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State of Florida – Department of Children and Families Deloitte’s Response to ITN# 03F12GC1 – ACCESS Florida System Replacement

Company Profile and Experience Tab 7

DCF benefits from Deloitte’s national State Government experience because: • Deloitte has over 35 years of

experience working with 14 states to develop, implement, and maintain 30 eligibility and case management solutions.

• Deloitte brings experienced resources, many of whom have held respected and challenging positions within the eligibility and HHS industry.

• Deloitte brings many years of Operations & Maintenance experience in multiple states including 6 years of recent experience working with the DCF on the ACCESS Florida System.


Deloitte’s qualifications to implement and support the FIELDS solution are based on our Florida experience and over thirty-five years of experience in national Health and Human Services (HHS) eligibility. Our HHS experience includes twenty five years developing and/or maintaining 30 eligibility solutions. Our knowledge of state eligibility systems and self-service portal solutions, combined with our national technology, implementation, and HHS experience, presents DCF with a compelling value proposition and implementation confidence that is backed by continuous eligibility market presence unmatched by any other vendor.

We are not new to Florida. We have built a strong foundation for our relationship with you. We understand your culture and share a common bond of success in FIELDS. Our national experience combined with our local familiarity with the DCF systems, offers Florida the combination of system continuity and national innovative practices to meet the vision and goals of DCF.

Deloitte is distinguished by our broad capabilities, deep industry knowledge, and ability to implement the advice we provide. Our practitioners generate insights that produce tangible results — from strategy formulation through implementation – which is the type of systems integrator DCF needs, to successfully implement FIELDS within the timeline identified by DCF.

Deloitte recently completed the statewide rollout of Texas TIERS, the largest state level, web-based eligibility system. On the next page, we present a letter regarding our role in the State of Texas.



Figure 7-1. Testimonials from the State of Texas Project Director Our clients provide insight on how we have teamed with them over the years to deliver successful projects.

Deloitte has extensive experience in implementing and operating Integrated Eligibility systems similar in scope and complexity to ACCESS FLORIDA in several states. The states under our experience are some of the largest in the country including California, Michigan, Texas, Florida, and Pennsylvania. Our 35 years of experience within the Health and Human Service arena, including 25 years of Integrated Eligibility experience, coupled with our knowledge of the existing ACCESS Florida environment and Federal regulations positions us as the best choice to implement this critical project. Deloitte is a stable organization that is financially strong and Deloitte’s technical depth as the implementer of Integrated Eligibility systems, allows us to quickly focus on implementing FIELDS.



• As the market leader in delivering Integrated Eligibility solutions, Florida benefits from the experience Deloitte brings from having completed large-scale Integrated Eligibility solutions that are comparable in size and scope to FIELDS

• Shorter system replacement timeframes that allow the state to eliminate legacy mainframe costs and risks sooner than expected.

• We are at the forefront of innovation in HHS and we share this insight with you. Deloitte's HHS team brings leading industry innovations and sound business practices to help Florida solve their most difficult challenges. Our entire team is focused on innovation. From handling work requests to dealing with dramatic shifts in HHS such as healthcare reform, we provide the Department access to new ideas and thoughtware that are shaping the HHS industry.

In the following sections, we outline our rich history of success, the national experience of the firm and the in-depth experience of the team that we bring to implement the requirements outlined in the ITN.

7.1 Vendor’s Company History and Experience As the world’s largest management professional services firm, Deloitte is different from other major consulting firms in that we are a full service, multi-functional professional services organization providing consulting, audit, tax, and financial advisory businesses under a single Deloitte brand. This greater breath of disciplines and services allows us to draw on our leading resources across functions to develop and implement innovative solutions that create greater value for the clients we serve. Within these businesses, we go to market by industry specialization and service competency. As it relates to Florida, we leverage our State Government practice as well as Technology services which are directly related to the services required in this ITN.



The largest component of Deloitte’s State Government practice is the area that serves Health and Human Services (HHS). Our HHS teams bring leading industry innovations and sound business practices that help our clients solve their most difficult challenges, like modernizing eligibility determination systems and customer portals, and integrating tools such as document imaging. This experience support the changes required under the Affordable Care Act (ACA) and to satisfy mandated requirements from the Center for Medicare and Medicaid Services.

Background and Experience Deloitte is one of the oldest and most respected professional service firms in the United States. Our parent company was founded in 1895 and has since undergone many changes. Today, we are the largest global consulting firm with over 100 offices across the nation; we provide a wide range of business and technology services to a variety of clients and industries. Within US, Deloitte has more than 51,000 professionals across four functions (Consulting, Tax, Audit, and Financial Advisory Services). The consulting function has more than 19,000 professionals and we work with more than 1,700 individual contractors. Deloitte professionals are not organized around product offerings, but rather around service areas. Our firm�s professionals help clients―from new economy start-ups to Fortune 1000 global organizations―to create, reinvent, and defend their business models by guiding them through the complexities of the evolving economy. Figure 7.1-1 provides Deloitte’s requested corporate background information.

Figure 7.1-1. The Department benefits from Deloitte’s Strong Organization. Deloitte provides deep bench of knowledgeable staff as well as a strong track record of serving State Government clients across the nation.



Market Leaders in HHS Program Solution and Delivery HHS practice forms the largest component of Deloitte’s Public Sector practice that serves clients like DCF. It is distinguished by the number of dedicated professionals and successfully implemented projects. To maintain our functional and technical knowledge, we go to great lengths to be proactive in our learning and understanding about the challenges, direction, and trends in the HHS industry, including solution strategy for ACA and CMS compliance needs.

Figure 7.1-2. Deloitte’s HHS Experience. Deloitte’s nationwide network of HHS professionals has assisted county, state, federal, and local governments successfully implementing, supporting and enhancing large-scale systems integration projects for 40 years and we bring this experience to Florida.

Figure 7.1-2 illustrates more than 100 different State HHS projects that we have delivered, or are currently delivering across the United States. Many of these projects are similar in size, scale, scope, and complexity, and are directly related to the services requested in this ITN and



Figure 7.1-3. Deloitte’s BIG 10 IE Implementations. Industry leader in delivering IE solutions to the BIG 10 States in US.

demonstrate Deloitte’s ability to bring knowledgeable HHS staff to successfully deliver the FIELDS project.

In the table, Table 7.1-1, shown is “The Center for Digital Government's 6th Annual Best Fit Integrator Awards 2012” awards that Deloitte received from The Center for Digital Government in recognition for being the top integrators of technology solutions for government in 2012.

6th Annual Best Fit Integrator Awards 2012

Texas TIERS Performance Award in Health & Human Services

Michigan Bridges Exceptional Service Award in Health & Human Services

Colorado PEAK & IDE Collaboration and Modernization Award in Health and Human Services

Texas Self-Service Portal Change Reporting Modernization Award in Health & Human Services

Pennsylvania PACSES Horizon and Long-Term Service Award in Health and Human Services

Table 7.1-1. Awards received at The Center for Digital Government's 6th Annual Best Fit Integrator Awards 2012

HHS Industry Knowledge Combined with Technical Expertise Combined with our deep HHS experience, our team has the technical and service delivery capabilities required to help you navigate this important initiative. Our broad technology experience provides a large repository of proven methodologies and innovative tools to assist the DCF with the customization, implementation, training, and support of an integrated, statewide eligibility system. These accelerators reduce project risk and increase the likelihood of a successful implementation.

Today, HHS agencies must successfully deliver service to constituents while demonstrating accountability. Eligibility and service delivery systems that Deloitte developed and/or maintains manage more than $3 billion in monthly service assistance to constituents. Working alongside our client counterparts, many of the solutions we helped develop have been recognized by prestigious organizations within the HHS industry. We are most proud of the awards our clients receive and we are pleased to have worked with multiple state agencies who have received recognition for their outstanding program and technology innovations.



As an industry leader in implementing and maintaining Integrated Eligibility solutions, we take pride in being the system implementer in the BIG 10 States in US, a presence that is unmatched by any other vendor. Figure 7.1-3 shows our BIG 10 states where we implemented Integrated Eligibility solution.

Unrivaled DCF Experience For the last six (6) years, Deloitte has worked with DCF side by side on all of its eligibility modernization efforts. We understand where Florida is with your modernization efforts and have deep knowledge of the Department vision for the future. DCF has made great strides in modernizing Public Assistance in Florida since the legislative action in 2003 initiating “ESS Modernization” which mandated greater efficiencies in the operation, administration, and delivery of Public Assistance programs. During this time, the program underwent mandated budget and staff reductions. The number of field delivery staff was reduced from a level of 7,200 in 2003 to 4,109 by July 2006, resulting in backlogs in processing applications and increased error rates. With no additional funding support available, the management and delivery staff worked to re-engineer the delivery model eliminating unnecessary and burdensome processes and utilizing Federal and State rules and waivers to the Department’s advantage. Since 2006, Deloitte is working hand in hand with the Department to implement IT solutions that support process re-engineering, addition of new systems and to perform improvements to the legacy systems.

Figure 7.1-4. ACCESS Florida – Modernization Impact. ACCESS Florida Modernization efforts have resulted in lower error rates despite increase in workload and decrease in staff.

Figure 7.1-4 illustrates the impact of these efforts in terms of the caseload size and the number of delivery staff who support the program. The process re-engineering, capabilities of the new



systems, and improvements to the legacy systems not only helped weather the multi-fold caseload growth as a result of the economic downturn that started in 2008, but also helped Florida become the state with the least errors in processing SNAP benefits, resulting in multi-year bonuses from the Federal government that have reached nearly $40M – all while increasing the overall customer satisfaction.

Local and State Community Involvement While Deloitte has experience working for clients around the country, we have particularly strong roots here in Florida. Our dedication to Florida is evident not only by our work within the State, but also by our dedication to serving the community. Many of our staff not only take part in community service events, but also attend local leadership conferences, coach youth sports and join organizations for parents.

Each year, tens of thousands of Deloitte employees across the country take time-off from their office duties and head out to their respective communities for a full day of volunteer service designed to help nonprofit organizations effectively make a difference in their local communities. We call this the Impact Day. Our team in Tallahassee volunteered in multiple venues including Greg McCray Boys & Girls Club building a wheel chair ramp; cleaning, landscaping and painting (see Figure 7.1-5). Deloitte employees are active contributors to many other community charities and events as well as active participants in the Florida State Employees Charitable Campaign (FSECC).

We have demonstrated an overall commitment to Florida through our volunteerism, charitable contributions and matching gift commitments to the State Universities. We have established noteworthy presence in Florida and this is something we are looking to extend with continued relationship with the Department. Figure 7.1-6 highlights our presence in the State of Florida. Working together, Deloitte is ready to help clients, like DCF, reach their goals and objectives for making the State of Florida a better place for those who live and work here. We look forward to continuing to demonstrate our commitment to Florida on the FIELDS project.

Figure 7.1-5. Tallahassee Impact Day. Deloitte’s Impact Day is our commitment to give back to our community.



Figure 7.1-6. Deloitte’s Presence in Florida. Deloitte’s has strong roots in Florida and would like to further extend this continued relationship with DCF.

7.1.1 Experience in Implementing a Similar System(s) Deloitte has over 35 years of experience working with 14 states to develop, implement, and maintain 30 eligibility and case management solutions. Our extensive experience is backed by our continuous presence within the Integrated Eligibility marketplace that is unmatched by any other vendor.

Overall Experience Implementing Similar Systems – More than 25 Million Citizens Served As the market leader in delivering Integrated Eligibility solutions, Deloitte has experience managing and delivering projects similar in size, scale, and scope to the FIELDS project. Presented below in the table, Table 7.1-2 are the projects where we have provided services that are similar in size, scale and complexity to the FIELDS project as requested in the ITN.

Project

Programs Supported

# of

Clie

nts

Prim

e Ve

ndor

Exte

rnal

IV&

V

Exte

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PM

O

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Subc

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rtic

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Med

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d

CH

IP

TAN

F

SNA

P

TX TIERS 4.9M MI BRIDGES 2.2M PA iCIS 2.1M WI CARES 1.4 M



Project

Programs Supported

# of

Clie

nts

Prim

e Ve

ndor

Exte

rnal

IV&

V

Exte

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PM

O

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Subc

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CH

IP

TAN

F

SNA

P

IN ICES 950,000 CO CBMS 770,000 NV AMPS 660,000 WV RAPIDS 555,531 DE DCIS 235,000 IL CCMS and TANF 233,249 PA CAPS 195,000 NH NewHEIGHTS 187,000 PA Pelican 150,000 NY MyWorkspace 30,000 VA CMS 8,000

CT ConneCT LA CAFÉ

MT CHIMES NM ASPEN

Table 7.1-2. Deloitte's experience implementing similar systems.

7.1.1.1 Experience Working in Multi-Vendor Environments Deloitte has demonstrated capabilities in collaboratively working in multi-vendor environments throughout our history. Our experience includes working with vendors who provide hardware, software, COTS and other services. We have successfully worked with other vendors to understand and build the interfaces, and design, build and test the solutions which adhere to the defined contracts. In the table, Table 7.1-3 demonstrates our experience working in multi-vendor environments.

Texas TIERS

• Maximus – Manages Call Center and the CHIP program through MAXieCHIP that interfaces to the TIERS via web services. We coordinate with Maximum in SDLC activities

• Northrup Grumman – Manages the data center for TIERS. We coordinate with Northrup Grumman for capacity planning, performance monitoring and resource/environment management.



Texas TIERS

• EDS – Built the HIE for Medicaid called MEHIS. TIERS self-service interfaces with MEHIS self-service both in real time through WS and in batch. We collaborate with EDS in SDLC and interface design and development activities.

• Accenture – Manages the MMIS system. TIERS has a batch process that interfaces with MMIS. Deloitte currently is working with Accenture on additional tasks where TIERS and MMIS play a significant role and work together to serve the citizens of Texas

• Science Applications International Corporation (SAIC) – Is the current IV&V vendor on TIERS project

Michigan BRIDGES

• HP – Manages the Technology Control Office (TCO). We collaborate with HP in defining and building framework and architecture standards

• HP – Manages the Project Control Office (PCO). We collaborate with HP in Project Management activities • Independent State sub-contractors – Manages the Project Management Office (PMO). We collaborate with the

PMO team to establish Project Management standards and Quality Management activities.

Table 7.1-3. Experience in Multi-Vendor Environment.

7.1.1.2 Interfacing with IV&V and External Governance Structures The Independent Verification and Validation (IV&V) function plays an important role in many of the Integrated Eligibility implementations. An IV&V vendor brings an objective view of a project and makes recommendations and observations that may not be immediately apparent to the team who is deep into the details of the implementation. Deloitte recognizes the importance of the IV&V vendor’s role on projects like FIELDS and takes a collaborative approach in supporting their efforts proactively. We are fully transparent and provide access to processes, tools, reports and methodologies. Deloitte will also partner with the Department to review and address any IV&V questions or findings throughout the course of the project implementation.

Deloitte’s adoption of the “one team” approach with the IV&V team is based on years of working with different IV&V vendors on projects of similar size and scope. Deloitte continues to have professional and collaborative working relationship with IV&V vendors on projects around the country. In the table, Table 7.1-4 below provides examples of some of the states and corresponding projects where we successfully worked with IV&V vendors to accomplish our clients’ objectives.

State IV&V Vendor Project

Florida Software Engineering Services CSE Automated Management System (CAMS)

Florida Ernst & Young Unemployment Insurance (UI)

Montana Public Knowledge CHIMES (Integrated HHS Eligibility System)

California FDAS Los Angeles LEADER (Integrated HHS Eligibility System) CalWIN ISAWS

New Hampshire Maximus New HEIGHTS (Integrated HHS Eligibility System)



State IV&V Vendor Project

Pennsylvania Maximus

CIS Operational System Suite Child Care Management Information System Home and Community Services Information System Comprehensive Workforce Development System

Texas Science Applications International Corporation TIERS (Integrated HHS Eligibility System)

Table 7.1-4. States and Projects where Deloitte has collaborated with IV&V vendors.

Deloitte further expands its adoption of the “one team” approach for interfacing with the external governance structures such as the external PMO. Our experience in building a collaborative work environment will assist the FIELDS project in communicating project strategies, organizational models, methodologies, deliverables and past experience being leveraged for the project. At the outset of the project, Deloitte works closely with the external governance structure to clearly set expectations around responsibility, time commitments, and the type/number of State resources required. Our Project Manager and Quality Assurance Manager monitor and report on the issues, risks and overall quality of the project, working closely with the external governance structure and IV&V vendors.

7.1.1.3 Overall Experience and Experience by Individuals Assigned to this Project Deloitte’s extensive experience implementing and supporting large Integrated Eligibility solutions provides us with the background and experience needed to help the Department achieve its program and technology goals. The DCF will benefit from our knowledge, reusable collateral, best practices, and repeatable methodologies because we use these as the foundation to start and run the project which allows us to reduce risk and shorten the overall implementation timeframe.

Our Proposed Team Leverages Deep HHS and State Eligibility Experience The largest component of Deloitte’s State Government practice is our market offering that serves HHS clients like DCF. As our proposed FIELDS team demonstrates, our HHS practice is distinguished by the number of dedicated professionals and the number of successfully completed projects.

We are proactive in developing our functional and technical knowledge. Additionally, our understanding about the challenges, direction and trends in the health and human services industry promotes the ability for us to effectively assist the Department in meeting its objectives. Deloitte is able to draw talented individuals from several of Deloitte’s engagements across the United States.

We draw on the experience of our HHS advisors from across the United States. Our team’s experience is broad and, more importantly, very relevant to the FIELDS Project. Our key personnel



have experience in areas directly relevant to the Department, across numerous projects and states. This includes Integrated Eligibility and case management systems that support the issuance or maintenance of benefits such as SNAP, TANF, Medicaid, LIHEAP, Child Care, and Child Welfare throughout the United States. We bring the Department an extensive library of best practices and lessons learned across all phases of the project life cycle to reduce the overall risk of the project.

Experience of Staff Assigned to FIELDS In the table, Table 7.1-5 represents the key individuals assigned to this project, highlights of their project experience and their role on those select projects.

Name ACCESS Role Relevant

Experience Select Prior Project Experience

Project Role

Rick Dorman

Project Executive 20 years • Texas TIERS • New Hampshire HEIGHTS • West Virginia RAPIDS • West Virginia FACTS • LA CAFE

• Project Manager • Project Manager • Project Manager • Project Manager • Quality Oversight

Rachel Frey

Project Manager 14 years • Integrity Initiative – Public Welfare

• Wisconsin HIE • New Mexico YES

• Project Manager • Project Manager • Project Advisor/

Manager

Hari Kallumkal

Application Development Lead – Phase 3

20 years • ACCESS Florida • Project Manager / Technical Lead

Chris Bair

Application Development Lead – Phase 4

11 years • ACCESS Florida • Children’s Health Insurance

• Project Manager • Engagement Manager

Jeremy Zeh

Self Services Lead

9 years • SD Social Services • US Dept of HHS • PA Public Welfare

• Project Manager • Team Lead • Initiative Lead

Vijay Muniswami

SFU/EDBC Lead 20 years • ACCESS Florida • Project Manager / Technical Lead



Name ACCESS Role Relevant Experience

Select Prior Project Experience

Project Role

Raj Sundar

Interface Manager 16 years • ACCESS Florida • Manager / Technical Lead

Mike Bourgeois

Technical Lead 18 years • WI CARES • Texas Vehicle Inspection • Texas Online

• Shared Services Leadership

• Specialist Leader • Specialist Leader

Samar Bakane

System Architect Lead

8 years • Mobility Tax • TX HHS

• Manager • Team Lead

Som Khot

Operations Manager

7 years • ACCESS Florida • Manager / Technical Lead

Neel Chakraborti

Requirements and Testing Manager

6 year • PA Public Welfare • Nevada Social Service

• Project Manager • Project Manager

Will Arnold

Implementation Manager

9 years • LA DCF • MI BRIDGES

• Implementation Manager

• Implementation Manager

Melody Hull Bagby

Organizational Change Management Lead

4 years • IL Child Care • • MI BRIDGES

• Training and Implementation Lead

• Instructional Design Specialist

Table 7.1-5. Proposed FIELDS Staff.

For the FIELDS project, we have assembled a team of market leaders consisting of MAXIMUS, Unisys, Shakti Solutions, KLC Consulting and Shields Consulting to deliver the FIELDS project vision. Each of these vendors brings distinctive qualifications and capabilities in providing the Department with an unmatched delivery team. We believe the firms we have selected effectively



augment our Deloitte staff to create the right mix of resources to deliver the project. We have selected these vendors because of the specific subject matter expertise and skills they offer for the Department. In the table, Table 7.1-6 details the subcontractors that Deloitte will be teaming with on FIELDS project along with their qualifications and relevant experience.

Subcontractor Qualifications Relevant Experience

A market leader in providing CHIP and Medicaid program services, operating more Medicaid statewide call centers than any other company, and currently serving three million CHIP beneficiaries and 19 million Medicaid enrollees across the country.

For over three decades, MAXIMUS has partnered with state, federal, and local governments to provide critical health and human service programs to a diverse array of communities. They leverage extensive experience and strong commitment to ethics to provide high quality services and solutions. With a passion for public service, their staff of over 6,500 employees is dedicated to providing innovative programs that improve the quality of life around the globe.

A worldwide systems integrator specializing in information technology services and solutions. They offer an end-to-end portfolio of value-based solutions led by competency in consulting and systems integration, outsourcing, network services and security, combined with leading enterprise-class server and related Technologies.

Long history of supporting Health and Human Services programs that go back over 40 years. Unisys has implemented eight Public Assistance and Medicaid Eligibility implementation engagements as well as eight Health Services/Medicaid engagements. They have supported two of the largest Medicaid Eligibility implementations in the country: Los Angeles County (LEADER Project) and New York (Medicaid Eligibility project EEDSS/HEARTS).

Significant domain and technology expertise in developing complex software solutions using multiple technologies and integrating them to ensure total end to end solution deployments in multiple entitlement and public assistance application development programs for many different State agencies. Shakti Solutions has been focused on providing IT Solutions for various Public Sector initiatives with a special focus on Health and Human Services. They have gathered requirements, architected, designed, developed, tested, deployed and maintained many large and complex IT projects.

Experience working with large system Integrators in developing and deploying software solutions successfully for the last 15 years. Their experiences in different solution areas within the Integrated Eligibility domain include: • Child welfare solutions • Child Support enforcement solutions • Unemployment Insurance and Disability

Insurance solutions • Medicare/Medicaid solutions

Leader in providing integrated computing solutions for numerous clients with a primary focus on the Public Sector. Their products and services include customized software applications as well as network/database design and integration. KLC offers a full range of services such as applications programming and project life cycle development, project management, strategic consulting, quality assurance, network/telephony, training, and end-user/technical support.

Over 12 years of experience providing services in all facets of the both the business and technical aspects of the systems as illustrated by the projects below: • Medical Assistance • Cash Assistance • Food Assistance • Other

Shields Consulting Inc.

Extensive experience in critical Public Assistance (PA) modules and IMS Database Administration.

Over 15 years’ experience in providing skilled IT services to support the State of Florida, department of Children and Families Public Assistance programs.



Table 7.1-6. FIELDS Subcontractors Staff.

7.1.2 Experience in Providing Operations & Maintenance Products and Services We discussed our experience as a leading system integrator for large and complex HHS systems earlier in this section. Our experience goes beyond the initial implementation, since it is imperative that systems are maintained smoothly on an ongoing basis. In addition to HHS experience, our broader governmental and commercial experience includes providing project management, maintenance, enhancement, and operations services in every state in the nation.

Deloitte is best prepared to provide maintenance and operations services to the Department because over the past 6 years we have worked side by side with DCF and have provided these services. Deloitte continues to be a valued advisor and we look forward to a similar role moving forward. Our experience working with the State on the Florida ACCESS System demonstrates our strong track record managing maintenance and operations activities.

For the ACCESS Florida System operations and maintenance, Deloitte continues with a team that brings value to the Department. Over the years, Deloitte has assisted the Department in the design, development, and implementation of numerous new systems and enhancements to the ACCESS Florida System, extending the reach of the system to the web and gaining the highest self-service rates in the country. By continuing with Deloitte, the only transition required is at the contract management level. Further, Deloitte brings the Department not only a pool of highly experienced professionals, but also the wealth of collaborative relationships built with the Department and enriched through the life time of ACCESS. The Department has been valued client since 2006 and our working relationship is based on mutual respect, shared values and goals, and the commitment to succeed. Deloitte continues with the same spirit of collaboration, and works closely with you to ensure that the existing system continue to function optimally. In addition to working with the Department, Deloitte has provided similar services to a number of other state eligibility systems (see Figure 7.1-7). In the table, Table 7.1-7 highlights our experience in providing Operations & Maintenance services.

State Integrated Eligibility System Monthly Benefit

# of Recipients

Multi-Vendor Environment

Subcontractor Participation

Michigan MiBridges and Bridges $334 million 1,300,000 Wisconsin CARES and ACCESS $119 million 1,320,938

Figure 7.1-7. Deloitte Experience. Deloitte has provided Maintenance and Operations support to multiple states.

FL_ACCESS_IE-030

Experience that Matters

MI

TX

CO

WI

PA

WV

NH

FL

VADE

IN

Deloitte has extensive Maintenance and Operational support experience managing Eligibility systems similar to ACCESS



State Integrated Eligibility System Monthly Benefit

# of Recipients

Multi-Vendor Environment

Subcontractor Participation

Pennsylvania CIS suite (CIS, eCIS, COMPASS) $199 million 3,100,000 West Virginia RAPIDS and inroads $43 million 450,000 Colorado CMBS and Peak $50 million 1,100,000 Florida FLORIDA and ACCESS $375 million 3,400,000 Texas TIERS $132.3 million 4,000,000 New Hampshire

New HEIGHTS and Easy $18 million 218,823

Delaware DCIS II suite (DCIS II, ASSIST) $21.9 million 205,000 Indiana ICES and QualCheck $115 million 1,100,000

Table 7.1-7. Deloitte Experience in Operations & Maintenance.

Experience of Staff Assigned to the Operations & Maintenance Project The Deloitte team has maintained and demonstrated our reputation as being not only the best team in implementing Integrated Eligibility solutions, but also in being a team with a deep understanding of the ongoing Operations & Maintenance requirements of Integrated Eligibility and other HHS systems. Many of the existing ACCESS Florida Operations & Maintenance staff will remain intact as we transition into the new contract. In the table, Table 7.1-8 describes the key individuals who are proposed to the Operations and Maintenance for the ACCESS Florida systems.

Name ACCESS Role Relevant Experience

Select Prior Project Experience Project Role

Rick Dorman

Project Executive

20 years • Texas TIERS • New Hampshire HEIGHTS • West Virginia RAPIDS • West Virginia FACTS • LA CAFE

• Project Manager • Project Manager • Project Manager • Project Manager • Quality Oversight

Hari Kallumkal

Operations and Maintenance Manager

20 years • ACCESS Florida • Project Manager / Technical Lead

Table 7.1-8. Proposed Operations & Maintenance Project Staff.

For the Operations and Maintenance of ACCESS Florida, we have assembled a team of market leaders consisting of Shakti Solutions, KLC Consulting and Shields Consulting to provide Operations & Maintenance services. Each of these vendors brings distinctive qualifications and



capabilities. These firms we have selected effectively augment Deloitte staff to create the right mix of resources to deliver the services. We are partnering with these vendors because of the specific subject matter expertise and skills they offer.

In the table, Table 7.1-9 details the subcontractors that Deloitte teams with on Operations & Maintenance and the experience they bring and highlights of the relationship they share with us.

Subcontractor Florida Project Experience

Florida ACCESS Experience Deloitte Team Experience

3 months

System Development experience in self-service applications such as ACCESS Web Applications, ACCESS My Account and ACCESS Management System. Working knowledge of ACCESS Automated Document Imaging (ADI) System.

Shakti Solutions has teamed with us in the ACCESS Florida System Maintenance project.

12 years

Subject Matter Experts in ACCESS self-service systems and ACCESS Management systems including legacy FLORIDA system. Business knowledge in the areas such as SNAP, TANF and Medicaid which includes disaster food stamps.

KLC consulting has teamed with us in the ACCESS Florida System Maintenance project.

Shields Consulting Inc. 15 years

Extensive experience in critical Public Assistance (PA) modules.

Shields Consulting has teamed with us in the ACCESS Florida System Maintenance project.

Figure 7.1-9. Subcontractors Staff.

7.2 Company Profile Deloitte offers a financially stable organization with the right management, business and technical resources, and experience to successfully deliver the FIELDS project and ACCESS Florida Operations & Maintenance services. We are proud of our record of accomplishment, which includes more than 100 successful HHS business and technology projects, and are excited to work with the Department. Deloitte addresses the Company Profile Requirements from the ITN in Table 7.2-1.

7.2.1 Deloitte Deloitte (Vendor) – Company Profile

1. Full, legal name

Deloitte Consulting LLP

2. Federal Employer Identification Number

06-1454513

3. Proof of legal entity and authorization to do business with the State of Florida

Deloitte Consulting LLP is Limited Liability Partnership organized in Delaware and registered with the State of Florida, registration number LLP040000201. Our proof of legal entity and MarketPlace registration with the State of Florida is provided in Appendix 6 – Deloitte's Registration with the State of Florida



Deloitte (Vendor) – Company Profile

4. Country and state of incorporation

Neither Deloitte LLP nor its subsidiaries are corporations but rather limited liability partnerships; therefore, they do not have dates or states of “incorporation.” Deloitte LLP and most of its subsidiaries, including Deloitte Consulting LLP, are organized in the State of Delaware and have 1633 Broadway, New York, NY 10019, as their headquarters.

5. Principal place of business

The Deloitte U.S. Firms conduct business across the U.S. with offices in 89 cities, including Tallahassee. The official headquarters for Deloitte Consulting LLP are at 1633 Broadway, New York, NY 10019.

6. Description of the vendor’s organization, including number of years in business, subsidiaries, parent corporations, officers; include organization charts and details concerning the number of facilities by geographic location

Deloitte is one of the oldest and most respected professional service organizations in the United States. Our parent company was founded in 1845, and today we are the largest private professional services organization in the world, providing audit, tax, consulting, and financial advisory services. Deloitte Touche Tohmatsu member firms employ approximately 182,000 people worldwide: more than 51,000 employees working in more than 100 U.S. offices, including more than 1,000 in the State of Florida and more than 200 in Tallahassee. As one of the world’s leading consulting organizations, we provide a wide range of business and technology services to a variety of clients and industries. We have a dedicated Public Sector practice that is our largest industry practice with more than 7,000 devoted public sector practitioners. As a national leader within the public sector and specifically within the HHS arena, Deloitte has earned high praise from many prestigious organizations for our continued leadership in the marketplace, commitment to our people, and corporate responsibility. For example, for the twelfth time since 1998, Deloitte has been named to Fortune magazine's list of the “100 Best Companies to Work For.” This translates into our ability to attract and retain the top consulting professionals across the nation, therefore providing the Department with qualified resources who are current on the latest trends and technologies and are staying with Deloitte to grow their careers. As shown in Figure A. Deloitte LLP is the U.S. member firm of Deloitte Touche Tohmatsu Limited. Deloitte LLP has five function-specific subsidiaries or FSSs: • Deloitte & Touche LLP houses the Audit and Enterprise Risk Services (AERS) business. • Deloitte Tax LLP houses the Tax business. • Deloitte Consulting LLP houses the Consulting business. • Deloitte Financial Advisory Services LLP houses the Financial Advisory Services (FAS) business. • Deloitte Services LP provides shared services to Deloitte LLP and its other subsidiaries and houses Human

Resources, Field Operations, Finance, Information Technology Services and Clients and Markets.

Figure A. Deloitte’s Organization Chart.




7. Brief description of the vendor’s principal type of business and history and what uniquely qualifies the vendor for: a. The work described in this ITN and Appendix I, Attachment I b. The work described in this ITN and Appendix I, Attachment II

Deloitte is one of the oldest and most respected professional service firms in the United States. Our parent company was founded in 1895, and has since undergone many changes. Today we are the largest private professional services provider in the United States, including nearly 100 offices across the nation; we provide a wide range of business and technology services to a variety of clients and industries. The history of our organization dates back to the merger of Deloitte, Haskins & Sells (founded in 1845) and Touche Ross (founded in 1947) in 1989. A consulting division was established in 1995 – and renamed Deloitte Consulting LLP in 2003. Within the US practice, Deloitte has more than 51,000 professionals across four functions (Consulting, Tax, Audit, and Financial Advisory Services). The consulting function has more than 19,000 professionals and we work with more than 1,700 individual contractors. Deloitte is uniquely qualified for the FIELDS and operations and maintenance. Deloitte has over 35 years of experience working with 14 states to develop, implement, and maintain 30 eligibility and case management solutions. Our extensive experience is backed by our continuous presence within the Integrated Eligibility market that is unmatched by any other vendor. Additionally, we have direct experience during the past 6 years in maintaining and enhancing ACCESS Florida System. Another aspect that uniquely qualifies us for the work outlined in the ITN is the recognition we receive with our clients in the marketplace. Working alongside our client counterparts, many of the solutions we helped develop have been recognized by prestigious organizations within the HHS industry. We are most proud of the awards our clients receive and we are pleased to have worked with multiple state agencies who have received recognition for their outstanding program and technology innovations. Table A below provides a sample list of awards our clients recently received for the projects on which we have collaborated.

Client Awards

Client Project Awards and Recognition

Georgia Department of Human Services

GA DHS Enterprise Data Warehouse

In 2012, the Georgia Department of Human Services was awarded the Computerworld Honors Program Laureate and was a finalist for the Computerworld 21st Century Achievement Award.

Michigan Dept. of Human Services and Dept. of Technology Management

Michigan BRIDGES

The Michigan BRIDGES project was recognized in the 2012 ComputerWorld Honors Program receiving a Computerworld Honors Program Laureate.

New Hampshire Department of Health and Human Services

New Hampshire EASY

The NH EASY project was a Finalist in the 2012 American Council for Technology’s Excellence.Gov Award in the “Excellence in Enhancing the Customer Experience” category.

New York Office of Temporary and Disability Assistance (OTDA)

New York myBenefits

The NY myBenefits Web site was a recipient of the "Government Award for Outstanding Deployment of Open Source Software" at the 2011 Government Open Source Conference.

Wisconsin Department of Health and Family Services

Wisconsin CARES

The West Virginia eRAPIDS, New Hampshire EASY and Wisconsin CARES projects were recognized in the 2011 Center for Digital Government “Best Fit Integrator” Award. These state’s efforts in modernizing existing systems and creating innovative solutions resulting in significant improvements were recognized with this award.

West Virginia Department of Health and Human Resources

West Virginia eRAPIDS

New Hampshire Department of Health and Human Services

New Hampshire EASY




Wisconsin Department of Health and Family Services

Wisconsin CARES

The WI CARES project was awarded in the 2011 APHSA Awards for the WI Self Service Document Submission and the WI HMO Selection project.

Table A. Deloitte’s Client Awards. Additionally, the Department has been recognized through the Davis Productivity Awards sponsored by Florida TaxWatch, The Florida Council of 100 and the State of Florida and awards from other reputed institutions. Table B shows the awards DCF received for the projects on which we have collaborated with the Department.

Awards Year Project

2006 SUNCAP Project

2007 Food For Florida Development Task Force

2007 Automated Appointment Notice and Pending Letter Project

2008 Florida Modernization Project

2009 Backroom Disaster Food Assistance Processing Project

2009 Reduced Number of Incorrect Medicaid Numbers for Newborns

2009 ACCESS SPS (Supplemental Payroll System) Improvement

2009 My Accounts

2009 PASSIVE PEIR Project

2009 Improved Mainframe Performance by decreasing runtimes/abnormal terminations

2010 Data Exchange Automation

2010 Buddy State Disaster Recovery Services

2010 Disaster Preparation and Relief

2010 ACCESS Periodic Eligibility Income Reporting

2010 ACCESS Notices Rewrite Project

2012 SNAP Voice Signature Pilot Project

2008 EFTA Project of the Year Award from the Electronic Funds Transfer Association for Excellence in EBT Planning and Operation in our leadership and work “above and beyond” with Louisiana to create Buddy State (cross state) disaster recovery services.

2007 ACCESS Florida also was awarded the Innovations in American Government award from the ASH Institute at Harvard University

2009 The IT Solutions Management for Human Services (ISM) also recognized FFF and the Buddy State partnership with Louisiana with its ISM 2009 Recognition Award for Excellence in Human Services Technology in the Collaboration Across Boundaries category.

Table B. DCF Awards. 8. Statement of whether the vendor has filed for bankruptcy protection in the past five years or is currently in the process of filing or planning to file for bankruptcy protection or financial restructuring or refinancing. If so provide Court and case number.

Deloitte Consulting LLP has not filed for bankruptcy in the past 5 years nor is it currently in the process of filing or planning to file for bankruptcy protection.

9. Identification of any potential or actual conflicts of interest that might arise for the vendor as a result of contract award to the vendor, and describe in detail the plan to eliminate or mitigate them. Such conflicts



Deloitte (Vendor) – Company Profile include, but are not limited to, those covered by Section 6 of the PUR 1001 (Section C). Address both personal and organizational conflicts.

Deloitte Consulting LLP is not aware of any existing conflicts of interest that will affect the delivery of this contract.

10. Reservations the vendor must make if unable to certify completely all of the items in Section 9 of the PUR 1001 (Section C,) entitled "Representations and Authorization." If no reservations are made in this section of the reply the vendor shall be deemed to attest to the truth of all of listed items and the Department may rely upon them.

Deloitte Consulting LLP is able to certify all of the items in Section 9 of the PUR 1001 (Section C,) entitled "Representations and Authorization."

Table 7.2-1. Deloitte's Company Profile.

7.2.2 Subcontractors We have provided our subcontractors company profile and contract agreements as part of Appendix 5 - Subcontractor Company Profiles and Agreements.

7.3 Prime Vendor Responsibilities Deloitte is the prime vendor in the vast majority of the HHS system development and Operations & Maintenance projects we are a part of. In many of these projects, we use subcontractors to bolster our team. In this project, we follow our normal practice where we integrate our subcontractor resources directly into our teams.

7.3.1 Names of Affiliated, Related Companies, Partnerships or associations, Including Subcontractors While Deloitte feels that we have the capability to deliver a solution with only our own staff, our Subcontractor team members bring additional knowledge, experience, and value to the project. Our team was carefully chosen to complement and supplement our existing capabilities and to make sure that we have all of the skills and experience needed to deliver a successful solution. The following table, Table 7.3-1 lists the names and address of all affiliate or related companies, partnerships or associations and a brief description of our relationship.

Subcontractor Name Relationship to Deloitte Mailing Address

Maximus as partnered with us in other projects providing help desk services as well as in a subcontractor role for staff augmentation.

11419 Sunset Hills Road Reston, VA 20190

Unisys has partnered with us in the past in other HHS projects and serves in a subcontractor role for staff augmentation.

P.O. Box 9508 Treasure Island, FL 33740



Subcontractor Name Relationship to Deloitte Mailing Address

Shakti Solutions has recently partnered with us on the ACCESS Florida Project and serves in a subcontractor role for staff augmentation.

PO Box 164330 Austin, TX 78716-4330

KLC Consulting has been our partner for 6 years on the ACCESS Florida Project and serves in a subcontractor role for staff augmentation.

2239 Woodbine Drive Tallahassee, FL 32309

Shields Consulting Inc. Partnered with Deloitte for over twenty years in the ACCESS Florida Project and in the HHS project in Indiana.

4657 Scawthorne Road Tallahassee, FL 32303

Table 7.3-1. Deloitte’s Subcontractors and their Relationship.

7.3.2 Managing Subcontractors Deloitte adopts a “one team” approach with the subcontractors; we do not differentiate between Deloitte and subcontractor staff. Subcontractor staff will report to the Deloitte project manager and, as such, will be managed according to the work plan tasks associated with their area of responsibility. Each subcontractor will be expected to adhere to the project standards and procedures. For example, subcontractors will comply with the security and confidentiality requirements set forth in this ITN. Each member of our project team will undergo scheduled periodic performance evaluations, including corrective action plans when required. Subcontractor staff performance is reported to the appropriate subcontractor management representative. This process allows our collective project team to perform at a high level.

7.3.2.1 Managing Subcontractors – FIELDS Deloitte has partnered with subcontractors that understand your organization and have developed proven relationships that support efficient organizational navigation to get tasks completed quickly. In the table, Table 7.3-2 provides a detailed description of our previous experience with each subcontractor and how the subcontractor is used in the FIELDS Project.

Subcontractor Name Previous Experience with Deloitte How Subcontractor will be used

Maximus as partnered with us in other projects providing help desk services as well as in a subcontractor role for staff augmentation.

Help desk services. KidCare development services. As staff augmentation where their specific skills can be best utilized.

Unisys has partnered with us in the past in other HHS projects and serves in a subcontractor role for staff augmentation.

As staff augmentation where their specific skills can be best utilized.

Partnered with Deloitte for 3 months on the ACCESS Florida Project.


Partnered with Deloitte for 6 years on the ACCESS Florida Project.






Partnered with Deloitte for over twenty years in the ACCESS Florida Project and in the HHS project in Indiana.


Table 7.3-2. Deloitte’s Relationship to Subcontractors – FIELDS.

7.3.2.2 Managing Subcontractors – Operations & Maintenance Deloitte has partnered with subcontractors who understand your organization and legacy application, and what the legacy applications mean to your organization. In the table, Table 7.3-3 provides a detailed description of the vendor’s previous Operations & Maintenance experience with each subcontractor and how the subcontractor will be used on this effort.


Partnered with Deloitte for 3 months on the ACCESS Florida project.


Partnered with Deloitte for 6 years on the ACCESS Florida Project.



Partnered with Deloitte for over twenty years in the ACCESS Florida Project and in the HHS project in Indiana.


Table 7.3-3. Deloitte’s Relationship to Subcontractors – Operations & Maintenance

7.3.3 Subcontractor Contract Agreements In anticipation of FIELDS and ACCESS Florida Operations and Maintenance project, we have been planning our teaming strategy for many months. We have executed Teaming Agreements with our subcontractors and Appendix 5 – Subcontractor Company Profiles and Agreements provides the details of our agreements. The Subcontractor agreements further detail and outline specific role and responsibilities of our subcontractors and their willingness to work with us in the designated roles to a successful project completion.

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