Kyle Janek, M.D., Executive Commissioner
Texas Health and Human Services Commission Request for Information 530-15-86713 Statewide Intake Automated Call Distribution System Upgrade
Release Date: January 13, 2014
Table of Contents 1. INTRODUCTION……………….............................................................................................3 1.1 Purpose and Background........................................................................................................3 1.2 Objectives...................................................................................................................................4 2. SCOPE.........................................................................................................................................5 2.1 General Scope............................................................................................................................5 2.2 Project Scope Appendices........................................................................................................5 3. GENERAL INFORMATION AND RESPONSE REQUIREMENTS................................13 3.1 General Information...............................................................................................................13 3.2 Response Format.....................................................................................................................13 3.3 Designated Point of Contact...................................................................................................13 3.4 Response Delivery Methods...................................................................................................14 3.5 Texas Public Information Act................................................................................................14
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1. INTRODUCTION 1.1 Purpose and Background The Texas Health and Human Services Commission (HHSC) issues this Request for Information (RFI) to gather information that will aid The Department of Family
and Protective Services (DFPS) in the upgrade or replacement of the existing Statewide Intake (SWI) Automated Call Distribution (ACD) System. DFPS is considering replacing the existing system with a current solution capable of providing all features and functions of the existing system and incorporating additional capabilities that will improve upon the existing system while adding flexibility for future expansion. DFPS would like to define and obtain potential pricing solutions for the replacement of the existing environment. DFPS has developed a list of features and functions that fall into the categories of required and desired features and functions that would benefit DFPS in a potential replacement system. Appendix E, (Excel Worksheet Attachment), is a defined list of requirements expressing our current systems capabilities, along with features and functions desired in a replacement solution. HHSC requests an assessment and comments on the adequacy of the defined requirements and requests suggestions regarding potential alternative solutions that may aid DFPS in refining solution requirements. The attached requirements worksheet is provided for review and comment regarding the validity of the requirements and to demonstrate how a vendor’s products meet the requirements. Responses should include prices for solution packages and potential offerings. Pricing provided will be used during the internal planning phase of this project. Vendors may add additional items (features/functions or services) to the requirements worksheet along with any other information that would enhance the project. HHSC is interested in receiving ideas, comments and specific details regarding the upgrade or replacement of the existing SWI ACD System. HHSC may use this information to develop one or more procurements for the delivery of services that will aid in on-going planning efforts that may lead to a new call center solution. This RFI does not constitute a solicitation of proposals, a commitment to conduct a procurement, or an offer to contract or a prospective contract. HHSC will not award a contract as a result of this RFI. HHSC will not be liable for any costs incurred by respondents in the preparation and submission of information in responses to this RFI.
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1.2 Objectives The objectives of this project are: Provide an all-encompassing, integrated call center solution optimized for DFPS business processes; Implement a redundant, fault tolerant, highly available all-encompassing communications management solution, providing high availability for dial tone and management applications such as dialer, softphone, work force management and voice recording; Implement an all-in-one state-of-the-art voice messaging / unified communications platform; Implement a solution that will migrate and retain historical data and analyze real time data while developing reports that aid in management of the call center by providing information that ensures DFPS meets state mandated requirements; Implement a solution that will allow for a multisite solution and provide the ability to manage remote offices and or teleworker locations; and, Implement a solution that will provide business continuity to local and remote locations.
The objectives of this RFI are: Allow suppliers and vendors time to assess and comment on the adequacy and clarity of the defined requirements; Allow vendors time to offer suggestions regarding potential alternative solutions that would meet the defined or suggested requirements, reduce overall costs should DFPS procure a new solution, and maximize potential features and functions in a potential replacement system; Allow vendors an opportunity to recommend implementation timelines for planning and deployment efforts; Gather information that can be used to assist DFPS in determining whether to proceed with the requirements/strategy as planned, and if so gather information from our vendors that will further develop our strategy; Allow vendors an opportunity to provide costs for various aspects of the defined requirements; Allow vendors an opportunity to provide information that will assist in cost estimates, timelines, requirements definition, and other aspects of this project;
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Allow vendors an opportunity to assist DFPS in becoming a more "informed buyer" by enhancing our understanding of the industry goods and service offerings in our area of interest.
2. SCOPE 2.1 General Scope HHSC is interested in receiving information from qualified vendors and other interested parties regarding the upgrade or replacement of the existing SWI ACD System.
2.2 Project Scope Appendices The below appendices provide additional information that will help in responding to the RFI. The appendices include: A. B. C. D. E.
Estimated Project Timeframe Agency and Contact Center Background Information Specifications of Existing Call Center Technology Current System - Automated Call Distribution Infrastructure Diagram Features and functions requirements worksheet
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2.2.1 Project Timeline- Appendix A
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2.2.2 Agency and Contact Center Background Information- Appendix B The Texas Health and Human Services Commission (HHSC) was created in 1991 to oversee and coordinate the planning and delivery of health and human services programs in Texas. It is established pursuant to Chapter 531, Texas Government Code, and is responsible for oversight of Texas Health and Human Services agencies (HHS agencies). The chief executive officer of the Commission is Dr. Kyle Janek, Executive Commissioner of Health and Human Services. As a result of the consolidation due to House Bill 2292 (HB 2292), some of the contracting and procurement activities for the HHS Agencies have been assigned to the Procurement and Contracting Services (PCS) division of HHSC. As such, PCS will administer the initial stages of the procurement process, prior to the contract award, including RFP announcement and publication, handling of communications from the respondent, as well as managing the receipt and handling of valid responses for final review and evaluation. PCS directs the execution of the contract after the awarded vendor has been selected. The 78th Texas Legislature, Regular Session, created the Texas Department of Family and Protective Services (DFPS) with the passage of House Bill 2292. Previously called the Texas Department of Protective and Regulatory Services, DFPS is charged with protecting children, adults who are elderly or have disabilities living at home or in state facilities, and licensing group day-care homes, day-care centers, and registered family homes. The agency is also charged with managing community-based programs that prevent delinquency, abuse, neglect and exploitation of Texas children, elderly and disabled adults. Every day, approximately 11,400 DFPS employees in more than 290 offices across the state protect the physical safety and emotional well-being of the most vulnerable citizens of Texas. The Department of Family and Protective Services' (DFPS) mission is to protect children, the elderly, and people with disabilities from abuse, neglect and exploitation by involving clients, families and communities. DFPS is comprised of the following four program areas: Adult Protective Services (APS) Investigates reports of abuse, neglect and exploitation of elderly people and people with disabilities who reside in the community and if appropriate, provide or arrange for protective services, including referral to other programs, respite care, transportation, counseling and emergency assistance with food, shelter, and medical care; and Investigates reports of abuse, neglect and exploitation of disabled persons (children and adults) receiving services from MHMR facilities, local authorities, community centers, home and community-based services waiver (HCS-W) programs and their contractors. Child Protective Services (CPS) • Investigates reports of abuse and neglect of children • Provides services to children and families in their own homes • Contracts with other agencies to provide clients with specialized services; • Places children in foster care • Provides services to help youth in foster care make the transition to adulthood • Places children in adoptive homes Child-Care Licensing (CCL) Child- care licensing safeguards the basic health, safety, and well-being of Texas children by developing and enforcing minimum standards for child-caring facilities and child-placing agencies. CCL investigates complaints and serious incidents involving day care and residential-care facilities and, if necessary takes corrective or adverse action. CCL is also licenses group day care homes, day care centers, and registered family homes, child-placing agencies, and private and publicly owned residential child-care facilities. Page 7 of 13
Prevention and Early Intervention (PEI) PEI manages community-based programs that prevent delinquency, abuse, neglect and exploitation of Texas children, elderly and disabled adults. Helps communities enhance services provided through the Texas Department of Family and Protective Services and assists communities in identifying prevention and early intervention. .PEI also supports the development of, and modifications to, new and existing programs designed to prevent or reduce poor outcomes for children, youth and their families.
2.2.3 Contact Center Information The purpose of the DFPS Statewide Intake (SWI) contact center is to assist reporters from the public in reporting abuse, neglect, and exploitation of: Child abuse and neglect Abuse, neglect, self-neglect, and exploitation of the elderly or adults with disabilities living at home Abuse of children in child-care facilities or treatment centers Abuse of adults and children who live in state facilities or are being helped by programs for people with mental illness or intellectual disabilities The SWI Contact Center is open 24 hours a day, seven days a week, year-round. In addition to phone calls, SWI receives Internet reports, faxes, and letters. All incoming information regardless is assessed and entered into a number of DFPS system by an intake worker. Traditionally, SWI has operated on premise at a DFPS location. A Teleworker model was recently deployed which allows a number of the intake workers to work from remote locations. In April 2016 the DFPS Automated Call Distribution system used by DFPS Statewide Intake contact center, will reach end of usable life. The purpose of this FRI is to collect information from potential vendors for the features, functions, pricing and possible options DFPS may consider in the development of an RFP for the replacement of the Automated Call Distribution system.
2.2.4 Contact Volume for Existing Environment The following information provides an example of the total number of contacts received by method for fiscal year 2012: Contact Type Internet Mail/Fax Other Phone Walk-in Total
Number of Contacts 120,802 33,099 1,200 618,422 54 773,577
% 15.6% 4.3% 0.2% 79.9% 0.0% 100.0%
2.2.5 Hotlines Current Environment The following DFPS hotlines are currently active at the DFPS SWI Call Center: The Abuse Hotline Law Enforcement Hotline Community Center Line Page 8 of 13
Support Staff Line Criminal Background Check Unit (CBCU) Office of Consumer Affairs Line (OCA) Multiple Runaway and Youth Hotlines Foster Care Inquiry Line Records Management Line
The complete list of hotlines supported is subject to change over time based upon needs and at the request of the Texas State Legislature. 2.2.5.1 Statewide Intake Personnel using in the ACD system The following Statewide Intake personnel/positions are active users of the existing ACD System: Director o Monitoring and reviewing call volume and reports Division Administrator of Operations o Workforce Management Support Manage staffing, monitor call queues Floor Managers o Support workforce application. o Create and manage schedules o Perform forecasting o Produce and review statistical reports Support Staff o Produce Law Enforcement Notifications (LEN) o Information and Referral (I&R) o Provides general public interaction o Receive faxed and postal reports Employee Development Division Administrator o Conduct orientation and provide comprehensive training Trainers o Make simulate calls for training purposes Quality Assurance Division Administrator Policy Specialists o Listen to and evaluate live and recorded agent calls o Review and score calls SWI Program Administrators Supervisors o 34 active o Listen to and evaluate live and recorded agent and supervisor calls o Review and approve leave requests o Monitor real-time call volume Intake Specialists (Agents) o 305 active, 150 peak on duty Page 9 of 13
2.2.5.2 Other Users Other Non-Statewide Intake users of the existing ACD System include: Office of Consumer Affairs Line (OCA) staff o Ten Customers Criminal Background Check Unit (CBCU) o Calls forwarded to non-ACD CBCU team phones Office of Consumer Affairs o Nine Customers Records Management Group o Two Customers
2.2.6 Specifications of Existing Call Center Technology- Appendix C Automated Call Distribution (ACD) The ACD system distributes incoming calls to a specific group of available agent call queues based on the dialed number and caller's selection in the IVR. The current system is a Nortel CS 1000M PBX Rel 7.5 Interactive Voice Response (IVR) System The existing IVR system allows a computer to interact with callers with audio messages, speech recognition, and DTMF tones input via their phone keypad. The IVR system responds with prerecorded or dynamically generated audio messages that direct callers on how to proceed. The IVR system prompts and routes callers to the correct agent group based on language selection, desired hotline, and call urgency. The current system is a CallPilot release 5.0 Reader Boards DFPS has multiple reader boards installed throughout the SWI Call Center which provide status of call queues. The current system is Visual Electronics (VEL) Readerboard Server. Phone Clients Phone clients are the main interface for voice communication. Current systems include: Desktop Avaya/Nortel M3905 (TDM) Softphone Avaya/Nortel 1150e IP phone, Avaya/Nortel i2050 Software IP phone i2004 IP phone Workforce Management The existing workforce management system gathers historic and real-time data from the ACD system and generates accurate forecasts of the number of staff required to meet existing service level goals. Based upon forecasts managers are able to schedule adequate staff to meet the center’s service level during all periods of the day. This system also aids the contact center in its desire to improve agent productivity and manage operations within defined thresholds. The current workforce management system is an IEX/NICE Workforce Management system release 4.5.8. Contact Evaluation System QA staff review past calls by using the contact evaluation system. The current contact evaluation system is a TelStrat Engage Voice, version. 3.5.0z1. Questionnaires Questionnaires are used by QA staff to score a case and for review of past calls. Current system is a TelStrat Engage Coach version 1.13.2.3. Page 10 of 13
2.2.7 Automated Call Distribution Infrastructure Diagram- Appendix D
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2.2.8 Automated Call Distribution Requirement Worksheet- Appendix E The requirements worksheet and matrix is provided as an attached Excel file.
3. GENERAL INFORMATION AND RESPONSE REQUIREMENTS 3.1 General Information This RFI is issued for the purpose of obtaining information for consideration that will aid DFPS in the upgrade or replacement of the existing Statewide Intake Automated Call Distribution System. This RFI does not constitute a solicitation of proposals, a commitment to conduct a procurement, or an offer of a contract or prospective contract. HHSC will not be liable for any costs incurred by respondents in the preparation and submission of information in response to this RFI. All information received by HHSC becomes HHSC’s property and will not be returned to the sender. There will be no acknowledgment by HHSC for receipt of the information. Acceptance of responses to this RFI places no obligations of any kind upon HHSC. The descriptions presented in this RFI are tentative and may undergo change prior to actual release of any potential solicitation related to the delivery of ACD services. All interested parties (including individuals, organizations, corporations, and partnerships) may respond to this Request for Information (RFI). All respondents for this RFI must identify themselves and provide a brief explanation of their potential interest in providing the described services. Responses should be tailored to satisfy the DFPS needs as described in this document. Responses can be submitted by e-mail or mailed to the address referenced in Section 3.3. Faxed responses or verbal inquiries will not be accepted. It is not the intent of HHSC to respond to comments or questions, but if additional information is issued relating to the RFI, it will be made available on the Electronic Business Daily (ESBD) web site located at http://esbd.cpa.state.tx.us/.
3.2 Response Format Responses can be submitted by e-mail or mailed to the address referenced in Section 3.3. Faxed responses or verbal inquiries will not be accepted. Respondent may include literature, specification sheets, handouts, brochures, videos, or other information prepared either for general distribution or specifically for this RFI that relate to the scope and objectives outlined in this RFI.
3.3 Designated Point of Contact HHSC’s single point of contact for this RFI and the delivery point for all responses and correspondence is: Mr. Steve R. Bailey Procurement and Contracting Services Texas Health and Human Services Commission 4405 N Lamar Austin, TX 78756 Phone: (512) 206-4653 E-Mail:
[email protected] Page 12 of 13
3.4 Response Delivery Methods All responses, regardless of method of delivery, must be received by the HHSC’s designated point of contact no later than February 12, 2014, in order to receive consideration.
3.5 Texas Public Information Act A response submitted in response to this RFI is subject to public disclosure under the Texas Public Information Act, Texas Government Code, Chapter 552 (the Act), unless the response, or any part of the response, can be shown to fall within one or more of the Act’s exceptions to required public disclosure. If a Respondent believes that parts of the response are excepted from the required public disclosure the Respondent must specify those parts and the exception(s) that it believes apply, with specific detailed reasons. HHSC will process any public information request for all or part of a response in accordance with the Act’s procedures. Respondents should consult the Texas Attorney General’s web site at www.oag.state.tx.us for information concerning the application of the Act’s provisions to responses and potentially proprietary information.
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