(CSC) RFP SOLICITATION NO. EXCHANGE (MDM )

Transcription

1 167 Sec. 2.6 Based on the below excerpt from the RFP document (page 34), please clarify if MHBE or the Offeror will provide key technologies for this opportunity (which include ACD, IVR, CRM, digital recording, etc.): "All Consolidated Services Center technologies (e.g. hosted ACD, IVR, CRM, quality monitoring system, workforce management tools, knowledgebase) will be supplied to the Offeror and need not be included in the price proposal, however, if the Offeror has technical capabilities that can improve operations describe the in Section 2.6". MHBE will provide all of the noted CSC technologies directly to the vendor. 168 Please advise if MHBE or the Offeror will provide an ACD Telephony system. The ACD will be provided by MHBE Please advise if MHBE will provide the referenced Polycomm and Interaction SIP VoIP phones, and if Offeror is only responsible for UPS power supplies for these phones Please advise if the Offeror must provide an IVR solution. If so, please provide additional detail as to the types and scope of transactions to be supported, if the IVR application requires a link to MHBE databases to confirm information and/or execute transactions, etc. Please advise if the Offeror is required to provide the primary CRM solution for contact/case management. If so, please advice if this system will need to store MHBE consumers PHI data, and for what period of time. The vendor is responsible for purchasing the phones as described within the RFP. MHBE will provide an IVR solution. MHBE will provide the vendor with the primary CRM solution for contact/case management. Page 1

2 172 Will the pilot run from July 1st through the end of September? The pilot program duration has not yet been finalized. MHBE intends to work with the Offeror on program planning, implementation and administration. 173 If the MD Health Connection decides to manage the workforce management functions, will the service level agreements be revisited? Workforce Management plays a huge part in forecasting call volumes, headcount requirements, scheduling and call routing which all have an impact on service levels. If the Offeror is not allowed to do these functions, they will ultimately not be in control of the results to service levels MHBE Will be holding the Command Center (responsible for workforce management) and the Offeror both responsible for achieving service levels objectives. 174 Please advise if the Offeror s agents will need to process payment transactions. If so, please advise if all payment transactions (e.g., credit card payments) will be processed solely through MHBEprovided applications The Offeror will be required to process payment transactions through MHBE provided applications Will the Offeror be responsible for any costs associated with the State certification required for CSC agents Please indicate if MHBE or Offeror will provide the voice lines into the ACD system. Please indicate if MHBE will manage all carrier provisioning and expense associated with toll free usage and features The Offeror should assume no additional costs associated with securing State certification beyond the additional training time required by tier II (certified) CSRs. MHBE will provide all voice and data circuits to all MHBE provided systems. MHBE will handle all toll free, long distance, and data connectivity to the Offerors facility. Local carrier fees for local phone dialing are to be borne by the Offeror. Page 2

3 Please indicate if the Offeror s agents will need to transfer calls to external/third parties. If so, please indicate the percentage of calls to be transferred and if calls will be transferred using a telecom carrier redirect feature, or by bridging the call through the Offeror s ACD MHBE does not know the percent of calls that will be transferred by "cold" transfer or "warm" transfer. MHBE will provision enough circuit capacity to handle a significant number of transfers at the launch of the CSC and will monitor the volume, length, and impact of holds and transfers on service levels and system performance. Please advise of the per agent bandwidth requirement to access It is the intent of the MHBE to handle all point to point access to MHBE provided MHBE-provided agent software applications through a direct / privateline data systems for the Offeror. connection. Please clarify if the Offeror is required to support a CTI connection from its ACD to support any MHBE-provided solutions which require CTI data. 1) Please clarify the Due Date for RFP Response Submission; Page 3 indicates 3/08/2013 and Pages 9 and 11 indicate 03/15/2013. It is the intent of the MHBE to provide CTI services via CIC from I3. At this time, there is no need for Offeror to provide connections for MHBE systems. RFP Response is due 3/15/ Sec 1.1 p.16 Workforce/ Staffing/ Facility Will MHBE or the successful Offeror be procuring the toll free number? Please clarify if the senior operations manager referenced in this section is part of the key personnel listed on page 16 If yes, which key personnel position will the senior operations manager role fulfill? MHBE will take responsibility for procuring the toll free number. The senior operations manager is considered key personnel. The senior operations manager is assumed to be the person accountable for the performance of the CSC, and in this instance is used synonymously with Site Director. 185 p.26 Will MHBE provide the reporting tools that will make real- and neartime data available to the MHBE and partners? If yes, will the tool provide raw data or have formatting capabilities? MHBE will provide the reporting tools that allow for real time data availability. Raw data and formatting capabilities are expected. Page 3

4 186 Please describe the types of inbound mail the Offeror will be required to process, and volume estimates (or data about the population that will allow Offerors to make volume assumptions). Inbound mail will include paper applications, written appeals, and miscellaneous correspondence p.27 p.29 What is the estimated number and composition of staff required for the pilot program that begins on July 1, What certification is required for Tier 2 CSC staff members? How is this certification obtained, and how long is the training period? Are there any additional costs associated with this certification? The estimated staff, composed entirely of tier I agents, will be 25 FTEs for the pilot program. The certification is obtained through an estimated 2-3 weeks of additional training beyond that received by tier I agents. Offerors should assume no additional costs beyond training time to secure certification p.28 P.34 P.35 Does the MHBE Enrollment and Net Staffing Assumptions chart only refer to Tier One and Tier Two CSRs in the Consolidated Service Center Net FTE Requirement for Open Enrollment and Other Periods staffing numbers? Will the successful Offeror be able to participate in the design of the IVR and ACD call flows? Will the help desk provided by the Offeror support only internal (Offeror staff) users? If the help desk will support other users, is this limited to MHBE and partner agencies, or will any users of the MD HBE be contacting the help desk? The staffing assumptions refer only to tier I and II CSRs. Management and support staff FTE requirements are not included in these estimates. MHBE expects that the Offeror will participate in the design of the IVR and ACD call flows. The help desk is expected to provide support to internal (staff) users as well as representatives of partner agencies, and may also handle escalations from customers of the MHBE. Page 4

5 192 P.44 Please clarify if it is the State s expectation for the Offeror to include a response to each sub-section in Section 2, Scope of Work. If so, should those responses be included in the Offeror Technical Response to RFP Requirements section of our proposal? Although each subsection does not need to be addressed individually, the Offeror s proposal for how the requirements outlined in Section 2, Scope of Work, will be satisfied should be included in the Technical Response section of the proposal. 193 p.24 Regarding the requirement that the operation must be located within the state. May some enterprise level infrastructure be located out of the state? Examples MAY include the hosting of database servers in the Offeror's corporate data center. MHBE requests that any services that are to be based outside of the State of Maryland be so noted P p.27 Please specify who the MHBE Command Center resource team is. Is it the Offeror or the state? It appears that it could be a State team but there is some confusion Please define partially operational for the July 1, 2013 date. The definition only refers to access tools, systems, and technologies. A clearer definition is needed to determine LOE & cost. The MHBE Command Center resource team will either be State resources, Offeror resources, or other third party resources. MHBE intends to conduct a soft launch or pilot program beginning July 1 that will require approximately 25 tier I level CSRs to field inquiries in response to general marketing and awareness campaigns. Full HIX and CRM system functionality will not be available at that time. 196 p.30 Does the CRM solution that will be provided by the MHBE to the Offeror include workflow management capabilities, such that the Offeror can configure any necessary process flows and work queues? It is the intent of the MHBE to provide a CRM system that integrates with CIC for both workflow management and skills based routing. The requirements for CRM and supplier of CRM systems to the MHBE is underway. Page 5

6 197 p p.34 Can the state systems be accessed from outside of the State network? If so, what technology could a vendor use to access the system remotely? It appears in bullet point #1 that the Offeror will need to monitor several systems. Please confirm that the IVR, CRM, ACD (and connectivity) are owned and maintained by MHBE (State). And confirm that the State will provide the necessary tools to monitor the state owned items listed above. Should the successful Offeror need to access contact handling systems from outside the State, MHBE will provide a vehicle to obtain access on a case by case basis. The Offeror will need to monitor call handing systems (for example, WFM systems) for adherence and monitor CIC systems to manage call or staffing exceptions. All systems will be owned by the MHBE, however, the Offeror is to assume access to these systems for performance, quality, and ongoing results improvement in the CSC. 199 p.34 Section states that " if the Offeror has technical capabilities that can improve operations describe the in Section 2.6." Does the MHBE mean to have the Offeror describe technologies to be bid but not priced in Section 2.6? Or does the MHBE mean to have the Offeror describe technologies typically used in projects but not bid or priced, which would be consistent with the introduction to "Consolidated Service Center Tools and Technology" on page 53 MHBE is requesting that the Offeror describe, but not price, technologies typically used in projects as this. 200 p.34 Please confirm that the statement in this section is correct. IVR, ACD, CRM, quality monitoring system, workforce management tools and knowledge base will be provided to the Offeror by State. This statement is correct. The systems will be provided by MHBE Page 6

7 201 p The first bullet requires a quantity of three (3) 5-packs of universal power supplies for a total of 15 universal power supplies, whereas the second bullet requires a quantity of 30 desk phones power supply not included. Should the quantity of power supplies be 6? The quantity of power supply will be exactly as specified in Section 2.6 item # 5 of the RFP "Universal Power Supply for SP IP 320, 330, 430, 550, 601 & 650 (5 Pack): (Qty = 3)" p.35 p.35 The RFP requires that the Offeror provide a help desk. Please describe the specific responsibilities of this Help Desk (e.g., does it do anything more than take, escalate to the MHBE, and report on technical problems). Does MHBE expect the Help Desk to resolve malfunctions with the MHBE-provided technical platform? Does the Offeror need to provide a help desk ticketing solution or is this functionality to be provided by the MHBE as part of its technical platform? Please verify that the reporting capability being provided by the MHBE as part of its CSC technical platform will provide any reports necessary to monitor all requisite service level metrics as specified in the RFP. MHBE anticipates that the Help desk will serve as an internal resource for Offeror CSRs, for other State agencies supporting MHBE activity, and for escalations. MHBE expects to work with Offeror on establishing a ticketing system for reporting/resolving technical problems. MHBE will provide all of the reports necessary to manage service levels as specified in this RFP. 204 P.44 Must we also provide letters of intended commitment to work on the project from Minority Business Enterprise subcontractors? Yes, See Section 3.4, item # 7 in RFP document. 205 p.47 Since the MHBE has asked about agent-at-home capabilities, can we assume that all necessary systems will support remote connectivity, including appropriate security protocols? It is the intent of the MHBE to provide systems that accommodate work at home capabilities. Page 7

8 p.47 p.50 p.50 p.50 If the answer to the previous question is yes, can we assume that MHBE is responsible for costs associated with establishing agent-athome access, including secure connectivity to systems and telephony? What tools will be provided to the Contractor by the MHBE to support ad hoc reporting? The Contractor will be required to upload metrics to the web portal every thirty minutes? Please clarify the types of data that must be uploaded? Does this refer to the Contractor s ability to publish metrics contained in reports to the web portal? Please confirm that this question requests a description of the reporting and analytics platform currently used in other centers being operated by the proposer, rather than the one that is being proposed. The Offeror is responsible for all costs associated with work at home worker access to MHBE systems. The MHBE will provide access to all contact handling systems outlined in the RFP. It is the intent of the MHBE to provide Offeror with 30 minute or less access to contact management and handling systems utilized in the CSC. MHBE is requesting a description of the platform currently being used in other centers being operated by the Offeror. 210 p.54 Please identify and describe the knowledge management tool to be implemented by MHBE for the CSC. Also please explain the capabilities of the knowledge management system to integrate with other applicable platforms to be implemented for the CSC The knowledge management system envisioned by the MHBE is a part of a CRM supplier selection that is underway. The MHBE is unable to outline the specifics of the system at this time. Page 8

9 211 p.55 Please identify and describe the chat platform to be implemented by MHBE for the CSC. Also please explain the capabilities of the chat platform to integrate with other applications including self-help sites, and the identified IVR, knowledge management, customer relationship management, and any other applicable systems to be implemented for the CSC The chat handling system envisioned by the MHBE is a part of a CRM supplier selection that is underway. The MHBE is unable to outline the specifics of the system at this time. 212 p.55 Please identify and describe the platform to be implemented by The handling system envisioned by the MHBE is a part of a CRM supplier MHBE for the CSC. Also please explain the capabilities of the selection that is underway. The MHBE is unable to outline the specifics of the platform to integrate with the knowledge management system and any system at this time. other applicable electronic platforms to be implemented for the CSC p.56 p.65 Please identify and describe the social media platform to be implemented by MHBE for the CSC. Also please explain the capabilities of the social media platform to integrate with the customer relationship management system and any other applicable platforms to be implemented for the CSC. Would the State agree to extend the contract only with the consent of the Contractor? The social media monitoring system envisioned by the MHBE is a part of a CRM supplier selection that is underway. The MHBE is unable to outline the specifics of the system at this time. See Attachment A, Section 3 (Period of performance). Page 9

10 215 p.107 This form does not appear to include rates for the key personnel positions, including the CSC Site Director, the MHBE Account Manager, the Quality and Training Department Managers, and the Command Center Manager. Nor does the form include a place to show the costs of Help Desk/Escalation staff. Where would the State prefer we show the costs associated with these staffing positions? MHBE is expecting that the costs for all of the key personnel and other ancillary staff would be reflected in the quoted hourly rates. 216 p.108 What functions would be undertaken by the Optional Specialized SME shown on this form? MHBE anticipates that the SME is to act as liaison with MHBE management staff on process design/improvement. 217 p.39 Do the pages of the attachment also need to be consecutively numbered, or does that apply to the body of the technical proposal only Page numbering should only apply to the technical proposal itself. 218 Section Based on the Hilltop study, what other languages meet the 3% target and are required to be supported other than English and Spanish? MHBE is expecting the successful Offeror to support customers speaking English and Spanish, and to utilize language line services for other needs Section 2.1 Will the CSC be using all existing systems or will the CSC be requested to house and support a complete system that is fed information from the various sources? Regarding PMT would this be utilizing an agent already set up with the state of MD or would it require a new payment partner? MHBE will provide the CSC with all of the systems as documented in the RFP. The payment partner is already identified and now working with MHBE. 221 Section 2.3 Is command center expected to be housed in the same facility as CSC or is it expected to be somewhere else? Does is have to be in the same state? The Command Center is not required to be co-located with the CSC. If the Offeror proposes an out-of-state location for the operation of its command center, please so note. Page 10

11 222 Command Center For clarification, could the Command Center and CSC be awarded separately to different providers? The Command Center and CSC could be awarded separately to different providers Section 2.5 Section Are these requirements specific to what s listed in 2.5 or are they specific to CSC and/or Command Center? Please clarify what is meant in this section what will MD be providing and when? The additional general business requirements in Section 2.6 are specific to the CSC. MHBE will provide the hosted ACD, IVR, CRM, QM system, WFM solution, and knowledgebase. An exact date as to when these technologies will be provided has not yet been determined. 225 Can the deadline for questions be extended by 30 days? MHBE cannot accommodate a 30 day extension for question submission Technology Technology Has HBE identified the process for providing Medicare eligible customers with information and referral? Will the MHBE provide all of the Automated Call Distribution functionality? Will there need to be any call transfers from the CSC to MHBE? Will the MHBE provide all of the Automated Call Distribution functionality? MHBE will not be providing services for Medicare eligible individuals. MHBE has not yet established the call handling processes and protocol for all call types, including those from Medicaid eligible customers. Yes, MHBE will provide the ACD functionality. MHBE expects that transfer volume between the CSC and MHBE will be minimal. Yes, MHBE will provide the ACD functionality. 230 Technology Will the CRM application and connectivity to the CSC have redundancy and disaster recovery? The CRM system will be housed in MHBE provide systems that have redundancy and disaster recovery. Page 11

12 231 Training What type of media outreach and promotion will occur and within what timeframe? The MHBE will execute an integrated marketing and communications campaign beginning in the second quarter of 2013 that includes public relations, community outreach, corporate/retail partnerships, social media, and advertising. Social media activity will commence on 5/13; advertising on 7/13. All other activities referenced have already launched, yet direct to consumer communications are limited until close to the launch of the CSC pilot in July (current emphasis on stakeholder outreach and education). 232 Technology Service Level Metrics 235 Technology 236 Technology Does the HBE-provided toll-free number include carrier-based advanced routing features (e.g., Verizon Enhanced Call Routing or AT&T Advanced Control Toll Free Routing) that the Vendor can use to complete transfers between our IVR platform and our call center site? Can MHBE provide a list of requirements that would need to be met for the Open Enrollment session on October 1? Are there any metrics for CSC performance evaluation? Will the CRM application that MHBE provide functionality to recommend a program for the insurance? Will the CRM application have the archival functionality built in? The MHBE will provide toll free consumer access, IVR, and CTI connectivity. MHBE is expecting all of the requirements as outlined in the RFP to be met on October 1, The service level standards that will be used to evaluate CSC performance are included in the RFP. The CRM and HIX systems will display the plans available for MHBE customer selection. The MHBE is in the process of finalizing the selection of the CRM supplier and the requirements needed for MHBE and the CSC Offeror. Until the supplier decision is finalized, the MHBE cannot describe specific capabilities that will be included. Page 12

13 237 Technology Technology Technology Will the CRM application and connectivity to the CSC have redundancy and disaster recovery Has the MHBE considered hosting the CRM application in the cloud to increase availability and performance What escalation procedures will need to be followed by the CSC for consumer complaints? What is the underlying architecture of the CRM HBE wants us to interface with? The CRM system will be housed in MHBE provide systems that have redundancy and disaster recovery. Yes, the MHBE has considered a cloud hosted CRM application. MHBE expects to work with the chosen Offeror and other stakeholders to establish complaint handling protocol. The MHBE is in the process of finalizing the selection of the CRM supplier and the requirements needed for MHBE and the CSC Offeror. Until the supplier decision is finalized, the MHBE cannot describe specific capabilities. It is the intent of the MHBE to configure CRM to select consumer contact systems provided and the Offeror will not be required to provide any systems connectivity for CRM requirements Workforce/ Staffing/ Facility Can MHBE provide a projection on number of calls per member on an annual basis? Total MHBE call estimates are provided in the RFP, and include calls from individual and small business (SHOP) Exchange consumers, as well as other stakeholders. If the MHBE decides to use a vendor to fulfill the requirements for the MHBE may consider multiple vendor awards for the command center and CSC Command Center, is it the MHBE s intention to award the entire scope services. of work to one vendor or is the State considering multiple vendor awards? Please confirm that the MHBE-provided systems will include computer to telephony integration (CTI) / screen pop functionality, which will be available to the CSC agents. Yes, the MHBE provided systems will include CTI functionality. Page 13

14 244 Section 1.34 Please confirm that the MHBE Account Manager referenced in section 1.34 is the same as the contractor s Account Manager referenced in RFP Section 2.1, Item 11. Account Management Services and in RFP Section 11. Customer Contact Capabilities Responses, Question 103. Yes, the MHBE Account Manager and contractor s Account Manager refer to the same individual. 245 Which is the correct date for the contract award? 4/26/2013 (note that date is subject to change) 246 So that Offerors may propose the most cost effective solution for the MHBE s requirement is for Maryland based resources. If the Offeror s solution CSC, would MHBE consider allowing Open Enrollment staff (which do proposes supplemental resources that would be deployed outside of the State, Page 24 not represent full time staff) to be supplied from out of State these should be so noted on the response. 247 Page 25 Please confirm that all financial systems, calculators, and payment systems will be provided by MHBE and/or its system vendors and is not within the scope of this RFP for the CSC. (reference also RFP Section 2.1.a, bullet 8) MHBE will provide the financial systems, calculators and payment systems to the CSC. 248 Page 26 Can the MHBE please confirm that the CSC vendor will have the appropriate rights to HBE component reporting applications necessary to design and produce the required standard and ad hoc reports? If so, can the MHBE provide information on the reporting capabilities and tools? Or is it the MHBE s expectation that the CSC Vendor should include additional tool(s) to produce integrated reporting (e.g., call times, first call resolution) for the CSC? It is the intent of the MHBE to provide reporting on all contact handling and contact management systems. The Offeror is not required to provide any tools necessary in CSC contact handling at this time. The MHBE is unable to outline the specifics of the reporting capabilities and tools at this time. Page 14

15 249 Page 26 While it is clear that the command center will maintain and improve the IVR (RFP Section 2.3, page 32), can the MHBE please clarify which entity (Offeror or other vendor) is responsible for the initial design and implementation of the IVR call flows/trees and scripts? The MHBE intends to work collaboratively with the selected Offeror on the design and implementation of the IVR call flows and scripts Section 2.1 Section 2.1 Section 2.2 Section 2.2 Please confirm that the item 13 - fulfillment services scope of work is to be performed by the 10 Back Office staff identified in the Annual Staffing Levels table (page 28) Is the staffing necessary to perform these functions included in the net staffing counts of 100? If the CRM or eligibility/enrollment system are not available on schedule please confirm that the CSC vendor is exempt from performance measurements that are dependent on externally provided systems Can the MHBE please clarify the difference between the responsibilities of Tier II staff in providing escalation and internal help desk contacts and the 5 Help Desk/Escalation personnel listed in the MHBE Enrollment and Net Staffing Assumptions table on page 28? Yes, the fulfillment services work is expected to be performed by the 10 Back Office staff. The staffing necessary to perform back office and fulfillment functions is not included in the 100 FTE projected staffing count during the initial open enrollment period. All service level objectives will be subject to review in the event that externally provided systems are not available as expected. MHBE expects that the 5 Help desk/ escalation resources will be trained as tier II CSRs. Page 15

16 254 Section 2.2 Based on the information provided later in this section: Since there are no historical volumes or defined contact types for the MHBE, and enrollment and eligibility systems will not be available for the July 1, 2013 pilot program, the Offeror is to assume the following: Please confirm that the CSC will only be recording call information in the CRM system during the pilot program, but will not be taking any information for eligibility or enrollment. Eligibility determinations and enrollment transactions will not be occurring during the pilot program. 255 Page 27 What is the anticipated volume of facsimiles? The anticipated volume of facsimiles is unknown at this time Page 27 Page 27 Section 2.2 Will these services be required before or during the pilot (as of July 1, 2013)? Or will these services be required as of initial enrollment (as of October 1, 2013)? The staffing levels provided do not appear to include the key staff required or any management or support staff (i.e. QA, training, etc.). Please clarify whether these staff should be included in the 100 Net FTE in year one or should be in addition to the staff in the table. Invoicing will not be required during the pilot period. Invoicing will be required beginning on 10/1/13. Key personnel and other support staff are not included in the 100 Net FTE staffing requirement. The staffing levels provided only refer to CSR staff. 259 Section 2.2 In order for Offerors to accurately project infrastructure costs (i.e. telecom lines, etc.) can MHBE provide the breakout used for these transactions between voice, chat, and ? And the average duration per transaction per type? MHBE has not projected transaction counts at the channel level. Page 16

17 Page 28 Section 2.3 If the CSC Vendor is required to provide the applications, please provide information on the CRM and its capabilities to support an integrated contact record as well as integration parameters. Does Maryland have preferred applications (e.g., MS Outlook, Google Mail?) Please clarify whether the MHBE anticipates and chat handling to be performed by Tier 1 (as defined in RFP Section 2.2) or Back office staff (as defined in Appendix A). In particular, how should we allocated staffing rates for and chat specialists in the Attachment F1 Price Proposal (Tier 1 or Back Office)? Can the MHBE clarify whether the vendor is expected to make the actual changes to the IVR or only to provide the recommendations? The CRM system is being designed and the supplier of the system is being chosen. The MHBE will inform all Offerors of the manufacturer and configuration of provided CRM system and timing. MHBE anticipates that chat and transactions will be handled by Tier I staff. The CSC vendor will not be expected to make changes to the IVR, but will work collaboratively with MHBE on change recommendations. 263 Section 2.6 The number of workstations phones listed here do not correspond to Offeror is to assume the number of phones requested for consistency in RFP the number of personnel that are required in the CSC (per RFP evaluation. Section 2.2, Critical Milestone Dates and Staffing Levels). In addition, key staff and support staff are not considered in the workstation phone listed. Please clarify if Offerors should only include the numbers listed in this section, or should include workstation phones to cover all staff listed in Section 2.2. Page 17

18 264 Section 2.6 Since CSC services may be facilitated out of multiple facilities (MBE/WBE, Offeror, etc.) will the MHBE consider training rooms in these multiple locations sufficient? Or if a MBE/WBE is being used to provide training services, will training facilities at a location near the CSC facility be appropriate? MHBE will consider alternative proposals to accommodate training room demands. 265 Section 2.7 Please confirm that the help desk support referenced here is for internal CSC technology support, and is different than the Help Desk / Escalation support detailed in the table MHBE Enrollment and Net Staffing Assumptions in RFP Section 2.2 MHBE assumes that the helpdesk as referenced in Section 2.2 is for internal support and customer escalations. MHBE intends to work with selected Offeror on technology support help desk protocol. 266 Page 50, Q. 78 Please confirm the CSC Vendor will have access to Interactive Intelligence (I3) reporting to perform these requirements If the CSC Vendor is responsible for providing the application to support this function, please clarify the MHBE s expectations for this functionality. Is there a specific web portal the metrics need to be uploaded to? If so, please clarify whether the CSC Vendor would be responsible for designing and maintaining the interfaces. If the intent is to provide secure web-based access to MHBE staff, please clarify. The MHBE will provide access for Offeror to access contact handling systems provided by CIC. 267 Pricing Page 107 Block 2: Are we limited to the staffing provided in this price block (A-Q, plus the last 2 lines), or are we allowed to make modifications that coincide to our solution? MHBE is requesting Offerors to price the labor solutions as detailed in lines A-Q, but Offerors are encouraged to note recommended modifications based on their solution. Page 18

19 268 Workforce/ Staffing/ Facility Are we required to follow the staffing and membership assumptions provided in this table? Please confirm that QHPs will be responsible for sending initial Section 2.6 enrollment packets and statements of benefits to consumers Can out of State MBE help to satisfy the MBE requirement? MBE Requirements MBE Requirements Should MBE percentages be based upon bid price including or excluding the command center? Yes, MHBE requests that you assume these staffing and membership estimates to be accurate. QHPs will provide enrollment packets and statements of benefits to consumers. All MBEs are required to be certified by the State of Maryland. The MBE percentages should be based upon bid price including the command center. Page 19