{"Introduction":"The West Virginia Department of Human Services (DoHS), through the Purchasing Division, has issued an RFP (Request for Proposal) for Maintenance & Operations (M&O) support of the WV PATH (People’s Access to Help) system, West Virginia’s integrated eligibility and case management platform, including the Comprehensive Child Welfare Information System (CCWIS) program.","Background and Current Operating Environment:":"West Virginia WV PATH is an integrated eligibility and case management platform with multiple modules supporting public assistance and human services programs.\nClient Portal – Citizens apply for benefits, upload documents, and check application status.\nFamily Assistance Module – Manages programs like TANF, SNAP, Medicaid, and CHIP.\nChild Care & Child Welfare Modules – Handles eligibility, service planning, provider management; Child Welfare operates as Comprehensive Child Welfare Information System (CCWIS).\nChild Support Module – Supports parent location, paternity establishment, support orders, collections, and payment distribution under Title IV-D.\nAdmin/Common Landing Portal – Provides centralized access, single sign-on, and scheduling.\nFinancial Integration (Flexi + MuleSoft) – Processes payments, accounting, and financial data exchange.\nMaster Data Management (MDM) – Maintains one trusted source of data across modules.\nIBM Cognos Reporting – Generates operational and management reports.\nCincom Systems + Adobe Document Management – Creates and manages client and administrative documents.","Qualifications and Experience:":"Company experience in similar eligibility, case management, M&O, modernization, or cloud migration projects\nStaff qualifications – certifications, degrees, technical credentials\nProposed staffing plan – key roles, responsibilities, resource availability\nDetails of past projects, including:\nProject location\nProject manager/contact details\nScope, goals, and outcomes achieved\nClient references from previous projects\nAny additional proof showing capability to meet mandatory and desirable RFP requirements","User Base":"● Client Portal: 448,180 accounts\n● Family Assistance Worker Module: 2,475 Users\n● Child Care Worker Module: 267 Users\n● Child Welfare Worker Module: 1,583 users\n● Child Support Worker Module: 699 users\n● Administrative Portal: 49 Users\n● Flexi Financial Management System: 73 users\n● Provider Portal - External: 551 Users\n● Provider Portal - Agency: 298 Users\n● Billing Authorization System (BAS): 56 Users (edited)\n\nThe Vendor will procure the necessary licenses required to support its modernized solution. The Vendor is responsible for all licenses required at project initiation and can procure licenses as needed throughout the project with no additional cost to the State. \nThe Vendor will assume that only 100 concurrent State licenses are required for the User Acceptance Testing (UAT) Environment, and that only 100 concurrent State licenses are required for the Training Environment. ","Go-Live/Launch Timeline":"The desired start date is no later than January 19, 2027, but is subject to change based on final contract execution.\n\n Full responsibility of the Vendor for end‑to‑end PATH programs and processes must begin no later than November 17, 2027.\n\nDoHS assumes the transition will take approximately six (6) months. Accordingly, the total cost for Year 1 of M&O should reflect an estimated six (6) months of service.","Offshore resources":"The Vendor and all business partners, subcontractors, independent contractors, and other entities supporting the Vendor in delivery of the services defined in this contract must perform all work associated with this contract within the continental United States or U.S. Territories, as established in requirements related to handling of federal tax information contained in Internal Revenue Service (IRS) Publication 1075, Section 2.C.7, Offshore Operations. ","Legacy System":"The PATH Mainframe is owned by the State and currently maintained through a contract with Ensono.\nThe mainframe supports PATH FA eligibility and batch processing functions through an IBM mainframe environment utilizing DB2 and COBOL programs. Eligibility processing includes both online CICS transactions and batch COBOL logic. The mainframe also supports eligibility‑related notice generation, including adverse action notices processed through COBOL programs and batch processing. In addition, nightly and periodic batch processing functions continue to support eligibility determination, benefit issuance, reporting, and downstream system integrations. \n\nThe WV Data Center hosts the Corticon rules engine, which is used to author, maintain, and execute Medicaid and other program eligibility rules. The Data Center also hosts address verification services through Informatica Address Doctor, MDM and MDM services through Informatica MDM, the MDM repository through Oracle, and the IE Front End/Agent Portal.","Hosting":"The State is removing AWS migration as a mandatory requirement. This requirement will be added as Optional Specification(s) in Appendix VIII. However, the State is still expecting the awarded vendor to migrate PATH off of the mainframe per Section 4.2.1.4. The State expects this timeline to be defined jointly post‑award. \nCover all migration costs, including tools, software, licenses, subscriptions, and third-party services\nNot charge extra markups or pass-through fees for using the State’s AWS environment\nProvide post-migration support and operations in AWS at no additional hosting charges","Data Migration":"Data Volume\n\nMainframe database size:\nPATH-CS: 12 TB\nPATH-FA: 17 TB\nTotal mainframe data = 29 TB.","Integration":"Federal Systems: Bendex, COLA, FNS, PARIS, SSA, IRS, ACF, Other Federal Systems\nState Systems: Office of Maternal Child Health, Asset Verification System, Vital Statistics, Dept. of Correction & Rehab, DOL, DOE, Non-Citizen Information, Central Print Shop, Treasurer, FIS EBT Vendor, MMIS (Molina), WV-Auditor's Office, Energy Vendors, WV-OASIS, OnBase / Compass Capture, Flexi Financials, Bank/ACH, Verification Systems (FDSH, eDRS, Experian), Address Suggestions (SpatIalitics Suggestions), Learning Management (Thought Industries)","Reporting & analytics":"A fixed list of additional reports is not available. Reporting needs vary across programs and evolve based on regulatory requirements and operational priorities. The State is interested in a partner with a proven approach that can assist with achieving this objective.\nVendors should assume that reporting improvements will be required across multiple areas and should describe their approach to assessing, remediating, and modernizing reporting capabilities to meet the Goal outlined in 4.2.1.5.","Maintenance Support":"Support all PATH system functions and operations at takeover\nUnderstand that RFP documentation is only a point-in-time reference\nAccept that system components, integrations, and configurations may change before takeover\nSupport the actual live system as it exists on takeover date, including all updates, fixes, and enhancements made before transition\nNo additional change orders will be issued for differences between RFP documents and the live system at takeover\n\nAll licenses are expected to transfer to the Vendor for re‑procurement.","Training":"The RFP requires Vendors to submit a Training Management Plan, and deliver User Documentation and Training Materials deliverables. The State expects the awarded Vendor to support training for State designated trainers as system changes, enhancements, releases, and policy‑driven updates are implemented, aligned with contract scope. The format and frequency of this training is expected to be defined in the Training Management Plan (D007).","Submission Method":"All proposals (both technical and cost) must be submitted to the Purchasing Division prior to the date and time listed in Section 2","Initial Contract Term":"The Intial contract term will be for a period of 4 years. West Virginia contract may be renewed for up to 6 additional years (typically in one-year increments) only through mutual written agreement between the Agency and Vendor, with approval from the Purchasing Division and Attorney General’s Office. Renewal requests must be submitted at least 30 days before contract expiration, renewals follow the original contract terms, and automatic renewals are not permitted.","Estimated Budget by State":"The cost of state access to the vendor solution will be known only to the awarded vendor. The current monthly cost of all M&O services is approximately $3.25 million and includes systems and staffing costs.","Sub-contract":"Permitted. Vendors may use subcontractors and teaming partners. The prime contractor remains fully responsible for contract performance, deliverables, staffing, compliance, and service levels. Teaming arrangements must be identified in the proposal.","Pricing":"Vendors must complete RFP Attachment B: Cost Sheet included in this RFP and submit in a separate sealed envelope. Cost should be clearly marked on the outside of the envelope. \n\nAll vendors should estimate operations cost for Year 1 to include six (6) months of costs to provide consistent evaluation of all cost bids. Under the awarded contract, Maintenance and Operations costs will not be allowable until DoHS has accepted the M002 Completion of Project Management Plan and M003 Completion of Transition Milestones.","Small, Women-Owned, Or Minority-Owned Businesses:":"West Virginia allows small, women-owned, and minority-owned businesses—including non-resident vendors—to receive the same bidding preference as resident vendors, provided they:\n\nDeclare their status in writing with the bid\nSubmit documentation to the Purchasing Division\nObtain proper certification before contract award","E-Signature":"The RFP references electronic forms, portals, workflows, and constituent interactions. E-signature capability may be required within modernization initiatives; however, a specific enterprise e-signature platform is not mandated in the base M&O scope.","Escrow":"Place source code with an approved third-party escrow agent\nSource code is released to the Agency if:\nVendor stops support/maintenance\nVendor fails to provide services\nAgency requests release under escrow terms\nUpdate escrow with every new release within 60 days\nEscrow must also include manuals, documentation, and COTS installation media\nVendor pays all escrow costs and confirms escrow annually\nAgency retains rights to continue escrow after contract ends if still using the system\nThe Vendor is responsible for determining and assuming this cost.","Warranty":"No separate implementation warranty period is identified because this is primarily an M&O procurement. The vendor is responsible for correcting defects and supporting delivered enhancements in accordance with contractual service levels and operational requirements.","Value Added / Optional":"The State specifically moved AWS migration activities into Optional Specifications (Appendix VIII). Vendors may propose modernization accelerators, cloud migration approaches, automation, reporting enhancements, DevSecOps capabilities, and other value-added services.","Withhold/Retainage":"10% payment retainage applies to each approved CR until successful delivery and acceptance","Billing and Invoicing":"Completion of Project Kickoff -10%\nCompletion of Project Management Plan - 10%\nCompletion of Transition - 40%\nCompletion of Solution Documentation - 10%\nCompletion of Child Support Certification - 10%\nCompletion of Mainframe Migration - 10%\nTurnover and Closeout - 10%\n\nStandard West Virginia payment terms. Payments are made upon acceptance of deliverables, approved milestones, and receipt of valid invoices. M&O payments are subject to SLA performance requirements.","Disaster Recovery And Business Continuity":"Develop DR and Business Continuity Plans for State approval\nProvide facilities, systems, and resources to continue operations during disasters\nRecover critical services within approved:\nRTO (Recovery Time Objective) – how quickly systems must be restored\nRPO (Recovery Point Objective) – maximum acceptable data loss\nContinue meeting approved SLAs during recovery and disruption scenarios","MWBE / SDVOB":"No mandatory MWBE or SDVOB participation percentage identified in the RFP. Standard West Virginia procurement requirements apply. Verify during proposal compliance review.","Right of Access":"The Vendor will provide right of access to systems, source code, and facilities to the Agency or its designee and federal personnel to conduct audits and inspections. The Vendor will provide access to data, systems, and documentation required by auditors and inspections. ","Mobile App":"Existing PATH environment includes portal and user-facing solutions. Mobile-specific requirements are not identified as a major procurement driver, but modernized solutions are generally expected to support responsive user experiences.","L-1 Support/Help Desk Support/Call Center":"The State handles Level 1 support (call intake and triage), while the vendor provides Level 2/3 technical support, issue resolution, SLA compliance, and ticket documentation.\n","Change Request Hours":"The Agency estimates it will use a pool of up to one-hundred eighty thousand (180,000) hours per year for the life of the contract for modification and/or enhancement activities. It is estimated the modification and enhancement hours pool is 180,000 hours per year, but it is not implied as a guarantee the Agency will utilize the total hours estimated. \n\nThe Vendor is reimbursed for Agency approved hours for modification and enhancement work at the Vendor's allinclusive hourly rates proposed in RFP Attachment A: Cost Sheet. The approach should also include a separate pool capped at $400,000 per year reserved for modifications and enhancements that translate to direct costs rather than hours. The Agency would approve such costs through the change management process to be agreed-upon after contract award. The Agency may or may not use the $400,000 pool each year. The direct cost pool will reset to $400,000 each year. Leftover funds from the prior year do not carry over to the next year. ","Sub-contracting":"Permitted. Vendors may use subcontractors and teaming partners. The prime contractor remains fully responsible for contract performance, deliverables, staffing, compliance, and service levels. Teaming arrangements must be identified in the proposal.","Commercial and Legal Risks (Liability caps, indemnity, liquidated damages, penalties, performance bonds, no exceptions)":"1. Delay Penalties for Enhancements\nFor any work performed under the Modification and Enhancements Hours Pool, the Agency has the right to assess a daily penalty of 0.5% of the Change Request (CR) value per business day if there are delays found to be the fault of the vendor. This penalty is capped at a maximum of 10% of the total CR value.\n2. Liability for Lost Federal and State Funding\nThe vendor is held financially responsible for the loss of critical federal and state funding streams due to system failures or deficiencies. These include:\nFederal Funding Losses: The vendor is responsible for any lost Federal Medical Assistance Percentages (FMAP), Federal Financial Participation (FFP), or other federal funding caused by system defects or deficiencies noted during federal reviews.\nAudit and Program Penalties: The vendor must accept financial responsibility for audit disallowances, monetary penalties, or corrective actions resulting from system defects.\nData Quality Penalties: If poor data quality prohibits services from being rendered or negatively impacts mandatory reporting (such as T-MSIS), the vendor is responsible for the resulting federal penalties and lost revenue.\n3. Regulatory and Mandate Compliance\nFederal and state mandates will be handled per the D012 Change Management Plan, and are no longer called out as being expressly at no additional cost to the State.\n4. Performance-Based Payment Reductions\nBeyond direct penalties, the Agency uses a system of Potential Performance Payments to ensure operational excellence:\nSLA Reductions: The Agency may reduce monthly Maintenance and Operations (M&O) payments if the vendor fails to meet the Service Level Agreements (SLAs) defined in the contract.\nRetainage: For every approved Change Request, the Agency will hold back 10% (retainage) of the total cost, which is only released upon successful delivery and formal acceptance of the work.\nCorrective Actions: If standards or timelines are not being met, the Agency can require the vendor to provide increased staffing levels at no additional cost as a corrective measure\n5.6. Damages. 5.6.1. A vendor who fails to perform as required under a contract shall be liable for actual damages and costs incurred by the state. 5.6.2. If any commodities delivered under a contract have been used or consumed by a spending unit and on testing the commodities are found not to comply with specifications, no payment may be approved by the Spending Unit for the merchandise until the amount of actual damages incurred has been determined. \n\nIndemnification:\nWest Virginia indemnification clause requires the vendor to indemnify, defend, and hold harmless the State, Agency, and their employees against claims, losses, or damages arising from:\nActions or services performed by the vendor or subcontractors\nInjury, property damage, or other harm caused during contract performance\nUnauthorized use, disclosure, publication, or handling of contract data\nFailure to comply with applicable State or Federal laws, including labor, wage, and hour laws","Staffing(Onsite, Resource availability, feasibility of onsite-offshore model)":"Key Staff are assigned to the project on a full-time basis and will be expected to be on-site as needed, up to 50% of the time, with at least one (1) week's advance notice by the Agency. On-site is defined as being physically present at a Charleston, West Virginia-based facility during standard business hours, Monday through Friday, from 8:00 a.m. to 5:00 p.m. Eastern Time.","Competition (Favoring a particular vendor, platform)":"Based on the scope, qualifications, and size of the opportunity, likely competitors include:\n\nDeloitte\nAccenture\nGainwell Technologies\nIBM Consulting\nPublic Consulting Group (PCG)\nOptum Government Solutions\nHMA Information Services/HSAG affiliated teams\nCGI Federal\nCúram/IBM ecosystem partners\n\nMost likely competition: Deloitte, Accenture, Gainwell, PCG, and IBM due to their existing HHS, CCWIS, Integrated Eligibility, and Child Support portfolios.","Partnership Gaps (Lack of required local partner or sub-contractor)":"Need to demonstrate large-scale M&O operations at the scale expected by WV DoHS.\nDirect Title IV-D Child Support certification experience may require strengthening.\nNo requirement for a West Virginia office or local physical presence was identified.","Independent Verification and Validation":"• Title IV-D certification support obligations.\n• CCWIS compliance and certification support obligations.","Enhanced Staffing":"West Virginia may require the vendor to provide additional staffing at no extra cost if performance is not meeting contract expectations.","Modification and Enhancements Hours Pool":"Agency may use up to 180,000 hours per year for approved changes (not guaranteed usage)\nOnly Agency-approved change requests (CRs) can be billed against this hours pool\nFederal compliance changes and mandatory requirements must be implemented at no extra cost\nEnhancements for business improvements continue throughout the contract with Agency approval\n10% payment retainage applies to each approved CR until successful delivery and acceptance\nVendor may face 0.5% daily penalty (up to 10%) for vendor-caused delays\nVendor must fix vendor-caused defects or rework at no additional cost\nSeparate $400,000 annual direct-cost pool for non-hour-based approved changes (resets yearly)","RFP Document Folder Link":"https://drive.google.com/drive/folders/1S4pa88P7OW0BXp9MJ3cyGMKtEFXACdnj?usp=drive_link"}
Assumptions
- 1. Cardinality Solution will be hosted on AWS Cloud of the State for the production and Disaster Recovery instances.
- 2. AWS Hosting by Cardinality includes six non-production instances - Development, Integration Testing, UAT, Staging, Sandbox and Training
- 3. Cardinality SaaS license includes - Yearly 2 upgrades, monthly hot fixes and level 3 support
- 4. All resources would be based out of the United States
- 5. The Cardinality Saas license cost is provided for up to upto 5200 internal users, up to 1,000 external users and up to 450,000 Citizen users
- 6. Cardinality will leverage the Adobe or DocuSign licenses of the Agency for e-signature
- 7. The Operations & Maintenance phase is assumed to start after DDI phase of 42 months
- 8. Cardinality will provide a mobile responsive application. Development of a mobile app is not part of scope of work
- 9. Cardinality will provide Tier-2 and Tier-3 support during the M&O Phase. The Agency will provide Tier-1 (HelpDesk support) during M&O Phase
- 10. Training is based on four weeks of in-person sessions for the staff. Additional sessions, if required, will be delivered virtually through instructor-led classes or self-paced modules.
- 11. It is assumed that Cardinality will be granted access to third-party vendor systems for data migration. Any delays in obtaining such access may result in adjustments to the data migration pricing.
- 12. Project initiation will be done 60 after contract signing date