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CONSULTING SERVICES ITQ CONTRACT 4400007410 REQUEST FOR QUOTATIONS FOR IDENTITY AND OTHER VERIFICATION SERVICES ISSUING OFFICE Commonwealth of Pennsylvania Department of Human Services Bureau of Financial Operations Division of Procurement Room 402 Health and Welfare Building 625 Forster Street Harrisburg, PA 17120 RFQ NUMBER 6100033915

DATE OF ISSUANCE June 8, 2015 This is a restricted solicitation under the Commonwealth’s Consulting Services, Invitation to Qualify (ITQ), - Contract #4400007410. Only those Contractors qualified in the following service category(s) under Contract #4400007410 may submit a proposal in response to this RFQ. 

Accounting Services – Fraud Detection and Identity Validation Services

For more information about the Consulting Services ITQ, please click on the following link.

http://www.portal.state.pa.us/portal/server.pt/community/invitation_to_qualify/4641/wher_to_star t/495422

REQUEST FOR QUOTATIONS FOR IDENTITY AND VERIFICATION SERVICES TABLE OF CONTENTS CALENDAR OF EVENTS Part I—GENERAL INFORMATION

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Part II—PROPOSAL REQUIREMENTS

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Part III—CRITERIA FOR SELECTION

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Part IV—WORK STATEMENT

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APPENDIX A, PROPOSAL COVER SHEET APPENDIX B, DOMESTIC WORKFORCE UTILIZATION CERTIFICATION APPENDIX C, COST MATRIX APPENDIX D, LOBBYING CERTIFICATION FORM APPENDIX E, TRADE SECRET/CONFIDENTIAL PROPRIETARY INFORMATION NOTICE APPENDIX F, BUSINESS ASSOCIATE ADDENDUM APPENDIX G, CORPORATE REFERENCE QUESTIONNAIRE APPENDIX H, KEY PERSONNEL REFERENCE QUESTIONNAIRE APPENDIX I, SMALL DIVERSE BUSINESS LETTER OF INTENT SAMPLE APPENDIX J, REQUIREMENTS FOR NON-COMMONWEALTH HOSTED APPLICATIONS/SERVICES

Rev. 02-15-13

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CALENDAR OF EVENTS The Commonwealth will make every effort to adhere to the following schedule: Activity

Responsibility

Date

Answers to Potential Contractor questions posted to the DGS website (http://www.dgsweb.state.pa.us/RTA/Search.aspx) no later than this date.

Contractors

June 16, 2015

Issuing Office

June 23, 2015

Please monitor the DGS website for all communications regarding the RFQ.

Contractors

Ongoing

Contractors

July 7, 2015 2:00 p.m.

Deadline to submit Questions via email to: [email protected] .

Sealed proposal must be received by the Issuing Office at Bureau of Financial Operations Division of Procurement ATTN: Dan Boyd ROOM 402 Health & Welfare Building 625 Forster Street Harrisburg, PA 17120.

Rev. 02-15-13

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PART I GENERAL INFORMATION

I-1. Purpose This Request for Quotes ("RFQ") provides sufficient information to qualified Contractors to enable them to prepare and submit proposals for the Department of Human Services' (“DHS” or “Department”) consideration on behalf of the Commonwealth of Pennsylvania ("Commonwealth") to satisfy a need for Identity and Other Verification Services ("Project").

I-2. Issuing Office DHS, Bureau of Financial Operations, Division of Procurement ("Issuing Office") has issued this RFQ on behalf of the Commonwealth. The sole point of contact in the Commonwealth for this RFQ shall be Michelle Herring [email protected] , the Project Officer for this RFQ. Please refer all inquiries to the Project Officer. I-3. Scope This RFQ contains instructions governing the requested proposals, including the requirements for the information and material to be included; a description of the service to be provided; requirements which Contractors must meet to be eligible for consideration; general evaluation criteria; and other requirements specific to this RFQ. I-4. Problem Statement The Department is considering options that may enhance its verification process for individuals applying for and renewing their benefits for certain DHS-administered programs. These services will include identity, asset, and income verification services.

The Identity verification services should verify an individual’s identity whether they apply online or via paper or telephone. DHS is interested in obtaining two different types of identity verification services: Interactive Identity Verification, which uses a combination of application data and knowledge-based authentication questions to verify identity; and Non-Interactive Identity Verification which utilizes application data to verify identity. Additionally, the Department wishes to obtain Asset Verification for certain programs as well as Income Verification services. Further, the Department may look to expand the Interactive Identity Verification services to other Commonwealth agencies Additional detail is provided in Part IV of this RFQ

I-5.Pre-proposal Conference. There will be no pre-proposal conference for this RFQ. If there are any questions, please forward them to the Project Officer in accordance with Section I-6.

I-6. Questions and Answers If a Contractor has any questions regarding this RFQ, the Contractor must submit the questions by email (with the subject line "Consulting Services ITQ RFQ 6100033915 Page 1 of 41

Question") to the Project Officer named in Part I, Section I-2. If the Contractor has questions, they must be submitted via email no later than the date and time specified in the Calendar of Events. The Contractor shall not attempt to contact the Project Officer by any other means. The Department shall post the answers to the DGS website.

A Contractor who submits a question after the deadline date for receipt of questions indicated on the Calendar of Events assumes the risk that its proposal will not be responsive or competitive because the Commonwealth is not able to respond before the proposal receipt date or in sufficient time for the Contractor to prepare a responsive or competitive proposal. When submitted after the deadline date for receipt of questions indicated on the Calendar of Events, the Project Officer may respond to questions of an administrative nature by directing the questioning Contractor to specific provisions in the RFQ. To the extent that the Department decides to respond to a non-administrative question after the deadline date for receipt of questions indicated on the Calendar of Events, the answer will be provided to all Contractors through an addendum.

All questions and responses as posted on the DGS website are considered as an addendum to, and part of, this RFQ in accordance with Part I, Section I-7. Each Contractor shall be responsible to monitor the DGS website for new or revised RFQ information. The Department shall not be bound by any verbal information nor shall it be bound by any written information that is not either contained within the RFQ or formally issued as an addendum by the Department. I-7. Addenda to RFQ If the Department deems it necessary to revise any part of this RFQ before the proposal response date, the Department will post an addendum to the DGS website. Answers to the questions asked during the Questions & Answers period also will be posted to the DGS website as an addendum to the RFQ. I-8. Electronic Version of RFQ This RFQ is being made available by electronic means. The Contractor acknowledges and accepts full responsibility to ensure that no changes are made to the RFQ. In the event of a conflict between a version of the RFQ in the Contractor's possession and the Issuing Office's version of the RFQ, the Issuing Office's version shall govern.

I-9. Response Date To be considered, proposals must arrive at the Issuing Office on or before the time and date specified in the RFQ Calendar of Events. Contractors who mail proposals should allow sufficient mail delivery time to ensure timely receipt of their proposals. If, due to inclement weather, natural disaster, or any other cause, the Issuing Office location to which proposals are to be returned is closed on the proposal response date, the deadline for submission shall be automatically extended until the next Commonwealth business day on which the office is open, unless the Contractors are otherwise notified by the Commonwealth. The time for submission of proposals shall remain the same. Late proposals shall not be considered. Page 2 of 41

I-10. Incurring Costs The Department is not liable for any costs the Contractor incurs in preparation and submission of its proposal, in participating in the RFQ process or in anticipation of receipt of the purchase order. I-11. Economy Of Preparation Contractors should prepare proposals simply and economically, providing a straightforward, concise description of the Contractor's ability to meet the requirements of the RFQ. I-12. Small Diverse Business Information The Department encourages participation by small diverse businesses as prime Contractors, and encourages all prime Contractors to make a significant commitment to use small diverse businesses as subcontractors and suppliers. A Small Diverse Business is a DGS-verified minority-owned business, woman-owned business, veteran-owned business or service-disabled veteran-owned business.

A small business is a business in the United States which is independently owned, not dominant in its field of operation, employs no more than 100 full-time or full-time equivalent employees, and earns less than $7 million in gross annual revenues for building design, $20 million in gross annual revenues for sales and services and $25 million in gross annual revenues for those businesses in the information technology sales or service business. Questions regarding this Program can be directed to:

Department of General Services Bureau of Small Business Opportunities Room 611, North Office Building Harrisburg, PA 17125 Phone: (717) 783-3119 Fax: (717) 787-7052 Email: [email protected] Website: www.dgs.state.pa.us

The Department’s directory of BSBO-verified minority, women, veteran and service disabled veteran-owned businesses can be accessed from: Searching for Small Diverse Businesses.

I-13. Proposals To be considered, Contractors must submit a complete proposal to this RFQ to the Issuing Office, using the format provided in PART II, providing eight (8) paper copies of the Technical Submittal and two (2) paper copies of the Cost Submittal and two (2) paper copies of the Small Diverse Business Submittal. In addition to the paper copies of the proposal, Contractors shall submit two (2) complete and exact copies of the entire Page 3 of 41

proposal (Technical, Cost and Small Diverse Business Submittals, along with all requested documents) on CD-ROM or Flash drive in Microsoft Office or Microsoft Office-compatible format. The electronic copy must be a mirror image of the paper copy and any spreadsheets must be in Microsoft Excel. Additionally, on the two CD-ROM or Flash drives, include separate folders which contain a complete and exact copy of the entire technical (excluding financial capability) and SDB submittals in PDF (portable document format). To the extent that a Contractor designates information as confidential or proprietary or trade secret protected in accordance with Part I, Section I-15, the Contractor must also include one (1) redacted version of the Technical Submittal, excluding Financial Capability on CDROM or Flash Drive in Microsoft Office or Microsoft Office-compatible format. The Contractors may not lock or protect any cells or tabs. The CD or Flash drive should clearly identify the Contractor and include the name and version number of the virus scanning software that was used to scan the CD or Flash drive before it was submitted. Contractors should ensure that there is no costing information in the technical submittal. Contractors should not reiterate technical information in the cost submittal. The Contractor shall make no other distribution of its proposal to any other Contractor or Commonwealth official or Commonwealth consultant. Each proposal page should be numbered for ease of reference. An official authorized to bind the Contractor to its provisions must sign the proposal. If the official signs the Proposal Cover Sheet (Appendix A to this RFQ) and the Proposal Cover Sheet is attached to the Contractor’s proposal, the requirement will be met. For this RFQ, the proposal must remain valid for one hundred and twenty (120) days or until a purchase order is executed. If the Department selects the Contractor’s proposal as the best value, the contents of the selected Contractor’s proposal will become, except to the extent the contents are changed through Best and Final Offers or negotiations, contractual obligations. Each Contractor submitting a proposal specifically waives any right to withdraw or modify it, except that the Contractor may withdraw its proposal by written notice received at the Issuing Office’s address for proposal delivery prior to the exact hour and date specified for proposal receipt. A Contractor or its authorized representative may withdraw its proposal in person prior to the exact hour and date set for proposal receipt, provided the withdrawing person provides appropriate identification and signs a receipt for the proposal. A Contractor may modify its submitted proposal prior to the exact hour and date set for proposal receipt only by submitting a new sealed proposal or sealed modification which complies with the RFQ requirements. I-14. Alternate Proposals. The Department has identified the basic approach to meeting its requirements, allowing Contractors to be creative and propose their best solution to meeting these requirements. The Department will not accept alternate proposals. I-15.

Proposal Contents

a. Confidential Information. The Commonwealth is not requesting, and does not require, confidential proprietary information or trade secrets to be included as part of Contractors’ submissions in order to evaluate proposals submitted in response to this RFQ. Accordingly, except as provided herein, Contractors should not label Page 4 of 41

proposal submissions as confidential or proprietary or trade secret protected. Any Contractor who determines that it must divulge such information as part of its proposal must submit the signed written statement described in subsection c. below and must additionally provide a redacted version of its proposal in accordance with Part I, Section I-13, which removes only the confidential proprietary information and trade secrets, for required public disclosure purposes.

b. Commonwealth Use. All material submitted with the proposal shall be considered the property of the Commonwealth of Pennsylvania and may be returned only at the Department’s option. The Commonwealth has the right to use any or all ideas not protected by intellectual property rights that are presented in any proposal regardless of whether the proposal becomes part of a contract. Notwithstanding any Contractor copyright designations contained on proposals, the Commonwealth shall have the right to make copies and distribute proposals internally and to comply with public record or other disclosure requirements under the provisions of any Commonwealth or United States statute or regulation, or rule or order of any court of competent jurisdiction.

c. Public Disclosure. After the issuance of a purchase order pursuant to this RFQ, all proposal submissions are subject to disclosure in response to a request for public records made under the Pennsylvania Right-to-Know-Law, 65 P.S. § 67.101, et seq. If a proposal submission contains confidential proprietary information or trade secrets, a signed written statement to this effect must be provided with the submission in accordance with 65 P.S. § 67.707(b) for the information to be considered exempt under 65 P.S. § 67.708(b)(11) from public records requests (See Appendix E, Trade Secret/Confidential Proprietary Information Notice). Financial capability information submitted in response to Part II, Section II-8 of this RFQ is exempt from public records disclosure under 65 P.S. § 67.708(b)(26).

I-16. Contractor’s Representations and Authorizations By submitting its proposal, each Contractor understands, represents, and acknowledges that:

a. All of the Contractor’s information and representations in the proposal are material and important, and the Department may rely upon the contents of the proposal in making a best value selection. The Commonwealth shall treat any misstatement, omission or misrepresentation as fraudulent concealment of the true facts relating to the proposal submission, punishable pursuant to 18 Pa. C.S. § 4904. b. The Contractor has arrived at the price(s) and amounts in its proposal independently and without consultation, communication, or agreement with any other Contractor or potential Contractor.

c. The Contractor has not disclosed the price(s), the amount of the proposal, nor the approximate price(s) or amount(s) of its proposal to any other firm or person who is a Contractor or potential Contractor for this RFQ, and the Contractor shall not Page 5 of 41

disclose any of these items on or before the proposal submission deadline specified in the Calendar of Events of this RFQ.

d. The Contractor has not attempted, nor will it attempt, to induce any firm or person to refrain from submitting a proposal on this contract, or to submit a proposal higher than this proposal, or to submit any intentionally high or noncompetitive proposal or other form of complementary proposal.

e. The Contractor makes its proposal in good faith and not pursuant to any agreement or discussion with, or inducement from, any firm or person to submit a complementary or other noncompetitive proposal.

f. To the best knowledge of the person signing the proposal for the Contractor, the Contractor, its affiliates, subsidiaries, officers, directors, and employees are not currently under investigation by any governmental agency and have not in the last four years been convicted or found liable for any act prohibited by State or Federal law in any jurisdiction, involving conspiracy or collusion with respect to bidding or proposing on any public contract, except as the Contractor has disclosed in its proposal.

g. To the best of the knowledge of the person signing the proposal for the Contractor and except as the Contractor has otherwise disclosed in its proposal, the Contractor has no outstanding, delinquent obligations to the Commonwealth including, but not limited to, any state tax liability not being contested on appeal or other obligation of the Contractor that is owed to the Commonwealth.

h. The Contractor is not currently under suspension or debarment by the Commonwealth, any other state or the federal government, and if the Contractor cannot so certify, then it shall submit along with its proposal a written explanation of why it cannot make such certification.

i. j.

The Contractor has not made, under separate contract with the Department, any recommendations to the Department concerning the need for the services described in its proposal or the specifications for the services described in the proposal. Each Contractor, by submitting its proposal, authorizes Commonwealth agencies to release to the Commonwealth information concerning the Contractor's Pennsylvania taxes, unemployment compensation and workers’ compensation liabilities.

k. Until the selected Contractor receives a fully executed purchase order from the Issuing Office, there is no legal and valid contract, in law or in equity, and the Contractor shall not begin to perform work, for the Project.

I-17. Restriction Of Contact From the issue date of this RFQ until the Department selects a proposal as the best value, the Project Officer is the sole point of contact concerning this RFQ. Any violation of this Page 6 of 41

condition may be cause for the Department to reject the offending Contractor's proposal. If the Department later discovers that the Contractor has engaged in any violations of this condition, the Department may reject the offending Contractor's proposal or rescind its purchase order. Contractors must agree not to distribute any part of their proposals beyond the Issuing Office. A Contractor who shares information contained in its proposal with other Commonwealth personnel and/or competing Contractor personnel may be disqualified.

I-18. Prime Contractor Responsibilities The selected Contractor will be required to assume responsibility for all services offered in the proposal whether it produces them itself or by subcontract. The Department and Project Manager will consider the selected Contractor to be the sole point of contact with regard to contractual and purchase order matters.

I-19. Resources The selected Contractor shall provide all services, supplies, facilities, and other support necessary to complete the identified work, except as otherwise provided in this Section I19. It is expected that both selected Contractor resource requirements and Commonwealth resource requirements will be indicated in detail in the work plan portion of the proposal.

The Department will assign a Purchase Order Manager to manage the administration and monitoring of the purchase order resulting from this RFQ. The Department will also assign a project manager and technical resources for the implementation of integration with the automated system solution. I-20. Rejection Of Proposals The Department, in its sole and complete discretion, may reject any proposal received in response to this RFQ, or to negotiate separately with competing Contractors.

I-21. Discussions for Clarification Contractors may be required to make an oral or written clarification of their proposals to the Department to ensure thorough mutual understanding and Contractor responsiveness to the RFQ requirements. The Project Officer will initiate requests for clarification. Clarifications may occur at any stage of the evaluation and selection process prior to the issuance of a purchase order. I-22.

Best and Final Offer (BAFO)

A. While not required, the Department reserves the right to conduct discussions with Contractors for the purpose of obtaining “Best and Final Offers.” To obtain Best and Final Offers from Contractors, the Department may do one or more of the following, in combination and in any order: 1. Schedule oral presentations;

2. Request revised proposals; and

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3. Enter into pre-selection negotiations.

As part of the Best and Final Offer process and in order to demonstrate the Contractors’ verification capabilities and ability to meet RFP requirements, Contractors may be required to process a limited data set provided by the Department for several or all of the verification services defined in Part IV Work Statement. Contractors must then be available and prepared to meet and discuss the results of the performed verifications with Commonwealth personnel. Note: Contractors will be required to sign a Data Usage and/or Confidentiality Agreement in order to participate in this phase of the procurement.

B. The following Contractors will not be invited by the Department to submit a Best and Final Offer:

1. Those Contractors which the Department has determined to be not responsible or whose proposals the Department has determined to be not responsive. 2. Those Contractors, which the Department has determined in accordance with Part III, Section III-4, from the submitted and gathered financial and other information, do not possess the financial capability, experience or qualifications to assure good faith performance of the Project.

3. Those Contractors whose score for their technical submittal of the proposal is less than 70% of the total amount of technical points allotted to the technical criterion.

The Department may further limit participation in the Best and Final Offers process to those remaining responsible Contractors which the Department has, within its discretion, determined to be within the top competitive range of responsive proposals.

C. Evaluation Criteria found in Part III, Section III-3, shall also be used to evaluate the Best and Final Offers.

D. Price reductions shall have no effect upon the Contractor’s Technical Submittal. Dollar commitments to Small Diverse Businesses can be reduced only in the same percentage as the percent reduction in the total price offered through negotiations.

I-23. Notification of Selection The Department will notify the selected Contractor in writing of its selection as the best value Contractor after the Department has determined, taking into consideration all of the evaluation factors, the proposal that is the most advantageous to the Department.

I-24. Purchase Order The successful Contractor will be issued a purchase order with reference to Consulting Services ITQ Contract 4400007410. The term of the purchase order will commence on the Effective Date and will be for a period of three (3) years. Subject to the performance of the Page 8 of 41

selected Contractor and other considerations, the Department may renew the purchase order for two (2) additional one-year periods. No work may begin or be reimbursed prior to the date of issuance of the purchase order. The selected Contractor will be paid after submitting invoices, provided it is in accordance with the work plan and approved by the Department’s Purchase Order Manager. Final payment will not be made until all Project work has been successfully completed.

I-25. Debriefing Conferences Contractors whose proposals are not selected will be notified of the name of the selected Contractor and given the opportunity to be debriefed. The Project Officer will schedule the time and location of the debriefing. The debriefing will not compare the Contractor with other Contractors, other than the position of the Contractor’s proposal in relation to all other Contractor proposals. I-26. News Releases Contractors shall not issue news releases, internet postings, advertisements or any other public communications pertaining to this Project without prior written approval of the Department, and then only in coordination with the Department.

I-27. Terms and Conditions The requirements and terms and conditions of Consulting Services ITQ #4400007410 shall govern all work conducted as a result of this RFQ. The Department is a Covered Entity and the Business Associate Addendum is attached as Appendix F to this RFQ, and applies to the resulting Purchase Order.

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PART II PROPOSAL REQUIREMENTS

II-1. General Requirements Contractors must submit their proposals in the format, including heading descriptions, outlined below. To be considered, the proposal must respond to all requirements in this part of the RFQ. Contractors should provide any other information thought to be relevant, but not applicable to the enumerated categories, as an appendix to the Proposal. All cost data relating to this proposal and all Small Diverse Business cost data should be kept separate from and not included in the Technical Submittal. Each Proposal shall consist of the following three (3) separately sealed submittals: a. Technical Submittal, which shall be a response to RFQ Part II, Sections II-1 through II-9; The Technical Submittal must include a Transmittal Letter and include Tabs 1 through 13. Contractors must format their technical responses as follows: o Tab 1: Table of Contents o Tab 2: Statement of the Problem o Tab 3: Management Summary o Tab 4: Work Plan o Tab 5: Prior Experience o Tab 6: Personnel o Tab 7: Training o Tab 8: Financial Capability o Tab 9: Emergency Preparedness o Tab 10: Domestic Workforce Utilization Certification (Appendix B) o Tab 11: Lobbying Certification (Appendix D) o Tab 12: Corporate Reference Questionnaire (Appendix G) o Tab 13: Personnel Reference Questionnaire (Appendix H)

b. Small Diverse Business Submittal, in response to RFQ Part II, Section II-10; and

c. Cost Submittal, in response to RFQ Part II, Section II-11.

Proposals must be submitted in the following format: a. Pages must be 8.5 by 11 inches with right and left margins of one (1) inch; and be double-sided. b. Must use Arial or Times New Roman font with a size of twelve (12). c. Tab and Section headings, show in Part II-A, General Proposal Requirements, MUST be used. d. Each page of the proposal must include a page number and identification of the Contractor in the page footer. Page 10 of 41

e. Materials provided in any Appendix must be specifically referenced by page number(s) in the body of the proposal. f. Exceptions for paper and font size are permissible for project schedule (Microsoft Project) or for graphical exhibits and material in appendices which may be printed on white paper with dimensions of 11 by 17 inches.

The Department may request additional information which, in the Department’s opinion, is necessary to assure that the Contractor’s competence, number of qualified employees, business organization, and financial resources are adequate to perform according to the RFQ.

The Department may make investigations as deemed necessary to determine the ability of the Contractor to perform the Project, and the Contractor shall furnish to the Issuing Office all requested information and data. The Department may reject any proposal if the evidence submitted by, or investigation of, such Contractor fails to satisfy the Department that such Contractor is properly qualified to carry out the obligations of the RFQ and to complete the Project as specified. II-2. Statement of the Problem State in succinct terms your understanding of the problem presented and the services required by this RFQ. The Contractor’s response should demonstrate that the Contractor fully understands the scope of work, the Contractor’s responsibilities, and how the Contractor will effectively manage the project as well as ongoing operational support. The statement of the problem should also discuss specific issues and risks associated with the project and should include proposed solutions for each. Page limit: 2 (double sided)

II-3. Management Summary Include a narrative description of the proposed effort, items to be delivered or services to be provided. The summary will condense and highlight the contents of the Technical proposal in a manner that allows a broad understanding of the entire Technical submittal. Page limit: 2 (double sided)

II-4. Work Plan Describe in narrative form your technical plan for accomplishing the work. This should include specifics on the technical solution including how the services are typically implemented, and the information that is being accessed to verify identity, assets, and income. Use the information in Part IV of this RFQ as your reference point. The implementation of all requirements should be addressed. The phased implementation approach should also be addressed. Indicate the number of person hours allocated to each task. Include a Program Evaluation and Review Technique (PERT) or similar type display, time related, showing each event. If more than one approach is apparent, comment on why you chose this approach. The Contractor should describe its management approach, including how it will implement its proposed work plan. Where possible, the Contractor should provide specific examples Page 11 of 41

of methodologies or approaches it will use to fulfill the RFQ requirements and examples of the Contractor’s similar experience and approach on comparable projects (most notably government entities). The Contractor must provide an example of input data elements and output data elements for each of the verification services that the Commonwealth can use to determine how these services should be implemented into our information technology system(s). The Contractor should describe the management controls it will use to ensure the quality of the work and the achievement of all performance requirements. The Contractor should also address its approach to internally monitor and evaluate the effectiveness of meeting the RFQ requirements.

Include a discussion on the formal and informal communication processes that will be used for this project. The work plan must include the planned approach and process for establishing and maintaining communication between all parties and a technical approach that is aligned with all written specifications and requirements contained in section RFQ Part IV.

Describe the approach you will take to establish, capture, document, evaluate, and report on core performance standards (RFQ Part IV, Section IV-6) relative to the Project and business operation performance, efficiencies, and effectiveness; and provide an outline of your process improvement procedures. The Contractor should also propose any performance standards based upon industry best practices.

II-5. Prior Experience The Contractor must have experience in providing the requested verification services. Of particular interest is the Contractor’s experience implementing these services for governmental entities.

Experience shown should be work done by individuals who will be assigned to this project as well as that of your company. Studies or projects referred to must be identified and the name of the customer shown, including the name, address, and telephone number of the responsible official of the customer, company, or agency who may be contacted. A. Corporate Background. The Contractor must describe the corporate history and relevant experiences of the Contractor and any subcontractors. This section must detail information on the ownership of the company (names and percent ownership), its principal officers, the date the company was established, the date the company began operations, the physical location of the company any specific licenses or accreditations held, and the current size of the company. The Contractor must provide a current corporate organizational chart as part of this section.

The Contractor must describe the corporate identity, legal status and forms, including the name, address, telephone number, and email address for the legal entity that is submitting the proposal. In addition, the Contractor must provide the name of the principal officers, a description of its major services, its legal status as a for-profit or not-for-profit company, and any specific licenses and accreditations held by the Contractor. Page 12 of 41

The Contractor must provide similar organizational background information on subcontractors. If a Contractor is proposing to use the services of a subsidiary or affiliated entity, the Contractor must describe the business arrangement with that entity and the scope of the services the entity will provide.

If the Contractor intends to use a proposed subcontractor to meet the qualifications and requirements of this RFQ, it should provide the same information as above for that subcontractor. The Contractor must identify any current relationship(s) that may result in a conflict of interest.

B. References. The Contractor must provide a least three (3) relevant, non-DHS contacts within the past three years to serve as a corporate reference. This shall include the following for each reference: 1. Name of Contact 2. Type of Contract 3. Contract description, including the type of services provided 4. Total Contract value 5. Contracting Officer’s name and telephone number 6. Role of Subcontractor (if any) 7. Time period in which services were provided

The Contractor must submit Appendix G, Corporate Reference Questionnaire, directly to the contacts listed. The references should return the completed questionnaires in sealed envelopes to the Contractor. The Contractor must include these sealed references with its technical submittal under Tab 12. The Contractor must disclose any contract cancellations, suspensions or disbarments within five (5) years preceding the issuance of this RFP. If a contract was canceled for lack of performance, the Contractor must provide details on the customer’s allegations, the Contractor’s position relevant to the allegations, and the final resolution of the contract cancellation. For any such cancellations, the Contractor shall include the contact information of the customer, including company name, address, contact person, phone number, and email address.

II-6. Personnel Include those professionals that will be assigned to the Project, specifically the implementation and ongoing support team. This includes a required project manager, account manager (the project manager may fulfill this role as well), customer support manager, and any other professional or technical personnel that will be engaged in the work. Show where these personnel will be physically located during the time they are engaged in the Project. Page 13 of 41

The Department considers the project manager that is responsible for services implementation and the account manager that is the main liaison between the Department and the selected Contractor to be key personnel. For key personnel, include the employee’s name and, through a resume or similar document, the Project personnel’s education and experience in providing implementing the solution that is being offered. Indicate the responsibilities each individual will have in this Project and how long each has been with your company. Identify by name any subcontractors you intend to use and the services they will perform. Resumes are not to include personal information that will, or will be likely to, require redaction prior to release of the proposal under the Right to Know Law. This includes home addresses and phone numbers, Social Security Numbers, Drivers’ License numbers or numbers from state ID cards issued in lieu of a Drivers’ License, financial account numbers, etc. If the Commonwealth requires any of this information for security verification or other purposes, the information will be requested separately and as necessary.

The Contractor should include an organizational chart outlining the staffing, reporting relationships and staff members. The organizational chart must show the lines of authority, designate the positions responsible and accountable for the completion of each component and deliverable in the RFQ. The organizational chart must clearly indicate any functions that are subcontracted along with the name of the subcontractor and the services they will perform. The Contractor should show the total number of staff proposed and indicate if they are full time positions or part time positions. The Contractor should provide a role table for the Contractor’s proposed staffing roles and include a description of the duties and functions by each staffing role. Provide similar organizational information for proposed subcontractors.

A minimum of three (3) client references for Key Staff must be identified and must be outside clients (non-DHS) who can give information on the individual’s experience and competence to perform project tasks similar to those requested in this RFQ. The Contractor must submit Appendix H, Personnel Reference Questionnaire, directly to the contacts listed. The references should return completed questionnaires in sealed envelopes to the Contractor. The Contractor must include these sealed references with its Technical Submittal under Tab 13.

Key Staff Diversions or Replacement. Once key staff is approved by DHS, the selected Contractor may not divert or replace personnel without approval of the DHS Project Manager and in accordance with the following procedures. The Contractor must provide notice of a proposed diversion or replacement to the DHS Project Manager at least thirty (30) days in advance and provide the name, qualifications, and background check of the person who will replace the diverted or removed staff. The DHS Project Manager will notify the selected Page 14 of 41

Contractor within ten (10) days of the diversion notice whether the proposed diversion is acceptable and if the replacement is approved. Divert or diversion is defined as the transfer of personnel by the selected Contractor or its subcontractor to another assignment within the control of either the Contractor or subcontractor. Advance notification and approval does not include changes in key personnel due to resignations, death and disability, dismissal for cause or dismissal as a result of the termination of a subcontract or any other causes that is beyond the control of the selected Contractor or its subcontractor. DHS must approve the replacement staff.

The DHS Project Manager may request that the selected Contractor remove a staff person from this project at any time. In the event that person is removed from the project, the selected Contractor will have ten (10) days to fill the vacancy with a person acceptable in terms of experience and skills, subject to the DHS Project Manager’s approval.

II-7. Training Indicate recommended training of agency personnel. Include the agency personnel to be trained, the number to be trained, duration of the program, place of training, curricula, training materials to be used, number and frequency of sessions, and number and level of instructors. The training must be held in the Harrisburg, PA area and it is preferred that it be conducted in a classroom setting. If the selected Contractor has found other means of training to be effective for the solution, it may be suggested.

II-8. Financial Capability Describe your company’s financial stability and economic capability to perform the Project requirements. Provide your company’s financial statements (audited, if available) for the past three fiscal years. Financial statements must include the company’s Balance Sheet and Income Statement or Profit/Loss Statements. Also include a Dun & Bradstreet comprehensive report, if available. If your company is a publicly traded company, please provide a link to your financial records on your company website in lieu of providing hardcopies. The Commonwealth reserves the right to request additional information it deems necessary to evaluate a Contractor’s financial capability. II-9. Emergency Preparedness. To support continuity of operations during an emergency, including a pandemic, the Commonwealth needs a strategy for maintaining operations for an extended period of time. One part of this strategy is to ensure that essential contracts that provide critical business services to the Commonwealth have planned for such an emergency and put contingencies in place to provide needed goods and services. A. Describe how you anticipate such a crisis will impact your operations. B. Describe your emergency response continuity of operations plan. Please attach a copy of your plan, or at a minimum, summarize how your plan addresses the following aspects of pandemic preparedness: 1. Employee training (describe your organization’s training plan, and how frequently your plan will be shared with employees) Page 15 of 41

2. Identified essential business functions and key employees (within your organization) necessary to carry them out 3. Contingency plans for: a. How your organization will handle staffing issues when a portion of key employees are incapacitated due to illness. b. How employees in your organization will carry out the essential functions if contagion control measures prevent them from coming to the primary workplace. 4. How your organization will communicate with staff and suppliers when primary communications systems are overloaded or otherwise fail, including key contacts, chain of communications (including suppliers), etc. 5. How and when your emergency plan will be tested, and if the plan will be tested by a third-party.

II-10. Small Diverse Business Submittal A. To receive credit for being a Small Diverse Business or for subcontracting with a Small Diverse Business (including purchasing supplies and/or services through a purchase agreement), a Contractor must include proof of Small Diverse Business qualification in the Small Diverse Business participation submittal of the proposal, as indicated below:

A Small Diverse Business verified by BSBO as a Small Diverse Business must provide a photocopy of its DGS issued certificate entitled “Notice of Small Business SelfCertification and Small Diverse Business Verification” indicating its diverse status. B. In addition to the above certificate, the Contractor must include in the Small Diverse Business participation submittal of the proposal the following information: 1. All Contractors must include a numerical percentage which represents the total percentage of the work (as a percentage of the total cost in the Cost Submittal) to be performed by the Contractor and not by subcontractors and suppliers. 2. All Contractors must include a numerical percentage which represents the total percentage of the total cost in the Cost Submittal that the Contractor commits to paying to Small Diverse Businesses (SDBs) as subcontractors. To support its total percentage SDB subcontractor commitment, Contractor must also include: a. The percentage and dollar amount of each subcontract commitment to a Small Diverse Business; b. The name of each Small Diverse Business. The Contractor will not receive credit for stating that after the contract is awarded it will find a Small Diverse Business. c. The services or supplies each Small Diverse Business will provide, including the timeframe for providing the services or supplies. d. The location where each Small Diverse Business will perform services. e. The timeframe for each Small Diverse Business to provide or deliver the goods or services.

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f. A subcontract or letter of intent signed by the Contractor and the Small Diverse Business (SDB) for each SDB identified in the SDB Submittal. The subcontract or letter of intent must identify the specific work, goods or services the SDB will perform, how the work, goods or services relates to the project, and the specific timeframe during the term of the contract and any option/renewal periods when the work, goods or services will be performed or provided. In addition, the subcontract or letter of intent must identify the fixed percentage commitment and associated estimated dollar value that each SDB will receive based on the total value of the initial term of the contract as provided in the Contractor's Cost Submittal. Attached is a letter of intent template (Appendix I) which may be used to satisfy these requirements. g. The name, address and telephone number of the primary contact person for each Small Diverse Business. 3. The total percentages and each subcontractor commitment will become contractual obligations once the Purchase Order is issued. 4. The name and telephone number of the Contractor’s project (contact) person for the Small Diverse Business information.

C. The Contractor is required to submit two (2) copies of its Small Business participation Business Submittal. The submittal shall be clearly identified as Small Diverse Business information and sealed in its own envelope, separate from the remainder of the proposal.

D. A Small Diverse Business can be included as a subcontractor with as many prime Contractors as it chooses in separate proposals.

E. A Contractor that qualifies as a Small Diverse Business and submits a proposal as a prime Contractor is not prohibited from being included as a subcontractor in separate proposals submitted by other Contractors.

II-11. Cost Submittal The information requested in this Section II-11 and Appendix C shall constitute the Cost Submittal. The Cost Submittal shall be placed in a separate sealed envelope within the sealed proposal and kept separate from the technical submittal. Pricing must be inclusive of meeting all requirements and performing the tasks for the required services as outlined in Part IV, Work Statement. The total cost you are proposing must be broken down into the following components and listed in Appendix C. Deliverables: A. Interactive Identity Verification Deliverables (Phase 1) 1. Start-up Deliverable 2. Testing Deliverable 3. Implementation Deliverable B. Non-Interactive Identify Verification Deliverables (Phase 2) 1. Start-up Deliverable Page 17 of 41

2. Testing Deliverable 3. Implementation Deliverable C. Asset Verification Deliverables (Phase 3) 1. Start-up Deliverable 2. Testing Deliverable 3. Implementation Deliverable D. Income Verification Deliverables (Phase 4) 1. Start-up Deliverable 2. Testing Deliverable 3. Implementation Deliverable E. Turnover Deliverable

Transaction Fees: Contractors should provide an all-inclusive transaction fee for each of the following: Interactive Identity Verification, Non-Interactive Identity Verification requirements, and Asset Verification services as described in Part IV, Work Statement (excluding Section IV-4). Any costs associated with the Customer Support Center should be included in the Interactive Identity Verification transaction fee. The Department envisions that identity verification services will be implemented in two phases, and the phases will most likely overlap. Asset verification and Income verification will be implemented in a later phases. Expansion of Interactive Identity Verification to other Commonwealth agencies and programs will be implemented at the discretion of the Commonwealth. For the Cost Verification tab of the Appendix C, total Deliverable costs, for each phase, should be broken down into the following components:

A. Direct Labor Costs. Itemize to show the following for each category of personnel with a different hourly rate:

1. Category (e.g., partner, project manager, analyst, senior auditor, research associate) 2. Estimated hours 3. Rate per hour 4. Total cost for each category and for all direct labor costs

B. Labor Overhead. Specify what is included and rate used.

C. Travel and Subsistence. Itemize transportation, lodging and meals per diem costs separately. Travel and subsistence costs must conform with the requirements of the most current version of Commonwealth Management Directive 230.10, Travel and Subsistence Allowances. The Issuing Office may accept higher rates normally paid by a Contractor, if those rates were approved by the Contractor’s officials and published prior to submitting this proposal to the Issuing Office. Page 18 of 41

D. Consultant Costs. Itemize as in (a) above.

E. Subcontract Costs. Itemize as in (a) above. F. Cost of Supplies and Materials. Itemize. G. Other Direct Costs. Itemize.

H. General Overhead Costs. Overhead includes two major categories of cost, operations overhead and general and administrative overhead. Operations overhead includes costs that are not 100% attributable to the service being completed, but are generally associated with the recurring management or support of the service. General and administrative overhead includes salaries, equipment and other costs related to headquarters management external to the service, but in support of the activity being completed. Specify what specific items are included and the rates used. I. Fee or Profit. J. Total Cost.

Contractors should not include any assumptions in their cost submittals. If the Contractor includes assumptions in its cost submittal, the Issuing Office may reject the proposal. Contractors should direct in writing to the Project Officer pursuant to Part I, Section I-6 of this RFQ, any questions about whether a cost or other component is included or applies. All Contractors will then have the benefit of the Department’s written answer so that all proposals are submitted on the same basis.

II-12. Domestic Workforce Utilization Contractors must complete and sign the Domestic Workforce Utilization Certification attached to and made a part of this RFQ as Appendix B. Contractors who seek consideration for the Domestic Workforce Utilization Certification criterion must complete, sign and submit the Domestic Workforce Utilization Certification Form in the same sealed envelope with the Technical Submittal. II-13. Lobbying Certification and Disclosure of Lobbying Activities This Project will be funded, in whole or in part, with federal monies. Public Law 101-121, Section 319, prohibits federal funds from being expended by the recipient or by any lower tier sub-recipients of a federal contract, grant, loan, or a cooperative agreement to pay any person for influencing, or attempting to influence a federal agency or Congress in connection with the awarding of any federal contract, the making of any federal grant or loan, or entering into any cooperative agreement. All parties who submit proposals in response to this RFQ must sign the “Lobbying Certification Form,” (attached as Appendix D) and, if applicable, complete the “Disclosure of Lobbying Activities” form available at: http://www.whitehouse.gov/omb/assets/omb/grants/sflllin.pdf. Page 19 of 41

PART III CRITERIA FOR SELECTION III-1. Mandatory Responsiveness Requirements. proposal must be:

To be eligible for selection, a

A. Timely received from an Contractor; B. Properly signed by the Contractor.

III-2. Technical Nonconforming Proposals. The two (2) Mandatory Responsiveness Requirements set forth in Section III-1 above (A-B) are the only RFQ requirements that the Commonwealth will consider to be non-waivable. The Issuing Office reserves the right, in its sole discretion, to (1) waive any other technical or immaterial nonconformities in an Contractor’s proposal, (2) allow the Contractor to cure the nonconformity, or (3) consider the nonconformity in the scoring of the Contractor’s proposal.

III-3. Evaluation. The Issuing Office has selected a committee of qualified personnel to review and evaluate timely submitted proposals. Independent of the committee, BSBO will evaluate the Small Diverse Business participation submittal and provide the Issuing Office with a rating for this component of each proposal. The Issuing Office will notify in writing the responsible Contractor whose proposal is determined to offer the best value to the Commonwealth as determined by the Issuing Office after taking into consideration all of the evaluation factors. III-4. Evaluation Criteria. proposal:

The following criteria will be used in evaluating each

A. Technical: The Department has established the weight for the Technical criterion for this RFQ as 50% of the total points. Evaluation of the required services will be based upon the following in order of importance: Soundness of Approach, Contractor Qualifications, Personnel Qualifications, and Understanding the Problem. The final Technical scores are determined by giving the maximum number of technical points available to the proposal with the highest raw technical score. The remaining proposals are rated by applying the Technical Scoring Formula set forth at the following webpage: http://www.portal.state.pa.us/portal/server.pt/community/RFQ_scoring_formulas_ov erview/20124. B. Cost: The Department has established the weight for the Cost criterion for this RFQ as 30% of the total points. The cost criterion is rated by giving the proposal with the lowest total cost (deliverables plus transaction costs for the required services) the maximum number of Cost points available. The remaining proposals are rated by applying the Cost Formula set forth at the following webpage: http://www.portal.state.pa.us/portal/server.pt/community/RFQ_scoring_formulas_ov erview/20124 Page 20 of 41

C. Small Diverse Business Participation: BSBO has established the weight for the Small Diverse Business (SDB) participation criterion for this RFQ as 20% of the total points. Each SDB participation submittal will be rated for its approach to enhancing the utilization of SDBs in accordance with the below-listed priority ranking and subject to the following requirements: 1. A business submitting a proposal as a prime Contractor must perform 60% of the total contract value to receive points for this criterion under any priority ranking. 2. To receive credit for an SDB subcontracting commitment, the SDB subcontractor must perform at least fifty percent (50%) of the work subcontracted to it.

3. A significant subcontracting commitment is a minimum of five percent (5%) of the total Purchase Order value. 4. A subcontracting commitment less than five percent (5%) of the total Purchase Order value is considered nominal and will receive reduced or no additional SDB points depending on the priority ranking.

Priority Rank 1: Proposals submitted by SDBs as prime Contractors will receive 150 points. In addition, SDB prime Contractors that have significant subcontracting commitments to additional SDBs may receive up to an additional 50 points (200 points total available). Subcontracting commitments to additional SDBs are evaluated based on the proposal offering the highest total percentage SDB subcontracting commitment. All other Contractors will be scored in proportion to the highest total percentage SDB subcontracting commitment within this ranking. See formula below. Priority Rank 2: Proposals submitted by SDBs as prime Contractors, with no or nominal subcontracting commitments to additional SDBs, will receive 150 points.

Priority Rank 3: Proposals submitted by non-small diverse businesses as prime Contractors, with significant subcontracting commitments to SDBs, will receive up to 100 points. Proposals submitted with nominal subcontracting commitments to SDBs will receive points equal to the percentage level of their total SDB subcontracting commitment. SDB subcontracting commitments are evaluated based on the proposal offering the highest total percentage SDB subcontracting commitment. All other Contractors will be scored in proportion to the highest total percentage SDB subcontracting commitment within this ranking. See formula below. Page 21 of 41

Priority Rank 4: Proposals by non-small diverse businesses as prime Contractors with no SDB subcontracting commitments shall receive no points under this criterion.

To the extent that there are multiple SDB Participation submittals in Priority Rank 1 and/or Priority Rank 3 that offer significant subcontracting commitments to SDBs, the proposal offering the highest total percentage SDB subcontracting commitment shall receive the highest score (or additional points) available in that Priority Rank category and the other proposal(s) in that category shall be scored in proportion to the highest total percentage SDB subcontracting commitment. Proportional scoring is determined by applying the following formula: SDB % Being Scored x Highest % SDB Commitment

Points/Additional = Points Available*

Awarded/Additional SDB Points

Priority Rank 1 = 50 Additional Points Available Priority Rank 3 = 100 Total Points Available Please refer to the following webpage for an illustrative chart which shows SDB scoring based on a hypothetical situation in which the Commonwealth receives proposals for each Priority Rank: http://www.portal.state.pa.us/portal/server.pt/community/RFQ_scoring_formulas _overview/20124

D. Domestic Workforce Utilization: Any points received for the Domestic Workforce Utilization criterion are bonus points in addition to the total points for this RFQ. The maximum amount of bonus points available for this criterion is 3% of the total points for this RFQ.

To the extent permitted by the laws and treaties of the United States, each proposal will be scored for its commitment to use domestic workforce in the fulfillment of the project. Maximum consideration will be given to those Contractors who will perform the contracted direct labor exclusively within the geographical boundaries of the United States or within the geographical boundaries of a country that is a party to the World Trade Organization Government Procurement Agreement. Those who propose to perform a portion of the direct labor outside of the United States and not within the geographical boundaries of a party to the World Trade Organization Government Procurement Agreement will receive a correspondingly smaller score for this criterion. See the following webpage for the Domestic Workforce Utilization Formula: http://www.portal.state.pa.us/portal/server.pt/community/rfp_scoring_formulas_ overview/20124. Contractors who seek consideration for this criterion must submit in hardcopy the signed Domestic Workforce Utilization Certification Form in the same sealed envelope with the Technical Submittal. The certification will be included as a contractual obligation when the Purchase Order is executed. Page 22 of 41

III-5. Contractor Responsibility. To be responsible, a Contractor must submit a responsive proposal and possess the capability to fully perform the project requirements in all respects and the integrity and reliability to assure good faith performance of the project. In order for a Contractor to be considered responsible for this RFQ and therefore eligible for selection for best and final offers or selection for contract negotiations:

A. The total score for the technical submittal of the Contractor’s proposal must be greater than or equal to 70% of the available technical points; and

B. The Contractor’s financial information must demonstrate that the Contractor possesses the financial capability to assure good faith performance of the project. The Issuing Office will review the Contractor’s previous three financial statements, any additional information received from the Contractor, and any other publiclyavailable financial information concerning the Contractor, and assess each Contractor’s financial capacity based on calculating and analyzing various financial ratios, and comparison with industry standards and trends.

A Contractor which fails to demonstrate sufficient financial capability to assure good faith performance of the project as specified herein may be considered by the Issuing Office, in its sole discretion, for Best and Final Offers or project negotiation contingent upon such Contractor providing project performance security for the first project year cost proposed by the Contractor in a form acceptable to the Issuing Office. Based on the financial condition of the Contractor, the Issuing Office may require a certified or bank (cashier’s) check, letter of credit, or a performance bond conditioned upon the faithful performance of the project by the Contractor. The required performance security must be issued or executed by a bank or surety company authorized to do business in the Commonwealth. The cost of the required performance security will be the sole responsibility of the Contractor and cannot increase the Contractor’s cost proposal or the project cost to the Commonwealth. Further, the Issuing Office will award a project only to a Contractor determined to be responsible in accordance with the most current version of Commonwealth Management Directive 215.9, Contractor Responsibility Program. III-6. Final Ranking and Award.

A. After any best and final offer process conducted, the Issuing Office will combine the evaluation committee’s final technical scores, BSBO’s final small diverse business participation scores, the final cost scores, and (when applicable) the domestic workforce utilization scores, in accordance with the relative weights assigned to these areas as set forth in this Part. B. The Issuing Office will rank responsible Contractors according to the total overall score assigned to each, in descending order. Page 23 of 41

C. The Department must select as the Best Value Contractor the Contractor with the highest overall score; PROVIDED, HOWEVER, THAT A PURCHASE ORDER WILL NOT BE ISSUED TO A CONTRACTOR WHOSE PROPOSAL RECEIVED THE LOWEST TECHNICAL SCORE AND HAD THE LOWEST COST SCORE OF THE RESPONSIVE PROPOSALS RECEIVED FROM RESPONSIBLE CONTRACTORS. IN THE EVENT SUCH A PROPOSAL ACHIEVES THE HIGHEST OVERALL SCORE, IT SHALL BE ELIMINATED FROM CONSIDERATION AND A PURCHASE ORDER MAY BE ISSUED TO THE CONTRACTOR WITH THE NEXT HIGHEST OVERALL SCORE.

D. The Department has the discretion to reject all proposals or cancel the request for quotes, at any time prior to the time a purchase order is issued, when it is in the best interests of the Commonwealth. The reasons for the rejection or cancellation shall be made part of the contract file.

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IV-1. Objectives.

PART IV WORK STATEMENT

A. General. Currently, Pennsylvania Department of Human Services (DHS) utilizes multiple automated and manual processes to conduct verifications of information submitted by individuals. DHS is seeking to broaden current verification services to ensure program integrity, improve customer service, and provide operational efficiencies.

B. Specific. DHS is seeking a qualified Contractor to provide for the implementation and continued operational support of automated verification services utilizing information provided by individuals during the process of applying for DHS programs. The Department will not consider and may reject as unresponsive any proposal that proposes a non-automated solution to meet the requirements of the RFQ. Further, the Department will not accept a proposal from any current vendor that provides maintenance or modification services for any Departmentadministered IT system that may need modified to implement any of the services included as part of this RFQ. The objectives that will be achieved via this solicitation include: 1. Greater confidence in the individual’s identity 2. Greater confidence in the identification of fraudulent applications 3. Promote operational efficiencies and positive user experiences for both the DHS staff and the Individual including: a. Reducing the number and level of effort associated with the verifications, thus decreasing application processing timeframes and increasing DHS worker efficiency; and b. Utilizing technology to automatically validate information submitted on an application rather than performing outreach to the individual.

IV-2. Nature and Scope of the Project. In an effort to ensure that an individual’s identity is preserved when applying for Commonwealth services, as well as to verify information submitted on the application, DHS is seeking a Contractor to provide a variety of verification services. The scope of work will encompass required services and populations as well as potential additional and populations. The identity verification services will be implemented first, followed by asset verification, and income verification. The additional services and populations that may be implemented in the future are contingent upon the validation of the success of the required services, as well as other factors.

The selected Contractor must be able to accommodate volume fluctuations in the services described below. Required verification services include: Page 25 of 41

A. Phase 1: Interactive Identity Verification (also known as Remote Identity Proofing (RIDP)) will use demographic data supplied by the individual who is applying online via Commonwealth internet portal to be prompted with knowledge based authentication questions to verify identity on a real time basis. This verification service is to be implemented in Phase 1. 1. Population. Initially, the potential population of individuals to be identified using the Interactive Identity Verification are individuals who have not received an identity verification (Interactive Identity Verification / Non-Interactive Identity Verification ) within the previous three years. It should be noted that at initial implementation, this verification method would be at the option of the individual. 2. Approximate Volume. The approximate volume of individuals, opting to utilize an Interactive Identity Verification is estimated to be 100,000 in the first year, 4,000 in the second year and 4,160 in the third year.

B. Phase 1: Customer Support Center to assist individuals with any Interactive Individual Identity Verification questions. The hours of operation will be MondayFriday – 8:00AM – 4:30 PM ET, not including state holidays. This will be implemented with the Interactive Identity Verification services.

C. Phase 2: Non-Interactive Identity Verification will use individual demographic data collected on DHS applications submitted by the individual either online (and the individual did not perform or pass Interactive Identity Verification), on paper, or via the DHS customer support center to verify identity on a near real time basis. The Non-Interactive Identity Verification service will be executed from an existing DHS Information System and a result returned to a the DHS Information Systems. 1. Population. Initially, the population of individuals to be identified using the Non-Interactive Identity Verification Service are individuals who have not received an identity verification (Interactive Identity Verification/ NonInteractive Identity Verification ) within the previous three years or opted to not utilize the Interactive Identity Verification when applying online. 2. Approximate Volume. The approximate volume of individuals necessitating a Non-Interactive Identity Verification is estimated to be 1.9 million in the first year, 76,000 in the second year and 79,000 in the third year.

D. Phase 3: Asset Verification - The Asset Verification services will be used to verify assets submitted on all applications, except MAGI (Modified Adjusted Gross Income) Medicaid and Supplemental Nutrition Assistance Program (SNAP) applications; and may be expanded to other programs in the future. This verification service will be triggered from a DHS Information Systems during application processing. 1. Population. Initially, the population of individuals requiring an asset verification will be all individuals applying for Long Term Care and non-Magi Medicaid benefits, initially; and potentially expanded to additional programs. Page 26 of 41

2. Approximate Volume. The approximate volume of individuals necessitating an Asset Verification is estimated to be 760,000 in the first year, 790,000 in the second year and 825,000 in the third year. E. Phase 4: Income Verification - The Income Verification services will be used to verify income submitted on all applications, and may be expanded to other programs in the future. This verification service will be triggered from a DHS Information Systems during application processing. 1. Population. Initially, the population of individuals requiring income verification will be individuals applying for select DHS benefit programs. 2. Approximate Volume. The approximate volume of individuals necessitating an Income Verification is estimated to be 2.0 million in the first year, 2.08 million in the second year and 2.16 million in the third year.

IV-3. Requirements. The Contractor shall describe how it will meet all of the requirements listed in the RFQ

A. Interactive Identity Verification (RIDP). 1. General. The selected Contractor will provide an Interactive Identity Verification service that can be integrated with DHS’s online application system to verify identity. The Interactive Identity Verification service: a. Authenticates the user based on the input of individual demographic data; b. Provides question and multiple choice answers related to the user’s identity; c. Returns an identity verification result that can alert individuals to both successful and unsuccessful identity verification, and will be stored in Commonwealth applications for future editing/reporting. 2. Input and Output Requirements. a. Inputs. 1) The minimum data that will be provided by DHS to launch the Interactive Identity Verification service includes: a) Name b) Current Address 2) Optional input data for the Interactive Identity Verification service may include: a) Date of Birth b) Social Security Number c) Gender d) Previous Address e) Phone Number 3) DHS will have the ability to modify (add/decrease) optional input data. b. Outputs. 1) The minimum expected output data for the Interactive Identity Verification service includes: a) Result that includes level of confidence that individual’s identity has been verified so that the DHS system can store the result for future processing. Page 27 of 41

2) In its proposal, the Contractor should provide detailed information on other potential output data that is provided with the service. The Contractor should also provide the approximate age of the data used for the verification (i.e. when was the contractor’s data obtained/last updated that was used to verify identity). 3) The service will provide a real-time response from the time the service is called until it is returned to the Commonwealth internet portals.

3. Reports and Analytics. a. The selected Contractor will provide reports that enable DHS to determine metrics including but not limited to: 1) Total number of individuals sent for verification 2) Number of individuals verified (or a high confidence of verification) 3) Number of individuals not verified (no information found) b. In its proposal, the Contractor should provide examples of any standard reports.

B. Customer Support Center 1. The selected Contractor must provide a customer support center for assistance with Interactive Identity Verification from 8:00AM – 4:30 PM ET, not including state holidays. 2. The selected Contractor will be responsible for providing weekly and monthly statistics regarding customer support center operations. 3. DHS must be notified of scheduled and unscheduled customer support center phone system outages. C. Non-Interactive Identity Verification. 1. General. The selected Contractor will provide a Non-Interactive Identity Verification service that can be integrated with the DHS IT System(s) to verify identity. The Non-Interactive Identity Verification service: a. Receives information from DHS IT system(s) b. Returns identity verification results to be stored in DHS IT system(s) 2. Frequency. The frequency at which the automated Non-Interactive Identity Verification data is sent to the selected Contractor will be determined by DHS and the selected Contractor but must be near real time. Contractors should propose their capabilities regarding frequency including type of service (i.e. web services, batch, etc.). 3. Input and Output Requirements. a. Inputs. 1) The data that will be provided by DHS IT System(s) for the automated Non-Interactive Identity Verification service includes: a) DHS Unique Identifier b) Name c) Current Address Page 28 of 41

2) Optional input data for the Non-Interactive Identity Verification service includes: a) Date of Birth b) Social Security Number c) Gender d) Previous Address e) Phone Number 3) DHS will have the ability to modify (add/decrease) optional input data. b. Outputs. 1) The minimum expected output data for the Non-Interactive Identity Verification service includes: a) Result that can be interpreted and stored for use in application processing and reporting b) Result should include level of confidence that the individual’s identity has been verified 2) The Contractor should provide documentation regarding output data that is provided with the service and how to interpret the result to make application processing decisions in their proposal.

4. Reports and Analytics. a. The selected Contractor will provide reports that enable DHS to determine metrics including but not limited to: 1) Number of transactions sent 2) Number of transactions processed 3) Number of transaction in error 4) Number of individuals verified (or a high confidence of verification) 5) Number of individuals not verified(no information found) b. In its proposal, the Contractor should provide examples of any standard reports.

D. Asset Verifications 1. Inputs. a. The minimum data that will be provided by DHS IT System(s) for the automated Asset Verification includes: 1) DHS Unique Identifier 2) Name 3) Current Address 4) Asset Amount b. Optional input data for the Asset Verification includes: 1) Date of Birth 2) Social Security Number 3) Gender 4) Previous Address 5) Phone Number c. DHS will have the ability to modify (add/decrease) optional input data. Page 29 of 41

2. Outputs. a. The minimum expected output data for the Asset Verification service includes: 1) If available, the actual asset information should be returned. 2) Result that can be interpreted and stored for use in application processing 3) Result should include level of confidence that individual’s asset has been verified b. In its proposal, the Contractor should provide documentation regarding output data that is provided with the service and how to interpret the result to make application processing decisions. The proposal should also address the types of asset verification performed (reported and/or unreported) and whether the output changes based on the asset type.

E. Income Verification – The Income Verification services would be used to verify income submitted on DHS applications and be triggered from the DHS IT system(s) during application processing. 1. Inputs. a. The minimum data that will be provided by DHS for the automated income verification includes: 1) DHS Unique Identifier 2) Name 3) Current Address 4) Income Amount b. Optional input data for the Income Verification service includes: 1) Date of Birth 2) Social Security Number 3) Gender 4) Previous Address 5) Phone Number c. DHS will have the ability to modify (add/decrease) optional input data. 2. Outputs. a. The minimum expected output data for the Income Verification service includes: 1) Result that can be interpreted and stored for use in application processing 2) Result should include level of confidence that individual’s income has been verified b. The Contractor should provide documentation regarding output data that is provided with the service and how to interpret the result to make application processing decisions in their proposal.

F. Protect and Secure Personal Identifiable Information. 1. The selected Contractor must protect and secure personal identifiable information in a manner consistent with all RFQ requirements and in conformance with all federal and state laws, regulations, and policies. Page 30 of 41

2. In its proposal, the Contractor must explain how information is secured once it is received, as well as what information is retained and for what period of time.

G. Implementation and Operational Support. 1. The selected Contractor will provide a project manager as a point of contact (POC) for all activities related to the Project implementation and purchase order. 2. The selected Contractor will provide subject matter experts to work with DHS stakeholders for initial implementation activities and tasks as well as postimplementation assistance/troubleshooting support of the all procured verification services. 3. The selected Contractor will provide consulting services for the design, testing and implementation of verification services including interface requirements, interpretation of verification results, and error processing. 4. The selected Contractor will assist Commonwealth in determining content of questions and verification parameters to ensure the greatest level of confidence of an individual’s identity. 5. The selected Contractor will provide DHS stakeholders with training on the implementation and use of the results of identity verification services in application processing. 6. The selected Contractor will provide all system specifications, file formats and system design considerations upon issuance of the purchase order. 7. The selected Contractor will provide test input and output data to support initial testing of the identity verification services. 8. The selected Contractor will provide DHS with a testing environment and secure connectivity for development and testing of the verification services. 9. The selected Contractor will provide DHS with a production environment and secure connectivity for operation of the verification services. 10. The selected Contractor will provide DHS any disclaimers, “click through” agreements, or information that must be communicated to individual regarding the use of verification services, and will permit DHS to alter or supplement it as appropriate in consultation with the selected Contractor. 11. The selected Contractor will provide training for any administrative tools to support implementation and integration. 12. It its proposal, the Contractor must provide information around scheduled maintenance outages and the impact to transaction processing. H. Adherence to Commonwealth Standards. The selected Contractor must provide the required services in compliance with all Commonwealth Information Technology Policies, DHS Business and Technical Standards, and federal regulations and guidelines related to security, confidentiality, audit trails and controls as periodically updated. 1. Commonwealth Information Technology Policies (ITP’s) may be found at: http://www.portal.state.pa.us/portal/server.pt?open=512&objID=416&PageID =210791&mode=2 All proposals must be submitted on the basis that all ITP’s are applicable to this procurement. It is the responsibility of the selected Contractor to read and be Page 31 of 41

2. 3.

4.

5.

6.

familiar with the ITP’s. Notwithstanding the foregoing, if the selected Contractor believes that any ITP is not applicable to this procurement, it must list all such ITP’s in its technical response, and explain why it believes the ITP is not applicable. The Issuing Office may, in its sole discretion, accept or reject any request that an ITP not be considered to be applicable to the procurement. The selected Contractor’s failure to list an ITP will result in its waiving its right to do so later, unless the Issuing Office, in its sole discretion, determines that it would be in the best interest of the Commonwealth to waive the pertinent ITP’s. DHS Business and Technical Standards are located at: http://www.dhs.state.pa.us/provider/doingbusinesswithdhs/busandtechstanda rds/index.htm Applicable federal regulations and guidelines may include: a. Federal Information Processing Standards (FIPS). FIPS documents are located at: http://www.nist.gov/itl/fipscurrent.cfm b. Code of Federal Regulations, 45 CFR 95, Subpart F – Automatic Data Processing Equipment and Services – Conditions for Federal Financial Participation (FFP) located at: http://www.ecfr.gov/cgi-bin/textidx?tpl=/ecfrbrowse/Title45/45cfr95_main_02.tpl c. Health Insurance Portability and Accountability Act (HIPAA) laws and regulations d. IRS Publication 1075 Tax Information Security Guidelines for Federal, State and Local Agencies. The selected Contractor must comply with all privacy and security requirements defined in the Health Insurance Portability and Accountability Act (HIPAA) and take specific steps to ensure that Protected Health Information (PHI) is protected. Sensitive, confidential and PHI electronic data that is transmitted or emailed must be appropriately encrypted and secured The Contractor must identify any DHS data that will reside on any of the selected Contractor’s technology platforms and describe the business need for maintaining the data elements in their proposal. At the termination or conclusion of the contract, the selected Contractor must remove and destroy all DHS data and provide a letter of certification indicating that the data destruction has been completed. The selected Contractor must adhere to the Requirements for NonCommonwealth Hosted Applications/Services provided in Appendix J.

H. Disaster Recovery (DR). The selected Contractor must utilize reasonable data backup and disaster recovery procedures to prevent loss of information and minimize interruption in the use of the proposed system. 1. The Contractor must describe its data backup and disaster recovery plans for restoring and maintaining operations during natural or human-induced disasters, or any other occurrence that damages systems or data. 2. The Contractor must provide detailed information regarding its backup and DR systems, architecture/frameworks, capabilities, governance, and procedures. 3. The Contractor must describe how the Contractor’s backup and disaster recovery plans enable the continuation of critical business processes for the Page 32 of 41

protection and security of the data, and support compliance with the required data restoration and system availability timeframes as described in IV-7 Performance Standards. 4. The Contractor must describe the frequency of review and update of the data backup and DR plan. 5. The Contractor must describe the DR recovery plan testing process and testing frequency.

IV-4. Additional Services. In addition to identity, asset, and income verification, the Contractor should describe its capabilities, if any, to perform the following additional services, including any associated support services: Expansion of Interactive Identity Verification to include program administration by other DHS program offices and Commonwealth agencies a. Approximate Volume. The approximate volume is estimated to be 350,000 per month.

The Commonwealth, at its sole and complete discretion, may or may not proceed with the implementation of the Additional Services. IV-5. Milestones / Deliverables. The successful completion of milestones and deliverables is contingent upon DHS approval. A. Phase 1 (Interactive Identity Verification) Deliverables 1. Start-Up Deliverable #1 a. Milestone 1: Provide an interface specifications document to DHS and engage in system design meetings with DHS personnel and information technology vendors b. Milestone 2: Provide a best practices document for client implementations of Interactive Identity verification services for human services programs c. Milestone 3: Provide initial implementation project plan including tasks, time frame from start to finish (including dates for each deliverable and milestone), resources (DHS/selected Contractor), and task interdependencies d. Milestone 4: Identification of the selected Contractor’s implementation team 2. Testing Deliverable #2 a. Milestone 1: Successful implementation of a test system and connectivity for DHS testing b. Milestone 2: Successful completion of all testing (integration, system, load, and user acceptance testing) c. Milestone 3: Successful implementation of DHS production system and connectivity 3. Implementation Deliverable #3 Page 33 of 41

a. Milestone 1: Successful implementation of verification services including a written attestation of post implementation validation b. Milestone 2: Successful implementation of the customer service center c. Milestone 3: Final Implementation Report

B. Phase 2 (Non-Interactive Identity Verification) Deliverables 1. Start-Up Deliverable #1 a. Milestone 1: Provide an interface specifications document to DHS and engage in system design meetings with DHS personnel and information technology vendors b. Milestone 2: Provide a best practices document for client implementations of Non-Interactive Identity verification for human services programs c. Milestone 3: Identification of the selected Contractor’s implementation team 2. Testing Deliverable #2 a. Milestone 1: Successful implementation of a test system and connectivity for DHS testing b. Milestone 2: Successful completion of all testing (integration, system, load, and user acceptance testing) c. Milestone 3: Successful implementation of DHS production system and connectivity 3. Implementation Deliverable #3 a. Milestone 1: Successful implementation of verification services including a written attestation of post implementation validation b. Milestone 2: Final Implementation Report C. Phase 3 (Asset Verification) Deliverables 1. Start-Up Deliverable #1 a. Milestone 1: Provide an interface specifications document to DHS and engage in system design meetings with DHS personnel and information technology vendors b. Milestone 2: Provide a best practices document for client implementations of Identity and Asset verifications for human services programs c. Milestone 3: Identification of the selected Contractor’s implementation team 2. Testing Deliverable #2 a. Milestone 1: Successful implementation of a test system and connectivity for DHS testing b. Milestone 2: Successful completion of all testing (integration, system, load, and user acceptance testing) c. Milestone 3: Successful implementation of DHS production system and connectivity 3. Implementation Deliverable #3 Page 34 of 41

1. Milestone 1: Successful implementation of verification services including written attestation of post implementation validation 2. Milestone 2: Final Implementation Report

D. Phase 4 (Income Verification) Deliverables 1. Start-Up Deliverable #1 a. Milestone 1: Provide an interface specifications document to DHS and engage in system design meetings with DHS personnel and information technology vendors b. Milestone 2: Provide a best practices document for client implementations of Identity and Income verifications for human services programs c. Milestone 3: Identification of the selected Contractor’s implementation team 2. Testing Deliverable #2 a. Milestone 1: Successful implementation of a test system and connectivity for DHS testing b. Milestone 2: Successful completion of all testing (integration, system, load, and user acceptance testing) c. Milestone 3: Successful implementation of DHS production system and connectivity 3. Implementation Deliverable #3 a. Milestone 1: Successful implementation of verification services including written attestation of post implementation validation E.

Turnover Deliverable 1. Milestone Submit a letter confirming destruction of DHS data.

IV-6. Reports and Project Control. The selected Contractor in coordination with the DHS project manager will be expected to develop and follow an Implementation Project plan that includes system design, testing, implementation and production validation. The selected Contractor will work with the DHS project manager and project team and perform the following:

A. Project Communications. The selected Contractor and DHS will use communication methods, including but not limited to the following: 1. Phone conferencing 2. Electronic webinars 3. Face to face meetings 4. Email/electronic documentation

B. Task Plan. Weekly, the selected Contractor will provide (and maintain throughout the project life cycle) a detailed task/project plan in a DHS-compatible file format to reflect the following details in a GANTT chart display: 1. Task items Page 35 of 41

2. 3. 4. 5. 6. 7.

Task completion percentages Task base-lined start and end dates Task actual start and end dates Milestones Notations Assigned resources

C. Status Report. The selected Contractor will provide status reports on a weekly basis during phase implementation, and monthly thereafter, unless otherwise modified by DHS, to provide the following: 1. Current task plan 2. Current project status 3. Updates and resolutions for outstanding items 4. Identified issues, risks, and associated mitigation plans 5. Impacted task plan item(s) 6. Impacts to project and implementation timelines 7. Mitigation Strategy 8. Resources dedicated to issue or risk

D. Final Implementation Report. The final report will include, but will not be limited to the following: 1. Implementation successes and lessons learned 2. Open issues and associated mitigations for affected tasks 3. Findings, conclusions, and recommendations 4. All supporting project documentation E. Post Production Support. Once services are implemented, it is expected that the selected Contractor will provide an account manager that will serve as the primary point of contact for the Department. The account manager must meet with the Department at a minimum on a monthly basis and maintain and issues tracking document that will be reviewed.

IV-7. Performance Standards. The Commonwealth has developed a set of minimum standards, defined below, which the selected Contractor must meet or exceed, in order to be in good standing. The Verification Services Performance Standards (1-12) will be waived for the first sixty (60) days after implementation to production. The Deliverables Performance Standard (13) will be waived until the Phase 1, Deliverable 1, Milestone 3 has been approved. Performance Standard

Target

1. The online Interactive Identity Verification service will be available 24 hours per day, 7 days per week. 2. Response time for Interactive

100%

100%

Minimum Acceptable

Amount Owed, if Not Compliant

Reporting Frequency

98%

Credit $200 against monthly invoice

Performance Actuals to be submitted with monthly summary report Performance Actuals

98%

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Credit $200

Performance Standard

Identity Verification service is less than 10 seconds.

Target

Minimum Acceptable

3. The Non-Interactive Identity Verification service will be available 24 hours per day, 7 days per week. 4. Non-Interactive Identity Verification service results returned within 24 hours from receipt. 5. The Asset Verification service will be available 24 hours per day, 7 days per week.

100%

98%

100%

98%

100%

98%

6. The Asset Verification service results returned within 24 hours from receipt.

100%

98%

7. The Income Verification service will be available 24 hours per day, 7 days per week.

100%

98%

8. The Income Verification service results returned within 24 hours from receipt.

100%

98%

9. Customer Support Center Live Answer Rate: measures average percentage of calls that are live answered. 10. Customer Support Center – Live Answer Rate: measures percentage of unanswered calls (hang ups). 11. Customer Support Center – Average Wait Time: measures the average wait time in the queue before a call is answered. 12. Customer Support Center – number of incoming calls that never make it into the queue

100%

95%

0%

< 5%

0

<4 minutes

0%

< 10%

100%

100%

13.Deliverables - Delivered to DHS on time, per the agreed Implementation Plan

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Amount Owed, if Not Compliant

Reporting Frequency

against monthly invoice

to be submitted with monthly summary report Performance Actuals to be submitted with monthly summary report Performance Actuals to be submitted with monthly summary report Performance Actuals to be submitted with monthly summary report Performance Actuals to be submitted with monthly summary report Performance Actuals to be submitted with monthly summary report Performance Actuals to be submitted with monthly summary report Performance Actuals to be submitted with monthly summary report Performance Actuals to be submitted with monthly summary report Performance Actuals to be submitted with monthly summary report Performance Actuals to be submitted with monthly summary report Performance Actuals to be submitted with monthly summary report

Credit $600 against monthly invoice Credit $600 against monthly invoice Credit $600 against monthly invoice Credit $600 against monthly invoice Credit $600 against monthly invoice Credit $600 against monthly invoice Credit $200 against monthly invoice Credit $200 against monthly invoice Credit $200 against monthly invoice

Credit $200 against monthly invoice Credit 2% of deliverable cost for each late deliverable.

Performance Standard

Target

Minimum Acceptable

Amount Owed, if Not Compliant

Reporting Frequency

Assessed monthly until deliverable is received and approved.

IV-8. Contract Requirements—Small Diverse Business Participation. All contracts containing Small Diverse Business participation must also include a provision requiring the selected Contractor to meet and maintain those commitments made to Small Diverse Businesses at the time of proposal submittal or contract negotiation, unless a change in the commitment is approved by the BSBO. All contracts containing Small Diverse Business participation must include a provision requiring Small Diverse Business subcontractors to perform at least 50% of the subcontract.

The selected Contractor’s commitments to Small Diverse Businesses made at the time of proposal submittal or contract negotiation shall, to the extent so provided in the commitment, be maintained throughout the term of the contract and through any renewal or extension of the contract. Any proposed change must be submitted to BSBO, which will make a recommendation to the Contracting Officer regarding a course of action. If a contract is assigned to another Contractor, the new Contractor must maintain the Small Diverse Business participation of the original contract.

The selected Contractor shall complete the Prime Contractor’s Quarterly Utilization Report (or similar type document containing the same information) and submit it to the contracting officer of the Issuing Office and BSBO within 10 workdays at the end of each quarter the contract is in force. This information will be used to determine the actual dollar amount paid to Small Diverse Business subcontractors and Contractors. Also, this information will serve as a record of fulfillment of the commitment the selected Contractor made and for which it received Small Diverse Business participation points. If there was no activity during the quarter then the form must be completed by stating “No activity in this quarter.”

NOTE: EQUAL EMPLOYMENT OPPORTUNITY AND CONTRACT COMPLIANCE STATEMENTS REFERRING TO COMPANY EQUAL EMPLOYMENT OPPORTUNITY POLICIES OR PAST CONTRACT COMPLIANCE PRACTICES DO NOT CONSTITUTE PROOF OF SMALL DIVERSE BUSINESSES STATUS OR ENTITLE A CONTRACTOR TO RECEIVE CREDIT FOR SMALL DIVERSE BUSINESSES UTILIZATION.

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