Technology and Support Services RFR Final.docx

THE COMMONWEALTH OF MASSACHUSETTS

Executive Office of Health and Human Services Massachusetts Rehabilitation Commission

600 Washington Street, Boston, Massachusetts

Request for Response (RFR)

Document Title: MRC Technology and Support Services RFR

COMMBUYS Bid#: BD-22-1071-AO-02021-72160

Agency Document Number: MRCTech-Supp 22

Please Note: This is a single document associated with a complete Bid (also referred to as Solicitation) that can be found on COMMBUYS (www.COMMBUYS.com). All Bidders are responsible for reviewing and adhering to all information, forms and requirements for the entire Bid, which are all incorporated into the Bid. Bidders may also contact the COMMBUYS Helpdesk at COMMBUYS@state.ma.us or the COMMBUYS Helpline at 1-888-MA-STATE. The Helpline is staffed from 8:00 AM to 5:00 PM Monday through Friday Eastern Standard or Daylight time, as applicable, except on federal, state and Suffolk county holidays.

RFR MRCTech-Supp 22 - 2022

Boston, MA 02111

Procurement Contacts:

Jessica.Cimini@mass.gov and Mary.Otiato2@mass.gov

Procurement Questions:

Questions must be posted on COMMBUYS by:

March 18, 2022 by 4:00 pm

Responses to the questions received via COMMBUYS or during the Bidder’s Conference will be posted on COMMBUYS no later than March 28, 2022

March 15, 2022 at 2:00pm

Virtual meeting: Zoom https://massrehabcommission.zoom.us/j/5233343130?pwd=N1B6R0VPLzhheGc3WjA1YmhvUnVBdz09&from=addon Meeting ID: 523 334 3130 Passcode: 765487

Phone Number:

COMMBUYS Helpdesk #: 1-888-627-8283 (8am - 5pm ET Monday - Friday)

Awarded bidders will be added to the list of qualified providers

April 25, 2022 by 4:00 pm in COMMBUYS. Deadline is based on the time according to the COMMBUYS system.

Estimated Procurement Calendar:

Bidder’s Teleconference

Deadline for Submission of Questions through COMMBUYS “Bid Q&A”

Official Answers for Bid Q&A published

Deadline for Quotes/Bid Responses

Negotiations (Estimated)

May 18 - June 15, 2022

Estimated Contract Start Date *subject to the availability of funds.

Bidders are required to monitor COMMBUYS for changes to the procurement calendar for this Bid.

ACQUISITION METHOD

MRC will issue Master Agreement contracts to vendors who meet minimum scoring requirements. The Master Agreement will provide durational eligibility to potentially be used by MRC during the allowable life of the procurement. If MRC funds particular vendors, payment will be based on cost reimbursement. This is a rolling RFR throughout the duration of the contract period. All provision of equipment and support services will be authorized by MRC for each consumer, through a Contract Order system.

SINGLE OR MULTIPLE CONTRACTS

Multiple providers will be qualified. As stated above, this is a rolling RFR. Providers may choose to submit bids for one or more regions. For providers wishing to start as of July 1, 2022, responses are due no later than April 25, 2022 by 4:00 pm.

SINGLE OR MULTIPLE DEPARTMENT PARTICIPATION

ANTICIPATED DURATION OF CONTRACT AND ANY RENEWAL OPTIONS

Anticipated Initial Contract Duration: July 1, 2022 – June 30, 2025 Renewal Options: Two (2) one (1) year options to renew Total Maximum Contract Duration: July 1, 2022 – June 30, 2027

* Start date may change depending on RSA Prior Approval

MRC also reserves the right to amend this contract if needed.

ANTICIPATED EXPENDITURES, FUNDING OR COMPENSATION FOR EXPECTED DURATION

The amounts indicated are estimates. Contract amounts during any contract period are subject to a selected Bidder’s response, and may increase or decrease based upon contract negotiation, performance, appropriation, and/or the availability of funds.

Estimated Total Annual Funds: $1Million annually

Will Federal funds be used to fund this contract?

APPLICABLE PROCUREMENT LAW

MGL c. 7, § 22; c. 30, § 51, § 52; 801 CMR 21.00

I. DESCRIPTION AND PURPOSE OF PROCUREMENT

Massachusetts Rehabilitation Commission (MRC) MRC is a state agency dedicated to helping individuals with disabilities live and work independently. MRC provides comprehensive services to people with disabilities to maximize their quality of life and social and economic self-sufficiency. MRC employs approximately 760 individuals across three divisions who serve over 128,000 consumers across Massachusetts, providing supports that include vocational counseling, training and employment supports, job placement, benefits counseling, independent living supports, assistive technology, home modification, brain injury services, and home care assistance. Services are provided through three divisions: Vocational Rehabilitation (VR), Community Living (CL), and Disability Determination Services (DDS).

Together with stakeholders, partners, and allies, the Massachusetts Rehabilitation Commission (MRC) works to expand what’s possible in the lives of people with disabilities. We collaborate, problem-solve, innovate, and bring about a better Massachusetts for everyone – one that is truly equitable, accessible, and inclusive. MRC provides services that break down barriers and empower people with disabilities to live life on their own terms. Our programs focus on vocational rehabilitation, community living, and disability determination for federal benefit programs. We are change agents and community builders. And we put the people we serve at the heart of everything we do. For too long, people with disabilities have faced social and physical barriers in their path to independence and self-determination. But we cannot reach our true potential unless everyone can participate fully and contribute their talent, will, and ingenuity. Inclusivity is good for society, good for business, good for our culture. When we break down barriers, we make life better for all.

The MRC Vocational Rehabilitation Division (MRC/VR) is a federal and state partnership designed to assist eligible individuals with significant physical, cognitive, intellectual or mental health disabilities attain part or full-time employment in the community. The MRC/VR program provides a wide range of services necessary for eligible individuals to attain or retain gainful employment.

The MRC Community Living Division (MRC/CL) has a wide variety of programs and services that meet the diverse needs of individuals with significant disabilities which enable them to live independently. The purchase of any such program and services is subject to the procurement rules and regulations of the Commonwealth of Massachusetts. These programs are anticipated to utilize qualified vendors under this procurement. The procurement is open to any MRC program.

The Massachusetts Rehabilitation Commission (MRC) is issuing a new Computer Technology and Support Services procurement to support eligible Consumers in MRC/VR and MRC/CL programs.

MRC is issuing this RFR to solicit proposals from qualified bidders interested in assessing technology needs, providing computer technology, primarily personal computers and other peripheral equipment, and services to orient and train the recipient to the technology. This procurement will be used to secure providers to provide Technology and Support Services to individuals with disabilities who are eligible for MRC/VR and MRC/CL services with a broad range of disabilities from across the Commonwealth (hereafter referred to as consumers). Providers selected through this RFR will provide the above-mentioned assessment, technology and orientation/training services to assist individuals with disabilities to maximize their ability to carry out specific tasks using the technology to live independently in the community and/or achieve their employment goals. Provision of technology will include delivery to consumer’s homes and when needed, retrieval of unused equipment and redeployment if appropriate.

If MRC decides to have additional types of consumers served under this RFR, depending on the circumstances, MRC may directly contract with vendors qualified under this RFR as needed. Multiple contracts may be issued, focusing on specific groupings of consumers. Alternatively, if MRC recognizes a need that has requirements not specifically sufficiently addressed in the existing RFR, MRC may opt to issue a Request for Quotes under this RFR to further qualify vendors as to the specific, more isolated need and then issue a contract.

This RFR is also open to usage related to special funding and/or time sensitive projects that are related to the American Rescue Plan Act (ARPA) or any future initiatives. The MRC/CL Program is tasked with providing the American Rescue Plan Act (ARPA) funded Supporting Independence for Consumers project to eligible MRC consumers. This RFR will include the ARPA-funded Supporting Independence for Consumers. The Supporting Independence for Consumers funding will be available for a limited time and is unlikely to be extended. The Supporting Independence for Consumers Project focus is on providing technology, training and support across the Commonwealth to individuals in need who are either receiving services through the Massachusetts Rehabilitation Commission or through one of their funded community programs/agencies (such as an Independent Living Center, Brain Injury Association, Aging and Disability Resource Consortium, etc.).

Any ARPA or special initiatives will not be able to exceed the allowable duration of this RFR. If the service is similar to one stated in the core of this RFR, but has a special funding component, MRC may directly contract with one or more of the successfully qualified respondents for this RFR. However, if MRC determines some additional related activities requires additional information prior to being able to contract with eligible entities under this RFR, a Request for Quote may be issued to the eligible entities under this RFR.

DEFINITIONS AND OVERVIEW

Definitions of Terms Consumer:

Massachusetts residents with disabilities seeking support to live and/or work as independently as possible who are deemed eligible for MRC Services.

Computer Technology Equipment:

Computer Technology Equipment refers primarily to a personal computer (or similar equipment) and peripheral equipment, (excluding adaptive equipment), acquired commercially, that will be used to increase employability of individuals. For a smaller number of technology recipients, due to the nature of their employment goals, Apple Products may be provided in cases when a consumer has a specified need as approved by the MRC program.

Equipment, software and ancillary items to be made available includes:

· Computers (Laptop or desktop), carrying case with laptops

· Tablets

· Printers

· Regular or large screen monitors

· Wired or wireless mouse

· Wired or wireless keyboards

· Headsets

· Microsoft Office suite software

· Service plans for equipment warranty

· Security Software packages

· Other specialty equipment and/or software as approved by MRC personnel

Cost Reimbursement A method of billing where the Commonwealth reimburse providers for costs associated with the provision of the services set forth in this RFR. Cost reimbursement billing is processed through the Commonwealth’s, Enterprise Invoice/Service Management (EIM/ESM) billing system within the Virtual Gateway. A Cost Reimbursement Invoice must be submitted electronically in EIM/ESM no later than the 15th of each month for the services rendered in the previous calendar month. Providers are required to adhere to the guidelines and training established for Cost Reimbursement contracts in EIM/ESM, including provision of supporting documentation which justifies cost of services rendered. MRC Program staff reviews and approves PRCs (Payment Request for Commodity) in EIM for all Computer Technology and Support Services Contracts.

MRC Program: When referenced, this will include both Vocational Rehabilitation and Community Living program and program staff

Technology Support Services:

Technology Support Services refers to any service that directly assists the consumer to obtain the needed Computer Technology Equipment and the provision of services to help the consumer set up the Computer Technology Equipment and utilize the equipment.

Technology Support Services include:

1. A review of basic computer proficiency for the technology needs of an individual with a disability (and recommendation for assistive technology evaluation if technology needs exceed the equipment provided by this contract)

2. Procurement and provision of Computer Technology Equipment identified as appropriate to serve the consumer’s basic computer needs

3. Delivery of the Computer Technology Equipment to the consumer’s home or workplace, either by direct shipment or personalized delivery and to include set up, based upon the needs of the consumer

4. Provision of training and/or technical assistance for the consumer, or where appropriate, the family of the consumer or others providing support to the consumer

5. Consultation or technical assistance for professionals or other individuals who provide services to or are otherwise substantially involved in the major life functions of the consumer

DESCRIPTION OF THE PROCUREMENT

Purpose of Procurement MRC provides Computer Technology Equipment to eligible consumers based upon individual need to assist in attaining their vocational or independent living goals. This procurement is seeking to contract with providers across the Commonwealth to provide Technology Assessments, Computer Technology Equipment and setup, training, and technical assistance directly to eligible MRC/VR and MRC/CL consumers. MRC is seeking a contract with providers to provide Technology Assessments and Computer Technology Equipment served by all 20 Vocational Rehabilitation offices and Community Living programs across the Commonwealth, ensuring all geographic areas of the state are covered through the procurement.

A Master agreement contract will only be authorized for vendors who attain an approved status to provide the services listed above.

General Procurement Requirements

This Request for Response (RFR) does not commit the Commonwealth of Massachusetts (Commonwealth) to pay any costs incurred in the preparation of the Bidder’s Quote or contract for products or services.

MRC reserves the right to accept or reject any and all responses received as a result of this RFR and to contract for some, all or none of the products and services described in this RFR. MRC further reserves the right to negotiate with any or all qualified Bidders and to cancel in part or in its entirety this RFR if it is in the best interest of MRC or the Commonwealth to do so.

MRC reserves the right to amend this RFR at any time prior to the date responses are due. Any such amendment will be posted to the Commonwealth’s procurement web site, COMMBUYS, at www.commbuys.com. Bidders are reminded to check the COMMBUYS site regularly, as postings to this site will be the sole method used for notification of changes as well as for any clarifications of the RFR that MRC might issue.

All Quotes and related documents submitted in response to this RFR become public records and are subject to the Massachusetts Public Records law, M.G.L. c.66, §10 and M.G.L. c.4, §7, subsection 26. Any statements in submitted Quotes that are inconsistent with these statutes will be disregarded.

All Quote submissions, regardless of whether a contract is awarded to a Bidder, become the property of MRC. MRC will not return to Bidders any Responses or materials they submit in response to this RFR.

This project will require the selected Vendor(s) to sign a Master Agreement indicating that the vendor could later be funded to provide specific services. The resulting contract would incorporate elements of this RFR as well as agreed upon provisions of the Vendor’s response.

Bidders are prohibited from communicating directly with any employee or contractor of the Agencies concerning this RFR except as specified. No other individual Commonwealth employee or representative is authorized to provide any information or respond to any question or inquiry concerning this RFR, for any purpose.

Program Summary The Commission will provide technology to consumers in MRC/VR and MRC/CL programs. The nature and extent of the services provided as well as the program consumer eligibility may differ among the 2 programs. All qualified providers may respond to the bid postings for work from any MRC Program or department.

Providers will be responsible for the provision of technology to the consumer and will order, procure, and disseminate the technology as described in this RFR. The core services for the provider includes review/assessment of basic computer proficiency, recommending, purchasing and set-up of devices, and computer use orientation/training. The core services are further described in the relevant sections of this RFR.

A pool of multiple providers will be established for this service. Applicants must indicate the geographic areas they are bidding to serve on the RFR cover page and in their proposal.

· Providers will offer a “Technical Support Center/Help Desk” that could include both virtual and an actual physical location that can provide consumers timely, professional training and technical support for their computer systems. The Support Center would also offer a specific call-in telephone line (i.e., helpdesk) that consumers could use for designated day and evening hours for technical assistance and equipment malfunction problem solving as well as a dedicated email and ticketing system. Services must have the capacity to be provided where the consumer is: most often in their home or place of employment.

Providers will have the ability to assess the consumer’s technology needs including but not limited to their ability to set up the Computer Technology Equipment in their home or workplace. Providers will also assess the consumer’s basic computer skills and this assessment will be used to plan for the level of assistance that the provider will provide the consumer to help them understand the basic operations of the Computer Technology Equipment, the internet, email, etc. This RFR is not intended to provide intensive software training or other educational services.

Upon completion of the assessment of the consumer’s technology needs, the provider will provide the referring MRC Program a recommendation regarding the Computer Technology Equipment to be provided to the consumer. This will include a summary of the equipment recommended, costs, timelines, delivery plan, and if appropriate plan for installation/set up of the equipment and recommendations for orientation/training to assist the consumer in understanding the basic use of their Computer Technology Equipment.

· Once the MRC program approves the recommended Computer Technology Equipment, delivery and support plan, the provider will provide the consumer with the requested devices and peripheral equipment in a timely manner, ideally within two weeks of the approval from the MRC Program. There may be some instances where expedited equipment is needed due to a consumer's job or program starting immediately. Providers should have a plan to accommodate these infrequent expedited needs.

· Providers will provide training and/or technical assistance, when approved, to set up the devices and provide initial training and support to utilize the provided equipment. Providers will offer a “Technical Support Center/Help Desk Support” that could include both virtual and in-person supports that can provide consumers timely, professional training and technical support for their computer systems. The Support Center would also offer a specific call-in telephone line (i.e., helpdesk) that consumers could use for designated day and evening hours for technical assistance and equipment malfunction problem solving as well as a dedicated email and ticketing system. Services must have the capacity to be provided where the consumer is: most often in their home or place of employment.

Referrals for the services Both technology and support services are authorized for a specific consumer by MRC program staff. Authorizations may include the assessment of need, provision of the Computer Technology Equipment, delivery and if needed set up and the actual training of consumer to satisfactorily utilize the technology provided toward their individual goal of employment or service plans. The provision of technology and service must be part of the individual’s Individual Plan for Employment/Service Plan and must be authorized in writing by MRC Program. Services will be authorized on a case-by-case basis.

For the purposes of this RFR, eligible consumers of the MRC/VR program will be approved for technology or services as allowed under the Rehabilitation Act. Services provided to eligible VR consumers will enable the individual to achieve an employment outcome. VR consumers receiving technology and support services will be subject to the eligibility requirements, regulations, and policies of MRC/VR program. Technology and support services for MRC consumers will be authorized by the MRC program as well. Referrals to the provider will come directly from VRCs. Technology and support services provided through this mechanism will primarily focus on supporting individuals in attaining their employment goals. Upon completion of the set-up and orientation with each consumer, it is expected that the individual will demonstrate a basic proficiency with the equipment.

Eligible consumers under the ARPA project may be approved by MRC/CL programs as allowed under program establishing authority/funding source. ARPA consumers may receive services subject to the eligibility requirements, regulations, and policies of MRC and the corresponding program.

Under the ARPA funds, the referral process will be the same for MRC/CL programs. Providers working with MRC/CL eligible consumer will be able to use a Qualtrics form to make a request for technology or services. These requests will go to the corresponding MRC/CL program to determine the need which may be indicated in the service plan. If approved these services will be added or noted in the consumers service plan. The MRC/CL staff may also make a direct referral as part of the service plan. Technology and support services provided through this mechanism will primarily focus on maintaining or improving the independence of individuals. It is expected that the individual will demonstrate a basic proficiency with the equipment after set-up.

V. Financial and Geographic Scope For contracts awarded through this RFR, MRC will provide funding for technology and support services to vendors who are able to cover Commonwealth or specific regions for each of the MRC Programs. Refer to Appendix 7 for the map and list of regions for each of the MRC Programs. Providers should indicate the programs and regions they are able to cover in their proposal cover sheet

· MRC/VR has three designated regions (North, South and West Districts). Each is comprised of multiple Area Offices which serve numerous towns. Providers should indicate the regions that they propose to serve in their narrative. Please note, it is the expectation that providers will provide services to all area offices within the regions and all towns aligned with the Area Offices identified.

· MRC/CL Programs include ABI/MFP Waiver, Statewide Head Injury (SHIP), Supported Living (SL), and Homecare Assistance Program (HCAP). Each have their own geographical scope

· SHIP: Central, Northeast, Southeast/Cape, Central/West

· SL: Greater Boston, West, Southeast, Central, Northeast

· HCAP: South, Central/West, North and Suffolk County MRC intends to award contracts across the state to ensure coverage of the Commonwealth. Total contracts awarded could be up to $1,000,000 annually. Size and scope of each contract will be determined by MRC based upon geographic need. The initial procurement will be for a three-year contract, with the potential of 2 additional years, based upon satisfactory service provision each fiscal year.

Contracts will be Cost Reimbursement; with providers billing monthly for all technology provided, services provided to consumers and associated administrative and operational costs as provided in their proposed Budget.

Bidders should provide a sample budget for $250,000 that must include:

Staffing Costs:

Indicate staff positions; FTE of staff assigned to the project; salaries Example: Help Desk Support Staff, 2.0 FTE, $64,000

Payroll Taxes Indicate taxes for all staff assigned to the project

Fringe Benefits Indicate total fringe cost for all staff assigned to the project

Program Facilities Indicate costs such as warehouse space; office space, etc. associated with this project

Agency and Program Administration and Support:

Allocation of admin support specific to this project

Program Supplies/Materials: Equipment to be provided, number of items, cost per item

Delivery Cost- UPS with Insurance

$ 12,000.00

Please note: MRC is seeking to procure quality devices at reasonable costs. The intent is that devices such as laptops will last the consumer for several years. Pricing should include:

· Installation of Microsoft Office Suite license,

· Security software and a service plan.

Costs given in this example are for demonstration purposes only and are not intended to be the actual budget amounts submitted by bidders.

Providers will be required to submit monthly reports documenting Computer Technology Equipment provided and support service provision. Monthly reports should include an inventory report or be available upon request. Report format will be provided by MRC.

Providers will complete their billing in the Commonwealth’s EIM system on a monthly basis. Billing is required by the 15th day of the month following the provision of goods and services. Providers will be required to complete the supporting documents in the EIM system (Cost Reimbursement Invoice Report and Personnel Summary Report) on a monthly basis and maintain all records of actual expenses to be provided to MRC upon request. Providers will be responsible for management of allotted funding to ensure technology and services are available to individuals throughout the year, ensuring that staffing levels and service delivery capacity remain consistent and are provided within expected timelines.

MRC encourages collaborative proposals that demonstrate partnerships between provider organizations, disability organizations, human service agencies or technology providers with the capacity to work collaboratively with a human service agency. Letters detailing collaboration, partnerships or affiliation agreements should be included in the proposal. These should define the relationships, roles, and responsibilities of the partners. (NOTE: The VR contracts will be fully federally funded and as such, bidders should not include subcontractors in their proposal. This is for VR ONLY) All providers will be expected to maintain up-to-date knowledge and skills regarding the range of technology and services available and new developments in the field. When and where upgrades to the current equipment are indicated, the provider will consult with their MRC representative on these changes. MRC expects that providers will obtain devices and/or services, taking into consideration the funding available. Providers are also expected to make use of technology to provide services remotely when this can be done effectively.

Contractor shall submit invoices and applicable supporting documentation (submitted either through paper Payment Vouchers or the EIM system, as applicable) for expenditures incurred under this contract within fifteen (15) calendar days following the end of the month during which services were provided.

Changes in Scope/Additional Responsibilities

MRC shall have the option, at its sole discretion, to modify, increase, reduce or terminate any activity related to any contract that may result from this RFR whenever, in the judgment of MRC, the goals of the project have been modified or altered in a way that necessitates such changes.

MRC may determine that additional work products or new initiatives are necessary to accomplish the objectives of this RFR or that certain items are not required or must be substantially modified. The Vendor(s) and MRC may negotiate amendments to the contract that are in the best interests of the Commonwealth.

MRC will provide prior written notice of any such action to the Vendor, and the parties will negotiate the effect of such changes in scope on the schedule and payment terms. No compensation shall be owed, nor credits given, until the parties reach agreement on the modified Change Order or contract amendment. Such Change Order or contract amendment, when approved, shall detail the changes, the cost impact (if any) and the timeline impact (if any).

Description of Services The following services will be provided by the provider through this RFR.

1. Assessment of consumer’s computer proficiency will be used to determine the need of the applicant and the applicant’s ability to utilize the devices as they are provided, as well as to recommend the orientation/training services needed for the consumer to achieve individual goals and basic computer proficiency. The review may include, but not be limited to, recommendations on service and/or product specifications and recommendations on cost efficient and effective options. The review should also include commentary of the consumer's ability and resources to maintain the equipment provided to them. Reviews shall take place in a setting that will adequately reflect the individual’s current skill set.

Written review reports will be provided from the provider to the MRC Programs, and should include at a minimum:

· the date of assessment

· goals to be achieved by provision of technology

· type of hardware/software recommended to be provided

· timeframe and installation, delivery plan

· type of training required to assist the consumer to have a basic understanding of how to use the equipment

· an estimate of the time the consumer may require of orientation and training services, technical assistance and follow up services

· If it is determined that the individual cannot benefit from the technology and/or services offered within this program and/or could benefit from services from an agency that specializes in Assistive Technology, this will be noted in the report. MRC programs will further determine and if appropriate authorize this service.

2. Purchase and/or procurement of necessary technology devices. Providers, post approval will purchase the technology or systems necessary to meet the needs of individuals served. The cost of devices or systems purchased will be billed as a cost reimbursement item. By establishing a relationship with suppliers up front and determining the volume of items to be purchased, providers may obtain a better value and facilitate speedy delivery and installation of devices. Any equipment purchased by the provider and paid for by MRC remaining at the end of the RFR time frame is considered property of MRC and will be returned to MRC.

3. Warehousing: Providers are expected to store technology purchased or collected for repurpose in a safe location. Providers are responsible for cost associated with storing items. Providers are to find and determine best location to store equipment. Providers will keep inventory of all warehoused equipment.

4. Training/Technical Assistance will be specifically provided to help consumers learn basic computer operations. This may include assisting the consumer to know how to connect to the internet, send items to their printer, etc. The expectation is that providers will train the individual to use the equipment they receive. It is anticipated that some consumers may ask general use questions of the help desk, such as “how do I create an email account?”, “how do I change a password?”, etc. This RFR is not intended to provide consumers with extensive software training or other long-term training that can be procured through other MRC or generic means.

5. Setting up, maintaining, repairing, or replacing technology devices. When the need has been determined, providers will set up all Computer Technology Equipment, so they are ready to be used by the individual. In the case when the initial assessment demonstrates that the intended recipient can independently set up their Computer Technology Equipment themselves or with supports from their household/support system, direct shipment of the product to the consumer’s home or workplace is permissible and the direct shipment plan will be documented on the initial assessment report.

6. It will be the vendor’s responsibility to retrieve equipment that is not being used for vocational rehabilitation purposes as identified in the consumer’s individual plan for employment (IPE) or Service Plan at the request of the associated area office or corresponding MRC/CL program. The vendor should have the capacity to reformat and re-deploy equipment as determined appropriate. Providers will be responsible to accept returned computers and prepare (i.e., clean, repair) and catalog them for redistribution. MRC programs will provide direction related to return of computers specifically how to retrieve the computer to prepare it for redeployment.

7. Warranty work: It is recommended that the provider offer a service plan or extended warranty coverage for all Computer Technology Equipment valued at $600 or above. If this service plan or warranty plan is procured through a third party or the manufacturer, the provider will assist the consumer in reporting systems issues to the service/warranty plan and assist the consumer in navigating the service/warranty process.

8. Technical support: Providers will assist the user or his/her family or others providing support to the consumer with identifying and resolving technical problems with the technology provided. This support may be provided by phone, through a teleconferencing method, in-person or by other means as determined to be most effective. Whenever possible providers should establish remote access to a consumer's computer to facilitate remote troubleshooting. Hands-on assistance must be provided when determined necessary or appropriate.

9. Travel to and from the individual’s work location, residence, or other location where the device(s) or system(s) will be used, for delivery or where the review will be conducted will be expected of the provider. Delivery of computers and/or peripheral technology will require the vendor to receive a signed receipt (via packing slips) and signed ownership forms. Both forms will then be transferred to the appropriate MRC Program.

10. Urgent requests It would be an expectation for the provider to be able, upon request, to fulfill an urgent request for technology and services. In some circumstances, MRC will waive the requirement for an assessment. Urgent would be defined as: once an approved request was received by the vendor that the review, delivery, and training would be provided within 1 week or less.

11. Language capacity: Providers should be prepared to provide services to consumers in their native or preferred language. Providers may use their own staff or use interpreter or translation services. Providers should plan to budget for translation and interpreter services. Providers should assess the potential language capacity needs based on the offices/areas where they propose providing services. For example, in areas where there are demographics demonstrating the need for instruction and training to be provided in languages other than English, providers should plan to provide/procure such services.

Provider Expectations Providers are expected to meet the following requirements:

· The Provider will assign a single point of contact for reporting and billing submissions.

· The Provider will complete a review of computer proficiency and provide recommendations of specific technology, goals to be met, equipment costs and training time requirements.

· The Provider shall document the date equipment is ordered and delivered, as well as the date the equipment is set up and installed in the individual’s chosen setting.

· The Provider will be expected to maintain up-to-date knowledge and skills regarding the range of devices and systems available and new developments in the field, informing MRC Programs of anticipated changes. The specifications of the technology to be acquired will be discussed during provider interviews and could potentially vary depending upon consumer need.

· The Provider will document all services, including progress reports of training.

· Upon request, these documents will be made available to MRC Program staff for review. These files must be electronic.

· The Provider will ensure that their staff understand and exercise their responsibilities under Chapter 19(c) regarding the reporting of suspected abuse or neglect of adults with disabilities, as well as their obligations regarding suspected abuse or neglect of elders or children under the age of 19.

· Provider will screen their staff in compliance with applicable Executive Office of Health and Human Services standards for Criminal Offense Record Information screening process and staff qualifications.

· The Provider must maintain a secure database of referrals including consumer information, date referred, date of evaluation, dates of reports, and date and result of training. The database shall meet all the standards for the protection of personal information required under the terms and conditions of state contracting.

· Provider must maintain an e-mail account capable of handling emails and attachments of appropriate size and of accessible formatting type. Providers are expected to conduct most of their communications with MRC (and the consumers, if appropriate) via electronic means.

· Providers are expected to establish a telephone help desk for consumers to access assistance with computer problem solving for a designated hours/day.

· Providers will ensure Cultural Competency of their staff by establishing language/interpretative services to engage with consumers who speak a language other than English.

· Providers will be paid utilizing the Commonwealth’s Enterprise Invoice/Service Management (EIM/ESM) billing system within the Virtual Gateway. A Cost Reimbursement Billing including a cost Reimbursement Invoice Summary and a Personnel Summary must be submitted in EIM/ESM no later than the 15th of each month for the services rendered in the previous calendar month. Providers are required to adhere to the guidelines and training established for cost reimbursement contracts in EIM/ESM. MRC staff serve as the final EIM/ESM approval point for all invoices submitted electronically.

· Accounts Payable Period - The accounts payable period to pay encumbrances for the fiscal year ending on June 30th runs from July 1st to August 31st. Departments must ensure that all encumbrances are liquidated on or before August 31st for provision of services through June 30th. Final invoices in any fiscal year must be submitted no later than August 15th for performance made and received (goods delivered, services completed) prior to June 30th, to make payment for that performance prior to the close of the fiscal year to prevent reversion of appropriated funds. Failure to submit timely invoices by August 15th or other date listed in the contract shall authorize the Department to issue an estimated payment based upon the Department’s determination of performance delivered and accepted. The Contractor’s acceptance of this estimated payment releases the Commonwealth from further claims for these invoices. If budgetary funds revert due to the provider’s failure to submit timely final invoices, or for disputing an estimated payment, the Department may deduct a penalty up to 10% from any final payment in the next fiscal year for failure to submit timely invoices.

Providers agree to provide services based upon the following structure:

Reporting In addition to reporting in the EIM billing system, the Provider will submit Monthly Service Summary reports to MRC Area Offices on a monthly basis, no later than 15 days after the month ends. The Monthly Service Summary report shall include:

· Number of individuals served (received technology and/or services) under the Program during the month.

· Number of individuals waiting for devices or services at the end of the month

· Average number of days individuals wait for device or service

· Types and hours of service provided under the Program

· Description of the activities carried out under technical support or follow up, and whether these were provided in person or remotely (by phone, remote access)

· Measure of individuals’ competency / increased skill proficiency with technology

· Number of devices, by category distributed in this month

· Number of devices remaining in stock at end of month.

· Any changes/upgrade equipment

· Problems encountered and actions taken or planned to correct such problems

The reporting forms will be provided by MRC and may be modified periodically with both MRC and provider input.

CULTURAL COMPETENCE

MRC is committed to awarding contracts to providers that demonstrate cultural competency. Programs shall ensure equal access to services. The following strategies are recommended:

Agency Commitment: Agency Board of Directors and administrators make a commitment to creating an environment that clearly supports services for cultural and linguistic minority populations through the mission and goals of the agency.

Consumer Services: Program policies include language that contributes to enhancing equal access to services for all individuals residing in the Commonwealth. Program design, content, and materials are culturally and linguistically appropriate. Planning, implementation, and evaluation efforts include members of the target population. Where possible, prevention, treatment, and rehabilitation strategies are participatory in nature in order to provide opportunities for skill building and to facilitate self-empowerment. All consumers receive information on accessing health and human services including education on potential barriers and assistance in overcoming them. The program location and outreach activities are in settings that are most effective in reaching the target population.

Staff: All staff and volunteers, especially those who have direct contact with consumers, reflect the diversity of the culture and language of the community/target population. Services to non-English speaking clients are provided by bilingual/bicultural staff. Policies on recruitment, screening, and interviewing encourage hiring of individuals whose cultural and linguistic backgrounds are appropriate. If the program does not have bilingual/bicultural staff, there is extensive training to ensure sensitive and appropriate prevention, treatment, and rehabilitation services.

Performance Measures Upon award of contracts, providers will be evaluated based on the following performance criteria. MRC reserves the right to revise performance measures during the life of this RFR. MRC may conduct routine or unscheduled site visits of the provider at any time to assess the provider’s performance or administration of the program.

· Elapsed time from receipt of referral to a Provider’s first contact with individual and/or individual making the referral.

· Elapsed time from referral date to scheduling of review of computer proficiency

· Elapsed time from referral date to submission of report to MRC authorizing staff.

· Quality of evaluation reports and recommendations

· Quality and cost efficiency of Computer Technology Equipment provided

· Elapsed time from MRC’s approval of equipment quotes and provider’s delivery and set-up of equipment.

· Timeliness and quality of training provided to individual

· Number of individuals served

· Consumer Satisfaction with the quality of products provided and the quality of the Support Services provided

· Measure of technology competency

Performance Monitoring Contract performance monitoring will include regular contact and support from MRC’s Business Improvement Partners or other Program Managers. Providers and MRC will meet at least quarterly to review the performance measures, contract utilization, customer service and satisfaction and to address any concerns. Area Offices, referring counselors and consumer satisfaction will be monitored to ensure that the contract is meeting the needs of the consumers.

Providers will be required to and monitored on the following criteria:

· Compliance with contract service provision timelines

· Compliance with contract reporting requirements, including timely and accurately completed EIM Billing and Monthly Reporting, submitted by the 15th of each month following service provision

· Documented consumer satisfaction with products received, supports provided, timeliness of services, help desk interactions

· Provision of alternative language services when needed

BILLING REQUIREMENTS

Contractor shall submit invoices and applicable supporting documentation (submitted either through paper Payment Vouchers or the EIM system, as applicable) for expenditures incurred under this contract within fifteen (15) calendar days following the end of the month during which services were provided

Review and Selection Process The RFR will be reviewed by an RFR Review Panel with an understanding of the technology needs of the consumers served by MRC. Providers must score a minimum of 57 to be qualified.

Actual decisions to provide funding to qualified providers will be determined by MRC based upon consumer demographics across the Commonwealth.

Sample Budgets provided will be reviewed for content and thoroughness, however it is understood that the budgets will be finalized upon contract award.

Compliance with Submission Requirements

Each response will be reviewed to determine if the response satisfies the submission, format and contents requirements set forth in this RFR. A response which meets these requirements will be considered an “Eligible Response.” Any response that does not meet these requirements may be considered non-responsive and disqualified without further review. It may be determined that the non-compliance is insubstantial and can be readily corrected, or that an alternative proposed by the Bidder is acceptable. In such case, MRC can seek clarification or allow the Bidder to make minor corrections.

As part of the minimum review process, it will be determined if the Bidder has been Financially Qualified and if the Bidder is subject to any debarment. If a Bidder is subject to a debarment order, the response will be considered non-responsive and disqualified.

If a Bidder is disqualified, the Bidder will be notified of such in writing and of the reasons why.

SUBMISSION COMPONENTS AND ATTACHMENTS

COMMBUYS is the official source of information for this Bid and is publicly accessible at no charge at www.COMMBUYS.com. Information contained in this document and in COMMBUYS, including file attachments, and information contained in the related Bid Questions and Answers (Q&A), are all components of the Bid, as referenced in COMMBUYS, and are incorporated into the Bid and any resulting contract.

Bidders are solely responsible for obtaining all information distributed for this Bid via COMMBUYS. Additionally, bidders are responsible for posting their response (called “quote”) on the system. Bidders should review the “COMMBUYS Market Center” and “COMMBUYS Registration” sections in Appendix 2 of the Appendix document for an overview of electronic submission.