Vendor Information Session - Florida Department of Children and ...

Rick Scott, GovernorDavid Wilkins, SecretaryInformation Technology ProcurementsVendor Information SessionMission: Protect the Vulnerable, Promote Strong and Economically Self- Sufficient Families,and Advance Personal and Family Recovery and Resiliency.

DCF Strategic VisionIn partnership with local communities andproviders DCF will emerge as a world-classorganization that protects the vulnerable andserves as stewards of the people to shapepaths to independence for all Floridians.2

Agenda• Opening Remarks• Procurement Overviews– Child Protection– Public Assistance– Substance Abuse & Mental Health• Vendor Selection• Q&A

Child ProtectionJohn Cooper, Assistant Secretary of Operations• Abuse Hotline Transformation• Child Protection Transformation – Investigations,Case Management and Application SupportServices**Subject to State of Florida Legislative Budget Request Approval4

Abuse Hotline TransformationThe Department plans to issue a Request for Quotes (RFQ) to interested parties for the enhancement ofexisting call center technology to include a streamlined intake process, a new online reporting tool, andperformance management functions to provide a more seamless experience for Hotline counselors and toimprove the quality of their interaction with Child Protective Investigators and law enforcement.Operational improvements expected from this initiative include:‣ Increased self-service by reporters (professionally mandated reporters as well as the general public andfamily members)‣ Improved timeliness of response to calls‣ Improved data accuracy and more actionable data provided to Child Protection Investigators, CrimeIntelligence Unit, and Law Enforcement, resulting in improved ability to respond to threats‣ Improved ability to identify patterns of abuse and proactively manage high risk situations and improvedtargeting of abuse investigations‣ Improved workforce management, through increased use of performance metrics that are quality andoutcome based, as opposed to simple “handle time” metricsServices to be ProcuredSystem Requirements Technology Evaluation & Solution Call Center/Telephony Systems IntegrationTraining Organizational Change ManagementAnticipated TimelineOct-2011Procurement Released (RFQ)Dec-2011Vendor Selected/Contract AwardedNov-2011Vendor Responses DueJan-2012Contract Begins5

Child Protection TransformationThe Department has requested funding to further improve child safety and well-being. The request includesthe capability to procure and implement mobile devices to ensure that rapid and accurate availability ofactionable information is provided to investigative staff as well as the ability to collect and share informationacross multiple parties that interact to support children and families. The Department is also rebidding its longterm maintenance and operations contract for the Florida Safe Families Network (FSFN- SACWIS system).Operational improvements are expected in the following areas:• Improved situational awareness about a family when an investigation is launched• Access to case information and community services remotely on a 24x7 basis• Automated data sharing with all key stakeholders involved in a case• Effective elevation of safety issues through automated alerts• Centralized document management capabilities serving multiple providers• Ongoing monitoring of performance metrics and child safety outcomesServices to be ProcuredProject Management Business and System Requirements TrainingOrganizational Change Management System Development/Enhancement Maintenance and OperationsAnticipated TimelineJan-2012Procurement Released (ITN)Jun-2012Vendor Selected/Contract AwardedFeb-2012Vendor Responses DueJul-2012Contract Begins6

Public AssistanceAnn Berner, Director of Economic Self Sufficiency• Mail and Scanning Center• Electronic Benefits Transfer (EBT)• FLORIDA System Replacement*Matt Dempsey, Director of Public Benefit Integrity• Identity and Eligibility Verification Technology*Subject to State of Florida Legislative Budget Request Approval7

Mail and Scanning CenterThe Department plans to issue a competitive procurement to seek bids from interested vendors to completedocument scanning and indexing into the Department’s Economic Self-Sufficiency Document Imaging System.Currently, DCF staff perform these functions. Documents are received both through the US Postal Service(USPS) and via electronic facsimile.‣ Currently, the Department receives about 44,000 documents averaging a total of 120,000 pages daily thatmust be scanned and/or indexed into the applicant’s individual account‣ Performance under this procurement will require documents to be indexed within one business day ofreceipt at a minimum‣ Quality of the documents scanned at 300 DPI as TIFF4 files in accordance with ANSI standards and AIIMstandardsServices to be ProcuredReceipt and Processing of Mail and Fax Documents Electronic Document IndexingAnticipated TimelineDec-2011Procurement Released (TBD)Mar-2012Vendor Selected/Contract AwardedJan-2012Vendor ResponsesDueApr-2012Contract Begins8

Electronic Benefits Transfer (EBT)The Department plans to issue an Invitation to Negotiate (ITN) to interested parties for continuation of ElectronicBenefits Transfer/Electronic Funds Transfer (EBT/EFT) services to issue program benefits to eligible recipients.‣ Current EBT/EFT services support approximately 2.5 million active cardholders in Florida‣ Average of $455,000,000 in monthly benefits is distributed through 14,800,000 transactions‣ 24 X 7 Customer Service Center handles more than 4,700,000 customer calls to the Cardholder Speech InteractiveVoice Response (SIVR) and Retailer Automated Response Unit (ARU) applications monthly‣ Innovative methods or technologies to support deterrence or detection of fraud by cardholders, retailers, andemployees which would support both Florida and federal investigative and prosecution effortsITN is requesting a full scope of EBT/EFT services that will meet or exceed current quality and performance standardsand from which any conversion will result in as little disruption or change to current operations and services aspossible.Services to be ProcuredElectronic Benefits Transfer/Electronic Funds Transfer Services 24 X 7 Customer Service CenterCardholder Speech Interactive Voice Response (SIVR) Retailer Automated Response Unit (ARU)Anticipated TimelineDec-2011Procurement Released (ITN)Jun-2012Vendor Selected/Contract Awarded(One year system/services conversion)Feb-2012Vendor Responses DueJul-2013ContractBegins9

FLORIDA System ReplacementThe Department plans to issue an Invitation to Negotiate (ITN) for the replacement of the state’s current Public Assistance informationsystem, known as FLORIDA (Florida Online Recipient Integrated Data Access) which was implemented in 1992 as a transfer of the State ofOhio’s CRIS-E (Client Registration Information System – Enhanced) system. FLORIDA manages more than $4 Billion in food assistance andcash assistance, as well as the eligibility determination for the State of Florida’s $18 Billion Medicaid program.Cost savings and operational improvements are sought in the following areas:‣ Empowering front line workers with state-of-the art tools, such as an “electronic file folder” or “caseworker workbench” of informationthat improves decision making, including improved data sharing across agency boundaries;‣ Increased functionality by accommodating various public assistance funding streams and multiple vendor restrictions onto a singlebenefit card‣ Reduced caseworker staff time on client application review, client verification, narration, and eligibility determination;‣ Increased percentage of client applications submitted online and number of clients who utilize other online self-service functions;‣ Cost savings due to improved accuracy rates for benefits estimation, eligibility, and Medicaid program determination;‣ Cost savings due to additional data and tools to combat Public Assistance fraud, including Medicaid fraud;‣ Reduced administrative costs per client;‣ Reduced total application and eligibility processing time;‣ Reduced average time to make eligibility policy changes and overall reduction of effort and cost of system maintenance.Services to be ProcuredFeasibility Study System Requirements Technology Solution Systems IntegrationBusiness Process Re-engineering Organizational Change ManagementAnticipated TimelineNov-2011Procurement for FeasibilityStudy Released (RFQ)Aug-2012VendorResponses DueJan-2013Contract BeginsMay-2012Procurement Released (ITN)Nov-2012Vendor Selected/Contract Awarded10

Identity and Eligibility Verification TechnologyIn FY 11-12, the Department will procure the services of a vendor to integrate identity and eligibilityverification technology into the process of becoming eligible to receive public assistance benefits. Currently,DCF processes applications and conducts eligibility for 90% of the applications it receives for public assistancebenefits. Through this process, DCF must verify and confirm information provided by applicants beforeapproving the issuance of benefits. This function is performed through processor responses to data exchangeswhich alert the processor to information about the applicant which likely impacts eligibility.Operational improvements expected from this initiative include:‣ Recent patterns of identity theft have revealed the need to improve DCF’s ability to appropriately preventand detect fraud, waste and abuse within the administration of public assistance benefits.‣ Technology innovations developed since the current system became operational indicate the availability ofidentity fraud prevention and detection capabilities which will enhance eligibility accuracy withoutadversely impacting the federally mandated time standards.‣ Secretary Wilkins has called for the implementation of identity and eligibility verification technology intothe process of becoming eligible to receive public assistance benefits from DCF by March 1, 2012.Services to be ProcuredData BrokeringAnticipated TimelineNov-2011Procurement Released (ITN)Jan-2012Vendor Selected/Contract AwardedDec-2011Vendor ResponsesDueMar-2012Contract Begins11

Substance Abuse/Mental HealthTom Lewis, Director of Performance and Support Services, Substance Abuse and Mental Health• Financial and Services AccountabilityManagement System (FASMAS)*• Electronic Health Records Feasibility Study**Subject to State of Florida Legislative Budget Request Approval12

Financial and Services AccountabilityManagement System (FASMAS)In FY 12-13 the Department has requested funding to develop and implement a uniform management information and fiscalaccounting system to strengthen its oversight role with community providers of SAMH services, as required by Chapter 393.77,Florida Statutes. The DCF SAMH Program administers a budget exceeding $900M through community-based providers andprivatized and state run treatment centers. In addition, $1 Billion in Medicaid funds are paid through the Florida Agency forHealth Care Administration (ACHA).Implementation of FASMAS has significant benefits for the management and control of these substantial funds:‣ Allow the Department to link, manage and report budget, contract, service, invoice, payment and outcomes data on a realtimebasis‣ Ensure that DCF is the Payor of Last Resort‣ Permit full transition to a Managed care / Managing Entity oversight concept‣ Improved Data Sharing between DCF and ACHA and its Medicaid Management Information System‣ Improve Child Protective Services by better "connecting the dots" between DCF SAMH and child protection programsServices to be ProcuredSystem Requirements Business Process Re-engineering Technology SolutionSystem ImplementationAnticipated TimelineDec-2011Feasibility StudyCompleteMay-2012Vendor ResponsesDue(One year system/services conversion)Jul-2012Contract BeginsApr-2012Procurement Released (TBD)Jun-2012Vendor Selected/Contract Awarded13

In FY 12-13, the Department will procure the services of a consultant to develop a Feasibility Study and assist in theinitial phase of implementation of an Electronic Health Records (EHR) System, including evaluating alternatives andrecommending a technology system that will allow the Department to meet the December 31, 2014 deadline to haveEHR operating at its three state mental health facilities. In FY 13-14, upon Legislative approval, the Department willpursue the full implementation of an EHR System for these facilities.The Department anticipates recurring tangible cost savings and operational improvements in the following areas:‣ Improved record-keeping, treatment and follow-up services with the end result of providing better health care in amore effective and efficient way‣ EHRs reduce adverse drug events using e-prescribing, reduce medical errors and redundant tests, allow seeingtests results immediately and provide an organized real time patient treatment history‣ Patient Safety, Improved Coordination, Continuity and Quality of Care will be impacted in a significant positivemanner and the cost of health care will be better controlled‣ EHR will link directly to FASMAS providing key information that will allow greater accountability for services anddollarsServices to be ProcuredAnticipated TimelineApr-2012Feasibility StudyProcurement Released(TBD)Electronic Health RecordsFeasibility Study System Requirements Business Process Re-engineeringProject Management Procurement SupportJun-2012Vendor Selected/Contract AwardedNov-2012Feasibility StudyCompleteMay-2012VendorResponsesDueJul-2012ContractBeginsApr-2013InitialImplementationPhase Complete14

Vendor SelectionAll vendor responses to DCF procurements will be evaluatedin accordance with Chapter 287 F.S.Demonstrates an in-depth understandingof the Department’s needs.Shares our passion to help Florida’smost vulnerable citizensSuccessfulVendorDemonstrates the capability tosuccessfully deliver proposedsolutionsIs willing to invest their best andbrightest talentOffers competitive pricingfor value offered15

ContactsProject• Abuse Hotline Transformation• Child Protection Transformation• Mail and Scanning Center• Electronic Benefits Transfer (EBT)• FLORIDA System ReplacementProgramContactJohn Cooper407-466-3872Ann Berner850-717-4090TechnicalContactJulie Madden850-717-4485Jon Croft850-921-5472• Identity and Eligibility Verification Matt Dempsey850-717-4708Jon Croft850-921-5472• Accountability Management System (FASMAS)• Electronic Health Records Feasibility StudyTom Lewis850-717-4621Malone Smith850-921-926416

DCF Procurement SummaryChild ProtectionFeasibility StudyTechnology SolutionSystem RequirementsBusiness ProcessRe-engineeringApplicationDevelopmentSystems IntegrationCall Center/TelephonyMaintenance and OperationsTrainingOrganizationalChange ManagementDocumentProcessing/IndexingData Brokering ServicesElectronic Funds TransferProject ManagementProcurement VehicleAbuse HotlineTransformation RFQ Oct-11 Jan-12Child ProtectionTransformation Public AssistanceRelease DateITN Apr-12 Jul-12Mail and ScanningCenter TBD Dec-11 Apr-12ElectronicBenefits Transfer ITN Dec-11 Jul-13Identification andEligibiity Verification ITN Nov-11 Mar-12FLORIDASystem ReplacementFeasibility Study RFQ Nov-11 Jan-12Contract Start DateFLORIDASystem Replacement ITN Jul-12 Feb-13Substance Abuse & Mental HealthFinancial ServicesAccountability Mgmt Sys TBD Apr-12 Jul-1217