ADDENDUM # 3 Tender Request for Proposal for the Telecare Operator Service for the Department of Health and Wellness

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1 Procurement Services - Public Tenders Office 6176 Young Street, Suite 200 Halifax, Nova Scotia B3K 2A6 Telephone: (902) Date: September 6, 2013 To: Subject: All Suppliers Addendum ADDENDUM # 3 Tender Request for Proposal for the Telecare Operator Service for the Department of Health and Wellness The following changes are to be noted in the document referenced above. Q What is included in the monthly health card extract (name, address, age, etc). A See list of what should be included in monthly health card extract: o Identifier Number o First Name o Last Name o City o Province o Postal Code o Gender o Address Q Please describe the PEI Client Registry based on: o Vendor and Release Province of PEI and Deltaware, Released May 2010 o Interface Specifications No graphical interface, using Oracle DB tools o Alignment with CHI Pan Canadian Standards No Question in regards to Section Integration In response to the question describe your approach to the integration of health card number data for the Province of P.E.I. Q Is there an expectation that the vendor simply consume, store and then make information available to its agents with regards to the health card number? Or will the vendor need to integrate with the system in a method similar to that described for Nova Scotia? Q If the vendor needs to integrate with the system please provide information on the standards and approaches used to query, and or write to the registry. a. Please confirm that one can execute the following queries to the PEI Client Registry:

2 i. Query by Client ID Please confirm this aligns to the Pan Canadian Canadian Health Infoway Standard (which standard version) ii. Query by Client Demographics Please confirm this aligns to the Pan Canadian Canadian Health Infoway Standard (which standard version) iii. What other query types do you facilitate? iv. Please confirm we are not expected to add client data to the registry as in writing to the PEI CR as per the Pan Canadian Canadian Health Infoway Standard (which version) 1. Add Client 2. Nullify Client Record 3. Revise Client A To simplify access and results for queries. A custom view could be created specifically for the 811 project that would contain a concise and complete listing of the necessary information. These changes will not require a revision to the Closing Date and Time, or other dates given in the Request for Quotation document. In your bid, please indicate that you have acknowledged this addendum in Section 6 of the NSRFP form. Yours truly, Kim Conway Acting Manager Procurement Services KC/ep

3 Procurement Services - Public Tenders Office 6176 Young Street, Suite 200 Halifax, Nova Scotia B3K 2A6 Telephone: (902) Date: September 3, 2013 To: Subject: All Suppliers Addendum ADDENDUM # 2 Tender Request for Proposal for the Telecare Operator Service for the Department of Health and Wellness The following changes are to be noted in the document referenced above. Q Is it acceptable to convert the PDF Proposal Response Template provided into a Word document to format our proposal response and then reconvert to PDF? (Note that the Section Sustainability Component is a separate PDF document, which cannot be directly inserted into the Proposal Response Template unless converted to a Word format first) A The response template must remain as is. You can attach the Sustainability Template as a separate document but reference it in the response template. Q 5.3 Mandatory Requirement Proposal Response Template: In the mandatory requirements section it states that all proponents should use the proposal response template. In section it states that the electronic copy can be sent in MS Word. Is it appropriate to use the template structure but not the Adobe LiveCycle Designer file format? For example can the proponent create the document in MS word using the headings from the template and then save to a portable document format (PDF) as long as we are within the 75 page restriction? The Adobe LiveCycle template does not easily support the use of designs, pictures and tables. A The response template is to stay as a PDF. If you require pictures, designs and tables in your response, these are to be included in your appendices and reference in your proposal. Q 5.4 Evaluation Criteria page: In section 5.4 of the RFP it states that one is to prepare the table below (i.e. evaluation table), inserting references to the appropriate sections Is this to be included separately in the package or as an appendix. It is not mentioned in section Appendices. A The evaluation table should be included in your package, separately from appendices. Q 3.5 Proposal Format: In Audited Financial Statements, and Sustainability template it mentions to include these documents. Are they to be included in the Appendix? They are not mentioned in section 3.5.1

4 A The Financial Statements and the Sustainability Template can be included as separate documents within your package. Q Section Length of appendices: Is the limit of ten pages for all appendices or for each appendix. With financial statements (3 years), resumes for key personnel, org chart, call handling procedures and Gantt chart it does not seem possible to get these all in within the required limit. A Financial Statements are to be included as separate documents. Resumes, org chart, call handling procedures and Gantt charts are to be included in your appendices within the limit of 10 pages. Q The RFP outlines in section that the proponent provide audited financial statements for the last three fiscal years.. Our company has annual Review Engagements prepared instead of audited statements. We are prepared to submit these Reviews as well as to commit to the preparation of audited statements on a go for basis. Will this satisfy this requirement of the RFP? A A Proponent can submit annual Review Engagements prepared instead if they do not have audited financial statements. Q Section (page 19) describes the Province s insurance requirements; however, Schedule K to Appendix f: Contract (page 149) contains different insurance requirements to those provided in Section Which insurance language accurately reflects the Province s insurance requirements and would you like for the Proponent to comment on. A Proponents bidding on RFP # should use the insurance requirements in Section Q The Annual Anticipated Serviced Patients/Clients quoted for the required scenarios are 5,000 and 5,500 respectively. Can you please confirm that the information provided is intended to indicate 5,000 serviced calls or contacts (i.e. each of the 5 to 7 touch points in the care plan for tobacco user would be 1 serviced client for a total of 5 to 7 billable services for that one particular client)? A Yes, 5,000 serviced calls or contacts (i.e. each of the 5 to 7 touch points in the care plan for a tobacco user would be 1 serviced client for a total of 5 to 7 billable services for that one particular client). Q FLS will complete the required intake process as outlined in Schedule X and transfer the caller to the next available Counselor or place the caller in the queue for a call back. Please confirm Schedule X is referring to Appendix C? A Schedule X is referring to the intake process, which will become part of the contract, under Schedule I Stop Smoking Service (NS) Reporting and Data Requirements. Questions in regards to Transmission of Encounter Records Q What will the initial (April 2014) requirement for the dissemination of encounter documents include in addition to emergency departments, urgent care centers, and Provincial (Adult) Corrections facilities?

5 A Initial requirements include emergency departments, urgent care centers, and Provincial (Adult) Correction facilities as listed in the RFP. Q Will this transmission involve the use of a) facsimile alone or b) does the Province envision the initial (April 2014) implementation of an integration to the Provincial SHARE environment? A Initial requirements will involve facsimile alone. Question related to Website Management Q Will the vendor be able to take over the existing website or must one be developed to meet the requirements? A Yes the Operator will take over the existing 811.novascotia.ca website. Q Would a new vendor be expected / able to host the web site in its own facilities? A The Operator will be expected to host the websites on their own server using the URLs and associated standards provided by the Department of Health and Wellness. Q In the section Health Topics Web based the requirement states that All topics posted to the 811 website on the date this contract is awarded shall be available to Nova Scotians when this service contract is implemented. Does this mean that if a new vendor is selected that they will have access to these existing topics at no cost? A Content ownership will not be transferred to a new Operator. Question in regards to Client Registry Integration (Nova Scotia) Q For integration into the NS Department of Health and Wellness SHARE environment will the Province provide access to a Location or Provider Registry? A No. Question related to the Community Resource Database (CRDB) Q For the Community Resource Database (CRDB) what is the data format of the file, is there a data dictionary available? A As stated in the RFP, the Operator will be expected to incorporate the Community Resource Database (CRDB) and provide the caller with the appropriate information. The CRDB will be provided to the Operator by the Nova Scotia DHW in an electronic format. These changes will not require a revision to the Closing Date and Time, or other dates given in the Request for Quotation document. In your bid, please indicate that you have acknowledged this addendum in Section 6 of the NSRFP form. Yours truly, Kim Conway Acting Manager Procurement Services KC/ep

6 Procurement Services - Public Tenders Office 6176 Young Street, Suite 200 Halifax, Nova Scotia B3K 2A6 Telephone: (902) Date: August 23, 2013 To: Subject: All Suppliers Addendum ADDENDUM # 1 Tender Request for Proposal for the Telecare Operator Service Sponsored by the Department of Health and Wellness The following questions and answers are to be noted in the document referenced above. Question about Appendix F: Contract Q Is it the intention of the DHW to provide detailed data and reporting requirements and if so when might these be available? A Detailed data and reporting requirements will only be released to the approved vendor as the requirements will be a point of negotiations within the contract. Proponents should understand that data and reporting requirements include information that an Operator will be required to capture and report on. This may include but is not limited to: Volumes/Input; Operational Performance; Service impacts; caller information; patient information; call session information, etc. Question about Section 1.4 Program Objectives 1

7 Q While it is not mentioned in the request we would like to clarify whether or not the Problem Gambling Help Line under consideration will support Prince Edward Island? A The Problem Gambling Help Line (PGHL) under consideration in this RFP will not support Prince Edward Island. Question about section Human Resources Approach Q In section Human Resources Approach the question asks for the degree of compliance with requirements as set out in section 2.6 of the RFP. Section 2.6 deals with reporting requirements. Is this reference in error? Should it refer to section 2.10? A Under section Human Resources Approach, the first bullet should refer to Section 2.10 Human Resources instead of Section 2.6 Reporting Requirements. Questions in regards to the Community Resources Database (CRDB) Q Will there also be regular updates of the CRDB sent to the Operator; if so at what frequency? A Regular monthly updates (or more frequently as needed) of the CRDB will be sent to the Operator. Q Will these updates be in the same format as the initial file? A Yes, the updates will be in the same format as the initial file. Q Can the uploads be automated via scheduled tasks? And will the Provinces be supplying an FTP site or will the Operator be required to provide this? A To be Operator determined based on proposed systems employed to support the CRDB. The Provinces will be supplying a secure file transfer protocol. Q Is the Operator permitted to add additional records to the CRDB that is consumed in its decision support software? A The Operator should not change any entries nor add or delete entries. Q Could you verify that the updated records sent from the Provinces cannot be updated again by the Operator? A The updated records sent from the Provinces cannot be updated again by the Operator. Q Will all updates of the CRDB be done by the Provinces and sent to the Operator? A All updates of the CRDB will be completed by the Provinces and sent to the Operator. 2.4 Integration Q Please confirm that HL7v3 RIM is required. A No, it is not for active-only. 2

8 Q Can you please confirm that Pan Canadian Standard for Client Registry is the standard followed and there are no customizations over the Infoway Standard? A No, it is not for active-only. We use V2 not V3 for our query brokers. That was implemented by the project because I believe the Initiate version 8.1 query broker software does not have V3 capability. Q RE: query process flow: Can you please confirm that the Query will return the Patient Medical Number? We pack our provided Health Number within call workflow and health number validation is sent to the NS Client Registry and returned as validated by the client registry ( i.e. Query by Client ID). A Yes the query will return MRN. Q Which specific message types within Infoway s Client Registry Standard is required? A None, we use V2 PIX and PDQ messages Q Can you please provide the interface standard or alternatively the specific payload attributes of the HL7v3 Client Registry Message and Returned Values? A n/a Q Can you please confirm that we can execute a Patient Demographics Query and that the NS Client Registry will return said demographic data? Further, what is returned specifically in a Patient Demographics Query in N.S.? A Yes we can and do, what is returned varies slightly based on the source. Q Can you please clearly articulate any and all Service level agreements that are binding on the Client Registry queries and further what is the approximate length of time for a query to be returned? A Formal SLAs with our operational group are not available. Currently our length of time for Initiate to process the query is less than one second, here are some recent stats... Query Type Average time per query # of queries PIXHandle seconds PDQHandle seconds Integration Q Can you detail which registries are currently operational (e.g. terminology, provider, location, client, consent, user etc.) and which are within scope? A As per the RFP, we are simply requesting you describe your companies experience, its capacity and willingness to integrate health record registries. Q What registries are to be delivered during the life of the contract? A At this point in the RFP process, we don t know which registries could be delivered during the life of the contract. Q Can you please confirm our assumption that these registries fully align to Canada Health Infoway Pan-Canadian working group standards and Infoway s architecture models? A The NS Client Registry was built following the CHI Blueprint. PEI s Client Registry is a custom built service. Q Is the Operator to act as a spoke and does this infostructure include both PEI and Nova Scotia for longitudinal electronic health records? A Interpreting spoke to mean another system integrating with the base Client Registry services... in this case yes. The NS and PEI electronic health records are separate systems. 3

9 Q Can you detail the ASSIST environment as referenced to the integration of Encounter Records and Patient Data? A ASSIST (Addiction Services Statistical Information System Technology ) is a secure, web-based client management application that runs on an Oracle 11g database engine hosted by Corporate Information Technology Operations (CITO). The streamlined technology of ASsist allows care providers immediate access to complete provincial client assessment and treatment history; thereby promoting coordinated care, treatment planning and aftercare. The application collects and manages information on clients receiving services specific to substance and/or gambling issues at all points across the continuum of care. In particular, ASsist consists of the following components: client profile, intake, assessment, registration, treatment (group sessions and activities), discharge, referral, case list, case management, and wait times. The assessment information is collected in licensed software, The Roster of Electronic Assessment Tools (TREAT) which is integrated with ASsist and therefore considered a part of application. It must be noted; however, TREAT data is stored in a separate Oracle database and is also hosted by CITO. Questions related to the websites to be created Q Can the Operator get a copy of the Government of Nova Scotia branding and standards for Provincial Websites document? A This document will be made available to the Operator once a contract has been signed. Q Can you detail the requirements for disability access to the 811 website? A The requirement for disability access to the 811 website would be TTY (7-1-1) Services Q Will the Operator be expected to design and host a separate website for each of NS811, PEI811, PGHL and NS Stop Smoking? Or will there be one website for each province (i.e. is 811/PGHL/smoking a single website for Nova Scotia?) A The Operator is expected to design, maintain and update a separate website for NS811, PEI 811 and NS Stop Smoking Service. There will not be one website for each province. Q Is the expectation that the website(s) will be built from scratch or are there existing website elements that will be transferred from the current Operator? A All existing elements (with the exception of health topics) will be transferred from the current Operator. Question related to the Call Answer Process Q Are the third and fifth bullets both in reference to voic ? (3) The menu system can hold caller messages that will be reviewed by the next available staff member for action. (5) If the caller chooses not to wait until a Staff member is available, the caller will be presented with the option to leave a message. A Yes. Question related to Recording of Calls 4

10 Q Is there any requirement for screens to be recorded or is it just voice recording that is required? A The Operator should be able to perform both screen and voice recording. Question related to the Delivery of Start Kit to NS Stop Smoking Program Registrants Q Is the Operator responsible for managing the fulfillment of the starter kits or would the Operator send a list of members to a fulfillment group procured by the Province(s) to actually mail the kits out? A The Operator is responsible for managing the fulfillment of the starter kits. These changes will not require a revision to the Closing Date and Time, or other dates given in the Request for Quotation document. In your bid, please indicate that you have acknowledged this addendum in Section 6 of the NSRFP form. Yours truly, Kim Conway Acting Manager Procurement Services EP/kc 5