PROPOSAL SIGNATURE PAGE · 2020. 7. 1. · Twilio IVR capabilities and automated SMS messaging...

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SP-20-0115 Response Packet Page 2 of 4 PROPOSAL SIGNATURE PAGE PROSPECTIVE CONTRACTOR INFORMATION Company: Address: AR Vendor # (if known) City: State: Zip Code: Business Designation: Individual Sole Proprietorship Public Service Corp Partnership Corporation Nonprofit Minority and Women- Owned Designation*: Not Applicable American Indian Service-Disabled Veteran African American Hispanic American Women-Owned Asian American Pacific Islander American AR Certification #: ________________ * See Minority and Women-Owned Business Policy PROSPECTIVE CONTRACTOR CONTACT INFORMATION Contact Person: Title: Phone: Alternate Phone: Email: CONFIRMATION OF REDACTED COPY YES, a redacted copy of submission documents is enclosed. NO, a redacted copy of submission documents is not enclosed. I understand a full copy of non-redacted submission documents will be released if requested. ILLEGAL IMMIGRANT CONFIRMATION By signing and submitting a response to this Solicitation, a Prospective Contractor agrees and certifies that they do not employ or contract with illegal immigrants. If selected, the Prospective Contractor certifies that they will not employ or contract with illegal immigrants during the aggregate term of a contract. ISRAEL BOYCOTT RESTRICTION CONFIRMATION By checking the box below, a Prospective Contractor agrees and certifies that they do not boycott Israel, and if selected, will not boycott Israel during the aggregate term of the contract. Prospective Contractor does not and will not boycott Israel. An official authorized to bind the Prospective Contractor to a resultant contract shall sign below. The signature below signifies agreement that any exception that conflicts with a Requirement of this Solicitation will cause the Prospective Contractor’s proposal to be rejected. Authorized Signature: Title: Printed/Typed Name: Date: MTX Group, Inc 3001 Dallas Pkwy Suite 210 Frisco Texas 75034 X X Chad Leeper SVP of Sales [email protected] 469.236.4743 X Das Nobel Founder & CEO 06/18/20

Transcript of PROPOSAL SIGNATURE PAGE · 2020. 7. 1. · Twilio IVR capabilities and automated SMS messaging...

  • SP-20-0115 Response Packet Page 2 of 4

    PROPOSAL SIGNATURE PAGE

    PROSPECTIVE CONTRACTOR INFORMATION

    Company:

    Address: AR Vendor # (if known)

    City: State: Zip Code:

    Business Designation:

    ☐ Individual ☐ Sole Proprietorship ☐ Public Service Corp

    ☐ Partnership ☐ Corporation ☐ Nonprofit

    Minority and Women-Owned Designation*:

    ☐ Not Applicable ☐ American Indian ☐ Service-Disabled Veteran

    ☐ African American ☐ Hispanic American ☐ Women-Owned

    ☐ Asian American ☐ Pacific Islander American

    AR Certification #: ________________ * See Minority and Women-Owned Business Policy

    PROSPECTIVE CONTRACTOR CONTACT INFORMATION

    Contact Person: Title:

    Phone: Alternate Phone:

    Email:

    CONFIRMATION OF REDACTED COPY

    ☐ YES, a redacted copy of submission documents is enclosed.

    ☐ NO, a redacted copy of submission documents is not enclosed. I understand a full copy of non-redacted

    submission documents will be released if requested.

    ILLEGAL IMMIGRANT CONFIRMATION

    By signing and submitting a response to this Solicitation, a Prospective Contractor agrees and certifies that they do not employ or contract with illegal immigrants. If selected, the Prospective Contractor certifies that they will not employ or contract with illegal immigrants during the aggregate term of a contract.

    ISRAEL BOYCOTT RESTRICTION CONFIRMATION

    By checking the box below, a Prospective Contractor agrees and certifies that they do not boycott Israel, and if selected, will not boycott Israel during the aggregate term of the contract.

    ☐ Prospective Contractor does not and will not boycott Israel.

    An official authorized to bind the Prospective Contractor to a resultant contract shall sign below.

    The signature below signifies agreement that any exception that conflicts with a Requirement of this Solicitation will cause the Prospective Contractor’s proposal to be rejected.

    Authorized Signature: Title:

    Printed/Typed Name: Date:

    MTX Group, Inc

    3001 Dallas Pkwy Suite 210

    Frisco Texas 75034

    X

    X

    Chad Leeper SVP of Sales

    [email protected]

    469.236.4743

    X

    Das Nobel

    Founder & CEO

    06/18/20

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    Table of Contents Table of Contents 2 

    Information for Evaluation 5 E.1 Experience and Qualifications 5 

    E.2 Call Center Capabilities 6 

    E.3 Contact Tracing Capabilities 6 

    E.4 Community Health Care 7 

    E.5 Data Management and Security 7 

    E.6 Implementation 8 

     

     

     

     

     

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     Information for Evaluation  

    E.1 Experience and Qualifications 

     

    A. Describe previous or current engagements performed by your organization within the last three (3) years of similar size and scope to those described in the Solicitation that demonstrate your organization’s capability to perform all services required in the Solicitation. For each engagement referenced, provide the entity name, contact information (including contact name and email address), contract term dates, and geographic area serviced. 

     

    Experience TEKsystems has provided managed workplace services for over twenty-five years and has completed over 2,000 projects on time and within budget. Gartner Inc., a leading researcher, has placed TEKsystems in their Workforce Services (Call Support) Magic Quadrant, and has recognized TEKsystems as a Thought Leader in Talent Management Services. We communicate with over 100,000 professionals weekly, placed more than 7,000 healthcare professionals last year, and are on track to place twice that number in 2020. 

     

    Healthcare Experience Case Study: Federal Department of Health and Human Services As the Federal Department of Health and Human Services (FDHHS) continues to interpret clinical data, track disease, and provide citizens with access to public healthcare benefits, they look for partners who can bridge gaps between the healthcare talent market and FDHHS talent requirements.  

    TEKsystems has supported the FDHHS for over thirty years and with forty programs and twenty sub-agencies by providing talented healthcare professionals. Based on FSHHA compliance requirements, our teams received both HIPAA compliance and data security training. We are proud to support FDHHS through our 2,200 national recruiters and dedicated healthcare specialists, and to date, we have delivered over 900 healthcare professionals to their initiatives. 

    Contact Tracing Experience 

    To prevent the spread of Coronavirus, these states set out to quickly stand up, mobilize, and efficiently manage a state-wide contact tracing operation. They all had 

      

    Dept. of Health Statewide Contact Tracing Management System SP-20-0115 

  •  a consistent goal of using unemployed citizens in their state. Operations required reporting analysts for contact tracing and disease investigation services and a proven process for recruiting, onboarding, and performance management of these teams. 

    Commonwealth of Kentucky  ▪ 700 Contact Tracing Representatives ▪ 16 Health Regions ▪ 120 Counties support 

    Commonwealth of Virginia ▪ 1,300 Contact Tracing Representatives ▪ 35 Public Health Regions ▪ 95 Counties 

     

    B. Include experience implementing and operating contact tracing systems. 

     

    Contact Tracing System - One Stop Provider 

    MTX has successfully implemented similar COVID-19 Response Systems (including Contact Tracing) and Call Center platforms in several states and large cities including Texas, Oklahoma, New Mexico, Georgia, New York City, Chicago, Florida, Colorado, DC, Ohio, Massachusetts, Vermont, & New Hampshire, and we are very excited for the opportunity to do the same in the state of Arkansas.  

     

    MTX brings Arkansas key advantages for this implementation 

    ✓ Speed To Market (live in 14 days) ✓ Significant Experience with Contact Tracing Programs 

    ✓ Large Call Center Experience ✓ 17 states for ERM & Contact Tracing 

     

    MTX is proposing a One Stop Provider for the state of Arkansas: ● TEKSystems for Contact Tracer staffing, management, and expertise ● MTX Operations Oversight Team ● Call Center Technology Platform to include (as desired): 

    ○ Salesforce base call center platform ○ Contact Tracer scripts & workflows, Omni-Channel, Queue mgmt ○ Twilio IVR capabilities and automated SMS messaging ○ Learning Management System for Tracer onboarding and training ○ Calabrio Workforce Management solution for agent schedules, quality 

    management, and analytics 

      

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  •  ○ Integration with Sara Alert\additional platforms ○ MTX Mobile Solution (optional Proximity Tracking via Google\Apple API 

    or GPS) ○ Google Digital Assistant to reduce contact tracer handle time and provide call 

    deflection ○ IBM Enhanced Discovery Cloud Services (EDCS) to reduce tracing time and 

    expand contacts identified  

     

    The table below displays recent ERM and Contact Tracing projects:. 

    Project 

    Texas Department of State Health Services Contact Tracing Call Center 

    Oklahoma State Department of Health COVID-19 and Antibodies Testing 

    State of New Mexico Contact Tracing and Call Center 

    Georgia Department of Public Health Contact Tracing 

    New York State Department of Health Monitoring and Messaging System 

    New York City DoITT Contact Tracing 

    City of Chicago Contact Tracing and Case Management 

    Ohio Department of Health Monitoring and Messaging 

    Colorado Department of Public Health and Environment Contact Tracing 

    Hillsborough County Florida Contact Tracing Application 

     

    C. Include the size of the system installation, a brief description of the solution provided, and the methodology employed. 

     

    Solutions Deployed 

    MTX has developed multiple ERM solutions, including the following: 

    ● Contact Tracing Call Center Platform ○ Includes omni-channel, case management, call scripts, IVR\CTI, SMS, 

    LMS, workforce management solutions, etc ● Disease Control & Monitoring Application (similar to Sara Alert) ● Contact Tracing Application ● COVID-19 & Antibody Test Registration & Scheduling ● Quarantine\Isolation Services 

      

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  •  ● Intelligent SMS Messaging ● Integration to state systems ● Mobile Solution (optional proximity tracking) 

     

    Methodology 

    ● Accelerators - MTX provides proven applications and technology solutions as the base and then configures them to meet individual agency needs.   

    ● Rapid Deployment - The ability to start with existing and proven solutions results in the ability to deploy rapidly (days and weeks) to meet urgent contact tracing requirements. 

    ● Innovation - Agents are critical for contact tracing. With that said MTX and our partners believe technology and automation can be utilized to improve the experience, reduce the total number of agents required, and ultimately improve the ability to reduce the spread of COVID-19. 

     

    Three specific contact tracing implementation examples include (May/June 2020): 

     

    Engagement  Solutions Included 

    1    

    ● Augment existing Contact Tracing Solution ● Call Center Platform, IVR\CTI, Omni-Channel, Call Scripts & 

    Flows, Queue Management ● LMS ● Workforce Management Solution ● Integration 

     ● Support and manage up to 4,000 agents ● MTX responsible for providing contact tracers and managing 

    call center operations ● Phase 1 virtual Call Center (via IVR) live 5 days ● First 2 weeks - Onboarded 700+new agents; trained and 

    oversight for 1500 agents 

    2    

    ● Contact Tracing ● Call Center Platform, IVR\CTI, Omni-Channel, Call Scripts & 

    Flows, Queue Management ● LMS ● Workforce Management Solution ● Test Scheduling & Registration ● Integration ● Mass Email 

     ● Up to 600 agents 

      

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    3    

    ● Contact Tracing ● Call Center Platform, IVR\CTI, Omni-Channel, Call Scripts & 

    Flows, Queue Management ● LMS ● Workforce Management Solution ● Test Scheduling & Registration ● Isolation\Quarantine Services ● Integration to 3rd party system ● Mass Email ● Analytics 

     ● Up to 15,000 agents ● Live in 3 weeks 

     

    D. Include experience staffing and managing a call center utilizing remote staff with outbound unsolicited call experience specifically for health care related phone-based education. 

     

    TEKsystems has been providing talent services to our healthcare customers for almost thirty years and has partnered with state and local government customers for over ten years across a wide range of services. TEKsystems most recently demonstrated our flexibility and scalability with programs like the State of Texas and the Commonwealth of Virginia. Both states required a contact tracing solution due to COVID-19. We were able to hire, onboard and train an entire remote team of 1,000+ employees within three weeks.  

    Healthcare Experience. TEKsystems partners with 700 healthcare clients, deploys over 7,000 professionals, and manages $700M in business annually for this specialized industry vertical. Our healthcare experience allows us to design the right solution and quickly find the right healthcare consultants to help the State of Arkansas meet contract tracing objectives.  

    Government Experience. TEKsystems works with over 260 local governments and quasi-state agencies through our dedicated State and Local Government practice and understands the challenges and landscape within these entities.  

    Healthcare Proprietary Database. TEKsystems has access to over 25M resumes nationally, including access to 28,314 local healthcare candidate resumes in the State of Arkansas. Our sixty-four local recruiters will utilize our Contact Management System to stay connected with current/potential consultants on a monthly basis to help attract and retain top healthcare consultants for the State of Arkansas.  

     

      

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    E. Include experience providing phone-based education about government agency program topics. 

     

    MTX has extensive experience (over several thousand hours) delivering web conference phone training to various government agencies on topics such as: contact tracing, ethics, diversity, stress management, and many others. (sample included under Section E.3) 

     

    We have provided phone-based education about government agency topics in the following state and local governments: 

    ● Texas ● Oklahoma ● New Mexico ● Georgia ● New York State ● New York City ● City of Chicago ● Ohio ● Colorado ● Florida 

     

    F. Include experience providing report documentation for phone-based interviews. 

     One of the primary responsibilities of a contact tracing call center is documenting the findings and details of phone-based interviews with cases (COVID-19 positive) and exposed contacts. 

     

    This can be a challenging responsibility and time consuming if not executed in a standardized, prescriptive, and efficient method. 

      MTX and TEKSystems experiences with call centers and contact tracing specifically, have identified several key capabilities and strategies critical to optimizing/templatizing this documentation process.   

     

       

      

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  •  At a minimum our call flow processes will capture the following call/documentation flows: 

    ● Scripts for building initial trust and rapport ● Scripts for capturing basic demographic and location information ● Health Information ● Risk factors ● Potential transmission (any one not 6 feet apart and for 15 minutes or more) ● Health Monitoring script ● And script for reviewing Isolation protocols 

     

    MTX will provide Arkansas with technology solutions, pre-built templates, and best practices. Some of these items include: 

    ● Critical data elements to capture (eg. missing language preference or date and location of exposure dramatically reduces tracing effectiveness) 

    ● Case Queue Management (automated assignment rules and flows) ● Digestible Job Aids ● Best practice process and workflows ● IVR routing rules ● Pre-built call script templates  

    ○ Case Intake, Case Monitoring, Case Investigation ○ Contact Intake, Contact Monitoring ○ Inbound Call Scripts ○ Outbound Call Scripts 

    ● Best Practice contact tracing UX/UI screens and workflows to optimize experience and documentation efficiency 

    ● Analytic capabilities allowing contact tracers to search across commercial data sources to identify points of contact, mobile number(s), landline number(s), email address and home address of potentially exposed parties. 

    ● Digital Assistants to support inbound, outbound, and in-call activities and documentation 

     

    G. Include experience managing staffing levels for onsite and remote staff where workload fluctuations were constant. 

     We understand that maintaining team stability, whether onsite or remote, is one of the most critical processes for success. We rely on our retention strategies and provide monthly one-on-one feedback sessions, conduct weekly staff meetings for open team communications, and development to mitigate turnover. The practice managing this project has a 9% annualized attrition rate that is better than standard industry trends. 

     

      

    Dept. of Health Statewide Contact Tracing Management System SP-20-0115 

  •  That said, many of our engagements have the flexibility to either add or remove resources as demands fluctuate. The processes for handling fluctuations include both metrics on call volumes and workloads, as well as monitoring COVID statistics across the state. These earlier indicators are used by our leadership, in conjunction with State leaders, to predict when either additional resources are needed or whether conditions dictate that resources should be ramped down. 

     

    Workforce Management Contact Tracing workload is dependent on a number of factors including testing volumes, cases reported, contacts shared, average call times, and more. This leads to constant fluctuations in workload and staffing requirements.  MTX uses a cloud-based workforce management solution (Calabrio) to optimize this process for onsite and remote staff. 

     

    Calabrio allows workforce managers to make on the fly adjustments based on fluctuations in contact volume. From adjusting tracers breaks and lunches, to extending or shortening shifts with the drag of a mouse, Calabrio helps MTX ensure that organizations meet their agreed upon staffing levels without over scheduling resources.  

    Using historical data, MTX uses Calabrio to accurately forecast the appropriate number of tracers needed at a specific time, with a specific skill set. This ensures accurate staffing levels at every interval day to day and week to week. 

     

    Clabario is also used for quality management, interaction analytics, call sentiment analysis, schedule adherence, monitoring compliance to contact tracing scripts, and more.  

     

     

    E.2 Call Center Capabilities 

     

    A. Discuss your organization’s capabilities in providing overall operation and management of a call center for ADH that utilizes remote staff. 

     

    TEKsystems will align an experienced management structure through a dedicated Delivery Manager (DM) that will manage the day-to-day service requirements of MTX/State of Arkansas according to documented standard operating procedures (SOPs), and also participate as a key member of the MTX Program Oversight Team. Based on the experience gained from supporting contact tracing initiatives, we  

     Dept. of Health Statewide Contact Tracing Management System SP-20-0115 

  •  recommend the following team construct and associated ratios for the State and will work to validate these for flexibility and required ramp time: 

    ● One (1) Delivery Manager per 250 CTRs ● One (1) Supervisor per thirty (30) CTRs ● One (1) Epi Lead per ten (10) CTRs 

    When we align with our strategic partners of contact tracing software, automated call management systems, and workforce management tools, the team construct and ratios may change as mutually determined by the State of Arkansas and MTX. We understand that some states will have their own relationship with strategic partners, and where possible, we can integrate processes and best practices. 

     

    As TEKsystems, MTX, and the State of Arkansas partner over the first sixty to ninety days, benchmark and baseline metrics will help to adjust team construct, mature processes and optimize tools and other continual service improvement activities. 

     

     

    B. Discuss training methods your organization employs for all call center workers whether onsite or remote. 

     

    Change Enablement MTX’s scope and Change Enablement services include virtual and Train the Trainer sessions for Contact Tracers and supervisors.   

    The following table described the items that will be delivered during the training of staff who will lead Arkansas’ Contact Tracing efforts. 

     

    Baseline Feature  Description 

    Organization Readiness & Training Plan 

    Organization readiness assessment and detailed Training Plan including timeline, milestones, action items and responsibilities. 

    Communication Strategy 

    Advise on internal and external communication templates to be used by Arkansas along with proper approval protocol. 

    Instructional Design  MTX to create Facilitator's Guides, Slide Decks for 3 courses up to 1 hour each for 3 Roles (CI, CT and Supervisor), User Guides and a maximum of 10 Quick Reference Guides. 

    Training Modules  Demo Videos: Maximum of 12 Demo Videos - These Video Bursts will be small videos 2-3 min taken from the Facilitator Guide and 

      

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    broken down into small chunks, with audio. Videos will be demonstrating Key features  Soft Skills Training Modules: These modules will provide essential soft skills training to call center customer service professionals. Each mini course will be a short video presentation lasting approximately 3 to 4 minutes covering up to 12 topics. Examples of some courses are: Creating a Positive Customer Experience, How to Talk to Customers, Empathy. The courses will be on the LMS and available throughout the project timeline  

    Training Webinar  One hour live webinars to train individuals how to use the system by role for up to 45 days   

    Learning Management System 

    Initial consulting services to determine LMS needs and requirements. Domain setup, LMS installation, LMS customization, data migration, and integration into the LMS solution. Ongoing maintenance and support including reporting (report creation and reporting structure TBD), user management (adding and removing users based on communication from MTX), updates, patches, and upgrades.  

     

     

    E.3 Contact Tracing Capabilities 

    A. Discuss training methods your organization employs for in-person, home visit Contact Tracing. 

     

    In the event that in-person, home visits are required, MTX will look to the guidelines and safety measures established by the Centers of Disease Control and Prevention (CDC): 

     

    Interim Infection Control Guidance for Public Health Personnel Evaluating Persons Under Investigation (PUIs) and Asymptomatic Close Contacts of Confirmed Cases at Their Home or Non-Home Residential Settings.  

      

      

    Dept. of Health Statewide Contact Tracing Management System SP-20-0115 

  •  MTX will establish a required PPE list, safety measures, training and education made available via the Learning Management System (LMS) for any contact tracers asked to address in-person, home visits. 

      The LMS will be deployed to help onboard all contact tracers and personnel. This LMS will house training materials, control content/training assignments, and track progress and training completion. The LMS includes standard tools and processes to communicate to learners, supervisors, teams, etc. 

      

    LMS modules will establish protocols for exhausting all means of communication before a home visit is required, if a home visit is necessary, the LMS will be used to teach contact tracers, soft skills for the visit, what PPE is necessary before doing a home visit, disposal protocols for used PPE equipment, safety protocols such as distances required, and other protocols recommended by either the State or the CDC. 

    Effective Soft Skills Training MTX Training focuses heavily on these skills through a quick series of rapidly digestible soft skills videos. Having the right tool at a time of need while minimizing time away from the phone is our objective. 

     

     LMS content will be customized specific to role and responsibilities (eg. Contact Tracer vs. Supervisor). Existing, updated, and new Arkansas training materials will be incorporated into standard onboarding processes and requirements. As possible, these assets will be incorporated into the LMS. 

     

      

    Dept. of Health Statewide Contact Tracing Management System SP-20-0115 

  •  See example below:   

     

     

      

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  •  Sample: Onboarding & New Member Contact Tracing Training 

      

    B. Discuss training methods your organization employs to ensure all workers have full knowledge of HIPAA requirements. 

     

    Preparing the teams to support a variety of activities and functions is a standard protocol for TEKsystems. TEKsystems’ contact tracing support staff will complete online Information Security and HIPAA training classes prior to starting their assignments. Our process is to have our team complete the mandatory training, and then have either one on one conversations with each member to make sure they understand the material, or to do so in small group settings. Part of our standard operating procedure is to spot monitoring calls to validate that the information is being utilized in an ongoing manner. Where needed TEKsystems Delivery Manager will work with our supervisors on individual development plans for contact tracing support to reinforce best practices and training. 

     

    MTX’s Learning Management System will be utilized to make HIPAA training accessible to contact tracers and track course completions. 

     

     

    C. Discuss management and oversight processes your organization employs to ensure full HIPAA compliance. 

      

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    To manage the day-to-day of the Contact Tracing Program, TEKsystems’ dedicated Delivery Manager (DM) uses their service management and contact center operations experience to manage teams and ensure completion of onboarding, training, and all compliance requirements, and has industry- recognized certifications combined with a solid understanding of the operational, tactical, and strategic components of managed services. 

    When onboarding and training new team members, TEKsystems utilizes a strong Program Governance and a multi-level Communication Process are critical in the TEKsystems Engagement Lifecycle Management Methodology. It is this methodology that helps ensure full HIPAA compliance. 

     

    D. Describe processes your organization uses to rapidly disseminate and implement programmatic and operational changes to all personnel. 

     

    Managing change in the post-COVID 19 world is essential. With these complexities, Organizational Change Management is a must. Driving this change requires a combination of leadership, training (system and process), education, performance management, and extensive communication. 

    To manage the day-to-day of the Contact Tracing Program, TEKsystems’ dedicated Delivery Manager (DM) has at least seven years of service management and contact center operations experience managing teams, has industry recognized certifications, and has a solid understanding of the operational, technical, and tactical components of managed services. 

    The DM will be responsible for a range of outcome-based deliverables including: 

    ● Aligning the entire TEKsystems team to MTX/State of Arkansas’ operational strategy 

    ● accountability for the TEKsystems Supervisors and contact tracing team ● managing human resource (HR) requirements and strict adherence to all 

    employment statutes, performance metrics, and escalation to TEKsystems HR representatives 

    ● handling of operational and service delivery issues or concerns raised by and escalation of the issues within TEKsystems 

    ● ensuring adherence to SOPs, knowledgebase articles, and compliance to TEKsystems Engagement Management Lifecycle methodology, business processes, and best practices 

    ● facilitating operational forums and briefings to ensure expected service management outcomes, trend analysis, performance management, and quality control as required (e.g., Daily, Weekly, Monthly) 

      

    Dept. of Health Statewide Contact Tracing Management System SP-20-0115 

  •  ● partnering with the designated points of contact assigned in executing plans 

    that are outcomes of the communication forums that directly impact the scope of work 

    ● participation as a key member of the program governance team  

    E. Describe your organization’s capabilities in communicating with individuals who speak languages other than English. Include all languages your organization is able to provide. 

     

    TEKsystems has a diverse multi-lingual workforce and access to many languages depending upon the needs of each customer and the specific requirements of the program. The predominant languages we offer for voice-to-voice human interaction (non-automated services or multi-language interpreting service) are English, Spanish, and Portuguese if delivered from the U.S. 

    Where MTX or the State of Arkansas may have access to LanguageLine Solutions ® or a Voiance Multi-Language translation service agreement, TEKsystems can leverage those services like we have done for other partners over the last twenty-five years. 

    During collaboration sessions and prior to execution of a Statement of Work (SOW), MTX and TEKsystems will mutually agree on the proper percentage of English-only speakers as compared to English/non-English speakers for the contract tracing support team members. 

     

    E.4 Community Health Care 

     

    A. Describe your organization’s experience and capabilities in training and collaborating with community-based health care programs and initiatives. 

     

    TEKsystems will work with the Arkansas Department of Health (ADH), County health officers, local workforce commissions, and higher education organizations to create awareness of training and employment opportunities. We understand there is a greater level of sensitivity required when asking citizens healthcare-related questions. TEKsystems has access to over 25M resumes nationally, including access to 28,314 local healthcare candidates resumes in all five regions of the state. Our sixty-four dedicated recruiters in Arkansas will utilize our Contact Management System to stay connected with current/potential consultants on a monthly basis to help attract and retain top healthcare consultants for the State. Below is the list of 

      

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  •  Arkansas community-based organizations with whom we would partner upon award of contract. These organizations would help identify different candidate pools from which to recruit: 

    ● Arkansas Community Action Agencies Association, Inc. ● Arkansas Center for Health Improvement ● Community Health Centers of Arkansas ● Arkansas Minority Health Commission 

     

    B. Describe your organization’s experience and capabilities working with and providing services for the underserved and populations or groups with health disparities 

     

    As a condition of employment, we look for candidates with empathy and willingness to help others because at the heart of everything we do at TEKsystems is the desire and commitment to serve people. This desire is reflected in our company’s core values: relationships, commitment, serving others, and open communication with those around us. Our employees should demonstrate this value in all aspects of their work, and it goes hand in hand with building relationships and the desire to serve the best interest of others. As such, TEKsystems stays in close connection with local communities and looks for ways to partner with organizations that receive financial support, volunteerism, and board service from our leadership and dedicated employees. These community partnerships include education, strengthening the workforce, and helping people find employment. It’s a natural bridge for our employees to cross when supporting COVID-19 contact tracing activities, and qualities we look for when interviewing and hiring contact tracing team members. 

     

    One of the roles of a Contact Tracing Representative is to provide information about local Social Services available within the state; however, at the State of Arkansas’ request, we can provide Social Support Coordinators who will provide education about COVID-19, isolation, quarantine procedures, and relevant social services. The Social Support Coordinator will help address the support needs of those who are contacted, especially those who are under isolation or quarantine. This will include working with County Health Officers, community-based organizations, and support agencies to address housing, food, mental health, testing, medical, and other needs. 

     

     

     

       

      

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     E.5 Data Management and Security 

     

    A. Discuss strategies and practices your organization proposes to complete employee technology verification and vetting to ensure potential hires possess adequate technology infrastructure (phones, computers, etc.), phone access, and internet access.  

     

    As the largest recruiting organization in North America, our expertise is validating that the team members have the right skills, communication styles, and have access to the appropriate technology tools to be successful in their assignments. All of our candidates go through multiple validation steps including the initial interview, secondary screening by our senior team members, as well as reference validation to determine previous success in similar roles. We will work closely with the State of Arkansas as well as our experience in supporting multiple other states to understand the tools requirements. With this information we will build custom scripts for our recruiting team to validate that necessary equipment and communication devices are understood and available. 

     To the extent that TEKsystems does not provide hardware devices to consultants, MTX and the State of Arkansas agrees that consultants will utilize their own personal devices which have not been inspected by and are not controlled by TEKsystems and agrees that TEKsystems shall not be liable for any claims or liabilities for technical security related to such. 

     TEKsystems plans to leverage MTX/State of Arkansas’ case management system, e-mail system, call management system, learning management system, and collaboration platform. This will ensure a one- team focus that brings the most positive experience to your citizens with whom we interact on a daily, weekly, and monthly basis with the appropriate data management and security protocols. 

     

    B. If your organization intends to provide necessary technology infrastructure to contact tracers, please describe how your organization will accomplish this. 

      

    Dept. of Health Statewide Contact Tracing Management System SP-20-0115 

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    MTX Contact Tracing and Call center solutions are built on the Salesforce platform; which is a cloud based technology available via URL to the appropriate authenticated users. 

    ● All contact tracers will access their daily console and perform their tracing activities within Salesforce   

    ● This console will include access to Twilio Flex which will serve as their cloud-based platform to enable VoIP (make and receive calls via their PC), IVR, CTI, and more 

     

    Onboarding, training, and updates will be made available online via the Learning Management System. 

     

    In the event virtual instructor led training is required, standard web video tools will be utilized based on Arkansas’ preference (eg. GoToMeeting, etc) 

     

    C. Discuss your organization’s strategies for providing redundancy, fault tolerance, and an uptime of 99.9% annual website availability. 

     

    Salesforce has maintained high levels of availability across all Salesforce instances since inception. As the only on-demand vendor to provide daily service-quality data on a public Web site (http://trust.salesforce.com), Salesforce proves that it is the leader in availability. And by making its track record completely transparent, Salesforce proves it is worthy of customers’ trust. To ensure maximum uptime and continuous availability, Salesforce provides the best redundant data protection and most advanced facilities protection available, along with a complete data recovery plan—all without affecting performance. 

     

    Salesforce uses commercially reasonable efforts to make its on-demand services available to its customers 24/7, except for planned downtime, for which Salesforce gives customers prior notice, and force majeure events. Excellent availability statistics are critical to Salesforce's customers’ success and to the success of Salesforce as a company. Live and historical statistics on the Salesforce system performance are publicly published at https://trust.salesforce.com/en/#systemStatus. 

     

    The persistence layer underlying the Salesforce Platform is proven database technology that powers all of Salesforce’s products today, serving more than 150,000 organizations and over 4 billion transactions per day with an average request 

      

    Dept. of Health Statewide Contact Tracing Management System SP-20-0115 

    https://trust.salesforce.com/en/#systemStatus.https://trust.salesforce.com/en/#systemStatus.

  •  response time of less than 200 milliseconds, all with an average uptime of 99.9+ percent.  

     

    D. Describe the processes employed by your organization to ensure Contract Tracing personnel can capture and transmit protected health information (PHI). 

     Core Security Safeguards and Features Salesforce contributes to keeping ePHI secure in the Salesforce Covered Services by implementing security safeguards that apply to all customers by default such as:  

    ● Continually monitoring the services for security violations ● Encrypting all data in transit ● Storing user passwords in the SHA-256 one-way hash format ● Enabling audit logging that allows system administrators to track certain 

    change activity in the Salesforce Covered Services ● Providing customer administrators with configurable 

    tools to maintain strict password security policies which govern access 

    ● Providing customer administrators with configurable tools to define user profiles and permission sets governing data visibility 

    ● Providing customer administrators with configurable tools to define a company-wide sharing model, a role hierarchy, and security rules governing data access 

    ● Providing customer administrators with configurable tools for field level history monitoring and retention 

     

    E. Describe your organization’s level of understanding and experience working with the privacy and security practices and processes as defined by the National Institute of Standards and Technology (NIST) and Health Information Technology for Economic and Clinical Health (HITECH). 

     

    MTX has a history of working with government agencies and highly regulated industries across many states and federal. 

     

    MTX solutions are based on the Salesforce CRM which is compliant with NIST SP 800-171 standard. More details are available here. Salesforce has documented a  

     Dept. of Health Statewide Contact Tracing Management System SP-20-0115 

    https://compliance.salesforce.com/en/nist-sp-800171

  •  System Security Plan (SSP) for the Salesforce Government Cloud service offering. The SSP is developed in accordance with NIST SP 800-18, Guide for Developing Federal Information System Security Plans. The SSP identifies control implementations for the GSS and in-scope customer facing products (Force.com Platform, Salesforce Services, Analytics Cloud) according to the FedRAMP moderate baseline and HHS security control parameters. A security assessment of the information system was conducted by a third party assessment organization (3PAO) in accordance with NIST 800-53A and FedRAMP requirements.   MTX ensures that it’s team members are aware of the best practices defined as per the NIST manual  Salesforce is compliant with HIPAA. MTX fully understands that the scope of HIPAA was extended with the enactment of the Health Information Technology for Economic and Clinical Health (HITECH) Act. Together, the HIPAA and HITECH Acts' rules include  

    ● The HIPAA Privacy Rule, which focuses on the rights of individuals to control the use of their personal information and covers the confidentiality of PHI, limiting its use and disclosure. 

     ● The HIPAA Security Rule, which sets the standards for administrative, 

    technical, and physical safeguards to protect electronic PHI from unauthorized access, use, and disclosure. It also includes such organizational requirements as Business Associate Agreements (BAAs). 

     ● The HITECH Breach Notification Final Rule, which requires giving notice to 

    individuals and the government when a breach of unsecured PHI occurs. 

     

     

     

     

     

     

      

    Dept. of Health Statewide Contact Tracing Management System SP-20-0115 

    https://nvlpubs.nist.gov/nistpubs/Legacy/SP/nistspecialpublication800-100.pdfhttps://compliance.salesforce.com/en/hipaa

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    E.6 Implementation 

    A. Discuss your organization’s plan for completing implementation by July 1, 2020. Include a timetable of implementation activities your organization proposes for implementation and the activities expected to be completed by ADH. 

     

    MTX recognizes the importance of deploying contact tracing programs quickly and has a track record of rapid deployments. 

     

     

     

    There are two components to consider: 

    Component  Timelines (from contract) 

    Contact Tracers - Hiring, Onboarding, Training 

    Immediately - Recruiting starts 48 hrs - Leadership starts 3 weeks - Agents onboarded, trained and functiona1 

    Call Center and Contact Tracing Technology Platform 

    2 weeks - Phase 1 Operational 

     

    Contact Tracers 

    TEKsystems has a disciplined and proven framework for standing up new support models and onboarding large groups of talent fast. TEKsystems will assign delivery leadership and initiate recruiting efforts within forty-eight hours of full execution of a Statement of Work.  

    Our Implementation Management Framework is designed to ensure the smooth transfer of operational objectives. The program goals, at the highest level, include the following key objectives:  

    ▪ On-time implementation and stabilization   

    ▪ Provide immediate care and support for State of Arkansas citizens  

    ▪ Minimize negative disruption, infrastructure problems, and staffing issues  

      

    Dept. of Health Statewide Contact Tracing Management System SP-20-0115 

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    Call Center and Contact Tracing Technology Platform  MTX is confident that Phase 1 will be operational within 2 weeks of contract execution.  

    ● New York City went live in 3 weeks with a larger scope then proposed for Arkansas 

    ● MTX can move fast due to repeatable solutions deployed multiple times  

    Sample MTX phased approach: 

      Phase 1 Build 

    Phase 2  Extend 

    Phase 3 Optimize 

    Phase 4 Support 

    Duration  2 weeks  2 weeks  2-4 weeks  Ongoing 

     

    Capabilities 

    IVR & basic routing Case Mgmt Contact Tracer Workflows English Tracer Scripts Phone Only Sara Alert Inputs 

    IVR Enhancements Omni-Channel Queue Assignment Calabrio Live Virtual ILT   

    SMS Virtual Assistants Calabrio Optimized Enhanced Discovery CS LMS Live   

         

    Agent Ramp  Delivery Managers Call Center Leadership Agent Recruiting 

    Agents Onboarded Agents Start Working 

    Ramp TBD  Ramp TBD 

    ADH Role  Define Requirements Approve Scripts & Flows Provide Access to business & process owners Identify case sources and plan Participate in daily and weekly meetings 

     

     

     

     

     

     

     

     

     

     

     

      

    Dept. of Health Statewide Contact Tracing Management System SP-20-0115 

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    Dept. of Health Statewide Contact Tracing Management System SP-20-0115 

    [SIGNED] Signature Page.pdfArkansas Dept. of Health_ Contact Tracing.pdf