2-2. Scope of Work-Work Order System.pdf

REQUEST FOR PROPOSAL

26RFP025

Campus Work Order System:

Scope of Work

CONTACT:

Erica Smith Director of Contracts and Procurement smith60@southwestern.edu mailto:smith60@southwestern.edu

I. Project Overview Southwestern University is seeking a robust, user-friendly, and scalable work order management software solution to improve the efficiency of its Facilities Department. The goal is to streamline the submission, tracking, and completion of maintenance requests while improving communication between departments and ensuring responsive, high-quality service to campus stakeholders.

The software should be intuitive enough for non-technical users, equipped with real-time tracking and scheduling capabilities, and supported by comprehensive reporting tools.

Integration with existing university systems, mobile access, and strong data security are critical.

The university prefers a cloud-based solution with an implementation timeline that allows for full deployment by December 2025.

II. Objectives

a. Enhance Operational Efficiency

Streamline the process of creating, managing, and tracking maintenance requests to reduce response times and improve task completion rates.

b. Improve User Experience Provide an intuitive platform for both facilities staff and campus users, ensuring easy submission, visibility, and feedback on maintenance requests.

c. Enable Data-Driven Decision Making Utilize built-in reporting tools to track trends, evaluate performance, allocate resources effectively, and inform future planning.

d. Ensure Seamless Integration and Security Implement a solution that integrates with existing campus systems (e.g., HR, finance), supports mobile functionality, and maintains strict data security protocols.

e. Support Scalable, Sustainable Growth Adopt a system that can expand with university needs while remaining cost-effective in both initial and ongoing operations.

III. Scope of Work

a. Functionality, Features, Ease of Use (30 points)

Present your solution and describe in detail the tool’s ability to meet each of the requirements below.

1. User-Friendly Interface: Intuitive design for easy navigation by all users, including non-technical staff. Increased communications capabilities between technicians and customers is important.

2. Work Order Creation: Simple process for submitting maintenance requests, including detailed descriptions, priority levels, and attachments (e.g., photos).

3. Tracking and Updates: Real-time tracking of work order status, with automatic notifications for updates and completions. Ability to track maintenance backlog and deferred maintenance.

4. Facility Condition: Facility condition assessment tool/tracker.

5. Scheduling: Ability to schedule maintenance tasks and assign them to specific staff members or teams.

6. Reporting: Comprehensive dashboard and tools to analyze work order trends, staff performance, resource allocation, maintenance backlog, and industry key performance indicators.

7. Feedback Mechanism: Option for users to provide feedback on completed work orders to improve service quality.

8. User Roles and Permissions: Customizable access based on user responsibilities.

9. ADA Accessibility: ADA accessibility features (e.g., screen reader capabilities, high color contrast, clear and simple design).

10. Higher Ed Focus: Focus on Higher Education and APPA standards.

Preferred Features:

11. Asset Management: Asset management, including the ability to input equipment information (model/serial numbers, pictures, dates of newly installed components. Asset life cycle tracking with depreciation value calculations.

12. Inventory Tracking: Inventory Tracking with integration with 3rd party inventory supplier(s).The system should include functionality to track parts, supplies, and equipment consumed by Facilities. It should allow for real-time updates linked stock levels, automated alerts for low quantities, and have the ability to integrate/communicate with outside supply vendors.

13. Reservations: Facility reservations and event management to also include vehicle reservations.

14. Utility Management: Allow users to input billing data which will enable Facilities staff to track usage and costs, as well as performance of utilities (electricity, water, gas, etc.)

across campus facilities. It should allow for reporting, benchmarking, and analysis to identify trends, detect inefficiencies, and support sustainability initiatives.

15. Construction/Design Project Tracking: The system should provide tools to initiate, track, and close construction projects, including scheduling, budget monitoring, document storage, and progress reporting. It should allow Facilities staff to oversee multiple active projects simultaneously and support collaboration among internal teams and external contractors.

16. Capital Planning Tracking: The system should support capital planning efforts by tracking long-term projects, life-cycle data, and asset conditions. It should provide forecasting tools and reporting that help Facilities prioritize needs, budget effectively, and demonstrate stewardship of university resources.

b. Implementation, Training & Support (25 points) To ensure successful implementation, operation, and long-term use of the work order software, the vendor must provide comprehensive technical support services. The following requirements must be addressed in all proposals:

1. Onboarding and Implementation Support o Dedicated project manager or implementation specialist during initial deployment phase.

o System Configuration: System configuration approved by University IT by mid October 2025.

o Kickoff Meeting: Project initiation with 5 business days of contract execution.

o Testing period: Testing should include a pilot of at least 2 buildings and be completed by mid-November 2025. 100% of work order types should be processed without error in

UAT.

o Go-live date of December 15th, 2025.

o Please include a full implementation schedule in your submission.

o Technical assistance during configuration, system integration, and user setup.

o Support during data migration (if applicable).

2. Training o Initial training for Facilities staff and administrators (virtual or on-site).

o Access to ongoing training resources such as user guides, video tutorials, and FAQs.

o Optional refresher training or new user onboarding sessions.

3. Ongoing Technical Support o Toll-free phone, email, and/or live chat support available during university business hours (Central Time).

o Emergency technical support available 24/7 for critical issues (e.g., system downtime).

o Defined response and resolution times for issues based on severity.

4. System Maintenance and Updates o Regular software updates and upgrades included in subscription or maintenance fees.

o Notification of scheduled maintenance and system changes in advance.

o Minimal service disruption during update or maintenance windows.

5. Service Level Agreement (SLA) o Vendors must provide a sample Service SLA outlining uptime guarantees, response timeframes, escalation procedures, and support availability. System uptime must be greater than or equal to 99% during business hours, 2 -hour response time for critical issues.

6. User Support Portal o Access to an online portal for submitting and tracking support tickets.

o Knowledge base with searchable documentation and troubleshooting tips.

7. Performance Monitoring o Tools or dashboards to monitor system health, uptime, and performance metrics.

8. Stakeholders to Support:

o Facilities Department: Primary users o University Staff: Users submitting maintenance requests o IT Department: Technical support and integration o Finance Department: Budget oversight

c. Integration & Technical Fit (20 points) Describe in detail how the tool meets each requirement below.

1. Integration: Compatibility with existing university systems (e.g., HR, finance).

2. Security: Robust measures to protect sensitive information and ensure data privacy. FERPA compliance required, encryption of data during transit/at rest, disaster recovery.

3. Mobile Access: Availability of a responsive Mobile-friendly version or application for real-time updates. Should function offline with auto-sync capability.

4. Platform Compatibility: Full functionality across major operating systems including Windows, macOS, iOS, and Android, ensuring accessibility for all users.

5. Scalability: Capacity to support increasing user volume, data and feature expansion as the university grows or modifies its operations.

6. Cloud-Based: Preference will be given to cloud-based platforms that reduce the need for on-premise infrastructure, support remote access, and enable regular updates and backups.

7. SSO Integration: Single Sign-On Integration

8. No External Hardware: The solution needs to be compatible with University-provided devices.

9. Application Programming Interface (API) Access: Availability of APIs for third-party integration to support connectivity and future system enhancements.

10. Data Migration: Transfer of existing asset inventories, user profiles, space data, and historical work order data.

11. Branding: Branded interface matching the university's visual identity.

d. Cost Effectiveness (25 points) Complete the bid table and provide an itemized proposal. Any costs that are additional outside of implementation and annual subscription fees need to be listed.

1. Initial Costs: Software purchase or subscription fees, customization, and integration.

2. Ongoing Costs: Maintenance, technical support, and future upgrades.

3. The University will not purchase hardware.

IV. Requested Information

a. Company Information: Name of Individual or Business Entity, Address of Individual or Business Entity, Type of Business Entity (i.e., Corporation, General Partnership, Limited Partnership, LLC, etc.), Place of incorporation or organization, Email address and telephone #

b. Cover Letter: Provide a 1 page letter stating what makes your solution the best fit for our campus.

c. References: Provide 3 comparable references, preferably higher education

d. Discontinued Client List: Provide a list of all accounts that were canceled or not renewed during the past five years, including the reason for termination.

e. Response to the Scope of Work: Upload your responses for sections a-c of the SOW.

f. Bid Table: Complete the bid table to show all implementation fees and the annual costs for a total of 5 years.

g. Itemized Proposal: Provide an itemized proposal,

h. Acceptance of Terms, Non-Collusion Statement, Affidavit