Special Notice / Hearing: None__
Vote Required: Majority
To: Honorable Board of Supervisors
From: Claire Cunningham, Director, Human Services Agency
Subject: Amendment with Novigo Solutions, Inc. for QUEST Custom Software System
RECOMMENDATION:
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Adopt a resolution waiving the Request for Proposals (RFP) process and authorizing an amendment to the agreement with Novigo Solutions, Inc. to provide an additional 12 months of maintenance services for a revised term of October 1, 2026 through September 30, 2027, and to increase the total obligation by $60,000 for a revised total obligation not to exceed $260,000.
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BACKGROUND:
The Human Services Agency (HSA) conducts quality assurance case reviews to monitor the accuracy of benefit eligibility determinations, ensure benefit programs are implemented according to state and federal regulations, and to prevent errors from recurring through the modification of policy and trainings. It is estimated that HSA conducts 500 to 700 case reviews each month. In 2017, HSA implemented an automated case review system called QUEST. QUEST was developed for HSA by Novigo Solutions, Inc. (Novigo).
QUEST is a web-based application/tool that allows HSA to maximize efficiency, maintain the validity of the data and reduce error rates by automating the quality assurance review system. Prior to the implementation of QUEST, HSA conducted manual case reviews, which was inefficient and susceptible to administrative errors. HSA uses QUEST to enter case reviews, re-reviews and corrective action reviews. The system provides accuracy reports, error trends and other relevant data without the need for manual analysis. These reports are then analyzed and used to improve HSA business operations, inform policy and develop trainings.
DISCUSSION:
Preventative and routine application maintenance of QUEST is necessary to ensure accessibility and security of case review information. HSA would like to amend the current agreement to add an additional 12 months with Novigo to provide technical support and software maintenance for the QUEST application. Novigo will provide remote support services during HSA business hours, software patches, upgrades and fixes to maintain system performance and ensure HSA case data is secure. The annual cost for maintenance is $60,000.
QUEST application maintenance and technical support is proprietary to and solely provided by Novigo. HSA is currently in the process of solicitation for these services. For these reasons, HSA is recommending the Board waive the Request for Proposals process as Novigo is the only vendor available to provide technical support and software maintenance for these applications.
The resolution contains the County’s standard provisions allowing an amendment of the County’s fiscal obligations by a maximum of $25,000 (in aggregate).
The County Attorney has reviewed and approved the resolution and the agreement as to form.
PERFORMANCE MEASURE:
|
Measure |
FY 2023-24 Actuals |
FY 2024-25 Actuals |
FY 2025-26 Actuals |
FY 2026-27 Target |
|
Percentage of time (uptime) the QUEST application is functional, operational, and useable. |
99% |
99% |
99% |
99% |
COMMUNITY IMPACT:
Ensuring the accuracy of benefit eligibility determinations safeguards the program to make it available to eligible San Mateo County residents.
FISCAL IMPACT:
The term of this amendment is October 1, 2026 through September 30, 2027. This amendment adds $60,000 of funds for a new total obligation not to exceed $260,000 and is paid for by State Funds. Budgetary appropriations for this agreement are included in the FY2026-27 Recommended Budget and will be included in future budgets as part of the annual budget process. There is no Net County Cost associated with this action.