Case Management and Service Coordination Platform

The vendor is required to provide case management and service coordination platform for delivering, implementing, and maintaining a secure, automated client engagement and case management solution for the agency.
1. Comprehensive solution delivery
•    Provide a secure, configurable, and user-friendly web-based platform capable of supporting agency statewide service delivery, compliance requirements, operational processes, and reporting obligations.
•    Deliver functionality to automate client communication, scheduling, documentation, survey feedback, and virtual meetings, while integrating seamlessly with agency existing case management workflows.
•    Ensure the solution is scalable and adaptable to meet evolving program, compliance, and audit requirements.
2. Professional implementation and support
•    Deliver all implementation, configuration, training, and support services through qualified professionals with demonstrated experience in public-sector, human services, or vocational rehabilitation environments.
•    Provide comprehensive training for agency staff and administrators, as well as accessible user guides and knowledge resources.
•    Maintain ongoing help desk support, incident tracking, tiered issue resolution, and proactive customer service throughout the contract period.
3. System hosting and security
•    Host the platform in a secure, act-compliant environment with proactive monitoring, maintenance, and uptime performance standards that meet or exceed industry benchmarks.
•    Implement robust security measures, including encryption, authentication, role-based access, audit logging, and disaster recovery protocols, in compliance with state and federal data privacy laws and department requirements.
4. Integration and interoperability
•    Provide secure, bidirectional data exchange with agency existing case management system, designated communication and engagement tools, and other state systems.
•    Ensure interoperability through documented APIs or equivalent methods for real-time (or near real-time) synchronization, with ongoing support to maintain integration compliance.
5. Accessibility and compliance
•    Ensure full compliance with section 508 accessibility standards, act requirements, WIOA performance reporting indicators, and all applicable state and federal regulations.
•    Deliver system updates, patches, and feature enhancements to maintain compliance, usability, accessibility, and system performance.
6. Performance and reporting
•    Provide agency with access to system usage data, performance metrics, audit logs, survey results, and reporting functions that support operational monitoring, program evaluation, and federal and state reporting obligations.
•    Enable reporting that supports WIOA performance indicators and compliance, as well as agency internal audit and monitoring processes.
•    Documentation to agency in a timely and compliant manner.
7. Licensing and user access
•    Support up to 100 concurrent users with configurable permission structures and role-based licensing to ensure proper management of agency staff and partners.
•    Ensure license compliance features are embedded to support long-term system sustainability and accountability.
- Technical specifications
1. System architecture and hosting
•    Web-based, cloud-hosted platform accessible statewide through a secure browser connection without reliance on local installation.
•    Hosting environment must comply with department, including redundancy, load balancing, and proactive monitoring. 
•    System uptime of 99.5% (excluding scheduled maintenance), with defined service level agreements (SLAs). 
•    Disaster recovery plan ensuring full system recovery capability within 24 hours of a major disruption. 
•    Geographic redundancy with secure daily backups retained in accordance with dvr defined policies.
2. User access and licensing
•    Support for a minimum of 100 concurrent users, with the ability to scale upward as program needs expand.
•    Role-based access controls with configurable permissions, multi-factor authentication, and single sign-on (SSO) capability. 
•    Comprehensive audit trails capturing logins, data access, system changes, and user actions.
•    Licensing model that accommodates agency growth and allows expansion without disruption
3. Data security and compliance 
•    Act-compliant security framework with end-to-end encryption for all data (in transit and at rest). 
•    Compliance with all applicable federal and state data privacy laws and regulations, including act, accessibility standards, WIOA performance indicator reporting, and department cybersecurity requirements. 
•    Proactive monitoring for unauthorized access, unusual activity, and system vulnerabilities
4. Integration capabilities
•    Secure, bidirectional interoperability with agency existing case management system, designated communication and engagement platforms, and other state systems. 
•    Restful API (or mutually agreed secure alternative) for data exchange covering scheduling, case notes, survey results, service updates, and progress reports. 
•    Real-time or near real-time synchronization of data, with updates processed within one (1) business day. 
•    Complete integration testing, certification, and ongoing compatibility maintenance throughout the contract
5. System functionality 
•    Case management: individualized service planning tools, including documentation of individualized plans for employment (IPES), case tracking, and service authorizations. 
•    Communication and scheduling: automated notifications, reminders, secure two-way messaging, and integrated scheduling tools to support participant engagement. 
•    Survey and feedback tools: built-in survey functionality to collect participant and stakeholder feedback, supporting continuous improvement and WIOA performance reporting. 
•    Virtual meetings: secure, integrated virtual meeting platform to enable statewide, accessible service delivery. 
•    Financial tracking: tools for contract management, service billing, fiscal accountability, and expenditure reporting. 
•    Document management: version-controlled storage, secure document sharing, and electronic signatures. 
•    Reporting and analytics: standardized, ad hoc, and configurable reporting capabilities to meet, WIOA, and federal and state requirements, including dashboards for program monitoring.

- Contract Period/Term: 1 year
- Questions/Inquires Deadline: October 3, 2025