RFP 26-86378 - Att G - QandA Phase 1 Responses.pdf

No. RFP Document Section Number Page Topic Question State's Response 1 Attachment K - Scope of Work 6 31 Staffing What is the incumbent vendor's current staffing model, including roles, responsibilities, and allocated FTEs supporting Maintenance & Operations, Help Desk, Enhancements, and

Project Management activities?

The incumbent vendors' staffing models are unavailable at this time. Respondents should propose a model that works within their own operational system and satisfies all components of the Attachment K - Scope of Work.

2 Attachment K - Scope of Work 2.3, 10.2 15-16, 47-48 Incident Management Can the State provide the last twenty-four (24) months of ticket volumes by Priority 1-5, including monthly volumes by application/system?

Additional information on historical ticket volume will be provided in an addendum to the Bidder's Library.

3 Attachment K - Scope of Work 9 45-46 Maintenance & Operations Can the State provide current monthly M&O costs, including any costs allocated by application, support function, licensing, or contracted services?

This information can primarily be found in the existing contracts for these systems (contract numbers #32834, #51405, and #87688), which can be found on the IDOA transparency portal

(https://secure.in.gov/apps/idoa/contractsearch/).

4 Attachment K - Scope of Work 3.1.3 21-22 Enhancements The State estimates an annual Enhancement Hours Pool of 52,200 hours. Can the State provide enhancement hours utilized and associated expenditures for the previous three (3) years?

The current contracts provide information on the State's budget for enhancements (see response to question 3), and generally when reviewing the contracts, the Respondent can assume the historical enhancements were utilized. In the current RFP, the State has budgeted for annual enhancements and does not expect to add budget for this work. However, this shall not be construed as a guaranteed volume of enhancements either.

5 Attachment K - Scope of Work 1.3.11, 2.7 11-12, 18-19 System Consolidation The SOW identifies DART, DDARS Provider Site, IMP, IFUR, and PIP as candidates for future consolidation. Can the State provide its current consolidation roadmap, priorities, and anticipated sequencing of these systems?

The exact timing and order for system consolidation work is yet to be determined. A roadmap with specific priorities and sequencing is unavailable at this time.

6 Attachment K - Scope of Work 8.1 42-43 Transition Can the State confirm whether source code repositories, system documentation, SDLC artifacts, interface documentation, and operational procedures are current and complete for all systems in scope? If not, please describe any known gaps.

Generally, yes. The State uses JIRA, Confluence, and SharePoint to keep track of system information, which will be shared with the awarded Contractor.

7 Attachment L - Bidder's Library 0, 3.1 11, 19-22 Enhancements Can the State provide a historical breakdown of enhancement effort attributable to policy or regulatory changes, system consolidation activities, business functionality enhancements, and technical debt remediation?

A historical breakdown of enhancement effort attributable to policy or regulatory changes, system consolidation activities, business functionality enhancements, and technical debt remediation is unavailable at this time.

8 Attachment K - Scope of Work 2.2.2 14-15 CMS Compliance The SOW references support for CMS certification activities as needed. Are any CMS certification, recertification, or related compliance activities anticipated during the contract term?

Yes. The BDS Portal is a CMS-certified system, and the awarded Contractor will be responsible for supporting CMS compliance activities to maintain certification, including as additional systems are consolidated. For example, there is a required third party security assessment conducted every other year, and the Contractor must comply with that assessment, including addressing any security findings.

9 Attachment K - Scope of Work 1.3 46245 Applications Can the State identify which incumbent vendor currently supports each application and describe the division of responsibilities between the two incumbent vendors?

Please see the response to question 3.

10 Attachment K - Scope of Work 1.3.10 11 Enhancements Can the State provide the currently approved enhancement backlog and roadmap for the first twenty-four (24) months of the contract?

This information is not available at this time. The State intends on using up to the amount of enhancements budgeted for in the contract (see Attachment K - Section 3.1.3). During the contract term, the State will prioritize enhancements based upon current need.

11 Attachment K - Scope of Work 1.3.10 11 Waiver Reset Can the State provide additional detail regarding planned Waiver Reset milestones and anticipated system impacts through 2027?

Information about the Waiver Reset is available on the DDARS webpage at https://www.in.gov/fssa/ddars/bds-waiver-redesign/#Are_Indiana_s_waivers_going_away_

12 Attachment K - Scope of Work 2.7, 3.1.7 18-19, 25-26 Data Migration Can the State provide estimated data volumes and record counts associated with anticipated consolidation and migration activities?

This information is not available at this time.

13 Attachment K - Scope of Work 2.7 18-19 Consolidation Has the State developed target-state architecture documentation for the planned consolidated platform, and if so, will it be shared with bidders?

This information is not available at this time.

14 Attachment K - Scope of Work .7, 7.3.2 38-40 Security Can the State provide current security assessment findings, open audit observations, or remediation plans applicable to systems within scope?

This is not available as part of this RFP due to the delicate nature of security information.

15 Attachment K - Scope of Work 3.1.5 22-23 Enhancements Approximately what percentage of enhancement work has historically been executed as

Fixed-Fee Enhancements versus non-Fixed-Fee (hourly) Enhancements?

Please see the response to question 3. Information about historical enhancement pool management and budgeting is available in the existing contracts. Respondents should note significant build-out of BDS Gateway and

Portal and consolidation of CaMSS is included in these contracts and thus should not be treated as a prediction of future needs. Moving forward, the enhancement pool will be maintained at set forth in this RFP's Attachment K -

Section 3.

16 Attachment K - Scope of Work 1.3.6, 2.2.3 9-10, 15 interRAI Can the State provide historical effort levels, ticket volumes, and enhancement requests associated with supporting interRAI functionality?

There has been minimal enhancement-related work for interRAI.

17 Attachment K - Scope of Work 7.1(c) 38 Quality Assurance The SOW references an independent Software Quality vendor. Can the State describe the current QA vendor's responsibilities and expected interaction model with the awarded contractor?

In current state, a third-party QA vendor provides functional and regression testing on the vast majority of system changes in M&O and enhancements.

18 Attachment K - Scope of Work 2.2.2(d) 14 Releases The Contractor is expected to administer weekly incident and feature releases. Can the

State provide the current release cadence for each application and the average number of releases per month?

The Contractor is expected to have a process for hot fixes that are released at least two times per week. Typically this is every Tuesday and Thursday in current state.

19 Attachment K - Scope of Work 3.1.1 20 Development Responsibilities What percentage of system modifications and enhancements has historically been completed by State resources versus incumbent vendor resources?

The Contractor is responsible for system modifications and enhancements. Historically, the State has not made direct technical changes. The State provides the business subject matter expertise. In alignment with Attachment

K, Section 3.1.1, the State reserves the right to complete select minor modifications within the Community

Supports IT Systems as staffing levels allow in the future.

20 Attachment K - Scope of Work 3.1.6(d)(v) 24-25 User Acceptance Testing Approximately how many business users typically participate in UAT activities and what is the average duration of UAT cycles for enhancement releases?

Typically there are approximately 5-6 business users. The average duration of a UAT cycle is approximately 3-4 weeks.

21 Attachment K - Scope of Work 10.2, 10.3 47-49 Service Levels Can the State provide recent SLA performance reports demonstrating current compliance levels across Maintenance & Operations and Enhancement Service

This information is not available at this time. Respondents should focus on the SLA requirements in the Scope of

Work.

22 Clause 51 46028 Audits & Compliance Can the State provide a summary of any recent CMS, Medicaid, security, or operational audits affecting systems within scope, including any open corrective action items expected to continue into the new contract term?

Please see Question 8 above. The Contractor shall support the State in the ongoing certifications for this system.

23 Attachment L - Bidder's Library Portal Interfaces Can the State provide transaction volumes and frequency for the Portal’s 22 interfaces, including average and peak daily processing volumes?

The highest volume interfaces come from batched files sent in the evening/early morning.

Click the dropdown in the RFP Document Column to select topic.

Attachment G Question and Answer Template

RFP 26-86378 Community Supports IT Systems Please submit your questions in the form below (yellow shaded area) per RFP Section 1.24.

RFP 26-86378 - Att G - QandA Phase 1 Responses 8/21/2026 1 of 16

Click the dropdown in the RFP Document Column to select topic.

Attachment G Question and Answer Template

RFP 26-86378 Community Supports IT Systems Please submit your questions in the form below (yellow shaded area) per RFP Section 1.24.

24 Attachment L - Bidder's Library Portal Data Growth The Portal database is approximately 700 GB. Can the State provide annual growth rates and expected data-retention requirements for production data?

Annual growth rate information is not available at this time. Generally, the Contractor shall be responsible for ongoing record retention for all active cases served in the Portal, with more active cases anticipated as individuals become eligible and invited to waivers.

25 Attachment L - Bidder's Library Document Library Azure Storage Can the State provide the current Azure Blob Storage volume and annual growth trend for the Document Library repository?

The information is not available at this time. The State, not the Contractor, is responsible for Microsoft Azure costs.

26 Attachment L - Bidder's Library All Systems Monitoring Can the State provide current application performance, availability, and monitoring metrics utilized by IOT and incumbent vendors to manage system health and SLA compliance? The information is not available at this time.

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2.1 19 Prime Contractor Can a Prime Contractor also be part of a separate proposal as a subpartner?

A Prime Contractor is permitted to serve as a subcontractor on another Respondent’s proposal. The RFP does not prohibit this, and Indiana law confirms there are no restrictions preventing a vendor from holding both roles across separate submissions. Any subcontractor performing $150,000 or more in State work must meet Indiana’s prequalification requirements, but this does not limit dual participation across proposals.

28 Attachment K - Scope of Work 6 30 Staffing Please confirm whether an incumbent contractor currently provides personnel supporting the Community Supports IT Systems. If so, will the selected successor contractor be permitted to recruit, hire, or enter into subcontract agreements with qualified incumbent personnel to support workforce continuity and knowledge retention?

Please see the answer to question 3 regarding the incumbent Contractor(s). Information about recruiting and hiring is not available at this time and would require conversation with incumbent vendor(s) if such a situation were to arise. Subcontracting is generally permitted and details regarding subcontracting can be found in the

Terms and Conditions (Attachment B) and well as the RFP Main Document (Section 2.6.3).

29 Attachment K - Scope of Work 6.1 30 Transition Specific Meetings Please also identify any restrictions, transition requirements, State approvals, background checks, incumbent agreements, or other conditions that may affect the successor contractor’s ability to retain or hire incumbent personnel.

Additionally, will the State provide non-confidential information regarding incumbent labor categories, staffing levels, required qualifications, work locations, and current responsibilities to support transition and staff?

The State does not impose any restrictions that prevent the successor contractor from considering or hiring personnel currently employed by the incumbent vendor(s). However, the State cannot compel incumbent vendor(s) to make employees available for hire or require those employees to accept employment with the successor contractor. Employment decisions—including offers, acceptance, and any separation from the incumbent—remain between the incumbent vendor and its staff.

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1.14 12 Non-Technical - Award Structure Section 1.14 states that the State intends to contract with one or more Respondents, while the Statement of Work generally refers to a single Contractor. Please confirm whether the

State anticipates a single statewide award, multiple awards by system or service area, or reserves multiple awards only as a contingency.

Section 1.14 states that the State intends to sign a contract with one or more Respondent(s) to fulfill the requirements of the solicitation.

This language indicates that the State is reserving the option to award either a single contract or multiple contracts, depending on what is determined to be in the best interest of the State during evaluation and negotiation.

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1.14 and 1.24 12 and 16 Non-Technical - Contract Schedule Please provide the anticipated contract execution date, service commencement date, and initial transition start date. Also, how much advance notice will the State provide before exercising either one-year renewal option?

The current contracts expire on 9/30/27. It is currently the State's intention to begin transition activities no later than April 2027. For renewal years, the State will decide 6+ months in advance.

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2.1 and 2.4 19 and 25 Non-Technical - Proposal Submission Please confirm the required standalone electronic files, naming convention, maximum file size, and whether technical appendices must be uploaded as separate files or may be included with Attachment F.

The standalone electronic files must comply with the solicitation's mandatory document requirements listed in the RFP Main Document. Naming conventions are not regulated, but file names should be easily identifiable and clearly associated with the document they support or respond to. The maximum file limit is 10 MB. Technical appendices may be uploaded separately or included within Attachment F.

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2.5 and 3.2.3 25-26 and 32 Non-Technical - Price Evaluation Please identify the exact cost components and contract periods included in the Total Cost of Proposal used for the 30-point price score, including whether optional renewal years, the Enhancement Hours Pool, transition fees, pass-through costs, and non-evaluative scenarios are included.

Respondents should refer to the instructions provided in Attachment D - Cost Proposal for details on the exact cost components and contract periods that should be included in the Total Cost of Proposal. The "Total Bid

Amount" in Cell H18 of Attachment D, Tab 2. Cost Summary, will be used for cost evaluation. Additional information on evaluation criteria is available in the RFP Main Document, Section 3.2.

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2.6.3 28-29 Non-Technical - Subcontractors For each proposed subcontractor, will a signed letter of agreement be accepted in place of an executed subcontract at proposal submission? If so, please confirm the minimum required terms and whether final subcontracts may be executed after award.

Section 2.6.3 allows Respondents to submit either an executed subcontract or a signed letter of agreement for each proposed subcontractor at the time of proposal submission. The signed letter must include the subcontractor’s acknowledgment of participation, a description of the functions the subcontractor will perform, and confirmation of the subcontractor’s related qualifications and experience. Finally, fully executed subcontract agreements may be completed after award.

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1.22 14-16 Non-Technical - IVOSB Please clarify the dollar base used to calculate the 3% IVOSB commitment, including whether it includes the four-year base term, transition, estimated enhancement hours, pass-through costs, and optional renewal years.

The 3% IVOSB commitment is calculated using the “TOTAL BID AMOUNT” entered in Attachment D (Cost

Proposal), which reflects the Respondent’s all‑inclusive price for the initial four‑year contract term. IVOSB scoring is based solely on this initial term and does not include optional renewal years. The “TOTAL BID AMOUNT” already incorporates all required cost components included in the Respondent’s initial term cost proposal, and this amount is used consistently across Attachment A1 and Attachment C.

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3.2.2 32 Non-Technical - Evaluation Please provide the point allocation or relative weighting within the 50-point Management

Assessment/Quality score for the Business Proposal, Technical Proposal sections, staffing, transition, M&O, enhancements, and oral presentations or demonstrations, if any.

Section 3.2.2 provides a single combined score of 50 points for the Management Assessment/Quality category and does not publish any further breakdown, weighting, or point allocation for the Business Proposal or Technical

Proposal. The detailed point allocations, beyond the overall available score of 50 points, are part of the confidential evaluation process, and as such, are unable to be disclosed.

37 Attachment K - Scope of Work 9.0 and 10.4.2 45 and 51-52 Non-Technical - Payment Withholds Please clarify whether the 10% performance-related amount is calculated and earned separately for each month or across the quarter, how partial-quarter performance is handled, and whether the Contractor has a review or dispute process before an amount becomes permanently withheld.

Performance will be evaluated each month against the SLAs. At the end of each quarter, the withhold will be released for each month based upon that respective month's performance against the SLAs. For instance, during the first quarter of the year, the Contractor will withhold 10% of each invoice in January, February, and March.

The Contractor will also report on its performance against the SLAs for each of those months as detailed in SOW

Section 4.3. At the end of the first quarter, the State will determine if each respective month's withhold can be released based upon the respective month's performance. Language in Attachment K - Section 10.4.2 will be updated in an addendum to clarify the sample scenarios.

38 Attachment K - Scope of Work 1.3 8 Technical - Current Support Model Please identify which incumbent vendor currently supports each system and major shared component, including responsibility for application support, enhancements, interfaces, database support, release management, and technical documentation.

Please see response to question 3.

RFP 26-86378 - Att G - QandA Phase 1 Responses 8/21/2026 2 of 16

Attachment G Question and Answer Template

RFP 26-86378 Community Supports IT Systems Please submit your questions in the form below (yellow shaded area) per RFP Section 1.24.

39 Attachment K - Scope of Work 1.3 and

Attachment L

8-11 Technical - System Baseline Please provide or confirm the current production baseline for each system, including active users, transaction volumes, database size and growth, batch jobs, interfaces, release frequency, environments, and average monthly Tier 2 and Tier 3 ticket volumes by priority.

Please see the response for question 2 regarding help desk tickets.

40 Attachment K - Scope of Work 1.3.9 10-11 Technical - Technology Inventory Please confirm the current version, support status, known end-of-life dates, major technical debt, open critical defects, and planned upgrades for each listed application framework, database, hosting platform, and third-party component.

This information is not available at this time.

41 Attachment K - Scope of Work 1.3.10 and 1.3.11 11 Technical - Modernization Roadmap Please provide the current target sequence and estimated dates for the 2027 Waiver Reset enhancements and the consolidation or sunset of DART, IFUR, IMP, PIP, and the DDARS

Provider Site, including any work expected during the first contract year.

Please refer to question 5.

42 Attachment K - Scope of Work 2.1 and 10.2 12-13 and 47-

Technical - Historical Performance Please provide the prior 12 to 24 months of system uptime, incident counts by priority, average response and resolution times, open problem backlog, recurring incidents, and SLA performance for each system to support staffing and pricing assumptions.

Please see response to question 21.

43 Attachment K - Scope of Work 2.1(h) and 10.2.2 12-13 and 47-

Technical - After-Hours Support Please clarify the on-call and after-hours support expectation. Specifically, how are Priority

1 incidents reported outside business hours, when must Contractor personnel begin work, and when do response and resolution clocks start for incidents received after 5:00 p.m.

Eastern Time?

The awarded Contractor shall have a process in place for handling Priority Level 1 incidents during non-business hours. Respondents should propose a plan in their Technical Proposal, in response to Attachment F - Section 2.0, item 5.

44 Attachment K - Scope of Work 2.2.2 and 6.2 14 and 31-33 Technical - Dedicated Leadership Section 2.2.2 requires a named Technical Lead and dedicated Project Manager per Division, while Section 6.2 lists one Project Manager and one Technical Lead/Lead Developer as Vital

Positions. Please identify the number of Divisions requiring dedicated personnel and whether these roles must be separate, full-time resources.

Respondents must name at least one Technical Lead and one dedicated Project Manager to serve as Vital

Positions. However, in their staffing plans, Respondents should propose how their staffing plans ensure adequate support for each division, including whether multiple resources are needed for each role.

45 Attachment K - Scope of Work 2.1(w), 3.1, and

3.1.4

13 and 19-21 Technical - 80-Hour Threshold Please define how the 80-hour threshold between M&O and an Enhancement is calculated.

Does it include all labor for analysis, project management, design, development, testing, documentation, deployment, and warranty, and are related requests aggregated when they address the same business change?

Enhancements are classified as any effort that is 80 or more development hours. Enhancements are system changes that exceed routine maintenance and operations and are necessary to introduce new functionality, modify existing workflows, or support new State initiatives. Enhancements may include new modules, feature additions, significant code updates, or substantial system modifications. The language in Attachment K -

Statement of Work will be updated in an addendum to clarify the enhancement definition.

46 Attachment K - Scope of Work 3.1.3 20-21 Technical - Enhancement Capacity Please provide historical enhancement-hour usage by year, system, Division, and labor category, along with the anticipated allocation of the estimated 52,200 annual hours and any known periods of surge demand.

Please see response to question 4.

47 Attachment K - Scope of Work 3.1.5 and 10.3.1 21-22 and 49 Technical - Estimate Deadlines Section 3.1.5 allows 15 days to develop an Enhancement Impact Analysis, while Section

10.3.1 requires 100% of cost and time estimates within one week. Please clarify which deadline controls for fixed-fee or complex enhancements and when each measurement begins.

The Contractor will have up to 15 days to develop an Enhancement Impact Analysis. Attachment K will be updated to clarify this information.

48 Attachment K - Scope of Work 3.1.7 25-26 Technical - Data Migration Baseline For each potential consolidation, please provide available source-to-target mappings, record counts, data-retention requirements, known data-quality issues, duplicate rates, archival volumes, synchronization needs, and the party responsible for business-data cleansing decisions and manual corrections.

Please see response to question 7.

49 Attachment K - Scope of Work 3.1.7 26 Technical - Migration Acceptance Please define the evidence and reconciliation thresholds used to determine that a mock conversion is 100% successful with zero defects, including acceptable variances, required business approvals, treatment of source-data defects, and criteria for allowing post-implementation correction.

Please see response to question 7.

50 Attachment K - Scope of Work 1.3.6 and 9.0 9 and 45 Technical - interRAI Please confirm whether an existing interRAI Registered Publisher agreement, licenses, tool configurations, and historical reporting artifacts can be transferred or assigned to the selected Contractor. Also identify expected registration lead time and which fees are reimbursable pass-through costs.

The interRAI system functionality and related document, owned by the State, will be transferred to the

Contractor. The Contractor will need to become a registered publisher of the interRAI tools and have their own contract/agreement. More information about interRAI is available on the organization's website.

51 Attachment K - Scope of Work 6.1 and 7.2 31 and 39 Technical - Local and Onsite Staffing Please identify the minimum number and roles of personnel that must be located within

100 miles of Indianapolis, the typical notice provided for onsite meetings or incident support, and whether onsite travel and conference-room costs must be included in M&O fees.

Per Section 6.2, the Project Executive and Project Manager shall be available to meet onsite at the State's request.

It's recommended that both positions live within 100 miles of Indianapolis. The State will provide access to a conference room for use by the Contractor when on-site presence is required. The notice provided for onsite meetings or incident support is up to the State's discretion and is circumstantial, however, the vast majority of work will be completed remotely as it is today. No separate reimbursement for travel will be provided.

52 Attachment K - Scope of Work 6.7 and 7.2 38-39 Technical - Security Access and Equipment Please provide the required personnel screening, security training, credentialing steps, typical access-provisioning lead times, and current IOT charges for State-issued devices, user accounts, security support, and Amazon WorkSpaces that Respondents should include in pricing.

This information is unavailable at this time. However, the State anticipates that the Contractor will utilize the

Amazon WorkSpace Environment in place of State-issued machines.

53 Attachment K - Scope of Work 7.5 41 Technical - Accessibility Please identify the required accessibility conformance standard and version, current accessibility assessment findings for each system, approved legacy exceptions, and the testing evidence or accessibility conformance documentation required for releases.

For the most recent information on accessibility conformance requirements, please refer to the State's

Accessibility Policy [https://www.in.gov/core/accessibility/]

54 Attachment K - Scope of Work 7.1(c) and 7.6 38 and 41 Technical - Quality and IV&V Please describe the current Software Quality vendor and any planned IV&V engagement, including review gates, required artifacts, expected turnaround times, existing findings, and whether remediation support must be included in M&O or enhancement pricing.

Please see the response to question 17.

RFP 26-86378 - Att G - QandA Phase 1 Responses 8/21/2026 3 of 16

Attachment G Question and Answer Template

RFP 26-86378 Community Supports IT Systems Please submit your questions in the form below (yellow shaded area) per RFP Section 1.24.

55 Attachment K - Scope of Work 8.1 42-43 Technical - Transition Acceptance Please define the system-by-system readiness and acceptance criteria for transferring operational responsibility during Months 4 through 6, and identify the exact point at which the selected Contractor becomes accountable for each system’s SLAs and performance-based withholds.

The awarded vendor will be responsible for SLAs when the current contract expires and new vendor has solely taken responsibility (scheduled to start 10/1/2027). Vendors should propose a thorough transition plan detailing the 6 month transition period ensuring a smooth transition between contracts.

56 Attachment K - Scope of Work 8.1 42-43 Technical - Transition Inputs Please provide an inventory and current-completeness assessment of the source code, repositories, architecture diagrams, interface specifications, runbooks, test assets, release records, known-issue logs, security artifacts, and other materials the State and incumbent vendors will provide during transition.

Please see the response to question 6.

57 Attachment K - Scope of Work 8.2(e) 45 Technical - Development Environment Please identify the State-designated tenant, source-control repository, CI/CD tooling, deployment process, environment-access model, and escrow solution that the Contractor must use, including which licenses and administrative responsibilities are supplied by the

State.

The State-designated tenant, source-control repository, CI/CD tooling, deployment process, environment-access model, and escrow solution will be discussed with the awarded Contractor at the appropriate time.

58 Attachment K - Scope of Work 10.2.1 47 Technical - Uptime Measurement Please clarify whether the 99.8% uptime standard is measured separately for each system or in aggregate, identify the authoritative monitoring source, and define the approval process and notice requirements for scheduled downtime and third-party exclusions.

The 99.8% uptime is in aggregate of the Community Supports IT Systems suite.

59 Attachment K - Scope of Work 10.2.2, 10.2.3, and 10.4.2

47-48 and 51-

Technical - SLA Scoring Please confirm the three M&O standards used for Schedule 1 and how the 98% response-time requirement and 99% incident-resolution requirement are calculated, including denominators, carried-over incidents, State-caused delays, months with low or zero ticket volume, and priority changes.

The three M&O standards are described in Attachment K, Section 10.2.1 (System Uptime), Section 10.2.2 (User

Support and Incidents/Defects/Bugs Correction Timeliness), and Section 10.2.3 (Open Incidents/Actions). The awarded Contractor shall be responsible for reporting their service level performance each month to the State according to Attachment K, Section 4.0 (Reporting). Respondents should describe their approach to tracking the

State's defined SLA performance metrics in Attachment F, Technical Proposal, Item 10.

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1.22 14-15 Non-Technical - Valuable Scope Contribution Please define what constitutes a Valuable Scope Contribution (VSC) for this solicitation and provide examples of value-added roles or services that would qualify for an IVOSB subcontractor. Would substantive work such as legacy application support, data migration, quality assurance, help desk support, cybersecurity, training, or documentation be considered acceptable VSC areas?

A Valuable Scope Contribution (VSC) is the value added benefit an IVOSB subcontractor provides to the project as defined in the solicitation, and any proposed subcontracted work must simply constitute meaningful, value‑added support within the subcontractor’s certified industry area, as the State does not publish specific VSC service categories.

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3.2.7 33 Non-Technical - VSC Evaluation Please clarify how the State will evaluate VSC participation for the IVOSB bonus point. Is the bonus determined solely by the highest qualifying participation percentage above the

3% goal, or will the quality, significance, and direct benefit of the subcontracted scope also affect the determination?

Section 3.2.7 states that the IVOSB bonus point is awarded to the Respondent with the greatest applicable VSC participation that exceeds the established goal, and the determination is based solely on the highest qualifying percentage above the 3% threshold. The solicitation does not include any additional evaluation factors such as qualitative assessment of the work performed, significance, or direct benefit of the subcontracted scope.

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3.2.2 and

Attachment K

1.3.10

32 and 11 Non-Technical - Added Value Evaluation Beyond compliance with the mandatory requirements, what forms of added value should

Respondents emphasize, such as automation, improved user experience, better data quality, expanded analytics, cost avoidance, faster modernization, knowledge transfer, or operational risk reduction? Please confirm whether and where added value will be considered within the 50-point Management Assessment/Quality score.

No further detail is available on the point breakdown at this time. Respondents should provide responses that are compliant with the RFP and all documents required for the RFP response.

63 Attachment K - Scope of Work 1.3.10 and 1.3.11 11 Technical - Improvement Priorities Please identify or rank the State’s current pain points and highest-priority areas for improvement across the Community Supports IT Systems, including reporting and analytics, data quality and integration, access and security management, auditability and traceability, user support and training, system performance, and operational reliability.

The items listed are the high-level priorities that the State has identified at this time. The State will determine and manage individual initiatives aligned with those priorities or other emerging needs in real-time with the awarded vendor.

64 Attachment K - Scope of Work 2.7 18-19 Technical - Consolidation Value For the identified consolidation scenarios, please provide any available baseline M&O staffing, effort, and cost information and describe the efficiencies or savings the State expects. How should Respondents account for near-term consolidation investment, expanded functionality in BDS Portal and Gateway, and longer-term reductions in legacy-system support?

Please see the responses to questions 1 and 3 regarding current M&O.

65 Attachment K - Scope of Work 2.7 and 3.1.5 18-19 and 22 Technical - Value Measurement What key performance indicators, business outcomes, or benefit measures should the

Contractor use to quantify and validate added value and continuous improvement during the Contract? Please identify the expected measurement period and the State roles responsible for approving baselines, targets, projected savings, and realized benefits.

For the RFP, cost will be scored as detailed in the RFP and the Cost Proposal. The performance measures for this contract are detailed in the Scope of Work and will be measured during the upcoming contract period. Savings would generally be viewed in light of what the State spends today.

66 Attachment K - Scope of Work 3.1.5 22 Fixed-Fee Enhancements Please describe how fixed-fee enhancements impact the estimated 52,200-hour annual enhancement pool.

As described in Attachment K, the 52,000 hours will be translated to an annual budget based upon a blended enhancement rate in the cost proposal. FSSA will manage the enhancement pool budget. Fixed fee enhancements will count towards this budget, thereby reducing the amount available for enhancements within contract year.

67 Attachment K - Scope of Work 3.1.6 24 Testing Please detail the Contractor's role in performance testing: does the Contractor support the

QA Vendor on performance testing (point (d)) or conduct performance testing (point

(d(vii)) or both?

The Contractor is expected to support the performance testing, but the State does have a QA testing vendor to conduct the performance testing. Overall, the Contractor is responsible for overall performance and addressing performance issues.

68 Attachment K - Scope of Work 3.1.6 24 Testing For performance and capacity testing, has the State procured a tool to facilitate this testing?

Yes, the State leverages a tool currently but is open to a new tool in the future if it is determined to be best for the systems.

69 Attachment K - Scope of Work 3.1.6 24 Testing Does the State have a preferred tool for the development and use of automated test scripts, or can the Contractor recommend specific tooling and approaches for automation? The State is open to recommendations for an automated testing tool from the Contractor.

RFP 26-86378 - Att G - QandA Phase 1 Responses 8/21/2026 4 of 16

Attachment G Question and Answer Template

RFP 26-86378 Community Supports IT Systems Please submit your questions in the form below (yellow shaded area) per RFP Section 1.24.

70 Attachment K - Scope of Work 2.1.w 13 SDLC Does section 3.1.6 apply to all non-bug/defect changes under 80 hours for M&O? Yes. Section 2.1(w) states "Implement system modifications/changes that are less than 80 hours of development time. Please note that standard SDLC (Section 3.1.6) applies to modifications (under 80 hours) made as part of

M&O."

71 Attachment K - Scope of Work 1.3.6 9 interai tool May a subcontractor or team member hold Registered Publisher status on behalf of the prime Contractor, or must the prime itself become the Registered Publisher?

The entity that is supporting the interRAI should be the Registered Publisher.

72 Attachment K - Scope of Work 3.1.3 21 Enhancements Will unused annual enhancement hours or funding roll forward into subsequent contract years?

No.

73 Attachment K - Scope of Work 3.1.3 21 Enhancements What is the State’s current anticipated sequence and timing for consolidating DART, the

DDARS Provider Site, IMP, IFUR, and PIP See response to question 5.

74 Attachment K - Scope of Work 2.4 17 Access Management SOW states "At a minimum, the Contractor must be able to assist in the definition of user roles and security configurations, specifically the creation of new roles and monitoring of user access rights in relation to internal requirements." What does monitoring of user access rights entail?

Access management is addressed in Section 2.4 of Attachment K. An example would be monitoring the system to ensure improper access is not occurring.

75 Attachment K - Scope of Work 3.1.4 22 Enhancements SOW states "Prior to making each enhancement, the Contractor shall provide an estimated number of hours for the enhancement using the State’s Level of Effort (LOE) form, which will be provided at the commencement of the Contract Term." Can the state provide a copy of the LOE form?

The State will provide the form to the Contractor after Contract execution. The State is open to working with the

Contractor to make adjustments to the form as appropriate and with State approval.

76 Attachment K - Scope of Work 3.1.6 26 M&O For M&O changes under 80 hours, what criteria should be used to classify work as routine maintenance, defect remediation, federally mandated update, or small enhancement, and what approval/testing expectations apply to each?

Please see the response to question 45.

77 Attachment K - Scope of Work 3.1.6 26 M&O For M&O start-up and ongoing operations, what technical and operational documentation does the State expect the Contractor to produce, refresh, maintain, or submit for each in-scope system component?

This will be discussed with the awarded Contractor.

78 Attachment K - Scope of Work 2.2.3 15 M&O Is the level of support for the interRAI Tool different than other systems. Does the tool require more frequent updates than other systems such as DART, IMP, DDRS?

The level of support needs for each system and system component may vary across the contract term.

79 Attachment K - Scope of Work 2.3.2 / 10.3.3 16 / 49 Attachment K uses inconsistent terminology when classifying Priority 3 issues. Section 2.3.2 states that Priority Levels 1, 2, and 3 are considered system defects, while Section 10.3.3 classifies Priority Levels 1 and 2 as defects and Priority Levels 3, 4, and 5 as bugs. Please clarify:

Whether Priority Level 3 should be classified as a defect or a bug.

Whether the State intends a substantive distinction between a “defect” and a “bug,” and, if so, please provide the definition of each.

Which classification governs the applicable correction percentage, release-readiness requirements, SLA measurement, and warranty obligations for Priority Level 3 issues.

Please note that "defect" and "bug" may be used interchangeably. The Contractor shall be responsible for all defects/bugs, regardless of terminology, based on the defect/bug's assigned "Priority Level." The Priority Level definitions will remain unchanged; however, the language in Attachment K - SOW, Section 10.3.3, will be updated in an addendum to clarify that the Contractor must correct 100% of defects/bugs of Priority Levels 1, 2, and 3 and

95% of defects/bugs of Priority Levels 4 and 5 found during UAT per the timeframes agreed upon with the State at the time the defects/bugs are reported. The Contractor shall receive State approval on which bug corrections may be deferred until after production.

80 Attachment K - Scope of Work 1.3.4, 1.3.9, 2.0, 2.7

9-12, 18-19 M&O The DDARS Provider Site is included in the Systems Overview and identified as a potential consolidation scenario, but it is not listed among the systems receiving M&O services in

Section 2.0. Please confirm whether the DDARS Provider Site is included in the Contractor’s

M&O and enhancement responsibilities beginning at Contract commencement.

The DDARS Provider Site will be to Section 2.0 of Attachment K - SOW.

81 Attachment K - Scope of Work 3.1, 3.1.3, 4.2 19-22, 28 Allocation by Division Please provide the anticipated allocation of Enhancement Hours Pool capacity among BDS, BBA, OMPP, enterprise initiatives, system consolidation, Waiver Reset, reporting, data, accessibility, integration, and technical modernization, and other priorities.

Those are the high-level priorities that the State has identified at this time. The State will determine and manage individual initiatives aligned with those priorities in real-time with the awarded vendor.

82 Attachment K - Scope of Work 1.3.10 11 Waiver Reset Please provide the currently known Waiver Reset implementation schedule, policy milestones, major system impacts, anticipated release windows, affected user groups, integration needs, and expected use of Enhancement Hours Pool capacity.

Some Waiver Reset activities will occur before the contract transition period. However, the activities will be managed in real-time going into transition and then during the remaining contract period, as needed.

83 Attachment K - Scope of Work 3.1.3, 10.2 21-22, 47-48 Emergency and deadline expectations Will the State authorize exceptions to the 40-hour limitation for production incidents, emergency releases, legislative deadlines, federal mandates, or accelerated State-requested delivery?

It is the Contractor's responsibility to provide sufficient staff and manage resources appropriately to provide the scope of services and meet the defined service levels. Please see Section 9.0 - "Payments and Invoicing" of

Attachment K for details on how the Contractor will invoice for M&O and Enhancements. As stated in Section

3.1.3, the Contractor may not invoice more than forty (40) hours a week for an individual, regardless of the number of hours worked by the individual to complete deliverables on time and meet service levels.

84 Attachment K - Scope of Work 3.1.4-3.1.6, 10.3.2 22-25, 49 Approval delays Will delays in State approval of requirements, design, security, testing, UAT, production readiness, or deployment automatically extend enhancement deadlines without an SLA failure?

The Contractor will not be penalized for delays solely attributable to the State.

85 Attachment K - Scope of Work 9 45 Fixed-Fee Enhancements Are there any known fixed-fee enhancements currently planned? At this time, there are no concrete enhancement plans for when the contract would begin. Enhancements needed will be discussed with the Contractor during the onboarding and transition period.

86 Attachment K - Scope of Work 3.1.6(d)(iv) 24 Automation What process and criteria will the State use to agree upon the level of testing automation, and will approved automation development be funded as an enhancement?

The State will discuss the level of testing automation, processes and criteria with the awarded Contractor then determine approval.

87 Attachment K - Scope of Work 10.2.1 47 Uptime by system Is the 99.8% uptime requirement measured separately for each system, application component, and external interface, or across the Community Supports IT Systems portfolio in aggregate?

Please see answer to Question 58.

88 Attachment K - Scope of Work 2.2 13-14 Tier 2 functions Please identify which Tier 2 functions State staff currently perform or expect to perform under the new Contract.

The Contractor shall be responsible for Tier 2 and 3 functions as assigned and defined in Section 2.2 of the SOW.

State staff or the State's designated individuals may perform some Tier 2 functions and will work with the awarded Contractor to ensure appropriate coverage and coordination.

RFP 26-86378 - Att G - QandA Phase 1 Responses 8/21/2026 5 of 16

Attachment G Question and Answer Template

RFP 26-86378 Community Supports IT Systems Please submit your questions in the form below (yellow shaded area) per RFP Section 1.24.

89 Attachment K - Scope of Work 2.2, 2.2.1-2.2.2 13-15 User communication Section 2.2 states that the Contractor may be responsible for updating end users, while

Section 2.2.1 states that Tier 1 coordinates communication. Please clarify when the

Contractor should communicate directly with end users.

The Contractor will communicate as assigned. However, the State (or their designated representative) will be primary communicator with end users.

90 Attachment K - Scope of Work 2.2.2, 6.2 14, 31-34 PM and tech lead Section 2.2.2 requires a named dedicated Project Manager and Technical Lead per Division, while Section 6.2 describes one enterprise Project Manager and one Technical Lead. Please confirm the required number of Project Managers and Technical Leads.

Please see response to question 44.

91 Attachment K - Scope of Work 3.2 27-28 Training Please clarify when and how the State will determine which optional training services the

Contractor must provide and whether those services are included in M&O or funded through enhancements.

Funding for optional training services either through M&O or enhancement funding will be determined on a case-by-case basis depending on level of effort and approval of the vendor's proposed plan by the State.

92 Attachment K - Scope of Work 1.3.11, 2.7, 3.1.7 11-12, 18-19, 25-26

Consolidation Please provide the current consolidation roadmap, anticipated sequence, preliminary timing, dependencies, decision gates, and scope assumptions for DART, DDARS Provider

Site, IMP, IFUR, PIP, and other components

Please see response to question 5.

93 Attachment K - Scope of Work 2.7 18-19 Consolidation Please clarify whether the three cost-savings scenarios are assumed to occur independently, sequentially, cumulatively, or in an order determined later by the State. Please see response to question 5.

94 Attachment K - Scope of Work 6.3 35 Non-Vital Positions - Quality Assurance (QA) Analyst Please further explain or detail the expectation of this role in relationship to the State's use of a independent testing vendor.

Please see response to question 17.

95 Attachment K - Scope of Work 3.2.2 28 Training Service Requirements Is the training plan in reference to train-the trainer activities only or does the State expect a more expanded role in training?

Exact training needs have not yet been identified. The spectrum of possible training responsibilities that the State may require the Contractor to provide are included in Attachment K - Section 3.2. The State will work with the awarded vendor on a case-by-case basis to determine what training activities, if any, are needed at a given time.

96 Attachment K - Scope of Work 2.7 18-19 Existing Technical Debt Please identify the technical debt items that the State currently considers highest risk across BDS Portal, BDS Gateway, DART, IFUR, IMP, PIP, DDARS Provider Site, InterRAI, and related components, including technical debt that may affect system consolidation, modernization, or Waiver Reset implementation.

The State will discuss technical debt priorities with the awarded Contractor.

97 Attachment K - Scope of Work 2.7 18-19 Modernization Sequencing Please clarify whether the State anticipates BDS Portal modernization occurring before, during, or after consolidation of DART, DDARS Provider Site, IMP, IFUR, and PIP functionality.

Please see response to question 5.

98 Attachment K - Scope of Work 1.3.10 11 Waiver Reset Technical Impact Please identify the currently known Waiver Reset policy changes expected to require system…