Provision of Utility Billing Software and Implementation Services

December 22, 2022 REQUEST FOR PROPOSAL RP002-23 The Gwinnett County Board of Commissioners is soliciting competitive sealed proposals from qualified service providers for the Provision of Utility Billing Software and Implementation Services for the Department of Financial Services. Proposals must be returned in a sealed container marked on the outside with the Request for Proposal number and Service Provider Name. Proposals will be received until 2:50 P.M. local time on February 13, 2022 at the Gwinnett County Financial Services - Purchasing Division – 2nd Floor, 75 Langley Drive, Lawrenceville, Georgia 30046. Any proposal received after this date and time will not be accepted. Proposals will be publicly opened and only names of submitting firms will be read at 3:00 P.M. A list of firms submitting proposals will be available the following business day on our website www.gwinnettcounty.com. A WebEx

pre-proposal conference is scheduled for 10:00 A.M. local time on January 12, 2023. To access, dial 408-418-9388, enter Access Code 23345664887##. All Service providers are urged to attend. Questions regarding proposals should be directed to Dana Garland, CPPB at dana.garland@gwinnettcounty.com or by calling 770-822-8723 no later than 3:00 p.m. on January 20, 2023. Proposals are legal and binding upon the vendor when submitted. One unbound single sided marked “original”, eight (8) exact copies, one (1) electronic copy on a flash drive (labeled Technical), one (1) electronic copy of the cost proposal on a flash drive (labeled Financial) should be submitted. Cost should be submitted in a separate sealed envelope. The Proposal package can be accessed through the County’s website, Bids and RFPs page. www.gwinnettcounty.com/web/gwinnett/departments/financialservices/purchasing/bidsandrfps Successful service provider will be required to meet insurance requirements. The Insurance Company should be authorized to do business in Georgia by the Georgia Insurance Department and must have an A.M. Best rating of A-5 or higher. Gwinnett County does not discriminate on the basis of disability in the admission or access to its programs or activities. Any requests for reasonable accommodations required by individuals to fully participate in any open meeting, program or activity of Gwinnett County Government should be directed to the ADA Coordinator at the Gwinnett County Justice and Administration Center, 770-822-8165. The written proposal documents supersede any verbal or written prior communications between the parties. Selection criteria are outlined in the request for proposal documents. Gwinnett County reserves the right to reject any or all proposals to waive technicalities and to make an award deemed in its best interest. Award notification will be posted after award on the County website, www.gwinnettcounty.com and companies submitting a proposal will be notified via email. We look forward to your proposal and appreciate your interest in Gwinnett County. Dana Garland, CPPB, FOII, NIGP-CPP Purchasing Associate III http://www.gwinnettcounty.com/ mailto:dana.garland@gwinnettcounty.com http://www.gwinnettcounty.com/web/gwinnett/departments/financialservices/purchasing/bidsandrfps http://www.gwinnettcounty.com/ RP002-23 Page 2 Request for Proposal For Provision of Utility Billing Software and Implementation Services RP002-23 Issue Date: December 21, 2022 Closing Date: February 13, 2023 2:50pm RP002-23 Page 3 Table of Contents 1. Introduction .............................................................................................................. 4 1.1. Overview ............................................................................................................................ 4 1.2. Definitions.......................................................................................................................... 4 1.3. County Background ............................................................................................................ 5 1.4. Current Application Environment ........................................................................................ 6 1.5. Current Technical Environment .......................................................................................... 8 1.6. Other Planned Technology Initiatives ............................................................................... 16 1.7. Expected Scope of Utility Billing Solution ......................................................................... 16 1.8. Summary of Key Transaction Volumes ............................................................................ 17 1.9. Overall Evaluation Process ............................................................................................... 18 2. Service Provider Proposal Guidelines ...................................................................... 21 2.1. Intent ............................................................................................................................... 21 2.2. Requirements for Proposals ............................................................................................. 21 2.3. Requirements for Signing Proposal .................................................................................. 22 3. Proposal Response Format ..................................................................................... 23 3.1. Executive Summary.......................................................................................................... 23 3.2. Service Provider Background ........................................................................................... 24 3.3. Functional Requirements ................................................................................................. 24 3.4. Application Software ........................................................................................................ 26 3.5. Technical and Service Provider-Hosted Requirements ..................................................... 27 3.6. Software and Hosting Agreements .................................................................................. 28 3.7. Implementation Plan ........................................................................................................ 28 3.8. Staffing Plan .................................................................................................................... 33 3.9. Client References ............................................................................................................. 37 3.10. Ongoing Support Services ................................................................................................ 37 3.11. Exceptions and Deviations ............................................................................................... 37 3.12. Other Required Forms and Attachments .......................................................................... 38 3.13. Cost Schedule .................................................................................................................. 38 4. Proposal Forms, Terms and Conditions, and Sample Contract Documents .............. 40 Introduction ................................................................................................................................. 40 4.1. Service Provider Information Page ................................................................................... 41 4.2. Client Reference Form ...................................................................................................... 42 4.3 Non-Collusion Affidavit .................................................................................................... 45 4.4 Insurance Requirements .................................................................................................. 46 4.5 Contract and Statement of Work Documents ................................................................... 49 4.6 Code of Ethics Affidavit.................................................................................................... 63 4.7 Service Provider Affidavit and Agreement ........................................................................ 64 4.8 No Bid Form ..................................................................................................................... 65 4.9 General Instructions for Proposers, Terms and Conditions .............................................. 66 RP002-23 Page 4 1. Introduction 1.1. Overview The purpose of this request for proposal is to obtain competitive proposals from qualified software service providers capable of providing a Utility Billing (UB) software for the County of Gwinnett (“the County”). The County is seeking a UB product offering that meets or exceeds current County requirements and whose complete product offering provides a robust solution that will allow the County to continue to leverage this investment well into the future as the needs of the County grow and evolve. 1.2. Definitions The following definitions are used in the proposal: • Client or County means Gwinnett County, Georgia, a political subdivision of the State of Georgia. • Cloud Solution means the Utility Billing software is a private or public service provider- hosted/Cloud model (see private service provider-hosted/cloud solution and public service provider-hosted/cloud solution definitions below) • Plante & Moran, PLLC is the County’s independent consultant for the project. • Private Service Provider-Hosted/Cloud solution means the UB software is a private/single- tenant Cloud model, deployed and hosted in a third-party service provider data center. • Public Service Provider-Hosted/Cloud solution means the UB software is a public/multi- tenant Cloud model, deployed and hosted by a third-party cloud service provider. • Request for Proposal (RFP) means this document and all attachments including any addenda released. • Requirements means that part of the proposal document containing written directions and Requirements for completing the Work. Standards, or portions thereof, cited in the Requirements by reference shall have the same effect as if actually included in the proposal document in their entirety. • Service Provider or Proposer means a firm, company or organization submitting a proposal in response to this request for proposal. • Software means the licensed software application, including third party software applications that are included in the service providers proposal response. • Software as a Service means the service provider will support and manage the software as a remote service to the client. • System means the fully installed, configured, and implemented software application(s), including any third-party software, necessary to meet the County’s requirements and defined work. • System Interfaces is a current County software where integration is needed. • System Requirements means functional and technical requirements for the software solution being sought. • Third (3rd) Party Interface is an interface desired with an outside third 3rd party. • Utility Billing (UB) system or software means the software solution that the successful service provider responding to this proposal will be responsible for providing. RP002-23 Page 5 1.3. County Background Gwinnett County is a suburban county, located approximately 30 miles northeast of Atlanta, Georgia and has an estimated population of 966,874 for 2021. Currently, the County has a total of 5,939 authorized positions, including appointed and elected officials. The governing authority of the County consists of a five-person Board of Commissioners, including a full-time Chairwoman elected at large and four Commissioners elected on a district basis. The Board of Commissioners appoints the County Administrator to implement the Board’s directives, the County Administrator uses a management team consisting of members of his immediate staff and 14 department directors. The 14 departments that make up the executive side of the County government are Child Advocacy and Juvenile Services, Communications, Community Services, Corrections, Financial Services, Fire and Emergency Services, Human Resources, Information Technology Services, Law, Planning and Development, Police Services, Support Services, Transportation, and Water Resources. In addition to the 14 departments, certain services are provided to citizens through constitutional officers and independent elected officials. The elected officials include Chief Magistrate, Clerk of Court, District Attorney, Probate Court Judge, Sheriff, Solicitor, State Court Judges, Superior Court Judges, and the Tax Commissioner. The judicially appointed officials include Juvenile Court Judges, Recorder's Court Judges, Clerk of Recorder’s Court, and Court Administrator. The County government provides a wide array of services to its citizens including "traditional" county government functions such as construction and maintenance of roads and court-related activities, as well as municipal functions such as police, fire, recreation, emergency services and water and sewage. The County is currently operating multiple SAP modules (including SAP ISU and SAP CRM) among other systems to bill approximately 270,000 customer accounts for water, sewer, solid waste, and other related charges. SAP has issued end-of-life support commencing in 2027 for the County’s current system. The County procured Oracle Fusion Cloud suite in November 2022. RP002-23 Page 6 1.4. Current Application Environment *Legend for Current Applications Legend Code Description R Replacement The County is intending on replacing this application with the selected solution. C Consider The County is considering replacing this application with the selected solution, based on the strength of the finalist service provider offering and cost/benefit of the replacement module M Maintain The County is intending on retaining the application, not replacing it thru this effort I Interface The County is intending on keeping the application and interfacing/integrating it with the selected solution. Current application Application notes/description Migration plan Accela Planning, permitting, inspection, and code enforcement applications I Account Validation API Bank account validation services with Wells Fargo to minimize fraud. I Adobe Interactive Forms Uses PDF and Adobe Software that has been integrated into SAP to create interactive forms R ArchLogix Meter reading service orders and field workorders R AssetWorks Fleet management M Attunity Gold Client Software that moves configuration, master data, and subsets of transactional data into SAP from testing environments R Beacon Smart Meter data management system I Five9 DWR UB call tracking to automatically display customer information (screen pop) I Corporater Business intelligence (BI) and management platform for planning, performance, compliance, governance, and reporting business functions C Crystal Reports SAP intelligence tool for reporting R DataMatic’ SPMR 3rd party reads meters from smart phone and uploads to SAP billing software I ESRI -GIS GIS map and layers I Gwinnett County Website Online customer portal for payment transactions, account service, bill history, and general account information. I iNovah Cashiering system primarily for water, sewer, & solid waste payments R/I RP002-23 Page 7 Current application Application notes/description Migration plan Five9 IVA Virtual assistant technology for customer payments, account information, and call routing. System to support additional channels such as autodialer and SMS. I Liferay Platform used to build custom portals, intranets, and websites C Lucity Enterprise asset and maintenance management system I IBM Maximo Enterprise asset management software M/I Penn Credit DWR Collection Agency I SAP SAP serves as the County’s core ERP system with various modules. These modules include – BEx, Business Objects, BO BI Platform, BSI, BW, Central Billing, CRM, CRM Revenue License, ECC, ESS, FI, GUI, HCM, ISU, MM, NetWeaver Portal, PY, Redwood Scheduler, SEM/BPS, Solution Manager, SRM, and WM. Depending on when the new ERP system is live, there may be a need for the new CIS/Utility Billing system to interface with the County’s legacy General Ledger as well as their new ERP system General Ledger and Accounts Payable (refunds). R/I SAP – CRM (v7.0) SAP – customer relationship management module will be maintained until a future software replacement for CRM is initiated. The CRM module is currently used for move in/move outs, transfers, account management, and payment arrangements. While the overall CRM solution will be maintained, this specific functionality will be replaced through this effort. R SAP – ISU Primary utility billing module for all billing functions, lien processing and meter reading data. R SmartyStreets Address verification for USPS and international addresses I Trimble Work order software R Unisys Inhouse mass mail uploader with payment and account information I Wells Fargo Program to apply ACH, lockbox and eBox payments I Western Union Program to apply payments made at Western Union locations I RP002-23 Page 8 1.5. Current Technical Environment Gwinnett Department of Information Technology Services The Department of Information Technology Services is responsible for leading the technology evaluation of the solutions presented as a part of this solicitation as well as providing support and delivery of technology solutions and innovations throughout the Gwinnett County Government. The department is made up of over 150 business and technology professionals that deliver innovations and services to all Gwinnett County departments. Gwinnett Department of Information Technology Architecture and Environment The County’s Network is managed by the County Department of Information Technology Services. The Network supports all County Departments, including public safety. The County’s existing network topology consists of a logical layer operating over a physical layer. The logical layer is firewalled between members but operates in a relatively open manner so that if there is physical connectivity, there is also a logical path to that node. The physical layer is a hub-and-spoke architecture with links provided by Gwinnett County-owned fiber, as well as metered connections from a network vendor. The County Network Core consists of two primary sites, Gwinnett County Justice and Administration Center (GJAC) and Gwinnett County Police Department (GCPD) Annex, which have dual high-speed connections to each site. The remote nodes have redundant connections to the Core. The County is establishing a Disaster Recovery location and Alternate 9-1-1 Center at the Bay Creek District Office. The current Gwinnett County ecosystem that includes the relevant technologies for this proposal shown in the table below. Technology Type Current Technology On-premises Email Gateway Proofpoint Security Current Technology Data Loss Prevention Microsoft DLP Network Current Technology Cloud Email Gateway Proofpoint Multi Factor Authentication Microsoft Azure Cloud Protocols Current Technology Directory Services Standard LDAP, Active Directory (AD), AzureAD Software Current Technology Productivity Microsoft 365 ERP SAP Document Repository FileNet, SharePoint Email Communications Platform Microsoft Exchange Online Internet Browser Microsoft Edge Document digitization and workflow DocuSign Mobile Device Management Microsoft Intune Table 1 – Technology Ecosystem RP002-23 Page 9 The Gwinnett County current requirements related to infrastructure and information security can be found below in Exhibit A - Security Requirements for Purchases of this Request for Proposal. As indicated in the response requirements, all service providers are required to comment on their adherence to those requirements and callout specifically any, and all exceptions or clarifications to that end. The County has established technology standards and would prefer to adhere to them as part of the implementation of the ERP Software, where applicable for a public service provider hosted/Cloud solution. RP002-23 Page 10 Exhibit A - Security Requirements for Purchases RP002-23 Page 11 RP002-23 Page 12 RP002-23 Page 13 RP002-23 Page 14 RP002-23 Page 15 RP002-23 Page 16 1.6. Other Planned Technology Initiatives • Enterprise Resource Planning (ERP) software selection for the County, awarded to Oracle (Fusion Cloud) in November 2022, followed by an ERP integrator selection • Enterprise Records Management System, timing TBD • Customer Relationship Management software replacement, TBD, or awarded as part of this request for proposal. • Digital Automation Solution: electronic document management and processing with e- signature, 2022-2024 1.7. Expected Scope of Utility Billing Solution The County is requiring that responding service providers propose a complete Utility Billing private or public service provider-hosted/cloud solution, including software, project management, and other technology services for the entire scope of the project that may or may not include components owned by the proposing service provider. An outline of the required software system solution has been provided as follows: Software Scope: • Account Management (CRM) • Customer Communications • Billing • Delinquency • Device Management • General & Technical • Payment Processing • Rates • Reporting & Analytics • Service & Work Orders Services: • Project Management • Software Installation • Data Conversion • Report Development • Integration and Interface Development • Software Modifications • Implementation and Training Services • Change Management • Knowledge Transfer to Staff RP002-23 Page 17 • System Documentation Development • Operational Redesign Assistance • Ongoing Support and Maintenance Services • On-Going Hosting Services Additional details and descriptions related to the specifics of the expected scope can be found in the Proposal Response Format section. 1.8. Summary of Key Transaction Volumes A summary of key transactions and operating volumes and standards are included below. These volumes and standards reflect actual and estimated amounts for the current environment. This information is provided as an aid to understanding the scope of services that the County provides to its resident base and to aid service providers in accurately estimating their software costs. Metric Current Population 966,874 Form of Government County Jurisdictional Area (Square Miles) 437 Residential Units 316,334 Number of Departments 25 Executive/Elected Budget (General Fund) $422,692,406 Budget (Central IT) $59,006,238 Budget (All Funds) $2,066,530,179 Total Staff (Full time: 1 Full Time Employee (FTE)) 5,400 Total Staff (Part time: 0.5 FTE) 550 Number of IT users 192 (Full Time + Contractor) Number of Utility Billing Users - Total Current 120 Number of Utility Billing Users - Total Future 130 Number of Utility Billing Users – Billing, Delinquency, Account Management, etc. 60 Customer Care Number of Utility Billing Users – Device Management 15 Customer Care 19 Field Operations Number of Utility Billing Users – Service & Work Orders 60 Customer Care 15 Field Operations 42 Vendors Utility Billing Major Services Billed Water Wastewater/Sewer RP002-23 Page 18 Read Method Manual – Mobile application based. 900 Commercial meters and 500 Residential meters are AMI equipped. Operating Volumes/Standards Frequency of Billing Monthly Number of Billing Cycles 220 Number of Meter Reading Portion 38 Total Number of Customers 270,298 Number of Commercial or Industrial Customers 19,727 Number of Residential Customers 258,390 Number of Annual Bills - Paper 2,474,102 Number of Annual Bills – Ebills 765,898 Number of Annual Notices (Postcards) ~300,000 Number of Annual Shut Offs 20,000 1.9. Overall Evaluation Process Responses to this request for proposal will be evaluated by a selection committee consisting of various process owners within the County. The County’s intent is to acquire the solution that is the best fit for the County based on the functional and technical requirements identified in this request for proposal. The County will be using the following process to reach a finalist service provider decision: Tab Criteria Points Part 1 A General Requirements (financial stability, number of municipal installations, quality, and completeness of proposal presentation) 5 B Functional Requirements (ability of service provider to meet functional requirements as demonstrated by the examples identified that are of similar scope and service) 30 C Technical Requirements (ability of service provider to meet technical requirements as demonstrated by the examples identified that are of similar scope and service) 20 D Implementation (implementation approach (including amount and type of support), service provider staffing provided on the project, post implementation support, training approach, change management approach, project management approach 25 E References (service provider should provide at least three (3) references from clients that are similar in size and complexity to the County.) 10 Part 2 Cost Schedule (10-year total cost of ownership for shortlisted service providers) 10 Sub-Total 100 Part 3 Service Provider Demonstration 25 RP002-23 Page 19 Sub-Total 125 Optional Part 4 Optional Site Visit (In-Person or Remote) 10 Total Points 135 RP002-23 Page 20 Part 1 Evaluation: The following categories of criteria will be used to evaluate the proposals based on the relative responsiveness and will be scored based on the point values as shown in the table above. Please note that references, and subsequent reference checks, are a required component of Part 1 scoring. Part 2 Evaluation: Service providers may be short-listed for further consideration. The Cost Schedules of the short-listed service providers from Part 1 will be opened, reviewed, and scored with the lowest cost receiving the most points and the other service providers receiving proportional points based on the differences in proposal costs. Part 3 Evaluation: At Gwinnett’s discretion, or as deemed in Gwinnett’s best interest, service providers may be short-listed again for a demonstration. At this time, Gwinnett may request further information, explanations, clarifications, presentations, interviews, or meetings with some or all the remaining service providers. All demonstrations will be the sole responsibility of the proposing service providers and at no cost to Gwinnett. Optional Part 4 Evaluation: The top service providers in the third-round evaluation may then proceed to an additional level of due diligence that includes potential site visits (in-person or remote) to comparable entities using the service provider's product. The County will then enter contract negotiations with the highest scoring service provider. If an agreement with the highest ranked service provider cannot be reached, Gwinnett may then negotiate with the second ranked service provider and so on until a satisfactory agreement has been reached in accordance with the Gwinnett County Purchasing Ordinance. RP002-23 Page 21 2. Service Provider Proposal Guidelines 2.1. Intent It is the intent of the County, through this request for proposal and the contract conditions contained herein, to establish to the greatest possible extent complete clarity regarding the requirements of both parties to the agreement resulting from this request for proposal. Before submitting a proposal, the service provider shall be thoroughly familiarized with all contract conditions referred to in this document and any addenda issued before the proposal submission date. Such addenda shall form a part of the proposal and shall be made a part of the contract. It shall be the service provider's responsibility to ascertain that the proposal includes all addenda issued prior to the proposal submission date. The terms of the proposal and the selected service provider’s proposal and any additional documentation (e.g., questions and answers) provided by the service provider during the solicitation process will be integrated into the final contract for services entered between the County and the selected service provider. The service provider shall determine by personal examination and by such other means as may be preferred, the conditions and requirements under which the agreement must be performed. 2.2. Requirements for Proposals The service provider should submit: One unbound single sided marked “original”, eight (8) exact copies, one (1) electronic copy on a flash drive (labeled Technical), one (1) electronic copy of the cost proposal on a flash drive (labeled Financial). Cost should be submitted in a separate sealed envelope. The Technical flash drive copy should include the following files: • Service provider technical proposal response to RP002-23 Utility Billing Software and Implementation Services • Attachment 1 - RP002-23 Utility Billing Software and Implementation Services - Specifications.xlsx • Attachment 3 - RP002-23 Utility Billing Software and Implementation Services – Service Provider Forms.docx • Attachment 4 - RP002-23 Utility Billing Software and Implementation Services – Implementation Staffing Resources.xlsx The Financial flash drive copy should include the following files: • Service provider financial proposal response to RP002-23 Utility Billing Software and Implementation Services • Attachment 2 - RP002-23 Utility Billing Software and Implementation Services - Pricing Forms.xlsx All expenses for preparation and delivery of the proposal response to the County shall be borne by the service provider. RP002-23 Page 22 2.3. Requirements for Signing Proposal Each service provider, by making a proposal, represents that this document has been read and is fully understood. The proposal should be signed in ink or through DocuSign or a similar program by an individual authorized to legally bind the person, partnership, company, or corporation submitting the proposal. All manual signatures should have the name typed directly under the line of the signature. RP002-23 Page 23 3. Proposal Response Format To facilitate the analysis of responses to this request for proposal, the service provider is required to prepare their proposals in accordance with the instructions outlined in this section. Service providers should respond in full to all request for proposal sections and follow the proposal format (section numbering, etc.) in the response. All parts, pages, figures, and tables should be numbered and labeled clearly. Failure to follow these instructions may significantly impact the proposal score. For each question asked in the request for proposal, the service provider should provide in their response, the question asked and response using the section numbering of the request for proposal. Service providers are encouraged to submit clear and concise responses, and excessive length or extraneous information is discouraged. In an effort to ensure our ability to evaluate and choose a successful service provider for this project, service providers are encouraged to be responsive to the specific range of issues requested in this solicitation. Submission of excessive “boiler plate” information, including sales brochures, is discouraged. Service providers should not submit website links in lieu of written responses. Website links and any information contained within may not be reviewed or considered by Gwinnett County. The proposal should be organized as follows: Title Evaluation Criteria Service provider Information Form General Requirements Executive Summary General Requirements Service Provider Background General Requirements Functional Requirements Functional Requirements Application Software Technical Requirements Technical and Service Provider Hosted Requirements Technical Requirements Software and Hosting Agreements Technical Requirements Exceptions and Deviations Technical Requirements Ongoing Support Services Technical Requirements Implementation Plan Implementation Staffing Plan Implementation Client References References Cost Schedule - Submitted in a Separate Sealed Envelope Cost Schedule Instructions relative to each part of the proposal are defined in the remainder of this section. Costs for the service provider’s proposed solution should be submitted on the proposal pricing forms provided in the included Microsoft Excel pricing spreadsheet. Costs should include the complete costs for the solution including travel and operating costs. Use additional pages as needed. 3.1. Executive Summary This part of the response to the request for proposal should be limited to a brief narrative not to exceed two (2) pages describing the proposed solution. The summary should contain as little technical jargon as possible and should be oriented toward non-technical personnel. The executive summary should not include cost quotations. RP002-23 Page 24 3.2. Service Provider Background In addition to providing responses to the following items, the service provider should complete the Service Provider Background Form in “Attachment 3 - RP002-23 Utility Billing Software and Implementation Services – Service Provider Forms.docx” and include the form in this section of the proposal response. Service providers should provide information about their company so that the County can evaluate the service provider's stability and ability to support the commitments set forth in response to the request for proposal. Information that service providers should provide in this section are as follows: 1. The service provider’s background including a brief description (e.g., past history, present status, future plans, size, headquarters, etc.) and organization charts. 2. Audited financial information for the past TWO (2) completed fiscal years that includes a copy of the service provider’s latest audited financial statements. If audited financial statements are not disclosable, then include information that can be used to get a clear and realistic understanding of the service provider’s financial standing 3. Does the service provider anticipate any changes in ownership or structure that may occur during the proposal evaluation process? 4. Privately-held service providers wishing to maintain confidential financial information should provide information detailing the service provider’s long-term stability. Please provide a current Dunn & Bradstreet report (D&B) as part of the service provider proposal response. 5. If the service provider is proposing to use subcontractors on this project, please provide a response to the Service Provider Background Form for each subcontractor, service provider relationship with that firm and the specific services and/or products that the subcontractor will be providing on the project. A complete list of subcontractors should be submitted. The County has the right to approve all sub-contractors of the service provider at any time. 3.3. Functional Requirements Responses to the requirements referenced in this request for proposal should be provided in this section of the service provider's response. Use the Microsoft Excel specification spreadsheet provided ‘Attachment 1 - RP002-23 Utility Billing Software and Implementation Services – Requirements.xlsx’ and attach added explanation pages as necessary. Please note: The response to these requirements should be provided in the exact format as provided (e.g., no additional macros, formulas, additional columns, modifications, passwords, etc.). Failure to do so will significantly impact the scoring of the proposal. The requirements defined in this section contain the overall general functions of the requested software solution. The primary objective of the County in implementing a new system is to provide a more integrated information system environment that will eliminate the redundant entry of data, provide improved system capabilities, provide improved access to data, and streamline overall operations. These requirements are considered mandatory in implementing the complete solution as defined in Introduction. Together the requirements define a system that will operate efficiently in the proposed computer environment while providing a high level of flexibility in meeting the County’s current and future data needs. Service providers should replace cells A1:G1 in the first module with the Service Provider’s Name which will be repeated and printed for each subsequent module. The Priority column includes one of the following entries to indicate the importance of the specification/report to the County: RP002-23 Page 25 “R” – Required: This would be a feature that the County already has and uses in its current software or is required in the new system. “D” – Desired: This is a feature that the County would like in the new system that is not currently being tracked or is not existing functionality. “O” – Optional: This would be a feature that, while of interest, is not applicable at this time or is something that could be a future deployment. RP002-23 Page 26 Each service provider should review the specifications and reports listed in each subsection and respond as to their availability within the service provider’s software system. The responses should be entered under the “Availability” column of each form as follows: Y Functionality is provided out of the box through the completion of a task associated with a routine configurable area that includes, but is not limited to, user-defined fields, delivered or configurable workflows, alerts or notifications, standard import/export, table driven setups and standard reports with no changes. These configuration areas will not be affected by a future upgrade. The proposed services include implementation and training on this functionality, unless specifically excluded in the Statement of Work, as part of the deployment of the solution. R Functionality is provided through reports generated using proposed Reporting Tools. T Functionality is provided by proposed third party functionality (i.e., third party is defined as a separate software service provider from the primary software service provider). The pricing of all third-party products that provide this functionality MUST be included in the cost schedule. M Functionality is provided through modification/customization to the application, including creation of a new workflow or development of a custom interface, that may have an impact on future upgradability. F Functionality is provided through a future general availability (GA) release that is scheduled to occur within 1 year of the proposal response. N Functionality is not provided The Required Product(s) column is to be used to specify what product (e.g., product name/software module) is proposed. The cells D11:G11 in the form which currently read “Replace this text with the primary product name(s) which satisfy requirements” should be updated. This name will be automatically populated in the Required Product(s) column for each specification in the module. The automated values in this column must be updated for any exceptions where a different or additional product is required to satisfy the requirement. Service providers proposing a multi-product solution should complete a General and Technical module specification response for each product. 3.4. Application Software The service provider is required to provide a general description of the application program product and how it will meet requirements of this request for proposal. As the County is exploring both private and public service provider-hosted/cloud solutions, service providers should clearly define if their software product is a private or public service provider- hosted/cloud solution in the sections below. This section should address, at a minimum, the following items: Describe the service provider’s overall proposed technology solution. 1. Describe the product direction for the service provider, including time frames. 2. Describe unique aspects of the service provider's solution in the marketplace. 3. Specifically list which components of the solution are proprietary to the service provider organization versus industry standard. 4. Third-party products: a. List all third-party products proposed, b. Reason that this product is a third-party product versus being part of the software service provider’s solution, RP002-23 Page 27 c. Extent to which this third-party product is integrated with the service provider’s solution. 5. How are local customizations or configurations maintained when installing new releases of the service provider’s software? Describe the level of support that the service provider provides to the County for identifying, validating, and testing scripts related to the latest software release. 3.5. Technical and Service Provider-Hosted Requirements In addition to the response below, the service provider should complete the Technical and Service Provider Hosting Requirements Form in “Attachment 3 - RP002-23 Utility Billing Software and Implementation Services – Service Provider Forms.docx” of this request for proposal and include it in this section of the response. The information will be used in the evaluation process. Service providers should identify where conflicts may exist between their solution and current technologies being used in the County as described in the Current Technical Environment section. 1. Describe the proposed solution. If multiple options, indicate which is the preferred platform and why. List the conditions in which the preferred platform would change. Provide a system configuration which considers the size of the County, application modules, database size, and anticipated growth. 2. Please describe the service provider-hosted model, including hosting, integration, help desk, provisioning and desktop management capabilities, deployment model (dedicated servers, shared environment, etc.), impact to the County’s network and bandwidth, and any partners that may be involved in service delivery. Will the service provider host the solution, or will this be managed by a third party? 3. What system architecture does the service provider propose? Describe the proposal’s technical architecture (preferably using a PowerPoint or Visio diagram). This should show components such as the database server, applications server, reporting server, test/training server, firewall(s), web server(s), web browser, minimum workstation requirements, remote access, wireless connectivity, network connectivity to LANs and WAN, etc. Describe the use of cloud hosting and/or virtual server technologies (e.g., Microsoft Virtual Server, VMware) and application accelerators and note who the service provider will partner with or recommend and/or support. 4. Identify the communication protocols and networking requirements that are required for implementation and operation of the proposed system. If there are multiple communication systems and/or protocols available, list all options. 5. Describe the proposed information architecture/model (preferably using a PowerPoint or Visio diagram). This should depict data models, taxonomy, data elements, coding structures, a process for standardizing on a particular coding structure, data definitions (employees, service providers, invoices, etc.). 6. The service provider should provide a system security overview that describes the approach for the solution. This overview should address, at a minimum, the following areas: a. General information about the environment, information sharing, applicable laws or regulations, handling sensitive information, and responsible parties for each activity b. Security controls throughout the implementation phase and after go-live c. Technical controls around user identification and authentication, logical access controls, and audit trails 7. Please describe the service provider’s data center and storage facilities, including the following: locations, staffing, physical security, environmental controls (including redundant RP002-23 Page 28 power), redundancy/load balancing capabilities, data backups and disaster recovery capabilities. 8. Provide technology requirements for the County in support of proposed solution such as network topology and equipment, security, local storage, local virtual servers, etc. In this response, assume the County does not have any infrastructure. 9. Please describe the proposed service level agreement, including any tiered levels of service, response times, and standard metrics. 10. Describe the systems administration/management capabilities including the following: monitoring of performance measures, intrusion detection, and error resolution. 11. Describe the security audit capabilities of the proposed solution. 12. What functions does the proposed system have to protect the privacy of information designated “private” (e.g., personally identifiable, SSN, credit card, ACH, HIPAA, etc.) that it processes or stores? 13. Indicate where the application logic to use for disaster recovery resides (high-availability datacenter locations). Indicate where will the data be physically backed up to (backup datacenter locations). 14. Indicate process to perform disaster recovery using data backed up in external third-party backup location, and costs associated. 15. Please describe the logical security, including the following: firewall security, authentication controls, and data encryption capabilities. 16. Provide results of latest SOC report (SOC 2 is preferred). 17. Please provide information regarding how the solution meets compliance requirements of PCI. 18. Describe how the service provider addresses security risks prevalent in a cloud environment (security and compliance, risk of data leakage, etc.). 19. Indicate approach and support provided to transition to a different software service provider in the future if necessary, and costs associated. How does the service provider guarantee support to facilitate a seamless transition for the County to a new software service provider should it be necessary? 20. Please describe the service provider’s change management, upgrade, and patch management policies and practices? 3.6. Software and Hosting Agreements Sample software and hosting agreements must be provided in this part of the service provider's response for all components of the recommended solution (i.e., software, vender hosting/subscription fees, etc.). Indicate the basis on how the software and hosting agreements are determined. 3.7. Implementation Plan The service provider is to provide an implementation plan in narrative format supported by an activity- level project plan using Microsoft Project that details how the proposed solution is to be implemented. This implementation plan should include the following elements: 1. General Implementation Approach 2. Project Management Approach 3. Data Conversion Plan 4. Report Development 5. Integrations and Interfaces RP002-23 Page 29 6. Training 7. Change Management Approach 8. Testing 9. Operational Redesign Approach 10. System Documentation and Manuals 11. Disaster Recovery Plan 12. Knowledge Transfer The service provider should not be constrained to only include the above items in the proposal if the service provider feels that additional elements may add value to the overall implementation. The County requests that the service provider provide their work plan in a Microsoft Project format as part of the proposal. It is expected that the service provider will lead the efforts in each of the implementation areas described below unless stated otherwise. Further details on what is to be provided as part of the service providers proposed implementation plan are included in the following subsections. General Implementation Approach Provide a general overview of the implementation approach the service provider plans to use for the County that includes addressing the following items: 1. Describe key differentiators of the approach as it relates to implementing a solution on time, within budget and with the ability to meet the needs of a diverse client like the County. 2. Describe how the service provider concluded on a preferred implementation phasing of software modules. What is the recommended approach for this implementation? 3. Describe the service provider’s approach towards running parallel systems for a period of time. Any unique tools, techniques, or methods that the service provider uses should be described in this section. Project Management Approach In addition to providing responses to the following items, the service provider should complete the Project Management Approach Form in “Attachment 3 - RP002-23 Utility Billing Software and Implementation Services – Service Provider Forms.docx” and include it in this section of the response. The County expects the service provider to provide project management resources leading to the successful deployment of the system. This project manager will work as a team member with the County’s project management office (PMO). It is expected that this project manager will be “on the ground” as appropriate to team with the County PMO. This project manager can be an employee of the service provider or a partner of the service provider. In either case, the costs for the project manager should be clearly denoted in the pricing section of this request for proposal. As part of any significant engagement, the County employs a project management approach that is based on the Project Management Institute’s Project Management Body of Knowledge (PMBOK). The County would expect responding service providers to adhere to such standards as part of the project. Provide an overall description of the service provider’s project management approach towards this type of engagement and projected timing for major phases. Provide a high-level work plan for achieving the successful deployment of the proposed system. RP002-23 Page 30 Data Conversion Plan It is anticipated that data conversion will occur when migrating to the new application. The service provider is expected to assist the County in the conversion of both electronic and manual data to the new system. It is expected that the County will be responsible for data extraction from current systems and data scrubbing and data pre-processing and that the service provider will be responsible for overall data conversion coordination, definition of file layouts, and data import and validation into the new Utility Billing System. Please provide pricing for data conversions in the associated Microsoft Excel pricing spreadsheet. • Describe the general approach towards data conversion and how the service provider would work with the County to conclude on the data structure for the new system including what should be converted, based on industry standards and best practices. • Describe the service provider’s recommended approach toward historical data management with detailed information around capabilities and specific past experiences as it pertains to integrating with well-known/industry standard cloud-based data warehousing/archiving solutions. a. Does your solution have open APIs to enable pushing data to a data warehouse solution? b. Does your solution provide any data conversion/ETL capabilities when exporting data to third-party data warehouse solutions? c. Does your solution require any additional licensing or modules to enable data export/extraction to a third-party data warehouse solution? d. Please describe your last three (3) recent customer integrations/implementations (of similar size and scope) to a third-party cloud-based data warehouse solution? e. Please describe any recent experience integrating with Oracle cloud-based data warehouse solutions f. Please describe your methodology/approach to integrating with a third-party data warehouse solution. Report Development For specific reporting requirements, it is anticipated that the service provider will take the lead on developing any reports required as part of the initial deployment of the system. The service provider is expected to provide specialized knowledge and information to the County staff during the development of needed reports, via technical training on the tools used for report development, database schema and architecture, etc. In addition to providing responses to the following items, the service provider should complete the Report Development Form in “Attachment 3 - RP002-23 Utility Billing Software and Implementation Services – Service Provider Forms.docx” and include it in this section of the response. Provide information on the service provider’s reporting approach including: • Description of various methods of reporting including business intelligence • Methods for the County to identify, specify, and develop required custom County reports during the implementation • Provide a listing of available out of the box reports RP002-23 Page 31 Integrations and Interfaces It is expected that information generally will only need to be entered once in the system, and that modules within the system are integrated in real-time with each other such that batch processes are not required to transfer information from one area of the system to another. Existing County interfaces between core modules that may currently exist (e.g., Payments updating Accounts) or shadow systems that will likely be replaced are not included in this section as they are assumed to be included in an integrated Utility Billing System. The Microsoft Excel pricing sheet contains a listing of current and/or desired application interfaces. Please provide pricing for interface development in the associated Microsoft Excel pricing spreadsheet. In addition: 1. Describe the extent to which the various modules are integrated together versus being purchased separately and interfaced. 2. Describe the approach towards interfacing and integration with other solutions including use of specific tools, methods and standards. 3. Describe data exchange standards (e.g., XML, Web Services, or EDI) supported or provided by the proposed product. 4. As it pertains to the County’s current technical environment described previously, identify potential issues for integrating with specific technologies that are used within the County. 5. If local customizations are made, does the service provider provide any tools or assistance to easily incorporate customizations into new version/releases of the software? 6. Has the service provider ever interfaced with the County applications listed with a migration plan of ‘interface’ in Current Application Environment? If so, list those references here and note them as appropriate within the references on the reference forms provided, in the Client Reference Form of the response. 7. The Microsoft Excel pricing spreadsheet contains a listing of current and/or desired County application interfaces and the likely need in a future integrated environment. Provide pricing for interfaces in the associated Microsoft Excel pricing spreadsheet and explain how the integration maps the data from the old system to the new system. Training In addition to providing responses to the following items, the service provider should complete the Training Form in “Attachment 3 - RP002-23 Utility Billing Software and Implementation Services – Service Provider Forms.docx” and include it in this section of the response. The County intends to explore the advantages, disadvantages, and costs of the training approaches below: 1. End User Training Approach: All end-user and technical training will be performed on-site through implementation and be performed by the service provider. a. End user implementation training will be provided by the service provider and include joint participation by the relevant County process owner team lead supporting the process area in the new software system. b. Technical Implementation training will include training for County IT staff on the technologies required to support the new Utility Billing system. RP002-23 Page 32 2. Train the Trainer Approach: The service provider will incorporate a “train the trainer” approach where only key County team leads will be trained through implementation on their modules and then they will train the remainder of the County staff in their respective areas. a. There would be roughly 5-15 staff for each module including one team lead. b. Training materials supplied by the service provider would be used by SME’s and team leads for training their staff. c. Web conference or remote online tutorial sessions would be available to SME and team lead staff to participate in after initial training was completed in their module. d. Technical implementation training will include training only key IT staff (4-6) to support the new system. 3. Hybrid approach – A hybrid of the two approaches above The service provider should provide an overall description of both training methods, including the following: • General timeframes in which both types of training will be conducted • The service provider should list the nature, level, and amount of training to be provided for both options in each of the following areas: o Technical training (e.g., programming, operations, etc.) o User training o Other staff (e.g., executive level administrative staff) • Additionally, please provide information on the following: o Options for online training versus in-person classroom training o Opportunities for ongoing training post go-live (e.g., new hires, refresher training) Change Management Approach The County recognizes that a movement from the current environment to a new solution will present change management challenges. The service provider should clearly identify their approach towards change management including any unique approaches or tools that will be used. Testing The service provider should describe their recommended approach to the following types of testing that are anticipated to be performed on the project and the type of assistance they anticipate providing to the County related to such testing: a. System testing b. Integration testing c. Stress/performance testing d. User acceptance testing (UAT) Please describe how the service provider’s typical approach and tools are customized for the County’s business processes. Operational Redesign With the deployment of a new application, the County wishes to take advantage of capabilities within the software that provide support for operational improvements. Service providers are requested to describe the approach towards operational redesign including discussion on the optimal time in which to conduct redesign as it relates to implementation of the new software. RP002-23 Page 33 System Documentation and Manuals The service provider is expected to provide user manuals and online help for use by the County as part of the initial training and on-going operational support. Additionally, the service provider is expected to provide technical documentation. 1. Describe what documentation (user guide, technical guide, training materials, etc.) is available on the system proposed and any related costs. Only include cost in the cost schedule, not in the technical submission. 2. Describe the extent to which the above documentation is customized for the County. 3. Describe what types of documentation the service provider anticipates developing during the course of the project. Disaster Recovery Plan Please describe the services provided around disaster recovery, if any, as part of the proposed solution. Knowledge Transfer Describe the process for ensuring that a transfer of knowledge occurs back to County staff such that staff can support and maintain the application. Include the following: 1. Methodologies to ensure that training has been successful and County staff know how to use the new system. 2. Approach to ensuring that County personnel can operate, maintain, configure, and modify the new system, including operation of the testing tools, supporting infrastructure, and security. 3. Samples of electronic resources or learning libraries which are available to County staff post- implementation. 3.8. Staffing Plan In addition to providing responses to the following items, the service provider should complete the Staffing Plan Form in “Attachment 3 - RP002-23 Utility Billing Software and Implementation Services – Service Provider Forms.docx” and include it in this section of the response. 1. The service provider should detail the type and amount of implementation support to be provided (e.g., number of personnel, level of personnel, time commitment, etc.). Include resumes for all personnel that will be assigned to the project. If the service provider is using a subcontractor, please include information on subcontracting staff being used and their specific role on the project. 2. Please provide an overall project organizational structure for County staff involvement during the project. Identify the roles and responsibilities of each component of this structure. This includes an appropriate governance structure in which to manage the project. County Implementation Roles The service provider should also prepare a staffing plan for all the County’s expected implementation staff and project roles, clearly identifying the role expectation, time requirement and duration, and expected number of persons per role (hours) to be detailed in the attached spreadsheet ‘Attachment 4 - RP002-23 Utility Billing Software and Implementation Services – Implementation Staffing Resources.xlsx’. The County fully understands the importance of the roles that County staff plays as part of the project team and expects that key team leads from the service provider will be paired with RP002-23 Page 34 County leads to ensure knowledge transfer and ongoing supportability in the service provider’s platform and County business processes. The County acknowledges that new roles may be needed to support the service provider’s platform and as such, shall identify and recommend any additional roles to be incorporated into Attachment 4 - RP002-23 Utility Billing Software and Implementation Services – Implementation Staffing Resources.xlsx. The successful service provider is expected to take on full responsibility for implementation services in both functional and technical areas; however, the County expects that to ensure appropriate knowledge transfer, County team members will participate in the implementation assuming various roles. Attachment 4 requests service provider to specify the expected balance of workload between the service provider’s implementation team and the County’s implementation team including the following roles in the table below. County Role Sample Responsibilities Implementation Steering Committee Meet with Project Manager (PM) to be informed of Project progress. Ultimate arbiter to resolve conflicts. Ensure that County resources needed to be successful are available. Encourage the change of business processes where efficiencies can be gained, and/or best practices can be adopted. Promote organizational and cultural change to take advantage of the benefits provided by the software and enable the Project to be a success. County Project Manager Coordinate tasks and resources throughout all County areas. Work closely with the service provider’s PM on scope, schedule development, and status reporting. Manage County spending on the Project. Approve deliverables. Functional Business Leads Supply business expertise of current systems and processes for key business areas. Coordinate the need for subject matter experts and assign tasks. Participate in cross-functional to-be process sessions, approve process redesign and system configuration decisions. Document reporting requirements. Identify security needs. Review and approve test scripts. Oversee all rounds of testing and confirm results. Approve converted data. Report to PM on project progress, identify problems/risks/concerns and assist with change management efforts. Subject Matter Experts Supply business expertise of current systems and processes. Participate in cross-functional to-be process sessions. Complete testing as required and document results. Conduct end-user training. Business Integration Lead Define and recommend business process flow integrations and workflows spanning the service provider’s application and non- service provider applications to ensure streamlined and efficient business processes. IT Service Management Lead / Help Desk Oversee all County technical activities including obtaining resources as needed, assigning project tasks, and reporting status. Advise County PM and the service provider’s PM of technical standards, processes, and issues that impact the Project. Review technical designs, architecture and RP002-23 Page 35 County Role Sample Responsibilities documentation presented by the service provider. Coordinate the acquisition of any new infrastructure that may be needed by the Project. Ensure County technical staff receives enough knowledge transfer to maintain system after project ends. System Technical Administrator Oversee the management of the service provider’s solution environments. Oversee the operational start/stop of its solution services. Manage process to refresh non-prod environments. Patch and migration control. First point of contact to troubleshoot system performance issues. Coordinate with database administrator, system security administrators on change management and problem resolution. Report to technical lead on Project progress and issues. Creation of database instances. Manage database security. Apply database specific patches. Assist in resolving performance issues. Scheduling and control of database backups. Report to technical lead on Project progress and issues. System Permissions/Roles Administrator Manage application security to include the development and maintenance of user permission lists and roles, creating users and assigning roles to users. Report to technical lead on Project progress and issues. Granting and disabling access to users. System Security Administrator Manages all security aspects of the application environment, network communications/firewalls, solution environment backups supporting disaster recovery and business continuity responsibilities. Proposer Implementation Roles The successful service provider’s expected implementation roles provided are intended to be generic and are to be used in classifying the hours by Project phase as represented in Attachment 4 - RP002- 23 Utility Billing Software and Implementation Services – Implementation Staffing Resources.xlsx. Successful Service Provider Role Responsibilities Implementation Director/ Delivery Assurance Director • Provides clear direction for the service provider’s staff on executing the project deliverables to align with satisfying County’s overall organizational strategy. • Authorizes required project resources • Resolves all decisions and/or issues not resolved at the implementation management level as part of the escalation process • Offers additional support to the project team and can work with other service provider department managers to escalate and facilitate implementation Project tasks and decisions RP002-23 Page 36 Successful Service Provider Role Responsibilities • Acts as the counterpart to County’s implementation steering committee and sponsor. • Monitors project progress includes progress towards agreed-upon goals and objectives. Project Manager Provides oversight of the project, coordination of resources between departments, management of the project budget and schedule, effective risk and issue management, and is the primary point of contact for all project related activities and deliverables. Implementation Consultant • Completes tasks as assigned by the project manager • Performs problem solving and troubleshooting • Follows up on issues identified during sessions • Documents activities for onsite services • Provides conversion validation and error resolution assistance • Recommends guidance for testing forms and reports • Tests software functionality with County following configuration • Assists during production cutover process and provides production support until County transitions to support • Provides product related education • Effectively facilitates training sessions and discussions • Conducts training (configuration, process, conversion Validation) for power users and County’s designated trainers for end users • Clearly documents County tasks with specific due dates and owners, supporting and reconciling with the final Project plan • Project Manager proactively apprised of any and all issues which may result in the need for additional training, change in schedule, change in process decisions, or which have the potential to adversely impact the success of the Project prior to acting Customer Support Lead • Manages incoming client issues via phone, email, and online customer incident portal • Documents and prioritizes issues • Provides issue analysis and general product guidance • Tracks issues and tickets to timely and effective resolution • Identifies options for resolving reported issues • Reports and escalates defects to development • Communicates with County on the status and resolution of reported issues RP002-23 Page 37 3.9. Client References The service provider should provide at least three (3) references from clients that are similar in size and complexity to the County. The format for completing the service provider references is provided in the Client Reference Form of this document. It is the service provider’s responsibility to verify contact information for references prior to submission. The inability to obtain reference information will be considered in the evaluation process and points will be deducted from the total reference score if references cannot be reached or are returned unfavorable. In addition, the County requests a listing of all municipal clients. 3.10. Ongoing Support Services In addition to providing responses to the following items, the service provider should complete the Ongoing Support Services Form in “Attachment 3 - RP002-23 Utility Billing Software and Implementation Services – Service Provider Forms.docx” and include it in this section of the response. 1. Please specify the nature and conditions of any post-implementation support options including: a. Three months post-go live support that shall be included in the proposal b. Onsite support (e.g., system tuning, application configuration, interface issues, report development, network optimization, user training and tips to optimize the user experience) c. Telephone support d. Help Desk services (If there is a service level agreement for the service provider’s help desk, please provide a copy with the proposal.) e. Online support portal f. Users group (i.e. - information about it, where it is held and when. If no, is the service provider planning one?) g. Online knowledgebase (i.e. – how it is accesses, who updates it, etc.) 2. Describe the maintenance programs and options with associated pricing. Only include cost in the cost schedule, not in the technical submission. Please describe the support model, including the following: cost structure for support calls. Are support calls included in annual maintenance fees, or charged on a per call basis? If on a per-call basis, please specify rates and billing method. Only include cost in the cost schedule, not in the technical submission. 3.11. Exceptions and Deviations If the service provider finds it impossible or impractical to adhere to any portion of these specifications and all attachments, it shall be so stated in the proposal, with all deviations grouped together in a separate section entitled, “exceptions/deviations from request for proposal requirements.” This section will be all-inclusive and should contain a definition statement of each and every objection or deviation with adherence to specific proposal sections. RP002-23 Page 38 3.12. Other Required Forms and Attachments Please provide all other required forms in this section of the proposal response. The following forms are provided in Section 4. a. Service Provider Information Form b. Client Reference Form c. Non-Collusion Affidavit d. Insurance Requirements e. Contract and Statement of Work Documents & Terms f. Code of Ethics Affidavit g. Service Provider Affidavit and Agreement h. No Bid Form (if applicable) The following Service Provider Forms are included in Attachment 3 - RP002-23 Utility Billing Software and Implementation Services – Service Provider Forms.docx a. Service Provider Background Form b. Technical and Service Provider Hosting Requirements Form c. Project Management Approach Form d. Report Development Form e. Training Form f. Staffing Plan Form g. Ongoing Support Services Form 3.13. Cost Schedule Costs for the service provider’s proposed solution should be submitted on the proposal pricing forms provided in the associated Microsoft Excel pricing spreadsheet ‘Attachment 2 - RP002-23 Utility Billing Software and Implementation Services – Cost Schedule.xlsx’. Pricing forms should remain in the original Excel format. • Service providers shall provide firm and fixed pricing based on the functionality described. For each item, indicate if the cost is one-time, annual, or other. • The service provider shall provide price information for each separate component of the proposed solution, as well as the costs of any modifications necessary to fully comply with the proposal specifications. • If any lump sum amounts are provided, service providers should indicate in the comments sections what the lump sum consists of. o In the event the product or service is provided at no additional cost, the item should be noted as "no charge" or “included.” Otherwise, it will be assumed the item is “No Bid” • In the event the product or service is not being included in the service providers proposal, the item should be noted as "No Bid". • Service providers shall provide all pricing alternatives in these cost sheets. • Service providers shall provide prices in U.S. dollars. • Service providers shall make clear the rationale and basis of calculation for all fees. RP002-23 Page 39 • Service providers shall show separate subtotals for the required elements of the proposed solution, and for any layers of optional elements. • To the extent possible, service providers shall show any applicable discounts separately from the prices for products and services. • Service provider proposed pricing should remain valid one hundred and eighty (180) days after opening of proposals. • Please note: Pricing workbook should be provided in the exact format as provided (e.g., no additional macros, formulas, additional columns, modifications, passwords, etc.). Failure to do so will significantly impact the scoring of the proposal. • It is assumed that all items are “no bid” in the Module Information tab unless licensing information is input. • For software license fees, service provider shall clearly define the license type (i.e., named user vs. concurrent user), number of licenses, and version of software licensed in the Module Information tab. • Although the County prefers that service providers provide separate prices for each item, the service provider may present alternatives (i.e., bundled pricing) if such pricing would be advantageous to the County. In this case, please describe where the component costs are included using the Module Information tab. The linkages described in this worksheet are assumed to be consistent for costs in the Application Software, Implementation Services, End User Training, and Train-the-Trainer Training tabs, unless otherwise stated. • It is the responsibility of the service provider to ensure the accuracy of the pricing provided as part of the response. Any errors in providing an accurate price response due to inaccuracies in the provided templates are the sole responsibility of the responding service provider. If there is not enough space to describe the pricing on these forms, please attach a separate pricing page and provide the pricing information in the same type of format so that it is easy to understand. The County requests a firm, fixed price for each of the components described below that are included on the attached Microsoft Excel pricing spreadsheet as separate tabs: o Service provider Checklist (including Hosting/Licensing Model, Travel & Lodging Costs, and Discount) o Proposal Summary (no direct input required) o Module Summary (no direct input required) o Application Software o Other Software o Hardware o Implementation Services o Train-the-Trainer Training o Optional End-User Training o Interfaces o Modifications o Other Implementation Services o Managed Services RP002-23 Page 40 4. Proposal Forms, Terms and Conditions, and Sample Contract Documents Introduction This section contains various forms that should be prepared and submitted along with the service provider’s proposal. The intent of providing such forms is to ensure comparability between proposals. Included in this section are the following forms/documents: RP002-23 Page 41 4.1. Service Provider Information Page SERVICE PROVIDER INFORMATION FORM Please include this page as part of the proposal document and NOT with the Fee Proposal Certification of Non-Collusion In Proposal Preparation Signature Date Service provider has examined the proposal package, and following addenda: No. Dated No. Dated No. Dated No. Dated In compliance with the attached specifications, the undersigned acknowledges all requirements outlined in the "Instructions to Proposers" and all documents referred to therein, if this proposal is accepted by the Board of Commissioners within one hundred and eighty (180) days of the date of proposal opening, to furnish any or all of the items upon which prices are quoted, at the price set opposite each item, delivered to the designated point(s) within the time specified in the fee schedule. By submission of this proposal, I understand that Gwinnett County uses Electronic Payments for remittance of goods and services. Service providers should select their preferred method of electronic payment upon notice of award. For more information on electronic payments, please refer to the Electronic Payment information in the instructions to proposers. Legal Business Name (If your company is an LLC, you must identify all principals to include addresses and phone numbers in your submittal) Federal Tax ID Address Does your company currently have a location within Gwinnett County? Yes No Representative Signature Printed Name Telephone Number E-mail address http://www.gwinnettcounty.com/portal/gwinnett/Departments/FinancialServices/Treasury/ RP002-23 Page 42 4.2. Client Reference Form Reference 1: Service provider name: Customer name: Customer contact: Customer phone number: ( ) Customer E-mail address System which Solution Replaced Project dates Describe Nature of Project and Services Provided to This Client: Scope of Solution Implemented and Version: RP002-23 Page 43 Reference 2: Service provider name: Customer name: Customer contact: Customer phone number: ( ) Customer E-mail address System which Solution Replaced Project dates Describe Nature of Project and Services Provided to This Client: Scope of Solution Implemented and Version: RP002-23 Page 44 Reference 3: Service provider name: Customer name: Customer contact: Customer phone number: ( ) Customer E-mail address System which Solution Replaced Project dates Describe Nature of Project and Services Provided to This Client: Scope of Solution Implemented and Version: RP002-23 Page 45 4.3 Non-Collusion Affidavit GWINNETT COUNTY, GEORGIA NON-COLLUSION AFFIDAVIT RP002-23 Provision of Utility Billing Software and Implementation Services NON-COLLUSION AFFIDAVIT Now here appeared before the undersigned officer duly authorized by the State of Georgia to administer oaths______________________________________________ and after being first duly sworn, depose and say that, they are all the officers, agents, persons or employees who have acted for ______________________________________________________________ (Service Provider Name) on the Provision of Utility Billing Software and Implementation Services and that said ______________________________ has not by (himself, themselves) or through any persons, officers, agents or employees prevented or attempted to prevent by any means whatsoever, competition in such proposing; or by any means whatever prevented or endeavored to prevent anyone from making a proposal therefore, or induced or attempted to induce another to withdraw proposal from said work. BY: ______________________________________ Signature of Affiant ________________________________________ Name – Typed or printed ________________________________________ Title Sworn to and subscribed before me this _______ day of ______________, 202 . Notary Public (Seal) Note: See OCGA § 36-91-21 (e) RP002-23 Page 46 4.4 Insurance Requirements The successful service provider shall provide the following coverage for the duration of the contract. PROFESSIONAL SERVICES INSURANCE REQUIREMENTS 1. Statutory Workers' Compensation Insurance (a) Employers Liability:  Bodily Injury by Accident - $100,000 each accident  Bodily Injury by Disease - $500,000 policy limit  Bodily Injury by Disease - $100,000 each employee 2. Commercial General Liability Insurance (a) $1,000,000 limit of liability per occurrence for bodily injury and property damage (b) The following additional coverage must apply:  1986 (or later) ISO Commercial General Liability Form  Dedicated Limits per Project Site or Location (CG 25 03 or CG 25 04)  Additional Insured Endorsement (Form B CG 20 10 with a modification for completed operations or a separate endorsement covering Completed Operations)  Blanket Contractual Liability  Broad Form Property Damage  Severability of Interest  Underground, explosion, and collapse coverage  Personal Injury (deleting both contractual and employee exclusions)  Incidental Medical Malpractice  Hostile Fire Pollution Wording 3. Auto Liability Insurance (a) $500,000 limit of liability per occurrence for bodily injury and property damage (b) Comprehensive form covering all owned, non-owned, leased, hired, and borrowed vehicles (c) Additional Insured Endorsement (d) Contractual Liability 4. Professional Liability Insurance - $1,000,000 (project specific for the Gwinnett County project) limit of liability per claim/aggregate or a limit of $1,000,000 per occurrence and $2,000,000 aggregate.  Insurance company must be authorized to do business in the State of Georgia.  Dedicated Limits per Project Site or Location (CG 25 03 or CG 25 04 or some other form) 5. Cyber Liability Insurance (a) $3,000,000 Limit for Network Security or Privacy Liability RP002-23 Page 47 (b) $3,000,000 Limit for Data Recovery 6. Gwinnett County Board of Commissioners (and any applicable Authority) should be shown as an additional insured on General Liability and Auto Liability policies. 7. The cancellation should provide 10 days' notice for nonpayment and 30 days' notice of cancellation. 8. Certificate Holder should read: Gwinnett County Board of Commissioners 75 Langley Drive Lawrenceville, GA 30046-6935 9. Insurance Company, except Worker' Compensation carrier, must have an A.M. Best Rating of A-5 or higher. Certain Workers' Comp funds may be acceptable by the approval of the Insurance Unit. European markets including those based in London and domestic surplus lines markets that operate on a non-admitted basis are exempt from this requirement provided that the service provider’s broker/agent can provide financial data to establish that a market is equal to or exceeds the financial strengths associated with the A.M. Best’s rating of A-5 or better. 10. Insurance Company should be licensed to do business by the Georgia Department of Insurance. *See above note regarding Professional Liability 11. Certificates of Insurance, and any subsequent renewals, must reference specific bid/contract by project name and project/bid number. 12. The service provider shall agree to provide complete certified copies of current insurance policy(ies) or a certified letter from the insurance company(ies) if requested by the County to verify the compliance with these insurance requirements. 13. All insurance coverages required to be provided by the service provider will be primary over any insurance program carried by the County. 14. Service provider shall incorporate a copy of the insurance requirements as herein provided in each and every subcontract with each and every Subcontractor in any tier and shall require each and every Subcontractor of any tier to comply with all such requirements. Service provider agrees that if for any reason Subcontractor fails to procure and maintain insurance as required, all such required Insurance shall be procured and maintained by service provider at service provider's expense. 15. No service provider or subcontractor shall commence any work of any kind under this Contract until all insurance requirements contained in this Contract have been complied with and until evidence of such compliance satisfactory to Gwinnett County as to form and content has been filed with Gwinnett County. The Acord Certificate of RP002-23 Page 48 Insurance or a preapproved substitute is the required form in all cases where reference is made to a Certificate of Insurance or an approved substitute. 16. The service provider shall agree to waive all rights of subrogation against the County, the Board of Commissioners, its officers, officials, employees, and volunteers from losses arising from work performed by the service provider for the County. 17. Special Form service providers’ Equipment and Contents Insurance covering owned, used, and leased equipment, tools, supplies, and contents required to perform the services called for in the Contract. The coverage must be on a replacement cost basis. The County will be included as a Loss Payee in this coverage for County owned equipment, tools, supplies, and contents. 18. The service provider shall make available to the County, through its records or records of their insurer, information regarding a specific claim related to any County project. Any loss run information available from the service provider or their insurer relating to a County project will be made available to the county upon their request. 19. Compliance by the service provider and all subcontractors with the foregoing requirements as to carrying insurance shall not relieve the service provider and all Subcontractors of their liability provisions of the Contract. 20. The service provider and all Subcontractors are to comply with the Occupational Safety and Health Act of 1970, Public Law 91-956, and any other laws that may apply to this Contract. 21. The service provider shall at a minimum apply risk management practices accepted by the service providers’ industry. RP002-23 Page 49 4.5 Contract and Statement of Work Documents The service provider’s standard statement of work, master service agreement, and standard contract including a Business Associate Agreement (BAA) must be provided in this part of the service provider’s response. Any negotiation on contractual terms must be conducted prior to award. The proposal submission and any negotiated terms will become part of the contract with Gwinnett. Below are standard and/or key contract/SOW items that the County identifies as priority terms. Identify any items that the service provider cannot agree to and provide an explanation. No. Key Contract / SOW items Description 1 Software Specs Inclusion of service provider’s response to County’s software specifications in the contract/SOW 1a 2 Contract Documents The County’s Request for Proposal and the service provider’s proposal (response) will be part of the final contract documents. The County will not be bound by terms and conditions incorporated by URL and/or which may be unilaterally modified by the service provider. 2a 3 Confidentiality Any confidentiality provisions must explicitly be subject to the Georgia Open Records Act, O.C.G.A. § 50-18-70 et seq. 3a 4 Term Term provisions shall comply with O.C.G.A. § 36-60-13. 4a 5 Covenant against Contingent Fees Service provider warrants that no person or selling agency has been employed or retained to solicit or secure this Agreement upon an agreement or understanding for a commission, percentage, brokerage, or contingent fee, excepting bona fide employees or bona fide established commercial or selling agencies maintained by the service provider for the purpose of securing business and that the service provider has not received any non-County fee related to this Agreement without the prior written consent of the County. For any violation of this warranty, the County shall have the right to annul this Agreement without liability or at its discretion to deduct from the fees payable pursuant to Section ___ the full amount of such commission, percentage, brokerage or contingent fee. 5a 6 Prohibited Interests (a) Conflict of Interest: Service provider agrees that it presently has no interest and shall acquire no interest, direct or indirect, that would conflict in any manner or degree with the performance of its services hereunder. Service provider further agrees that, in the performance of the Agreement, no person having any such interest shall be employed. RP002-23 Page 50 No. Key Contract / SOW items Description (b) Interest of Public Officials: No member, officer, or employee of the County during his tenure or for one year thereafter, shall have any interest, direct or indirect, in this Agreement or the proceeds thereof. 6a 7 Illegal Immigration Reform and Enforcement Act During the period this Agreement is in effect, service provider shall comply with the Illegal Immigration Reform and Enforcement Act of 2011, O.C.G.A. § 13-10-90 et seq., as it may be amended, including, but not limited to, obtaining affidavits from subcontractors demonstrating their participation in the E-Verify Program for the duration of their contract with service provider. Service provider shall further include the obligation to obtain affidavits demonstrating E-Verify participation in its contracts with approved subcontractors that perform all or part of the Services under this Agreement. Service provider and all approved subcontractors shall retain all documents and records of compliance for a period of five (5) years after expiration or termination of the Agreement or as required by law, if longer. 7a 8 Anti-Kickback Clause Salaries of architects, draftsmen, technical engineers and engineers, and technicians performing Services under this Agreement shall be paid unconditionally and not less often than once a month without deduction or rebate on any account except only such payroll deductions as are mandatory by law. Service provider hereby promises to comply with all applicable “Anti-kickback” laws and shall insert appropriate provisions in all subcontracts covering Services under this Agreement. 8a 9 Audits and Inspections Service provider shall maintain all books, documents, papers, accounting records, and other evidence pertaining to performance under this Agreement by service provider and service provider’s employees and agents during the period of the Agreement and for five (5) years after expiration or termination of the Agreement or as required by law if longer. Service provider agrees that the provisions of this Section shall be included in any agreements it may make with any subcontractor, assignee, or transferee. At any time during normal business hours and as often as the County may deem necessary, the service provider shall, at no additional cost to County, make available to the County or any reviewing agencies for examination all of its records with respect to all matters covered by this Agreement. It shall also permit the County to audit, examine, and make copies, excerpts, or transcripts from such records of personnel, conditions of employment, and other data relating to all matters covered by this Agreement as reasonably needed by the County. 9a