{"Introduction":"VDSS has initiated the CommonHelp Redesign to modernize the platform, improve user experience, enhance system performance, and establish a sustainable foundation for future program integration and innovation, including the ability to leverage emerging technologies and improved data capabilities.","Overview":"CommonHelp is an online portal by VDSS that lets people apply for and manage multiple benefit programs Temporary Assistance for Needy Families (TANF), Supplemental Nutrition Assistance Program (SNAP), Medical Assistance (MA), Low-Income Home Energy Assistance Program (LIHEAP), Percentage of Income Payment Program (PIPP), Child Care Subsidy Program (CCSP), with separate application paths for Medicaid-only and multi-program services.","Background":"The existing platform is also not optimized for modern mobile devices and does not consistently support contemporary browsers and operating systems. As a result, applicants often experience challenges navigating the system, completing registrations, and submitting applications or renewals. Complex application workflows contribute to high abandonment rates and low digital participation, with many applications and case actions still requiring paper-based or staff-assisted processing.","Minimum Qualifications":null,"References":null,"User Base":"In 2025, CommonHelp processed 626,690 total transactions. Approximate user counts by category are as follows:\nPublic/external applicants — the primary user population, estimated at several hundred thousand unique accounts annually based on transaction volumes\nLDSS staff and authorized representatives — users assisting applicants through the application process, aligned with approximately 10,000 LDSS workforce members statewide\nVDSS administrators and program staff — smaller internal user group managing configuration, reporting, and oversight functions\nVDSS will provide more precise user counts and concurrency estimates during Discovery. Vendors should design for VDSS’s goal of doubling digital utilization, implying capacity for approximately 1.2–1.3 million annual transactions at steady state.","Go-Live/Launch Timeline":"The total DDI period shall be between six (6) and ten (10) months from project initiation. Suppliers must include a minimum one (1) month pilot within their proposed timeline prior to statewide go-live. Suppliers may propose an accelerated schedule within this range; however, the proposed timeline must be realistic, risk-managed, and inclusive of all required phases","Offshore resources":"The use of offshore resources for any SOW is prohibited.” This restriction is unambiguous and applies regardless of data access controls or environment segmentation. All development, configuration, testing, and implementation work must be performed by U.S.-based resources.","Hosting":null,"Legacy System":null,"Data Migration":"Supplier responsible for end-to-end data migration (~150GB)\nEnsure integration continuity with VaCMS\nPerform data/document migration from the following existing systems: 1) CommonHelp Oracle database; 2) Documents and data stored in Perceptive Content Document Management and Information System; 3) Oracle Unified Directory (OUD) for LDAP user accounts: 4) CommonHelp Authentication System Oracle database for user accounts.","Integration":"The Supplier Solution will have the ability to interface and exchange data with: \nData Warehouse.\nVirginia Case Management System (VaCMS) - Bi-directional \nRIDP and Fatality Analysis Reporting System (FARS) Federal Web Services – Outbound call from CommonHelp to RIDP and FARS \nMultiple Fed Hub Services to perform Credit Bureau checks and code verifications.\nDocument Management Information System (DMIS): Internal DMIS or external document storage service like BOX. \nMedicaid Eligibility Check (MEC) system\nQAS/GIS system for address verification.\nA third party external system to perform user authentication via phone number/text messaging in compliance with VDSS Information Security.\nCommonHelp Authentication System, if necessary. \nCP Security Service and MEC Web Service \nExperian QAS Address Verification Service","Reporting & analytics":"The weekly status report, to be submitted by Supplier to Authorized User, should include: accomplishments to date as compared to the project plan; any changes in tasks, resources or schedule with new target dates, if necessary; all open issues or questions regarding the project; action plan for addressing open issues or questions and potential impacts on the project; risk management reporting.","Maintenance Support":"Vendors should include the 6-month warranty period and 6-month M&O transition support within the fixed-price proposal. The M&O transition period is intended to provide continuity of support and knowledge transfer to VDSS staff or a future M&O vendor. Vendors should propose a staffing model appropriate to sustain the system and address defects, configuration changes driven by policy updates, and routine maintenance. Long-term M&O beyond the 22-month contract period may be procured separately and need not be priced in the current proposal.","Training":"Develop and deliver comprehensive training program\nProvide eLearning modules for system usage\nCreate Quick Reference Guides (QRGs) for staff\nConduct Train-the-Trainer sessions (min. 5)\nShare editable training materials + guidance to update\nCreate public training videos (apply, change, renewal, help)\nInclude user-friendly (HCD-based) design in training\nProvide client-facing guides for self-service\nEnsure all materials meet accessibility and language standards","Submission Method":null,"Initial Contract Term":"Delivery of all products and services defined in the Statement of Work will occur within ten (10) months from the project execution date for the Design, Development, and Implementation (DDI) phase. This period must include a mandatory pilot of no less than one (1) month. Following DDI, the Supplier shall provide a six (6) month warranty period beginning on the date of statewide go-live, followed by six (6) months of transition support, for a maximum total contract period of twenty-two (22) months.","Estimated Budget by State":"SOWs are currently capped at $3MM. Budget has been allocated for this project.","Sub-contract":null,"Pricing":"The 6-month warranty and 6-month M&O transition support should be included in the fixed-price proposal within the 22-month contract period. M&O pricing beyond the 22-month period is not required in the current proposal.\nData migration LOE is included within the overall fixed-price proposal. Vendors should provide a separate LOE breakdown for data migration within their Technical Proposal for transparency, but this is not a separate cost element.","MWBE/SDVOB":null,"E-Signature":null,"Escrow":null,"Warranty":"6-month warranty","Payment Terms":"Payment made based on successful completion and acceptance of milestones.\nThe payments listed in this table reflect the total amount that will be invoiced to the Authorized User and must include the Supplier’s 6.25% MSP Fee. This fee is calculated as a percentage of the total amount invoiced to the Authorized User. To calculate total costs correctly, divide the Subcontractor’s cost by 93.75%. For example, if the Subcontractor’s cost for a deliverable is $5,000.00, the total cost including the MSP fee is $5,333.33 ($5,000.00/.9375).","Withhold/Retainage":"All payments, except final payment, are subject to a 20% holdback","Optional Services":null,"Disaster Recovery And Business Continuity":null,"Small Business Set-Aside":null,"Software Tools":null,"Mobile App":null,"L-1 Support/Help Desk Support/Call Center":null,"Change Request Hours":null,"Performace Bond":"As indicated in the SOR, Supplier shall post performance bond and provide a copy of the bond to Authorized user within (10) days of execution of this SOW Agreement. In the event that Supplier or any subcontractor or any officer, director, employee or agent of Supplier or any subcontractor or any parent or subsidiary corporation of Supplier or any subcontractor fails to fully and faithfully perform each material requirement of this SOW Agreement, including without limitation Supplier’s obligation to indemnify Authorized User, the performance bond shall be forfeited to Authorized User. The bond shall be in a form customarily used in the technology industry and shall be written by a surety authorized to do business in Virginia and that is acceptable to Authorized User.","Commercial and Legal Risks (Liability caps, indemnity, liquidated damages, penalties, performance bonds, no exceptions)":null,"Partnership Gaps (Lack of required local partner or sub-contractor)":null,"Staffing(Onsite, Resource availability, feasibility of onsite-offshore model)":null,"Competition (Favoring a particular vendor, platform)":null,"Specialty Area":"Application Developement","Contract Type":"Fixed Price, Deliverable-based","Travel Expense":"Supplier travel expenses, if required, must be included in the total fixed price of the solution","RFP Document Folder Link":"https://drive.google.com/drive/folders/1hSN27JZQGUH58B_AIgS_E_5X5-4o7HrL?usp=drive_link"}
Assumptions
- Cardinality Solution will be hosted on Azure Government Cloud for the production instance.
- Azure Hosting includes one production and four non-production instances - Development, Integration Testing, UAT and Staging
- Cardinality SaaS license includes - Yearly 2 upgrades and monthly hot fixes
- The Cardinality Saas license cost is provided for up to up to 100 internal users, and 500,000 citizens users