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 t...
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