rfp number: 1020 date: 01/13/2021

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Questions & Answers

1. Does MHP have a DevOps Tool set or DevOps pipeline already in place? If so what tools do they use? MS DevOps.

2. What automation testing tools does MHP currently have procured? Visual Studio, Zeenyx Automation Testing, PostMan

3. Does MHP have any future state architecture diagrams available? We are aware you are looking for assistance through discovery on finalization but wondering if anything has been started. No

4. For the reporting needs would the Power BI (Einstein, Tableau etc.) be used or does one exist already? Yes

5. For site analytics does MHP use any 3rd party tools currently (ie. Google analytics etc.) Google Analytics

6. What is the existing billing and payment system? Just confirming that the scope does include payment processing? Currently leveraging Chase PayConnexion & Chase Orbital

7. Can you share where the below information resides from the architecture diagram that was provided in regards to source of truth: Care Plans – DCMS (Internally Developed) Incentives - NA Payment Details – Inbound Member and state payment: Medibill; Outbound/Providers: PowerSTEPP Lab Results – DWH/SQL dB PCP selection - PowerSTEPP Member Data - PowerSTEPP

8. V., Section 2, 6.a. The RFP states: 6. Ability to download, complete, e-submit and print forms (multiple

language): Please provide the list of languages that forms must be provided in. The Medicaid Contract requirement states we must make available written outreach/advertising materials and other informational materials (e.g., member handbooks) in a language other than English whenever at least five percent (5%) of the Prospective Enrollees of the Contractor in any county of the service area speak that particular language and do not speak English as a first language. The above requirement is also true for Medicare. (However we only produce Handbooks and notices for this population in English/Spanish and Chinese and if a member requests an alternate language we request COMM to order it from the translator) The Fed Reg requires at least making the languages below available upon request, so while they may not all meet the 5% threshold in our service areas we routinely translate materials in these languages: English Spanish Chinese Haitian Creole

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Russian Urdu Bengali Arabic Italian

9. VIII.A. RFP Process states the response shall be submitted by email to the person designated on the first page of the RFP, while the Proposal Package Checklist states that a flash drive/USB and forms shall be submitted to the person designated on the first page of the RFP. Question - Please confirm that an email-only submission is acceptable. Confirming email only submission is acceptable.

10. What technology is MetroPlus using for the NYS DOH Exchange? BizTalk to process 834 and .NET application.

11) It appears that you use Cactus for credentialing. Are you also interested in pursuing options for the

following provider services?

o Recruitment

o Contracting

o Onboarding

o Self-Service

o Adequacy Parameters

Possibly depending on gaps between cactus and the solution

12) What types of marketing campaigns are you pursuing?

o Member

o Provider

Currently only member and prospects

13) Can you provide additional detail related to the incentive commissions requirement? For example:

o Is this tool solely for brokers or does it include internal associates? YES – Future for brokers

o How complex is their incentive plan? Custom Incentive plan TBD

o Will Salesforce need to calculate commissions? Yes

o Will the commission calculations need to include an approval process? Yes

o Will the commission totals need to be shared with accounts payable or finance? Yes

o Will Salesforce need to track broker appointments, licensure & compliance with Continuing

Education requirements to render brokers eligible for commission payment? Yes

o Will a document containing commission payment details be needed to provide the broker? Yes

14) Are you looking for the system to automatically create the SBC or be able to view the SBCs from a

separate portal? (See page 16, 2d) Yes

o If looking for a system to create SBCs, are you also intending the ability for them to be translated

as well or is that just “on demand”? Translated

15. Please provide the order firm list procured from Salesforce and Vlocity.

This was shared as Addenda 1

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16. Please describe the process for attracting new members and enrolling them in the MPH suite of products.

Please provide the personas for each major step in that process.

We promote our products and services through various forms of advertising. Some of the methods

include:

• Digital

• Social

• Direct To Consumer

• Radio Spots

• Print Ads

• Television Ads

• Email Blast

• Text Campaigns

• Geo Targeting/Fencing

• Mailings (Purchased and

through third parties)

• Digital Displays

• Billboard Placement

• Bus Shelter Ads

• Train/Bus Ads

• Event Sponsorships

Channels To Receive Leads/Referrals

• Leads and Referrals that come through our dedicated Sales ACD Line

• Leads and Referrals that come through our “Contact Us Form” on our Website

• Leads and Referrals come as a result of someone visiting our “Virtual Office” on our Website

• Enrollment are generated as a result of a consumer completing an “Off-Exchange” enrollment

application on our website

• Leads and Referrals for consumers that are referred to the Sales Department from the MetroPlus

Customer Services Department through a Service Form or Action Gram originating in MACESS and

populating as a Lead in MarketPlus

• MFE/ESR direct consumer interaction in field based venues (hospitals, community offices, medical

centers, city agencies, RVs, events, health fairs, etc.)

• Telephonic (non face-to-face) enrollments conducted by MFEs in remote work environments

Enrollment Systems/Tools

• For CHP/EP/MMC/QHP/SNP – We use the “NYSOH MarketPlace Portal” to conduct the actual

enrollment and the MetroPlus “MarketPlus” system to document the enrollment encounter.

Documents are uploaded to the NYSOH using MetroPlus issued “scanners”.

• For Medicare and MLTC – We have a Medicare “Electronic Application” inside the “MarketPlus”

System. Once completed, the application populates into “Market Prominence”. As for the MLTC

LOB, the completed electronic application is emails to the Sales Department Administrative

Assistant for a Quality Review. Once the electronic application has been Qaed by the Sales Admin.

Assistant it is forwarded to the MLTC Olperations Department via email to be reviewed and data

enterted into MEMS.

• Note All enrollment activity from the Sales Reps are logged into MarketPlus to capture the work

done by the Medicare/MLTC ESRs.

• For Gold and Gold Care 1&2 the City Employee completes the enrollment process through the City

Agencies “Employee Self Service Portal”

• Off-Exchange QHP Applications are initiated through an application on our website by the

consumer. A SAE reviews the submission for accuracy and QA. The ESR data enters a record of the

application in MarketPlus to capture enrollment activity.

17. Is there a projected timeline, prioritization or sequence of events to roll out the implementation?

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6 to 12 Months or earlier

18. To help us more accurately project the level of effort and scope, would you please provide a list of your

current applications/platforms in use today and indicate which ones you want replaced by the new

comprehensive solution? Also, please provide the current method for extracting data from each of these

systems (e.g., CSV files or other methods).

CSV, standard x.12 EDI and API

SQL Server/.Net

AS/400 Cobol/DB2

19. Are any of these systems currently integrated with MuleSoft?

No

20. Will all integrations travel through Mulesoft or will other integration protocols be required, e.g.,

integration with an Operational Data Store?

As much as possible – Will require SI input on design

21. Is there a definition of the “regulatory requirements” for a mobile application?

HIPAA Compliant and meet NYSDFS Cyber and PCI security framework.

22. Does the search for other coverage include those coverages outside the MPH suite of products? If so,

what systems will provide that information?

MetroPlus Sales Reps only assist consumers with products we offer. Consumers not meeting the

eligibility requirements (for example they are undocumented) we may assist them with obtaining

“Emergency Medicaid” through the NYSOH or refer them to H+H for enrollment in NYC Cares.

On some occasions we may guide someone on how to apply for programs such as; SSI, Medicare

Savings Plans (MSP), EPIC, Low Income Subsidy (LIS), ADAP, etc. in order for them to eventually qualify

for programs such as MetroPlus Medicare Advantage or MetroPlus HIV-SNP.

To search consumers eligibility and/or to retrieve enrollment documents we sometimes use outside

systems such as; MARX, EPACES, Market Prominence, EPIC, Workers Connect, etc.

In all scenarios above we would be assisting the consumer reach the various Website for these services.

23. How many call centers do you have? How many representatives? How many total users do you see on

the new platform? How many calls does your call center answer each month?

See answers in #24.

24. What are the critical measures you monitor in your call center? For example:

o Call resolution rates

o Call completion times

o Call handle times

o Call deflection rates

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o Agent utilization

o Speed to answer

o Drop call rates

o Missed appointment rates

o RCS collection metrics

o Post call wrap times

o New agent onboarding times

MetroPlus Metrics and KPI’s

1) Current FTE Count: a. 1250 (approximately 750 are ultimately scoped across all contact centers)

2) Number of call centers: a. 13 total contact centers

3) Current employee training time (in weeks): a. ~ 3 to 4 Weeks

4) # of calls per year: a. 1.4M/annual

5) Average handle time: a. 5:53

6) Other critical KPI’s being tracked today within the contact center: a. Average Speed of Answer (ASA/ 30 sec) b. Service level (calls answered within ASA) c. Call Abandonment Rate (No greater than 5%) d. Average Handle Time e. Average Talk Time f. Average Hold Time g. Percentage of Calls Placed on Hold

Looking to better capture:

a. First call Resolution b. Wrap-up efficiency and times c. Customer Satisfaction

Channels 1) Email:

a. We do not receive direct emails, except for minimal complaints correspondence. Thought our portal, we do process messages (600-800 monthly).

2) Average handle time for emails: a. Unable to track at this time

3) # of chats per year: a. Just kicking off capability. Using Oracle RightNow Cloud

4) Average handle time for chats: a. Unknown at this time

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5) Other critical channels being leveraged by contact center agents? a. Phone, Chat and Txt (3rd Party)

Technology & Integrations

1) Telephony system: a. Cisco Unified Communication Manager, UCCX Call center, Cisco Finesse

2) IVR 3) Other critical enterprise systems that would require integration into Contact

Center besides PowerSTEPP: a. CareConnect (Hosted), Macess DocMgt/CRM, reward portal (Finity) b. Internally developed: DCMS, CSI, Marketplus, DenApp, others

4) Other critical enterprise systems that would be beneficial to integrate into Contact Center (Member facing systems):

a. OnBase Document Mgt, Macess, Website, Tableau, PowerBI, Cognos, etc. 5) Workflow, automation, or robotic automation technology today:

a. SS&C AWS, ServiceNow. Specialized use: SharePoint, MS Flow, TSA (in-house), Zeenyx AscentialTest (QA Team)

25. How will MPH communicate with providers and members: email, text, phone, others?

All potentially + Fax

26. You reference NCQA requirements. Are you referring to all requirements such as:

o Quality improvement.

o Population health management.

o Network management.

o Utilization management.

o Credentialing and recredentialing.

o Members' rights and responsibilities.

o Member connections.

o Medicaid benefits and services.

Yes, to all the above

27. What specific CMS and Federal regulatory requirements need to be achieved?

HIPAA Compliant and meet NYSDFS Cyber and PCI security framework

28. Please describe the process required for claims disputes.

Call, Appeal in writing/Fax/Mail

29. What type of real-time data is required for authorization information?

Display Auth status

30. How many forms will be required to support the member portal requirements?

TBD

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31. What are the document storage and management processes?

TBD based on industry solutions and best practices.

32. Is Survey Monkey the tool of choice for surveys or does MHP expect a different solution?

Would like to leverage Salesforce survey module where possible.

33. Please describe the process to determining member incentives (e.g., systems, calculations, data).

Reward portal

34. Please describe the current composition of care plans and disease management systems. Also, which

systems (other than Salesforce) will need to provide data to Salesforce to support the planned care plans

and disease management programs?

Provided in the application architecture

35. Is there a current payment application in use? If so, will the solution integrate with this application? If

not, is a recommended payment application expected to be included in the proposed solution?

Chase PayConnexion and Chase Orbital and MediBill, PowerSTEPP for Provider Payments.

36. Is there an existing commission calculation tool that can be used to support the MHP requirements? Will

a calculation tool need to be built in Salesforce?

None exists today, Salesforce is the preference.

37. Is the existence of an AI tool to support next best actions part of this project?

Yes

38. When selling renewals, are you looking for cross selling or upselling opportunities to be displayed in the

new solution?

Yes. This would be a great opportunity to ask for and request lead generation, add on additional family

members that may not be enrolled, invite to an upcoming event or sales seminar, etc. In addition, it is

an opportunity to promote; Rewards Program, Portal Account Registration, MetroPlus Mobil

Application, Chase On-Line Bill Payment Options, etc.

39. Which of the following Change Management activities are included in the scope of this RFP?

All of the following:

o Change Readiness Assessment

o Communication plan development and execution

o Adoption Measurement

o Stakeholder Analysis and coaching for all stakeholders

o Training delivery

40. What are the different external systems that we need to integrate with? Do these systems support real-time REST API endpoints? We’d look to leverage REST APIs wherever possible.

41. Who are the different personas / key users accessing the system? Ex: Provider, Internal Case Management Team, Internal Benefit Configuration Team, Brokers, Members etc.

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Key Users

• MarketPlace Facilitated Enrollers (MetroPlus Sales Reps – MMC/CHP/EP/SNP/QHP LOBs)

• Enrollment Sales Representatives (MetroPlus Captive Medicare & MLTC Reps)

• Sales Account Executives (MetroPlus SHOP & Off-Exchange LOBs)

• Sales Account Representatives (MetroPlus Reps – Gold & Gold Care 1&2 LOBs)

• Associate Directors (Regional Managers)

• Assistant Directors (Regional Supervisors)

• Director of Sales

• Director of Medicare Sales

• Chief Growth Officer

• Brokers (External)

• Broker Manager

• Recovery Unit

• Growth Division Executive & Administrative Assistants

• Growth Division Business Analyst

• Growth Division Director of Internal Operations

• Director of Transportation

42. Can you list your reporting requirements? What are the existing reports that you generate today? Over 1K reports are currently generated.

43. Is provider Bulletin being just an external link? What technology is used for building your existing

provider bulletin? Ex: Sitecore, AEM etc.

Provider Bulletins are available on the current portal – we utilize the function to inform providers of

updates and changes.

On the Web - We utilize news and communication.

44. Does your provider bulletin have any reporting ability to track read receipt per user? Or does this need to

be tracked in Salesforce? Yes

45. For the requirement around “Form Selection and Submission via the portal” what are the various forms

that are part of the scope of this project? Also, can you share the total no. Of forms and the complexity involved? TBD

46. Are all members stored in Salesforce? Where are your member’s data stored today?

Membership is stored in PowerSTEPP

47. Where are the Prior Auth requests submitted today? Are we planning to sunset the existing system?

CareConnect hosts all auths, Provider portal delivers prior auths. Only the portal will be sunset.

48. Will Salesforce be the source of truth for the new prior authorizations?

Eventually…perhaps later phase

49. What is the source system for Claims? Does the current Claims system support real-time integration

with the REST API endpoints? SS&C PowerSTEPP, with limited APIs

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50. Are there any requirements to generate reports for data that is not stored in Salesforce? If so, can you list those reports? Yes, data will be furnished via Claims and Adjudication engine, DWH, MACESS, other internally

developed application dBs.

51. How are P4P and P2P information tracked today? Will Salesforce be the source of truth going forward

for this information? Would like to maintain this data in Salesforce.

52. Can you share a sample of your grievance and appeals form?

Final IAD No AC

11-20-17.docx

Appeal Request

Form in Medicaid Model IAD Notice.docx

53. What are the different lines of business that are supported as part of this project??

All MetroPlus lines of business.

54. For the requirement around “Member Chat”, is there any existing chat tool that is used? Or are we

planning to use Salesforce chat? Currently using Oracle Chat, would move to Salesforce based on this engagement.

55. What are the different workflows that are supported as part of this project? Can you share

any documentations related to these workflows that exists as of today? This will require support to optimize workflows in the new environment.

56. How are Lab Results and Prescriptions are shared with your members today? What system are these

stored in? Does the current system have an ability to integrate and support REST API? We look to incorporate via APIs (where possible) with our lab and pharm data.

57. For Quote-To-Card: o Where are the plans stored today? How many total plans are available as of today? o Can you provide the rate sheets to calculate premium in CSV or XLS format? o What tool do you use to capture leads today? Do we need to load the existing leads into

Salesforce? Is there any functionality that we need to replicate in Salesforce that is not described in the RFP?

Salesforce will facilitate the development and repository of rates. Full quote to card life cycle does not

exist today.

MarketPlus (internally developed application) supports leads for Sales.

58. Is Member Enrollment part of the scope for this project?

Yes, Quote to Card is in reference to enrollment.

59. How have you handled similar business transformation engagements in the past?

While we have a Project Management Office (PMO), we will rely heavily on the SI team in support of

this project.

60. What works or doesn't work when rolling out new enterprise initiatives within MetroPlus?

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Phased approach where possible seems to work best. Rip/replace may have a degree of failure.

61. Does MetroPlus typically have internal resources support change management and training for similar

initiatives? Yes, to Change Management, Training may be a mix of engagement or train the trainer.

62. How will you be tracking usage and measuring adoption for this project?

Through PMO

63. What tools have you employed today to measure satisfaction? We’re open to using a new satisfaction measurement tool based on industry best practices.

64. What are the KPI's/Targets of Satisfaction you are looking to achieve?

We’re looking to improve on current call center metrics as well as develop new metrics based on additional capability and transparencies.

65. What are the biggest pain points that your Members/Providers are experiencing today with MetroPlus?

Transparency and ease of access of information

66. Are we expected to recommend COTS solution options in the areas of appeals & denials, authorizations, Case Management, Benefit Configuration, etc.? Possibly, if they exist.

67. What are the number of transactions expected from portals per day (average) - Member, Provider,

Broker? - Member - Provider - Broker

Member and provider portals average 200K/week (page hits)

68. We are assuming that Salesforce 1 Mobile app will be configured to cater to the requirements. If not, what is the platform that you have identified to leverage (or is that something you are looking for the partner to evaluate/recommend?) We’re looking for secure messaging/texting, document scan and delivery, chat, etc.

69. Do you have any high level existing legacy application ticket information to share, primarily related to no.

of tickets per month, ticket severity distribution? Unclear on what exactly this question refers to.

70. What are existing tools in MetroPlus that we have to leverage for below testing types: o Performance Testing o Automation Testing o API Testing o Mobility Testing o Test management Tool

Please see # 2

71. What are the number of sites and users per site that need to be trained? Please refer to the order form for the number and types of user.

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72. What is your preference for training with this project, Train-the-Trainer, End-User Training, Online Training (self-paced learning video tutorials) or a combination of them all? All of the above

73. What would make training successful at MetroPlus?

More frequent, smaller training sessions?

74. In addition to the 500,000 members covered under the governmental programs listed, how many additional members are covered under the MetroPlus Gold product and NY State of Health Marketplace plans? ~100,000+

75. Can the minimum criteria be met through a combination of prime and subcontracting vendor? For

instance, if the prime meets three out of 4 of the requirements, can they then partner with another vendor to meet the fourth requirement? Yes

76. Bullet # 9 - is MetroPlus looking to understand specifically CRM focused implementation projects

underway or more broadly, all implementation projects? Also are you looking for company-wide, those based here locally, or both? Please name the most resource-intensive projects in any circumstance.

77. What other business areas outside of Customer Services, Sales & Marketing, Network Relations, does MetroPlus plan to use the CRM system for? Eventually we will be looking to leverage CRM across other business units such Medical Management (UM, CM, BH, etc.). Expansion of the CRM will be outlined in follow up engagements.

78. Do you expect to need any ongoing support for the CRM system, Member/Patient Portal, or Vlocity after

5 years? Very likely

79. Can you confirm which phases you anticipate to complete as a part of the Salesforce System Integrator RFP (Phases 0 - Phase 2) Phases are outlined in the RFP, exhibit A

80. What is the desired go live dates for Phase 0, Phase 1, Phase 2?

As soon as possible, targeting 6 to 12 Months.

81. As a privately held company that does not typically share detailed audited financial statements or make them publicly available, will a certified financial information letter with consolidated gross revenue for the last three years, information on our growth, debts, balance sheet and overall financial health suffice? Yes

82. Is there a preferred template for submitting requested modifications or exceptions to terms and

conditions or is it fine to use our own format? It is fine to use your own format.

83. Can you please confirm that exceptions can be requested to terms and conditions, with the exception of those that are mandatory? You may list any exceptions you have to the terms and conditions.

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84. Is there a specific event driving the deadline for this project? If so, what is it and when does it occur by?

Overall quality of service, budget and strategy are driving this initiative.

85. Please describe your current or preferred development methodology (e.g. Waterfall, Agile, SAFe, Six Sigma, etc.) We will conform to best practices based on proposal.

86. Please describe the current technology environment, preferably with architecture diagrams and system

descriptions, if available. Application Architecture has been provided. The environment consists of an integration of iSeries, MS SQL, .NET and API Libraries.

87. Are there any performance constraints or other environmental factors to be aware of?

We are required to abide by NYS and Federal regulations for pre-defined responses for various functions within each business unit. These will be outlined during the course of the project.

88. Does MetroPlus currently have a Governance structure in mind for this project? If so, can you please

share what the thinking is on that structure? An executive sponsor will oversee the overall progress of the project.

89. Is there currently a Program Management Office that this work would fall under the

oversight/governance of? We will most likely be leveraging the MetroPlus Project Management Office to track activity and internal/external resources for this initiative.

90. Given the current environment, what is the appetite of MetroPlus Health for virtual working arrangements? A virtual working arrangement is highly likely at this time.

91. Can your current version of Market Prominence support APIs?

Market Prominence does not support API, but the data in MP is available in our DWH.

92. How many endpoints into the warehouse exist/need to be developed? To be defined based upon design

93. Are you using Healthx as your member portal and EMR? If no, what EMR(s) are you using?

We do not have an EMR

94. Which integrations are real-time and the corresponding data volumes for each? Can we get Number of real-time Integrations being used in current CRM Implementation? We do not have a current CRM. There is limited real-time integration currently.

95. Which integrations are batch and the corresponding data volumes for each? Can we get Number of batch Integration being used in current CRM implementation? Authorization and fulfillment are real time.

96. Can you provide an updated view of the Current Architecture that is in the RFP with highlighted boxes that are expected to be retired, retained, reworked? TBD by working with the selected vendor

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97. Similar to the current state architecture in the RFP, can you provide a view of the target state integration architecture that shows planned integrations that will remain in place to support Salesforce as the 'single pane of glass’? TBD by working with the selected vendor.

98. Have you created a preliminary list of data entities you plan to migration to Salesforce as the new source

of truth? If so, can you provide a list of data entities you expect for migrations? Source of truth is still our legacy applications like PowerSTEPP, CareConnect, Cactus, DCMS.

99. More specifically, the green boxes on the diagram, notably the MetroPlus data processing, storage, warehouse: is it the intent to replace these with Salesforce through this scope of work? Some of the green boxes may be slated to be replaced with Salesforce.

100. Is the intent of any new Mobile App Design and Development to connect or replace or integrate with

existing MetroPlus Virtual Visit mobile application functionality for members? No

101. Has there been any user research, personas, journey maps created to inform the design for Member or

Provider mobile applications? Is the intent for System Integrator to work with NYC H&H MHP, as part of the implementation, to complete them? No

102. Is the intent of the Mobile App design and development to replicate member and provider portal

capabilities? If a subset of functions are only made available thru mobile, have you already defined what should go into app or will the project map that out? Yes, both platforms should align with functionality as much as possible.

103. Are there third-party SDK's and libraries that must be used in the apps? If so, which ones?

Unknown at this time.

104. What are the specific security and data requirements for the apps, beyond HIPAA? PCI and NYSDFS Cybersecurity

105. Beyond ADA compliancy, are there any additional accessibility requirements for the apps? 508 Compliance for Websites and development.

106. How many applications provide the capabilities for the Scope of Work in the current architecture?

This will be determined during the design phase of the project.

107. How many Full-time equivalents (FTEs) provide production support for the applications today? This question is too vague

108. How many Full-time equivalents (FTEs) are expected to be made available to support ongoing production

support post go-live, during full-time support? Total number of FTEs depends upon the delivery of the final product’s maintenance requirements.

109. What are the average volumetric of the support staff (# of tickets; # of direct users; communication

channels (phone, email, etc.) over the last 12 months? Please see #24

110. What are the application support coverage requirements: 8 x 5 / 16 x 5 / 24 x 7 / 8 x 7 / 16 x 7?

24x7

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111. " - Are application support coverage hours during Client Business Hours?

- If yes, what are the business hours?" Yes, M-F 8am-8pm, Sat 9am-6pm

112. What are the expected number of messaging templates and Expected messaging volume/time? TBD

113. Which system currently owns the front-end business logic for medical authorizations? Which elements of the business logic will be migrated to Salesforce in future state? CareConnect

114. Can you describe the intended relationship between InterQual, ePower, POWERSTEPP, CareConnect, and

Salesforce? InterQual – Library for Medical Care Guidelines ePower - Portal for healthcare Providers/Vendors, and employer Groups (to be sunsetted) PowerSTEPP – Is the Member and Adjudication Engine CareConnect – Utilization Management Application and source for Authorizations Salesforce – Platform to tie disparate applications into a single access point for staff, members and providers to leverage

115. Can you provide or expand on the functional requirements and expectations for Provider/Member Chat

Widget within Salesforce? Ability for members or providers to access a service representative/Bot once logged into the appropriate portal, upon request and availability.

116. Will there be an integration with GEOAccess to provide PCP location information? (What is GEOAccess

used for?) No, GEOAccess is used for analytics outside of the CRM. Integration with GEOAcess may be considered at a later date.

117. What is the source for Events and event registration? Will this continue to be the source for Events and

registration with the new member portal implementation? MarketPlus is currently the source for Events. We would like to explore integration with Salesforce.

118. Is it a valid assumption that all language translations from English to others will be provided and

supported by NYC H&H MHP teams? We expect to utilize the same resources and processes that we’re currently using for this process.

119. Is it a valid assumption that any forms or static documents made available in any language, and stored in

the solution, will be the responsibility of NYC H&H MHP teams? Yes

120. What existing tools from MS DevOps/Azure are authorized and can be used for SFDC implementation? Visual Studio Code

121. Are files going to be stored in Salesforce via Shield Encryption or in separate file repository?

TBD based on the design of the solution.

122. What is the SSO tool and what other systems are leveraging this SSO? SAML 2.0, Azure Active Directory single sign-on

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123. Can you provide the sales roles and compensation plans for each? This information will be provided to the selected vendor.

124. Do you have any vendor currently assisting with development of the RFP? If yes, are they prevented from

submitting a response? Do you have a design agency in play? No.

125. Do you have an approved budget? If yes, can you disclose it?

We will not be disclosing our budget.

126. Do you have specific branding and marketing guidelines? Do they differ for internal versus external?

This information will be provided to the selected vendor.

127. What is the current and expected growth rate of your user and customer bases? We expect growth rate to remain relatively static, but application utilization to increase significantly with added functionality and capability.

128. Do you have any user experience documentation? I.e. workflows, design comps

User stories and other information will be provided to the selected vendor.

129. Do you have a current Salesforce footprint? If yes, - No o What licenses do you have? o What features are you using (Sales Cloud, Service Cloud)? o What standard and custom objects are you using? o Do you have an established role hierarchy? o How many internal users do you have? o How many external users do you have?

130. How much data exists currently? I.e. number of records, fields, etc.

PB’s/2.6M Records

131. Will Salesforce be the master for Member/Provider data? No

132. Who owns the development and release of the in-house built applications?

MetroPlus AppDev owns development and release management

133. Are there any specific Covid-19 requirements, for data, physical space, other that need to be addressed? We will work in a virtual environment for the foreseeable future and will comply with CDC guidelines on social distancing in the workplace as appropriate.

134. Will there be recurring data loads or exports? If yes,...

o What data to which system? To be defined o What frequency? Hourly/Daily/Weekly o What is the retention policy? 10 Years

135. Where are these message/bulletins procured? Some are created internally, others are provided by regulators.

136. Who owns the creation/distribution of these messages/bulletins?

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Business unit and the Communications department

137. What metrics are associated with these notifications? TBD – Would like to track and flag read receipt

138. Explain this specific line item:

e. Provider Demographic Update Function (really notification) Ability for the provider to update their contact and profile information in the system

139. How many static and dynamic forms are expected to be presented? Where are they stored? Who owns the curation? Business unit and the Communications department owns the creation/process of documents, curation and storage is managed by both Communications and IT administration.

140. What and where is the qualification criteria for member eligibility? Member eligibility is determined by the line of business. Some of this criteria is set by the government.

141. Where is claims payment information pulled from? Are there any additional rules/regulations for visibility

regarding claims payment information? Claims information is in PowerSTEPP and the DWH. CVS for Pharmacy, HealthPlex for Dental and Beacon Health Options for Behavioral Health Accumulator data needs to be visible to member and provider portals.

142. Where are Treatment Plans stored or retrieved from?

DCMS

143. Are both plans “read only”, or will edit access be required? Will be determined based upon role needs

144. How many identity providers exist?

1, Okta

145. Will POWERSTEPP updates only be one-directional? No

146. Where Health Education courses accessed?

Unknown

147. Will there be a need for multiple-user access to this data? E.g. both parents will need equal access to their children’s data. Based upon regulatory determinant

148. Who curates the information shared (for events, marketing, etc.)?

Business units curate this information.

149. Will this information be accessed from one or multiple systems? Possibly

150. Are any site analytics applications in place currently? (E.g. Google Analytics, other)

Please see #5

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151. Is your support in-house, outsourced, hybrid? If outsourced or hybrid, does support reside outside of the US? If yes, where? Support is in-house and ASP vendors. Agreements with 3rd party for support must be domestic.

152. What contact center platform is in use currently?

Cisco Finesse, Calabrio

153. Please describe “User impersonation” Ability for a privileged user to access and operate records as if they were logged in as that User.

154. What is your current portal footprint?

Need more context

155. Where branding assets stored? Need more context