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-742950-80010000RFP-18-003 – Care Management for Social Services (CaMSS) Support Services - Technical ProposalRespondent: Instructions: Request for Proposal (RFP) 18-003 is a solicitation by the State of Indiana in which organizations are invited to compete for contract amongst other respondents in a formal evaluation process. Please be aware that the evaluation of your organization’s proposal will be completed by a team of State of Indiana employees and your organization’s score will be reflective of that evaluation. The evaluation of a proposal can only be based upon the information provided by the Respondent in its proposal submission. Therefore, a competitive proposal will thoroughly answer the questions listed. The Respondent is expected to provide the complete details of its proposed operations, processes, and staffing for the scope of work detailed in the RFP document and supplemental attachments.Please review the requirements in RFP Section 1.4 Summary Scope of Work carefully. Please describe your relevant experience and explain how you propose to perform the work. For all areas in which subcontractors will be performing a portion of the work, clearly describe their roles and responsibilities, related qualifications and experience, and how you will maintain oversight of the subcontractors’ activities.Respondents may provide their responses in the format of their choosing but must organize their proposal in the exact order of questions provided in this document followed by their answers. A completed Technical Proposal is a requirement for proposal submission. Failure to complete and submit this form may impact your proposal’s responsiveness. Diagrams, certificates, graphics, and other exhibits should be referenced within the relevant answer field and included as legible attachments1. Minimum Contractor Experience (Section 1.4.9)Indicate whether and how you meet the Minimum Contractor Experience outlined in section 1.4.9. For relevant project experience, please provide the entity served, scope of your services, contract start date, contract end date, number of users, number of vendor staff needed to complete project, whether the project was completed on-time and on budget, and if there were any complications with the project. Additionally, explain which of the proposed staff has worked on these projects and in what role. The State reserves the right to remove from consideration any Respondent that does not meet the Minimum Contractor Experience.2. Executive SummaryProvide an executive summary of your proposal. 3. Background and Purpose (Section 1.4.1)Describe your company and project staff’s background and experience and how it will benefit the State in maintenance, operations, and enhancement of a care management system. For relevant project experience, please provide the entity served, scope of your services, contract start date, contract end date, number of users, and number of vendor staff needed to complete project. Include the following information, at a minimum:Provide a list of organizations similar in size and scope to Indiana FSSA for which you have delivered implementation and support services for an application. Describe how that experience is relevant to the services in this RFP. Provide a list of organizations similar in size and scope to Indiana FSSA for which you have designed, developed, implemented, and/or supported a case management system and describe how that experience is relevant to the services in this RFP.Describe your experience with public sector entities on projects similar to the scope of services described in this RFP. Experience with city, county, or state health and human services agencies should be clearly identified and elaborated upon in detail.Describe your last two case management projects and any lessons learned from these projects.Disclose any formal corrective actions that your company has experienced under previous contracts.Based on your experience, detail any best practices with respect to the scope of this RFP that you would like to share for the State’s consideration. Note: your proposal should be based on the requirements outlined in this RFP, and not on any assumptions that the State will accept any practices that are not in alignment with the scope.4. Anticipated CaMSS Implementation Timeline (Section 1.4.3)Describe your overall understanding of the CaMSS system goals and roadmap (Section 1.4.3.1), and how you propose to deliver services in compliance with roadmap and goals.5. Maintenance and Operations Services Responsibilities (Section 1.4.5.1)Explain your overall approach to the Maintenance and Operations scope of work. Confirm your commitment to the resource availability requirements outlined in this section.6. General Systems Support (Section 1.4.5.1.1)Explain how you propose to execute Section 1.4.5.1.1 in its entirety, including but not limited to the specific elements highlighted below:Developing, executing, and managing processes and procedures required to provide technical and functional support for the CaMSS systemIdentifying and prioritizing system defects and how you would perform defect resolution of all the defects discoveredMonitoring and analyzing system performance to determine if actions are required to meet or improve on Service Level Agreements.7. Help Desk Support (Section 1.4.5.1.2)Explain how you propose to execute Section 1.4.5.1.2 in its entirety, including but not limited to the specific elements highlighted below:Operating the help desk and adhering to the SLAsCoordinating weekly incident releases to production and the application of patches Implementing Dynamics CRM upgradesTesting8. Incident and Problem Management (Section 1.4.5.1.3)Explain how you propose to execute Section 1.4.5.1.3 in its entirety, including but not limited to the specific elements highlighted below, and describe all relevant experience.Performing tasks in a manner consistent with minimizing and avoiding problemsMonitoring events and system performance with the goal taking proactive actions to avoid problemsPrioritizing and communicating tasks associated incidents and service requestsEnsuring a minimum of 99.8% uptime against a 24 hour per day, 7 day per week operating schedule, excluding scheduled downtime9. Access Management (Section 1.4.5.1.4)Explain how you propose to execute Section 1.4.5.1.4 in its entirety.10. Application Management (Section 1.4.5.1.5)Explain how you propose to execute Section 1.4.5.1.5 in its entirety. Confirm your commitment to make all product releases and upgrades, such as predeveloped software accelerator packages, available to the State at no additional costs.11. System Enhancement Services Responsibilities (Section 1.4.5.2)Explain how you propose to execute Section 1.4.5.2 in its entirety, including but not limited to the specific elements highlighted below, and describe all relevant experience. Providing planning and technical guidance for system modifications being implemented by State staffImplementing system modifications and enhancements What is your proposed Systems Development Life Cycle (SDLC) approach? How will you gather an accurate set of requirements? How will you incorporate changes (e.g., policy changes) that impact the system into the development and implementation process?12. System Enhancement Services: Project Management (Section 1.4.5.2)Explain how you propose to complete the deliverables listed in Section 1.4.5.2, including but not limited to the specific elements highlighted below. Providing project management for enhancementsEnsuring that deliverables are completed in a timely manner and meet the requirements of the StateCommunicating with the State13. Training (Section 1.4.5.3)Explain how you propose to complete the deliverables listed in Section 1.4.5.3, including but not limited to the specific elements highlighted below:Describe how you will keep training content updated.Describe your plan to provide annual sustainment training on minor modifications made to deployed components. Provide any applicable experience providing training.Describe your process for creating train-the-trainer materials based on the specifications of new releases or significant enhancements. Provide any applicable experience creating train-the-trainer materials.14. Project Management and Staffing (Section 1.4.5)Describe your overall staffing plan to fulfill the roles and responsibilities outlined in Section 1.4.5.1 to 1.4.5.4. Please note that the table provided in RFP Section 1.4.5.5 outlines the State’s perspective on the minimum Contractor roles and qualifications necessary to support this project but is not intended to define the specific positions that will be required. You may propose your own RFP specific staffing plan, but please detail how your plan meets the responsibilities and qualifications represented in Section 1.4.5.5.How will you ramp up resources needed for newly identified enhancements with 30 days’ notice?Will the resources be your FTEs, contracted staff, or staff provided by a subcontractor? If a subcontractor will provide some or all of the resources, please identify the subcontractor and any prior experience with the subcontractor.What is your approach to ensuring the project is completed within the timeframe and budget agreed upon with the State at contract commencement?Include an organizational chart for the project, including the role of any subcontractors.Provide resumes for all Key Personnel, and a narrative describing how the Key Personnel meet RFP Requirements. Describe your approach to project management for this contract overall.15. Reporting (Section 1.4.6)Explain how you propose to complete the reporting listed in Section 1.4.6, including how you will ensure reports are completed in a timely manner and meet the requirements of the State.16. Meetings (Section 1.4.7)Confirm your commitment to comply with the meeting requirements outlined in Section 1.4.7.17. Service Levels for Maintenance and Operations Services (Section 1.4.8.2)Explain how you will meet the Service Levels listed in Section 1.4.8.2. Describe your process for identifying, prioritizing, and communicating problems that are contributing to a failure to maintain Service Levels. Describe best practices or considerations for the State related to service levels based on your experience in similar projects.18. Service Levels for System Enhancement Services (Section 1.4.8.3)Explain how you will meet the Service Levels listed in Section 1.4.8.3. Describe your process for identifying, prioritizing, and communicating problems that are contributing to a failure to maintain Service Levels.Describe best practices or considerations for the State related to service levels based on your experience in similar projects.19. Transfer PlanProvide a transfer plan that describes your process and timeline for working with the initial System Integrator to ensure a seamless and efficient transfer of responsibilities.20. State Defined Development Tool SetPlease confirm your company will use the State defined development tool set. For the CaMSS, the State is currently leveraging the Atlassian Suite, including Jira and Confluence. For code repository, the State is leveraging TFS. ................
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