2.rfp contact - mission.sfgov.orgmission.sfgov.org/oca_bid_attachments/fa28387.docx · web...

RFP ATTACHMENT V: PROPOSAL TEMPLATE

REQUEST FOR PROPOSALSAutomated Client Supervision Management System

RFP# APD2013-02CONTACT: [email protected]

Before getting started, please ensure your proposal meets the Minimum Qualifications so that it will be evaluated. Proposals received under this RFP that fail to address each of the requested items in this Attachment V, Proposal Template in sufficient and complete detail to substantiate that the Proposer has met the City’s Minimum Qualifications, will be deemed non-responsive and will not be considered. Note that responses of “To be provided upon request” or “To be determined” or the like, or that do not otherwise provide the information requested (e.g. left blank) are not acceptable.

Instructions are provided in blue and may be deleted. Please complete your proposal in the template provided, using as much space as needed. Indicate clearly where separate documents are provided. In order to receive the maximum amount of points, please be sure to follow this format and thoroughly (but concisely) address each section.

A. Executive Summary

1. Proposer Information and Partner(s)

Proposer’s Firm Name

Proposer’s Firm Address (Principal Place of Business)

Location of Proposer’s Lead Office to Perform Services under this RFP

Proposer’s Website Address

Proposer’s City Vendor ID

Note: Possession of this number serves as partial verification that the Proposer has completed the City’s administrative requirements (see Attachment III, Section A for more details).

Proposer’s Partner(s) Name(s), if applicable

RFP#APD2013-02 Attachment V – of 18

Note that all documents under this RFP process are subject to public disclosure. Please redact confidential or proprietary information, as appropriate.


2. RFP ContactIdentify the person that will serve as your RFP contact. This contact will receive e-mail notifications regarding the RFP process.

Name

Title

Email

Phone

3. How did you find out about this RFP Opportunity?

Insert response here.

B. Minimum QualificationsAny proposal that does not demonstrate that the Proposer meets these Minimum Qualifications by the proposal deadline will be issued a notice of non-responsiveness and will not be evaluated or eligible for contract award under this RFP. The following constitutes the Minimum Qualifications:

1. Proposer Certification

The Proposer certifies that:

A. RFP ATTACHMENTS :It has completed the requirements and submitted the forms described in RFP Attachments I, II, III, IV, and V as part of its RFP proposal, as applicable. Yes

B. EXPERIENCE :It has submitted two Prior Project Descriptions in accordance with this RFP Attachment V, Section B and demonstrated in those descriptions that the Proposer has met each and all of the following experience requirements:

Experience with scope of Program described in this RFP with comparable clients : Experience establishing and maintaining automated client supervision management systems with at least two government agencies (other than the City and County of San Francisco) with similar caseloads as APD. Yes

Experience is current : Both Prior Project experiences occurred within five (5) years of the date of this RFP Yes

Experience of Key Personnel : The proposed Project Manager (or other title for the role directly responsible for serving as the APD point of contact managing project resources, budget, timeline, deliverables and completion), as verified in the



Proposer’s Program Staffing Structure and/or Program Staff Qualifications, is the same Project Manager or client point of contact on at least one of the Proposer's two submitted Prior Project Descriptions. Yes

2. Prior Project Descriptions Using the following template, Proposers must submit Prior Project Descriptions in accordance with the Minimum Qualifications stated above in Section B. Proposers submitting more than two Prior Project Descriptions are advised that the City will only review the first two Prior Project Descriptions to determine whether the Proposer has met the RFP Minimum Qualifications.

Contacts for each project are required, and may serve as references for the Proposer. The City will not inform Proposers when references will be contacted. The Proposer should ensure that client contact information listed in the proposal is up-to-date and should notify references that the City may be contacting them. See RFP Attachment I, Section 14.

Failure to provide the information as requested will result in rejection of your proposal.



PRIOR PROJECT DESCRIPTION 1

Project Project NameGovernment Client Client Name (City, County, etc.)Client Unit (if applicable) Client Agency, Department, or Unit NameClient Contact Name and TitleClient Contact PhoneClient Contact E-mailTimeline Month/Year to Month/Year; Length of project beginning to endConsultant Firm NameConsultant Key Personnel Key Personnel – same as Key Personnel proposed to City?Annualized Budget $00,000.00Numbers of System Users and Probationers

Project Background Include background information regarding the client and/or program, as applicable. What were the project goals and desired outcomes?Insert Response Here.

Project Scope What were the project activities your firm completed? Provide sufficient information to give the City insight into the size/complexity and scope of the project.

Insert Response Here.

Project Approach How did you approach the project? What methodologies were used, and how did those address the project goals? Describe any challenges you have faced, including strategies you used to address them.


Project Staffing Identify each Key Personnel on the project team with titles and roles, including all subcontractors. Include brief narrative descriptions of the responsibilities each person had on the project.


Involvement of Client and/or Stakeholders Discuss how client and any stakeholders were involved in the project, opportunities for input, client staff contributions, etc.


Project Outcomes What, if any, measurable service deliverables or outcomes can be attributed to your services? How did you add value for the client?




PRIOR PROJECT DESCRIPTION 2

Project Project NameGovernment Client Client Name (City, County, etc.)Client Unit (if applicable) Client Agency, Department, or Unit NameClient Contact Name and TitleClient Contact PhoneClient Contact E-mailTimeline Month/Year to Month/Year; Length of project beginning to endConsultant Firm NameConsultant Key Personnel Key Personnel – same as Key Personnel proposed to City?Annualized Budget $00,000.00Numbers of System Users and Probationers

Project Background Include background information regarding the client and/or program, as applicable. What were the project goals and desired outcomes?Insert Response Here.

Project Scope What were the project activities your firm completed? Provide sufficient information to give the City insight into the size/complexity and scope of the project.


Project Approach How did you approach the project? What methodologies were used, and how did those address the project goals? Describe any challenges you have faced, including strategies you used to address them.


Project Staffing Identify each Key Personnel on the project team with titles and roles, including all subcontractors. Include brief narrative descriptions of the responsibilities each person had on the project.


Involvement of Client and/or Stakeholders Discuss how client and any stakeholders were involved in the project, opportunities for input, client staff contributions, etc.


Project Outcomes What, if any, measurable service deliverables or outcomes can be attributed to your services? How did you add value for the client?




C. Firm and Program Staff Qualifications – 20 points The following information must be included in the order specified to be scored appropriately.

1. Proposer’s Firm History and Structurea. Briefly describe your firm, including history, number of years in business, organizational

structure, ownership structure, names of principals, staff size and composition.


b. Briefly describe any of your firm’s merger/acquisition activities over the past two years. If any, how will it affect your services or other relationships or resources during the next two years? If none, state “None.”


c. Provide a list of your government clients where the contractual relationship was not completed and was severed for reasons other than convenience. A brief description of why the relationship was severed and the name of the client and the client’s project manager are also required. If none, state “None.”


2. List of All Current and Past Government Clients in California for Whom You Developed and Maintained an Automated Client Supervision Management Systems in the Past Five Years with Start and End Dates of Services


3. Program Staffing StructureDescribe the staffing structure proposed for services under this RFP. Include a proposed staff organization chart. The organization chart should be in graphic format. The organization chart should clearly identify Key Personnel, and include sufficient detail on the staff levels to be assigned to the services by specialization and FTE counts, as appropriate.


4. Program Staff Qualifications

Expanding on the proposed staff organization chart information provided above, use the following tables or alternative format to provide detailed narrative information on the proposed staff roles and responsibilities, qualifications, licenses, certifications and/or educational background of Key Personnel, including subcontractor staff, if applicable, proposed to perform services for the City. Include as many tables as needed.

Name, Title Insert Response Here.



Proposed Program Role and Responsibilities


Experience Developing and Maintaining Automated Client Supervision Management Systems in California

Describe your staff’s experience developing and maintaining automated client supervision management systems for government clients in California.

Insert Response Here. If not applicable, write “Not Applicable.”

Education, Qualifications, Licenses and/or Certifications

Insert other qualifications or educational background narrative here, or indicate if resume or CV is attached.

Attach other applicable documentation.

























Describe your staff’s experience developing and maintaining automated client supervision management systems for government clients.







D. Program Approach – 80 pointsIn your responses, be sure to address and integrate the relevant components described in RFP Section 2, Scope of Work. Use as much space as needed, but be concise and focused on addressing the questions and issues, as stated. Avoid a “kitchen sink” approach.

1. Approach to meet requirements outlined in RFP Section 2, Scope of Work (70 points)

A. Please check off each set of requirements described in RFP Section 2, Scope of Work, as listed below, to indicate whether your System is currently able to provide the requirement or not.

The City will assume that any requirements that the Proposer indicates below that the Proposer’s System is currently able to provide will be built into the per-call costs the Proposer presents in the following Section E, Program Cost Estimate. Any requirements that are not built into the per-call costs should be identified clearly in the response to the Program Cost Estimate section.

B. For each set of requirements that you indicate below that your System is currently unable to provide, describe your work plan/approach including the:

Estimated number of hours to complete the requirement; AND Tasks, activities and dependencies to successfully the requirement

a. System Overview (RFP Section 2.2.1)The System must:

1. Be web-based, fully automated and based on interactive voice response (“IVR”) technology. Proposer’s System is currently able to provide Proposer’s System is currently unable to provide

2. Be easily accessible to Clients, and accommodate Clients with disabilities. Proposer’s System is currently able to provide Proposer’s System is currently unable to provide

3. Include User access and support 365 days a year, 24 hours a day. Proposer’s System is currently able to provide Proposer’s System is currently unable to provide

4. Include User remote login capability. Proposer’s System is currently able to provide

Proposer’s System is currently unable to provide

5. Provide User access through a unique login identification and authentication for each User (full Social Security number is prohibited for use by City) as part of registration process, including automated password assistance/re-set protocol. Proposer’s System is currently able to provide Proposer’s System is currently unable to provide

6. Include varying levels of User access to be established within the System. Proposer’s System is currently able to provide



Proposer’s System is currently unable to provide

7. Include smart phone and tablet secure access capability. Proposer’s System is currently able to provide Proposer’s System is currently unable to provide

8. Include System down notification protocol, including on nights, weekends and holidays. Proposer’s System is currently able to provide Proposer’s System is currently unable to provide

9. Allow Users to modify Clients’ information and generate reports regarding Clients’ enrollment and compliance on programs required by the conditions of their supervision. Proposer’s System is currently able to provide Proposer’s System is currently unable to provide

10. Have the capacity to automate the reception and dissemination of information by Users and Clients. Proposer’s System is currently able to provide Proposer’s System is currently unable to provide

11. Have the ability to save Client and Users answers and messages and provide APD with updated information received from Clients in real time. Proposer’s System is currently able to provide Proposer’s System is currently unable to provide

12. Allow Users to pre-record individual and group messages for Clients.

Proposer’s System is currently able to provide Proposer’s System is currently unable to provide

13. Support Clients’ enrollment in the program up to 12 consecutive months.


14. Accommodate non-English speaking Clients, specifically Spanish, Cantonese/Mandarin, and Tagalog/Filipino. Proposer’s System is currently able to provide Proposer’s System is currently unable to provide

15. Include the Proposer’s protocol for help desk requests, as well as authorized System modifications, corrections, patches or updates. Proposer’s System is currently able to provide Proposer’s System is currently unable to provide

For this requirement, please describe the protocol.Insert Response Here.

16. Include all related documentation (including technical publications relating to the use of the licensed software, such as reference, installation, administrative and programmer manuals). Proposer’s System is currently able to provide Proposer’s System is currently unable to provide



For this requirement, please describe the related documentation you would provide that is both included and excluded in your per-call costs. Insert Response Here.

b. Enrollment (RFP Section 2.2.2)The System must be able to:

1. Allow Users to enroll Clients 365 days a year, 24 hours a day. Proposer’s System is currently able to provide Proposer’s System is currently unable to provide

2. Provide an automated confirmation of new enrollments. Proposer’s System is currently able to provide Proposer’s System is currently unable to provide

3. Modify or delete enrollment information and receive confirmation via automated reports. Proposer’s System is currently able to provide Proposer’s System is currently unable to provide

4. Search enrollments by name or by some alternate method (i.e. probation number, case number). Proposer’s System is currently able to provide Proposer’s System is currently unable to provide

5. Provide an automated mechanism for terminating enrollment. Proposer’s System is currently able to provide Proposer’s System is currently unable to provide

c. Supervision/Monitoring (RFP Section 2.2.3)The System must have the ability to:

1. Provide a secure method (e.g. pin # or password) for the Client to identify himself/herself when accessing the System to report. Proposer’s System is currently able to provide Proposer’s System is currently unable to provide

2. Notify the Client if he/she is late reporting. Proposer’s System is currently able to provide Proposer’s System is currently unable to provide

3. Customize questions to APD specifications. Proposer’s System is currently able to provide Proposer’s System is currently unable to provide

4. Set frequency of reporting. Proposer’s System is currently able to provide Proposer’s System is currently unable to provide

5. Review Client reporting history. Proposer’s System is currently able to provide Proposer’s System is currently unable to provide

6. Automatically alert Client of next scheduled reporting date, court appearance, and program



attendance. Proposer’s System is currently able to provide Proposer’s System is currently unable to provide

7. Allow Clients to report 365 days a year, 24 hours a day. Proposer’s System is currently able to provide Proposer’s System is currently unable to provide

8. Allow Clients to update or report new information (address or employment changes, compliance with conditions, new offense information, etc.). Proposer’s System is currently able to provide Proposer’s System is currently unable to provide

9. Allow APD Partners limited access to update or report new information (Clients’ compliance with program participation, enrollment, completion, and progress reports). Proposer’s System is currently able to provide Proposer’s System is currently unable to provide

10. Generate reminders to APD officers for auditing case status or special conditions. Proposer’s System is currently able to provide Proposer’s System is currently unable to provide

11. Generate pre-formatted customized merge letters in multiple languages for missed reporting or other supervision related reasons. Proposer’s System is currently able to provide Proposer’s System is currently unable to provide

12. Allow APD officers to generate, merge, and email letters in bulk for greater work flow efficiency. Proposer’s System is currently able to provide Proposer’s System is currently unable to provide

13. Allow APD officers to leave messages for one, several, or all Clients. Proposer’s System is currently able to provide Proposer’s System is currently unable to provide

14. Generate drug test notification to the Client with confirmation to supervising APD officer. Proposer’s System is currently able to provide Proposer’s System is currently unable to provide

15. Identify and report fraud or suspicious activity. Proposer’s System is currently able to provide Proposer’s System is currently unable to provide

For this requirement, please describe your protocol for identifying and reporting fraud or suspicious activity. Insert Response Here.

16. Allow Clients to send notices to APD officer to request that the APD officer contact the



Client. Proposer’s System is currently able to provide Proposer’s System is currently unable to provide

d. Notifications/Reports (RFP Section 2.2.4)The System must be able to provide:

1. Automatic notification to APD officers within 24 hours when the following is reported by a client:a. Change of address.b. Change of employment.c. Police contact.d. Reporting outside of specified window.e. Missed calls.


2. Standardized and automated individual/aggregate reports on Clients to be available on demand electronically to include:a. Missed calls.b. Calls received during reporting window.c. Program compliance.d. Change of address.e. New arrests/police contact.f. Reporting outside window.g. Employment change.h. APD officer Client list.i. Agency Client list.


3. Immediate ad-hoc caseload compliance and management reports upon request. Proposer’s System is currently able to provide Proposer’s System is currently unable to provide

For this requirement, describe at least two examples of ad-hoc reports that can currently be produced from your System, as applicable. Insert Response Here.

4. Archived Client information for retrieval for a period of time to be set by APD and that is in alignment with current statutory period and future APD policy. This is generally a minimum of 6 years after a case has terminated supervision. Proposer’s System is currently able to provide Proposer’s System is currently unable to provide

5. Capability for APD to define and generate ad-hoc queries and reports by exporting System data into Microsoft Office (Word, Excel), CVS and HTML formats without reliance upon the Contractor. Proposer’s System is currently able to provide Proposer’s System is currently unable to provide



e. Customer Service (RFP Section 2.2.5)Customer service requirements include:

1. Access to a toll-free (within the United States) help line for Users and Clients. Proposer’s System is currently able to provide Proposer’s System is currently unable to provide

2. Instructional and/or enrollment materials (e.g. pin # cards) for Users and Clients. Proposer’s System is currently able to provide Proposer’s System is currently unable to provide

3. Access via email, web site, and telephone to help with problems, issues or questions related to the System. Proposer’s System is currently able to provide Proposer’s System is currently unable to provide

4. Technical assistance and support 365 days a year, 24 hours a day. Proposer’s System is currently able to provide Proposer’s System is currently unable to provide

5. Help line content coverage. Proposer’s System is currently able to provide Proposer’s System is currently unable to provide

For this requirement, describe what the help line can resolve versus not, as well as help line availability and response/resolution turnaround times. Insert Response Here.

6. Business continuity and/or disaster recovery protocol in the event of any emergency or natural disaster. Proposer’s System is currently able to provide Proposer’s System is currently unable to provide

For this requirement, describe your business continuity and/or disaster recovery protocol. Insert Response Here.

f. Technical Training (RFP Section 2.2.6)Contractor shall provide:

1. Training in the use of the System to over 100 Users. Proposer will be able to provide training within per-call cost Proposer will not be able to provide training within per-call cost. Describe estimated number of hours to complete and the tasks, activities, and dependencies for successful completion.

2. Instructions to staff to access and navigate the System, enroll Clients, modify information, generate letters and reports, and close Clients from the System. Proposer will be able to provide training within per-call cost



Proposer will not be able to provide training within per-call cost. Describe estimated number of hours to complete and the tasks, activities, and dependencies for successful completion.

3. Training on System customer service procedures and any other issues affecting the supervision of Clients. Proposer will be able to provide training within per-call cost Proposer will not be able to provide training within per-call cost. Describe estimated

number of hours to complete and the tasks, activities, and dependencies for successful completion.

4. Training manuals to trainees; such manuals shall be available in electronic form and shall become the property of the City. Proposer will be able to provide training within per-call cost Proposer will not be able to provide training within per-call cost. Describe estimated


5. Training will be pre-scheduled and held at the convenience of APD at a facility determined by APD. Proposer will be able to provide training within per-call cost Proposer will not be able to provide training within per-call cost. Describe estimated


6. Training that may be designed as an e-training (Webinar). Proposer will be able to provide training within per-call cost Proposer will not be able to provide training within per-call cost. Describe estimated


7. Additional and remedial training as needed by APD when the System changes during the term of the contract, as new employees are hired, or as refresher training for previous trainees. Proposer will be able to provide training within per-call cost Proposer will not be able to provide training within per-call cost. Describe estimated


g. Implementation and Customization Requirements (RFP Section 2.2.7)Contractor shall work with the APD to develop and finalize an implementation plan and timeline that includes all aspects of bringing the System on-line, including, but not limited to, the following.

1. System must interface via Web Services and exchange data with APD’s current assessment instrument, Correctional Offender Management Profiling for Alternative Sanctions (COMPAS), and with APD’s case management system, Smart Probation on a schedule determined by the APD. Proposer must describe approach for interface set up and data exchange. Proposer will be able to provide requirement within per-call cost



Proposer will not be able to provide requirement within per-call cost. Describe estimated number of hours to complete and the tasks, activities, and dependencies for successful completion.

For this requirement, describe what your process for developing interfaces and data exchange. Insert Response Here.

2. Data fields and events will be designated by the APD to reflect APD’s business processes. Events and related data fields include, but are not limited to, enrollment, termination, successful reporting, programs compliance, technical violations, and notifications that something in the system requires attention by the supervising APD officer. Proposer will be able to provide requirement within per-call cost Proposer will not be able to provide requirement within per-call cost. Describe

estimated number of hours to complete and the tasks, activities, and dependencies for successful completion.

3. Ability to customize the System by making it “City-identifiable” – i.e., City logo, message from City officials, etc. Proposer will be able to provide requirement within per-call cost Proposer will not be able to provide requirement within per-call cost. Describe


4. Ability to incorporate City policies in System – i.e., supervision policies, reward and sanctions policies, etc. Proposer will be able to provide requirement within per-call cost Proposer will not be able to provide requirement within per-call cost. Describe


2. Implementation and Program Management Approach (10 points)

a. Provide a detailed implementation timeline to “kick-off” the Program and complete the requirements, milestones and deliverables described in RFP Section 2, Scope of Work, including the timeframes for all work to complete requirements your System is currently unable to provide. Insert Response Here.

b. How will you direct and review work? How will you coordinate subcontractors, partners or a joint venture partnership, if applicable?Insert Response Here.

c. Describe how you will ensure the security of confidential information shared, as required in RFP Section 2.3, Confidentiality and System Security. Insert Response Here.

d. Describe your firm’s expectations and/or assumptions of the City’s involvement or level of effort, including review, approval and other communication protocols necessary to successfully complete the



services. Provide a list of questions you would need answered and the data or other City resources you would need access to or to be provided by the City to successfully complete the services.Insert Response Here.

e. What makes your firm’s approach to the services superior to other firms in your industry? Describe any other asset, expertise, experience, data or technology that provides your firm with a competitive edge or advantage that will provide a benefit to your clients. Include any lessons learned.Insert Response Here.

f. Describe any other services or programs you offer clients that may benefit the City.Insert Response Here.

E. Program Cost EstimateThe City plans to negotiate a firm fixed price with a per-call cost-based payment structure, not to exceed $135,000 per year. The City recognizes that estimating costs may be difficult and is asking Proposers to state their assumptions. Proposers should factor in previous experience with projects similar in size and scope of this RFP.

1. Provide a per-call cost estimate with the following line items in a spreadsheet or table format, as applicable, for the solution you propose to the City to meet all requirements stated in RFP Section 2. The line items should be subtotaled for each year of the three-year contract term contemplated under this RFP.

Line item for per-call cost of call when clients are calling daily. Line item for per-call cost of call when clients are calling weekly. Line item for per-call cost of call when clients are calling monthly.

Note that your per-call costs, at minimum, should include the following, as applicable, for the solution you propose to the City to meet all requirements stated in RFP Section 2. These are assumed to include, at minimum, the following requirements. Proposers may include more requirements in their per-call costs than those noted below if their Systems currently provide them.

Licensed software, including all related warranties, licensed content, documentation, and training materials (including, but not limited to, reference, installation, administrative and programmer manuals or documentation); corrections, customizations, patches or updates.

Annual cost of maintenance and support services including customer service via phone, e-mail and website access, updates, improvements, enhancements, extensions, or other changes made generally available to Proposer’s other licensees.

Secure web hosting.

2. Provide line-item costs for any requirements that are not included in the per-call costs presented above. These may include, but are not limited to: interfaces and any other customizations to meet ALL of the requirements specified in RFP Section 2.

3. For any as-needed professional services, provide a blended hourly rate to include the costs of any travel, lodging, meals, miscellaneous and any other expenses related to the completion of services.



The City will not provide additional and separate cost reimbursement above and beyond this blended hourly rate. The blended hourly rate provided shall apply to any and all as-needed services requested by the City for the full contract period under this RFP, as applicable.

Insert Responses Here or Attachment.


2.rfp contact - mission.sfgov.orgmission.sfgov.org/oca_bid_attachments/fa28387.docx · web...

Documents