{"Overview":"DVR requires a robust, web-based case management system to support its mission of delivering vocational rehabilitation services to individuals with disabilities across the state. The system must enable effective case tracking, service planning, documentation, compliance reporting, and inter-agency collaboration.\n","Purpose":"This procurement seeks to secure a software solution that enables DVR to manage client cases, track services, document outcomes, and meet state and federal reporting requirements, as well as professional services to implement, maintain, and support the system throughout the contract period. It is the goal of this Request for Proposal to identify a vendor(s) and execute a contract to provide a secure, configurable, and user-friendly case management system—along with hosting, technical support, maintenance, and upgrades—on an ongoing, as-needed basis. The selected solution must support DVR’s vocational rehabilitation mission by enhancing operational efficiency, data integrity, and service delivery for individuals with disabilities statewide.","Background":"The Delaware Department of Labor (DOL) is a state agency consisting of 6 agencies, dedicated to supporting Delaware's workforce and employers by fostering economic development, ensuring safe and equitable working conditions, and connecting job seekers with employment opportunities. The DOL provides a range of services, including workforce training, unemployment insurance, labor law enforcement, and vocational rehabilitation programs. Its mission is to promote self-sufficiency, improve workplace conditions, and enhance the quality of life for Delaware residents by helping individuals achieve meaningful employment and supporting businesses in meeting their workforce needs.\n","Contract Requirements":"* Contract will be awarded to one or more qualified vendors to provide a comprehensive case management system.\n* Services include implementation, configuration, hosting, maintenance, technical support, upgrades, and client service.\n* Vendors must ensure compliance with all federal and state regulations.\n* The solution must meet or exceed industry standards for performance, security, and service levels.\n* Services must be available statewide with timely and professional delivery.\n* Vendors must demonstrate capacity to meet operational and fiscal requirements.\n* All activities must follow State of Delaware procurement policies and procedures.","Multiple Source Award":"The Agency may award the contract to multiple vendors under 29 Del. C. § 6926.\nSelection will be based on each vendor’s ability to meet DVR’s statewide service and support needs.\nVendors must offer a secure, configurable, and user-friendly case management system.\nMust demonstrate strong implementation, hosting, support, and maintenance capabilities.\nCompetitive, transparent pricing and proven experience with compliance, integration, and reporting are required.\nFinal selection will be based on overall best value to the State and DVR clients.","Minimum Qualifications":"Provide at least three (3) business references consisting of current or previous customers of similar scope and value using Attachment 6. Include business name, mailing address, contact name and phone number, number of years doing business with, and type of work performed. Personal references and Delaware State Employees cannot be considered.","User Base":"The new Case Management System is expected to support up to approximately 100 internal DVR users, including counselors, supervisors, administrators, and program/fiscal staff, based on the RFP’s defined licensing tiers.\n\nDVR anticipates that approximately 5–10 internal users will have administrative access to the Case Management System, including select DVR managers, IT staff, and DTI technical support personnel. Administrative rights will be tightly controlled in accordance with Delaware DTI security standards.\nDVR anticipates that approximately 20–30 internal users will have limited approval or edit access to specific functions (such as case reviews, service authorizations, or fiscal approvals), managed through role-based permissions aligned with DTI security and compliance standards.\nExternal service providers and partner organizations will require restricted, role-based access to the Case Management System for service documentation and communication. DVR anticipates approximately 100–150 external users will have such access, each limited to their assigned clients and authorized functions in compliance with Delaware DTI security and privacy standards.","Go-Live/Launch Timeline":"The April 1, 2026 date marks the start of the contract term, not the system go-live. Work—including planning, configuration, and implementation—will begin only after contract execution and receipt of a notice to proceed.\n\nDVR does not expect full implementation by April 1, 2026. A detailed project timeline and milestones will be developed collaboratively after award to ensure proper configuration, testing, and training before go-live.","Hosting":"Hosting environment must be compliant with applicable federal and state data security standards, including SSA Security Guidelines, HIPAA, and State of Delaware Department of Technology and Information (DTI) policies.\n\nGovCloud is not required. A Commercial Cloud environment is acceptable as long as it is U.S.-based and fully compliant with Delaware DTI cloud security, data residency, and privacy standards. Vendors may propose GovCloud if preferred for added compliance, but it is not mandatory.","Legacy System":"Details about existing systems including vendor names, architecture, and data structures are confidential under 29 Del. C. § 6924(d) and DTI security standards and cannot be disclosed during the solicitation.","Data Migration":"The awarded vendor will be required to migrate approximately five (5) years of historical client and case data from DVR’s legacy system(s). The data are expected to exist in SQL database and CSV extract formats, with supporting PDF and scanned document attachments. Final data structure and migration scope will be confirmed during implementation planning with DVR and the Delaware Department of Technology and Information (DTI).\n\n\nDVR anticipates approximately 5 years of historical data, with total storage needs estimated at 500 GB to 2 TB","Integration":"*Contractor must integrate securely with DVR’s digital communication and case management platform.\n*Provide RESTful API or similar secure method for bidirectional data exchange (appointments, case notes, updates, reports, communications).","Reporting & analytics":"DVR must have access to all client-level data, reports, and transaction history at any time.\n\nThe Case Management System must fully support:\nRSA-911 (primary federal case service report)\nRSA-113 (quarterly caseload report)\nWIOA performance indicators under Section 116\nOptional reports such as RSA-2 and State-defined performance summaries.\n\nThe system must include automated data validation, configurable report templates, and export capabilities that comply with RSA’s XML and WIOA reporting formats to ensure accuracy, consistency, and audit readiness","Maintenance Support":"Vendor must provide help desk support during standard business hours (8:00 a.m.–5:00 p.m. EST), with emergency after-hours support for critical system failures.\n*Routine system maintenance, patches, and updates must be implemented with minimal service disruption and in consultation with DVR.\n*The vendor must provide ongoing monitoring of performance, availability, and security.\n\nOngoing support should include business-hours coverage with 24x7 emergency response, a dedicated account manager, and clear response timelines, in alignment with Delaware DTI system support and service continuity requirements.\n\nAgency (will provide) Level 1 support","Training":"Assume a train-the-trainer model, not training for all 100 users.\nThe vendor should train a core group of 15–25 DVR staff (administrators, supervisors, and leads).\nDVR’s internal trainers will then train the full user base as part of ongoing operations.\nThis model ensures long-term self-sufficiency, cost efficiency, and consistent user onboarding statewide","Submission Method":"Proposal must be submitted with via email at dol_dvr_contracting@delaware.gov.","Initial Contract Term":"Each Vendor’s contract shall be valid for a one (1) year period from April 1, 2026 to March 30, 2027. Each contract may be renewed through negotiation between the Vendor and the Delaware Department of Labor, Division of Vocational Rehabilitation. Negotiation may be initiated no later than ninety (90) days prior to the termination of the current agreement.\n\nThe State reserves the right to extend this contract on a month-to-month basis for a period of up to three months after the term of the full contract has been completed.","Estimated Budget by State":"The State has not identified or published a budget amount for this RFP. Vendors should propose competitive, complete pricing per Appendix B; the State will not disclose budgetary information before award.\n\nThe project is funded through a blend of federal and state sources, primarily federal RSA funds under WIOA supplemented by State of Delaware matching funds to meet cost-sharing requirements.","Offshore resource":"Offshore resources may not be used for any part of the project, including configuration, testing, maintenance, or support.\n\nAll work must be performed within the Continental United States in compliance with DTI security and data-handling requirements. Vendors must identify all subcontractors and ensure they adhere to the same data privacy and security obligations","Sub-contract":"Subcontracting is permitted under this RFP and contract. However, every subcontractor shall be identified in the Proposal using Attachment 7.","Pricing":"*The vendor shall provide an all-inclusive pricing structure that covers licensing, hosting, maintenance, updates, support services, and system enhancements\n*No hidden fees or additional charges will be permitted without DVR’s prior written approval.\n*Vendors must submit a completed Pricing Attachment (see separate form) detailing all costs over the life of the contract, including any optional services.","MWBE/SDVOB":"In accordance with Executive Order 49, the State of Delaware is committed to supporting its diverse business industry and population. The successful Vendor will be required to accurately report on the participation by Diversity Suppliers which includes: minority (MBE), woman (WBE), veteran owned business (VOBE), or service disabled veteran owned business (SDVOBE) under this awarded contract. ","E-Signature":"The platform must include built-in audit trails, electronic signatures, and document management capabilities.","RFP Document Folder Link":"https://docs.google.com/spreadsheets/d/1itt5tUZUikxqmyd4rmDF5n5JEriOkEWvYx8r9bwR5BM/edit?usp=drive_link"}
Assumptions
- Cardinality Solution will be hosted on AWS Gov Cloud for the production instance.
- AWS Hosting includes one production and four non-production instances - Development, Integration Testing, UAT and Staging
- Cardinality SaaS license includes - Yearly 2 upgrades, monthly hot fixes with Helpdesk and L3 Support.
- All resources would be based out of the US
- The Cardinality Saas license cost is provided for up to upto 100 internal users and upto 150 external users.
- Cardinality will leverage the Adobe or DocuSign licenses of the Agency for e-signature
- The Operations & Maintenance Support phase is assumed to start after DDI phase of 6 months.
- Cardinality will provide a mobile responsive application. Development of a mobile app is not part of scope of work
- Cardinality will not provide Level-1 support during the M&O Phase
- The Agency will provide HelpDesk infrastructure and Level-1 support during M&O Phase