REQUEST FOR PROPOSALS CUSTOMER SERVICE TRACKING SYSTEM THE CITY OF CHARLOTTETOWN CHARLOTTETOWN PEI PROPOSALS ARE TO BE SUBMITTED PRIOR TO

Transcription

1 REQUEST FOR PROPOSALS CUSTOMER SERVICE TRACKING SYSTEM THE CITY OF CHARLOTTETOWN CHARLOTTETOWN PEI PROPOSALS ARE TO BE SUBMITTED PRIOR TO 12:00:00 NOON LOCAL TIME on FRIDAY DECEMBER 9th, 2011

2 TABLE OF CONTENTS 1. Request Requirements Pages Exhibits A - C - Submission Form Page

3 SCOPE OF SERVICES Introduction The City of Charlottetown has produced this Request for Proposals (RFP) for qualified firms to provide, install, and support (including the necessary training) a fully integrated Customer Service Tracking Program (CST) for use in all City Departments with the exception of Fire and Police. The successful CST solution will enable the Departments to improve upon the service to their customer citizens and provide the ability to measure its effectiveness to respond to service demands and/or enquires. Any solution must be available as either hosted or on-premise. Submissions are sought that demonstrate a proven track record in a municipal environment that are user-friendly to both the citizen and the municipal department and enables tracking, mapping, and work generated documents. Interested proponents are requested to submit written proposals covering the supply, installation, training and support for the City s CST System. The System will include the necessary software (if based in house), tracking and mapping capability and allow for the generation of meaningful reports for the individual departments. Proposals based on the requirements contained in this request document, shall be submitted on the attached proposal form, included as Appendix A, and shall include all additional information and attachments noted in this request. Mandatory Minimums The following requirements are mandatory minimums. Responders whom do not meet these mandatory minimums will be removed from the evaluation process. Experience Proposers must demonstrate a high level of competence in servicing the same proposed solution to at least five municipalities (hosted or on site). Overall Delivery Model - The City of Charlottetown intends to have the application hosted with the vendor for the duration of installation, build out, testing and initial deployment. On its discretion, the City will bring the application in-house and run the system in their environment. Firms need to provide reference cities where solutions are operating. 3

4 Migration Approach The City prefers to initially award a hosted solution with the intent to possibly migrate to an on-premise solution at some future point. It is anticipated that a hosted solution will be utilized for approximately 1 to 2 years. Firms shall indicate the approach and pricing methodology for transitioning the City to an on-premise solution. Licensing Requirements The City of Charlottetown requires that the proposed solution be licensed as a perpetual Enterprise license. Reporting Requirements Proposed solution must include on-board reporting capabilities as part of the product to allow the City to measure and manage performance of City departments. This on board reporting must allow certain users with certain permissions the ability to easily create, modify, generate and schedule certain reports. Mobile Applications Proposed solutions must offer: The ability to allow citizens to submit service requests directly from their mobile device. Proposers should demonstrate that they have deployed a minimum of three such municipal specific applications. A Mobile Management Application, available to the City at the time of deployment, which will allow City, staff the ability to manage service requests in the field from mobile devices. This Mobile APP must integrate directly to the offering product. Support and Maintenance Software maintenance and support should be included in the proposal and should be performed specifically by the proposer, not via subcontractor. Training The contractor will be required to provide on-site, online and ongoing training opportunities for City staff. Ongoing training should include a proven repertoire of ongoing webinars which allow City employees to interact with employees from other municipalities which use the same software solution to enhance the usefulness of the full functionality of the product. Contractor shall document in the proposal their training programs in detail, including description of training manuals, areas covered, number of employees who can 4

5 be trained, levels of staff and management to be trained, hours of training and other information that will allow for proper evaluation. Documentation Information Proposer shall submit with their proposal sufficient documentation to allow a fair evaluation of the system they propose to furnish. 1. System Documentation System documentation submitted must describe the operational features of the solution. System documentation must also illustrate the system flow, such as with flow charts, etc. The system requirements must also be included, as well as details of the site licensing agreement. 2. User Documentation Basic user documentation may include things such as screen examples, a list of screens, reports etc. Adequate user documentation shall be submitted with the proposal response. Failure to submit adequate documentation may result in proposal rejection. Describe your firm s experience in selling and supporting comprehensive CST solutions (both hosted and on-premise solutions) in the municipal market place. Provide the total number of (active) City/Municipal accounts in Canada and in the United States currently using the CST system being proposed. Indicate the approximate split between hosted and on-premise solutions for these Municipal accounts Indicate location of the nearest site to the City of Charlottetown currently using the proposed CST software solution. Submit a minimum of three (3) municipal references where your firm has provided the proposed CST solution in either a hosted or on-premise format. Provide name of municipality, contact person, phone number and address, description of software product installed, date of installation, on- premise or hosted, and briefly describe how the organization is using the product. The City reserves the right to evaluate additional references beyond those provided by firm Proposal must indicate the key personnel along with their roles in supporting this contract. Individuals named MUST be those actually dealing with the City of Charlottetown. 5

6 Payments Vendors are advised that the City has now moved to electronic payments on goods and services provided to the City. Payment of invoices will be made by way of Electronic Funds Transfer (EFT). The successful proponent will be required to provide the necessary banking information for registration on the City's system. Addendums Any addendums will be posted on the City of Charlottetown website ( Bidders are responsible for checking the website for quote/tender notices, documents, and addendums. The City is not responsible for ensuring bidders have obtained addendums. GST/Federal Tax GST or any applicable Federal Tax shall be an additional charge. City Contact Representative All companies contemplating submitting a proposal that may require additional information or have questions may contact Mr. Roy Main, CAO or Scott Ryan, Manager of Finance, P O Box 98, Charlottetown, PE. C1A 7K2 Phone or by to: rmain@charlottetown.ca or sryan@charlottetown.ca. Proposal Evaluation All submissions will be reviewed and short listed by an Initial Review Team consisting of the CAO, Manager of Finance, Manager of Public Works, Manager of Utility and Manager of Parks & Recreation. A short list of up to three (3) firms will then be reviewed by the following individuals in addition to the Initial Review Team: Chairman D. Redmond and Councillor R. Lantz. City Council will make the final decision on this RFP. 6

7 Evaluation Criteria: Functional Software Requirements 25% Company Stability and Vision 25% Pricing 20% Proven Solutions Responsiveness, Dependability 10% Technical Architecture, Industry Standard 15% Submittal Requirements Response 5% RFP Schedule Activity Time Date RFP Released November 18, 2011 Proposals Due December 9 th, 2011 Evaluations Complete Reference Site Calls Reference Site Visits Vendor demonstrations Bid Award Date Contract Negotiations Complete Tentative date on installation Tentative Go Live date December January January January February February March April Proposal Acceptance The City of Charlottetown reserves the right to reject any or all proposals and also reserves the right to accept any proposal. The decision on which proposal best satisfies the needs of City rests solely with City and any decision is not open to appeal. 7

8 Proposal Submission All proposals must be addressed to: Office of the Purchasing Officer 3 rd Floor, City Hall 199 Queen Street Charlottetown, PE C1A 4B7 ATTENTION: PURCHASING OFFICER All proposals must be submitted in a sealed envelope, clearly marked on the outside, RFP FOR CUSTOMER SERVICE TRACKING SYSTEM; Attention: Purchasing Officer. and/or fax submissions are also acceptable. If received on time providing that five (5) hard copies are provided at the earliest opportunity following closure. ALL PROPOSALS MUST BE RECEIVED PRIOR TO 12:00:00 NOON LOCAL TIME ON FRIDAY DECEMBER 9th, Proposals must be submitted on the attached Exhibits Five (5) copies of the complete proposal are to be submitted. 8

9 EXHIBIT A - SPECIFICATIONS A. SUPPORT & MAINTENANCE ITEM REQUIREMENT Y N COMMENTS 1 All company support staff is located in Canada. If not, specify North American location 2 Customer Care Staff are dedicated to support & implementation (i.e. time is not split between development and support) 3 There is a toll free 800 number at which live support is available for any issue 24 hours a day, 7 days a week (CST) Live support for CST system down issues, 24 hours/day, 7 days/week, 365 days/year 5 24 hour a day incident reporting and tracking is available through the company website 6 Remote or dial in support is available 7 The company has standard incident escalation procedures, explain 8 All support calls and incidents are tracked in a customer service tracking management CST system (CST) 9 The support department has a proven track record of resolving 95% of issues within 24 hours 10 The company has a software upgrade policy, where the maintenance support contract includes all releases free of charge 11 The company has a product development roadmap and development cycle 12 New releases of the software are released on a regular basis, at least once a year for continual development of the product incorporating customer enhancement requests, industry requirements and/or market needs 9

10 B. CST SYSTEM ITEM REQUIREMENT Y N COMMENTS 1 CST system is web based thus no client application needs to be installed 2 CST system is available as licensed or hosted version 3 Must be able to run CST system in multiple browsers 4 CST system has a single database supporting multiple users 5 CST system allows user to select a date from a pop-up graphical calendar. A pop-up calendar is available on all date fields; however, date can be entered manually. 6 CST system has online GIS mapping capabilities. 7 Auto-complete of citizen data on call taker screen 8 The CST system can handle large search returns 9 CST system allows authorizations and passwords to be administered according to a pre-defined client profile or user-role that determines which tables, screens, processes, etc. a person is permitted to access 10 CST system is password protected 11 Users can change their own password at any time 12 Password is not displayed while being typed 13 Staff users can be assigned multiple user roles 14 Administrators are able to suspend user access when a user is terminated 15 Session automatically logs out after a predetermined time of inactivity and a password screen appears. 16 CST system is scalable and robust (i.e. Successful implementation consisting of over 1,000 concurrent users). 17 CST system provides an audit trail of all database and table changes (e.g. date/time and person making changes) 18 Administrators are able to limit input and viewing capabilities via user security group 19 CST system-wide spell check capability 20 CST system has full call taker functionality 21 CST has robust report engine 10

11 ITEM REQUIREMENT Y N COMMENTS 22 CST system is available to user 7 days a week, 24 hours a day 23 CST system has one click close out process 24 CST has separate mobile device applications for management and field responders. 25 CST has integration with social media 26 CST has ability to create poll or exit/ satisfaction survey 11

12 C. TECHNICAL REQUIREMENTS ITEM REQUIREMENT Y N COMMENTS 1 The software follows open database standards. 2 The software is able to use MS SQL Server DB Platform. 3 The software writes directly to the MS SQL Server database without hitting any intermediate or proprietary database. 4 The software uses SQL and OLEDB standards. 5 No proprietary hardware requirements. 6 Compatible with or co-resident with Windows 2003/2008 Server Operating systems. 7 All communication between web client and server(s) is done via TCP/IP. 8 Provide industry standard documentation for your product. 12

13 D. CITIZEN REQUEST REQUIREMENTS ITEM REQUIREMENT Y N COMMENTS 1 CST system has the ability to create custom request types. 2 CST system has the ability to create custom request workflows for each request type. 3 Requests can be submitted directly by citizens over the web and via an operator (correspondence by phone, , mail, or in person). 4 All requests are automatically given a unique, sequential, time/date stamped ID number which is searchable. 5 Requests can be exported to external applications. 6 CST system allows for the identification of duplicate requests (by location, type, date range, and vicinity). 7 CST system is able to reassign a request to a different person/department at any point along the way. 8 CST system is able to route requests automatically to the person/department responsible for the request. 9 CST system is able to route requests into queue/tray where designated staff can accept and take responsibility for request. 10 Simple information requests can be setup to immediately supply the requested information, and automatically close the request without passing it to staff. 11 Multiple documents of any file type can be added to requests. 12 CST system has an automatic escalation process which includes an to management when deadline is not met after a predetermined and configurable time. 13 CST system must have multiple levels of escalations available for requests. 14 CST system allows other management staff to receive s when particular requests are entered. 15 Notes can be added to requests. Notes include date/time stamp and the user entering comment. 13

14 ITEM REQUIREMENT Y N COMMENTS 16 CST system allows notes to be tagged as internal or external (external notes can be viewed on a public website where internal notes can only be viewed by designated staff). Default shall be to internal. 17 CST system is able to show history of edits and updates made to a request. 18 CST system has the ability to provide an audit trail. 19 CST system is able to automatically notify citizen and staff when request is completed. 20 Requests can be designated for public access or internal access only. 21 Staff can view the entire workflow of a request to see what tasks (activities) come before and after. 22 Customized sets of questions can be created in the CST system and asked prior to request creation. 23 CST system allows different sets of questions to be attached to different requests 24 CST system allows answers to questions be in various forms (e.g. text box, radio button, dropdown, etc.). 25 When staff is away sick or on vacation, the CST system can automatically assign requests (including any or all of its tasks (activities)) to a different user. 26 CST system allows requests to have a scope of visibility (i.e. allow more sensitive or confidential requests to be visible and accessible only to specific staff). 27 Tasks (activities) in a request can be designated as mandatory or optional. 28 Requests can be reassigned to a different case type if request was accidentally submitted incorrectly. 29 Requests can be reassigned to a different department/staff at any point along the way. 30 Location maps must be included on printable service request trouble ticket. 31 Parcel data must be included on printable service request trouble ticket. 32 Requests can be automatically closed after tasks (activities) have been completed. 14

15 ITEM REQUIREMENT Y N COMMENTS 33 CST system allows closed requests to be reopened. 34 CST system has the ability for users to know how many service requests are currently in the queue waiting to be served. 35 CST system has the ability for users to know the average time spent with each request. 36 CST system has the ability for users to know how many requests have been entered. 37 CST system is able to create anonymous requests. 38 CST system has correspondence management that allows s to be created and mailed within the CST system through Microsoft Outlook. 39 CST system allows call takers to use an interactive map to identify and select a problem location. 40 CST system must have ability to add custom fields by service request type and submitter. 41 Ability to merge duplicate caller information 42 CST system has ability to provide scripts and prompts for call taker to gather service request info. 43 CST system has canned responses for call taker use. 44 CST system has ability to prompt citizen/submitter for additional info based on service request type. 45 CST system has ability to indicate number of knowledge base articles available for any service request type. 15

16 E. KNOWLEDGE BASE (KB) ITEM REQUIREMENT Y N COMMENTS 1 CST system has a knowledge base (KB) component that utilizes web content management functionality. 2 KB is accessible through username/password permissions. 3 Workflows can be built into KB to allow users to approve, simply edit, and publish content in real time. 4 KB has the ability to publish frequently asked questions. 5 KB has the ability to publish frequently requested documents. 6 KB has native searching capabilities. 7 KB can be separated into internal and external sites. 8 KB has ability to indicate number of knowledge base articles available for any service request type. 16

17 F. INTEGRATION ITEM REQUIREMENT Y N COMMENTS 1 CST system must be tightly integrated with an ESRI GIS system. Layers must be imported and used by the CST system. 2 CST System has ability for API to other systems including, but not limited to work order, timekeeping and asset management systems. 3 CST system must be able to send bi-directional information (depending on technology of host system) in real time using standard API technology. 4 The vendor is responsible for the creation of the integration connectors. 5 The support and maintenance of the integration component is managed by the vendor and covered as part of their support and maintenance agreement. 17

18 G. INTERNET ITEM REQUIREMENT Y N COMMENTS 1 Citizens have the ability to login and enter requests over the internet. 2 Citizens are able to add attachments to their requests. 3 CST system allows citizens to login and track their requests over the internet. 4 Ability to integrate the CST into existing City website. 5 CST system is scalable to accommodate multiple Internet customers performing transactions simultaneously. 6 Internet CST system is scalable across multiple servers. 7 Internet CST system uses Microsoft IIS. 8 CST system has ability to indicate number of knowledge base articles available for any service request type. 9 Citizens have ability to search knowledge base based on service request type. 18

19 H. REPORTING FEATURES ITEM REQUIREMENT Y N COMMENTS 1 CST system has standard reports which can be edited. 2 CST system has ability to create custom reports through a robust onboard report builder. 3 Reports will be available based on user permissions (i.e. different users will have reports available to them) 4 Management users can view detailed reports to analyze performance. 5 Reports can be previewed and printed from a web browser. 6 Reports can be exported from CST system (e.g. MS Excel, PDF, etc.). 7 Reports can integrate to GIS to provide map based reports. 8 CST system has an interactive management dashboard reports. 9 Reports can be scheduled to auto run and sent by . 19

20 EXHIBIT B QUALIFICATIONS QUESTIONNAIRE ITEM QUALIFICATIONS Y N COMMENTS 1 Does 1 the company have significant local government market presence as shown by multiple customer installations in North America? 2 Is 2 the Company s core business providing solutions to local government? 3 Please 4 explain the Company s stability along with the average annual revenue. 4 The 5 company has staff members dedicated to the local government market. 5 The company offers user group meetings

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22 EXHIBIT C - BEST AND FINAL COSTS RESPONSE Note: As a convenience to Proposers, the following document is available in modifiable form and is posted with the other RFP documents on the City s Purchasing Website. Proposers are cautioned any modification of the requirements contained in the documents may result in your proposal being rejected. In the event of any conflict between the information contained in the modifiable documents and the documents contained in the RFP, the documents in the RFP shall prevail. Description of Cost 1. Software license fees a. Initial one time perpetual license fees b. Implementation Data gathering, unloading service request types, citizen database, streets, districts,,users, groups, routes, all business intelligence, knowledge base build out, web form, citizen login Cost c. Total 2. Implementation costs a. Configure Phase 1 Software b. User Training/Testing c. Post Go-live support d. Annual Maintenance and Support Total Referred to City of Charlottetown Website for Addendums: Yes No 22