Questions submitted prior to Pre-proposal Conference.

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4 Questions submitted prior to Pre-proposal Conference. Question Response 1 Will the due date for response to RFP # 602 be extended? No 2 3 Will the County consider a solution which meets the bid specifications, but requires the Aspect ACD to be replaced by the bidder as part of its overall solution? Are you open to accepting bids on hosted IVR system ( the equipment is housed with the carrier - 9 redundant location s and cost is based on per minute charges instead of onsite equipment) and not premise based IVR equipment? 4 Is the County open to discussing contract terms? The County is open to overall solutions that require the replacement of the Aspect ACD so long as that solution can provide the current offerings of the Aspect ACD, meet all of the bid's specifications, and comes in at a significantly lower price than the competitors' whose offering does not include the replacement of the Aspect ACD. As mentioned in the response to Question # 12, in Addendum # 2, the County is not looking for a hosted/managed solution. The County will address contract terms and conditions in accordance with the RFP. Reference area III., Response Format and Organization, number 2. in section C, Item g., Your Response to the County s Terms and Conditions, on page 15 of the original RFP document. Page 1 of 10

5 Pre-proposal Conference Questions. Question Response 5 What is meant by cradle-to-grave reports? We mean from the moment the call hits the IVR until the time that the caller is disconnected from the IVR. 6 Are there plans to upgrade the Aspect ACD? We intend to upgrade the Aspect ACD every time there is an upgrade to be applied. We intend to expand the number of languages offered 7 to patients, but do not expect this to impact the IVR Will there be an expansion to the languages offered? vendor, as we shall coordinate all recordings internally. Please identify the additional languages. Having said that, we initially intend to include Russian, Farsi, Cantonese, Mandarin, Punjabi and Tagalong. 8 Will there be a call flow shared with the proposers? We are happy to share our confidential intended call flows with the final candidates. Page 2 of 10

6 9 Post Preproposal Conference Questions Question Page 17 what is the peak (burst) IVR call volume during busy days? What is the average call duration in the IVR? We will need these statistics to determine IVR sizing. Response The peak Inbound call volume is usually around 300 calls per hour (including all lines of business). Initially, not all lines of business will have calls routed using the IVR with respect to the IVR, the initial anticipated maximum call volume would be approximately 200 inbound calls in a half-hour period. The average call length is approximately 5:30. There is also an outbound component, where upwards of 4000 calls may be launched, each lasting approximately 2 minutes. Page 3 of 10

7 10 -Page 4 & 17 Outbound calls to be launched by IVR. A typical IVR function is not to initiate outbound calls unless it is automated/proactive notification. The Valley Connection Call Center paragraph on page 6 implies the agents are launching the outbound calls, so automation does not appear to be part of this solution. Could the County be confusing the IVR with and Outbound Dialer? Or are the agents just dialing on their phones and the calls are just being routed out on trunks through a different switch? The outbound IVR is referred to as an antiquated Aspect ACD, while the inbound calls are handled using an Aspect ACD, implying that they are 2 separate platforms. An architectural diagram would be very helpful in this case, as well as an explanation of the outbound function and if that is part of the desired solution. While agents certainly make outbound calls with our current ACD system, the current outbound calls being referred to in the RFP are those which originate from a file that is automatically FTP uploaded into the IVR system. The Aspect ACD in use is separate and distinct from the Aspect IVR that is in use. The bulk of the outbound calls are appointment reminders (alerting patients to appointments that they have scheduled and reminding them to show yup for those appointments). The other outbound calls include informational calls, instructing patients on health related matters, etc. Lastly, some outbound calls are launched letting patients enroll into one or more classes, or elect to receive a call back, etc. The outbound function is most definitely part of the solution being sought. Page 4 of 10

8 11 -Page 18 - Siemens Invision, GE EWS, and Access Express CTI Integration.What does this entail? More detail about these applications and what the intent of the integration? Will the IVR just query these applications and expect a response, or are more complex stored procedures required to be written in the IVR? A workflow of the existing IVR applications would be helpful with delineation of what the IVR is doing vs. what these applications will be done. Exhibit D on pgs detail out some integration requirements are those specific use cases that we should use for scoping the effort or are there additional requirements? We rely upon the vendors to tell us what the integration entails, and so we are at a loss to answer the question about what it entails. The intent of the integration is to have a seamless and transparent encounter for the patients who wish to perform functions such as scheduling or canceling appointments in the EWS system (or to be routed to their doctor s office so as to leave a message, etc.). The database shall be both queried and altered as necessary by the patient using the CTI application, by way of the IVR. The current IVR only plays recorded announcements and launches outbound calls, and so we are not sure what is being sought with respect to the current IVR workflow. GE EWS data will be accessed utilizing the GE healthcare objects product (A layered object API consisting of business objects supported by underlying technology components.). The product offers: A platform-independent API supported on all platforms running Java 2 (Windows, Unix, VMS and others), connectivity via IBM MQSeries or Intersystems Cache, availability as.net assembly to enable direct access on the Windows platform, and accessibility via industry standard web services published as WSDL definitions PMSI Access Express is a web-based system for automated Utilization Management and physician communications. Integration with the IVR is yet to be defined. Page 5 of 10 Integration with Siemens Invision Patient Management is supported using the HL7 transactions and the Openlink Interface engine.

9 Page 21 Speech Recognition is referred to on page 1, Section A as possible, but the County is asking for details of Speech Recognition as a Phase III item if it hasn t been included in a prior phase. Does the County require Speech Recognition in the bid, or is it optional? If it is included, will the higher cost be neutral as compared to other bids that may not include it? Does the County want it priced separately as an option? If so, what are the requirements for speech enablement of the IVR? Page 33, #12 why is the county concerned with simultaneous multiple database connections vs. multiple stringed database connections? Is this an important consideration for the County and if so, why? Speech recognition is optional. If it is included, the higher cost shall be viewed as a negative, as the primary goal of the RFP is to secure an IVR with CTI technology that will meet the functional requirements, and speech recognition is only spoken to because some vendors include it as a standard part of their offering. If speech recognition is provided, the county would like the pricing to delineate what it would be with speech recognition, and without speech recognition. If it is included, the speech recognition need not be activated until a much later phase. Because we use multiple simultaneous applications, which use multiple databases simultaneously. Currently we use multiple internal databases only, most of them are being imported from a CSV file every day. Page 6 of 10

10 14 15 Page 34, #16 this relates back to the second bullet point above if the County is asking if the system can distinguish between a live voice, an answering machine and a pager, this implies a need for an automated outbound dialing solution, although requirements for outbound dialing are not detailed. Can you provide clarification? Page 34, #19 FTP uploading of data. Can the County describe a use case for this? We do indeed need an outbound dialing solution, in the form of an IVR that makes outbound calls. Our current Aspect IVR can not distinguish between a live voice and an answering machine, and it is our hope that a vendor has an IVR that can in fact differentiate between these type of call connections (and that it can further allow for a call to be re-routed to a different number if a patient selects a particular button as instructed upon receiving the call at their home). We need the IVR to be able to make outbound calls for: 1. Appointment reminders 2. Important health messages 3. Emergency physician notifications 4. Other reminders, notifications, information. A simple outbound dialer can t handle this job, because these calls are never connected to an agent. Our current outbound appointment reminder calls are launched by the current Aspect IVR using data that has been uploaded from the EWS scheduling system via FTP. We use File Transfer Protocol (FTP) to transfer data from main hospital s database in a form of CSV file and populate IVR s internal database. Page 7 of 10

11 Page 34, # simultaneous outbound calls again refers to outbound dialing is this automated outbound dialing, manual dialing, etc? This would appear to be separate from the IVR Page 34, #29 rescheduling of outbound calls automatically again refers to outbound functionality. Can the County describe the situation and parameters where an outbound call would be automatically rescheduled? Page 35, #35 this are asking for Screen Pop and call/data transfer this implies ACD and Desktop CTI integration, but it is not specified as a requirement, nor do we know what their desktop client is. Is this a requirement or an option, and do we need to include this? Do you want skills-based routing included? My understanding is that a screenpop application was NOT desired? Page 35, #36 automatic callback to based upon an outbound call need the County to explain a use case. If an outbound call has already been initiated, under what circumstances would an automated callback be needed? This is the IVR doing outbound calls. As described above. In a number of our current outbound applications, we have instructed the IVR to mark calls which did not successfully connect, and those calls are automatically re-scheduled to be re-launched again subsequently. Screen pops are an option, not a requirement. We understand that desktop integration may require more work but we are interested in knowing if it is a feature that is included as part of a standard CTI package offered by a vendor. Skills based routing is a function that is handled by our Aspect ACD; we do not intend to change this, though it is our expectation that the IVR with CTI will dramatically decrease the number of calls requiring skill based routing again, the goal is to have patients perform the bulk of activities on their own, thereby eliminating the need for a call to be routed to a clerk. During instances when there is No answer, or a busy out signal. Additionally, we are looking for technology that allows for a patient to answer a call that has been launched to them and the recording they hear gives them the option of pressing a button in order to speak with someone live. Upon pressing the button, that patient is connected with someone located elsewhere. Page 8 of 10

12 Page 35-36, #46-49 Faxing is faxback a requirement to be included in the response or is it an option? Only one of the requirements is Mandatory, the others are Highly Desirable. Page 36, # 54 customer modification of screen and/or pathway modifications to the system. Need the County to clarify what is meant by this requirement? Page 38-39, #78-84 it is indicated that CTI is a requirement in the matrix, but none of the other language in the RFP indicates a need nor what their requirements are for CTI. Do you have additional information on what is expected from a CTI perspective? Desktop requirements, desktop integration, database integration, skills-based routing are a few things that come to mind. Difficult to scope the requirements without further details. Page 43, #56 Need the county to explain what they mean by automatic reprogramming upon system failure. Page 56, #2.7 at county s discretion they can require 1 or 2 onsite consultants for 6 months is that a requirement to be bid as an option? Please note that the ability to fax a request for information or a call back upon a patient request is mandatory. In our environment a patient may request his/her physician to call back with lab results. In this case a document with patient s phone number, medical record number, and language spoken, needs to be generated by the IVR and faxed to one the 20+ clinics. Some user screens may be visually awkward to use in terms of how the data is presented. We would like the ability to modify the user screens to make them 'friendlier', without adding any new fields or data. Skill-based routing is handled by our ACD. All we need from the CTI is to carry the data between the Aspect ACD and whatever IVR we select. Working with the database is the IVR's job and should be handled by the IVR. A cluster solution or redundant (cold or hot) solution. It is desirable for the system to be able to pick up a job wherever it stopped upon reboot, but this is not a requirement. Remote access is a must in case the job needs to be manually restarted and the resource person is off-site. It is very unlikely that the county would need an onsite resource for this length of time. Page 9 of 10

13 25 RFP #602 Page 56, #2.9 the county wants specific personnel identified and committed for 150 days. Are you looking for job roles or specific named individuals? 26 Does EWS expose itself as a web service? 27 Does EWS support Java API? Yes. 28 To confirm, does EWS store its data in an RDBMS? Yes, EWS is a RDMS The county would like to have specific individuals named, with their job roles delineated. The module to allow web-based access is not featured in the current environment, though it may be at a later date. CTI Integration to the GE EWS application will be made using the GE Healthcare Objects product (A layered object API consisting of business objects supported by underlying technology components). Please see the answer to question number 11 for more information. Firms Attending Non-mandatory Preproposal Conference on February 8, 2007 ATI Inter-Tel Intervoice Nortel Verizon Business Page 10 of 10

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