ODJFS Customer Experience Measurement Solution RFP

Amendment One to the RFP includes a summary document of the changes.
Information technology consultation services
Inquiries Inquiry 90059 | 1. [Technical] Please confirm the expected annual volume of survey responses and associated data ingestion (records per month) across all required channels so vendors can right-size licensing and storage.2. [Integration] For integrations to the Innovate Ohio Platform (Snowflake) data lake, what secure transport methods, schemas, and frequency (batch vs. streaming) does ODJFS require, and will the State provide API credentials or expect the vendor to build ETL pipelines?3. [Security/Compliance] Does the proposed SaaS environment need to be FedRAMP Moderate authorized, or will adherence to Supplement 2 and SOC 2 Type II suffice for the State’s risk assessment?4. [Scope/Pricing] Will the cost evaluation consider only the mandatory components (annual and quarterly outbound surveys plus existing survey integrations), or will optional new survey channels be included in the scored cost total?5. [Implementation Timeline] The RFP references establishing a mutually agreed go-live date within 45 days of PO issuance; is ODJFS open to a phased go-live where ingestion of existing survey data precedes deployment of new outbound surveys to ensure quality and minimize risk? | Answer: [Technical] Please confirm the expected annual volume of survey responses and associated data ingestion (records per month) across all required channels so vendors can right-size licensing and storage. Below you will find the estimated monthly volume of surveys for the required channels. Please note that for two of the channels (Buckeye UI portal and public website) the volume is unknown because the surveys have not yet launched. Buckeye UI is scheduled to go live late fall 2026. The public website is in the process of being moved to a new platform. A Forms.io survey tool will be added to the new website in the coming months. For the outbound annual and quarterly pulse surveys, the total population that could be surveyed is approximately 260,000 (inclusive of claimants, employers, and TPAs).  Existing VOC surveys Estimated Monthly Volume Buckeye UI (customer portal) Volume is unknown as this will be a new survey that we are launching. Live Chat 20/month – we plan to grow this channel Chatbot 20/month – we plan to grow this channel IVR call center 14,000/month Public website Volume is unknown as this will be a new survey that we are launching. [Integration] For integrations to the Innovate Ohio Platform (Snowflake) data lake, what secure transport methods, schemas, and frequency (batch vs. streaming) does ODJFS require, and will the State provide API credentials or expect the vendor to build ETL pipelines? The vendor is to build data ingestion processes and/or ETL pipelines to and from Snowflake as needed to meet the requirements in the RFP. Frequency will be determined by channel during implementation planning. [Security/Compliance] Does the proposed SaaS environment need to be FedRAMP Moderate authorized, or will adherence to Supplement 2 and SOC 2 Type II suffice for the State’s risk assessment? The requirement is for FedRAMP certified. [Scope/Pricing] Will the cost evaluation consider only the mandatory components (annual and quarterly outbound surveys plus existing survey integrations), or will optional new survey channels be included in the scored cost total? Yes, only the mandatory components will be included in the scored cost total. [Implementation Timeline] The RFP references establishing a mutually agreed go-live date within 45 days of PO issuance; is ODJFS open to a phased go-live where ingestion of existing survey data precedes deployment of new outbound surveys to ensure quality and minimize risk? Yes, ODJFS is planning a phased implementation for the entire project. The existing survey channels will be phased based on data availability, see the table on page 6 for estimated timing. New channels could launch before existing channels depending on the timing, Go-live timelines will be mutually agreed upon. | Answered: Existing VOC surveys Inquiry Existing VOC surveys | Estimated Monthly Volume Inquiry Buckeye UI (customer portal) | Volume is unknown as this will be a new survey that we are launching. Inquiry Live Chat | 20/month – we plan to grow this channel Inquiry Chatbot | 20/month – we plan to grow this channel Inquiry IVR call center | 14,000/month Inquiry Public website | Volume is unknown as this will be a new survey that we are launching. Inquiry 90101 | 1. Can you share the total volume of expected surveys, chats, social media, and call center interactions JFS expects on an annual basis?2. Do you have an anticipated budget amount? Is there a required percentage to be allocated to software vs. services?3. What is the total volume of historical data from the State's IOP Data Lake that must be integrated into the selected solution? That is, the total number of individual records from existing survey tools and systems enumerated in Section C.2.4. In the Scope of Work Overview, does the "centralized dashboard" refer to a dashboard within the proposed SaaS solution; an existing, internal ODJFS dashboard the solution would feed into; or a desired net-new ODJFS dashboard? "All feedback data, whether newly collected or pre-existing, must be consolidated into a centralized dashboard for reporting and analysis." | Answer: Can you share the total volume of expected surveys, chats, social media, and call center interactions JFS expects on an annual basis? Below you will find the estimated monthly volume of surveys for the required channels. Please note that for two of the channels (Buckeye UI portal and public website) the volume is unknown because the surveys have not yet launched. Buckeye UI is scheduled to go live late fall 2026. The public website is in the process of being moved to a new platform. A Forms.io survey tool will be added to the new website in the coming months. For the outbound annual and quarterly pulse surveys, the total population that could be surveyed is approximately 260,000 (inclusive of claimants, employers, and TPAs).  Existing VOC surveys Estimated Monthly Volume Buckeye UI (customer portal) Volume is unknown as this will be a new survey that we are launching. Live Chat 20/month – we plan to grow this channel Chatbot 20/month – we plan to grow this channel IVR call center 14,000/month Public website Volume is unknown as this will be a new survey that we are launching. Do you have an anticipated budget amount? Is there a required percentage to be allocated to software vs. services? In the interest of obtaining the most competitive pricing, the State has chosen not to share the anticipated budget. What is the total volume of historical data from the State's IOP Data Lake that must be integrated into the selected solution? That is, the total number of individual records from existing survey tools and systems enumerated in Section C.2. We are not planning to load historical data. In the Scope of Work Overview, does the "centralized dashboard" refer to a dashboard within the proposed SaaS solution; an existing, internal ODJFS dashboard the solution would feed into; or a desired net-new ODJFS dashboard? "All feedback data, whether newly collected or pre-existing, must be consolidated into a centralized dashboard for reporting and analysis." The centralized dashboard is expected to be created and used within the proposed SaaS solution. | Answered: Existing VOC surveys Inquiry Existing VOC surveys | Estimated Monthly Volume Inquiry Buckeye UI (customer portal) | Volume is unknown as this will be a new survey that we are launching. Inquiry Live Chat | 20/month – we plan to grow this channel Inquiry Chatbot | 20/month – we plan to grow this channel Inquiry IVR call center | 14,000/month Inquiry Public website | Volume is unknown as this will be a new survey that we are launching. Inquiry 91209 | What cloud providers and storage services (e.g., AWS S3, Azure ADLS, Google Cloud Storage) host the lake? | Answer: The IOP Data Lake is hosted in AWS and uses Amazon S3 as its primary storage layer. Data is stored in S3 and made available for analytics and reporting through Snowflake. | Answered: 6/16/2026 Inquiry 91212 | What file formats are standard (e.g., Parquet, Orc, JSON)? | Answer: Parquet is the standard but it will support other types like JSON/CSV as well. | Answered: 6/16/2026 Inquiry 91215 | Where does compute happen (e.g., Snowflake, Databricks, Spark, Trino), and is it separated from storage? | Answer: For the new proposed solution, analytical computation will be on the offeror’s system. “Offerors must propose a cloud-based, SaaS solution and associated technical assistance capable of supporting survey development and administration (as applicable), integration of existing feedback data, data standardization, analytics, and dashboard reporting.” (Scope of Work page 26). For existing surveys (gray boxes in the “Existing surveys” section), the surveys will be developed and administered outside of the proposed solution, and the resulting data will be shared with the selected Contractor for data analytics and visualization. The selected Contractor will extract the data from the State’s IOP Data Lake and share back the transformed data with ODJFS by ingesting the data onto the State’s IOP Data Lake. (page 4) | Answered: 6/16/2026 Inquiry 91219 | How are cloud storage and compute costs monitored and optimized? | Answer: For the IOP Data Lake - Storage and compute resources are managed and monitored by the statewide platform using AWS and Snowflake administrative tools. Vendors are not responsible for cloud infrastructure cost management of the IOP data lake. Proposed solutions should leverage efficient data processing and integration practices and align with Snowflake-native capabilities where appropriate. For the new proposed solution, analytical computation will be on the offeror’s system. “Offerors must propose a cloud-based, SaaS solution and associated technical assistance capable of supporting survey development and administration (as applicable), integration of existing feedback data, data standardization, analytics, and dashboard reporting.” (Scope of Work page 26). | Answered: 6/16/2026 Inquiry 91225 | Does SMS survey deployment have to occur entirely within the existing Ecourtdate text messaging system, or can the proposed solution integrate with Ecourtdate while hosting survey logic and reporting externally? | Answer: We are open to reviewing all available options, including the use of our system, your system, or potential integrations. At this stage, we have not yet finalized our preferred approach. We will work collaboratively with the chosen vendor during implementation planning to determine the best approach. Feel free to propose optional approaches in your offer. | Answered: 6/16/2026 Inquiry 91226 | Please describe these elements in the context of the IOP Data Lake:identifiers / join keyshistorical depthschemas and data dictionaries data catalogs (e.g., Collibra, Alation, Apache Atlas, or cloud-native catalogs)open table formats (Apache Iceberg, Delta Lake, or Apache Hudi) | Answer: Identifiers and join keys are source-system specific. Cross-system identifiers and standardized join strategies are not currently established across all datasets but can be developed during data onboarding where integration use cases require them. This may include the creation of cross-reference or surrogate key structures within the Snowflake layer depending on business requirements. Historical data availability will depend on each source system. The data lake will retain data beginning at the point of initial ingestion. Any backfill of historical data will be determined during onboarding based on source system availability and project requirements. Schemas will be derived from source system structures during onboarding into the data lake. Data dictionaries and metadata documentation will be developed as part of the onboarding and governance process to support discovery and usability. Data sources that are onboarded to the data lake are brought into Alation Data is stored in Amazon S3 and processed in Snowflake for analytics. Table-level structure and transactional behavior are managed within Snowflake. Details regarding the use of open table formats in the underlying storage layer are managed by the platform/infrastructure teams. | Answered: 6/16/2026