REQUEST FOR PROPOSAL FOR CUSTOMER RELATIONS MANAGEMENT SYSTEM (CRMS) Transit Authority of Northern Kentucky RFP

Transcription

1 TRANSIT AUTHORITY OF NORTHERN KENTUCKY REQUEST FOR PROPOSAL FOR CUSTOMER RELATIONS MANAGEMENT SYSTEM (CRMS) Transit Authority of Northern Kentucky RFP The Transit Authority of Northern Kentucky (TANK) is requesting proposals from qualified firms for a Customer Relations Management System (CRMS). All proposals must be submitted in accordance with requirements set forth in the RFP and must be received in the office of Andrew Aiello, General Manager on or before 10:00 a.m. EST on Friday, September 14, The full proposal including timeline and scope can be found at Copies of the RFP are also available by contacting Lesley Holgate, Marketing Manager, TANK, 3375 Madison Pike, Ft Wright, KY 41017, or by ing [email protected]. TANK hereby notifies all proposers that it reserves the right to award no contract under the RFP. If a contract is entered into pursuant to this RFP, advertisement or solicitation, Disadvantaged Business Enterprises (DBE) will be afforded full opportunity to submit proposals. No one will be subject to discrimination on the basis of age, color, disability, marital status, national origin, race, religion, sex or sexual orientation in consideration for an award. TANK is an Equal Opportunity Employer. Andrew Aiello General Manager

2 REQUEST FOR PROPOSAL FOR CUSTOMER RELATIONS MANAGEMENT SYSTEM (CRMS) RFP ISSUED BY TRANSIT AUTHORITY OF NORTHERN KENTUCKY (TANK) 3375 MADISON PIKE FT. WRIGHT, KENTUCKY

3 REQUEST FOR PROPOSALS Customer Relations Management System RFP TABLE OF CONTENTS Page Part A General Information 3 Part B Contract Terms 9 Part C Scope of Work 24 Part D Proposal Contents 51 Part E Proposal Evaluation 55 Part F Attachments 57 2

4 PART A GENERAL INFORMATION 3

5 A.1 Basis for Contract Negotiation This RFP and the resulting proposals shall be used as the basis for contract negotiation. A.2 Receipt of Proposals Eight (8) copies of the completed proposal, including all required attachments provided in Part F of the Request for Proposal (RFP), will be marked Customer Relations Management System and will be received at the office of Andrew Aiello, General Manager, Transit Authority of Northern Kentucky, 3375 Madison Pike, Fort Wright, Kentucky 41017, until 10 a.m. on Friday, September 14, Proposals received after that date and time will not be considered. A.3 Proposal Timeline DATE EVENT August 10, 2012 Issuance of RFP August 27, 2012 Pre-Proposal Questions Due from Proposers August 31, 2012 Pre-Proposal Answers Posted (Addendum #1) September 14, 2012 September 17-27, 2012 October 2-15, 2012 Proposal Submission. Complete proposals are due by 10:00 AM as described above. Evaluation. During this period, the Evaluation Committee will conduct a full detailed evaluation of proposals and references. The evaluation team may ask proposers for more information, presentations or interviews. Final Proposal Selection, Contract Finalization and Notice to Proceed. A.4 Proposal Modifications Written changes to submitted proposals will be accepted if received by TANK prior to the proposal deadline (10:00 a.m. on September 14, 2012) but only if submitted in an envelope and plainly marked Customer Relations Management System. All changes received after the proposal deadline will not be opened or considered. A.5 Rejection of Proposals TANK reserves the right to reject any or all proposals. Issuance of this RFP does not bind TANK 4

6 to award a contract, nor does TANK in any way assume liability for expenses incurred in preparation of any proposals. A.6 Correspondence All correspondence pertaining to this proposal shall be addressed in writing to the Transit Authority of Northern Kentucky, 3375 Madison Pike, Ft. Wright, Kentucky to the attention of Lesley Holgate, Marketing Manager, or via at [email protected] or facsimile at (859) A.7 Addenda to RFP Any clarifications or further instructions to proposers, whether as a result of questions raised by proposers or initiated by TANK itself, will be posted on TANK s website in a document titled Customer Relations Management System RFP ADDENDA. A.8 Specifications to be Part of Contract Specifications, statements, and the requirements which accompany the proposal, which are accepted therewith, and which do not conflict with the provisions herein contained, shall be part of any contract that is entered into for the purchase of any software or work, or both, herein anticipated by TANK. A.9 Questions All questions shall be submitted to Lesley Holgate by Monday, August 27, Responses to all received questions will be posted as an Addendum on TANK s website ( by Friday, August 31, A.10 Presentations TANK reserves the right to schedule presentations/interviews with one or more of the proposers before awarding a contract. TANK s request for a presentation in no way constitutes a contract award. If required, interviews will be held between September 24-27, 2012 at the TANK offices, 3375 Madison Pike, Ft. Wright, KY, A.11 Contract Award and Notice to Proceed TANK reserves the right, as the interests of TANK may require, to postpone, accept or reject any and all proposals; to waive any informalities in the proposals received, and to award the contract(s) to the most responsive and responsible proposer(s). In awarding contract(s), TANK reserves the right to consider all elements which help to determine the best proposal for TANK. Any proposal, which is incomplete, conditional, obscure, 5

7 contains additions not called for, or includes irregularities of any kind may be rejected. Contract(s) shall be awarded to the proposer(s) TANK deems most responsive and responsible. TANK has the right to make awards on the basis of each individual item, or any combination of items, or in the aggregate of all items, and the right to make no awards. A.12 Terms of Delivery All proposals for supplies shall include delivery to the TANK facilities (3375 Madison Pike, Ft. Wright, Kentucky 41017) without any additional charge, unless accepted on the proposal. A.13 Proposal Award Criteria It is TANK s intent to recommend acceptance of the proposal which a thorough analysis of the proposals submitted proves to be the most suitable for TANK s use. TANK reserves the right to reject any or all proposals or parts of proposals which TANK considers unsatisfactory and to waive specification requirements that in TANK s opinion will not impair the intent of the specifications. Any qualified or conditional proposal may be rejected. TANK will be the sole judge of compliance with these specifications. A.14 Evidence of Ability to do Work The proposer(s) may be required, upon request, to prove to the satisfaction of TANK that the proposer(s) have the skill and experience and the necessary facilities and financial resources to perform the contract in a responsible and satisfactory manner. A.15 Single Proposal, If Received If only a single proposal is received, TANK may require that the proposer provide the necessary cost or pricing data to enable TANK to perform a cost or price analysis to ensure that the proposal price is fair and reasonable. If requested, the proposer shall provide the cost or price data within five (5) working days of the date requested. TANK reserves the right to reject or accept the proposal on the basis of the cost or pricing data. A.16 Waive of Minor Defects TANK may waive minor defects in the proposal when no prejudice will result to the rights of any proposer; or to the public. A.17 Expense of Submittal Preparation The Proposer shall be solely responsible for any and all costs in the preparation and submittal of the Proposal. No portion of these costs shall in anyway be incurred by TANK. A.18 Proposal Binding for 180 Days 6

8 Each Proposal shall be signed by an individual authorized to bind the vendor and shall contain a statement to the effect that the Proposal is a firm offer for a one hundred and eighty (180) calendar day period from the date of the opening. TANK reserves the right to negotiate price and services. A.19 Subcontracting TANK intends to contract with the vendor whose proposal is deemed most advantageous to TANK. The successful vendor shall be the prime contractor and shall be solely responsible for contractual performance. In the event of a subcontracting relationship, the successful vendor will assume all responsibility for the performance of the services that are supplied by the subcontractor. All subcontractors and subcontractor team member roles must be listed in the project team and their products clearly defined throughout the proposal. A.20 Required Forms Federal and State Regulations mandate all required forms shall be filled out completely and submitted with all Proposals. Only the Required forms need to be submitted with Proposal Response (see Required Forms Checklist). Failure to fill out and submit these forms may result in your proposal being ruled non-responsive. Non Responsive Proposals will not be awarded the contract. If a required form does not apply to your business or proposal, please mark the form Not Applicable or similar wording at your discretion. A.21 Required Forms Checklist The following items marked with an X must be submitted with each Proposal. Failure to submit forms may result in the Proposal being deemed non-responsive. Statement of Eligibility Addenda Acknowledgement Affidavit of Non-Collusion Certification of Restrictions on Lobbying Certificate of Procurement Integrity Certification of Primary Participant Debarment X X X X X X Certification of a Subcontractor - Debarment (Each Subcontractor must fill in and sign) X 7

9 Certification of Central Contractor Registration Certification of Data Universal Numbering System Proof of Workers Compensation Insurance Proof of Public Liability Insurance X X X X 8

10 PART B CONTRACT TERMS 9

11 B.1 Required Clauses The following clauses shall be incorporated by reference into any contract that results from this RFP. B.2 Changes Any proposed change in contract(s) resulting from this RFP shall be submitted to TANK for its prior approval and TANK will make any subsequent changes by contract modifications. TANK may, at any time, by a written order, make changes within the general scope of this contract. If any such change causes an increase or decrease in the cost of, or the time required for, the performance of any part of the work under contract, an equitable adjustment shall be made in the contract price, and the contract shall be modified in writing accordingly. Any claim by Contractor for adjustment under this clause must be asserted within 30 days from the date or receipt by Contractor of the change, provided, however, that TANK, if it decides that the facts justify such action, may receive and act upon any such claim asserted at any time prior to final payment under this contract. Failure to agree to any adjustment shall be a dispute within the meaning of the clause entitled Disputes (Part B, Section B.29). However, nothing in this clause shall excuse Contractor from proceeding with the contract as changed. B.3 Record Retention During the course of the contract and for three years thereafter, TANK must retain intact and provide any data, documents, reports, records, contracts, and supporting materials relating to the contract as the federal government may require. Hence, such requirement shall also pertain to the Contractor. B.4 Audit and Inspection of Records. Contractor shall permit the authorized representatives of TANK, its member entities (Kentucky State Auditor, the U.S. Department of Transportation, and the Comptroller General of the United States) access to any books, documents, papers and records of the Contractor which are directly pertinent to this contract, for the purpose of making audit, examination, excerpts and transcriptions during the course of the contract and for a period of three (3) years after final payment under the contract. B.5 Interest of Members of / or Delegates to Congress. No member of / or delegate to the Congress of the United States shall be admitted to any share or part of a contract or to any benefit arising from such contract. B.6 Prohibited Interest No member, officer, trustee or employee of TANK or of a local public body during his/her tenure 10

12 or one year thereafter shall have any interest, direct or indirect, in a contract or the proceeds thereof. B.7 Contract Termination In the event a contractor defaults in the performance of any of its obligations under a contract, TANK shall have, in addition to and not in lieu of, all other rights, remedies, and damages to which it may be entitled by reason of such default, the right and option to terminate such contract. In the event TANK exercises such right and option to terminate for default, TANK shall be obligated to pay only for work performed and accepted by TANK prior to the date upon which TANK gives contractor written notice of termination for default, less 1) the amount of all damages suffered by TANK by reason of such default; and 2) any amount by which the commercially reasonable cost of correcting the default and/or completing the work exceeds the unpaid portion or amount which would have been paid thereunder. If the sum of 1) and 2) plus all amounts previously paid exceed the value of the work performed and accepted by TANK prior to the giving of written notice of default, contractor shall be liable to TANK for such excess. B.8 Ownership of Documents. TANK shall be the owner of all documents prepared pursuant to a contract or provided to Contractor by TANK. Any re-use of the documents by TANK for other than the purpose intended by such contract shall impose no liability on the Contractor. B.9 Maintenance of Records The Contractor shall, at all times, maintain records of actual overhead costs and actual general and administrative costs in conformity with generally accepted accounting principles, and subject to Title 41 of the C.F.R. The Contractor shall maintain records of direct labor costs and other applicable payroll expenses. Labor and payroll records shall be in sufficient detail to indicate, at a minimum, employees by name, employee s time spent on the project, expenses directly associated with the project and itemization of applicable fringe benefit expenses. B.10 Payments Contractor shall be paid, upon the submission of activity reports with proper invoices or vouchers, the prices stipulated herein for services rendered and accepted, less deductions, if any, as herein provided, within 30 days. The failure to perform may result in partial or full suspension of payment and/or process payment. B.11 Covenant Against Contingent Fees Contractor warrants that no person or selling agency has been employed or retained to solicit or secure such contract upon an agreement or understanding for a commission, percentage, brokerage, or contingent fee, except bona fide employees or bona fide established commercial or 11

13 selling agencies maintained by proposer for the purpose of securing business. For breach of violation of this warranty, TANK shall have the right to annul any resulting contact without liability or, at its discretion, to deduct from the contract price or consideration, or otherwise recover, the full amount of such commission, percentage, brokerage or contingent fee. B.12 Indemnification Contractor shall indemnify and save harmless TANK, its trustees, officers and employees from and against all loss, costs, liability, damage and expense whether direct, consequential or incidental, for personal injury and for property damage. Such loss, costs, liability, damage and expense arising out of, or resulting in whole or in part, directly or indirectly, from work or operations under the contract but not limited to the acts, errors, omissions and negligence of Contractor s employees and agents, except to the extent of liability imposed due to TANK s own negligence, shall be payable as directed by TANK. B.13 Laws of Kentucky The rights and duties of the parties hereto shall be determined by the laws of the state of Kentucky, and to that end any resulting contract shall be construed and considered as a contract made and to be performed in the County of Kenton, Kentucky. B.14 Worker s Compensation Contractor shall comply with the state Workers Compensation laws as applicable, and shall pay the necessary premiums required by such laws to cover all employees furnishing the services purchased under the terms of a contract and under the control of Contractor, and shall relieve TANK from any costs due to accidents or other liabilities mentioned in said Act. If Contractor is a self-insurer under the Kentucky Workers Compensation Act, and duly authorized as such, it shall tender to TANK proof of such status. Contractor shall from time to time, upon request, tender to TANK a certificate evidencing its compliance with the Worker s Compensation Act. B.15 Notice of Labor Dispute Whenever the Contractor has knowledge that any or potential labor disputes is delaying or threatens to delay the timely performance of this Contract, the Contractor shall immediately give notice thereof, including all relevant information with respect thereto, to TANK s Contracting Officer. The Contractor agrees to insert the substance of this clause, in any subcontract hereunder as to which a labor dispute may delay the timely performance of this Contract; except that each such subcontract shall provide that in the event its timely performance is delayed or threatened by delay by any actual or potential labor dispute, the subcontractor shall immediately notify his next higher tier subcontractor, or the Contractor, as the case may be, of all relevant information with respect to such dispute. B.16 Independent Contractor 12

14 Contractor shall be and remain an independent contractor with respect to all service performed under contract and agrees to and does hereby accept full and exclusive liability for the payment of any and all contributions or taxes for Social Security, unemployment insurance, or old age retirement benefits, pension, or annuities now or hereafter imposed under any state or federal law which are measured by the wages, salaries, or other remuneration paid under such contract and further agrees to indemnify and save harmless TANK any such contributions or taxes or liabilities thereof. B.17 Approval of Subcontracts Contractor shall not enter into any subcontracts without the prior consent of TANK. TANK, in its discretion, may ratify in writing any subcontract. Such ratification shall constitute the consent of TANK required by this paragraph. B.18 Price Complete The price quoted in any proposal shall include all costs necessary to fully complete the required services pursuant to a contract. Any items omitted from the proposal which are clearly necessary for the services and their intended use shall be considered a portion of such services although not directly specified or called for in this RFP. No advantage shall be taken by the proposer in the omission of any part or detail which makes the services incomplete. B.19 Taxes Transit Authority of Northern Kentucky is exempt from payment of Federal Excise and Transportation Tax and the Kentucky Sales, Excise and Use Tax. Proposers will not include these taxes in their price(s). B.20 Limited Liability By virtue of the provisions of Chapter 96A of the Kentucky Revised Statutes, TANK is a political subdivision of the State of Kentucky, a body corporate with all the powers of a corporation. It is understood and agreed that only the corporate entity, Transit Authority of Northern Kentucky, shall be liable hereunder. B.21 Contract Duration The duration of any resulting contract shall be in accordance with Part C of this RFP. The Contractor shall be given a preliminary written notice of TANK s intent to extend the contract at least 60 days before the contract expires. The preliminary notice does not commit TANK to an extension. B.22 Protest Procedures TANK has adopted Procurement Regulations which contain appropriate procedures to follow if a 13

15 contractor or prospective contractor feels it has legitimate grounds to protest any aspect of this solicitation, award or resulting contract. Protests may be filed before proposal opening, after opening but prior to award, after award, and/or to FTA subject to the conditions outlined in the Procurement Regulations. A complete copy of the Procurement Regulations is available upon request. B.23 Federal Laws and Regulations TANK understands that federal laws, regulations, policies, and related administrative practices applicable to a contract on the date the contract is executed may be modified from time to time. TANK and its contractors agree that the most recent of such federal requirements will govern the administration of such contract at any particular time, except if there is sufficient evidence in the contract of a contrary intent. Likewise, new federal laws, regulations, policies and administrative practices may be established after the date the contract has been executed and may apply to a contract. To achieve compliance with changing Federal requirements, TANK must include in all sub-assistance agreements and third party contracts financed with government (FTA) assistance, specific notice that federal requirements may change and the changed requirements will apply to the contract as required. All limits or standards set forth in the contract to be observed in the performance of the contract are minimum requirements. B.24 Severability Should one or more of the provisions contained in the Contract be determined to be invalid, illegal, or unenforceable in any respect, the validity, legality, and enforceability of the remainder of the Contract shall be unaffected. The affected provision shall be amended or interpreted, if possible, so as to correct the deficiency and give effect to the intent of the parties. B.25 Release of Information The Contractor shall not release any information, including the award of contract or the contract price, concerning this project or any part thereof in any form, including advertising, news releases, or professional articles, without written permission from the proper authorities of TANK. B.26 Entire Agreement A contract resulting from this RFP shall be the entire agreement between TANK and the Contractor and supersedes all prior negotiations, representations or agreements, either written or oral. Such contract may be amended only by a written instrument signed by both TANK and the Contractor. B.27 Access Requirements for Persons with Disabilities (ADA) The Contractor and subcontractors agree to comply with the requirements of 49 U.S.C. 5301(d) which states the Federal policy that the elderly and persons with disabilities have the same right 14

16 as other persons to use mass transportation service and facilities, and that special efforts shall be made in planning and designing those services and facilities to implement that policy. The Contractor also agrees to comply with all applicable requirements of section 504 of the Rehabilitation Act of 1973, as amended, 29 U.S.C. 794, which prohibits discrimination on the basis of handicaps, and with the Americans with Disabilities Act of 1990 (ADA), as amended, 42 U.S.C et seq., which requires that accessible facilities and services be made available to persons with disabilities, including any subsequent amendments thereto. In addition, the Contractor agrees to comply with all applicable requirements of the following regulations and any subsequent amendments thereto: (1) U.S. DOT regulations, "Transportation Services for Individuals with Disabilities (ADA)," 49 C.F.R. Part 37; (2) U.S. DOT regulations, "Nondiscrimination on the Basis of Handicap in Programs and Activities Receiving or Benefiting from Federal Financial Assistance," 49 C.F.R. Part 27; (3) Joint U.S. Architectural and Transportation Barriers Compliance Board/U.S. DOT regulations, "Americans With Disabilities (ADA) Accessibility Specifications for Transportation Vehicles," 36 C.F.R. Part 1192 and 49 C.F.R. Part 38; (4) U.S. DOJ regulations, "Nondiscrimination on the Basis of Disability in State and Local Government Services," 28 C.F.R. Part 35; (5) U.S. DOJ regulations, "Nondiscrimination on the Basis of Disability by Public Accommodations and in Commercial Facilities," 28 C.F.R. Part 36; (6) U.S. General Services Administration (U.S. GSA) regulations, "Accommodations for the Physically Handicapped," 41 C.F.R. Subpart ; (7) U.S. Equal Employment Opportunity Commission, "Regulations to Implement the Equal Employment Provisions of the Americans with Disabilities Act," 29 C.F.R. Part 1630; (8) U.S. Federal Communications Commission regulations, "Telecommunications Relay Services and Related Customer Premises Equipment for the Hearing and Speech Disabled," 47 C.F.R. Part 64, Subpart F; and (9) FTA regulations, "Transportation for Elderly and Handicapped Persons," 49 C.F.R. Part 609; and (10) Any implementing requirements FTA may issue. B.28 Access to Records and Reports The Contractor agrees to maintain all books, records, accounts and reports required under this contract for a period of not less than three years after the date of termination or expiration of 15

17 this contract, except in the event of litigation or settlement of claims arising from the performance of this contract, in which case Contractor agrees to maintain same until the Purchaser, the FTA Administrator, the Comptroller General, or any of their duly authorized representatives, have disposed of all such litigation, appeals, claims or exceptions related thereto. Reference 49 CFR 18.39(i)(11). B.29 Breaches and Dispute Resolution (1) Disputes - Disputes arising in the performance of this Contract which are not resolved by agreement of the parties shall be decided in writing by the authorized representative of TANK. This decision shall be final and conclusive unless within ten (10) days from the date of receipt of its copy, the Contractor mails or otherwise furnishes a written appeal to TANK. In connection with any such appeal, the Contractor shall be afforded an opportunity to be heard and to offer evidence in support of its position. The decision of TANK shall be binding upon the Contractor and the Contractor shall abide be the decision. (2) Performance During Dispute - Unless otherwise directed by TANK, Contractor shall continue performance under this Contract while matters in dispute are being resolved. (3) Claims for Damages - Should either party to the Contract suffer injury or damage to person or property because of any act or omission of the party or of any of his employees, agents or others for whose acts he is legally liable, a claim for damages therefore shall be made in writing to such other party within a reasonable time after the first observance of such injury of damage. (4) Remedies - Unless this contract provides otherwise, all claims, counterclaims, disputes and other matters in question between TANK and the Contractor arising out of or relating to this agreement or its breach will be decided by arbitration if the parties mutually agree, or in a court of competent jurisdiction within the State in which the TANK is located. (5) Rights and Remedies - The duties and obligations imposed by the Contract Documents and the rights and remedies available hereunder shall be in addition to and not a limitation of any duties, obligations, rights and remedies otherwise imposed or available by law. No action or failure to act by TANK or the Contractor shall constitute a waiver of any right or duty afforded any of them under the Contract, nor shall any such action or failure to act constitute an approval of or acquiescence in any breach hereunder, except as may be specifically agreed in writing. B.30 Civil Rights Requirements The following requirements apply to the underlying contract: 16

18 (1) Nondiscrimination - In accordance with Title VI of the Civil Rights Act, as amended, 42 U.S.C. 2000d, section 303 of the Age Discrimination Act of 1975, as amended, 42 U.S.C. 6102, section 202 of the Americans with Disabilities Act of 1990, 42 U.S.C , and Federal transit law at 49 U.S.C. 5332, the Contractor agrees that it will not discriminate against any employee or applicant for employment because of race, color, creed, national origin, sex, age, or disability. In addition, the Contractor agrees to comply with applicable Federal implementing regulations and other implementing requirements FTA may issue. (2) Equal Employment Opportunity - The following equal employment opportunity requirements apply to the underlying contract: (a) (b) (c) Race, Color, Creed, National Origin, Sex - In accordance with Title VII of the Civil Rights Act, as amended, 42 U.S.C. 2000e, and Federal transit laws at 49 U.S.C. 5332, the Contractor agrees to comply with all applicable equal employment opportunity requirements of U.S. Department of Labor (U.S. DOL) regulations, "Office of Federal Contract Compliance Programs, Equal Employment Opportunity, Department of Labor," 41 C.F.R. Parts 60 et seq., (which implement Executive Order No , "Equal Employment Opportunity," as amended by Executive Order No , "Amending Executive Order Relating to Equal Employment Opportunity," 42 U.S.C. 2000e note), and with any applicable Federal statutes, executive orders, regulations, and Federal policies that may in the future affect construction activities undertaken in the course of the Project. The Contractor agrees to take affirmative action to ensure that applicants are employed, and that employees are treated during employment, without regard to their race, color, creed, national origin, sex, or age. Such action shall include, but not be limited to, the following: employment, upgrading, demotion or transfer, recruitment or recruitment advertising, layoff or termination; rates of pay or other forms of compensation; and selection for training, including apprenticeship. In addition, the Contractor agrees to comply with any implementing requirements FTA may issue. Age - In accordance with section 4 of the Age Discrimination in Employment Act of 1967, as amended, 29 U.S.C. 623 and Federal transit law at 49 U.S.C. 5332, the Contractor agrees to refrain from discrimination against present and prospective employees for reason of age. In addition, the Contractor agrees to comply with any implementing requirements FTA may issue. Disabilities - In accordance with section 102 of the Americans with Disabilities Act, as amended, 42 U.S.C , the Contractor agrees that it will comply with the requirements of U.S. Equal Employment Opportunity Commission, "Regulations to Implement the Equal Employment Provisions of the Americans with Disabilities Act," 29 C.F.R. Part 1630, pertaining to employment of persons 17

19 with disabilities. In addition, the Contractor agrees to comply with any implementing requirements FTA may issue. The Contractor also agrees to include these requirements in each subcontract financed in whole or in part with Federal assistance provided by FTA, modified only if necessary to identify the affected parties. B.31 Clean Air The Contractor agrees to comply with all applicable standards, orders or regulations issued pursuant to the Clean Air Act, as amended, 42 U.S.C et seq. The Contractor agrees to report each violation to the Purchaser and understands and agrees that the Purchaser will, in turn, report each violation as required to assure notification to FTA and the appropriate EPA Regional Office. The Contractor also agrees to include these requirements in each subcontract exceeding $100,000 financed in whole or in part with Federal assistance provided by FTA. B.32 Clean Water Requirements The Contractor agrees to comply with all applicable standards, orders or regulations issued pursuant to the Federal Water Pollution Control Act, as amended, 33 U.S.C et seq. The Contractor agrees to report each violation to the Purchaser and understands and agrees that the Purchaser will, in turn, report each violation as required to assure notification to FTA and the appropriate EPA Regional Office. The Contractor also agrees to include these requirements in each subcontract exceeding $100,000 financed in whole or in part with Federal assistance provided by FTA. B.33 Disadvantaged Business Enterprise (DBE) By policy it is the goal of TANK to maximize the use of DBE and SBE firms when practical. All contractors to TANK must work to support this effort. The Federal Fiscal Year goal has been set by the State in an attempt to match projected procurements with available qualified disadvantaged businesses. The State s goals for budgeted service contracts, bus parts, and other material and supplies for Disadvantaged Business Enterprises have been established by the State as set forth by the Department of Transportation Regulations 49 C.F.R. Part 23, March 31, 1980, and amended by Section 106(c) of the Surface Transportation Assistance Act of 1987, and is considered pertinent to any contract resulting from this request for proposal. (1) Policy - It is the policy of the Department of Transportation and the State that Disadvantaged Business Enterprises, as defined in 49 CFR Part 23, and as amended in Section 106(c) of the Surface Transportation and Uniform Relocation Assistance Act of 18

20 1987, shall have the maximum opportunity to participate in the performance of Contract financed in whole or in part with federal funds under this Agreement. Consequently, the DBE requirements of 49 CFR Part 23 and Section 106(c) of the STURAA of 1987, apply to this Contract. The Contractor agrees to ensure that DBEs as defined in 49 CFR Part 23 and Section 106(c) of the STURAA of 1987, have the maximum opportunity to participate in the whole or in part with federal funds provided under this Agreement. In this regard, the Contractor shall take all necessary and reasonable steps in accordance with the regulations to ensure that DBEs have the maximum opportunity to compete for and perform subcontracts. The Contractor shall not discriminate on the basis of race, color, national origin, religion, sex, age or physical handicap in the award and performance of subcontracts. It is further the policy of the State to promote the development and increase the participation of businesses owned and controlled by disadvantaged. DBE involvement in all phases of the State s procurement activities are encouraged. (2) DBE obligation - The Contractor and its subcontractors agree to ensure that disadvantaged businesses have the maximum opportunity to participate in the performance of contracts and subcontracts financed in whole or in part with federal funds provided under the Agreement. In that regard, all Contractors and subcontractors shall take all necessary and reasonable steps in accordance with 49 CFR Part 23 as amended, to ensure that minority business enterprises have the maximum opportunity to compete for and perform contracts. (3) Where the Contractor is found to have failed to exert sufficient reasonable and good faith efforts to involve DBE's in the work provided, the State may declare the Contractor noncomplaint and in breach of contract. (4) The Contractor will keep records and documents for a reasonable time following performance of this contract to indicate compliance with the State s DBE program. These records and documents will be made available at reasonable times and places for inspection by any authorized representative of the State and will be submitted to the state upon request. (5) The State will provide affirmative assistance as may be reasonable and necessary to assist the Contractor in implementing their programs for DBE participation. The assistance may include the following upon request: (a) (b) Identification of qualified DBE Available listing of Minority Assistance Agencies 19

21 (c) Holding bid conferences to emphasize requirements (6) DBE Program Definitions, as used in the contract: (a) Disadvantaged business "means a small business concern": i ii iii iv Which is at least 51 percent owned by one or more socially and economically disadvantaged individuals, or, in the case of any publicly owned business, at least 51 percent of the stock of which is owned by one or more socially and economically disadvantaged individuals; and Whose management and daily business operations are controlled by one or more of the socially and economically disadvantaged individuals who own it; or Which is at least 51 percent owned by one or more women individuals, or in the case of any publicly owned business, at least 51% of the stock of which is owned by one or more women individuals; and Whose management and daily business operations are controlled by one or more women individuals who own it. (b) (c) "Small business concern" means a small business as defined by Section 3 of the Small Business Act and Appendix B - (Section 106(c)) Determinations of Business Size. "Socially and economically disadvantaged individuals" means those individuals who are citizens of the United States (or lawfully admitted permanent residents) and States (or lawfully admitted permanent residents) and who are black Americans, Hispanic Americans, Native Americans, Asian-Pacific Americans, Asian-Indian Americans, or women, and any other minorities or individuals found to be disadvantaged by the Small Business Administration pursuant to section 8(a) of the Small Business Act. i ii iii iv "Black Americans", which includes persons having origins in any of the Black racial groups of Africa; "Hispanic Americans", which includes persons of Mexican, Puerto Rican, Cuba, Central or South American, or other Spanish or Portuguese culture or origin, regardless of race; "Native Americans', which includes persons who are American Indians, Eskimos, Aleuts, or Native Hawaiians; "Asian-Pacific Americans", which includes persons whose origins are 20

22 from Japan, China, Taiwan, Korea, Vietnam, Laos, Cambodia, the Philippines, Samoa, Guam, the U.S. Trust Territories of Pacific, and the Northern Marianas; v "Asian-Indian Americans", which includes persons whose origins are from India, Pakistan, and Bangladesh. B.34 Energy Conservation Requirements The Contractor and subcontractors agree to comply with mandatory standards and policies relating to energy efficiency which are contained in the state energy conservation plan issued in compliance with the Energy Policy and Conservation Act. B.35 Federal Changes The Contractor and subcontractors shall at all times comply with all applicable FTA regulations, policies, procedures and directives, including without limitation those listed directly or by reference in the Agreement (Form FTA MA (2) dated October, 1995) between Purchaser and FTA, as they may be amended or promulgated from time to time during the term of this contract. Contractor's failure to so comply shall constitute a material breach of this contract. B.36 Incorporation of Federal Transit Administration (FTA) Terms The preceding provisions include, in part, certain Standard Terms and Conditions required by DOT, whether or not expressly set forth in the preceding contract provisions. All contractual provisions required by DOT, as set forth in FTA Circular D, dated April 15, 1996, are hereby incorporated by reference. Anything to the contrary herein notwithstanding, all FTA mandated terms shall be deemed to control in the event of a conflict with other provisions contained in this Agreement. The Contractor shall not perform any act, fail to perform any act, or refuse to comply with any State requests which would cause the State to be in violation of the FTA terms and conditions. B.37 No Government Obligation to Third Parties The Purchaser and Contractor acknowledge and agree that, notwithstanding any concurrence by the Federal Government in or approval of the solicitation or award of the underlying contract, absent the express written consent by the Federal Government, the Federal Government is not a party to this contract and shall not be subject to any obligations or liabilities to the Purchaser, Contractor, or any other party (whether or not a party to that contract) pertaining to any matter resulting from the underlying contract. The Contractor agrees to include the above clause in each subcontract financed in whole or in part with Federal assistance provided by FTA. It is further agreed that the clause shall not be modified, except to identify the subcontractor who will be subject to its provisions. 21

23 B.38 Program Fraud and False or Fraudulent Statements and Related Acts The Contractor acknowledges that the provisions of the Program Fraud Civil Remedies Act of 1986, as amended, 31 U.S.C et seq. and U.S. DOT regulations, "Program Fraud Civil Remedies," 49 C.F.R. Part 31, apply to its actions pertaining to this Project. Upon execution of the underlying contract, the Contractor certifies or affirms the truthfulness and accuracy of any statement it has made, it makes, it may make, or causes to be made, pertaining to the underlying contract or the FTA assisted project for which this contract work is being performed. In addition to other penalties that may be applicable, the Contractor further acknowledges that if it makes, or causes to be made, a false, fictitious, or fraudulent claim, statement, submission, or certification, the Federal Government reserves the right to impose the penalties of the Program Fraud Civil Remedies Act of 1986 on the Contractor to the extent the Federal Government deems appropriate. The Contractor also acknowledges that if it makes, or causes to be made, a false, fictitious, or fraudulent claim, statement, submission, or certification to the Federal Government under a contract connected with a project that is financed in whole or in part with Federal assistance originally awarded by FTA under the authority of 49 U.S.C. 5307, the Government reserves the right to impose the penalties of 18 U.S.C and 49 U.S.C. 5307(n)(1) on the Contractor, to the extent the Federal Government deems appropriate. The Contractor agrees to include the above two clauses in each subcontract financed in whole or in part with Federal assistance provided by FTA. It is further agreed that the clauses shall not be modified, except to identify the subcontractor who will be subject to the provisions. B.39 Prohibition Against the Use of Federal Funds for Lobbying TANK must comply with the provisions of 31 U.S.C which prohibit the use of federal funds for lobbying any official or employee of any federal agency, or member or employee of Congress; and requires TANK to disclose any lobbying, or member of Congress in connection with federal assistance. TANK also must comply with U.S. DOT regulations, New Restrictions on Lobbying, 49 C.F.R. Part 20. B.40 Debarment and Suspension TANK must obtain certifications on debarment and suspension from its third party contractors and subcontractors s and otherwise comply with U.S. DOT regulations, Government-wide Debarment and Suspension (Non-procurement) and Government-wide Requirements for Drug- Free Workplace (Grants), 49 C.F.R. Part

24 PART C SCOPE OF WORK 23

25 C.1 Introduction The Transit Authority of Northern Kentucky (TANK) will contract with a firm to provide a complete functional Customer Relations Management System. This system shall consist of all necessary hardware, software and related application elements that enable TANK customer service staff to access and submit customer relations information via the Internet (VPN and Terminal Services) which carry out the specific applications and functions identified herein. Specifically, this system must allow multiple users in multiple locations the ability to capture, store, retrieve, update and report on a variety of customer relations data. The system will TANK to capture data relating to interactions with customer via the phone center and in-person. The system will allow for inputting, tracking, reporting and other management of all customer interactions. C.2 Technical Specifications: CUSTOMER RELATIONS MANAGEMENT SYSTEM (CRMS) It is the intent of TANK (here in after referred to as OWNER) that the CRMS be state-of the- art with regard to the hardware platform(s) and software, be of an architecture, and be fault tolerant with redundant capabilities to avoid service outages. The successful of the offer will be a proven distributor, with an established and proven reputation for professionalism, service, and technical leadership. Deadline to cut over to the new system is January 1, Contractors are encouraged to present a comprehensive view of their ability and approach to aid the Owner in achieving its goals of a state-of-the-art CRMS that will service the organization in all its business endeavors. This may include extended support options, consulting services, and other means of addressing OWNERS specific needs. C.3 Specific Tasks Contractor must be able to configure, furnish, install, and warrant the CRMS. Contractor shall perform the following major tasks during the implementation period: Provide project specific submittals as stated herein Mobilize its resources to initiate and complete CRMS installation and training within agreed to time periods. Provide status of all on-going project activity via generating/updating weekly project Gantt chart, attending weekly meetings, and generating weekly meeting minutes. Coordination of activities with OWNER s Representatives Coordination of data interface requirements with OWNER personnel Compensation. Contractor charges shall be per the pricing presented in the Offer, and as substantiated by OWNER s Representative. 24

26 C.4 Conceptual Design Requirements SYSTEM PLATFORM The system should be a client/server or a web based system, accessible through the Internet, VPN or Terminal Services technology. An extranet web based system is highly desirable. SYSTEM HOSTING a. System will be hosted at TANK Facility in server room. b. The vendor will be required to conduct network discovery with TANK to ensure the product will seamlessly connect to the current established enterprise technology environment. SECURITY PROVISIONS a. Multiple security levels should be available in the application. b. The required security level for all system functions and commands shall be configurable and comply with best practices as defined by the National Institute of Standards and Technology (NIST) for similar applications. c. The system shall be capable of establishing and enforcing a minimum user security profile. Functions and commands requested from users with insufficient security (i.e., fall below the minimum security profile) shall be denied and a transaction recorded. d. System procedures shall be integrated to permit the tracking (and archiving of tracking logs) of activity by user id, time, and date, for audit purposes. System automatically tracks all user access and actions performed on each Customer Contact Record with recorded User ID, Date/Time stamp; previously saved call data is not deleted. e. The system should have a robust security to protect the application and data that complies with best practices as defined by the National Institute of Standards and Technology (NIST) for similar applications. f. The system should be configured to minimize risk and reduce downtime due to security issues as identified by OS and software manufacturers and the NIST. g. The system should be compatible with and operate with the owners standard anti-virus software applications. h. A role-based minimum security schema shall be defined based on Functional Requirement as follows: 25

27 Roles: Software Owner Administrator Supervisor Role Intaker Role Investigator / Responder Role Verifier Viewer C.5 Server Equipment a. The servers shall be the latest and most appropriate HP/Compaq equipment. Other regional partners may require other than HP/Compaq servers. See No. 12 for additional server performance requirements. Response Alternative Solution b. Servers shall be configured to support three embedded network connections of at least 1- Gigabit per second. See No. 6 for redundancy requirement. If the system is hosted at TANK, Servers shall be configured to support three embedded network connections with a minimum connection speed of 100/1000MB. c. All hard drives utilized by each server shall be hot swappable and use a Level 5 RAID configuration to increase system performance, reliability, and allow for redundancy and restore processes. d. If the system resides in the TANK server room, the server hardware will include a stand alone tape backup system. All systems must provide seamless integration with off the shelf backup software products such as BrightStor ArcServe. The tape drive must be capable of performing a full backup of the server system state and all server files. e. The server hardware will also include a read/write DVD drive for database backups. f. Total minimum usable drive space shall support two (2) years of online transactional data and five (5) years summary staging/archive data. 26

28 g. Drive space should be sufficient size to hold the operating system, databases, application software, file system, and all other applicable data on the Central Server. h. Drive space shall be easily expandable to support future growth and be implemented with a spare capacity of 100%. i. All system components shall be cabinet mountable, including the console, keyboard, and accessories, to include central and remote locations. j. All server systems shall have built in redundancy. This may be achieved through dual systems or duplicate hardware with fail-over capabilities. Response Alternative Solution k. TANK should have the following options: Purchase system services Or purchase servers. Pricing of these options shall vary based on the length of service of the specific equipment. l. Server configuration should comply with TANK s IT standards. C.6 Redundancy a. All systems should have the ability to fail over to a redundant system when primary system is down, or shall be configured as a RAID System where the failure of a single driver does not affect the ability of the application to serve client machine requests. Assume that the equipment will be operating in one or more hardened sites (i.e., physically secured facility equipped with redundant power, redundant air conditioning, enhanced fire suppression, and 24x 7 monitoring). b. System redundancy should assure system reliability and availability 24X7. System should be available 99.5% of time (independent of facility downtime and declared maintenance windows), allowing a maximum of 44 non-scheduled downtime hours a year. C.7 UPS a. The UPS will have the capacity to operate all attached equipment for a minimum of four (4) hours. They will have the capacity to be monitored and to remote alert notification of critical events. Also see No. 22 for additional requirements. b. Unless noted, all UPS devices should be rack mountable. 27

29 C.8 Workstation Requirements a. Proposer shall recommend the minimum workstation configuration to ensure efficient connection to the system. C.9 Operating System Software a. Outsource Hardware maintenance, software maintenance, to the vendor. i. Outsource services: Vendor owns all operational elements and TANK purchases the application software licensing for Vendor operation of that software. ii. Outsource operations: TANK will own the application software, OS, and server hardware. iii. In source: All elements are owned/licensed by TANK. b. All software to include but not limited to operating systems, reporting tools, development tools, relational database management systems (RDBMS), and ancillary off the shelf applications/utilities shall consist of the latest and most appropriate products and versions as approved by TANK. c. All purchased or delivered software will be the most current version and will be upgraded, patched or have the most current manufactures service packs applied at time of installation and any/all patches, service packs, and upgrades for a period of 1-year after time of installation. d. All software should be of a design that is easy to deploy, update, and perform future OS upgrades. e. TANK will take ownership of warranty patches, service packs, and upgrades. If the system is hosted in TANK, these warranties will be managed by TANK s Information Technology Department (ITD) C.10 System Interface a. All application screens and objects should have robust security and edit business rules in place for input and edit of fields based on security roles (role-based) per functional requirements. Response Alternative Solution b. The application should have an Internet web page for public users to submit their feedback about the Transit Service. This page will be linked from the web site and 28

30 interface with the system s database to store sent feedback. This web page should be simple and contain all necessary data elements to submit feedback such as follows. Customer: name, Address, phone or for contact information Incident: Date of incident, Time of incident, Incident Location, Route Direction of travel, Bus # (only if they have it), Operator Badge # (only if they have it), Operator s Description Customer comments regarding the nature of the complaint Indicator if they want a response If response is desired, provide the following options to choose from: , phone, letter, or fax When feedback is submitted, the end user should receive a confirmation message with a case ID. c. The application shall be configured to manage the total response time. d. All application end users should have appropriate access. e. The system should have the ability to save a client machine generated record change with the maximum amount of response time. C.11 System Database a. The system should ensure data availability and data integrity. b. MS SQL Server, and/or Oracle latest version, is highly recommended. The system shall store all pertinent data relating to the operation of the system in one or more relational databases. These databases shall be managed by a commercially available software packages. c. The database manager shall support standard Structured Query Language (SQL) commands and queries, and shall be of sufficient flexibility and capability to perform the necessary functions described herein. Response Alternative Solution d. All databases shall store data in a format that complies with the Open Database Connectivity (ODBC) or Java Database Connectivity (JDBC) standards, accordingly to the application infrastructure, so such that data may be exchanged as necessary with other similarly complaint applications. 29

31 e. The relational database manager (RDBM) software package shall include the necessary administration, backup, archive, and query tools to allow efficient standard based database management. f. The Relational Database Management System (RDBMS), and all supporting and ancillary tools, modules, and software applications shall consist of the latest and most appropriate products and versions as approved by TANK. g. The Proposer shall provide and implement a software configurable method for the System Administrator to restrict access to particular fields and tables within the databases based on access roles and levels specified on functional requirements. h. The Proposer shall ensure that the security features of the database cannot be bypassed by other system components. For example, the usage of alternative report writing software shall not allow edit access to the data. i. The Proposer shall provide and implement database indices to enhance reporting functionality. These indexes shall be finalized during the design reviews. j. The Proposer shall provide and implement a means of auditing all data generated by the system based on functional requirement No. 10. k. The system shall ensure that no data is removed from the databases until a successful archival of the data, to removable media, has been created and verified. l. The Proposer shall provide TANK with ongoing system support throughout the contract term. These resources shall be full-time and dedicated exclusively for this function through the end of the intended warranty period (contract term). m. Test, Staging, and Production database environments should be provided separated from each other. n. The most current version of certified database tools shall be implemented both before initial system acceptance and before the end of the intended warranty period (contract term). o. Database must be upgradeable and scalable to allow for the updating of operating systems. p. The system should allow for copying text, and attach objects (photos, etc.) into the system without risking the integrity of data or performance of the system. q. The database should have record locking and unlocking capabilities to ensure general data integrity. 30

32 C.12 Business Application Reporting a. The system should use report writing tool(s) compatible with environments, client server and web. b. The system should use report writing tool(s) compatible with server environment, all clients and all interfaces including the web. c. The system should provide a web based reporting system for end users to retrieve both standardized and ad-hoc reports, using a user-friendly, full-featured query/search user friendly interface. C.13 Database Archival, Backup, Restoration a. The central site shall have an automated method, including hardware and software, for the unattended archival and restoration (i.e., to and from removable media except for the changing of removable media on a schedule approved by the TANK) of all application files, database, and other relevant files. b. The archival/backup system should allow having two years of active production data and up to five years of staging/archive data. c. Archives, backups, and restorations shall not hinder nor prevent access to system functionality and applications. d. The archival and backup of the databases shall be independent of the file system archival, and shall allow for the simultaneous and independent archival and restoration of file system and databases. C.14 Web Server a. Web server must be free standing, have the ability to operate in a proxy environment, and meet all owners security standards. b. The System shall provide web-server functionality. c. Web standardized and ad hoc reporting, via a robust user interface, shall be used by the remote sites. C.15 Network Communications a. The Proposer shall identify needs and provide specific recommendations for the system communications network, as developed in the design phase and approved by TANK. If the system is hosted by TANK, the vendor will be required to conduct network discovery with TANK 31

33 to ensure the product will seamlessly connect to the current and established enterprise technology environment. b. The objective of the network recommendation is to ensure a secure and fast communication network between the server farm and end users when a variety of high speed, as well as dial-up and web-based communication media are necessary to establish end-user connectivity. C.16 Wireless Communications Secure wireless communications architecture will meet all TANK s IT standards. C.17 Remote Access a. Remote application access will be determined based upon business requirements and must meet the RPTA requirements. b. RDP is the TANK s IT standard for remote access. C.18 Test Plans and Procedures a. Proposer shall develop test plans and procedures for all tests to ensure that each system s component test is comprehensive and verifies all the system features and device functions to be tested. b. Testing of all hardware, software and firmware shall be included in the test plans and procedures. c. If the system is hosted in TANK, all system-wide and/or network testing will be reviewed and pre-approved by the TANK s Technology Department. C.19 Technical Support and Training a. Training shall be provided to fully familiarize TANK s System Support Staff with all aspects of the applications software, including the structure of the applications, tables utilized, all network communications and settings, plus other similar information. b. The training plan and training documentation shall be approved at a reasonable time after NTP, but before FDR. The trainer for this course shall be a qualified Technical System Administrator. All training shall be on-site. CBT modules shall be available for all major training elements. The Vendor shall furnish all materials, books, and other training aids for each student. c. Training program for five (5) Owner administrative personnel, which shall establish the fundamental operational principles of the system and the specific means provided for system administrative personnel to configure, utilize, and monitor system operation and performance. 32

34 Also to include the implementation of CRMS policies, escalation procedures, and usage of system generated reporting functions. d. Training program for 2 groups of four (4) Owner user personnel per roles. C.20 Information Requirements Establish specific operational activities that are required to obtain the specified system functionality. Additionally Computer Based Training (CBT) on CDROM, which provides the required training elements, shall be provided to OWNER. C.21 System Monitoring a. There shall be a hardware, operating system, and application level error alerting function via wireless phones, text messaging, pagers, and or . b. The Proposer shall provide an alerting feature that is user friendly and allow for highly customizable alerting. System shall have the ability to determine if the alerted party receives actual notification (via an affirmative response) and shall be configured to escalate the alert up a pre-identified chain until an affirmative response is received back. C.22 System Documentation a. Within 30 days after Design Review, the Proposer shall furnish TANK with one electronic and five (5) printed copies of complete written documentation of the system architecture and details of that architecture. Architecture shall include at a minimum: Server Workstation Database Data Communications Application Interfaces Data Dictionary Table Layouts Availability and Survivability. 33

35 b. All documentation described in this section shall be provided in hard copy and electronic formats. c. Data diagrams shall be developed. All programs shall be defined and described fully showing all inputs/outputs, samples of reports, logic flows and major functions described, as well as assumptions used during program development. Detailed System functional requirements and schematic diagrams shall also be provided. d. Detailed network data diagrams will also be provided to depict physical and logical equipment structures. C.23 Licensing a. Operating system, application, and database licensing shall be provided along with the following; Software Keys Software Media Software versions Software Certificates. b. All software to be used must be licensed according to their manufacturers licensing policies. c. The Proposer will outline all software licensing requirements to include but not be limited to: Server operating system software license requirements Client access licensing Database server processor license requirements Database client access license requirements Web server certificate requirements CCS application(s) licenses Tape-backup/archiving licenses. d. The Proposer shall provide an escrow agreement that guarantees TANK access to the source code and other files of the Customer Relations Management System should the Contractor be unwilling or unable to perform future system software/firmware main or modifications required by TANK. 34

36 C.24 Disaster Recovery and Business Continuity The Proposer should provide a disaster recovery and business continuity plan for the System and all its major components. C.25 Information Requirements of CRMS a. Ability to capture, store, retrieve, update, report on the following Customer Contact data: Customer Info Name (last, first, m.i.), Contact Information (Phone Number, Address, Mailing Address, Business Fax Nbr), Desired Response Method ( , phone (home, cell, office), walk-in, mail, none needed, etc.), Preferred response time-of-day, internal/external call indicator Call Info Date/time of occurrence/incident, Description of complaint/kudo/suggestion/request/route / Vehicle # and/or Block Number / Incident Location / Incident City / Direction, Operator Badge # or Name (for one of these), Minutes Late, Minutes Early, ADA / High Priority / Title VI Designation, Witness Indicator Note: Multiple Issues can be reported within a Contact Record. Intaker Info Date/time of receipt, Date/time logged (automatic), Intaker User ID (automatic), Intaker Comments / Observations, Method of Call Receipt (drop list: , phone, walk-in, mail, etc.), Contract Record Number (system assigned), Valid / Invalid Complaint Indicator, Status (default=open), High Profile Indicator, High Profile Group/Name Verifier Date/Time stamp, User ID - Verifier Name/ID (auto), Release Date/Time stamp, Assigned Provider/City, Primary Responder, Responder Assignments/Notifications, Service Type, Property/City/Jurisdiction, Category, Sub-Category, Subject Code, Verifier s Comments Supervisor Date/Time stamp, User ID Supervisor Name/ID (auto), Responder/ Investigator Info Date/Time stamp, User ID, Data Inputer Name, Responder Comments, DAR Trip Indicator (ADA Trip or Non-ADA Trip; applies only to DARrelated Contact Calls); Valid / Invalid Complaint Indicator, Response Code (advised, re-trained, instructed, referred to, other values to be identified), Status, Link To (Contact Record Nbr allows user to jump to related record to view, then return), Include 7-step process screen for ADA and Title VI contact call. Contact-to-Customer date/time, Contact-to-Customer, follow-up date field, Notes (system can track multiple contacts to customer) Reviewer Review Date/Time, User ID, Reviewer Comments, Status 35

37 b. All drop lists in system can be easily updated and maintained. Values are NOT hard coded into application programs. c. Internal Or External Call Indicator designate calls made within TANK / customer / employees or external customer. d. Valid / Invalid Complaint Indicator - Can be entered by Intaker if information indicates as such; may be entered or changed (with audit trail) by Investigator if it is determined call is a non-complaint / non-problem. Invalid Complaints are not counted as a problem or issue; customer just needed to be informed of policy. e. Highlight calls for special interest or high profile individuals, dept, groups, etc. I.e.:, Public officials, News Item, etc. - Indicator and name: High Profile Indicator, High Profile Group/Name f. Required fields: Enter UNKNOWN or N/A if this information is not applicable to the nature of incident or if information is unknown. C.25 Reporting a. Provide ability to group Customer Contact Record information for reporting / selection purposes (list of values for each will be provided; following list is partial): By Service Type By Property / City / Jurisdiction By Category By Sub-category By Subject By ADA By Title VI By High Profile / High Profile Group or Name By Status b. Provide ability to list values (drop list) of above groupings so that values most frequency used can appear at the top of the list. 36

38 c. Availability of end-user defined fields (TANK) to be used for reporting purposes. Key words/phrases/values for drop lists tied to end user defined fields are designated and maintained by properties (with designated security) d. Provide adhoc reporting capabilities with ability to restrict access to information. e. Ability to suppress printing sensitive information, such as employee and/or customer information, from certain reports, like the response report to customer. f. Ability to export report information (text format) into other software (i.e.: Excel) to perform additional statistical analysis or send to other agencies g. Ability to create trend / statistical reports in chart form (pie, bar, line, etc.) h. Ability to generate adhoc reports by specifying time of day (using Time of Incident information). Report Requirements (addition detailed specifications to be provided): Open Issues Report current report; Aging: specify Date logged to present / x-days; by provider, assigned responder include Contact #, Date/Time Logged, Category, Age (days), Status. New requirement: Include Contact Call with its attached issues. Monthly Activity Report Run monthly; by provider; Prior Month & Current Month for: number of contact calls taken, number open/received/pending/closed by category, subcategory, ADA, Title VI, High Profile Group/Name, Priority Turnaround Tracking Report specify Date Range, Provider; Date Received, Date Logged, Release Date, Date Closed, Calculate Number Of Days To Close (turnaround), Contact; by provider, category, sub-category, priority; ADA, Title VI, High Profile Group/Name, Priority Trend Analysis Report specify current and past Date Range to compare, specify Providers/City; compare Turnaround Tracking Report by current period and past period by provider, category, sub-category, ADA, Title VI End of Month Summary For all providers; record counts and calculate percentage by category, sub-category, ADA, Title VI assigned responder Customer History specify date period and day of the week, customer, Property &/or Jurisdiction &/or City. Details to include customer name, CC #, Date of Incident, Status, category, subcategory, ADA, Title VI; total of all complaints for customer Employee History specify date period and day of the week, employee name or badge, Property &/or Jurisdiction &/or City. Details to include employee name and badge, customer name, CC #, Date of Incident, Status, category, subcategory, ADA, Title VI; total of all complaints for employee 37

39 Route History specify date range and day of the week, time of day, Assigned Property &/or City, Detail or summary report indicator. Detail Report to include CC#, Date of Incident, Status, Provider, Category, Sub-category, ADA, Title VI. Summary Report of Total number by route, category, sub-category, ADA, Title VI, High Profile Group/Name, status. Pending Report specify date range (days, weeks, months); Totals by provider / City, daterange, Priority ADA & Title VI Pending Report specify date range (days, weeks, months); Totals by Property &/or City, date-range, Priority. Totals by assigned responder, date-range Issue Call Detail Screen online for browsing or print ; specify ADA/Title VI/Other, Provider, Date Range with day of week. Complaint Summary (first 10 lines of complaint), CC# and corresponding issues; customer, Date of incident, Status, EE name. Overdue Report specify Assigned Provider, responder/investigator; Details to include CC#, All issues, Date of Release, Priority, Due Date Status, Category, Sub-category, ADA, Title VI, High Priority, High Profile Group/Name Kudo Certificates Employee, customer, supervisor name, date, is automatically transferred from CC Record; ability to include custom narrative or comments into certificate (number of characters should be at least 1000). Jurisdictional Call Report specify date range, Property &/or City; by Category, Subcategory, ADA, Title VI, first 10 lines of Description Detail Adhoc Report capability with ability to restrict access to information based on property/city/ etc. Diary (Activity Log) Report/Screen by investigator, reviewer. Details: CC#, Issue, Date Released, Date due, Flag overdue, status, investigator s diary comments C.26 Managing Calls with Multiple Issues a. Ability to manage a call with multiple issues b. Ability to record multiple issues (sub-records) have them tie back to the customer call c. Option to assign a primary/lead investigator / responder so that customer does not get multiple contacts when multiple investigators are involved d. Ability to create consolidated report / response to customer e. Ability to report on call, with all associated issues, investigator/responder results 38

40 C.27 Support the Supervisor Process a. Ability to automatically (by system) assign investigators/responders based on Category, Subcategory, ADA Indicated, Title VI indicated, and High Profile indicated (if multiple issues are involved, assignments are made for each issue (subrecord) b. Ability to re-route, override or remove automatic investigator/responder assignments if necessary; enter explanation in comments if this is done c. Ability to add investigator/responder assignments if necessary; enter explanation in comments if this is done. d. Ability to provide automatic notification e. Provide notification confirmation C.28 Support the Investigation Process a. Ability to modify category, sub-category, information during investigation if required. b. Identify ADA or Non-ADA in door to door service related calls c. Date/Time stamp, User ID stamp d. Ability to enter Investigation Comments e. Ability to attach scanned documents to record f. Ability to copy and paste text from other sources, i.e.: Microsoft Word, Text files, etc. into comments field. g. Designate whether call is a VALID or INVALID Complaint - using a Valid / Invalid Complaint Indicator h. Ability to enter indicate a link to another contact call record in the system - using a Link To field to enter the other contact call record number i. Provide 7-step process screen for ADA and Title VI contact call. j Ability to add investigator/responder assignments if necessary; enter explanation in comments if this is done. k. Ability to update Status - when investigation begins, status is set to PENDING; when investigation is completed, status is set to COMPLETED. 39

41 C.29 Response Requirements System should have two separate due dates associated with each contact (acknowledgement date and completion date). First due date is to acknowledge complaint. This will be separated by high priority, normal priority, ADA, or Title VI: Acknowledgement - Variable field (by number of days or hours) that can be changed (ability to be defined for different due dates) for Non-High Priorities or Priorities. Completion Date - Customer Contact: Target initial contact time to customer Ability to establish estimated response times by priority Ability to monitor and report on response times Contact Record cannot be closed until designated key fields are completed C.30 Assign Complaints-- Provide the ability to assign complaints to investigators a. Ability to define notification levels ( i.e.: notify on all complaints, notify on past due only, FYI) b. System can be set to assign certain complaints based on Category and Sub-category to specific investigators (preset lists) c. Additional investigators can be added to the preset lists (tables that automatically assign complaints based on category and subcategory) d. Contact can be deleted only by authorized staff at the administrator level C.31 Provide Workflow Capability via a. System uses independent function (not in conjunction or dependent of our system) b. System sends notifications with the ability to turn off the notification feature by investigator (to be performed by the administrator) c. system provides a sent receipt and a read receipt for each notification (to be sent to the Administrator s address) d. Providers / Cities / Jurisdictions can update their notification list C.32 Contact List 40

42 a. Provide following status options (messages system lists when one logs in lists of contacts by status criteria): Lists of contacts by status criteria: Open - default at time record is first entered into system Pending - in investigative stage Completed -investigation is complete; awaiting final review Closed - after final review and information is satisfactory Follow up date field (default should be blank; this field is not required to close a contact) b. Provide re-open capability by Administrator; include follow-up comments (with diary date) and ability to assign to new investigator c. Ability to search and retrieve records based on one or more of following criteria: Status, Date of Incident Range, Investigator/Responder, Category and/or Subcategory, Customer Name, Customer Contact Record Number, ADA, Title VI, Priority, Due Date, High Profile Group/Name, High Profile Indicator, follow up. C.33 Full Audit Capability System automatically tracks all user access and actions performed on a Customer Contact Record with recorded User ID, Date/Time stamp; previously saved call data is not deleted. C.34 Follow-Up a. Provide ability to track/manage additional follow-up (with diary date, investigator, and follow-up comments/ instructions). System can automatically notify assignee by on designated follow-up date. b. Ability to generate a reminder when no activity has been detected (by date range) to call record after x days (user entered field) from follow-up date. C.35 Designate Contact Priority Levels Ability to designate a priority level to a variety of contacts (default is normal priority): Ability to designate contact as a normal priority. Ability to designate contact as a high priority. 41

43 Ability to designate contact as an ADA. Ability to designate a contact as a Title VI. Ability to designate a contact as a High Profile. Include the name of individual or group (i.e.: Mayor, Council District, City Manager) Provide ability to add special designation fields to accommodate future regulations. C.36 Assign Contact Priority a. Default is regular (normal) priority b. Automatically assign priority code based on Category, Sub-category for ADA, Title VI, High Priority, and High Profile designation c. Ability to assign a priority to contact (provide minimum of 6 levels). Ability to set default to normal priority Ability to set default priority for ADA to its own priority code Ability to set default priority for Title VI to its own priority code Ability to designate contact as a high priority. Ability to set a default priority for High Profile contact records Ability to set a default priority for any future special designation fields Ability to set response time (acknowledgement timeframe) for initial customer contact to various priority levels levels Ability to set response time for completion of contact (completed date) to various priority Ability to assign the response time requirements by Provider d. Ability to override the automatically assigned priority code if necessary C.37 Assign Security Access - Ability to assign security / access based on levels (levels 1-10) a. A person may be in multiple roles. b. Security Application at the field level: ability to hide fields from view or "gray" out fields (to prevent update) based on security assignment 42

44 c. Security Application at the panel level: limit access to view-only; add/update; delete d. Limit access of data to certain users e. Automatically assign priority code based on Category, Sub-category for ADA, Title VI, High Priority, and High Profile designation f. Ability to assign a priority to contact (provide minimum of 6 levels). Ability to set default to normal priority Ability to set default priority for ADA to its own priority code Ability to set default priority for Title VI to its own priority code Ability to designate contact as a high priority. Ability to set a default priority for High Profile contact records Ability to set a default priority for any future special designation fields Ability to set response time (acknowledgement timeframe) for initial customer contact to various priority levels levels Ability to set response time for completion of contact (completed date) to various priority Ability to assign the response time requirements by Provider g. Ability to override the automatically assigned priority code if necessary Roles: Software Owner Administrator Supervisor Role Intaker Role Investigator / Responder Role Verifier Viewer 43

45 C.38 Forms/Templates - Provide user-defined form/template documents for response to customer, issuing certificates, etc. a. Forms to be specialized depending on format required for , hardcopy, fax, etc. b. Appropriate information from Customer Contact Record can automatically populate specific field on form/template document. c. Ability to change, add, remove templates from the system. Such requests to be funneled to Administrator for action. d. Ability to trigger automatic generation of postcard notice to customer acknowledging contact call. C.39 Notification - Some calls do not require investigation, but notification is required to the appropriate area. a. Issue notification to appropriate responders. b. Intaker can update status to "CLOSED" to indicate investigation is not required and assign as an FYI. C.40 Linking Records Provide ability to include a "link" to another Customer Contact Record if related. Call from witness to an event reported in another Customer Contact Record. Ability to link/reference similar calls (i.e.: A vehicle operator's contact call and a customer's contact call related to the same incident) If "link" cannot be determined at time of contact, ability to run reports grouping Customer Contact Records with same incident date, similar incident time (within a pre-determined plus/minus tolerance), same route/bus number /or operator badge number or operator name. C.41 System Access a. Ability for multiple users to access the same Contact Call Record simultaneously. b. System locks record and notifies other viewers when another user is making an update to the record. Record is unlocked with notification when update is completed. c. Multiple investigators can update their own investigator screen (dependent on user id.) d. Investigators can view each other s information on the same case. 44

46 e. Investigator list is maintained by Administrator C.42. Access Provide customers with web-access to enter their own Customer Contact Call. Ability to designate required fields Customer name Address, phone or for contact information Date of incident Time of incident Incident Location Route Direction of travel Bus # (only if they have it) Operator Badge # (only if they have it) Operator s Description Customer comments regarding the nature of the complaint If they want a response, then method of response. C.43 Testing OWNER shall have the right to witness all tests. Contractor shall notify the Owner at least five (5) working days prior to the start of all testing. OWNER shall have the right to request all test reports and to conduct a review of all testing. REQUIRED TESTING ELEMENTS The following types of testing are required in the Test Plan: A. Verification Testing: Contractor shall conduct a series of tests to verify the functions. The content and schedule of these tests shall be specified in the Contractor s Verification Test Plan, the content of which shall 45

47 be based on: Available project resources, Equipment delivery, Hardware/software dependence relationships, user interface requirements. Contractor shall demonstrate that the CRMS performs all system functions under normal operational conditions. B. Pilot Test: After successful completion of Verification Testing, the Contractor shall conduct tests in accordance with the Owner reviewed Pilot Test Plan to demonstrate that the system is ready to go on-line. The Pilot Test Plan shall have provisions for: Cut-over of all users (in phases) onto the system, monitoring all operations, and coordination with all necessary support groups to expeditiously resolve problems. During this time, a two week parallel system comparison will be conducted. C. Final Acceptance Testing: Contractor shall perform a final acceptance test to verify that the day-to-day operation of the system in the Owner environment is in accordance with all requirements and can be maintained over an extended period of time. This period can begin after total system cutover and shall last for a period of not less than 30 consecutive days. The In-tolerance performance of the system during this 30-day period shall not drop below a 99.5% uptime, excluding force majeurs. If the above stated In-tolerance system performance limits are exceeded during the final acceptance test, then Contractor shall make the needed changes and the acceptance test shall be repeated, until 30 consecutive days of in-tolerance performance occurs. C.44 Warranties: a. System Performance Warranty. Manufacturer shall warrant to the Owner that the CRMS applications will perform in a manner consistent with the intent of this specification. b. Materials and Workmanship Warranties: Contractor shall warrant to OWNER that all materials and work furnished under this contract shall be new, of the latest design, of good quality, free of defects, and in conformance with the Contract Documents. All materials and work not in conformance with the Contract Documents shall be replaced free-of-charge to OWNER during the base-offer warranty period. c. Base-Offer Warranty Period: All UPDATE-RELEASES, REVISIONS, AND NEW VERSIONS (i.e., product update-releases, revisions, and new versions for a period of one (1) year after the full acceptance of the CRMS software shall be made available to the Owner without additional charge. d. Extended Maintenance Agreement: 46

48 Contractor shall include in its Offer an option for extending warranty (or maintenance agreement) for four (4) additional years, quoted in one (1) year increments. The level of support in years 2 through 5 is to equal or exceed the system support of the warranty embedded in year Contractor shall describe all details of their proposed maintenance agreement and sustainment plans to their offered. Contractor will provide a letter from the manufacturer that the systems (products) proposed will be supported for seven (7) years from the date of OWNER acceptance. e. General: Contractor shall provide preventive support and emergency support at the OWNER s location, and as follows: Preventive Maintenance. Contractor shall perform all preventive maintenance per the Manufacturers recommendations during the base-warranty period. Exhibit Maintenance Coverage. Owner shall have the option of selecting full postwarranty maintenance coverage by the Contractor versus Owner-supplied maintenance for individual system components such as: The primary system components (e.g., cabinets, power supplies, central processors and control units) Parts availability, including emergency distribution from the Contractor s parts depot, shall not be adversely affected by OWNER s selection of self-maintenance for a component(s) of the System. Should the owner purchase a system which includes server hardware, the contractor will include in the cost of the server manufacturers service agreement (generally referred to as a service pack). This server support should be available for a period of 24 hours/7 days a week, with a three hour on site response time. The cost of this coverage shall cover a period of three years. C.45 TRAINING CRMS Training Program: A training program for administrative, technical and user personnel shall be provided. Training should address, classroom on-site training for multiple students as well as Train, Trainer liaison If the Owner selects the full maintenance agreement option then the vendor shall make available training costs for OWNER use 12 months after acceptance. Proposer to state number of class hours, type of training, and specific topics covered as well as any minimum or maximums to class size. 47

49 Training Classes: Vendor shall make provisions for a training program for each category at the Owner site. On-site training (as a minimum) shall include the following categories: Technical Staff: Training shall be provided to fully familiarize System Support Staff with all aspects of the applications software, including the structure of the applications, tables utilized, all network communications and settings, plus other similar information. The training plan and training documentation shall be approved at a reasonable time after notice to proceed, but before Final Design Review. The trainer for this course shall be a qualified Technical System Administrator. All training shall be on-site. Computer Based Training modules shall be available for all major training elements. Administrative Management: Training program for five (5) Owner administrative personnel, which shall establish the fundamental operational principles of the system and the specific means provided for system administrative personnel to configure, utilize, and monitor system operation and performance. Also to include the implementation of CRMS policies, escalation procedures, and usage of system generated reporting functions. Training Documents: The Vendor shall furnish all materials, books, and other training aids for each student. C.46 Maintenance Contractor shall provide a description of specific objectives regarding the maintenance of the proposed system and the response times. C.47 Installation Contractor shall be responsible for performing the necessary installation and cutover for the total system (hardware [if applicable] and software) in conjunction with the OWNER s designated IT Staff. C.48 Documentation Contractor shall provide documentation for the system. This documentation shall include a data flow diagram which will detail the path of the data from the server to the desktop computer and be inclusive of any other pathways (e.g. printing, etc.). This document shall be graphic in 48

50 nature and also include a descriptive section in plain text. As a minimum, documentation shall include a data dictionary. This documentation shall be updated as changes occur and shall be adequate to provide for operation, installation, and maintenance. C.49 Response Time On-site or remote access response time by the Contractor (by technically trained personnel) for support of the specified system shall be no more than two (2) hours during the time period of 6:00 a.m. 7:00 p.m., Monday Friday and Saturday; and 8:00 a.m. - 5:00 p.m., after notification of a requirement for assistance. Contractor shall also provide telephone/ access to the Owner s technical representative immediately after the initiation of an event. This applies during the warranty and maintenance period. Contractor shall make all reasonable efforts to prevent interruptions of service. When interruptions occur, Contractor shall re-establish service with the shortest possible delay. Contractor shall inform Owner as soon as possible of any occurrence of an unusual nature, which may result in prolonged, or serious interruption of service. OWNER permission is required prior to any contractor-initiated outage. C.50 Quality Assurance Vendor to provide a quality assurance plan that addresses application development, testing, and implementation. 49

51 PART D PROPOSAL FORMAT 50

52 D.1 Proposal Organization The proposal shall be organized in conformance with the format detailed below. Excluding the required attachments in Part F of this Request for Proposal (RFP), every effort should be made to keep the proposals concise, straightforward and non-repetetive. Six (6) copies of each proposal shall be submitted. D.2 Cover Letter Each proposal should contain a cover sheet that clearly states the firm, point of contact and detailed information for that contact (Name, Title, Address, Phone Number and Address of contact.) If the bidder is a certified Disadvantaged Business Enterprise (DBE) or a small business (SBE), it should be noted in the cover letter. The U.S. Small Business Administration (SBA) website at sba.gov will be used to define a small business based on the NAICS code of the particular bidder. D.3 Background and Experience - Firm This section should provide a description of the firm s background and history as it pertains to CRMS technology implementation, using Part C, Scope of Work, as a guide. A description of the firm s experience on similar contracts should be provided. At least three (3) references, in the transit industry (if possible), should be provided. As a minimum requirement, Contractor shall provide a list of projects, which indicate that Contractor has performed in successfully meeting past and present contract requirements. The list shall include the following items: Project Description Company, Government Agency, and Transit Experience Name and Telephone Number of Contracting Agency representative Performance Dates Dollar Value of Final Award D.4 Organizational Staffing/Schedule The proposal should include an organizational chart of staffing. The proposal should include resumes that clearly state the abilities, specialties and related experience of the individuals assigned to this project, including subcontractor employees, if applicable. The proposal should also address the anticipated workload of the individuals assigned to this project and the expected schedule for implementation post-contract-award. 51

53 D.5 Approach/Solution Description The proposal should include a response to the scope of work and its required elements with detailed plans on how the services will be provided as well as anything that your software solution would do for this project that might set it apart from other firms. Contractor shall address in detail each section and subsection of this specification as part of their response to this RFP. This section should provide a physical description of all required and/or provided hardware and software. The software solution and the capabilities of the proposed system should be described. Any unique or important information regarding the proposed software should be described. Contractor shall indicate that they understand and will comply to all sections and subsections which the Contractor does not take exception to as part of its Base-Offer. Should the Contractor decide to take exception to any provision of any section or subsection, Contractor shall so indicate in its response to that particular section. D.6 Price Information The proposal must include pricing information in accordance with the guidance provided on the pricing form included as the next page. Firms or individuals that respond are required to respond to each Scope of Work section. Respondents must list specific itemized fees for all costs. TANK reserves the right to make any and all decisions it feels is in its best interest regarding all pricing proposals. D.7 Schedule Provide a detailed schedule for implementation, including dates for deliverables and important milestones, such as: Design Review, Installation, Testing, Training and System Launch. 52

54 PROPOSAL PRICING FORM Each budget proposal must contain, at a minimum, the pricing information listed below. The format for detailing and displaying this information will be determined by the proposer, but must be reasonably clear and understandable. P.1 Direct Labor Costs: List the estimated hours of labor and hourly rate by position for all professional personnel participating in this effort. P.2 Direct Hardware Costs P.3 Direct Software Costs P.4 Extended Warranty Costs P.5 Training Costs P.6 Total Contract Cost P.7 Hourly rate for future On-Call Consultant Services 53

55 PART E PROPOSAL EVALUATION 54

56 E.1 Basis for Evaluation The information and documents specified in this Part of the Request for Proposal (RFP) will serve as the basis for evaluation of proposals and firm selection. E.2 Criteria For Evaluation And Selection Include: (1) 20% Firm s Like-Project History: The overall displayed experience of the individuals and firm with meeting the needs of transit agency CRMS projects. Experience on similar projects and with demonstrated capability to perform on schedule and within budget. (2) 35% Software Solution/Approach: The overall ability for the proposed software solution to meet the needs described in Scope of Work. (3) 30% Price (4) 5% Certified Disadvantaged Business Enterprise (DBE) or a small business (SBE) (5) 10% Proposed Work Plan and Schedule E.3 Method Of Award TANK reserves the right to reject any or all proposals and to accept the proposal(s) considered to be most advantageous to TANK. TANK reserves the right to select a contractor on the basis of proposals received, without further discussion or clarification from other proposers. After initial evaluation, the finalists will then be ranked in order of preference based on the criteria listed in Section 5.1 Criteria for Evaluation and Selection. If necessary, TANK may then short list the proposers based on their rank and schedule interviews. Recommendation(s) will then be presented to the TANK Board of Directors for approval. Any matters concerning the selection process should be addressed, in writing, directly to Andrew Aiello, Transit Authority of Northern Kentucky (TANK), 3375 Madison Pike, Fort Wright, Kentucky Outside of the Proposal Questions process detailed in Part A of this Request for Proposal (RFP), selection committee members are not to be contacted by any of the proposers regarding this request for proposal. If TANK requires additional information or clarification from a proposer, TANK will contact the proposer directly. Each proposer will be advised in writing of any decision related to award on or before October20,

57 PART F ATTACHMENTS 56

58 TRANSIT AUTHORITY OF NORTHERN KENTUCKY Part F - Attachment A Statement of Eligibility Form RFP The hereby certifies that he/she (Name of propser) is / is not (circle one) included on the Comptroller General s Lists of Persons or Firms Currently Barred for Violations of Various Public Contracts Incorporating Labor Standards Provisions. Name of Individual, partner or corporation: Name: Street Address: City, State and Zip Code: Telephone Number: Printed Name: Authorized Signature: Title: 57

59 TRANSIT AUTHORITY OF NORTHERN KENTUCKY Part F - Attachment B Addenda Acknowledgment Form RFP Addenda Received (if none received write none received ) Addendum No. Date Received: Addendum No. Date Received: Addendum No. Date Received: Name of Individual, partner or corporation: Name: Street Address: City, State and Zip Code: Telephone Number: Printed Name: Authorized Signature: Title: 58

60 TRANSIT AUTHORITY OF NORTHERN KENTUCKY Part F - Attachment C Non-Collusion Affidavit RFP STATE OF COUNTY OF, being first duly sworn, on (name) his/her oath says he is of Title Name of Firm and not a sham or collusive proposal, or made in the interest of or on behalf of any collusive proposal, or made in the interest of or on behalf of any person not herein named; and he/she further states that said proposer has not directly or indirectly induced or solicited any other proposer for this work to put in a sham proposal, or any other person or corporation to refrain from proposing; and that said proposer has not in any matter sought by collusion to secure to self advantage over any other proposer or proposers. (SIGN HERE): County In and for the State of Subscribed and Sworn to before me this day of, Notary Public My Commission Expires: 59

61 TRANSIT AUTHORITY OF NORTHERN KENTUCKY Part F - Attachment D Certification of Restrictions on Lobbying RFP The Undersigned Hereby Certifies on Behalf of that: (1) No Federal appropriated funds have been paid or will be paid, by or on behalf of the undersigned, to any person for influencing or attempting to influence an officer or employee of any agency, a Member of Congress, an officer or employee of Congress, or an employee of a Member of Congress in connection with the awarding of any Federal contract, the making of any Federal grant, the making of any Federal loan, the entering into of any cooperative agreement, and the extension, continuation, renewal, amendment, or modification of any Federal contract, grant, loan, or cooperative agreement. (2) If any funds other than Federal appropriated funds have been paid or will be paid to any person for influencing or attempting to influence an officer or employee of any agency, a Member of Congress, an officer or employee of Congress, or an employee of a Member of Congress in connection with this Federal contract, grant, loan, or cooperative agreement, the undersigned shall complete and submit standard Form-LLL, Disclosure Form to Report Lobbying, in accordance with its instructions. (3) The undersigned shall require that the language of this certification be included in the award documents for all sub-awards at all tiers (including subcontracts, sub-grants, and contracts under grants, loans, and cooperative agreements) and that all sub-contractors shall certify and disclose accordingly. This certification is a material representation of fact upon which reliance is placed when this transaction was made or entered into. Submission of this certification is a prerequisite for making or entering into this transaction imposed by Section 1352, Title 31, U.S. Code. Any person who fails to file the required certification shall be subject to a civil penalty of not less than $10,000 and not more than $100,000 for each such failure. Executed this day of, 20 Name of Proposer Address Signature of Authorized Official Title of Official 60

62 TRANSIT AUTHORITY OF NORTHERN KENTUCKY Part F - Attachment E Certificate of Procurement Integrity RFP I, (Name of Certifier) am the officer or employee responsible for the preparation of this proposal and hereby certify that, to the best of my knowledge and belief, with the exception of any information described in this certificate, I have no information concerning a violation or possible violation of Subsection 27 (a), (b), (c). or (e) of the Office of Federal Procurement Policy Act * (41 U.S.C. 423) (hereinafter referred to as the Act ), as implemented in the FAR, occurring during the conduct of the procurement As required by Subsection 27 (d) (1) (B) of the Act, I further certify that each officer, employee, agent, representative, and consultant of (name of proposer) who has participated personally and substantially in the preparation or submission of this offer has certified that he or she is familiar with, and will comply with, the requirements of Subsection 27 (a) of the Act 1, as implemented in the FAR, and will report immediately to me any information concerning any violation or possible violation of the ACT, as implemented in the FAR, pertaining to this procurement. Violations or possible violations: (Continue on plain bond paper if necessary and label Certificate of Procurement Integrity (Continuation Sheet)). ENTER NONE IF NONE EXISTS) 2 Authorized Signature Date Typed Name of the Officer or Employee 1 Section 27 became effective on September 16, THIS CERTIFICATION CONCERNS A MATTER WITHIN THE JURISDICTION OF AN AGENCY OF THE UNITED STATES AND THE MAKING OF A FALSE, FICTITIOUS, OR FRAUDULENT CERTIFICATION MAY RENDER THE MAKER SUBJECT TO PROSECUTION UNDER TITLE 18, UNITED STATES CODE SECTION

63 TRANSIT AUTHORITY OF NORTHERN KENTUCKY Part F - Attachment F Certification Regarding Debarment, Suspension and Other Responsibility Matters RFP The undersigned, an authorized official of the Proposer stated below, certifies to the best of its knowledge and belief, that it and its principals: 1. Are not presently debarred, suspended, proposed for debarment, declared ineligible, or voluntarily excluded from covered transactions by any federal department or agency; 2. Have not within a three-year period preceding this proposal been convicted of or had a civil judgment rendered against them for commission of fraud or a criminal offense in connection with obtaining, attempting to obtain, or performing a public (federal, state or local) transaction or contract under a public transaction; violation of federal or state antitrust statutes or commission of embezzlement, theft, forgery, bribery, falsification or destruction of records, making false statements, or receiving stolen property; 3. Are not presently indicted for or otherwise criminally or civilly charged by a governmental entity (federal, state, or local) with commission of any of these offenses enumerated in paragraph (2) of this certification; and 4. Have not within a three-year period preceding this proposal had one or more public transactions (federal, state, or local) terminated for cause or default. (If the undersigned is unable to certify to any of the statements in this certification, such official shall attach an explanation to this proposal). THE UNDERSIGNED CERTIFIES OR AFFIRMS THE TRUTHFULNESS AND ACCURACY OF THE CONTENTS OF THE STATEMENTS SUBMITTED ON OR WITH THIS CERTIFICATION AND UNDERSTANDS THAT THE PROVISIONS OF 31 U.S.C. SECTIONS 3801 ET SEQ. ARE APPLICABLE THERETO. Name of Proposer Address City, State, Zip Signature of Authorized Official Title of Official Date 62

64 TRANSIT AUTHORITY OF NORTHERN KENTUCKY Part F - Attachment G Certification of Central Contractor Registration RFP The Undersigned Hereby Certifies on Behalf of that: (1) The firm is registered with the Central Contractor Registration of the United State Federal Government. (2) The firm s Central Contractor Registration valid until, 20. Executed this day of, 20 Name of Propser Address City, State, Zip Signature of Authorized Official Title of Official Telephone 63

65 TRANSIT AUTHORITY OF NORTHERN KENTUCKY Part F - Attachment H Certification of Data Universal Numbering System RFP The Undersigned Hereby Certifies on Behalf of that: (1) The firm is registered with the Dun & Bradstreet Data Universal Numbering System or D-U-N-S System. (2) D-U-N-S Number: Executed this day of, 20 Name of Propser Address City, State, Zip Signature of Authorized Official Title of Official Telephone 64