KERN HEALTH SYSTEMS Member Rewards Solution Instructions

KERN HEALTH SYSTEMS
2900 Buck Owens Blvd.
Bakersfield, CA 93308
Request for Quote for
Member Rewards Solution November 16, 2023 Proposal Deadline:
November 28, 2023, 2:00 PM PST

INSTRUCTIONS AND CONDITIONS

1. Definitions
   a. As used herein, “RFQ” means “Request for Quote.”
   b. As used herein, “KHS” means “Kern Health Systems.”

2. Preparation of Responses (Instructions to Bidders)
   a. Before submitting a Proposal, each Bidder is expected to thoroughly examine the specifications in the Attachments, and all other related contractual documents included in this RFQ, including subsequent amendments to the RFQ. Failure to do so will be at the Bidder’s risk, and will not bar the Bidder’s obligation to perform if a contract is awarded pursuant to this RFQ.

3. Explanation to Bidders a. If a Bidder desires an explanation of any kind regarding provisions of this RFQ, the Bidder must generate a written request for such explanation. The request may be emailed to [email protected], faxed to 661-664-4381, or addressed to:
   Kern Health Systems
   Attention Purchasing Department
   2900 Buck Owens Blvd.
   Bakersfield, CA 93308

4. Submitting Proposals
   a. Please submit ONE (1) electronic copy. Electronic copy should be submitted via email to [email protected].
   b. Faxed proposals will NOT be considered. c. Alternate Proposals are not authorized and will NOT be considered.

5. All Proposals must be received by KHS no later than November 28, 2023, 2:00 PM PST. Late Proposals will NOT be considered or accepted. For purposes of this RFQ, the official time shall be the time on the clock in the lobby of KHS front office.

6.  Bidders Response Information Since KHS is a public entity, all responses may be disclosed through the Public Records Act. KHS may keep submissions and negotiations confidential until the Governing Board approves the final contract and/or a Purchase Order is issued.

7. Award of Contract
   a. Award will be made, in whole or in part, to the responsive, responsible Bidder whose Proposal is determined by KHS to be most advantageous to KHS, price, delivery, and others factors considered.
   b. KHS may reject any or all bids, and may waive informalities and minor irregularities in bids received.
   c. THE CONTRACT IS SUBJECT TO KHS GOVERNING BOARD APPROVAL.

8. Evaluation Process
   a. The determination and final selection of the successful Bidder will be based upon evaluation by KHS considering all factors and such other criteria (subjective and otherwise) as KHS may, at its sole discretion, deem relevant. In no event will KHS be limited to selecting a Bidder based solely upon total cost submitted.
   b. Including the Total Price, the following overall factors will be considered:
   · Corporate capabilities
   · Responsiveness to RFQ
   · Experience with Member Rewards Solution
   · Value-added services
   · Timeliness of service
   · Trade reference and/or referrals
   · History of compliance with government contracts and laws
   c. KHS will provide special consideration to vendors located and doing substantial business in Kern County.

9.  Late Bids No Proposal or Proposal Amendment received at the office designated in this RFQ after the time set for receipt specified in this RFQ will be considered or accepted.

10. Cost of Preparation of Bids Costs for developing responses to this proposal are entirely the responsibility of the Bidder.

11. Withdrawal of Bids
    a. Proposals may be withdrawn by letter or in person by a Bidder or an authorized representative possessing proper identification and written proof of his authority to act on behalf of the Bidder. If withdrawn in person by a Bidder or a representative of the Bidder, the person withdrawing the Proposal will be required to sign a receipt for the Proposal.
    b. Withdrawal action of any type must be done before the date and time specified for opening of bids in this RFQ.

12. Payment
    a. Invoices for services rendered shall be directed to: Kern Health Systems Accounts Payable 2900 Buck Owens Blvd. Bakersfield, CA 93308 or submitted via email to: [email protected]
    b. Payment will be made upon receipt of an appropriate invoice and determination by KHS where products and/or services have been determined by KHS to be satisfactorily provided, and subject to the terms of the contract. Payment terms are Net 30 after receipt of a valid invoice. KHS is unable to take advantage of any prompt-payment discounts. KHS is not responsible for misdirected invoices.

13. Miscellaneous
    a. The successful Bidder may not assign the contract or any part of its obligations without the prior written consent of KHS, which may be withheld in its sole discretion.
    b. The successful bidder will enter into a “Professional Services Agreement” with KHS.
    c. Bidder recognizes that the Medi-Cal Managed Care and Healthy Families programs are dynamic programs that are subject to numerous legislative and regulatory changes, which will likely require the successful Bidder to implement related changes to the agreement that may be awarded pursuant to this RFQ.

14. Disposition of Proposals and Proprietary Data
    All materials submitted in response to this RFQ become the property of Kern Health Systems. Any and all proposals received by the KHS shall be subject to public disclosure and inspection, except to the extent the proposer designates trade secrets or other proprietary data to be confidential, after the Evaluation Committee has completed its deliberative process and either the proposer has been informed that they are not the vendor selected by the Evaluation Committee for recommendation to the Board of Directors, or the matter has been set for consideration before the Board of Directors, whichever comes first.
    Material designated as proprietary or confidential shall accompany the proposal and each page shall be clearly marked and readily separable from the proposal in order to facilitate public inspection of the non-confidential portion of the proposal. Prices, makes and models or catalog numbers of the items offered, deliverables, and terms of payment shall be publicly available regardless of any designation to the contrary. KHS will endeavor to restrict distribution of material designated as confidential or proprietary to only those individuals involved in the review and analysis of the proposals.
    Proposers are cautioned that materials designated as confidential may nevertheless be subject to disclosure. Proposers are advised that KHS does not wish to receive confidential or proprietary information and that proposers are not to supply such information except when it is absolutely necessary. If any information or materials in any proposal submitted is labeled confidential or proprietary, the proposal shall include the following clause:
    (legal name of proposer) shall indemnify, defend and hold harmless Kern Health Systems, its officers, agents and employees from and against any request, action or proceeding of any nature and any damages or liability of any nature, specifically including attorneys’ fees awarded under the California Public Records Act (Government Code §6250 et seq.) arising out of, concerning or in any way involving any materials or information in this proposal that (legal name of proposer) has labeled as confidential, proprietary or otherwise not subject to disclosure as a public record.

15. Timeline The following timeline is based on KHS’ requirements and will be strictly adhered to unless modified by amendment

Notwithstanding the approval of the contract by the KHS Governing Board, the contract, its terms and conditions, and the commencement of operations thereunder are subject to regulatory approval and modification.

ATTACHMENT A SCOPE OF SERVICES

1. Background
a. Overview: Kern Health Systems (KHS) is planning to replace and improve our existing Member Rewards Solution to achieve several key areas, all of which are aimed towards improving the overall health and well-being of our members.
These areas include:
i. Healthy Behaviors: Encourage members to engage in activities that promote wellness, such as exercise, healthy eating, preventive screenings, and vaccinations through the rewards program and incentives.
ii. Disease Prevention and Management: Encourage members to manage chronic conditions, participate in disease management programs, and adhere with treatment plans through the rewards program and incentives.
iii. Member Satisfaction: Improve the overall member satisfaction and foster positive relationships by showing appreciation and support through the rewards program.
iv. Reduced Healthcare Costs: Decrease the long-term healthcare costs associated with chronic illnesses and complex medical conditions by encouraging healthier behaviors, preventative care, and early intervention through the rewards program.
v. Health Data Collection: Gather data on member behavior and preference to identify trends for creating effective member interventions through the rewards program.
b. Outcome: This RFQ is soliciting vendors to provide the Member Rewards Solution that aligns with the organization’s goals and requirements.
i. Estimated dollar amount of rewards earned in a year: $4,000,000
ii. Estimated number of unique members earning rewards in a year: 200,000
iii. Estimated number of reward programs: 25
c. Requirements: This table below outlines the Member Rewards Vendor Business Requirements that the vendor must meet across the following areas:
i. Member Rewards Channel: Delivery platform and method for redeeming rewards.
ii. Member Rewards Customer Service: Provide guidance and support to members throughout the member rewards program, such as answering questions.
iii. Member Rewards Fraud: Investigate and address fraudulent activities and behaviors, such resolving unauthorized transactions with financial institutions.
iv. Member Rewards Portal: Provide an online platform for members to easily check their account balances and access additional features.
v. Admin Rewards Portal: Provide an online platform for administrators to oversee, manage, and control various aspects of the member rewards program.
Member Rewards Vendor Business Requirements

ID

| Business Requirement Area|

Business Requirement Description

---|---|---
BR-MR1| Member Rewards Channel| The member rewards vendor must provide a dedicated platform for members to (1) access and track their rewards, (2) view eligible rewards for enrollment and participation,  _ _and__ (3) self-declare the completion of rewards within eligible programs where attestation can be customizable based on a list of approved reward types.
BR-MR2| Member Rewards Channel| The member rewards vendor must provide a single and physical pre-loadable private white-label Visa or Mastercard that can be reloadable at any time and used across all the reward programs with the following branded on the card:
· Kern Family Heath Care company name.
· Kern Family Heath Care rewards toll free number.
BR-MR3| Member Rewards Channel| The member rewards vendor must issue the member rewards card to a member (1) upon receipt of the first earned member reward within 5 business days of a qualifying event and (2) any replacement card within 5 business days of request.
BR-MR4| Member Rewards Channel| The member rewards card must be restricted for use at participating and approved physical and online stores only.
BR-MR5| Member Rewards Channel| The member rewards card must (1) prohibit the purchase of alcohol, tobacco, and firearms and (2) allow custom product exclusions per reward program at any time.
BR-MR6| Member Rewards Customer Service and Support| The member rewards vendor must provide a customer service support center for assisting members with inquiries, issues, and guidance related to their participation in a rewards program with minimum standard business hours (M-F 8-5 PM PST).
BR-MR7| Member Rewards Customer Service and Support| The member rewards vendor must seamlessly (1) receive incoming calls that are routed from Kern Health Systems to the vendor _and _(2) warm transfer calls back to Kern Health Systems for handling requests outside of member rewards.
BR-MR8| Member Rewards Fraud| The member rewards vendor must resolve fraud case s with the major credit card company by addressing fraudulent disputes, activities, and behavior.
BR-MR9| Member Rewards Fraud| The member rewards vendor must (1) communicate any potential fraud activities within 24 hours _and _(2) send the list of potential fraud activities to the Kern Health Systems compliance team with the result of the resolution within 5 days.
BR-MR10| Member Rewards Portal| The member rewards vendor portal must allow single-sign-on integration with the Kern Family Health Care member portal for member convenience and security.
BR-MR11| Member Rewards Portal| The member rewards vendor portal must be (1) accessible on a mobile device _and _(2) available in both English and Spanish.
BR-MR12| Member Rewards Portal| The member rewards vendor portal must contain the following features:
• Register/create an account.
• View rewards account balance.
• View pending and processed transactions.
• Report card as lost and/or stolen to request a new one.
• View card details, such as shipped date (if new card requested).
• Sign-up for notifications to receive an email and/or text message alert when new funds have been added to your account.
•Locate OTC/Grocery Benefit merchants and search products to easily identify if it’s an eligible approved item for purchase.
BR-MR13| Admin Rewards Portal| The admin rewards vendor portal must allow single-sign-on integration with the Kern Health Systems member engagement platform for user convenience and security.
BR-MR14| Admin Rewards Portal| The admin rewards vendor portal must contain the following features:
• Search for member.
• View member summary page.
• View member transactions activity list.
• Report card lost and/or stolen to issue a new card.
• Check status of replacement card delivery and details.
• View canned reports for monitoring.
o How many members received a card?
o How much member rewards funds have been awarded, used, not used?
o Etc.

d. Vendor Responses
i. Respond with a “yes” or “no” on whether each Member Rewards Vendor Business
Requirement above can be met, accompanied by an explanation for each response.
ii. Provide a list of participating merchant retailer for both online and physical.
iii. Clarify any items not identified in the RFQ that will contribute to the Total Cost.
iv. Outline implementation timeline and availability for project start.

ATTACHMENT B SCHEDULE OF FEES

Proposal Costs (This section is derived from the Scope of Services, Attachment A)

1. Define your proposed method of reimbursement for services provided through your organization. KHS customarily prefers itemized billing on a project basis (or as major milestones are accomplished for very large projects) with specific deadlines identified in the Proposal.

2. Please provide a summary table matrix of costs by line item including:
   a. Item description.
   b. Quantities required (specify units of measure).
   c. Not-to-exceed amounts for installation or travel.
   d. Target date of completion.

3. List any additional costs that may be incurred in completion of this project and the circumstances that would trigger those costs.

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