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RFP#: 04-18

Request for ProposalCustomer Information System and Implementation

Services

Attachment 1 – RFP Response Template

Issue Date: January 16, 2018

RFP DUE: February 27, 2018 by 11:00 A.M. MST

RFP Delivery Instructions Provided in Section 3.2 – 3.4 of the RFP Document.

Vendor’s Name:

RFP04-18 Attachment 1

TABLE OF CONTENTS

TABLE OF CONTENTS

Instructions: How to Complete the RFP Response...........................4Completing Response Template...................................................................................................5Completing the Functional Matrix..................................................................................................6Completing the Cost Matrix...........................................................................................................7Completing the Staffing Matrix......................................................................................................7General Guidelines........................................................................................................................8

1.0 Cover Letter...........................................................................92.0 Executive Summary................................................................93.0 Vendor Minimum Requirements............................................104.0 Solution Summary................................................................105.0 Qualifications and Profile......................................................115.1 Vendor Profile...................................................................................................................115.2 Third Party Profile............................................................................................................125.3 Vendor Financials.............................................................................................................135.4 Product Research and Development................................................................................135.5 Account Management.......................................................................................................135.6 User Conferences and Groups.........................................................................................14

6.0 Business Solution.................................................................146.1 Solution Look and Feel.....................................................................................................146.2 General CIS......................................................................................................................156.3. Mobile Workforce Management........................................................................................166.4 Customer Communications..............................................................................................166.4 Batch Processing/Scheduling...........................................................................................17

7.0 CIS Implementation Information............................................177.1 General Expectations.......................................................................................................177.2 Project Management.........................................................................................................187.3 Risk Management.............................................................................................................187.4 Project Tools.....................................................................................................................197.5 Project Approaches..........................................................................................................197.6 Staffing Plans....................................................................................................................197.7 Core Implementation Services & Methodology.................................................................207.8 Implementation of Other Services & Methodology.............................................................27.9 Required Training Courses.................................................................................................3

8.0 Support and Maintenance.......................................................48.1 System Corrections............................................................................................................48.2 Application Enhancements.................................................................................................48.3 Product Support (for all proposed solutions)......................................................................58.4 System Documentation.......................................................................................................5

9.0 Upgrade Information..............................................................6


9.1 Process...............................................................................................................................6

10.0 Technology Information.......................................................710.1 Technology Preferences.................................................................................................710.2 Technology Stack............................................................................................................210.3 End User Implications.....................................................................................................510.4 Security...........................................................................................................................710.5 Operations.......................................................................................................................810.6 Development, Support, Maintenance, and Upgrades (IT Perspective).........................1110.7 Miscellaneous...............................................................................................................13

11.0 Offshoring Questionnaire...................................................1411.1 Offshoring Questions....................................................................................................15

12.0 Hosting Information...........................................................1512.1 Overview.......................................................................................................................1512.2 Service Level Agreements............................................................................................1612.3 Hosting Security and Compliance.................................................................................1712.4 Business Continuity and Disaster Recovery.................................................................1712.5 Application Support and Maintenance..........................................................................1712.6 Recommended Vendor Staffing For The Outsourced Solution....................................18

Proposal Attachments..................................................................19Attachment A Functional Matrix................................................................................................19Attachment B Cost Matrix.........................................................................................................19Attachment C Staffing Matrix....................................................................................................19Attachment D References.........................................................................................................19Attachment E Implementation Team Resumes........................................................................20Attachment F Interfaces...........................................................................................................20Attachment G Sample Contracts and Service Level Agreements............................................20Attachment H Financial Information..........................................................................................20Attachment I Functional and Technical Roadmap..................................................................21Attachment J Sample Reports.................................................................................................21Attachment K Training Course Outline and Syllabus...............................................................21Attachment L Implementation Schedule - Project Plan...........................................................21Attachment M Sample Test Scripts.........................................................................................21Attachment N General Insurance Requirements.....................................................................21Attachment O Conflict of Interest..............................................................................................21Attachment R Intent to Respond or Decline (Optional)..........................................................22


INSTRUCTIONS: HOW TO COMPLETE THE RFP RESPONSE

By completing this document, the Vendor acknowledges that they have read the RFP and associated attachments, and that Vendor understands EPWater’s requirements. In addition, Vendor acknowledges they have had an opportunity to ask the necessary questions needed to complete this response.

EPWater’s objective is to use AAC’s NavigateOne methodology to identify, process, and select the Vendor finalist through an open and competitive solicitation process. NavigateOne establishes the framework for the selection while allowing EPWater Core Team, not the AAC Consultants, to gather facts, make decisions, and ultimately select the Vendor finalist. The first steps to becoming a short-listed Vendor are to accurately and factually complete the RFP documents.

While the exact dates/times are identified later in this document, at a minimum the following files are required for a complete RFP response:

Attachment Description Template Provided As1 RFP Response Template Required RFP Attachment 1

A Functional Matrix Required RFP Attachment 2

B Cost Matrix Required RFP Attachment 3

C Staffing Matrix Required RFP Attachment 4

D References Required

E Resumes Required

F Interfaces Required RFP Attachment 7

GSample Contracts and

Service Level Agreements

Required

H Financial Reports Required

I Functional and Technical Roadmap Required

J Sample Reports Required

K Training Course List Required

L Implementation Schedule & Gantt Chart

Required

M Sample Test Cases Required

N General Insurance Required RFP Attachment 11

O Supplemental Forms Required RFP Attachment 10

P Intent to Respond – Discovery Optional RFP Attachment 13


Reservation

Please refer to the RFP for the overall basis for determining the Vendor short-list and subsequent activities.

COMPLETING RESPONSE TEMPLATEThe Vendor shall use this document, Attachment 1.0 – Response Template (starting at Section 1.0 Cover Letter) for inserting answers Vendors must not change the numbering schema. Vendors must include the original questions. DO NOT embed any attachments as part of this response. Failure to adhere with these requirements will result in dismissal for non-response.


COMPLETING THE FUNCTIONAL MATRIXComplete and return the Functional Matrix Attachments 2.0 that are provided with the RFP package. Please complete all tabs. Do not change the format of the matrix (add/delete lines, renumber, etc.) and provide information in all fields. Please return this file electronically in Microsoft Excel (.xlsx) format. It must also be returned as part of the hardcopy package.

A B C D E F G H I J

App

licat

ion

Req

uire

men

t

Tab

Cat

egor

y

Seq

uenc

e

Requirement Description Vendor Score

Is Functionality Included in Price?

(Yes or No)

Name of System or Module That Provides This Functionality

Version

Column G - Vendor Response: The following table outlines the possible values for Column G – based on Vendor functionality. Any requirement that is not answered will be given a weight of 0. In addition, any requirement that is not included in the cost will also be given a weight of 0.

Column H – Is Functionality Included in Price (Yes or No): By stating “Yes” in Column H the functional item is included in cost. Any development and configuration is the responsibility of the Vendor. The Vendor is responsible for delivering the functionality by Go-Live.


Column I – Name of System or Module that provides this Functionality: Due to the complex nature of the systems purchased and the associated modules for sharing of data and functionality, it is imperative that the Vendor identify which module will provide the core functionality for this requirement. System or Module name must be specific.

COMPLETING THE COST MATRIXComplete and return Attachment 3.0 – Cost Matrix provided with the RFP package. Please complete all tabs. Vendor must use the provided Cost Matrix.

The easiest way to complete the Cost Matrix is to start with the Cover Tab then move to the different tabs within the 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 Vendor should validate the Summary worksheet for accuracy and understanding.

COMPLETING THE STAFFING MATRIXComplete and return Attachment 4.0 – Staffing Matrix provided with the RFP package. Please complete all tabs.

The Staffing Matrix is used to understand EPWater’s and Vendor’s staffing levels throughout the duration of the system implementation. Vendor should clearly outline skill sets, FTE counts, and other resources required for both EPWater and all Vendor resources, including sub-consultants, if appropriate. Information in the initial tab indicates the maximum staffing levels EPWater is able to provide and must be used as a reference for Vendor.


GENERAL GUIDELINESThe following items are provided as general guidelines and to assist with the planning effort required in completing the RFP response:

Vendors are highly encouraged to include screen shots of the proposed solutions. 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-ese.” Concise and complete answers may be scored higher than verbose answers.

Avoid “Yes or No” or canned answers. The general format of the RFP Response Template is essay-type answers.

The NavigateOne methodology is thorough. At any stage Vendors may be asked to demonstrate an answer on the Functional Matrix. The Functional Matrix is also subjected to traceability throughout the project.

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.

Questions concerning the project should be directed to Levi Chacon at [email protected] in written format. Please format your e-mail to include: RFP04-18 Customer Information System and Implementation Services in the subject line. The deadline for question submittal is February 14 th, 2018 at 3:00 pm.

**** End of Instructions ****


1.0 COVER LETTER

Vendor’s Cover Letter shall provide a brief overview of the proposal and overall response to the RFP.

The letter shall provide the full legal name and mailing address of the Vendor.

The Vendor shall identify their primary point of contact and the individual who has the authority to negotiate all aspects of the scope of services. The Vendor shall certify all information in the Proposal is true, accurate, and complete. Submission of a signed Proposal constitutes acceptance by Vendor of all terms and conditions set forth in this RFP.

Exceptions to the RFPVendors shall indicate in the cover letter whether they are taking exception to any provisions set forth in the RFP.

2.0 EXECUTIVE SUMMARY

The Vendor shall provide an Executive Summary that functions as a stand-alone document which should effectively and succinctly summarize the entire Proposal. This summary must list and describe each potential sub-consultant or other project partner that the Vendor plans to utilize to deliver the product(s) and/or services outlined in the Proposal.

The Executive Summary should:

Contain a brief description of the major contents of the Proposal, including an overview of the Vendor’s response to EPWater’s current and anticipated needs.

Communicate the proposed solution’s primary benefits to EPWater.

Describe the product(s) and/or services proposed.

Cover the main features and benefits in non-technical terms.


3.0 VENDOR MINIMUM REQUIREMENTS

Please confirm that you meet or exceed EPWater’s Minimum Requirements as outlined in Section 2.4 of the RFP.

3.0.1 Has a single point of contact been provided for the project and throughout the post-implementation phase?

3.0.2 Have all project related legal entanglements, that have occurred within the last two years for the Vendor and all sub-consultants, been provided as part of this proposal?

3.0.3 Does vendor have a proven track record of delivering and implementing CIS systems? A proven track record consists of at least one ongoing implementation and one additional completed implementations over the last five years for organizations of similar size and complexity (billing multiple services).

3.0.4 Have all solution costs been provided for the preferred implementation timeline as presented in Section 7 of the RFP?

3.0.5 Are all solution costs, including travel and fees fixed price?

3.0.6 Are all documents and attachments related to the RFP included as part of the submittal?

3.0.7 Does Vendor meet all applicable Texas State or federal laws at the time of submission?

3.0.8 Is the Vendor able to enter into a federal contract?

4.0 SOLUTION SUMMARY

Please describe the proposed solution(s) providing the following information:

4.0.1 Provide an overview of the required solution(s) that are being proposed, including Customer Information System (CIS), Web Self Service, MobileLite and Standard Reporting Tools.

4.0.2 Provide an overview of the optional solution(s) that are being proposed.

4.0.3 Provide 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, date of next major release, major enhancements, and the number of customers using this exact version of the product.

4.0.4 Provide CIS market share information related to the proposed primary CIS products in North America.

4.0.5 Describe the Vendor’s unique business value based on the current software solution and how it relates to future plans.

4.0.6 Explain why the Vendor believes they can provide the best service to EPWater during implementation, post go-live through post-final acceptance and support services long term.

4.0.7 Describe how the proposed solution is designed principally to benefit EPWater’s current customers. Describe the benefits and what the customer can expect from this project. How does the proposed solution increase customer satisfaction? Examples of customer benefits might include the ability to add programs, easier access to information, ability to implement new rates, customer self-service features, etc.


5.0 QUALIFICATIONS AND PROFILE

This section will highlight the Vendor’s CIS experience in work of a similar nature and magnitude to that being proposed to EPWater. Experience should be associated with projects completed not more than five (5) years prior to the date of this RFP.

If the Vendor intends to use sub-consultants, integrators, or other third parties to deliver the products or services to be performed, additional information about those entities shall also be provided in Section 5.2 below.

5.1 VENDOR PROFILEThis will be a competitive solicitation process. Qualified individuals, firms, contractors, consultants or entities (Vendors), who meet the requirements set forth in this RFP and are capable of providing the products and services requested, are encouraged to participate.

Please provide the following information:

5.1.1 A brief corporate history.

5.1.2 Information regarding mergers or acquisitions that the organization has been involved in within the last five years or that are planned. Explain the impacts to Vendor’s organization.

5.1.3 Implementation-related litigation (pending, active, or resolved) that been filed against the Vendor within the last five years. Describe the nature of each litigation event and any other pertinent information relating to the litigation event.

5.1.4 Describe the Vendor’s office locations. Indicate where the proposed staff members are located.

5.1.5 Describe the Vendor’s involvement, if any, in strategic relationships with other organizations in matters relevant to this proposal.

5.1.6 Describe the involvement of Vendor’s senior management

Through the implementation phase(s)

Post go-live

5.1.7 Describe the long-term commitment to the water utility marketplace. This should highlight Vendor’s sustainability in this market.

5.1.8 Provide the following information for all CIS projects completed in the last five years as well as all active CIS projects:

Utility Name

Description of Project

Contract Date

Go-Live Date (anticipated Go-Live Date)

# of Change Orders

o Provide details on change orders that affected contract cost or project schedule.

Initial Contract Cost


Total Cost

Primary team members

o Highlight team members that are being proposed as part of this response

5.1.9 List and describe other Utilities that have implemented and currently operate the proposed solution.

5.1.10 Describe how you would provide your most experienced team in the event you win EPWater contract and ensure resource availability throughout all phases of the project given the proposed timelines.

5.2 THIRD PARTY PROFILEFor any third-party (sub-consultants, integrators, or other software providers) please provide the following information:

5.2.1 A brief corporate history.

5.2.2 Information regarding mergers or acquisitions that the Third Party has been involved in within the last five years. Explain the impacts to Third Party’s organization.

5.2.3 Has any implementation related litigation (pending, active, or resolved) been filed against the Third Party within the last two years? If yes, describe the nature of each litigation event and any other pertinent information relating to the litigation event.

5.2.4 Describe the Third Party’s office locations. Indicate where the proposed staff members are located.

5.2.5 Describe the Third Party’s involvement, if any, in strategic relationships with other organizations in matters relevant to this proposal.

5.2.6 Describe the involvement of Third Party’s senior management

Through the implementation phase(s)

Post go-live

5.2.7 Describe the long-term commitment to the water utility marketplace. This should highlight Third Party sustainability in this market.

5.2.8 Provide the following information for all CIS projects completed in the last five years as well as all active CIS projects:

Utility Name

Description of Project

Contract Date

Go-Live Date (anticipated Go-Live Date)

# of Change Orders

o Provide details on change orders that affected contract cost or project schedule.


Initial Contract Cost

Total Cost

Primary team members

o Highlight team members that are being proposed as part of this response

5.2.9 List and describe other Utilities that have implemented and currently operate the proposed solution in the municipal marketplace.

5.2.10 Describe how you would provide your most experienced team in the event you win EPWater contract and ensure resource availability throughout all phases of the project given the proposed timelines.

5.2.11 Describe the projects where you have worked with the Primary Vendor.

5.3 VENDOR FINANCIALSFirms are to submit the following information in a separate file for review. Documents listed here will be kept confidential.

5.3.1 A detailed and audited copy of the Vendor’s Profit and Loss Statement and Balance Sheet generated in the last three accounting years. These copies are to include assets (current, other, fixed and equipment), liabilities (current and other), as well as banking references. Additionally, the financial worksheets must reflect the utility-division/CIS division, and not of the parent company or corporate-view unless applicable.

5.3.2 A breakdown of the Vendor’s revenues dedicated to the research and development of the proposed CIS solution.

5.3.3 A chart based on the past five years that reflects annual sales, annual net income and total number of employees at the end of each of those years.

5.4 PRODUCT RESEARCH AND DEVELOPMENT5.4.1 Provide the functional and technical product roadmap and development plan for

the proposed software solution(s) as Attachment I to the Proposal.

5.4.2 Provide a summary of future product plans that may be pertinent to EPWater project.

5.4.3 What is the amount/percentage of client funded research and development for the CIS application?

5.4.4 What amount/percentage of licensing and maintenance is dedicated to research and development for the CIS application?

5.5 ACCOUNT MANAGEMENTEPWater is interested in a long-term, successful contractual relationship with the selected software Vendor and where appropriate, the system integrator, sub-consultants, and third-party providers. EPWater is also interested in, and values a well-integrated System. To that end, provide information that will support the Vendor’s desire to establish such a relationship(s).


5.5.1 Describe the designated person(s) that will manage the long-term business relationship with EPWater. Include the same individuals’ information In Attachment E (Resume’s).

5.5.2 Where do the individual(s) reside within the organizational structure?

5.5.3 When, where, and how do account management personnel become involved with the project?

5.5.4 In the event of an escalation with the account management personnel, please describe the chain of escalation.

5.5.5 Do the individual(s) have a sales quota?

5.5.6 How many other customers do the individual(s) manage?

5.5.7 How often will the individual(s) travel to EPWater?

5.5.8 Are travel and on-site visits client funded? Describe the costs associated with their on-site visits.

5.6 USER CONFERENCES AND GROUPS5.6.1 Does the Vendor sponsor a user conference and/or regional user groups?

5.6.2 What are the primary types of activities at the user conference?

5.6.3 Are there costs in addition to the annual maintenance fees for attendance at the user conference? Please define all costs.

5.6.4 How many and what type of utility companies were represented at the Vendor’s last user conference?

5.6.5 Provide a copy of the program from the Vendor’s most recent user conference.

5.6.6 What conference processes or activities guarantee that EPWater will have influence and feedback into future product functionality and releases?

5.6.7 Is there an online and/or regional user group community?

5.6.8 If so, please provide the organizations that participate in the Texas regional group.

5.6.9 Please describe your user advisory board and the typical activities conducted on a monthly, quarterly, and yearly basis.

5.6.10 How many customers participate in your user advisory board and describe their role in their organization (CSR’s, leadership, executive leadership, etc.)?

6.0 BUSINESS SOLUTION

6.1 SOLUTION LOOK AND FEELPlease provide the following required screen shots / examples detailing the interaction between CIS and the related systems (please do not annotate the screen shots). Note: Screen shots must be from the proposed version.

6.1.1 CSR typical views (multiple portal views are required) including but not limited to:

Customer with collection activity


Customer usage history

Customer payment history

Customer billing history

One customer with multiple service locations including notes

One customer with multiple meters at one location

Premise based service order history

6.1.2 Account Maintenance screen

6.1.3 Service Order Initiation Screen

6.1.4 Service Order Configuration Screen

6.1.5 Cashiering screen

6.1.6 Billing screen

6.1.7 Rate Setup screen

6.1.8 Account Ledger

6.1.9 A view of the proposed Customer Self Service solution

6.1.10 A view of the proposed dashboards/KPI Views

6.1.11 Help documentation and search capabilities

6.1.12 A sampling of views from the proposed Mobile Solution

6.2 GENERAL CIS6.2.1 Describe how you have used intelligent workflows to automate and improve

customer service and billing processes for the following: start/stop service, cancel/rebill over multiple periods, payment arrangements/installment plans, billing validations, billing editing, and correction of cross meters. Please be specific and reference specific implementations.

6.2.2 Describe how your system handles multiple levels of approval automatically through intelligent work queues.

6.2.3 Describe an implementation where the proposed solution enhanced customer satisfaction.

6.2.4 Describe how the proposed solution will help EPWater reduce the cost and time needed for training new CSRs and functional staff.

6.2.5 Describe how the solution will improve access to information within the customer interaction screens and reports. Explain how your system is configured to provide pertinent role-based information.

6.2.6 Describe the system safeguards that are available to help prevent billing errors and how billing accuracy can be monitored within the proposed solution.

6.2.7 Explain how your system can recover from incorrect billing or data entry.

6.2.8 Describe how the solution will enhance EPWater customer service capabilities through the use of the web-based self-service functionality.


6.2.9 Describe how you have successfully integrated with Selectron IVR (or another comparable IVR system) and utilized the IVR functionality to increase customer service and CSR notification of a contact.

6.2.10 Describe how consumption and billing data can be analyzed and used for financial comparisons and to provide customers with meaningful information.

6.3. MOBILE WORKFORCE MANAGEMENT6.3.1 Discuss an implementation in which you integrated with a field mobile system to

achieve real time information for field workers and CSRs.

6.3.2 Describe the real-time capabilities and communications between CIS and MWM. Discuss the key features this real-time communication enables.

6.3.3 Discuss how the proposed MWM and CIS system can take advantage of AVL information. Please provide real examples where you have implemented this functionality.

6.3.4 EPWater has a need to create new service orders out in the field when a technician notices an issue (orders originate from the field vs CIS). Discuss how your integration between CIS and MWM would enable this functionality.

6.3.5 Discuss the steps necessary to resync transactional data in the event of a system outage (either CIS or MWM).

6.3.6 EPWater implements new service orders from time to time and desires the ability to configure these both in CIS and MWM without programmatic intervention. Discuss how this can be accomplished with the proposed integration.

6.3.7 Discuss how you have implemented meter geocoding utilizing the mobile solution.

6.3.8 Discuss the workforce leveling and auto-dispatch capabilities of the proposed system. Please reference specific implementations where this functionality was rolled out.

6.4 CUSTOMER COMMUNICATIONS6.3.1 Describe any capabilities for automatic letter and/or service order generation. Do

the auto-generation capabilities depend upon (and can they take advantage of) any word processing applications, e.g., Microsoft Word?

6.3.2 Can letters & service order formats and content be easily modified by system users with appropriate security? Please provide information about the product proposed.

6.3.3 Describe the options for retention, archiving, viewing, and reprinting of bills, reports and/or letters.

6.3.4 Describe any shared pre-configured formats, integration capabilities, and business relationships with third-party bill print solutions.

6.3.5 What data elements are available for inclusion in the billing data extract file? Is programming required to add new elements to the bill that are not contained on the extract file?


6.3.6 Please describe the Electronic Bill Print and Presentment (EBPP) models available.

6.3.7 Does the bill print extract file accommodate customized marketing messages to select customers? Describe.

6.4 BATCH PROCESSING/SCHEDULING6.4.1 Describe in detail the scheduling capabilities of the proposed Batch Scheduling

solution.

6.4.2 Is the batch processing capability part of the System or a separately bolted-on application?

6.4.3 Describe the restart process if a batch program failure occurs. Describe the roll-back and commit processing of a batch program. Do these vary by program?

6.4.4 Do you provide a tool for monitoring and managing batch jobs? If so, please describe. If not, how are batch failures monitored, and is there a notification process (email/text)?

6.4.5 Can El Paso Water define run criteria; dependencies; pre-, co-, and post- requisites; incompatibilities; and prioritization rules?

6.4.6 Describe the documentation that Vendor provides surrounding batch processing and job dependencies including inputs and outputs. Provide a sample.

6.4.7 Describe any special periodic jobs (monthly, quarterly, yearly, cleanup and fixes, special requests) that may be run or that must be run in scheduler.

6.4.8 Can batch processes be run with a basis date other than the current date?

6.4.9 Can users access the System during the batch processing? Describe. Explain read-only and update capabilities of user access during the batch processing. What level of DB locking is utilized?

6.4.10 Can the batch schedule be updated to add new processes? Please describe.

6.4.11 Can scheduled batch or internal processes have linked dependencies to other processes and can they be easily determined, identified, and viewed?

6.4.12 Describe the batch schedule history data and interface and the future scheduling interface.

7.0 CIS IMPLEMENTATION INFORMATION

7.1 GENERAL EXPECTATIONSThis section of the Response Template should be a narrative description that supports the Vendor’s implementation methodology and Project Plan. A Gantt chart representative of the implementation plan schedule must be provided as an attachment (Attachment L– Implementation Schedule – Project Plan).

A EPWater-specific Project Plan shall be provided in an electronic version using Microsoft Project. This Project Plan should reflect the implementation methodology described in Vendor’s Proposal to this RFP. The Project Plan should outline the activities, project schedule, Vendor resources, EPWater resource requirements, interdependencies, and critical milestones for the project. The submitted Project Plan


must contain a detailed System Acceptance Phase Test Plan, including the phase entry and exit criteria that will lead to system final acceptance. Vendor shall provide the following in their Project Plan:

Services for up to a twenty-four (24) month Implementation timeframe

Four (4) months Post Go-Live On-site Services

A 2-month Final Acceptance Testing Period included in the Post Go-Live timeframe

Final Acceptance

Ten (10) years on-going support term

7.2 PROJECT MANAGEMENTThe Vendor, as prime contractor, will be responsible for providing professional project management of the entire project, which includes managing the cost, schedule, quality, and scope. The Vendor’s Project Manager (PM) will be 100% assigned to EPWater. A PMP Project Manager is Required. Based on this requirement, provide the following information:

7.2.1 Please describe the overall project management methodology. Describe how the project management function will be executed and what to expect from the PM.

7.2.2 Describe what makes your PMO unique, different, and competitive.

7.2.3 Describe how the Project Manager will manage the scope to ensure the Project remains on time and on budget.

7.2.4 Describe the estimated amount of time the Project Manager and other staff resources will be on-site in EPWater in support of the project.

7.2.5 Describe how the Vendor will communicate the project status to the Project Team and the various levels of EPWater management.

7.2.6 If the project begins falling behind schedule, how would the Vendor regain lost time and complete the project on time?

7.2.7 Describe the process for tracking deficiencies and managing the correction of those deficiencies.

7.2.8 If EPWater decides to contract with a consulting firm for full-time client side project management services. Explain how you have successfully worked with such a structure.

7.2.9 Describe the process for conflict resolutions, both internally and externally.

7.2.10 Describe how the Vendor identifies business requirements and manages the change of business requirements.

7.3 RISK MANAGEMENT7.3.1 Explain how the Vendor tracks potential project risks.

7.3.2 Explain how the Vendor identifies, communicates and determines, with the client, an acceptable level of risk.

7.3.3 Describe risk-sharing strategies employed by the Vendor.


7.3.4 Describe project problems encountered in other CIS implementation projects and how the Vendor managed these issues.

7.3.5 Describe the detailed risk management plan, tracking and mitigation process to be included as part of this implementation.

7.3.6 How does the Vendor assist the utility in preparing for and implementing organizational change based on the new software?

7.4 PROJECT TOOLS7.4.1 Describe which tools the Project Manager/Team utilizes to assist with the

management of the project.

7.4.2 Are these tools provided as part of the implementation project?

7.4.3 Are the tools provided online? If so, please provide screen shots of some of the primary screens.

7.4.4 Can EPWater retain the project information and the tools after the project has been completed? If yes, describe how the data will be accessed. Does Vendor license these tools as part of its normal licensing procedure?

7.4.5 Are there any additional costs, fees, and/or subscriptions to utilize these tools?

7.4.6 Please describe the maintenance effort required to support the toolset and identify who will perform the required support and maintenance.

7.5 PROJECT APPROACHES 7.5.1 Describe the implementation strategy that has been proposed and why.

7.5.2 Explain the training methodology that will be utilized and the advantages.

7.5.3 Explain the methodology that will be deployed to train employees with non-standard office hours (e.g., Dispatcher, etc.)

7.5.4 Provide a description of the process that will be utilized by the implementation team in developing custom ad-hoc reports. Provide a summary of typical hours required to develop the reports while cross training EPWater team.

7.5.5 Describe your quality control methodology used throughout the project.

7.6 STAFFING PLANS7.6.1 Provide the staffing requirements for the implementation you have proposed.

Based on the proposed plan, identify the staffing requirements for EPWater, the Vendor, and any sub-consultants by using RFP Attachment 4 – CIS Staffing Matrix. These attachments shall be submitted as Attachment C of the Proposal.

7.6.2 Describe where EPWater resources do not meet (if any) the necessary staffing levels to facilitate a complete two-way knowledge transfer.

7.6.3 Describe how EPWater resources would be used during the implementation.

7.6.4 Describe what EPWater resources will be needed to support the system long-term following implementation. Describe your best practices.


7.6.5 What options would be considered to reduce the cost of travel? What types of accommodations besides hotels would you consider to reduce the lodging costs for your teams while on-site?

7.7 CORE IMPLEMENTATION SERVICES & METHODOLOGYThe following sections of the proposal should address the Vendor’s implementation methodology as per the project plan provided in Attachment L. Please return an electronic copy of this information along with the hardcopy. As described in Section 7 of the RFP, we have identified the following typical phases; please modify these topics to correspond with the Vendor’s specific methodology.

Within each of the specific sections, identify the Vendor’s approach to implement the solution. Describe the methodology for the major activities of the implementation. For each phase, discuss the following and any other information necessary to communicate the process:

Phase description

Phase dependencies

Duration

Responsible lead

Tools utilized to support this phase

Quality Control process

Vendor staffing for this phase

EPWater staffing for this phase

Deliverables from Vendor to EPWater

Deliverables from EPWater to Vendor


7.7.1 PROJECT INITIATION

7.7.2 SOFTWARE AND HARDWARE INSTALLATION

7.7.3 REQUIREMENTS ANALYSIS / GAP ANALYSIS

7.7.4 SOFTWARE CONFIGURATION

7.7.5 TECHNICAL TRAINING

7.7.6 FUNCTIONAL TRAINING

7.7.7 DATA CONVERSION

7.7.8 CUSTOMIZATION AND INTERFACE DEVELOPMENT

7.7.9 SOFTWARE TESTING

7.7.10 CONFIGURATION FINE TUNING & PREPARATION FOR GO-LIVE

7.7.11 SOLUTION GO-LIVE

7.7.12 POST IMPLEMENTATION SUPPORT

7.8 IMPLEMENTATION OF OTHER SERVICES & METHODOLOGY7.8.1 Conduct Data Clean-up for Data Conversion

Provide a description of how the Vendor will assist the process of cleaning EPWater legacy CIS data. EPWater is looking for significant assistance in this area. Please identify these costs in the Cost Matrix and return as Attachment B.

Please note, the implementation will be expected to modernize the account and premise setup currently in place at EPWater. Currently non-metered services are setup with “dummy” meters and this will need to be corrected. In addition, EPWater has multiple accounts with the same premise address and customer and these are expected to be consolidated with the new system.

7.8.2 Custom DocumentationThe Vendor will be responsible for the complete delivery of all documentation related to any custom modifications or interfaces developed for EPWater. Describe the process and costs for the development of custom documentation that describes the base system technology as configured for EPWater. Please identify these costs in the Cost Matrix and return as Attachment B.

7.8.3 History ConversionProvide a thorough description of the different options for Data Conversion that includes processes, responsibilities and time that would be involved to convert EPWater’s Data.


7.9 REQUIRED TRAINING COURSES 7.9.1 In Attachment K, please outline the courses that EPWater technical staff will be

required to take in order to provide the necessary support needed to maintain the system(s) and hardware through implementation, final acceptance, and the maintenance and support periods.

7.9.2 In Attachment K, please outline the courses that EPWater non-technical staff will be required to take in order to provide the necessary support needed to maintain or operate the system(s). Explain the functional responsibilities covered in each course and the expected audience member’s roles and positions at EPWater.

7.9.3 In Attachment K, provide a list of optional courses. Provide course availability, locations, and costs.

7.9.4 The Vendor will be required to train a core group (up to 20) technical and non-technical EPWater staff. In turn, EPWater will provide training to primary, secondary, and casual system users (“Train-the-Trainer” approach). Discuss the timing of the courses. For example, what courses should be conducted before or during the implementation?

8.0 SUPPORT AND MAINTENANCE

8.1 SYSTEM CORRECTIONS 8.1.1 What is the typical step-by-step procedure to implement an upgrade or patch for

a particular module?

8.1.2 How do you notify customers of patches, critical fixes, enhancements, needed security patches, etc?

8.1.3 Describe how you manage the installation of patches, critical fixes, enhancements etc.

8.1.4 Do you provide an itemized list of what is updated in each patch, along with descriptions and change log? Please provide examples of patch documentation.

8.1.5 How can both you and your customer tell if a patch has been applied?

8.1.6 Describe your response times and philosophy in validating and certifying new releases, patches, or updates to the System on any operating systems on which the System depends. Specify the response times and provide examples from recent operating system updates.

8.1.7 Describe the maintenance process for reporting deficiencies, from the time of reporting a defect through the correction being delivered and applied to EPWater’s system. Are there any costs other than annual maintenance fees? If so, please add these to the Attachment B, Cost Matrix.

8.1.8 Describe the classification process for deficiencies and how the Vendor prioritizes these corrections. Provide the typical timeframes for deficiencies being corrected and delivered back to the customer.

8.1.9 Describe any contractual commitments the Vendor is willing to provide related to software corrections. What will EPWater’s role be in determining the priority and timeframe for the correction to be implemented?


8.2 APPLICATION ENHANCEMENTS8.2.1 Describe the process of requesting enhancements from the Vendor.

8.2.2 Describe the most common enhancement requests.

8.2.3 How many client enhancements have been added to the most recent release?

8.2.4 How are new enhancements selected for new versions? Is there client involvement? If so, describe.

8.2.5 Describe the process for adding client modifications to the baseline System. Will the modifications and interfaces the Vendor has proposed to EPWater be available in the next version of the product?

8.2.6 How often are base product updates released to the Vendor’s customers?

8.2.7 Will EPWater have the ability to opt-out or disable new enhancements to the System that might impact functionality or processes?

8.3 PRODUCT SUPPORT (FOR ALL PROPOSED SOLUTIONS)8.3.1 EPWater prefers any data centers and/or customer support centers used by

Vendors be located in North America. Describe the support facilities available to users of this application given EPWater’s geographic location, including the number of staff and hours of operation. Include United States-based facilities locations and time zones. If support is in a different time zone, describe how it will accommodate EPWater’ support needs.

8.3.2 Discuss whether or not the support facilities (a live Help Desk – not a recorded device or pager) will be available during EPWater’s core business hours (7:00 AM – 9:00 PM Mountain Time, Monday through Friday).

8.3.3 Describe the level of support for after hours or emergency issues.

8.3.4 What on-line forums or searchable knowledge bases are available for this application?

8.3.5 Describe the process for EPWater to request service.

8.3.6 Would EPWater have a named person responsible for its software issues or would EPWater utilize a call center? Explain the process.

8.3.7 Describe the dedicated group that will be responsible for supporting EPWater.

8.3.8 Describe the process for receiving support and how that process will be managed for all proposed components for your solution.

8.3.9 In the event that different applications are proposed, describe how EPWater will obtain support and any additional licensing.

8.3.10 How long are major versions supported and how often are new versions typically released? How many versions are supported (i.e. current minus one)? What is the Vendor’s expectation on version currency to maintain functionality and support?

8.3.11 Describe what is included and not included in technical software support? Are “How To” questions included?


8.3.12 Are there different levels of technical support? Describe the different levels of technical support and what the costs of each level.

8.3.13 How you provide technical support? Do you need remote log in capabilities?

8.3.14 Does Vendor require a live internet connection into the system for the proposed support model to work? If so, how is the data protected?

8.3.15 Does Vendor offer discounts if multiple years of service are paid upfront vs. on an annual basis. Please discuss.

8.4 SYSTEM DOCUMENTATION8.4.1 List and describe the base software documentation provided. Provide any

recommended supplemental documentation or publications that would assist EPWater’s operations team to support all component software.

8.4.2 Please describe “User” documentation that will be provided (User Guides/Quick Start Guides, etc.)

8.4.3 Do you have best practice documentation?

8.4.4 Please describe any documentation that is provided to EPWater’s operational team that would support troubleshooting of the day-to-day problems. Is a knowledge base (knowledge from both internal and user community) accessible and kept updated?

8.4.5 List and describe any documentation or on-line products that are provided as self-help or knowledge-base type applications. Describe search capabilities and show an example.

9.0 UPGRADE INFORMATION

9.1 PROCESS9.1.1 Describe the process of upgrading the solution after the initial software

Implementation. Describe the resource requirements for the upgrade, assuming EPWater will require support.

9.1.2 Describe the typical timeliness of version releases and the plans for the next versions of your software.

9.1.3 Describe training and costs related to new releases. Please add costs to Attachment B – Cost Matrix assuming that EPWater remains current on our releases.

9.1.4 How do major and minor product releases fit into the upgrade Support plan?

9.1.5 Describe the scope and relevance of the proposed upgrades that have been identified within the Cost Matrix during the 10-year contract period.

9.1.6 What auditing and crosschecking tools exist to ensure data integrity following upgrades and/or patching? Can upgrades/patches be performed by the Utility, independent of the vendor?


9.1.7 Describe the product upgrade methodology and the typical cost components if performed by you.

9.1.8 How many and what percentage of your customers manage their upgrades without Vendor or third-party technical support? Are there third-party vendors that perform certified upgrades for your System?

9.1.9 When a new version is released, how does your firm ensure that any deficiencies corrected in prior versions are carried forward?

9.1.10 Describe the standard timeframes to conduct a product upgrade. Also, provide a brief summary of the last three version upgrades (if available).

9.1.11 Describe how the timeframe could be impacted based on the complete solution proposed (example: CIS, Customer Self Service, Mobile Workforce Management), please explain how you propose sequencing the Go-Live of applications.

9.1.12 Will complete data conversion tools be provided for base product upgrades? Will Data Conversions be required normally for base product upgrades?

9.2 ESTIMATED UPGRADE COSTS BASED ON THIS RFPBased on the information in this RFP, the Vendor must provide a Cost Proposal that identifies software, System, Implementation Project management, Configurations, product modifications and interfaces, Implementation, Support etc.

Using that information, provide a cost estimate (on year 5) for an upgrade of your solution after the initial Implementation.

Space has been provided within RFP Attachment 3 – CIS Cost Matrix and RFP \ Cost Matrix of the RFP package. Be sure to identify all applications and potential upgrade costs based on the functionality required by the District.

10.0 TECHNOLOGY INFORMATION

10.1 TECHNOLOGY PREFERENCESEPWater has identified the following highly preferred technology components and Vendor’s that can support these will be given highest preference.

10.1.1 Oracle is the preferred Database. Does the proposed system support Oracle Databases? If so, specify the supported versions.

10.1.2 Does the system support MS SQL Server? While not preferred the Utility will consider. Please specify the supported versions.

10.1.3 MS Windows Server or Unix/Linux is preferred. Is the proposed system supported on current MS Windows Server or Unix/Linux?

10.1.4 If the proposed system utilizes a Browser User Interface please discuss the supported browsers and versions and if there is a preferred browser? It is preferred that a wide range of browsers are supported.

a) MS Internet Explorer

b) Mozilla Firefox


c) Google Chrome

d) Safari

10.1.5 EPWater prefers solutions that do not require Java plug-ins. Does the software solution require Java plug-ins?

10.1.6 Describe what skill set(s) would be needed to support, change or build integrations for this application. EPWater prefers to support all integrations. Please identify whether Vendor support is required for ongoing support and maintenance for the integration points.

10.1.7 EPWater does not have a preferred reporting solution. Please specify the supported reporting solutions.

10.1.8 Provide the number of installations currently in production shown by the combination of operating systems, databases, browsers you support using matrix below. (This refers to implementations at other customer sites)

Quantity DatabaseOperating System

Server(Virtual or Physical)

Number installations in production

MS SQL

Server

Windows Virtual (VMWare)

MS SQL

Server

Windows Physical

Oracle Linux Virtual (VMWare)

Oracle Linux Physical

Number installations in implementation phase

MS SQL

Server

Windows Virtual (VMWare)

MS SQL

Server

Windows Physical

Oracle Linux Virtual (VMWare)


Oracle Linux Physical

10.2 TECHNOLOGY STACK10.2.0.1 Please describe the technology architecture required to support the proposed

solution. Provide a diagram if possible.

10.2.0.2 What are your Disaster Recovery options available to EPWater?

10.2.0.3 Provide hardware specifications that outline both the minimum and recommended hardware components to support the server portion of the solution. These Specifications should list the hardware required for Development, Testing, Training, Production and Disaster Recovery server environments recommended by the Vendor to support the application for EPWater. The production configuration shall be such to successfully meet or exceed the service levels based on user, size, and usage loads described in EPWater’s RFP.

10.2.0.4 Is licensing for any software required in order to support the System based on processor count? How does the software Vendor treat multi-core processors? Please account for all hardware specified in 10.2.0.3 above.

10.2.0.5 Many Vendors appear to utilize different technology components to support their applications. How do you manage the utilization of new versions or software updates of third party technology components? Are the license agreements with third party providers separate (not included in cost) or will licensing be bundled with the System (included in cost)?

10.2.0.6 What network protocols, TCP/UDP ports, and services does the application require and support?

10.2.0.7 What periodic operations are required to "tune" the System and make sure it doesn't run out of hardware resources or table space?

10.2.0.8 Can the administrator force a user to exit the System and does that process reclaim server, application, and database resources? Will the session be terminated gracefully, or is there potential for data corruption?

10.2.1 SERVERS 10.2.1.1 Can the non-production server environments be installed and run on a

single server?

10.2.1.2 If installed in a multi-server configuration, generally how many servers are required per environment?

10.2.1.3 Which of the required servers can be run in a virtualized environment? Does the recommendation differ between production and non-production environments? If so, indicate differences and provide an explanation.

10.2.1.4 If virtualization is not recommended, what is the time table when virtualization will be provided by your organization?


10.2.1.5 Are there any special considerations for licensing in a virtualized environment?

10.2.1.6 Please describe other processing that will reside on the database server based on your application design.

10.2.1.7 How are time changes for Daylight Savings Time managed? Does the system self-correct, or does it require intervention from technical staff?

10.2.1.8 Does Vendor recommend that the proposed solution undergo a server restart at any particular interval?

10.2.1.9 Describe what application servers, including vendor and version, are utilized by the CIS and related solutions being provided.

10.2.1.10 Do all application server processes run as a service without requiring the server console to be logged in?

10.2.1.11 How are passwords managed for the application server processes, such as periodicity of password changes and password complexity?

10.2.1.12 What clustering, redundancy, or other High-Availability (HA) capabilities are provided by or supported by this product? For each proposed platform, provide details about clustering options and supported models (e.g., active or passive), capabilities, and limitations of the application.

10.2.1.13 What logical partitioning capabilities does this product support?

10.2.2 DATABASE PLATFORMS

10.2.2.1 How are clients connected to the database (ODBC, JDBC, Direct Connect, etc.)?

10.2.2.2 Does the proposed application utilize integrated security or require a database logon?

10.2.2.3 Does the client or any other processing use views for accessing data?

10.2.2.4 Does the proposed solution utilize database stored procedures anywhere? If so, what parts of the proposed application rely on stored procedures within the database?

10.2.2.5 Are database or application roles used by the proposed solution? If pre-defined database roles are used, which ones?

10.2.2.6 What permissions, if any, are granted to the public role?

10.2.2.7 Are there any requirements/restrictions for sharing or not sharing a Database Server installation between the CIS and other application databases in EPWater?

10.2.2.8 Is EPWater allowed to add custom tables to the application’s schema?

10.2.2.9 Is EPWater allowed to change default passwords on all delivered User Id’s? If not, provide an explanation as to why this is the case and identify if the default User Id’s can be disabled.


10.2.2.10 Does Vendor provide a built-in method for cloning production database to a test database?

10.2.2.11 Can a subset of customers from the production System (all needed data for the subset) be extracted in an automated fashion (other than custom script development) to import to another environment for testing purposes? Are support tables also extracted/imported?

10.2.2.12 Are there audit trail tools for capturing activity at the database level?

10.2.2.13 What tools or methods are provided for database performance tuning and optimization?

10.2.2.14 What access will EPWater have to write directly to the database and create custom API’s?

10.2.3 EAI / SOA EPWater is interested in understanding the CIS Vendors’ current approaches or future plans related to Enterprise Application Integration (EAI) and / or Service Oriented Application (SOA).

10.2.3.1 If you use these technologies, please describe your general approach.

10.2.3.2 Specifically, do your integration options utilize XML, JSON or other?

10.2.3.3 Will this technology be utilized as part of the proposed implementation project?

10.2.3.4 Describe which EPWater specified interfaces might utilize your EAI/SOA approach (if the Vendor supports this technology approach).

10.2.3.5 Describe and document the web services used in real-time interfaces.

10.2.3.6 Describe your use of Web services within your application.

10.2.3.7 Please provide a list of Web services available and their descriptions

10.3 END USER IMPLICATIONS

10.3.1 CLIENT WORKSTATIONS 10.3.1.1 Does the client desktop or any other processing use stored procedures

for accessing application data?

10.3.1.2 Describe any objects other than pure HTML that are downloaded to a client machine accessing this application through a browser interface.

10.3.1.3 Which operating systems are supported for the client? (OSX, Android, iOS, Windows 10, etc.) How many customer installations does the Vendor have using each supported operating system?

10.3.1.4 Describe all file installations and machine configuration steps required for client machines.

10.3.1.5 What automation tools are provided for client configuration and management?


10.3.1.6 Does the system depend on an active internet connection in order to run? Can the Billing System be run in an off-line environment and then be synched upon re-connection? If so describe. Would your solution support this for both mobile and in the office?

10.3.1.7 Is the client software a thin or fat client? Describe.

10.3.2 USER INTERFACE 10.3.2.1 Describe the client interfaces (e.g., native GUI, browser) available for

this application on all device types.

10.3.2.2 Provide a description of advantages for each type of client interface.

10.3.2.3 Can the user have multiple screens; sessions open at once, without performance degradation? Is there a maximum number of sessions that can open at one time per user?

10.3.2.4 What mobile devices does the Vendor support?

10.3.2.5 Describe your app(s) for mobile devices.

10.3.2.6 Describe your product roadmap for mobile services and new technologies.

10.3.2.7 Describe specific settings required pertaining to cookies, pop-ups, etc.

10.3.2.8 Is the user interface “look and feel” consistent throughout all screens, forms, windows, etc.?

10.3.2.9 If a browser user interface is available, describe the underlying technology utilized and versions supported (AJAX, Java, HTML, XML, etc.).

10.3.2.10 How quickly does the Vendor support newer versions of browsers? Is there any delay in deploying newer versions or patches on browsers due to system configuration dependencies?

10.3.2.11 How quickly do you support newer versions of operating systems?

10.3.2.12 Describe Vendor response times and philosophy in validating and certifying new releases, patches, updates to the System after any browsers on which the System depends. Specify the response times and provide examples from last browser update.

10.3.2.13 Is there a proper way for users to exit or log off the System? If a user exits improperly, how does the System handle suspended activity?

10.3.2.14 Can the System self-heal so that application, server, and database resources are reclaimed for optimal System performance?

10.3.3 END USER PORTAL TECHNOLOGY – BROWSER BASED

10.3.3.1 Please provide the following “screen shots” / “examples” detailing the interaction between CIS and the related systems (please do not annotate the screen shots), including but not limited to:

Note: Screen shots must be current and not over a year old.


Security set-up & configuration views

Systems Performance dashboards

System Monitoring views

System Logs

Technical Control Panels

System Settings

Tab Order and Screen Configuration

Native Querying Tools

Batch Scheduler

Batch Scheduler History and Future Scheduled Jobs

10.3.3.2 If applicable, please describe any portal technology included and/or supported as part of the proposed solution.

10.3.3.3 Describe how the proposed solution portal solution imports data from third party applications and how it displays that data in a consistent manner.

10.3.3.4 Describe how proposed solution’s CIS on-line forms can be tied to other applications and how customer data is displayed from other applications based on a common key.

10.3.3.5 Describe how the proposed solution’s portal views can be customized by user roles.

10.3.3.6 Explain if the proposed solution’s portal can be utilized with other applications that are being proposed and with EPWater’s existing applications. Describe any technical or license fee limitations to this approach. (e.g. A customer bill presentment)

10.3.3.7 How does the proposed solution keep all the portlets and views of data in synch?

10.4 SECURITY10.4.1 Explain how granular permissions can be granted within the application

(individual view, table, fields/columns within table, Row level etc.).

10.4.2 Is there menu driven security setup functionality that limits users access by menu?

10.4.3 Are the permission settings configurable and persistent across System upgrades?

10.4.4 Can application security be integrated with Active Directory User Id’s and security groups?

10.4.5 Indicate which encryption schemes are used for remote user authentication and communication.


10.4.6 Can new security or access profiles be created by copying existing profiles? Are templates provided for generic roles?

10.4.7 Can permissions be granted to a group or role as well as to an individual?

10.4.8 What tools are used and/or provided to help administer application security?

10.4.9 What staff skill level is needed to administer application security? For example, could a billing manager manage their own security by granting staff the appropriate rights based on privileges they themselves have been granted.

10.4.10 Describe any available security auditing tools or functions. Does the application integrate with operating system or database access auditing capabilities?

10.4.11 Are graduated levels of audit tracing and history available?

10.4.12 If it is available, can security or application audit tracing be turned on and off without having to restart the application or database?

10.4.13 Are security and/or improper access attempts logged and can notification alerts be sent? If so, how does this affect performance?

10.4.14 Describe how all passwords and Personally Identifiable Information including Social Security numbers are encrypted at rest and in transit.

10.4.15 What measures do you use to secure un-encrypted data in your application?

10.4.16 How configurable is the selection of fields to be encrypted in the application and or database?

10.4.17 Does the application provide the ability to make temporary password for password resets?

10.4.18 Are self-service password resets possible with your application?

10.4.19 How do you control user rights through external avenues such as SQL and ODBC to prevent users from writing to tables?

10.5 OPERATIONS

10.5.1 GENERAL

10.5.1.1 Document the number of technical Full Time Equivalents (FTE) or portions of FTE required by EPWater to support the CIS and all related systems post-Implementation based on your experience with customers of similar size and/or complexity. This is the staffing estimate you believe will be required to specifically support the applications in a production environment. (Use the matrix below). Please add any additional roles if missing.

Program / Analyst

Functional Business Analyst DBA SQL Linux

Batch Operator

System Admins

FTE


PTE

10.5.1.2 Can administrative messages be sent to all users of the System from within the CIS?

10.5.1.3 Is it possible to identify if users are currently logged in and what component of the CIS they are using?

10.5.1.4 What operational tasks need to be run through batch processing?

10.5.1.5 Describe application settings and configuration capabilities, how they’re documented and how they can be consistently migrated between environments.

10.5.1.6 How do you recommend monitoring the health of the System? Describe what tools are present or can be created to monitor the overall health of the software and systems. This includes real-time proactive performance monitoring and monitoring of background and batch processes.

10.5.1.7 Beyond the typical command line interface, describe GUI based system tools that the System provides for active system monitoring.

10.5.1.8 What types of performance logs are provided for the system to determine issues?

10.5.1.9 Does the application have a dashboard that provides information on the operational status of all its components and access to logs?

10.5.1.10 What workflow capabilities does the System have. How do you recommend that workflow is managed and modified? How do you recommend workflows be setup and managed and by what skill level?

10.5.1.11 Is there a timeout parameter for releasing resources on inactive sessions? If yes, are these configurable?

10.5.2 BATCH PROCESSING/SCHEDULING

10.5.2.1 Describe in detail the scheduling capabilities of the proposed system.

10.5.2.2 Can report production and other System functions be controlled by operating system scheduling tools?

10.5.2.3 Is the batch processing capability part of the System or a separately bolted-on application?

10.5.2.4 If the batch processing capability is part of the System, can it be used to manage and schedule processes outside the core system? Provide a brief description of this capability.

10.5.2.5 Describe the required and optional elements of routine daily batch processing.

10.5.2.6 Describe the restart process if a batch program failure occurs. Describe the roll-back and commit processing of a batch program.


10.5.2.7 Do you provide a tool for monitoring and managing batch jobs? If so, please describe. If not, how are batch failures monitored, and is there a notification process (email/text)?

10.5.2.8 Can the customer define run criteria; dependencies; pre-, co-, and post- requisites; incompatibilities; and prioritization rules?

10.5.2.9 Describe the documentation that Vendor provides surrounding batch processing and job dependencies including inputs and outputs. Provide a sample.

10.5.2.10 Describe any special periodic jobs (monthly, quarterly, yearly, cleanup and fixes, special requests) that may be run or that must be run.

10.5.2.11 Can batch processes be run with a basis date other than the current date?

10.5.2.12 Can users access the System during the batch processing? Describe. Explain read-only and update capabilities of user access during the batch processing. What level of DB locking is utilized?

10.5.2.13 Can the batch schedule be updated to add new processes? Please describe.

10.5.2.14 Can scheduled batch or internal processes have linked dependencies to other processes and can they be easily determined, identified, and viewed?

10.5.2.15 Describe the batch schedule history data and interface and the future scheduling interface.

10.5.3 ELECTRONIC ARCHIVING

10.5.3.1 Are other applications or hardware required that are not part of your Proposal to create, access and display electronically archived data? If yes, please describe the necessary software and hardware. Additional costs should be added to Attachment B – Cost Matrix.

10.5.3.2 Does the solution provide electronic archive of bills, notices, service orders, or other documents? Can EPWater’s staff produce a print ready file at the time the image is accessed?

10.5.3.3 Does the solution provide the capability to display archived historical financial history (e.g., Bill, Payment, Adjustment, Aging Balances etc.)?

10.5.3.4 Can images be retrieved from the electronic archive or other electronic means using a standard browser? Will the image reside on site or off site?

10.5.3.5 How does the System determine what and when to archive? Is the concept of “inactive” accounts used?

10.5.3.6 Does your system support reporting from live data and archived data seamlessly between the two without the need to import archived data into the live dataset?


10.5.3.7 Explain how archiving and purging affects operations and/or performance.

10.5.3.8 Does your application have reporting capability to support users’ research of what customer data is available on an archived set of data?

10.5.4 BUSINESS CONTINUITY

10.5.4.1 EPWater desires a failover solution. Explain how your application/system can support this type of failover. Include costing of a Disaster Recovery solution in Addendum C – Cost Matrix.

10.5.4.2 Describe the tests performed for System reliability and disaster recovery prior to Go-Live. Do you support “pull the plug” failover testing? Describe your failover testing process.

10.5.4.3 Can open files be backed up?

10.5.4.4 Explain what backup and recovery tools are provided by or recommended for the System. Are system administration tools provided or will support personnel use native operating system tools?

10.5.4.5 Explain how the application data caching interacts with backup mechanisms.

10.5.4.6 What capabilities exist for maintaining parallel or mirrored processing systems at remote locations? What Disaster Recovery processes are included with your application/database?

10.5.4.7 If you provide a backup solution, what is the estimated time for full recovery from backup media onto new equipment? Do you provide bare metal capabilities; that is, if the hard drive is blank?

10.6 DEVELOPMENT, SUPPORT, MAINTENANCE, AND UPGRADES (IT PERSPECTIVE)

10.6.1 SOFTWARE DEVELOPMENT 10.6.1.1 List all languages used to create the CIS and other proposed solutions

and approximate percentage of the system that is written in each language.

10.6.1.2 If more than one language is used, provide a description of the languages and what they are utilized for. (e.g., all batch programs use Perl, except for four C++ applications that perform X functions.)

10.6.1.3 Describe how you prevent the development of multiple objects that perform the same function.

10.6.1.4 How do you verify and assure that all required software utilized within the solution is on compatible versions?

10.6.1.5 Describe the tools and methods used to migrate code from development to production, including the code rollback process, and how code versioning is managed. Describe any associated licensing


requirements related to these tools and any costs that should be added to Attachment B – Cost Matrix.

10.6.1.6 Describe which standards process (e.g., Microsoft Security Development Lifecycle, NIST, OWASP, or similar) has been adhered to by your software development team to reduce security risks.

10.6.1.7 Does Vendor’s license provide the source code to the utility? If so, is it included in costs?

10.6.1.8 Do you put source code in Escrow for your customers? If so, what is the additional cost to subscribe? Please include cost in Attachment B – Cost Matrix.

10.6.1.9 How does the Vendor support code modified by EPWater?

10.6.1.10 Describe how custom programming changes are documented. Is there any automation for this process? How are code reviews performed with the EPWater IT Team?

10.6.1.11 What validation does the Vendor provide of underlying component patches, e.g. operating system, databases, network, browsers, etc.?

10.6.1.12 What documentation is provided that outlines the specifics of what is included in each patch, each release, and each upgrade? Does this documentation also outline implications to “users” of the system? Please provide a sample.

10.6.2 VERSION CONTROL 10.6.2.1 Briefly describe planned new releases that are scheduled for the

proposed product. Provide release name or number, planned release date, technology impacts, and major functional improvements that are planned.

10.6.2.2 Describe any source code version control and testing tools provided with the System.

10.6.2.3 How many versions have been released in the past two years?

10.6.2.4 How many defect patches have been released in the past two years?

10.6.2.5 From EPWater’s operational perspective, describe the process of sending product fixes to EPWater workstations.

10.6.2.6 How does a customer manage the implementation of new versions in multiple environments (production, test, development, and training)?

10.6.3 DEVELOPMENT PLATFORM

10.6.3.1 Describe the development tools required/recommended to support the proposed solution (please note if the development tools will run on 64-bit and/or 32-bit systems).

10.6.3.2 Describe the programming languages and compilers required to support the application. Give the compiler vendors and licensing requirements and cost. Please make sure this is included in Attachment B – Cost Matrix.


10.6.3.3 Describe tools that can be used to research programming problems and analyze software performance using a Software Development Kit (SDK).

10.6.3.4 Describe any tools that can be utilized to analyze, debug, correct, or review code/data.

10.6.3.5 What tools are provided for change management (i.e. patch management, version control, approvals, and code rollback)? Are these tools available for use with custom-developed modifications?

10.6.3.6 Describe how to create test data. Are there capabilities to extract a subset of data from production and move it to a test system for testing?

10.6.3.7 How are in-house configurations merged with upgrades and System maintenance?

10.6.3.8 What tools are provided to create in-house algorithms in place of customizing source code?

10.6.4 PROGRAMMING INTERFACE CAPABILITIES 10.6.4.1 Describe the application programming interfaces (API’s) available for

this product. Please list the applications that your Billing System interfaces to through these APIs and the technology used by the APIs.

10.6.4.2 What scripting capabilities and technologies does this application offer/support?

10.6.4.3 What capability does the application offer for event notification to processes outside the application? Describe the technology used for your application’s event messaging and on which events is the event messaging available.

10.6.4.4 What message queuing capability does the System have?

10.6.4.5 Does the System have the capability to send event notifications and does it have the capability to react when it receives a notification?

10.6.4.6 Describe the application’s current usage of XML.

10.6.5 IT TRAINING 10.6.5.1 List and describe all related training and skill sets that would be required

and recommended for EPWater’s software development team to support all component software. Include programming languages, and toolsets.

10.6.5.2 What specific technical training do you provide to technical staff prior to deployment of your solution? Please provide syllabus of training.

10.6.5.3 List and describe all user, System, operation, and administration related training and skill sets that would be required and recommended for EPWater’s operation team to support all component software.

10.6.5.4 Do you offer ongoing formalized technical training as part of the maintenance agreement? If not, what types of technical training do you offer and what are the typical costs.


10.6.5.5 Do you have an IT training department with professional trainers on staff? Please include the trainer’s resume’s in Attachment E.

10.6.5.6 Describe the scope and format of System Administration training provided to EPWater staff, beyond the basic system installation training. What System’s Administration documentation will be provided with the training for technical staff? At what level will local application System’s Administrators be involved in the implementation?

10.6.5.7 Describe the tools and level of knowledge transfer provided to EPWater staff related to monitoring health trends and/or early notification of actual and potential system errors and issues.

10.6.6 CUSTOM CODE SUPPORT

10.6.6.1 Describe your support for custom code developed for EPWater.

10.6.6.2 Describe how application extensions are architecturally created in order to put in custom enhancements. This would include user-interface enhancements, billing logic or workflow.

10.6.6.3 What is the process of supporting and testing custom code for patches, fixes, enhancements or new releases?

10.6.6.4 Describe the process for documenting and communicating custom code revisions with EPWater.

10.6.6.5 How do you manage updating base and custom code in escrow?

10.7 MISCELLANEOUS 10.7.0.1 What testing tools will be utilized to provide simulated testing of users to

show application performance and response times? Describe the proposed methodology. If possible, provide recent stress results.

10.7.0.2 What is your method to “clean up” conversion data and how many times have you used this method?

10.7.0.3 Please describe the technologies the Vendor will provide to enable EPWater to enhance its business processes.

10.7.0.4 Does the solution provide a method to confirm that interfaces are up and running and are working optimally?

10.7.0.5 What HTML standard(s) are required and supported? What version of HTML do you support?

10.7.1 ENVIRONMENTS 10.7.1.1 How are non-production Systems licensed? Is additional software

licensing required for the Disaster Recovery environment?

10.7.1.2 Describe the Development environment (primary) used by the Vendor and the Utility to manage, modify, and test the CIS application.


10.7.1.3 What other platform combinations do you port the application to and support? How many environments are suggested during Implementation? How many once the application is live in Production for on-going support?

10.7.1.4 Describe the test environments required during Implementation for testing/promotions and disaster recovery tests. How many environments will remain after Go-Live?

10.7.1.5 What is the typical time between version and feature development on the primary platform and various deployment platforms? Do you specify security/technical vs. functional updates and communicate those to customers?

10.7.2 DATA HIERARCHY 10.7.2.1 Describe the application data model and its underlying database

Implementation.

10.7.2.2 Describe the relationship between customers, services, accounts, premises, metered and un-metered assets (with diagrams if possible).

10.7.2.3 Please provide a copy of the Entity Relationship Diagram (ERD) in all file types available. How often is the ERD kept up to date?

10.7.2.4 Please describe the data integrity process and any tools or methods that are provided to verify data integrity. Does the application manage data integrity or is database referential integrity enforced?

11.0 OFFSHORING QUESTIONNAIRE

EPWater prefers development, configuration and data storage that occurs within North America. In the event a Vendor is intending to use offshore resources for any component of the implementation or support and maintenance, please complete the following.

11.1 OFFSHORING QUESTIONSPlease respond below to the requested infrastructure and technology questions related to the proposed project.

11.1.1 What are the specific (country and city) locations of Vendor’s data centers including disaster recovery sites?

11.1.2 What work will be performed offshore?

11.1.3 Specifically, where would any offshore work occur (country and city)?

11.1.4 How will work be scheduled?

11.1.5 Is there regular communication between the offshore team and EPWater personnel?

11.1.6 If so, will these conversations, video sessions, etc. occur during normal EPWater business hours?

11.1.7 How will work be tested prior to release to EPWater?


11.1.8 What guarantees does EPWater have that the code is high-quality upon arrival?

11.1.9 How will knowledge transfer be managed?

11.1.10 Will there be a U.S.-based manager (single point of contact) that will manage the offshore resources on behalf of EPWater?

11.1.11 Do the offshore resources need network access into EPWater?

11.1.12 What type of access is required?

11.1.13 What type of security is in place to ensure unauthorized code, viruses, malware, or other attacks will prevent access to sensitive data?

11.1.14 How do you protect customer information?

11.1.15 If customer information is breached what is Vendor’s liability to EPWater?

11.1.16 Will the offshore resources ever travel to EPWater? If so, what guarantees does EPWater have that all personnel will have proper Visas, travel documents, and are able to legally travel to the U.S.?

11.1.17 If they travel to EPWater, is the Utility expected to pay a higher rate for the airfare and expenses?

12.0 HOSTING INFORMATION

Vendors who offer hosting services will be considered as part of this proposal. If Vendor does not offer hosting, please indicate as such and continue through the Response Template.

12.1 OVERVIEW12.1.1 Describe the Vendor’s business technical outsourcing experience, capabilities

and current customers, including staff augmentation to manage the daily technical requirements. This includes DBA, administrative, and batch execution functionality.

12.1.2 Describe the scope of provided outsourcing services.

12.1.3 Describe the Vendor’s current application outsourcing experience in a similar sized utility offering multiple services similar to those offered by EPWater.

12.1.4 Describe the strategic direction of Vendor’s outsourcing practice.

12.1.5 Describe the types of Vendor technical staff that would support the end to end solution (i.e. DBAs, Server Administrators, etc).

12.1.6 Are there any roles required by EPWater technical personnel in your outsourcing model? If yes, please describe.

12.1.7 In the Vendor’s experience, from the perspective of EPWater personnel, what are the limitations of an outsourced solution vs. an in-house system supported by EPWater technical staff?

12.1.8 Please provide a matrix of Pros/Cons of Outsourcing from Vendor’s experience, relative to overall customer solution and customer satisfaction.


12.2 SERVICE LEVEL AGREEMENTS12.2.1 Describe any SLA’s you propose around system performance and scale.

12.2.2 What are your standard SLAs? Provide an example SLA agreement.

12.2.3 When the Vendor did not meet SLA expectations, how was the problem resolved? What is the escalation process?


12.3 HOSTING SECURITY AND COMPLIANCE 12.3.1 Describe your hosting cyber security methodology and mechanisms for the

outsourced solution. Describe the security policies and features for access to the data center and controlled areas within the data center.

12.3.2 Describe Vendor’s Information Security processes and procedures.

12.3.3 What is the timeline within which Vendor will notify customers (affected or not affected) in case of a security incident (confirmed or suspected) impacting the hosting location?

12.3.4 What is the process and timeline the Vendor recommends that EPWater follow in the event EPWater suspects a security incident occurred?

12.3.5 How often does Vendor perform information security tests? Are results of the testing made available to EPWater at the end of the testing?

a. Vulnerability scans

b. System

c. Application

d. Penetration tests

e. Any other information security tests

12.4 BUSINESS CONTINUITY AND DISASTER RECOVERYDescribe your outsourced approach to Business Continuity and Disaster Recovery.

12.5 APPLICATION SUPPORT AND MAINTENANCE12.5.1 What services are offered as part of Application Support and Maintenance?

12.5.2 What system changes to the application can be affected by EPWater under this model?

12.5.3 What is included in the recurring service fee?

12.5.4 Describe the maintenance process for reporting defects, from the time of reporting a defect through the correction being delivered and applied.

12.5.5 Describe the classification process for defects and how the Vendor prioritizes these corrections. Provide the typical timeframes for defects being corrected and delivered back to the customer. Describe any contractual commitments the Vendor is willing to provide related to software corrections.

12.5.6 How does the Vendor manage corrections for modified code and interfaces?

12.5.7 How are requests for configuration changes submitted and managed?

12.5.8 Describe the process of requesting enhancements from the Vendor.

12.5.9 Describe the Quality Assurance (QA) process for system fixes and enhancements?


12.5.10 Describe the change control process used.

12.5.11 Is documentation maintained and updated that reflects the changes made? Is there an code revision application being utilized and can EPWater have read-only access to it?

12.5.12 Describe the primary development environment used by the Vendor to manage, modify, and test the CIS application.

12.5.13 What is the typical time between version and feature inclusion on the primary development platform and release to the various deployment platforms?

12.5.14 How long are major versions supported and how often are new versions typically released? How many versions are supported, e.g. current minus one? What is the Vendor’s expectation on version currency to maintain functionality and support?

12.6 RECOMMENDED VENDOR STAFFING FOR THE OUTSOURCED SOLUTION

Document the number of Full Time Equivalents (FTE) supporting the proposed solutions based on experience with similar sized customers. This is the staffing estimate the Vendor believes will be required for vendor to provide technical support of the proposed CIS application in a production environment.


EquivalentSystem Admin.

Functional Business Analyst DBA SQL UNIX BI

Batch Operator

FTEPTE

PROPOSAL ATTACHMENTS

Vendor shall include the following documents as attachments to its Proposal, referring to each by the alpha sequence below:

ATTACHMENT A FUNCTIONAL MATRIXComplete the EPWater Functional Matrix as provided in Attachment 2.

Vendor must be sure not to change the format of the matrix(s) and to provide information in the fields provided. Return the document(s) via USB Flash Drive in electronic format using Microsoft Excel.

ATTACHMENT B COST MATRIX Complete the provided Cost Matrix(s) following the instructions and return the document in printed and electronic formats (using Microsoft Excel). The Cost Matrix is provided as Attachment 3 to the RFP.

ATTACHMENT C STAFFING MATRIX List and describe the staffing requirements to be provided by the Vendor as part of the proposed solution. The Vendor must complete the Staffing Matrix as provided as Attachment 4 to the RFP.

ATTACHMENT D REFERENCESThe Vendor shall submit a minimum of three customer references which have been implemented within the last five years. One of these references must have at least 100,000 metered and un-metered services implemented within the last five years. Vendor’s submission of these references constitutes Vendor’s certification that customers named have agreed to be contacted. EPWater requires that an additional reference be provided from the most recent implementation. Provide the following information for each:

Utility Name

Address

Utility services and number of meters

Contact name, current phone number and e-mail address

Date implementation started

Integrator used (if any)

Beginning price

Ending price

Change orders

Go live date

Original implementation version

Current version


Any third party solutions that are similar to the ones being proposed to EPWater

Other pertinent information about the references can also be included

ATTACHMENT E IMPLEMENTATION TEAM RESUMESProvide resumes for the implementation team the Vendor or Third Party expects to utilize for this project. Clearly identify:

Resource type and description at the top of each resume.

Clearly identify the years of expertise tied to their particular discipline that will be provided in this project.

These descriptions of resource types should correspond to the methodology provided and described in this document.

ATTACHMENT F INTERFACESVendor shall update Attachment 7 to reflect the integration methodology proposed for each interface. Please also indicate if Vendor feels that the interface will no longer be necessary. All Interfaces MUST also be included in the Cost Matrix (Attachment B)

ATTACHMENT G SAMPLE CONTRACTS AND SERVICE LEVEL AGREEMENTS

Provide a copy of all proposed license agreements, service contracts, or professional service agreements, service level agreements, source code escrow agreements, support agreements, which Vendor desires to have considered by EPWater in contract negotiations.

Provide your standard Service Level Agreements.

Note: This is a sample list of EPWater SLA requirements and is not intended to be all-inclusive for either in-house and/or outsourced solutions.

General Service Levels include:

The proposed system will provide an average response time of less than 1.5 seconds for all customer service related screens during business hours. All other screens will require a two second (or less) response time.

The critical batch jobs required generating charges, payments, delinquency, bill output, data archives, and any other critical job required to enable EPWater to maintain efficient operations shall be completed within six hours.

Daily reports not required for time-sensitive critical utility operations shall be able to run during the day while users are accessing the on-line system (while meeting the response times identified earlier). If the Vendor will require a mirror database to accomplish this requirement, the process of refreshing this database shall be automated by the product application or a component of the technology proposed. The processing time to create this mirror database will be included in the six (6) hour batch window.


ATTACHMENT H FINANCIAL INFORMATIONProvide the financial information requested in Section 5.3 for all Vendors and Third Party Participants in this proposal.

ATTACHMENT I FUNCTIONAL AND TECHNICAL ROADMAPProvide any current and future product or service plans (including timelines) that may be pertinent to EPWater. In addition provide your formal product plans.

ATTACHMENT J SAMPLE REPORTSProvide a sample of the following report types:

Billing exceptions report

Delinquency

Payment register

Reconciliation report

ATTACHMENT K TRAINING COURSE OUTLINE AND SYLLABUS Outline the courses that EPWater technical staff will be required to take in order

to provide the necessary support needed to maintain the system(s) and hardware through implementation, final acceptance, and the maintenance and support periods.

Outline the courses that EPWater non-technical staff will be required to take in order to provide the necessary support needed to maintain or operate the system(s). Explain the functional responsibilities covered in each course and the expected audience members roles and positions at EPWater.

Provide a list of optional courses. Provide course availability, locations, and costs

ATTACHMENT L IMPLEMENTATION SCHEDULE - PROJECT PLANProvide a Gantt chart summarizing the major phases of the project implementation based on Vendor’s methodology. The chart must include phase description and duration (in days) and graphically represent the phase dependencies. Also, include a soft copy in Microsoft Project format (.MPP) and a copy in pdf format. The electronic copy should reflect activities, resources and hours to complete the project. The submitted Project Plan must contain a detailed System Acceptance Phase Test Plan that includes both phase entry and exit criteria that will lead to system final acceptance.

ATTACHMENT M SAMPLE TEST SCRIPTSPlease provide sample test scripts that Vendor will provide to EPWater during each phase of testing to assist in the development of final test scripts.

ATTACHMENT N GENERAL INSURANCE REQUIREMENTS As specified in Attachment 11, provide evidence of ability to obtain insurance coverage. Include a sample certificate of insurance for all products and services proposed in response to this RFP.


ATTACHMENT O SUPPLEMENTAL FORMS EPWater requires vendor return the following forms: 10.0 Conflict of Interest; 10.1 Non-Divestment from Israel. In addition, Please see 10.2 for instructions to complete the Texas ethics form online – this form MUST be completed along with this submission. 10.3 New Supplier Form is Optional and will assist with the contracting in the event Vendor is selected.

ATTACHMENT P INTENT TO RESPOND OR DECLINE (OPTIONAL)If Vendor Intends to respond and desires a Discovery Session this form must be filled out and returned via email to [email protected] no later than 1/23/2018 3:00pm MT.

***** END OF RESPONSE TEMPLATE *****


mailto:[email protected]