REQUEST FOR PROPOSAL Risk Management Information System Proposal due by: January 23rd 2015 Proposals shall be submitted electronically to WSTIP at: www.wstip.org/rfp/rmis.aspx Questions regarding this RFP should be directed to: Andrea Powell, Information Systems Specialist Washington State Transit Insurance Pool 2629 12th Court SW Olympia, WA 98502 360-786-5003
[email protected]
GENERAL INTRODUCTION, BACKGROUND, AND REQUIREMENTS Organizational Overview The Washington State Transit Insurance Pool (the Pool) is a public agency formed for the purposes of risk sharing, loss prevention, claims management and insurance purchasing. The Pool is a 25 member property and liability self-insurance program for most public transit systems within Washington State. Member vehicles travel 100 million miles a year and generate 1,000 to 1,100 claims a year. The Pool insures over 5,000 vehicles and 4,700 employees. The Pool provides its members $20 million per occurrence liability coverage. The Pool currently self-insures the first $2 million of every liability claim and purchases $3 million X $2 million from its captive reinsurer and buys commercial reinsurance for the $15 million X $5 million layer from 2 different carriers. This request for proposal (RFP) is for the procurement of a (cloud based) hosted system to replace the existing Risk Management Information System (RMIS). The Pool currently uses the CSC product Risk Master Accelerator to manage events and claims, vehicle inventory and property schedules. 25 member agencies access the system remotely via a web based system to enter event / occurrence information. The Pool staff use the same web based interface to manage claims. Documents are currently managed through an external system, Image Now from Perceptive Software.
Contract Term The intent of the Pool is to establish a three (3) year agreement for a solution that supports its claims management, document intake process, and risk prevention functions. Following such initial term, the contract will be renewable for up to two (2) additional one (1) year terms at the sole discretion of the Pool;
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provided that the Pool would prefer to reserve the right to terminate the agreement for convenience with thirty (30) days advanced notice.
Project Description The primary purpose of this project is to migrate from an existing in-house solution to a hosted Property and Liability Claims Management system. The Pool is interested in receiving proposals to include:
Implementation of a hosted Liability and 1st Party Claims Management system Migration of current and historical data from Riskmaster, which is an in-house SQL based application o Approximately 60,000 events/incidents o Approximately 24,000 claims o Approximately 1.5 GB database Migration of current and historical documents from ImageNow (a Perceptive Software product), which is an in-house SQL based application. o Approximately 225,000 files o Approximately 100 GB of data Establishing workflows, forms and processes to facilitate Incident Intake, including documents, from a variety of external users
The proposal should include all equipment, software, and required services including, but not limited to, implementation planning, configuration, installation, data conversion and training.
Project Deliverables The expected project deliverables from the Proposer include, but are not limited to, the following:
1. A project plan for the implementation of the solution 2. Implementation of a solution that meets all of the Pool’s requirements, as specified in this RFP, including these implementation deliverables: a. Configuration of the base system b. Conversion of data from the Pool’s current system to the new solution c. Migration of documents from the Pool’s current system to the new solution d. Test Plan and scripts for inclusion in the Project Test Plan e. Training services, knowledge transfer and hands‐on expertise throughout the entire implementation process for the appropriate Pool staff and Member End Users. f. Documentation for solution configurations, including system diagrams, integration diagrams and data schema documents (all of which shall be delivered to the Pool in an editable electronic format). g. Post implementation and stabilization support 3. Software support and maintenance for ongoing technical support based on the Pool’s service level requirements
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Proposer Prime Contractor Responsibility If a proposal includes services to be supplied by entities other than the Proposer signing the proposal, it is mandatory for the Proposer to clearly identify all such subcontractors in its proposal response, including the name of the subcontractor, the services it will be supplying, and the history and relationship the Proposer has with the subcontractor. The Proposer must serve as prime contractor for the procurement of all services/software proposed to meet the requirements of this RFP. The Proposer acting as the prime contractor must be the sole point of contact with regard to contract stipulations including payment of any and all charges resulting from the purchase of the proposed solution. The Proposer acting as the prime contractor must take full responsibility for the demonstration, delivery and acceptance testing of the items proposed to be supplied by its subcontractor. The Proposer must also serve as the responsible party in identifying and correcting any deficiencies from a subcontractor’s services/software.
Minimum Requirements The Pool requires at the time of proposal submission, that the Proposer meet the minimum requirements listed in this section. The Proposer must provide, as part of its proposal, evidence satisfactory to the Pool that the following minimum requirements are met. The Proposer must provide:
1. Proposer’s solution must include the capabilities for a Property and Liability Claims Management 2. 3. 4. 5.
6. 7.
System Proposer’s solution must integrate Document Management functionality with the Claims Management System. Proposer’s solution must have the ability to implement Document Retention Schedules. Proposer must have more than one (1) customer where the customer’s business resides in Washington State. Proposer must have the ability and a demonstrated process to ensure that it is maintaining currency in its application of all regulations and laws pertaining to the administration of claims supported by the solution (e.g. Washington State Workers Compensation and/or Washington State Liability and Damage claims). The Pool must have unlimited access to its data in the solution. The Pool retains ownership of the data. All the Pool and the Pool Member data must be completely segregated from the data of Proposer’s other customers and must be housed within the United States.
Proposals may be rejected at the sole discretion of the Pool if the above minimum requirements are not met.
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Selection and Evaluation Evaluation Criteria The Pool in its sole discretion shall select the proposal which is most advantageous to the Pool. In rendering this decision, the following evaluation criteria, which are listed in the order of their relative priority to the Pool, will be utilized as a general guideline:
a. Ability to meet the Pool’s functional, technical and other requirements as specified in this RFP b. Proposer’s past successful experience with implementation of similar solutions c. Financial and Operational viability of Proposer d. Pricing The Pool reserves the right to conduct other evaluations and measurements of proposals as may be required in order to render an informed and optimum decision. While the Pool may engage in various activities during the initial stages of the evaluation process for the purpose of arriving at a preliminary ranking of proposals, including but not limited to the assignment of numerical scores to various proposals based on the criteria set forth above, such preliminary “scoring” activities, if utilized by the Pool, shall not necessarily be dispositive with respect to the final evaluation outcome and the Pool reserves its discretion to make a final decision to procure the solution which provides, in the sole discretion of the Pool, the best combination of functional and technical features, risk avoidance and price. All proposal materials submitted by each Proposer shall become the property of the Pool and are considered Public Record.
Evaluation Process The evaluation of proposals will be undertaken in two stages. Proposals will be reviewed for completeness and conformity to all the Pool requirements. Proposals not substantially in compliance with such requirements will be identified and, at the sole discretion of the Pool, may be eliminated from further consideration. Stage 1: Proposals will be evaluated in detail and preliminarily ranked based on the evaluation criteria identified above. Proposals determined not to be responsive or qualified will be identified and, at the sole discretion of the Pool, may be eliminated from further consideration. The evaluators may find it necessary to request additional information from the Proposers. All requests and responses shall be in writing. The Pool may release a list of all selected finalist Proposers. Stage 2: The Pool may require that one or more selected Proposers conduct an on-site briefing and product demonstration for representatives of the Pool for further evaluation. The Pool expects each Proposer to demonstrate the latest generally available versions of the systems and software that comprise the proposed solution. If, however, a Proposer is proposing to install a later (pre-announced) release or an older (previous release) version, this must be clearly communicated and explained in the proposal. The Pool will contact each short-listed Proposer to schedule a date, time, and on-site location for the briefing and product demonstrations. It is currently expected that all demonstrations will be completed no later than February 28, 2015. Following completion of such demonstrations, each short-listed Proposer may be requested to provide its Best and Final Proposal, based upon updated requirements and refined
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configuration. Based on this additional information, Proposers will be re-ranked. All pertinent information obtained from written proposals, clarifications, interviews, and on-site location briefing and demonstrations, along with references from past and current clients, will be considered. The Proposed offering that in the opinion of the Pool best meets the Pool’s needs will be selected for negotiation of all necessary contract documents. Should such negotiations not be completed successfully within a reasonable time period, at the sole discretion of the Pool, the Pool may undertake contract negotiations with one or more other Proposers. The Pool reserves the right at any time to reject any and all proposals. Once a mutually satisfactory contract has been negotiated with such Proposer finalist (or the next most highly ranked Proposer in the event a mutually agreeable contract cannot be negotiated with the initial Proposer finalist), the Pool staff will prepare a recommendation for award of the necessary contract(s) to the preferred Proposer for consideration and approval by the Pool’s Board of Directors in accordance with applicable law. Should the Board determine, at its sole discretion, to request further information from Staff regarding one or more of the proposals received, or to undertake additional evaluation activities or negotiations with respect to the preferred Proposer or any other respondent to the RFP, such activities will be undertaken and a modified recommendation presented to the Board of Directors in accordance with such direction. The Board has the right to reject any and all proposals.
Vendor Company Profile The Proposer should include the address, background, and nature of the organization (individual, partnership, or corporation; private or public; profit or non-profit). Subcontractors, if any, must be identified in a similar manner. In addition, the Proposer must disclose any affiliations or alliances that are in place with software vendors, utilities or other related firms. The Proposer must provide financial documents including but not limited to the most recent Balance Sheet, Income Statement and Statement of Cash Flows or other documentation acceptable to the Pool in its sole discretion, which is sufficient for the Pool to assess the Proposer’s financial strength and stability.
Prior Experience The Proposer should provide three (3) references of customers where the Proposer provided a solution similar to those being proposed to the Pool. The Proposer should provide the following information: Reference Company Name Contact Person at the Reference Company Contact Person Address Contact Person Phone Number Contact Person Fax Number Contact Person Email Address The references should include: A new customer (less than one year) A long-term customer (more than three years)
Project Team The Proposer should provide the names, positions and structure of the proposed team. Resumes for all personnel that will be staffed on the Project should follow. The Proposer should indicate whether the
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proposed staff is a subcontractor or employee of the company. In addition, the Proposer should include the number of years of experience for each proposed team member.
The Pool reserves the right to reject all bids.
Mandatory Pass/Fail Requirements (Round 1) By checking the box below the Proposer signifies they have completely read, understood and, after consideration, concluded the offered service complies fully with the stated requirement. If the solution does not satisfy the requirement it will be disqualified from the procurement.
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Pass/Fail Mandatory Requirements
1. 2. 3.
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Proposer has read, understands and complies
Solution must include the capabilities for self-insured/self-administered entities to administer 1st Party Property Claims and 3rd Party Liability Claims. Solution is provided as a hosted service. Solution provides document management functionality, including the ability to implement retention schedules. The proposed solution meets the State of Washington’s Office of the Chief Information Officer (OCIO) Security Standards including the ability to handle and meet all requirements for Category 3 data, including data encryption at rest and in transit. https://ocio.wa.gov/policies/141-securing-information-technologyassets/14110-securing-information-technology-assets (see section 4) Pool data must be completely segregated from the data of the Proposer’s other customers and must be housed within the United States. Pool retains ownership of the data. Pool requires unrestricted access to its data, including ability to receive a complete export of Pool data as a SQL formatted file.
Solution Requirements (Round 1) Proposer response should always indicate explicitly whether or not the proposed Solution or related services provide the desired functionality, and describe how the Solution or related services do so. Requirements are grouped into broad business need categories. Finalist Proposers are given the opportunity to demonstrate how their solutions meet these capabilities in the Demonstration Section. For each requirement preference is given to Proposer responses that: (1) fulfill the stated capability and (2) provide more convenience, accuracy, timeliness, ease of use and/or breadth of capability to better satisfy one or more of the business needs listed below.
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Solution Requirements
Overall Software Functionality 1.
2.
3.
Provide a detailed description of the proposed solution. Include a list of the proposed solution’s software components with an outline of the major functions and features for each module. Describe how the proposed solution handles the following functionality (Be sure to include examples, illustrations, and diagrams): a) Incident / Claim Intake b) Claims administration c) Policy management d) Exposure tracking e) Incident and Claim reporting f) Litigation management g) Property tracking h) Property loss control / risk control i) Standard reporting j) Ad hoc report writing k) Advanced reporting l) Fleet tracking m) Generating and tracking Certificates of Insurance n) Reserve setting o) Diary entries and updates p) Payment procedures / Vendors 1099 / Claim expenses / Check writing q) Document management r) Mail merge s) Custom fields t) Adjuster notes u) Workflow and Tasks Identify all of the line of businesses available with the solution.
Hosting Environment & Vendor Information 4. 5. 6. 7. 8. 9. 10. 11.
12.
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When did your company release its first Risk Management Information System to the market? Please provide your company’s Privacy Policy. How do you address ever-changing related laws/requirements? How often does your company conduct regular audits or assessments of your privacy program and policies? Claim information includes Personally Identifiable Information (PII). Do individuals with access to the database regularly undergo related training? How often? Does the Proposer utilize its own servers, or does it contract with a third party such as Rackspace or Amazon? At what locations is electronic data stored? Where is the back-up data stored? Describe how security vulnerabilities and malicious code are addressed. Describe the electronic data backup-process (e.g. type, frequency, storage, recovery time). Describe your company’s incident detection process. How quickly will the Pool be notified of an incident affecting Pool data? What is the notification process In the event of a potential or confirmed data breach of Pool data? Who is financially liable for data breach remediation in accordance with applicable laws? Do you have cyber liability insurance that would cover the associated cost? Describe, at a high level, your security architecture (e.g. firewalls, IDS, etc.).
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# 14.
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17. 18. 19.
20. 21.
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23. 24.
Solution Requirements In the event of a termination of our contract, how is data migrated to the Pool? How is Pool data removed/destroyed from your system? Do you maintain any data past termination of the contract and, if so, for how long? As pertains to managing, accessing, or receiving Pool data, or access to systems that process or store Pool data, what subcontract relationships are established? Are there Nondisclosure Agreements in place with each vendor/subcontractor? What level of access to systems and data are your third-party vendors provided? Identify all services that will be provided by third parties. Does your company periodically assess technical security controls through vulnerability assessments or penetration testing? Is the testing performed in-house or by a third party? How are the results of the assessment protected? How are the results addressed? Describe the physical security controls of locations where Pool data is stored. Include physical access control technologies and processes, alarms and alarm responses, onsite security, smash & grab deterrence and environmental controls. Describe how the solution supports encryption of information in transit and at rest. Describe the process you employ to ensure your system is developed according to application security standards as outlined in the Open Web Application Security Project, National Institute of Science and Technology, and the International Standards Organization. Describe your process for communicating and implementing patches, upgrades, and other maintenance services. Describe your company’s maintenance cycles and down time. Describe your Service Level Agreement. What is your system availability/up time guarantee? Proposer must have the ability and demonstrated process to ensure that it maintains currency in its application of all regulations, laws, and forms pertaining to the administration of claims supported by the solution. How will you comply with this requirement? Provide a brief roadmap of enhancements and changes to your proposed solution for the next three years.
Will Pool data be available in a test or sandbox environment?
Administration and Security 25. Describe in detail the solution’s delegation model for central administration, including how 26. 27. 28.
29. 30. 31. 32.
many levels of administrators can be supported. Proposed solution should support multiple and nested levels of administration. Describe the solutions ability to manage and enforce security, access or other policies by groups of users. Proposed Solution should provide multiple and nested levels for policy management and enforcement for groups (user, agency, entity). Describe the solution’s hierarchy structure available. How many levels are possible?
Is it possible to assign different versions of a form to a particular user, or group of users? Can a different label be used on various versions of the form for the same data field? (IE: Utilizing a single data field but calling it “paratransit” for one Member and “demand service” for another) Does your solution provide the ability to change company organizational hierarchy by effective date while keeping the historical values? Explain this functionality. Describe how the solution supports federated single sign-on using claims-based authentication with SAML or similar protocols. Describe the Solution’s ability to enter name changes, search by previous name, and view historical claimant data. Can the ability to email documents be restricted by document type? For example, prohibiting documents classified as “Medical Records” from being emailed.
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# 33. 34. 35. 36.
Solution Requirements Can outgoing email be encrypted? Describe the Solution’s capabilities to manage digital signatures. If via third-party integration, specify which third-party products the solution supports. Describe the Solution’s ability to create custom fields. List the security certifications or independent audits the solution has successfully completed and achieved. These may include, but are not limited to: HIPAA, PCI, SSAE 16, ISO 27001/2, FRPA, NIST 800-63 and 64, FTI, CJIS, or others.
Claim Management 37.
38. 39. 40. 41. 42.
Describe the claimant master data the proposed solution manages. Solution should provide the ability to capture multiple addresses, phone numbers, etc. Does your solution provide the ability to invoice an at-fault party and create payment coupons? Does your solution provide the ability to enter an event/incident that may never become a claim for tracking purposes? Explain this functionality. Solution must handle mandatory reporting requirements associated with MMSEA (Medicare, Medicaid and SCHIP Extension Act), including ICD-10 support. Describe this functionality. Does the solution support OSHA reporting (e.g. 300, 300A, 301)? How are changes in reporting requirements handled? Describe any other functionality your solution has for 1st Party Property Claims and 3rd Party Liability Claims that has not been covered.
User Experience 43. 44. 45. 46. 47. 48.
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51. 52.
Describe your solution’s ability to create dashboards, graphs, etc. What can the user do, and what requires administrative privileges? Can the end user customize the screen they first see when logging into the Solution? Describe the Solution’s search capabilities. Does the Solution support anonymous data entry (e.g. web forms for unauthenticated users)? Is anonymous document uploading supported? Describe this functionality. Does the Solution accommodate customized data entry templates? Describe how these templates are created and managed. Solution should be accessible on current versions of Internet Explorer, Chrome, and Mozilla without requiring the installation of additional plug-ins and extensions by the End User. What are the end user browser and workstation requirements for the Solution? Describe the usability features of your product such as automatic field-to-field cursor movement, tool tips/hover help, customizable help, wizards/links/buttons/tabs for data entry, and field format validation. Describe the solution’s ability to support access to content through at least three mobile OS platforms. More points will be awarded to dominant mobile OS platforms in the marketplace (at the time of this writing this includes Android, IOS, and Windows). Does the solution have the ability to validate street addresses as they are entered? Describe how duplicate addresses are handled. Does the solution provide an offline capability? If yes, describe how this works.
Finance 53. 54. 55.
Does your Solution provide the ability to print/void checks? How does the solution handle check reprints (i.e. printer jams)? Does your solution provide the ability to pay bills for claims in a Closed status? Explain this functionality. How does your solution track and export 1099 data? (e.g. parent companies, multiple entities w/same tax ID number, etc.)
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# 56. 57. 58. 59. 60. 61.
Solution Requirements Describe your solutions ability to track claim costs. Does your solution provide the ability to invoice an at-fault party and create payment coupons? Does the Solution provide the ability to keep detailed payment history as well as future collections? Does solution have a reconciliation feature? Describe this functionality. Does the Solution provide the ability to calculate interest on claims? Does the Solution provide the ability to alert the end user when an at-fault party is in payment arrears? Describe this functionality. Describe how the Solution tracks uncollectable debt.
Document Management 62. 63. 64. 65. 66. 67.
Describe your Solution’s ability to attach documents to events and claims. Can an individual document be attached to multiple events / claims? Does your Solution preserve the native format of documents? Does the Solution store email from Microsoft Outlook formatted as an .msg file, preserving delivery information? Describe how the solution captures metadata. What formats does your Solution support natively (thumbnails, preview, view, etc.)? Is it possible to do full text searches within the body of documents attached to a record? Describe the solution’s ability to apply retention requirements (retaining, managing and disposition) according to business rules.
Workflow / Tasks 68.
69. 70. 71. 72.
Describe how "work" and/or content is routed through the workflow in the solution. What are the different methods of routing — for example, rules-based routing, sequential routing and parallel routing? Can a workflow task be assigned to an individual document? Describe Solution’s ability to create and assign tasks. Can the end user assign tasks to others? Describe the solution’s types of triggers (such as date or event-based triggers, date of document, messages generated from another system, and/or manually declared). Does the Solution support multi-path branching in workflows?
Integration 73. 74. 75. 76. 77. 78. 79.
Describe API or scripting support for interacting with the Solution programmatically. Describe how the Solution is able to interface with QuickBooks (e.g. importing and exporting transactions, vendors, etc.) Describe how your Solution integrates with Microsoft Office suite of products (Word, Excel, and Outlook 2013+). Does your solution provide the ability to bundle all of the claim information, including attachments, into a file to send via email? Does your solution provide the ability to bundle all of the documents attached to a claim, organized into folders with meaningful file names for export to DVD? Does your solution support exporting of report data formatted as an Excel spreadsheet? Describe your solution’s capability to interface with external systems. Does your Solution support Web Services? How does your system handle interface connectivity issues? How would your solution recover from an interface failure (shut down in the middle of transmitting data)?
Implementation, Support and Training 80.
What is your implementation timeframe?
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# 81.
82. 83. 84. 85.
Solution Requirements Pool data currently resides in CSC Riskmaster (on premise). Pool documents current reside in Perceptive Software ImageNow (on premise). Describe your proposed data migration plan. Has the Proposer successfully completed a data conversion project from Riskmaster? Please provide a reference. Will a dedicated contact be assigned to both assist with the installation and provide ongoing technical support? Describe how end users get support with browser compatibility and configuration issues. Provide a project plan and schedule covering all major activates and dependencies necessary for completion of the project. List all Scope of Work components that are not included in your proposal. Please include alternatives if applicable.
The Proposer should consider that the following staff will require training when responding to these training requirements: 86.
Pool Technical Staff Pool Claims Administrators Pool Member End User Third Party Adjusters Describe the training you provide to support your solution. Can the training environment be configured to use Pool data? Describe your recommended strategy for delivering the training. Include: High level training objectives for each of the target staff Any certification that is required for your solution to ensure that staff are in compliance with any requirements Length of training time required for each person in order to fulfill their roles using your solution Prerequisite knowledge, experience, or training that is required for each of the target staff
87.
Is there an online knowledge base or customer support forum?
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Demonstration Instructions (Round 2) In Round 2, Pool will evaluate proposed solutions in part through live Proposer demonstrations and interactive discussions with evaluators. This is an opportunity for Proposers to demonstrate the features of their solutions and for evaluators to learn, verify understanding, assess value, and provide feedback. A guest WiFi network, and a ceiling‐mounted projector supporting VGA and HDMI connections will be available in the demonstration room for Proposer use. Laptops and supported mobile devices should be used when demonstrating the proposed solution. Part of the evaluation will be based on the user experience on the breadth of supported Windows, IOS and Android device. Proposers should demonstrate the proposed solution in the sequence of the business needs outlined below. Each describes a role or responsibility, or a type of user to be served by the proposed solution. For each requirement, preference is given to Proposer responses that provide more convenience, accuracy, timeliness, ease of use and/or breadth of capability to better satisfy one or more of the business needs listed below. To assist Proposers in demonstrating their solution, the instructions below provide additional information under each business need that is important to Pool, and provides a logical sequence to demonstrate how well a proposed solution satisfies the business need. This additional information should not be viewed as a list of individually‐scored requirements, or limit what the Proposer can demonstrate. It is anticipated that some conditions of the script may not be feasible; demonstrate alternative methods where possible. This procurement includes the ability for the evaluators to learn more about the RMIS market while evaluating proposals and demonstrations. If features of solutions are discovered that are valuable in meeting Pool’s business needs that were not asked for in the procurement, Pool reserves the right to incorporate these features into the final award.
Demonstration Location: WSTIP Conference Room 2629 12th Ct SW Olympia, WA 98502
Demonstration Scheduling and Duration Proposer Demonstrations will occur the week of February 15th, 2014. Proposers must complete their demonstration in 3 hours. Proposers are advised to hold most of their questions until the question period. At the demonstration coordinator’s sole discretion, evaluators may spend up to an additional 60 minutes.
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Evaluation For each requirement, preference will be given to Proposer responses that: (1) fulfill the stated capability and (2) provide more convenience, accuracy, timeliness, ease of use and/or breadth of capability to better satisfy one or more of the business needs listed below.
Demonstration Scenarios Mobile User / Road Supervisor The User in the field at the time of the accident needs to photograph the accident scene, and attach them to the Event/Incident. They may also enter initial information about the event. Demonstrate how the user would accomplish these tasks on a mobile device. Condition: The Road Supervisor does not have credentials to log into the system. Is it possible for her to upload photographs from the scene without a login ID? What limitations are there when information is submitted by unauthenticated Users? Condition: There is no Internet access at the current location. Does the User have the ability to enter the data into a local cache, and synchronize once they are connected? If so: Describe limitations in offline mode (restricted search, abbreviated data entry, look‐up fields in forms, etc.) Once back in service, how does the Solution synchronize the mobile device with the main data store? Is this an automated process? Can the Solution Administrator: o “Pull” the information from the mobile device? o Remotely erase the data from the mobile device. Demonstrate the following as both: A: Road supervisor using a tablet B: Road supervisor using a mobile phone Condition: The Road Supervisor has taken photographs of the scene and wants to submit them to the Solution. Submit a photograph from the mobile device into the system Using a Web Browser Using a Mobile Application As if this is the first information submitted about the Event/Incident. What information is required to submit the photographs? As if Event/Incident has already been created in the system. Attach these documents to the existing entry. Condition: The Road Supervisor recalls that there have been accidents at this intersection before. She wants to review the details of the most recent incident. Search for past Events at the current intersection. (Use location as search criteria) WSTIP RMIS RFP 13 | P a g e
Select the most recent Event (filter/choose by date) View: o Notes o Event Details Condition: After the information has been submitted, notify the Claims Administrator that new photographs are available. Solution will be graded on user experience, ease of use and look and feel across different devices. Preference will be given to solutions that perform well on multiple devices, and have an intuitive Mobile Application.
User: Transit Agency Member The user has gathered information and documents pertaining to an event/incident. We do not yet know if a claim will be filed. This user will do the initial data entry to the Solution and attach multiple documents to the event/incident. They will utilize dashboards and pre‐made reports. Condition: The user is doing the initial data entry, the event/incident does not yet exist. Demonstrate creation of a new event/incident. Describe mandatory and lookup fields. Demonstrate geo‐lookup / auto correct for addressee fields. Attach People to events. Claim does not yet exist, these may be witnesses, etc. Person involved does not exist in the system. Show how the User would create a new entity. Person involved is a frequent rider who has been involved in previous instances. Show how the Solution would prevent creation of a duplicate person, or duplicate name(s), but verified as different person Capture the data about the claimant (claimant has moved, address is different); or multiple addresses (i.e. physical address and mailing address) Condition: The user needs to attach multiple files and documents to the event/incident Demonstrate attaching single and multiple documents from the local file system to an event. Can the Solution accept documents directly from the scanner? Does the Solution accept “drag & drop” file submissions? Demonstrate attaching a video to an Event. Condition: Additional documentation needs to be appended to an existing event/incident. Search for the Event using o date of event o name of a person involved o created by a user o Member Transit Agency o Mode (fixed route, paratransit, vanpool) WSTIP RMIS RFP 14 | P a g e
Condition: The user needs to add information to a previously entered event/incident Demonstrate this process. Does this process differ if completed by transit agency member vs. WSTIP employee? Will the addition trigger updates to involved parties (adjusters, claims administrators, claims manager)? Demonstrate this process. A solution that supports direct capture from a scanner is desirable.
WSTIP Claims Administrator
Create a dashboard that shows all open claims assigned to this administrator; include any pending Tasks or Diaries. Using this dashboard, demonstrate how graphs can be added/managed based on pre‐ determined adjuster goals. Demonstrate how supervisors can view/interact/send emails/assign tasks based on information in this dashboard. Demonstrate how Claims Administrator can interact with Transit Agency Member regarding events/claims. Can identical dashboards be interacted with both jointly and individually? Demonstrate creating ‘adjuster notes’. Demonstrate how corrections/deletions are managed in adjuster notes.
Condition: New information has come in about a claim. We need to change information in a task, delete the task, or re‐assign task to another user. Demonstration how to cancel the diary/task Demonstration how to forward task to new user Demonstrate how to create new task. Condition: A Reserve of $100,000 will be set for this claim. Reserves over $25,000 require approval of a supervisor, $100,000 require secondary approval. Demonstrate setting a reserve of $100,000 on an individual Claim. The Solution should alert the Supervisor that a reserve over $25,000 has been set & that it was over $100,000 and had been sent for secondary approval. The Solution should assign a Task to the user who is the secondary approver; Does this need to be a named user? Can the reserves be allocated to individual buckets (BI payments, litigation expense, etc.)? Demonstrate changing the reserve amount after it has been initially set. Condition: There are multiple claimants on this event. Multiple documents are being uploaded. Documents should attach to event or claim as appropriate. Attach a single document to 2 or more Claims Attach a document to the Event (not the Claim) WSTIP RMIS RFP 15 | P a g e
Condition: WSTIP has received an invoice from auto‐repair shop. The expense needs to be assigned to a claim, and the vendor needs to be paid. Expenses are tracked at the claim level, but expenses from all associated claims should roll‐up to the event level. Enter the vendor invoice and assign the expense to a claim. Request payment to vendor. Workflow should: notify finance clerk a request is pending, check that supporting documentation has been attached (i.e.: Vendor Invoice, W‐9, etc.), and assign a task to the user for any missing documents. Demonstrate what happens if the payment request exceeds reserves or user’s settlement authority. Document the payment request in the adjuster notes field. Create a diary for next Monday to ensure check has been sent.
WSTIP Claims Manager
Create a dashboard that shows all open Bodily Injury claims. Show incurred expenses, summarized for each claim, and rolled‐up to the Event level. Add this dashboard to the WSTIP Claims Manager home page. Create a report showing how many Events “Member A” created last month. Show which User ID created each event. Create a report that shows Reserves and Expenses paid as of October 24th of last year (reserves & expenses paid. Print all of the notes associated with all claims for an individual event. Export documents attached to a claim for delivery via DVD to an outside attorney. Documents should be organized into appropriate folder structure with meaningful file names. Demonstrate redaction of sensitive information on exported documents. Condition: Exposure data tracked includes: miles driven, vehicle inventory, property values (buildings), employee Count. Demonstrate how this information can be tracked in the Solution. Create new or edit/delete existing records. Members provide updated vehicle Inventories annually on an excel spreadsheet. Demonstrate importing this data into the Solution. How will it deal with vehicles that have been sold (no longer appear on the vehicle schedule), or transferred (showing up on a different Member’s schedule). Request current exposure data by assigning a Task to the Member Agency User
Finance / Accounts Payable Condition: The finance clerk has been notified there is a payment voucher to process. Before the payment can be processed, supporting documentation must be completed & attached to the claim. Verify supporting documents have been attached/approved (invoice / W9). If a required document is missing, create and assign a task to Claims Administrator; put workflow on hold until document is received. WSTIP RMIS RFP 16 | P a g e
Process & print a check to pay the invoice. Create & print a 1099 form for the vendor at year end or up to 2 months afterward.
Finance / Subrogation Condition: An at-fault party has been making monthly payments on a subrogation claim. A payment from the at-fault party is received, and the at-fault party wants to know how much is left owing.
Create a dashboard showing outstanding subrogation claims; flag claims that are past due. Enter the subrogation payment Print a statement for the at-fault party, showing payment history and current balance. If the claim has been satisfied with this payment, alert the claims manager and adverse party.
WSTIP RMIS RFP 17 | P a g e
Pricing Submittal Format and Worksheet the Proposer shall submit the proposed cost for all necessary software, implementation, data conversion and other professional services, travel expenses, maintenance, and/or monthly services fees, exclusive of taxes, as more fully described below.
Cost of Solution as demonstrated Breakdown of cost by module (if priced separately) Cost of Implementation Cost of Data Conversion Cost of Training Cost Per user / per year
Pricing should include the cost of implementation including but not limited to the following costs:
Pricing for each model that is available for this solution Configuration and programming of the base system Monthly service fees for each module available with an initial contract term of three (3) years (any increases following the initial three (3) year term shall be subject to a cap which shall be negotiated by WSTIP and the successful Proposer) Conversion of data from the WSTIP’s current system (Riskmaster) to the new solution Migration of existing documents from WSTIP’s current system (ImageNow) to the new solution Development and configuration of interfaces to on premise accounting system (Quickbooks) Test Plan and scripts for inclusion in the Project Test Plan Training services, knowledge transfer, and hands-on expertise for the appropriate WSTIP staff and Members throughout the entire implementation process; such knowledge transfer and handson expertise shall include training for application administrators, end users, operational use, and common practices Documentation for the solution configurations, including system diagrams, integration diagrams, and data schemas; documents shall be delivered to the WSTIP in an editable electronic format Post implementation and stabilization support Any additional Professional Services associated with the implementation
WSTIP RMIS RFP 18 | P a g e
SAAS IMPLEMENTATION AND OTHER PROFESSIONAL SERVICES Configuration and programming of the base system Conversion of data from the WSTIP’s current system (Riskmaster) to the new solution Migration of existing documents from WSTIP’s current system (ImageNow) to the new solution Development and configuration of interfaces to other WSTIP systems including on premise accounting system (QuickBooks) Test Plan and scripts for inclusion in the Project Test Plan
Unit (Days, Hours, etc.)
Estimated Quantity
Per Unit Charge
Extended Cost
$
$
$
$
$
$
$
$
Post‐implementation and stabilization support Any additional Professional Services associated with the implementation (provide description of services)
$
$
$
$
Any reimbursable expenses associated with the implementation
$
$
Documentation for the solution configurations, including system diagrams, integration diagrams, and data schemas
Subtotal
Cost for Implementation and Other Professional Services
$
TRAINING
Total Cost
Provide price for training services, knowledge transfer, and hands‐on expertise for the appropriate Pool and Member employees throughout the entire implementation process. Training will be required for Pool Staff and Member Agency Staff and will include as a minimum: 1 day of onsite classroom style training in Western Washington for Member Agency Staff. 1 day of onsite classroom style training in Eastern Washington for Member Agency Staff. 1 day of onsite training for WSTIP Staff. 6 hours of remote training for outside Adjustors.
Subtotal
Cost for Training
$ $
SAAS SERVICES AND SUPPORT FOR SOLUTION Provide price for licensing and support of the Services for each year of the initial three (3) year term (use separate attachment if necessary) Provide pricing for the solution as demonstrated. Include the monthly rate for the services and annualize for each year of the initial three (3) year term. Specify cost metric (e.g. per transaction) used as a base for the Services Cost, estimated quantities (if applicable), and basis for such estimates. If a tiered price structure is in place, provide pricing for the following types of users: Claims Administrators: Full System Access Transit Agency Members: Data entry at the Event/Incident level only; dash boarding; run pre‐canned reports; access to Diaries Claims Adjustors: read/write Adjustor Notes; dash boarding; access to diaries Field Supervisors: data collection via web forms
Provide pricing for optional modules not demonstrated
Subtotal
Cost for Services and Support for initial three (3) year term
Total
Year 1
Year 2
Total for 3 Years
Year 3
$
$
$
$
$
$
$
$
$
$
$
$
$
$
$
$
Implementation, Services, and Support for initial three (3) year term
$
WSTIP RMIS RFP 19 | P a g e
