general dynamics info - arkansas

State of Arkansas

Office of Procurement (OP)

Arkansas Department of Health (ADH) Statewide Contact Tracing Management System

Bid Number : SP-20-0115

June 19, 2019

Bid Response Packet

Submitted to:

Arkansas Department of Health Office of State Procurement

1509 West 7th Street, Room 300 Little Rock, AR 72201

Delivered via electronically to: Brandi Schroeder

[email protected]

Submitted by:

General Dynamics Information Technology, Inc. 3150 Fairview Park Drive

Falls Church, VA 22042 (703) 995-8700

www.gdit.com

This proposal includes data that shall not be disclosed outside the Government and shall not be duplicated, used, or disclosed whole or in part any purpose other than to evaluate this proposal. If, however, a contract is awarded to this offeror as a result of in connection with submission of this data, the Government shall have the right to duplicate, use, or disclose the data to the extent provided in the resulting contract. This restriction does not limit the Government's right to use information contained in this data if it is obtained from another source without restriction. The data subject to this restriction are contained in sheets marked with the following legend: Use or disclosure of data contained on this sheet is subject to the restriction on the title page of this proposal

RESPONSE PACKET

SP-20-0115

SP-20-0115 Response Packet Page 1 of 15

PROPOSAL SIGNATURE PAGE

PROSPECTIVE CONTRACTOR INFORMATION

Company: Address:

City: Business

Designation:

Minority and Women-

Owned

Designation*:

General Dynamics Information Technology, Inc. 3150 Fairview Park Drive

Falls Church

? Individual

? Partnership

State:

? Sole Proprietorship ? Corporation

AR Vendor # (if known)

Zip Code: VA

? Not Applicable ? American Indian ? Service-Disabled Veteran

? African American ? Hispanic American ? Women-Owned ? Asian American ? Pacific Islander American

AR Certification #:

Contact Person:

Phone:

Email:

PROSPECTIVE CONTRACTOR CONTACT INFORMATION

Title:

Alternate Phone:

22042

? Public Service Corp ? Nonprofit

* See Minority and Women-Owned Business Policy

Sr. Contracts Administrator

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 proposal to be rejected.

Authorized Signature

Printed/Typed Name Date: 06/18/2020

SP-20-0115 Response Packet

Title: Sr. Contracts Administrator

Page 2 of 15

PROPOSAL SIGNATURE PAGE

INFORMATION FOR EVALUATION

Prospective Contractors should provide a response to each item/question in this section. Prospective Contractors may expand the space under each item/question to provide a complete response.

Prospective Contractors may also use a separate form. If using a separate form, Prospective Contractors shall clearly and distinctly identify the section and item (i.e., E.1.A).

Responses for each item must be limited to three hundred (300) words. Prospective Contractors should not include additional information if not pertinent to the itemized request.

Maximum

RAW Score

Available

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 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.

General Dynamics Information Technology, Inc. (GDIT) is one of two business units within the General Dynamics Information Systems and Technology business group of General Dynamics Corporation. GDIT is a wholly owned subsidiary of General Dynamics Corporation, a Fortune 100 company. GDIT also leverages CSRA State and Local Solutions, LLC, a GDIT Company. GDIT and CSRA are hereinafter referred to collectively as

GDIT provides mission critical technology and services to key federal and state agencies such as Centers for Disease Control (CDC), Department of Health and Human Services (DHS), Centers for Medicare & Medicaid Services (CMS), New York Department of Health (NYDOH), North Carolina Department of Human Services, and Arkansas Department of Human Services (DHS). GDIT has a track-record of supporting complex contact centers. For example, we served as the Natural Disaster Recovery turnkey contact center solution provider for the historic 2017 hurricane season and also in 2018. We answered over 3 million calls from disaster survivors. GDIT is also a critical partner to the CDC for more than three decades in support o management, operations, and technical solutions

GDIT has been a trusted partner with Arkansas DHS, Division of Medical Services since 2008 and our office is located at 124 W Capitol, Suite 990. GDIT is a driving force behind such important statewide initiatives such as the Arkansas Health Care Payment Improvement Initiative (AHCPII), and Patient Centered Medical Home (PCMH) Initiative.

GDIT is well-versed in assembling and managing teams of qualified subcontractors throughout ormance

Through t based on common values and shared dedication to exceeding customer expectations.

Where appropriate, we have provided engagement information following our information for evaluation. It contains the requested information, including contact information.


B. Include experience implementing and operating contact tracing systems.

e provide ongoing development, maintenance, and support of th while also introducing new and innovative ideas into the program.

5 points

application,

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

5 points


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.

5 points

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

The GDIT team brings agency program topics

5 points

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

SP-20-0115 Response Packet

5 points

Page 5 of 15

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

GDIT support of the enter hows the full ability to scale and manage workloads in an exceptionally dynamic environment.

5 points

E.2 CALL CENTER CAPABILITIES

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

GDIT's WFH concept maximizes the benefits of the WFH operation while associates still have access to our facilities for training, meeting and other culture engagements.

5 points

Our call routing and management system sorts and distributes calls to agents automatically based on individual agent skills.


GDIT Reporting Team extracts, processes, analyzes, and distributes metrics to ADH as well as to GDIT operational teams. They communicate with all operational teams throughout the life cycle of the contract to identify and track any trends in the data. Reports are constantly upgraded and adapted as needed.

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

Our training reinforces our culture of continuous learning and development of our agents and support staff. Agents are required to complete customer service training either by self-paced or virtual instructor training.

5 points

Additionally, we will expand our training as needed

E.3 CONTACT TRACING CAPABILITIES

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

5 points


19. Examples of the recommended approach include staying at least 6 feet away, wearing a face mask when entering the home, and requiring that the contact wears a facemask at all times.

Persons with symptoms of COVID-19 (PUIs for COVID-19): Training will include the proper use of personal protective equipment (PPE), including a gown, gloves, eye protection such as goggles or a disposable face shield that covers the front and sides of the face, and respiratory protection such as a NIOSH-approved N-95 or higher-level respirator or facemask (if a respirator is not available). We will follow the CDC Interim Infection Prevention and Control Recommendations for Patients with

Suspected or Confirmed Coronavirus Disease 2019 (COVID-19) in Healthcare Settings for those individuals that require an in-home visit. B. Discuss training methods your organization employs to ensure all workers have full

knowledge of HIPAA requirements.

GDIT protects billions of customer records (PI, PII, and PHI), inclu sensitive to the information and privacy for each individual. GDI

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

We will develop a HIPAA Compliance Plan that includes all of the guidance through policies, procedures

5 points

5 points Any employee aware of any actual or suspected HIPAA violation is required to immediately report such violations to their supervisor. This may includes an actual or suspected violation of federal or state legislation pertaining to the security, integrity, or confidentiality of individually identified health information. Failure to abide by the rules, policies, and procedures or behavior in violation of any HIPAA law, regulation, or rule may result in disciplinary action. Willful failure by any employee to comply with the policies and procedures contained in this plan will result in employee dismissal.


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

5 points

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

GDIT actively recruits and hires multi-lingual staff who are available for such contacts.

5 points

E.4 COMMUNITY HEALTH CARE

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

GDIT is a trusted partner in the Arkansas provider community. Since 2012,

5 points


We know what it takes to train and collaborate with those serving the

The GDIT team will use these experiences to drive successful contact tracing.

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

GDIT works in support of and in some cases, directly with underserved populations. For example, we provide MMIS business process support to both the states of NY and NC. Combined, these programs serve nearly 8M members. Our teams provide systems development, and a wide range of business support services including provider enrollment, training, and helpdesk.

5 points

meant to gain an understanding of how to communicate hat were newly offered through Medicaid expansion.

The best way to establish awareness and trust is to work with trusted messengers from trusted community groups. These groups include faith and ethnicity-based organizations, business associations, charities/nonprofits, and groups active in Census outreach. They can help source talent that reflects the ethnic, racial, and geographic makeup of communities impacted by COVID-19. Some of the groups we would seek to engage include: Community Health Centers of Arkansas, the Minority Health Commission, the Mid-Delta Community Consortium, and other community based organizations with missions to increase resources and promote community-driven health improvement. 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.

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

GDIT has an established technology distribution process.

5 points


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

5 points

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

5 points


D. Describe your organization 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).

Working with, and understanding, healthcare data is not enough. When healthcare data on individuals of this size and magnitude is collected in o aligned with all applicable security/privacy standards.

5 points

We have delivered healthcare data solutions for dozens of customers across the country, including the MMIS solutions for NY and NC housing data for over 8M members. E.6 IMPLEMENTATION

A. Discuss your organization 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.

GDIT will utilize our es

5 points


Project References General Dynamics Information Technology, Inc. (


General Dynamics Information Technology, Inc. (


TABLE A: TOTAL MONTHLY COST (to be used in determing low-cost)

Required Number of Contact Tracers All Inclusive Monthly Price

700 3,393,006.45$

350 1,747,978.62$

TABLE B: COST BREAKDOWN (not to be used in determing low-cost)

Description Price

GDIT Pricing: 350 Contact Tracers - Project Management Office (Workforce Management, Training, Quality Assurance,

Knowledge Management)88,220.03$

GDIT Pricing: 350 Contact Tracers - ADH Database Support 18,032.92$

GDIT Pricing: 350 Contact Tracers (includes all technology required to make and receive calls, laptops, mileage for home visits) 1,641,725.67$

Description Price

GDIT Pricing: 700 Contact Tracers - Project Management Office (Workforce Management, Training, Quality Assurance,

Knowledge Management)134,050.47$

GDIT Pricing: 700 Contact Tracers - ADH Database Support 18,032.92$

GDIT Pricing: 700 Contact Tracers (includes all technology required to make and receive calls, laptops, mileage for home visits) 3,240,923.06$

Description Price

GDIT Pricing: Hourly Rate for Remote Contact Workers includes all technology required to make and receive calls, laptop, and

supervision)29.37$

GDIT Pricing: Hourly Rate for Contact Tracers Required to Make Home Visits (includes all technology required to make and

receive calls, laptop, mileage, and supervision)48.15$

OFFICIAL PROPOSAL PRICE SHEETSP-20-0115 Statewide Contact Tracing Management System

general dynamics info - arkansas

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