / GenAI

Bidder Instructions: Please provide your responses in columns C & D as applicable. If column C has pre-populated options in gray text, please insert your response and provide comments as necessary in column D. Unless otherwise listed, please limit responses to 5,000 characters.
Provide an overview of your current use of artificial intelligence (A.I.) and generative artificial intelligence (Gen A.I.), if applicable
If you have not implemented Gen A.I. yet, what are your plans for implementing it in the future? Are you currently in the piloting, researching, or planning stage? If you have implemented Gen A.I., please provide specific examples of deployment
What strategies does your company have in place to use A.I. and Gen A.I. for:	Short-Term (6-12 months)	Long-Term (Within the next 36 months)

Enhancing member satisfaction

Reducing costs

Improving operational efficiency

Will employers have the option to turn on/off specific uses of GenAI?

What impact on fees/claims do you expect GenAI to have?

What vendors are you using to deliver GenAI services?

How does your Gen A.I. identify and mitigate bias in the training data and model outputs?

As it relates to your products/services, can your Gen A.I. provide insights into the demographic representation within the training data and how it ensures appropriate subpopulation representativeness?

If Yes for the previous question

If yes, are there any documented cases or studies that demonstrate your Gen A.I.'s effectiveness in addressing bias and ensuring appropriate subpopulation representativeness?

If Yes for the previous question If yes, can you provide any references or testimonials from clients who have evaluated your Gen A.I. for bias and subpopulation representativeness?

What measures does your Gen A.I. take to avoid perpetuating stereotypes or discriminatory language?

Does your Gen A.I. undergo regular audits or evaluations to assess and address bias?

If Yes for the previous question

If yes, please provide details on the methodology and frequency of these evaluations

Are there any third-party audits or evaluations conducted to assess the transparency and disclosure practices of your Gen A.I.?

If Yes for the previous question

If yes, please provide details on the methodology and frequency of these evaluations

Can your Gen A.I. be customized or fine-tuned to better align with the specific needs and values of our organization, ensuring inclusivity and fairness?

How does your company promote diversity and inclusion within the development and deployment of your Gen A.I.?

Will you provide employers the results of internal audits to ensure biases are accounted for?

How do you address concerns about data privacy and security when utilizing A.I. and Gen A.I. technologies in your offerings?

Will you provide employers the results of internal audits to ensure data privacy and security are accounted for?

What steps do you take to correct for hallucinations within your deployment of Gen A.I.?

How do you measure and monitor the effectiveness and reliability of these technologies? What performance guarantees do you have in place regarding the use of A.I. and Gen A.I.?

If no performance guarantees are established, when do you plan to have them for employer clients?

How do you ensure transparency in the development and deployment of your Gen A.I.?

Can you provide insights into the model architecture, training data sources, and any pre-processing techniques used?

Can you provide documentation or guidelines that outline the transparency practices followed by your company in relation to your Gen A.I.?

What measures do you take to disclose the limitations and potential biases of your Gen A.I. to end-users? How do you communicate these limitations effectively?

How do you handle cases where your Gen A.I. encounters queries or inputs that fall outside its trained domain or expertise? How do you communicate these limitations to users and prevent potential misinformation?

Do you provide clear explanations or rationales for the responses generated by your Gen A.I.?

If Yes for the previous question

If yes, how do you ensure that users understand the basis for the information provided?

Can your Gen A.I. be fine-tuned or customized to enhance transparency and disclosure based on specific requirements or preferences?

Describe your organizations point-of-view on the role of ethics in the deployment of A.I.

Well-Being Questions Well-Being Questions

Bidder Instructions: Please provide your responses in columns C & D as applicable. If column C has pre-populated options in gray text, please insert your response and provide comments as necessary in column D. Unless otherwise listed, please limit responses to 5,000 characters.
Indicate all the pillars of well-being your solution addresses (e.g., financial, emotional, social)	Multi-select list:

· Physical

· Emotional

· Spiritual

· Community

· Intellectual

· Financial

· Social

· Career

· Purpose

· Equity-Inclusion

· N/A Confirm which of the following services you provide as part of this wellness solution Multi-select list:

· Web Portal

· Incentive Support

· Health Risk Assessments

· Challenges / Gaming

· Wearable tracking device information

· Communication support materials

· Reporting

· Champion Resources/toolkit

· Healthy recipes

· Exercise videos

· Mindfulness activities

· N/A

Describe your integration with Apple and Android devices.

Confirm your ability to display and track all HIPAA-ACA required notifications

If Yes for the previous question

If yes, describe the requirement to obtain consent from spouses to provide 'genetic information' (GINA) and providing the notification and obtaining consent each year If Yes for the previous question If yes, explain how this is accomplished.

Confirm if your services include fees for sales taxes

If Yes for the previous question

If yes, confirm if you provide reporting on that tax

Well-Being Questions - Web Port Well-Being Questions - Web Portal Services

Bidder Instructions: Please provide your responses in columns C & D as applicable. If column C has pre-populated options in gray text, please insert your response and provide comments as necessary in column D. Unless otherwise listed, please limit responses to 5,000 characters.
If you selected Web Portal, select all that apply:	Multi-select list:

· Provide a dedicated, co-branded website/platform for the State of California

· Platform is available via mobile app that is customized for the State of California

· Offer a menu that is searchable by department name

· Offer video/content streaming

· CalHR has the ability to send out custom push notifications or company-specific messages to its portal site without assistance from your organization

· CalHR has the ability to send out SMS / MMS text messages to its portal site without assistance from your organization

· The authentication process can be customized to meet employers' needs, such as using employee ID number

· On your standard portal home page, there are clear visuals or instructions presented to direct users on how to access all areas within the portal necessary for the program

· On your standard portal home page, an individual's incentive progress information is prominently displayed or if there is “one click” access for users to get to their incentive progress information

· An online scheduler that allows users to schedule appointments with their coach

· Aability to host community forums or social networking

· CalHR can choose to disable the forums or social networking

· Forums are monitored for tone and content by your team

· Other forms of social networking be turned off by employer, if desired

· For external content, partnerships are exclusive

· Completion of your programs / courses can be tracked and reported for employer incentive program purposes

· Participants are "forced" to review and acknowledge each required compliance notice (EEOC, ADA, GINA, etc.) from the home screen at least annually

· N/A Indicate when the last significant upgrade was made to the current web portal and/or app, including release date and description

Clarify any differences in capabilities between the web portal and the app

Describe any services available through SMS / MMS text messaging

Describe the customization and configurability options for the portal. Include where employers can add custom text / messaging without assistance from your organization

Describe what capabilities the portal provides to allow departments to make their program locally and personally relevant

		Can your solution provide content, messaging, challenges, etc. that are specific to a department? If so, can you provide a drop-down menu for participants to select their department. Please explain
		Additionally, include if/when any additional fees would apply.	5000 character max
		Indicate what portion(s) of your web portal are 'hard-coded' whereby text and content can not be modified for the employer
		List the required fields a user must complete to initially set up an account
		Describe how the registration process differs for eligible spouses/dependents
		Describe your organization's internal monitoring process for all social feature services
		Indicate the source(s) of the health content within the portal and how often it is refreshed
		For internally developed content, provide qualifications of the members of your organization who developed it
		Confirm if the user's homepage is personalized
		If Yes for the previous question
If yes, indicate how the homepage is personalized based upon	Multi-select list:

· Preferences on intake questionnaire

· HRA results

· Recommended programs Location

· Other preference settings

· N/A

Confirm if artificial intelligence and/or machine learning are used within the platform to personalize the user experience

If Yes for the previous question

If yes, explain

Confirm if the portal includes an online instant chat feature for users to access your staff (e.g., customer service, etc.)

If Yes for the previous question

If yes, describe where/how is it used (e.g., employee/customer service staff, participant/participant) If Yes for the previous question If yes, confirm if the chat is available via mobile platforms If Yes for the previous question If yes, confirm if chat feature can be turned off by employer, if desired

Confirm if the portal contains self-directed health educational modules / courses (e.g. 6-week course on tobacco cessation, nutrition, stress management etc.)

If Yes for the previous question

If yes, list the health education modules / courses available If Yes for the previous question If yes, is the completion of the courses trackable for incentive administration purposes?

If Yes for the previous question If yes, indicate if the courses are self-paced, i.e. progress within the course depends on activity by the participant If Yes for the previous question If yes, indicate if the courses are stage-based, i.e. related to the individual's readiness to change Indicate if modules within a course have to be completed individually and can not be completed all at once / in one session

Describe what kind of video/content streaming is available

Describe the customization capabilities for the health content (e.g. health education information, nutrition information etc.). Include whether you provide assistance with content creation (e.g. videos, newsletters etc.)

With regard to partner integrations, how is information pushed to members about partner programs?

Confirm if your portal has tracking capabilities for preventive care compliance via self-reported activities

Confirm if your portal has the capability for the State of California to promote upcoming calendar events

Confirm if your portal has an annual wellness calendar capability

Well-Being Questions - Assessme

Well-Being Questions - Assessments

Bidder Instructions: *Complete only if offer health assessments*

Please provide your responses in columns C & D as applicable. If column C is in grey, please respond in column D. If column C has a drop down or drop down options listed, please select response and provide comments as necessary in column D. Unless otherwise listed, please limit responses to 5,000 characters.

Indicate how many questions the Health Assessment contains

Indicate the average time for a participant to complete the Health Assessment

Confirm if your Health Assessment is proprietary

If Yes for the previous question

If yes, provide the year it was put in place and list third party confirmation of the scientific validity of the tool

If no, with whom do you partner? How long has this partnership been in place?	5000 character max
Indicate the last update of your health assessment and outline the updates incorporated	5000 character max
Which of the following areas of well-being does your health assessment address?	Multi-select list:

· Physical

· Mental/emotional

· Social

· Financial

· Purpose/transcendence

· Life satisfaction/thriving

· DEI

· SDOH

· Other

· N/A

		If Other for the previous question
If Other, please describe	2000 character max
		Is your Health Assessment accredited by URAC or NCQA?
		Indicate in which of the following formats the Health Assessment is available	Multi-select list:

· Paper

· Online

· Mobile (via mobile optimized web)

· Mobile (via native app)

· Telephone (automated)

· Telephone (live)

· N/A Confirm if individuals receive a health risk score or “age” upon completion Multi-select list:

· Health risk score

· 'Age'

· None

· N/A

Describe how the score or "age" is explained to the recipient	5000 character max
Indicate if an employer can add and/or or delete questions to your health assessment	Multi-select list:

· Add

· Delete

· Edit

· N/A

If an employer is able to add, remove, or edit questions from your Health Assessment, describe any impact the removal of questions will have on the validity of overall assessment results or on a participant's results and risk score/stratification	2000 character max
Describe how results of the Health Assessment are analyzed, including references to the database of health risks and algorithms that are used to produce health risk results / scores. (list standard methods of analysis and output formats)
Indicate which topics your Health Assessment addresses	Multi-select list:

· Tobacco use

· Biometrics

· Nutrition

· Physical activity

· Depression

· Anxiety

· Stress

· Resilience

· Purpose/Transcendence

· Work/Life Balance

· Productivity, performance

· Sleep

· Medication compliance

· Financial well-being

· Safety

· Readiness change

· Prevention, preventive services

· Healthcare utilization

· Relationship, social and community connectedness

· Life satisfaction/thriving

· DEI

· SDOH

· Other

· N/A

If other, please describe
Can participants self-report biometrics? If so, which metric is used in reporting (professionally collected, self-reported, earliest entry, or latest entry)?	2000 character max
Describe how depression and anxiety are addressed in the Health Assessment
For assessments, confirm if any of the following apply	Multi-select list:

· Participants are asked for their top priorities with their wellbeing

· Participants can partially complete the Health Assessment, save it, and return to complete and submit it later

· Branching logic is built into the tool to provide only relevant questions to the user (i.e., By age, gender, exclusion of tobacco related questions for participants who indicate they do not smoke, etc.)

· Participant can view his or her history of results from multiple Health Assessments and compare time over time

· Participants receive a personalized feedback report immediately following completion of the web-based Health Assessments

· Participants are provided with appropriate referrals to other resources within the portal and to other third-party vendor programs offered by the employer

· Feedback…

This is the start of the file's text. The full file is on GovTribe.

File details come from the government source that posted it. Updated Jun 6, 2025.