Customer Traffic Management (CTM) System Operations, Maintenance, and Support TORFP

Transcription

1 Consulting and Technical Services II (CATS II) Task Order Request for Proposals (TORFP) Customer Traffic Management (CTM) System Operations, Maintenance, and Support TORFP CATS II TORFP # J00B Motor Vehicle Administration ISSUE DATE: November 10, 2011 SMALL BUSINESS RESERVE ONLY!! 1

2 NOTICE TO BIDDERS SMALL BUSINESS RESERVE PROCUREMENT This is a Small Business Reserve Procurement for which award will be limited to Certified Small Business vendors. Only businesses that meet the statutory requirements set forth in State Finance and Procurement Article, , Annotated Code of Maryland, and who are registered with the Department of General Services Small Business Reserve Program are eligible for award of a contract. For the purposes of a Small Business Reserve Procurement, a small business is a business, other than a broker, that meets the following criteria: The business is independently owned and operated; The business is not a subsidiary of another business; The business is not dominant in its field of operation; The wholesale operations of the business did not employ more than 50 persons, and the gross sales of the business did not exceed an average of $4,000,000 in its more recently completed 3 fiscal years;* The retail operations of the business did not employ more than 25 persons, and the gross sales of the business did not exceed an average of $3,000,000 in its most recently completed 3 fiscal years;* The manufacturing operations of the business did not employ more than 100 persons, and the gross sales of the business did not exceed an average of $2,000,000 in its most recently completed 3 fiscal years;* The service operations of the business did not employ more than 100 persons, and the gross sales of the business did not exceed an average of $10,000,000 in its more recently completed 3 fiscal years;* and The construction operations of the business did not employ more than 50 persons, and the gross sales of the business did not exceed an average of $7,000,000 in its most recently completed 3 fiscal years.* The architectural and engineering operations of the business did not employ more than 100 persons, and the gross sales of the business did not exceed an average of $4,500,000 in its most recently completed 3 fiscal years*. * If a business has not existed for three years, the gross sales average is computed for the period of the business's existence. For newly formed businesses the determination will be based upon employment levels and projected gross sales. Further information on the certification process is available at and click on the Small Business Reserve hyperlink. 2

3 TABLE OF CONTENTS SECTION 1 - ADMINISTRATIVE INFORMATION RESPONSIBILITY FOR TORFP AND TO AGREEMENT TO AGREEMENT TO PROPOSAL SUBMISSIONS ORAL PRESENTATIONS/INTERVIEWS MINORITY BUSINESS ENTERPRISE (MBE) (NOT APPLICABLE TO THIS TORFP) CONFLICT OF INTEREST NON-DISCLOSURE AGREEMENT LIMITATION OF LIABILITY CEILING CONTRACT MANAGEMENT OVERSIGHT ACTIVITIES 8 SECTION 2 SCOPE OF WORK PURPOSE REQUESTING AGENCY INFORMATION MANAGEMENT ROLES AND RESPONSIBILITIES SYSTEM BACKGROUND AND DESCRIPTION PROFESSIONAL DEVELOPMENT REQUIREMENTS TO CONTRACTOR PERSONNEL DUTIES AND RESPONSIBILITIES WORK HOURS SERVICE LEVEL AGREEMENT AUDIT REQUIREMENT PERFORMANCE PROBLEM MITIGATION SUBSTITUTION OF PERSONNEL HARDWARE, SOFTWARE, AND MATERIALS DELIVERABLES REQUIRED POLICIES, GUIDELINES AND METHODOLOGIES TO CONTRACTOR PERSONNEL MINIMUM QUALIFICATIONS TO CONTRACTOR EXPERTISE REQUIRED INVOICE SUBMISSION PREMISES AND OPERATIONAL SECURITY: 18 SECTION 3 - TO PROPOSAL FORMAT AND SUBMISSION REQUIREMENTS REQUIRED RESPONSE FORMAT 20 SECTION 4 - PROCEDURE FOR AWARDING A TO AGREEMENT 4.1 EVALUATION CRITERIA TECHNICAL CRITERIA SELECTION PROCEDURES COMMENCEMENT OF WORK UNDER A TO AGREEMENT 22 ATTACHMENT 1 - PRICE PROPOSAL 23 ATTACHMENT 1A - PRICE PROPOSAL FOR CATS II TORFP 24 ATTACHMENT 1B - PRICE PROPOSAL FOR CATS II TORFP 25 ATTACHMENT 2 MINORITY BUSINESS ENTERPRISE FORMS 26 ATTACHMENT 3 - TASK ORDER AGREEMENT 35 3

4 ATTACHMENT 4 - CONFLICT OF INTEREST AFFIDAVIT AND DISCLOSURE 38 ATTACHMENT 5 - LABOR CATEGORY PERSONNEL RESUME SUMMARY 39 ATTACHMENT 6 DIRECTIONS FOR PRE-BID 41 ATTACHMENT 7 - NON-DISCLOSURE AGREEMENT (OFFEROR) 42 ATTACHMENT 8 - NON-DISCLOSURE AGREEMENT (TO Contractor) 43 ATTACHMENT 9 TO CONTRACTOR SELF-REPORTING CHECKLIST 45 ATTACHMENT 10 LIVING WAGE AFFIDAVIT OF AGREEMENT 47 EXHIBIT A 48 EXHIBIT B - O&M STATUS REPORT 49 ATTACHMENT 11- CONSULTING AND TECHNICAL SERVICES (CATS)AGENCY ACCEPTANCE OF DELIVERABLE FORM 50 ATTACHMENT 12 -MVA BRANCH OFFICES 51 ATTACHMENT 13 - CURRENT HARDWARE INVENTORY LIST 52 ATTACHMENT 14 -MVA HELPDESK GUIDE 53 ATTACHMENT 15 - MVA MAINTENANCE AND REPAIR SERVICE CALL LISTS 54 ATTACHMENT 16 -MVA MAINTENANCE AND REPAIR EXAMPLE OF CURRENT SPARES 56 ATTACHMENT 17 - SMALL BUSINESS CONTRACT AFFIDAVIT 57 ATTACHMENT 18 CRIMINAL BACKGROUND CHECK AFFIDAVIT 58 4

5 KEY INFORMATION SUMMARY SHEET This Consulting and Technical Services II (CATS II) Task Order Request for Proposals (TORFP) is issued to obtain the services necessary to satisfy the requirements defined in Section 2 - Scope of Work. All CATS II Master Contractors approved to perform work in the functional area under which this TORFP is released are invited to submit a Task Order (TO) Proposal to this TORFP. Master Contractors choosing not to submit a proposal must submit a Master Contractor Feedback form. The form is accessible via your CATS II Master Contractor login screen and clicking on TORFP Feedback Response Form from the menu. In addition to the requirements of this TORFP, the Master Contractors are subject to all terms and conditions contained in the CATS II RFP issued by the Maryland Department of Information Technology and subsequent Master Contract Project Number 060B , including any amendments. TORFP NAME: FUNCTIONAL AREA: TORFP ISSUE DATE: Customer Traffic Management System O&M Functional Area 5 Software Engineering 11/10/2011 Closing Date and Time: 12/14/2011 at 2:00 PM TORFP Issuing Office: Maryland Department of Transportation (MDOT) Motor Vehicle Administration (MVA) Office of Planning & Finance (OPF) Planning & Programming Division (PPD) Questions and Proposals are to be Donna Ziegenhein sent to: dziegenhein@mdot.state.md.us TO Procurement Officer Donna Ziegenhein Office Phone Number: dziegenhein@mdot.state.md.us TO Manager: Abul Hassan Office Phone Number: Office FAX Number: ahassan@mdot.state.md.us Project Number: J00B TO Type: Fixed Price & Time and Materials Period of Performance: NTP through May 31, 2014 MBE Goal: 0 Percent Small Business Reserve (SBR): YES Primary Place of Performance: Motor Vehicle Administration Room Ritchie Highway Glen Burnie, MD State Furnish Work Site and/or n/a Access to Equipment, Facilities or Personnel: TO Pre-Proposal Conference: Motor Vehicle Administration One Orchard Road 5

6 6 Glen Burnie, MD OIR Building Training Room B November 30, 2011 at 1:00 PM See Attachment 6 for Directions

7 SECTION 1 - ADMINISTRATIVE INFORMATION 1.1 RESPONSIBILITY FOR TORFP AND TO AGREEMENT The Task Order (TO) Procurement Officer has the primary responsibility for the management of the TORFP process, for the resolution of TO Agreement (TOA) scope issues, and for authorizing any changes to the TOA. The TO Manager has the primary responsibility for the management of the work performed under the TOA; administration functions, including issuing written directions; ensuring compliance with the terms and conditions of the CATS II Master Contract; and, in conjunction with the selected Master Contractor, achieving on budget/on time/on target (e.g., within scope) completion of the Scope of Work. 1.2 TO AGREEMENT Based upon an evaluation of TO Proposal responses, a Master Contractor will be selected to conduct the work defined in Section 2 - Scope of Work. A specific TOA, Attachment 3, will then be entered into between the State and the selected Master Contractor, which will bind the selected Master Contractor (TO Contractor) to the contents of its TO Proposal, including the price proposal. 1.3 TO PROPOSAL SUBMISSIONS The TO Procurement Officer will not accept submissions after the date and exact time stated in the Key Information Summary Sheet above. The date and time of submission is determined by the date and time of arrival in the TO Procurement Officer s box. The TO Proposal is to be submitted via as two attachments in MS Word format (with the exception of the forms that require a signature, those forms can be submitted as a.pdf attachment. The subject line in the submission shall state the TORFP #J00B The first file will be the TO Proposal technical response to this TORFP and titled, CATS II TORFP #J00B Technical. The second file will be the financial response to this CATS II TORFP and titled, CATS II TORFP #J00B Financial. Please note that the MDOT system has an 8 MB limit on transmission. Therefore, multiple transmissions are acceptable if they are clearly denoted (i.e. #1 of, #2 of, #3 of etc.) Vendors are solely responsible for assuring that their bids are delivered to the inbox of the procurement officer on or before the scheduled time and due date for this TORFP. The following proposal documents must be submitted with required signatures as.pdf files with signatures clearly visible: Attachment 1 Price Proposal Attachment 2 MBE Forms D1 and D-2 (Not applicable to this TORFP) Attachment 4 - Conflict of Interest and Disclosure Affidavit Attachment 5 Labor Category Personnel Resume Summary Attachment 7 Non Disclosure Agreement (Offeror) Attachment 10 Living Wage Affidavit of Agreement Attachment 17 Small Business Reserve Affidavit Proof of A+ Certification for proposed candidate(s) 1.4 ORAL PRESENTATIONS/INTERVIEWS All Master Contractors may be required to make an oral presentation to State representatives. Significant representations made by a Master Contractor during the oral presentation shall be submitted in writing. All such representations will become part of the Master Contractor s proposal and are binding, if the Contract is awarded. The TO Manager will notify Master Contractor of the time and place of oral presentations. All interviews (oral presentations) must be made in person no deviations. 7

8 1.5 MINORITY BUSINESS ENTERPRISE (MBE) (NOT APPLICABLE TO THIS TORFP) A Master Contractor that responds to this TORFP shall complete, sign, and submit all required MBE documentation (Attachment 2 - Forms D-1 and D-2) at the time it submits its TO Proposal. Failure of the Master Contractor to complete, sign, and submit all required MBE documentation at the time it submits its TO Proposal will result in the State s rejection of the Master Contractor s TO Proposal. 1.6 CONFLICT OF INTEREST The TO Contractor awarded the TOA shall provide IT consulting services for State agencies or component programs with those agencies, and must do so impartially and without any conflicts of interest. Each Master Contractor shall complete and include a Conflict of Interest Affidavit in the form included as Attachment 4 this TORFP with its TO Proposal. If the TO Procurement Officer makes a determination that facts or circumstances exist that give rise to or could in the future give rise to a conflict of interest within the meaning of COMAR A, the TO Procurement Officer may reject a Master Contractor s TO Proposal under COMAR B. Master Contractors should be aware that the State Ethics Law, State Government Article, , might limit the selected Master Contractor's ability to participate in future related procurements, depending upon specific circumstances. 1.7 NON-DISCLOSURE AGREEMENT Certain system documentation may be available for potential Offerors to review in room #223 at MVA, 6601 Ritchie Highway NE, Glen Burnie MD Offerors who review such documentation will be required to sign a Non-Disclosure Agreement in the form of Attachment 7. Please contact the TO Manager of this TORFP to schedule an appointment. In addition, certain documentation may be required by the TO Contractor awarded the TOA in order to fulfill the requirements of the TOA. The TO Contractor, employees and agents who review such documents will be required to sign, including but not limited to, a Non-Disclosure Agreement in the form of Attachment LIMITATION OF LIABILITY CEILING Pursuant to Section 27 (C) of the CATS II Master Contract, the limitation of liability per claim under this TORFP shall not exceed the total TOA amount. 1.9 CONTRACT MANAGEMENT OVERSIGHT ACTIVITIES The Department of Information Technology (DoIT) is responsible for contract management oversight on the CATS II Master Contract. As part of that oversight, DoIT has implemented a process for self-reporting contract management activities of CATS II task orders (TO). This process shall typically apply to active TOs for operations, maintenance, and support valued at $1 million or greater, but all CATS II TOs are subject to review. Attachment 9 is the TO Contractor Self-Reporting Checklist. DoIT will send initial checklists out to applicable TO Contractors approximately three months after the award date for a TO. The TO Contractor shall complete and return the checklist as instructed on the checklist. Subsequently, at six month intervals from the due date on the initial checklist, the TO Contractor shall update and resend the checklist to DoIT. 8

9 2.1 PURPOSE SECTION 2 SCOPE OF WORK The Maryland Department of Transportation (MDOT) is issuing this CATS II TORFP on behalf of the Motor Vehicle Administration (MVA) to obtain hardware system support for plug & play items in conjunction with an existing Commercial Off-The Shelf (COTS) based product dubbed Q-Flow. Said support includes the warranty and potential replacement of all Customer Traffic Management (CTM) System related hardware equipment located in all 24 MVA Branch Offices Statewide. CTM hardware includes front-end equipment such as Liquid Crystal Display (LCD) Screens, Kiosk Units, Printers, and Scanners, as well as backend equipment such as Media Players, Speakers, and Amplifiers. Support must be inclusive of the aforementioned and all related items; for example, the Category (CAT) 6 wiring that connects the LCD monitor to the Media Player or Speaker(s). Response time and extent of warranty must be clearly defined and adhered to in respect of existing internal parameters relating to the same issue; existing parameters can be seen by viewing Attachment 14. The philosophy of transparency and cooperation between internal technical support and an external TO Contractor is MVA s approach toward striving to lower and manage information technology cost while improving efficiency through resource optimization, consolidation and standardization where it makes sound business sense. The MVA estimates approximately 250 hours per year for the life of the contract to be utilized in the areas of Process, Change, and Re-engineering during the term of this CATS II contract. 2.2 REQUESTING AGENCY INFORMATION MDOT is an agency of the Executive Branch of Maryland State government. The MVA is a modal administration of MDOT, and is responsible for the issuance of driver licenses, identification cards, and vehicle titles, tags and registrations. The MVA is transitioning its approach to effective and efficient delivery of government services through the implementation of Managing for Results, which focuses on results as well as processes. The MVA s central offices are located in Glen Burnie, Maryland. There are 24 MVA branch offices statewide (See attachment 12). 2.3 MANAGEMENT ROLES AND RESPONSIBILITIES TO Procurement Officer MDOT representative responsible for managing the TO solicitation and award process, change order process, and resolution of TOA scope issues. Procurement involvement in relation to TOA scope issue occurs at the request of and the sole discretion of the TO Manager. TO Manager MVA representative responsible for managing the day to day activities of the TO including the direct supervision of the on-site Contractor personnel. The TO Manager will also be responsible for preparing the TO solicitation, review and approval of proposed change orders, review and approval of proposed substitution of personnel, reviewing and approving invoices and monitoring and reporting Contractor personnel performance. TO Contractor Key Management Personnel Representative of the TO Contractor who oversee their personnel assigned under this TO. This representative will be the point of contact for managing and correcting any disputes related to this TO. This representative will also be responsible for the preparation and submittal of invoices by the due date defined in this TO, as well as, any other correspondence relating to this TO and its activities. 2.4 SYSTEM BACKGROUND AND DESCRIPTION The CTM is the MVA's current system used in MVA's branch offices to control walk-in customer traffic, and to collect customer wait-time and transaction time data; a full listing of the deployment sites can be viewed in Attachment 12. CTM also collects service counter information regarding operator utilization. The CTM system is 9

10 run by a proprietary software product Q-Flow which is owned by Advance Customer Flow (ACF) Technologies. The CTM software operates in a Structure Query Language (SQL) 2005 environment and is connected to multiple sites via the MVA intranet. At present, all reports are self-contained, with the exception of a SQL replication procedure that duplicates database information for ad-hoc reporting purposes. The self-contained nature of the reports may change if the MVA invests in a program called WebFocus which will translate the source code inside the CTM SQL environment and create meta-data as a result. All data within the SQL database relating to CTM is stored in one of several virtual servers (VM Ware) accessed frequently for updates to wait time calculations and real time reporting of various customer traffic and service statistics. Customer wait times and service times are tracked through the issuance of CTM tickets produced by CTM controlled ticket dispensers via a live agent located at an information desk or via a stand-alone Kiosk unit. When a ticket is issued, CTM logs the time as the beginning of the customer's wait or session time. When the customer is called to an appropriate workstation, the wait-time is categorized as ended based on the customer agent scanning a barcode on the CTM ticket and it is then that the service time begins. When the customer service operator completes one request and calls the next customer, or abandons or cancels a ticket, the customer's service time is ended. The customer session time is the sum of the wait time and service time. The system tracks any additional time expended by the operator in completing the customer transaction once the customer has left the service area. The ticket issued by the dispenser also identifies the type of transaction requested by the customer through a designated service category in association with an alpha character and a number showing the overall queue threshold for that given service (The queue is reset each day at each Branch to 001). The physical ticket contains a brief text description of the branch name and location, as well as a barcode that is scanned at the agent counter for verification of issuance. While an MVA operational goal is to reduce walk-in traffic through increased self-service and third party transactions, CTM is in place to better manage the expected increase in traffic in association with various changes in regulations and/or normal sustained growth patterns that may, over time, increase traffic. Customer Service. A major objective of CTM is to improve the wait time, orderliness and customer environment for walk-in customer service at MVA offices by improving the timeliness and accuracy of information used for management decisions. Productivity Enhancement. CTM provides the necessary features to formulate, monitor, and gauge productivity, including timely deployment of staff among different service areas per office. 2.5 PROFESSIONAL DEVELOPMENT Networking technology and software products continuously change. The TO Contractor must ensure continuing education opportunities for the personnel provided. This education would be associated with the technologies currently utilized by the Motor Vehicle Administration or anticipated to be implemented by the MVA in the near future. With MVA prior approval, the time allocated to these continuing education activities for staff deployed to MVA on a full-time basis may be charged to this task order. Actual course costs are the responsibility of the TO Contractor. The primary type of education being requested here is information relating to products that may enhance existing and future capabilities of the MVA in line with its strategic goal and mission. 2.6 REQUIREMENTS TO CONTRACTOR PERSONNEL DUTIES AND RESPONSIBILITIES At a minimum, the work to be accomplished by the TO Contractor personnel under this TORFP shall consist of the following: 10

11 2.6.2 TO Contractor shall perform all maintenance and repair in a consistent manner to ensure continuous operation of the system at all locations TO Contractor shall be responsible for the support and repair of all equipment under this TORFP. An MVA Maintenance and Repair Service Call List showing the type of equipment and number of repairs per week is located in Attachment TO Contractor shall produce a bi-weekly report, as part of the project status reporting, that details all maintenance and repair work performed for the two weeks prior TO Contractor shall respond via phone to all service calls placed to the TO Contractor by the MVA Support Unit within the principal period of maintenance/repair within 15 minutes of receipt of a call. The principal period of maintenance and repair is from 8 a.m. until 5:00 p.m. ET, Monday through Friday and 8:00 a.m. until 1:00 p.m. ET on Saturday. If a system goes down, maintenance and repair personnel shall be on site within 2 hours, with some exceptions as outlined in section 2.6.7, and the system shall be restored to its original operating status without quality delays and/or associated degradation within 4 hours (total down time not to exceed 4 hours). The TO Contractor shall document response times by producing a pre-printed form in which the date and time is stamped by the manager on site and said copy shall be furnished in the bi-weekly status report. If the Service Level Agreement (SLA) is not met, the TO Contractor shall deliver to the MVA TO a written report for review and approval by close of business of the following business day that documents the reason for non-compliance and recommends to the MVA a solution that will prevent the problem from happening again. TO Contractor personnel shall be available during MVA business hours, 8:00 AM to 5:00 PM, local time, Monday-Friday, to conduct or participate in meetings correlated activities that require the participation of both State and TO Contractor personnel TO Contractor shall complete replacement of critical system components (i.e., Displays, Kiosk Units, Printers, Scanners) and return the system back to normal operating conditions within 4 hours after the problem was reported. If critical system components cannot be replaced within the 4-hour limitation, the TO Contractor shall notify the MVA and provide an estimate as to when the replacement will be completed. Until the repair/replacement is completed, the TO Contractor shall provide an alternative solution to provide the functionality lost due to the hardware failure, at no additional cost to MVA. If the equipment removed includes consumables (plastic covers, laminate, ribbons, etc.), the TO Contractor shall be required to reinstall the consumables in the replacement equipment. If the SLA is not met, the TO Contractor shall deliver to the MVA a written report that documents the reason for non-compliance and recommends to the MVA a solution that will prevent the problem from happening again At the sole discretion of the TO Manager the repetitive and/or recurrent issues may be escalated up the chain of command through the procurement process whereby the MVA seeks liquidated damages in the form of full reimbursement in association with all claims relating to noncompliance TO Contractor shall notify, in writing, the MVA Supervisor or responsible equipment officer at each location as to what equipment has been moved or replaced and what equipment has been provided as a replacement. The TO Contractor shall document the move or replacement work in the bi-weekly status report. At a minimum, this list should include, for both the old and new equipment, the date of move or replacement, branch office location, MVA Asset number, serial number, manufacturer and model number, and the MVA Helpdesk Number associated with the move or replacement. The MVA Helpdesk Number will be provided by the MVA IT staff at the initial point of contact when a problem is reported TO Contractor shall, for all hardware in service or on stand-by, provide the manufacturer recommended cleaning, dust removal, and general preventative maintenance in order to promote optimal hardware performance. The planned method and schedule for preventative maintenance shall be tracked in the bi-weekly status report. Preventative maintenance to promote optimal hardware performance does not include system patches and upgrades, unless specifically requested by the MVA through a Change Order. The Preventative Maintenance Plan shall be submitted to the MVA TO Manager within 30 days from the 11

12 Kick-Off meeting TO Contractor shall create production schedules for items such as LCD TV s so that they automatically shut off and on at times designated by the TO Manager. This production schedule shall be submitted to the MVA within 30 days from the Kick-Off Meeting TO Contractor shall provide a single point of notification for all maintenance and repair problems during the hours of the principal period of maintenance and a 24-hour toll free telephone number for the purpose of contacting the TO Contractor's call center or help center. The TO Contractor s hardware maintenance and repair staff shall receive, both via and by phone to the TO Contractor s system support contact number, questions and requests for assistance from the MVA's Help Desk. Each TO Contractor staff member shall have a telephone number where they can be reached in an emergency situation for on-call purposes TO Contractor shall develop a Communication Plan with their contact information, present it at the Kick-Off Meeting, and keep it current and available to the MVA throughout the project TO Contractor shall replace any hardware component that has more than three service calls in any consecutive 90-day period, if requested by the MVA. This will be exercised by the MVA when, at its discretion, the MVA believes that equipment service is not resolving a recurring problem. The TO Contractor shall complete such a replacement request within 24 hours of notification, at no additional cost to MVA TO Contractor shall perform support and repair services during non-business hours, on a time and materials basis to be approved by the TO Manager TO Contractor shall provide to the MVA, via , a comprehensive problem and resolution report on a bi-weekly basis. This report shall provide a detailed and prioritized list of all system issues reported in the past week and the current status of those issues. Summary statistics such as average response times, average turnaround time, and call frequency, shall also be included. The bi-weekly report shall be submitted in MS word with hard copies distributed at the meeting TO Contractor shall maintain an accurate, up-to-date, complete asset inventory list of all supported hardware and equipment submitted to the MVA TO Manager a quarterly basis. The inventory list shall include, at a minimum, the item location, MVA asset tag number, serial number, manufacturer, model number and item description, and shall be maintained in MS Excel. See Attachment 13 as a reference. MVA TO Manager has the right to request modification of the inventory list as he/she sees fit. Modification of said documentation will occur at no cost to the MVA TO Contractor shall perform support, repair, or replacement of equipment that is inoperative due to accidental damage (damage that is not caused by normal use or wear in the MVA environment) and shall handle no-cause calls (problem was fixed by MVA before the technician arrived and a service cancellation call was not made) on a time and materials basis. The TO Contractor s field technicians determine an accidental damage condition while they are at the MVA Branch Office requesting the repair (if the accidental damage is determined at the workbench, more extensive documentation is required, e.g. pictures). The field technicians shall document the determination of accidental damage or no-cause calls and detail the determination on the repair ticket. Both the TO Contractor field representative and the MVA Branch manager/supervisor will sign in agreement of the accidental damage or no-cause determination and a copy will be given to the MVA Branch manager/supervisor. The TO Contractor shall invoice the cost of an accidental damage repair/no-cause call within sixty (60) days from the repair ticket date. If the cost of an accidental damage repair/no-cause call is not invoiced within sixty (60) days from the repair ticket date, the cost of the repair shall be waived. The TO Contractor shall have on the invoice enough information to relate back to the signed repair ticket. The invoice shall have supporting documentation that verifies the technicians travel hours, bench repair hours worked (when the equipment is 12

13 returned to the TO Contractor s repair facility for repair or mutually agreed alternative), the costs of any materials, and any other expenses (e.g., shipping). The MVA will not pay for accidental damage repair that cannot be validated by a signed repair ticket or for a repair made without detailed cost documentation. The MVA and the TO Contractor will negotiate the final decision in the event there is a disagreement that a repair is an accidental damage repair/no-cause calls repair TO Contractor shall ensure that any and all support to any hardware which would include any network, software facilities updates, comply with documented specifications and standards, pass performance testing criteria, and are formally approved by the MVA. Performance testing criteria shall be documented to the MVA in a Performance Management Plan TO Contractor shall ensure that hardware support maintains full compatibility with all interfacing systems, security systems, and telecommunications. The TO Contractor shall be fully responsible for all system and component compatibility TO Contractor shall provide hardware maintenance, in accordance with the terms, conditions and requirements of this TORFP, for any additional equipment added by the MVA to the infrastructure. After notification to the TO Contractor that new equipment is to be added, the Change Order process shall be used to document the new equipment and additional maintenance cost TO Contractor shall create a monthly status report listing all help desk tickets in chronological order. Template of said report is attached as Exhibit B template may be modified at the request of the MVA and content added or detracted as the MVA sees fit WORK HOURS The TO Contractor s assigned personnel shall be available, Monday through Friday,8:00am 5:00pm ET and Saturdays 8:00am - 12:00pm ET, except for State holidays. Personnel assigned to the network engineering services are required to be on-call 24 hours a day. It is the responsibility of the TO Contractor to supply the MVA with a 24/7 phone support number and alternative methods of contact in case said number is unavailable for any period exceeding 30 minutes SERVICE LEVEL AGREEMENT Designation of Service Levels is the sole responsibility of the MVA. Based on assigned service level the contractor must comply accordingly to the items below: Service Level Agreement (SLA) Response Times **All reported issues are subject to a 15 minute call response time SLA 1 - The Branch Offices listed below will have a 2-hour SLA for equipment. Annapolis Baltimore City Bel Air Columbia Essex Gaithersburg Glen Burnie Glenmont Largo Towson Waldorf Walnut Hill Westminster Beltsville Cumberland Easton Hagerstown Frederick Salisbury Elkton Loveville 13

14 SLA 2 - The Branch Offices listed below will have a 4-hour SLA for equipment. Oakland Prince Frederick On site response to calls after 1pm for SLA 2 must be resolved by 9am the next morning. Service Level Agreement (SLA) Resolution Times may vary depending on the nature of the issue. It is the responsibility of the TO Contractor to state an estimated time of resolution after arriving at the site. For all resolution times under 2-hours no prior approval is required. For resolution times exceeding 2-hours the TO Manager's permission is required along with a justification AUDIT REQUIREMENTS In accordance with the Statement of Standards for Attestation Engagements (SSAE) 16, the Contractor shall conduct a Service Organization Control (SOC) 2 Type 2 audit for providing services that affects the security, availability, and processing integrity of a system that process users data and the confidentiality and privacy of information processed by this system. SOC 2 SM is reports specifically address one or more of the following five (5) key system attributes: (i) Security The system is protected against unauthorized access (both physical and logical); (ii) Availability The system is available for operation and use as committed or agreed; (iii)processing integrity System processing is complete, accurate, timely and authorized; (iv) Confidentiality Information designated as confidential is protected as committed or agreed; (v) Privacy Personal information is collected, used, retained, disclosed and disposed of in conformity with the commitments in the entity s privacy notice, and with criteria set forth in Generally Accepted Accounting Principles (GAAP) issued by the American Institute of Certified Public Accountants (AICPA) and Canadian Institute of Chartered Accountants. Type 2 specifically reports on management s description of the service organization s system and the suitability of the design and operating effectiveness of the controls. The SOC 2 Type 2 must be conducted by an independent Certified Public Accountant (CPA) at the Contractor s expense on an annual basis. The audit shall reflect the state s fiscal year (July 1 st through June 30 th ) and be completed by September 30 th of each year thereafter. The independent auditor shall be subject to approval by the MVA One copy of the report shall be sent to the MVA s Office of Procurement and Contracts and another copy shall be sent to the Internal Auditing Division; both located at 6601 Ritchie Highway, N. E., Glen Burnie, Maryland

15 This section is subject to change in accordance with current accounting standards and practices set forth in GAAP issued by the AICPA and Canadian Institute of Chartered Accountants for the duration of the contract. All approved sub-contractors providing similar service under this contract shall adhere to the same auditing requirements set-forth in this section. 2.7 PERFORMANCE PROBLEM MITIGATION In the event the agency is not satisfied with the performance of TO Contractor personnel, the mitigation process is as follows. The TO Manager will notify TO Contractor in writing describing the problem and delineating remediation requirements. The TO Contractor will have two business days to respond with a written remediation plan. The plan will be implemented immediately upon acceptance by the TO Manager. Should performance issues persist, the TO Manager may give written notice or request immediate removal of the individual whose performance is at issue. 2.8 SUBSTITUTION OF PERSONNEL The TO Contractor may not substitute personnel without the prior approval of the agency. All requests for substitutions shall comply with Section of the CATS II Master Contract. The TO Manager shall have the option to interview the proposed substitute personnel. After the interview, the TO Manager shall notify the TO Contractor of acceptance or denial of the requested substitution. The TO Manager shall have the option to interview the proposed substitute personnel. After the interview, the TO Manager shall notify the TO Contractor of acceptance or denial of the requested substitution. 2.9 HARDWARE, SOFTWARE, AND MATERIALS Replacement of existing hardware must first receive approval from the TO Manager. TO Contractor must provide the TO Manager with a list of alternative products from at least three different vendors. Price of hardware must be competitive with like items online. Hardware costs procured, as part of the TORFP cannot exceed 49 percent of total TO value. Material and shipment cost must be passed through with no mark-up by the TO Contractor. TO Contractor must understand and adhere to ANSI/TIA/EIA-569-A Commercial Building Standards and all associated connecting hardware must comply with ANSI/TIA/EIA-568-B.2 or ANSI/TIA/EIA-568-B.3) 2.10 DELIVERABLES Accepted deliverables shall be invoiced within 30 days in the Upon receipt of a final deliverable, the TO Manager shall commence a review of the deliverable as required to validate the completeness and quality in meeting requirements. When a deliverable is deemed complete the TO Contractor will submit to the TO Manager for signoff a deliverable acceptance form. Upon completion of validation, the TO Manager shall issue to the TO Contractor notice of acceptance or rejection of the deliverables in an Agency Acceptance of Deliverable Form (Attachment 11). In the event of rejection, the TO Contractor shall correct the identified deficiencies or nonconformities. Subsequent project tasks may not continue until deficiencies with a deliverable are rectified and accepted by the TO Manager or the TO Manager has specifically issued, in writing, a waiver for conditional continuance of project tasks. Once the State s issues have been addressed and resolutions are accepted by the TO Manager, the TO Contractor will incorporate the resolutions into the deliverable and resubmit the deliverable for acceptance applicable invoice format. When presented for acceptance, a written deliverable defined as a final document must satisfy the scope and requirements of this TORFP for that deliverable. Final written deliverables shall not contain structural errors such as poor grammar, misspellings or incorrect punctuation, and must: A) Be presented in a format appropriate for the subject matter and depth of discussion. 15

16 B) Be organized in a manner that presents a logical flow of the deliverable s content. C) Represent factual information reasonably expected to have been known at the time of submittal. D) Present information that is relevant to the section of the deliverable being discussed. The State required deliverables are defined below. Within each task, the TO Contractor may suggest other subtasks or deliverables to improve the quality and success of the project. Del. ID Deliverables TORFP Reference Section A bi-weekly report 2.6.2, 2.6.3, Preventative Maintenance Plan and Production Schedule delivered to MVA 30 days after kick-off meeting Communication Plan shall be delivered at the Kick-off meeting Electronically provide to the MVA comprehensive problem and resolution reports for status monitoring Produce an accurate, up-to-date complete asset inventory list of all supported hardware and equipment on a quarterly basis Performance/Test Management Plan Section , , and Expected Completion: Recurring 30 days after NTP 45 days After NTP Bi-weekly Initial 60 days After NTP and then Quarterly To be conducted semi-annually with first interval to begin 30 days after NTP Project Kick-off meeting 30 days After NTP Develop, submit and execute a 6 months Transition Management Plan before contract (incumbent TO Contractor s on-site expiration team works with the new TO Contractor s team and/or the MVA team) Acceptance Criteria An MS Word document containing information listed in TORFP Section 2.6.2, 2.6.3, and The report will be compliant with Exhibit B. An MS Word document accompanied by an MS Project document with the production schedule. An MS Word document following the SDLC template as illustrated by MDOT. An MS Word document An MS Excel document with multiple tabs broken out by branch office and a main tab that highlights the entire network. Main tab must be hyperlinked to smaller tabs. An MS Excel document that supplements with testing commentary for each equipment. MS Word document Monthly Report as shown in & Monthly Completed monthly Exhibit B Exhibit B Audit Requirement Yearly As required in Section

17 2.11 REQUIRED POLICIES, GUIDELINES AND METHODOLOGIES The TO Contractor shall be required to comply with all applicable laws, regulations, policies, standards and guidelines affecting information technology projects, which may be created or changed periodically. The TO Contractor shall adhere to and remain abreast of current, new, and revised laws, regulations, policies, standards and guidelines affecting project execution. The following policies, guidelines and methodologies can be found at under Policies and Guidance. These may include, but are not limited to: The State s System Development Life Cycle (SDLC) methodology The State Information Technology Security Policy and Standards The State of Maryland Enterprise Architecture TO CONTRACTOR PERSONNEL MINIMUM QUALIFICATIONS It is a requirement that an Offeror must currently be, and must have been for at least the last two (2) years, an organized business entity. The following minimum qualifications are mandatory. The Master Contractor s staff must demonstrate expertise in the following: A minimum of five-years of experience implementing and maintaining plug & play hardware for an enterprise wide, mission-critical system that is also mission critical to the agency. TO Contractor must provide current references to at least 3 companies with whom Contractor has performed similar services. TO Contractor staff must provide proof of A+ Certification with a minimum of 3 years experience working as a technician with job tasks including, but not limited to, hardware installation, hardware support, and hardware replacement. TO Contractor's staff must provide proof of 3-years of prior experience in mounting/dismounting TV units, stand-alone miniature kiosk units, and configuration of sound amplifiers. Demonstrate hardware and software systems experience, including a summary of the types of systems implemented by client/location, and upgrade of those systems. Include description of security and emergency backup systems/facilities for information systems, data, and associated hardware. A minimum of 2 years of experience in testing, operations, quality assurance, and repairs. Basic experience in trouble-shooting issues such as printer malfunctions. At least 2 years of experience writing scripts in SQL in association with SQL 2005 at a minimum with the experience having occurred within a 3 year period of the proposal submission TO CONTRACTOR EXPERTISE REQUIRED The TO Contractor shall be capable of furnishing all necessary services required to successfully complete all tasks and work requirements and produce high quality deliverables described herein. The Master Contractor shall demonstrate, in its proposal, that it possesses such expertise in-house or has fostered strategic alliances with other firms for providing such services INVOICE SUBMISSION Payments will be made on a monthly basis as per the unit price provided on the price proposals. Payment will only be made after a sign-off confirmation has been approved by the TO Manager. TO Contractor on the 5th of each month must supply the TO Manager with the monthly status report. Status report must include a sign-off sheet listed below as Attachment 11. Once the sign-off confirmation has been forwarded by the TO Manager to the TO Contractor must abide by the following steps: 1) The TO Contractor shall send the original of each invoice and supporting documentation (itemized billing reference for employees and any subcontractor and signed Acceptance of Deliverable form 17

18 Attachment 11, for each deliverable being invoiced) submitted for payment to the Maryland Motor Vehicle Administration at the following address: Maryland Motor Vehicle Administration 6601 Ritchie Highway, N.E. Glen Burnie, MD Attention: Accounts Payable Room 220 2) A copy of the each invoice and supporting documentation shall be sent to the TO Manager. Invoice for final payment shall be clearly marked as FINAL and submitted when all work requirements have been completed and no further charges are to be incurred under the TO Agreement. In no event shall any invoice be submitted later than 60 calendar days from the TO Agreement termination date. Invoices submitted 60 calendar days from the TO Agreement termination date will be rendered void. Invoice payments to the TO Contractor shall be governed by the terms and conditions defined in the CATS II Master Contract. Proper invoices for payment shall contain the TO Contractor's Federal Employer Identification Number (FEIN), as well as the information described above, and must be submitted to the TO Manager for payment approval PREMISES AND OPERATIONAL SECURITY: Prior to commencement of work, TO Contractor employees and subcontractors to be assigned to perform work under the resulting Contract shall be required to submit background check certification to MDOT from recognized Law Enforcement Agencies, including the FBI. TO Contractor shall be responsible for ensuring that its employees and subcontractors background check certifications are renewed annually, and at the sole expense to the TO Contractor. MDOT reserves the right to disqualify any TO Contractor employees or subcontractors whose background checks suggest conduct, involvements, and/or associations that MDOT determines, in its sole discretion, may be inconsistent with the performance and/or security requirements set forth in this RFP. MDOT reserves the right to perform additional background checks on TO Contractor and subcontractor employees. Further, TO Contractor employees may be subject to random security checks during entry and leaving State secured areas. The State reserves the right to require TO Contractor employees to be accompanied while in secured premises. TO Contractor employees shall, while on State premises, display their State issued identification cards without exception. TO Contractor shall require its employees to follow the State of Maryland and Maryland Transportation Information Technology Security Policy and Standards throughout the term of the Contract. The State reserves the right to request that the TO Contractor submit proof of employment authorization of non- United States Citizens, prior to commencement of work under the resulting Contract. TO Contractor shall remove any employee from working on the resulting Contract where the State of Maryland provides evidence to the TO Contractor that said employee has not adhered to the security requirements specified herein. Resources proposed to perform services for Maryland Aviation Association (MAA) must be capable of qualifying for and obtaining a BWI Airport Security badge to include US Customs Seal and Transportation Identifications. Resources proposed to perform services for Maryland Port Authority (MPA) must comply with all MPA security requirements. 18

19 The cost of complying with all security requirements specified herein are the sole responsibilities and obligations of the TO Contractor and its subcontractors and no such costs shall be passed through to or reimbursed by the State or any of its agencies or units. 19

20 SECTION 3 - TO PROPOSAL FORMAT AND SUBMISSION REQUIREMENTS 3.1 REQUIRED RESPONSE Each Master Contractor receiving this CATS II TORFP must respond within the submission time designated in the Key Information Summary Sheet. Each Master Contractor is required to submit one of two possible responses: 1) a proposal; or 2) a completed Master Contractor Feedback form. The feedback form helps the State understand for future contract development why Master Contractors did not submit proposals. The form is accessible via your CATS II Master Contractor login screen and clicking on TORFP Feedback Response Form from the menu. 3.2 FORMAT If a Master Contractor elects to submit a TO Proposal, the Master Contractor shall do so in conformance with the requirements of this CATS II TORFP. The TO Proposal shall provide the following: THE TECHNICAL PORTION OF THE TO PROPOSAL SHALL INCLUDE: A) Proposed Services 1) Requirements: A detailed discussion of the Master Contractor s understanding of the work and the Master Contractor s capabilities, approach and solution to address the requirements outlined in Section 2. B) Proposed Personnel 1) Identify and provide no more than four (4) resumes for all proposed personnel by labor category. 2) Document that all proposed personnel meet the minimum required qualifications. Experience and education must be shown in a start date to an end date in the format: MM/YYYY thru MM/YYYY. 3) Provide the names and titles of all key management personnel who will be involved with supervising the services rendered under this TOA. C) Subcontractors 1) Identify all proposed subcontractors, including MBEs, and their full roles in the performance of this TORFP Scope of Work. D) Master Contractor and Subcontractor Experience and Capabilities 1) Provide three examples of work assignments that the proposed personnel have completed that were similar in scope to the one defined in this TORFP. Each of the three examples, to be provided at the interview, must include a reference complete with the following: a) Name of organization. b) Name, title, and telephone number of point-of-contact for the reference. c) Type and duration of contract(s) supporting the reference. d) The services provided scope of the contract and performance objectives satisfied as they relate to the scope of this TORFP. e) Whether the proposed personnel are still providing these services and, if not, an explanation of why services are no longer provided to the client organization. 2) State of Maryland Experience: If applicable, the Master Contractor shall submit a list of all contracts it currently holds or has held within the past five years with any government entity of the State of Maryland. For each identified contract, the Master Contractor shall provide: 20