Question:
Dear Team,

Request your response to the below clarifications -

1. Please share the current active customer base size and the corresponding breakdown by use case (e.g., Claims, Policy, Finance)?

2. Does QGIF currently maintain a centralised Customer Data Platform (CDP)? If not, are you expecting Appian to serve as the primary source of customer profiles?

3. As QGIF plans to use AI within Data and Analytics team, will AI be incorporated into workflow design?

4. How many machine learning (ML) models are planned for implementation, and what specific functionalities will each serve?

5. Is QGIF currently using any AI/ML models or real-time decisioning capabilities within the platform?

6. Is QGIF considering social media integration as an additional channel in the future?

7. Please provide examples or use cases illustrating how QGIF envisions the AI chatbot, AI claim allegation detection, and ML settlement prediction functionalities operating within your workflow?

Answered on 18/Feb/2026 09:21 PM:


Thank you for your questions. Please refer Addendum 1 for responses.

Question:
Q1) 3.0 Section 2 (B): Supplier Response How to submit a response b) Should the schedules C and D be submitted in Excel as well as PDF version? Or is Excel version sufficient?

Q2) In addition to the Word and Excel response documents - Supplier Response 2A, 2B and 2C, Schedule B, Schedule C and Schedule D, are additional supporting documents (cross-referenced into the primary response documents) permitted?

Q3) In the primary Word response document Schedule B, is infographic content permitted, or should it be purely textual content?

Q4) Regarding the QT20265488 Response Schedule D - Pricing Pricing - Development Services Scenario, given the functional and non-functional requirements for the first 12 months (FY 2027) are not detailed in either 1.5.4 Detailed requirements Supplier Development Services, or QGIF Draft Technology Roadmap Initiative view, are you expecting to see an estimated cost for the full year long allocation of each of the 10 personnel (i.e. if there are 240 working days in FY 2027, you expect to see the cost of allocating each of the personnel for 240 days)? Asking this clarification because, the actual allocation depends on the finalised and agreed scope of requirements and the implementation plan.

Q5) With regards to Schedule B Criteria 2.4 "Provide a web-based support ticketing service which is easy to use by all users.", is an option to use your existing ITSM system acceptable, or is a supplier provided external system the preference?

Q6) How mature are your DevOps pipelines with regards to managing Appian application and environment lifecycle management?

Q7) What is the extent of AI adoption and success currently? Is there approved AI tooling that is currently being used in the context of QGIF Connect?

Q8) Referring to Attachment K, Responsibilities of Development Services for environment management, is it your expectation that additional development, testing, staging and production environments are set up by the Development Services team, or is the scope limited to configuring these existing four environments to be ready for FY 2027 initiatives?

Answered on 18/Feb/2026 09:21 PM:


Thank you for your questions. Please refer Addendum 1 for responses.

Question:
Dear Team,

Request your response to the below clarification as well.

1. Can you describe your current Claim management system and Policy management system?

Thanks

Answered on 18/Feb/2026 09:22 PM:


Thank you for your question. Please refer Addendum 1 for response.

Question:
1. How many application are currently live under Connect Platform?

2. What is the current Ticket volume, considering the 3 function - Claims, Policy and Finance are already Live?

3. Please share the details of the Defect Backlog.

4. Please share the details of the current Tech Debt.

5. Is there a breakup of these tickets by Percentage that you can provide with the severity levels? P1 - X%, P2 - X%, P3 - X%

6. "Support needs to be provided for the ongoing management of the platform and help-desk services? Does this mean the vendor is responsible for Help-Desk and Client environment outages too?"

7. Apart from Appian Dev and Test, Is QGIF responsible for other resources mentioned - business analysts, scrum master and solution architect?

8. "It is mentioned in the Testing Strategy in Attachment J - Testing delivered software in QGIF that - Test tools (including Customer’s Atlassian software, automation tools, performance testing tools, security testing tools) while we understand that the Customer’s Atlassian software includes JIRA and Confluence, can you please share details on the tools used for Automation, Performance and Security Testing?"

9. What is the number of Appian Environments to be supported in Production ?

10. Assuming DB Management/Support/DB Backup configuration to be provided by Supplier Team.

11. Please provide the details on data archival and data retention policies and if the same has been implement on the Prod Servers?

12. Please provide the details on data privacy and data tenancy requirements, if any?

13. Please share the SLA agreement with the Client/Third Party

14. Assuming English is the only language for support and communication, If no, please provide the languages that require support?

15. Is Change / Release Management part of Supplier's scope?

16. Apart from Appian, Are there any external / internal integrations that are in scope for Support? If Yes, please provide the details on the integrations

17. "Are there any batches to be supported? If Yes, please provide details around:

-- What is the tool used to schedule batches?

-- What is the critical batch processing window, please provide with the time zone?"

18. What is the definition of Major Incident? Is this just Severity 1 incidents, or also Severity 2?

19. Is the Appian Prod environment a High Availability environment?

20. For non core business hours is there any need for on call support facilities ? Please specify the on call support timings

21. Are there any compliance requirements on Personally Identifiable Information (PII) data?

22. Are there any compliance restrictions on General Data Protection Regulation (GDPR) ?

23. Can you please clarify the expectation on Support Hours across weekdays and major incident response outside of working hours

Answered on 23/Feb/2026 03:01 PM:


Thank you for your question. Please refer Addendum 2 for responses.