AttachMENT H
ITN 17-0008
VENDOR QUESTIONNAIRE FORM
remittance processing system
INSTRUCTIONS: Vendor must complete this Attachment H. The completed attachment must be submitted according to the instructions outlined in Sections 3.5 and 3.6 of the ITN. Vendor should review Attachment J, System Requirements prior to completing this Attachment H. The space for answers will expand as necessary and Vendor may attach or embed PDF documents as it deems appropriate.
Please be thorough in your response.
Firm Name:Part A–Corporate Qualifications and Experience(up to 10points)
Using the space provided below, please provide an overview of Vendor’s relevant qualifications and experience in providing a Remittance Processing System as described in this ITN. When describing Vendor’s qualifications and experience, be sure to include the following:
(i)Company profile and overview. Include such information as the name of any parent company or organization, the number of full-time employees, the location of headquarters and operations centers, length of timethe company has been in business, and any relevant awards or distinctions received;
(ii)Description of Vendor’s relevant qualifications and experience with providing remittance processing systems described herein across all industries. If possible, provide information on sales of the proposed System in the past year, and indicate how many of the sales were to governmental entities, insurance company entities, or entities located in the State of Florida;
(iii)Organizational structure and roles and responsibilities of applicable staff,and how these roles will support Citizens’ business operation;
(iv)Name and relevant experience of any third party supplier (hardware or software) that is part of theproposed System (if applicable).
Part B–Proposed Solution (up to 40 points)
Using the space provided below, please provide a description of Vendor’sproposed System. If any third party supplier products (software or hardware) are proposed, please include a description of those items. At a minimum, Vendor must describe:
(i)The proposed System and its capabilities that meet or exceed the requirements set forth in Attachment J, (System Requirements). Include details related to hardware and software components and provide a picture of the unit.Provide dimensions of all proposed hardware. Provide power and connectivity requirements of proposed hardware.
Product brochures may be included in this response but Vendors should be concise and avoid submitting extraneous material;
(ii)Whether any of the requirements in Attachment J will not be met, and if so why the proposed System will nonetheless meet Citizens needs and objectives
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(iii)Any customizations or configurations needed to meet the requirements set forth in Attachment J, (System Requirements).
(iv)Any value-added features or services the proposed System can provide to Citizens during the course of the contract term;
(v)Average “hit rate” or percent of remittance detail items that are posted automatically, without operator input, into the A/R, with other customers;
(vi)The configuration options your System offers within both the software and hardware areas;
(vii)Any key features or services offered that distinguish the proposed System from other products in the industry.
(viii)Scalability in the event that Citizens Remittance volume increases significantly as a result of developments within the Florida property insurance market.
Part C–ImplementationServices (up to 10 points)
Using the space provided below, please describehowVendor proposes to implement the System for Citizens. For instance, you may want to describe:
(i)Recommended implementation approach, timeline and rationale;
(ii)Provide number of successful implementations of the proposed System(or systems that are substantially the same) by Vendor;
(iii)Relevant experience of Project Manager that will be used for implementation;
(iv)Relevant experience of any third party contractor or provider that will be used for implementation (if applicable);
(v)Does the proposed System have a trial period to test the effectiveness of the System;
Part D – Maintenance and Support Plan(up to 20 points)
Using the space provided below, please provide Vendor’s Maintenance and Support Plan for the proposed System. For instance, you may want to describe:
(i)Details of support plan Post Implementation. Provide proposed hours and access channels (online chat, telephone, email, etc.) general procedures, escalation path and timelines for issue resolution, service level agreements, and ability to deploy resources onsite within agreed upon timeframes, as well the customer support physical locations.
(ii)Is software support, with a toll-free support line and/or dedicated WebEx or equivalent site for remote diagnostics during normal Citizens’ business hours? Is optional extended hour coverage (24X7) available?
(iii)Ison-site hardware support available with a maximum 2-hour response time during normal Citizens’ business hours?
(iv)Business continuity and disaster recovery services or strategies should the proposed System suffer an interruption in service. Should Citizens consider purchasing a backup machine, or can Vendor supply a backup within a reasonable time (e.g., 48 hours)? How easy or difficult is it to relocate the unit to another facility in the event of a disaster?
(v)Extent to which Vendor or any third parties will require access to Citizens systems to provide support. Will access be needed on a continuous basis or on a case-by-case basis only (e.g., only to troubleshoot). Due to the confidentiality of Citizens’ customer information, can access be restricted to non-confidential data? If Vendor is given access, directly or indirectly, to Citizens confidential data, what security measures are in place to prevent unauthorized disclosures?
(vi)Vendor’s training program included as part of implementation including, topics, frequency, method of delivery. Vendor’s training program topics, frequency of training (offered and conducted), and annual training hours (offered and completed),
(vii)Product(s) warranty provided for System (hardware and software);
(viii)Procedure for enhancements and upgrades;
(ix)List of consumables the proposed System requires as part of regular operation and maintenance. Who will be able to provide these consumables to Citizens?
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