Questions and Answers
Request for Proposal: Electronic Form Solution
RAF/2013/00020
- Question
When referring to physical signatures in point g on page 69 of the RFP, does this refer to the applicant completing the Eform but instead of submitting it electronically, he prints the form, signs it and then sends it via fax/post/scan to email?
Answer
YES, but can service providers please provide a solution on how digital signatures can be used if possible.
- Question
When referring to barcodes in point h on page 69 of the RFP, does this refer to the instance where instead of submitting the Eform electronically which would automatically update the database, the user instead prints the form (the system then adds a barcode prior to print) and sends it manually via fax/post/scan to email?
Answer
We require barcodes to be visible on the eform, per page for the data on the page. Once a user starts entering information, this must be captured in the barcode.
- Question
How will the RAF continue processing the claim once the data has been captured by the e-form?
Will the RAF need to be able to search and view the data captured in a specific format?
What extent of form building functionality is required? Would you need to create an entirely new form, add new fields or just move around fields and do cosmetic changes?
How many claims does the RAF receive a day?
Answer
The service provider needs to provide solutions on how to process the claim form thereafter. The solution should ideally be able to input data from the form into a database. Thereafter the normal process of validating the claim will occur. Instead of someone capturing the claim, the eform should be able to input the data. However like stated, the service provider should provide the solution as to how they foresee their form to work.
Field building functionality will be when a specific field/section is selected then the form should be able build itself. Not all sections maybe required by a claimant.
RAF receives on average about 200-250 claims a day.
- Question
Is there a backend system already in place for processing claims?
Answer
There is no backend system to process the eform;however RAF has a claims system for processing claims.
- Question
If there is a backend system in place, how does the RAF foresee interfacing taking place?
Answer
As part of this solution, the service provider needs to propose how their eform can integrate into the current RAF claims system.
- Question
If there is no backend system in place, must we include functionality for processing?
Answer
Service provider should include in proposal how their solution can process the eform.
- Question
Does the RAF foresee applicants using the website to track the progress of their claims?
Answer
Yes, but this is very much in the future.
- Question
E-form must cater for online and offline capability”. Offline can imply a form that can be completed without the need to connect to a central server or it can imply completion and submission of a paper form. Can you elaborate on the extent of offline capability required?
Answer
The form should have the capability of being saved local on the claimants PC, and also should there be a disruption on the network/network connectivity, the form should not be lost with data captured. Once the reconnection or connectivity, the claimant should be able to submit the form. The claimant must also be able to save the form print and submit manually.
- Question
Please provide a description/ overview of your existing claim system.
Answer
The claims system was developed in-house and is built on dot net with Informix database. The system is currently being enhanced to add new functionality and modules. Each module has a specific function, e.g. the registration module is used for the registration of claims. The whole claim is processed on the system and future enhancements will cater for a document repository so that claim documents can we added to a claim.”
- Question
Does the RAF have a document management system in place?
Answer
The RAF has a document management system built in SharePoint.
- Question
Is it a requirement to capture the data in a database for later use?
Answer
Yes, unless the service provide has another solution.
- Question
Is it a requirement for the user completing the form to have a secure profile for sharing of communication or information?
Answer
We would like to since it’s sensitive information, but depending on proposal, may not always be possible, hence we ask for an HTTPS.
- Question
If a document is completed by hand will the RAF capture the hard copy into the electronic form?
Answer
The RAF can then scan the document and obtain the information from the bar code.
- Question
Will scanning be done in a distributed or centralised environment? (I.e. will it be at individual offices of the RAF or at a central HO/Processing centre).
Answer
This is business dependant, but for now looks like a distributed environment. The scanning is for barcode scanning.
- Question
Dependent on the answers for the above point could we ascertain the volumes that will be scanned either centrally or de-centralised (Per office).
Answer
At present RAF gets about 200-250 claims a day.
- Question
How will the forms be received, will it only be physical (post, drop off) or will items be faxed and emailed.
Answer
This is an eform so electronic submission, post, hand deliver.
- Question
Once the image has been created where does it need to pass to. (E.g.: SharePoint, File Directory etc.)
Answer
Need to be processed and stored in a database. This will be solution dependant.
- Question
Solution must cater for form-builder functionality.
Does this entail adding new fields dynamically, and to also modify the format dynamically? Would this also require validations on new fields to be specified dynamically, for example field lengths, valid values etc?
Answer
The form must be able to change dynamically depending on choices made on the form. These will be dependant on the claimant and form being completed.
- Question
E-form must cater for online and offline capability and must allow for users to save information andcomplete filling out later.
In an offline environment, how would the applicant have accessed the form to be able to save it? Or must this be an application running locally on an applicant’s PC/Mobile?
Answer
The offline capability must allow the claimant to save the form locally to the PC and be able to upload anytime. If there is a break in internet connectivity and the claimant is capturing info, the form must not hang or become unavailable or loose any data captured, but should all saving or remain until connectivity is back and allow the submission.
- Question
E-form should allow for attachments should the user wish to attach supporting documents.What file types and sizes must be catered for?
Answer
Any file type should be catered for; these can be doc, pdf, tiff, etc. Sizes are dependant but from experience should cater for a 2mb. This is not cast in stone thou.
- Question
E-form must allow for both physical and electronic/digital signatures.
How is this envisaged to work? A physical signature would require a touchpad and a digital signature would require the applicant to register as a verified user before filling in any forms?
Answer
This concept is for future if the RAF decides to create kiosks. In that case a digital signature can be done. Also your solution should cater if the user can create a digital signature, something similar how acrobat pro x does.
- Question
The RAF E-form should not be editable once information is submitted to the RAF, either by the claimant or by any RAF Staff.How would amendments/additional data be handled then?
Answer
The law does not cater for amendments on the form once submitted. This is to try and help eliminate fraud. The RAF process will cater for any changes in details.
- Question
ICT Infrastructure and Software
E-form must cater for online assistance/user shadowing to help with completing the E-form. Who will be providing this assistance? Is this part of the tender? How will this work in an off-line environment.
Answer
This will be done by the RAF call centre staff. This should work only in online mode.
- Question
p)E-form must work on the following databases:
SQL;
Oracle; and/or
Informix database
Once the data is captured, what then? What type of back end functionality will be required on this data? e.g. reporting, adjudication, functionality, etc.What type of data volumes are we talking about here?
Answer
This should form part of the solution, and the service providers should stipulate how their solution will work from start to end. How will the info be written from the form to a database and what type of database.
- Question
Information Protection
The E-form must cater for barcodes on the form per page which when scanned, will provide the form data of the page. Scanners and scanning solution must also be provided.
- E-form must have a unique identifier per form. E.g. having a unique number generated on form.
- On submission of the E-Form, an interim reference number should be displayed on the screen along with a disclaimer.
- The data must be encrypted when being submitted to the RAF.
If the form data forms part of the barcode, what is the use of storing the captured data then, would it not be the same data?
How is the process envisaged to work? I.e. will an applicant capture the information on a form, which is then saved onto a database, and later submit the hardcopies with the signatures and all attachments to be linked to the electronic record?
Please provide more details on the “as is” and “to be” process.
Will the applicant fill in all information, or will various role players be required to fill in the information on the e-Form, for example would the applicant fill in the demographics section and the doctor the clinical section (both would then need access to the system)
Answer
The idea of having the information captured in the barcode will help should there be a loss of information. Currently the RAF forms are submitted to RAF and the claimant can still supply outstanding documents later.
With the eform we would like to claimant to attached ID, and other documents in their possession. The forms should have a unique identifier on the form, so no two people can have used the same form.
How we see the process to work is the claimant can submit the eform, but also needs to provide the relevant documents as well, whether with the eform or later.
As this is an RFP the proposal should provide possible ways the relevant solutions will work.
- Question
Before the claimant submit the claim via the proposed electronic form, will the claimants need to register and have login credentials or the claimants will use it without being known to the system, or having logged in?
Answer
For direct claims no, but for supplier claims yes they will have to.
- Question
Before the claimant submit the claim via the proposed electronic form, will when running it in the Kiosk, how does RAF anticipate the users to access the form, from the PC (Personal Computer) or in some electronic device? If it? Some electronic devices please; specify them.
Answer
This is still futuristic and we are awaiting guidance from the executive team. This however for now, we are looking at a thin client.
- Question
All the information that has been had-written must be contained in the barcode please elaborate. The barcode can only capture the form name, number and date / time stamp. This means that faxed & posted forms would have to be captured by RAF directly into the system and the full scanned document can be attached as proof. Please advise if this is correct.
Answer
Seeing that the solution is an online Eform, most of the information should be typed in and submitted. For the very few that shall print the form out and then fill it in, the form will have to be manually captured on the system as currently being done.
Once the manually captured form is competed, the current scanning solution in RAF will scan and the form will be on the RAF system.
- Question
This question is crucial as it will indicate the number of scanners required and influences the costing directly; please elaborate on the scanner requirements.
Answer
At present we cannot say how many scanners will be required but we are looking for at least 2 scanners per region. The scanners need to be hand held which can scan the bar codes from the form and display the info on the screen.
- Question
Is this amount per office or at head office level?
Answer
Cost shall be head office and this will be a project
- Question
The number of copies you wish to receive?
Answer
1 Original and 3 copies please check prescribed response format on Annexure I.
- Question
Page 71 point h) you talk about Adobe Acrobat Reader in your list of links that need to be present for a download however you do not mention it in your list of items required to run the forms solution. Is it then acceptable to assume that the Adobe Reader is also one of the required platforms to run the eForm.
Answer
This is an example of what you users can download, as this is a common utility. The solution is not based on any specific technology. We want to allow users to cater for the download of acrobat reader, so we should have a link that opens to the download page.
- Question
Page 71 point h) item iii) Silverlight is not a browser but a proprietary technology
from Microsoft that does not run on any other browser, can one make an assumption
that the correct list of browsers required are:
Internet Explorer
Firefox
Chrome
Safari
Opera
Mobile (HTML5)
Answer
Yes you can
- Question
Page 70 Section ICT Infrastructure and Software point d)
The solution must not allow for multiple submissions of the same form. Although this is easily achieved in a single document; there is no way of preventing the client downloading a 2nd form and submitting exactly the same data again. Will this also be required to prevent.
Answer
Each form will have a unique number on it. By saying the user cannot submit the same form, this helps stop fraud. Should a user download 100 forms, each will have a unique number.
- Question
Page 71 point e)
You ask for requirements for the hardware, including scanners etc. How many offices does the RAF expect to deploy scanning to?
Answer
Scanning is for the barcode, and the RAF currently has 7 offices. For now all forms should come to head office, so for now only 1 office for scanning.
- Question
Are you stating that all the information that has been had-written must be contained in the barcode pleaseelaborate? The barcode can only capture the form name, number and date / time stamp. This means that faxed & posted forms would have to be captured by RAF directly into the system and the full scanned document can be attached as proof. Please advise if this is correct.
Answer
Seeing that the solution is an online Eform, most of the information should be typed in and submitted. For the very few that shall print the form out and then fill it in, the form will have to be manually captured on the system as currently being done.
Once the manually captured form is competed, the current scanning solution in RAF will scan and the form will be on the RAF system.
- Question
This question is crucial as it will indicate the number of scanners required and influences the costing directly; please elaborate on the scanner requirements.
Answer
At present we cannot say how many scanners will be required but we are looking for at least 2 scanners per region. The scanners need to be hand held which can scan the bar codes from the form and display the info on the screen.
- Question
Is this amount per office or at head office level?
Answer
Cost shall be head office and this will be a project.
- Question
Is it a requirement to capture the data in a database for later use?
Answer
Yes, unless the service provide has another solution
- Question
Are you stating that all the information that has been had-written must be contained in the barcode please elaborate? The barcode can only capture the form name, number and date / time stamp. This means that faxed & posted forms would have to be captured by RAF directly into the system and the full scanned document can be attached as proof. Please advise if this is correct