COMMONWEALTH OF MASSACHUSETTS MASSACHUSETTS DEPARTMENT OF TRANSPORTATION
HIGHWAY DIVISION RFP TITLE: IBM MAXIMO V 7.5 MAINTENANCE AND SUPPORT SERVICES
Document Number: DOT_IBMMAXIMOMAINT_FY15_001 RFP Release Date:
August 22, 2014
Deadline for Submission of Questions:
September 8, 2014
Release of official response to Questions:
September 12, 2014
Proposal Submission Deadline:
September 22, 2014
Contact Information: Name: Title: Address: City, State, Zip: Email Address:
8/26/14
John Cadorette Procurement Manager 10 Park Plaza Boston, MA 02116
[email protected]
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TABLE OF CONTENTS Table of Contents ........................................................................................................... 2 1. Introduction .......................................................................................................... 3 Background ......................................................................................................... 3 Overview ............................................................................................................. 3 Technology Overview .......................................................................................... 4 2. Type of Procurement and procurement calendar............................................... 7 Acquisition Method .............................................................................................. 7 Single or Multiple Contractors.............................................................................. 7 Use of Procurement by a Single or Multiple Departments .................................... 7 Anticipated duration of the contract ..................................................................... 7 Anticipated Expenditure and Compensation Structure ......................................... 8 Estimated Procurement Calendar ........................................................................ 8 Performance and Contract Specifications ............................................................ 8 3. Requirements / Scope of services..................................................................... 10 One time event .................................................................................................. 10 Support.............................................................................................................. 10 Maintenance ...................................................................................................... 12 Improvements.................................................................................................... 13 Help Desk Services ........................................................................................... 14 Security and Data Privacy Requirements .......................................................... 15 Disaster Recovery (DR) Requirements .............................................................. 15 Performance Standards..................................................................................... 15 Liability Insurance.............................................................................................. 15 Hosting Requirements (OPTIONAL)............................................................... 16 MassDOT Maximo / GIS constraint (OPTIONAL) ........................................... 21 Service Level Agreements (SLAs) .................................................................. 22 4. BIDDER’s Response ........................................................................................... 27 Instructions for Submission of Responses ......................................................... 27 5. RFP/RFR – Required Specifications (Operational Services Division)............. 34 6. Appendix A – Preliminary CONTRACT RACI .................................................... 42 7. Appendix B – illustrative questions / answers evaluation criteria .................. 44 8. Appendix C – List of Attachements ................................................................... 46
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1.
INTRODUCTION Background
MassDOT Highway plays a major role in maintaining and improving the transportation systems and infrastructure within Massachusetts. MassDOT Highway Division is constantly striving to improve the way all work orders are managed. To aid in this effort, it has implemented IBM Maximo Asset Management System (“Maximo”). Maximo is used to track statewide maintenance and operational work orders for preventive, corrective, and emergency maintenance; events; and other work. Maximo is also used to manage MassDOT’s sign shop materials inventory and work orders for sign manufacturing. The contract for the incumbent Maximo implementation, hosting and maintenance providers – EMA/Projetech (“The PROVIDER”) comes to an end and must go out to bid. Through this RFP, MassDOT is soliciting proposals from qualified vendors (BIDDER) who specialize in maintenance, support and improvements of IBM’s Maximo Asset Management software version 7.5 to provide these services. While MassDOT preference is for BIDDER to use our third party “HOST” provider Savvis (“OPTION 1”), we will accept bids for an overall solution that include hosting, in addition to maintenance, support and improvements (“OPTION 2”), as long as the solution addresses items highlighted in Section 3.3 MassDOT Maximo / GIS constraint.
Overview MassDOT Highway Maximo implementation has been executed in a multi-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
Built a foundation that can be used for other asset types and be expanded to accommodate additional users
Phase II implementation (Targeted for December 2014):
Brought District 6 online
Will make asset and work management tools available to all districts for Bridges, Fleet Data, Signs, Highway assets, Integration with 4D (MassDOT Bridge Inspections Systems developed by 4D, Inc.) and geospatial data, Reports, Key Performance Indicators and Ad-hoc reports and use of mobile
Subsequent Phases:
MassDOT highway is currently developing a strategic Transportation Asset Management plan that presents a future state for MassDOT’s people,
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processes and systems, identifies data and system integration points (including opportunities for integrating other enterprise systems) and provides a roadmap for achieving the future state. This strategic plan will be completed in early 2015 and it is expected to identify additional “medium to large scale” Maximo implementation and integration efforts with other key Highway systems. These implementation efforts will be put out to bid once identified and scoped out. Work orders managed by this system cover assets such as Bridges, Tunnels, Fleet Data, Signs, Signals, Drainage structures and their components, Highway assets and Facilities. For each of those assets, the system manages information such as Assets and locations, Inventory and materials, Work orders, Job plans, Preventive maintenance, Integration with and geospatial data, reports, key performance indicators and ad-hoc reports. The MassDOT Highway Division is using approximately 10 modules and 70 of the Maximo applications. Start Centers have been implemented for Maximo users to deliver user specific information based on their role. The Highway Division has implemented the Maximo Spatial component which integrates Maximo to an organization’s enterprise Geographic Information Systems (GIS), offering mapping capabilities in Maximo. Maximo is, a 24x7 system, used by approximately 400 users (50-100 mobile), including those working in the MassDOT sign shop and maintenance personnel in District 1 through District 5, and all of District 6 Highway, facilities, and environmental staff. They generate between 1000 and 1500 orders per week including nights and weekends.
Technology Overview 1.3.1 Platform Information
System: Maximo version 7.5
Maximo Administrative Server
o Operating System: Windows 2008 R2 o Core Voltage (Vcores): 2, VRAM: 6 GB o Storage: 60 GB o MaximoInstallation Management ESRI ArcGIS Server 10.1 (upgrading to 10.3) o o o
Operating System: Windows 2008 R2 Vcores: 2, VRAM: 6 GB Storage: 100 GB
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Web Server(2)
o Operating System: Windows 2008 R2 o Vcores: 2, VRAM: 4 GB o Storage: 40 GB Application Server(2)
o Operating System: Windows 2008 R2 o Vcores: 2, VRAM: 10 GB o Storage: 65 GB Shared File Server
o Operating System: Windows 2008 R2 o Vcores: 2, VRAM: 4 GB o Storage: 50 GB Monitoring Server
o Operating System: Windows 2008 R2 o Vcores: 2, VRAM: 4 GB o Storage: 20 GB Tivoli Endpoint Manager Relay
o Operating System: Windows 2008 R2 o Vcores: 2, VRAM: 4 GB o Storage: 40 GB Domain Controllers(2)
o Operating System: Windows 2008 R2 o Vcores: 2, VRAM: 4 GB o Storage: 40 GB Mail Relay Server
o Operating System: Windows 2008 R2 o Vcores: 2, VRAM: 4 GB o Storage: 40 GB Integration Server
o Operating System: Windows 2008 R2 o Vcores: 2, VRAM: 4 GB o Storage: 40 GB Database Server o o o o
SQL Server 2012 (Please note that the system is currently hosted in Oracle 11g but it will be migrated to SQL Server 2012 by December 2014). Operating System: Windows 2008 R2 Vcores: 2, VRAM: 6 GB Storage: 175 GB
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Hosting: Off-site. Projetech.
Mobile: Mobile connected access is provided via any browser-based webenabled device.
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2. TYPE OF PROCUREMENT AND PROCUREMENT CALENDAR Acquisition Method MassDOT is requesting that the BIDDER submit a FIXED FEE service contract for the Option being proposed. The BIDDER must list, specifically, any services which would not be covered in the proposal price. Identify the following for those services not under the fixed fee: a) A fee schedule containing the BIDDER hourly rates b) A description of how services will be billed c) A description of additional charges, as in out-of-pocket expenses for travel, etc.
Single or Multiple Contractors This RFP is for a single contractor. All proposed sub-contractors must be disclosed in full. Though one prime contractor is preferred, MassDOT may enter into separate contracts through this RFP process for some, none or all of the services. The information furnished must include a description of the work to be performed by each subcontractor and the percentage of the total effort that work represents. MassDOT will hold the BIDDER responsible for meeting the requirements of the contract even if a subcontractor is performing specific services.
Use of Procurement by a Single or Multiple Departments This Request for Proposal is for use only by the Massachusetts Department of Transportation, Highway Division.
Anticipated duration of the contract The anticipated start of the initiation of services (for all main functions: System Operations and Maintenance, Maximo) under the contract resulting from this RFP is January 2015. The initial duration of this contract will be two (2) years with three optional one (1) year extensions. The BIDDER should propose deliverables, activities, and timeframes for the initial contract period, and, separately, for the extended contract period. After the initial contract period, MassDOT may choose to extend the contract for any or all of the main functions described in this RFP. MassDOT is not obligated to extend the contract.
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Anticipated Expenditure and Compensation Structure The total maximum obligation of this contract which represents the entire duration of the contract including any extensions to Option 2 – Maintenance, Support and Hosting by a single BIDDER is $2,000,000. This $2,000,000 includes a pool of monies for improvements that is not to exceed $1,000,000. COMPENSATION. MassDOT agrees to pay the Contractor according to the Commonwealth’s bill paying policy. The turnaround time for payment without a prompt payment discount is currently 42 days following the receipt of a properly submitted invoice, as determined by the Office of the State Comptroller and MassDOT. In order for the payment to be received any earlier the BIDDER must submit a prompt payment discount form which must be listed as a required document to be submitted with the BIDDER’s response.
Estimated1 Procurement Calendar The proposed procurement calendar for this RFP is as follows: Estimated Procurement Calendar Tasks
Date
Time
RFP Published on COMM-BUYS
August 22, 2014
2 pm
Pre-bid Conference
September 4, 2014
2 pm
Deadline for Submission of Questions
September 8, 2014
5 pm
Release of official response to Questions
September 12, 2014
5 pm
Proposal Submission Deadline
September 22, 2014
2 pm
Evaluation of Proposal
October 6, 2014
Orals
October 15, 2014
Preliminary award
October 24, 2014
Contract Negotiations
TBD
Target Contract Fully Executed
End of December 2014
Transition from vendors
Expected completion March 31, 2015
Performance and Contract Specifications The Selected BIDDER will be held to the requirements contained in the RFP, its Bid, and any and all documents (attachments and exhibits) included in the executed contract. This bid is for IBM Maximo Maintenance and Support services to MassDOT Highway Division with the option to include hosting. Shortlist consideration will be given to only 1
Any changes to the procurement calendar will be posted in COMM-BUYS
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those firms who are qualified as determined by MassDOT based on information provided by the firms in response to this request.
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3.
REQUIREMENTS / SCOPE OF SERVICES
MassDOT has implemented IBM’s Maximo Asset Management 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. MassDOT is seeking to partner with an organization to provide support, maintenance and improvements for its Maximo system which it plans to host at a third party environment (“HOST” - Savvis) to co-locate with its enterprise GIS system. The “HOST” will provide access to computing resource in a virtualized environment, across a public connection (internet). The computing resource includes virtual server space, network connections, bandwidth, IP addresses and load balancers. The BIDDER is given access to the virtualized components in order to build their own Maximo platform. The following sections contain a list of services the BIDDER is expected to provide. Sections marked as “OPTIONAL” are required for those BIDDERs who are NOT leveraging MassDOT “HOST” – Savvis.
One time event (1) Working with the current PROVIDER to seamlessly transfer MassDOT Highway instances of Maximo 7.5 from the current PROVIDER to new HOST while keeping all customized start centers, user and group security settings. The PROVIDER already has in its contract to support and complete the transfer while maintaining the required Maximo availability of 99.9% monthly a. Provide a detail plan of transition activities to get to steady state while maintaining the Maximo system available to users during this period.
Support (1) Troubleshoot, problem resolution and support pack/enhancement pack upgrade 2 services for the Maximo System. a. Database Services i. Database software installation and configuration ii. Performance monitoring, tuning and analysis iii. Backup configuration and job scheduling iv. Perform Database patching and upgrades as required v. Perform database restores or re-organization as required 2
When it comes to upgrades, MassDOT must have the flexibility to decide when and if an upgrade to MAXIMO should be done. _________________________________________________________________________________________________ 8/26/2014 Page 10 of 46
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vi. Create/refresh test environment databases from production data as required vii. Develop database backup scripts and processes as required viii. Problem identification of data integrity, errors, and omissions. ix. New database/object creation as required x. Application of schema changes, e.g. creation, alteration, and deletion of tables and indices, compilation and dropping of stored procedures and triggers, etc. as required xi. Establishing and maintaining database configuration and system parameters in a consistent manner across like database environments xii. Execution of processes for the proper maintenance and functioning of databases, e.g. updating table/index statistics, dropping and rebuilding tables/indices, etc. b. J2EE Application Server (WebSphere) Administration i. WebSphere software installation and configuration ii. WebSphere performance monitoring and resolution of application server problems iii. Advanced configuration of WebSphere as needed iv. WebSphere application software patching and upgrades c. Maximo Spatial and ESRI Support d. System Interfaces like 4D e. Configuration Services i. Defining requirements, planning, configuration, testing, deployment and documentation of system changes.
The BIDDER must provide UAT test plans/test cases for MassDOT to review for support and system improvements.
ii. Maintain a replicated environment of the MAXIMO system and software configuration to serve as a diagnostic and testing environment with file transfer protocol (FTP) capabilities for sending data. FTP will be utilized in order to transfer files from the Maximo database to the contractor for testing; the BIDDER shall maintain duplicate data which is periodically updated. The BIDDER shall properly document system changes, including recovery procedures and scripts. (2) Service Level Agreements (SLA’s) corresponding to near 24 hour availability as depicted in section 3.11 (3) Level 2 and Level 3 application support. a. Level 1 support will be provided by MassDOT IT Helpdesk whether it is through a call or an email. Level 1 means that general service requests are filtered through MassDOT IT Helpdesk and they provide basic support and troubleshooting, such _________________________________________________________________________________________________ 8/26/2014 Page 11 of 46
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as printer configurations, network, hardware, break/fix instructions based on materials provided by either BIDDER or PROVIDER, ticket routing and escalation to Level 2 and Level 3 support as needed. b. Availability of Technical and non-technical standard support via telephone or email during normal business hours, excluding holidays to answer questions regarding the use, modification or troubleshooting of the system. Normal Business hours are 7:00 AM to 6PM Eastern Standard Time c. A toll free support telephone number for designated MassDOT technical personnel d. A support email address for designated MassDOT personnel. Except to supplement requests for technical support for critical issues received by telephone, support e-mail will not be used for time-critical communications such as problem notifications or requests for time-critical technical support. Support email will be used for exchange of technical information as part of problem resolution, and for documenting activities prior to preparation and release of failure analysis reports, after-action reports, or other required documentation. e. The BIDDER shall maintain information for each service request, including but not limited to, problem description, start and end dates/times, actual or potential root cause(s), corrective action taken, and future action required (4) Multi-level escalation process to ensure urgent problems are resolved according to Service Level Agreement (SLA) (5) Break-fix resolution of issues within SLA a. Proactively identify issues through monitoring b. Reporting problems to IBM and interfacing with their support personnel c. Communicating outage to MassDOT d. Providing on-call support and emergency services twenty-four hours a day, seven days a week, to address any “Critical Problem” that impact the partial or complete operation of Maximo impacting MassDOT Highway business operations. e. Identifying work around until issue(s) are resolved (6) Provide monthly status reporting summarizing service, IT policy issues and general SLA information. For additional details around responsibilities, please refer to Appendix A
Maintenance (1) Planned, non-discretionary activities including Maximo patches, security updates and routine updates to the environment a. Scheduled Maintenance shall be performed outside normal business hours. The BIDDER shall provide MassDOT with advanced notice of maintenance b. BIDDER shall provide test plans and test cases for all maintenance activities _________________________________________________________________________________________________ 8/26/2014 Page 12 of 46
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(2) Emergency Maintenance such as security patch installation under certain circumstances. The BIDDER shall provide MassDOT with notice of emergency maintenance in accordance with the Change Management as defined. BIDDER Change Management Planned Standard
Minor
Moderate
Major
Unplanned
Critical (afterhours)
Emergency
Business Impact Minor or repetitive changes considered part of the normal operation with no effect on MassDOT’ s business Small changes that have a documented and proven implementation process with little impact to the MassDOT’ s business Changes that have a broad business impact or may affect multiple applications Changes that have a significant impact to MassDOT business or may affect multiple applications across multiple departments Changes that must be performed in order to correct a faulty Maximo service having some impact on MassDOT’s business. Impact to business does not warrant immediate correction.
Changes that must be performed in order to correct a faulty Maximo service having a major impact on MassDOT’ s business. Impact to business requires immediate resolution.
MassDOT notification3 None
Examples
BIDDER shall provide 48 hours advance notification.
Installing patch on application server
Password Reset
BIDDER shall provide five working day advance notice BIDDER shall provide ten working day advance notice BIDDER shall advise MassDOT as soon as possible after knowing such a change is required. Confirmed notification is preferred. BIDDER shall advise MassDOT after change implementation. Confirmed notification is preferred.
Improvements
3
While the BIDDER will notify MassDOT of planned and unplanned maintenance; for planned maintenance, MassDOT must have the flexibility to decide when and if an upgrade to MAXIMO should be done.
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Improvements either add or modify existing functionality. Improvements to the system are distinguishable from ongoing maintenance in that they are not intended to remedy system defects, and, if not completed, the system would continue to operate per the performance standards. Improvements to the system will be provided as part of this agreement. Any System Improvements will be executed under this agreement, through task orders, with a separate scope and budget established for each task order utilizing agreed to negotiated hourly rates. The total of all Task Orders executed shall not exceed a total value of $1,000,000.00 which is the pool of monies set aside for improvements for the length of the contract. System Improvements include: (1) (BIRT / Crystal) Report creation or modification requiring more than X hours (2) UI adjustment or modification requiring more than X hours (3) Configuration changes requiring more than X hours (4) Integration with existing MassDOT systems (currently GIS and 4D) (5) Java customizations or other back end changes (6) Data clean up or data exports more than X hours As part of its response, the BIDDER must identify for MassDOT the value of X, where X represents the number of hours included in the regular maintenance and support for the activities listed above. Any effort beyond those X hours becomes a task order. The BIDDER must ensure that all software modifications and upgrades are deployed using the configuration management, documentation, and integration, and acceptance testing requirements as per each negotiated contract during the warranty period and licensing period. The BIDDER shall provide improvement to the system as directed by MassDOT. Separate task orders shall be established for each system enhancement. The BIDDER shall provide a detailed scope, work plan and budget for each improvement task order.
Help Desk Services (1) Provision of adequate and qualified staff to support help desk calls/emails (2) Help Desk point of contact for MassDOT IT Helpdesk, MassDOT Business and IT liaisons. (3) Maintain data related to help desk activities (4) Provide standard, and ad-hoc (on-request), help desk status reports
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Security and Data Privacy Requirements The successful BIDDER will be responsible for providing secure systems. The appropriate safeguards within the hosting environment should include the use of encryption software and unique passwords and IDs to protect the Maximo data’s confidentiality, integrity, and availability. All data is MassDOT own and should be accessible to its designated personnel at all times. The successful BIDDER must adhere to all MassDOT statutes related to data privacy and security breaches described under:
201 CMR 17.00: STANDARDS FOR THE PROTECTION OF PERSONAL INFORMATION OF RESIDENTS OF THE COMMONWEALTH http://www.mass.gov/ocabr/docs/idtheft/201cmr1700reg.pdf
EXECUTIVE ORDER NO. 504 ORDER REGARDING THE SECURITY AND CONFIDENTIALITY OF PERSONAL INFORMATION
http://www.mass.gov/governor/legislationeexecorder/executiveorder/executive-order-no504.html
Massachusetts General Law 93H Security Breaches https://malegislature.gov/Laws/GeneralLaws/PartI/TitleXV/Chapter93H
Attachment C – Executive Order 504 must be completed and signed.
Disaster Recovery (DR) Requirements The successful BIDDER must provide a plan for data backup and system recovery. At the present time, the Maximum tolerable outage is between 24-48 hours. In the future, MassDOT may negotiate a shorter window. As part of this RFP, the BIDDER should provide a list of options for DR.
Performance Standards MassDOT has developed the following performance standards as a mechanism to ensure quality. The performance standards may be subject to penalties, as described in the RFP. (1) Maximo services, application piece of the environments should be available 24x7 and at least 99.9% on a monthly basis, excluding scheduled maintenance (2) Maintenance windows, as outlined in section 3.3, must be approved by MassDOT (3) The BIDDER must update all operations documentation following any improvements or modifications, within five (5) working days of the change(s).
Liability Insurance _________________________________________________________________________________________________ 8/26/2014 Page 15 of 46
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BIDDER must have liability insurance of at least $1,000,000 where MassDOT is the beneficiary
Hosting Requirements (OPTIONAL) The BIDDER should support at least two environments UAT and Production.
# 1
2
3
4
5
6
9
3.10.1 Hosting Requirements Service
Comments
(Attach separate sheets, as needed)
BIDDER Data Center should be in operation for at least the last 5 Years. BIDDER shall provide documentation to substantiate this. BIDDER shall directly own and manage or have a long term lease of a data center facility for five (5) years or more. BIDDER shall manage at least two TierIII data center facilities and provide documentation to substantiate this. a. Multiple independent distribution paths serving the IT equipment b. All IT equipment shall be dualpowered and fully compatible with the topology of a site's architecture c. Concurrently maintainable site infrastructure guaranteeing 99.99% availability BIDDER shall have Disaster Recovery capabilities to fail over to a second Data Center. Data Center should be ISO 9000(process) & ISO 27000(security) Certified Data Center shall be capable of providing Statement on Auditing Standards (SSAE 16) towards current PCI-DSS merchant compliance and certify such compliance per SLA requirements. BIDDER shall have industry certified onsite staff for Administration, Management and Monitoring of Intel Servers, Supported Windows Server, Microsoft SQL, and Red Hat Linux on premises or available 7/24/365
BIDDER Response
(Attach separate sheets, as needed)
(Attach separate sheets, as needed) (Attach separate sheets, as needed) (Attach separate sheets, as needed)
Please provide Organizational chart for management and technical staff and resumes of all personnel with the required certifications.
(Attach separate sheets, as needed)
MassDOT reserves the right to carry out a capability assessment of the BIDDERs
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_________________________________________________________________________ to verify any information submitted as part of the proposal; and MassDOT’ s decision shall be final in this regard. 10
(Attach separate sheets, as needed)
The BIDDER shall submit all necessary documentary evidence to establish that the BIDDER meets the above qualifying requirements.
3.10.1 Firewall, Load Balancer and Intrusion Prevention # Service Comments BIDDER Response 1
2
The BIDDER shall be capable of providing a dedicated firewall services to MASSDOT. The firewall shall be configurable with up to unlimited custom policies. BIDDER shall also provide and set default policies for the protection of the servers, wherever custom policies are not set by MASSDOT. The firewall services shall be capable of providing: a. A sustained data throughput at a rate of 2 gigabits per second (Gb/s) b. Rule based logging and alerting c. Log reports are to be provided to MASSDOT on demand d. Auditable change management procedures shall be followed for all firewall changes e. High Availability (HA). MASSDOT will utilize load balancing technologies to ensure that requests for services may be balanced across several servers. MASSDOT will also use the application layer firewall capabilities of load balancers to further protect MASSDOT’s information assets. The BIDDER shall be capable of providing dedicated load balancing services to the hosted servers and applications. Load balancing service shall include: a. SSL off loading including reencryption to back-end servers b. Session and/or cookie based persistence c. Server, application and service health checking and load monitoring d. Scriptable reactions to health
BIDDER shall maintain current PCI-DSS levels of compliance
(Attach separate sheets, as needed)
The firewall shall be configurable with up to 100 custom policies. BIDDER shall also provide and set default policies based on current industry best practice for the protection of the servers, wherever custom policies are not set by MassDOT
(Attach separate sheets, as needed)
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3
4
check and load monitoring results e. Modification of load balancing services shall follow change control f. Auditable change management procedures shall be followed for all load balancer configuration changes g. Layer 7 Firewall Anti-virus services (host based). Maintenance and scheduling procedures shall be provided to MassDOT by the BIDDER upon request from MassDOT.
The BIDDER shall provide Intrusion Detection and Prevention (IDP) services (preferably utilizing a Unified Threat Management System (UTM)) to MASSDOT/Savvis hosted infrastructure to alert system administrators of possible active threats. The IDP system shall be configured to take preventative measures such as redirecting questionable source requests. The IDP system shall also log all events and be able to produce a report for auditing purposes. The IDP service shall include: a. TCP/IP and application signature awareness configurable for alert and/or suppression modes based on services and applications b. IDP services are to be wire speed and located in-line with the application server hosting segments c. IDP hardware shall fail open in the event of failure. Auditable change management procedures shall be followed for all IDP configuration changes. d. The BIDDER shall provide the proposed service levels for firewall, load balancing and intrusion detection/prevention services for MASSDOT to
On all servers Per PCI DSS
(Attach separate sheets, as needed)
BIDDERs response shall include Anti-virus solution and update practices BIDDER shall maintain current PCI-DSS levels of compliance
(Attach separate sheets, as needed)
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3.10.2 Network Connectivity # Service 1
2
3
Comments
BIDDER Response
BIDDER-supplied High Availability (HA) ISP connections will be included in calculations and evaluations of compliance with 99.99% SLAs, including but not limited to response to end user response time (equal to or less than 1 -1.5 seconds) The BIDDER shall provide Internet Connections with Redundant Capability (Attach separate sheets, as needed)
The BIDDER shall be capable of providing routing and switching infrastructure that meets the following requirements: a. 802.1Q VLAN tagging and trunking b. 10/100/1000 full and half duplex interfaces c. Copper and fiber handoffs d. Fiber channel handoff for SAN services e. Traffic prioritization and shaping capabilities f. Port monitoring/mirroring capabilities g. Routers shall be capable of BGP routing and BGP failover
3.10.3 Operating System and Utility Software Management and Maintenance # Service Comments BIDDER Response 1
Operating System a. Loading agreed base and operational images onto servers b. Tracking available updates and patches
What are the patching practice and procedures?
(Attach separate sheets, as needed)
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2
3
4
Providing image version control and image storage d. Notifying MassDOT about critical patches e. Reviewing updates with MassDOT to determine if applicable service levels will be impacted f. Testing updates in a quality assurance environment before administering to production systems Administration of updates and patches to production systems a. Monitoring server health via automated tools and reacting to alert notifications b. Providing per server OS version reports on a monthly basis and on-demand c. Conversion of respondent managed physical images for use in respondent managed virtual environments d. Documentation of the Base Environment on commencement of the contract followed by monthly updates. Administration and monitoring of systems and services: a. Monitor server health via automated tools. BIDDER staff shall react within 15 minutes to alert notifications and shall notify MassDOT of issues within 15 minutes. b. Document the base environment upon commencement of the contract, followed by monthly updates, e.g., OS version, patch levels, change management, physical configuration (memory, CPU, disk space), etc. BIDDER shall have a customer interface to manage virtual machines and storage.
What are the schedules for software maintenance?
(Attach separate sheets, as needed)
(Attach separate sheets, as needed) This includes High Availability failover for critical server instances. BIDDER shall provide SLA documentation and penalties for failure to notify.
MassDOT will be permitted to allow DB subcontractor access for database and application support and maintenance.
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6
7
8
The selected facility shall use high availability capability for VMs (or approved equal) Does BIDDER have procedures and software/hardware available to back up all systems once per day and weekly? What products do you use to back systems up? Does BIDDER have high sustained I/O capability storage? Please provide detail on storage specifications (e.g... Tier I and Tier II.) The Utility Software shall include amongst many others, the packages such as service management agents and antivirus software. The management and maintenance for utility software includes: a. Tracking available updates and patches b. Notifying MassDOT about critical patches c. Reviewing updates with MassDOT to determine if application service levels will be impacted d. Testing updates in a quality assurance environment before administering to production systems (excluding virus definition signature updates) e. Administration of updates and patches to production systems f. Monitoring and reacting to antivirus alerts g. Providing per server utility software version reports on a monthly basis and on demand
(Attach separate sheets, as needed) (Attach separate sheets, as needed)
(Attach separate sheets, as needed)
(Attach separate sheets, as needed)
MassDOT Maximo / GIS constraint (OPTIONAL) Geographic Information System (GIS) Integration — GIS provides the ability to accurately map and identify assets at precise locations. To integrate GIS and Maximo, MassDOT purchased the Maximo connector to GIS, referred to as Maximo Spatial, and integrated it with GIS system hosted at MassDOT (moving to Savvis). Below are some constraints: (1) MassDOT GIS is a ESRI/SQL Server based system (2) The base road network will be developed using an ESRI Roads and Highways Linear Referencing System (LRS) _________________________________________________________________________________________________ 8/26/2014 Page 21 of 46
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(3) Maximo uses both a GIS map service and a SQL-based integration for different types of GIS data. This SQL-based integration requires a raw SQL connection to the database and therefore is not a candidate for VPN or Internet-based connection due to security and performance concerns (4) The usage of both GIS map service and SQL-based GIS APIs is hardwired into the core Maximo code (5) The current approach does not allow for automated updates from Maximo back to GIS. All GIS updates based on Maximo work orders must be processed manually. (6) If the GIS and Maximo are not co-located based on the response, then BIDDER must explain the architecture including how they intend to keep the GIS and Maximo copy of GIS in sync (7) If the GIS and Maximo are co-located at Savvis, then BIDDER must explain the architecture and if we need Maximo Spatial component
Service Level Agreements (SLAs) 3.12.1 Maintenance and Support 3.12.1.1
Service Measurement and Penalties
The following measurements will be maintained by the BIDDER to ensure optimal service provision to MassDOT Highway: Measurement Maximo Application Availability (24x7x365)
Client Response Time
# unscheduled outages
Definition Percentage of time Maximo Application is available outside of maintenance window Client response time for Maximo Application for a sample transactions executed # outages during core availability hours
Performance Targets 99.9% available reviewed monthly. This excludes MassDOT approved maintenance 90% of transactions are executed within a measured baseline set by the BIDDER and MassDOT Total number of unscheduled outages totaled less than 4 hours in a month
The BIDDER and MassDOT agree that the services above shall be performed within the stated performance targets. In the event that Maximo is determined, by the MassDOT IT vendor manager, to be below these performance targets and the issue can be attributed solely to Maximo application issues; the BIDDER may be liable to MassDOT. The liability will be calculated depending on the number of hours for which Maximo was unavailable, minus the downtime permitted by the SLA. The liability per hour is 1% of the total monthly maintenance and support portion of contract fee. The penalty will be calculated
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to the nearest hour, based on the number of hours in a given month (for instance, a 31day month contains 744 hours). MassDOT reserves the right to enforce this liability. System or Application Failure. If more than three (3) related failures to meet the applicable Service Level Agreement (“SLA”) (each a “Service Outage”) or more than twenty-four (24) aggregate hours of related Service Outages such that BIDDER fails to meet the SLA commitments for Service Availability applicable to this project, during any thirty (30) consecutive day period (“Chronic Failure”), MassDOT may provide written notice to BIDDER of such Chronic Failure. If following such written notice from MassDOT, the BIDDER cannot resolve the problem, and MassDOT experiences another related Service Outage within the next thirty (30) days (“Subsequent Chronic Failure”), MassDOT may by written notice sent to BIDDER, terminate this Agreement and Customer shall not be responsible for any termination charge or other liability; provided, such notice of termination is received by BIDDER within thirty (30) days of the Subsequent Network Failure.
3.12.1.2
Service Level Reporting
BIDDER will supply the MassDOT with the following reports on the intervals indicated. Report Name Application Availability Report
Interval Monthly
Responsible BIDDER
Client Response Time Report Maximo Incident Report
Monthly
BIDDER
Monthly
BIDDER
As part of the RFP, the BIDDER should suggest other metrics typically provided to clients as part of this service.
3.12.1.3
Service Request
In support of the Maximo Software, BIDDER will respond to service related incidents and/or requests submitted by the helpdesk or MassDOT IT vendor manager (and captured in the BIDDER’s incident tracking system) during business hours (7:00 AM to 6PM Eastern Standard Time) within the following time frames: 1. One (1) hour (during business hours) for issues classified as Urgent / Fatal. 2. Two (2) hours (during business hours) for issues classified as High priority. 3. Four (4) hours (during business hours) for issues classified as Medium priority. 4. Eight (8) hours (during business hours) for issues classified as Low priority. 5. Twenty Four (24) hours (during business hours) for a general service Request As part of this RFP, the BIDDER must provide options for off-hours support and cost.
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The BIDDER is deemed to have responded when it has replied to MassDOT’s initial request and entered their incident tracking system. This respond may be in the form of an email or telephone call, to either provide a solution or request further information.
3.12.1.3.1.1 Severity levels The severity levels shown in the tables above are defined as follows:
Urgent / Fatal: Complete degradation — all users and critical functions affected. Item or service completely unavailable.
High: Significant degradation — large number of users or critical functions affected.
Medium: Limited degradation — limited number of users or functions affected. Business processes can continue.
Low: Small degradation — few users or one user affected. Business processes can continue.
3.12.1.4
Hosting (OPTIONAL)
If the BIDDER is hosting, the BIDDER shall maintain the Hosting environment such that performance meets or exceeds the agreed upon SLA. The selected BIDDER shall monitor the physical health of the hardware and related software, reacting to alerts in accordance with the agreed upon SLA. # 1
2
3
4
5
Service
SLA
BIDDER shall have qualified technical support staff / Administrator site support.
24X7X365
Critical / Security Patches (PCI DSS Compliant)
Monthly / Emergency on Request
O/S & Data Base Patches -1 level unless agreed on (PCI DSS Compliant) Firewall Configurations Upon Request (PCI DSS Compliant) IDP Configurations &
Comments
BIDDER Response
Immediately Available to address requests and issues
(Attach separate sheets, as needed.) Include service SLAs and Example Resumes and Certifications
Monthly / Emergency on Request 24X7X365
24X7X365
(Attach separate sheets, as needed.) Provide documentation on patch and change management processes (Attach separate sheets, as needed.) Normally M-F 7:00 6 PM
(Attach separate sheets, as needed.)
Normally M-F 7:00 -
(Attach separate
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6
7
8
Service Policies Upon Request (PCI DSS Compliant) Load Balancer Configurations Upon Request Maintenance Window via Approved Change Management Request (Supporting Multiple Users – PCI DSS Compliant) Electronic Change & Incident Management Systems (Supporting Multiple Users PCI DSS Compliant)
SLA
24X7X365
Comments
BIDDER Response
6 PM
sheets, as needed.)
Normally M-F 7:00 6 PM
(Attach separate sheets, as needed.)
Daily 1 AM – 5 AM
24X7X365
(Attach separate sheets, as needed.)
BIDDER shall provide their own system and provide access to MassDOT. Monthly reporting and SLAs required.
9
10
11
Defined Incident Escalation Process (PCI DSS Compliant) Multiple Internet Connections Mbps Unlimited Bandwidth Back-up solution support
12
System and Network monitoring
13
Level 2 Senior & Level 3 BIDDER Technical Support (Example: HP, EMC, etc.) as needed in escalation Technical Support and Coordination, including off hours scheduled maintenance support (Patches, Configuration, etc.) Configuration of Hardware & O/S for components
14
15
(Attach separate sheets, as needed.) Shall include notification / escalation / incident management policies and procedures.
24X7X365
(Attach separate sheets, as needed.)
24X7X365
(Attach separate sheets, as needed.)
Daily, Monthly Rotation with agreed on Offsite Copy maintained 24X7X365
(Attach separate sheets, as needed.)
24X7X365 2 Hour On Site Response if Required < 20 Hours Monthly
4 Hour Response
Resource Utilization, Alarm, Alerts, Daily files and Reports As Required
(Attach separate sheets, as needed.)
As Required Normally M-F 7:00 6 PM
(Attach separate sheets, as needed.)
Configuration & Utilization documented as provided by MassDOT
(Attach separate sheets, as needed.)
(Attach separate sheets, as needed.)
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If the BIDDER decides to provide Hosting, the BIDDER and MassDOT agree that the hosting services above shall be performed within the stated SLAs. In the event that it is determined by the MassDOT IT vendor manager, that SLAs are not met, the BIDDER may be liable to MassDOT. The liability will be calculated depending on the number of hours for which the environment was unavailable, minus the downtime permitted by the SLA. The liability per hour is 1% of the total monthly maintenance and support portion of contract fee. The penalty will be calculated to the nearest hour, based on the number of hours in a given month (for instance, a 31-day month contains 744 hours). MassDOT reserves the right to enforce this liability.
3.12.1.5
Additional SLA Criteria’s
1. BIDDER must include evidence of recent successful performance relative to the specified services outlined in this RFP. Include the # of successful customers and a description of the performed for these customers.
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4.
BIDDER’S RESPONSE Instructions for Submission of Responses
4.1.1 Schedule Responses are due at MassDOT’s main office (at the address below) by 2:00 P.M., local time, on September 22, 2014. MassDOT will evaluate the Responses. MassDOT reserves the right to select a single Respondent, to seek additional information or revise Responses, to enter into negotiations with one or more Respondents, to reject any or all Responses, to amend this RFP in any way, or to discontinue the selection process altogether. MassDOT reserves the right to change or amend this schedule at its sole discretion.
4.1.2 Procedures Responses must be received at MassDOT’s main office by the time and date shown above as the Response Due Date. Responses must be addressed and submitted as follows: MassDOT Attention: Mr. John Cadorette, IT Procurement DOT_IBMMAXIMOMAINT_FY15_001 State Transportation Building 10 Park Plaza Suite 5231 Boston, MA 02116-3973 Any Responses received after the time and date shown above as the Response Due Date will be returned unopened. A Response will be deemed to have been received only if and at the time that it is delivered directly to MassDOT’s offices at Suite 5231 on the fifth floor of the State Transportation Building. Time-stamped receipts will be provided for any hand-delivered Responses. Responses may not be left at the main security desk of the State Transportation Building. Responses will not be deemed to be received if delivered to any other MassDOT office or facility, or any other state or other agency. All Responses must be sealed to provide for confidentiality of the information contained therein and to ensure that the Responses remain intact until MassDOT opens them. Responses submitted must contain all required forms and information, and must be in the format described in this Section. Responses must be complete, and must provide sufficient information for MassDOT to evaluate them. No additions or supplements to Responses will be accepted after a Response is submitted, unless specifically requested or allowed by MassDOT. Once submitted to MassDOT, all Responses and accompanying materials are the sole property of MassDOT.
4.1.3 Response Format By submitting a Response, the Responder agrees that if MassDOT makes an award to the Responder, the Responder shall execute a contract and return the fully executed _________________________________________________________________________________________________ 8/26/2014 Page 27 of 46
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contract to MassDOT within ten (10) calendar days of receipt. The contract may be modified as deemed necessary or desirable by MassDOT. Certain portions of the final contract shall be completed in accordance with the terms of the successful Response. Also, it is anticipated that all terms of the successful Response will be incorporated in the final contract by reference, and the Response itself will become part of the executed documents. Responses submitted in response to this RFP shall be organized and presented as outlined below. Accuracy and completeness are essential. The Responses must address all of the required services of this RFP and provide a complete and concise description of how the Responder will perform the required project work. All Responses shall be in writing and shall be typewritten in English with all pages clearly numbered. The Response will be limited to a maximum of twenty five (25) pages. Responses shall be printed double-sided in a 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 twenty five page limit.
4.1.4 Commitment Letter Each Response must contain a cover letter stating that the Response remains valid until MassDOT executes a Contract. The letter must include a statement that the BIDDER is familiar with and agrees to all of the requirements of this RFP. The letter must be signed by an officer of the responding organization who is authorized to bind the BIDDER to the RFP terms in PDF format, the MassDOT’s Standard Terms and Conditions, and all provisions of the response. Each BIDDER must certify in its response that it and all parties to any proposed joint venture or teaming arrangement agree to both of the following conditions. a. The contract has not been solicited or secured, directly or indirectly in manner contrary to the laws of the Commonwealth, and said laws have not been violated as they relate to the procurement or the performance of the Contract by any conduct, including the payment of any fee, commission, compensation, gift, gratuity, or consideration of any kind, directly or indirectly, to any Commonwealth employee, agent, officer or official. b. Unless otherwise required by law, the prices quoted in the response have not knowingly been disclosed by the BIDDER (including all parties to any joint venture or teaming arrangement) directly or indirectly to any other BIDDER or to any competitor and will not knowingly be disclosed by the BIDDER prior to award of the Contract.
4.1.5 BIDDER Identification The response must contain the name of the BIDDER, its address, a telephone number, contact person, the office that will be responsible for performing the services requested in _________________________________________________________________________________________________ 8/26/2014 Page 28 of 46
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this RFP, and any other office(s) that will participate in performing these services. BIDDERs may propose subcontractor arrangements in their responses. However, all such responses must identify a single business entity as the prime BIDDER that has complete legal, fiscal, administrative, and managerial responsibility to enter into the Contract. Regardless of the arrangement proposed, all BIDDERs are advised that the prospective prime BIDDER must possess the following attributes: Management capability and experience to effectively direct, guide, and supervise the team;
Authority to commit the personnel, funds, and other resources deemed necessary and appropriate by MassDOT to meet the overall requirements of this RFP and the Contract in a timely and professional manner;
Specific pertinent skills and experience, directly or through the team, to effectively meet the requirements specified in this RFP and the Contract; and
Management, financial, and administrative resources and support systems committed to the Contract necessary to effectively implement, monitor, track, and document all activities under the Contract.
BIDDERs must clearly identify all subcontractors that will perform any work under the Contract. The information furnished must include a description of the work to be performed by each subcontractor and the percentage of the total effort that the work represents. MassDOT will hold the BIDDER responsible for meeting the requirements of the Contract even if a subcontractor is performing specific services. BIDDERs must certify that they have not been convicted of an identity theft crime or misuse of personally identifiable information. The awarded BIDDER will be subject to a CORI background check.
4.1.6 4.1.6.1
Response Outline Part 1 - Letter of Transmittal
The letter of transmittal must contain the following statements and information: 1. Reference to this RFP 2. A statement indicating that the proposal and cost schedule will be valid and binding for ninety (90) days following the proposal due date, and will become part of the contract negotiated with the MassDOT. 3. Company name, address, telephone number(s), and website. 4. Name, title, email address, and telephone number of the person(s) to contact and who are authorized to represent the BIDDER and to whom correspondence should be directed. 5. Name, title, address, telephone number and email address of one or more individuals who are authorized to sign a contract. Attachment A - Contractor Signatory Authorization Form 6. The letter must be signed by a corporate officer or person authorized to bind the BIDDER to the proposal and cost schedule.
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4.1.6.2
Part 2 – Statement of Firm Qualifications
All responses must include a short profile along with a statement of qualifications, experience and description of the Respondent firm and its history. The response should specifically indicate the firm’s current and historical expertise in providing the Services identified in the RFP.
4.1.6.3
Part 3 – References
All responses must include references from at least 3 clients of the firm with similar scope, and preferably government clients who have utilized the firm on matters related to the Services within the last three years with similar size and scope. The references must include a contact person, a full address, and a phone number. In addition to the foregoing, all responses must include a listing of public and private clients for whom the firm has provided Services similar to those set forth in this RFP, with a description of the Services provided. Attachment B – Business Reference Form
4.1.6.4
Part 4 – Explanation of Contract Termination
Explanation of any contract termination for default, debarment or other incident in the past five years. Termination for default or debarment is defined as notice to stop services for non-performance or poor performance, and issue was either litigated or not litigated. If default occurred, list name, address, and telephone number of the party. If NO such termination occurred for default, declare it. MassDOT will evaluate the facts, and may, at its sole discretion, reject the BIDDER’s proposal.
4.1.6.5
Part 5 - Billing Rates and Structure
MassDOT anticipates establishing a set rate schedule with the selected firm. In anticipation of this process, Respondents are required to include the following information in their response.
A schedule of rates.
A list, by type and amount, of additional fees, if any.
A breakdown of all the cost including items such as on-time event and yearly maintenance and support (the first 2 years of the initial contract and every extension after that).
4.1.6.6
Part 6 - Other Information
As space permits, any other additional and relevant information may be included in this section. Reservations: MassDOT reserves the rights to suspend, withdraw, or amend this RFP at any time, and to reject any Response not submitted in conformance with this RFP and any addenda hereto. This RFP is not an offer and MassDOT is not issuing it under any statutory requirement. MassDOT has determined that the selection of a contractor through an open, competitive process to be in the best _________________________________________________________________________________________________ 8/26/2014 Page 30 of 46
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interest of the public and MassDOT. MassDOT’s decision with respect to the award of contracts pursuant to this RFP process shall be final. Responses may be rejected if, in MassDOT’ s sole judgment, they fail to meet the requirements of the RFP; are incomplete, conditional, or obscure; contain additions, deletions, alterations, errors, or other irregularities; or are submitted by Respondents who are not experienced or capable of performing the Scope of Services. MassDOT reserves the right to waive any of the foregoing, or any informality The Responder shall submit one (1) original, (9) copies, and one (1) electronic CD copy of the Response at the time of submission. The electronic copy format must be Microsoft Word 2007.
4.1.7 BIDDER Response to Section 3.0 The BIDDER must provide a general overview of their proposal along with comprehensive narrative statements that set out the methodology they intend to employ and illustrate how the methodology will serve to accomplish the services outlined in Section 3.0 requirements/scope of services including their management plan. BIDDERs must respond to the specific requirements following the sequence that each specific item is presented in Section 3.0 requirements / scope of services. MassDOT reserves the right to seek clarifications of any response.
4.1.8 Relevant Experience BIDDERs must document the company’s and the proposed key team members’ experience relevant to the specific section of the RFP they have bid on. BIDDERs must describe previous, current and pending contracts held by the BIDDER and team members that are similar in size and scope of services called for in this RFP, preferably with a government entity, within the past 3 years. BIDDERs must indicate which of the proposed key team members participated in each of these contracts and the roles they played. Such descriptions, at a minimum, must include the following details: The contract duration and effective dates; The name, title, address, and telephone number of persons who may be contacted by MassDOT for authentication of all of the information submitted and as a reference (there may be separate reference contact(s) for the key team members); Any contract termination or extension, liquidated damages, penalties, litigation, and disputes relating to such contract; A detailed description of the scope of work Any other appropriate information related to the development, implementation, and operation of the identified program, and BIDDERs must describe any other relevant services performed by the BIDDER or team members that are that are not identified above. This description must include information on the topics identified above.
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4.1.9 Deadline for Responses 4.1.9.1
Selection Process
MassDOT reserves the right to change or amend this process at its sole discretion in order to further the purposes of the RFP. It is the BIDDER’s sole responsibility to monitor the COMM-BUYS website on a regular basis for any updates. 1. Response Due Date. In accordance with the below Procurement Calendar of this RFP, any Responses received after the time and date specified will be returned unopened. 2. Response Evaluation. MassDOT will establish a Selection Committee. The Selection Committee will first review all the Responses to determine if they contain the required forms and if submission requirements have been met. Failure to submit specified forms and follow submission requirements may result in a Response being rejected. The Selection Committee will review all responses and conduct a comprehensive and impartial evaluation of the bids received in accordance with the requirements of the RFP and the evaluation/selection criteria. 3. Additional Information. The Selection Committee may select finalists for further evaluation and/or, or may request additional information, revised responses, or best and final Responses.
4.1.9.2
Evaluation Criteria
The following are minimum qualifications requirements the BIDDER must meet in order for their proposal submittal to be eligible for evaluation. The RFP Coordinator may choose to determine minimum qualifications by reading that single document alone, so the submittal should be sufficiently detailed to clearly show how you meet the minimum qualifications without looking at any other material. Those that are not clearly responsive to these minimum qualifications shall be rejected by MassDOT without further consideration:
BIDDER must have a minimum of five years continuous experience supporting Maximo systems BIDDER must have managed or led at least three upgrades to Maximo version 6 or higher, one of which must have been to Maximo version 7. BIDDER must have managed or led at least one new implementation of Maximo version 7. BIDDER must have managed or led an upgrade to or new implementation of Maximo version 6 or 7 in an organization performing integration with GIS BIDDER must be Gold, Silver or Bronze Maximo partner of IBM BIDDER must have liability insurance of no less than $1 Million and state that in writing that if contract is awarded, MassDOT will be the beneficiary.
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For each such customer cited, BIDDER must provide:
The name, location, type of business, and number of employees of the organization; The name, title, and contact information for the Customer project lead; The duration of the project from analysis through deployment (if applicable); The version of Maximo from which the upgrade occurred (if applicable); The version of Maximo which was implemented or to which the upgrade occurred; Name of other firms involved in the project (if applicable).
A rating system, based on pre-defined points and percentages, will be used to evaluate the proposals. The award of the contract will be made to the firm, whose proposal receives a favorable evaluation, recommendation of the selection committee.
Understanding of the Project
up to 20 points
Methodology and Services
up to 20 points
Management Plan of the Contract
up to 10 points
Experience and Qualifications
up to 15 points
Cost
up to 20 points
References
up to 5 points
Supplier Diversity Plan
up to 10 points
Total Score
Maximum score is 100 points
MassDOT shall select the BIDDER whose bid, in the aggregate, provides the “best value” for MassDOT and the Commonwealth. MassDOT is not required to choose the BIDDER that proposes the lowest cost. For answers to questions MassDOT evaluation team may be looking for in BIDDER’s responses, refer to Appendix B – illustrative questions / answers evaluation criteria,
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5. RFP/RFR – REQUIRED SPECIFICATIONS (OPERATIONAL SERVICES DIVISION) Issue Date:
March 24, 2014
In general, most of the required contractual stipulations are referenced in the Standard Contract Form and Instructions and the Commonwealth Terms and Conditions (either version). However, the following RFR provisions must appear in all Commonwealth competitive procurements conducted under 801 CMR 21.00: The terms of 801 CMR 21.00: Procurement of Commodities and Services (and 808 CMR 1.00: Compliance, Reporting and Auditing for Human and Social Services, if applicable) are incorporated by reference into this RFR. Words used in this RFR shall have the meanings defined in 801 CMR 21.00 (and 808 CMR 1.00, if applicable). Additional definitions may also be identified in this RFR. Other terms not defined elsewhere in this document may be defined in OSD’s Glossary of Terms. Unless otherwise specified in this RFR, all communications, responses, and documentation must be in English, all measurements must be provided in feet, inches, and pounds and all cost proposals or figures in U.S. currency. All responses must be submitted in accordance with the specific terms of this RFR. Items with the text, " Required for POS Only" specify a requirement for Purchase of Service (POS) human and social services procured under 801 CMR 21.00, Procurement of Commodities or Services, Including Human and Social Services and 808 CMR 1.00, Compliance, Reporting and Auditing for Human and Social Service. COMMBUYS Market Center. COMMBUYS is the official source of information for this Bid and is publicly accessible at no charge at www.commbuys.com. Information contained in this document and in COMMBUYS, including file attachments, and information contained in the related Bid Questions and Answers (Q&A), are all components of the Bid, as referenced in COMMBUYS, and are incorporated into the Bid and any resulting contract. Bidders are solely responsible for obtaining all information distributed for this Bid via COMMBUYS. Bid Q&A supports Bidder submission of written questions associated with a Bid and publication of official answers. It is each Bidder’s responsibility to check COMMBUYS for: Any amendments, addenda or modifications to this Bid, and Any Bid Q&A records related to this Bid. The Commonwealth accepts no responsibility and will provide no accommodation to Bidders who submit a Quote based on an out-of-date Bid or on information received from a source other than COMMBUYS. COMMBUYS Subscription. Bidders may elect to obtain a free COMMBUYS Seller subscription which provides value-added features, including automated email notification associated with postings and modifications to COMMBUYS records. However, in order to
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respond to a Bid, Bidders must register and maintain an active COMMBUYS Seller subscription account. All Bidders submitting a Quote (previously referred to as Response) in response to this Bid (previously referred to as Solicitation) agree that, if awarded a contract: (1) they will maintain an active seller account in COMMBUYS; (2) they will, when directed to do so by the procuring entity, activate and maintain a COMMBUYS-enabled catalog using Commonwealth Commodity Codes; (3) they will comply with all requests by the procuring entity to utilize COMMBUYS for the purposes of conducting all aspects of purchasing and invoicing with the Commonwealth, as added functionality for the COMMBUYS system is activated; (4) Bidder understands and acknowledges that all references to the CommPASS website or related requirements throughout this RFR, shall be superseded by comparable requirements pertaining to the COMMBUYS website; and (6) in the event the Commonwealth adopts an alternate market center system, successful Bidders will be required to utilize such system, as directed by the procuring entity. Commonwealth Commodity Codes are based on the United Nations Standard Products and Services Code (UNSPSC). The COMMBUYS system introduces new terminology, which bidders must be familiar with in order to conduct business with the Commonwealth. To view this terminology and to learn more about the COMMBUYS system, please visit the COMMBUYS Resource Center. Multiple Quotes. Bidders may not submit Multiple Quotes in response to a Bid unless the RFR authorizes them to do so. If a Bidder submits multiple quotes in response to an RFR that does not authorize multiple responses, only the latest dated quote submitted prior to the bid opening date will be evaluated. Quote Content. Bid specifications for delivery, shipping, billing and payment will prevail over any proposed Bidder terms entered as part of the Quote, unless otherwise specified in the Bid. Supplier Diversity Program (SDP). Massachusetts Executive Order 524 established a policy to promote the award of state contracts in a manner that develops and strengthens Minority and Women Business Enterprises (M/WBEs) that resulted in the Supplier Diversity Program in Public Contracting. M/WBEs are strongly encouraged to submit responses to this RFR, either as prime vendors, joint venture partners or other type of business partnerships. Similarly, Executive Order 546 established the Service-Disabled Veteran-Owned Business Enterprise (SDVOBE) Program to encourage the participation of businesses owned and controlled by service-disabled veterans in all areas of state procurement and contracting, thereby including them in the SDP. All bidders must follow the requirements set forth in the SDP section of the RFR, which will detail the specific requirements relating to the prime vendor’s inclusion of M/WBEs and/or SDVOBEs. Bidders are required to develop creative initiatives to help foster new business relationships with M/WBEs and/or SDVOBEs within the primary industries affected by this RFR. In order to satisfy the compliance of this section and encourage bidder’s participation of SDP objectives, the Supplier Diversity Program (SDP) Plan for large procurements greater than $150,000 will be evaluated at 10% or more of the total evaluation. Once an SDP commitment, expressed as a percentage of contract revenues, _________________________________________________________________________________________________ 8/26/2014 Page 35 of 46
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is approved, the agency will then monitor the contractor’s performance, and use actual expenditures with SDO certified M/WBE contractors and the Center for Veterans Enterprise certified SDVOBEs to fulfill their own SDP expenditure benchmarks. M/WBE and SDVOBE participation must be incorporated into and monitored for all types of procurements regardless of size; however, submission of an SDP Plan is mandated only for large procurements over $150,000. Unless otherwise specified in the RFR, the following SDP forms are required to be submitted by the deadlines noted below in order to meet the mandatory participation requirements of the SDP: SDP Plan Form #/Name SDP Plan Form #1 – SDP Plan Commitment SDP Plan Form #2 – Declaration of SDP Partners SDP Plan Form #3 – SDP Spending Report
Submitted By All Bidders Newly Contractors Contractors
When Submitted With Bid Response
Awarded Within 30 days of contract execution Within 45 days of the end of each quarter
Supplier Diversity Program (SDP) Resources: Resources available to assist Prime Bidders in finding potential Minority Business Enterprises (MBE) and Women Business Enterprises (WBE) partners can be found at: www.mass.gov/sdp Resources available to assist Prime Bidders in finding potential Service-Disabled Veteran-Owned Business Enterprise (SDVOBE) partners can be found on the Operational Services Division’s SDO webpage at: www.mass.gov/sdo The Operational Services Division’s Supplier Diversity Program offers training on the SDP Plan requirements. The dates of upcoming trainings can be found at: http://www.mass.gov/anf/budget-taxes-and-procurement/procurement-info-andres/osd-events-and-training/osd-training-and-outreach.html In addition, the SDP Webinar can be located on the SDP website at www.mass.gov/SDP. Supplier Diversity Program Subcontracting Policies. In addition to the Subcontracting Policies (See Subcontracting Policies section below and see Section 9, Subcontracting By Contractor, in the Commonwealth Terms and Conditions) that apply to all subcontracted services, agencies may define specific required deliverables for a contractor’s SDP Plan, including, but not limited to, documentation necessary to verify subcontractor commitments and expenditures with Minority- or Women-Owned Business Enterprises (M/WBEs) and Service-Disabled Veteran-Owned Business Enterprises (SDVOBE) for the purpose of monitoring and enforcing commitments made in a contractor’s Supplier Diversity Program (SDP) Plan. Agricultural Products Preference (only applicable if this is a procurement for Agricultural Products) - Chapter 123 of the Acts of 2006 directs the State Purchasing Agent to grant a preference to products of agriculture grown or produced using locally grown products. Such locally grown or produced products shall be purchased unless the price of the goods exceeds the price of products of agriculture from outside the Commonwealth by more than 10%. For purposes of this preference, products of agriculture are defined _________________________________________________________________________________________________ 8/26/2014 Page 36 of 46
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to include any agricultural, aquacultural, floricultural or horticultural commodities, the growing and harvesting of forest products, the raising of livestock, including horses, raising of domesticated animals, bees, fur-bearing animals and any forestry or lumbering operations. Best Value Selection and Negotiation. The Strategic Sourcing Team or SST (formerly referred to as Procurement Management Team or PMT) may select the response(s) which demonstrates the best value overall, including proposed alternatives that will achieve the procurement goals of the department. The SST and a selected bidder, or a contractor, may negotiate a change in any element of contract performance or cost identified in the original RFR or the selected bidder’s or contractor’s response which results in lower costs or a more cost effective or better value than was presented in the selected bidder’s or contractor’s original response. Bidder Communication. Bidders are prohibited from communicating directly with any employee of the procuring department or any member of the SST regarding this RFR except as specified in this RFR, and no other individual Commonwealth employee or representative is authorized to provide any information or respond to any question or inquiry concerning this RFR. Bidders may contact the contact person for this RFR in the event this RFR is incomplete or the bidder is having trouble obtaining any required attachments electronically through COMMBUYS. Contract Expansion. If additional funds become available during the contract duration period, the department reserves the right to increase the maximum obligation to some or all contracts executed as a result of this RFR or to execute contracts with contractors not funded in the initial selection process, subject to available funding, satisfactory contract performance and service or commodity need. Costs. Costs which are not specifically identified in the bidder’s response, and accepted by a department as part of a contract, will not be compensated under any contract awarded pursuant to this RFR. The Commonwealth will not be responsible for any costs or expenses incurred by bidders responding to this RFR. Debriefing. Required for POS Only. This is an optional specification for non-POS RFRs. Non-successful bidders may request a debriefing from the department that issued the RFR. Department debriefing procedures may be found in the RFR. Non-successful POS bidders aggrieved by the decision of a department must participate in a debriefing as a prerequisite to an administrative appeal. Debriefing/Appeals: Administrative Appeals to Departments. Required for POS Only. Not applicable to non-POS bidders. Non-successful bidders who participate in the debriefing process and remain aggrieved with the decision of the department may appeal that decision to the department head. Department appeal procedures may be found in the RFR. Debriefing/Appeals: Administrative Appeals to OSD. Required for POS Only. Not applicable to non-POS bidders. Non-successful bidders who participate in the department appeal process and remain aggrieved by the selection decision of the department may appeal the department decision to the Operational Services Division. The basis for an _________________________________________________________________________________________________ 8/26/2014 Page 37 of 46
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appeal to OSD is limited to the following grounds: 1. The competitive procurement conducted by the department failed to comply with applicable regulations and guidelines. These would be limited to the requirements of 801 CMR 21.00 or any successor regulations, the policies in the OSD Procurement Information Center, subsequent policies and procedures issued by OSD and the specifications of the RFR; or 2. There was a fundamental unfairness in the procurement process. The allegation of unfairness or bias is one that is easier to allege than prove, consequently, the burden of proof rests with the bidder to provide sufficient and specific evidence in support of its claim. OSD will presume that departments conducted a fair procurement absent documentation to the contrary. Requests for an appeal must be sent to the attention of the Operational Services Division, Legal, Policy and Compliance Office, Room 1017, One Ashburton Place, Boston, MA 02108 and be received within fourteen (14) calendar days of the postmark of the notice of the department head’s decision on appeal. Appeal requests must specify in sufficient detail the basis for the appeal. Sufficient detail requires a description of the published policy or procedure which was applied and forms the basis for the appeal and presentation of all information that supports the claim under paragraphs 1 or 2 above. OSD reserves the right to reject appeal requests based on grounds other than those stated above or those submitted without sufficient detail on the basis for the appeal. The decision of the Operational Services Division shall be rendered, in writing, setting forth the grounds for the decision within sixty (60) calendar days of receipt of the appeal request. Pending appeals to the Operational Services Division shall not prohibit the department from proceeding with executing contracts. Electronic Communication/Update of Bidder’s/Contractor’s Contact Information. It is the responsibility of the prospective bidder and awarded contractor to keep current on COMMBUYS the email address of the bidder’s contact person and prospective contract manager, if awarded a contract, and to monitor that email inbox for communications from the SST, including requests for clarification. The SST and the Commonwealth assume no responsibility if a prospective bidder’s/awarded contractor’s designated email address is not current, or if technical problems, including those with the prospective bidder’s/awarded contractor’s computer, network or internet service provider (ISP) cause email communications sent to/from the prospective bidder/awarded contractor and the SST to be lost or rejected by any means including email or spam filtering. Electronic Funds Transfer (EFT). All bidders responding to this RFR must agree to participate in the Commonwealth Electronic Funds Transfer (EFT) program for receiving payments, unless the bidder can provide compelling proof that it would be unduly burdensome. EFT is a benefit to both contractors and the Commonwealth because it ensures fast, safe and reliable payment directly to contractors and saves both parties the cost of processing checks. Contractors are able to track and verify payments made electronically through the Comptroller’s Vendor Web system. A link to the EFT application can be found on the OSD Forms page (www.mass.gov/osd). Additional information about EFT is available on the VendorWeb site (www.mass.gov/osc). Click on MASSfinance. Successful bidders, upon notification of contract award, will be required to enroll in EFT as _________________________________________________________________________________________________ 8/26/2014 Page 38 of 46
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a contract requirement by completing and submitting the Authorization for Electronic Funds Payment Form to this department for review, approval and forwarding to the Office of the Comptroller. If the bidder is already enrolled in the program, it may so indicate in its response. Because the Authorization for Electronic Funds Payment Form contains banking information, this form, and all information contained on this form, shall not be considered a public record and shall not be subject to public disclosure through a public records request. The requirement to use EFT may be waived by the SST on a case-by-case basis if participation in the program would be unduly burdensome on the bidder. If a bidder is claiming that this requirement is a hardship or unduly burdensome, the specific reason must be documented in its response. The SST will consider such requests on a case-bycase basis and communicate the findings with the bidder. Environmental Response Submission Compliance. In the event that paper submissions are required and in an effort to promote greater use of recycled and environmentally preferable products and minimize waste, all required paper responses that are submitted should comply with the following guidelines:
All copies should be printed double sided. All submittals and copies should be printed on recycled paper with a minimum postconsumer content of 30% or on tree-free paper (i.e. paper made from raw materials other than trees, such as kenaf). To document the use of such paper, a photocopy of the ream cover/wrapper should be included with the response. Unless absolutely necessary, all responses and copies should minimize or eliminate use of non-recyclable or non re-usable 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 which allows for easy removal and recycling of paper materials. Bidders are encouraged to use other products which contain recycled content in their response documents. Such products may include, but are not limited to, folders, binders, paper clips, diskettes, envelopes, boxes, etc. Where appropriate, bidders should note which products in their responses are made with recycled materials. Unnecessary samples, attachments or documents not specifically asked for should not be submitted.
Executive Order 509, Establishing Nutrition Standards for Food Purchased and Served by State Agencies. Food purchased and served by state agencies must be in compliance with Executive Order 509, issued in January 2009. Under this Executive Order, all contracts resulting from procurements posted after July 1, 2009 that involve the purchase and provision of food must comply with nutrition guidelines established by the Department of Public Health (DPH). The nutrition guidelines are available at the Department’s website: Executive Order # 509 Guidance. Filing Requirements. Required for POS Only. Not applicable to non-POS bidders. Successful bidders must have filed their Uniform Financial Statements and Independent Auditor's Report (UFR), as required for current contractors, with the Operational Services Division via the Internet using the UFR eFiling application for the most recently completed fiscal year before a contract can be executed and services may begin. Other contractor _________________________________________________________________________________________________ 8/26/2014 Page 39 of 46
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qualification/risk management reporting requirements and non-filing consequences promulgated by secretariats or departments pursuant to 808 CMR 1.04(3) may also apply. In the event immediate services are required by a department, a contract may be executed and services may begin with the approval of OSD and the appropriate secretariat. However, unless authorized by OSD and the appropriate secretariat, the contractor will not be paid for any such services rendered until the UFR has been filed. HIPAA: Business Associate Contractual Obligations. Bidders are notified that any department meeting the definition of a Covered Entity under the Health Insurance Portability and Accountability Act of 1996 (HIPAA) will include in the RFR and resulting contract sufficient language establishing the successful bidder’s contractual obligations, if any, that the department will require in order for the department to comply with HIPAA and the privacy and security regulations promulgated thereunder (45 CFR Parts 160, 162, and 164) (the Privacy and Security Rules). For example, if the department determines that the successful bidder is a business associate performing functions or activities involving protected health information, as such terms are used in the Privacy and Security Rules, then the department will include in the RFR and resulting contract a sufficient description of business associate’s contractual obligations regarding the privacy and security of the protected health information, as listed in 45 CFR 164.314 and 164.504 (e), including, but not limited to, the bidder's obligation to: implement administrative, physical, and technical safeguards that reasonably and appropriately protect the confidentiality, integrity, and availability of the protected health information (in whatever form it is maintained or used, including verbal communications); provide individuals access to their records; and strictly limit use and disclosure of the protected health information for only those purposes approved by the department. Further, the department reserves the right to add any requirement during the course of the contract that it determines it must include in the contract in order for the department to comply with the Privacy and Security Rules. Please see other sections of the RFR for any further HIPAA details, if applicable. Minimum Quote (Bid Response) Duration. Bidders Quotes made in response to this Bid must remain in effect for at least 90 days from the date of quote submission. Prompt Payment Discounts (PPD). All bidders responding to this procurement must agree to offer discounts through participation in the Commonwealth Prompt Payment Discount (PPD) initiative for receiving early and/or on-time payments, unless the bidder can provide compelling proof that it would be unduly burdensome. PPD benefits both contractors and the Commonwealth. Contractors benefit by increased, usable cash flow as a result of fast and efficient payments for commodities or services rendered. Participation in the Electronic Funds Transfer initiative further maximizes the benefits with payments directed to designated accounts, thus eliminating the impact of check clearance policies and traditional mail lead time or delays. The Commonwealth benefits because contractors reduce the cost of products and services through the applied discount. Payments that are processed electronically can be tracked and verified through the Comptroller’s Vendor Web system. The PPD form can be found as an attachment for this Bid on COMMBUYS. Bidders must submit agreeable terms for Prompt Payment Discount using the PPD form within their proposal, unless otherwise specified by the SST. The SST will review, negotiate or reject the offering as deemed in the best interest of the Commonwealth. _________________________________________________________________________________________________ 8/26/2014 Page 40 of 46
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The requirement to use PPD offerings may be waived by the SST on a case-by-case basis if participation in the program would be unduly burdensome on the bidder. If a bidder is claiming that this requirement is a hardship or unduly burdensome, the specific reason must be documented in or attached to the PPD form. Provider Data Management. Required for POS Only. Not applicable to non-POS bidders. The Executive Office of Health and Human Services (EOHHS) has established a Provider Data Management (PDM) business service that is integrated into the Virtual Gateway. PDM is accessible by providers with current POS contracts. Departments may require that bidders with current POS contracts submit certain RFR-required documents through PDM. These documents have been specified in the RFR. When submitting documents via PDM, bidders are required to print and sign a PDM Documentation Summary. PDM users should verify that all information is accurate and current in PDM. Bidders are required to include the signed PDM Documentation Summary in their RFR response. Public Records. All responses and information submitted in response to this RFR are subject to the Massachusetts Public Records Law, M.G.L., c. 66, s. 10, and to c. 4, s. 7, ss. 26. Any statements in submitted responses that are inconsistent with these statutes shall be disregarded. Reasonable Accommodation. Bidders with disabilities or hardships that seek reasonable accommodation, which may include the receipt of RFR information in an alternative format, must communicate such requests in writing to the contact person. Requests for accommodation will be addressed on a case by case basis. A bidder requesting accommodation must submit a written statement which describes the bidder’s disability and the requested accommodation to the contact person for the RFR. The SST reserves the right to reject unreasonable requests. Restriction on the Use of the Commonwealth Seal. Bidders and contractors are not allowed to display the Commonwealth of Massachusetts Seal in their bid package or subsequent marketing materials if they are awarded a contract because use of the coat of arms and the Great Seal of the Commonwealth for advertising or commercial purposes is prohibited by law. Subcontracting Policies. Prior approval of the department is required for any subcontracted service of the contract. Contractors are responsible for the satisfactory performance and adequate oversight of its subcontractors. Human and social service subcontractors are also required to meet the same state and federal financial and program reporting requirements and are held to the same reimbursable cost standards as contractors.
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6.
APPENDIX A – PRELIMINARY CONTRACT RACI
Area of Responsibility
Provision & Upgrade Infrastructure: Hardware/OS/Network/Security dedicated to Maximo Maximo Solution and Capacity Management Scale the Maximo solution to meet client usage and transaction Install, Update and Configure Maximo and all related middleware Database System Administration (SQL Server, Oracle) Database software installation and configuration Database backup and job scheduling Database Usage and Capacity Monitoring Adjust capacity to meet growth requirements Database performance monitoring & best practices Database tuning, log monitoring and performance tuning System tuning based on monitoring OS Patching based on Recommendations Database patching and upgrades J2EE Application Server Administration WebSphere application server software installation and configuration Configure clustering, schedule cron tasks and reporting as needed System tuning based on monitoring Application Server Patching and upgrade OS Patching based on Recommendations Maximo Problem Management Provide hardware, OS, network support Provide Maximo support and working with IBM(create PMR) to provide troubleshooting detail through to resolution Identify Maximo workaround until problem is resolved Test and approve of workaround in development and test environment Initiate change management if needed (i.e. Improvements) Approve changes control procedures Communicate outages to MassDOT Forward outage notification to Maximo user community Maintain full record of reported problems and resolutions Maximo System Administration Maintain Maximo user and security group membership Reset user passwords when locked out Setup and maintain Start Centers, Organization, Site Options Add/modify Maximo domains (value list) Maximo Spatial and ESRI Support
Hosting BIDDER
Maximo Support BIDDER
MassDOT
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Submit support questions Perform initial triage and determine that Maximo Spatial or ESRI domain is resolved. Maximo Functional and Training Call Help desk for Functional support Provide guidance on Maximo training that might be helpful to MassDOT user community Maximo Enhancements/Customizations Maximo customization using automation tools Custom report development Integration with client systems Analyze enhancement requests, gather additional details on requirements Validate enhancements requests with client change control board MassDOT change control board approves requests enhancements for scoping and pricing MassDOT change control board approves or rejects enhancement request, provides funding authorization for approval Schedule enhancement work with MassDOT, establish development and test plan timelines Develop, Test enhancements Initiate change management procedures for migration of enhancement to the production Approve changes where change control procedures are required Communicate any outages notification to MassDOT helpdesk Forward outage notifications to Maximo Users Install enhancements into production environments Validate enhancements are working as designed Test plan and test cases for maintenance, support and improvement Communication and Contract Management Coordination that cross boundaries between HOST and BIDDER Escalation of issues across HOST and BIDDER Level 1 Helpdesk Level 2 & Level 3 for Hardware, OS and non-MassDOT network issues Level 2 & Level 3 for Maximo Software
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7. APPENDIX B – ILLUSTRATIVE QUESTIONS / ANSWERS EVALUATION CRITERIA Listed below are illustrative questions to answers that MassDOT evaluation team will be looking for in the BIDDER’s responses.
7.1.1.1.1
Understanding of the Project
a. How well has the BIDDER described their maintenance and support approach and their understanding of MassDOT highway objectives for this contract? b. How well has the BIDDER demonstrated their understanding of what MassDOT highway expects them to provide and their willingness to work with our Hosting provider? c. How well the BIDDER describe and demonstrate (1) their approach to managing this contract including administrative and operational structures, (2) communication plan with all parties, (3) adequate support personnel, facilities and other resources to provide the services required and (4) outline the activities, time and effort needed to transition between the current PROVIDER and themselves once the contract is granted. d. How well has the BIDDER identified their distinct and substantive qualifications for undertaking the proposed contract? e. How well has the BIDDER described why they believe it would be in the MassDOT’s best interest to select their firm for this contract?
7.1.1.1.2
Methodology and Services
a. How comprehensive is the methodology and does it depict a logical approach to fulfilling the services required by MassDOT? a. Does the BIDDER provide all the services required? Have they been described in sufficient level of detail to demonstrate proficiency? b. Is the BIDDER providing additional services that may be more cost effective and beneficial to MassDOT? Have these services been justified from a benefits and cost perspective? c. Have they provided SLA?
7.1.1.1.3
Management Plan for the Contract
a. How well does the BIDDER outline a plan to manage the engagement and interact with MassDOT and the “HOST”? _________________________________________________________________________________________________ 8/26/2014 Page 44 of 46
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b. How clearly has accountability been defined? Have the BIDDER validated and/or enhanced Appendix A? c. Has the proposed operating model taken into consideration MassDOT helpdesk and MassDOT vendor manager? Is the proposed model clear and comprehensive? Has the vendor justified why they believe it would work and how they would make it work? d. How well does the plan illustrate the lines of authority and communication? Have they provided a graphic depiction in their proposal? e. How well does the proposal demonstrate adequate support personnel, facilities and other resources to provide the services required? f.
Does the BIDDER address the activities and tasks needed to transition from the current PROVIDER to them (one-time event service)? Does the transition plan have a suggested timeline? Their minimum requirements to make the transition happen and how do they plan to go about it?
g. How well does the proposal address their capabilities for providing additional services and/or services under an accelerated schedule?
7.1.1.1.4
Experience and Qualifications
a. Have they outlined a project team? What is their experience in managing similar types of engagements? b. How well has the firm demonstrated experience in completing similar projects? c. How successful is the general history of the firm regarding timely and successful completion of projects? d. Has the firm provided letters of reference from previous clients? e.
If a subcontractor will perform work on the contract, how well do they measure up to the evaluation used for the BIDDER?
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8.
APPENDIX C – LIST OF ATTACHEMENTS
Attachment A – Consultant Authorized Signatory Listing Form Attachment B – Business Reference Form Attachment C – Executive Order 504 Attachment D – SOW template Attachment E – Supplier Diversity Program Plan Form Attachment F – Additional Environmentally Preferable Products / Practices Attachment G – Prompt Pay Discount Form Attachment H – MassDOT's Standard Contract Form Attachment I – MassDOT Terms and Conditions Attachment J – Request for Taxpayer ID and Cert (Mass. Substitute W-9 form)
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