RFP S-DASOBO-00009374 Amd 1 v24MAR1.Final.pdf

ODDS Case Management System RFP Amendment 1 Page 1 of 24 RFP S-DASOBO-00009374 Amd 1 v24MAR1.Final

ODDS Case Management System Request for Proposal (“RFP”)

S-DASOBO-00009374

Amendment #1 March 1, 2024

The purpose of this Amendment 1 to the ODDS Case Management System RFP (“Amendment 1”) is to (1): declare the conduct of the voluntary pre-proposal teleconference complete, and (2) provide responses to questions timely submitted by February 23, 2024.

1. Declare the Conduct of the Voluntary Pre-Proposal Teleconference Complete.

The State conducted the voluntary pre-proposal teleconference as scheduled on February 15, 2024. A copy of the agenda slide deck presented at the teleconference has been uploaded to the RFP file in OregonBuys.

2. Responses to Questions Submitted by February 23, 2024.

The RFP provided a limited period for interested and prospective proposers to submit questions for clarification of the RFP and its requirements and related documentation.

The table beginning on the next page summarizes those timely submitted questions with their answers.

No other changes or amendments to the RFP are made as a result of this Amendment 1.

The Single Point-of-Contact (SPC) for the procurement remains:

Warren Nickerson State IT Procurement Analyst warren.nickerson@das.oregon.gov

(971) 375-5148 mailto:warren.nickerson@das.oregon.gov

ODDS Case Management System RFP Amendment 1 Page 2 of 24

ODDS Case Management System RFP (S-DASOBO-00009374) – Question and Answer Summary

Q# RFP Section (Page #)

Vendor Question (Vendor #)

Response

1 N/A How many users will be using the system?

Vendor 1

The Agency currently estimates there are at minimum 5,000 daily users that support at minimum 30,000 individuals receiving I/DD services. Per requirement 4.27 in Attachment H, the solution shall be capable of supporting approximately 10,000 concurrent users at any given time.

2 N/A It seems like integrations are expected. Which systems would you like to integrate with? Are you expecting one-way, two-way, or both types of integration?

Vendor 1

See requirements 11.11 through 11.15 in Attachment H. The Agency anticipates that several integrations will be required, including with eXPRS, MMIS, ONE Eligibility, and CAM, with additional integrations possible. The solution will need the capability to support both one-way and two-way integrations.

3 N/A It seems like data migration are expected. How many records/case files will be migrated?

Vendor 1

Data migration will be required between Case Management Entity (CME) managed systems and ODDS managed systems. The current state of CME managed systems, which includes data dispersed across multiple decentralized systems, means that the selected vendor will need to support complex data conversion and migration tasks. Given this current state, the Agency does not have an exact estimate at this time but expect the volume of records to be high.

4 N/A Will an agency portal (for other service partners to view your client's case files) or a client portal be needed?

Vendor 1

The Agency’s priority is to ensure that CMEs and ODDS staff have access to this system. Additional access for other programs or a client portal (i.e., public access) is considered in scope for a later iteration. See requirement 9.7 and

13.8 in Attachment H for portal and role access functionality details.

5 N/A How many clients are being served per year?

Vendor 1

ODDS manages a program that serves over 32,000 individuals with I/DD across the state. The number of I/DD individuals requiring services is expected to grow in future years, so it is important that this solution can scale to meet demand.

6 Main Document - 2.3.2 Project Overview: Users

What is the anticipated number of state staff who will need access to the system, in addition to the 45 CMEs and their 5,000 providers?

Vendor 2

See answer above to Q#1 and requirement 4.27 in Attachment H.

ODDS Case Management System RFP Amendment 1 Page 3 of 24

Q# RFP Section (Page #)

Vendor Question (Vendor #)

Response

7 Main Document - 2.3.3 Solution Outcomes:

Billing automation

If billing is required, there does not appear to be any specifications/requirements for such. Is this a desired, optional area? If not, would the state please provide requirements around billing/adjudication? What information needs to be sent to eXPRS and/or the

MMIS?

Vendor 2

Billing functionality is not directly in scope for the Case Management System project as it will continue to be maintained in eXPRS. However, the Case Management System will interface with eXPRS for exchanging billing-related data, such as billable progress notes. See requirement 10.21 and 11.11 in Attachment H for details related to integration with eXPRS. There may be an opportunity for streamlining upfront processes to make billing easier, but this is being managed by the ODDS project team.

8 Main Document - 2.4.1 Paragraph L

Does the listed language requirement apply only to the language of the notifications coming from the system only? Or the language within the solution itself? Can you give the estimated amount of annual notifications from the system?

Vendor 2

In phase 1, only ODDS staff and CME(s) will have access to the system. It is assumed that the listed languages would only apply to notifications coming from the system, such as notifications. The Agency would like vendors to demonstrate their systems ability to support these languages. See requirement 1.6 in Attachment H for details on language access.

Over 30,000 individuals receive I/DD services each year, and each individual can receive multiple notifications over the course of that year.

9 Attachment J, IA-1 IT Operations, IA-2(1) & (2)

Would the State please indicate how many total users of the system will need multi-factor authentication (includes both CME providers, CME staff and State staff)?

Vendor 2

See answer above to Q#1 and requirement 4.27 in Attachment H for the estimated total users. The Agency estimates that all users may require multi-factor authentication.

10 Attachment J, IA-1 IT Operations, IA-2(1) & (2)

Does the State currently have its own SAML 2.0 compliant solution that can be integrated with in a federated model? If not, is the vendor expected to provide the solution?

Vendor 2

The Agency uses Microsoft Active Directory Federated Services, which uses SAML 2.0 for SSO.

11 Attachment H. 10.15, Documentation Collaboration and storage platforms

There can be issues with cloud storage platforms and HIPAA compliancy. Additionally, being able to access documents directly in a client record is more efficient.

We would respectfully suggest that a vendor who stores documents inside a client record not be negatively scored for this requirement.

Vendor 2

The Agency will evaluate vendor responses to Attachment H as described in RFP section 4.11.2.4, Solution Requirements.

ODDS Case Management System RFP Amendment 1 Page 4 of 24

Q# RFP Section (Page #)

Vendor Question (Vendor #)

Response

12 Attachment H, 11.1, 11.2, Integration on eXPRS and MMIS

Can ODDS share the goal and desired outcomes of these integrations (MMIS and eXPRS)? Would the state be open to a full proposal to include billing from the same system, if it could still exchange data with the MMIS? If so, how can vendors show pricing that is optional for value added items/services?

Vendor 2

Duplicate data entry, manual processes, and data dispersal are some of the challenges that exist in the current state. See requirement 14.2 in Attachment H for details about streamlining and automating processes. See answer above to Q#7 related to billing scope. If a vendor wishes to propose an additional price, see instructions in Attachment E, Price Proposal Form. If desired, vendors can provide an addendum to the proposal that highlights a financial management system. Be aware that the addendum would not be scored or taken into consideration in the evaluation or award processes set forth in RFP sections 4 and 5.

13 Attachment H, 1.11, Accessibility - Paper Application

ODDS has stated that automation is a key desire of this project. What is the purpose/use case of still utilizing paper forms when these forms could be completed online or through a patient portal? Is the goal for this system to be 100% paperless?

Vendor 2

The user community for the Case Management System is varied and has diverse needs/access, so different users will have unique needs. Some have full access to technology in the current state, while others may not. It is assumed that paper applications would only apply to a subset of forms such as the "Request for Eligibility Determination." This requirement is aligned with ODHS policy and WCAG 2.2 guidelines. Vendor solutions should support both paper and electronic formats as needed.

14 Attachment H, 2.0, Account- Registration

Is ODDS referring to the registration for CME providers or for clients in the client portal for this requirement?

Vendor 2

The Agency’s priority is to ensure that CMEs and ODDS staff have access to this system. Additional access for other programs or a client portal (i.e., public access) is considered in scope for a later iteration. See requirement 9.7 and

13.8 in Attachment H for portal and role access functionality details.

15 Attachment H, 7.20, Data Governance- Data Catalog and emergency prep resources

Would ODDS share more information on what the emergency prep resources referred to are?

Vendor 2

“Emergency prep resources” represents the information used by ODDS, CMEs, and individuals/families to navigate a crisis or disaster. This information may include detailed plans, instructions, or contact information.

It is assumed that this will primarily be used by ODDS and CMEs to assist in coordinating a response.

Reference the Data Governance category in Attachment H (requirements 7.0

– 7.31) for what the Agency is looking to vendors to propose with respect to how their solutions can support tracking and identifying such information.

16 Attachment H, 8.6, Decision Support - Robo Help for IVR

Would ODDS provide more context about the need for the use of IVR. Where and in what situation would IVR be used?

Vendor 2

Interactive Voice Response (IVR) includes various benefits including accessible information, 24/7 availability, appointment reminders, language accessibility, etc. One example of how IVR will be used is with appointment reminders. This is a pain point for CMEs; at times, individuals and families will forget about scheduled meetings with CME representatives.

ODDS Case Management System RFP Amendment 1 Page 5 of 24

Q# RFP Section (Page #)

Vendor Question (Vendor #)

Response

17 Attachment H, 10.0, Documentation-DICOM Standards

Please provide a description of how DICOM images are to be used within the solution. 1. Please describe how the DICOM Images are received and utilized within the agency and the target use case for the solution? 2. Does the State already have a DICOM image store and viewer available, and the state's need is to provide a link to the images stored in the external viewer system within patient record? a. If so, please describe how these image links are provided to the state and thoughts for how. 3.

Or is the requirement to provide a DICOM image management system? a. If providing the DICOM imaging management system is a requirement, please provide the number of studies per month/year stored and the types of image modalities (Xray, MRI, Etc.)

Vendor 2

When determining eligibility for I/DD services, CMEs may collect an individual's medical records from providers. This includes include diagnostic reports, treatment records, functional assessments, educational records, and psychological evaluations. This presents a situation where the system will need to store relevant medical data. Given this requirement, it will be important that the system follow industry standards for managing and securing data.

Note: The system will not include “Critical” data, as specified by statewide policy #107-004-050, whose disclosure or corruption could be hazardous to life or health.

18 Attachment H, 1.8, Accessibility - Written and spoken indicator

Is ODDS referring to clients regarding being able to choose their preferred language?

Vendor 2

Yes, that is correct. Or the CME indicating upon enrollment the clients preferred language.

19 Attachment H, 4.27, Cloud Service -performance and user count

ODDS states that a vendor’s system should have the capability to scale to 10,000 concurrent users. What is the expected number of average concurrent users that the state will have during the first few years of the contract?

Vendor 2

See answer to Q#1.

20 Main Document - 3.2.8, Scope of Services

Does ODDS expect the vendor to provide level 1 helpdesk support, or is the state going to manage that?

If so, can ODDS provide the number of anticipated requests, tickets, or scope of the Helpdesk requirements?

Vendor 2

The Agency expects to provide the Tier 1 and Tier 2 Help Desk support for the Case Management System and to receive training from the selected vendor for that purpose. The vendor will accept and process user-reported incidents from the Agency Help Desk that require Tier 3 support. Help Desk responsibilities and criteria for defects will be finalized during contract negotiations. The Agency has no data available to estimate the number of Help Desk requests at this time.

ODDS Case Management System RFP Amendment 1 Page 6 of 24

Q# RFP Section (Page #)

Vendor Question (Vendor #)

Response

21 Main Document - 2.4.2.1.5, Scope of Services

Please provide the number and types (ie. SQL) and size of source databases, and a description of the data types (patient information) and vendor product names from which data conversion is expected. If you are unable to provide this information, please share any metrics you can.

Vendor 2

The Agency is unable to give an exact estimate of these data at this time.

There are multiple dispersed case management systems of varying complexity in use with CMEs today supporting at minimum 30,000 individuals receiving I/DD services. These systems potentially have decades of records. The Agency anticipates data conversion to be an extensive effort and the volume of records to be high.

22 Attachment H, 11.16 Integration- Native Mobile App

Can ODDS share the use case for integration with mobile device native capabilities? Noting there can be a HIPAA security concern with integrating calendars and contacts on a provider's mobile device.

Vendor 2

Mobile access in the field is a high priority requirement. In the current state, Case Managers at times will meet clients away from the office, which presents a challenge for data entry. In the future state, having the ability to schedule meetings, set reminders, and enter data while online or offline in the field will streamline processes and address known pain points.

23 Attachment H, 1.7, Interpreter Support

Can ODDS Provide a use case for when interpreter support is needed (roles and situation description)?

What is the time / frequency when the interpreter support is needed? Such as hours per month and meeting number (estimate) that interpreter support would be required? If these specific metrics are unknown, please provide any metrics that can be shared relating to volume in order for vendors to scope support and give an accurate estimate.

Vendor 2

One example of a use case is an individual or a family whose primary language is Spanish. When the Case Manager, Assessor, or Eligibility Specialist meets with the individual/family, an interpreter is needed to help them access services. This is a "non-Functional" requirement, or what can be describe as a quality of the system (e.g. Reliability, Usability, Compliance, etc.). It is intending to describe that the Case Management System should be useable when an interpreter is involved with the process of accessing services. We are looking to vendors to propose how their systems are useable and don’t create any impediments when accessing services, if an interpreter is involved.

The system will not provide interpreter services; that is not in scope for the project.

The Agency does not have metrics available to share on time and/or frequency of when an interpreter is needed.

24 Attachment H, H-1.6, H - Line 9

Can you give the estimated number of annual notifications, and the number of words per notification to be translated from the system?

Vendor 2

The Agency does not have exact estimates of these data at this time. Over 30,000 individuals receive I/DD services each year, and each individual can receive multiple notifications over the course of that year.

ODDS Case Management System RFP Amendment 1 Page 7 of 24

Q# RFP Section (Page #)

Vendor Question (Vendor #)

Response

25 RFP Schedule Will the state please consider extending the due date for RFP responses by two weeks (to April 8th)?

Vendor 3

The Agency does not wish to consider an extension at this time. The bid opening / proposal due date will remain March 25, 2024, at 8am PST.

26 Concurrent users Regarding Attachment H, Requirement IDs 4.27 and 9.7 and RFP Sections 2.2.1 and 2.4 Background:

Requirement 4.27 in Attachment H indicates the system shall be capable of supporting 10,000 concurrent state users at any time. Section 2.4 in the RFP indicates the system will be accessed by CME users, while Section

2.2.1 of the RFP (Definitions) indicates that Community Development Disability Programs (CDDPs) and Support Services Brokerages will use the case management system and are both considered CMEs. We believe CME users and ODDS users represent all “internal” case management users (i.e., behind the Oregon firewall).

Separate from these internal users are those accessing the system via a publicly accessible portal, which is described in Requirement 9.7 of Attachment H. This portal supports Oregonians with I/DD, their families, caregivers, and consumers. Our question is, at peak, how many of these 10,000 concurrent users would be accessing the system as “internal users” and how many would be accessing via the public facing portal? This mix is important for system sizing.

Vendor 3

The Agency currently estimates there are at minimum 5,000 daily users that support at minimum 30,000 individuals receiving I/DD services. Per requirement 4.27 in Attachment H, the solution shall be capable of supporting approximately 10,000 concurrent users at any given time.

Both CDDPs and Brokerages are both considered CMEs. The Agency’s priority is to ensure that CMEs and ODDS staff have access to this system. Additional access for other programs or a client portal (i.e., public access) is considered in scope for a later iteration. See requirement 9.7 and 13.8 in Attachment H for portal and role access functionality details.

The Agency does not currently have an estimate for the number of users that would access a client portal. However, ODDS manages a program that serves over 30,000 individuals with I/DD across the state, and the number of I/DD individuals requiring services is expected to grow in future years. It is important that this solution can scale to meet demand.

ODDS Case Management System RFP Amendment 1 Page 8 of 24

Q# RFP Section (Page #)

Vendor Question (Vendor #)

Response

27 Supported languages Regarding Attachment H, Requirement ID 1.6 This requirement indicates a need to support nine (9) languages. May we assume the requirement to support nine languages is for correspondence with constituents (i.e., letters, email to Oregonians with I/DD, their families, caregivers, and consumers), or is this a requirement for system screens? If for system screens, is it limited to external portal screens for Oregonians with I/DD, their families, caregivers, and consumers?

Vendor 3

Requirement 1.6 in Attachment H is a high priority. It is important for the solution to support the nine languages as there are individuals and families with different needs. The Agency would like to see capabilities vendors offer in supporting translations including how language appears on screen and in written documents. It is fair to assume that there will be a practical discussion between the Agency and the vendor about how this will be implemented in its entirety as the system is rolled out.

28 Estimated project timeline

Regarding RFP Section 2.3.4 This sentence indicates that ODDS is anticipating a roughly 9–12-month DDI project (project start in Q3 of 2024, with final acceptance in Q2 2025). If the vendor estimates the DDI project to last more than 12 months, will the vendor be disqualified?

Vendor 3

RFP section 2.3.4, Project Timeline, describes the Agency’s estimated project timeline to implement the Case Management System as informed by the resource and solution analysis phase. However, per RFP section 3.2.8, Scope of Services, the Agency is seeking proposals from vendors including project timeline. This is a scored section, and the Agency encourages vendors to propose the realistic timeline required to implement their solution. Vendors will not be disqualified for proposing a different timeline from the Agency’s estimate.

29 Maintenance and Support services

Regarding RFP Section 2.4.2.1.5, first bullet on page 17 The last sentence indicates that Maintenance and Support services must include functionality upgrades, enhancements, and the application of updates to underlying technology. Please confirm that the State is not expecting Help Desk (Level 1-2) support to users (e.g., password resets, general questions about the system). We are assuming that the state will provide Help Desk service to users.

Vendor 3

See Q#20 for the Agency’s expectations related to Help Desk support from vendors.

ODDS Case Management System RFP Amendment 1 Page 9 of 24

Q# RFP Section (Page #)

Vendor Question (Vendor #)

Response

30 Integrated document management

Regarding Attachment H, Requirements in Sections 10 and 11 Section 10 describes a need for “integrated document management” within the case management system, while Section 11 identifies a need to integrate with an Enterprise Content Management system (like Laserfiche). Are both methods for document management required?

Vendor 3

The primary need is for users to be able to search, organize, collaborate, edit, and manage documents. Requirements 10.2, 10.3, 10.5. 10.6, 10.7, and 10.10

– 10.14 are related to document management, and requirement 11.19 is related to content management.

31 Work samples Regarding RFP Section 3.2.4, last sentence on page 22 This sentence indicates the “Proposer shall submit work samples for two (2) projects within the last five (5) years that are similar to the scope of this RFP”. Is the state looking for project descriptions or a white paper for these projects as “work samples”, or actual project documentation (e.g., test plans, sprints) as “work samples”? If the latter, can the state specify specific work samples it is requesting?

Vendor 3

The Agency is looking for vendors to include work samples that they feel accurately represent the capabilities of their solutions and approach to the project. The Agency will defer to vendor preference on which samples most effectively communicate solution capabilities.

32 Project Manager expectations

Regarding RFP Section 3.2.6.1, page 23 Expectations of the vendor Project Manager. This section indicates the “Contractor shall designate a Project Manager as a Key Person for the Services. The Project Manager shall be familiar with Agency’s business operations and objectives.” Is it the state’s expectation that the vendor Project Manager learn about the Agency’s business operations and objectives at the beginning of the project, or already have such experience within the agency before starting the project?

Vendor 3

The Agency is looking for vendors to propose a Project Manager in alignment with RFP section 3.2.6.1, and to indicate that individual’s roles and responsibilities within the vendor’s staffing plan (RFP section 3.2.6). The Agency will evaluate proposed Project Managers based on their relevant experience and skills, including but not limited to experience with the Agency or similar agencies.

ODDS Case Management System RFP Amendment 1 Page 10 of 24

Q# RFP Section (Page #)

Vendor Question (Vendor #)

Response

33 Accessibility -interpreter support

Regarding Attachment H, Requirement ID 1.7.

Background: Requirement 1.7 in Attachment H indicates the solution shall support provide interpreter support and facilitate communication between different languages. This shall include real-time communication via video calls, meetings, customer support interactions , and spoken communication. Our question is, Is this referring to the need for the vendor to provider interpreter services for all designated languages?

Vendor 3

See answer to Q#23.

34 General question about the project

Is CMS a part of this effort?

Vendor 4

The Centers for Medicare and Medicaid Services (CMS) is a partner with ODDS on this project.

35 General question about the project

Will the system need to be certified by CMS?

Vendor 4

As a partner with ODDS on this project, CMS is a required approver of the solution vendor contract and the case management system.

36 General question about the project

Will there be IVV, certification support, or any other technical assistance procured in support of this initiative?

Vendor 4

The Agency has already procured an independent quality management services (iQMS) vendor. The iQMS vendor will provide risk assessment and QA/QC services for the duration of the project.

37 Attachment H - Requirement ID #1.10

Please provide an example of how the vendor should satisfy the Braille accessibility requirement.

Vendor 5

Individuals and families complete various documents when they apply for services. This can include the “Request for Eligibility Determination” or “Individual Support Plan”. Braille accessibility for these documents is an example of how a vendor could satisfy this requirement.

38 Attachment H - Requirement ID #2.0

Can you please clarify what you mean by "account"? Are you referring to a user account?

Vendor 5

“Account” refers to a user’s individual profile or identify within an application.

It includes personal information, authentication credentials such as username and password, and associated settings or preferences.

ODDS Case Management System RFP Amendment 1 Page 11 of 24

Q# RFP Section (Page #)

Vendor Question (Vendor #)

Response

39 Attachment H - Requirement ID #11.20

Will APD, SSP, I/DD, OHA programs be using the solution to send and receive referrals (and can use the built in Referral/IDF search options)? Or will this require an external interface?

Vendor 5

The priority is tracking referrals within the I/DD program, which is primarily from CME to CME. Referral tracking across programs (APD, SSP, OHA, etc.)

may be part of a future phase conducted under a separate procurement.

40 Attachment H - Requirement ID #14.25

Is the kanban view required for development purposes, or for users?

Vendor 5

The Kanban view is intended to be accessible for users of this system to support workload management.

41 2.4.1.2 Narrative - Solution Requirements -i

Could you please provide additional description including the types of data that the provider directory will maintain and exchange?

Vendor 5

See requirement 8.10 in Attachment H for more detail. It is important to note that the Case Management System will not be the system of record for provider data. Instead, the Case Management System will integrate with an internally managed system that houses provider data. This will be the foundation for achieving requirement 8.10.

42 RFP - Section 4.13.6 RFP Section 4.13.6 provides that proposers progressing to a subsequent round may be invited to participate in contract redline exercises as to the Sample Contract.

And the redlines may be scored. The “Contract Negotiation” Clause (Page 44 of 46) states that proposer must note exceptions to the Sample Contract at the time of Question and Answer, and further states that following selection certain listed provisions are negotiable. It is not clear how these various statements are intended to work together. Is the intent that the vendor must identify at Q and A only proposed exceptions that fall outside the provisions subject to negotiation after award? Or all exceptions even to those that are subject to negotiation after award?

Vendor 5

“4.13.6” is a typo embedded in paragraph 4.15.5. Paragraph 4.15.5 is part of Section 4.15, Additional Rounds, describing contract redlines as a potential criterion to use for future evaluation rounds. This answer, therefore, regards the context of Paragraph 4.15.5.

There is no intent for only those exceptions identified in response to RFP Section 5.4.1 to be the only negotiable parameters for the final contract. At most those exceptions would identify whether an appropriate set of sample contract terms were provided to address the scope described in the RFP. The exception requests received in response to RFP Section 5.4.1 fall within the negotiable contract parameters for the RFP’s project scope and sample contract terms, and therefore an amendment to change the sample contract is not warranted.

ODDS Case Management System RFP Amendment 1 Page 12 of 24

Q# RFP Section (Page #)

Vendor Question (Vendor #)

Response

43 Attachment H – Solution Requirements

Requirement ID # 1.6 Accessibility - Translations

Translation of multiple languages between internal system screens, websites, and documentation may require different solutions. To meet Oregon’s required branding and policies, there may be a need to translate content manually. Please confirm if ODDS requires this feature for the initial go-live and if ODDS is prepared to support this effort to ensure it meets the State’s requirements.

Will ODDS be open to utilizing external translation services?

Vendor 6

See Q#27 for details about supported language requirements. See Q#33 for details about translation requirements. The associated requirements in Attachment H, 1.6 and 1.7, are both high priority and must be included as part of the Case Management System. The Agency is looking to vendors to propose how best to meet these requirements.

44 Attachment H – Solution Requirements

Requirement ID # 4.27 Cloud Service - Performance and user count

Please elaborate on different user groups and roles.

How many users will be State employed users?

How many Case Managers?

How many Service Rendering Provider users?

Vendor 6

See answers above to Q#1 and #26 for details about user groups. Also, see requirement 4.27 in Attachment H for details about concurrent user groups.

45 Attachment H – Solution Requirements

Requirement ID # 5.2 Customer Support - Training for certifications

This requirement seems to imply a need for a Learning Management System (LMS) and Provider Certification.

This would be a significant project on top of the Case Management solution. Could you please elaborate and confirm if ODDS is seeking an LMS and Certification solution as part of this case management RFP?

Vendor 6

Requirement 5.2 is to provide access to training materials for CME and ODDS representatives within the system. The intent is to ensure that all users have real-time access to training materials related to their respective roles and the system.

The Agency is not seeking an LMS or Provider Certification solution as part of this RFP. ODDS already has an LMS (Workday), and a project to implement a comprehensive Provider Enrollment and Maintenance System is in process.

46 Attachment H – Solution Requirements

Requirement ID # 7.0 Data Governance - Management

Each State has their own policies and procedures, which would need to come from the State. Could you elaborate on the vendor's responsibility for this requirement? Is the State of Oregon and ODDS asking the vendor to develop the stated policies and procedures or assist the State with creating them?

Vendor 6

Data governance will be led by the Agency, and the vendor is expected to collaborate and align with the determined data governance structure. It is expected that the vendor will support the Agency with data governance and management given that the Case Management System will represent the source of truth for a significant volume of data.

ODDS Case Management System RFP Amendment 1 Page 13 of 24

Q# RFP Section (Page #)

Vendor Question (Vendor #)

Response

47 Attachment H – Solution Requirements

Requirement ID # 10.15 Documentation - Collaboration and storage platforms

Is ODDS open to alternative storage platforms such as Microsoft SharePoint for more seamless integration?

Vendor 6

The Agency is open to vendor proposals. If a vendor would like to use storage space that is owned and controlled by the Agency such as SharePoint, it can be considered, but the Agency does not want to be limited by Microsoft SharePoint as a platform for storing data related to the Case Management System.

48 Attachment H – Solution Requirements

Requirement ID # 11.12 Integration - MMIS

Please confirm if all providers will be utilizing the Case Management system for ODDS for Claims billing?

Is ODDS already registered as a Trading Partner with

MMIS?

Will providers submit any claims to a clearing house?

Could you please elaborate on the volume and frequency of claims transactions?

Vendor 6

Claims transactions are not in scope for the Case Management System. See Q#7 for requirements related to integrations for billing data.

ODDS is registered as a trading partner with the Medicaid Management Information System (MMIS) and can process claims transactions.

49 Attachment H – Solution Requirements

Requirement ID # 11.13 Integration - ONE Eligibility

Please confirm if the ONE Eligibility application already possesses a modern API that can be integrated with or if any part of this will be a batch process, such as X12 transactions (270/271).

Vendor 6

The Agency expects the vendor’s solution to support both API and batch processing. The ONE Eligibility System possesses modern APIs for sharing data, for example demographics, contact information, and Medicaid eligibility.

Information about the ONE Eligibility System:

https://www.oregon.gov/odhs/agency/pages/oep-one-system.aspx

50 Attachment H – Solution Requirements

Requirement ID # 11.14 Integration - CAM

Please confirm if the CAM application already possesses a modern API that can be integrated with it or if any part of the integration will be a batch- or file-based process.

Vendor 6

See Q#49 for vendor expectations related to APIs and batch processing. The CAM system possesses modern APIs.

https://www.oregon.gov/odhs/agency/pages/oep-one-system.aspx

ODDS Case Management System RFP Amendment 1 Page 14 of 24

Q# RFP Section (Page #)

Vendor Question (Vendor #)

Response

51 RFP Document

Section 2.3.4 – Project Timeline (Page 10-11)

What are the features or module expectations for Iteration 1 Go-Live, Iteration 2 and Iteration 3? Please elaborate if ODDS is planning for a phased system rollout and what would the phases consist of.

Vendor 6

The Agency is seeking an agile/iterative solution delivery approach. Within those guidelines, the Agency is looking to vendors to propose a phases system rollout.

Below is the Agency’s initial prioritization, organized into the three referenced iterations. However, this exercise is not final, and vendors can propose alternative iterative approaches to a phased system rollout.

• Iteration #1: Launch a minimum viable product that is accessible to ODDS and CME users. Support case management processes as defined in requirements 14.38 – 14.42. Provide access to accessibility, account, collaboration, cloud service, customer support, design, documentation, reporting, role access, and workflow requirements, as categorized in Attachment H.

• Iteration #2: Implement dashboard, data governance, design, reporting, role access, and workflow requirements, as categorized in Attachment H.

• Iteration #3: Implement data governance, design, integration, reporting, role access, and workflow requirements, as categorized in Attachment H.

52 RFP Document

Section 3.2.8 – Scope of Services (Page 25)

Data Migration: Please elaborate on the current data structure and database that data resides in. Does the data reside in one location, or will the vendor need to aggregate data from each of the 40+ CMEs individually?

Please elaborate on whether ODDS will aggregate data and conduct any data deduplication and cleansing efforts or if this will be the vendor’s responsibility.

Vendor 6

In the current state, data is dispersed across 40+ CMEs, who utilize separate case management systems of varying complexity, and several internal state systems (for example, eXPRS and CAM). The selected vendor will need to provide support in aggregating the data across these systems. The Agency is unable to give exact estimates at this time, but the volume of data is expected to be high.

ODDS Case Management System RFP Amendment 1 Page 15 of 24

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53 RFP General Given this significant business transformation and the number of stakeholders impacted, do ODHS and ODDS have a plan and strategy around Organizational Change Management? Is there going to be a team dedicated to this effort? Please elaborate on whether the Vendor should include this effort in the proposal response.

Vendor 6

The Agency has an internal Organizational Change Management (OCM) team that is leading the strategy, planning, and execution of OCM activities designed to support the statewide business transformation. The vendor will be expected to support OCM activities, as needed, but there is no need to include this effort in the proposal response.

54 RFP General Is there a requirement to submit a Letter of Intent?

Vendor 6

There is no requirement to submit a Letter of Intent. However, an informal courtesy email to the RFPs Single Point of Contact (SPC) stating your intention to submit a proposal by the Bid Opening deadline would be appreciated.

55 RFP General Is the expected go-live date of this system firm, or are you looking for the vendor to provide you with a go-live date based on historical implementations of this size?

Vendor 6

The go-live data of the Case Management System is estimated based on the current information available, but it is not firm. See answer to Q#28 for response requirements related to the vendor’s proposed implementation timeline.

56 RFP General Please describe the level of involvement of the EIS group. Specifically, will they be responsible for owning the process of creating the necessary environments on the cloud platform for our team?

Vendor 6

Enterprise Information Services (EIS) has two teams involved in this project.

Project Portfolio Performance (P3), which is responsible for project oversight and portfolio management, and Cyber Security Services (CSS), which is responsible for enterprise security policy, security monitoring, incident response, and enterprise security architecture. Neither P3 nor CSS are responsible for creating environments on the cloud platform.

The ODHS Office of Information Services (OIS) will be responsible for supporting environment creation, maintenance, and cloud platform architecture through direct collaboration with the selected vendor.

ODDS Case Management System RFP Amendment 1 Page 16 of 24

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57 RFP General Can you provide an expected Oregon project organizational structure for this project? This should include 3rd party IQMS resources as well as any external State resources who may be used during the system rollout. Will there be dedicated Business Analysts and Subject Matter Experts supporting the project?

Vendor 6

The Case Management System project organizational structure is as follows:

• Oversight (CMS, DOJ, EIS, LFO, iQMS, etc.)

• ODDS Executive Sponsor (Chief Operations Officer)

• Steering Committees (Executive and Working, both containing ODDS and CME representation)

• ODDS Project Manager

• OIS Project Advisor and OIS Project Manager

• ODDS Project Team (Business Analysts, OCM Analysts, System

Trainers, Project Coordinators, etc.)

• Vendor Project Team (TBD)

• Other (stakeholders identified as needed)

58 Solution Requirements 4.27

If there will be "approximately 10,000 concurrent State users" (Solution Requirements 4.27), do you have a sense of total # of users that might need access to the system across a given year?

Vendor 7

See answer to Q#1 for details about expected system users.

59 Can you offer any type of insight around loose expectations of varying user access for the "approximate 10,000 concurrent State users" (Solution Requirements 4.27)? i.e., how many will need a type of administrative system access vs. standard user access vs. limited user access vs. free portal user access?

Vendor 7

See answer to Q#1 for details about expected system users. The expectation is that most users will require standard access, but administrative system access will need to scale along with the user count.

See answer to Q#4 for details about the client portal.

60 There are many references in this RFP that mention or allude to strong desire for a Software-as-a-Service (“SaaS”) or Commercial-off-the-Shelf (“COTS”) system

(pg. 4, Introduction 1.1) but then there are also multiple items that hint at desire for a ground-up, fully-customized system (Attachment H 4.33 - 4.37 for instance). Can you offer any clarity around which of these two types of systems ODDS is looking for?

Vendor 7

The solution must be implemented using cloud technology and support multi-tenancy capabilities, such as SaaS or COTS, and have the ability to configure capabilities to the needs of the State. For the purposes of this RFP, SaaS refers to a subscription-based services model, and COTS refers to a packaged or canned software that can be configured to the needs of the State. This RFP is only for solutions that are hosted in the cloud, not hosted on premise. The Agency is open to proposals for both SaaS and COTS solutions and will select the solution that best meets the needs of the Agency. Proposals for a fully customized system developed from the ground up will not be considered.

ODDS Case Management System RFP Amendment 1 Page 17 of 24

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61 For data migration (pg. 25, Scope of Services 3.2.8), how many systems is the data stored in now, and how many approximate tables, columns and rows exist today?

Vendor 7

See answer to Q#52 for details about data migration.

62 With a focus on page 8 of 40 in the RFP meeting compliance with Medicaid Rule and timelines, is this system eligible for Medicaid matching from the feds for development?

Vendor 8

See answer to Q#34 and OBQ#35 for details about Centers for Medicare and Medicaid Systems (CMS) involvement in this project.

63 Is there any flexibility on the one year implementation timeline? What do you see being entailed for additional two years allowed for the contract?

Vendor 8

See answer to Q#28 for details about implementation timeline flexibility and vendor response requirements. The additional contract years will be dedicated to completing additional phases and Maintenance and Operations support.

64 Please provide more details on the team that the state will provide to help the vendor achieve the one year implementation, as well as the assistance provided from the QA team focused on Medicaid?

Vendor 8

See answer to #57 for the project’s organizational structure. The QA team has dedicated subject matter experts to the Executive Steering Committee and Working Steering Committee, but they do not have full-time staff on the project.

65 Please provide a detailed number by role and usage level of the users will have for this solution?

Vendor 8

See answer to Q#1 for concurrent user estimates. See requirement #13.0 in Attachment H for details about role access and user roles.

66 Please provide more details on the legacy systems and amount of data that will need to be migrated during the decommission of their legacy systems? What, specifically, are these systems if not listed and what are they built on? Will any remain or will all be retired? If some remain, is there an expectation of integration?

Vendor 8

See answer to Q#61. The vendor will support data migration from legacy systems into the Case Management System. After the new Case Management System is fully live, it is assumed that CMEs will no longer use their legacy systems and will transition to the new system.

ODDS Case Management System RFP Amendment 1 Page 18 of 24

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67 Please provide more details on the solutions used by the CMEs and if their data will also need to be migrated or connected?

Vendor 8

See answer to Q#3 for information about the current state of CME managed systems.

68 Which legacy systems will be kept and connected to the new solution (e.g., will the Express Payment & Reporting System be kept and connected or replaced?)?

Vendor 8

See requirements 11.11 – 11.15 in Attachment H. The Agency anticipates that several integrations will be required, and the Agency will need the capability to support both one-way and two-way integrations.

69 Please provide a graphic(s) detailing workflows of the pieces and processes mentioned in the RFP?

Vendor 8

See Attachment I, Features Diagram, for a high-level overview of the intended outcomes for the new Case Management System, the people impacted by the new system, the processes impacted, and the key features that will be considered for supporting users of the new system.

70 Is Change Enablement (Organizational Change Management - OCM) in scope for this engagement?

Vendor 8

See answer to Q#53 for details about OCM-related scope.

71 In the RFP on page 4 of 40 you share “the contract is anticipated to be three years with options to renew. On the pre-proposal call a 5-year term was mentioned. And on page 11 of 40 your graphic shows a one-year implementation timeline. Is there any flexibility on the one-year implementation timeline, and what does the state foresee being entailed for the possible additional two to four years for the contract?

Vendor 8

See answer to Q#28 for details about implementation timeline flexibility. See answer to Q#63 for details about additional contract years. The Agency will enter into contract negotiations with the selected vendor after the Intent to Award is published.

72 Please provide more details on the team that the state will provide to help the vendor achieve the intended one-year implementation, as well as possible assistance provided from the QA team focused on Medicaid?

Vendor 8

This question is a duplicate of Q#64.

ODDS Case Management System RFP Amendment 1 Page 19 of 24

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73 Line 186, requirement ID# 11.11, in Attachment H, states “the solution may [need to] support 5,000 current users daily”, to affordably price technology, can you please provide a detailed number, possibly by department/entity, role and usage level, of the users that will utilize the solution?

Vendor 8

See answer to Q#1 for concurrent user estimates. See requirement 13.0 in Attachment H for details about role access and user roles.

74 Can you provide more details on the solutions used by the CMEs and if their data will also need to be migrated or connected?

Vendor 8

This question is a duplicate of Q#67.

75 Which legacy systems will be kept and connected to the new solution (e.g., will the Express Payment & Reporting System be kept and connected or replaced?)?

Vendor 8

This question is a duplicate of Q#68.

76 Can you provide a graphic(s) detailing workflows of the pieces and processes mentioned in the RFP?

Vendor 8

This question is a duplicate of Q#69.

77 Does the state have an existing LMS license that training can be built on, or should the vendor price an LMS solution to best manage the training and certification efforts?

Vendor 8

See answer to Q#45 for information about the Agency’s existing LMS (Workday) and the in-process provider certification system (Provider Enrollment and Maintenance System).

ODDS Case Management System RFP Amendment 1 Page 20 of 24

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78 According to the instructions in Tab 1 of Attachment H, in order to select "Currently Exists" from the drop-down menu, you request “that the functionality described by the requirement currently exists in the Proposer's solution and is in successful public entity production environment.” Can you please define what equates to a “successful public entity production environment”?

Vendor 8

The “Currently Exist” instruction is in reference to whether the proposer’s solution currently includes the functionality necessary to meet the requirement. The term “public entity production environment” simply refers to a production environment with potential access to the user roles described in this RFP, notably requirement 13.0.

79 Line 146, requirement ID# 10.0, in Attachment H shares “the solution must adhere to Digital Imaging and Communications in Medicine standards for imaging. Can the state please provide specifics or a link to document the standards you seek to be met?

Vendor 8

See answer to Q#17 for details related to DICOM standards.

80 Line 150, requirement ID# 10.4, in Attachment H, requires the solution support scanning document and or images, which ServiceNow can support through DocIntel OCR functionality to extract scanned documents/images and prepare the extracted data for review. Can you clarify if there are specific other needs regarding this functionality?

Vendor 8

There are no other needs regarding requirement 10.4. The purpose is to describe the need for users to be able to scan paper documents that can then be saved and stored within the Case Management System.

ODDS Case Management System RFP Amendment 1 Page 21 of 24

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81 2.3.2 Project Overview and Background (pg. 8), Attachment H Item 9.7 Design Portal

In 2.3.2 Project Overview and Background (pg. 8), in addition to supporting the needs of ODDS employees, the system also needs to support forty-five contractors across the state, and Attachment H Item 9.7 Design Portal refers to Oregonians with I/DD and their families needing to access the system.

• Can the state provide an estimate of:

o the total number of state users?

o the total number of provider users?

o the total…