RFP_34513-22726_Amd_3.pdf

RFP # 34513-22726 – Amendment # Three Page 1 of 9

STATE OF TENNESSEE

DEPARTMENT OF HUMAN SERVICES

REQUEST FOR PROPOSALS # 34513-22726

AMENDMENT # 3

FOR CHILD SUPPORT ENFORCEMENT SERVICES

11TH JUDICIAL DISTRICT, TENNESSEE (HAMILTON

COUNTY)

DATE: JULY 23, 2025

RFP # 34513-22726 IS AMENDED AS FOLLOWS:

1. This RFP Schedule of Events updates and confirms scheduled RFP dates. Any event, time, or date containing revised or new text is highlighted.

EVENT

TIME

(central time zone)

DATE

1. RFP Issued May 30, 2025

2. Disability Accommodation Request Deadline 2:00 p.m. June 4, 2025

3. Notice of Intent to Respond Deadline 2:00 p.m. June 11, 2025

4. Written “Questions & Comments” Deadline 2:00 p.m. June 27, 2025

5. State Response to Written “Questions & Comments” July 23, 2025

6. Response Deadline 2:00 p.m. July 28, 2025

7. State Schedules Respondent Oral Presentations August 1, 2025

8. Respondent Oral Presentations August 25, 2025 - August 26,

9. State Completion of Technical Response Evaluations September 12, 2025

10. State Opening & Scoring of Cost Proposals September 15, 2025

11. Negotiations September 16, 2025 – September 17, 2025

12. State Notice of Intent to Award Released and RFP Files Opened for Public Inspection 2:00 p.m. September 18, 2025

13. End of Protest Period 4:30 p.m. September 25, 2025

14. State sends contract to Contractor for signature October 3, 2025

RFP # 34513-22726 – Amendment # Three Page 2 of 9

15. Contractor Signature Deadline 2:00 p.m. October 10, 2025

2. State responses to questions and comments in the table below amend and clarify this RFP.

Any restatement of RFP text in the Question/Comment column shall NOT be construed as a change in the actual wording of the RFP document.

RFP SECTION PAGE

# QUESTION / COMMENT STATE RESPONSE

Attachment 6.2

– Section C;

Item Ref. C.9

27 1. We are aware the State has recently undergone a system modernization. Does TCSES now include an embedded document imaging solution?

No, he awarded contractor would need to procure its own imagining system or software.

A.65a. 19 2. With the new state system in place, we understand there may be additional features that enhance case management. Would the State provide overview materials of the new state system, training materials, or other relevant documents that could assist the vendor in tailoring its solution and complying with this RFP section?

The TCSES re-platforming project has not been completed yet. The State cannot provide any training materials or documents until all programming changes have been finalized. The State does not anticipate all changes to be completed prior to this contract being awarded.

Attachment 6.2

– Section C;

Item Ref. C.9

27 3. Does TCSES have a system integration point for a third-party document imaging system (API, web service, etc.)?

TCSES does not have an integrated point for a third-party document imaging system.

Section 2.1 Schedule of Events

4 4. Would the State consider modifying the schedule by moving the date for responses to questions and comments one week earlier? This would give contractors sufficient time to respond to any required changes in their response before the submission deadline. To allow the

No, at this time the Schedule of Events will not be amended to allow for an earlier release of questions.

RFP # 34513-22726 – Amendment # Three Page 3 of 9

RFP SECTION PAGE

# QUESTION / COMMENT STATE RESPONSE

State enough time to respond to questions, the deadline for submitting questions and comments could also be moved one week earlier.

Section 3.2 Response Delivery pp.

6-7.

5. Would the State consider removing the requirement for hard-copy and flash drive submissions and permit a fully electronic submission via email?

Yes. Please see below for the amended Response Delivery section.

Pro Forma contract, Section A.6 Office and Workers

p. 5. 6. Would the State consider increasing the minimum staffing requirement of 32 FTEs, given that: 1) this would represent a 20 percent reduction in the current staffing level of 40 FTEs (the current contractual requirement is a desired staffing level of 42 FTEs and a minimum of 36 FTEs);

and 2) the 459:1 ratio of cases to FTEs based on the April caseload is higher than has been required in recent RFPs for similar services?

The State is willing to increase the minimum staffing requirement to thirty-four (34) FTE .

See Section 3 below.

Pro Forma Contract, Section B.1 Term of Contract

23 7. The beginning term stated as November 1, 2025 appears to be a typo. Should this be May 1, 2026?

The State has included six (6) months for contract transition time that will be at no cost to the State.

Reference Pro Forma Section A.2.k.

“Effective Date” and Section A.2.p.

“Go-Live Date,” and Section A.68 Contract Services Transition.

RPF

Attachment 6.2, Section B.12.

23 8. Please provide the number of current staff, including job titles and number of each position

There are forty-one (41) current staff. Staffing configuration is proprietary based on vendor strategies. Each vendor should submit their approach to best meet the requirements of the RFP.

RFP # 34513-22726 – Amendment # Three Page 4 of 9

Pro Forma Contract, Section A.35 Case Files

13 9. Please provide information about the physical files. How many exist? How are they stored? In the event of a transition, will the current vendor be responsible for delivering the files to a new vendor location?

Estimated Active Files: 9,869

Estimated Closed Files: 2,280

All physical files are fully imaged.

The Contractor shall deliver, Free-on-Board destination, all records used in the performance of this Contract, documentation, reports, data, hard copy and electronic files, roster of current staff, recommendations, etc., which were required to be produced under the terms of the Contract to the State or the State’s designee promptly and with due diligence after receipt of the written request. Electronic files shall be delivered in a Tagged Image File Format, Portable Document Format, or other format as may be prescribed by the State, based on instructions supplied to the Contractor at least sixty (60) days prior to the required delivery date.

See: Reference RFP Attachment 6.7, and Pro Forma Contract Section A.68.

Contract Section A.37 TCSES Due Dates, Section

A.39 TCSES

Worker Alerts

14 10. Please provide information about outstanding and unworked Critical Mail Messages. How many exist, and what types?

What is the average age of outstanding unworked Critical Mail Messages?

Readings as of June 2, 2025

Critical Mail Messages Totals

CSNT Case Status Update 2 Review Case Closure Recommend 2 Refer Inquiry to Field 18 Case Reac. Update Bal/Obl 4 Tickle Due 45 Take Enforcement Action 1013 Review Multiple Employers for IWO 5 Review IWO New Employer Confirm 1 In-State Locate Confirm 83 Out-State Locate Confirm 117 Enter NCP Service Attempt 121 Enter Hearing Results 100 Totals 1511

Pro Forma Contract Section A.4 Legal Representation

3-4 11. Please provide information about the court. How many days per week/month does the agency schedule hearings? Are certain case types heard on

The hearing scheduling is Monday through Friday each week.

No, dockets are determined by the court.

RFP # 34513-22726 – Amendment # Three Page 5 of 9 specific days? How many magistrates are assigned to child support cases? What, if any, are the limits for filing (a certain number of cases per docket?

Per Day?)?

Juvenile Court hears cases every day of the week, and Juvenile Court filings are limited to Monday

The Circuit Court and Chancery Court has hearings on Monday, Wednesday, and Thursday(Wednesday and Thursday are for special settings).

Circuit Court filings have no limit on quantity and may be filed any day.

There are currently three (3) Juvenile Magistrates, four (4) Circuit Court Judges, and two (2) Chancery Court Chancellors.

Juvenile filings are Monday only with no limit on quantity at this time.

Circuit filings are any day with no limit on quantity at this time.

Section A.52 Telephone Performance Standards

15-

12. Please provide information on call volumes to include the number of calls received per month in 2025, the daily abandonment rate (excluding calls abandoned before thirty seconds) for January – May 2025

15,065 calls from January 2025 through May 2025.

Average monthly abandonment rate 16%.

Pro Forma Contract Section A.7 Technical Support; A.42 Public Facing Materials

6, 14 13. Does the current vendor use emails/SMS/texting campaigns? If so, please provide the number of outbound messages by type per month.

Yes, there are approximately 3,700 outbound text messages per month.

Section A.60 Inquiries and Complaints

17 14. Does TDHS have call scripts? If so, please provide.

No. The Contractor shall be responsible for developing a Customer Service/Complaint Resolution Plan and may include their own scripts. Any scripts

RFP # 34513-22726 – Amendment # Three Page 6 of 9 included in the Customer Service/Complaint Resolution Plan shall be submitted for review and final approval by the State.

3. Delete RFP Section 3.2 in its entirety and insert the following in its place:

3.2. Response Delivery

3.2.1. A Respondent must ensure that both the Technical Response and Cost Proposal files meet all form and content requirements, including all required signatures, as detailed within this RFP.

3.2.2. A Respondent must submit their response as specified in one of the two formats below.

3.2.2.1. Digital Media Submission

3.2.2.1.1. Technical Response

The Technical Response document should be in the form of one (1) digital document in “PDF” format properly recorded on its own otherwise blank, standard CD-R recordable disc or USB flash drive and should be clearly identified as the:

“RFP #34513-22726 TECHNICAL RESPONSE ORIGINAL”

and THREE (3) digital copies of the Technical Response each in the form of one (1) digital document in “PDF” format properly recorded on its own otherwise blank, standard CD-R recordable disc or USB flash drive clearly labeled:

“RFP # 34513-22726 TECHNICAL RESPONSE COPY”

The customer references should be delivered by each reference in accordance with RFP Attachment 6.4. Reference Questionnaire.

3.2.2.1.2. Cost Proposal:

The Cost Proposal should be in the form of one (1) digital document in “PDF” or “XLS” format properly recorded on a separate, otherwise blank, standard CD-R recordable disc or USB flash drive clearly labeled:

“RFP #34513-22726 COST PROPOSAL”

An electronic or facsimile signature, as applicable, on the Cost Proposal is acceptable.

3.2.2.2. E-mail Submission

3.2.2.2.1. Technical Response

The Technical Response document should be in the form of one (1) digital document in “PDF” format or other easily accessible digital format attached to

RFP # 34513-22726 – Amendment # Three Page 7 of 9 an e-mail to the Solicitation Coordinator. Both the subject and file name should be clearly identified as follows:

“RFP #34513-22726 TECHNICAL RESPONSE”

The customer references should be delivered by each reference in accordance with RFP Attachment 6.4.

Reference Questionnaire.

3.2.2.2.2. Cost Proposal:

The Cost Proposal should be in the form of one (1) digital document in “PDF” or “XLS” format or other easily accessible digital format attached to an e-mail to the Solicitation Coordinator. Both the subject and file name should be clearly identified as follows:

“RFP #34513-22726 COST PROPOSAL”

An electronic or facsimile signature, as applicable, on the Cost Proposal is acceptable.

3.2.3. For e-mail submissions, the Technical Response and Cost Proposal documents must be dispatched to the Solicitation Coordinator in separate e-mail messages. For digital media submissions, a Respondent must separate, seal, package, and label the documents and copies for delivery as follows:

3.2.3.1. The Technical Response and copies must be placed in a sealed package that is clearly labeled:

“DO NOT OPEN… RFP # 34513-22726 TECHNICAL RESPONSE FROM

[RESPONDENT LEGAL ENTITY NAME]”

3.2.3.2. The Cost Proposal must be placed in a separate, sealed package that is clearly labeled:

“DO NOT OPEN… RFP # 34513-22726 COST PROPOSAL FROM

[RESPONDENT LEGAL ENTITY NAME]”

3.2.3.3. The separately, sealed Technical Response and Cost Proposal components may be enclosed in a larger package for mailing or delivery, provided that the outermost package is clearly labeled:

“RFP # 34513-22726 SEALED TECHNICAL RESPONSE & SEALED COST

PROPOSAL FROM [RESPONDENT LEGAL ENTITY NAME]”

3.2.3.4. Any Respondent wishing to submit a Response in a format other than digital may do so by contacting the Solicitation Coordinator.

3.2.4. A Respondent must ensure that the State receives a response no later than the Response Deadline time and date detailed in the RFP Section 2, Schedule of Events at the following address:

Van Bryant, Solicitation Coordinator Department of General Services

RFP # 34513-22726 – Amendment # Three Page 8 of 9

Central Procurement Office 3rd Floor, Tennessee Tower 312 Rosa L. Parks Ave.

Nashville, TN 37243 615-253-3678 van.bryant@tn.gov

4. Delete RFP Attachment 6.7, Pro Forma section A.6 in its entirety and insert the following in its place (any sentence or paragraph containing revised or new text is highlighted):

A.6. Office and Workers. The Contractor shall ensure that, at a minimum, the child support office(s) remain(s) open and staffed on all days that the State is open and staffed. The Contractor’s hours of operation in the Contractor’s office(s) in the 11th Judicial District shall be, at a minimum, from 8:00 A.M. to 5:00 P.M. Eastern Time, and the Contractor’s staff shall be available to assist clients continuously throughout the day, from opening until close of business, including the lunch hour. The Contractor shall ensure that the Child Support Office(s) is identified by an exterior sign containing the following phrase: CHILD SUPPORT SERVICES 11th JUDICIAL DISTRICT.

Any signage installed under the requirements of this Section shall be subject to final approval by the State. The Contractor shall not house other businesses contracted or otherwise or allow access to areas of the child support office where child support enforcement services are being performed. This includes, but is not limited to, Contractor’s employees and subcontractors that are not directly assigned to this child support services Contract and have not been approved by the State to receive access to any child support data in any form.

Each month the Contractor shall maintain a staffing level to fully support child support enforcement operations of thirty-four (34) FTE of the Contractor. Contractor acknowledges and understands that “fully staffed” assures that all hearings under this Contract are covered throughout the Term as described in Section A.4.The Contractor shall not include the following in calculating its staffing level:

a. part-time employees;

b. staff physically located outside of the Contractor’s office(s) in the 11th Judicial

District, unless approved in writing by the State;

c. staff who are not employees of the Contractor, with the exception of any approved subcontracted legal counsel as described in Section A.4; and

d. staff on unpaid leave not including enrollment of the Family and Medical Leave Act

(FMLA).

The Contractor shall submit its staffing plan in writing within thirty (30) days of the Go Live Date of the Contract and, upon the State’s approval, shall adhere to it. The Contractor shall not modify the staffing plan except upon the State’s prior written approval.

The Contractor shall provide the State a written directory with the names, email addresses, and direct phone numbers of all project management, supervisory staff and attorneys assigned to this Contract. The Contractor shall maintain the directory and provide the State an updated version within ten (10) business days, if personnel, email addresses, or phone numbers change.

All Contractors and subcontractors employed under this Contract shall use the State issued email address “@tn.gov” assigned to their user identification number.

The Contractor shall ensure that all FTEs under this Contract dedicate one hundred percent (100%) of their working hours as FTEs to this Contract.

mailto:van.bryant@tn.gov

RFP # 34513-22726 – Amendment # Three Page 9 of 9

The State reserves the right, at its sole discretion, to adjust the staffing levels required in this Contract based on the Contractor’s performance during the Term of this Contract. The State shall give the Contractor at least thirty (30) days’ written notice before requiring an adjustment to the staffing levels.

The Contractor shall notify and seek approval from the State for any potential candidates that are previous TDHS employees or currently employed staff of TDHS. Such approval shall be requested prior to hiring.

5. RFP Amendment Effective Date. The revisions set forth herein shall be effective upon release. All other terms and conditions of this RFP not expressly amended herein shall remain in full force and effect.