Request for Information

Transcription

1 Request for Information WEB DEVELOPMENT SERVICES APRIL West First Street Greenville, NC

2 Contents STATEMENT OF NEED... 3 OVERVIEW OF TRILLIUM HEALTH RESOURCES... 3 SCOPE OF INFORMATION REQUESTED... 5 RESPONSE DEADLINE... 6 SUBMISSION OF INFORMATION INSTRUCTIONS... 6 TRILLIUM CONTACT INFORMATION... 7 FOR QUESTIONS ABOUT THIS RFI CONTACT:... 7 ATTACHMENTS AND ADDENDUMS... 7

3 Page 3 of 7 STATEMENT OF NEED This notice is a Request for Information (RFI) and is not a Request for Proposal (RFP) nor is this a Request for Application (RFA). Trillium Health Resources (Trillium) will not award a contract on the basis of this notice, or otherwise pay for information solicited by it. The requested information is for planning and market research purposes only. This Request for Information is for web development services from a supplier who would become a key resource in the ongoing development of Trillium s online presence. The deliverables of a subsequent RFP or contracting process may include: web support of a public-facing website; design and maintenance of a mobile app; overall website and provider directory search, training services, maintenance and future support services. In particular, the provider directory on the Trillium website is a crucial resource for our members and any firm chosen must have extensive knowledge with dynamic website design and database connectivity for advanced multi-field search functionality and api applications. Trillium currently contracts with BlackMesh for hosting and utilizes Drupal software. OVERVIEW OF TRILLIUM HEALTH RESOURCES Trillium Health Resources is a local governmental agency designated by the NC Department of Health & Human Services as a Local Management Entity/Managed Care Organization (LME/MCO) to oversee the appropriate provision of state and federallyfunded behavioral health and developmental services and supports throughout eastern North Carolina. Trillium is responsible for authorizing Medicaid and indigent care and responds to all behavioral health crisis calls. Trillium s mission statement is Transforming the lives of people in need by providing them with ready access to quality care. Trillium accomplishes this by ensuring members receive the right services, in the right amount, at the right time. Trillium does not directly provider services. Trillium contracts with over 400 provider entities within its Provider Network, including Agencies, Practitioner Groups, Licensed Independent Practitioners, Hospitals and Inpatient Facilities. At any given time, the active caseload for all services and supports we oversee averages approximately 55,000 covered lives. The number of Medicaid beneficiaries for our area is around 200,000. Trillium serves a 25-county area, including Beaufort, Bertie, Brunswick, Camden, Carteret, Chowan, Craven, Currituck, Dare, Gates, Hertford, Hyde, Jones, Martin, Nash, New Hanover, Northampton, Onslow, Pamlico, Pasquotank, Pender, Perquimans, Pitt, Tyrrell and Washington Counties. Given the rural and sometimes isolated nature of many of the communities in these counties, there is a diverse spectrum of internet access across the area. A major role of the LME/MCO is to inform and educate our members, providers and community stakeholders about available services, supports and developments in the delivery system.

4 Page 4 of 7 Per our contract with the North Carolina Division of Mental Health, Developmental Disabilities and Substance Abuse Services, Trillium is required to provide a public website for the members we serve: 4.7 Website The LME/MCO shall maintain a web site on the Internet that Includes current and accurate information on how consumers and families may access services. The home page shall prominently identify the toll-free telephone number(s) the public may call for access to services and to address other customer service needs. In addition, Trillium s contract with the Division of Medical Assistance further details specific information that must be shared with members we serve. Trillium mails letters to all new members directing them to our website where they can find vital information such as their rights and responsibilities, access to the provider directory, and more: 6.9 Enrollee Written Materials: 6.9.1: Within fourteen (14) business days after an Enrollee makes a request for services, PIHP shall provide the new Enrollee with written information on the Medicaid managed care program. PIHP may send information that directs beneficiaries to the PIHP website and instructs beneficiaries to request additional information by mail if they do not have access to the webpage. Written information shall be made available by PIHP in Spanish and any other non- English languages prevalent in PIHP s Catchment Area. Pursuant to 42 CFR (c)(1), prevalent means a non-english language spoken by a significant number or percentage of potential Enrollees and Enrollees in the State. For purposes of this Contract, a significant number is defined as five (5) percent or greater of PIHP s Enrollees. All new Enrollee material shall include at least the following information, as specified in 42 CFR (f) and 42 CFR (g), which may be included in multiple documents: e. A description of the Enrollee s responsibilities and rights and protections, as set forth in 42 CFR ; i. Where to find a list or directory of all Network Providers, including their names, addresses, telephone numbers, qualifications, and whether they are accepting new patients (a written list of current Network Providers shall be provided by PIHP to any Enrollee upon request); x. Information on how to report fraud and abuse; and Given the importance that our mission statement, regulatory bodies, accreditation agencies, and contractual obligations place on the accessibility of information to members, Trillium considers the website a premium priority. Staff on the Communications team are directly involved in the day-to-day operations of the website and are the first points of contact. Staff from Information technology are involved with specific projects and equipment requests (i.e. content management systems, servers) as necessary.

5 Page 5 of 7 SCOPE OF INFORMATION REQUESTED Please include the following elements in responses to the request: Cost, both regularly contracted hours and after business hours if required (along with invoicing process, billable hours, scope of work, etc.) Credentials and experience for principals and all involved staff Examples of websites designed / developed Examples of project management process, communication methods, and invoicing standards (how billable hours are tracked, etc.) Responses should include detailed information on the depth of knowledge and experience with the following required tasks. Trillium also has potential projects that may be implemented in the future. For that section, we ask respondents to include a self-assessment from 1-4 (more instructions below). Current Requirements: Maintain ownership of website (code, etc.) Must utilize existing Drupal platform where vast majority of editing and maintenance could be maintained by Trillium staff (i.e. changing header font / size, etc.); ability to offer enhancements to existing design, best practices, etc. Consistency with design and development of website (i.e. bootstrap template / CSS) Ability to be flexible with timing automated jobs and providing success / failure report on any uploads Use existing domain: and host on BlackMesh using Drupal software; administrative access to hosting site (shared with Trillium staff) Maintain clean, uncluttered, customer-centric design; professional but friendly with minimal scroll down and easily navigated by visitors with all levels of proficiency Simple, intuitive interfaces; analytics from Google Analytics Advance Site, Event Calendar, and Directory search functionality utilizing multiple fields, similar keywords, keyword suggestions based upon existing database data Development using modern security software development frameworks Enable a variety of multi-media formats for informative and educational content, including audio, video, images, etc. Responsive design - function on various technical platforms, e.g., Smartphones, ios, android, and tablet devices, etc. and across multiple browsers Meet Department of Health & Human Services and URAC national accreditation standards for accessibility, Americans with Disabilities Act (ADA) compliance, and site availability in Spanish Interactive forms submitted directly from website Rapid load times

6 Page 6 of 7 Ability to provide detailed causes / reasons for failures and errors in an easy user reporting format within an acceptable time frame Plan for disaster recovery / back-up Future/Potential Capabilities: include self-assessment of skill set (1: rarely or never completed this task, 2: have limited experience completing this task, 3: have frequently completed this task, 4: have extensive knowledge and expertise completing this task) Secure member/staff/provider portal or online campus with passwordprotected access to member paperwork, employee documents, provider directory contact information, and more; must meet security requirements for PHI and HIPAA Database searches and reports Ability to incorporate APIs, plug-ins, widget for more robust user experience ADA enhancements such as audio capabilities Chat Now feature to communicate with Call Center staff in real time RESPONSE DEADLINE Deadline is Friday, May 11, 2018 Information provided after the stated deadline will not be reviewed. If necessary, Trillium will provide a response to any Q&As on the RFP/RFA/RFI website: Trillium will review all submissions and follow up with selected vendors by Friday, May 25, Trillium will ask selected vendors to make presentations of abilities and capacities to be scheduled either in person or via Webex. Trillium will notify all submissions that were not selected. SUBMISSION OF INFORMATION INSTRUCTIONS The Request for Information is due by 5:00pm Eastern Time on Friday, May 11, Information must be submitted electronically to info@trilliumnc.org. This RFI is available and on the website under the title Web Development Services. Information and pages submitted must be typed in black, single-spaced, using a font of Times New Roman 12, with all margins at least one inch each. Graphics to illustrate examples, links to existing websites, and other items part of a portfolio may be included. Any such documents should be part of a PDF file. Page/attachments should be numbered consecutively from beginning to end so that information can be located easily during review.

7 Page 7 of 7 TRILLIUM CONTACT INFORMATION For questions about this RFI contact: Jennifer Mackethan Communications Director 3809 Shipyard Blvd., Wilmington, NC Jennifer.Mackethan@TrilliumNC.org ATTACHMENTS AND ADDENDUMS Any attachments (screen shots of websites, etc.) should be sent as PDFs.