bids requirement document

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REQUEST FOR INFORMATION FOR A MAINTENANCE AND SUPPORT SERVICES FOR A STATE-WIDE WORK ORDER MANAGEMENT SYSTEM March 2014

Document Number: RFI_DOT_HWY_MAXIMO_SUPPORT_2014-001 RFI Posting Date:

March 27, 2014

RFI Inquiry Date:

April 10, 2014 (by 3:00 PM)

RFI Submission Date:

May 2, 2014 (by 3:00 PM)

Massachusetts Department of Transportation Ten Park Plaza Boston, MA 02116

3/31/14

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1. 1. 2. 2.1 2.2 2.3 2.4 2.5 2.6 3. 3.1 3.2 3.3 4. 4.1 4.2 4.3 4.4 4.5 5. 5.1 5.2 5.3 5.4 5.5

TABLE OF CONTENTS Table of Contents ................................................................................................. 2 Statement from MassDOT .................................................................................. 3 Confidentiality ...................................................................................................... 3 RFI Statement ..................................................................................................... 3 Liabilities ............................................................................................................. 3 Ownership of RFI Responses ............................................................................. 3 Cost Estimate ..................................................................................................... 3 Public records Law .............................................................................................. 3 General Instructions For responding to this RFI ................................................ 5 Issuing Office and RFI Participation / Responses ................................................ 5 RFI Schedule....................................................................................................... 5 RFI Submission ................................................................................................... 6 Introduction .......................................................................................................... 8 Document Purpose .............................................................................................. 8 Background ......................................................................................................... 8 Overview ............................................................................................................. 8 Technology Overview ........................................................................................ 11 Objectives ......................................................................................................... 11 Information Requested....................................................................................... 13 Vendor Interest .................................................................................................. 13 Maximo Experience ........................................................................................... 13 Transition and Migration .................................................................................... 14 Ongoing Support and Maintenance ................................................................... 14 Additional Information ........................................................................................ 15

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2.

STATEMENT FROM MASSDOT 2.1

Confidentiality

All information contained within this document is confidential and is provided only to give the vendor community an adequate understanding of the high level requirements for an application to support MassDOT Highway Division’s Capital Project Management Process. Under no circumstances should information be disclosed to any outside party.

2.2

RFI Statement

Respondents to this Request for Information (RFI) are invited to respond to any or all of the RFI response questions in this document. Responses to this RFI shall serve solely to assist MassDOT in the development of a potential future solicitation in the form of a Request for Responses (RFR) or Request for Quotes (RFQ), and therefore this RFI does not in any way obligate MassDOT to issue or amend an RFR or to include any of the RFI provisions or responses in any solicitation. Responding to this RFI is entirely voluntary, and MassDOT will not pay for the preparation of any information submitted by a respondent or for MassDOT’s use of that information. Furthermore, responding to this RFI will in no way affect MassDOT’s consideration of any proposal submitted in response to any subsequent solicitation, and will not serve as an advantage or disadvantage to the respondent in the course of any RFR or RFQ that may be issued or amended. MassDOT reserves the right to suspend, withdraw, or amend this RFI, including the RFI schedule, as provided in this document, at any time, for any reason. MassDOT has determined that the submission of responses to this RFI, through an open and transparent process, is in the best interests of the public and MassDOT. MassDOT’s decision on how to use the responses to this RFI and whether to develop a future RFP shall be final.

2.3

Liabilities

This RFI is only a solicitation of information regarding an enterprise-wide software solution to support MassDOT Highway Division’s Asset Management Process. No contractual obligation on behalf of MassDOT whatsoever shall arise from the RFI process. This RFI does not commit MassDOT to pay any cost incurred in the preparation of submission of any response to the RFI. All costs incurred by the Respondents in the preparation and submission of a response are the sole responsibility of Respondents.

2.4

Ownership of RFI Responses

All responses to this RFI shall become the property of MassDOT and will not be returned.

2.5

Cost Estimate

Through this RFI MassDOT respectfully request the vendor to provide MassDOT with a cost estimate or a range of estimate, as based on vendors understanding of MassDOT’s requirements. The cost estimate may include the cost of the product and any integrated solution as would be recommended by the respondent.

2.6

Public records Law

Pursuant to M.G.L. c. 4, §7(26) and M.G.L. c. 66, § 10, all books, papers, maps, photographs, recorded tapes, financial statements, statistical tabulations, or other documentary materials or data, regardless of physical form or characteristics received or created by MassDOT are considered public records, unless such materials or data fall _________________________________________________________________________________________________ 3/31/2014 RFI_DOT_HWY_CAP_SOLUTION_2013-001 Page 3 of 15

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within an exemption. The Commonwealth of Massachusetts Public Records Law requires that public records be promptly disclosed by MassDOT upon request unless the records are specifically exempted from disclosure. Exemptions are narrow and explicit and are listed in the General Laws. Respondents should be familiar with the Massachusetts Public Records Law and the limits of record disclosure exemptions. For more information, visit the Secretary of State website for the Commonwealth of Massachusetts, at http://www.sec.state.ma.us/pre/preidx.htm. If you have any questions about disclosure of the records you submit with your informational material, please contact the person as identified in section 3.2 of this RFI.

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3.

GENERAL INSTRUCTIONS FOR RESPONDING TO THIS RFI 3.1

Issuing Office and RFI Participation / Responses

This RFI is issued jointly by MassDOT Highway Division and the Department of Information Technology (hereinafter, collectively referred to as “MassDOT Highway”) solely for the purpose of obtaining information from potential vendors. This RFI should not be interpreted as a commitment on the part of MassDOT Highway to enter a contract with any respondent or to make procurement.

3.2

RFI Schedule

Description

Date

Release of RFI to the responders

March 27, 2014 (by 5:00 PM)

Responders to submit email questions to MassDOT by

April 10, 2014 (by 3:00 PM)

MassDOT to respond to vendors’ questions via email by April 15, 2014 (by 3:00 P.M.) Responders to submit their hardcopy responses by

May 2, 2014 (by 3:00 PM)

All questions or clarifications regarding this RFI must be submitted electronically to the following email address, with the subject line of the email to read the title: “RFI_DOT_HWY_MAXIMO_SUPPORT_2014-001” Email Address: AssetMgmtMaintenanceandSupportRFI @dot.state.ma.us All responses must be referenced by section and by number (as appeared in the RFI). All final RFI responses received by MassDOT by the close of business on May 2, 2014 may be sent either (1) electronically, in PDF format, to the above referenced email address with the subject line to read the title of this RFI, “RFI_DOT_HWY_MAXIMO_SUPPORT_2014-001” and (2) by hardcopy to the address given below. The RFI responses will also include the official name of the firm or entity submitting the responses, in the first page, and the pages to be numbered consecutively. John Cadorette, IT Managerial Services Massachusetts Department of Transportation 10 Park Plaza, Suite 5231 Boston, MA 02116 ATTN: “RFI_DOT_HWY_MAXIMO_SUPPORT_2014-001”

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3.3

RFI Submission

All responses to be received on or before the deadline as noted in Section 3.2. Each RFI response to include the following identifying information on the cover page: •

Vendor name

•

Vendor Address

•

Vendor contact Name, telephone number, and email

•

Title of this RFI

Subsequent pages to include the following: •

Company background and history – include the total number of employees and the number of employees dedicated to similar services, sales and ongoing support

•

A brief overview of the proposed approach or solution, hosting environment, and support capabilities

•

A brief description of experience supporting and enhancing similar work order management systems based on Maximo

•

A brief description of processes and interaction models used to support similar Maximo deployments

•

Proposed (alternative) maintenance and support arrangements

•

An estimated cost or a range of cost of the proposed support model. Include total cost by line items broken down by hosting, planned support, break-fix support, maintenance and small enhancments. These costs should correspond to your proposed and alternative support arrangements. Please define each of these items and explain what is included or not included.

•

An estimated cost or costing model with pricing model and projected rates for enhancements deemed to be outside of the above cost model

•

An estimated cost to increase hosting capacity including servers, network, licenses, etc.

•

Responses to RFI questions as included in Section 5

•

Comments – Wherever necessary please include a brief comment referenced by ‘Section’ number and ‘Question’ number.

Responses submitted in response to this RFI shall be organized and presented as outlined below. Accuracy and completeness are essential. The Responses must address all of the requirements of this RFI and provide a complete and concise description of how the Responder will perform the required project work. All Responses shall be in writing in searchable PDF format with commenting rights enabled and in MS WORD/Excel 2007 format. All responses shall be typewritten in English with all pages clearly numbered. The Response will be limited to a maximum of twentyfive (25) pages. Responses shall be printed double-sided on 8 ½ X 11”paper in a _________________________________________________________________________________________________ 3/31/2014 RFI_DOT_HWY_CAP_SOLUTION_2013-001 Page 6 of 15

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12-point font, with the exception of the original, which shall be printed single sided. Responses shall be sturdily bound with individual sections divided by tabbed pages. The Response cover, title page, table of contents, tabbed page dividers, pricing detail forms, or required attachments are not included in the twentyfive (25) page limit. In an effort to promote greater use of recycled and environmentally preferable products and minimize waste, all responses submitted should comply with the following guidelines: •

All copies should be printed double sided

•

All submittals should be printed on recycled paper with a minimum post-consumer content of 30 percent or on tree-free paper (i.e., paper made from raw materials other than trees such as kenaf) Unless absolutely necessary, all responses and copies should minimize or eliminate the use of non-recyclable or non-reusable materials such as plastic report covers, plastic dividers, vinyl sleeves, and GBC binding. Three-ringed binders, glued materials, paper clips, and staples are acceptable

•

Bidders should submit materials in a format that allows for easy removal and recycling of paper materials

•

Bidders are encouraged to use other products that contain recycled content in the Response documents. Such products may include, but are not limited to, folders, binders, paper clips, envelopes, and boxes

•

Unnecessary samples, attachments, or documents not specifically requested should not be submitted

Files must not be encrypted, password protected, or otherwise restricted. Responses transmitted by facsimile are not acceptable.

3.4

Posting the RFI

RFQ Release on COMMBUYS (formerly Comm-PASS) This RFI has been distributed electronically on COMMBUYS. COMMBUYS is the official system of record for all procurement information and is publicly accessible at no charge at www.commbuys.com. Bidders are solely responsible for obtaining all information distributed for this solicitation via COMMBUYS. It is each Bidder’s responsibility to check COMMBUYS for: •

Any addenda or modifications to this solicitation.

•

Any Bidders Q&A records related to this solicitation.

The Commonwealth accepts no responsibility and will provide no accommodation to Bidders who submit a Quote based on an out-of-date solicitation or on information received from a source other than COMMBUYS.

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4.

INTRODUCTION 4.1

Document Purpose

This RFI is intended to provide the vendor community an adequate understanding of the MassDOT Highway Work Order Management System based on IBM’s Maximo platform. Through this RFI, MassDOT Highway seeks responses from industry specific vendors to any or all of the requirements, questions and criteria, as listed in this document. The goal is to elicit the advice and best analysis of knowledgeable persons in the vendor community to enable MassDOT Highway to devise a potential future solicitation for a hosting, maintenance and support solution to meet its business needs. A questionnaire that expands on the high-level requirements as listed here, supplements this RFI document. The questions and criteria are tailored to gather more information as warranted.

4.2

Background

MassDOT Highway plays a major role in maintaining and improving the transportation systems and infrastructure within Massachusetts. MassDOT Highway is striving to improve the way all work orders are managed. This system seeks to standardize the work order management process across all six districts in the Commonwealth of Massachusetts. Standard work order management is a major component of a comprehensive, MassDOT strategic Transportation Asset Management initiative. As a major undertaking, MassDOT Highway is currently seeking a vendor or vendors to provide hosting, support, maintenance and small enhancments to this strategic system based on the Maximo platform.

4.3

Overview

The Maximo work order management platform was established to drive a common process across the Commonwealth for capturing critical work order information. It was implemented for the purpose of: •

Increasing efficiency of procuring, installing, maintaining, and decommissioning assets

•

Improving the efficiency and effectiveness of the maintenance workforce

•

Enabling true maintenance, activity, and project cost tracking

This will be achieved by: •

Replacing the paper-based work order maintenance management system in use at the Districts

•

Improving work tracking, prioritization, planning and scheduling using work orders and structured work management processes

•

Supporting Highway Operations and Maintenance decision-making throughout all stages of asset life

•

Providing visibility of resources such as labor, spare parts, and tools in the management of operations across the enterprise

•

Reporting on key performance metrics to monitor and measure performance

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4.3.1 MassDOT Highway Work Order Management Timeline MassDOT is in the process of executing a work order management program based on Maximo technology in a phased approach. Phase I implementation (Completed in the Fall of 2012): •

Focused on signs, signals, drainage components, drainage maintenance, mowing, sweeping and road repair

•

Rolled out Maximo to Districts 1 through 5 for highway maintenance and work orders

•

Trained over 100 employees to use the system

•

Built a foundation that can be used for other asset types and be expanded to accommodate additional users

Phase II implementation (Targeted for Q3 2014): •

Brings District 6 online

•

Will make asset and work management tools available to all districts for: o

Bridges

o

Fleet Data

o

Signs

o

Highway assets

o

Integration with 4D and geospatial data

o

Reports, Key Performance Indicators and Ad-hoc reports

o

Use of mobile

4.3.2 MassDOT Highway Work Order Management Scope The Maximo-based, work order management system is used across the Commonwealth to capture work order information on various maintenance activities on many different asset types. Please note, these items are representative and subject to change as additional features and assets are deployed. Work orders managed by this system cover assets such as: •

Bridges

•

Tunnels

•

Fleet Data

•

Signs

•

Signals

•

Drainage structures and their components

•

Highway assets

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•

Facilities

For each of those assets, the system manages the following information: •

Assets and locations

•

Inventory and materials

•

Work orders

•

Job plans

•

Preventive maintenance

•

Integration with 4D and geospatial data

•

Reports, key performance indicators and ad-hoc reports

4.3.3 Users of the Work Order Management System The system is used by several different types of users in various ways. Representative examples of users include: •

Field personnel

•

Supervisors

•

Highway planning

•

Highway operations and maintenance (Districts 1 thru 6)

•

Highway Project Controls & Project Overview (Performance Office)

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4.4

Technology Overview

4.4.1 Work Order System Platform Information The work order management system is based on IBM’s Maximo Asset Management platform. The following list identifies key platform and version details of the current deployment. These items are subject to change and are meant to be representative. •

Maximo version 7.5

•

Windows 2012 Server

•

Maximo Database Hosted on SQL Server 2012

4.5

Objectives

MassDOT has implemented IBM’s Maximo Asset Management Platform to support several asset management related functions including work order management. In the future this system may be enhanced to include additional asset management-related functionality or it may be part of a larger suite of systems in support of MassDOT’s overall asset management strategy. Given the current scope and planned deployments, this system henceforth referred to as the “MassDOT Highway Work Order Management System”. The system is scheduled to roll out to users throughout the Commonwealth during Q3 of 2014 with subsequent releases to follow. MassDOT is seeking to partner with an organization or organizations to provide hosting, support, maintenance and small enhancements for this system. MassDOT is seeking partners with specific experience in these areas with the Maximo platform. The following sections contain a representative list of possible services to be provided in each category. MassDOT is seeking input on additional services or service models that might be provided in support of this system.

4.5.1 Hosting (1) Virtualized application and database servers (2) Network access, configuration and monitoring (3) Server monitoring (4) Operating system and core platform maintenance and patches (5) Security updates, patches and configuration (6) Backup and recovery services

4.5.2 Support (1) Service Level Agreements (SLA’s) corresponding to near 24 hour availability of mission critical systems (2) Active issue management, resolution and reporting (3) Help Desk point of contact for end users (4) Multi-level escalation

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(5) Break-fix resolution of issues within SLA

4.5.3 Maintenance (1) Planned, non-descretionary activities including Maximo patches, security updates and routine updates to the environment (2) Release deployment, management and coordination

4.5.4 Small Enhancements (1) Report creation or modification (2) UI adjustment or modification (3) Configuration changes (4) Integration with existing MassDOT systems

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5.

INFORMATION REQUESTED 5.1

Vendor Interest

MassDOT is seeking one or more vendors to partner together to achieve the objectives identified in section 4.5. Please answer the following questions regarding your potential future involvement with this project with regard to MassDOT’s objectives as described in section 4.5.

5.1.1 Is your company currently listed as active on statewide information technology contracts ITS53? If so, please identify each active listing. 5.1.2 Are you familiar with MassDOT’s Maximo Work Order Management System? If so, please indicate your knowledge of the project. 5.1.3 Do the objectives identified in section 4.5 align with the products or services your organization provides? 5.1.4 Do you have any perceived concerns (e.g., scope, service levels, technology, commitment, funding, clarity, etc.) about MassDOT’s Maximo Work Order Management System or the objectives referenced in section 4.5? Please explain and indicate any remediations or clarifications that might be useful. 5.1.5 Please feel free to provide any additional information or suggestions that you feel would aid the successful establishment of hosting, support, maintenance and small enhancement services for MassDOT’s Maximo Work Order Management System.

5.2

Maximo Experience

MassDOT’s Work Order Management system is based on the IBM Maximo platform. MassDOT is seeking to understand capabilities in the market with regard to the Maximo platform as demonstrated by past client engagements. Please answer the following questions to provide MassDOT with a level of understanding as to your organization’s capabilities to support the Maximo platform.

5.2.1 Please describe your organization’s role and responsibilities supporting similar solutions based on the IBM Maximo platform. For each example, please include a summary of the services your organization provides, a description of the high-level system functionality, the size of the client organization and the number of users of the system. Please include a description of the role of any third party contractors or organizations and describe how these third parties work with your organization to accomplish objectives similar to those described in section 4.5.

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5.2.2 Please identify any sub-contacting or partnering arrangements your organization would potentially undertake in order to meet the objectives stated in 4.5. These can include hosting providers, service providers, or any other services provided by an organization other than yours. 5.2.3 Please identify areas where your organization shows particular strength with regard to meeting the objectives stated in section 4.5. This should include specific engagement examples and a description of how your organization’s expertise provided a differentiating benefit.

5.3

Transition and Migration

MassDOT’s Maximo-based Work Order Management system is currently hosted and managed by a third party. As part of a long-term solution, MassDOT is open to migrating to a new hosting provider selected by MassDOT or recommended by the support vendor. Please answer the following questions in order to provide MassDOT with an understanding of your organization’s experience and capabilities to support a transition of services to your organization and/or a migration of physical hosting to a facility or set of facilities as part of this effort.

5.3.1 Please describe your organization’s experience in establishing a net-new hosting environment and migrating a Maxmo-based system to this new environment. Include information about the high-level timelines and planning horizons you have found necessary to execute this type of migration. 5.3.2 Please describe your organization’s role in planning and provisioning services such as hosting, networking, etc. on behalf of clients executing similar transitions.

5.4

Ongoing Support and Maintenance

Please answer the following questions in order to provide MassDOT information about your organization’s experience and capabilities to mange ongoing support and maintenance of the MassDOT Highway Work Order Management System.

5.4.1 Please describe support models your organization has implemented with other clients to meet the objectives described in section 4.5. If your description uses terms such as “Level 1” and “Level 2”, please include your intended scope and definition of each level with the goal to identify high-level processes, roles and responsibilities for each level. 5.4.2 Please describe your ability to define, support and manage Service Level Agreements related to the support model described in 5.4.1. 5.4.3 Please describe the resourcing models you might use to meet the objectives defined in 4.5.2, 4.5.3 and 4.5.4. MassDOT is open to _________________________________________________________________________________________________ 3/31/2014 RFI_DOT_HWY_CAP_SOLUTION_2013-001 Page 14 of 15

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various combinations of resource models including dedicated, shared or a hybrid. MassDOT would like to understand the models you support and the relative advantages of those models. 5.4.4 Please describe your preferred approach to managing unplanned system issues with the MassDOT Work Order Management System. This explanation should include explanation of the high-level process for receiving, prioritizing, tracking and managing requests. Please describe the role of MassDOT personnel in this process as proposed. 5.4.5 Please describe your preferred approach to managing planned maintenance and enhancements to the MassDOT Work Order Management System. This explanation should include explanation of the high-level process for receiving, prioritizing, tracking and managing requests. Please describe the role of MassDOT personnel in this process as proposed. 5.4.6 Please define the metrics used to determine if a request is a “Small Enhancement.” Also, describe your approach to addressing enhancement requests that exceed the definition of “Small Enhancements” and your preferred engagement model. 5.4.7 Please describe your preferred model for providing end-user support for common issues including mechanisms for intake of issues, escalation, response times and other relevant information. 5.4.8 Please provide a description your preferred quality approach including pre-production environment support, testing processes and recommended MassDOT involvement.

5.5

Additional Information

5.5.1 Describe your strategy for communicating with MassDOT including reporting against SLA’s and incident tracking. 5.5.2 What are typical contract lengths your organization has executed for this type of engagement. Please provide a typical minimum and maximum range if appropriate.

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