RFP 27-87793 FSSA OMPP Enrollment Broker ServicesBid Documents

The Indiana Family and Social Services Administration (FSSA), Office of Medicaid Policy and Planning, is requesting proposals for an Enrollment Broker to provide choice counseling and enrollment services for four Medicaid managed care programs—Hoosier Healthwise, Healthy Indiana Plan, Hoosier Care Connect, and Indiana PathWays for Aging—under RFP 27-87793, with proposals due October 28, 2026. A 3% Indiana Veteran Owned Small Business (IVOSB) subcontracting goal applies, with IVOSB participation eligible for up to 6 points combined scoring (including a potential 1-point bonus). Buy Indiana Initiative participation is also available for up to 5 points.

The contractor must maintain a minimum 45-hour weekly helpline with live-voice access (Monday–Friday, 8:00 AM to 5:00 PM Eastern Time), provide English and Spanish language translation services, deliver unbiased member education and choice counseling, process managed care organization selections and changes, manage enrollment and disenrollment across all four programs, and maintain a comprehensive enrollment broker database. The contractor must implement an Interactive Voice Response system, conduct quarterly end-of-call satisfaction surveys (minimum 150 completed surveys), respond to written correspondence within five business days at a 98% rate, and submit monthly and daily performance reports. System availability must reach 99% during operating hours. The contractor must comply with 42 CFR 438.10 and 438.56, meet WCAG 2.1 Level AA accessibility standards, and conform to Indiana's Assistive Technology Standards and information security frameworks.

The contract term is four years from January 1, 2028, with two optional one-year extensions for a potential six-year total. The cost proposal template requires bidders to submit pricing across four service categories—Helpline Services, Printing, Information Systems, and Other Tasks—with per-call rates for live inbound and outbound calls, per-unit printing costs across eight volume bands, staffing hourly rates for four dedicated full-time positions (Project Manager, Operations Supervisor, Information Systems Coordinator, Quality and Training Coordinator), and fixed annual price increase percentages. Pricing must remain firm for a minimum of 180 days from the award date.

Evaluation occurs in three steps: Step 1 applies mandatory pass/fail requirements; Step 2 scores qualified proposals on Management Assessment/Quality (50 points) and Price (30 points) to create a short list; Step 3 applies all criteria including Buy Indiana and IVOSB commitment to short-listed proposals, with a maximum of 91 total points. A pre-proposal conference was held September 16, 2026; written questions are due October 2, 2026, with responses posted by October 14. Reference site visits to the respondent's support center may be required. Proposals must address 10 major components: Overview, Objectives of Engagement, Deliverables and Deadlines, Project Management, Quality Improvement and Complaints/Grievances, Staffing, Document Management, Compliance Requirements, Key Performance Indicators, and End of Contract Transition. The technical proposal must not exceed 200 pages and must disclose any artificial intelligence or machine learning deployment. All proposals are subject to Indiana's Access to Public Records Act; respondents must mark confidential information separately and submit both redacted and complete versions.