RFR Exhibit I - Current Process Flow.docx

29 KB Posted

Attached to
Provide culturally and linguistically support for Readability and Usability
Solicitation number
BD-25-1175-1175C-1175L-127564
Issued by
Massachusetts

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Written by GovTribe AI ·

This document is a process flow exhibit for the Massachusetts Health Connector, outlining the vendor management procedures for document services. The Health Connector internally develops and updates documents, which are then submitted to a vendor via SharePoint for one or more service types: editing, translation, plain language review, readability assessment, accessibility review, or graphic design. The Health Connector maintains a tracking system that records submission date and time, document description, request type, turnaround priority (normal or expedited), and an assigned reference number. The vendor provides a timeframe estimate consistent with existing Service Level Agreements, with urgent requests receiving expedited processing with Health Connector-specified deadlines. Documents are delivered via SharePoint with email notification, reviewed by the Health Connector for accuracy and message appropriateness, and updated as necessary through email communication or scheduled meetings to address new project or business needs.

The vendor maintains a stored repository library of documents for reference purposes. Service Level Agreement timeframes commence when the vendor receives documents, whether original requests or edited versions. The Health Connector tracks both submission and receipt dates and times, and updates the tracking system upon document finalization. Additional updates are coordinated between the Health Connector and vendor as needed, with the Health Connector potentially scheduling meetings to explain new projects or business requirements and ensure alignment on deliverables and timelines.

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RFR EXHIBIT I – CURRENT PROCESS FLOW

Current Process Flow

· Health Connector internally develops new document(s)/copy, or updates existing copy as necessary

· Draft material is delivered via SharePoint to the vendor for one of the following type(s) of requests; if the request is urgent, the vendor is notified that it requires expedited turnaround upon delivery:

· Editing

· Translation

· Plain language

· Readability (optional)

· Accessibility

· Graphic Design

· The Health Connector begins the tracking of the document to the vendor. Information on the tracker includes:

· Date and time submitted to the vendor*

· Description of document (example: Notice about Open Enrollment)

· What type of request

· Normal turnaround or expedited turnaround

· A Health Connector assigned reference number

· Health Connector receives document from vendor and tracks date and time received. Health Connector reviews the updated document(s) from the vendor and approves the final content

· Health Connector delivers via SharePoint the final copy to vendor, and emails the vendor with notice, explanation of edits from the review and requests an estimate for return. *

· The Health Connector will inform the vendor if this is an urgent request and request a specific timeframe for the document to be returned.

· The Health Connector will update the tracker.

· Vendor provides timeframe estimate, consistent with existing SLAs

· Vendor delivers final document(s) placed in SharePoint and email notification to the Health Connector to review the document(s).

· Health Connector reviews delivered document(s) to ensure accuracy of the message/information to the Health Connectors members.

· The Health Connector will update tracker with finalized date.

· If additional updates are required, Health Connector reviews with vendor via email to get updates made.

· In some instances, the Health Connector may need to schedule a meeting time with the vendor to explain new project or business needs.

· The vendor keeps a library of documents in a stored repository as a point of reference.

* SLA timeframe begins when vendor receives document (original request and edited versions)

File details come from the government source that posted it. Updated .