The vendor is required to provide a cloud-based workload management solution and support that will be regularly used by front-line staff as well as management to share work statewide, assist in ensuring agency is timely with federal programs’ guidelines, and provide real-time monitoring of all workflows for division program and field operations.
- The workload management solution must allow agency to effectively manage the volume of work being received by approximately 1700 division staff at all entry points and increase agency capacity.
- The workload management solution assists in determining eligibility and enrollment staffing levels per office, program, and purpose of customer interaction.
- workload management solution must be designed to meet the needs of meet the needs of agency current (BPR) procedures and be interfaced with the agency’s (AMPS).
- Workload Management Solutions
• support agency specific service delivery model and ensure it supports agency business, eligibility, and enrollment processes
• The workload management solution shall be configurable to agency needs and not be impacted nor reliant by other users’ configurations
• solution changes/enhancements, the vendor will complete a Change Order request within a reasonable amount of time and include regular communication with agency regarding the status    
• the existing business model and requires significant programming effort, agency and the contracted vendor will discuss a scope and hourly rate to complete the change
- The workload management solution must:
• Recognize duplicate entries for one customer/household and consolidate them to avoid duplication of efforts and multiple staff serving the same customer in error.
• Provide functionality to track pending due dates and policy deadlines, create follow-up tasks within the appropriate queue when the timeframe has passed.
• Support existing programs, hierarchies, and office’s structure while also allowing flexibility for Outreach adjustments as needed.
• Provide an intuitive user experience without unnecessary complexities.
• Contracted vendor shall comply to the terms outlined in the Cloud Service & Web Service Requirements and Data Use Agreement for the agency
- Processing, Monitoring, Reporting, and Workload Prediction:
• Monitor, measure and manage wait time, workflow, and other thresholds in real time, locally and statewide.
• Monitor, measure and manage wait time, workflow, and other thresholds historically, locally and statewide.
• Historical data increments must be flexible to allow short and long-term data, data and reports must be on-demand.
• Identify and predict operational thresholds and advise local managers on strategies to correct trends.
• Compare and enhance performance.
• Reallocate staffing resources, locally and statewide.
• Access real-time data at the worker, unit, office, program/domain, and statewide level for all types of work and access points, including:
1. Lobby workload by pathways/queues,
2. Non-lobby/virtual workload by pathways/queues,
3. Phones (outgoing calls) workload by pathways/queues,
4. Call Center (incoming calls) workload by pathways/queues,
5. Average wait times,
6. Completion/pend rates, and
7. Resource availability by skill set
• Allow multiple sites to share a single set of non-lobby workload pathways/queues for certain access points while maintaining separate lobby access points for each site, including Outreach locations.
• Maintain historical records of all queues and necessary data for the entirety of the contract.
• Provide an interface for the intake of agency data, as identified by the appropriate agency personnel, and for the purpose of supporting those efforts.
• Data may contain Protected Health Information (PHI) or Personally Identifiable Information (PII).
• The preferred method of interface will be an Application Programming Interface (API).
• Utilize agency -provided, identity and authentication management solutions to implement single sign-on functionality using SAML federation
- Testing and Training
• provide a Testing region and Training region which match Production
• All PII, or other sensitive data, shall be masked in environments not used for Production
- Solution Availability:
• perform the following to ensure the workload management solution is available 24/7/365 to agency except during agreed upon maintenance down time
• Maintain an agency -specific production instance of the workload management solution for agency statewide use
• The instance of the workload management solution shall be configured to align with the following agency service delivery model requirements
1. State office structure,
2. User configurations/Role(s) and Responsibilities,
3. Customer unique identifier (UPI), and
4. Customer first and last names
• provide various levels of integration within agency system
- Data Protection
• The workload management solution shall employ a least privileged approach to securing agency data and sensitive information against unapproved use or disclosure.
• Security and privacy safeguards shall be deployed in accordance with risk factors and are subject to agency review and acceptance.
• include data masking, which can be configured on sensitive data fields within the customer data records and casework function as determined by state, federal or agency content and policy requirements
• All data transmitted between the server and the workload management solution customer application shall be encrypted.
• Unless restricted by agency browser capabilities, encryption shall be FIPs 140 compliant
- Data Ownership
• The vendor acknowledges and agrees that all agency data including any data on the use of the products and security logs belongs to agency and that the vendor acquires no rights or licenses, including without limitation, intellectual property rights or licenses, to use agency data for its own purposes.
• The vendor shall ensure that data is always not available any other entity but agency .
- Data Portability
• Data retrieval and transfer procedures must protect agency data from alteration.
• Any data delivered to agency shall be in a standard, agreed-upon format and shall be transmitted to agency through secure means.
• All data should be encrypted in transit and at rest.
- Data Security Breach
• provide such other information, including a written report, as reasonably requested by agency
• The vendor agrees to comply with all applicable laws that require the notification of individuals in the event of unauthorized release of PII.
• the event of a breach of any of the vendor’s security obligations or other event requiring notification under applicable law, the vendor agrees to assume responsibility for informing all such individuals in accordance with applicable laws
- agency Responsibilities
• provide the vendor with access to any systems necessary to perform tasks as outlined in the contract
• Provide guidance to the vendor regarding system and/or policy changes that may impact the business process redesign
• Provide the vendor with policy and procedures via emailed documentation and conference calls as needed
- Contract Period/Term: 4 years
- Questions/Inquires Deadline: February 26, 2025