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File #: 20-820    Version: 1 Name:
Type: Resolution Status: Passed
File created: 9/22/2020 Departments: HUMAN SERVICES AGENCY
On agenda: 10/20/2020 Final action: 10/20/2020
Title: Adopt a resolution waiving the Request for Proposals (RFP) process and approving the execution of an agreement with Novigo Solutions, Inc., to provide software maintenance and technical support for the QUEST application for the term of October 1, 2020 to September 30, 2023, in a total amount not to exceed $215,850.
Attachments: 1. 20201020_r_Novigo.pdf, 2. 20201020_a_Novigo.pdf
Special Notice / Hearing: None__
Vote Required: Majority

To: Honorable Board of Supervisors
From: Ken Cole, Director, Human Services Agency
Subject: Agreement with Novigo Solutions, Inc.

RECOMMENDATION:
title
Adopt a resolution waiving the Request for Proposals (RFP) process and approving the execution of an agreement with Novigo Solutions, Inc., to provide software maintenance and technical support for the QUEST application for the term of October 1, 2020 to September 30, 2023, in a total amount not to exceed $215,850.

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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 prevent errors form 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 was conducting manual case reviews, which was inefficient and susceptible to administrative errors. HSA uses QUEST to enter case reviews, re-reviews and corrective action reviews, and 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 enter into a new three (3) year agreement with Novigo to provide technical support and software maintenance f...

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