RFP Refugee Resettlement Case Management Solution

1 Department of Buildings and General Services Agency of Administration Office of Purchasing & Contracting 133 State Street, 5th Floor | Montpelier VT 05633-8000 802-828-2211 phone |802-828-2222 fax http://bgs.vermont.gov/purchasing SEALED BID REQUEST FOR PROPOSAL Refugee Resettlement Case Management Solution ISSUE DATE January 26, 2024 QUESTIONS DUE February 7, 2024 – 4:30 PM (EST) RFP RESPONSES DUE BY February 21, 2024 – 4:30 PM (EST) PLEASE BE ADVISED THAT ALL NOTIFICATIONS, RELEASES, AND ADDENDUMS ASSOCIATED WITH THIS RFP WILL BE POSTED AT: http://www.bgs.state.vt.us/pca/bids/bids.php THE STATE WILL MAKE NO ATTEMPT TO CONTACT INTERESTED PARTIES WITH UPDATED INFORMATION. IT IS THE RESPONSIBILITY OF EACH BIDDER TO PERIODICALLY CHECK THE ABOVE WEBPAGEFOR ANY AND ALL NOTIFICATIONS, RELEASES AND ADDENDUMS ASSOCIATED

WITH THIS RFP. STATE CONTACT: Roland Ortiz, Technology Procurement Administrator State of Vermont Office of Purchasing & Contracting SOV.ThePathForward@vermont.gov http://bgs.vermont.gov/purchasing http://www.bgs.state.vt.us/pca/bids/bids.php Revised December 27, 2023 Page 2 of 145 1. OVERVIEW: 1.1. SCOPE AND BACKGROUND: The mission of the State Refugee Office is to promote and provide a safe and welcoming home for refugees and immigrants, and to promote their full participation as self-sufficient individuals and families in the economic, social, and civic life of Vermont. Eligible groups include: Afghan and Iraqi Special Immigrant Visa Holders, Amerasians, Asylees, Cuban/Haitian Entrants, Human Trafficking Victims, Legal Permanent Residents, and Refugees. The State Refugee Office works closely with the two Vermont voluntary resettlement agencies, the US Committee for Refugees and Immigrants (USCRI) and the Ethiopian Community Development Council (ECDC). The Refugee Office also collaborates with other community partners and service providers to implement and provide the below services. Partners include Association of Africans Living in Vermont (AALV), Age Well, Burlington and Winooski School Districts, Health Care and Rehabilitative Services, and World Learning, among many others! The State Refugee Office is part of the Agency of Human Services and works through a network of service providers in Vermont to meet the educational, cultural, and linguistic needs of refugees and immigrants. Through this Request for Proposal (RFP) the Agency of Digital Services on behalf of the Agency of Human Services State Refugee Office (hereinafter the “State”) is seeking to establish contracts with one or more vendors with experience in providing Refugee Resettlement case management solution and federal reporting services. 1.2. CONTRACT PERIOD: Any Contract(s) arising from this RFP will be for a period of implementation and up to five (5) years. The State anticipates the start date for such contract(s) will be April 4, 2024. 1.3. SINGLE POINT OF CONTACT: All communications concerning this RFP are to be addressed in writing to the State Contact listed on the front page of this RFP. Actual or attempted contact with any other individual from the State concerning this RFP is strictly prohibited and may result in disqualification. 1.4. BIDDERS’ CONFERENCE: A bidders’ conference will not be held. 1.5. QUESTION AND ANSWER PERIOD: Any bidder requiring clarification of any section of this RFP or wishing to comment on any requirement of the RFP must submit specific questions in writing no later than the deadline for question indicated on the first page of this RFP. Questions may be e-mailed to the point of contact on the front page of this RFP. Questions or comments not raised in writing on or before the last day of the question period are thereafter waived. At the close of the question period a copy of all questions or comments and the State's responses will be posted on the State’s web site http://www.bgs.state.vt.us/pca/bids/bids.php . Every effort will be made to post this information as soon as possible after the question period ends, contingent on the number and complexity of the questions. 1.6. CHANGES TO THIS RFP: Any modifications to this RFP will be made in writing by the State through the issuance of an Addendum to this RFP and posted online at http://www.bgs.state.vt.us/pca/bids/bids.php . Modifications from any other source are not to be considered. 1.7. SOURCE OF FUNDS: This project is being funded in whole or in part using federal monies. If a bidder requires assistance in preparing their proposal, registering with SAM.gov or needs guidance on socioeconomic certifications, the bidder may contact the Agency of Commerce & Community Development (ACCD), Department of Economic Development (DED), APEX Accelerator. The Vermont APEX Accelerator (formerly the Procurement Technical Assistance Center (PTAC)) specializes in helping small businesses navigate the documentation associated with State and Federal procurement. There is no cost to the Contractor for assistance provided by APEX Accelerator. Their website is: https://accd.vermont.gov/economic-development/programs/ptac 2. DETAILED REQUIREMENTS/DESIRED OUTCOMES: 2.1. The State of Vermont is interested in obtaining bids to meet the following business needs: A centralized data system that collects refugee data including demographic and services data to be used by service provider partners - primarily for data collection and reporting requirements for federal funders and for service coordination. State staff will use the system to monitor services and refugee populations throughout Vermont. https://refugees.org/uscri-vermont/ https://www.ecdcus.org/ https://www.aalv-vt.org/ https://www.agewellvt.org/ http://www.bgs.state.vt.us/pca/bids/bids.php http://www.bgs.state.vt.us/pca/bids/bids.php https://accd.vermont.gov/economic-development/programs/ptac Revised December 27, 2023 Page 3 of 145 2.2. The State of Vermont seeks to achieve the following Business Value(s): 2.2.1. Cost Savings: The refugee office does not have a data officer but if we continue to use manual spreadsheets and increased reporting requirements, we may need to hire a data officer. This system could instead offer an easier more user-friendly data reporting system that current staff could use. In addition, with our current system, we are not capturing all our refugee service provision accurately, which could eventually result in lower funding due to the formula used to determine funding. The office will avoid having to hire a full-time data officer for the program and instead existing staff and partners will be able to accurately record their activities and the refugee office staff will more easily be able to pull the needed data reports. 2.2.2. Customer Service Improvement: Currently, partners need to collect multiple data points on spreadsheets, due to the complexity of the data collection and the lack of a centralized system, they do not regularly record their service provision, which results in a hurried data collection effort at the end of the year and lower data quality. The new system will promote real time data collection. The number of partners working with the State Refugee Office in the past two years has tripled. Partners and the state refugee office also don't have ways to manage their own information in a way that is useful to them or useful for sharing with partners and the public. A centralized system has been requested repeatedly by partners for both ease of reporting but also coordination, where one refugee may be receiving redundant services. Partners will all use one centralized system and report consistently in a system that is more user friendly than their current systems (where systems even exist). 2.2.3. Risk Reduction: Vermont's refugee program is at risk of findings from the Office of Refugee Resettlement (ORR )related to poor reporting due to lack of a reporting system. Because of the manual nature of the system (one report requires 22 different elements per refugee be collected), alien numbers, service dates and kinds of service are all subject to user error. ORR strongly recommended a data system for Vermont during a visit in 2021. Reporting will include all required elements from ORR. Partners and the State Refugee Office will both better comply with federal reporting requirements and avoid findings. 2.2.4. Compliance: In order to continue to receive federal refugee resettlement funds, the State Refugee Office is required to collect and report on multiple data points related to refugee resettlement. The lack of a data system combined with larger refugee numbers/arrivals and multiple new partners puts us at risk of falling out of compliance with reporting requirements. This past year we had to request permission to omit multiple data fields in our collection due to lack of systems in the field. A new system will ensure compliance with federal reporting standards. The new system would be designed to lead the user to the correct data input and would allow for real time data collection. 2.2.5. Technical Debt: This system does not replace any existing application, but it does replace a substandard practice of manually collecting data via spreadsheet. The new system will replace a weak manual reporting system that does not work for the current number of partners and refugees. 2.2.6. Equity: Refugees are among Vermont's most vulnerable population and at this time, we have no way of accurate accounting for the services we provide to them through the ORR funded refugee support services. This system will ensure that each refugee is tracked and will allow us to see trends in refugees who may be underserved. The accurate data will allow us to tell a more complete story of the refugee experience. 2.3. Functional and Non-Functional Requirements 2.3.1. The State’s Functional and Non-Functional Requirements are provided in the attached State of Vermont Bidder Response Form (Exhibit C). 2.3.2. The Non-Functional Requirements include requirements for the following and more: 2.3.2.1. Hosting Revised December 27, 2023 Page 4 of 145 2.3.2.2. Application Solution 2.3.2.3. Security 2.3.2.4. Data Compliance: Solutions must adhere to applicable State and Federal standards, policies, and laws. The Bidder Response Form includes a table of data types and their applicable State and Federal standards, policies, and laws. The boxes in the table that are checked are the ones that are applicable to this procurement 3. GENERAL REQUIREMENTS: 3.1. PRICING: Bidders must price the terms of this solicitation at their best pricing. Any and all costs that Bidder wishes the State to consider must be submitted for consideration. If applicable, all equipment pricing is to include F.O.B. delivery to the ordering facility. No request for extra delivery cost will be honored. All equipment shall be delivered assembled, serviced, and ready for immediate use, unless otherwise requested by the State. 3.1.1. Prices and/or rates shall remain firm for the initial term of the contract. The pricing policy submitted by Bidder must (i) be clearly structured, accountable, and auditable and (ii) cover the full spectrum of materials and/or services required. 3.1.2. Cooperative Agreements. Bidders that have been awarded similar contracts through a competitive bidding process with another state and/or cooperative are welcome to submit the pricing in response to this solicitation. 3.1.3. Retainage. In the discretion of the State, a contract resulting from this RFP may provide that the State withhold a percentage of the total amount payable for some or all deliverables, such retainage to be payable upon satisfactory completion and State acceptance in accordance with the terms and conditions of the contract. 3.2. STATEMENT OF RIGHTS: The State shall have the authority to evaluate Responses and select the Bidder(s) as may be determined to be in the best interest of the State and consistent with the goals and performance requirements outlined in this RFP. The State of Vermont reserves the right to obtain clarification or additional information necessary to properly evaluate a proposal. Failure of bidder to respond to a request for additional information or clarification could result in rejection of that bidder's proposal. To secure a project that is deemed to be in the best interest of the State, the State reserves the right to accept or reject any and all bids, in whole or in part, with or without cause, and to waive technicalities in submissions. The State also reserves the right to make purchases outside of the awarded contracts where it is deemed in the best interest of the State. 3.2.1. Best and Final Offer (BAFO). At any time after submission of Responses and prior to the final selection of Bidder(s) for Contract negotiation or execution, the State may invite Bidder(s) to provide a BAFO. The state reserves the right to request BAFOs from only those Bidders that meet the minimum qualification requirements and/or have not been eliminated from consideration during the evaluation process. 3.2.2. Presentation. An in-person or webinar presentation by the Bidder may be required by the State if it will help the State’s evaluation process. The State will factor information presented during presentations into the evaluation. Bidders will be responsible for all costs associated with providing the presentation. 3.3. WORKER CLASSIFICATION COMPLIANCE REQUIREMENTS: In accordance with Section 32 of The Vermont Recovery and Reinvestment Act of 2009 (Act No. 54), Bidders must comply with the following provisions and requirements. 3.3.1. Self Reporting: For bid amounts exceeding $250,000.00, Bidder shall complete the appropriate section in the attached Certificate of Compliance for purposes of self-reporting information relating to past violations, convictions, suspensions, and any other information related to past performance relative to coding and classification of workers. The State is requiring information on any violations that occurred in the previous 12 months. 3.3.2. Subcontractor Reporting: For bid amounts exceeding $250,000.00, Bidders are hereby notified that upon award of contract, and prior to contract execution, the State shall be provided with a list of all proposed subcontractors and subcontractors’ subcontractors, together with the identity of those subcontractors’ workers compensation insurance providers, and additional required or requested Revised December 27, 2023 Page 5 of 145 information, as applicable, in accordance with Section 32 of The Vermont Recovery and Reinvestment Act of 2009 (Act No. 54). This requirement does not apply to subcontractors providing supplies only and no labor to the overall contract or project. This list MUST be updated and provided to the State as additional subcontractors are hired. A sample form is available online at http://bgs.vermont.gov/purchasing-contracting/forms. The subcontractor reporting form is not required to be submitted with the bid response. 3.4. EXECUTIVE ORDER 05-16: CLIMATE CHANGE CONSIDERATIONS IN STATE PROCUREMENTS: For bid amounts exceeding $25,000.00 Bidders are requested to complete the Climate Change Considerations in State Procurements Certification, which is included in the Certificate of Compliance for this RFP. After consideration of all relevant factors, a bidder that demonstrates business practices that promote clean energy and address climate change as identified in the Certification, shall be given favorable consideration in the competitive bidding process. Such favorable consideration shall be consistent with and not supersede any preference given to resident bidders of the State and/or products raised or manufactured in the State, as explained in the Method of Award section. But, such favorable consideration shall not be employed if prohibited by law or other relevant authority or agreement. 3.5. METHOD OF AWARD: Awards will be made in the best interest of the State. The State may award one or more contracts and reserves the right to make additional awards to other compliant bidders at any time if such award is deemed to be in the best interest of the State. All other considerations being equal, preference will be given first to resident bidders of the state and/or to products raised or manufactured in the state, and then to bidders who have practices that promote clean energy and address climate change, as identified in the applicable Certificate of Compliance. 3.5.1. Evaluation Criteria: Consideration shall be given to the Bidder’s project approach and methodology, qualifications and experience, ability to provide the services within the defined timeline, cost, and/or success in completing similar projects, as applicable, and to the extent specified below. Evaluation Factors Total Weight Vendor Profile: Capability, Capacity, and Qualifications including experience with ORR reporting and refugee databases 40% Vendor Proposal/Solution: Ability to meet the State’s Objectives 30% Staffing Plan and Staffing Qualifications 20% Pricing 10% Acceptance of State Terms and Conditions Pass/Fail Adherence to Mandatory Bidding Requirements Pass/Fail 3.6. CONTRACT NEGOTIATION: Upon completion of the evaluation process, the State may select one or more bidders with which to negotiate a contract, based on the evaluation findings and other criteria deemed relevant for ensuring that the decision made is in the best interest of the State. In the event State is not successful in negotiating a contract with a selected bidder, the State reserves the option of negotiating with another bidder, or to end the proposal process entirely. 3.7. COST OF PREPARATION: Bidder shall be solely responsible for all expenses incurred in the preparation of a response to this RFP and shall be responsible for all expenses associated with any presentations or demonstrations associated with this request and/or any proposals made. 3.8. CONTRACT TERMS: The selected bidder(s) will be expected to sign a contract with the State, including the Standard Contract Form and Attachment C as attached to this RFP for reference. If IT Attachment D is included in this RFP, terms may be modified based upon the solution proposed by the Bidder, subject to approval by the Agency of Digital Services. 3.8.1. Business Registration. To be awarded a contract by the State of Vermont a bidder (except an individual doing business in his/her own name) must be registered with the Vermont Secretary of Revised December 27, 2023 Page 6 of 145 State’s office https://sos.vermont.gov/corporations/registration/and must obtain a Contractor’s Business Account Number issued by the Vermont Department of Taxes http://tax.vermont.gov/ . 3.8.2. The contract will obligate the bidder to provide the services and/or products identified in its bid, at the prices listed. 3.8.3. Payment Terms. Percentage discounts may be offered for prompt payments of invoices; however, such discounts must be in effect for a period of 30 days or more in order to be considered in making awards. 3.8.4. Quality. If applicable, all products provided under a contract with the State will be new and unused, unless otherwise stated. Factory seconds or remanufactured products will not be accepted unless specifically requested by the purchasing agency. All products provided by the contractor must meet all federal, state, and local standards for quality and safety requirements. Products not meeting these standards will be deemed unacceptable and returned to the contractor for credit at no charge to the State. 3.9. DEMONSTRATION: An in-person or webinar demonstration by the Bidder may be required by the State if it will help the State’s evaluation process. The State will factor information presented during demonstrations into the evaluation. Bidder will be responsible for all costs associated with the providing the demonstration. 3.10. INDEPENDENT REVIEW: Certain State information technology projects require independent expert review as described under 3 V.S.A. § 3303(d). Such review, if applicable, will inform the State’s decision to award any contract(s) resulting from this RFP 4. CONTENT AND FORMAT OF RESPONSES: The content and format requirements listed below are the minimum requirements for State evaluation. These requirements are not intended to limit the content of a Bidder’s proposal. Bidders may include additional information or offer alternative solutions for the State’s consideration. However, the State discourages overly lengthy and costly proposals, and Bidders are advised to include only such information in their response as may be relevant to the requirements of this RFP. 4.1. The bid should include a Cover Letter and Technical Response and Price Schedule. 4.2. COVER LETTER: 4.2.1. Confidentiality. To the extent your bid contains information you consider to be proprietary and confidential, you must comply with the following requirements concerning the contents of your cover letter and the submission of a redacted copy of your bid (or affected portions thereof). 4.2.2. All responses to this RFP will become part of the contract file and will become a matter of public record under the State’s Public Records Act, 1 V.S.A. § 315 et seq. (the “Public Records Act”). If your response must include material that you consider to be proprietary and confidential under the Public Records Act, your cover letter must clearly identify each page or section of your response that you consider proprietary and confidential. Your cover letter must also include a written explanation for each marked section explaining why such material should be considered exempt from public disclosure in the event of a public records request, pursuant to 1 V.S.A. § 317(c), including the prospective harm to the competitive position of the bidder if the identified material were to be released. Additionally, you must include a redacted copy of your response for portions that are considered proprietary and confidential. Redactions must be limited so that the reviewer may understand the nature of the information being withheld. It is typically inappropriate to redact entire pages, or to redact the titles/captions of tables and figures. Under no circumstances may your entire response be marked confidential, and the State reserves the right to disqualify responses so marked. 4.2.3. Exceptions to Contract Terms and Conditions. If a Bidder wishes to propose an exception to any terms and conditions set forth in the Standard Contract Form and its attachments, such exceptions must be included in the cover letter to the RFP response. Failure to note exceptions when responding to the RFP will be deemed to be acceptance of the State contract terms and conditions. If exceptions are not noted in the response to this RFP but raised during contract negotiations, the State reserves the right to cancel the negotiation if deemed to be in the best interests of the State. Note that exceptions to contract terms may cause rejection of the proposal. 4.3. TECHNICAL RESPONSE. In response to this RFP, a Bidder shall: https://sos.vermont.gov/corporations/registration/ http://tax.vermont.gov/ Revised December 27, 2023 Page 7 of 145 4.3.1. Provide details concerning your form of business organization, company size and resources. 4.3.2. Describe your capabilities and particular experience relevant to the RFP requirements. 4.3.2.1. Identify all current or past State projects. 4.3.3. Identify the names of all subcontractors you intend to use, the portions of the work the subcontractors will perform, and address the background and experience of the subcontractor(s), as per RFP section 4.3.2 above. 4.4. REFERENCES. Provide the names, addresses, and phone numbers of at least three companies with whom you have transacted similar business in the last 12 months. You must include contact names who can talk knowledgeably about performance. 4.5. REPORTING REQUIREMENTS: Provide a sample of any reporting documentation that may be applicable to the Detailed Requirements of this RFP. 4.6. PRICE SCHEDULE: Bidders shall submit their pricing information in the Price Schedule attached to the RFP. 4.7. CERTIFICATE OF COMPLIANCE: This form must be completed and submitted as part of the response for the proposal to be considered valid. 4.8. STATE OF VERMONT BIDDER RESPONSE FORM: This form must be completed and submitted as part of the response for the proposal to be considered valid. The State of Vermont Bidder Response Form provides a standard format and content for bidder proposals. When required, this form will prompt Bidders to supply the information required in the above RFP sections 4.3 through 4.7. Note: In addition to completing the State of Vermont Bidder Response Form, Bidders are required to provide the specific attachments that are described within the Bidder Response Form. 5. SUBMISSION INSTRUCTIONS: 5.1. CLOSING DATE: Bids must be received by the State by the due date specified on the front page of this RFP. Late bids will not be considered. 5.1.1. The State may, for cause, issue an addendum to change the date and/or time when bids are due. If a change is made, the State will inform all bidders by posting at the webpage indicated on the front page of this RFP. 5.1.2. There will not be a public bid opening. However, the State will record the name, city and state for any and all bids received by the due date. This information will be posted as promptly as possible following the due date online at: https://bgs.vermont.gov/content/opc-bid-tabulation-sheets-0 . Bidders are hereby notified to review the information posted after the bid opening deadline to confirm receipt of bid by the State. Any bidder that submitted a bid, and is not listed on the bid tabulation sheet, shall promptly notify the State Contact listed on the front page of this RFP. Should a bidder fail to notify the State Contact listed on the front page of this RFP within two weeks of posting the bid tabulation sheet, the State shall not be required to consider the bid. 5.2. STATE SECURITY PROCEDURES: Please be advised extra time will be needed when visiting and/or delivering information to State of Vermont offices. All individuals visiting State offices must present a valid government issued photo ID when entering the facility. 5.2.1. State office buildings may be locked or otherwise closed to the public. Any delay caused by State Security Procedures will be at the bidder’s own risk. 5.3. BID DELIVERY INSTRUCTIONS: 5.3.1. ELECTRONIC: Electronic bids will be accepted. 5.3.1.1. E-MAIL BIDS. Emailed bids will be accepted. Bids will be accepted via email submission to SOV.ThePathForward@vermont.gov. Bids must consist of a single email with a single, digitally searchable PDF attachment containing all components of the bid. Multiple emails and/or https://bgs.vermont.gov/content/opc-bid-tabulation-sheets-0 mailto:SOV.ThePathForward@vermont.gov Revised December 27, 2023 Page 8 of 145 multiple attachments will not be accepted. There is an attachment size limit of 40 MB. It is the Bidder’s responsibility to compress the PDF file containing its bid if necessary in order to meet this size limitation. 5.3.1.2. FAX BIDS: Faxed bids will not be accepted. 5.3.2. Paper format bids will not be accepted. 6. BID SUBMISSION CHECKLIST:  Required Number of Copies  Cover Letter  Redacted Technical Response, if applicable  State of Vermont Bidder Response Form and Attachments o Technical Response (included in Bidder Response Form) o References (included in Bidder Response Form) o Price Schedule (included in Bidder Response Form) o Certificate of Compliance (included in Bidder Response Form) 7. ATTACHMENTS: 7.1. State of Vermont Bidder Response Form 7.2. Standard State Contract with its associated attachments, including but not limited to, Attachment C: Standard State Provisions for Contracts and Grants (December 7, 2023) 7.3. Attachment D IT Version 7.4. Attachment F Agency of Human Services’ Customary Contract/Grant Provisions Revised December 27, 2023 Page 9 of 145 State of Vermont Bidder Response Form State of Vermont Bidder Response Form Request for Proposal Name: Refugee Resettlement Case Management Solution Exhibit C Revised December 27, 2023 Page 10 of 145 Vendor Instructions: Provide the information requested in this form and submit it to the State of Vermont as part of your Request for Proposal (RFP) response. All answers must be provided within the form unless otherwise specified. Important: This form must be completed and submitted in response to this RFP for your proposal to be considered valid. The submission must also include the eight (8) additional artifacts requested within this form (denoted by underlined green font). See the RFP for full instructions for submitting a bid. Bids must be received by the due date and at the location specified on the cover page of the RFP. Direct any questions you have concerning this form or the RFP to: Roland Ortiz, Technology Procurement Administrator State of Vermont Office of Purchasing & Contracting E-mail Address: SOV.ThePathForward@vermont.gov mailto:SOV.ThePathForward@vermont.gov Revised December 27, 2023 Page 11 of 145 Part 1: VENDOR PROFILE 1. Complete the table below. Item Detail Company Name: [insert the name that you do business under] Physical Address: [if more than one office – put the address of your head office] Postal Address: [e.g. P.O Box address] Business Website: [url address] Type of Entity (Legal Status): [sole trader/partnership/limited liability company or specify other] Primary Contact: [name of the person responsible for communicating with the Buyer] Title: [job title or position] Email Address: [email] Phone Number: [landline] Fax Number: [fax] 2. Provide a brief overview of your company including number of years in business, number of employees, nature of business, and description of clients. Identify any parent corporation and/or subsidiaries. 3. Provide a brief overview of your company’s experience with refugee resettlement case management and ORR reporting. 4. Is your organization currently or has it previously provided solutions and/or services to any agency or entity of the Vermont State government? If so, name the State entity, the solution and/or services provided, and the dates. 5. Provide a Financial Statement* for your company and label it Attachment #1. A confidentiality statement may be included if this financial information is considered non-public information. This requirement can be filled by: Revised December 27, 2023 Page 12 of 145  A current Dun and Bradstreet Report that includes a financial analysis of the firm;  An Annual Report if it contains (at a minimum) a Compiled Income Statement and Balance Sheet verified by a Certified Public Accounting firm; or  Tax returns and financial statements including income statements and balance sheets for the most recent 3 years, and any available credit reports. *Some types of procurements may require bidders to provide additional or specific financial information. Any such additional requirements will be clearly identified and explained within the RFP, and may include supplemental forms in addition to this Bidder Response Form. 6. Disclose any judgments, pending or expected litigation, or other real potential financial reversals, which might materially affect the viability or stability of your company or indicate below that no such condition is known to exist. 7. Provide a list of three references similar in size and industry (preferably another governmental entity). References shall be clients who have implemented your Solution within the past 48 months. Reference 1 Detail Reference Company Name: [insert the name that you do business under] Company Address: [address] Type of Industry: [industry type: e.g., government, telecommunications, etc.] Contact Name: [if applicable] Contact Phone Number: [phone] Contact Email Address: [email] Description of system(s) implemented: [description] Date of Implementation: [date] Reference 2 Detail Reference Company Name: [insert the name that you do business under] Revised December 27, 2023 Page 13 of 145 Company Address: [address] Type of Industry: [industry type: e.g., government, telecommunications, etc.] Contact Name: [if applicable] Contact Phone Number: [phone] Contact Email Address: [email] Description of system(s) implemented: [description] Date of Implementation: [date] Reference 3 Detail Reference Company Name: [insert the name that you do business under] Company Address: [address] Type of Industry: [industry type: e.g., government, telecommunications, etc.] Contact Name: [if applicable] Contact Phone Number: [phone] Contact Email Address: [email] Description of system(s) implemented: [description] Date of Implementation: [date] PART 2: VENDOR PROPOSAL/SOLUTION 1. Provide a description of the technology solution you are proposing. 2. Provide a description of the capabilities of the technology solution you are proposing. Revised December 27, 2023 Page 14 of 145 3. If a proprietary software is being proposed, provide a description of the: A. Standard features and functions of the software: B. The software licensing requirements for the solution: C. The standard performance levels:  Hours of system availability:  System response time:  Maximum number of concurrent users:  Other relevant performance level information: 4. Give a brief description of the evolution of the system/software solution you are proposing. Include the date of the first installed site and major developments which have occurred (e.g. new versions, new modules, specific features). 5. List the total number of installations in the last 3 years by the year of installation. 6. Provide the total number of current users for the proposed system and indicate what version they are using. 7. Have you implemented the proposed solution for other government entities? If so, tell us who, when, and how that implementation went? 8. Provide a Road Map that outlines the company’s short term and long term goals for the proposed solution/software and label it Attachment #2. 9. Provide a PowerPoint (minimum of 1 slide and maximum of 10 slides) that provides an Executive level summary of your proposal to the State. Label it Attachment #3. 10. Does your proposed solution include any warranties? If so, describe them and provide the warranty periods. 11. Describe any infrastructure, equipment, network or hardware required to implement and/or run the solution. 12. What is your recommended way to host this solution? 13. Describe how your solution can be integrated to other applications and if you offer a standard-based interface to enable integrations. 14. Respond to the following questions about the solution being proposed: Revised December 27, 2023 Page 15 of 145 Question Yes or No Vendor Response/Explanation A. Does the solution use Service Oriented Architecture for integration? B. Does the solution use a Rules Engine for business rules? C. Does the solution use any Master Data Management? D. Does the solution use any Enterprise Content Management software? E. Does the solution use any Case Management software? F. Does the solution use any Business Intelligence software? G. Does the solution use any Database software? H. Does the solution use any Business Process Management software? I. Is this a browser based solution and if so what browsers do you support? J. Does the solution include an API for integration? Revised December 27, 2023 Page 16 of 145 PART 3: FUNCTIONAL REQUIREMENTS The table below lists the State’s Functional Requirements. Indicate the “Availability” for each requirement for your proposed solution. Use the “Vendor Comments” column to provide any additional information or explanations. A - Feature is available in the core (“out-of-the-box”) solution. D - Feature is currently under development (indicate anticipated date of availability in the Vendor comments column). C - Feature is not available in the core solution, but can provided with customization. N - Feature is not available. Role Key: Role Name Role Description Resettlement Agency Coordinator Employees of a Resettlement Agency that will complete data entry for individual cases. By Example, US Committee for Refugees and Immigrants (USCRI) and the Ethiopian Community Development Council (ECDC). Partner Agency Coordinator Employees of a Partner Agency that will complete data entry for individual cases. By Example, Partners include AALV, Age Well, Burlington and Winooski School Districts, Health Care and Rehabilitative Services, and World Learning, among many others. Solution Administrator Services Coordinator Employee of the Solution provider that prepares ORR Reports, communicates changes to federal guidance, provides end user support, provide basic configuration adjustments (forms, workflows, troubleshooting), sets up new organizations, provides solution consultation, and data analysis. State Refugee Health Coordinator State employees that review data entered by Agencies, with the ability to generate reports for Federal reporting requirements, and data entry. State Refugee Office Director State employee that has oversight of Refugee Resettlement program, and reviews data entered by Agencies, generate reports for Federal reporting requirements, and data entry. Revised December 27, 2023 Page 17 of 145 1.1 ORR Forms: The forms the Office of Refugee Resettlement (ORR) require for submission. Revised December 27, 2023 Page 18 of 145 ID # Functional Requirement Description Availabilit y Vendor Comments 1 The solution must compile the Annual Outcome Goal Plan 2 As a State Refugee Health Coordinator, I want to Collect and store the information required to generate ORR-6 Schedule A Narrative 3 As a State Refugee Health Coordinator, I want to Collect and store the information required to report ORR-5 4 As a State Refugee Health Coordinator, I want to Collect and store the information required to generate ORR-6 Schedule C RSS 5 As a State Refugee Health Coordinator, I want to Collect and store the information required to generate ORR-6 Schedule B RCA 6 As a State Refugee Health Coordinator, I want to Collect and store the information required to generate ORR-6 Schedule D RSS Set Asides 7 As a State Refugee Health Coordinator, I want to Collect and store the information required to generate ORR-6 Schedule E URM 8 As a State Refugee Health Coordinator, I want to Collect and store the information required to generate ORR-6 Schedule E URM Narrative 9 As a State Refugee Health Coordinator, I want to Collect and store the information required to generate ORR-6 Annual Service Plan 10 As a State Refugee Health Coordinator, I want to Collect and store the information required to generate ORR-6 Schedule F RMA & Medical Screening 11 As a State Refugee Health Coordinator, I want to Collect and store the information required to generate Annual Outcome Goal Plan (GPRA) Revised December 27, 2023 Page 19 of 145 ID # Functional Requirement Description Availabilit y Vendor Comments 12 As a State Refugee Health Coordinator, I want to Collect and store the information required to generate RSS Sub-grantee Report 1.2 ORR FSSP: Family Self Sufficiency Plan (FSSP) ID # Functional Requirement Description Availabilit y Vendor Comments 13 As a Resettlement Agency Coordinator, I want to manage and report on Family Self Sufficiency Plan (FSSP) records over time for initial, 6-month, 12- month, etc. so that data is in compliance with federal reporting requirements. 14 As a Resettlement Agency Coordinator, I want to track Robust Family Self Sufficiency Plan (FSSP) activities so that data is aligned with ORR guidance and specification Revised December 27, 2023 Page 20 of 145 1.3 ORR RCA: Refugee Cash Assistance (RCA) ID # Functional Requirement Description Availabilit y Vendor Comments 15 As a Resettlement Agency Coordinator, I want to collect and store Refugee Cash Assistance (RCA) eligibility documentation so that data can be stored in the solution. 16 As a Resettlement Agency Coordinator, I want to collect and store Refugee Cash Assistance (RCA) payment details so that data can be stored in the solution. 17 As a Resettlement Agency Coordinator, I want to collect and store Refugee Cash Assistance (RCA) required information (non-eligibility) so that data can be stored in the solution. 18 As a State Refugee Health Coordinator, I want to aggregate data entered by Agencies Partners in order to generate RCA monthly reports so that reporting is automated. Revised December 27, 2023 Page 21 of 145 1.4 ORR RMA: Refugee Medical Assistance (RMA) ID # Functional Requirement Description Availabilit y Vendor Comments 19 As a Partner Agency Coordinator I want to collect and store Refugee Medical Assistance (RMA) eligibility documentation so that data can be stored in the solution. 20 As a Partner Agency Coordinator I want to collect and store Refugee Medical Assistance (RMA) payment details so that data can be stored in the solution. 21 As a Partner Agency Coordinator, I want to collect and store Refugee Medical Assistance (RMA) (non-eligibility) required information so that data can be stored in the solution. 22 As a State Refugee Health Coordinator, I want to aggregate data entered by Agency Partners in order to generate Refugee Medical Assistance (RMA) reports so that reporting is automated. Revised December 27, 2023 Page 22 of 145 2.1 Case Management: The processes and activities associated with providing case management services. ID # Functional Requirement Description Availabilit y Vendor Comments 23 As a Resettlement Agency Coordinator, I want to collect and manually enter case-related comments so that data can be stored in the solution. 24 As a Resettlement Agency Coordinator, I want to record and maintain client program participation and services received in accordance with federal reporting requirements so that data is in compliance with federal reporting requirements. 25 As a Partner Agency Coordinator I want to be able to do direct data entry for refugee enrollments, services, etc. so that data can be entered into the solution. 26 As a State Refugee Health Coordinator, I want to track narrative case notes so that notes can be analyzed for trends. 27 As a State Refugee Health Coordinator, I want to track goal progress so that trends can be observed. 28 As a Partner Agency Coordinator, I want to collect employability plans so that data can be stored in the solution. 29 As a Partner Agency Coordinator, I want to collect family self-sufficiency plans (FSSP) so that data can be stored in the solution. Revised December 27, 2023 Page 23 of 145 2.2 Case Management: Eligibility ID # Functional Requirement Description Availabilit y Vendor Comments 30 As a Resettlement Agency Coordinator, I want to determine eligibility in real time based on defined eligibility rules, such as eligible incomes, benefits, demographic and other data so that accurate records are maintained in the system. 31 As a Resettlement Agency Coordinator, I want to support RCA, TANF Differential, incentive rates aligned with local requirements so that benefits are properly assessed. 2.3 Case Management: Cash ID # Functional Requirement Description Availabilit y Vendor Comments 32 As a Resettlement Agency Coordinator, I want to calculate monthly cash amount per case for the refugee household for the first 12 months of residency in the United States so that reports can be generated 33 As a Resettlement Agency Coordinator, I want to track payments, approvals, and distribution of cash assistance for refugees so that financial records are accurate and current. Revised December 27, 2023 Page 24 of 145 2.4 Case Management: Family ID # Functional Requirement Description Availabilit y Vendor Comments 34 As a Partner Agency Coordinator I want to add family members of the primary applicant over time so that data is accurate. 35 As a Resettlement Agency Coordinator, I want to remove family members of the primary applicant from a family and join another family so that data is accurate. 2.5 Case Management: Medical ID # Functional Requirement Description Availabilit y Vendor Comments 36 As a State Refugee Health Coordinator, I want to collect and track medical referrals so that data can be stored in the solution. 37 As a State Refugee Health Coordinator, I want to track the medical screening date and providers for a given refugee so that data needed for reporting is current and accurate 2.6 Case Management: Referrals ID # Functional Requirement Description Availabilit y Vendor Comments 38 As a Partner Agency Coordinator, I want direct access to referrals to my agency's programs in real time so that data in the solution is up to date. 39 As a State Refugee Health Coordinator, I want to track referrals and outcomes of referrals so that the data supports further analysis Revised December 27, 2023 Page 25 of 145 2.6 Case Management: Training ID # Functional Requirement Description Availabilit y Vendor Comments 40 As a Partner Agency Coordinator I want to register attendees for a single class or training course so that enrolled classes/training are covered under ORR. 41 As a Partner Agency Coordinator I want to register attendees for a reoccurring class or training course so that enrolled classes/training are covered under ORR. 3.1 Reports: Reporting capabilities aside from core ORR reports ID # Functional Requirement Description Availabilit y Vendor Comments 42 As a State Refugee Health Coordinator, I want to generate forms and letters so that reporting and communication leverage data stored in the solution to create output. 43 As a State Refugee Health Coordinator, I want to aggregate data entered by partner agencies in order to generate ad-hoc reports so that reporting is flexible. 4.1 User Experience: User interactions with and experiences with a product, system, or service. ID # Functional Requirement Description Availabilit y Vendor Comments 44 The solution must allow concurrent data entry from multiple coordinators so that data is not corrupted due to multiple users. 45 The solution must provide the ability to apply formatting, spell check free text fields. Revised December 27, 2023 Page 26 of 145 4.2 User Experience: Dashboard ID # Functional Requirement Description Availabilit y Vendor Comments 46 The solution must support a role-based dashboard capability to display metrics, notifications, and due dates of tasks/appointments. 47 As a State Refugee Health Coordinator, I want a dashboard to include client search options so that a search can be initiated from the dashboard. 48 As a State Refugee Health Coordinator, I want a dashboard to include reports so that reports can be run from the dashboard. 49 As a State Refugee Health Coordinator, I want a summary with current caseload included on a dashboard so that data can be viewed among other summarized objects. 50 As a State Refugee Health Coordinator, I want a summary with upcoming deadlines included on a dashboard so that data can be viewed among other summarized objects. 51 As a Resettlement Agency Coordinator, I want a dashboard allowing access to cases assigned to me so that navigation is simplified. 4.3 User Experience: Search ID # Functional Requirement Description Availabilit y Vendor Comments 52 As a State Refugee Health Coordinator, I want basic and advanced search capabilities based on various key words (by example: “first name”, “date of arrival”, “date of birth”) so that data can be retrieved. Revised December 27, 2023 Page 27 of 145 4.4 User Experience: Workflow ID # Functional Requirement Description Availabilit y Vendor Comments 53 The solution must provide logic-driven workflows using business rules defined by the State of Vermont (SOV), so that the right data is captured at the right time. 5.1 User Management: The processes associated with maintaining user accounts in the solution. ID # Functional Requirement Description Availabilit y Vendor Comments 54 The solution must support preventing duplicate entries based on alien number. 55 The solution must support the ability to assign US Born and other alien numbers for identification purposes. 5.2 User Management: Workload ID # Functional Requirement Description Availabilit y Vendor Comments 56 As a Partner Agency Coordinator I want to reassign cases in a mass update so that workload distribution tasks are efficiently completed 57 As a Partner Agency Coordinator I want to reassign cases individually so that workloads can be distributed Revised December 27, 2023 Page 28 of 145 5.3 User Management: Roles ID # Functional Requirement Description Availabilit y Vendor Comments 58 The solution must leverage Role based access controls so that Partner Agency and Resettlement Agency may only see cases assigned to their agency. 59 The solution must leverage Role based access controls so that State Refugee Health Coordinator and State Refugee Office Director roles may see all cases assigned to any agency. 60 The solution must leverage Role based access controls for the Solution Administrator Services Coordinator so they can prepare ORR Reports, implement changes to federal guidance, provides end user support, provide basic configuration adjustments (forms, workflows, troubleshooting), sets up new organizations, provides solution consultation and data analysis. Revised December 27, 2023 Page 29 of 145 6.1 Vendor Services: Services provided to support the solution and ORR reporting. Revised December 27, 2023 Page 30 of 145 ID # Functional Requirement Description Availabilit y Vendor Comments 61 As the State Refugee Office Director, I want a Solution Administrator Services Coordinator to submit reports generated from the solution to the ORR data collection website system, Refugee Arrivals Data System (RADS), so that submission errors are reduced. 62 As the State Refugee Office Director, I want a Solution Administrator Services Coordinator to generate reports so they do not need additional manipulation to be accepted by the ORR data collection website system, Refugee Arrivals Data System (RADS), so that submission errors are reduced. 63 As a State Refugee Office Director, I want to aggregate data entered by partner agencies in order to generate ORR reports so that reporting is automated. 64 As a Solution Administrator Services Coordinator, I want to be able to generate ORR reports on behalf of the State of Vermont, so that State of Vermont resources have increased bandwidth. 65 The contractor must be experience in deploying and supporting ORR case management, ORR reporting solutions, and implementing changes to Federal ORR guidelines. 66 The solution must be a proven refugee resettlement solution so the effort of keeping the application current with changing Federal reporting guidelines are minimized. 67 As a State Refugee Office Director, I want to have ongoing RCA program compliance verification so that non-compliance can be detected. Revised December 27, 2023 Page 31 of 145 ID # Functional Requirement Description Availabilit y Vendor Comments 68 As a Solution Administrator Services Coordinator, I want to aggregate data entered by Agency Partners in order to generate program-level reports so that reporting is automated. 6.2 Vendor Services: Training ID # Functional Requirement Description Availabilit y Vendor Comments 69 Training: The contractor is responsible for creating a User Guide that explains to partner agencies and state agencies how to operate the system. 70 Training: The contractor is responsible for creating a User Guide that must document how all business processes are accomplished in both systems using narrative, diagrams, and step by step instructions 71 Training: Contractor will provide end user training, offering up to 8 training webinars or 3 on- site training session (9 day maximum) Revised December 27, 2023 Page 32 of 145 6.2 Vendor Services: Testing ID # Functional Requirement Description Availabilit y Vendor Comments 72 Testing: Contractor will be the primary resources for all regression testing activities 73 Testing: Contractors will develop and deliver specific test cases to be tested and the testing results. 74 Testing: Contractors will ensue test cases are tied back to the requirements. 75 Testing: Contractors will develop a testing plan for updates, fixes and enhancements which provides a description of the testing approach, participants, sequence of testing and test preparation. 7.0 Document Management, Data and Scale ID # Functional Requirement Description Availabilit y Vendor Comments 76 The solution must upload documents/files associated with refugee records so that PII artifacts can be stored electronically. 77 The solution must safeguard the disclosure of client information 78 As a Resettlement Agency Coordinator, I want to collect and maintain participant’s personal (PII) and demographic information so that data can be stored in the solution. 79 The solution must be scalable to handle 4,000 active cases, which will support a 5X increase in case load. Revised December 27, 2023 Page 33 of 145 7.1 Service Level Agreements Revised December 27, 2023 Page 34 of 145 ID # Functional Requirement Description Availabilit y Vendor Comments 80 Account Services: Contractor will provide Client Account Service (CAS) by assigning an Account Manager 81 Account Services: Contractor will provide Client Account Service (CAS) by supporting Portal Access (on-line support portal for support issue entry and maintenance) 82 Issue: Issue Definition Critical: An issue is Critical when partner agencies and state agencies are unable to process cases, run reports, or submit reports. 83 Issue: Issue Definition High: An issue is High when partner agencies or state agencies are unable to perform some of its necessary daily operations. 84 Issue: Issue Definition Normal: An issue is Normal when an area of functionality is not performing as expected, but has not totally disrupted operations 85 Response: The contractor will have an initial response to support Critical Issues within 1 business hour maximum. 86 Response: The contractor will have an initial response to support High Issues within 2 business hours. 87 Response: The contractor will have an initial response to support Normal Issues within 4 business hours. 88 Response: The contractor will maintain a record of the activities related to maintenance performance for the State. 89 Response: Response Definition Business Hours: 7:00AM-4:30PM Eastern Time, Monday through Friday Revised December 27, 2023 Page 35 of 145 Revised December 27, 2023 Page 36 of 145 PART 4: NON- FUNCTIONAL REQUIREMENTS The tables below list the State’s Non-Functional Requirements. Indicate if your proposed solution complies in the “Comply” column. Yes = the solution complies with the stated requirement. No = the solution does not comply with the stated requirement. N/A = Not applicable to this offering. Describe how the requirement is met in the “Vendor Description of Compliance” column. 4.1 Hosting ID # Non-Functional Requirement Description Comply Vendor’s Description of Compliance H1 Any technical solution must be hosted in a data center. H2 Any hosting provider must provide for back-up and disaster recovery models and plans as needed for the solution. H3 Any hosting provider will abide by ITIL best practices for change requests, incident management, problem management and service desk. 4.2 Application Solution Revised December 27, 2023 Page 37 of 145 ID # Non-Functional Requirement Description Comply Vendor’s Description of Compliance A1 Any solutions vendor must provide for the backup/recover, data retention and disaster recovery of a contracted/hosted application solution. A2 Any solutions vendor must provide for application management and design standard of all technology platforms and environments for the application solution (Development, Staging, Productions, DR, etc.) A3 Any solutions vendor must engage the State of Vermont using Service Level Agreements for system and application performance, incident reporting and maintenance. A4 The State owns any data they enter, migrate, or transmit into the solution and the vendor shall allow the State to pull or copy this data at any time free of charge. Revised December 27, 2023 Page 38 of 145 A5 As a contract deliverable, the vendor shall supply an up-to-date data dictionary that represents all data respective of the solution it will provide. The data dictionary must contain the following attributes: 1. The technology (RDBMS platform) that hosts the data source, i.e. Oracle, SQL Server, MySQL, DB2, etc. 2. The location where the data source is hosted 3. Thorough descriptions of each table in the data source 4. Thorough descriptions of each column within each table in the data source. In addition to business definitions, column descriptions must include the following detail: schema names; file group names (if applicable); data types; lengths; primary and foreign key constrains; applied formatting; applied calculations; applied aggregations; NULL-ability; default values. 4.3 SaaS Non-Functional Requirements (required for bidders with non-Salesforce Solutions) Revised December 27, 2023 Page 39 of 145 ID # Non-Functional Requirement Description Comply Vendor’s Description of Compliance Saas_NFR_1 State of Vermont users should use the state's Active Directory service to log into the solution. Saas_NFR_2 External users of the solution should use the state of Vermont's SSO platform my.vermont.gov (currently OKTA) to log into the solution Saas_NFR_64 Solutions will allow the user to export formatted reports from the system in industry standard formats, e.g., Word, Excel, PDF, and TXT. Saas_NFR_73 The ability to easily transfer data from one system to another without being required to re-enter data Saas_NFR_78 Web services, including APIs, SOA, REST, and SOAP must not compromise end-to-end system security and adherence. Saas_NFR_81 The system shall interoperate with other systems using RESTful APIs or SOAP APIs Saas_NFR_83 The system may adapt its user interface according to the user's preferred language and locale Saas_NFR_111 Solutions will support access from multiple channels and devices. Saas_NFR_141 The solution provider must support Application-to-Application interfaces/integrations that must be quick and efficient, thus not negatively impacting user experience. Revised December 27, 2023 Page 40 of 145 ID # Non-Functional Requirement Description Comply Vendor’s Description of Compliance Saas_NFR_142 The solution's interfaces/integrations must continue to operate despite the failure or unavailability of individual technology components, such as an application platform or network connection. Revised December 27, 2023 Page 41 of 145 ID # Non-Functional Requirement Description Comply Vendor’s Description of Compliance Saas_NFR_143 The solution provider will perform problem analysis and make recommendations to the State of activities that may enhance service quality and reduce recurrence of Incidents affecting availability. These include the following: Perform problem analysis: The solution provider will investigate and identify the root causes of any incidents that affect the availability of the solution. Make recommendations to the State: The solution provider will suggest actions or improvements to the State that can help prevent or reduce the recurrence of incidents affecting availability. Enhance service quality: The solution provider will aim to improve the value and satisfaction delivered by the solution to the State and its users. Reduce recurrence of incidents affecting availability: The solution provider will try to minimize the number and frequency of incidents that disrupt access to or use of the solution. Saas_NFR_145 The solution provider will apply changes at the component and data level with no loss of availability at the application or component level (modular component modifiability). Revised December 27, 2023 Page 42 of 145 ID # Non-Functional Requirement Description Comply Vendor’s Description of Compliance Saas_NFR_146 Solutions will provide the ability to recover from data loss due to end user error and end application error. Recovery includes the following: The ability to recover from data loss: The solutions will be able to restore or recover any data that is lost due to various reasons, such as hardware failure, network outage, human error, or malicious attack. Due to end user error: The solutions will be able to recover from data loss caused by mistakes or errors made by the end users of the solutions, such as deleting or modifying data accidentally or incorrectly. Due to end application error: The solutions will be able to recover from data loss caused by errors or bugs in the end applications that use the solutions, such as crashing, freezing, or corrupting data. Saas_NFR_147 The solution must detect and capture errors; and identify their causes. Failures require notification to the State of Vermont within a period of time specified in the SLA. Saas_NFR_150 The solution provider will provide the status of Root Cause Analysis for Severity Level 1 Unplanned Outages, as defined in Service Level Agreement. Revised December 27, 2023 Page 43 of 145 ID # Non-Functional Requirement Description Comply Vendor’s Description of Compliance Saas_NFR_153 The recovery point objective (RPO) will meet State requirements as defined in the Service Level Agreement. Saas_NFR_154 The recovery time objective (RTO) will meet State requirements as defined in the Service Level Agreement. Saas_NFR_156 The solution provider will provide Service Continuity Management for the Production Environment following a declared Disaster. Saas_NFR_157 Solutions will include a disaster recovery plan and provide contingency plans to the State for application services managed by The solution provider. Saas_NFR_159 The solution provider is responsible for restoring the normal operation of the Production Environment, which is where the users can access and use the hosted services and data. Saas_NFR_167 The solution provider will report Outages and Service Interruptions when identified per the SLA. Saas_NFR_171 The solution provider will schedule routine planned maintenance activities without disrupting the operational hours. Saas_NFR_172 The solution provider will assist the State in identifying root causes for all Solution interface related problems. Revised December 27, 2023 Page 44 of 145 ID # Non-Functional Requirement Description Comply Vendor’s Description of Compliance Saas_NFR_175 SaaS The solution provider will comply with Service Level Agreements for the solution as detailed in the contract. Saas_NFR_182 The solution must have clear and detailed technical documentation, including design and architecture documents, API specifications, and user manuals. Saas_NFR_183 The solution must support monitoring and logging of system events and errors to facilitate root cause analysis and troubleshooting. Saas_NFR_184 The solution must support automated analysis tools for identifying and reporting on issues such as code quality, security vulnerabilities, and performance bottlenecks. Saas_NFR_189 The solution must have clear and well-defined interfaces and APIs for testing and simulation purposes. Saas_NFR_197 The solution architecture will allow for transaction tracking and review throughout the system for auditing, error diagnosis, and performance management purposes. Saas_NFR_205 Solutions will have the ability to generate administrative alerts and warnings when statistics indicate an impact or potential limits on solution component performance and availability. Revised December 27, 2023 Page 45 of 145 ID # Non-Functional Requirement Description Comply Vendor’s Description of Compliance Saas_NFR_208 Solutions will have the ability to find broken links or orphaned documents not associated to another object. Saas_NFR_209 Solutions will have the capability to track and report usage. Saas_NFR_214 Solutions Providers will provide a data dictionary and data model to the State. Saas_NFR_215 Solutions Providers will provide the required system permissions, documentation and training that describes the procedures for Solution administrators to add, update or inactivate user IDs and passwords. Saas_NFR_219 Solutions will have the ability for an administrator to create and maintain retention schedules as defined by VSARA. Saas_NFR_222 Solutions will ensure version control of documents as they are changed or modified. Saas_NFR_223 Solutions will have the ability to automate, based on rules or context, the creation of indexing, meta data and overall taxonomy. Saas_NFR_226 Solutions will assist the State in developing procedures to ensure that specified data is archived and protected from loss, unauthorized access, or destruction. Revised December 27, 2023 Page 46 of 145 ID # Non-Functional Requirement Description Comply Vendor’s Description of Compliance Saas_NFR_284 Solutions will support reporting requirements either natively or integrate with other reporting tools to provide reporting such as PowerBI. Saas_NFR_285 Solutions will provide context sensitive help and extensive documentation. Saas_NFR_286 Solutions will provide the capability to identify and apply a rule change appropriately to existing cases. Saas_NFR_287 Solutions must have the capability to assist in making decisions that involve multiple steps or stages. This may involve providing tools or functionality to help with tasks such as gathering and analyzing data, comparing options, and evaluating trade-offs. The solution should also be able to handle complex decision- making processes that involve multiple criteria, factors, and stakeholders. Saas_NFR_289 Solutions will permit all users (dependent on role-based security and access rights) to have current and up- to-date information regarding a client's information when connected to solutions, given the operational and technical constraints of the data source(s). The data displayed will be time-stamped to reflect the currency of the data. Revised December 27, 2023 Page 47 of 145 ID # Non-Functional Requirement Description Comply Vendor’s Description of Compliance Saas_NFR_290 The State of Vermont (SOV) will access applications through a URL entered in a web browser. Saas_NFR_291 Solutions will provide access to standardized reporting, ad hoc queries, and data visualization. Saas_NFR_292 Solutions will provide reports to users in online and offline formats, e.g., web, email, SMS, fax, and hard copy paper. Saas_NFR_293 The application should be able to associate effective dates with every program and rule in the rules engine, allowing for efficient tracking and management of changes to the system over time Saas_NFR_294 Solutions will provide the ability to maintain and display the history of each rule change in the rules engine. Saas_NFR_297 Solutions will provide index-based search capabilities. Saas_NFR_299 The solution should be designed to provide secure, scalable, and accessible storage and retrieval of policy and procedures documents, allowing users to quickly and easily find and access the information they need. The application should have robust search capabilities, support version control, and enable collaboration among multiple stakeholders. Revised December 27, 2023 Page 48 of 145 ID # Non-Functional Requirement Description Comply Vendor’s Description of Compliance Saas_NFR_300 Service Providers will develop a user guide that can be accessed online. Saas_NFR_301 Solutions will provide the ability to store electronic forms (solution generated or 3rd-party generated forms). Saas_NFR_304 The solution should conform to the web accessibility guidelines specified by the W3C level 2 accessibility guidelines, ensuring that the application is accessible to users with disabilities. The system should meet the standards outlined in the guidelines to provide an inclusive and user-friendly experience for all users, regardless of their abilities. The application should be designed to accommodate a wide range of assistive technologies and should be tested to ensure compliance with accessibility guidelines Saas_NFR_305 Solutions will adhere to all Federal and Vermont accessibility requirements, or their successors: Section 508 of the Rehabilitation Act, section 1194.22 of the Code of Federal Regulations, web-based intranet and internet information and applications. Revised December 27, 2023 Page 49 of 145 ID # Non-Functional Requirement Description Comply Vendor’s Description of Compliance Saas_NFR_306 Information will be provided to applicants and enrollees in plain language and in a manner that is accessible and timely. Individuals living with disabilities including accessible web sites and the provision of auxiliary aids and services at no cost to the individual in accordance with the Americans with Disabilities Act and sections 504 / 508 of the Rehabilitation Act. Individuals who are limited English proficient through the provision of language services at no cost to the individual, including oral interpretation, written translations. Taglines in non-English languages indicating the availability of language services. Saas_NFR_308 Solutions will provide the ability for user to create and customize reports, queries, and dashboards. Saas_NFR_309 Solutions will notify and distribute reports based on user specified criteria. Saas_NFR_310 Solutions will roll-up (summarize data) and drill-down (view details) in reports online. Saas_NFR_311 Solutions may schedule the generation of reports at specific times based upon user's option. Revised December 27, 2023 Page 50 of 145 ID # Non-Functional Requirement Description Comply Vendor’s Description of Compliance Saas_NFR_312 Solutions will generate ad-hoc and standard reports in real time, as well as historical for incoming and outgoing contacts. Saas_NFR_314 Solutions will allow for user analytics to be captured and reported. Saas_NFR_315 Solutions will provide time-based content expiration and version management capabilities. Saas_NFR_316 Solutions will provide support for full text search. Saas_NFR_319 Solutions will provide the capability for archived documents to be retrieved and re-indexed. Saas_NFR_320 Solutions will enable indexing and searching of documents. Saas_NFR_321 Solutions will enable central workflow alerts and transactional status. Solutions will centralize pending work items for the user as in a work queue. Saas_NFR_322 The system should provide the ability to create, customize and interact with he system should provide the ability to create, customize and interact with multi-dimensional views and tables, enabling users to explore data and gain insights into complex relationships between various dimensions.