08-06-20-Y-73-PHCC - PUBLIC HEALTH CONTACT CENTRE – COVID-19

Manitoba, as represented by the Minister of Central Services on behalf of Shared Health requests Proposals from qualified Proponents meeting the requirements contained in this Request for Proposals (RFP) to provide COVID-19 contact tracing call center services for Manitoba.
Contact tracing and case investigation are important to ensure that the economy can remain open and to provide effective support to monitor and manage the progression of the pandemic. 
These services are being requested to proactively establish additional capacity in the event that the health system’s existing contact tracing and case investigation functions cannot support increased demand associated with the pandemic or because those functions are interrupted for some reason. 
Manitoba Health, Seniors and Active Living (MHSAL) is interested in knowing how the Proponent could deliver any one or all these services.  Refer to Part 2 - Description of Services Required for a full description of the services requested.
Contact tracing is broken into three coordinated services:

1. 1. 1. 1. Item 1 - Case Investigation – Interviewing clients with COVID-19, eliciting their close contacts, collection and documentation of relevant case management and epidemiologic data, connecting clients to resources to support self-isolation
      2. Normally requires experienced public health or clinically specialized resource
      3. Ideally conducted within twenty four (24) hours of testing positive for COVID-19
         1. Item 2 - Contact Tracing – Notifying close contacts of their potential exposure, referring them for testing, monitoring them for COVID-19 symptoms and connecting contacts to resources to support self-isolation
      4. Normally requires public health or clinically specialised resource
      5. Requires supervision and integration with case investigation especially outside of twenty four (24)-hour window
      6. Can be scripted for basic follow up, notification and scheduling activities but needs to allow for integration with specialized support
         1. Item 3 - Daily Contact – Daily follow-up for cases and contacts, monitoring contacts for symptoms and verifying contacts are self-isolating
      7. Wide number of resource options
      8. Contact follow-up can be scripted and was part of the provincial health system contact center staffed with volunteers.

• A proposal to deliver any or all the requested services.
• Describe how their systems and services can augment the public health system.
• A plan on the set-up of the service including the development of the scripts, technology integration and process alignment.
• Service activation plan including the process to notify vendor and turn services on as required.
• The requirements to bring up the services.
• Service delivery plan including daily, weekly and monthly support processes.
• Quality assurance plan for delivery of the services.
• Privacy compliance approach and plan including PHIA, FIPPA and other legislative requirements.
• Service delivery plan including daily, weekly and monthly support processes.
• The cost of the services.
  Manitoba is interested in receiving innovative Proposals to meet the requirements identified in this RFP.  Recommendations from Service Providers to implement the services on an accelerated basis and to strengthen the capacity of an external call center provider in the delivery of daily follow up, contact tracing and case investigation support will be considered in the evaluation process.