ATTACHMENT 1b – On-Premise
RFP 15-PR-CCO-59
On-Premise Response Template
Proposal for a new CIS Solution
and Implementation Services
Proposal Due Date: January 13, 2016
Proposer’s Name:
Table of Contents
Instructions: How to Complete the RFP Response
1.0 PROPOSAL PACKING LIST AND COVER LETTER
2.0 Executive Summary
3.0 Solution Summary
3.1Project Minimum Requirements
3.2Product Research and Development
3.3Proposers Participating in This Response
3.4Products and Services Proposed
3.5Project Drivers and Business Issues
4.0 Qualifications and Experience
4.1Software Proposer Profile
4.2Integrator / Subcontractor / Third Party Profile
5.0 General Service Information
5.1Service Providers
5.2Relationship Management
6.0 CIS Implementation Information
6.1General Expectations
6.2Project Management
6.3Scope and Cost Management
6.4Risk Management
6.5Project Tools
6.6Project Approaches
6.7Staffing Plans
6.8Core Implementation Services & Methodology
6.9Optional Implementation Services & Methodology
6.10 Required Training Courses
6.11 Rapid Implementation process
7.0 User Conferences
8.0 Support and Maintenance
8.1Base Corrections
8.2Application Enhancements
8.3Product Support
9.0 Upgrade Information
9.1Process
9.2Timeframes
9.3Estimated Upgrade Costs Based On This RFP
10.0Technology Information
10.1 Overview
10.2 Technology Requirements
10.3 General
10.4 Data Hierarchy
10.5 Ancillary Software / Middleware
10.5.1Development Platform
10.5.2eCare Web Portal
10.5.3Business Process Integration and Management
10.5.4Database Platforms
10.5.5Interface Capabilities
10.6 Servers
10.7 User Interface
10.8 User Workstations
10.9 Patching, Technology Currency & Backward Compatibility
10.10Application Security Capabilities
10.11Operations
10.11.1General
10.11.2Recommended Technical Staffing For The New Solution
10.11.3Batch Processing
10.11.4Printing
10.11.5Electronic Archiving
10.11.6Business Continuity
10.11.7Software Development
10.12Future Roadmap
Proposal Attachments
Attachment AReferences
Attachment BFunctional Matrix
Attachment CCost Matrix
Attachment DImplementation Team Resumes
Attachment EFinancial Reports
Attachment FSample Contracts
Attachment GSample SLA Agreements
Attachment HCorporate Literature
Attachment IProduct Plans
Attachment JUser Conference Information
Attachment KSample reports
Attachment LImplementation Schedule - Project Plan
Attachment M Staffing Matrix
Attachment NCustomer Satisfaction Statistics
Attachment OCustomer Satisfaction Surveys
Attachment PManuals and Documentation
Attachment QCourse List
Attachment R Course Outline
Attachment S Reps and Certs
Attachment T Local Small Business
Instructions: How to Complete the RFP Response
By completing this document the Proposer acknowledges they have read the RFP, all associated RFP attachments, and understandsDC Water’s requirements and have had an opportunity to ask the necessary questions needed to complete this response for “Customer Information System and Implementation Services” document.
Completing Response Template (1b)
The Proposer may choose to use this document, Attachment 1b – Response Template.docx) for inserting answers – or you can simply create another similar document. In all cases, do not change numbering schema and Proposer must include the original questions.
Completing the Functional Matrix (Attachment B)
Complete and return Attachment B - Functional Matrix provided with the RFP package. Please complete all tabs. Do not change the format of the matrix (add/delete lines, renumber, etc.). Provide information in all fields – with the exception of the Proposer Notes field, which is optional. Please return this file in Microsoft Excel (.xlxs) format.
Column H - Vendor Response: The following table outlines the possible values for Column H – based on Proposer functionality:
Column I – Is Functionality Included in Price (Yes or No): By stating “Yes” in Column I the functional item is included in the configuration phase and costs. The Proposer is responsible for delivering the functionality by Go-Live. The solution does not require any development or coding. If an answer of “No” is submitted the score in Column H must be zero (0).
Column J – Name of System or Module that Provides this Functionality: Due to the complex nature of the CIS and its associated modules for sharing of data and functionality, it is imperative that the Proposer identify which module will provide the core functionality for this requirement. System or Module name must be specific.
Column L – Vendor Notes: This field is optional. It should contain clarifying statements regarding the functional requirement.
Completing the Cost Matrix (Attachment C)
The Proposer will be responsible for populating the correct Cost Matrix. If a Hostedsolution is being proposed, please select the Cost Matrix that references “Hosted”. If an On Premise (In-House) solution is being proposed select the Cost Matrix that references “On Premise”.
The following modules document the minimum bidding opportunity at the DC Water.
- Customer Information System
- eCare / Web Customer Self-Care
Optional
- BI Tool and Dashboard integration
- Mobile Work Management System
The easiest way to complete the Cost Matrix is to start with the Cover Tab then move to the CIS Cost Worksheet – working the remainder from left to right. Do not modify the Summary worksheet. The Cost Matrix contains links and other pre-defined calculations. Once complete, the Proposer should validate the Summary worksheet for accuracy and understanding.
Completing the Staffing Matrix (Attachment M)
Complete and return Attachment M – Staffing Worksheet provided with the RFP package. The Staffing Worksheet is used to understand DC Water and the Proposer’s staffing levels throughout the duration of a single and / or phased implementation.
The Proposer should clearly outline skill sets, DC Water Personnel for both full time or part time counts, and other resources required for both DC Water and all Proposer resources including sub-contractors if appropriate.
Tips and Tricks
The following Tips and Tricks are provided as general guidelines and to assist with the planning effort required completing the RFP response:
- Proposers are highly encouraged to include “screen shots” of the proposed solution. The captures should be of material size to assist with viewing.
- All areas of the responses should contain as little technical or corporate jargon as possible. Don’t assume the Core Team understands your “CIS speak-ease.”
- Avoid “Yes or No” or “Canned” answers. The general format of the RFP Response Template is essay-type answers.
- At certain later stages (i.e., SOW Phase), Proposers will validate their written responses and prove the accuracy of the proposals. For instance, every single answer on the Functional Matrix is subjected to a traceability matrix. That is, the Proposer must provide an online demonstration and display where the requirement is fulfilled within the proposed solution(s).
- Run spell- / grammar-check, double check that no internal highlighting remains, track changes are off, ensure all functional matrix items are complete, all pricing is accurate and adds correctly on the Summary Sheet, etc.
All communications regarding procurement, general questions or clarifications on any aspect of this RFP should be directed onlyto:
Mr. Hildred PepperSenior Contract Administrator
Department of Procurement
District of Columbia Water and Sewer Authority
5000 Overlook Avenue, SW
Washington, DC 20032
Office: (202) 787-7356
**** End of Instructions ****
1.0PROPOSAL PACKING LIST AND COVER LETTER
Proposal Packing List (RFP Attachment 16):
Complete provided packing list and attach as the 1st document of your proposal. DC Water will use this document to check if all your submitted proposal documents are received and confirm to Vendor SPOC whether all documents are received on time or not.
Cover Letter:
Submit a cover letter in your company’s letterhead providing a brief description of their proposal in response to this RFP.
The letter should provide the full legal name and mailing address of the Proposer and signed by the representative of the Proposer authorized to submit such a Proposal. Each Proposer submitting a proposal represents and warrants to DC Water that the execution and delivery of the proposal is duly authorized.
The Proposer should identify their primary point of contact and the individual who has the authority to negotiate all aspects of the scope of services. The Proposer should certify all information in the proposal is true, accurate, and complete. Submission of a signed proposal will be interpreted to mean the Proposer has hereby agreed to all terms and conditions set forth in this RFP.
Acknowledge acceptance of any addenda that has been issued as part of this RFP. Include any and all additional forms and affidavits that have been requested.
2.0Executive Summary
The Proposer should provide an executive summary that contains a brief description of the major contents of the proposal. The Executive Summary should communicate the proposed solution’s primary benefits to DC Water, including a description of the product(s) and services proposed, covering the main features and benefits in non-technical terms.
The executive summary should provide an overview of the Proposer’s response to DC Water’s anticipated needs and requested scope of work. Any additional or alternative approaches must be clearly marked in the response.
The Executive Summary should function as a stand-alone document, effectively and succinctly summarizing the entire proposal.
The Executive Summary should list and describe each potential subcontractor or partner the Proposer plans to utilize to perform the work in the event of more than one solution.
3.0Solution Summary
Please describe the proposed solution(s) providing the following information:
3.0.1Provide an overview of the minimum allowable solution(s) that are being proposed including:
- Customer Information System
- eCare / Web Customer Self-Care
3.0.2Provide an overview of the additional solutions that are being proposed including:
- Optional - BI Tool and Dashboard integration or replacement
- Optional - Mobile Work Management system
3.0.3Provide a detailed list and brief history of all proposed software including product name, version number / module number, date of inception, date of last major release, major enhancements, and number of customers using this exact version of the product.
3.0.4Provide CIS market share information related to the proposed primary CIS product (3.0.1).
3.1Project Minimum Requirements
General MinimumRequirements - These include but are not limited to the following:
- The solution will function based on the following technology components:
- Preference for the following operating platforms:
Windows
Linux
Unix
- Database Platform
Oracle
Microsoft SQL Server
- Support of virtualization (e.g., VMware, Citrix, CA, etc.)
VMware
Citrix
CA
Other
- System must support mainstream or current development technologies: .Net, C, JAVA, PHP, PL/SQL, Transact-SQL, or the like.
.Net
C/C+/C#
JAVA
PHP
PL/SQL
Transact-SQL
HTML 5
Other
- Support a common framework for integrating and synchronizing incompatible and distributed systems, the proposed solution should be able to seamlessly integrate with other applications.
(NOTE: If a specific middleware solution is used please provide the name of that solution)
- Is the Proposer free from legal conflicts related to CIS solution?
- Solution should have a proven record of ongoing and current upgrades.
- The solution contains a series of Business Intelligence Dashboards and reports that immediately promote critical thinking and fact-based decision making.
(NOTE: If this is not part of the core product and a separate solution is used please provide the name of that solution. (Example: Business Objects, Discoverer, MS Report Services, etc.))
- All solution costs, including travel, must be fixed price.
- Proposed core CIS system must have been installed at a minimum of 2 organizations similar to DC Water. ~140,000 Accounts with services that include: water, waste water, Storm water and non-metered accounts.
- Proposed CIS system provides for an intuitive user interface that can be easily configure for unique job functions that include: call center, back-office, credit & collections and complex billing.
- Proposed system is capable of running in a host or on-premise configuration without restrictions on hardware and/or software OS.
System IntegrationMinimum Requirements - These include but are not limited to the following:
- The Proposer and/or System Integrator must provide a single point of contact throughout the project and post implementation.
- Is the System Integrator free from legal conflicts related to the CIS Installation?
- Proposed System Integrator must have been the prime on the installation of the core CIS system at a minimum of 2 organizations similar to DC Water. ~140,000 Accounts with services that include: water, waste water, Storm water and non-metered accounts.
- The Proposer must have experience with Electronic Bill Presentment and Payment (EBPP) and outsourced bill print.
3.2Product Research and Development
3.2.1Provide the functional and technical product roadmap and development plan for the proposed software solution(s) as an attachment to the Proposal.
3.2.2Provide a summary of future product plans that may be pertinent to DC Water’s project.
3.2.3Provide a summary of your firm’s long-term vision to support CIS and related products in the utility industry.
3.3Proposers Participating in This Response
3.3.1If the Proposer is including third-party applications or services, please submit names of all Proposers and software applications that are being proposed.
3.3.2If more than one solution is being proposed, list the name of each company, name of the application and any specific information that is necessary to assist DC Water in understanding the complete solution offering.
3.4Products and Services Proposed
3.4.1Describe the Proposer’s approach to solving DC Water’s issues identified in the RFP Section 4.3.9.
3.4.2Describe the Proposer’s unique business value based on the current software solution and how it relates to future plans.
3.4.3Explain why the Proposer’s staff believes they can provide the best service to DC Water during and after the implementation.
3.4.4Describe how licensing cost are calculated for Enterprise, Named and Concurrent license models. How does the following user model affect the licensing costs.
- Full access
- Limited access
- Read only
3.5Project Drivers and Business Issues
3.5.1Describe how the proposed solution will accommodate a customer-centric system. In particular, describe how the solution will enhance customer satisfaction.
3.4.5Describe how the proposed solution will address and will successfully meet DC Water’s Strategic Direction as identified in RFP Section 4.3.8 of the RFP.
3.5.2Explain how the proposed solution adaptability will support current and future business requirements.
3.5.3Describe how the implementation of the solution will help DC Waterreduce the cost and time needed for training new CSR’s and functional staff.
3.5.4Describe how the solution will improve access to information within the customer interaction screens and reports.
3.5.5Explain how the solution will help reduce billing errors.
3.5.6Describe how the flexibility of the solution will enable DC Water to adapt to new business rules by allowing configuration of the solution without the need for Proposer intervention.
3.5.7Describe how the solution will provide management tools that will improve security and meet DC Water’s auditing requirements without programming.
3.5.8Describe how the solution will enhance DC Water’s customer service capabilities through the use of web-based self-service functionality.
3.5.9Describe any cost/benefits that DC Watermay expect from implementing the proposed solution.
3.5.10Describe how DC Waterwill be able to leverage existing technology resources to support and maintain the system.
3.6Project Justification
3.6.1Describe how the proposed solution is designed principally to benefitDC Water’s current customers. Describe the public benefits and what the customer can expect out of this deal. How does the proposed solution increase customer satisfaction?
3.6.2As stated in Section 4.6.2 of the RFP, DC Water currently has approximately 140,000active billing customers. Based on a 7-year contract, with an average of 1% customer growth rate, explain how the solution will allow for growth either by normal population increases or by acquisitions. Explanation should include alternatives through licensing agreements, partnerships or other value added propositions. Explain if there are any additional monetary outlays for (1) normal population growth (as stated above); or, (2) the acquisition or merger with another utility.
3.6.3Describe how the proposed technology platform allows for growth.
3.6.4Describe how your organization fits within DC Water’s long-term Mission, Vision, and Values as communicated in Section4.3.5 of the RFP.
3.6.5Describe how you would expect to drive operational improvements in each of the following categories:Please provide case studies where this has been proven.
- Account, Customer and Premise management
- Navigation and User Experience/Workflow
- Customer Self Service via multiple channels
- Credit and Collections
- Financial Management
- Billing Management
- Rates Management
- Usage Management
- Inventory Management
- Service Order Management
- Cashiering
- Conservation
- Mobile Workforce Management
- System Security
- Batch Scheduling
- Complex rate structures to support DC Water’s unique requirements
- Master and subaccount information and billing
- Budget billing
- Payment arrangement capability
- Cancel / rebill
- Delinquency and special processing
- Call Center customer care
- Document management
- Loans with simple interest
- Statement and remittance processing
- ProFormamodeling for Rate design
- Insight analytics
- Program Management/Enrollment
4.0Qualifications and Experience
This section will showcase the Proposer’s CIS experience in work of a similar nature and magnitude to that being proposed to DC Water. Experience should be associated with projects completed not more than three (3) years prior to the date of this RFP.
If the Proposer intends to use subcontractors, integrators, or other third parties to deliver the products or services to be performed, additional information about the subcontractor(s) should also be provided in Section 4.2 below.
4.1Software Proposer Profile
Provide a company profile of the software Proposer that includes the following information. Proposer may provide any additional information as appropriate.
- A brief corporate history.
- A detailed and audited copy of the Proposer’s Profit and Loss Statement and Balance Sheet generated for the three most recent financial years. Additionally, the financial worksheets must reflect the utility-division/CIS division, and not of the parent company or corporate-view unless applicable.
- A breakdown of the Proposer’s revenues dedicated to the research and development of the proposed CIS solution.
- A chart based on the past three years that reflects annual sales, annual net income and total number of employees at the end of each of those years.
- An explanation if the Proposer has participated in a merger or acquisition in the last five years, explain the impacts to the Proposer’s financials.
- Has any litigation (pending, active, or resolved) been filed against the Proposer within the last five years? If yes, describe the nature of each litigation event and any other information the Proposer wishes to disclose.
- Provide the name, number of, and utility size on projects where the CIS provider has worked with the proposed third-party solutions/integrators in a similar environment as DC Water.
- List and describe other utilities that have implemented and currently operate the proposed solution in the District of Columbia or surrounding area.
- List and describe the Proposer’s office locations. Indicate where the proposed staff members are located.
- Describe the Proposer’s involvement, if any, in strategic relationships with other organizations in matters relevant to this proposal.
- Describe the Proposer’s anticipated subcontractors, sub-consultants, third party solutions or partners used during the course of this project.
- Will any of the Proposer’s staff or sub contractors be located at Offshore offices?
- Please describe how the solutions proposed and the Proposer(s) will meet the required Minimum Requirements identified in Section 2.1 of the RFP.
4.2Integrator / Subcontractor / Third Party Profile