Exhibit 1 - Detailed Scope of Work 1... · Web viewDetailed information regarding County systems is contained in the Government Finance Officers Association Draft Technology

Exhibit 1Detailed Scope of Work including Questions and Required Narrative

Responses

Contents1 Overview.................................................................................................................................3

1.1 ERP Acronyms................................................................................................................3

1.2 ERP Project Background................................................................................................4

1.3 Scope of County ERP Solution.......................................................................................4

1.4 Project Phasing...............................................................................................................5

1.5 Current Technical Environment.......................................................................................6

2 Vendor Questions (Responses Required)............................................................................12

2.1 Evaluation Criteria: Project Specific Criteria................................................................12

2.2 Application Software.....................................................................................................24

2.3 Technical Infrastructure.................................................................................................25

2.4 Security.........................................................................................................................35

2.5 Software Licensing........................................................................................................36

2.6 Application Service Provider (ASP) or Hosted Option..................................................37

2.7 Implementation Plan.....................................................................................................45

2.7.1 General Implementation Approach........................................................................45

2.7.2 Project Management Approach.............................................................................47

2.7.3 Hardware, Software and Storage Design and Installation Consulting..................49

2.7.4 Data Conversion Plan...........................................................................................49

2.7.5 Report Development.............................................................................................49

2.7.6 Integrations and Interfaces....................................................................................50

2.7.7 Training..................................................................................................................51

2.7.8 Change Management Approach............................................................................54

2.7.9 Testing...................................................................................................................55

2.7.10 Operational Redesign............................................................................................55

2.7.11 System Documentation and Manuals....................................................................56

2.7.12 Disaster Recovery Plan.........................................................................................57

2.7.13 Knowledge Transfer...............................................................................................57

Broward County, FL RLI #R0866301R2 Centralized ERP Solution

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2.7.14 Staffing Plan...........................................................................................................58

2.7.14 Staffing Plan (continued)........................................................................................59

2.7.15 Transition, Ongoing Support and Maintenance.....................................................61

2.7.16 On-Going Operations............................................................................................67

2.8 Cost Proposal................................................................................................................68


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1 OverviewExhibit 1 provides the following information to proposing vendors:

Background information on the County ERP project and current ERP environment Assumptions regarding the scope of services being requested Scope of services requested as part of this RLI Information for which the vendors are requested to provide a response

1.1 ERP Acronyms

Acronym DefinitionACH Automated Clearing HouseADM Application Development, Maintenance and SupportAP Accounts PayableAPI Application Protocol InterfaceAR Accounts ReceivableCOA Chart of AccountsDBA Data Base AdministratorDLL Data Link LayerePRO e-ProcurementFTE Full Time EquivalentFTP File Transfer ProtocolGL General LedgerHCM Human Capital ManagementHCO Health Care OrganizationHIPAA Health Insurance Portability and Accountability ActHRIS Human Resource Information SystemHRMS Human Resources Management SystemIVR Interactive Voice ResponseLAN Local Area NetworkNAT Network Address TranslationPMP Project Management ProfessionalQA Quality AssuranceRDBMS Relational Database Management SystemRDP Remote Desktop ProtocolSCM Supply Chain ManagementSLA Service Level AgreementSSAE 16 Statement on Standards for Attestation Engagements


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SSL Single Socket LayerUAT User Acceptance TestingVOD Video on DemandVPN Virtual Private NetworkWAN Wide Area Network

1.2 ERP Project Background

County government is composed of many disparate and nonintegrated entities. These include enterprise agencies such as a port, airport, and water wastewater and waste and recycling facilities as well as regional agencies that operate and/or provide parks, libraries, human services, a bus transit system, permitting and licensing, and environmental and growth management services.

Broward County has analyzed its business operations with support from external vendors and has determined a need to implement an Enterprise Resource Planning (ERP) System. The County views an ERP project as an enterprise-wide re-engineering initiative that requires on-going leadership and support from the top of the enterprise. To this end, an ERP Project Office has been established in County Administration reporting directly to the County Administrator and a Steering Team of Senior Leaders. The County has selected Plante & Moran, PLLC to serve as 3rd Party Assurance Provider (3PA) to assist in the implementation of this multi-year project including project management. The 3PA has assisted the County in developing this RLI document.

1.3 Scope of County ERP Solution

The scope of services include:

1. Implementation of a vendor-hosted, centralized ERP solution encompassing all departments and offices reporting to the County Administrator (see Exhibit 7).

2. A single proposal, from a Prime Vendor, for a Solution including software, hardware, implementation, hosting, support and maintenance services to include pre-project training, application development, change management, training and support and maintenance to address as many of the functional requirements (see Exhibit 2) as possible for a period of five (5) years.

a. The Prime Vendor is defined as the sole party to the contract with the County and the sole point of contact between the County and the Contractor, who is accountable and responsible for the successful integration of all Solution components being proposed by the Vendor.

3. The proposed Solution should address the following business areas:

a. Finance: General Ledger, Budget, Performance Management, Treasury Management (to include Cash Management, Debt Service Management and Investment Management), Cash Receipting, Accounts Payable, Billing and Accounts Receivables, Project Accounting, Grant Accounting, Fixed Assets.

b. Supply Chain: Purchasing (to include associated e-Procurement related modules), Inventory Management.


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c. Human Capital Management: Human Resources (to include associated modules), Learning Management, Benefits Administration, Payroll Administration.

d. Portal Management

4. The Prime Vendor must propose a vendor-hosted solution which may be either dedicated hosted or Software as a Service (SaaS).

a. None of the data can be hosted or backed up outside of the Continental United States and no portion of the hosted solution can be supported outside of the continental U.S. during East coast business hours.

5. Proposers should have significant experience with ERP implementations in the public sector in the United States in organizations comparable to the size and complexity of the County.

6. A letter from the software provider(s) must be submitted stating that the Vendor(s) is/are a certified implementer(s) of the proposed software(s).

7. Proposers should note that the County is in the process of finalizing a separate contract with a selected Time and Attendance vendor. Initially, the time capture system will interface with the existing Cyborg payroll system; ultimately it must interface with the various modules of the selected ERP software.

1.4 Project Phasing

In preparation for releasing the RLI, County staff spent time contemplating phasing of the implementation based on a variety of factors. Through these efforts, the following chart was developed depicting how the County envisions the modules being phased. Vendors are requested to review and provide feedback on the proposed approach. It should be noted that a Time and Attendance solution was solicited separately, and implementation activities are expected to begin at approximately the same time that this ERP solicitation is issued. Time and Attendance will fall under the same County governance structure as the ERP implementation.

Module Area Phase 1 Phase 2 Phase 3Financials:

* GL, CM, DM, IM, CR, AP, Billing/AR, FAProject and Grant Accounting:

* Project/Grant AcctBudget:

* Base Budgeting* Performance Management

Supply Chain:* Purch, eProcurement, Inventory, Supp Conn Base Purchasing* Strat Sourcing, Supp Contract Mgmt ePurchasing/External Connections

Time and Attendance: (Separate solicitation)* Time and Labor, Absence Mgmt, Activities

Human Capital Management:* HR, Ben, Payroll, Succ Plann, Recruit, eDev Base Functionality* eBen, ePay,ePerf, eProfile e-Functionality

Portal Management Initial Base Deployment Expanded Deployment Expanded Deployment

Project Phase


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1.5 Current Technical Environment

Detailed information regarding County systems is contained in the Government Finance Officers Association Draft Technology Needs Assessment: An Evaluation of Broward County’s Financial and Human Resources Management Systems, July 2007. The report and appendices are located on the County’s website at http://www.broward.org/Administrator/Pages/ERP.aspx. Also on this website is the Broward County Business Case for an ERP.

The following table includes existing technology standards in the County. In preparing responses, vendors must remain diligent in referencing this table to assure that responses clearly identify:

Areas of known or potential conflict between the vendor’s proposed solution and the County’s defined environments

Recommendation of how best to implement and operate the proposed solution within the County’s defined environments

ENTERPRISE LEVEL

Technology Area

Use Manufacturer Product

Desktop* Operating System Microsoft Windows 7 SP1 Enterprise Edition

Office/WP Microsoft Office 2010 Professional Plus SP1

E-Mail Microsoft Outlook 2010 SP1

Project Management Microsoft Project 2010 SP1

Reporting Tool Business Objects

Crystal Reports 2011

Reporting Tool Microsoft SQL 2008 R2 Reporting Services

Remote Desktop Mgmt. Tools

Microsoft System Center Configuration Manager 2007 R2 SP2

Desktop Data Base – 3 User Max

Microsoft Access 2010 SP1

Business Diagramming Microsoft Visio Professional 2010 SP1

World Wide Web browser Microsoft Internet Explorer 8.x – 9.x

Instant Messaging and Presence

Microsoft Lync 2010


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http://www.broward.org/Administrator/Pages/ERP.aspx

ENTERPRISE LEVEL

Technology Area


Web collaboration and meeting

Microsoft Lync 2010

PDF Reader Adobe Reader X (10.1.1.)

Computer Antivirus/AntiSpam

Microsoft Forefront Endpoint Protection 2010

Server Network Operating System (Intel)

Microsoft Windows Server 64 Bit 2008 R2 Enterprise Edition with SP2

Server Management Tools Microsoft Systems Center Operations Manager 2007 R2

Backup/Restore Mgmt. Tool

Symantec Netbackup Version 7.0

Mail Server Software Microsoft Exchange Server 2010 SP1

Virtual Platform VMware VMware ESX 4.1

Mail Archiving Software Symantec Exchange 2010 SP1

Mail Hygiene Software IronPort Async/OS 7.0x

Mail Encryption External IronPort Async/OS 7.0x

Groupware Collaboration Microsoft Windows SharePoint 2007 SP2

IM, Presence, Voice, Video Collaboration

Microsoft Lync Server 2010

Hardware – Model Dell Minimum Specification –PowerEdge R710, 2x Quad Core Xeon X5570, 2.93GHz 8MB Cache, 1.333Ghz Hyper Transport, 24GB Ram

**5 Year Warranty Required

Hardware – Model SUN Sun M5000 Sparc 2X Quad,2.53GHz, 128GB Ram, (4) 146GB HD, Quad E-Net, 4GB FC

**1 Year Warranty Required


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ENTERPRISE LEVEL

Technology Area


Voice/ Data Network

Network Management Tool SolarWinds Orion Network Performance Monitor

Network Database Cisco Cisco Works LMS 3.2

Network Switches / Routers

Cisco Switches/Routers – Core 4500 series

Datacenter – Nexus

Access – 2900, 3750, Concentrators, Wireless Controllers, etc.

Wireless Management Tool Cisco Cisco Wireless Control System (WCS)

Wireless Access point Cisco Cisco AP 3500, AP 1260, AP 1140Access Point

Wireless Bridge Cisco Cisco AP1240, AP1520, AP1260 wireless bridge

Wireless NIC Various 802.11G/X/N mobile or desktop

IP Telephony

IP PBX

Voicemail

Call Recording

Paging

Cisco

Telstrat (call recording)

Cisco Unified Communications Manager v 6.1.5.13

IPCC – v5.0

Voicemail – Unity Connection v 8.5.1

Call Recording – Telstrat Engage v 3.5

Paging – IP Celerate IP Session v 5.7

IP Phones Cisco Cisco IP Phones 794x, 796x, 7970

VPN Access Cisco Cisco ASA 55xx, Cisco AnyConnect (Client)


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ENTERPRISE LEVEL

Technology Area


Video Conferencing High Definition Tanberg/Cisco

C20, C40

Video Conferencing Microsoft Live Meeting/Communicator

Communications Internet AT&T / Peak 10

AT&T – 12MB non burstable

Peak 10 - 500MB Burstable to 1GB

Data AT&T Metro Ethernet

Communications (continued)

Voice Local Calling AT&T 1FB, T1, Metro Ethernet

Voice Long Distance Sprint

Wireless Cisco 802.11x/n

Cellular Sprint PCS, 3G, 4G

Satellite Iridium

Data Base Management System

RDBMS ORACLE Enterprise Licensing 10.2.xx or Greater, Per Processor Licensing

Data Base Management System

RDBMS Microsoft SQL Server 64 bit Enterprise 2008 R2 (Clustered) Active/Passive, Per Processor License(s)

Authentication Standard

Password – application authentication

Microsoft Active Directory 2008 R2 (AD)

Web Content Management

Manage the static content of Broward’s web site

Microsoft Microsoft Office SharePoint Server 2007 (2010 Spring 2012)

Internet File Transfers

Secure file transfer FTP (File Transfer Protocol)

PGP encrypted (Pretty Good Privacy)

Interfaces Web interfaces Online via http and Web Services


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ENTERPRISE LEVEL

Technology Area


Credit Card Payment protocol

Credit Card on-line payment

BC Payment Gateway-PCI Compliant

Secure Access Web Server encryption certificates (SSL)

VeriSign SSL Machine Certificate

Secure Access Firewall appliance Described upon request

This information will be shared with awarded vendor.

Secure Access Firewall software Described upon request


Secure Access VPN Concentrator Described upon request


Secure Access Digital certificates (users) Microsoft Internal User CA

Secure Access Web Filtering Websense TRITON Unified Security 7.6

Secure Access DLP RSA DataCenter 8.1

Secure Access Log Management/SIEM RSA envision 4.0 SP4

Secure Access OS/Device Vulnerability Scanner

McAfee Vulnerability Manager 4.0

Secure Access Web App Vulnerability Scanner

HP WebInspect 9.1

Secure Access Wireless Vulnerability Scanner

Described upon request


*Minimum Broward County Hardware: 700Mhz Pentium, 256Mb Ram, 6Gb Hard drive. ActiveX components are not standard on the desktop. Application at the desktop must be browser based or have the ability to run with “local user” account rights.


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In addition to the above technology standards, the County has the following inventory of tools/products that can be leveraged for the implementation:

Testing Tools: MS Team Systems Suite Project Management Tools, in addition to Microsoft Project (e.g., Issue Management,

Risk Management, Progress Reporting, etc.). Configuration Mgmt: BMC Express Development Tools (e.g., Migration tools, Case Management Tools) Batch Applications

(e.g., scheduling tools, TWS, Control-M, AutoSys): Development - MS Team Systems Suite; Control M.

Additionally, the size of the current production database in GBs is as follows:

Financial System: AMS Advantage production database is 141 GB, the application and other Advantage files that reside on the UNIX server are 28 GB.

Human Capital Management: Cyborg does not reside in a database. The size of the Cyborg application and related files is 78 GB. Cyborg has approximately 370 Users.

User counts for the various systems used are as follows:

System Users Total ConcurrentFinancials & Supply Chain 750 300

Reporting – InfoAdvantage(WEBI) 501 155

Human Resources/Payroll 370 370

Reporting - Cognos 80 80

Capital Program Management 389 389

Central and Technical Development Support1 12 12

Queries (ad hoc) 750 389

Performance Scorecard 298 30 - 40


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2 Vendor Questions (Responses Required)

The following sections are required to be completed by vendors.

2.1 Evaluation Criteria: Project Specific Criteria

Complete the following table that describes your firm’s experience on projects of similar nature, scope, and duration along with evidence of satisfactory completion, both on time and within budget, for the past five (5) years.

Evaluation Criteria: Project-Specific Criteria

Responses

Enter responses in the spaces provided whenever possible. Supplemental information may be included on separate pages with page numbers referenced in the spaces provided. Supplemental material must be provided in the same order as listed below in the Project-specific criteria.

Past Performance

1. For the proposed implementation services provider:

a. Provide three (3) references, preferably from the public sector (organization, year services provided, contact name, title, role on project, e-mail, telephone) that meet the following criteria:

i. Implemented ERP Financials, Supply Chain, Capital Project/Grants, Human Resources/Payroll and Portal within the past five years.

ii. Client references should be for sites at which the proposed software has been fully implemented and is live.

iii. References must be for Client Firms of ≥4000

1.

2.

3.


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employees and Operating Budget ≥ $1B.

iv. Provide evidence of satisfactory completion, both on time and within budget.

d. Provide your implementation cost for each of the three references.

1. 2. 3.

e. Describe current projects similar to Broward County’s ERP Project, and estimated date of completion.

f. List all projects, including project number, with Broward County during the past five (5) years.

g. Location- Identify the Office Location responsible for this project.

2. For the proposed software:

a. Provide three (3) references, preferably from the public sector (organization, year(s) installed, contact name, title, role on project, e-mail, telephone) that meet the following criteria:

i. Provided ERP software that covered ERP Financials, Supply Chain, Capital Project/Grants, Human Resources/ Payroll, and Portal within the past five years.

ii. Client references should be for sites at which the proposed software has been fully implemented and is live.

1.

2.


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iii. References must be for Client Firms of ≥4000 employees and Operating Budget ≥ $1B.

iv. If possible, one of the references should be a location within the state of Florida that could be visited by the evaluation team.

v. Provide evidence of satisfactory completion, both on time and within budget.

3.

d. Describe current projects similar to Broward County’s ERP Project, and estimated date of completion.

e. List all projects, including project number, with Broward County during the past five (5) years.

3. For the proposed hosting entity:

a. Provide three (3) references, preferably from the public sector (organization, contact name, title, role on project, e-mail, telephone, year(s) installed, application(s) hosted, hosting dates) that meet the following criteria:

i. References must have used the hosting entity’s service for a minimum of one (1) year to

1.


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demonstrate entity’s ability to deliver the performance and services listed.

ii. References must have involved fully implemented, live use of the proposed software. References where system implementation is not complete will not suffice for the County’s evaluation purposes.

iii. Provide evidence of satisfactory completion of implementation, both on time and within budget.

iv. References must be for services that were performed within the past five years.

v. References must be for Client Firms of ≥4000 employees and Operating Budget ≥ $1B.

vi. Provide for each reference, documentation of downtime performance, technical support complaint history, and hosting traffic throughput speed.

vii. Provide evidence of previous customer satisfaction with work on similar ERP hosting projects and any documented performance history.

viii. With satisfactory delivery against Service Level agreements

2.

3.


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d. Describe current projects similar to Broward County’s ERP Project, and estimated date of completion.

e. List all projects, including project number, with Broward County during the past five (5) years.

4. For each sub-consultant firm:

a. Provide the responses specified in #1, #2 and #3.

Ability of Professional Personnel

Project Manager Requirements (include full resume in proposal document)

1. Identify Project Manager. Name:

2. Provide three (3) full-life cycle references, preferably from the public sector, (organization, year services provided, contact name, title, role on project, e-mail, telephone) as a Project Manager. Full-Life Cycle is defined as planning to post implementation support for one or more phases for

1.

2.


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more than one module. 3.

5. Number of years working as an employee of your firm

6. Number of years working as a Project Manager for implementing the software package proposed.

7. Confirm that Project Manager will participate through the entire project, start to finish, as proposed, as Project Manager.

8. If your proposal is short-listed for presentations, the Project Manager must be a key presenter and will be interviewed at the Selection Committee Presentation/Ranking Meeting.

Team Lead Requirements

Financial Lead (include full resume in proposal document)

1. Identify the Financial Team Lead. Name:

2. For the Financial Team Lead, provide two (2) full-life cycle references, preferably from the public sector (organization, year services provided, contact name, title, role on project, e-mail, telephone). Full-Life Cycle is defined as planning to post implementation support for one or more phases.

1.

2.

4. Number of years working as an employee of your firm.

5. Number of years working as a Financial Team Lead for implementing the software package


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proposed.

6. Confirm that the Financial Team Lead will participate through the entire Financial Phase implementation, start to finish, as proposed, as Financial Team Lead.

Supply Chain Lead (include full resume in proposal document)

1. Identify the Supply Chain Team Lead.

Name:

2. For the Supply Chain Team Lead, provide two (2) full-life cycle references, preferably from the public sector (organization, year services provided, contact name, title, role on project, e-mail, telephone). Full-Life Cycle is defined as planning to post implementation support for one or more phases.

1.

2.


5. Number of years working as a Supply Chain Team Lead for implementing the software package proposed.

6. Confirm that the Supply Chain Team Lead will participate through the entire Supply Chain implementation phases, start to finish, as proposed, as Supply Chain Team Lead.

HR / Payroll Team Lead (include full resume in proposal document)

1. Identify the HR / Payroll Team Lead.

Name:


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2. For the HR / Payroll Team Lead, provide two (2) full-life cycle references, preferably from the public sector (organization, year services provided, contact name, title, role on project, e-mail, telephone). Full-Life Cycle is defined as planning to post implementation support for one or more phases.

1.

2.


4. Number of years working as a HR/Payroll Team Lead for implementing the software package proposed.

5. Confirm that the HR / Payroll Team Lead will participate through the entire HR/Payroll implementation phase, start to finish, as proposed, as HR/Payroll Team Lead.

Technical Team Lead (include full resume in proposal document)

1. Identify the Technical Team Lead. Name:

2. For the Technical Team Lead, provide two (2) full-life cycle references, preferably from the public sector (organization, year services provided, contact name, title, role on project, e-mail, telephone). Full-Life Cycle is defined as planning to post implementation support for one or more phases.

1.

2.


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5. Number of years working as a Hosting Provider / Technical Team Lead for implementing the software package proposed.

6. Confirm that the Technical Team Lead will participate through the entire project, start to finish, as proposed, as Technical Team Lead.


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Portal Team Lead (include full resume in proposal document)

1. Identify the Portal Team Lead. Name:

2. For the Portal Team Lead, provide two (2) full-life cycle references, preferably from the public sector (organization, year services provided, contact name, title, role on project, e-mail, telephone). Full-Life Cycle is defined as planning to post implementation support for one or more phases.

1.

2.


5. Number of years working as a Portal Team Lead for implementing the software package proposed.

6. Confirm that the Portal Team Lead will participate through the entire project, start to finish, as proposed, as Portal Team Lead.

Training Lead (include full resume in proposal document)

1. Identify the Training Team Lead. Name:

2. For the Training Team Lead, provide two (2) full-life cycle references, preferably from the public sector (organization, year services provided, contact name, title, role on project, e-mail, telephone). Full-Life Cycle is defined as planning to post implementation support for one or more phases.

1.

2.


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5. Number of years working as a Training Team Lead for implementing the software package proposed.

6. Confirm that the Training Team Lead will participate through the entire project, start to finish, as proposed, as Training Team Lead.

Change Management Lead (include full resume in proposal document)

1. Identify the Change Management Team Lead.

Name:

2. For the Change Management Team Lead, provide two (2) full-life cycle references, preferably from the public sector (organization, year services provided, contact name, title, role on project, e-mail, telephone). Full-Life Cycle is defined as planning to post implementation support for one or more phases.

1.

2.


5. Number of years working as a Change Management Team Lead for implementing the software package proposed.

6. Confirm that the Change Management Team Lead will participate through the entire project, start to finish, as proposed, as Change Management Team Lead.


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Pre-Project Training Services

1. Provide 3 references, preferably from the public sector, (organization, year training services provided, contact name and title, role on project, e-mail, telephone) for the firm or persons proposed to provide pre-project training services.

a. Indicate whether training was delivered on-site or at an external site. If external, identify training location(s).

b. Specify software and modules that apply to the referenced pre-project training.

1.

2.

3.

2. Provide the cost for Pre-Project Training, aligned to the 5 Year Projected Cost Model Response (Exhibit 5).

3. Indicate whether you are willing to provide training on site at Broward County.

Training Services

1. Provide 3 references, preferably from the public sector, (organization, year training services provided, contact name and title, role on project, e-mail, telephone) for the firm or persons proposed to provide training services

1.

2.


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3.

2. Provide the cost for Training, aligned to the 5 Year Projected Cost Model Response (Exhibit 5).

3. Indicate whether you are willing to provide training on site at Broward County.

Change Management Services

1. Provide 3 references, preferably from the public sector, (organization, year training services provided, contact name and title, role on project, e-mail, telephone) for the firm or persons proposed to provide Change Management services.

1.

2.

3.

2. Provide the cost for Change Management, aligned to the 5 Year Projected Cost Model Response (Exhibit 5).


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2.2 Application Software

The Vendor is required to provide a general description of the application program product and how it will meet requirements of this SOLICITATION. This section must address, at a minimum, the following items:

2.2 Application Software1. Provide a list of the software modules required to implement the Functional Requirements that you propose to address per your Exhibit 2 response.

2. Describe your overall proposed technology solution.3. Describe the product direction for the company, including time frames.4. Describe unique aspects of the Vendor's solution in the marketplace.5. Describe components of the solution that are industry standards versus being proprietary to the Vendor.6. Describe the extent to which the various modules are integrated together versus being purchased separately and interfaced.7. Describe the contents of major new releases within the next 12 months that would be of interest to the County.8. Describe your portal strategy.

9. Does your proposed solution use Microsoft Exchange/Outlook e-mail and/or instant messaging as part of its core functionality? If yes, please describe including compatible version of Exchange/Outlook that is required.

10. For third party products proposed that are integrated with the vendor’s solution provide the following for each product:

a. Nature of relationship with the third-party vendor,b. Reason that this product is a third-party product versus being part of the software vendor’s solution,


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c. Reason why this particular solution was chosen over other solutions in the marketplace,

d. Length of the existing relationship; ande. Extent to which this third-party product is integrated with the vendor’s solution.

2.3 Technical Infrastructure

The Vendor is required to provide the following information that will be used in the evaluation process. Additionally, Vendors should identify where conflicts may exist between their solution and current technologies being used as well as areas where there are strong synergies between the County’s computing environment and the Vendor’s solution.

2.3.1 Hardware and Storage Environment:1. Describe the proposed computer

hardware and storage environment to support the proposed solution. In the event that there are multiple computer systems available, list all options. Indicate which is the preferred hardware platform and why. List the conditions in which the preferred hardware platform would change. A hardware configuration, which takes into account the size of the County, application modules, database size, and anticipated growth, must be provided.

2. What system architecture do you propose? Describe number and type of application servers, database server(s) and test environment during the implementation phase of the project as well as for on-going operations. Describe your proposal’s technical architecture (preferably using a PowerPoint or Visio diagram). This should show components such as the database server, applications server, reporting server, test/training server, firewall(s), web server(s), web browser, minimum workstation requirements, remote access, wireless connectivity, network connectivity to LANs and WAN, etc. Describe any potential use of virtual server


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technologies (e.g. Microsoft Hyper-V, VMWare) and application accelerators and note what vendors you partner with or recommend and/or support.

3. Describe your proposal’s information architecture/model (preferably using a PowerPoint or Visio diagram). This should depict data models, taxonomy, data elements, coding structures, a process for standardizing on a particular coding structure, data definitions (employees, vendors, invoices, etc.)

2.3.2 Database Environment:1. What database

administration/management tools do you recommend?

2. Does your proposal contain or envision the use of a data warehouse? If yes, describe your data warehousing capabilities and architecture.

2.3.3 System Administration Tools:1. Vendors should describe the system

administration tools that are used to manage the application including any data archival tools, tools for managing application updates, online help management tools, etc.

2.3.4 Remote Access:1. Identify how your solution supports

mobility needs including field use and remote-access use.

2. What are the remote access capabilities of your proposed system? Describe the methods supported (MS Terminal Services, web-access, SSL VPN, etc.).

3. Remote access to your proposed system through the internet will generate additional traffic to/from the


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County’s internet infrastructure, including internet access lines. Provide information that will help ensure the County will have capacity to handle the additional traffic. What internet services provider bandwidth will be consumed by a typical remote user of your system? What other information can you provide to enable us to size our lines?

2.3.5 Directory Services and User Administration:1. Describe how your system

interoperates with Active Directory.

2.3.6 Network & Application Management:1. Please describe the network

management systems that either your system uses, interoperates/integrates with, or you recommend. Please specify.

2.3.7 Search:1. Describe the search capabilities of

your system. What search engine do you use?

2.3.8 FTP:1. Describe how your system

uses/interacts with FTP daemons, including:a. An FTP daemon that installs and

operates under Windows 2008 R2 Server? (If no, describe what FTP daemon is utilized),

b. data encryption during transfer,

c. encrypted transfer of user authentication credentials (secure FTP)

d. user authentication for FTP transfers, and

e. scheduled FTP transfers.

2.3.9 Desktop:1. Please describe what, if any, footprint

(e.g. local software artifacts such as Broward County, FL RLI #R0866301R2 Centralized ERP Solution

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DLLs) exists on the user’s desktop

2.3.10 Address Management:1. The system should have the ability to

directly interface to a 3rd party address database for address validations via supplied vendor API. If no API exists, describe how an interface could be established.

2.3.11 Error Processing:1. Describe the resources available to

system users to research and/or look-up error messages and appropriate resolutions. This should include resources that would be appropriate for multiple levels, such as end users, super users, system administrators, and IT Support staff.

2.3.12 Help System:1. To what extent is the County able to

configure the Help System to support County specific processes and procedures? To what extent are Help System services and/or configuration functions available to support user-defined fields and/or configurable screens?

2.3.13 Workflow:1. Provide a general explanation of the

workflow capabilities within your application.

2.3.14 Archiving:1. The system should provide an

archiving solution for all data Broward County, FL RLI #R0866301R2 Centralized ERP Solution

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elements, which provides configuration options for archiving schedules. Also, the system should provide methods to identify older data and move it to an archival storage solution. Archive records in any solution should be easily searchable and retrievable. The system should also provide methods to identify and delete data that no longer needs to be retained, based on County provided criteria.

2. Describe how the proposed system meets these expectations.

3. Describe any limits for data archiving or recommendation for archiving frequency/schedule.

2.3.15 User Interface:1. Screen Magnification - The system’s

user interfaces should be compatible with third party industry standard screen magnification products (i.e. Lunar, Supernova, Zoom Text, Magic) to enlarge print on the computer screen, configure print size, contrast and color selection for blind users.a. Describe the system’s

compatibility with third party screen magnification products

b. Provide a list of the products the system has been certified to work with

c. Note any products that are not compatible with the system

2. Screen Reading – The system’s user interfaces should be compatible with third party industry standard screen


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reading software (i.e. Hal, JAWS for Windows, Windows Eyes, etc.) for blind users.a. Describe the system’s

compatibility with third party screen reading products

b. Provide a list of the products the system has been certified to work with

c. Note any products that are not compatible with the system

2.3.16 Data Entry:1. Describe the ability to configure

screens within the application without requiring programming customizations (i.e., change tab order, hide fields, etc.)

2.3.17 System Installation and Upgrades:Hardware and Software Installation:1. Provide information on how server

and client side software updates are received, processed and distributed to either the server and/or client environment, including but not limited to:a. Backward version compatibility

and support of back versionsb. Timeframe to move to new

versionsc. Automatic product upgrades or on

demandd. Ability for County staff to

implement versus need to contract for services

e. County Infrastructure required to receive system updates and release patches, such as FTP.

f. Ability to use Microsoft Systems Management Server (SMS) 2003 and/or Microsoft Software Update Services (SUS) to deploy new versions and patches to servers and clients

2. All hardware and software that is installed at the County site should be installed with County staff involved for


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knowledge transfer purposes. What steps do you take in your implementation approach to achieve this objective?

3. How will the County obtain the materials needed to install future fixes, updates, and releases?

4. Are system updates, release patches, release notes, and any other required software and/or documentation downloadable from the Vendor’s Web site? If not, please describe the process for obtaining these materials.

5. Are patches provided in an accumulation process, so that each does not have to be individually applied?

Release Cycle:1. Describe the product release cycle

including, but not limited to:a. Frequency of

upgrades/enhancements or new versions (major and minor version releases)

b. Contents of a releasec. How long release takes to

implement each released. The availability of release notese. What information is contained in

release notesCustomizations:1. Describe the process for managing

local customizations to include:2. How does the vendor define

customization versus configuration?3. How can the County customize or

configure the software directly without vendor involvement?

4. How are local customizations or configurations maintained when installing new releases of the vendor’s software?

5. Describe the process for regression testing, to check functions, configuration, security settings, user configurable fields, reports (standard and user built), County applied look and feel, etc. in conjunction with the installation of a new system fix,


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update and/or release.6. Describe what types of County

applied configuration, security settings, user configuration fields, reports (standard and user built), County applied look and feel, etc. will carry forward (vs. having to be manually reapplied) during installation of a new system fix, update, and/or release?

Configuration Management:1. Describe any configuration

management system that is incorporated with the Vendor solution.

2.3.18 Compatibility with County’s Website and Web Application Environment:1. Web-Enabled – The County highly

prefers a system that is fully Web-Based or Web-Enabled to allow for functions to be accessed via a Web browser. Please describe any components or modules that are NOT web-based or web-enabled (aka browser-based). Are these components delivered via Microsoft Internet Explorer (IE 8 or later) without using intermediary deployment (i.e. Microsoft Terminal Services Gateway 2008R2)?

2. Web Infrastructure - Describe the web infrastructure used or required (i.e. asp, html, java, .net). In what programming language is your source code written? Will your modules interface well with County created systems that are written/supported in this environment?

3. SSL Encryption – Are all web pages for all components, both internal and external to the County, able to support SSL encryption? If yes, specify the SSL type, strength, and certificate requirements in Comments.

2.3.19 Compatibility with County’s Server Environment:


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1. Virtual Servers – The County strives to use Virtual rather than physical servers whenever possible. Please describe how your system could optimize the use of virtual servers.

2. Storage Requirements - State estimated system disk space required (all system data/databases - initial, plus expected annual growth) for the County’s Storage Area Network (SAN). Also, specify any additional storage requirements that cannot be met by the centralized SAN storage.

2.3.20 Compatibility with County’s Network Environment:1. Port Security - Any solution should

minimize the number of ports required for accessing the system external to the County’s firewall. Please indicate what port number(s) and protocols your system uses to communicate between;a. clients and web serverb. between web server and

application serverc. between application server and

database server2.3.21 Compatibility with County’s Electronic Commerce (ECOM) Environment:1. Describe credit card information that

is stored in the system, including, but not limited to:a. Purpose of the data

b. Type and the level of encryption that is supported

c. Masking of credit card numbers

d. Payment processing methods (walk-up, IVR, Web, etc.)


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2. Merchant Account - To what extent will the system be able to integrate with the County's existing merchant account provider for the Ecommerce components implemented (currently Wells Fargo Merchant Services)? If another provider must be used, please describe.

3. Card Authorization - To what extent will the system be able to integrate with CyberSource SOAP Toolkit API for credit card authorization processing? If not supported, describe what credit card authorization interfaces are available.

4. Third Party Products - To what extent will the vendor support third-party Ecommerce products used in system, at no added charge? If Ecommerce products must be supported by the third-party only, specify how this is handled.

5. Restricted Access - How do Ecommerce components restrict (deny) all remote external administration connection requests?

6. Support Access - Describe any remote administrative access requirements that vendor may need to have in place to support the Ecommerce components utilized in the system.

2.3.22 Compatibility with County’s Remote Access & Thin Client Environment (Only respond to this section if system has components that are NOT web-based):1. Test Process - Describe your process

for testing/certifying client components for operability in the Microsoft Terminal Services Gateway 2008 R2.

2. Licensing – Detail any additional license fees that may be required to run the system in a Microsoft Terminal Services Gateway 2008 R2.


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3. Other – If Microsoft Terminal Services Gateway 2008 R2. is not supported, please describe other remote access and/or thin client technologies your system is compatible with.

2.4 Security

Describe the following with respect to security:

2.4 Security

1. Describe the identification and authorization capabilities of your proposed solution:a. For usersb. For system administrators and

DBAs2. Describe the security audit

capabilities of your proposed solution.

3. The time between when a software vendor announces a security flaw and the time the first exploit appears is becoming shorter.a. Will you commit to having critical

security vulnerabilities patched on the system you are proposing within 10 business days after the public announcement by the vendor (e.g. Microsoft SQL Server, Oracle)?

b. Will you commit to revising your software to interoperate with operating system critical security patches (e.g. Microsoft) within 10 business days after public announcement (typically posting on web page) by Microsoft (e.g. XP Service Pack 3, Windows 7 Service Pack 1 & other critical security vulnerabilities)?

4. What functions does your proposed system have to protect the privacy of information (e.g. personally identifiable, SSN, credit card, ACH, HIPAA, etc.) that it processes or


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stores?5. Describe type and strength of

encryption supported.

2.5 Software Licensing

Describe the following with respect to software licensing:

2.5 Software Licensing1. Describe your licensing scheme

(enterprise, module versus system, concurrent versus named, external Internet user(s), query versus user, etc.) anda. how that works in a Disaster

Recovery situation.2. Describe how licensing is structured

(alternatives, base software + per user licenses, license costs, license-packs, incentives, etc.). a. Identify how costs are

determined for adding additional users after the initial purchase.

b. Identify any licensing distinctions for County users and business partners to access the system remotely through the internet (e.g. employee self-service, vendor checking on status).

3. From time to time consultants, business partners or other non-employee type personnel need to access the licensed software. Under your licensing agreement, will these types of users have access?

4. The County has a desire to establish a test and training (same server) and production environment (separate server). Are you able to structure an environment that will allow the County to run additional development, test and training instances without the need for additional product licensing fees?a. Describe licensing options

available for a development/test system.

5. Are there any additional licensing


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costs for loading non-ERP data into any data warehousing solution you are proposing?

2.6 Application Service Provider (ASP) or Hosted Option

2.6 Application Service Provider (ASP) or Hosted Option

1. Will your company host the solution or will this be hosted by a third party?a. Who will provide the hosting and

at what facility?

2. Identify where on the system responsibility changes from the hosting provider to your company (the physical computer, the operating system, the application).

3. Please describe your service level agreement:a. Power and coolingb. Networkc. Storaged. Virtual Machinee. Operating environmentf. Application and database

4. Please describe your support model.

5. Are support calls included in annual maintenance fees, or charged on a per call basis? If on a per-call basis, please specify rates and billing method.

6. Where would local support be located for a client in Ft. Lauderdale, FL?

7. Please provide the total number of clients and corresponding number of end-users of hosted solutions currently supported by your company.

8. Does the system interfaces support a browser interface with or without the help of additional components?


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9. Will the host be virtual?a. Will any migration of data or

virtual machine remain in the country?

b. Where can data or virtual machines migrate to?

10. Have you supplied a copy of your Independent Service Auditor’s Opinion Letter from your most recent SSAE 16?a. What other certifications does the

hosing facility have (HIPAA, PCI)?

11. How are hosted software applications deployed for use by numerous customers (dedicated servers for each hosted customer, or is a single set of applications utilized for all customers)?

12. What tier in the Uptime Institute data center tier model most closely represents this facility?a. Is it certified at that tier?

13. Describe your systems administration/management capabilities including monitoring of performance measures, intrusion detection, and error resolution.

14. Please describe your firewall security (technology, failover) and data encryption capabilities.

15. Please describe your data back-up, restore and disaster recovery capabilities.

16. What steps are taken to ensure uptime per SLA for the application in the event of a hardware, system or power failure?

17. Please provide detailed information on communications provider for Internet connection service, including ownership of lines and performance guarantee of the bandwidth connection.

18. Please explain how monthly billing statements are generated.

19. Provide a “real” copy of your bill.20. Can billing be handled

electronically? If yes, describe.21. Include your hosting, backup,


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integration, help desk, provisioning and desktop management capabilities.

22. If you propose a tiered level of services, describe the model.

23. Do you provide all services directly? If no, please identify your partners and describe their role(s) and responsibilities.

24. Describe your operational procedures.

25. Describe your company culture.26. What do you propose to ensure

vendor accountability?27. Please list the connectivity options

and carriers available at your hosting facility.

28. Estimate the bandwidth that your solution will add to the County’s WAN backbone and site access lines.

29. What system/application availability and response time will your proposed system meet? What are the County’s responsibilities to ensure this level of performance?

30. What metrics do you propose that demonstrate performance including: availability, response time, quality, customer service, and customer satisfaction?

31. Please provide a back-out plan in which your hosting services would be transitioned to an alternate hosting provider or be insourced back to the County.

32. What is included and excluded in the monthly price?

33. How do you track monthly usage for subscription-based services?

34. How are usage fees determined?35. What happens if volumes decrease

or if bandwidth or other commodity prices go down?

36. Can the ASP provide metered billing?

37. Where is the data located and will it always remain at that location

38. How many data centers do you


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have, and where are they located? Who operates them?

39. Which data centers will be used to serve my application?

40. Do you own your data centers or lease them? If leased, from whom?

41. Are the data centers staffed 24 hours a day, seven days a week (24x7)? What staff is on-site?

42. Is there redundant power? Batteries? Generators? How often are they tested?

43. What cooling and fire suppression systems are in place?

44. How many internet service providers (ISPs) do you buy connectivity from? Are they on separate telephone company entrances to the facility?

45. Do you have a disaster recovery plan if a data center becomes unavailable? If yes, provide a copy or describe the ASP’s Disaster Recovery plan.

46. What are the hardware and software components of the solution?

47. Are servers dedicated to each customer, or do multiple customers share a single server?

48. If shared, by what means (virtual partitioning, one application instance per customer or a single shared application)?

49. How much redundancy is there in the infrastructure?

50. Do you use load balancing, failover or both?

51. Is there database replication?


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52. Can you switch operations over to another data center, and if so, how long does that take?

53. What do you back up and how often? How long do you keep backups?

54. Do you store backups off-site?

55. How long does it take to recover data from a backup?

56. What kind of operations monitoring do you do?

57. What support is available and during what hours?

58. What are your change management, upgrade and patch management policies & practices?

59. How much notification will you give the County in advance of any scheduled downtime?

60. Will you have a staging server available to test any changes to my software prior to its deployment into production?

61. What are your plans for permitting access to the applications for devices with IP v4 and IP v6 addresses

62. What is the time line for this solution?

63. ? If NAT will be used, describe how performance and a sufficient translation pool will be addressed.

2.6.1 ASP Security - Physical1. What physical security measures

are in the data center?


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2. Describe the security you provide for County information stored on media (e.g. backup media, data in transit)? Do you encrypt it? If yes, describe the encryption used.

3. Are all employees who are allowed access to infrastructure housed in the data center screened and bonded?

2.6.2 ASP Security - Network1. Does the ASP:

a. Require the use of two-factor authentication for administrative control of all routers and firewalls?

b. Support 128-bit encryption and two-factor authentication for the connection between the customer LAN and the ASP production backbone?

c. Provide redundancy and load-balancing services for firewalls and other security-critical elements?

d. Perform (or have an experienced consulting company perform) external penetration tests on at least a quarterly basis, and internal network security audits at least annually?

e. Show documented requirements for customer network security (with audit functions) to ensure that other ASP customers will not compromise the ASP backbone?

2.6.3 ASP Security - Platform

1. Can the ASP provide a documented policy for hardening the OS on its Web and other servers? Hardening an OS entails: Eliminating any unnecessary OS services (e.g., Telnet or FTP), disabling all communications paths that are not needed (e.g., TCP/IP ports), installing all required security


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patches, and minimizing system administration accounts and access to system logging/auditing.

2. If the ASP co-locates customer applications on physical servers, does it have a documented set of controls that it uses to ensure the separation of data and security information between customer applications?

2.6.4 ASP Security - Operations1. What are your security policies and

practices?2. How do you handle security alerts?3. Do you perform background checks

on personnel who will have administrative access to servers and applications? If yes, describe.

4. Provide your documented process for evaluating operating system and application vendor security alerts, and installing security patches and service packs?

5. Do you use write-once technology for storing audit trails and security logs?

6. Provide your documented procedures for intrusion detection, incident response and incident escalation/investigation?

7. Do you use a managed security service provider? If yes, who?

8. Use "hot site" failover services that have the same security operations and procedures?

9. Provide authentication services for system users?

10. Have documented processes for adding, removing and validating security keys for all users?

11. When using outsourced authentication services, does the outsourcer have a documented process for managing and validating member security keys?

2.6.5 ASP Security - Applications1. Does the ASP:


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a. Review the security of scripts and integration code that are added to the commercial applications it provides? How is this done?

b. Provide application- or transaction-based intrusion-detection services?

c. Document the security standards and processes used for creating interfaces to other systems within the HCO environment?

d. Provide contractual commitments for HIPAA compliance for security and confidentiality?

2.6.6 ASP Security - End Services1. Does the ASP security staff average

more than three years of experience in information/network security? If no, please explain.

2. Does more than 75 percent of the ASP's security staff have Certified Information Systems Security Professional (CISSP) or other security industry certification? If no, please explain.

3. Can the ASP show documented help desk procedures for authenticating callers and resetting access controls? If no, please explain.

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2.7 Implementation Plan

The Vendor is to provide an implementation plan in narrative format supported by an activity-level project plan using Microsoft Project 2007 that details how the proposed solution is to be implemented. This implementation plan should include the following elements:

1. General Implementation Approach2. Project Management Approach3. Hardware, Software & Storage Design and Installation Consulting4. Data Conversion Plan5. Report Development6. Integrations and Interfaces7. Pre-project and User Training8. Change Management Approach9. Testing10. Operational Redesign Approach11. System Documentation and Manuals12. Disaster Recovery Plan13. Knowledge Transfer14. Transition, On-Going Support and Maintenance

The Vendor should not be constrained to include only the above items in the Vendor’s proposal response if the Vendor feels that their proposed plan can add value to the overall implementation in additional ways.

It is expected that the Vendor will lead the efforts in ALL of the implementation areas described below unless stated otherwise. Further details on what is to be provided as part of the Vendor’s proposed implementation plan are included in the following subsections.

2.7.1 General Implementation Approach

Provide a general overview of the implementation approach you plan to use for the County that includes addressing the following items:

2.7.1 General Implementation Approach1. Describe how you transition from the

sales cycle to the implementation phase of the project.

2. Describe the key factors for success in this type of project.

3. Describe key differentiators of the approach as it relates to implementing a solution on time, within budget and with the ability to meet the needs of a diverse client like the County of


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Broward.4. Describe how you conclude on a

preferred implementation phasing of software modules. Please review the proposed Broward phasing and provide feedback including any alternative options that you believe would be more appropriate.

5. Describe the proposed nature of the transition period in moving from the current system to your solution.

6. Describe your approach towards running parallel systems for a period of time.

7. Provide a list of all deliverables to be developed on the project with their name and description.

8. Describe each environment that you propose to implement and the intent of each environment (e.g., test, development, QA, etc.).

9. Any unique tools, techniques or methods that you use should be described in this section.



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2.7.2 Project Management Approach

The County expects the Vendor to provide project management resources leading to the successful deployment of the system. The Vendor’s project manager will work as a team member with the County’s Project Management Office (PMO). It is expected that this project manager will be “on the ground” in Broward County as appropriate to team with the County PMO.

As part of any significant engagement, the County employs a project management approach that is based on the Project Management Institute’s Project Management Body of Knowledge (PMBOK). The County would expect responding vendors to adhere to such standards as part of the project.

2.7.2 Project Management Approach1. Provide an overall description of the Vendor project management approach

towards this type of engagement. This would include a description of the Vendor methods for support of each of the five project management phases of this project (initiating, planning, executing, controlling and closing).a. Initiating

b. Planning

c. Executing

d. Controlling

e. Closing

2. Indicate any tools, templates and methods that the Vendor plans to use to manage this project in the following areas:

a. Project charter developmentb. Risk assessment and

managementc. Communication managementd. Issues and action item

managemente. Meeting managementf. Change order management

3. The County requests that the Vendors respond to each of the following items related to project management:


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a. Based on information provided in this SOLICITATION and experience in working with other large municipal entities, what is the Vendor's perspective on the most significant risks to this project and how do you plan to mitigate these risks?

b. How does the Vendor plan to manage the vast amount of material that is produced during the project through potential solutions such as a collaboration environment?

c. To what degree does the County have access to Vendor’s work papers developed during the course of the project?

d. What is your process for monitoring, escalating and resolving issues that will arise during the project?

e. How do you propose to keep the project on task?

f. Provide a clear delineation of project management responsibilities between the County and the Vendor.

g. Provide specific information on project close-out activities to transition support to the County.

h. How will project management be resourced?

i. Provide an activity-level Work Plan, using MS Project, for achieving the successful deployment of your proposed Solution assuming a project start date of March 1, 2013. The Work Plan Response must identify the specific tasks that will be required to create deliverables. The Work Plan Response must be resource loaded. A resource assigned is allowed a maximum of 100% of their time available to be worked.

2.7.3 Hardware, Software and Storage Design and Installation Consulting

The County is expecting the Vendor to install the required hardware and communications equipment for applications. The Vendor is expected to specify, furnish, deliver, install and support all application and system software that may include pre-Broward County, FL RLI #R0866301R2 Centralized ERP Solution

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installing or equipment staging.1. What do you propose for the most

effective deployment of hardware, communications and related equipment?

Additionally, the County expects the selected vendor to conduct a test of the system backup and recovery solution prior to go-live.

2.7.4 Data Conversion Plan

Data conversion is expected to occur when migrating to the new application. The County would anticipate the Vendor to take the lead role in managing data conversion activities.1. Describe your general approach

towards data conversion and how you would work with the County to agree on what should be converted.

2. Describe the roles and responsibilities between your team and the County related to data conversion activities.

3. Do you foresee any issues in migrating data from the current County databases (SQL, Oracle, sequential file, etc.) into your system?

4. Provide your assumption for level support and pricing for assisting the County with data conversion activity.

2.7.5 Report Development

For specific reporting requirements, the Vendor will take the lead on developing any reports required as part of the initial deployment of the system. The Vendor is expected to provide knowledge transfer to the County staff during the development of needed reports, via technical training on the tools used for report development, database schema and architecture, etc.1. Provide information on your reporting

approach including:a. Description of various methods of

reportingb. What query tool is being proposedc. What report writer is being proposed,

including any Business Intelligence tools

d. Method for "certifying" developed reports.

2. What reports are available out-of-the-box? Provide a list and samples.


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3. Are these standard reports and is their implementation included in the base software cost? Or is there an additional cost/module?

4. Describe your pricing model for reports that are not included in the base software cost.

5. Describe your process for determining additional reports that will have to be developed (not out-of-the-box) and the effort needed to develop and test them?

6. Describe your pricing model custom report development.

7. It is expected that the system will provide the ability for end-user querying and reporting to be performed without impacting the performance of the transactional system. It is also expected that the system will provide the ability to upload and download information ensuring integrity of uploaded information. Does your proposal meet this expectation?

2.7.6 Integrations and Interfaces

It is expected that information generally would need to be entered only once into the system. Modules within the system should be integrated in real-time with each other such that batch processes are not required to transfer information from one area of the system to another unless that is the preference of the County. A listing of existing interfaces has been defined in Exhibit 4.1. What technologies has the Vendor

interfaced with and in what manner (e.g., IVR, Imaging, etc.)? Please list.

2. Describe your approach towards interfacing and integration with other solutions including use of specific tools, methods and standards.

3. As it pertains to the County’s current technical environment described previously, identify potential issues for integrating with specific technologies


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that are used within the County.4. Describe opportunities for making local

customizations or development of interfaces without compromising the integrity of the base system. If local customizations are made, do you provide any tools or assistance to easily incorporate customizations into new version/releases of your software?

5. Your proposed system must be able to export data to Microsoft Office 2010 products and report files in .pdf format and viewable via Adobe Acrobat Reader. Do you comply?

6. Does your proposed solution interface with or integrate with Microsoft Office (Word, Excel, Access, and PowerPoint)? If yes, describe and note areas of integration and versions supported.

7. Does your proposed solution interface with or integrate with Microsoft Exchange/Outlook 2010 and Active Directory? If yes, describe and note areas of integration and function and versions supported.

2.7.7 Training

The County has an expectation that:

1. Pre-project training will be performed for project team members to assist them in understanding how the new software will be able to support their business processes. We would assume that the Lead Consultants from your team would participate in these sessions to gain an understanding of the County business processes.

2. All end-user and technical training will be performed onsite through implementation and be performed by the Vendor. Exceptions to on-site training will be considered with the pros/cons of such an approach articulated to the County.

3. End user Implementation Training will use a train-the-trainer approach.4. Technical Implementation Training will include training for County staff who will be

trained on the technologies required to support the proposed solution. Training will be sufficient to enable personnel who will operate and maintain the software/system to achieve the level of proficiency required to support the County’s use of the software/system. The training must provide adequate instruction for individuals who will be managing the overall system.

5. Training should address the varied stakeholders who will have specific roles in using and supporting the system including, at a minimum, the following:

a. Decentralized end-usersb. Core users in the process owning departments


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c. Technical staff including business analysts, system administrators, security staff, system administrators, etc.

d. Executive level staff who need to understand how to review/approved workflows and extract information from the system

e. Help desk support stafff. Staff responsible for user permissions and workflow development and

maintenance

2.7.7 Training

The Vendor should provide an overall description of their Training strategy that addresses the following:1. Describe your overall approach to

training. Your strategy should take into consideration the specific solution you are proposing, the intent to use a train the trainer approach and the requirements related to implementation of the solution. The overall strategy should include the nature, level and amount of training to be provided, by role.

2. In addition:a. Provide specific detail related to the

approach towards training of County IT staff on the application and tools.

b. Provide specific detail related to the approach towards training of County staff on the solution.

c. Detail the foundational skills that will be required to support your solution. Include any required or suggested outside training that may be required.

Training Types and Documentation

1. Detail the types of training to be provided (classroom, online, VOD, etc.).

2. Detail the types of documentation that will be developed and provided to the County.


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3. Provide, by role, standard training information such as outlines, description of content, format, guaranteed outcomes or any other information that would assist the County evaluators in understanding the depth of the training provided.

4. Describe the tools that will be used in developing the training material and any technical requirements needed to support the training materials by the County.

5. Post implementation; describe ongoing training opportunities for your solution.

6. Indicate whether or not there is an ability for staff to take and be tested on training.

7. Provide a general schedule which defines when training is typically delivered in context to the overall implementation schedule (distinguish by role).

Training Logistics1. Define the physical and technical

training requirements, by role, needed to effectively deliver your proposed training approach.

2. Any training that cannot be easily accommodated or is not practical to be performed onsite should be specifically identified. Alternatively, the County is open to conducting remote training via the Internet but wishes to understand the pros and cons of such an approach.



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2.7.8 Change Management Approach

The County recognizes that moving from the current environment to a new solution is a significant undertaking and effective Change Management will be a crucial element to overall project success. As part of its current project governance structure, the County will be creating a Readiness Team that encompasses Communications, Change Management and Training requirements of the project. The Vendor should clearly explain their approach to Change Management and include specific information related to the following:

2.7.8 Change Management Approach

1. Describe your overall approach and strategy to the Change Management process. In your overview, include information on how you plan for and manage through the following:a. Organizational readiness and

assessmentb. Staff readinessc. Skills transitiond. Traininge. Identifying and mitigating change

roadblocks2. Provide an overview of your Change

Management plan and/or methodology. The plan description should identify roles and responsibilities clearly defining role ownership by Vendor and/or County resources. The County would be interested in understanding approaches to Change Management that would leverage a County staff member in the lead role as well as an alternate approach where the Vendor takes the lead role.

3. Provide examples of any typical tools or forms that may be used to support your Change Management approach.

4. Explain how Change Management will be resourced. If external resources are used, include a description to the Vendors relationship with the external resource addressing such topics as length, frequency and past experience with external resource.


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2.7.9 Testing

1. The vendor should describe their recommended approach to the following types of testing to be performed on the project and the type of assistance they propose to provide to the County related to testing:a. System Testingb. Integration Testingc. Stress / Performance Testingd. User Acceptance Testinge. Interface Testingf. Conversion Testingg. Testing of Configuration

Decisionsh. Workflow and Security Testing

2. Describe your process for ensuring that your software is at a state of quality such that User Acceptance Testing (UAT) goes smoothly versus discovering data conversion and software bugs during the UAT process.

3. Describe your process for transitioning from UAT to go-live considering the possibility of open issues that may require resolution.

4. Describe what approach is used to insure that UAT covers all critical components of the system, such as Month End, Quarter End, Year End, in the production environment.

2.7.10 Operational Redesign

With the deployment of a new application, the County must incorporate significant operational process redesign to leverage best practices and maximize the capabilities of the proposed solution. Vendors are requested to describe their approach towards operational redesign including, at a minimum, the following:1. Detail your approach to operational

process redesign. Describe who (by role) from your team facilitates the process.

2. Define the optimal timeline to conduct redesign as it relates to


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implementation of the new software. Provide sufficient detail to identify where there may be likely overlap of resources supporting the implementation effort as well as needing to participate in operational process redesign.

3. Description of deliverables that will be developed as part of operational redesign.

4. Describe the optimal model for County participation in the operational redesign process to best maximize your proposed solution.

5. Unique methods or techniques that are employed.

2.7.11 System Documentation and Manuals

The Vendor is expected to provide user manuals and online help for use by the County as part of the initial training and on-going operational support. Additionally, the Vendor is expected to provide technical documentation.1. Describe what documentation (user

guide, technical guide, training materials, etc.) is provided on the system proposed.

2. Describe what types of documentation you will be developing during the course of the project including technical documentation, core user documentation, end-user documentation, etc.

3. Describe what documentation is available for on-going operations, such as troubleshooting guides, etc.

4. Describe what documentation will be available to IT Staff for the installation of future fixes, versions, and/or upgrades, such as release notes, etc.

5. What service level does the vendor offer as to the accuracy of the system documentation? What process does the vendor use to insure the documentation is updated on a regular basis?


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6. Describe what efforts are made to provide documentation that is easy to use. Does the vendor make any investment in usability testing?

2.7.12 Disaster Recovery Plan

1. Describe the functions/features of your proposed system that enable effective business continuity and disaster recovery processes.

2. How do you propose to achieve effective data backup and recovery for your proposed system?

3. Does your system have any native capabilities to encrypt data being moved to portable storage media (tapes, CD, etc.)?

4. Describe any specific services you provide related to Disaster Recovery.

5. Additionally, the County expects the selected vendor to conduct a test of the system backup and recovery solution prior to go-live. Will you comply with this requirement?


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2.7.13 Knowledge Transfer

The Vendor should describe their process for ensuring that knowledge transfer occurs back to County staff such that staff is capable of supporting and maintaining the application in the most proficient manner once the Vendor implementation engagement is complete.


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2.7.14 Staffing Plan

The County has developed a proposed project governance structure for the project that is pictured below.

In developing this plan, the County assumes that there will be a 50/50 split between the level of effort provided by the County versus the Vendor as part of the implementation.

1. Resources will be required to be present on-site in Broward County all day Monday through Friday during each design, testing and training phase to ensure availability of the consultants to meet with SMEs (Subject Matter Experts) and other county staff.

2. Provide a Project Organization Chart augmenting the depicted Broward governance structure.


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3. Confirm the project governance provided and identify proposed changes to the governance structure.

4. The Vendor must detail the type and amount of implementation support to be provided (e.g., number of personnel, level of personnel, time commitment, etc.) (see Exhibit 6)

Include resumes for all personnel that will be assigned to the project including the following information:

a. Role on the projectb. Educational backgroundc. Number of years employed at your companyd. Number of year conducting their proposed role on the projecte. Certifications that are appropriate to the role they will be fulfilling on the project

(e.g., PMP certification)f. Relevant previous experiences

5. Identify the number of Vendor staff expected to be committed to the project, by role, and their estimated time commitment in terms of FTE time during the implementation (see Exhibit 6)

6. Provide a Vendor Rate Schedule including the role, name, years of experience, and hourly cost for each resource you are proposing (see Exhibit 6).

7. If the Vendor is using a subcontractor, please include the information requested in #6 for subcontracting staff being used and their specific role on the project.

2.7.14 Staffing Plan (continued)

8. Identify the degree to which Vendor staff will be on-site versus off-site during the project.

9. Demonstrate your ability to provide continuity of skilled consultant resources throughout the duration of the project.

10. Describe the degree to which activities will be performed during normal business hours versus off-hours. Note that normal County business hours are currently Monday through Friday 8:00 or 8:30 am to 4:30 or 5:00 pm.

11. In addition, the County


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requests that the Vendor provide a description of the resource requirements for the Vendor's staff and configuration needed during the implementation to include the following:

a. Number of workstations

b. Number and size of dedicated rooms for the project

c. Number of desks

d. Parking

e. Telephones

f. Network accessibility needs

g. White boards

h. Flip charts

i. Power requirements

j. Other resource needs

12. Likewise, the County requests that the Vendor provide the following with respect to expectations on County staff involvement during the project for a Vendor-hosted solution including the following:

a. Identification of the number of County staff expected to be committed to the project, by role, and their estimated time commitment in terms of FTE time during the implementation including technical and business staff within the County. Initial identification of project roles has been provided but should be supplemented or revised by vendors based on their experience in implementing their product in similar environments. (see Exhibit 6)

b. For technology resources required during the implementation include the following for each position:

a. Skill sets required for each positionb. Training required and whether the vendor provides this training


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2.7.15 Transition, Ongoing Support and Maintenance

The County has the following assumptions regarding the provision of on-going maintenance and support:

Application Maintenance

Application Maintenance (AM) is all activities required to keep the software package up to date or current. AM is the integration of vendor issued systems patches & fixes for the Broward County ERP Solution. Patches & Fixes can be delivered as individual Patches, Bundles, Maintenance Packs, and Service Packs. The standard operations components for AM are infrastructure and applications. Broward County must identify its target metrics for capacity, availability and response, as well as backup and recovery. Whether managed internally or externally, these services levels must be met to achieve a level of support and user satisfaction that leads to user adoption. The skills required to perform these services will depend on the system selected and the resources assigned to provide these services must be up to the task. The environment should be more simple than complex. Expected components of a comprehensive maintenance plan include the following:

Business continuity including data and system back-ups

Service monitoring including:

o Applications

o Database

o Hardware/network infrastructure

Patch management


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Application Support

Technical Support is typically provided through a 3-tiered support model as depicted below:

Tier 1 Support

The first step is to consolidate all help desks into one single point of contact with a corresponding email address and phone number. All requests that come into the Help Desk will be managed by Broward County employees, who in turn log requests into a Case Management Tool. This tool will be the central repository for all support requests and their resolution. These employees will perform the Tier 1 Support for Broward County. They will assign the request to taxonomy of potential impact areas by application. They will also track and finalize the resolution with the business user making the request. Upon logging the request, if the knowledge base used by the Help Desk does not provide the resolution to the request, the Help Desk escalates the request to the Technical Lead for the application. These systems are already in existence at Broward County.

Technical Lead Support

Once the Technical Lead receives a request, he/she must determine if the request is a Tier 2 or Tier 3 request. It is critical that the Technical Lead document the type of support request as well as monitor the appropriate response outlined in either the internal or external Service Level Agreement.


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Tier 2 Support

All Tier 2 requests are for corrections to the existing production environment due to a configuration, data or development object failure. Tier 2 requests must be evaluated with the corresponding support team: functional or technical. Once the evaluation determines the problem, the request will be scheduled and resolved or will become a Tier 3 request. All Tier 2 requests are corrections to the tested and approved production environment and as such are warranted. The Technical Lead shall assign the Tier 2 Request its highest priority classification and ensure that the required resources are available to resolve the request in a timely manner. The Technical Lead shall also provide status updates on a daily basis until the Event is resolved and signed off by the Business User. The generally accepted prioritization of Tier 2 Request Types, their description, response and resolution time and penalties will be negotiated post selection.

Tier 3 Support

Tier 3 requests are for new functionality or enhancements to the existing production system and must be designed and assigned a cost and priority. A budget will be established for Tier 3 requests on an annual basis.

Functional Support

A critical part of designing and developing the ERP Solution is functional configuration. The experts who configure the solution from the integration team will be leaving the project after the solution is in production (live). To provide ongoing support for configuration changes, an agreement is established with the integration provider either directly if ADM for the solution is managed internally or through the ADM provider if the ADM is managed externally.

1. For purposes of this RLI, the County is assuming that the Vendor will provide complete turn-key support and maintenance services for a Vendor-hosted solution, for the full five years. This includes all of the activities noted above to include on-going support and maintenance of all interfaces developed and/or implemented as part of the project as well as on-going functional support of the application.

2. The County requests a period of 3 months on-site post go-live support for each phase to monitor and assist in resolving post go-live issues.

3. The County requests the Vendor to provide on-site support staff during the first time processing for all critical components of the system including, at a minimum, Month End, Quarter End and Year End in the production environment. Please indicate in your proposal response what process components will be.


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2.7.15 Transition, Ongoing Support and Maintenance (continued)4. Specify the nature and conditions of

any post-implementation support options including:a. Transition support services as the

County migrates from implementation to an on-going operational environment.

b. Onsite support (e.g. system tuning, application configuration, interface issues, report development, network optimization, user training and tips to optimize the user experience).

c. Telephone support, including the minimum, maximum, and average response times (hours) provided as part of the basic support agreement and average response time for the past twelve (12) months.

d. Help Desk services for technical support and end users. Specify days and hours and any escalation options and procedures. If there is a Service Level Agreement for your Help Desk, please provide a copy with your response.

e. Toll-free support line.f. Users Group (i.e. - information

about it, where it is held and when.) If no, are you planning one?

g. Online knowledgebase (i.e. – how it is accessed, who updates it, etc.).

h. Online Problem Ticket system that the County can view via the Internet.

i. Online documentation to retrieve most current versions of documentation, including such things as Release Notes, etc.

j. Identify the Vendor’s business unit that is responsible for the support options provided above. In your response, please identify any part of your support structure that is located off-shore.

5. The County requests that the Vendor Broward County, FL RLI #R0866301R2 Centralized ERP Solution

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provide the following with respect to expectations on County staff involvement to provide on-going support of the application. This includes installing/applying any vendor supplied fixes, versions and/or upgrades, as well as maintaining interfaces, reports, and any other customizations or specialized code developed during the initial implementation. Please include the following information:a. Identification of an appropriate

governance in which to manage the application going forward

b. Identification of the number of staff expected to be committed to providing on-going application support, including the following (see Exhibit 6):

i. Roleii. Responsibilityiii. Estimated time commitment

in terms of FTE time including technical and business staff within the County

c. For IT staff resources, provide the following additional information as well:

i. Type of positions required (e.g., help desk, trainer, DBA, report developer, application support, system administrator, security administration, etc.)

ii. Number of FTEs within each position

iii. Skill sets required for each position

iv. Training required and whether the vendor provides this training

6. Will your support staff require remote access to the County’s network and/or systems in order to maintain and troubleshoot the system using remote access? If yes, describe the method(s) and security used.a. Can this remote access be

achieved through County's Microsoft Terminal Services


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Access Gateway Advanced environment, with RDP access to a County-maintained workstation that contains all required maintenance tools, and/or RDP access to application servers?

b. If an alternate remote access methodology must be used, describe what type of access is required and what the technology specifications?

7. Do you limit the number of County people who can call in for support? If yes, explain your model and how additional people can be included. If there is no limitation, the maintenance agreement should clearly state this fact. Are you agreeable to include such language in our contract?

8. Describe the types of support needed to keep the product under current support and to keep the product enhanced. Describe your maintenance programs and options.

9. Describe your process for notifying the customer and fixing bugs once they have been identified?a. What do you do to improve defect

detection and correction in your application development processes?

b. Provide information on known outstanding bugs in your software and how they are being addressed.

c. Before software is released into general use, describe the security testing performed. Who performs the testing? Describe the process.

d. What will you do to address vulnerabilities in your product discovered subsequent to us deploying your code? In what time interval will they be fixed (Critical & non-critical)?

e. Is the software organization that developed the software you are proposing rated using the Software Engineering Institute’s Capability Maturity Model (CMM)? If yes, what is the current rating for the


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organization that developed the proposed software? What organization performed the rating?

2.7.16 On-Going Operations

Operational aspects for managing the application in an on-going manner should be described to include, at a minimum, the following:1. Description of desired configuration in

terms of test, development, training, and production.

2. Description of mechanism to determine number of users simultaneously logged into the system.

3. Information on the batch window typically required for the application.

4. Information on the options for requiring password resets to be configured into the vendor’s solution.

5. Information on the specific procedures that will need to be instituted with the system that are the responsibility of the County versus the vendor in the Vendor-hosted environment.

6. How do you propose to achieve effective data backup and recovery for your proposed system?

7. Does your system have any native capabilities to encrypt data being moved to portable storage media (tapes, CD, etc.)?


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2.8 Cost Proposal

The County reserves the right to pursue direct purchase of all items and services proposed, as well as to obtain independent financing. Costs for the Vendor’s proposed solution must be submitted on the Proposal Pricing Forms provided in the Excel document, Exhibit 5.

Vendors shall consider the following as assumptions to be used when developing their Cost proposal.

1. The County is seeking a project Agreement that is fixed-price and/or not-to-exceed, with payment for software and services on a milestone basis. Be very specific as to which components of your pricing are considered fixed-price versus not-to-exceed in your response.

2. There are no additional charges for new releases or new versions of the proposed software as they are assumed to be covered as part of the software maintenance agreement.


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Documents

Exhibit 1 - Detailed Scope of Work 1... · Web viewDetailed information regarding County systems is contained in the Government Finance Officers Association Draft Technology