RFP 26-86378 - Att F - Technical Proposal Template.docx

State of Indiana

RFP 26-86378

Community Supports IT Systems Attachment F — Technical Proposal

Respondent:

Instructions:

Request for Proposal/Partnership (RFP) 26-86378 is a solicitation issued by the State of Indiana in which organizations are invited to compete for a contract amongst other respondents in a formal evaluation process. Please be aware that the evaluation of your organization’s proposal will be completed by a team of State of Indiana employees, and your organization’s score will reflect that evaluation. The proposal evaluation can only be based on the information provided by the Respondent in its proposal submission. Therefore, a competitive proposal will thoroughly address all components of Attachment K - Scope of Work.

Technical proposal specifications are listed in Section 2.4 of the RFP main document. Please review the requirements in Section 2.4 carefully. Respondents are encouraged to submit proposals addressing FSSA’s goals that go beyond the general requirements set forth in Attachment K of this RFP. For all areas in which subcontractors will be performing a portion of the work, clearly describe their roles and responsibilities, related qualifications and experience, and how you will maintain oversight of the subcontractors’ activities.

Respondents should insert their text in the provided boxes below the questions/prompts. Respondents are allowed to reference appendices or exhibits not included in the boxes provided for the responses, so long as those materials are clearly referenced and described in the boxes in the template. The boxes may be expanded to fit a response. Every attempt should be made to preserve the original format of this form. A completed Technical Proposal is a requirement for proposal submission. Failure to complete and submit this form may impact your proposal’s responsiveness. Please limit your response to 100 pages or less, not including any appendices.

1.0 Background and Experience (Attachment K, Section 1)

Describe your company and proposed project staff’s background and experience. Include the following information, at a minimum:

1. A list of organizations for which you have delivered IT systems development and maintenance of a similar size and scope to those sought by this RFP. Please note the State’s stated preference for vendors with demonstrated experience with the types of systems (e.g., case management systems, incident reporting/processing systems) listed in Section 1.3 of Attachment K.

a. Include the client’s name, project description and goals, the type of system(s) and functionalities supported for this client, your project role, duration of the role, and project results.

b. Describe any problems and failures that you encountered in delivering your services, how these were resolved, and what the lessons learned were.

2. Any direct experience with systems comprised of multiple interfaces, file-based and real time APIs, and versions of .NET with SQL. In particular, please describe any relevant experience maintaining and operating critical, but outdated legacy systems, and if you supported updates, consolidation, or sunsetting of such systems.

3. Any formal corrective actions that your company has experienced under previous contracts.

4. Based on your experience, detail any best practices with respect to the scope of this RFP that you would like to share for the State’s consideration. Note: your proposal should be based on the requirements outlined for the Community Support IT Systems scope in this RFP, and not on any assumptions that the State will accept any practices that are not in alignment with the scope.

5. Describe your experience working with US states, including any experience with health and social service agencies or programs, particularly those related to Medicaid and Home and Community-based Services. If you have not provided IT Systems management for at least one US state, explain your approach to reflect State-specific requirements.

2.0 Maintenance and Operations (M&O) (Attachment K, Section 2) Please address Scope of Work Section 2 in its entirety. As part of your response:

1. Confirm you have reviewed and will comply with the maintenance and operation requirements outlined in Section 2.0 of Attachment K.

2. Explain how you propose to provide General Systems support as outlined in Section 2.1 of Attachment K in its entirety and describe your approach to the list of required M&O activities. Specifically, please address your company’s approach and plan to coordinate M&O across the different system components in the suite of Community Supports IT systems.

a. Describe your approach to understanding unique system components and user needs in preparation for assuming M&O responsibilities for each system.

b. Explain your plan to collaborate with the Indiana Office of Technology (IOT), understanding that IOT will be primarily responsible for hosting systems and maintaining system infrastructure.

3. Explain your assumptions around the different levels of service required for each system component for monthly maintenance and operations and how you plan to allocate resources across system M&O, including any efficiency opportunities.

4. Escalations/Issues to Tier 2 and Tier 3 Help Desk

a. Explain your capacity to address Tier 2 and Tier 3 inquiries and a proposed staffing structure/approach to ensure adequate coverage, including during periods of high volume of tickets

b. Describe any prior experience providing technical support or operating a help desk for different user groups; if available, provide sample FAQs/common response templates, call scripts, or other relevant materials used in prior engagements to support ticket triage and resolution.

c. Describe how you will coordinate with State staff, including but not limited to those responsible for Tier 1 services.

5. Incident and Problem Management

a. Describe your approach to, and any standard processes, around incident and problem management. Include how you will provide the State with transparency, communication, and clarity regarding open incidents.

b. Explain how you will ensure your ability to meet the associated performance standards and timelines.

c. Confirm your understanding of the State’s defined priority codes and incident phases and describe any experience and best practices you have working with JIRA, or a similar ticketing system, for triaging, tracking, and resolving incidents.

6. Describe your company’s experience with and high-level approach to access management across the suite of Community Support IT Systems. Confirm and describe how the proposed solution will integrate with Access Indiana (SSO) where feasible, including constraints, recommended approach, and timelines to enable the integration. If the State directed you to integrate with Access Indiana (IN.gov Web Portal: Authentication (Access Indiana)), detail how you would do that. If not currently accommodating Access Indiana, outline actions and schedule required to do so.

7. Describe your company’s overall application management strategy and process.

a. Explain your approach to ensuring system tasks are executed without any interruptions or degraded services.

b. Describe how your company prioritizes changes requested by the State.

c. Describe your approach to identification and implementation of product releases and upgrades; provide a sample release schedule if you are proposing regular releases.

8. Maintenance and Operations Plan

a. Describe how your M&O Plan will address ongoing operations, services, processes and resources necessary to operate the suite of Community Supports IT Systems in accordance with State and Federal requirements.

b. Describe your approach to ensuring that staff associated with all M&O activities are assigned appropriately during the M&O period.

9. M&O Following Individual System Component Consolidation & Sunset

a. Describe any anticipated efficiencies, such as reduced FTE needs, for the system consolidation scenarios (1-3) in Section 2.7 of Attachment K. Please note that any efficiencies listed here should drive the Respondent’s potential (non-evaluated) cost savings captured in Attachment D – Cost Proposal, “Tab 8. [Non-Evaluative] M&O Scenarios.”

b. Please specifically note how your delivery of M&O across the suite of Community Supports IT Systems might change as specific systems are consolidated. This should include an overview of net efficiencies/reductions of effort after taking into account the sunsetting of legacy/ancillary systems and the expansion of functionality to the integrated system.

3.0 System DDI and Enhancement Services (Attachment K, Section 3) Please address Scope of Work Section 3 in its entirety. As part of your response:

1. Confirm your understanding of, and agreement with, the requirements outlined in Section 3.0 of Attachment K.

2. Explain how you propose to execute design, development, and implementation services for system enhancements. Where possible, provide details of expertise and approaches based on any past consolidation efforts you’ve conducted. In your explanation, include a description of your proposed staff roles and their associated responsibilities for enhancement efforts.

3. Describe your approach to collaborating with FSSA to plan and complete enhancements. Please also address how your organization proposes to adapt to changes to rollout schedules, timing, or scope.

4. Describe in detail your plan and methodology for collaborating with FSSA to ensure enhancements interface smoothly with existing State and vendor systems. Ensure your response includes detail on processes for coordinating data transfers between systems.

5. Please describe your approach and cost containment strategy for meeting the State’s enhancement goals while adhering to the hours in approved LOE forms for non-Fixed Fee Enhancements and the overall budget allocation from the Enhancement Hours Pool for approved Fixed Fee Enhancements, as determined in State-approved Enhancement Impact Analyses.

a. Using a similar project, provide a sample level of effort or order of magnitude estimate and describe your methodology for estimating the number of hours an enhancement will entail.

b. Describe your methodology for monitoring hours utilized for approved enhancements and for collaborating with FSSA to ensure appropriate resource prioritization and transparency.

6. Describe your past experience in following industry standard SDLC processes using hybrid Agile/Waterfall methodology (if any). Please provide a brief overview of your proposed methodology (e.g., typical sprint structure and duration) and any relevant DDI templates, such as user story templates.

7. Describe your experience and approach to maintaining configuration documents, manuals, and process documents in collaboration with the State. In your response, describe your methodology to practicing appropriate version control and ensuring State feedback is promptly and accurately incorporated.

8. Describe your process for conducting unit, system, and user testing. Where possible, detail past testing experience and include template testing documentation. As a note, the Contractor will be required to adhere to the testing responsibilities outlined in Section 3.1.6d of the Scope of Work.

9. Explain how your solution will support the State’s standardized data transmission technologies, MuleSoft API Management and GoAnywhere Managed File Transfer (MFT), and provide any constraints, required alternatives, and proposed mitigations if full support is not available.

10. Describe in detail your process for ensuring data is migrated, retained, and stored appropriately before, during, and after major consolidation efforts. Where applicable, please provide template documentation on data storing procedures and processes.

11. Defect Management

a. Describe your approach to and any standard processes around defect management during enhancement testing. Include how you will provide the State with transparency, communication, and clarity regarding defect resolution.

b. Explain how you will ensure your ability to meet State designated timelines to resolve defects.

12. Describe in detail your organization’s approach to executing and maintaining training and materials, such as data dictionaries. Please describe the types of staff roles that would be responsible for developing and updating train-the-trainer materials, as well as any staff roles responsible for delivering initial and refresher training to State users.

13. Payment Processing. Currently, payment process functionality does not exist within this suite of systems. Should the solution include payment processing in the future, please confirm your understanding of the requirement to integrate with the State’s contracted payment processors (IC 52732) and/or meet PCI DSS compliance for non-statutory payment activities.

14. Are the tools proposed already on the GovRAMP authorized product list?

4.0 Reporting (Attachment K, Section 4)

Please address Scope of Work Section 4 in its entirety. As part of your response:

1. Confirm you have reviewed and will comply with the reporting requirements outlined in Section 4.0 of Attachment K.

2. Describe how you will meet the reporting requirements outlined in Section 4.0 of Attachment K, inclusive of explanations on how you will:

a. Specify the system and/or system components that are the subject of particular M&O and Enhancements activities and hours

b. Submit required reports on time;

c. Use State systems for data tracking;

d. Prepare required reports for federal partners and the State.

3. Describe your process for ad hoc report requests.

4. Provide any relevant example reports and any templates used to capture reporting requirements.

5.0 Meetings (Attachment K, Section 5)

Please address Scope of Work Section 5 in its entirety. As part of your response:

1. Confirm you have reviewed and will comply with the meeting requirements outlined in Section 5.0 of Attachment K.

2. Describe how you will fulfill the meeting requirements outlined in Section 5.0 of Attachment K, inclusive of explanations on how you will:

a. Coordinate meetings with State staff, including scheduling/rescheduling, attendee identification and management, and standard meeting logistics;

b. Prepare and submit the required meeting materials according to defined timelines.

3. Describe your process for fulfilling ad hoc meeting requests, including how you ensure the appropriate resources are available.

6.0 Staffing (Attachment K, Section 6)

Please address Scope of Work Section 6 in its entirety. As part of your response:

1. Describe your overall plan for staffing to fulfill the services of this RFP.

a. Include an organizational chart for the proposed project team, including the role of any subcontractors. Please make clear which are your staff, and which are subcontractor staff.

b. For each non-Vital and Respondent-proposed position, indicate the number of individuals you anticipate fulfilling in those roles and the monthly time dedication of those individuals.

2. Confirm that all proposed staff, regardless of position, will be working from within the US.

3. Confirm that proposed Vital Position staff can meet the on-site expectations of their position, as described in Attachment K Sections 6.2.

4. Provide resumes for all Vital Positions including clear indication that the individual proposed meets the requirements in Section 6.2 of Attachment K; clearly describe any prior experience proposed Vital staff have with relevant programs and systems of a similar size, scope, or nature to the ones included in the suite of Community Supports IT Systems.

5. Subcontractors:

a. Describe the role of any subcontractors you will utilize for this Contract, including how/if their role is expected to change during the life of the Contract.

b. Indicate your prior experience with each subcontractor, if any.

c. Describe their experience and expertise as it relates to supporting the Contract scope.

d.

6. Confirm you have reviewed and understand the State’s requirements for staff replacement, the development and maintenance of a staffing plan, and staff compliance.

7. Describe your approach to developing and maintaining a sixty (60) day rolling staffing plan for the State.

7.0 Project Management and Administrative Duties (Attachment K, Section 7) Please address Scope of Work Section 7 in its entirety. As part of your response:

1. Confirm your understanding of, and agreement with, the requirements outlined in Section 7.0 of Attachment K.

2. Describe your approach to coordinating with State Entities, Vendors, and Partners. Please include a description of any prior experience coordinating across multiple client groups (e.g., different State divisions), third-party entities, and federal partners. Where possible, detail past project management experience and include a template project management plan.

3. Confirm you have reviewed and will comply with the State’s requirements for Contractor location and offices.

a. Describe your approach to location, onsite visits, offsite office space, and/or remote work.

4. State-issued machines may be required to access the State’s network. Please outline equipment needs (if any) to access the State network—quantity, specifications—and confirm willingness to use State issued machines and reimburse IOT equipment/access charges per current Services Catalog rates should this be required. If using the Contractor’s own machines, please describe how you would securely access AWS WorkSpace.

5. Describe how your organization will coordinate and collaborate with the different departments, offices and divisions (e.g. DDARS, BBA, BDS, OMPP, IOT, etc.) who oversee and use the Community Supports IT Systems.

a. How will you ensure activities are coordinated across the different departments, offices, and divisions impacted by Community Supports IT Systems?

6. Confirm you have reviewed and will comply with the State’s requirement to produce a Change Control Plan.

a. Describe your approach to coordination with the State Change Control Board. Please include a description of any prior experience you have had working with a change control entity, along with any best practices or lessons learned from such experience.

7. Confirm you have reviewed and will comply with the State’s accessibility requirements for materials the Contractor develops in partnership with the State for public distribution and/or to be published on the State websites. Please describe your process for ensuring compliance with latest accessibility guidelines and best practices.

8. Provide your incident response process documentation (contacts, ticket submission, escalation procedures) and sample post-incident RCA/lessons learned reports.

9. Provide a sample/full system architecture document and commit to an annual review/update cadence for vendor managed systems.

10. Confirm your BC/DR plan deliverables for the systems in scope and commit to annual updates shared with the State; provide a recent example or outline of plan contents.

11. Confirm your process for ensuring compliance with Section 508 and the State’s Assistive Technology and architectural standards (https://www.in.gov/core/accessibility.html; https://www.in.gov/iot/iot-vendor-engagement/), including accessibility testing, remediation workflows, and evidence artifacts. The State has granted an exemption to this requirement for legacy systems, including DART.

8.0 Transition and Turnover (Attachment K, Section 8)

Please address Scope of Work Section 8 in its entirety. As part of your response:

1. Confirm your understanding of, and agreement with, the requirements outlined in Section 8.0 of Attachment K.

2. Describe your approach to working with the incumbent vendor (if applicable) and implementing the Initial Transition expectations detailed in Section 8.1 of Attachment K. Please also describe any relevant past experience assuming responsibility for M&O for existing systems.

3. Describe your approach to working with a future vendor and implementing the End of Contract Turnover expectations detailed in Section 8.2 of Attachment K. Please also describe any relevant past experience in turning over projects to clients or other entities at the end of an engagement.

4. For any custom code you develop, describe your source code escrow arrangements, update cadence, and release conditions to ensure continuity of operations.

9.0 Payments and Invoicing (Attachment K, Section 9)

Please address Scope of Work Section 9 in its entirety. As part of your response:

1. Confirm your understanding of, and agreement with, the requirements outlined in Section 9.0 of Attachment K.

10.0 Service Level Agreements (SLAs) and Open Incidents (Attachment K, Section 10) Please address Scope of Work Section 10 in its entirety. As part of your response:

1. Confirm your understanding of, and agreement with, the requirements outlined in Section 10.0 of Attachment K.

2. Describe your approach to tracking the State’s defined SLA performance metrics.

3. Describe your process to tracking Open Incidents/Actions, including in instances where the State approves alternative timeframes for response and/or resolution.

4. Describe your process for providing the State with updates if there are changes in the response and resolution time estimates within the defined or approved Incident/Action Updates timeframes.

5. What internal review and approval steps are performed in order to ensure compliance with the system service enhancement levels (Section 10.3)?

6. Provide examples of how you have met similar System Enhancement Service Levels, such as enhancement scoping and completion timeliness, incident/defects/bugs correction timeliness, budget management, and software quality.

7. Confirm your understanding of, and agreement with, the 90-day warranty period for new release rollouts outlined in Section 10.3.5. Describe your process for tracking hours used to fix any post-production defects or bugs to ensure the State is not invoiced for such hours under the warranty requirements.

8. Confirm your understanding, and agreement with, the requirements in Section 10.4 Corrective Action and Performance-Related Delayed Payments.