commonwealth of pennsylvania...cisco call manager 8.5 and cisco ivr/ucs. rfp section question answer...

Commonwealth of Pennsylvania

Form Revised 02/26/08 of 2

Date: August 5, 2015

Subject: PACSES Client Infrastructure Network Maintenance

Solicitation Number: RFP 02-15

Opening Date/Time: August 24, 2015 2:00 PM

Addendum Number: 3 To All Suppliers: The Commonwealth of Pennsylvania defines a solicitation “Addendum”” as an addition to or amendment of the original terms, conditions, specifications, or instructions of a procurement solicitation (e.g., Invitation for Bids or Request for Proposals).

List any and all changes:

Please find attached to the solicitation:

1. The final question-and-response document pertaining to the formal inquiries posed through July 22, 2015.

2. The preproposal conference sign in sheet and power point presentation.

3. Audit Clause D pertaining to Appendix B, DHS Addendum to the Standard Terms and Conditions. 4. Language revision for Part II-2, Tab 3-Management Summary: II-2. Tab 3 - Management Summary. Include a narrative description of the proposed effort and a list of the items to be delivered or services to be provided. The summary will condense and highlight the contents of the Technical proposal in a manner that allows a broad understanding of the entire Technical submittal. If the Offeror is proposing to subcontract any work included within the project, the Offeror should identify the subcontractor and describe the scope of work to be subcontracted.

For electronic solicitation responses via the SRM portal:

Attach this Addendum to your solicitation response. Failure to do so may result in disqualification.

To attach the Addendum, download the Addendum and save to your computer. Move to ‘My Notes”, use the

“Browse” button to find the document you just saved and press “Add” to upload the document.

Review the Attributes section of your solicitation response to ensure you have responded, as required, to any

questions relevant to solicitation addenda issued subsequent to the initial advertisement of the solicitation

opportunity.

For solicitations where a “hard copy” (vs. electronic) response is requested:

Attach this Addendum to your solicitation response. Failure to do so may result in disqualification.

If you have already submitted a response to the original solicitation, you may either submit a new response, or

return this Addendum with a statement that your original response remains firm, by the due date to the following

address:

Pennsylvania Department of Human Services

Division of Procurement

Room 402 Health and Welfare Building

625 Forster Street, Harrisburg, PA 17120

Commonwealth of Pennsylvania

Form Revised 02/26/08 of 2

Except as clarified and amended by this Addendum, the terms, conditions, specifications, and instructions of the solicitation and any previous solicitation addenda, remain as originally written. Very truly yours, Name: Daniel R. Boyd

Title: Director of Procurement

Phone: 717-783-3767

Email: [email protected]

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RFP Section Question Answer

1

Part IV-2, Nature and Scope of the Project Part IV-4, Tasks

Is the above referenced RFP part of a series of RFPs, or is it a stand-alone contract. I noticed that there were references to the forthcoming PENNSYLVANIA STATE COLLECTION AND REIMBURSEMENT UNIT (PA SCDU) offering. Are these separate or must they both be bid on for consideration?

No, RFP 02-15 is not part of a series of RFPs. This procurement will result in a stand-alone contract. Any forthcoming SCDU procurement is separate, and it is not necessary to propose on both for consideration.


2

Can you please disclose the funding source for the Child Support Enforcement System Infrastructure Network Maintenance?

The source of funding for PACSES Client Infrastructure Network Maintenance is not relevant to the current procurement requirements.


3 Part IV-4, Tasks

Regarding the vendor responsibility to update equipment asset information in the Commonwealth ServiceNow system. Please identify the data fields which are required to be updated.

Within the Assets Table, DHS uses about forty (40) data fields. This includes information within the General, Financial, Contracts and IT Hardware Maintenance Tabs. Additional information is recorded for the following:

1) Configuration (Connected by, Depends on) 2) Non-physical assets (IPs, PIDs, etc.) 3) Warranties and Leases

In total, over seventy (70) data fields are utilized.


4 Part IV-4, Tasks

Regarding the vendor responsibility to conduct annual physical inventories with the county. Please define "with county assistance".

A county will conduct the onsite physical inventory and provide information back to the selected Offeror.


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5 Part IV-4, Tasks

Regarding the vendor responsibility to conduct annual physical inventories with the county. Can the inventory be conducted over a 12 month period?

Yes.


6 Part IV-4, Tasks

Regarding the vendor responsibility to conduct annual physical inventories with the county. Is the vendor required to inventory all assets?

The annual physical inventory applies to all Commonwealth provided assets and other items that may be County provisioned. Reference RFP Part IV, Task 5.1.b.


7 Part IV-4, Tasks

Regarding the maintenance of floor plans for all of the counties’ areas where PACSES equipment is installed, including wiring, drops, and equipment. Floor plans must be updated within fifteen (15) business days of any changes in the county office(s). Will a current and up-to-date set of plans be provided to the awarded vendor?

Yes.


8 Part IV-4, Tasks

Regarding the maintenance of documentation for infrastructure policies, procedures and security requirements. Is there currently a standard set of policies, procedures and requirements?

The Commonwealth of PA and DHS have well defined and periodically updated security policies applicable to information systems infrastructure and applications. Refer to the Security Domain section at web links provided in RFP Section I-30, Information Technology Policies. Federal Tax Information (FTI) is contained within PACSES and communicated across the PACSES network. DHS and the selected Offeror must comply with Publication 1075 Tax Information Security Guidelines as periodically updated (RFP Appendix P). An updated Pub 1075 is

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expected to be released around August, 2015.


9 Part IV-3, Requirements

What is the total number of engineers and/or technicians currently providing server support?

Assigned staff has ranged between 8 and 12 individuals depending on workload. Offerors submitting proposals should include the Offeror’s recommendation for staffing levels and skill set mix needed to perform the tasks and meet the requirements and service level agreements contained in the RFP. Reference RFP Section II-5, Tab 6, Personnel.


10 Part IV-4, Tasks

What are the Disaster Recovery Plan annual testing requirements? How many personnel and for how many days, including planning and preparation?

There are two (2) testing events held annually. One is a table-top, walkthrough. The second event is an exercise of the Disaster Recovery (DR) Plan spanning about 1-week (not including preparation activities). During this time, all ongoing operations must continue with no interruption. Staffing level needs to be appropriate to fulfill the DR plan testing requirement and maintain continuity of ongoing operations.


11 Part IV-4, Tasks

What is the current backup software? What is the estimated number of weekly restores that will be required?

Back-up Exec 2012. Frequency of restores varies according to need.


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12 Part IV-4, Tasks

Will DHS be providing the “Monitoring” tools required or will the Offeror be required to provide? E.g. Syslog server for storing and maintaining alerts.

The Commonwealth provides the “monitoring” tools to manage the network. The selected Offeror may make recommendations for Commonwealth consideration and approval for software to be used for this purpose.


13 Part IV-4, Tasks

Who will be responsible for designing the “Alert” thresholds required?

DHS determines the “alert” thresholds. DHS takes into consideration information provided by the contractor.


14 Part IV-4, Tasks

What tools are available for “Patch Management”? Does DHS have an established “Patch Management” procedure or will we be starting from scratch?

Microsoft standardized suite of products. DHS currently uses System Center Configuration Manager (SCCM).


15 Part IV-4, Tasks

Does DHS have a well defined “Security Policy” that can be applied to items like “Server Security? Or will this need developed from scratch?

Please see the response to question #8.


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16 Part IV-4, Tasks

Describe the current “Voice Gateways”? Quantity, Make and Model, Interfaces please.

The current Voice Gateways use 4-port FX for the smaller sites. Approximately three (3) of the larger sites use Voice T1.


17 Part IV-4, Tasks

Describe the current IVR software in use that will require monitoring and script maintenance

Cisco Call Manager 8.5 and Cisco IVR/UCS.


18

Part IV-4, Tasks

Describe the current Content Delivery Network (CDN).

CDN is expected to be removed prior to completion of the contract resulting from this RFP. It is included in the RFP in the event CDN removal is delayed. If removal is delayed, information will be provided to the selected Offeror during Task 1 (OKA).


19 Part II-1, Statement of the Problem

Page 16, Tab 2. The RFP states: “…demonstrate how the offeror will determine the effective management of the project”. Please clarify what exactly the Commonwealth is asking for.

The Offeror’s proposal must delineate the proposed management approach and provide strategies, including techniques and methodologies, in order to demonstrate the Offeror’s understanding of the complexities of the project.


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20 Part II-4, Prior Experience

Page 17, Tab 5, references. The RFP asks for at least three relevant, non-DHS contacts within the past three years to serve as a corporate reference. There are DHS contracts that are similar in size and scope and pertain to the requirements of this RFP. We request, to provide fair competition, to not exclude DHS contracts completely and allow the use of one DHS reference. This would also be consistent with the Key Personnel references, which allows for one DHS reference.

One DHS contract may be utilized as a reference; however, it cannot be for the existing contract.


21 Part II-5, Personnel

Page 19, Key staff. The RFP asks for key staff “….experience in managing the operations and support of a client infrastructure network in other states.” We request removing the phrase “in other states” so that offerors can demonstrate their experience in any state as well as at the federal level.

This requirement is removed; demonstrated experience may be from any state and at the federal level.


22 Part II-13, Contractor Partnership Program

Page 23, tab 12 (f). The RFP states “If the subcontractor will provide the primary service of the contract…” What does “primary service” mean?

The primary service refers to core or key service of the RFP. For RFP 02-15, these services are ‘services to assist in managing, maintaining and providing operational support of the PA Child Support Enforcement System (PACSES) client infrastructure network.’


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23

Part II-4, Prior Experience Appendix I

Appendix I, corporate reference questionnaire. Question 2 requires corporate reference to name the individuals proposed for work and number of hours worked. It is very unlikely that the proposed key personnel would have worked on the required “minimum of three corporate reference contracts in the last three years “. We suggest that this question be removed.

Appendix I will not be revised. If it is not applicable, it should be indicated as such.


24 Part II-5, Personnel Appendix J

Appendix J, key personnel reference questionnaire-- Questions 1 and 2 asks about proficiency in managing a “large program” and a “large staff”. The word “large” is relative and can be interpreted many ways. Since PACSES may not be considered a large program, we request eliminating these two questions or at least eliminating the word “large”.

Appendix J will not be revised.


25 Part II-10, Cost Submittal Appendix E

Appendix E, Cost matrix. We request that you please widen the column widths on the Cost Matrix.xlsx file on the “Cost Submittal” tab so that the values are readable? The formatting on that tab is locked and needs to be widened to allow larger values. Currently any value of $1,000 or greater is unreadable and returns “#####” in the MS Excel file.

Appendix E has been revised to widen the columns as indicated. A corresponding addendum has been issued to announce the update.


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26

Part IV-2, Nature and Scope of the Project Part IV-4, Tasks

Is the current MS exchange environment managed onsite or remotely? Is there a preference moving forward?

PACSES exchange is currently managed onsite and also includes a Disaster Recovery location owned by the Commonwealth. DHS is evaluating movement of the PACSES exchange environment to Exchange Online later this year (2015).


27 Part IV-4, Tasks

Will DHS consider any remote/managed services for any part of this Offering (i.e. remote monitoring services)?

No. Please reference RFP Section I-22, Department Participation.


28 Part I-29, Contractor Partnership Program

Are CPP rules new with this RFP, or was this part of the previous RFP?

No. CPP submissions were included as part of the previous RFP.


29 Part IV-3, Requirements

Are there existing help desk scripts solutions and related materials in place for participating jurisdictions?

There are a limited number of scripts for known problems.


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30 Part IV-4, Tasks

How many employees does the incumbent have on staff? How many per each skill set?

Please refer to the response to question #9.


31 Part IV-4, Tasks

How often are PCs refreshed? Are all done at the same timeframe across all locations?

Approximately every 4 years. A complete PC refresh occurs over an approximate 2-3 month timeframe.


32 Part IV-4, Tasks

Is there a password reset website tool to allow for self help?

PACSES does not have a password reset website tool. DHS is considering adding PACSES password reset functionality to the existing DHS password reset website tool.


33 Part IV-5, Reports and Project Control

Is there already a standard report template to follow for any and all reporting?

No.


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34 Part II-5, Personnel

On page 19, regarding key staff. The RFP asks for key staff “….experience in managing the operations and support of a client infrastructure network in other states.” Does the phrase “in other states” also include Pennsylvania?



35 Part IV-4, Tasks Appendix L

What is Technologies in-scope and the technologies which are out-scope for this RFP?

Reference RFP Part IV-4 Tasks 1-6; RFP Appendix L – PACSES Client Infrastructure Network Configuration for this information.


36 Part IV-4, Tasks Appendix L

For Inscope Technology, what are the Level II & Level III technology? Does it also Include Administrative Coverage?



37

Part IV-1, Objectives Part IV-2, Nature and Scope of the Project

Can you identify any specific critical gaps/ pain areas in the current set-up, which would need to be addressed?

No. Please see RFP Section IV-1 Objectives; and RFP Section IV-2 Nature and Scope of the Project for DHS priorities.


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38 Part IV-4, Tasks

What type of support is expected from Cognizant on the network projects? These projects include network/unified communications upgrades/builds, new technology implementation, etc. (resources as part of project). If yes, what % of effort would be marked for such activities as per your estimation?

Please see RFP Part IV, Section IV-4 Tasks 1-6 for support requirements. The selected Offeror is responsible for determining the percentage of effort requirement for the tasks.


39

Part IV-3, Requirements Part IV-4, Tasks Appendix M

Please provide the vendor support details (SLA) for Network and Unified Communications hardware, transport (WAN links), Server, Softwares?

The selected Offeror is responsible for the requirements, tasks and SLAs contained in the RFP.


40 Appendix L

Please list the tools/applications do you use to monitor, manage the network/unified communications elements, that includes both data and voice infrastructure.

The majority of tools/applications are listed in RFP Appendix L – PACSES Client Infrastructure Network Configuration. Additionally, please see answer to Q12.


41 Appendix L

Do you expect the vendor to manage the existing tools or expect implementation of new tools

The selected Offeror will utilize the tools provided by DHS. DHS may change tools at any time. Following DHS adoption of a new tool, the selected Offeror shall be required to develop a working knowledge of and utilize the tool. The selected Offeror may make recommendations for Commonwealth consideration and approval for tools used for this purpose.


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42 Part IV-4, Tasks

Please list the tools/applications you use for operational work flows like ticketing (escalations, etc.), change review/approvals, service requests, etc.

ServiceNow.


43 Part IV-4, Tasks

Transition period given as 2 months, as per the RFP requirement, vendor need to bring in Tools for monitoring the environment and need to inter-connect with state ticketing tool and that will take additional time. Can the Transition period can be extended and approved as per the vendor solution.

No, transition (Task 1 – Orientation and Knowledge Acquisition) must be successfully completed within a two (2) month period. The selected Offeror will utilize monitoring tools provided by DHS. Vendor tools will not be inter-connected with DHS or Commonwealth tools.


44

Part IV-2, Nature and Scope of the Project Part IV-4, Tasks Appendix L Appendix N

How many DRS locations are in scope for this RFP? Can you share number of users / devices per location?

Please see RFP Part IV, Section IV-2 Nature and Scope of the Project; and RFP Part IV, Section IV-4.Subsection 3.2 Level II and III Help Desk Support and Manage User Accounts; RFP Appendix L – PACSES Client Infrastructure Network Configuration; and RFP Appendix N – Domestic Relations Sections (DRS) Locations.


45 Part IV-4, Tasks

To perform backup related activity is state providing the tools. How the current backup system is designed and managed?

Please see the response to question #11.


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46 Appendix L

Is State expecting vendor to support the Oracle Database, Citrix Management and other listed software on Appendix L

The selected Offeror must support all software listed in the tables provided in Appendix L; except for IBM Tivoli and Oracle database.


47 Appendix L

What are the tools used for remote desktop management?

DameWare and MS remote desktop.


48 Part IV-2, Nature and Scope of the Project

Is creation and provisioning of VMs in scope of the current requirement?

Creation, provisioning and maintenance of VMs is in-scope.



How many scripts/ACD setups and call volumes (inbound/outbound) do you have in your Contact Center environment?

All calls coming into the Counties first go to the IVR platform and are then routed back to the County. Approximately 75-100 scripts/ACD setups.


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50

Part IV-2, Nature and Scope of the Project Appendix L

"Please share the complete asset inventory details for the in-scope services? Network (Switch, Router) Firewall Server Voice Gateway IVR & Other Peripheral devices"

Reference RFP Section IV-2 Nature and Scope of the Project; and RFP Appendix L – PACSES Client Infrastructure Network Configuration.



Can you share ticket details for last 6 months or 1 year

No, due of the nature of certain information, DHS is unable to share this information.


52

Part IV-1, Objectives Part IV-2, Nature and Scope of the Project

What are your key critical business drivers and issues that you need to address in the short and long term?

As a general matter, the critical business drivers and issues relate to the objectives are listed in RFP Part IV, Section IV-1 as well as the needs described in RFP Part IV, Section IV-2.


53 Appendix L

Current operating model for the desktop/dispatch services? How the user requests are handled?

All service requests will be routed through ServiceNow. Users requests are handled according to established priorities.


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54

What all audit costs has to be considered? Can you please define the Purpose of the black marked cells in the Cost Matrix

The Internal Revenue Service (IRS) conducts one regularly recurring audit every three years. The current contractor is required to provide network and server information, via the program office, in support of the audit. Unscheduled audits by other authorities may occur at any time. The black shaded cells within the Cost Matrix indicate the cells that are not applicable to the specific row or column. For example, the hourly rate and number of hours does not apply to Travel and Subsistence. Instead, an annualized total for Travel and Subsistence should be indicated.

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RFP 02-15 PRE-PROPOSAL CONFERENCE PRESENTATION GUIDE (Slide 2) Introductions

Good afternoon, my name is Jim Weaver. I work for the Department of Human Services, Bureau of Information Systems and serve as the Deputy Chief Information Officer.

Other Commonwealth personnel present are:

• Jesse Kowalick, Bureau of Financial Operations (RFP Project Officer) • Michelle Herring, Bureau of Financial Operations • Merry Mitchell, Bureau of Financial Operations • Faith Ellis, Contractor Partnership Program • Gayle Nuppnau, Small Diverse Business Lead

[Would the other Commonwealth personnel members present please introduce yourself

giving names and titles?]

Please introduce yourselves giving your name, title and the organization you represent. --Thank you.

(Slide 3) Agenda

In today’s pre-proposal conference, we will cover the following: • The ground rules for this pre-proposal conference; • Critical RFP submission requirements; • A brief overview of the project; • Contractor Partnership Program overview; • Small Diverse Business overview; • The RFP project timeline; and • We will accept questions and provide preliminary non-official answers to questions

regarding this RFP. (Slide 4) Ground Rules

All attendees of today’s pre-proposal are asked to sign-in. The sign-in sheet is available in the back of the room.

Attendees may submit their questions in writing to the RFP Project Officer at the break or at the end of the conference on the forms provided.

After the program overview, the Commonwealth team will convene and determine which questions may be provided with preliminary answers.

Any answers to questions provided at this pre-proposal conference are not final until issued as a formal written addendum to this RFP. Any changes to the RFP will be issued as a formal written amendment.

Communications shall be made only through the RFP Project Officer, Jesse Kowalick.

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(Slide 5) These are some of the Critical Points in the RFP

• To minimize delays in proposal evaluation and to avoid rejection of your proposal, read the RFP carefully and submit a complete proposal, including signature of an individual authorized to bind your company to the terms of the proposal.

• Evaluations will be based on the submitted proposal. Follow the proposal format as

detailed in Part II of the RFP. Include the appropriate heading descriptions, respond to all requirements and provide any other relevant information as an appendix.

• The Department may request an Oral Presentation from Offerors.

• Each proposal must have three separately sealed submittals: Technical, Cost, and Small

Diverse Business. Please pay close attention to the number of hardcopy and electronic submittals required.

• Do not include any cost data, including costs related to Small Diverse Business

participation, in the technical portion of your proposal.

• Proposals must be received by 2:00 PM on August 24, 2015. (Slide 6)

• In order to be considered a responsible offeror, an Offeror’s proposal must receive a raw score equal or greater than 70% of the available technical points. The RFP will be amended to clarify this requirement along with the requirements for proposal ranking and award.

• The RFP will be evaluated based on the following criteria: i. Technical – 50% ii. Cost – 30% iii. Small Diverse Business Participation – 20%

• The technical evaluation will be based upon the following criteria, but not in any specific

order: i. Understanding the Problem ii. Personnel Qualifications iii. Soundness of Approach iv. Offeror Qualifications

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(Slide 7) Project Overview – Objectives

• As detailed in Part IV of RFP 02-15, the objective of this procurement is to secure services to assist DHS in managing, maintaining and providing operational support for the PA Child Support Enforcement System (PACSES) client infrastructure network.

• The resulting contract will be for a term of three (3) years, with two (2) one (1) year renewal options.

(Slide 8) PA Child Support Enforcement Program

PA’s Child Support Enforcement Program is operated through the joint efforts of the PA counties, PA court system and the Commonwealth of PA.

The program is administered by the Commonwealth’s Office of Income Maintenance Bureau of Child Support Enforcement within the DHS.

Primary Services include:

1. Establish Paternity on Behalf of Children; 2. Establish Legal Orders Obligating Parents to Pay Child Support; 3. Locate Parents; 4. Collect and Disburse Child Support Monies; 5. Enforce Court Order Compliance.

The program is mandated and governed by Federal and state statute and regulations. (Slide 9) PA Child Support Enforcement System-PACSES

Managing and conducting these programs requires a significant, ongoing investment in information systems technology.

Today, these programs are supported by the PA Child Support Enforcement System – otherwise known as PACSES.

PACSES is a large and complex enterprise system consisting of the Core legacy mainframe system and several Auxiliary Systems – most of which are listed here.

DHS is responsible for these systems and utilizes various contractors to support and maintain them.

One thing these systems all have in common is that they rely on the PACSES network to provide the system functionality where it is needed, as well as to collect and communicate critical information among the system users.

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(Slide 10) PACSES Network

The selected Offeror will provide critical services to ensure the PACSES network is always functional and supporting these systems.

PACSES Users include:

1. Public – (payers and recipients of child support payments) 2. Employers 3. Attorneys / Title Searchers / Financial Institutions 4. State Collection and Disbursements Unit (SCDU) 5. County Courts 6. County Domestic Relations Section (DRS) Offices 7. BCSE and Other Commonwealth Agencies

(Slide 11) PACSES Network – County Level

The selected Offeror will provide critical services in support of the (73) county Networks.

Note: The illustration shown and included within Appendix L was created before the consolidation of Montour and Columbia county locations. The number of county networks is now (73), not the (74) as shown.

The Number of Sites may change from time to time throughout the term of a contract.

A typical County Network includes:

1. Servers 2. Workstations and Printers 3. IVR system 4. WAN or Ethernet Connection through a Cisco Router

(Slide 12) Required Services – Tasks

There are six (6) Primary tasks used to define the required services. They include:

1. Orientation and Knowledge Acquisition 2. Server, Network and IVR Support 3. End User and Desktop Support 4. Security 5. Oversight and Coordination 6. Turnover

Tasks 2 through 5 are further broken down into sub-tasks as you will see momentarily.

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(Slide 13) 1. Orientation and Knowledge Acquisition (OKA)

The selected Offeror will have up to (2) months to complete all activities associated with the Orientation and Knowledge Acquisition.

During this time, the selected Offeror’s assigned staff must become capable of performing all of the in-scope tasks.

The activities during this period will be governed by a work plan and readiness review checklist produced by the selected Offeror, and approved by DHS.

The incumbent contractor is required to work in cooperation with the selected Offeror and has prepared a preliminary turnover plan included with the RFP as Appendix O.

The next four (4) slides list the sub-tasks under each of the primary tasks shown in the heading.

It’s not my intent to go into detail on each of these sub-tasks; this information is outlined in the RFP.

However, I do want to state that every county is unique, whether technically or in regards to personnel proficiency. The selected Offeror will need to understand the differences to develop a successful working relationship with each County office. (Slide 14) 2. Server, Network and IVR Support

1. Network Disaster Recovery, Backup and Restoration plan (Servers, Applications, IVR)

2. Monitor the Network, Detect and Resolve Problems

3. All PACSES Servers

4. All Network Software (Including Release Upgrades)

5. County LAN Interfaces

6. Voice Gateways

7. Cisco Call Managers and IVR Platform

8. Content Delivery Network

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(Slide 15) 3. End User and Desktop Support

1. Knowledge Transfer for Routine Tasks to Commonwealth and County Staff, and End Users

2. Level II and III Help Desk Support and User Account Management

3. Implement and Support Network Equipment Installations / Relocations (Travel Required)

4. Desktop Support in County DRS Offices

5. PACSES internet, email, web access, dial-up connectivity

6. PACSES Sites Printing Operations

7. Support of PACSES Applications Testing and Production Environments

(Slide 16) 4. Security

1. Virtual Private Network (VPN), Internet Firewall and Business Partner Firewall

2. Network Anti-Virus Software and Definitions (Including Release Upgrades)

(Slide 17) 5. Oversight and Coordination

1. Create/Maintain Up-to-Date Task Lists, Project Plans, Track Assets, and Coordinate Activities with Others

2. Provide Network Related Information to Assist DHS in Procurement Decisions

3. Research and Id Options for Network Upgrades and Application of Emerging Technologies. Implement and Support Approved Upgrades.

(Slide 18) Turnover

• Activities Required to Transfer Knowledge and Responsibility for Services to Commonwealth Staff or a subsequent contractor.

• May be Required for Selected Services During the Term of the Resulting Contract

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(Slide 19) Performance Standards

• As one means of monitoring the quality of contracted services, DHS will use Performance Standards Defined in Service Level Agreements (SLA) to assess the selected Offeror’s compliance with certain contract requirements.

• Department’s Proposed SLAs – RFP Appendix M.

• Offerors Must Base their Proposal on the SLAs as Contained in Appendix M.

• Offerors are Encouraged to Make Recommendations to enhance the proposed SLAs.

• The SLAs will be Finalized During Negotiations with the Selected Offeror. (Slide 20) Primary Location, Travel and Travel Expenses

• Selected Offeror’s Staff - Primary Work Location is in Harrisburg on DGS Complex Grounds, formerly, Harrisburg State Hospital.

• Planned and Unplanned Travel to Other PACSES Sites (Primarily County Offices Throughout the Commonwealth) is Required.

• No Separate Reimbursement for Travel Related Expenses.

• Refer to the Department’s Estimated Travel Requirements in Table IV.1 and Appendix N – DRS Locations.

• Planned travel would occur for projects such as upgrading the Desktop PC in each County office.

• Unplanned travel may be required at any time. For example, a few years ago the Luzerne county office was flooded and technicians had to be dispatched to restore the county network.

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• Now we will have the presentation for the Contractor Partnership Program –

Introduce Faith Ellis.

• Now we will have the presentation from the Bureau of Small Business Opportunities – Introduce Gayle Nuppnau.

NOTE: (CPP Faith Ellis) Slides 21-29; (BSBO Gayle Nuppnau) Slides 30-34 (Slide 35) Timeline

The Project Timeline includes:

• July 9, 2015 – RFP 02-15 is issued • July 22, 2015 – Pre-proposal Conference • August 3, 2015 – Answers to Potential Offerors’ questions will be posted to the

Department of General Services (DGS) website • August 24, 2015 – Due date for proposals

(Slide 36) Break & Question Submittal

We will now move to the ‘question and answer’ portion of the conference. Please note the following:

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(Slide 37)

• As per the RFP Timeline, today is the last day to submit questions.

• No answer is official until it is confirmed in writing.

• Answers to questions will be posted to the DGS website by August 3, 2015.

• To date, xx (may change) written questions have been submitted by email.

We will now answer those submitted questions to which we are able to provide a preliminary answer, after which we will determine if we are able to answer any further questions you may have.

[Read the questions that have been received and the replies thereto. Do not identify the potential Applicants.]

We will now address other questions. To facilitate this portion of the conference, we have distributed question forms. Please write your questions on the forms and return them to us.

A break will be provided and we will then read each question without identifying the organization involved and, if we can, answer it now. However, any answer given today must be considered unofficial until it is confirmed in writing.

We will not attempt to answer any question unless it is reduced to writing on the question form. All questions asked today will be officially answered in writing. All questions and written answers will be posted to the DGS website as an addendum to, and shall become part of, the RFP. Each Offeror is responsible to monitor the DGS website for new or revised RFP information.

[NOTE: The request to write out questions will not preclude some contractors from asking questions orally, particularly if the answer to one question generates another. Therefore, one of the Commonwealth members present, other than the conference chairman, should be assigned the job of recording the questions posed orally so they too may be confirmed in writing. Allow the Offerors sufficient time during the pre-proposal conference to write their questions. Whenever possible, answer questions by reference to the part of the RFP containing the answer.]

(Slide 38) RFP #02-05

This concludes the pre-proposal conference. No further questions will be entertained or answered. Thank you.

(Slide 39) Project Officer

PACSES Client Infrastructure Network Maintenance Services

(RFP 02-15)

Pre-Proposal Conference Jim Weaver, Deputy CIO

7/22/2015

8/5/2015 1

Introductions

• Jesse Kowalick – Bureau of Financial Operations • Michelle Herring – Bureau of Financial Operations • Merry Mitchell – Bureau of Financial Operations • Gayle Nuppnau – Small Diverse Business • Faith Ellis – Contractor Partnership Program

• Other Commonwealth Staff • Attendees

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Agenda

• Ground Rules • Critical Points • Project Overview • Contractor Partnership Program Overview • Small Diverse Business Overview • Timeline • Break/Question Submittal • Preliminary, non-official answers

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Ground Rules

• Sign in sheets • Questions may be submitted in writing on the forms

provided by the end of this conference • The Commonwealth team will determine which

questions may be preliminarily answered • Any answers provided are not final until formally

issued in writing • Any changes to the RFP will be issued as a formal

written amendment • Any communication shall be made through the RFP

Project Officer (Jesse Kowalick)

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Critical Points

• To minimize delays in proposal evaluation and to avoid rejection of your proposal, read the RFP carefully and submit a complete proposal, including signature. Evaluations will be based on what is submitted. Follow the proposal format as detailed in Part II of the RFP. Include the appropriate heading descriptions, respond to all requirements and provide any other relevant information as an appendix.

• An oral presentation with each vendor may be requested by the Department.

• Each proposal must have three separately sealed submittals; Technical, Cost, and Small Diverse Business. (Please pay close attention to the number of hardcopy and electronic submittals required)

• Do not include any cost data in the technical portion of your proposal. • Proposals must be received by 2:00 PM on Monday, Aug 24, 2015. • The resulting contract will be for a term of three (3) years, with two

(2) one (1) year renewal options.

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Critical Points

• The RFP will be evaluated based on the following criteria: • Technical – 50% • Cost – 30% • Small Diverse Business Participation – 20%

• The technical evaluation will be based upon the following criteria, but not in any specific order: • Understanding the Problem • Personnel Qualifications • Soundness of Approach • Offeror Qualifications

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Project Overview - Objectives

• As detailed in Part IV of RFP 02-15, the objective is for the selected Offeror to assist DHS in managing, maintaining and providing operational support for the PA Child Support Enforcement System (PACSES) client infrastructure network.

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PA Child Support Enforcement Program

• DHS Bureau of Child Support Enforcement (BCSE) Administered, Court Based and County Operated Program

Services Include:

Establish Paternity on Behalf of Children Establish Legal Orders Obligating Parents to Pay Child Support Locate Parents Collect and Disburse Child Support Monies Enforce Court Order Compliance

• Mandated under Title IV-D of the Social Security Act, P.L. 93-647, as amended, and State Statute, Title 23 Pa C.S. Section 4372

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PA Child Support Enforcement System-PACSES

• Large and Complex Enterprise System 1. Core Legacy Mainframe System

2. Auxiliary Systems (examples) a. Web PACSES b. Child Support Web Site c. Interactive Voice Response (IVR) Call Manager d. Data Management Applications

Data Warehouse and eReports Directors Dashboard

e. Performance Improvement Module (PIM) f. Paternity Tracking System (PTS) g. Imaged Documents

• These Systems are maintained by DHS and other contractors and Use the PACSES Network

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PACSES Network

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PACSES Network – County Level

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Required Services - Tasks

1. Orientation and Knowledge Acquisition (OKA) 2. Server, Network and IVR Support 3. End User and Desktop Support 4. Security 5. Oversight and Coordination 6. Turnover

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1. Orientation and Knowledge Acquisition (OKA)

• Preparation period to take over services from the incumbent contractor

– Gather Information – Meet with Stakeholders – Work with the Incumbent Contractor – Develop Working Knowledge – Prepare and Train Assigned Personnel – Setup Workspace at DHS

• Up to (2) months to complete OKA

• Develop Workplan and Readiness Review Checklist

• Incumbent contractor’s preliminary turnover plan is included in the RFP – Appendix O

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2. Server, Network and IVR Support

1. Network Disaster Recovery, Backup and Restoration plan (Servers, Applications, IVR)

2. Monitor the Network, Detect and Resolve Problems

3. All PACSES Servers 4. All Network Software (Including Release

Upgrades) 5. County LAN Interfaces 6. Voice Gateways 7. Cisco Call Managers and IVR Platform 8. Content Delivery Network

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3. End User and Desktop Support

1. Knowledge Transfer for Routine Tasks to Commonwealth and County Staff, and End Users

2. Level II and III Help Desk Support and User Account Management

3. Implement and Support Network Equipment Installations / Relocations (Travel Required)

4. Desktop Support in County DRS Offices 5. PACSES internet, email, web access, dial-up

connectivity 6. PACSES Sites Printing Operations 7. Support of PACSES Applications Testing and

Production Environments 8/5/2015 15

4. Security

1. Virtual Private Network (VPN), Internet Firewall and Business Partner Firewall

2. Network Anti-Virus Software and Definitions (Including Release Upgrades)

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5. Oversight and Coordination

1. Create/Maintain Up-to-Date Task Lists, Project Plans, Track Assets, and Coordinate Activities with Others

2. Provide Network Related Information to Assist DHS in Procurement Decisions

3. Research and Id Options for Network Upgrades and Application of Emerging Technologies. Implement and Support Approved Upgrades.

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6. Turnover

• Activities Required to Transfer Knowledge and Responsibility for Services to Commonwealth Staff or a subsequent contractor

• May be Required for Selected Services During the Term of the Resulting Contract

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Performance Standards

• Service Quality will be Assessed Against a Set of Performance Standards Defined in a Service Level Agreement (SLA)

• Department’s Proposed SLAs – RFP Appendix M

• Offerors Must Base their Proposal on the SLAs as Contained in Appendix M

• Offerors are Encouraged to Make Recommendations to enhance the proposed SLAs

• The SLAs will be Finalized During Negotiations with the Selected Offeror

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Primary Location, Travel and Travel Expenses

• Selected Offeror’s Staff - Primary Work Location is in Harrisburg on DGS Complex Grounds, formerly, Harrisburg State Hospital

• Planned and Unplanned Travel to Other PACSES Sites (Primarily County Offices Throughout the Commonwealth) is Required

• No Separate Reimbursement for Travel Related Expenses

• Refer to the Department’s Estimated Travel Requirements in Table IV.1 and Appendix N – DRS Locations

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Contractor Partnership Program

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What is the Contractor Partnership Program? • The Contractor Partnership Program (CPP) was created by

Pennsylvania’s Department of Human Services (DHS) to create additional employment opportunities within the Commonwealth.

• CPP is designed to leverage the economic resources of DHS to create jobs for individuals currently receiving TANF cash assistance by maximizing the recruitment, hiring and retention of those individuals by Commonwealth contractors, subcontractors and grantees.


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Who’s required to participate in the program? All contractors, vendors, organizations, fiscal agents, county

governments etc. that receive funding ($25,000 or more annually ) from the Department of Human Services (DHS) or a DHS-funded initiative in the form of a contract, grant, memorandum of understanding or other contracting vehicle


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What are the Pre-Selection responsibilities of the Contractors? • Fully answer all questions outlined in the Contractor Partnership

Submittal section of the RFP and any applicable BAFO memos.

• While developing hiring numbers and plans, look both company and subcontractor-wide for the full duration of the contract while establishing potential openings to be filled.

Percentages and ranges are not acceptable as hiring number

NOTE: While Small/Diverse Businesses can volunteer to assist contractors in meeting CPP requirements, Contractors can not require these businesses to hire qualified TANF recipients as a stipulation to partnership on any contract that derives from this RFP.


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How can we identify TANF recipients? • Contractors can post job orders that match “CPP

Eligible” TANF recipients via the Commonwealth Workforce Development System (CWDS) Job Gateway.

• Contact local Workforce Investment Board to be

connected with local Employment Advancement and Retention Network (EARN) and Work Ready programs


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What are the benefits for hiring via CPP?

• Contractor can utilize PA’s vast Employment & Training Network to assist in training, hiring and retention at no cost

• Contractors may be eligible for tax credits for hiring

individuals receiving cash assistance Information on tax credits can be found at: http://www.dli.state.pa.us (Search for Work Opportunity Tax Credit) or call 1-800-345-2555

http://www.dli.state.pa.us/


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What type of positions are typically filled by CPP applicants?

Receptionist Janitorial Call Center Operator Care Manager Security Outreach Coordinator Home Health Aides

Outpatient Case Manager Customer/Member Service Representative Data Entry Clerk Help Desk Operator Administrative Assistant Certified Nursing Assistants


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Contact Information


Phone: 1-866-840-7214 Email: [email protected]

mailto:[email protected]




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For General Questions and Information regarding this RFP

Please contact Jesse Kowalick

[email protected]

Bureau of Small Business Opportunities

Bureau of Small Business Opportunities (BSBO)

Gayle Nuppnau

DGS, Procurement Liaison

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Bureau of Small Business Opportunities Program designed to encourage participation of Small Diverse Businesses (SDB) in state contracting. A Small Diverse Business is a DGS-verified minority-owned

business, woman-owned business, veteran-owned business or service-disabled veteran-owned business.

A small business is a business in the United States which is independently owned, not dominant in its field of operation, employs no more than 100 full-time or full-time equivalent employees, and earns less than $7 million in gross annual revenues for building design, $20 million in gross annual revenues for sales and services and $25 million in gross annual revenues for those businesses in the information technology sales or service business.

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Bureau of Small Business Opportunities To receive credit for being a Small Diverse Business or for subcontracting with a Small

Diverse Business (including purchasing supplies and/or services through a purchase agreement), a Offeror must include proof of Small Diverse Business qualification in the Small Diverse Business participation submittal of the proposal, as indicated in section II of the RFP. Photocopy of its DGS issued certificate entitled “Notice of Small Business Self-

Certification and Small Diverse Business Verification” indicating its diverse status Small Diverse Business(es) must be named including address and phone Letter of intent that specifies the type of goods or services the small diverse business

will provide along with percentage of commitment All Offerors must include a numerical percentage which represents the total

percentage of the work (as a percentage of the total cost in the Cost Submittal) to be preformed by the Offeror and not by subcontractors and suppliers

All Offerors must include a numerical percentage which represents the total percentage of the work (as a percentage of the total cost in the Cost Submittal) to be performed by the Small Diverse business as subcontractors

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Bureau of Small Business Opportunities (BSBO) Verification Letter

33

Bureau of Small Business Opportunities

Contact Information Bureau of Small Business Opportunities

(BSBO) Ms. Gayle Nuppnau Procurement Liaison

Telephone: (717) 346-3819 E-Mail: [email protected]

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Timeline

• The Project Timeline includes: – July 9, 2015 – RFP 02-15 is issued – July 22, 2015 – Pre-proposal Conference – August 3, 2015 - Answers to Potential Offerors’

questions will be posted to the Department of General Services (DGS) website

– August 24, 2015 – Due date for proposals

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Break/Question Submittal

Break & Question Submittal Questions may be submitted in writing on the

forms provided during this break or at the end of the conference.

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Questions

• To date, xx written questions have been submitted by email. • You may submit additional questions today on the forms

provided. • Questions submitted today will be read and a preliminary

response will be provided. • We will not answer any question not provided in writing. • No answer is official until it is answered in writing. • Answers will be posted to the DGS website as an addendum

to the RFP.

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RFP #02-05

• This concludes the pre-proposal conference.

• Answers to all questions posed will be posted to the DGS website at: http://www.emarketplace.state.pa.us/Search.aspx

by close of business August 3, 2015.

• No further questions will be entertained or answered.

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Project Officer

Jesse Kowalick

Department of Public Welfare Bureau of Financial Operations Health & Welfare Bldg., Rm 402

Harrisburg, PA 17120 Telephone No: (717)705-3878


Any contact with the Department concerning this RFP must be through the

RFP Project Officer.

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SUBRECIPIENT / CONTRACTOR AUDITS

Reissued June 2015 DHS AUDIT POLICIES (Replacing September 2012) Attachment V – Audit Clause D 1

AUDIT CLAUSE D – CONTRACTOR

The Commonwealth of Pennsylvania, Department of Human Services (DHS), distributes federal and state funds to local governments, nonprofit, and for-profit organizations. Federal expenditures are subject to federal audit requirements, and federal funding and state funding passed through DHS are subject to DHS audit requirements. If any federal statute specifically prescribes policies or specific requirements that differ from the standards provided herein, the provisions of the subsequent statute shall govern. Contractor means a dealer, distributor, merchant, or other seller providing goods or services to an auditee that are required for the administrative support of a program. These goods or services may be for an organization’s own use or for the use of beneficiaries of the federal program. The contractor’s responsibility is to meet the requirements of the procurement contract. Department of Human Services Audit Requirement If in connection with the agreement, an entity expends $500,000 or more in combined state and federal funds during the program year, the entity shall ensure that, for the term of the contract, an independent auditor conducts annual examinations of its compliance with the terms and conditions of this contract. These examinations shall be conducted in accordance with the American Institute of Certified Public Accountants’ Statements on Standards for Attestation Engagements No. 10, Compliance Attestation (SSAE 10), and shall be of a scope acceptable to the DHS. The initial compliance examination shall be completed for the official annual reporting period of this agreement and conducted annually thereafter. The Commonwealth reserves the right for state and federal agencies, or their authorized representatives, to perform financial and performance audits if deemed necessary. If it is decided that an audit of this contract will be performed, the contractor will be given advance notice. The contractor shall maintain books, records, and documents that support the services provided, that the fees earned are in accordance with the contract, and that the contractor has complied with contract terms and conditions. The contractor agrees to make available, upon reasonable notice, at the office of the contractor, during normal business hours, for the term of this contract and the retention period set forth in this Audit Clause, any of the books, records, and documents for inspection, audit, or reproduction by any state or federal agency or its authorized representative. The contractor shall preserve all books, records, and documents related to this contract for a period of time that is the greater of five years from the contract expiration date, until all questioned costs or activities have been resolved to the satisfaction of the Commonwealth, or as required by applicable federal laws and regulations, whichever is longer. If this contract is completely or partially terminated, the records relating to the work terminated shall be preserved and made available for a period of five years from the date of any resulting final settlement. Records that relate to litigation or the settlement of claims arising out of performance or expenditures under this contract to which exception has been taken by the auditors, shall be retained by the contractor or provided to the Commonwealth at the DHS’ option until such litigation, claim, or exceptions have reached final disposition.



AUDIT CLAUSE D – CONTRACTOR Except for documentary evidence delivered pursuant to litigation or the settlement of claims arising out of the performance of this contract, the contractor may, in fulfillment of his obligation to retain records as required by this Audit Clause, substitute photographs, microphotographs, or other authentic reproductions of such records, after the expiration of two years following the last day of the month of reimbursement to the contractor of the invoice or voucher to which such records relate, unless a shorter period is authorized by the Commonwealth . DHS Required Audit Report Submission The contractor shall submit the SSAE 10 report to the DHS within 90 days after the required period of audit has ended. When the SSAE 10 report is other than unqualified, the contractor shall submit to the DHS, in addition to the audit report, a plan describing what actions the contractor will implement to correct the situation that caused the auditor to issue a qualified opinion, a timetable for implementing the planned corrective actions, and a process for monitoring compliance with the timetable. Submit two copies of the DHS required audit report package.

1. Independent Accountant’s Report – on the Attestation of an entity’s compliance with specific requirements during a period of time in accordance with the contract and the appropriate schedule, as required.

2. Submit the audit report directly to the program office. REMEDIES FOR NONCOMPLIANCE The provider’s failure to provide an acceptable audit, in accordance with the requirements of the Audit Clause Requirements, may result in the DHS’ not accepting the report and initiating sanctions against the contractor that may include the following: • Disallowing the cost of the audit.

• Withholding a percentage of the contract funding pending compliance.

• Suspending subsequent contract funding pending compliance. TECHNICAL ASSISTANCE Technical assistance on the DHS’ audit requirements will be provided by: Department of Human Services Bureau of Financial Operations Division of Audit and Review Audit Resolution Section 1st Floor, Forum Place 555 Walnut Street P.O. Box 2675 Harrisburg, Pennsylvania 17105-2675 Email: [email protected]




AUDIT CLAUSE D – CONTRACTOR ENCLOSURE I

The Department of Human Services (DHS) requires an Independent Accountant’s Report on the Attestation to be in the format described by the American Institute of Certified Public Accountants (AICPA). The following is the form of report an Independent Accountant should use when expressing an opinion on an entity’s compliance with specified requirements during a period of time. For further guidance, refer to the AICPA Professional Standards.

Independent Accountant’s Report

[Introductory Paragraph] We have examined [name of entity]’s compliance with [list specific compliance requirement] during the [period] ended [date]. Management is responsible for [name of entity]’s compliance with those-requirements. Our responsibility is to express an opinion on [name of entity]’s compliance based on our examination.

[Scope Paragraph]

Our examination was conducted in accordance with attestation standards established by the American Institute of Certified Public Accountants and, accordingly, included examining, on a test basis, evidence about [name of entity]’s compliance with those requirements and performing such other procedures as we considered necessary in the circumstances. We believe that our examination provides a reasonable basis for our opinion. Our examination does not provide a legal determination on [name of entity]’s compliance with specified requirements.

[Opinion Paragraph] In our opinion, [name of entity] complied, in all material respects, with the aforementioned requirements for the year ended December 31, 20XX. [DATE] [SIGNATURE]