2-RFP.WeberHumanServices Updated.pdf

Introductions & Supporting Documents GBS and WEBER HUMAN SERVICES welcome you to the RFP process being administered by GBS.

Purpose

The purpose of this Request for Proposal (RFP) and subsequent presentations is to identify a vendor with whom WEBER HUMAN SERVICES will negotiate a contract(s) to supply HRIS support. Currently WEBER HUMAN SERVICES uses Great Plains for Payroll but feels like they’d prefer a co-sourced model that is less cumbersome and more agile with integrations.

The objective is to find a partner that will be more consultative and offer recommendations on how to best utilize the capabilities of the platform to provide the best experience for their administrators and employees. Having open and flexible integrations with other systems is also important.

Business Overview

WEBER HUMAN SERVICES is a governmental agency formed through an interlocal agreement between Weber and Morgan Counties, headquartered in Ogden, Utah and has around 400 employees. We are focusing on a go live date of July 1, 2027. OE will not happen on new system until 2028.

What's Included:

Attached: the RFP requirements documents

Please include pricing with the RFP

After reviewing the information in the attached files, please proceed with responding to the RFP questions in the sections of this page. If you have any questions on this RFP, please contact:

Katie Doherty katie.doherty@gbsbenefits.com 785-917-1872 mailto:katie.doherty@gbsbenefits.com

RESPONSES ARE DUE TO GBS, BY CLOSE OF BUSINESS November 12, 2026. Complete responses should be submitted via email to Katie Doherty, katie.doherty@gbsbenefits.com, by the due date.

Thank you for your time in completing this RFP.

Please attach a copy of your proposal.

Please provide the name(s), title(s), address(es), e-mail address(es), telephone and fax number(s) of the individual(s) responsible for responding to this request.

Please provide an organizational chart with your proposed implementation team.

What is your recommended implementation timeframe in weeks?

How many implementations are currently underway and / or are estimated to be underway during the Weber Human Services’ implementation time frame? Please note when these implementations will be completed.

Please confirm that your implementation team will use an issues tracker log that includes root cause analysis, and you will allow GBS Technology and Outsourcing Practice to have access.

Please confirm that your ongoing account team will use an issues tracker log that includes root cause analysis, and you will allow GBS Technology and Outsourcing Practice to have access.

mailto:katie.doherty@gbsbenefits.com

Please confirm that your implementation team will use an interface tracking log and will allow GBS Technology and Outsourcing Practice access

What tools will be available to Weber Human Services throughout implementation and ongoing?

Will you allow Weber Human Services and/or GBS to interview/approve the ongoing account team and implementation team as part of the vendor selection process?

Will you allow Weber Human Services and / or GBS the ability to replace or make substitutions on the ongoing account team and implementation team initially and ongoing?

Please describe your test plan process - the test strategies and methods (e.g., test scripts) the project will deploy to ensure that the system will do what the user expects.

Please confirm that your implementation team will use a test incident log to track issues discovered during testing by the vendor and Weber Human Services teams and you will allow GBS Technology and Outsourcing Practice to have access.

Please describe your process to ensure accurate conversion of historical data. How many years of history can we bring over?

Do you have a dedicated conversion team? If not, please explain.

Please describe your conversion process including Weber Human Services requirements.

Does conversion data need to be in your file format? If yes, please explain.

Will part of the test process preparation include a detailed test plan?

Account Support Please complete this section with information on the assigned account team, should you be selected as vendor of choice.

How many managers will be assigned to the account?

Please provide an account/relationship/operations organization chart for this Weber Human Services showing the proposed team members and whether they are dedicated or shared resources.

Will managers be available for interview by Weber Human Services?

What is the average tenure for account managers (in years)?

Will there be different account team contacts for data integrity, billing and normal account team functions? If so, please describe.

Describe your organization’s commitment to quality and your philosophy/approach to Weber Human Services.

How are priorities for case resolution set?

Who monitors open cases, including cases routed to a Weber Human Services, and on what frequency?

How is the resolution for a case communicated (ex: phone call, email, letter, multiple, etc.)?

What is your internal escalation/reporting process for operational metrics that do not meet the agreed upon targeted service levels?

How often are your performance metrics reported to Weber Human Services (ex: monthly, quarterly, etc)?

Please provide a typical implementation timeline for services in scope.

Contract & Billing

What legal entity will be contracting with Weber Human Services to provide services?

Will all services outlined in this RFP be performed by this legal entity?

Are any services provided by third party providers? If so, please list the provider and the service.

What services will you be providing, and which will the subcontractor or partner be supplying?

Do you have a master contract in place with the subcontractor/alliance partner that is specific to the services you provide to the marketplace when you bid on work together?

Will Weber Human Services only contract with one party who will be held accountable for all performance-related issues, including the payment of performance penalties for services that become part of the final contract?

What % decrease in the Weber Human Services’ population would provide a price increase in the rate during the term of the contract?

What would be the new increased rate based on the population decrease?

What % increase in the Weber Human Services’ population would provide a price break in the rate during the term of the contract?

What would be the new reduced rate based on the population increase?

Do you include any year-over-year price accelerators in the initial term of your contract? If so, please list the amounts in percent.

Which of the following options do you provide to Weber Human Services for timing of billing implementation fees?

What options do you provide to Weber Human Services for billing ongoing services?

When do you begin billing Weber Human Services for ongoing services?

What % of your ongoing fees are you willing to place at risk for performance?

What % of your implementation fees are you willing to place at risk for performance?

What is your philosophy about placing fees at risk for plan sponsor satisfaction?

Do you mark up any "pass through" costs such as mailing or travel? If so, please describe.

For purposes of assessing your fees, how do you determine who is a "participant".

What are the factors you consider in determining future increases and when they are to occur?

Please describe your change order process. Provide the completion time and costs for at least 3 common requests?

Are you providing any discounts that are not reflected in the costs you provided in the pricing questions? For example, you might offer 3 months of free payroll processing.

What is your hourly rate for out-of-scope work during implementation and ongoing? Please provide separate hourly bill rates in the comments section if different resources have different rates.

Please add any additional assumptions that form the basis of your responses.

Please attach a copy of your standard MSA and SLAs. Will you consider subjective SLA's Please forward a copy of your standard statement of work (SOW) for the services included in this RFP. It should include both your and Weber Human Services roles and responsibilities.

What is your internal escalation/reporting process for operational metrics that do not meet the agreed upon targeted service levels?

Do you charge Weber Human Services for required legislative changes when these need to be made for all Weber Human Services? If so, please provide examples.

How many free annual hours will you provide for development work throughout the year?

Weber Human Services Specific Questions

Can you communicate with employees via Email or Text Message. For email, is HTML available?

Do you have the ability to send Email or text to specific segments of the population?

What mobile operating systems are supported (e.g., android, Apple, etc.)?

Please describe functionality, security, mobile, website, call center, VRS, and 3rd party integration enhancements that are planned for the next 36 months.

Do you offer elevated service for ongoing support? Additional cost associated with that service?

Do you have the ability to Retrieve, Insert, update, and delete timesheet data through API’s?

Please describe full functionality and limits.

Do you have the ability to Retrieve, Insert, update, and delete employee data through API’s?

Please describe full functionality and limits.

Company Information

Do you utilize a Net Promoter score at your organization?

If so, what is your current Net Promoter score?

Please attach a document with historical Net Promoter scores.

Do you use offshore services? If so, please describe what services are offshored, where it is offshored and whether they are contract or your resources.

If you offshore, do offshore resources have access to Weber Human Services data?

References

Please provide references from at least three current clients, comparable to Weber Human Services, that we may contact for whom you currently provide the same services you are proposing for Weber Human Services. Please provide at least one reference that has converted within the last 2 years.

Security

Please attach a copy of your most recent SOC 1 Type II and SOC 2 Type II audits. Please describe and provide copies of any other audits conducted by you or 3rd parties.

How do you monitor and enforce the security of PHI as designated by HIPAA?

Please describe your maintenance and backup procedures including daily backups, retention timetable, off-site backup storage approach and where your off-site backup facilities are located.

Please describe your documented disaster recovery plan including how frequently you test your recovery processes.

Please confirm you are willing to undergo security assessment if you are selected as a finalist