STATE OF ALABAMA FINANCE DEPARTMENT REQUEST FOR PROPOSALS FOR CUSTOMER SERVICE CONSULTING SERVICES June 3, 2014
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STATE OF ALABAMA REQUEST FOR PROPOSAL CUSTOMER SERVICE CONSULTING SERVICES
Table of Contents SECTION I – GENERAL INFORMATION .................................................................................. 4 I.1.
OBJECTIVE: ................................................................................................................ 4
I.2.
RESPONSE PREPARATION AND PROPOSAL FORMAT: ......................................... 4
I.3.
RESPONSE SUBMISSIONS ....................................................................................... 4
I.4.
INQUIRIES: ................................................................................................................. 4
I.5.
PROPOSAL AWARDS: ............................................................................................... 4
I.6.
CRITERIA FOR SELECTION:...................................................................................... 5
I.7.
ADDITIONAL INFORMATION AND COMMENTS:....................................................... 5
I.8.
ORAL PRESENTATIONS: ........................................................................................... 5
I.9
PROPRIETARY INFORMATION: ................................................................................ 5
I.10.
ADDENDUM TO RFP: ................................................................................................. 5
I.11.
STANDARD CONTRACT: ........................................................................................... 5
I.12
SECURITY/NON-DISCLOSURE STATEMENT: .......................................................... 5
I.13.
NON-APPROPRIATION OF FUNDS: .......................................................................... 6
I.14.
PRORATION: .............................................................................................................. 6
I.15
GENERAL TERMS AND CONDITIONS FOR THIS REQUEST FOR PROPOSALS: .. 6
SECTION II - VENDOR IDENTIFICATION AND INFORMATION............................................... 9 II.1.
COVER LETTER: ........................................................................................................ 9
II.2.
CONTACT INFORMATION: ......................................................................................... 9
II.3.
ORGANIZATION BACKGROUND: .............................................................................. 9
II.4.
FULL-TIME EMPLOYEES: .......................................................................................... 9
II.5.
MISSION/BUSINESS STATEMENT: ........................................................................... 9
II.6.
REFERENCES: ........................................................................................................... 9
II.7.
TIME REQUIRED: ....................................................................................................... 9
SECTION III – BACKGROUND INFORMATION .......................................................................10 III.1.
OVERVIEW: ...............................................................................................................10
SECTION IV – BUSINESS OUTCOMES SOUGHT ..................................................................12 Page 2 of 19
IV.1. CURRENT CONTEXT: ...............................................................................................12 IV.2. RATIONALE FOR CONSULTING SERVICES: ...........................................................12 IV.3. SUMMARY OF OUTCOMES SOUGHT: .....................................................................12 IV.4. DELIVERABLES SOUGHT: ........................................................................................13 SECTION V – PROPOSAL GUIDANCE....................................................................................15 V.1.
ENGAGEMENT MANAGEMENT: ..............................................................................15
V.2.
MILESTONES AND DELIVERY EXPECTATIONS: ....................................................15
V.3.
ENGAGEMENT PLANNING: ....................................................................................15
V.3.2 ......................................................................................................................................15 V.3.3 ......................................................................................................................................15 V.4. ENGAGEMENT RISK: As part of their proposal, responders will develop a risk analysis for their proposal and a strategy for mitigating those risks. ......................................16 V.5. PERFORMANCE AND COMPENSATION: As part of their proposal, responders will develop a performance based fixed fee compensation plan that is based upon the outcomes delivered and describes payment for the proposed fixed cost. ...............................................16 V.6. ROLES AND RESPONSIBILITIES: As part of their proposal, responders will clarify the roles and responsibilities believed to be appropriate for this engagement........................16 SECTION VI – INSTRUCTIONS: ..............................................................................................17 VI.1.
QUESTIONS AND CLARIFICATIONS .......................................................................17
VI.2.
RESPONSE FORMAT: ..............................................................................................17
SECTION VII - EVALUATION OF PROPOSALS AND AWARD ................................................19 VII.1.
PROCEDURE .........................................................................................................19
VII.2.
PROPOSAL EVALUATION: ....................................................................................19
VII.3.
RIGHT TO REJECT: ...............................................................................................19
VII.4.
RECISION OF DECISION: ......................................................................................19
VII.5.
FALSE OR MISLEADING STATEMENTS: ..............................................................19
VII.6.
COMPLETENESS OF PROPOSAL:........................................................................19
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SECTION I – GENERAL INFORMATION I.1.
OBJECTIVE: The objective of this Request for Proposal (RFP) is to provide sufficient information to interested Vendors to support their preparation and submission of Proposals for consideration by the Alabama Department of Finance (DOF), hereafter referred to as the STATE, to perform customer satisfaction research, to provide analysis of the findings, and to make recommendations for customer service and customer satisfaction remediation, regarding the services provided by its Information Services Division (ISD) to customer agencies throughout Alabama state government.. I.2.
RESPONSE PREPARATION AND PROPOSAL FORMAT: The Proposal must be in the same format and sequence as presented in this RFP. The Proposal must include: (a) a statement of compliance with the mandatory requirements, (b) complete service and product information, including technical and descriptive literature, and (c) any other requirements set forth within this RFP. Information submitted shall be sufficiently detailed to substantiate that the services and products offered meet or exceed the requirements. The requirements stated herein are considered mandatory unless otherwise stated. The information submitted by the Vendor will be used for a technical and cost evaluation. The STATE may use any other information submitted with the Proposal for evaluation purposes. I.3.
RESPONSE SUBMISSIONS: The Vendor must submit a signed and notarized printed copy of their Proposal Response and a soft copy on a properly labeled CD or flash drive in Microsoft Word 2010 or higher with no less than 10-point font. ALL PROPOSAL AND PRICING DATA must be clearly and completely presented. The STATE is not liable for any cost incurred by a Vendor responding to this RFP. Responses must be submitted to Alabama Finance Department, Information Services Division by 5:00 p.m. Central Time on Tuesday, June 24, 2014. Late responses will be disqualified. Return Proposals: By U.S. Mail To:
By Courier To:
State of Alabama Department of Finance Information Services Division PO Box 302626 Montgomery, AL 36130-2626
State of Alabama Department of Finance - ISD Folsom Administrative Building 64 North Union Street, Suite 200 Montgomery, Alabama
SPECIAL INSTRUCTIONS - Mark on the Face of the Package, lower left corner: RFP# ISD 01-2014 06/24/2014
I.4.
INQUIRIES: Any questions about the RFP must be submitted in writing to: Mr. Art Bess
[email protected]
I.5.
PROPOSAL AWARDS: The State intends to issue a single contract but reserves the right to issue either multiple separate contracts based on each service described in this RFP or a single contract. The contract(s) resulting from this solicitation shall be a fixed cost that
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includes all costs, including travel and per diem, necessary to complete the phases described in paragraph V.3.
I.6.
CRITERIA FOR SELECTION: Selection will be based on all factors listed below and others implicit within this RFP. The presentation sequence of the criteria below does not indicate their precedence. (1) Requirements. Proposal must meet all requirements. (2) Qualification. This criterion includes an evaluation of: (A) Vendor’s past relevant experience (B) Ability of the Vendor to perform the terms of the RFP (C) Quality and relevancy of the services and products proposed (3) Support. This criterion includes an evaluation of any and all support proposed by the Vendor. (4) Cost. The STATE awards contracts to the responsible Vendor responding to the RFP that in the STATE’s opinion best meets the requirements of this RFP and provides the best overall value to the State.
I.7.
ADDITIONAL INFORMATION AND COMMENTS: The Proposal should include any additional information that is believed to be pertinent but not explicitly requested in this RFP. ORAL PRESENTATIONS: At the STATE’s discretion, oral presentations may be conducted if necessary to properly document compliance with the requirements of this RFP. The STATE will not be liable for any costs associated with the presentations. I.8.
I.9
PROPRIETARY INFORMATION: Proprietary information submitted in response to this RFP will be handled in accordance with applicable STATE procurement regulations and laws. I.10.
ADDENDUM TO RFP AND ANSWERS TO QUESTIONS: Any changes or
modifications to this RFP will be issued by the Department of Finance, Information Services Division, and published to its Professional Services Contracts website:http://isd.alabama.gov/planning/documents/RFP/ConsultingSvs/Answers.pdf. An e-mail notification of any addendums or questions and answers will be sent to the primary contact information provided by the Vendor in their Notice of Intent to Submit a Proposal.
I.11.
STANDARD CONTRACT: The STATE reserves the right to incorporate standard STATE contractual provisions into any contract executed as a result of any Proposal submitted in response to this RFP. Appropriate STATE contract laws, terms, and conditions will apply. The contract will be subject to the laws of the STATE and to review by legal counsel of the Department of Finance as to legality of form and compliance with STATE laws and the terms and conditions of this RFP. Any contract resulting from this RFP will also be subject to review by the Alabama Legislative Contract Review Committee, Examiners of Public Accounts, and the Office of the Governor. The RFP and Vendor’s response will become part of any contractual agreement. I.12
SECURITY/NON-DISCLOSURE STATEMENT: The successful Vendor must ensure that all personnel involved with any project shall be advised, and acknowledge in writing,
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of the confidential nature of the information contained in the STATE files, the safeguards required, and the criminal and civil sanctions for non-compliance in federal and state statutes.
I.13.
NON-APPROPRIATION OF FUNDS: Continuation of any contract between the STATE and a Vendor beyond a fiscal year is contingent upon continued legislative appropriation of funds for the purpose of this RFP and any resulting contract. Non-availability of funds at any time shall cause any contract to become void and unenforceable, and no liquidated damages shall accrue to the STATE as a result. The STATE will not incur liability beyond the payment of any accrued contract charges. I.14.
PRORATION: Any provision of a contract resulting from this RFP to the contrary notwithstanding, in the event of failure of the STATE to make payment hereunder as a result of partial unavailability, at the time such payment is due, of such sufficient revenues of the STATE to make such payment (proration of appropriated funds for the STATE having been declared by the Governor pursuant to Section 41-4-90 of the Code of Alabama 1975), the Vendor shall have the option, in addition to the other remedies of the contract, of renegotiating the contract (extending or changing payment terms or amounts) or of terminating the contract. I.15.
GENERAL TERMS AND CONDITIONS FOR THIS REQUEST FOR PROPOSALS: All proposals are subject to these Terms and Conditions.
I.15.1. Prohibited contacts; Inquiries regarding this RFP: From the Release Date of this RFP until a contract is awarded, parties that intend to submit, or have submitted, a Proposal are prohibited from communicating with any member of the Issuer or employees of the Alabama Department of Finance, or members of the Team for this transaction who may be identified herein or subsequent to the Release Date, regarding this RFP or the underlying transaction except to submit questions in the manner specified to the following person: Art Bess e-mail address:
[email protected] Only Verbal inquiries related to the RFP process will be accepted. Questions on other subjects, information and clarification, that are not limited to the RFP process must be made in writing and submitted via e-mail, sufficiently in advance of the deadline for delivery of Proposals to provide Issuer time to develop an answer to the question. A question received less than two full business days prior to the deadline may not be acknowledged. Questions and answers will be published.
I.15.2. Nonresponsive proposals: A Proposal that does not satisfy requirements of the RFP may be deemed non-responsive in its material aspects and may be disregarded without evaluation. The Issuer may seek clarification or supplemental information from any Proposer.
I.15.3. Changes to the RFP; Changes to the schedule: The Issuer reserves the right to change or interpret the RFP prior to the Proposal Due Date. Changes will be communicated to those parties receiving the RFP who have not informed the Issuer’s contact that a Proposal will not be submitted. Changes to the deadline or other scheduled events may be made by the Issuer as it deems to be in its best interest.
I.15.4. Dispute Resolution: The sole venue for resolution of any dispute arising out of or related to this RFP or any Agreement arising there from that is for the payment of money by the Page 6 of 19
State shall be with the State Board of Adjustment of the State of Alabama. Other disputes shall be resolved by negotiation between the representatives of the parties who have the authority to bind the parties to a settlement agreement. Should a final resolution of the dispute not be reached by negotiation, the dispute shall be submitted to non-binding mediation, utilizing a mediator from the roster of mediators maintained by the Alabama Center For Dispute Resolution. The State’s agreement to mediate is not to be construed as a waiver of the State’s immunity from suit as provided by Section 14 of the Official Recompilation of the Constitution of Alabama of 1901, as amended, or by state or federal law.
I.15.5. Rejection of proposals: The Issuer reserves the right to reject any and all proposals and cancel this Request if, in the exercise its sole discretion, it deems such action to be in its best interest.
I.15.6. Expenses of proposal: Issuer will not compensate a Proposer for any expenses incurred in the preparation of a Proposal.
I.15.7. Disclosure statement: A Proposal must include one original Disclosure Statement as required by §41-16-82, et seq., Code of Alabama 1975. Copies of the Disclosure Statement, and information, may be downloaded from the State of Alabama Attorney General’s web site at http://ago.alabama.gov/Page-Vendor-Disclosure-Statement-Information-and-Instructions.
I.15.8. Legislative contract review: Personal and professional services contracts with the State may be subject to review by the Contract Review Permanent Legislative Oversight Committee in accordance with Section 29-2-40, et seq., Code of Alabama 1975. The vendor is required to be knowledgeable of the provisions of that statute and the rules of the committee. These rules can be found at http://www.legislature.state.al.us/joint_committees/contract_review.html. If a contract resulting from this RFP is to be submitted for review you must provide the required forms and documentation required for that process.
I.15.9. The final terms of the engagement: Issuance of this Request For Proposals in no way constitutes a commitment by the Issuer to award a contract. The final terms of engagement for the service provider will be set out in a contract which will be effective upon its acceptance by the Issuer as evidenced by the signature thereon of its authorized representative. Provisions of this Request For Proposals and the accepted Proposal may be incorporated into the terms of the engagement should the Issuer so dictate. Notice is hereby given that there are certain terms standard to commercial contracts in private sector use which the State is prevented by law or policy from accepting, including indemnification and holding harmless a party to a contract or third parties, consent to choice of law and venue other than the State of Alabama, methods of dispute resolution other than negotiation and mediation, waivers of subrogation and other rights against third parties, agreement to pay attorney’s fees and expenses of litigation, and some provisions limiting damages payable by a vendor, including those limiting damages to the cost of goods or services. A contract will include provisions giving the State the option to terminate the contract in the event funds are not appropriated from which its financial obligations can be paid or appropriations for a current contract year are prorated or otherwise reduced. If a vendor has a standard form contract, terms that it requires to be Page 7 of 19
included in its contracts , or a contract it has used for services of the type solicited by this RFP, those documents, without the materials terms, such as pricing, are to be included with the Proposal.
I.15.10. BEASON-HAMMON ACT compliance: To expedite approval of a resulting contract, the following conditions will apply to this transaction for compliance with Section 31-13-9(b) and (k), Code of Alabama, 1975, as amended: (a) E-VERIFY ENROLLMENT. Contractor that is a “business entity” or “employer” as defined in Section 31-13-3(2) and (5), Code of Alabama, 1975, as amended, will enroll in the E-Verify Program administered by the United States Department of Homeland Security, will provide a copy of its Memorandum of Agreement with that program and will use that program for the duration of this contract. (b) CONTRACT PROVISION. As mandated by Section 31-13-9(k), Code of Alabama, 1975 as amended, a contract resulting from this RFP will include the following provision: By signing this contract, the contracting parties affirm, for the duration of the agreement, that they will not violate federal immigration law or knowingly employ, hire for employment, or continue to employ an unauthorized alien within the State of Alabama. Furthermore, a contracting party found to be in violation of this provision shall be deemed in breach of the agreement and shall be responsible for all damages resulting there from.
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SECTION II - VENDOR IDENTIFICATION AND INFORMATION II.1.
COVER LETTER: The Vendor must provide a signed letter of transmittal briefly
stating the Vendor’s understanding of the work to be done, and stating why the organization is believed to be qualified to perform the services. No mention of cost is to be contained in the cover letter. Further, the cover letter must indicate that the Proposal is good for a minimum of 90 days and acknowledge any addenda to the RFP. This letter must be signed by a responsible party of the Vendor’s organization.
II.2.
CONTACT INFORMATION: The Vendor must specify the name, title, office address, brief resume & business telephone number of those individuals responsible for the performance under the anticipated contract resulting from this RFP, including those individuals with primary day–to–day responsibility for the services contemplated herein, and specifying their relevant industry experience and base location. II.3.
ORGANIZATION BACKGROUND: The Vendor must provide a brief, general background description of the organization, including: its full company or corporate name, address of the headquarters office and the office to serve the STATE, how the business is organized (proprietorship, partnership, corporation, L.L.C.), parent or subsidiary corporations, the name, office address, and business telephone numbers of the principal officers of the organization, the year in which the Vendor was first organized to do business, the percentages and types of other services that Vendor provides, and the organization’s experience in providing benchmark and measurement services. II.4.
FULL-TIME EMPLOYEES: The Vendor must specify the number of remote and local,
full-time employees dedicated to performing the services covered under this contract.
II.5.
MISSION/BUSINESS STATEMENT: The Vendor must provide a copy of their organization’s mission or business statement and customer service philosophy. II.6.
REFERENCES: The Vendor must provide a list of references for which your organization has provided services, which are the same or substantially similar to those specified herein for a comparably sized organization, within the past five years. II.7.
TIME REQUIRED: The Vendor must provide their best estimate, based upon usual and customary experience, that the firm, should it be selected as the successful Vendor, anticipates will be required to conduct legal review and contract negotiations.
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SECTION III – BACKGROUND INFORMATION III.1.
OVERVIEW:
III.1.1 STATE IT ORGANIZATION: Prior to 1973 each agency was responsible for its own information technology (IT) and data processing. In 1973, based largely on a recommendation of an independent private sector study group, legislation was passed to create the Data Systems Management Division (DSMD) of the Department of Finance. The objective was to fully consolidate the IT functions within state government. The only computing platform available was the mainframe, and mainframe data centers were operated by more than a dozen state agencies. Prior to the passage of the DSMD statue, there was no authority for a central IT function in state government. Therefore, the focus of the consolidation was on mainframe hardware and data centers, and the people necessary to operate those mainframes and the applications that were being operated or developed on them. As decades passed, the State of Alabama information technology resources became highly decentralized. There are currently over 20 data centers. At least four agencies operate their own mainframes. Most agencies house their own servers (estimated at approximately 3,000 servers.) The larger agencies have significant IT staffs and many smaller agencies have their own IT staffs. The State employs more than 1,100 merit staff with IT classifications, and additionally employ a substantial number of IT contractors. In 1990, the legislature passed a law creating the Telecommunications Division within the Finance Department. The Telecommunication Division manages, plans and coordinates most telecommunications systems under the jurisdiction of the state, including a capitol complex phone system and wide area network service. Telecommunications Division does not manage the local LAN and phone systems (key systems and PBXs) located in the approximately 1,400 state agency office locations outside of the capitol complex. In 2013, the legislature passed a law creating the Office of the Secretary of Information Technology which moved to the newly created office the original DSMD responsibilities to set policy and maintain a master plan for the state’s data processing activities. The Finance Department, Information Services Division (ISD) currently makes available IT infrastructure services to all state agencies. The 20 largest agencies make up over 75% IT spending on ISD infrastructure services. There are about 135 agencies that require ISD infrastructure services, many of which have no IT staff of their own. III.1.2. ISD ORGANIZATION: In 1997 the Finance Director, with the approval of the Governor, consolidated DSMD and the Telecommunications Division into the Information Services Division. This consolidation was implemented to formulate an organizational structure to eliminate duplication and consolidate technical functions to improve service. ISD, as did both of the Divisions from which it was
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created, operates from a revolving fund. As a result, ISD charges are designed to recoup costs while ISD provides agencies with reliable IT services at reasonable expense. In 2010, the Information Services Division was organized into the following subgroups: Network and Operations, Mainframe Server Administration, Applications Development and Support, Customer Service, Resource Management, and IT Planning, Standards, and Compliance. Today, the Information Services Division (ISD) provides enterprise services to all levels of state government that enable improved communications and interoperability in a way that is affordable and available. ISD is self-funded via a revolving fund where ISD bills state agencies for the services provided and state agencies pay the Finance Department. Services provided include mainframe and server, LAN/WAN network, state capitol complex and statewide network access, application (mainframe, client server, and web-based) development and support, data storage area network (SAN) and backup, campus and statewide telephony, email, desktop support, training, copy center, and IT procurement. A single point of contact for all ISD services is provided by its customer service center. Within Customer Services is a 3 person team of Customer Relationship Managers (CRM). Each CRM is assigned agencies and is responsible to ensure that ISD is in tune with state agencies and ready to respond to their needs. A complete list of the products and services offered by ISD to state agency customers can be accessed at the following website: http://isd.alabama.gov/services/services.aspx
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SECTION IV – BUSINESS OUTCOMES SOUGHT IV.1. CURRENT CONTEXT: It is the intent of ISD to provide information technology infrastructure for state agencies such that they are competitively priced, reliable, and ISD is able to generate adequate revenue to cover its expenses while meeting the requirements of Federal O.M.B.’s Circular A-087. This model worked effectively for years, particularly when computing power was offered on one platform, the IBM mainframe. Today, there is a great variety of hardware platforms and software operating systems and applications available to the marketplace. Agencies find technology solutions unique to their situation that fits their budget. However, these solutions may not interface with existing infrastructure, take advantage of available solutions that utilize and promote economies of scale, or be as feature rich as what the current infrastructure offers. Whether valid or not, some agencies feel that control, flexibility, the ability to utilize state of the art technologies, and opportunities to minimize their own cost is lost when relying on ISD provided infrastructure. As a result, if a technology is not available or there is a temporary loss of service, customer agency dissatisfaction grows whether or not ISD has control over the cause of service lost. It is ISD’s intent to use the recommendations resulting from this RFP to remediate ISD shortcomings in order to resolve customer agency dissatisfaction with the ISD provided services as well as to strengthen the overall customer service culture of the organization.
IV.2. RATIONALE FOR CONSULTING SERVICES: ISD is a pivotal player in the transformation of State operations, as well as for the State itself. As such, ISD seeks to ensure the satisfaction of its state customer agencies. ISD requires assistance in identifying dissatisfied customer agencies, the nature and cause of their dissatisfaction, and the remediation required to improve customer agency satisfaction. To this end, the State intends to engage consulting services to survey, review, assess, evaluate and make recommendations that ISD can take to improve the satisfaction of ISD customer agencies.
IV.3. SUMMARY OF OUTCOMES SOUGHT: RFP responder will propose measures for all outcomes. IV.3.1 Improve overall customer agency satisfaction with ISD services: Customer agency satisfaction indicates a positive agency perception and opinion of ISD provided Infrastructure services and agency support. Services are provided in a timely, reliable, organized, and economical manner. Additionally, ISD keeps customer agencies informed and ISD internal communication enables a cohesive presence. IV.3.2 Improve overall communication: Communication includes communication from ISD to the customer agency, from the customer agency to ISD, and communication that occurs within ISD. IV.3.3 Improve metrics and measures for performance: Metrics and measures refer to units and counts utilized to benchmark current and compare future ISD customer agency service reputation and ISD provided infrastructure service performance. IV.3.4 Improve financial management: Page 12 of 19
Financial management includes ISD employee awareness of ISD costs, commitment to economy, and alertness to the customer expenditures required to receive ISD services. IV.3.5 A successful, sustainable, and appropriate model to improve customer satisfaction: The model may address legislation, governance, ISD organization, policies, procedures, employee training and compensation, scope of services, staffing, internal and external communications, and other related topics with emphasis on customer satisfaction. IV.3.6 Implement best-practices for providing internal services: Identify and evaluate state government best practices such that they may be applied to install and execute the ISD model for improved customer agency satisfaction
IV.4. DELIVERABLES SOUGHT: IV.4.1 Evaluation of the depth and breadth of ISD customer agency satisfaction and dissatisfaction with ISD provided Information technology infrastructure and services: Report findings of customer agency interviews, accomplished by interviewing the 15 ISD customer agencies with the largest IT spend. Interviews will be coordinated by ISD project coordinator. Agency personnel to be interviewed are the Agency Department Head, Agency IT Director, and Agency Non-IT Senior manager. IV.4.2 Evaluation of what is needed to increase customer agencies’ satisfaction and reduce customer agencies’ dissatisfaction with ISD provided information technology infrastructure and services: Report assessment of the results obtained from the interviews regarding customer agency satisfaction and dissatisfaction with ISD provided information technology infrastructure and services. IV.4.3 Identification of opportunities available for ISD to improve customer agencies’ satisfaction and reduce customer agency dissatisfaction with ISD provided information technology infrastructure and services: Identify and report opportunities for ISD to remediate customer agencies’ satisfaction and dissatisfaction with ISD provided information technology infrastructure and services. IV.4.4 Maturity and Gap Analysis for ISD customer agency satisfaction and dissatisfaction with ISD provided information technology infrastructure and services: Report current customer agency satisfaction and dissatisfaction with ISD provided information technology infrastructure and services. Describe what that ISD service performance must become to remediate customer agency satisfaction and dissatisfaction. IV.4.5 Recommendations for information technology infrastructure and services model alternatives to improve satisfaction and reduce dissatisfaction of customer agencies with ISD provided information technology infrastructure and services: Report recommended changes to remediate customer agency satisfaction and dissatisfaction, which may include organization, policy, procedure, employee training, scope of services, staffing, internal and external communications, service level agreement and document templates, and other related topics.
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IV.4.6 Road Map to Implementation of the recommended model alternatives to improve satisfaction and reduce dissatisfaction of customer agencies with ISD provided information technology infrastructure and services: A complete remediation plan describing how recommended alternatives to the current ISD model should be implemented to remediate customer agency satisfaction and dissatisfaction with ISD provided information technology infrastructure and services. IV.4.7 Final Report and Executive Presentation: A complete oral presentation and printed report describing in detail the required deliverables and enables discussion for points of clarification.
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SECTION V – PROPOSAL GUIDANCE: V.1.
ENGAGEMENT MANAGEMENT: Once a vendor has been selected, ISD will assign a project coordinator to introduce the project participants to the agencies, schedule interview appointments, and track project progress. The project coordinator will be the vendor’s primary point of contact. V.2.
MILESTONES AND DELIVERY EXPECTATIONS: The awarded vendor will have
an approximate begin date of August 14, 2014. The final report and Executive Presentation must be available by December 14, 2014. As part of their proposal, responders will describe an approach, milestones and time frame that is compatible with the begin date, engagement guidelines and final report date.
V.3.
ENGAGEMENT PLANNING: As part of their proposal, responders will develop an
engagement plan approximating the following engagement guideline. As part of the response evaluation, the responder may be contacted to review their plan, ask questions and possibly refine their plan. State’s engagement team:
Multi-executive Committee, Project Manager, Assistant Director, IT Specialist and others as needed
Agencies to interview:
Approximately 20 Agencies - Agency Director - IT Director or other ISD service purchasers
V.3.1
Phase I -
V.3.2
Phase II -
V.3.3
Phase III -
Project Preparation and Setup Build questionnaire Survey best practices Build project plan Situational Analysis Interview all constituents Catalog results Compile and analyze data Build as-is model Design Perform gap analysis Build transition plan Establish specification for Director position Establish workforce plan Implementation recommendations Final report to Director of Finance
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V.4.
ENGAGEMENT RISK: As part of their proposal, responders will develop a risk
analysis for their proposal and a strategy for mitigating those risks.
V.5.
PERFORMANCE AND COMPENSATION: As part of their proposal, responders will develop a performance based fixed fee compensation plan that is based upon the outcomes delivered and describes payment for the proposed fixed cost. V.6.
ROLES AND RESPONSIBILITIES: As part of their proposal, responders will clarify the roles and responsibilities believed to be appropriate for this engagement.
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SECTION VI – INSTRUCTIONS: VI.1.
QUESTIONS AND CLARIFICATIONS: Any questions or requested clarifications must be emailed to: Mr. Art Bess
[email protected]
VI.2.
RESPONSE FORMAT:
Proposal format should follow specifications below and proposal should not exceed 100 pages. VI.2.1. Cover letter: The cover letter must be signed by a vendor representative who is authorized to bind the proposal. VI.2.2. Contact Information: The cover letter must be signed by a vendor representative who is authorized to bind the proposal. VI.2.3. Corporate profile: Profile should include a brief history of the vendor, a description of its organization, the services offered, its specialties and recent experience. VI.2.4. Engagement proposal: The proposal must describe how the vendor will address the benefits sought and the specified deliverables. VI.2.5. Approach: Describe how the business outcomes sought will be addressed. Methods may be proposed. However methods must be illustrated in great detail how the methods, deliverables, work products and so on will produce the desired business outcome. VI.2.6. Methodology: Describe the methodology and frameworks to be used during this engagement. Specify if they are industry standard or in-house to the consultant. VI.2.7. Engagement planning: Describe in detail the engagement plan that will be used to produce the desired business outcome. VI.2.8. Work breakdown: Describe in detail the tasks involved in providing the outcomes and deliverables sought. VI.2.9. Cost: List the time and cost required for each task or phase of the proposal. VI.2.10. Assumptions: Include any assumptions that have been made in preparing this proposal, including how much time or support is required from ISD and its customer agencies to support this effort. VI.2.11.
Terms and Conditions: Page 17 of 19
Describe the terms and conditions of the proposal. A fixed price is required. VI.2.12. Additional services: Describe any additional services believed to be appropriate to this proposal, including their associated costs. VI.2.13. References: Provide a minimum of three references for which the vendor has provided services. It is preferred that the work done for references includes Information Technology shared service customer satisfaction and dissatisfaction surveys with interviews, analysis, and recommendations for remediation conducted in states or other governmental entities of similar size and structure. Provide the reference's name, title, email address, phone number, and price or duration of the contract. VI.2.14. Resumes: Provide one to two pages for each person proposed. List which of the referenced accounts that the person supported. Also, indicated if the person is guaranteed for this engagement, or if it's a "representative resume."
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SECTION VII - EVALUATION OF PROPOSALS AND AWARD VII.1. PROCEDURE: After receipt of the Proposals, the STATE will evaluate the RFP’s to determine those Vendors who are qualified and will then further determine which, in its sole judgment, is the best overall Proposal.
VII.2. PROPOSAL EVALUATION: The criteria that may be used to determine the successful Vendor include, but are not limited to, the following (not in any order of priority): Evidence provided by the Vendor of its capability to provide the services as required; Bidding firm’s relevant experience and knowledge of the STATE’s proposed requirements; Vendor’s proposed fee structure; Compliance of Proposal response with STATE’S RFP; and, Business reference checks feedback from comparable firms.
VII.3.
RIGHT TO REJECT: The STATE reserves the right to reject any or all Proposals, or
any part thereof, if such action is deemed to be in the best interest of the STATE.
VII.4.
RECISION OF DECISION: Should an decision to contract be made by the STATE, and prior to execution of a contract, subsequent information indicates that such award is not in the best interests of the STATE, or the parties are unable to come to agreement on contract terms, the STATE reserves the right to rescind said decision and either decide to contract with another Vendor candidate or reject all proposals. VII.5. FALSE OR MISLEADING STATEMENTS: Proposals which contain false or misleading statements, or which provide references which do not support an attribute or condition claimed by the Vendor, may, at STATE’s sole discretion, be rejected.
VII.6. COMPLETENESS OF PROPOSAL: A Proposal may be rejected if it is conditional or incomplete, or if it contains any alterations of form or other irregularities of any kind. A Proposal shall be rejected if any such conditions, incompleteness, alterations, or irregularities constitute a material deviation from the RFP requirements.
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