16-RFP-06-Evaluation Factors and Scope of Services.V2.pdf

CITY OF FORT WORTH - PURCHASING DIVISION

EVALUATION FACTORS AND SCOPE OF SERVICES

RFP Ref. #: 25-0128 Doc. Ref#: RFP-06 Page 1 of 10 RFP Title: Customer Information System (CIS) Software

EVALUATION FACTORS

For the Proposer’s response to be evaluated, the Proposer must provide a complete Proposal submitted within the stated deadline and per the Proposal requirements.

Proposer shall include in the Proposal documents/details that are required for evaluating the Proposal including Business Equity Goal documentation if applicable for the RFP.

If the Proposal meets the above requirements, selection will be based on the qualified Proposer(s) that is determined to be the most advantageous to the City considering the relative importance of evaluation factors listed below:

Note: A bidder may be disqualified if they do not meet at least 50% of the evaluation points available (excluding cost).

i. Vendor Self Scoring – up to 100 points available

a. This evaluation factor will be evaluated based on the information provided on document:

i. Exhibit B – FWWD RFP Functional Requirements

ii. Exhibit C – FWWD RFP Technical Requirements

ii. Organizational Experience & Capacity – up to 25 points available

a. This evaluation factor will be evaluated based on the information provided in:

i. RFP- 07- Questionnaire and Requirements

ii. Exhibit A – Reports

iii. Exhibit B – FWWD RFP Functional Requirements

iv. Exhibit C – FWWD RFP Technical Requirements

v. Exhibit D – Narrative Requirements

vi. Proposal

iii. Integrations - up to 10 points available

a. This evaluation factor will be evaluated based on the information provided in:

i. RFP- 07- Questionnaire and Requirements

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ii. Exhibit B – FWWD RFP Functional Requirements

iii. Exhibit C – FWWD RFP Technical Requirements

iv. Exhibit D – Narrative Requirements

v. Proposal

iv. Rates - up to 5 points available

a. This evaluation factor will be evaluated based on the information provided in:

i. Exhibit D – Narrative Requirements

ii. Proposal

v. Reports - up to 5 points available

a. This evaluation factor will be evaluated based on the information provided in:

i. Exhibit A – Reports

ii. Exhibit D – Narrative Requirements

iii. Proposal

vi. Letters and Notices - up to 5 points available

a. This evaluation factor will be evaluated based on the information provided in:

i. Exhibit D – Narrative Requirements

ii. Proposal

vii. Architecture - up to 10 points available

a. This evaluation factor will be evaluated based on the information provided in:

i. RFP- 07- Questionnaire and Requirements

ii. Exhibit B – FWWD RFP Functional Requirements

iii. Exhibit C – FWWD RFP Technical Requirements

iv. Exhibit D – Narrative Requirements

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v. Proposal

viii. Reliability - up to 10 points available

a. This evaluation factor will be evaluated based on the information provided in:

i. RFP- 07- Questionnaire and Requirements

ii. Exhibit B – FWWD RFP Functional Requirements

iii. Exhibit C – FWWD RFP Technical Requirements

iv. Exhibit D – Narrative Requirements

v. Proposal

ix. Performance - up to 10 points available

a. This evaluation factor will be evaluated based on the information provided in:

i. RFP- 07- Questionnaire and Requirements

ii. Exhibit B – FWWD RFP Functional Requirements

iii. Exhibit C – FWWD RFP Technical Requirements

iv. Exhibit D – Narrative Requirements

v. Proposal

x. Maintenance and Release Management - up to 10 points available

a. This evaluation factor will be evaluated based on the information provided in:

i. RFP- 07- Questionnaire and Requirements

ii. Exhibit B – FWWD RFP Functional Requirements

iii. Exhibit C – FWWD RFP Technical Requirements

iv. Exhibit D – Narrative Requirements

v. Proposal

xi. Development and Administrative Tools - up to 10 points available

a. This evaluation factor will be evaluated based on the information

RFP Ref. #: 25-0128 Doc. Ref#: RFP-06 Page 4 of 10 provided in:

i. RFP- 07- Questionnaire and Requirements

ii. Exhibit B – FWWD RFP Functional Requirements

iii. Exhibit C – FWWD RFP Technical Requirements

iv. Exhibit D – Narrative Requirements

v. Proposal

xii. Support - up to 10 points available

a. This evaluation factor will be evaluated based on the information provided in:

i. RFP- 07- Questionnaire and Requirements

ii. Exhibit B – FWWD RFP Functional Requirements

iii. Exhibit C – FWWD RFP Technical Requirements

iv. Exhibit D – Narrative Requirements

v. Proposal

xiii. Security - up to 10 points available

a. This evaluation factor will be evaluated based on the information provided in:

i. RFP- 07- Questionnaire and Requirements

ii. Exhibit B – FWWD RFP Functional Requirements

iii. Exhibit C – FWWD RFP Technical Requirements

iv. Exhibit D – Narrative Requirements

v. Proposal

xiv. Document Management - up to 10 points available

a. This evaluation factor will be evaluated based on the information provided in:

i. RFP- 07- Questionnaire and Requirements

ii. Exhibit B – FWWD RFP Functional Requirements

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iii. Exhibit C – FWWD RFP Technical Requirements

iv. Exhibit D – Narrative Requirements

v. Proposal

xv. Artificial Intelligence (AI) Capabilities - up to 10 points available

a. This evaluation factor will be evaluated based on the information provided in:

i. RFP- 07- Questionnaire and Requirements

ii. Exhibit B – FWWD RFP Functional Requirements

iii. Exhibit C – FWWD RFP Technical Requirements

iv. Exhibit D – Narrative Requirements

v. Proposal

xvi. Data Access - up to 10 points available

a. This evaluation factor will be evaluated based on the information provided in:

i. RFP- 07- Questionnaire and Requirements

ii. Exhibit B – FWWD RFP Functional Requirements

iii. Exhibit C – FWWD RFP Technical Requirements

iv. Exhibit D – Narrative Requirements

v. Proposal

xvii. Verification of proposer’s references – up to 5 points available

a. This evaluation factor will be evaluated based on the information provided in:

i. RFP-04-Reference Sheet

The three vendors with the highest score in the initial evaluation will be selected to present demos. Each vendor will have two and half days to present their demos.

The demo scripts will be provided to the vendor two weeks before the vendor is scheduled to present.

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Demos will be scheduled in Alphabetical order.

Vendor 1 will present October 21st – October 23rd.

Vendor 2 will present October 28th – October 30th Vendor 3 will present November 4th – November 6th.

The demo script will be provided to the evaluation panel to use for this portion of the evaluation.

SCOPE OF SERVICES

The City of Fort Worth is requesting proposals from qualified firms for the provision of a complete, turn-key Customer Information and Utility Billing system (CIS), Customer Relationship Management (CRM), and Mobile Workforce Management System (MWFM), to be utilized by Fort Worth Water Department (FWWD). The CIS, CRM, and MWFM system means the Proposer’s system, includes all the necessary software and hardware that is needed for City Fort Worth employees to perform their duties. Proposals will be considered based on our scoring criteria as designated in this RFP.

The CIS project will proceed in two phases, with the current RFP being intended to identify the CIS software that best meets the City’s needs.

A second phase will consist of an additional RFP to identify the system integrator (SI) that best meets the City’s needs to implement the selected CIS software.

If the selected software proposer is a self-integrator (i.e., no other entity is authorized to implement the software solution), that proposer will be required to respond to a separate set of technical and functional requirements describing their deployment process and the associated implementation costs.

1.0 PROPOSER REQUIREMENTS - Proposer shall have:

1.1 Data Centers located in the U.S.

1.2 Level 1 support team located in the U.S.

RFP Ref. #: 25-0128 Doc. Ref#: RFP-06 Page 7 of 10

2.0 PROPOSER PREFERRED QUALIFICATIONS

2.1 Three (3) SaaS implementations in the last 5 years of U.S.

water/wastewater utilities > 250,000 accounts

3.0 INTRODUCTION

The City of Fort Worth is seeking a ten (10) year contract proposal (1 year, with nine 1-year renewals) from qualified vendors to implement an “off-the-shelf”, robust, and scalable CIS, CRM, and MWFM system.

For this project, the CIS, CRM, and MWFM systems will replace legacy CIS and CRM systems and manual processes currently used in field operations. It is the City’s expectation that the system meets the mandatory requirements provided in this RFP, with limited customization needed. The City also desires the Respondents to include approaches and pricing for SaaS-hosted solutions.

In addition to soliciting written responses, this document provides information to assist the Vendor in preparing their responses and facilitates the subsequent evaluation and comparison process. In that regard, this RFP:

3.1 Provides information essential to soliciting meaningful

recommendations and realistic commitments from the proposers.

3.2 Specifies the desired format and content of proposals in response to this RFP.

3.3 Outlines the City’s evaluation and selection procedures.

3.4 Establishes a schedule for the preparation and submission of proposals in response to this RFP.

4.0 BACKGROUND

Fort Worth Water Department (FWWD) operates the City’s Water Utility and administers the Utility’s billing functions and the collection of fees for water, wastewater, stormwater, solid waste and related services. FWWD currently services over 300,000 accounts and a population over 1 million.

FWWD needs to migrate to a modern CIS solution in order to take advantage of new technologies and capabilities that leverage our AMI data

RFP Ref. #: 25-0128 Doc. Ref#: RFP-06 Page 8 of 10 and system integrations. A new CIS is a critical component of this program to support customer account data, calculate customer consumption and manage consumption rates, prepare and deliver bills, process and record payments, manage credit and collections, and conduct revenue analysis.

5.0 PROJECT GOALS AND OBJECTIVES

The City’s goals and objectives for the Customer Information System (CIS), Customer Relationship Management (CRM), and Mobile Workforce Management (MWFM) are:

5.1 The new CIS will provide the opportunity to transform the Customer Care and Billing systems. The new CIS will support the automation of key processes and sub-systems that are needed to enhance FWWD’s meter-to-cash process and customer support.

5.2 The new CIS will enhance the overall business goals of the organization, ensuring the IT solutions are strategically aligned with business needs.

5.3 The new CIS will focus on enhanced agility and sustainability to:

5.3.1 Support the rate structure, billing, and operations.

5.3.2 Collect data and report on metrics.

5.3.3 Perform detailed analysis of data and information.

5.3.4 Improve financial reporting.

5.3.5 Improve processes related to productivity reporting.

5.3.6 Understand revenue, revenue stream, and “why” these streams occur.

5.3.7 Provide flexibility and ease-of-use for better management of processes (i.e., flexibility for collections).

5.4 The new CIS will provide business users with the ability to systematically review and report on data.

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5.5 The new CIS will have minimal customization. Where feasible, the City will follow leading practices as needed to fit the new CIS.

5.6 Empower business users in the new system.

5.6.1 The new CIS and future processes will streamline complex processes.

5.6.2 The new CIS and future processes will give the business ownership of data management and maintenance. For example, reports will be a self-service function for staff and customers.

5.6.3 The new CIS and future processes will be intuitive. The intuitive nature will decrease learning curves and increase staff productivity.

5.7 Improve overall efficiency of the City’s water utility function.

5.7.1 The new CIS and future processes will focus on:

5.7.1.1 Organizational integration

5.7.1.2 Automation; elimination of manual activities

5.7.1.3 Business Intelligence dashboards and reporting

5.7.1.4 Enhanced customer experience

5.7.1.5 One-call resolution

5.7.1.6 Robust integrated Work Order Management System

5.7.1.7 Employee retention & satisfaction

5.7.1.8 Improved communication

5.7.1.9 Empowered employees

5.7.1.10 Increased bill accuracy

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5.7.1.11 System accessibility 24/7

5.7.1.12 Simplified intuitive bill format

5.7.1.13 Eliminate redundancy in processes

5.7.1.14 Shift activities to be more process-centered vs. people-centered

5.7.1.15 Reduce the number of manual handoffs (improved

workflow)

5.7.1.16 Increase accountability for staff.

5.7.2 The new CIS and future processes will enhance staff’s ability to drive efficiencies through an enhanced data review process.

5.7.3 The new CIS and future processes will enable skills-based routing, metric-driven performance, and enhance employee feedback.

5.7.4 The new CIS and future processes will remain in compliance with government regulations and will set strong cybersecurity measures.