WFC740B - WMCHealth Network - Technology Support RFP - Q&A.pdf

REQUEST FOR PROPOSAL # WFC740B

TECHNOLOGY SUPPORT

QUESTIONS & ANSWERS

JULY 15,2026

1. Q: Please confirm whether all listed hospitals/campuses are in scope at contract start, or whether implementation and support will be phased by site, entity, or service area.

A: Proposers should assume the in-scope locations identified in the RFP are included in the Technology Support scope. WMCHealth reserves the right to modify scope, issue addenda, and make awards in whole or in part.

2. Q: Are ambulatory locations, skilled nursing facilities, home-care locations, administrative offices, outpatient sites, remote locations, or other off-campus locations included in scope?

A: Yes, those locations are included.

3. Q: Is HealthAlliance Mary’s Avenue Campus in scope, given that it is listed in Section 1.1 but

Section 6.1 references only the Broadway Campus under the HAHV contract?

A: HealthAlliance Mary’s Avenue Campus is in scope and it is listed among the in-scope locations in the RFP.

4. Q: Will the three contracting entities, WMC, BSCHS, and HAHV, be served under one unified service model and set of KPIs/SLAs, or are separate operational structures expected by entity?

A: WMCHealth expects standardized, enterprise-level services that are scalable across facilities and measurable through KPIs and SLAs. Contracting may occur through WMC, BSCHS, and HAHV, or in WCHCC’s name on behalf of itself and affiliates.

5. Q: Does WMCHealth anticipate making one award, or multiple awards by entity, site, scope area, staffing category, or service category?

A: WMCHealth reserves the right to make an award in whole or in part, pursue services from alternate sources, and award contracts to more than one successful proposer.

6. Q: If multiple vendors are awarded, how does WMCHealth expect work to be distributed among awarded vendors?

A: If multiple awards are made, final scope allocation would be determined by WMCHealth based on award structure, contract terms, and operational need.

Please Note: All answers represent the most current information available as of the date first set forth above. Any previously distributed information should be disregarded.

Current State, Incumbent Support, and Transition

7. Q: Who currently provides the in-scope services: internal WMCHealth teams, incumbent vendor(s), or a hybrid model?

A: Vendors should assume a mixed current-state environment.

8. Q: If an incumbent vendor exists, what is the current contract term/end date, and will incumbent performance data, ticket volumes, and SLA history be made available?

A: This information will not be made available.

9. Q: Is incumbent staff transition expected, or should proposers assume a fully new team build?

A: No incumbent staff will transition as part of this RFP. Proposers should submit a staffing model capable of supporting transition and ongoing services.

10. Q: Will transition documentation, process documentation, knowledge transfer materials, ticket data, asset data, and current-state operating metrics be made available to the selected vendor?

A: The selected vendor will be onboarded through the same process as a WMCHealth technician performing comparable work.

11. Q: What is driving this procurement: a new managed services engagement, re-competition of an existing contract, or an insourcing/outsourcing transition?

A: This procurement supports a technology and service transition from current arrangements to WMCHealth and/or a new partner, with a need for standardized enterprise technology support.

12. Q: What is the anticipated transition/onboarding period, and is there a target date by which the vendor must be fully operational across all sites?

A: Tentative contract start date of 8/17/2026. A fully operational date across all sites is not available and will be finalized with the awarded vendor.

13. Q: Is documentation available on WMCHealth’s current Technology Support processes?

A: Some transition documentation and process-tracking materials exist, and will be shared with the awarded vendor.

14. Q: What are the biggest challenges or pain points with the current device deployment, inventory, and support model that WMCHealth wants to address through this RFP?

A: Standardization, scalability, accurate real-time inventory, auditable tracking, structured deployment.

Please Note: All answers represent the most current information available as of the date first set forth above. Any

Device Inventory and Asset Management

15. Q: Please provide current in-scope device counts by type and location, including desktops, laptops, mobile devices, workstations-on-wheels/carts, printers, label printers, scanners, peripherals, and specialty clinical devices.

A: This information will be provided to the awarded vendor as part of the onboarding process.

16. Q: Please provide the total number of active users expected to be supported under the End

User Services scope.

A: Approximately 16,000 end users.

17. Q: What asset management and inventory systems are currently used, and are these systems the source of truth for asset inventory, CMDB, device lifecycle status, and reporting?

A: We are in the process of implementing ServiceNow.

18. Q: Will proposers be given access to existing asset data for sizing purposes?

19. Q: Does “maintain complete and accurate inventory of all devices” include a full baseline inventory of the existing estate, and is a current-state inventory available to bidders?

A: Yes, the awarded vendor will be responsible for completing a full baseline inventory.

Device Standards, Imaging, Refresh, and Deployment

20. Q: What device standards, image standards, naming conventions, configuration baselines, support procedures, and endpoint/device documentation currently exist, and will they be provided to the selected vendor?

21. Q: Are device standards consistent across all hospitals, or are there site-specific requirements?

A: We are working to standardize the device models across all sites.

22. Q: What device types are included in required assessments, including PCs, laptops, printers, scanners, mobile devices, carts, specialty devices, and other endpoint types?

A: In-scope support includes desktops, laptops, peripherals, printers, label printers, mobile workstations/carts, scanners, specialty devices, mobile devices, and user-facing troubleshooting.

23. Q: Is the vendor expected to perform physical onsite assessments at all facilities, and how frequently?

A: Yes, the vendor is expected to be onsite. The workload will dictate the frequency of onsite visits.

Please Note: All answers represent the most current information available as of the date first set forth above. Any

24. Q: Has WMCHealth completed recent hardware or peripheral assessments, or identified known technology gaps that can be shared with bidders?

A: Results of recent hardware assessment will be shared with the awarded vendor.

25. Q: What criteria should be used to identify devices for replacement, upgrade, standardization, or retirement?

A: The criteria will be shared with the awarded vendor.

26. Q: What percentage or volume of devices is expected to be refreshed or replaced during the first contract year?

A: This will be determine once the initial inventory has been completed.

27. Q: Is there an existing device refresh cycle policy, such as a three-year or four-year refresh cycle, that proposers should assume?

A: Yes, we have a refresh cycle policy that will be followed.

28. Q: Is device staging and imaging performed centrally or at each facility today?

A: Imaging is done by the VAR, staging is performed at each facility.

29. Q: For device staging/imaging, does WMCHealth expect the vendor to provide and operate a staging facility or warehouse, or will WMCHealth provide space?

A: WMCHealth will provide space.

30. Q: How many standard device images or configurations are currently maintained across the enterprise?

A: There are currently three standard device images.

31. Q: What testing and validation steps are required before a device can be deployed to an end user?

A: The technician should perform full device validation, confirmation of functionality/configuration/connectivity, issue logging, ownership and resolution timelines, retesting after issue resolution and documented readiness evidence.

32. Q: Approximately how many device shipments and deployments occur each month across the hospital network, or by location?

A: Device shipment and deployment are dependent on the needs of each facility and can vary.

33. Q: What peripherals are included in a standard installation, including monitors, docks, printers, scanners, carts, or other equipment?

Please Note: All answers represent the most current information available as of the date first set forth above. Any

A: A standard installation includes two monitors, one PC, mouse and keyboard.

Clinical areas will include barcode scanners and label printers.

Administrative areas may include laptops and docking stations in place of the PC.

34. Q: What percentage of deployments require onsite technician support versus remote or self-service deployment?

A: All technicians are expected to be onsite.

35. Q: Is the provider expected to coordinate scheduling directly with end users and department leaders?

A: Yes, the RFP expects coordination with site leadership, deployment plans/schedules, and coordinated site execution to minimize disruption.

Tools, Platforms, ITSM, and Remote Access

36. Q: What endpoint management, deployment, imaging, patching, and remote support tools are currently used, such as SCCM/MECM, Intune, Autopilot, RMM, VPN, or similar tools?

A: WMCHealth utilized tools will be shared with the awarded vendor.

37. Q: Are vendor resources expected to use WMCHealth imaging tools, endpoint management tools, asset systems, and reporting tools, or should vendors propose and provide their own tools where applicable?

A: The RFP requires operation within the WMCHealth ITSM platform or approved system and alignment with enterprise inventory systems.

38. Q: What ITSM platform is currently used for incidents, service requests, escalations, asset/configuration workflows, and service management?

A: ServiceNow .

39. Q: Will vendor resources receive access to WMCHealth’s ITSM platform and other systems required to perform the work?

A: Yes.

40. Q: Is WMCHealth open to integrations with the selected vendor’s systems, or must the vendor operate within WMCHealth’s existing platforms?

A: The vendor must operate within WMCHealth ITSM platform.

41. Q: Please identify all end-user technologies in scope beyond physical endpoint support, including VDI platforms, Microsoft 365 services, MDM/UEM platforms, and endpoint protection/security platforms.

Please Note: All answers represent the most current information available as of the date first set forth above. Any

A: End-user technologies in scope may include VDI platforms, Microsoft 365 services, MDM/UEM platforms, and endpoint protection/security platforms.

42. Q: For the end-user technologies in scope, please specify whether vendor responsibilities include operational support only or full administration.

A: The RFP focuses on desktop/end-user device services, incident management, asset/configuration support, deployment, validation, and reporting and should be limited to operational support.

Support Boundaries and Responsibilities

43. Q: Please confirm that support is limited to hardware, operating system, and standard application issues, with clinical application issues, such as EHR, escalated to WMCHealth teams. Please clarify where that escalation boundary lies.

A: Clinical application issues are not included in this proposal. The RFP is for desktop support only.

44. Q: Is Help Desk/Service Desk Level 1 included within the scope, or is the vendor only expected to provide desktop and field support?

A: No

45. Q: If Service Desk is in scope, what are the average calls per month and tickets per month, is

24x7x365 coverage required, and what skillsets are expected?

A: This is not applicable.

46. Q: Please provide a responsibility matrix or define ownership boundaries between Field

Services and WMC Facilities, including responsibility for televisions, biomedical devices, home health devices, power backup systems, operational technology equipment, and similar assets.

A: The RFP’s listed in-scope device support includes desktops, laptops, peripherals, printers/label printers, mobile workstations/carts, scanners, specialty devices, and mobile devices.

Facilities/biomed/OT are not in scope for this proposal.

47. Q: Is procurement execution in scope for the selected vendor, or should the vendor only coordinate with WMCHealth-approved procurement channels and standards?

A: Procurement is not in scope for this proposal.

48. Q: Who is responsible for hardware procurement, warranty management, repair/replacement coordination, OEM coordination, replacement parts, spare inventory, and out-of-warranty replacement hardware?

A: WMCHealth’s team will be responsible for the items mentioned. The technicians will be responsible for potentially replacing parts and communicating with the in-house team about warranty needs.

49. Q: Is the vendor expected to manage OEM warranty claims?

Please Note: All answers represent the most current information available as of the date first set forth above. Any

Staffing, Coverage, and Onsite Expectations

50. Q: What is the approximate current headcount or FTE count supporting these services today, broken out by onsite versus remote where possible?

A: All support staff are onsite. Total number of employees will be shared with the awarded vendor.

51. Q: What onsite staffing model does WMCHealth envision, such as dedicated onsite resources by facility, regional resources, hub-and-spoke coverage, traveling coverage, or a shared pool?

A: Coverage will be done by region, given how geographically widespread our locations are.

South – Valhalla North – Poughkeepsie, Kingston, Margaretville West – Suffern, Port Jervis, Warwick

52. Q: Does WMCHealth expect dedicated, embedded onsite staff at all locations simultaneously, or a hub-and-spoke/traveling model for smaller sites?

A: The RFP requires dedicated onsite coverage at major locations simultaneously.

53. Q: What specific skillsets are expected for onsite personnel, and what tasks will they perform?

A: Onsite resources should support desktop/end-user device services, break/fix, deployment, imaging/configuration coordination, validation, inventory/asset tracking, ticket ownership, user-facing troubleshooting, reporting, and escalation coordination.

54. Q: What are the expected coverage hours by site, including business hours, extended shifts, 24/7 coverage, weekends, holidays, after-hours, and on-call support?

A: Coverage will be during business hours at first with the potential for expanding to after-hours based on business needs.

55. Q: Section 4.3 references dedicated onsite coverage at major locations. Can WMCHealth define which locations are considered major and the expected coverage hours for each?

A: South – Valhalla North – Poughkeepsie, Kingston, Margaretville West – Suffern, Port Jervis, Warwick Coverage will be during business hours at first with the potential for expanding to after-hours based on business needs.

56. Q: Does WMCHealth have a preference or requirement for vendor staff to be dedicated single-account resources versus shared/pooled resources across other vendor accounts?

A: Resources should be dedicated to WMCHealth for the duration of this engagement.

Please Note: All answers represent the most current information available as of the date first set forth above. Any

57. Q: For the staffing proposal, does WMCHealth expect named individuals at proposal submission, representative sample profiles, or role descriptions with qualifications and estimated level of effort?

A: For the proposal, role descriptions with qualifications and estimated level of effort should suffice.

58. Q: Are proposed resources required to be W2 employees of the prime vendor, or are subcontracted personnel acceptable?

A: Both W2 employees and subcontracted personnel are acceptable.

59. Q: Are subcontractors or teaming partners permitted under this RFP? If permitted, are there approval requirements, flow-down obligations, or documentation requirements?

A: Vendors remain responsible for compliance with applicable contract requirements and should disclose their proposed staffing/subcontracting model.

60. Q: Are there MWBE participation goals , preferences, or minimum requirements for this

RFP?

A: The RFP encourages good-faith efforts to encourage, promote, increase, and monitor MWBE participation. WMCHealth procurement policy also requires MWBE language in solicitations and, where qualified MWBE vendors exist, an expected rate of participation.

SLAs, Reporting, and Volumes

61. Q: Are target SLA metrics defined by WMCHealth, including response time, resolution time, priority/severity matrix, clinical/VIP areas, deployment, validation, escalation, and after-hours support?

62. Q: If SLA targets are not predefined, should proposers submit proposed SLAs as part of their response?

A: SLA will be defined by WMCHealth.

63. Q: Are there financial penalties or service credits associated with SLA performance?

A: No.

64. Q: What ticket volumes, service request volumes, deployment volumes, refresh volumes, and device validation volumes should vendors assume for year one?

A: For the proposal, vendors should assume industry standard averages.

65. Q: What current ticket volumes are available by category, such as incident, service request, and deployment, on a monthly basis to support staffing assumptions?

Please Note: All answers represent the most current information available as of the date first set forth above. Any

A: For the proposal, vendors should assume industry standard averages.

66. Q: Are there specific reporting tools, dashboards, formats, or SLA compliance reporting expectations that WMCHealth requires, or should the vendor propose its own reporting approach?

A: Vendor should utilize the reporting tools already in use by WMCHealth.

Projects, Major Initiatives, and Volume Adjustments

67. Q: Please identify any planned device refresh programs, Windows migrations, major deployment initiatives, hospital expansions, acquisitions, or other projects expected during the contract term that may materially affect staffing or service volumes.

A: This information will be shared with the awarded vendor.

68. Q: Are there known Epic, EHR, digital transformation, AI/automation, infrastructure, endpoint modernization, EMR modernization/replacement, or other major technology initiatives expected during the initial contract term that may affect staffing levels, deployment volumes, or surge support needs?

A: This information will be shared with the awarded vendor.

69. Q: Is there a known or anticipated large-scale deployment event driving the Device Validation and Operational Readiness requirements in Section 4.5? If yes, what is the expected timeline and device count?

A: Yes, there are multiple initiatives driving this effort. This information will be shared with the awarded vendor.

70. Q: If supported device counts or site counts change materially during the term, including by more than 10 percent or due to addition/divestiture of a facility, how will staffing levels and fees be adjusted?

A: Vendors should propose scalable pricing and assumptions; WMCHealth reserves the right to negotiate fee structure and contract terms with selected proposer(s).

Facilities, Security, Compliance, and Onboarding

71. Q: Will WMCHealth provide onsite workspace, staging/depot space, and secure storage for vendor staff at each campus, or is the vendor expected to source its own facilities?

A: Yes, WMC will provide space.

72. Q: What background check, drug screening, immunization, health screening, HIPAA/privacy training, badging, parking, facility access, and onboarding requirements apply before vendor personnel may perform onsite work?

Please Note: All answers represent the most current information available as of the date first set forth above. Any

A: Standard terms allow WMCHealth to require pre-placement health assessment for vendor representatives accessing clinical areas and require background checks substantially similar to WMCHealth employee inquiries.

73. Q: Is a Business Associate Agreement expected for this engagement?

A: If the transaction involves disclosure of PHI to the vendor and the vendor is determined to be a Business Associate, the vendor will execute WMCHealth’s standard Business Associate Agreement.

74. Q: Does the cyber liability requirement apply to all vendors, regardless of whether vendor personnel directly access PHI or WMCHealth data?

75. Q: What data sanitization standard applies to decommissioned devices, such as NIST 800-88, and are certificates of destruction required?

A: Awarded vendor will need to comply with WMCHealth’s internal process regarding media sanitation.

Pricing, Fee Proposal, Contracting, and Terms

76. Q: Beyond the Section 5.H requirement that the fee proposal be separate and clearly marked with subtotals by task and phase, does WMCHealth have a preferred format, template, or pricing worksheet?

77. Q: If no pricing template is provided, will WMCHealth accept proposer-defined tables, including transition fees, fixed monthly fees by entity, unit rates for deployment projects, and hourly rates for out-of-scope services?

78. Q: Should the fee proposal be structured as hourly time-and-materials, monthly managed service, fixed-price by phase, fixed-price by deliverable, or a hybrid model?

A: The RFP does not prescribe one pricing model. Vendors should provide clear, complete, and comparable pricing with detailed components and subtotals by task and phase.

79. Q: If WMCHealth is open to a hybrid pricing model, may vendors propose separate pricing for base support, project/deployment surge support, transition/mobilization, after-hours/on-call support, and optional services?

A: Vendors may propose pricing structures that clearly separate service components, assumptions, and subtotals, subject to WMCHealth review and negotiation.

80. Q: Should proposers submit a single consolidated fee proposal, or separate fee proposals broken out by contracting entity, including WMC, BSCHS, and HAHV?

Please Note: All answers represent the most current information available as of the date first set forth above. Any

A: Vendors should provide a single consolidated proposal.

81. Q: Is there a current or estimated annual budget, historical annual spend, or anticipated spend range for the in-scope Technology Support services?

A: This information is not available.

82. Q: Given the base term of one year with four one-year renewal options, is a fixed annual escalator or CPI-based adjustment permitted, or should Year 1 pricing remain firm for the full potential five-year term?

A: A fixed annual escalator or CPI-based adjustment is permitted.

83. Q: What is the anticipated initial contract term, and are the renewal terms outlined in

Attachment A Section 3.1 fixed or open to negotiation?

A: The standard terms state the agreement continues for one year and automatically renews for up to four one-year periods unless earlier terminated. Contractual details may be negotiated with selected proposer(s), but terms and conditions apply unless accepted exceptions are agreed.

RFP Administration and Clarifications

84. Q: Will WMCHealth publish or otherwise share the list of vendors that submitted a Letter of

Intent to Propose?

85. Q: Will walkthroughs be held, and is NDA execution required before participation?

A: We will not hold walkthroughs as part of this engagement.

86. Q: Please confirm whether Attachment A, Definition 1.3 referencing “Professional Security

Guard Services” is template language and should instead refer to Technology Support Services for purposes of this RFP.

A: Confirmed as template carryover to be corrected. The definition should refer to Technology Support Services described in the RFP, not Professional Security Guard Services.