Opportunity Detail

Questions and Answers

Ohio Medicaid Consumer Hotline
Document #:  JFSR1213078004


Question:   Regarding Attachment E, Proposal Score Sheet, Specifications Deliverables Item #9, the RFP Section reference column refers to section 3.4.D. We are unable to identify where this section is in the RFP. Would ODJFS please clarify?

Answer:   Correct reference for #9 has been added to the proposal score sheet.

Date: 3/17/2011

Inquiry: 21726


Question:   Section C on page 46 indicates that the lowest cost will be awarded a designated number of points as specified in Attachment E. This information does not appear to be in Attachment E. How many points will be awarded to the lowest cost proposal?

Answer:   Do to an administrative error in Section C, the correct information has been added to the RFP to reflect the appropriate scoring process.

Date: 3/17/2011

Inquiry: 21725


Question:   P.27, Section III Deliverable J Managed Care Enrollment Exception Requests • How many exemption requests are processed for Children in Custody (CIC), Title IV-E foster care or adoption assistance, Bureau for Children with Medical Handicaps (BCMH), Supplemental Security Income (SSI) or Medicare exception requests? P.28, Section III Deliverable K Managed Care Transition of Membership and Just Cause • How many Transition of Membership issues and Just Cause requests are handled monthly and annually? P.29, Section III Deliverable L Mail Fulfillment • Will ODJFS provide information on the size of each mailing type so that a cost effective solution can be designed? P.30 Section III, 3.2 Number of Participants. This section indicates that the Hotline has been accepting general inquiries related to Medicaid as well as enrollment-related calls since September 2010. • Does this imply that the two contracts were combined into one Hotline contract at that time? P 30 Section III, 3.2 Number of participants The RFP notes that calls have fluctuated from a high of 142,942 calls to a low of 85,851. • What has been the cause of the fluctuations and are they expected to continue? The RFP notes that The Hotline averaged 65,023 calls a month from consumers interested in enrolling in an MCP or wanting additional information about managed care. • Is this in addition to the average of 104,274 per month noted in the paragraph above, or is it a subset? P. 31, Section III Compensation Structure • Will ODJFS confirm that it is expecting a single monthly price to remain in effect for the entire ten year period of the contract and regardless of changes in scope or volume? • What measurement criteria will be used to determine that the vendor systematically failed to satisfy any of the deliverables listed? • This section refers to deliverables listed in section 3.2 however, the deliverables are actually specified in section 3.1. Please clarify. P. 33, Section 4.7. This section prohibits reimbursement for travel expenses. • Please provide the rationale for this prohibition as it relates to community based outreach that is delivered within the scope of this contract. P.35 , Section 4.12. This section describes conflict of interest requirements. • Is this contract subject to the conflict of interest requirements for enrollment broker contracts specified in the Balanced Budget Amendment of 1997? P.44, Section VI, 6.1.C Phase III – Criteria for Considering the Cost Proposal The vendor proposing the lowest cost will be awarded a designated number of points (as specified on the Technical Proposal Score Sheet, Attachment E.) The vendors proposing the second and third lowest costs will earn successively fewer points, and any proposals offering costs higher than the third lowest will earn NO points for their cost proposals. In the event of identical proposed costs (e.g., two or more vendors are tied for offering the lowest costs), all vendors proposing the same rates will be awarded the same number of points. • Attachment E doesn’t provide scoring methodology for the Cost Proposal. Please clarify how the points will be awarded for the lowest price, 2nd and 3rd places. • Please define term successively. • Are points for cost to bidders without the lowest score awarded in proportion to the difference in price? Attachment E: Technical Proposal Score Sheet It appears that multiplying the weightings by the maximum value for each category (which is 10 for all but the last two categories related to Proposal Organization) and totaling the results yields a maximum score of 1,668. Please confirm the maximum value of the technical score and the method for calculating it.

Answer:   To view the answers for this inquiry, please click here.

Date: 3/10/2011

Inquiry: 21665


Question:   Regarding Attachment E, Proposal Score Sheet, Specifications Deliverables Item 9, this section states that the bidder should provide “the staff hours for personnel involved”, and “a chart of the number of hours devoted to the Project by vendor staff”. These requirements seem to be asking for the same thing. Would ODJFS please provide clarification as to these requirements and more specific information as to how it would like to see this information presented?

Answer:   The vendor is to propose one flat monthly fee for the entire life of the contract.

Date: 3/10/2011

Inquiry: 21727


Question:   The cost proposal form states that the contractor shall propose a monthly fee for the entire contract period. Will the contractor bill the same monthly fee for the entire contract period of ten years, which means the monthly fee will be the same for the one-hundred and twenty (120) months?

Answer:   The vendor is to propose one flat monthly fee for the entire life of the contract.

Date: 3/10/2011

Inquiry: 21755


Question:   May the contractor propose a different monthly rate for each year over the contract period? This would result in a different monthly fee for each year. For example, a monthly fee for July 1, 2011 to June 30,2010, a higher fee for July 1, 2012 to June 30, 2014 and increase for the remaining years?

Answer:   The vendor is to propose one flat monthly fee for the entire life of the contract.

Date: 3/10/2011

Inquiry: 21757


Question:   P.22,Section III, Deliverable F. Call Center Metrics, Item 3. Second sentence sates “Calls abandoned in less than seconds after entering the queue should not be counted in the abandonment rate.” Please specify how many seconds.

Answer:   Thirty (30) seconds.

Date: 3/10/2011

Inquiry: 21765


Question:   Can you clarify what this is - MCP enrollment? Does the vendor need to reside in Ohio to be eligible?

Answer:   MCP is the Managed Care Plan enrollment. The vendor must establish the Hotline call center in the Columbus metropolitan area.

Date: 3/10/2011

Inquiry: 21791


Question:   Regarding the cost proposal, would ODJFS please confirm that the monthly fee is to be the same monthly price for all years of the contract, including renewals?

Answer:   Yes

Date: 3/10/2011

Inquiry: 21731


Question:   The third asterisk on page 6 indicates that there are three potential renewal contracts through June 30, 2019. Page 9, Section 1.9 indicates that there are four potential renewal contracts through June 30, 2021. Which is correct?

Answer:   Subject to approval by the Controlling Board, the contract period is expected to run from July 1, 2011 through June 30, 2013, with four renewal contracts to be in effect, contingent upon satisfactory performance, continued availability of funding, and all required approvals, from July 1, 2013 through June 30, 2021. Since state law prohibits ODJFS from making financial commitments beyond the fiscal biennium (e.g., 7/01/11 through 6/30/13), the contract with the selected vendor will be subject to multiple renewals. All renewals are subject to approval by the Controlling Board.

Date: 3/10/2011

Inquiry: 21724


Question:   Could the State please provide the budget for this project? Also, who will be the States program manager?

Answer:   ODJFS will not disclose the allotted budget for this project.

Date: 3/10/2011

Inquiry: 21713


Question:   Attachment E: Technical Proposal Score Sheet • Item 28 of the Technical Proposal Score Sheet states “The vendor must have the ability to mail, within 24 hours of the request, publications, applications, managed care enrollment by mail packets (EMPs) and managed care reminder letters as outlined in Deliverable C, or other material determined by ODJFS.” The Score Sheet references RFP Section 3.1 C, but that information appears in Section 3.1, Deliverable L(1). Please clarify. • Item 29 of the Technical Proposal Score Sheet states “The vendor has the ability to assist callers to complete applications, and mail the partially completed application to the caller.” The Score Sheet references RFP Section 3.1 C, but that information appears to be asked for in Section 3.1, Deliverable L(2). Please clarify. P.43 Section V. Proposal Format and Submissions, 5.2.B Technical Proposal Details, Tab 2d Additional Staff Experience, Characteristics, and Capabilities • The section of the RFP states “The vendor should include information that demonstrates a firing plan and how many CSRs and supervisors the vendor plans to hire.” Should this say “hiring plan?”

Answer:   1) Item 28 of the score sheet now references Deliverable C and L. 2) Item 29 of the score sheet now references Deliverable L. 3) The correction has been made to the document to say "hiring plan".

Date: 3/2/2011

Inquiry: 21707


Question:   P.10,Section II, 2.1.Mandatory Qualifications, G. The proposal must demonstrate that the physical location of the call center will be in the Columbus metropolitan area. Question: Is it possible for any functionality, specifically lockbox management and premium processing, to be performed outside the Call Center facility in Columbus?

Answer:   Yes

Date: 3/2/2011

Inquiry: 21690


Question:   P.16-19.Section III, Subsection 3.1, Deliverable C. Managed Care Enrollment Services. Based on our experience providing enrollment services in other States, and the level of detail provided in the RFP, please provide additional information regarding the following elements of the managed care scope of work: --We understand from C.2 that the State sends information to consumers when they must make enrollment decisions (upon becoming newly eligible and during open enrollment). Please provide additional information about what is sent or provide samples of the material that is sent. --For telephone enrollments that we conduct, is the vendor responsible for sending any type of written confirmation of the enrollment and the health plan/PCP choices as well as a consumers right to switch during the first 90 days? --For mail-based enrollments, is the vendor responsible for sending any type of written confirmation of the enrollment and the health plan/PCP choices as well as a consumers right to switch during the first 90 days? --Will the vendor have any input into the content of the enrollment forms and notices? --What are the vendor responsibilities to perform health plan changes, PCP changes, and disenrollments outside of the 90 day initial period? --Please clarify what reminder letters are produced by ODJFS and which are the responsibility of the vendor? --How do we verify the status of consumers who are eligible for managed care exceptions? --If a consumer moves from a mandatory to a non-mandatory category, how does the consumer know this and how is the vendor notified? In this situation, what are the vendors responsibilities?

Answer:   1) Samples of the initial enrollment notice and the open enrollment notice are available at www.jfs.ohio.gov. 2) No 3) No confirmation of the enrollment is necessary. ODJFS does require MCP provider directories as well as information outlined in 3.1.C.5 as requested by the consumer. 4) Yes 5) Open enrollment and accepting/processing exception requests. 6) The vendor is only responsible for the reminder notice for assignments (3.1.C.7). 7) Most exceptions can be verified via the State's Medicaid Information technology System (MITS). The County Public Children Service Agencies (PCSAs) provide requests/verification for CICs or Title IV-E. The Hotline contacts the State Department of Health for verification of (Bureau for ) Children with Medical Handicaps (BCMH). The Hotline also sends requests to ODJFS for verification (e.g., TPL, Nursing Home, waiver, just causes, etc.) 8)The consumer is notified either through the county department of job and family services or applicable agency (i.e., Social Security, Medicare, Department of Health, and PSCA). It is then the consumer's responsibility to notify the Hotline. The Hotline is responsible to verify the 'non-mandatory category' via MITS or CRIS-E or State Department of Health for verification of (Bureau for ) Children with Medical Handicaps (MCMH) or sending the request to ODJFS for verification (e.g., TPL, Nursing Home, and waiver.) Any verification done by the Hotline should result in applicable enrollment changes and a letter should be sent to the consumer.

Date: 3/2/2011

Inquiry: 21701


Question:   P.16, Section III, Section 3.1, Deliverable C.1. Managed Care Enrollment Services. Please identify all of the notices and informational or instructional materials that the vendor is expected to produce. P.27, Section III, Subsection 3.1, Deliverable J. Managed Care Enrollment Exception Requests. Should the full array of choice counseling services be provided to those who fall into the "voluntary" category (they may enroll in managed care but are not required to)? In educating them about their options, does the State have a preference for how the choice of whether to enroll in a MHP should be handled? P.27, Section III, Subsection 3.1, Deliverable J. Managed Care Enrollment Exception Requests. Is the "Children in Custody" cohort an excluded group or a voluntary group? How would the vendor know if a person falls into an excluded or voluntary group? Must this status be confirmed by the vendor? If so, how? P.28-29, Section III, Subsection 3.1, Deliverable K. Managed Care Transition of Membership and Just Cause. When a consumer seeks a Just Cause action, is the person attempting to switch health plans or be removed from the mandatory managed care population?

Answer:   1) At this point, the cover letter and enrollment form with instructions associated with enrollment by mail packets 9refer to 3.1.C.5), reminder notice for assignments (3.1.C.7), exception notifications letter (3.1.J.2), just cause notification letter (3.1.K.4). 2) It is necessary to provide the full array of choice counseling services to those cnsumers who simply wan to call and opt out of managed care. 3) This is a voluntary group. 4) County Public Children Services Agencies (PCSAs) determine those children to be exempted from managed care enrollment. The PCSAs will communicate this to the Hotline. 5). Consumers in the mandatory managed care population must remain in a manged care plan. If ODJFS approves a just cause, the consumer will be permitted to change MCPs.

Date: 3/2/2011

Inquiry: 21700


Question:   P.1, Section 1.1 Purpose. In the third paragraph, one of the vendor responsibilities is "health needs assessment and reporting." However, this responsibility is not indicated as a deliverable elsewhere in the RFP. Is there such a responsibility and, if so, what are the requirements to which we must respond? P.27, Section III, Deliverable J. Managed Care Enrollment Exception Requests. Please provide information or policies or procedures regarding the handling of these exception requests, including which ones are mandatory and which are voluntary. The reference to Appendix E does not appear to be applicable. P.28-29. Section III, Deliverable K. Managed Care Transition of Membership and Just Cause. Please provide the ODJFS-developed procedures related to Transition of Membership issues and Just cause requests. P.29, Section III. Deliverable K.4 Managed Care Transition of Membership and Just Cause. The RFP indicates that the vendor shall resolve all Just Cause requests involving PCPs not contracted with the consumers MCP provider panel.Please explain this requirement in greater detail, specifically what is required to "resolve" these requests and what makes them different than other Just Cause requests. P.28, Section III, Deliverable K.3. Managed Care Transition of Membership and Just Cause. There is a reference to Appendix A in this section, but the Appendix A that is included does not provide any information about how the Just Cause process is intended to work. Please clarify. P.18, Section III, Deliverable C. Managed Care Enrollment Services. Subsection 4. Enrollment through the Hotline Website. Would it be acceptable to confirm selection with a message that appears on the screen at the time of the transaction? This would be in lieu of an e-mail or phone call. Attachment E, "Managed Care Enrollment Services" criteria. Item #25 appears to relate to 3.1.J and item #26 appears to relate to 3.1.K. Please confirm.

Answer:   1) Health Needs Assessment is in Delverable C.3, the bullet Choice counseling must also assist potential enrollees in choosing the MCP that best meet their health care needs and include: Reporting is included as part of Deliverable H., Reporting. 2) Policies and procedures will be developed during the implementation of the contract. Further reference regarding managed care exception requests acan be found in the Ohio Adminstrative Code (OAC) 5101: 3-26-02 and 5101: 3-26-02.1. 3) Policies and procedures will be developed during the implementation of the contract. Further reference regarding Managed Care Just Cause requests acan be found in the Ohio Adminstrative Code (OAC) 5101: 3-26-02 and 5101: 3-26-02.1. 4) Refer to Ohi Administrative Code (OAC) 5101: 3-26-02.1 to augment this requirement. Generally, just causes requests are not processed involving PCPs not contracted with the consumer's MCP provider panel. Consumers must contact their MCP to change PCPs. The process for these situations is outlined in Section III, Deliverable K.4. 5) Appendix A refers to the file format to be followed when forwarding these requests to ODJFS. Further policies and procedures will be developed during implementation of the contract. 6) Yes 7) Yes

Date: 3/2/2011

Inquiry: 21699


Question:   P.15, Section III, 3.1.Deliverable B. Telephone System - requirement #1 - Can the Department provide an estimate of the number of calls each month that would require a "warm transfer" to MCP services, ODJFS, local CDJFS, or other outside offices?

Answer:   Approximately 500 calls per month require a warm transfer.

Date: 3/2/2011

Inquiry: 21704


Question:   P. 17, Section III, Deliverable C.3 Managed Care Enrollment Services, Item 5. • Per the bullet, Choice counseling must include “Information regarding transition of membership and exceptions (e.g. Medicare, Children in Custody (CIC), Bureau of Children with Medical Handicaps (BMHS) and Supplemental Security Income (SSI) as delineated in Appendix B and Appendix C,” These appendices address the customer contact file and the assignment utilization file, respectively. Please provide the appendices that address transition of membership and exceptions. P.20, Section III, Deliverable E.4 Information Technology System, Item 4 • Per the bullet, file transfers include “Producing and forwarding to MCPs, MCP-specific selection, selection change, and assignment transaction data in a format designated by ODJFS (see Appendix G).” Appendix G references processing MCP provider network and affiliation files. Please provide the Appendix that addresses the daily enrollment files from the vendor to the MCPs. P.20, Section III, Deliverable E.4 Information Technology System, Item 7 • Per the bullet, “the vendor must have the ability to exchange premium data with CRIS-E, a daily file from CRIS-E containing new premium data and changes to existing premium data, a daily file to CRIS-E updating premium payment status, and a monthly reconciliation file.” There is no further mentioning of the premium reconciliation file. Please provide details for the premium reconciliation file. Who provides the file: CRIS-E or the Hotline? Who processes the file: Hotline or CRIS-E? What is the expected format of the file, and what is expected as a result of this processing? P.27, Section III Deliverable J.1 Managed Care Enrollment Exception Requests • This deliverable says “Accept and verify CIC status, Title IV-E foster care or adoption assistance, receipt of BCMH, receipt of SSI or Medicare benefits as specified in Appendix E. Appendix E refers to sending selection and assignment transactions to MITS and processing the error response file from MITS. Please provide the appendix that contains these details. P.28, Section III, Deliverable K.3 Managed Care Transition of Membership and Just Cause, Item 2 • Per the bullet, the Hotline is responsible for “Completing, logging and forwarding to ODJFS all requests not resolved by the Hotline utilizing the OJDFS-approved format and procedures (refer to Appendix C):” Appendix C addresses processing auto assignments using the AUF file. Please provide the details on the “OJDFS-approved format and procedures.”

Answer:   1) Further reference regading managed care exception requests can be found in the Ohio Administrative Code (OAC) 5101:3-26-02 and 5101: 3-26-01. 2)Appendix B. 3)The file layout is in Appendix H, Premium File Layout from CRIS-E to Hotline. Monthly, the vendor must use the information in the premium file to reconcile it against their account information and make any corrections necessary. Corrections that cannot be made by the vendor should be forwarded to ODJFS for further research. 4) Policies and procedures will be developed during the implementation of the contract. Further reference regarding managed care exception requests can be found in the Ohio Adminstrative Code (OAC) 5101: 3-26-02 and 5101: 3-26-01. 5) Policies and procedures will be developed during the implementation of the contract. Further reference regarding managed care exception requests can be found in the Ohio Adminstrative Code (OAC) 5101: 3-26-02 and 5101: 3-26-01.

Date: 3/2/2011

Inquiry: 21705


Question:   P.14, Section III, 3.1 Item 4. The first bullet on this page prohibits remote based CSRs but item A.5 indicates it is acceptable to roll over excess call volume to another call center. • Would ODJFS consider remote based CSRs that are located in Ohio? • Are CSRs located outside Ohio permitted for call overflow? p.15, Section III, 3.1 Deliverable A Call Center Operations Item 7. What are the prevalent non-English languages? P.15, Section III, Deliverable B Telephone System, Item 2. This paragraph indicates that the vendor cannot use an interactive voice response system, however, some of the bulleted items listed in the section for the message system (provides information about the website, provides information about the enrollment process, etc.) are functions that are frequently performed by an IVR. • Could ODJFS clarify whether an IVR is allowable to perform the functions listed in this section instead of the automated messaging system? • If use of an IVR can achieve cost savings while preserving consumer satisfaction, will more robust uses of an IVR be permitted? P. 15, Section III, Deliverable B Telephone System, Item 2. • Can an IVR be used outside of business hours? P. 16, Section III, Deliverable B Telephone System, Item 7. • Are calls routed to a call back queue counted as an abandoned call? P. 18, Section III, Deliverable C Managed Care Enrollment Services, Item 5. This section suggests that enrollment materials are only sent on request. • How do potential enrollees find out about the program and their need to enroll? • Is there an initial mailing, and if so, who is responsible for mailing it? P. 18, Section III, Deliverable C Managed Care Enrollment Services, Item 5. • Can ODFJS post copies of the current materials for bidders to review? P. 18, Section III, Deliverable C Managed Care Enrollment Services, Item 6 • What percent of potential enrollees in mandatory enrollment counties fail to voluntarily choose an MCP? P. 18, Section III, Deliverable C Managed Care Enrollment Services, Item 7 • Can ODJFS provide a copy of the current reminder letter and confirmation letter? P. 19, Section III, Deliverable D Managed Care Enrollment Services, Item 1 • Can ODJFS provide monthly volume information on inquiries and correspondence from alternative sources, such as, instant messaging, e-mail, web portal (MITS), Contact Tracking Management System (MITS), and written correspondence? P. 19, Section III, Deliverable D Managed Care Enrollment Services, Item 2 • What are the timeframes for responding to inquiries? P. 21, Section III, Deliverable E, Item 7 • Please clarify how the data in the provider directory facilitates the vendor’s requirement to assist consumers in identifying providers that address consumers’ specific health care needs. P. 25, Section III, Deliverable I Premium and Co-Payment Collection Item 1 • Who is the state’s lock box vendor? P. 25, Section III, Deliverable I Premium and Co-Payment Collection Item 2 and Appendix J • Without volume information, the unit rates provided do not provide enough guidance for scoping the banking fees involved with this project. Can ODJFS provide volume information on the usage of each lockbox category? • Alternatively can ODJFS provide information on the amounts spent on lockbox services by month or year? P. 25, Section III, Deliverable I Premium and Co-Payment Collection Item 2 • How are vendors expected to interface with the lockbox? p. 27, Section III, Deliverable I Premium and Co-Payment Collection, Item 10 • What is meant by "collection of co-payments?" Co-pays are usually collected at the provider level at the time of service.

Answer:   1) Spanish is the most prevalent, Somali, Chinese, Arabic, and others to a lesser extent. 2)The vendor's proposal must clearly state how their technology will meet the requirements of this section. 3)The vendor's must clearly state how their technology will meet the requirements of this section. However, during business hours all consumer questions must be answered by a customer services representative. 4)The vendor's proposal must clearly state how their technology will meet the requirements of this section. 5)No, they should be counted as a call back. 6) Consumers are notified by an ODJFS generated notice. 7) ODJFS is responsible for the initial mailing. 8) Examples of the ODJFS generated enrollment notices are available at www.jfs.ohio.gov. Enrollment by mail packets are only sent by vendor by consumer request after they receive the ODJFS generated enrollment notice. 9) Approximately 50%. 10) The current reminder letter and confirmation letter are attached at the end of the RFP posting PDF file. 11) This is not a function the Hotline currently performs. 12) That will be determined by the ODJFS if and when this function is effective. 13) The provider directory allows customer services representatives to search for providers based on the consumers' request, i.e., speciality, location, etc. 14) Key Bank 15) The vendor determines which lockbox services are used. After the contract is awarded, the vendor will discuss with Key Bank and ODJFS specifics of the services and which services they will use. 16) This information is not available through the normal Q&A process, therefore I will answer and instruct the vendor on our procedures to obtain information using a the Public Record Request process. Section 1.6, Internet Question & Answer Period; RFP Clarification Opportunity states the following: "IMPORTANT: Requests from potential vendors for copies of previous RFPs, past vendor proposals, score sheets or contracts for this or similar past projects, are Public Records Requests (PRRs), and are not clarification questions regarding the present RFP. PRRs submitted in accordance with directions provided in Section 1.9, Communication Prohibitions, will be honored. The posted time frames for ODJFS responses to Internet questions for RFP clarification do not apply to PRRs." All Public Records requests should be addressed to: Chief Legal Counsel ODJFS Office of Legal and Acquisition Services 30 East Broad Street, 31st Floor Columbus, Ohio 43215-0423 17) The vendor determines which lockbox services are used. After the contract is awarded, the vendor will discuss with Key Bank and ODJFS specifics of the services and which services they will use. 18) This is not a function the Hotline currently performs.

Date: 3/2/2011

Inquiry: 21663


Question:   Page 4 Section I, 1.4 Overview of the Project. The RFP states, "Throughout the life of the resulting contract, ODJFS may create or eliminate other Medicaid eligible categories, reduce or increase MCP enrollment in the current or future eligible categories, or reduce the number of counties/regions served. Assistance to individuals belonging to these new categories would remain the responsibility of the Hotline." • Given that ODJFS is anticipating a fixed price contract for up to ten years, how will reductions or increases in MCP enrollment be handled for payment purposes? P. 5 Section I, 1.4 Overview of the Project. The RFP States, "Any state and/or federally mandated changes to rules, regulations, policies and procedures, such as found in the Ohio Revised Code (ORC) and OAC, Balanced Budget Act of 1997, Health Insurance Portability and Accountability Act of 1996 (HIPAA), etc., or Medicaid program changes that become effective during the contract, would be within the scope of work for the Hotline contractor." • Would population increases related to the implementation of the Affordable Care Act fall within the scope of work for the Hotline contractor? The Kaiser Family Foundation estimates that Ohio may add as many as 1 million new eligibles to Medicaid by 2019 as a result of the expansion to 133% of FPL. Will the fixed price be expected to cover these populations as well? • Effective Jan 2014 or before, Medicaid enrollment will need to be coordinated with the Exchange functions to achieve a seamless consumer experience. The Medicaid Consumer Hotline will have to coordinate many efforts with the Exchange that may include technical upgrades and staff augmentation. Will these changes result in Consumer Hotline contract amendments? P.7 Section I, 1.6 Internet Question & Answer Period RFP Clarification Opportunity. • Understanding that the future may differ from the past, can ODJFS provide more data on monthly calls received and answered by type, quantity of mailings sent by type and month, average volumes of calls received by time of day and day of the week, enrollment volumes by month, and transfer volumes by month? Providing this information would support the critical objective outlined on page 1, saving scarce resources in times of severe budgetary constraints, by allowing for a truly competitive bid from non-incumbent vendors. P.9 Section I, 1.9 Time Frames & Funding Source. • This section indicates that the transition period is from June 1, 2011 through June 30, 2011. This is an insufficient amount of time to conduct a meaningful transition of services. For example, ordering telephone lines and data circuits takes, at a minimum, 45 to 60 days. Would ODJFS consider an alternative phase in of services or a 120 day transition period that would allow non-incumbent vendors to provide a cost effective, competitive solution? • There are conflicting numbers of renewal periods throughout the RFP—4 through 6/30/2021 versus 3 through 6/30/2019. Please clarify. P.11-12 Section I. 2.3, 2.3.A.4, 2.3.B.5 and 2.3.C4. • In the interest of providing the state with the best possible candidates with most relevant, Ohio-based experience, would OJDFS consider removing the requirement to provide resumes of key staff as part of the proposal and the requirement for key staff to have one year experience with the vendor? Only the incumbent would have the staff in Ohio other vendors can bid staff with at least one year experience with the vendor, but it would mean relocating the staff to Ohio.

Answer:   1)The vendor is responsible for calculating a payment that accounts for fluctuations throughout the contract. If there are substantial increases or decreases in call volume or eligible population as agreed by ODJFS and the vendor other than what is stated in the RFP, the contract may be renegotiated or amended. 2)The impact of the Affordable Care Act and how it will be implemented in Ohio has not been determined at this time. Once a more complete picture of the Act is developed, then a determination can be made about its impact on this contract. 3)The impact of the Affordable Care Act and how it will be implemented in Ohio has not been determined at this time. Once a more complete picture of the Act is developed, then a determination can be made about its impact on this contract. 4)This information is not available through the normal Q&A process, therefore I will answer and instruct the vendor on our procedures to obtain information using a the Public Record Request process. Section 1.6, Internet Question & Answer Period; RFP Clarification Opportunity states the following: "IMPORTANT: Requests from potential vendors for copies of previous RFPs, past vendor proposals, score sheets or contracts for this or similar past projects, are Public Records Requests (PRRs), and are not clarification questions regarding the present RFP. PRRs submitted in accordance with directions provided in Section 1.9, Communication Prohibitions, will be honored. The posted time frames for ODJFS responses to Internet questions for RFP clarification do not apply to PRRs." All Public Records requests should be addressed to: Chief Legal Counsel ODJFS Office of Legal and Acquisition Services 30 East Broad Street, 31st Floor Columbus, Ohio 43215-0423 5)The dates listed in Section 1.5, after the March 24, 2011 submission deadline, are approximate. However, the Hotline must be fully operational on July 1, 2011 to ensure continuation of services to consumers. 6)Subject to approval by the Controlling Board, the contract period is expected to run from July 1, 2011 through June 30, 2013, with four renewal contracts to be in effect, contingent upon satisfactory performance, continued availability of funding, and all required approvals, from July 1, 2013 through June 30, 2021. Since state law prohibits ODJFS from making financial commitments beyond the fiscal biennium (e.g., 7/01/11 through 6/30/13), the contract with the selected vendor will be subject to multiple renewals. All renewals are subject to approval by the Controlling Board. 7)Only the project manager is required to be based at the call center in Ohio and does not have to be an Ohio resident when he or she is hired or when the proposal is submitted. The proposal must clearly indicate the vendor's intention that the project manager will be 100% based at the Hotline. The IT manager and the premium collection manager are not required to be located in Ohio.

Date: 3/2/2011

Inquiry: 21662


Question:   Page 4 Section I, 1.4 Overview of the Project. The RFP states: “ODJFS expects the selected vendor to transfer service from the previous contractor (if necessary) and operate a toll-free customer service call center.” • What is included in the transfer? Phone numbers, data lines? • Since it usually takes 45 to 60 days minimum to transfer an existing or install new phone and data lines, the only firm that could meet these timelines would be the incumbent. This requirement makes it close to impossible for other firms to bid and meet these operational deadlines. How does ODJFS expect to accommodate a new vendor’s start up within the context of a June 1, 2011 transition start date and a July 1, 2011 “go live” date?

Answer:   • What is included in the transfer? Phone numbers, data lines? Phone number, historical data, protocols and transfer of all responsibilities from the incumbent to the new vendor. • Since it usually takes 45 to 60 days minimum to transfer an existing or install new phone and data lines, the only firm that could meet these timelines would be the incumbent. This requirement makes it close to impossible for other firms to bid and meet these operational deadlines. How does ODJFS expect to accommodate a new vendor’s start up within the context of a June 1, 2011 transition start date and a July 1, 2011 “go live” date? " The dates listed in 1.5, after the March 24, 2011 submission deadline, are approximate. However, the Hotline must be fully operational on July 1, 2011 to ensure continuation of services to consumers.

Date: 3/2/2011

Inquiry: 21661


Question:   P.1 Section I, 1.1 Purpose. The RFP states that "It is our expectation that combining the two functions into one contract will result in measurable cost savings." • Do Consumer Medicaid Hotline and Enrollment Broker Services call centers operate under two separate contracts? • What is the current value of the two contracts the services resulting from this RFP will replace? • When the Consumer Hotline contract ended last year, was the Enrollment Broker contract amended to fold in the consumer hotline? • What is the reason for releasing this RFP now given the fact that the EB Services contract has two one-year optional extensions left (until 2013)? • Since the same vendor currently has both contracts, how does ODJFS expect to achieve these savings?

Answer:   • Do Consumer Medicaid Hotline and Enrollment Broker Services call centers operate under two separate contracts? YES • What is the current value of the two contracts the services resulting from this RFP will replace? This information is not available through the normal Q&A process, therefore I will answer and instruct the vendor on our procedures to obtain information using a the Public Record Request process. Section 1.6, Internet Question & Answer Period; RFP Clarification Opportunity states the following: "IMPORTANT: Requests from potential vendors for copies of previous RFPs, past vendor proposals, score sheets or contracts for this or similar past projects, are Public Records Requests (PRRs), and are not clarification questions regarding the present RFP. PRRs submitted in accordance with directions provided in Section 1.9, Communication Prohibitions, will be honored. The posted time frames for ODJFS responses to Internet questions for RFP clarification do not apply to PRRs." All Public Records requests should be addressed to: Chief Legal Counsel ODJFS Office of Legal and Acquisition Services 30 East Broad Street, 31st Floor Columbus, Ohio 43215-0423. • When the Consumer Hotline contract ended last year, was the Enrollment Broker contract amended to fold in the consumer hotline? NO • What is the reason for releasing this RFP now given the fact that the EB Services contract has two one-year optional extensions left (until 2013)? Cost savings to ODJFS. • Since the same vendor currently has both contracts, how does ODJFS expect to achieve these savings? " Streamlining operations, greater efficiency, and reduce duplication.

Date: 3/2/2011

Inquiry: 21660


Question:   How do I register as a bidder?

Answer:   You register as a bidder by submitting your proposal by the published deadline in Section 1.5, Anticipated Procurement Timetable.

Date: 3/2/2011

Inquiry: 21564


Question:   Would ODJFS be willing to provide such a request and be willing to accept a reference letter sent directly to them?

Answer:   Yes, ODJFS would accept a reference letter sent directly to them.

Date: 2/18/2011

Inquiry: 21555


Question:   Regarding Section III. 3.1 Deliverable C4 on page 17, the third bullet indicates that selection criteria is delineated in section 3.1.C.6. However 3.1.C.6 discusses enrollment assignments and not selection criteria. Would ODJFS please verify that this citation is in error and provide the correct section?

Answer:   Yes, the reference to 3.1.C.6. was made in error. 3.1.C.4. should be referencing 3.1.C.3.

Date: 2/17/2011

Inquiry: 21528


Question:   Please provide clarification on submitting the cost proposal. Is it to be included as Tab 5 of the Technical Proposal as indicated on page 43, or submitted in a separately sealed envelope as indicated in Attachment E?

Answer:   Section 5.2, Format of Organization of the Proposal has been corrected and reference the correct sub-tab.

Date: 2/17/2011

Inquiry: 21527


Question:   Item b. Vendor Characteristics, and Capabilities (Sub-Tab 2b on page 43) references requests that the vendor describe loan processing times as described in Section 2.2. Section 2.2 does not reference loan processing. Please clarify.

Answer:   Section 5.2, Format of Organization of the Proposal has been corrected and reference the correct sub-tab.

Date: 2/17/2011

Inquiry: 21526


Question:   This section requires the vendor to respond to Section 2.2 of the RFP, but does not reference Section 2.3 and 2.4 of the RFP. Should the bidder include a response to Section 2.3 and 2.4 under Sub-Tab 2b? If not, would the Department please clarify where Sections 2.3 and 2.4 should be addressed?

Answer:   Section 5.2, Format of Organization of the Proposal has been corrected and reference the correct sub-tab.

Date: 2/17/2011

Inquiry: 21525


Question:   In reference to attachment D -- ODJFS Model Contract -- are payments made monthly on net 30 day terms from the date of invoice?

Answer:   ODJFS's payment will be for the operation month indicated on the vendor's invoice.

Date: 2/16/2011

Inquiry: 21530


Question:   WIll the sate allow a secure teleworking/virtual agent solution?

Answer:   Answer: We are unsure as to the meaning of secure teleworking/virtual agent solution, but if you think this solution would address the deliverable requirements, please include it in your proposal.

Date: 2/15/2011

Inquiry: 21524


Question:   In reference to section 3.1 of the RFP, will there be any training material provided to the vendor? And if so, what would be provided?

Answer:   Protocols, program requirements and file formats will be provided during the transition period.

Date: 2/15/2011

Inquiry: 21522


Question:   How much training time is typically required per agent for each type of call?

Answer:   The amount of training is customized according to the needs necessary to adequately fulfill deliverable requirements, protocols, and new program initiatives. Training time necessary to accomplish these tasks is the responsibility of the vendor. The project must begin July 1, 2011.

Date: 2/15/2011

Inquiry: 21520


Question:   Is it possible to get a copy of the call arrival reporting by hour for the past 12 months? Thank you.

Answer:   This information is not available through the normal Q&A process, therefore I will answer and instruct the vendor on our procedures to obtain information using a the Public Record Request process. Section 1.6, Internet Question & Answer Period; RFP Clarification Opportunity states the following: "IMPORTANT: Requests from potential vendors for copies of previous RFPs, past vendor proposals, score sheets or contracts for this or similar past projects, are Public Records Requests (PRRs), and are not clarification questions regarding the present RFP. PRRs submitted in accordance with directions provided in Section 1.9, Communication Prohibitions, will be honored. The posted time frames for ODJFS responses to Internet questions for RFP clarification do not apply to PRRs." All Public Records requests should be addressed to: Chief Legal Counsel ODJFS Office of Legal and Acquisition Services 30 East Broad Street, 31st Floor Columbus, Ohio 43215-0423

Date: 2/15/2011

Inquiry: 21519


Question:   Pertaining to Section 1.5. If a new vendor is selected and a transition is required, is June/July 2011 firm timing on implementation and handling live calls? Seems like a very tight timeline considering the vendor is new and the associated processes/requirements are deep. Is an extension to Aug/September possible? Thank you.

Answer:   The dates listed in 1.5, after the March 24 submission deadline, are approximate. However, the Hotline must be fully operational on July 1, 2011 to ensure continuation of services to consumers. There will not be an extension.

Date: 2/14/2011

Inquiry: 21513


Question:   Thank you for the clarification on the place of perfromance. Would the state consider 60-80 miles from Columbus within a reasonable ditance for the call center?

Answer:   No.

Date: 2/14/2011

Inquiry: 21506


Question:   I do not see any attachments in the attachment section(tab). Are there any attachments to the main 173 page Doc. ?

Answer:   The attachments begin on page 55 and end on page 89.

Date: 2/11/2011

Inquiry: 21501


Question:   It is noted that the State would like the work to be located in the Columbus Metro area. Would the State consider another location ( not in Columbus Mtro) in Ohio, perhaps a hubzone county, as a suitable place of performance to encourage employment opportunity for those residents?

Answer:   It is the expectation that the physical location of the Hotline will be in the Columbus metropolitan area (Columbus and its contiguous suburbs). If the proposed location is in an area or suburb that is not in Franklin County e.g. Pickerington in Fairfield County or the Polaris area in southern Delaware County, that is acceptable. State staff will visit the Hotline frequently throughout the life of the contract and it the location should be a reasonable distance from the downtown Columbus area.

Date: 2/11/2011

Inquiry: 21496


Question:   Under mandatory requirements it states that the call center facility must be located in the Columbus, Ohio metropolitan area. Is Niles, Ohio within the area that you would consider?

Answer:   Section III., Deliverable A., Call Center Operations, 1., states...The call center must be located in the Columbus, Ohio metropolitan area, within approximately a fifteen-mile radius of the downtown area.

Date: 2/10/2011

Inquiry: 21495


Question:   Based upon the description of services required, approximately how many employees are necessary for the beginning stages of the consumer hotline?

Answer:   It is the responsibility of the vendor to use their experience and expertise to determine the number of employees necessary to adequately meet all the deliverables in the RFP.

Date: 2/10/2011

Inquiry: 21491


Question:   Who is your current supplier and what is their rate of compensation in USD$ Weekly? Monthly? Hourly?

Answer:   This information is not available through the normal Q&A process, therefore I will answer and instruct the vendor on our procedures to obtain information using a the Public Record Request process. Section 1.6, Internet Question & Answer Period; RFP Clarification Opportunity states the following: "IMPORTANT: Requests from potential vendors for copies of previous RFPs, past vendor proposals, score sheets or contracts for this or similar past projects, are Public Records Requests (PRRs), and are not clarification questions regarding the present RFP. PRRs submitted in accordance with directions provided in Section 1.9, Communication Prohibitions, will be honored. The posted time frames for ODJFS responses to Internet questions for RFP clarification do not apply to PRRs." All Public Records requests should be addressed to: Chief Legal Counsel ODJFS Office of Legal and Acquisition Services 30 East Broad Street, 31st Floor Columbus, Ohio 43215-0423

Date: 2/9/2011

Inquiry: 21484


Question:   I tried to open the JFS1213078004.PDF file from the website and keep getting a message "page not found". Can someone send me the document?

Answer:   There was an issue with uploading PDF opportunity specification documents when posting opportunities to the Procurement website. The issue has been resolved and all documentation can now be viewed.

Date: 2/8/2011

Inquiry: 21473


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Inquiry period ended:  3/7/2011 8:00:00 AM