Interactive Voice Response (IVR) Telecom Solution

21 September 2021 Interactive Voice Response (IVR) Telecom Solution Multnomah County Health Department is seeking a pharmacy patient communication solution that integrates with their existing pharmacy software, PioneerRx. 21 September 2021 Open 9/17/2021 9:00 AM PDT Type Request for Intermediate Proposals (RIP) Close 10/8/2021 4:00 PM PDT Number RIP-31-2022 Currency US Dollar Sealed Until 10/8/2021 4:00 PM PDT Payment Terms 0% 0, Net 30 21 September 2021 Contacts Ken Scholes ken.scholes@multco.us Phone +1 503-988-6138 ext. 86138 21 September 2021 Commodity Codes Commodity Code Description 43230000 Software 81112200 Software Maintenance/Support 99070411 Subscription Software: Installed 99070412 Subscription Software: Web-Hosted & Cloud 21 September 202121 September 202121 September 202121 September 202121 September 202121 September 202121 September 202121 September 202121 September 2021 mailto:

href="mailto:ken.scholes@multco.us">ken.scholes@multco.us Amended 9/21/21 to make all prereq's required. PROCESS OUTLINE: THIS SOURCING EVENT IS RESTRICTED TO SUPPLIERS PROVIDING FULLY INTEGRATED INBOUND AND OUTBOUND INTERACTIVE VOICE RESPONSE (IVR) TELECOM SOLUTIONS FOR PIONEERRX, OUR INTSTALLED PHARMACY WORKFLOW SOLUTION. THERE ARE LESS THAN 10 FULLY INTEGRATED IVR SOLUTIONS AVAILABLE FOR THIS SYSTEM. This is a Request for Intermediate Proposals (RIP) used when County expenditure will be less than $150,000 for the initial term of the resulting contract. This sourcing event may also include a Supplier & Solution Research Stage (Unscored) as a request for information to assist in the development of requirements and the identification of solutions and suppliers potentially available. If used, all suppliers who respond to the research stage will be invited to any follow-on sourcing event or stages. Please read all provided information and ask any questions in the Q & A Board in the Tools section of the Sourcing Event prior to the last day for questions. PRE-PROPOSAL CONFERENCE: There will not be a pre-proposal conference for this sourcing event. INTRODUCTION AND BACKGROUND: Multnomah County Health Department is seeking a pharmacy patient communication solution that integrates with their existing pharmacy software, PioneerRx. Our health center, an FQHC, serves approximately 60,000 patients per year - 60% of whom identify as persons of color and 45% of whom are best served in a language other than English. We have seven pharmacies co-located with primary care and dental clinics primarily serving the underinsured and uninsured. CURRENT SERVICES/SOLUTION: Not applicable to this sourcing event. MULTNOMAH COUNTY TECHNICAL ENVIRONMENT Not applicable to this sourcing event. FUNDING Adequate funding has been budgeted for the purchase of these services. SOLUTION REQUIREMENTS/SCOPE OF WORK We have identified the following requirements:  Existing integration with PioneerRx pharmacy software  Automated outbound communication to patients when prescriptions are ready for pick-up  Automated inbound workflow for refill requests  Automate other communication and campaigns as needed such as vaccination availability  Ability to support communication in multiple languages. Other than English, the top spoken languages in our area are Spanish, Russian, Chinese-Cantonese, Somali, Arabic, and Vietnamese  Ability to meet data and communication retention requirements Description  Ability to audit all data and communication transactions by user, date timestamp  Ability to integrate with existing telecom systems or not require telecom integration  Software must be HIPAA compliant and supplier must sign a Business Associate Agreement (BAA) PRE-AWARD RISK ASSESSMENT Successful proposers whose contract award includes federal funding (as identified by a Catalog of Federal Domestic Assistance number) will be subject to a Pre-Award Risk Assessment (which includes an evaluation of financial stability, quality of financial /management systems, experience with federal funds, reports and findings from audits) completed by Multnomah County (if one has not been submitted in the last year) prior to the issuance of a contract. Contractors who fail to submit the required documents will not be eligible for a contract from the County. MINIMUM PROPOSAL SUBMITTAL REQUIREMENTS In addition to timely submittal, the following minimum requirements have been identified and listed as prerequisites for participation in the sourcing event: 1) Supplier is offering an IVR solution for inbound and outbound that is fully integrated with PioneerRX. 2) Supplier has the ability and willingness to enter into a Business Associate Agreement in accordance with Health Insurance Portability and Accountability Act. If at any time in the sourcing event process Multnomah County determines that the supplier cannot meet the minimum requirements, the offer will be deemed non-responsive and the supplier’s offer will be removed from further consideration. If you are unclear as to whether or not your response meets the minimum requirement, please use the Q&A Board in the Tools section to seek clarification before the last day for questions. FISCAL REQUIREMENTS AND REPORTING Not applicable to this sourcing event. PERFORMANCE MEASURES/PERFORMANCE CONTRACTING Not applicable to this sourcing event. CONTRACT NEGOTIATION The County will initiate contract negotiations with the responsive and responsible Supplier with the highest scoring proposal. Multnomah County may, at its option, elect to negotiate general contract terms and conditions, services, pricing, implementation schedules, and such other terms as the County determines are in the County’s best interest. If negotiations fail to result in a contract, the County reserves the right to terminate the negotiations and initiate contract negotiations with the next highest scoring responsive and responsible Supplier. This process may continue until a contract agreement is reached. Multnomah County reserves the right to score the acceptance of its standard contract terms and conditions as a part of this sourcing event. CONTRACT AWARD County anticipates awarding one or more contracts through this sourcing event. The award(s), as determined by the County, will be made to the responsible Supplier(s) whose offer(s) the County determines is/are most advantageous to the County based on the evaluation process and evaluation criteria described in this sourcing event. Multnomah County strongly encourages the participation of Minority-Owned, Women-Owned, and Emerging Small Businesses and Organizations in providing these services. CONTRACT TERM The contract term will be negotiated at time of contract award and will be dependent upon the product and/or services provided. The negotiated contract term will be in compliance with all public procurement laws and Multnomah County PCRB public contracting rules. COMPENSATION AND METHOD OF PAYMENT Compensation method for implementation services and hardware: deliverables-based payments upon acceptance with a not to exceed cap. Compensation method for ongoing services, software maintenance and support or subscriptions, etc. will be subject to negotiation once the County has selected a Supplier. INSURANCE REQUIREMENTS The Supplier awarded a Contract as a result of this sourcing event will be required to provide at a minimum the insurance outlined in the table below. The type of insurance required will depend on the type of services and or products provided under the contract which will be negotiated during the contract process. Type of Insurance Per Occurrence Aggregate Professional Liability $1,000,000 $2,000,000 Commercial General Liability $1,000,000 $2,000,000 Cyber Liability (only if Software as a Service) $5,000,000 $10,000,000 Workers Compensation Required MULTI-STAGE SOURCING EVENT SUMMARY Multnomah County will follow a multi-stage sourcing event that incorporates the following potential steps in the Multco Marketplace Supplier Portal: ● Panel Questionnaire Solution and Supplier Research (Unscored) ● Autoscored Supplier Qualification based on Solution Requirements ● Panel Questionnaire Scripted Remote Demo ● Panel Questionnaire Site Visit(s) ● Panel Questionnaire Proposal Solution Requirements ● Panel Questionnaire Proposal Doing Business with Multnomah County ● Panel Questionnaire Oral Evaluation/Presentation ● Pricing Evaluation ● Panel Questionnaire Best and Final Offer (BAFO) The purpose of a multistage process is to identify and adjust the competitive range between proposed solutions based on the evaluation of each stage with the goal of identifying the most advantageous solution at the conclusion of the process. The first stage for this Sourcing Event will be an Autoscored Supplier Qualification based on Solution Requirements. The follow-on stages will be determined based on the results of the first stage and noted below in the Stage Description. Multnomah County reserves its right, at its sole discretion, to modify, combine, adjust, re-order, repeat, re-schedule or cancel individual steps by written notification to all affected parties. Multnomah County may, at its sole discretion, make an award at such time as the most advantageous solution for the County has been identified through this competitive process. EVALUATION PROCESS AND CRITERIA Proposed solutions are evaluated using a combination of auto-scoring and scoring by an evaluation panel depending on the stage. Scores of each stage are added together for a total score for all stages excluding BAFO. If the County uses an optional BAFO process, prior scores are considered but a new score is determined based on evaluation of Best and Final Offers. Multnomah County is seeking a solution and/or services that meets or exceeds its identified requirements in this Description based on the judgment of the evaluators and the score of the supplier’s offer determined by this process, at a cost deemed by evaluators to be reasonable, responsible and optimal for purchase with public dollars. DETERMINATION OF COMPETITIVE RANGE Multnomah County will determine Competitive Range based on a natural break in scores for those proposers that are determined to be closely competitive and have a reasonable chance to be the Most Advantageous Proposer. At the conclusion of each stage, all proposers will receive notification of which Proposers have been determined to comprise Competitive Range. Proposers determined to be within the Competitive Range will continue to the next stage unless the County chooses to make an award. Required to View Event Prerequisites Required to Enter Bid 21 September 2021 1. Proposer/Bidder agrees to receive all correspondence electronically and are responsible for keeping their supplier portal updated with current contact information. 2. CONFIDENTIALITY - Please read the statutory requirements in the prerequisite link. 3. Please review the statements in this certification regarding Assurances, Certification Regarding Debarment, Suspension and Other Responsibility Matters and Certification Regarding Conflict of Interest. 4. Your software solution must be fully integrated with PioneerRX, for inbound and outbound IVR to participate in this sourcing event. 5. Awarded solution must be HIPAA compliant and supplier must be and willing and able to enter into a Business Associate Agreement (BAA) in compliance with Health Insurance Portability and Accountability Act (HIPAA) requirements. 21 September 202121 September 202121 September 202121 September 202121 September 202121 September 202121 September 2021 Buyer Attachments 1. Procedural Instructions (Proposals) 2. How to Complete and Submit a Response to a Sourcing Event - MMP Supplier Guide 3. Exhibit 3 SAMPLE BAA.pdf 4. Attachment H-1 21 September 202121 September 202121 September 202121 September 202121 September 202121 September 2021 https://s3.amazonaws.com/solutions-selectsite-documents/Sourcingevent/1027004-817777238Procedural%20Instructions_Proposals%2006.26.19%20%281%29.pdf?AWSAccessKeyId=AKIAJ5HNJE5DFBZ5ONSA&Expires=1695331503&Signature=UIlaWC1H74iG3vht8k%2BvuHNK%2B%2Bo%3D https://multco.us/file/73233/download https://s3.amazonaws.com/solutions-selectsite-documents/Sourcingevent/1027004-1121948728Exhibit%203%20SAMPLE%20BAA.pdf?AWSAccessKeyId=AKIAJ5HNJE5DFBZ5ONSA&Expires=1695331503&Signature=yJi6DkQ7YYI1Z0QA6eXtNnZmCtk%3D https://s3.amazonaws.com/solutions-selectsite-documents/Sourcingevent/1027004-733772956Attachment%20H-1%20HIPAA%20Business%20Associates%20Agreement.pdf?AWSAccessKeyId=AKIAJ5HNJE5DFBZ5ONSA&Expires=1695331503&Signature=4fWhspjkSEYgt0IPzggrPlmdcFU%3D Questions Required Questions Group 1.1: Company Certification Information - This section is not scored Instructions: 1.1.1 State of Incorporation 1.1.2 Date of Incorporation 1.1.3 ASSURANCES - Proposer attests that Proposer is a resident proposer, as described in ORS 279A.120, of the State of (ENTER STATE) and has not discriminated against any minority, women, or emerging small business enterprises certified under ORS 200.055 or a business enterprise that is owned or controlled by or that employs a disabled veteran as defined in ORS 408.225 in obtaining any required subcontracts, in accordance with ORS 279A.110. Enter State: 1.1.4 Where Proposer is unable to certify to any of the statements in Proposer Representations and Certifications of the pre-requisite, Proposer shall provide an explanation to their offer here. 1.1.5 The Proposer certifies to the best of its knowledge and believe that neither it nor any of its principal participants and agents has or has had the following relationships with the specific firm(s)/individual(s), identified in this sourcing event, which may be determined to be an organizational conflict of interest. I understand that based on the information provided by Proposer, Multnomah County may exclude the Proposer from further consideration and may withdraw its selection if the real or apparent organizational conflict of interest cannot be avoided or mitigated. Proposer further certifies that the degree and extent of the relationship of the Proposer with these named firm(s)/individual(s) will be fully disclosed: 1.1.6 Upload additional explanation as needed 1.1.7 Name of person submitting the Proposal: 1.1.8 Title of person submitting the Proposal: 1.1.9 I represent that I am at least eighteen (18) years of age. 1.1.10 I represent that the printing of my name and the submittal of a Proposal is intended to authenticate this writing and to have the same force and effect as my manual signature. 1.1.11 I represent that I am either authorized to bind the Proposer, or that I am submitting the Proposal on behalf of and at the direction of the Proposer's representative authorized to contractually bind the Proposer. 1.1.12 I represent that the Proposer and/or its applicable representative(s) has reviewed the information contained in this Proposal and that the information submitted is accurate. Group 2.1: Solution Requirements (75%) Instructions: 2.1.1 Describe your relationship to the software solution being offered and its licensing/ownership. 2.1.2 Our standard sample BAA is in Buyer Attachments. Please review our document and select the appropriate answer below. 2.1.3 Is your system HIPAA compliant? 2.1.4 Is your system approved for integration with PioneerRx? 2.1.5 Can you provide both Inbound and Outbound integration with PioneerRx? 2.1.6 In order to access our PioneerRx on premise servers, do you require hardware on-site? 2.1.7 Is your system cloud based or an on-premise installation? 2.1.8 Does your system help automate the process for patients requesting a refill of a prescription? 2.1.9 Does your system help automate the process for notifying patients that a prescription isready for pick-up? 2.1.10 Where in the pharmacy workflow does a notification get triggered to a patient that the prescription is ready for pickup? 2.1.11 Does your system help automate the process of notifying patients of other campaigns and information (e.g. COVID-19 Vaccine or Flu Vaccine Events) 2.1.12 Does your solution require integration with a customer owned phone system other than Cisco 12.5 or newer? 2.1.13 Does your system incorporate IVR functionality if automating inbound calls? (i.e. Patient can speak their selection instead of using a keypad) 2.1.14 Please select languages other than English your system supports. 2.1.15 How does your system confirm patient identification? 21 September 202121 September 202121 September 202121 September 202121 September 2021 2.1.16 Does your system require additional hardware? 2.1.17 Does your system have functionality in place to account for confidentiality amongst family members? 2.1.18 Does your system allow for the auditing and data retention of all system updates and communication transactions? 2.1.19 Based on the information provided in the Solution & Supplier Requirements, please provide a budgetary estimate for your system for a total three year term for all seven Multnomah County pharmacy sites. MORE DETAILED COST QUESTIONS WILL OCCUR IN LATER STAGES. 2.1.20 Do you charge an additional per transaction fee? 2.1.21 Do you charge any additional license fees based on the number of internal user accounts, roles, etc. Group 2.2: Sustainability/Responsible Business Practice Requirements (25%) Instructions: 2.2.1 We want to know that your company encourages better economic impacts for employees and the surrounding community. Please check all that you currently practice in your organization. 2.2.2 Software companies incorporate many electronic devices that need to be disposed of safely at the end of their life. Please select all end of life considerations you currently practice. 2.2.3 Please list which of the following considerations are taken for the environmental impacts of your business. Attach any supporting policies labeled clearly in Supplier Attachments. 21 September 202121 September 202121 September 202121 September 202121 September 2021 Product Line Items Product Line Items 1. # Item Name, Commodity Code, Description Allow Alternates Qty. UOM Requested Delivery P1 SaaS 1 EA - Each 21 September 202121 September 202121 September 202121 September 2021 Service Line Items Service Line Items There are no Items added to this event. 21 September 202121 September 202121 September 2021