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Solicitation DocumentSolicitation No. SP-21-0039a. One (1) electronic copies of the Technical Proposal Packet, preferably on flash drives and inPDF format. Do not send electronic copies via email or fax.i.The Information for Evaluation and Exceptions Form sub-sections should be a separatefile on the flash drive.b. All additional hard copies and electronic copies must be identical to the original hard copy.In case of a discrepancy, the original hard copy governs.c. If OSP requests additional copies of the proposal, the copies must be delivered within thetimeframe specified in the request.2.Additional Copies of the Official Solicitation Price Sheeta. Prospective Contractor should also submit one (1) electronic copy of the Official SolicitationPrice Sheet, preferably on a flash drive and in PDF format. Do not send electronic copies viaemail or fax.i.3.1.8The Official Solicitation Price Sheet, including the hard copy and electronic copy, mustbe separately sealed from the Technical Proposal Packet and should be clearly markedas “Pricing.” Prospective Contractor shall not include any pricing in the hard copies orelectronic copies of their Technical Proposal Packet.One (1) redacted (marked “REDACTED”) copy the original Technical Proposal Packet,preferably on a flash drive and in PDF format. Do not send electronic copies via email or fax.ACCEPTANCE OF REQUIREMENTSA. Unless a Prospective Contractor expressly and conspicuously identifies any exception or exceptionsto any of the Requirements in the Specifications Section(s) of this RFP by listing them on theExceptions Form (See Technical Proposal Packet), Prospective Contractor understands itssubmission of a proposal to represent that its proposal meets all such Requirements.B. A Prospective Contractor’s proposal may be rejected if a Prospective Contractor takes exception toany Requirements in the Specifications Section(s) of this RFP.1.9ADDITIONAL TERMS AND CONDITIONSA. Any special terms and conditions included in this solicitation shall override the Solicitation Terms andConditions located on the OSP website here (Agencies – Forms and Reporting – SolicitationTemplates): forms-and-reporting/.B. Unless a Prospective Contractor expressly and conspicuously identifies any exception or exceptionsto any of the terms in the Standard Services Contract by listing them on the Exceptions Form (SeeTechnical Proposal Packet), Prospective Contractor agrees and shall adhere to all terms if selectedas the successful Contractor. Items identified as non-negotiable may only be modified if the legalrequirement is satisfied and approved by the State. The Standard Services Contract can be viewedon the OSP website here (Agencies – Services – encies/services/.Page 5 of 28

Solicitation DocumentSolicitation No. SP-21-0039SECTION 2 – SPECIFICATIONS Do not provide responses to items in this section unless specifically and expressly required.2.0 ARKANSAS REHABILITATION SERVICESArkansas Rehabilitation Services (ARS) is part of the Arkansas Division of Workforce Services. Itsmission is preparing Arkansans with disabilities to work and lead productive, independent lives. ARSprovides a variety of vocational-rehabilitation services to meet the needs of eligible individuals. Thisincludes training and career-preparation programs to assist individuals with reaching their employmentgoals. ARS has 19 field offices across the state, serving all 75 counties.2.1CURRENT ENVIRONMENTThe current Case Management System utilized by ARS is an Internet-based, Software-as-a-Service(SaaS) system. This CMS houses the records and case progression of individuals participating inprograms, such as Vocational Rehabilitation (VR), administered by ARS. The current CMS wasconfigured to adhere to Federal and State policies and procedures. The platform was implemented withthe technology approach (internal communication protocols, web-based browsers, database operations)that were considered “best practices” at the time of the implementation (2007-2010). The current CMShas had several updates during its service life. These updates accommodated requirements of theFederal Rehabilitation Services Administration (RSA). As a result of program requirements that continueto evolve, a new CMS is needed.2.2MINIMUM QUALIFICATIONSA. The Prospective Contractor shall have at least five (5) years of experience in providing CaseManagement Systems of a similar size and scope as described in this RFP.B. The Prospective Contractor’s proposed Case Management System must be currently in use by andhave been implemented in the last five (5) years by at least three (3) public entities of similar size andscope as described in this RFP.2.3SYSTEM PERFORMANCE REQUIREMENTSA.The system must maintain at minimum a 99.99% uptime, excluding scheduled downtime formaintenance.B.The system must have at minimum a ninety (90) percent or greater sub 400 millisecond pageresponse time.C.The system must have at minimum a ninety (90) percent or greater sub 400 millisecond responsetime for API calls.D.ARS will not provide dedicated bandwidth for the proposed solution and the system must notnegatively impact or interfere with services from ARS’s other existing systems.E.The system must be capable of supporting approximately 300 concurrent ARS users.F.The system must be expandable to support additional users should ARS expand or combine withanother agency.G.The Contractor shall provide a monthly System Usage and Performance Report which shallinclude, at minimum, data related to the requirements set forth in this section of the RFP. TheSystem Usage and Performance Report must be provided to ARS’s designee on the first businessday of the month following the previous reporting period in a Microsoft Excel format.Page 6 of 28

Solicitation Document2.4Solicitation No. SP-21-0039HOSTINGA. Prospective Contractors shall propose a Contractor hosted solution. Contractors proposing aSoftware as a Service (SaaS) solution will be considered under the Contractor Hosted model.B.All servers and data associated with the Arkansas instance of the Contractor Hosted Solution mustreside in the continental United States.C. The State prefers the proposed system be hosted on a private cloud or a virtual private cloud. Forthe purposes of this RFP, a private cloud is either a single-tenant environment where the hardware,storage, and network are dedicated to the State; or a virtual private cloud, a multi-tenant environmentwith network isolation and private subnets. Contractors may propose other types of cloud in theirproposal, but preferential scoring will be given for private or virtual private cloud.D. The system must be FedRamp compliant.E.Contractor shall perform all work on the proposed system from within the continental United Statesof America. The system must not be accessed from outside of the U.S.F.The Contractor shall be responsible for the acquisition and operation of all hardware, software, andnetwork support related to the hosting services being provided.G. The Contractor shall develop and implement the system and all dependent hosted hardware in sucha manner that allows for direct network communications with the Contractor’s system and theexchange of data via approved industry standard protocols for interfacing with other State ofArkansas systems as deemed necessary.H. The Contractor shall provision all environments including, at minimum, the following: Development Testing ProductionI.The Contractor shall keep all hosting related software current and up to date.1. The Contractor shall notify the State of all software and security upgrades within three (3)business days of upgrade availability.2. The Contractor shall provide ARS’s designee with a proposed implementation plan for approvalwith implementation timelines for all software and security upgrades within seven (7) businessdays of upgrade availability.J.Optional State HostingARS is interested in the possibility of hosting the State’s System on site in Little Rock, Arkansas at aDepartment of Information Systems facility. Contractors may include as part of their proposal anoptional scenario for a State Hosted Solution. At time of award, ARS may choose to pursue with thetop ranked Contractor the proposed hosting method deemed to be most advantageous to the State.Contractors are not required to provide a proposal for Optional State Hosting in order to respond tothis RFP. Proposals for Optional State Hosting must include at minimum:1. The number of required web servers and recommended minimum specifications.2. The number of required application servers and recommended minimum specifications.3. The number of required SQL database servers and recommended minimum specifications.4. Recommended load balancing (if any).Page 7 of 28

Solicitation DocumentSolicitation No. SP-21-00395. Virtualization type: VMware vs. Hyper-V. ARS prefers VMware.2.5SYSTEM ACCESSA. The Contractor shall provide user access to the system through a secure, web-based portal.B. The system must provide a user-friendly administrative interface with automated workflows forcommon functions (referrals, applications, eligibilities, plans, performance-data collection, reports,etc.).C. The system should stress consistency across all the different modules so that the business processis easy to learn and understand.D. The system must be browser and operating system neutral for all user types.E. The system must function accurately on common modern browsers including, but not limited to,Internet Explorer, Microsoft Edge, Mozilla Firefox, Google Chrome, and Safari.F. The system must not require additional browser plug-ins, add-ons, or helper applications.G. The system must have a downloadable mobile phone application and/or a Responsive UserInterface (RUI) and be accessible and function normally from mobile devices such as tablets,smartphones, and chrome books. This must include, but is not limited to, iPhones, iPads, andAndroid based phones and tablets.H. The system must be accessible for end users with disabilities, including but not limited to sensoryimpairments such as hearing and visual impairment.2.6USER ROLES & ACCESSA. The system must authenticate and assign the appropriate level of access to users based on theappropriate user roles.B. User roles must include but not be limited to the following user types: Counselor, AdministrativeAssistant, Administration, Managers, and System Administrators.C. System Administrators must be able to create custom user roles with security parameters that defineaccess to cases, caseloads, and data with security options ranging from read-only to full updateaccess.D. The system must be able to assign controls for multiple users via workgroup/rolesE. The system must allow access levels to be custom defined and set at the following levels:1.System Level2.Module Level3.Menu Option Level4.Data Field Level5.Screen Level6.Transaction LevelPage 8 of 28

Solicitation DocumentSolicitation No. SP-21-0039F. The system must require a unique username and password to access the system.G. The system must be configurable to lock out an operator after a State-assigned number of failedattempts to log in.1. The account must be locked until it is either reset by a system administrator or the accountuser answers 1 of 3 industry standard security questions selected by the user uponregistration or initial login.2.The system must automatically report lockouts.H. The system must allow users to retrieve passwords by email.I.The system must include a complex or strong password requirement that includes the following ata minimum: Minimum of eight (8) for State Admin UsersMinimum of twenty (20) characters in length for all other user typesMaximum password length: no limitHave at least one (1) upper case.Have at least one (1) lower case.Have at least one (1) number.Have at least one (1) special character for passwords with minimum length of 8 characters.Prohibit use of special characters for passwords with a minimum length of 20 characters.Lock the user ID after five (5) sequential incorrect password attempts.Password reuse prohibited for 6 generations.Require the password to be changed every 120 days.Notify the user to change the password at 110 days and 115 days after password creation.Reset the user ID if the password is not changed at 120 days after creation.J. The system must mask the visual display of passwords.K. The system must allow the system administrator to set customizable timeout intervals.L. The system must not allow multiple sessions by the same User IDM. The system must have the ability to establish “timeout” and terminate session” limits by user role.N. ARS shall have final authority to grant users access to the systemO. The system must allow ARS to control user access through Microsoft Active Directory.P. The system must allow user accounts to be instantly deactivated or deleted by the systemadministrator.Q. The Contractor shall set up System Administrators in the system prior to Go-Live and trainSystem Administrators on setting up and assigning permissions for other user roles.2.7GENERAL REQUIREMENTSA. The system must be fully compliant with Federal and State requirements for the VocationalRehabilitation (VR) program and other Federally funded programs administered by ARS. AdditionalFederal programs include, but are not limited to, the Independent Living Program, the SupportedEmployment Program, and Services for the Deaf and Hard of Hearing.Page 9 of 28

Solicitation DocumentSolicitation No. SP-21-0039B. The Contractor shall ensure that the functionality of the system remains compliant with any changesto Federal Law and binding guidance from the RSA. The system must maintain federal compliancethrough regular software updates, as well be customizable to meet additional needs identified byARS.C. The system must identify, track, and compile data for reporting to the Rehabilitation ServicesAdministration, pursuant to the Rehabilitation Act of 1973, as amended by the Workforce Innovationand Opportunity Act (WIOA) of 2014.D. The system must allow ARS staff to create custom fields, build and add on forms, automatednarratives, and notifications.E. The system must support the use of electronic signature pads and digital signatures.F. The system must prompt users to save information.G. The system must create payment queues for authorizations to vendors, as well as approve, reject,batch, and report vendor authorizations.H. The system must track the funding available to a given ARS counselor or region, as that funding isauthorized and de-authorized throughout the State and Federal fiscal years.2.8VOCATIONAL REHABILITATION REQUIREMENTSA. PARTICIPANT REFERRAL1. The system must provide referral forms customized for ARS, as well as for common intake ofapplicants to other WIOA programs2. The system must make referrals for VR services accessible to ARS staff working within non-VRprograms.3. The system must have forms at Application status having content required by the RehabilitationAct, as amended by WIOA, and customizable by ARS staff.B. ELIGIBILITY STATUS:1.The system must include customizable fields for eligibility determination and extension of time todetermine eligibility.2.The system must provide prompts for verifying elements of VR eligibility under the RehabilitationAct, including necessary supporting documents.3.The system must automatically notify counselors when information is due according to VRtimelines, including but not limited to deadlines associated with:a. Applicationb. Eligibilityc. Pland. Servicese. ClosurePage 10 of 28

Solicitation DocumentSolicitation No. SP-21-0039C. PLAN STATUS1.The system must perform customizable financial needs assessments to determine participantcontributions to services. The assessment must be a fillable, automated form that can beupdated each year and must send an alert to counselors when annual review is due.2.The system must include dollar limits for authorizing services in an Individualized Plan forEmployment (IPE) and associate those limits with the staff necessary under ARS policy toapprove (e.g., Regional Manager or Chief of Field Services).3.The system must provide links in IPE’s to fee schedules, billing codes, vendor service codes,and other codes as requested by ARS staff.D. SERVICE STATUS:1.The system must include checklists/certifications of tasks to be completed in IPE.2.The system must provide notifications to counselor’s supervisor or approving party as needed,and notification of decisions from supervisor.3.The system must be able to track milestones for supported employment services.E. FILE CLOSURE & EXIT:2.91.The system must include narrative fields for counselors to enter at closure.2.The system must include customer satisfaction surveys.3.The system must automatically compile Federally mandated performance indicators for a givenIPE at the time of closure and consistent with the logic tools for data entry (i.e., when thequestion asks for wages during the quarter, a date not consistent when the quarter will not beaccepted).PRE-EMPLOYMENT TRANSITION SERVICES (PRE-ETS ONLY AND PRE-ETS/VR CASE TYPES)A. The system must include modules separate from VR for all Pre-ETS activities required andauthorized.B. The system must track disability type of students participating in Pre-ETS, along with start and enddate of services.C. The system must provide real-time tracking of services provided by Pre-ETS vendors, including butnot limited to:1.Hours worked and billed by vendor.2.Schools and students served.3.Wages worked and billed for students participating in paid work-based learning experiences.D. The system must provide module specific to Pre-ETS students with Individualized Plans forEmployment.Page 11 of 28

Solicitation DocumentSolicitation No. SP-21-00392.10 INDEPENDENT LIVING SERVICESA. The system must capture the financial information of the participant to determine the participant’spotential financial contribution to case services. ARS has a complete set of questions known as the“Financial Needs Analysis” that must be made available at the referral status in the system for dataentry.B. The system must be capable of analyzing the financial needs of a potential recipient of services, atreferral status based on the information provided in the Financial Needs Analysis.C. The system must allow clients to sign the application electronically.D. The system must capture participant’s age at application status.E. The system must be able to track referrals and dates of referrals for purposes of Independent Livingwaiting lists.2.11 SERVICES FOR THE DEAF & HARD OF HEARINGA. The system must provide a module separate from other case types for Services for the Deaf & Hardof Hearing.B. The system must capture the financial information of the participant to determine the participant’spotential financial contribution to case services. ARS has a complete det of questions known as the“Financial Needs Analysis” that must be made available at the referral status in the system for dataentry.C. The system must be capable of analyzing the financial needs of a potential recipient of services, atreferral status based on the information provided in the Financial Needs Analysis.D. The system must allow clients to sign the application electronically.E. The system must capture participant’s age at application status.2.12 SOCIAL SECURITY ADMINISTRATION – TICKET TO WORKA. The system must provide a wage interface between the VR module and the Ticket Tracker softwareprogram administered by Morrow Consulting, LLC to report Social Security Ticket to Work benefitreimbursements.B. The system must generate Assignment/Unassignment reports in the format required for uploading tothe SSA Portal.C. The system must generate cost reimbursement files in the format required by the SSA to beuploaded into the SSA Portal.D. The system must generate cost reimbursement reports for all claims submitted to SSA showing thestatus of claims, the payment amount, and the date payment was made.2.13 DATA VALIDATION & REPORTINGA. The system must include quality assurance tools that satisfy all Federally mandated reporting metricsfor the VR program, includ

STATE OF ARKANSAS DEPARTMENT OF TRANSFORMATION AND SHARED SERVICES OFFICE OF STATE PROCUREMENT 501 Woodlane St., Ste. 220 Little Rock, Arkansas 72201-1023 REQUEST FOR PROPOSAL RFP SOLICITATION DOCUMENT SOLICITATION INFORMATION Solicitation Number: SP-21-0039 Solicitation Issued: 01/29/2021 Description: Case Management System