Specifications include, but are not limited to: The successful offeror of this RFP will join the state in moving SPACES from a major system development project to a steady state of operations, while embracing a spirit of continuous quality improvement by implementing ongoing enhancements on an iterative basis. This will allow STATE and its partners to assure a modern, user-friendly experience for all its customers and to operate in an efficient, effective, timely, innovative, and transparent manner to support NDDHS’ mission. The state will actively pursue a shift in operational processes and practices to support the continued improvement of SPACES. To operate in an environment of ongoing continuous improvement, SPACES must first achieve a “steady state”. The state defines a “Steady State” for SPACES to mean: · An ongoing SPACES governance structure is in place and functioning effectively. · The backlog of priority defects has been remediated and the defect density is stabilized at a level determined acceptable by NDDHS and Information Technology Department (ITD). This is necessary in order to minimize disruption to the business. · The current backlog of unmet core business needs is reduced to a point where the state’s expectations are met, meaning the system adequately supports efficient and effective performance of the business processes in a user-friendly manner. · Management & Operations (M&O) processes are standardized and performed in an efficient, effective manner that achieve intended outcomes. · The state has established and engaged in continuous improvement activities (after the initial Steady State is achieved) to refine aspects of SPACES M&O (e.g., processes, technology staffing structure). As NDDHS and ITD look ahead to the next five years, we see opportunity for the successful offeror to assist the state in identifying and implementing improvement activities and to ensure SPACES is enhanced to support these improvements, which include: · Retiring legacy systems · Redesigning the eligibility workflow across all 19 HSZs · Enhancing worker productivity · Improving customer experiences · Enhancing training and support for SPACES · Creating a robust reporting solution
