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					HHSC Medicaid Disease Management RFP                                       RFP No. 529-03-298



7         Implementation Phase/Scope of Work

7.1       Introduction

          This Section presents the scope of work for the Implementation Phase of the Contract
          resulting from this procurement. Implementation is defined as those activities that must
          take place once the vendor has received notification by HHSC of HHSC Commissioner’s
          approval of vendor selection and the beginning of operations.


7.1.1    The Health Insurance Portability and Accountability Act of
         1996, Public Law 104-191 (HIPAA) Compliance

          The Vendor selected as a result of this procurement must ensure that vendor’s operations
          and the proposed system and business proposals, to include files or data transferred from
          the Vendor’s internal system, comply with the requirements of the Health Insurance
          Portability Accountability Act of 1996 (Public Law 104-191) known as HIPAA. Prior to
          final Contract award, this analysis will be completed and a plan developed to comply with
          published HIPAA requirements.


7.1.2     Vendor Equipment Requirements

          The Vendor selected as a result of this procurement is responsible for providing hardware,
          software, and communications links for Vendor staff to meet the requirements set forth in
          this RFP or described in the vendor’s proposal.


7.2       Project Management Requirements

          The State will establish a project management team to closely monitor the timely and
          acceptable performance of the Implementation Phase tasks.


7.2.1    Implementation Phase Schedule

          The Implementation Phase is expected to begin following HHSC Commissioner’s approval
          of successful vendor selection The anticipated start date for the Implementation Phase is
          October 18, 2003. A proposed list of key dates and critical activities is shown in Table 1.
          The selected Vendor will further define the schedule for this phase in its proposed and final
          work plan.

          The Implementation Phase must be completed no later than one day prior to the
          Operational Start Date. It is anticipated that the Operational Start Date will be

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HHSC Medicaid Disease Management RFP                                     RFP No. 529-03-298

          January 17, 2004. The operations start date is a key date and will be subject to
          damages, as specified in this RFP. The state will consider reimbursing a
          percentage of vendor transitional start-up costs if there is a documented or
          demonstrated need (See Appendix 3).



                                                  Table 1

                              Proposed Critical Activities and Key Dates

              Vendor(s) Start of Work                    October 18, 2003

              Submittal of Work Plan for                 October 25, 2003
              Implementation Phase

              Approval of Work Plan including Back-      November 5, 2003
              up and Disaster Recovery plan

              Operational Readiness Assessment            December 17, 2003
              Begins

              Start of Vendor Operations                 January 17, 2004



          The State will actively monitor implementation activities during this phase of the
          Contract. Monitoring activities will focus on progress made compared to the
          Vendor’s work plan, quality of Deliverables submitted, and the State’s assessment
          of the Vendor’s readiness to begin operations.

          Please note that the Operational Readiness Assessment noted in Table 1 refers to
          the execution of the Vendor’s Operational Readiness Assessment Plan. The State
          will be performing periodic objective assessments throughout the Transition Phase.

7.2.2    General State Responsibilities

          Specific responsibilities for State personnel are defined under each of the Implementation
          Phase tasks. There are a number of general activities that will extend across every task.
          HHSC reserves the right to waive the review and approval of Vendor work products or
          processes. In addition, HHSC approval of Vendor work product or processes will not
          relieve the Vendor of liability for errors and omissions in the work product or processes.
          General State responsibilities for the Implementation Phase include the following:

          •     Assist the Vendor in dealing with the user community, external agencies, and current
                Medicaid contractors, including the current Claims and PCCM contractors.

          •     Perform overall monitoring and management overview of the program to ensure


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HHSC Medicaid Disease Management RFP                                      RFP No. 529-03-298

               timely progress and satisfactory completion of tasks and activities.

          •    Review and approve the proposed format, content, and distribution of Deliverables
               prior to the Vendor preparing Deliverable drafts.

          •    Review Vendor Deliverables and submit written comments to the Vendor indicating
               State approval or conditions for modifications to gain State approval.

          •    Research and respond to Vendor questions or requests for information to promote a
               smooth transition.

          •    Review weekly written status reports and work plan/task schedule updates.

          •    Monitor progress toward achievement of performance indicators and key dates.

          •    Provide notice to the Vendor of inadequate performance; request, review, and
               approve plans for corrective action.

          •    Evaluate the Vendor’s progress through interim readiness reviews or assessments
               throughout the Implementation Phase.


7.2.3    General Vendor Responsibilities

          In general, the Vendor has overall responsibility for the timely and successful completion
          of each of the Implementation Phase tasks. In addition, the Vendor is responsible for
          clearly specifying and requesting information needed from the State in a manner that does
          not delay the schedule or work to be performed. General requirements for Vendor
          reporting and for obtaining State approvals include the following:

          •    Create comprehensive plans, with state approval, prior to undertaking all facets of the
               development and implementation of the Disease Management contract. Plans should
               include information technology systems to be used including Back-up and Recovery
               Plan. The Vendor is encouraged to recommend additional plans and tasks to the state
               for approval.

          •    Submit a narrative that provides an overview of the Disease Management Model and
               approach that will result in an orderly implementation and provision of Medicaid
               Disease Management responsibilities. It must encompass all activities necessary to
               assume the responsibilities as the Medicaid Disease Management for each disease
               state proposed.

          •    Finalize the detailed work plan and schedule to incorporate the results of Phase I.
               The work plan will be logical in sequence of events including appropriate review
               time by the state and sufficient detail for review.

          •    Submit a written report of program progress to the state weekly. The progress report
               must specify accomplishments during the report period in a task-by-task format,
               whether the planning tasks are being performed on schedule and any administrative
               problems encountered.


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          •     Obtain written approval from the State of all deliverables.

7.2.3.1   Vendor Responsibilities

7.2.3.1.1 Key Personnel

          Vendors must designate key personnel. Key Personnel must be 100% allocated to this
          Contract. The Vendor must provide the State within ten-business days written notice prior
          to making any changes in key personnel (other than for terminations and resignations). The
          Vendor may not make any permanent or temporary changes in key staff without the State’s
          prior written approval. The Vendor will supply the State with an updated Organization
          Chart and Staffing Plan identifying each of the staff on a quarterly basis and whenever a
          key person is replaced.

          During the course of the Contract, the State reserves the right to require replacement of Key
          Personnel or any Vendor employee or Subcontractor employee found unacceptable to the
          State. The individual must be removed within two calendar weeks of the request for
          removal and replaced within 30 calendar days after the position is vacated.

          Replacement of any Key Personnel, including those who have terminated employment, will
          be with personnel of equal or greater ability and qualifications and will be subject to
          approval by the State. Replacement of Key Personnel removed for any reason will take
          place within 30 calendar days of the removal, unless a longer period is approved by the
          State. The Vendor will use its best effort to replace any Key Personnel. In all cases,
          positions that remain vacant longer than 30 days may, at the discretion of the State, be
          subject to a rebate. Resumes and references for replacement Key Personnel will be
          submitted for State review prior to making a job offer and no later than 15 business days
          from notification of a resignation or request for removal or within a time frame agreed to
          by the State. The State reserves the right to approve any Vendor staff and replacement
          staff.

          Key Personnel assigned to this Contract are not permitted to manage, oversee, or participate
          in other projects, contracts, etc. Any redirection of personnel to perform functions other
          than the responsibilities of their current position, either temporarily or permanently, will
          require prior approval of the State. Key personnel is defined as a core staff experienced in
          systems, operations, and policies and procedures necessary for overall project management,
          overall systems management, and others as defined by the vendor and agreed upon by the
          state during contract negotiations.

          The State must be notified within one business day upon the termination or resignation of
          any Key staff working on this Contract. Key personnel commitments made by the Vendor
          will not be changed without prior written notice to the State unless due to the resignation,
          death, termination, or military recall of any named individual.


7.2.3.1.2 Quality Management

          The State is committed to establishing and operating a high quality Medicaid
          program. The Medicaid programs are committed to providing the best service


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HHSC Medicaid Disease Management RFP                                 RFP No. 529-03-298

          possible to the programs’ stakeholders - the State, providers, and recipients. The
          Vendor will commit to support the State to ensure a continuous focus on the
          delivery of quality systems and services.

          The Vendor will develop a comprehensive, continuous, and measurable Quality
          Assurance Program for the Medicaid Disease Management Program. This program
          will embody the Vendor’s endorsement of the fundamental importance of quality by
          promoting, reinforcing, and acknowledging quality management in all Vendor
          activities. The program will include strategies, processes, and procedures to
          promote quality throughout the Vendor’s operations and will include procedures to
          periodically measure and report quality performance to the State. The plan will be
          developed on an annual basis and delivered to the State by the seventh calendar day
          of the month after the start of each state fiscal year.

          The Vendor will prepare a plan that documents its quality assurance program.
          Items that must be addressed in the quality management plan include:

          •    Description of the Vendor’s internal controls for review of key deliverables
               before they are submitted to the State.

          •    Detailed discussion of the Vendor’s approach to program management that
               will ensure on-time and accurate completion of all regular and ad hoc tasks.

          •    Detailed discussion of the Vendor’s approach to program management to
               ensure a proactive approach to anticipating, identifying, and resolving
               problems before they occur and to taking advantage of opportunities to
               increase efficiencies, effectiveness, or customer service.

          •    Overall approach to communications with the State that will result in a clear
               understanding by key parties of the status of operations and any issues that
               arise.

          •    Detailed discussion of the Vendor’s approach within its organization to ensure
               effective internal communication and coordination and absolute compliance
               with Contract requirements.

          •    Process for sampling the work performed by the Vendor’s and subcontractor
               staff to ensure that products and services are accurate and consistent with
               State and Federal policy. Examples of sampling include provider relations,
               call center operations, and customer services.

          •    Process to correct problems identified during the quality monitoring process.

          •    Description of a coordinated approach to problem identification and resolution
               that includes coordination among Vendor and subcontractor staff and between
               Vendor and State staff.



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          •    Description of processes and procedures that will be implemented to ensure
               the cooperation and coordination of activities and operations with other
               Medicaid Vendors and state agencies.

          •    Description of the processes and procedures that will be implemented to
               ensure quality and accuracy.

7.2.3.1.3 Operations Assessment

          Quality management must encompass a proactive approach to analyzing and
          assessing the quality and accuracy of program operations. The Vendor will
          develop, implement, and maintain procedures to assess and analyze the quality and
          accuracy of its performance of day-to-day operations responsibilities. General
          operations assessment activities must include:

          •    Reviewing monthly samples of documents and interventions completed by the
               Vendor to ensure that information is processed accurately and in accordance
               with approved policies and procedures.

          •    Determining the accuracy of system reports.

          •    Monitoring customer service activities to ensure service is being provided
               courteously, timely, and accurately. Customer service activities include
               responding to and answering telephone inquiries, responding to
               correspondence, producing timely provider and client communications
               information bulletins, and general contact with Medicaid program
               stakeholders.

          •    The Vendor will prepare and submit a monthly Operational Quality
               Assessment Report of its findings. The report will include an analysis of the
               impact of any inaccuracies found, a plan for correcting the problems, an
               implementation plan for the corrective measures, and the anticipated results of
               the corrective measures. The report must be approved by the State before any
               corrective measures are implemented. This report may be combined with the
               Monthly Status Report and is due the same date.

7.2.3.1.4 Customer Service

          Providing high-quality, timely, and responsive customer service is a major goal of
          the Medicaid programs. The Vendor must commit to attaining this goal through the
          continuous monitoring and improvement of its customer service policies and
          procedures. This commitment to customer service must enter every aspect of
          service delivery by the Vendor.

          During the Implementation Phase of the Contract, the Vendor will submit a


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HHSC Medicaid Disease Management RFP                                  RFP No. 529-03-298

          Customer Service Plan for State approval to ensure that customer service is a
          priority in all of its operations and for all of its employees. This plan must be
          updated and submitted for approval annually. The plan must detail how customer
          service performance will be promoted, measured, and reported. This report is due
          on or before the seventh calendar day of the month following the fiscal annual
          reporting period.

7.2.3.1.5 Documentation

          The Vendor must develop and maintain the documentation used to support the
          Vendor’s particular business functions. The Vendor will track and maintain all
          requests for changes to documents and all documentation updates forwarded to the
          State, confirming that the documentation changes have been approved and
          subjected to a quality assurance check prior to distribution to the State, and working
          with the State’s designated point of contact to manage and control the
          documentation distribution process.

          Documentation and documentation updates must be clear, concise, and easily
          referenced. All new documentation or modifications to existing documentation
          must be reviewed and approved by the State prior to distribution. Once approved,
          the Vendor must distribute the update to the appropriate customers within ten
          working days.

          The Vendor will maintain and update all documentation in accordance with State-
          defined criteria. The Vendor will provide and maintain a mechanism that will
          enable updates to documentation to be tracked easily. Selected documentation (e.g.,
          provider manuals) may be provided electronically and loaded to a Web page or
          other media deemed appropriate by the State. The Vendor will provide selected
          documents in an electronic format, as directed by the State. In addition, the Vendor
          must also provide hard copies of the documentation. Examples of documentation
          that must be maintained by the Vendor include:

          •    Client Education Material

          •    Training plans (e.g., provider, State staff).

          •    Operations procedures manuals.

          •    Disaster recovery or business resumption plans.

          •    Provider manuals and education material.

          All documentation created and maintained by the Vendor must be provided in hard
          copy and stored and available in an electronic format approved by the State.

          Electronic versions must be accessible to users on-line or through other methods as


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HHSC Medicaid Disease Management RFP                                  RFP No. 529-03-298

          approved by the State. The State will work with the Vendor to determine the most
          appropriate access method. Browse-and-search capabilities that permit users to
          easily locate specific information in the documentation are also required.

          All documentation developed by the Vendor on behalf of the State becomes the
          property of the State.

7.2.3.1.6 System Support Requirements

          The Vendor will ensure all hardware and software used to support operations under
          this RFP complies with all requirements associated with the Health Insurance
          Portability and Accountability Act (HIPAA), as amended.

          The Vendor must be capable of receiving Medicaid client and provider eligibility
          data from the State. In addition, the Vendor must demonstrate an ability to receive
          communication via electronic medium as well as phone and fax.
          The Contractor must develop and maintain a Joint Interface Plan that describes the
          various data interfaces required between Vendor and HHSC or administrative
          contractors as needed. (See Section 7)
          The Vendor must submit vouchers for payment of services to the State or its
          agent(s) in an electronic format that conforms to HIPAA requirements.

7.2.3.1.7 State Data Center

          The 2003 General Appropriations Act (H.B. 1, 78th Legislature), Article IX, Section
          9-6.23, requires all State agencies and institutions of higher learning to consider
          utilizing the State Data Center for testing disaster recovery plans, for disaster
          recovery services, and/or for data center operations.

          Vendors are requested to include in their proposals State Data Center disaster
          recovery services, disaster recovery testing, and data center operations available
          through the State of Texas Department of Information Resources
          @ http://www.dir.state.tx.us/wtdroc/index.htm.



          •    Note: If the vendor chooses not to include the State Data Center in its
               proposal, the proposal will still be considered. If the proposal is considered
               best value by the State, a waiver from the legislative provision will be
               requested by HHSC.

7.2.3.1.8 Physical Site Security

          •    The Vendor must develop a Physical Site Security Plan for the physical

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               security of the primary facility and each of its off-site facilities, including
               storage facilities. This plan must contain the security procedures to be
               implemented at each facility. Security procedures will limit access to the
               facilities. The plan will be submitted for review and approval to the State
               within 20 business days of Contract signing. The State reserves the right to
               perform physical security checks of the Vendor’s facilities at its discretion.

7.2.3.1.9 Data and Records Retention

          The Vendor will develop procedures, including schedules, to ensure that data maintained
          on the System or in other system/manual files to support operations is properly and
          routinely purged; archived; and protected from loss, unauthorized access, or destruction.
          Data purges must be accomplished in accordance with State directives. Purged data will be
          retained on a State-approved electronic storage medium and format and must be available
          to State staff.

          Data entered, maintained, or generated to meet the requirements of this RFP will be
          retained and accessible according to Federal requirement 42 CFR 431.17 and applicable
          State requirements.

          The Vendor will retain files and records in accordance with the HHSC Medicaid Records
          Retention and Disposition Schedule contained in the Procurement Library.

7.2.3.1.10 Compass 21/Vision 21

          The Vendor must perform all requirements within this RFP utilizing available interface
          files from the Claims Administrator and the Department of Human Services Vendor Drug
          Program. File layouts for available interface files from the Claims Administrator and
          Vendor Drug Program are available within the procurement library. Vendors should
          assume that Compass 21 will not be significantly modified to support proposed innovations
          or efficiencies.


7.2.3.2   Performance Indicators

          Operational Start Date is the date mutually agreed upon by the State and the Vendor and
          occurring no later than January 17, 2004.

          Due dates for achieving performance indicators leading up to the Operational Start Date
          will be mutually agreed upon by the State and the Vendor and finalized in the Vendor’s
          final work plan accepted by the State.

          Performance Indicators are listed for each Implementation Phase task. For purposes of this
          RFP, a performance indicator is defined as a checkpoint toward completion of the
          operations start date (the date mutually agreed upon by the State and the Vendor and
          occurring no later January 17, 2004. The dates for completion of performance indicators
          will be used as transition checkpoints for performance monitoring and assessment of the
          Vendor’s progress in working towards operational readiness.



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HHSC Medicaid Disease Management RFP                                      RFP No. 529-03-298

          The Vendor’s status reports will provide information on progress toward meeting
          performance indicator dates. Damages may be assessed for failure to meet a performance
          indicator or the operations start date.


7.2.3.3   Deliverables

          Project Deliverables will require written approval from the State. The Vendor will include
          a minimum of ten business days, per Deliverable, in the work plan for the State to review
          each major Deliverable and document the State’s findings. Based on the review findings,
          the State may approve the document or specify conditional approval with a request that
          revisions be made to the Deliverable. Deliverable-specific review periods and definition of
          major Deliverables will be finalized during the Start-Up and Planning task of the
          Implementation Phase.

          The Vendor will be required to facilitate the State’s review and approval process for the
          deliverables during the Implementation Phase.

7.2.3.4   Overall Implementation Performance Standard

          The contractor must be fully operational by January 17, 2004.

          If, for any reason, the Vendor does not fully meet the Operational Start Date and a contract
          amendment delaying this date of the processing requirements listed has not been approved,
          then the Vendor will be liable for costs incurred by the State to continue operations and to
          complete the implementation efforts.

          The Vendor will forfeit any claims to reimbursement of monthly expenses or operational
          payments for that month and each month thereafter until HHSC approves operational
          readiness.

7.2.3.5   Failure to Meet Overall Implementation Performance Standard

          If the Contractor does not meet the operational start date of January 17, 2004, the
          Contractor shall pay to HHSC liquidated damages in the amount of $5,000 per
          calendar day from January 17, 2004 until Contractor becomes fully operational.


7.3       Contract Start-Up and Planning

          The State and Vendor will work together during the initial Contract start-up phase to define
          project management and reporting standards, establish communication protocols between
          the State and the Vendor, and establish contacts within the provider community. Work
          teams, composed of State and Vendor representatives, will be established related to the
          development and coordination of Vendor activities.

7.3.1     Vendor Contract Start-up and Planning Responsibilities
          The Vendor will be responsible for developing a detailed written Implementation Work
          Plan and Schedule that will be used to monitor progress throughout the Implementation


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          Phase. The Vendor and State will work together during initial Contract start-up to establish
          a schedule for key activities and define expectations for the content and format of Contract
          Deliverables. The Implementation Work Plan and Schedule will present the separate
          activities for each Implementation Phase task and include:

          •     A logical sequence of tasks.

          •     A clear definition of each task.

          •     Staff required for each task.

          •     A specific completion date for each task.

          •     Task relationships and dependencies.

          During this task, the Vendor will work closely with the State to define project management
          and status reporting standards and establish communication protocols. The Vendor will
          also establish its local site for operations. The Vendor will be required to submit a facilities
          plan describing the site(s) and the location of Contract support activities and computer
          hardware.


7.3.1.1   Performance Indicators

          •     State approval of the comprehensive Implementation Work Plan and Schedule
                including Back-up and Recovery Plan for informational technology.

          •     State/Vendor weekly status meeting


7.3.1.2   Deliverables

          •     State-approved final Implementation Work Plan and Schedule.

          •     Weekly status reports and meeting minutes.

7.3.1.3   Performance Standard

          •     The contractor must provide by the mutually agreed to date, as finalized in the
                Contract Start-up and Planning phase, the deliverables listed in Section 7.3.1.2

7.3.1.4   Failure to Meet Performance Standard

          •     HHSC may assess liquidated damages in the amount of $100 per workday per
                deliverable for each day a deliverable is unavailable or unacceptable.


7.4       Operations Preparedness

          During the Operations Preparedness task, the Vendor will install and test all hardware,


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HHSC Medicaid Disease Management RFP                                      RFP No. 529-03-298

          software, and telecommunications required to support the Vendor. The Vendor will be
          responsible for providing host site connectivity hardware and software to interface with the
          State.

          The Vendor must clearly define and document the policies and procedures that will be
          followed to support day-to-day business activities, including coordination with other
          contractors. The Vendor’s must develop comprehensive training plans and conduct
          training sessions for Vendor, State, and other contractor staff to ensure that all parties
          understand the responsibilities and activities to be performed during operations. The
          Vendor will also be responsible for developing and documenting its approach to customer
          service and quality assurance.


7.4.1    State Responsibilities

          The State will:

          OPS-1     Identify a Project Implementation Team that will be charged with managing all
                    transition activities.

          OPS-2     Meet with Vendor to discuss and confirm expectations and requirements for
                    content and format of the task Deliverables.

          OPS-3     Communicate project progress to interested parties (e.g., Legislature) on a
                    periodic basis.

          OPS-4     Review and approve operational communications prepared by the Vendor.

          OPS-5     Assess the Vendor’s understanding of its responsibilities and the Vendor’s
                    capability to assume the functions required under the Contract.

          OPS-6     Review and approve operating procedures manuals defining relationships and
                    responsibilities of the Vendor and State personnel for Medicaid DM operations.

          OPS-7     Review and approve the Vendor’s Operations Implementation Plan.

          OPS-8     Review and approve the Vendor’s Coordination Plan.

          OPS-9     Review and approve Initial Annual Business Plan (See Section 8.3.4.1)


7.4.2     Vendor Responsibilities

          The Vendor must:

          OPC-1     Install and test all hardware, software, and telecommunication capabilities with a
                    report of test findings to the State.

          OPC-2     Test data extracts and direct data connections. Develop resolution procedures to
                    address problems identified during the test.


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          OPC-3     Meet with stakeholders on a monthly basis to discuss progress and provide a
                    progress report.

          OPC-4     Develop policies, procedures, manuals, and supporting documentation for the
                    vendor proposed approach to conducting operations and submit to the State for
                    review.

          OPC-5     Ensure that the Policies and Operating Procedures contain a table of contents to
                    facilitate locating required information.

          OPC-6     Prepare and submit a State and Contractor Staff Training Plan that details all the
                    activities that must be accomplished before the start of operations for training
                    relevant State Medicaid DM programs, procedures, protocols, and processes to
                    support day-to-day activities. At a minimum, the training plan will include:

                          An outline/agenda of each training session

                          A description of training materials.

                          Examples of training materials.

                          Plans for coordinating training activities between the Medicaid contractors
                          as needed.

                          Plans for remedial and ongoing training during operations.

          OPC-7     Hire and train staff to assume the operations responsibilities in the contracted
                    scope of work.

          OPC-8     Conduct orientation and training for State personnel on Vendor organization,
                    functional responsibilities, and operational procedures.

          OPC-9     Prepare an Operations Implementation Plan.

          OPC-10 Prepare a Quality Management Plan and submit it for State review and approval.

          OPC-11 Prepare a Customer Service Plan and submit for state review and approval.

          OPC-12 Prepare the Vendor’s Initial Annual Business Plan and submit it for State review
                 and approval.

          OPC-12 Develop, and submit for State review and approval, disaster recovery, data
                 security, and physical plant security procedures.

          OPC-13 Provide test data to all interfaces.

          OPC-14 Prepare, and submit to the State for review, a Business Resumption Plan that
                 details the Vendor’s approach to reestablishing operations in the event of a
                 catastrophe.




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   7.4.2.1    Performance Indicators

          •    Connectivity established and tested.

          •    State approval of Policies and Operating Procedures Manuals.

          •    State approval of Staff Training Plan.

          •    State approval of Operations Implementation Plan.

          •    State approval of Customer Service Plan.

          •    State approval of Quality Management Plan.

          •    State approval of Initial Annual Business Plan.

          •    State approval of Disaster Recovery Plan.

          •    State approval of Business Resumption Plan.

          •    State approval of Data Security and Physical Plan Security Plan.


   7.4.2.2    Deliverables

          •    Policies and Operating Procedures Manuals.

          •    Staff Training Plan.

          •    Operations Implementation Plan.

          •    Annual Customer Service Plan.

          •    Quality Management Plan.

          •    Initial Annual Business Plan.

          •    Provider Manuals.

          •    Provider Training Plan.

          •    Disaster Recovery Plan.

          •    Business Resumption Plan.

          •    Data security and physical plant security plan.

7.4.2.3   Performance Standard

          •    The contractor must provide by the approved dates in the vendor’s work-plan, the


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                  deliverables listed at Section 7.4.2.2.

  7.4.2.4   Failure to Meet Performance Standard

            •     HHSC may assess liquidated damages in the amount of $100 per working day if the
                  installation and connectivity testing is not completed, is unavailable, or unacceptable
                  by the vendor’s work-plan date.

            •     HHSC may assess liquidated damages in the amount of $50.00 per workday per
                  deliverable for each day all other deliverables listed in Section 7.4.2.2 are unavailable
                  or unacceptable.


7.5         Demonstration and Assessment of Operational
            Readiness

            The State will work with the Vendor to define the structure of the operational readiness
            assessment, including the schedule of activities and cycles. The Vendor will be responsible
            for participating in and defining the details of the Operational Readiness Assessment Plan
            for its service package and will be responsible for preparing and submitting its Operational
            Readiness Assessment Plan to the State for review and approval.

            During this task, the Vendor will demonstrate readiness to perform all contracted functions
            and contractual requirements, including manual processes. To support the operational
            readiness assessment, the Vendor will be expected to have all staff support services fully
            operational during the operational readiness assessment period. The Vendor must
            demonstrate that all System processes and staffed functions are ready to assume
            responsibilities for operations. The Vendor will be responsible for demonstrating physical
            plant security, data security, and fire/disaster prevention and recovery procedures.

            Periodic assessments will be performed before a formal operational readiness assessment is
            conducted by the State. The Vendor will prepare an operations contingency plan to address
            potential and probable issues or problems that could occur during the initial months of
            operations.




  7.5.1     State Responsibilities

            The State will:

            ORS-1       Conduct periodic walkthroughs and periodic assessments to monitor progress
                        of the Vendor.

            ORS-2       Meet with the Vendor to define the structure of the Operational Readiness
                        Assessment Plan and develop the operational readiness assessment schedule.


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HHSC Medicaid Disease Management RFP                                      RFP No. 529-03-298

          ORS-3     Review and approve the Operational Readiness Assessment Plan.

          ORS-4     Coordinate scheduled assessment activities between the Vendor and other
                    contractors/State Agencies.

          ORS-5     Evaluate the Vendor during the execution of the operational readiness
                    assessment.

          ORS-6     Review and approve the Operations Contingency Plan.

          ORS-7     Evaluate the Vendor during the execution of the operational readiness
                    assessment.

          ORS-8     Document performance problems or software deficiencies identified during the
                    assessment.

          ORS-9     Monitor Vendor response and resolution of problems or deficiencies.


7.5.2    Vendor Responsibilities

          The Vendor must:

          ORC-1     Participate in periodic walkthroughs and assessments conducted by the State.

          ORC-2     Participate in meetings with the State, providers, and external entities to define
                    the details of the operational readiness assessment and develop the assessment
                    schedule.

          ORC-3     Prepare the Operational Readiness Assessment Plan.

          ORC-4     Conduct training sessions for individuals designated by the State.

          ORC-5     Sufficiently staff operational functions for the entire operational readiness
                    assessment period.

          ORC-6     Demonstrate phone systems.

          ORC-7     Demonstrate that staff is trained, connectivity            is   established,   and
                    communications procedures are in place.

          ORC-8     Perform System processing activities during the operational readiness
                    assessment as they would be performed during the Operations Phase of the
                    Contract.

          ORC-9     Document the results of the operational readiness assessment and submit to the
                    State for review and approval. The Vendor will discuss outstanding problems
                    and how and when the Vendor plans to address and resolve the outstanding
                    problems.

          ORC-10    Maintain the operational readiness test software and files as directed and


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HHSC Medicaid Disease Management RFP                                       RFP No. 529-03-298

                     approved by the State.

          ORC-11     Execute operational readiness test cycles to include all external data interfaces.

          ORC-12     Prepare the Operations Contingency Plan


7.5.2.1   Performance Indicators

          •    State approval of the Operational Readiness Assessment Plan.

          •    State approval of the Operational Readiness Assessment Results.

          •    State approval of the Operations Contingency Plan.


7.5.2.2   Deliverables

          •    Operational Readiness Assessment Plan including the assessment schedule.

          •    Operational Readiness Assessment Results.

          •    Operations Contingency Plan.



7.5.2.3   Performance Standard

          •    The contractor must provide, by the approved date(s) in the vendor’s work-plan, the
               deliverables listed in Section 7.5.2.2



7.5.2.4   Failure to Meet Performance Standard

          •    HHSC may assess liquidated damages in the amount of $100 per work day if the
               Operational Readiness Assessment Plan and the results of the operational assessment
               is not completed, is unavailable, or unacceptable by the Vendor Work Plan date.

          •    HHSC may assess liquidated damages in the amount of $50 per workday per
               deliverable for each day all other deliverables listed at Section 7.5.2.2 are unavailable
               or unacceptable.




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DOCUMENT INFO
Description: Written Work Plan for Vendor of Business document sample