ECPS 121
Revised 7-9-09
HHS Procurement and Contract Services
Customer Relationship Management (CRM) System
RFP ADDENDUM
ADDENDUM No: 3
for
RFP No: 529-16-0005
Date: 03/13/2015
PCS Purchaser: Alice Hanna
Phone: 512-206-5277
Proposal Due Date: March 20, 2015
Proposal Due Time: 2:00 p.m. Central Time/Daylight Saving Time
DESCRIPTION OF THE ADDENDUM:
This Addendum is issued to provide the following information, clarification or change:
Please find below the response to Customer Relationship Management (CRM) System Vendor
Questions:
No.
RFP Section
Vendor Question
1
Page 17 Section
2.3.9 Integration
Capabilities
2
Page 30 Section
3.14.1 Number
of Copies
3
Page 30, section
3.14.2
4
Page 15, section
2.2.10
What phone system vendor is used
by the Texas Information and
Referral Network in its 2-1-1 call
centers?
Is the completed Cost Proposal
Excel file reflecting the information
in the separately packaged RTM
Designs Cost Proposal to be
included in the set of three (3)
electronic copies submitted on the
portable media?
The RFP references that
submissions are due by the date
and time listed in section 1.3. There
is no time associated with the
March 20, 2015 proposal due date.
What time on March 20, 2015 are
the proposals due?
RFP: Availability
System must be available twentyfour (24) hours per day, seven (7)
Page 1 of 10
HHSC Response
AT&T
Yes. On the electronic copies you
will have 3 folders, Business,
Technical and Cost.
Proposals are due no later than
2:00 pm Central Time/daylight
saving time.
This requirement will not be
removed.
ECPS 121
Revised 7-9-09
No.
RFP Section
Vendor Question
HHSC Response
days per week, three hundred and
sixty-five (365) days per year, with
average downtime- both scheduled
and unscheduled- not exceeding
sixty (60) minutes per month, and
periods of intermittent slowness not
exceeding ninety (90) minutes per
month. (Scheduled downtime must
occur after 8:00 pm Central
Standard Time.)
Vendor Question: Support service
levels are generally defined by the
Cloud Service Provider and based
on the level of support purchased
by the customer. We request that
this requirement be removed or
negotiated to a lower level to be
more in alignment with commercial
best practices for SaaS.
A Cloud Services Provider would
be responsible for maintaining
access in terms of performance
and availability to the data. The
data is owned by the Customer.
The Tx HHSC would have full rights
to extract their data at any time.
Cloud Services Provider does not
typically offer source code because
it is inapplicable to software
delivered as a service subscription
through a multitenant architecture.
Therefore, can this requirement be
adjusted for pure SaaS solutions?
We were only able to find March
2013 version. Can HHSC please
provide the April 2013 version?
5
Page 25,
Section H.
Provide all
source code and
database
schemas to
HHSC/TIRN
upon request.
6
Page 6, Section
1.4
This system
must adhere to
the AIRS
Standards for
Professional
Information and
Referral, Version
7.0, Revised
April 2013
Page 12,
Can HHSC provide estimates for
Section 2.1
future growth over next 5 years?
The system
should be cost
effective and
have the
7
Page 2 of 10
The requirement is rewritten as
follows: "Provide all database
schemas to HHSC/TIRN upon
request."
Instances of "AIRS Standards for
Professional Information and
Referral, Version 7.0, Revised
April 2013" should read " AIRS
Standards for Professional
Information and Referral, Version
7.0, Revised March 2013"
Over the next five years, HHSC
will seek other technology
solutions for its 2-1-1 TIRN
program (e.g. chat, text
messaging, GIS mapping, mobile
application). The CRM system
ECPS 121
Revised 7-9-09
No.
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9
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11
12
13
14
RFP Section
Vendor Question
foundation to
support future
growth.
Page 17,
Section 2.3.8.
HHSC Response
should have ways to interface with
these solutions. The CRM system
should also allow for client growth.
Can HHSC provide details on
2-1-1 TIRN handles over 3 million
amount of historical client data (# of calls per year. Records consist of
records) to be maintained in system approximately 150 data elements,
for reporting purposes?
of which 50 are used with relative
frequency.
Page 17,
Can HHSC provide the PBX
Hosted Cisco Call Manager and
Section 2.3.9.
platform details: vendor, model,
Cisco CVP (Version 9.x)
The CRM should and version?
integrate with
the TIRN phone
system
Page 17,
Can HHSC please provide the
“DB format” in this case, means
Section 2.5.1 C. specification/definition of DB
that the data should be exported in
Ability to export
format?
a way that is consistent with how
in DB forma
the data is structured within the
CRM system, in terms of data
elements. “Excel, XML” are
examples of permissible formats.
Page 18,
Please provide a definition of ‘Data ‘Data Provider’ is a designation for
Section 2.5.1 P. Provider’?
an Area Information Center, such
that resource or client data input
by a staff at a particular AIC would
bear that AIC’s data provider
designation.
Page 23,
Can HHSC please elaborate and
Follow-up, Case-Management,
Section 2.5.6 K. provide specific use case examples and Quality Assurance are
System must
for each of these areas so that we
examples of functions that may be
support Followcan appropriately answer your
similar to the standard caller
up, Caserequirements?
intake form, but involve other data
Management,
fields pertaining to the function in
Quality
question. Additionally, functions
Assurance, and
such as Case-Management may
other functions
necessitate a functionality to
outside of
manage client records differently
standard I&R
(e.g. associated related clients’
transactions.
records).
Page 24,
Can HHSC provide estimate on
An estimate of the number of rules
Section 2.5.9 A
number of monitoring rules that
cannot be provided. These
& B.
would be enforced concurrently?
requirements pertain to detection
of uncharacteristically high
submissions of certain data
entries.
Page 26,
The Cloud Services Provider that is Yes.
Section 2.8.
providing the SaaS solution
Respondent
provides a flexible, configurable
organizations
solution that can achieve all of the
must be able to
AIRS taxonomy and business rules
provide a
requirements. Can other similar
Page 3 of 10
ECPS 121
Revised 7-9-09
No.
RFP Section
Vendor Question
solutions such as 311 and
information and referral solutions
implemented by the Cloud Services
Provider be used to satisfy this
requirement?
15
commercial
product that is
currently in use
for a minimum of
three (3) years,
utilized by
information and
referral services,
and that
complies with
AIRS Taxonomy
standards
N/A
Page 17,
Section 2.3.8
Page 17,
Section 2.3.8
Will HHSC please grant a week
extension of the proposal response
due date?
Will you permit the use of offshore
consultants on the development
work as long as it applies to HHS
regulations?
You mentioned budget for project is
$400K per year, does that include
software, deployment services, and
training?
What database technology does
VisionLink utilize?
Will there also be data migration
needed from the 2-1-1 system?
20
Page 17,
Section 2.3.8
If so, does that have to be
completed by 9/1/15 as well?
21
Page 12,
Section 2.1
Page 12,
Section 2.1
Is VisionLink your provider for 2-11. If not, who is?
Are there components in the
current CRM solution that are not
meeting your requirements?
Is the sole purpose for the RFP that
your current contract is expiring on
8/31/15 and you do not have any
additional extensions available?
Will remote attendees get a copy of
slides/handouts from vendor
conference?
16
17
18
19
22
23
Page 12,
Section 2.1
24
General
Page 4 of 10
HHSC Response
The procurement timeline does
not allow for such an extension.
Yes, permitted that actual HHSC
data is not offshore.
Yes. This is a total maximum per
year cost for this contract.
A CRM software product named
CommunityOS.
All resource and client data needs
to be migrated into the CRM
system. Resource data will be
provided by HHSC in .xml, .csv, or
.xlsx. Client Data will be available
in .csv or .xlsx
Resource data migration needs to
be completed within the first (4)
weeks after the contract start date,
or by 09/01/15, whichever is later.
Client data migration needs to be
completed within the first (6)
weeks after the contract start date.
VisionLink is the current CRM
provider.
This information is more
appropriately the subject of a
Public Information Act request.
HHSC's purpose for the RFP is to
competitively procure a CRM
system that provides best value to
HHSC.
Vendor Conference presentation
slides have been posted as
Addendum 2.
ECPS 121
Revised 7-9-09
No.
RFP Section
Vendor Question
25
When the $400,000 budget was
established was this designed to be
an ongoing yearly service charge?
26
Are training, support, configuration,
and implementation, included in the
$400,000 budget?
Will contractor have direct access
to individual/individuals
championing this project? If so,
please outline rules of engagement
with this individual/individuals along
with response time.
Will CRM need to be HIPAA
Compliant?
Is HHSC able to provide a
breakdown of users (e.g. I&R
Specialist, Management, Executive
User, etc) and explanation of uses
within the system for contractor to
gain a better understanding of
workflows and user types.
27
28
29
30
What is meant by website
management?
31
Is there an example in which HHSC
has executed a contract, vendor
has started/completed work and
was not compensated due to
budgetary or resource constraints?
Why is HHSC migrating from
current vendor?
Is there an API or where to
download the zip code database
content?
Is there an API available for the
IVR to capture data from the 2-1-1
database into the CRM database?
Are the forms for the different
components (e.g. Agency
Management, Emergency
32
33
34
35
Page 5 of 10
HHSC Response
$400,000 is the per year budget
for this procurement. However,
this is not the expected per year
cost for this procurement.
Yes. This is a total maximum per
year cost for this contract.
No, the sole point of contact for
this procurement is Alice Hanna.
Yes, the CRM will need to be
HIPAA Compliant.
Authorized CRM user roles must
include, but need not be limited to:
Call Specialist- access to call
form, documents directory; Call
Center Manager- access to client
data records; Resource Specialistadditional access to resource
management functions; Report
Specialist- additional access to
resource and client data reporting
functions; Administrative Useraccess and editing ability for all
functions.
In addition to statements in 2.2.5,
Website Management involves
making available a administratorcustomizable public-facing version
of the resource database, with
certain resource data fields hidden
from use.
This information is more
appropriately the subject of a
Public Information Act request.
See question 23.
Zip code database will be provided
by HHSC to contracted vendor.
The phone system provides full
CTI capability.
AIRS XSD and the AIRS
Standards together make clear
what data elements are required
ECPS 121
Revised 7-9-09
No.
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RFP Section
Vendor Question
Management etc) provided by
HHSC or could HHSC provide
either an attached screen shots of
how these components forms look
like in the currently used CRM or
Vision Link community OS. Or does
the AIRS XSD have all the
necessary form information?
Will everyone who passes the
HHSC RFP requirement be allowed
to demo, or will it be a selective
process?
What is required for the Demo
presentation?
Does this RFP represent all 2-1-1
providers in the state? If not, which
ones are not included and why?
Are there any regions of the state
currently without 2-1-1 service
today and how would those be
treated in the context of this
contract if/when they do get 2-1-1
service?
Will any of the initial or ongoing
costs be paid by the individual 2-11 providers and if so, do you need
our quotation to allocate costs
amongst those centers?
Can we get a list of the estimated
annual call volume for each of the
participating centers as well as
estimated annual growth in that call
volume for the entire network
overall?
Would you kindly provide a sample
export of the existing Call data as
well as Referral Database
(Resources) data so we can see
the structure and estimate the effort
to import it?
Approximately how many total Call
records and how many total
Referral Database records will
need to be imported?
In section 2.2.1 you refer to Data
Providers. Beyond what you note
as the ability to “resource data
reports to be run that are specific to
Page 6 of 10
HHSC Response
and their needed structure.
Yes, all respondents who at least
meet the minimum RFP
requirements will participate in
Vendor Presentations.
Applicants will be notified of
Vendor Presentation format and
requirements prior to Presentation
date.
Yes. All 2-1-1 providers in the
state are part of the Texas
Information and Referral Network.
No. Texas 2-1-1 coverage is
statewide.
No. Contract is fully funded
through HHSC.
2-1-1 Texas handles an average
of three million (3,000,000) calls
per year. HHSC does not have
annual growth estimates.
Yes, HHSC will provide samples
of client and resource data to all
applicants prior to Vendor
Presentation, for use during
Vendor Presentations.
Approximately nine million
(9,000,000) client data records,
and approximately fifty-five
thousand (55,000) resource data
records will need to be migrated.
‘Data Provider’ is a designation for
an Area Information Center, such
that resource or client data input
by a staff at a particular AIC would
ECPS 121
Revised 7-9-09
No.
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RFP Section
Vendor Question
HHSC Response
a certain AIC or TIRN”, are there
any other restrictions or capabilities
that Data Providers want or need
for the records they own? For
example, should it be the case that
only the “owning” AIC can their
record and no other user?
In section 2.3.5, can you clarify
which parts of the CRM need to
meet the Spanish Language
requirements?
bear that AIC’s data provider
designation. It should not
necessarily be the case that only
the data provider can access the
record in question. In the least,
Administrative users have access
to all records.
Texas Administrative Code,
Chapter 206 includes specifics for
Spanish Language requirements.
Public-facing portions, and public
website, must meet these
requirements.
As with initial data migration, 2-1-1
TIRN may have other needs to
mass-import resource data into
the CRM.
In section 2.5.1.G, you note the
ability to “have an API to mass load
Agencies and Contact data and
extract data from other sources”.
Can you elaborate on this
requirement including scenarios in
which these capabilities might be
used?
In section 2.6.H, you indicate that
the provider must “Provide all
source code and database
schemas to HHSC/TIRN upon
request”. As a commercial product,
those assets are our intellectual
property and agreement to share
them would require extensive legal
protections and also significantly
increase the cost of the contract. Is
this a firm requirement? If so would
you be willing to entertain alternate
arrangements such as code
escrow?
In section 2.9.D, can you elaborate
on the “work flows (notifications
and task assignments) and
approval rules” requirement
perhaps with examples?
If a proposal is submitted with an
HSP using “Method 5 –
Respondent does not intend to
Subcontract” and the respondent
themselves is not a HUB entity,
what effect, if any, will this have on
the scoring of the respondent’s
proposal? How would it be viewed
in comparison with other proposals
using other HSP Methods (for
instance, Methods 1 and 2), all
Page 7 of 10
See question 5.
The CRM must have functions for
Administrative and other users of
specific access levels to
disseminate information to all
Network users.
No, this will not have any effect on
scoring.
ECPS 121
Revised 7-9-09
No.
RFP Section
Vendor Question
HHSC Response
other factors being equal?
50
51
52
53
54
55
Can you articulate who will be on
the evaluation committee and their
roles and titles? By understanding
the committee’s composition we
can better orient our proposal to
what we think are their needs.
Will there be an overall full time
project manager from the Texas 21-1 network chartered with
orchestrating the project with the 25
participating centers and the
selected vendor? Or do you expect
the vendor to serve in that role?
Section 2.3.6 says "The system
must provide a hierarchical security
structure wherein client and
resource records are associated
with specific users and AICs. Users
must have profiles with security
designations managed by
Administrators. This hierarchical
security structure must be applied
to system functionality access as
well as online screens."
Is this in reference to a "public
view"? If so, what levels of security
are needed for public viewers (i.e.
people who are not assigned a
User License)? Should they be able
to (a) have a read-only view of the
resource record, (b) and/or any
other rights? If other, please
elaborate.
Is there an expectation that vendors
confirm/comment on each of the
items listed in section 2? If so,
where is the best place to include
that information - in Section 3 /
Project Work Plan?
Section 3 / Financial Capacity
specifies that respondents provide
financial statements. For privatelyowned companies that do not
disclose financial statements, are
there other acceptable indicators of
financial stability and solvency that
might be substituted in order to
comply with the requirement (such
Page 8 of 10
No, evaluator roles and titles are
not disclosed.
Yes. TIRN Administrative users
act in this capacity.
(Question below.)
This is only in reference to the
non-public portions of the CRM
system. Non-public users (i.e. 2-11 Network users) must have
authenticated logins. Public users
will have read-only views of
resource database content, with
limitations on visibility of certain
fields, at the discretion of
Resource Specialist users.
Yes, this expectation exists. Yes,
Section 3, Project Work Plan is the
best place to include this
information.
HHSC will entertain other
assurances of financial stability
and solvency.
ECPS 121
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No.
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RFP Section
Vendor Question
as Dun & Bradstreet rating, etc.)?
Will you publish the list of Vendor
Conference attendees?
What is the telephone system used
by TIRN? (reference to Section
2.3.9 - Integration Capabilities)
58
Where is the website hosted? Will
we gain access to the 2-1-1
database because
59
Do you want the system to be on
premises or a cloud solution?
Would HHSC Hosting the CRM
Solution on their servers, or could a
cloud bas solution suffices?
What is required at the time of oral
presentations?
Current CRM is for 2-1-1?
Expiration date of contract with
current supplier?
What is the current CRM
technology system?
Is Maximus the current provider for
this contract? How long does their
contract currently run, if yes?
If there is existing provider for this
work, why is HHSC re-procuring?
What CRM System is HHSC using
today?
How will the CRM be hosted?
Is the selected vendor required to
host the CRM?
If not, would HHSC consider
allowing a hosted solution?
Is there a go live date that must be
met?
Is anything driving that timeline?
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Would the agencies provide more
scenarios and behold better logic?
Can this be built on the fly?
Clarify accounts “750”.
How will transition costs be
factored in for the non-incumbent
Page 9 of 10
HHSC Response
This information is published as
Addendum 2.
TIRN uses a Cisco telephone
system with both ACD (agent
routed) and administrative phone
capabilities.
It is HHSC preference that the
website will be hosted by the
vendor. Please resubmit your
questions because it is not
complete.
See question 58
See question 58
Schedule and content are
undetermined as of yet.
Community OS – August 31st
See question 62.
No, Maximus is not the current
vendor.
See question 23.
See question 62;
See question 58
“Go live date” is spelled out in the
RFP as time allowed for Resource
Data conversion after contract
start date, or September 1st,
whichever is later.
Resource data is necessary for 21-1 Call Specialists to make
referrals.
HHSC does not understand the
question.
Total cost is considered as an
evaluation criterion. Applicants
ECPS 121
Revised 7-9-09
No.
RFP Section
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Vendor Question
HHSC Response
vendors? Would HHSC consider
either minimizing the scoring for
transition cost or eliminating from
scoring?
Including transition cost in the
overall price evaluation favors an
incumbent.
Would HHSC entertain a one-week
extension to the proposed due
date?
1) Will HHSC consider a three
week extension?
2) Did HHSC view demos of any
solutions prior to RFP release?
If so, what solution?
3) Does HHSC have a defined
budget for this project that they
can share?
For the TIRN IVR, is there an API
provided? How do we capture the
inputs from the 2-1-1 TRN system
into the CRM database?
are encouraged to outline cost
categories. HHSC takes transition
cost into account.
See question 15.
1) See question 15;
2) No;
3) See question 17
See question 34.
Failure to acknowledge receipt of this addendum may result in response rejection. Respondents
may acknowledge receipt by one of the following methods:
1. Sign and return this addendum to HHSC-ECPS with the solicitation response; or
2. Acknowledge receipt of this addendum on face of your response; or;
3. If response has already been submitted by respondent, respondent may acknowledge receipt
by signing and faxing the addendum to the fax number above prior to solicitation due date and
time:
Authorized Signature:
Date: ________________
Printed or Typed Name of Authorized Signature: ____________________________________
Business Entity Name: ________________________________________________________
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