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Find A Doc & Online Scheduling Team

June 10th, 2016

Presented by:NYU Hospitals Center

NYU Hospitals Center

Table of Contents

1. Introduction....................................................................................................................3

2. Milestone Calendar.........................................................................................................3

3. Required RFP Response..................................................................................................4

4. Proposal Due Date, Delivery Instructions and Communication.....................................4

5. Proprietary Information, Non-Disclosure.......................................................................4

6. Costs Incurred.................................................................................................................4

7. NYUHC Reserves Right to Refuse Any and All Bids......................................................4

8. Effective Period of Prices................................................................................................5

9. Requirements..................................................................................................................5

10. Pricing & Cost.................................................................................................................9

11. Description of Company................................................................................................10

12. Past Performance and References.................................................................................10

13. Evaluation Criteria........................................................................................................11

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1. Introduction

The NYU Hospitals Center (NYUHC) including NYU Medical Center and NYU Hospital for Joint Diseases (NYUHJD) collectively referred to as “HOSPITALS”, invite you (the “SUPPLIER”) to submit a quote in accordance with the requirements, terms, and conditions in this Request for Proposal (RFP) for the Find A Doctor & Online Scheduling Team Staff Augmentation project.

This RFP process is your opportunity to demonstrate your strong commitment to collaborating with HOSPITALS and ensures highly competitive pricing with quality customer support services.

This RFP solicits a detailed offering that includes line item pricing as well as a detailed response regarding your services, linen acquisition, initiatives and Contract/Payment Terms compliance. We encourage you to submit a bid that is aggressively priced which will exceed our expectations and influence the consolidation of our SUPPLIERs and market share.

The RFP submissions will be applicable for NYU Hospitals Center (NYUHC) referred to as “Hospitals” having places of business at Tisch NYU Medical Center 550-560 First Avenue, New York, NY 10016 and NYU Hospital for Joint Disease 301 East 17th Street, New York, NY 10003 and Outpatient Surgery Center 333 E 38th Street (at 1st Avenue) New York, NY 10016.

2. Milestone Calendar

The following calendar of events is based on planned NYUHC activities and anticipated supplier delivery capabilities.

Milestones Date Time

RFP Release Date June 10th, 2016Vendor Question due June 15th, 2016 5:00 PMNYUHC Answers to Vendors due June 16th, 2016 5:00 PMProposals Due June 20st, 2016 5:00 PM



3. Required RFP Response

Suppliers are required to submit their Proposal in the specified electronic format. Supplier will submit their entire RFP response and all completed forms electronically via e-mail to NYUHC with supplier’s information and responses provided in the appropriate places therein. The required electronic applications formats are Microsoft Word and Microsoft Excel. Any supporting graphic or presentation-based slides may be submitted in a separate PowerPoint file. PDF format is not acceptable for any submitted text, graphics or slides.

4. Proposal Due Date, Delivery Instructions and Communication

All Proposals are due by, June 20th, 2016, no later than 5:00 PM. EST

Please send your complete electronic response via email to [email protected]

Bidders Note: All questions regarding interpretation or specifications must be submitted in writing to [email protected] only. Under no circumstances must supplier contact any employee of NYUHC. Any dialogue initiated by the bidder not addressed to contacts above will result in an immediate disqualification. Discussions on other business matters not related to this RFP are permitted.

5. Proprietary Information, Non-Disclosure

Supplier must have no rights in this document or the information contained therein and must not duplicate or disseminate said document or information outside the supplier's organization without the prior written consent of NYUHC.

6. Costs Incurred

All costs incurred in the preparation of the Proposal must be borne by supplier. By submitting a Proposal, supplier agrees that the rejection of any proposal in whole or in part will not render NYUHC liable for incurred costs and damages.

7. NYUHC Reserves Right to Refuse Any and All Bids

Nothing in this RFP must create any binding obligation upon NYUHC. Moreover, NYUHC, at its sole discretion, reserves the right to reject any and all bids as well as the right not to award any contract under this bid process. NYUHC reserves the right to award portion of this bid. NYUHC reserves the right to adjust the evaluation criteria after finalizing the scope and pricing requirements after the supplier demo meeting. All bids should be governed by NYUHC standard Policy and Procedure and Terms and Conditions.


mailto:[email protected]

mailto:[email protected]


8. Effective Period of Prices

All pricing Proposals by supplier will remain fixed and firm through December 31, 2016.

9. Requirements

All questions need to be answered in this RFP document.

9.1. Introduction

NYU Hospitals Center offers premium health care services to the New York Metropolitan area through its hospitals, disease centers and ancillary facilities. As an organization that is committed to providing the best in class services to its patients, NYU Langone is constantly looking for ways to improve the quality of the patient care. The NYU Langone.org web site – relaunched in 2015 – provides a user-friendly experience for learning about the services offered by the medical center, finding physicians through a Find A Doctor search feature, requesting appointments with doctors and self-service electronic health record access through the Epic MyChart 3rd party product.

Following the relaunch of NYULangone.org and the new Find A Doctor search, the digital team at NYUHC has been aggregating feedback from stakeholders at the medical center and synthesizing this feedback into a product vision that further utilizes digital technology to improve patient service. In this regard, NYUHC is looking to collaborate with an engineering firm to assist us with the realization of this vision.

At a high level, NYUHC is looking for a partner to help us achieve the following goals:

Improve the ease with which patients can find the best care based on their needs (find a doctor) and aligns with the strategies for pairing patients with the best clinician for their needs.

Improve the efficiency in which appointments are managed for both patients and clinicians. This includes improving online tools that allow patients to book appointments, validating insurance and reducing missed appointments through digital messaging.

Build a robust and flexible software platform that will allow the digital group to quickly and reliably deliver new features at high quality. This includes collaborating with NYUHC engineering staff on the creation of the software platform as well as training.

The following sections describe the initiative in more details and identify key attributes of the team we feel are necessary for success and invite your firm to articulate its qualifications for this engagement.



9.2. Team Functions

We are looking for the outsourced team to own the following functions to enable the delivery of quality software releases.

Function DescriptionSoftware Architecture Collaborate with NYUHC technical team to create a

robust and scalable architecture for the platform and advise on key architectural decisions as the platform evolves over time.

Lead Software Development Provide senior support for the software engineers and efforts are aligned with goals of the platform and NYUHC.

Software Development Write the source code implementing features as requested by NYUHC staff.

Quality Assurance Create and execute on a strategy to assure delivery of high quality software releases.

Account Management Someone dedicated to managing the business relationship with NYUHC.

Systems Integration Create configuration/automation that will allow the application to be deployed and managed within the NYUHC infrastructure.

Requirements Documentation Creation of documentation to be used a reference by development teams for creating the working software.

User Experience Design Through wireframing, prototyping and end user testing design a high quality user experience for the software products.

Delivery Ensuring the right features are being developed, helping to remove impediments and reporting on the status of the development efforts.

Supplier Answer: Indicate how the team would be staffed to provide these functions to the NYUHC organization in the service of our digital product.

9.3. Technology Requirements

Due to the nature of the technologies involved in the profile project, the team will need to be competent in the following technologies listed below.



Technologies DescriptionProgramming Languages PHP 5.x, Java 6.x+, JavascriptFrameworks Symfony PHP 2.xTesting PHP Unit, Junit, Cucumber, SeleniumSystems Red Hat Linux / CentOSManagement Tools Atlassian Jira/ConfluenceDevops Docker, Ansible, JenkinsVersion Control GIT / Atlassian Stash/BitbucketSearch Engine Lucidworks Fusion, Solr/LuceneCMS Drupal

Supplier Answer: Indicate your company’s expertise with each of these technologies, including:

profiles of employees who have worked with these technologies and who would be eligible to work on our team

number of employees that work with these technologies within the organization number of other teams that work with similar technologies

Note: We are open to alternate technologies if the case can be made that the advantages of adopting these alternate technologies outweighs the downside of increased TOC for the platform. In the short term, however, the team will need to support these technologies as the existing code base is written in them.

9.4. Engineering Discipline & Practices

Good software engineering practices have proven to significantly enhance the value of delivered software to an organization in terms of its ability to deliver functionality as well as adapt to changing requirements.

Supplier Answer: Please describe the software engineering practices & methods your organization employs to ensure high quality software deliverables. This should include books/articles by thought leaders in the industry that members of your organization discuss and use as providing guiding principles for their engineering work.

9.5. Experience in Problem Domains

The selected firm will ideally provide a team that has experience in the architectural and technical problem domains for this project.



The problem domains for the product are as follows:

Splitting a monolithic application into modular components that can be managed by multiple teams working in a concurrent fashion.

Creating an application layer that a) integrates with disparate backend data services while ensuring that each of these services is integrated in a coherent way and b) designing the application so that it continues to function if any of the dependent services becomes unresponsive.

Working effectively with search engine technology to meet the complex needs of the organization for locating community members. This includes expert abilities to tune the Solr search engine configuration as well as recommend strategies for enabling self-service tools to influence results when appropriate.

Working in the health care industry.

Supplier Answer: Please describe your firm’s experience in these problem domains in engagements with other clients and in partnerships with technology companies or education/training for staff.

9.6. Process and Communication

Inefficient communication and process can lead to lost time and wasted effort when undertaking complex technical projects.

Supplier Answer: Describe your preferred project management methodologies and strategies for ensuring communication structures that minimize waste in the development process within co-located teams and for remotely located teams.

9.7. Operational Support

In conjunction with the internal systems and networking operations teams, the software engineering team developing the profiles application will also be responsible for supporting the operations of the application after it goes into production. The support level requested is Level 3 on a 24x7 basis with the following SLAs.



Severity Description Business Impact SLA1 Site Down/Unresponsive Critical 30 Minutes 1st

response, Work until services are restored as needed.

2 Site is partially impacted – users can complete work with visual defects, some functions may not work

Significant 1 hour to 1st

response time, work until services are restored or triaged

3 Non-essential features are impacted

Normal/Average 6 hours to 1st

response, completed next business day

4 Minor display or non-functional issue

Low Next business Day

Supplier Answer: Describe how your team will be organized to provide 24x7 support for this application in terms or rotation, software, etc.

10. Pricing & Cost

NYUHC wishes to engage the team of engineers on a time and materials basis with the team executing on tasks delegated to them through a prioritized backlog of work maintained by NYUHC.

Supplier Answer: As an additional data point to the staffing model provided as an answer to section 9.2, provide monthly and annual run rate for the team based on itemized costs of each team member and the number of hours they will work on the product per week.

11. Description of Company

All questions need to be answered in this RFP document.

Please provide:a. The company’s full name, address, main telephone and appropriate contact

information including e-mail address.



b. A brief historical perspective on your company (years in the business, growth via mergers and acquisitions, key industry innovations)

c. What are your company values? d. Describe your corporate culture. Explain how you differentiate yourself from

your competition.e. Describe how your company recruits, retains and cultivates top engineering

talent into the organization and promotes best engineering practices.f. What is the attrition rate at your company (annual turnover of full time

employees)?g. List office locations and specific responsibilities of each area.h. Please provide an overview of your company’s growth over the past five years.i. Provide audited financial statement for the two fiscal years immediately prior to

this one.j. What percentage of your business is in healthcare?

12. Past Performance and References

Provide at least three (3) references of engagements on projects with a similar technical and architectural profile as this project.

For each reference, please include the following:a. Organization name, contact name, title, address and telephone number.b. Describe the relationship and services provided.c. If you cannot provide at least one healthcare reference of a similar size and

scope of NYUHC, please explain and indicate the largest installation you have performed.

d. Provide current and past account information, of similar size and configuration. Include:

e. A current, long-term customerf. A current customer implemented in the past 18 monthsg. A former customer terminated within the past 18 months and reasoning for

termination other than consolidation

Failure to provide suitable references to NYUHC will result in the Supplier’s bid being rejected without further consideration.

13. Evaluation Criteria

NYUHC plans to evaluate the supplier’s response based on the following criteria:

a. Knowledge of Technologies & Problem Domainsb. Knowledge of Processesc. Adoption of Engineering Best Practices for Software Development



d. Maturity of Communication Processese. Talent and Team Building Capabilitiesf. Intangibles (creativity, flexibility, attention to detail) g. Pricing and Costh. Agreement with MSA terms- . If you are not able to work to the MSA terms

attached we will need to have a red line version sent back which represents your minimal changes to be able to perform the work requested, or have a current MSA in place with us already please indicate so in the email while submitting the bid, this will impact the evaluation.
