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FL ACCESS Florida System Replacement for the State of Florida, Department of Children and Families, Office of Economic Self-Sufficiency

ITN # 03F12GC1

© 2012 Xerox State & Local Solutions, Inc. 7-1

Tab 7 Company Profile and Experience REQUIREMENT: RFP Section 4.2.9, pg. 21

Xerox has broad expertise in providing large, highly complex projects in both the public and private sectors. The Xerox Team has deep and specific experience in human services system development and operations as well as industry-leading ITO/BPO capabilities. This uniquely positions Xerox to provide a highly advanced and innovative approach to the ACCESS Replacement Project.

In its initiative to replace the ACCESS Florida System with a state-of-the-art, rules-based eligibility system, Florida’s Department of Children and Families (Department) requires a contractor with systems and operational experience in health and human services programs to ensure a smooth, low-risk implementation. This partner must also offer the financial strength and depth of corporate resources necessary to successfully support the project.

In its 2011 Year in Review, the Department presents goals and strategies to reinvigorate the effectiveness, integrity, and quality of its service mission to Florida’s vulnerable populations. This groundbreaking document articulates a four-part Strategic Vision: Empower Frontline Staff, Effect Program Improvements, Enable Family Accountability, and Engage Communities. The ACCESS Florida Replacement System must be implemented in a way that advances every element of this Strategic Vision. The Xerox solution and approach does this and fully embraces the Department’s vision.

Xerox has a long history of providing flexible technology solutions to accommodate specific requirements for public assistance programs across the nation. Because our primary business focus in the government marketplace is health and human services programs and related systems for government, we have an in-depth understanding of the challenges the Department faces as it modernizes its eligibility system. We also recognize the Strategic Vision as the new touchstone for the Department’s program and business operations.

Our Reply presents a solution for the ACCESS Replacement Project based on our advanced Integrated Eligibility System (IES) framework and includes value-added innovations and capabilities designed to help the Department transition to efficiency-based processes and operations. Eligibility services, call center operations, document management, data center operations, and desktop services are all among Xerox’s specialties as a global leader in business process outsourcing (BPO) and information technology outsourcing (ITO) services and solutions. The resulting Xerox approach is geared to the Department’s immediate goals and Strategic Vision.

To accomplish this approach, Xerox draws on extensive, highly varied experience with health and human services technology backed by significant corporate financial strength and resources. For the ACCESS Replacement Project, Xerox’s key strength lies in the knowledge and perspective we have gained supporting millions of clients in SNAP, TANF, Medicaid, Child Support and similar programs through dozens of health and human services engagements nationwide, as shown in Exhibit 7-1.

Nearly 40 years overall health and human services including eligibility system experience

Statewide eligibility system modernization in place in Massachusetts, and another near completion in Tennessee, for a combined recipient base of 2.3 million

Experience with eligibility determination systems and/or eligibility determination support services in six states

Only national contractor providing full-service healthcare administration across the Medicaid spectrum

FL ACCESS Florida System Replacement for the State of Florida, Department of Children and Families, Office of Economic Self-Sufficiency ITN # 03F12GC1

7-2 © 2012 Xerox State & Local Solutions, Inc.

Exhibit 7-1. Xerox’s Nationwide Government Eligibility, Health, and Human Services Experience The Department benefits from the broad understanding and practical knowledge

based on Xerox’s wide range of health and human services to state customers nationwide.

The system and operational efficiency we bring to our eligibility and human services projects require the careful planning and integration of complex solution components, including the specialized contributions of our skilled subcontractors. For the ACCESS Replacement Project, we have engaged a team of companies with specific technical capabilities, Florida experience, and project-based qualifications. Exhibit 7-2 shows the Xerox Team’s members and roles, and Reply Section 7.2, Company Profile, presents their background and experience.

Exhibit 7-2. The Xerox Team Every company on the Xerox Team brings highly specialized capabilities, expert

personnel, and extensive experience to the ACCESS Replacement Project.


ITN # 03F12GC1


Our subcontractors share our commitment to providing an advanced ACCESS Florida Replacement System that meets all requirements and objectives identified in the ITN. The following sections profile the background, experience, and qualifications that make the Xerox Team ideally suited to preserving the legacy system’s reliability while implementing the replacement on a foundation of a wide-ranging enterprise eligibility operation.

7.1 Vendor’s Company History and Experience REQUIREMENT: RFP Section 4.2.9.1, pg. 21

Xerox dedicates every element of our health and human services capabilities, from system solutions to program business processes, to supporting the needs of the States’ vulnerable populations.

Xerox’s experience designing, developing, and implementing systems as a prime contractor for eligibility and health and human services projects is as wide-ranging and diverse as the agencies we serve. As shown in Exhibit 7-3, our systems and operations experience bridges the full spectrum of health and human services benefit programs. But the ultimate goal is the same for every system, process, or program we implement and operate: to help agencies balance the need for value and cost efficiency with their missions to provide the highest standards of essential services to vulnerable state populations.

Exhibit 7-3. Scope of Xerox’s Health and Human Services Experience Xerox specializes in statewide projects that bring improved efficiency to projects that serve vulnerable populations.

Our DDI work is therefore geared to each customer’s specific mission and needs, with rigorously controlled design, planning, and management processes in place to minimize risk as we implement a fully customized system. Most of the systems we implement also require carefully managed O&M services to ensure that the system—and the operation it supports—meet all performance requirements for stability, accuracy, efficiency, and reliability.

The following discussion provides an overview of our work as a prime contractor for eligibility systems like the ACCESS Florida Replacement System, including similar implementations for Medicaid programs. We also profile our experience with eligibility managed services, our integrated approach to providing comprehensive eligibility operations that help our customers maximize program operational and cost efficiencies. And because Xerox specializes in program operations for SNAP, TANF, Medicaid, and similar public benefit programs, this section profiles our work in these areas as well. Reply Section 9.1, ACCESS Florida System Replacement Project References, includes a complete list of our relevant eligibiliy and Medicaid system projects from the last five years.

Experience Implementing Similar Systems

Our experience as a prime contractor for statewide eligibility services includes system DDI and O&M, including two current systems based on our proposed IES framework, and a wide range of eligibility administrative services that allow our customers to save costs on processing and customer service tasks.

Massachusetts BEACON

Xerox performed DDI and O&M services for two generations of Massachusetts’ BEACON eligibility system, BEACON 2, and BEACON 3. The second of these was based on the IES framework solution we are proposing for the ACCESS Replacement Project.

BEACON 2. Massachusetts’ Department of Transitional Assistance (DTA) needed to rebuild its mainframe-based welfare eligibility system to take advantage of then-current distributed technologies, automate functionality shortfalls of the existing systems, and include new functionality introduced by welfare reform. The DTA also



needed to overcome the problems associated with maintaining its current mainframe system while becoming year 2000 compliant in the process.

BEACON 2 was an integrated, online, real-time client server production system built on the Sun Microsystems Forte platform, for integrated eligibility and case management of the TANF, SNAP, Child Care, Work Program, Emergency Assistance, and Emergency Aid to Elders, Disabled, and Children (EAEDC) programs. In addition to the primary eligibility programs, the application accepted Web applications and provided an Electronic Transitional Assistance Gateway for Supplemental Security Income (SSI) and the Department of Revenue (DOR). As part of our DDI and O&M responsibilities, Xerox performed iterative and incremental system development, collaborated with the client to allow for evolving requirements, and used demonstrable software as the measurement of progress. The work program and accounts receivable components went live in 1999 with full integrated eligibility support for the major programs in August of 2001. Application support continued through March of 2006 with the start-up of BEACON 3.

BEACON 3. BEACON 3 is an integrated, online, real-time production system built on the same IES framework solution proposed for the ACCESS Replacement Project. BEACON 3 supports the integrated eligibility and case management for the same range of benefits programs as BEACON 2, leveraging the IES framework’s core service engines, including the Rules Engine, Workflow Engine, Notices Engine, and the Persistence Mapping Engine. The DDI phase of the project lasted from March 2006 to August 2010. BEACON3 was a gap analysis against the Wyoming IRIS system. Design and development was based on the gaps with walkthroughs and changes performed in an iterative and incremental manner with software demonstrations, which drove evolving requirements. The scope of services today includes application support and maintenance of a system designed to support more than 2000 users serving approximately 630,000 clients.

Tennessee Vision Integration Platform (VIP)

Tennessee VIP is based on the same IES framework as our proposed solution for the ACCESS Replacement Project. As a Web-based application and eligibility processing solution, the Tennessee VIP system serves multiple human services programs and is designed to interface with 25 different agencies and departments. Xerox is mid-way through the full integration-testing phase of implementing a modern, comprehensive, statewide, and online Web-based eligibility screening and application system for Tennessee’s 1.8 million clients served by the following programs: Families First (Tennessee’s Temporary Assistance to Needy Families (TANF) program), Child Care, Supplemental Nutrition Assistance Program (SNAP), TennCare Medicaid, TennCare Standard, Refugee Assistance, and Claims and Collections Services. Xerox is leveraging the IES framework for a VIP application that is modular, scalable, expandable, and flexible enough to accommodate policy and procedural changes as well as additional programs in the future.

Throughout the development of the VIP system, a heavy focus has been placed on reshaping family services by improving service delivery, working more efficiently, and improving program management and accountability. Rollout of the core eligibility determination system is expected for completion in 2013. Xerox provides the following services for this project:

Tennessee VIP

Prime contractor for Tennessee Department of Human Services (DHS)

2006-2013

Subcontractors

Proposed Key Personnel who supported Tennessee VIP:

Alison Rosen, Deputy Project Manager

Janice Johnson, Implementation Manager

Jim Conkwright, Service Delivery Manager

Mark Moody, Requirements Manager

Robert Zapata, Interface Manager

Daniel Fuller, Operations Manager

Achim Suit, System Architect

David Robinson, Testing Manager

Leonardo DeArtiaga, Application Development Lead

Sunil Kumar, Technical/Conversion Lead

Suresh Jagannathan, Database Administrator

Massachusetts BEACON

Prime contractor for Massachusetts Department of Transitional Assistance

BEACON 2: 1996-2006

BEACON 3: 2006-2014

Multiple subcontractors for BEACON 3—supplemental development staff

Proposed key personnel who supported Massachusetts BEACON: Achim Suit, System Architect

Mark Moody, Requirements Manager

Sunil Kumar, Technical/Conversion Manager


ITN # 03F12GC1


Eligibility Managed Services Capabilities

Our experience with eligibility projects does not end with system DDI and O&M. An eligibility system like the ACCESS Florida Replacement System is the centerpiece for a complex array of documentation, application processing, customer service, case management, and myriad other administrative tasks. Xerox’s capabilities in all of these areas allow us to offer an integrated eligibility and case management portfolio, as shown in Exhibit 7-4, essentially managing an agency’s entire eligibility services enterprise. Our two key examples of similar operations are our projects for Indiana Eligibility and the Louisiana Department of Children and Family Services.

Indiana Eligibility

Xerox currently provides eligibility support services for the Division of Family Resources within the Indiana Family & Social Service Administration (FSSA.) Xerox supports its delivery of client services for constituents applying for and receiving SNAP, TANF, Medicaid, CHIP, and HIP program benefits. Xerox is responsible for just over 1,900 staff currently engaged in the project, which includes more than 1,300 Xerox employees and 600 MBE/WBE subcontractor staff.

At the beginning of the contract in 2006, Xerox on-boarded approximately 1,400 state employees and took responsibility for existing operations while working with the state and its selected IT vendor to develop and implement new systems and a new service delivery model. Xerox’s flexibility enabled us to overcome the operational and political challenges that occurred after the initial implementation which resulted in the State terminating services with the previous prime vendor. This success resulted in the award of a new contract in December 2009 for the transformation by Xerox of the state’s eligibility system to a new “hybrid model,” which incorporated the best of the eligibility modernization project and the former local office service environment.

In spite of significant increases in volume and concurrent implementation activities to transform the state’s eligibility services, Xerox has significantly improved the state’s ability to deliver service since taking over as the primary business process outsourcing (BPO) contractor. Services provided include:

Processing applications, changes, and renewals that are sent to a state worker for review and eligibility determination/authorization

Conducting screening interviews and collecting proof of income, medical records, and other documents as required for eligibility processing

Researching and answering case-specific questions and scheduling interview appointments Processing reports of suspected fraud Reviewing all incoming imaged documents, linking them to the electronic case file and routing information Preparing evidence for fair hearings and administrative disqualification hearings and representing DFR at the

hearings Conducting benefit recovery activities for SNAP, TANF, and Medicaid programs Developing and maintaining a custom, Web-based user interface for workflow

Exhibit 7-4. Eligibility Managed Services Portfolio Xerox has the capability to perform a wide range of

administrative, processing, and customer service tasks in support of a statewide eligibility operation.

Indiana Eligibility

Prime contractor for Indiana Family & Social Services Administration, Division of Family Resources (DFR)

2006 – 2016

Two subcontractors for staffing support



Developing and maintaining all training materials and work instructions Developing and delivering eligibility training for employees of Xerox, state, and vendor partners

Knowledge Transfer/Training. While Indiana implemented its own Learning Management System as a shared service across all departments, Xerox provides the bulk of the service and support on this system today. The team uses a combination of computer based training, face-to-face training, learning competency exams, and periodic quizzes after leaving the training room. The use of this blended learning strategy has allowed the state of Indiana to quickly mature their own training strategy, train more than 5,000 new and existing employees on a new business model and new systems during their 26 month hybrid roll out, ensure the same learning content for all workers—whether State employees or subcontractors—and establish consistency in the processing standards across all offices.

Louisiana Department of Children and Family Services

The Louisiana Department of Children and Family Services (DCFS) Child Support Enforcement program initially contracted with Xerox in December 2004 to establish a Customer Service Center (CSC) for more than 300,000 active case participants. The initial operation expanded to provide enterprise call center services for multiple DCFS programs. Xerox now operates a multi-channel CSC that provides Louisiana DCFS customers and its providers with self-service IVR functionality, agent assistance, and correspondence processing. The CSC supports multiple state programs, including SNAP, TANF, Child Care, Child Support Enforcement, Child Welfare, and Fraud and Recovery program inquiries. The CSC uses a technology solution that is hosted in its entirety that allows remote access to all systems to support virtual agents. DCFS has leveraged this functionality to support the centralization of its child abuse and neglect intake process. CSC operations also include virtual agent support to provide built in disaster recovery opportunities. For example, the Disaster SNAP program is supported by agents located outside of the Baton Rouge, Louisiana CSC facility in Sandy, Utah. This multi-channel CSC serves as the “front door” for inbound client and provider calls. The CSC currently handles 125,000 calls and 14,000 correspondence/email inquiries per month. The IVR receives approximately 800,000 calls monthly with 72 percent of the callers never having to speak with an agent due to its configuration and detailed information provided to clients.

Medicaid Systems

As the first enrollment broker in the nation, both for Medicaid and Medicare, Xerox pioneered efforts in managed care program design and development dating back to 1970 and developed the first Medicaid Early and Periodic Screening, Diagnosis, and Treatment (EPSDT) program in the nation. With one of the longest company records in the Medicaid marketplace, we have maintained a historic partnership with the Centers for Medicare and Medicaid Services (CMS). Our four decades of Medicaid and CHIP experience give Xerox the perspective needed to design and implement accurate and compliant Medicaid eligibility business rules for the ACCESS Florida Replacement System. Our CHIP solutions, including our project for Florida Healthy Kids Corporation, include the specialized ConneXion eligibility system. Today Xerox administers a wide variety of government healthcare programs including behavioral health, federal employee benefits, CHIP, and workers’ compensation for an array of diversified services including:

Medicaid Management Information Systems Fiscal Agent/Call Center Services Pharmacy Benefits Management Health Information Exchange (HIE) Electronic Health Records (EHR) Clinical Consulting and Management Tools

Health Insurance Exchange (HIX) Fraud and Abuse Detection Enrollment/Eligibility Determination Solutions Home and Community-Based

Services (HCBS) Waivers

Louisiana Children and Family Services

Prime contractor for Louisiana Department of Children and Family Services (DCFS)

2004-2016

Subcontractors include NebuLogic for the CSC automation application


ITN # 03F12GC1


Our customer base includes state-sponsored healthcare programs in 36 states and the District of Columbia. Using a Xerox-deployed system, or that of our customer, we administer six CHIP programs with experience spanning the past 12 years. We annually process 885,000 enrollment applications and redeterminations and 2.8 million enrollments for Medicaid and CHIP managed care programs. Our extensive experience in this field, as profiled in Exhibit 7-5, along with our comprehensive understanding of healthcare business needs and demonstrated commitment to technological innovation and operational excellence, enables us to meet all of the Department’s goals for the ACCESS Florida Replacement System.

Exhibit 7-5. Xerox’s Medicaid Services Profile Xerox provides the full range of systems and services for state Medicaid programs,

from system development and claims processing to eligibility and client support.

Our extensive national experience equips us with best practices for effectively addressing healthcare issues and eligibility determinations in Florida. We understand how to translate sometimes complex Medicaid policy to respond to evolving programmatic needs that are specific and tailored to Florida. We work collaboratively with our customers to incorporate improved business processes and technologies to help streamline program administration. In addition, Xerox is actively working on solutions to address health reform initiatives and are already engaged in developing solutions to meet the health information exchanges required by CMS in 2014 as well as the requirements of the Affordable Care Act (ACA).

Experience with Multi-Vendor Environments, IV&V Vendors, and Governance

Many of our government services projects do require working with other agency vendors whose efforts are part of the same program. For these projects, points of interface with other vendors’ systems or processes are formally managed through project plans, communication plans, quality management plans, and other formal venues on which all stakeholders agree. These environments usually entail formal management, coordination, and mediation through an IV&V vendor and/or a structured governance organization.

The roles of Xerox, an IV&V vendor, and members of the governance organization are—as with the ACCESS Replacement Project—always thoroughly documented and rigorously observed. Xerox’s quality management processes incorporate working with other contractors, such as an IV&V vendor, to validate that requirements are complete and development processes are followed. We recognize that the IV&V vendor’s role is to assist an agency, like the Department, in developing and implementing project monitoring procedures for a project’s schedule, scope, and quality.

The governance structure identified in the Department’s ITN is typical of our experience with similar structures for major DDI efforts or enterprise ITO projects. Stakeholders at every level, from senior state and agency leadership to our management and technical counterparts at the agency, have a defined role in guiding the planning, management, and outcomes of all project tasks. The results of this approach include more rigorous requirements definition, complete transparency and accountability for all deliverables, and successful project implementation—all of which are goals that Xerox shares with our customers.



Experience with Operation & Maintenance Services

All of the systems Xerox implements and operates for eligibility, Medicaid, and human services are similar to the ACCESS Florida System in that their stability, reliability, and continuous improvement are critical to the services that agencies provide to vulnerable populations. When development and implementation activities are complete and a system is live for project operations, it becomes Xerox’s responsibility to perform all maintenance, monitoring, and upgrades necessary to preserve optimal system functionality and availability. For health and human services systems, our typical O&M responsibilities include:

System hosting, whether at a Xerox or client data center Mainframe and server monitoring and maintenance Application design and maintence Project and SDLC management Upgrades to incorporate new technology Changes to accommodate new state or federal regulations Adding programs to existing systems, such as new Medicaid-related programs for Medicaid Management

Information Systems (MMIS) or new benefits programs for EPC

Our system O&M responsibilities for health and human services projects are part of a broad range of enterprise ITO capabilities and services we provide for state and local governments. For these engagements, Xerox provides comprehensive IT services for an entire city, county, or agency—system and application O&M, but also data center services, mainframe and server maintenance, seat management and desktop support, and help desk services.

The technical key personnel we propose for the ACCESS Replacement Project all bring extensive experience with O&M disciplines. We have also engaged Computer Aid, Inc. (CAI), and KLC Consulting, Inc., as our subcontractors for legacy system O&M services. Both company’s background is presented in Reply Section 7.2, Company Profile.

Other Human Services Experience Relevant to the ACCESS Replacement Project

Our Human Services capability is further complemented by our extensive experience providing comprehensive payment processing solutions to manage SNAP, TANF, child care and other similar programs. This gives Xerox additional direct experience, including eligibility processes, with these programs. Since 1996, Xerox has been pioneering operational strategies in electronic payment services for our customers and the families they serve. Having set the standard for operational efficiency, qualified operations staff, and continuous innovation in the types of projects shown in Table 7-1, we are able to apply subject matter expertise in these public assistance programs directly to our work for the ACCESS Replacement Project.

Table 7-1. Xerox Experience in Human Services Operations

Human Services Operations Experience

Electronic Benefit Transfer Programs (SNAP and TANF). We operate our EBT projects to the highest standards of service, efficiency, and quality because they improve participants’ quality of life and facilitate the operations of retailers that support them. We are currently the full-service SNAP/TANF contractor for 16 state programs.

Electronic Payment Card Services Programs. We currently operate 31 EPC Services programs in 24 states and a federal EPC program for the US Department of the Treasury. Our unique enrollment process allows multiple agencies to enroll cardholders. Our user-friendly system is already configured and operational for multiple program types, such as TANF, child support payments, payroll, unemployment insurance (UI), foster care, adoption subsidies, tax refunds, and child care.

WIC EBT Programs. We offer an online WIC EBT solution designed to address the data and program requirements unique to WIC programs. WIC can be implemented as an independent solution or integrated with EBT food stamps benefits, as is the case in Michigan, the first statewide online WIC system. Our EBT processing for the WIC program in Michigan provides services for more than 260,000 WIC participants each month through a magnetic stripe card.


ITN # 03F12GC1


Human Services Operations Experience

e-Childcare Programs. Xerox’s paperless, Web-based time and attendance system offers accurate and timely payments to providers of subsidized child care for 11 states. Using our system, states can verify eligibility in real-time, increase record accuracy, reduce administrative burden, and fight fraud and program abuse.

State Disbursement Units (SDUs). Most of our child support EPC projects are part of an SDU operation that receives, processes, reconciles, and disburses child support payments for a state. Our SDUs receive payments from non-custodial parents or their employers by mail, by phone, and online. Xerox’s 16 SDUs include nine of the highest-volume operations, including Florida’s. We process more than 60 percent of child support payments in the country, providing efficient operations for agencies and reliable, on-time payments for the families who depend on them.

As this experience demonstrates, Xerox has highly sophisticated technology and process solutions enabling us to meet both healthcare and human services needs. Our solutions are powerful, fast, and highly effective, providing a cost-effective method for serving stakeholder needs.

Florida Experience

Xerox has unparalleled experience bringing our healthcare, human services, and system capabilities to the State of Florida. As Exhibit 7-6 shows, our response to the ACCESS Replacement Project ITN and two other recent Department solicitations continue a history of efficient, innovative solutions for service to Florida’s vulnerable populations.

Exhibit 7-6. Xerox Health and Human Services Work in Florida Xerox brings a long history providing system and process solutions for efficient,

high-quality services to Florida’s health and human services clients.

Xerox has deep experience with the specific needs of the Department’s service population as we have supported them for years in various programs. Xerox is positioned to continue this service history and to help the Department accomplish its modernization and efficiency goals. Moreover, this approach is part of a current Xerox initiative to expand our corporate presence in Florida as an employer and job provider. Exhibit 7-7 shows our current Florida presence.



Exhibit 7-7. Xerox’s Florida Presence Xerox plans to continue our corporate expansion in Florida.

The Xerox Center of Excellence and Xerox Transportation Technology Center we recently established in Tallahassee are representative of our economic development plan for Florida.

7.2 Company Profile REQUIREMENT: RFP Section 4.2.9.2, pg. 21

Xerox supplements our technical capabilities, financial strength, and human services experience with our subcontractor team and their specialized capabilities and expertise.

As part of Xerox Corporation’s global enterprise, we back all of our government engagements as described in Reply Section 7.1, Vendor’s Company History and Experience, with the immense resources of $22 billion in revenue, 140,000 employees in 160 countries, global brand strength, and a company-wide dedication to innovation. With more than 750 global locations in 160 countries, and 15 IT data centers worldwide, Xerox serves more than 10,000 domestic and international clients across commercial and government sectors. As a leading Customer Service Center (CSC) provider, we also offer the background and experience necessary to establish a full range of client support services including, call center, IVR, and online portal services. Table 7-2 presents the Xerox company data requested by the ITN.

Table 7-2. Xerox Company Data

Xerox

Full legal name. Xerox State & Local Solutions, Inc. FEIN. 13-1996647

Country and state of incorporation. USA, New York Principal place of business.

Authorization to do business in Florida. Xerox State & Local Solutions, Inc., is a legal entity authorized to do business in Florida, certified with the Department of State, document number 849214.

Corporate: 8260 Willow Oaks Corporate Dr. Fairfax, VA 22031

Local: 2073 Summit Lake Dr. Suite 300 Tallahassee, FL 32317

Bankruptcy. Xerox has not filed for bankruptcy protection in the last five years, planning to file, or undergoing financial restructuring or refinancing.

Conflicts of interest. There are no potential or actual conflicts of interest that would arise for Xerox as a result of contract award, including those covered by Section 6 of Form PUR 1001 (Section C).

Reservations. As the respondent and on behalf of itself and all subcontractors, Xerox submits no reservations for any of the items listed under the Representations and Authorizations section of Form PUR 1001.


ITN # 03F12GC1


Company Description

Xerox State & Local Solutions, Inc. (Xerox), has been in business since 1963 in various entities. Xerox State & Local Solutions, Inc. (formerly ACS State & Local Solutions, Inc.) is a wholly owned subsidiary of Xerox Business Services, LLC (formerly known as Affiliated Computer Services, LLC). Throughout the years, our company has undergone name changes, mergers, and expansions without compromising our high standards of service. Incorporated in 1963 as Datacom Systems Corporation, our company was purchased by Lockheed Corporation and became Lockheed Martin IMS (IMS). Following the purchase of IMS in 2001 by Affiliated Computer Services, Inc., IMS was renamed ACS State and Local Solutions, Inc. Our parent company was acquired by Xerox Corporation on February 5, 2010 and is now a wholly owned subsidiary of Xerox Corporation.

Exhibit 7-8 shows the organization and officers of Xerox and the business units responsible for the ACCESS Replacement Project.

Exhibit 7-8. Xerox Company Organization Our solution for the ACCESS Replacement Project team is part of the Xerox organization.

Xerox serves more than 1,700 government agencies, with employees at geographic locations in all 50 states, the District of Columbia, Puerto Rico, and abroad. Xerox Corporation has 140,000 employees in 160 countries. Refer to Reply Section 7.1, Vendor’s Company History and Experience, for details of our type of business and our background and capabilities to perform the ACCESS Replacement Project’s DDI and O&M services.

Subcontractor Management

To supplement our extensive corporate resources for complex projects such as the ACCESS Replacement Project, Xerox engages proven, trusted specialized subcontractors to enhance our ability to deliver the highest-quality solution possible. Xerox currently manages subcontractors for dozens of engagements for eligibility, healthcare, and human services projects, for a range of services that include, but are not limited to, IVR services, card production, and DDI and O&M support services. When working with subcontractors, we fully understand that subcontractor performance is Xerox performance.

By selecting subcontractors with a history of successful performance in their designated service areas, we reduce the risk of performance issues. When working with our subcontractors, we mitigate risk by being highly selective, manage risk by applying proven subcontractor management processes, and address risk issues by maintaining a



contingency strategy for managing performance deficiencies. Proposed Project Manager Bill Majorossy is ultimately responsible for the subcontractors supporting Xerox for this project.

To support our response to the ITN, we have included the teaming agreements from each of our subcontractors in Attachment A of this Reply, which includes a reference list and clearly marked separators. To ensure that all cost is kept separate from our Programmatic Reply we have removed all references to cost in the attached teaming agreements. Costs for our subcontractor services have been included in our total cost provided in the Cost Reply. The following discussion profiles the experience and company information of our subcontracting team. Where applicable, we have described these companies’ previous experience as subcontractors to Xerox.

Computer Aid, Inc. Company Profile

Computer Aid, Inc. (CAI) is a subcontractor for legacy ACCESS Florida System O&M services. CAI offers recognized expertise in project management and quality assurance for the ACCESS Replacement Project. CAI is a global IT services firm that is currently managing active engagements with more than 100 Fortune 1000 companies and government agencies around the world. Specific CAI offerings include balanced outsourcing solutions, legacy support, application development, application knowledge capture, desktop services, and managed staffing services. Table 7-3 presents the company data requested by the ITN.

Table 7-3. CAI Company Data

CAI

Full legal name. Computer Aid, Inc. FEIN. 23-2180878

Country and state of incorporation. USA, Pennsylvania Principal place of business.

Ability to do business in Florida. Computer Aid, Inc., is a legal entity authorized to do business in Florida, certified with the Department of State, document number P24205.

Corporate:

1390 Ridgeview Drive

Allentown, PA 18104

Local:

215 S. Monroe St #705

Tallahassee, FL 32308

Bankruptcy. CAI has not filed for bankruptcy protection in the last five years, planning to file, or undergoing financial restructuring or refinancing.

Conflicts of interest. There are no potential or actual conflicts of interest that would arise for CAI as a result of contract award, including those covered by Section 6 of Form PUR 1001 (Section C).

Reservations. As subcontractor to Xerox, which is the sole respondent to the ITN, CAI submits no reservations for any of the items listed under the Representations and Authorizations section of Form PUR101.

CAI was founded in 1981 in Allentown, Pennsylvania, and has been in continuous operation for 31 years. CAI is a $300 million company with more than 30 branch offices in the U.S. and overseas. The company is entrepreneurial in focus, specializing in technical and management disciplines associated with business and government IT services and consulting. CAI employs more than 3,000 technical professionals and business associates in domestic offices span across half of the country. CAI’s organizational chart and officers are shown in Exhibit 7-9.


ITN # 03F12GC1


Exhibit 7-9. CAI Company Organization CAI has a simplified company structure to allow for quick and

meaningful communication and decision making among employees and clients.

CAI is a global IT services firm currently managing active engagements with over 100 Fortune 1000 companies and government agencies around the world. Specific CAI offerings include balanced outsourcing solutions, application development, legacy support, business process re-engineering, contract performance management, project management services, and managed staffing services. CAI’s ability to provide on-time and on-budget results has been critical to its success for more than 30 years, and its unique methodologies and tools enable the company to provide clients with real solutions for increasing productivity, profitability, and competitiveness. Headquartered in Pennsylvania, with offices and staff in geographical throughout the United States, Canada, Europe, and the Asia Pacific region, CAI offers a variety of delivery options including onsite, offsite, and blended solutions.

CAI is a privately held, Type S company, giving it more flexibility to serve customers and react to the demands of the marketplace. Over the past 20 years, CAI has grown consistently, both in terms of annual revenues and number of employees. CAI’s growth is sustained by its ability to continually adapt to the changing needs of our clients while consistently meeting customer service obligations through award-winning performance. With 30 years of industry experience, CAI has developed long sustained relationships with government entities and corporations, as well as industry leading professionals.

NebuLogic Company Profile

Xerox’s subcontractor for software and hardware application services, NebuLogic Technologies, LLC, is a leading provider of dependable, scalable, efficient, and economical IT products and services. In business for 15 years, NebuLogic is an established system integrator and independent software vendor with solid application and subject matter expertise across numerous applications and business services. Table 7-4 presents the company data requested by the ITN.

Table 7-4. NebuLogic Company Data

NebuLogic

Full legal name. NebuLogic Technologies, LLC FEIN. 37-1690911

Country and state of incorporation. USA, Texas Principal place of business.

Ability to do business in Florida. NebuLogic is a legal entity authorized to do business in Florida, certified with the Department of State, document number M12000004554.

5700 Granite Pkwy

Suite #200

Plano, TX 75024

Bankruptcy. NebuLogic has not filed for bankruptcy protection in the last five years, planning to file, or undergoing financial restructuring or refinancing.



NebuLogic

Conflicts of interest. There are no potential or actual conflicts of interest that would arise for NebuLogic as a result of contract award, including those covered by Section 6 of Form PUR 1001 (Section C).

Reservations. As subcontractor to Xerox, which is the sole respondent to the ITN, NebuLogic submits no reservations for any of the items listed under the Representations and Authorizations section of Form PUR101.

NebuLogic is a reputable and fast-growing market leader in implementing hosted CRM solutions and delivering cloud technology services. Founded and led by IT engineers and industry experts, NebuLogic provides quality services to clients worldwide, including several Fortune 500 companies, with a track record of 100 percent customer satisfaction. The company specializes in cloud and niche technologies as a leading system integrator and independent software vendor, having developed several value-added solution extensions for many software-as-a-service applications from leading vendors such as Oracle, Avaya, and Cisco. NebuLogic’s specialized products and services include:

Multi-channel extensions CTI plug-in (Avaya, Cisco, ININ, etc.) Functionally rich embedded email client Print, fax, and Web-form integrations Embedded chat/SMS integrations Mass data import and export tools Advanced reports and dashboards Pre-built integrations to external applications Self-service portal & knowledge base management

Cloud application development framework Definition to deployment services Discovery & requirements gathering Solution architecture prototypes Core application configuration Data validation and data import/export Quality assurance & User acceptance testing Development of user and administrator guides Onsite and remote user/admin training

NebuLogic’s organizational chart and officers are shown in Exhibit 7-10.

Xerox has partnered with NebuLogic as our subcontractor on previous engagements. NebuLogic designed and delivered three Service Automation OnDemand solutions for Xerox’s Louisiana Call Center operation, including post-production support and maintenance and solution enhancements to expand the operation. The company also delivered an Automation OnDemand solution for Xerox’s California LifeLine-OnDemand project. This solution routes a service request goes through various stages from the inception to deposition based on the state’s detailed, time sensitive process flows. NebuLogic used multiple configuration techniques as well as developed several custom components to deliver a comprehensive solution.

Exhibit 7-10. NebuLogic Company OrganizationNebuLogic’s senior leadership personnel are

actively engaged in project operations and customer relationships.


ITN # 03F12GC1


KLC Consulting, Inc. Company Profile

KLC Consulting, Inc. (KLC), a subcontractor for system development and legacy system O&M, is a Florida-based company in business for 13 years. KLC specializes in integrated computing solutions for numerous clients, with a primary focus on customized software applications and network and database design and integration for the public sector. The company’s commitment to industry standards, advanced training, and ongoing research complements the hands-on expertise gained through its many successful projects. Table 7-5 presents the company data requested by the ITN.

Table 7-5. KLC Consulting Company Data

KLC

Full legal name. KLC Consulting, Inc. FEIN. 59-3592647

Country and state of incorporation. USA, Florida Principal place of business.

Ability to do business in Florida. KLC Consulting is a legal entity authorized to do business in Florida, certified with the Department of State, document number P99000069666.

2239 Woodbine Drive Tallahassee, Florida 32309

Bankruptcy. KLC Consulting has not filed for bankruptcy protection in the last five years, planning to file, or undergoing financial restructuring or refinancing.

Conflicts of interest. There are no potential or actual conflicts of interest that would arise for KLC Consulting as a result of contract award, including those covered by Section 6 of Form PUR 1001 (Section C).

Reservations. As subcontractor to Xerox, which is the sole respondent to the ITN, KLC Consulting submits no reservations for any of the items listed under the Representations and Authorizations section of Form PUR101.

KLC’s experience in information technology and strategic, business, organizational, and management consulting services includes:

ERP services (PeopleSoft and SAP) Web-based/browser, client/server, and

mainframe DDI and O&M GIS applications Business and technical project management Executive information systems, business intelligence,

and data warehousing Systems architectural design and implementation Network and database modeling/DDI

Information technology staff augmentation Customized training services Commercial off-the-shelf software DDI Quality assurance services Mobile applications development Cloud services Systems software support Document imaging support

KLC’s organizational chart and officers are shown in Exhibit 7-11.

Exhibit 7-11. KLC Company Organization KLC operates through a flat organizational structure to allow

for direct engagement between company leadership and clients.



The KLC team provides complete geographic coverage throughout the state of Florida with headquarters in Tallahassee and home offices in Tampa and Miami. The company provides services under Florida State Terms Contracts for IT Consulting Services and Management Consulting Services. Other Florida engagements include Miami-Dade Counties, Miami Dade County Public Schools, and Orange County Public Schools. KLC currently provides system maintenance support for the Department’s FLORIDA system.

CenturyLink Company Profile

Our subcontractor for IVR services, CenturyLink, is the third largest telecommunications company in the United States and has been in business for 75 years. The company provides broadband, voice, wireless, and managed services to consumers and businesses across the country. In addition, the company provides data, voice, and managed services to enterprise, government and wholesale customers in local, national and select international markets through its high-quality advanced fiber optic network and multiple data centers. Table 7-6 presents the company data requested by the ITN.

Table 7-6. CenturyLink Company Data

CenturyLink

Full legal name. Embarq Florida, Inc., DBA CenturyLink Communications FEIN. 59-0248365

Country and state of incorporation. USA, Louisiana Principal place of business.

Ability to do business in Florida. CenturyLink is a legal entity authorized to do business in Florida, certified with the Department of State, document number 017944.

100 CenturyTel Drive

Monroe, LA 71203

Bankruptcy. CenturyLink has not filed for bankruptcy protection in the last five years, planning to file, or undergoing financial restructuring or refinancing.

Conflicts of interest. There are no potential or actual conflicts of interest that would arise for CenturyLink as a result of contract award, including those covered by Section 6 of Form PUR 1001 (Section C).

Reservations. As subcontractor to Xerox, which is the sole respondent to the ITN, CenturyLink submits no reservations for any of the items listed under the Representations and Authorizations section of Form PUR101.

CenturyLink is recognized as a leader in the network services market by key technology industry analyst firms, and is a global leader in cloud infrastructure and hosted IT solutions for enterprises through Savvis, a CenturyLink company. CenturyLink’s customers range from Fortune 500 companies in some of the country’s largest cities to families living in rural America. Headquartered in Monroe, Louisiana., CenturyLink is an S&P 500 company and is included among the Fortune 500 list of America’s largest corporations. CenturyLink’s organizational chart and officers are shown in Exhibit 7-12.

Since 2005, Tallahassee-based PATLive, Inc., has been powering CenturyLink’s Hosted Contact Center offerings for Florida’s state and local governments. The Department’s Economic Self-Sufficiency division has used CenturyLink’s PATLive-hosted IVR for its call centers since 2006. CenturyLink’s operations in 37 states include 3,600 employees at more than 70 Florida locations.

Exhibit 7-12. CenturyLink Company Organization CenturyLink’s organization includes dedicated

management for government engagements.


ITN # 03F12GC1


CenturyLink is recognized as a leader in the network services market by key technology industry analyst firms, and is a global leader in cloud infrastructure and hosted IT solutions for enterprises through Savvis, a CenturyLink company. CenturyLink’s customers range from Fortune 500 companies in some of the country’s largest cities to families living in rural America. CenturyLink, is an S&P 500 company and is included among the Fortune 500 list of America’s largest corporations.

KPMG, LLP Company Profile

KPMG, our subcontractor for training and organizational change management (OCM), specializes in a wide range of advisory, accounting and tax services. KPMG is a multidisciplinary professional service firm organized along industry-specific lines of business to provide focused advisory services and strategies tailored to the unique environment in which they operate. Table 7-7 presents the company data requested by the ITN.

Table 7-7. KPMG Company Data

KPMG

Full legal name. KPMG, LLP FEIN. 13-5565207

Country and state of incorporation. USA, Delaware Principal place of business.

Ability to do business in Florida. KPMG, LLP, is a legal entity authorized to do business in Florida, certified with the Department of State, document number LLP970000284.

Corporate:

345 Park Avenue

New York, NY 10154-0102

Local:

2282 Killearn Center Blvd, Suite B Tallahassee, FL 32309

Bankruptcy. KPMG has not filed for bankruptcy protection in the last five years, planning to file, or undergoing financial restructuring or refinancing.

Conflicts of interest. There are no potential or actual conflicts of interest that would arise for KPMG as a result of contract award, including those covered by Section 6 of Form PUR 1001 (Section C).

Reservations. As subcontractor to Xerox, which is the sole respondent to the ITN, KPMG submits no reservations for any of the items listed under the Representations and Authorizations section of Form PUR101.

KPMG’s 2,300 federal, state, and local government clients in the U.S. include organizational transformation training for the Florida Turnpike Enterprise and other services for a total of 15 Florida agencies. The 3,000 professionals in the company’s Government practice understand the importance of public accountability and providing high quality services to our clients.

The company has been in business as KPMG for 25 years, but it has existed as a business services firm since 1897 and has served public sector clients for more than 80 years. KPMG is currently active in 146 countries, with a U.S. branch employing 18,000 professionals in 87 offices, including offices in Tallahassee, Orlando, Jacksonville, Tampa, Ft. Lauderdale, and Miami. KPMG’s member firms reported total revenue of $20.2 billion while the U.S. firm reported total revenue of $5.361 billion as of September 30, 2011, making it a financially stable service partner. KPMG’s organizational chart and officers are shown in Exhibit 7-13.

As a provider of information-based services, KPMG specializes in understandable business advice for improving performance, achieving growth, and

Exhibit 7-13. KPMG Company Organization KPMG maintains senior company leadership for

every area of specialized business services.



improving organizational value. In the U.S. alone, KPMG has more than 1,400 advisory professionals holding an advanced certification relevant to project execution and change management (such as PMP, CISA, CISSP, CPAM, Six Sigma, etc.) including more than 400 Project Management Professionals.

KPMG has provided hundreds of management consulting engagements for Xerox projects over more than 10 years for services such as Service Organization Controls (SOC1) Reporting (formerly known as SAS 70), internal audit assistance, federal tax planning, information technology security audits, and regulatory compliance reviews. The company has evaluated risks and controls for several of Xerox’s health and human services engagements as part of SAS 70/SOC1 audits, including projects for MMIS, SDU, EBT WIC, and e-Childcare. Our most recent engagement with KPMG as a subcontractor is for Health Insurance Exchange (HIX) Implementation and Outsourcing services to the State of Nevada, for which KPMG provides project management assistance, organizational change management, business process design and review, requirements management, and quality assurance and testing services.

Oracle Company Profile

Xerox’s IES solution for the ACCESS Replacement Project includes advanced components from Oracle, such as Oracle Policy Automation, Oracle Master Data Management, Oracle WebLogic, and Oracle Service Bus. To ensure direct access to Oracles expertise, we have engaged the company as a subcontractor for installation and configuration of these components. Oracle develops, manufactures, markets, distributes, and services database and middleware software, applications software and hardware systems, consisting primarily of computer server and storage products. Table 7-8 presents the company data requested by the ITN.

Table 7-8. Oracle Company Data

Oracle

Full legal name. Oracle America, Inc. FEIN. 54-2185193

Country and state of incorporation. USA, Delaware Principal place of business.

Ability to do business in Florida. Oracle America, Inc. is a legal entity authorized to do business in Florida, certified with the Department of State, document number P16782.

500 Oracle Parkway

Redwood Shores, CA 94065

Bankruptcy. Oracle has not filed for bankruptcy protection in the last five years, planning to file, or undergoing financial restructuring or refinancing.

Conflicts of interest. There are no potential or actual conflicts of interest that would arise for Oracle as a result of contract award, including those covered by Section 6 of Form PUR 1001 (Section C).

Reservations. As subcontractor to Xerox, which is the sole respondent to the ITN, Oracle submits no reservations for any of the items listed under the Representations and Authorizations section of Form PUR101.


ITN # 03F12GC1


In business for 35 years, Oracle America, Inc. is a worldwide organization with offices and resources on nearly every continent. Each office provides specific services to Oracle customers, from sales and consulting to education and support. There are currently 291 offices throughout the United States and 374 international offices in 83 countries. Oracle’s organizational chart and officers are shown in Exhibit 7-14.

Oracle develops, manufactures, markets, distributes, and services database and middleware software, applications software and hardware systems, consisting primarily of computer server and storage products. Oracle products are built on industry standards and are engineered to work together or independently within existing customer information technology, including private and public cloud computing, environments. Oracle offers secure, reliable, and scalable integrated software and hardware solutions that are designed to improve business efficiencies and more easily adapt to an organization’s unique needs, at a lower total cost of ownership.

Oracle’s software business is comprised of new software licenses, software license updates and product support. The company’s software solutions are designed to help customers reduce the cost and complexity of their IT infrastructures by delivering solutions via an industry standards-based, integrated architecture. This enables Oracle software products to work in customer environments that may include Oracle or non-Oracle hardware or software components, which supports customer choice, reduces customer risk, and can be adapted to the specific needs of any industry or application. In this model, Oracle database and certain of Oracle middleware offerings are designed to manage and protect a customer’s underlying business information, while application servers run enterprise applications that are designed to automate multiple business functions and provide intelligence in critical functional areas. Oracle software products are designed to operate on both single server and clustered server configurations, and to support a choice of operating systems, including, for example, Oracle Solaris, Oracle Linux, Microsoft Windows and third party UNIX products.

The company’s hardware business includes its hardware systems segment and its hardware products and support segment. Designed to support an open hardware environment, Oracle’s solutions allow its customers manage growing amounts of data and computational requirements, to meet increasing compliance and regulatory demands, and to reduce energy, space, and operational costs.

A third major business focus is the Oracle services business, which includes its consulting, cloud services, and education segments. Oracle consulting services include business and IT strategy alignment, enterprise architecture planning and design, initial product implementation and integration, and ongoing product enhancements and upgrades. Together these services are designed to help Oracle customers achieve their business goals, reduce the risk associated with their IT initiatives, and maximize their return on investment.

Oracle supports Xerox as our subcontractor for California MMIS, providing Oracle Siebel Public Sector and Oracle Business Intelligence Enterprise Edition components for the call center operation. Oracle services include design, technical, application, integration, and data and security architecture configuration.

Exhibit 7-14. Oracle Company Organization Oracle supports software and consulting engagements

through senior company leadership.



Agilex Technologies, Inc. Company Profile

Our subcontractor for DDI support, Agilex Technologies, Inc. (Agilex), is an employee-owned professional services firm providing mission and technology consulting, software and solution development, and system integration services. Agilex is a leader in the use of agile software development methodologies, an iterative and empirical approach for greater speed, quality, accountability, and transparency in the software development process. Table 7-9 presents the company data requested by the ITN.

Table 7-9. Agilex Company Data

Agilex

Full legal name. Agilex Technologies, Inc. FEIN. 20-5967657

Country and state of incorporation. USA, Virginia Principal place of business.

Ability to do business in Florida. Agilex is a legal entity authorized to do business in Florida, certified with the Department of State, document number P07000034976.

5155 Parkstone Drive

Chantilly, VA 20151

Bankruptcy. Agilex has not filed for bankruptcy protection in the last five years, planning to file, or undergoing financial restructuring or refinancing.

Conflicts of interest. There are no potential or actual conflicts of interest that would arise for Agilex as a result of contract award, including those covered by Section 6 of Form PUR 1001 (Section C).

Reservations. As subcontractor to Xerox, which is the sole respondent to the ITN, Agilex submits no reservations for any of the items listed under the Representations and Authorizations section of Form PUR101.

Agilex’s client-first strategy capitalizes on its independence as an employee-owned company by having senior executives directly involved and responsible for the daily execution of ongoing projects. The company has made a sustained commitment to employing recognized leaders within their fields, including the architects and developers of some the most complex and mission-critical federal IT systems. Agilex’s organizational chart and officers are shown in Exhibit 7-15.

Headquartered in Chantilly, Virginia, Agilex has four office locations in Virginia and South Carolina. The company has been in business for five years, delivering positive results for federal government agencies such as the Departments of Defense, Health & Human Services, Homeland Security, Amtrak, Justice, Census, U.S. Postal Service and Veterans Affairs. Agilex has also supported state and local customers like the City of Memphis, the State of Oklahoma and the State of Idaho, where Agilex is leading the Agile implementation of the Idaho State Medicaid Eligibility Modernization and Simplification Project for the Department of Health and Welfare.

Exhibit 7-15. Agilex Company Organization Agilex’s senior leadership team works

directly with stakeholders to maximize collaboration and accountability

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