Technical Proposal Instructions

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211N. Front St. • PO Box 8029 • Harrisburg, PA 17105-8029 www.phfa.org 717.780.3800 • TTY: 711

Technical Proposal

Appendix B

Technical Proposal Instructions

Suppliers should complete their proposals as succinctly as possible while still responding to the requested information. The Agency discourages overly wordy responses that add little

substance but are intended to impress primarily by their length.

Supplier proposals must be submitted in the format outlined below. To be considered, the proposal must respond to all requirements in this part of the RFP.

As a reminder, no cost information should be included in the Technical Proposal Document. Appendix B (Technical) and Appendix C (Cost) must be separate documents.

Suppliers must complete each section for which they want to be considered. If a supplier is submitting for multiple categories, they may create a combined proposal and copy it to each section but still must address the questions and work product for each category.

Please select the categories for which you are submitting a proposal:

1) ☐ Software HAF Program User Portal and Application Software (Technology Solution) 2) ☐ Application Processing and Disbursement Services

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3.1 Technical information for the Software Solution

3.1.1 Software Functionality

Software provided must meet industry compliance standards and comply with all applicable federal, state, and municipal law and regulation.

Supplier must state whether their proposed solution meets the requirement in a solution that is currently available in a production system. If it is a feature that is not currently in production but is in development in a pre-production system, the supplier should indicate the expected release date to production. The supplier should also indicate if the requested functionality is part of the standard solution or if it requires modification to be end-user ready and the timeframe it takes for that modification.

External-Facing Applicant/Homeowner Portal

Function Comply in

Production (Yes or No)

Date it will Comply if not currently in Production Standard or requires modification-timeframe for modification-additional comments End user interface available

24/7

PHFA Branding

Responsive Design (mobile phones, tablets)

User login with multi-factor authentication

Step by step application intake Save and complete later

option

Address validations Document upload options (standard document/image formats)

Capability to upload

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Online signature capability (e-sign) Application print/save to PDF option Status of household disbursement limitations Automatic communication with applicant (i.e.,

confirmation of receipt of application or documentation, outstanding requests,

approval status, intended disbursements and

confirmation from recipient when received)

Allows

changes/adjustments/addition of line items entries

Signed acknowledgement form from applicant

Ability to have multiple users on one application

Can have multiple applications For mortgage assistance For various expenses in the program

Each client may only see their own information that is not common information Non common info includes but not limited to

• Income

• Employment

• Upload documents

• Mailing Addresses

• Contact Info

Common information includes but not limited to

• Mortgage payment

amount

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• Line item expenses

Internal Administration/Processing System

Function Comply in

Date it will Comply if not currently in Production Standard or requires modification-additional comments Application pipeline processing

View applications by status Assign staff for validation Duplicate checks

Validate, qualify or disqualify applications

Ability to request additional information from applicants Update application status and generate notifications

Assign staff for

processing/underwriting Case management and underwriting workflows Application underwriting Application approval/denial Application appeal process Ability to maintain comments/notes on applications Payment processing • Posting of the disbursements to the general ledger • Posting of returned funds to the general ledger

• Report disbursed funds to the PHFA

• Tracking

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Application audit trail

Application search capabilities Tax document generation

Application eligibility assessment (rule-Based) Retention and disposition Add-on services for call/application intake

Add on services for ACH/direct deposit

Checklist of requirements Allows transaction/payment viewing

Third party processing/data entry

Income adjustments and verification

Import of approved applications entered from portal

Line item entry, review, approval / deny and payment

• Requested, Approved

and Paid amounts

• Vendor / Payee database Amount Limits • Individual by category and/or combination of categories • These must be adjustable throughout the life of the program Program communication (Posted Messages) / Content management system

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Client tracking including but not limited to • Demographics • Contact info • Income • Employment

Possible integration with Department of Labor and Industry (DLI) for

Unemployment verification

Storage and access of all provided documents

Mortgage / Mortgages Tracking including but not limited to

• Lender

• Delinquent amount

• Payment amount / Info

• Bankruptcy/foreclosure

details if relevant Communication with lenders to determine delinquent amount to bring mortgage current or ongoing monthly payment amount

• Third-Party

authorization required from borrower for PHFA representative to speak with lender

• Lender signed

verification form for information release for mortgage

• Proof of amount due

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Work with large lenders and utilize the CDF (Common Data File) for requesting Mortgage info on a monthly basis on behalf of applicants

Alerts and notifications to loan officers such as Pending items for review, new documents, new line items, mortgage changes, application changes End user management

• Reset Password

• Revoke access

Line item category maintenance (adding, deleting, enable, disable, re-enable)

Queue for loan officers Security: Adhere to all state and federal guidelines for securing PII data

Security: Secure data transmissions between cooperating entities

Ability to pass files/data to external systems such as Housing Counseling (currently RXoffice) and PennWatch (either to the Commonwealth or PHFA)

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Ability to create 1099 tax documents if it is deemed necessary for the program Reporting

Function Comply in

Date it will Comply if not

currently in Production Standard or requires modification-additional comments

Open / closed / denied accounts

Open / closed / denied line items

Time to review line items Amounts spent, requested, approved Broken down by category • County • Legislative districts Income levels Applicant breakdowns • Demographics • Locations Property Locations (County, Legislative Districts)

Loan Officer queues and pending items

Ability to create ad-hoc queries

3.1.2 The Proposal

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Describe how your capabilities and proposed solution align with the Agency’s desired outcome for the work, including how your qualifications can uniquely address the current opportunity. Include any unique value-added services being offered as part of the services being provided.

3.1.3 The Rationale and Execution Strategy

Describe your reasons for developing the project as you have proposed it. You may need to justify why you have chosen your unique approach. Include points such as research, market opportunities, alignment with mission, current resources, technology considerations and compliance. Summarize your strategy based on your research into the Agency’s needs, your experience in providing similar services to other clients, etc.

3.1.4 The Project Approach

Describe the details of how the project will be managed from start to finish. This will include your specific methodologies for completing deliverables, project management tools and

techniques, communications, methods to evaluate and mitigate risk and how the project will be evaluated. Describe past history of your ability to implement the functionality in production under rapidly changing circumstances.

3.1.5 Project Deliverables

Describe the list of project deliverables:

Deliverable Description

Deliverable #1 Brief description

3.1.6 Project Resources

Describe the key resources that will be assigned to the project. This must include a dedicated program manager that is directly assigned to be responsible for the account. Designate if they are direct staff or qualified contractors. Clearly specify any subcontractors, particularly if they are small business enterprises. Describe your commitment to training, partnering with and hiring MBE/WBE/DBE subcontractors and suppliers.

Provide supporting documentation to demonstrate resource expertise such as bios, resumes, or personal portfolios that demonstrate the level of professional expertise required for the

services being requested. Thought leadership or case studies may only be provided if the resources being proposed directly contributed to the body of work.

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3.1.7 Timeline for Execution

Summarize the timeline of project related events from start to finish. Include all important dates related to the project, broken down by date and duration. Items can include project milestones, installation schedules, meetings, reviews or reports.

Description Start Date End Date Duration

Project Start Milestone 1 Milestone 2 Phase 1 Complete Milestone 3 Milestone 4 Phase 2 Complete Milestone 5 Milestone 6 Project End

3.1.8 Prior Experience and References

Include experience in the implementation and support of software for this or similar programs. Experience shown should be work done by individuals who will be assigned to this project as well as that of your company. Include three references for similar scope to include reference organization name, organization address, contact name, contact phone, contact email, and brief description of services and accomplishments.

If you are responding to multiple categories, you may use the same references if the services provided are applicable to those categories.

3.1.9 Technical Response Questions

1. It is possible that there could be programming changes that could happen as a result of legislative changes. How will these changes be updated in the software and the

expected timeframe for changes to be addressed?

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3. There will be a need to convert pilot accounts into the HAF system so that there is one database. What is the level of support that is provided during the conversion process? 4. How is training handled during the implementation? What type of training materials are

provided?

5. What are the support hours? Where is support located? What is your SLA?

6. Do you offer user support groups, webinars, conferences? What is the frequency? 7. How many customers do you have (in production) on the solution you are proposing to

us?

8. What is the frequency of product upgrades / releases? Can the Agency set the pace for the upgrades/releases?

9. What is the process to upgrade to new versions?

10. Is a test environment available prior to the release? If so, how long will the upgrade / release be available on the test site prior to going to production?

11. How do you alert clients of upcoming upgrades and enhancements?

12. How do you determine the prioritization of new functionality / changes in the system? 13. Provide an overview of your system architecture

14. What are the hardware, software and network requirements needed to operate this system?

15. What browsers are supported? 16. Describe your portal security.

17. What is your system maintenance window?

18. Please provide your proposed Service Level Agreement

19. Describe on-line processing and data update frequency. Is performance in real-time or are transactions generated through a batch process? If there is a combination of both, describe which functions are batch, real-time or both.

20. Does your company have a disaster recovery/business continuity plan? How is it tested and how often? Provide an executive summary of the plan. Note: the full plan may be requested as part of the contract.

21. Describe your formal security program which ensures the security and privacy of data, protects against threats or hazards to data and prevents unauthorized access to data. How is sensitive PII data protected?

22. Describe your backup policies and procedures.

23. Describe your policies and procedures if there is a breach or suspected breach of security of any kind.

24. Does PHFA own the data under the hosting agreement?

25. Describe how you communicate with smaller lenders that do not utilize the Common Data file

26. Please describe any certifications your company or platform have obtained (SSAE 18, SOC 1, 2, or 3 reports (Type 1 or 2), ISO 27001, PCI etc.). If certifications have been obtained, can you share the reports?

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28. Do you have independent third-party penetration or external vulnerability assessments performed? Provide an executive summary of the results.

29. Does your company have an incident response plan? If so, how often is it tested? May we see the plan or an executive summary of the plan?

30. Is data hosted in a multi-tenant environment? How is data isolated from other customers?

31. Does your company maintain cybersecurity/cyber-liability insurance? What is covered by your policy and what are the limits of coverage?

32. What is your notification plan for customers in the event of a breach? What is your plan for notifying individuals (as opposed to customers) whose information may have been compromised in a breach?

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3.2 Technical information for the Application Processing Services

3.2.1 Understanding the Program

Provide an executive summary of your understanding of the HAF program to include how you will stay current on any changes in the program.

3.2.2 The Proposal

Provide background information, including a brief background on your company and your understanding of the Agency needs and specific issues to be addressed. You may also choose to include the results of any related research, project history, and additional factors that impact the Agency needs, such as socio-economic trends or impending regulations. Summarize what you are proposing to do and how you are going to meet the goals. If applicable, identify potential areas of concern for the Agency and how you can address them.

Describe how your capabilities and proposed solution align with the Agency’s desired outcome for the work, including how your qualifications can uniquely address the current opportunity. Include any unique value-added services being offered as part of the services being provided.

3.2.4 The Program Approach

Describe the details of how the program will be managed from start to finish. This will include your specific methodologies for completing deliverables, program management tools and techniques, communications, methods to evaluate and mitigate risk and how the program will be evaluated.

3.2.5 Program Deliverables

Describe the list of key program deliverables:

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Describe the key resources that will be assigned to the program. This must include a dedicated program manager that is directly assigned to be responsible for the account. Designate if they are direct staff or qualified contractors. Clearly specify any subcontractors, particularly if they are small business enterprises. Describe your commitment to training, partnering with and hiring MBE/WBE/DBE subcontractors and suppliers.

Provide a staffing plan, including permanent and temporary staff that will need to be hired at the beginning of the project, as well as a plan for reducing staffing needs as the program winds down. The plan should list the type and number of positions (Quality Control Specialists, Case Managers, Accountants, Financial Administrators, Case Management Supervisors, Business Analysts…etc.) with descriptions of their anticipated job tasks. Training plans for staff should be included.

Describe, in detail, vendors and subcontractors (other than program staff) that will be

necessary to stand up program operations in a manner that is timely, effective and on-budget. If the supplier wishes to partner or subcontract with another organization, a description of how that relationship will function and what performance measures will be used to achieve success should be included.

If you are responding to multiple categories, you may use the same resources if the services they are providing are applicable to those categories.

Summarize the timeline of project related events to get the program established and ongoing key milestones. Include all important dates related to the project, broken down by date and duration. Items can include project milestones, installation schedules, meetings, reviews or reports.

Describe your organization’s ability to launch the program within sixty (60) days from contract execution. Also describe your plans for expediting approvals of eligible applications during the first year of operation

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Phase 2 Complete Milestone 5 Milestone 6 Project End

3.2.8 Expected Results

Describe the results expected from the project and why your approach will achieve those results. Describe the risks-what might be lost-if appropriate action is not taken and compare this to the benefits the Agency can achieve with a positive course of action.

Financial Benefits

• Result #1: Brief description of desired result • Result #2: Brief description of desired result • Result #3: Brief description of desired result Technical Benefits

• Result #1: Brief description of desired result • Result #2: Brief description of desired result • Result #3: Brief description of desired result Other Benefits

Use this section to describe other possible benefits such as increased morale or improved customer satisfaction.

Include experience in the execution and management of this or similar programs. Experience shown should be work done by individuals who will be assigned to this project as well as that of your company. Include three references for similar scope to include reference organization name, organization address, contact name, contact phone, contact email, and brief description of services and accomplishments.

1. Describe potential partnerships with other Housing Finance Agencies or public organizations and your approach to prioritizing the needs of multiple clients.

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3. Describe a plan for State and Federal audit preparedness, document storage and retention and protection of sensitive information.

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3.3 Technical information for the Marketing/Communication Services

3.3.1 Understanding the Program

Provide an executive summary of your understanding of the HAF program to include how you will stay current on any changes in the program.

3.3.2 The Proposal

Provide background information, including a brief background on your company and your understanding of the Agency needs and specific issues to be addressed. You may also choose to include the results of any related research, project history, and additional factors that impact the Agency needs, such as socio-economic trends or impending regulations. Summarize what you are proposing to do and how you are going to meet the goals. If applicable, identify potential areas of concern for the Agency and how you can address them.

Describe how your capabilities and proposed solution align with the Agency’s desired outcome for the work, including how your qualifications can uniquely address the current opportunity. Include any unique value-added services being offered as part of the services being provided. Describe how you will market the program and conduct outreach, with specific reference to the modes of communication/methods that may be utilized to target socially disadvantaged

communities.

3.3.4 The Program Approach

Describe the details of how the program will be managed from start to finish. This will include your specific methodologies for completing deliverables, program management tools and techniques, communications, methods to evaluate and mitigate risk and how the program will be evaluated.

3.3.5 Program Deliverables

Describe the list of key program deliverables:

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Describe the key resources that will be assigned to the program. This must include a dedicated program manager that is directly assigned to be responsible for the account. Designate if they are direct staff or qualified contractors. Clearly specify any subcontractors, particularly if they are small business enterprises. Describe your commitment to training, partnering with and hiring MBE/WBE/DBE subcontractors and suppliers.

Provide supporting documentation to demonstrate resource expertise such as bios, resumes, or personal portfolios that demonstrate the level of professional expertise required for the

services being requested. Thought leadership or case studies may only be provided if the resources being proposed directly contributed to the body of work.

If you are responding to multiple categories, you may use the same resources if the services they are providing are applicable to those categories.

Summarize the timeline of project related events to get the program established and ongoing key milestones. Include all important dates related to the project, broken down by date and duration. Items can include project milestones, installation schedules, meetings, reviews or reports.

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Include experience in engagement strategies for programs such as the HAF program.

Experience shown should be work done by individuals who will be assigned to this project as well as that of your company. Include three references for similar scope to include reference organization name, organization address, contact name, contact phone, contact email, and brief description of services and accomplishments.

1. Have you ever interfaced with the three major credit companies to use the information to determine target audience? If so, please describe the process.

2. Describe your ability to interface with other local community groups including housing counseling agencies, legal service organizations and others.

3.3.10 Sample Work Product

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3.4 Technical Information for Call Center Services

3.4.1 Supplier Background Information

Provide background information, including a brief background on your company and your understanding of the Agency needs and specific issues to be addressed. Summarize what you are proposing to do and how you are going to meet the goals. If applicable, identify potential areas of concern for the Agency and how you can address them.

Describe how your capabilities and proposed solution align with the Agency’s desired outcome for the work, including how your qualifications can uniquely address the current opportunity. Include any unique value-added services being offered as part of the services being provided. Information provided must include the following:

• How long have you been in business?

• Is your call center located in the United States? • How many full-time employees do you have?

• How many of those employees are contractors, and how many are salaried? • What languages does the center currently speak?

• What are your hours of operation? • Describe your call quality program.

• Describe the culture and values of your organization

• Provide a copy of the policies and procedures for call center, complaint handling, and customer service satisfaction

3.4.2 Resources: Agent Hiring/Training

• Outline your recruiting process

• Identify your top three agent recruitment sources.

• How many dedicated trainers do you staff on your team?

• What is unique about your agent training regimen?

• How do you provide follow-on training to agents when there are changes/updates to

the program?

• What percentage of agents are still with the company 6 months after graduating from

training?

• How do you determine your attrition rate and what has been the rate over the past 3

years?

• How many of your agents are in stand-alone centers? How many at-home agents do you employ?

• What percent of agents have some post-secondary education?

3.4.3 Technology

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• How many people are in your internal tech support team and do they provide 24/7 coverage?

• What is your turnaround time for technical service outages?

• Describe any certifications your company or platform have obtained (SSAE 18, SOC 1, 2, or 3 reports (Type 1 or 2), ISO 27001, PCI etc.). If certifications have been obtained, can you share the reports?

• Describe testing and validation against past, current and future vulnerability threats. • Provide an executive summary of protections in place to protect against vulnerabilities. • Do you have independent third-party penetration or external vulnerability assessments

performed? Provide an executive summary of the results?

• Does your company have an incident response plan? If so, how often is it tested? Provide an executive summary of the plan.

• Does your company have a disaster recovery/business continuity plan? How is it tested and how often? Provide an executive summary of the plan (the full plan may be

requested upon contract intent to award).

• How is PHFA data isolated from other customers data?

• Does your company maintain cybersecurity/cyber-liability insurance? What is covered by your policy and what are the limits of coverage?

• What is your notification plan for customers in the event of a breach? What is your plan for notifying individuals (as opposed to customers) whose information may have been compromised in a breach?

• Will the supplier purchase an 800 number? If so, will it be transferred to PHFA at the end of the contract?

3.4.4 Reporting/Metrics

• What are your key performance metrics and how do you report on them to clients? • What is your system/process to alert you on issues beyond your tolerance?

• Is there a client portal for the Agency to easily access reports and how current on the reports (real-time, near real-time, daily, etc.)

• What custom reporting capabilities do you have?

3.4.5 Project Management

• Provide an outline of the resources that will be implementing and managing the project and the percentage of time that they will be dedicated to our program.

• Describe the details of how the program will be managed from start to finish. This will include your specific methodologies for completing deliverables, program management tools and techniques, communications, methods to evaluate and mitigate risk and how the program will be evaluated.

• Describe how you will ramp up the call center within 60 days of contract execution. • Summarize the timeline of project related events to get the program established and

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Description Start Date End Date Duration Project Start Milestone 1 Milestone 2 Phase 1 Complete Milestone 3 Milestone 4 Phase 2 Complete Milestone 5 Milestone 6 Project End