21-RFP2009 - Part B - Scope of Work - Final .pdf

City of Alexandria Request for Proposals

RFP: Computer-Aided Dispatch / Automatic Vehicle Location (CAD/AVL)

System Replacement RFP No.: 2009

Part B – Scope of Work

1. General Overview

This section provides an overview of the scope of services and/or goods described in this Solicitation. This Request for Proposals (“RFP”) is issued in accordance with the Virginia Public Procurement Act using the competitive negotiation method of source selection.

Proposals will be evaluated against the evaluation criteria set forth herein to determine the proposal most advantageous to the City.

Detailed requirements governing contract administration, performance, scheduling, acceptance, and payment are addressed in Part C – Special Terms and Conditions, which supplement the City’s Part D – General Terms and Conditions.

2. Purpose

The City issues this Request for Proposals (“RFP”), on behalf of a City Partner Agency, DASH (Customer), to obtain sealed Proposals from qualified and responsible Offerors to provide an open architecture and scalable, turnkey Computer-Aided Dispatch / Automatic Vehicle Location (CAD/AVL) system, as more fully identified in this Solicitation. DASH requests a CAD/AVL system that will allow staff to effectively manage its operations, track bus locations, provide real time bus arrival information, and communicate with customers.

DASH requires the capability to track their buses in real time, but also support real-time wayside displays, monitoring of headway and schedule adherence, and be able to review the following: map and grid views, performance indicators, customizable reporting modules, incident management, historical playback, event-based alerts, and broadcast messaging.

3. Background

Currently, ATC operates a series of twelve (12) bus routes and the King Street Trolley within the City, with connections to four (4) Metrorail stations within the City, as well as a connection to the Pentagon Metrorail Station in nearby Arlington, Virginia. DASH, a fixed-route bus provider for the City, carries over five (5) million passengers per year within a busy urban environment.

ATC employs over 250 full-time employees, including all bus operators and maintenance staff. Most functions related to service planning, scheduling, technology and fleet management are performed by ATC’s Department of Planning & Technology. Additional functions such as day-to-day operations management and payroll administration are handled by ATC’s Department of Operations

DASH is currently utilizing an on-premise, client/server-based CAD/AVL system provided by Clever Devices Ltd. The system supports a range of operational and customer-facing functions, including real-time vehicle location tracking, monitoring of route status and schedule adherence, public-facing arrival information, onboard audio and visual stop

RFP: Computer-Aided Dispatch / Automatic Vehicle Location (CAD/AVL)

System Replacement announcements, automated passenger counting, and reporting on performance metrics such as on-time performance and running times.

The system is supported by onboard hardware originally procured and installed in 2015, with updated hardware deployed on select newer vehicles. Existing onboard CAD/AVL components include operator display units; logic units with integrated audio amplifiers and gyroscopes; antennas supporting GPS and wireless communications; interior passenger information displays; automated passenger counter (APC) units installed at vehicle doors;

and public address systems with interior and exterior speakers.

DASH currently operates two (2) generations of onboard logic units that are not physically compatible; however, both generations utilize a common software platform and shared databases.

System configuration, schedule data, and content updates are developed by DASH staff.

Quality assurance, staging, and deployment activities are supported by vendor staff with remote access to servers hosted in the City’s data center.

4. Objectives

DASH desires a long-term implementation partner, and not simply just a system vendor, that can provide an open architecture and scalable CAD/AVL solution. DASH is looking for a provider that has deployed a modern and scalable CAD/AVL system successfully.

Additionally, DASH desires a company with a forward-thinking and innovative approach, with a demonstrated ability to evolve alongside emerging technologies, data standards, and operational needs.

In addition, the objectives of this RFP include, but are not limited to:

4.1. Delivering effective, reliable, and timely services

4.2. Achieving operational efficiency and value

4.3. Ensuring compliance with applicable laws and City standards

5. Deliverables

Deliverables may include, as applicable:

5.1. Reports

5.2. Data outputs

5.3. Service performance results

5.4. Documentation

RFP: Computer-Aided Dispatch / Automatic Vehicle Location (CAD/AVL)

System Replacement

5.5. Other items identified by the Customer

DASH has identified the following list of contract deliverable submittals deemed as required. The selected Offeror shall be responsible for the development of the listed Contract Data Requirements List (CDRLs) to the satisfaction and approval of DASH. CDRL deliverable dates should be worked in conjunction and subject to approval by DASH after contract award. All contract deliverables should be provided in electronic format appropriate to the document (Microsoft (MS) Word, MS Excel, or Portable Document Format (PDF) will be accepted). DASH owns all deliverables. The CDRL’s for the Solution should include, but not be limited to the following:

• System design and architecture;

• Entity Relationship Diagrams (ERDs);

• Definition of all databases, tables, fields, elements etc.;

• Network components;

• Communication lines;

• Network communications services (e.g., frame relay, ISDN, etc.);

• Servers and workstations;

• Printers and other printing equipment;

• Operating system software;

• Application software; and

• Identification of any special needs for critical components.

6. Performance Period

6.1. Period of Performance

If an award(s) is made, the City will issue a Contract(s) for the implementation of the Solution, with an additional award for maintenance and support and warranty of one (1) year, with nine (9), one (1) year option periods after successful implementation of the Solution. A Contracting Officer shall have the sole option and discretion to renew the Contract by exercising the option periods, one (1) year at a time. [Renewal Options: See Part C - Special Terms and Conditions]

7. Offeror Responsibilities

The Offeror shall:

RFP: Computer-Aided Dispatch / Automatic Vehicle Location (CAD/AVL)

System Replacement

7.1. Perform services in accordance with the Contract

7.2. Provide qualified personnel

7.3. Meet required schedules and performance standards

8. Contractor Responsibilities

8.1. Provide a Project schedule within fourteen (14) calendar days after Notice of Award

8.2. Reporting – The Contractor must:

8.2.1 Submit monthly progress report summaries

• Percent complete

• Work performed during reporting period

• Work planned for the next reporting period

• Schedule impacts, if any

8.2.2 Comply and promptly notify the City if writing of:

• Delays

• Differing site conditions

• Safety incident

• Material shortages affecting the schedule

8.3. Training – The Contractor must:

8.3.1 Provide operational training for City personnel on installed systems, equipment, or controls.

8.3.2 Furnish manufacturer-recommended training for specialized equipment included in the Work.

8.3.3 Conduct on-site orientation for its employees and subcontractors regarding:

• Site safety rules

• City access requirements

RFP: Computer-Aided Dispatch / Automatic Vehicle Location (CAD/AVL)

System Replacement

• Coordination protocols

8.4. Coordination and Communication Responsibilities – The Contract must:

8.4.1 Coordinate all work with the City’s Project Manager and other contractors working on or adjacent to the site.

8.4.2 Attend meetings as required by the City.

8.4.3 Provide advance notice of activities that may:

• Disrupt City operations

• Affect the public

• Require utility shutdowns

8.5. Documentation and Recordkeeping

8.5.1 Contractor shall maintain current copies of all permits, licenses, and inspections required for the Work.

8.6. Safety and Compliance Responsibilities – The Contractor must:

8.6.1 Comply with all OSHA, VOSH, and applicable safety regulations.

8.6.2 Be responsible for site safety, including protection of workers, the public, and property.

8.6.3 Promptly report accidents, injuries, or hazardous conditions to the City.

8.7. Quality Control Responsibilities – The Contractor must:

8.7.1 Perform all Work in a good and workmanlike manner.

8.7.2 Promptly correct defective or non-conforming work at no additional cost to the City.

8.7.3 Coordinate required testing and inspections.

8.7.4 Be responsible for the quality of work performed by subcontractors.

8.8. Deliverables - The Contractor must:

8.8.1 Submit:

• Warranties and guarantees

RFP: Computer-Aided Dispatch / Automatic Vehicle Location (CAD/AVL)

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• Operation and maintenance manuals

9. System Requirements Overview

For the purposes of this RFP, DASH has identified the following functionalities as the baseline requirements of a future CAD/AVL Solution being proposed. Additional requirements are outlined in subsequent sections.

9.1. Baseline Requirements

9.1.1. Service Monitoring. A daily operations management module which allow operations staff to monitor real-time bus locations and service reliability in multiple formats (e.g., bus location maps, service reliability indicators, headway management graphs, event tables, etc.).

9.1.2. Service Management. A daily operations tool which would facilitate service management, to include but not be limited to headway management, on time performance, restoration of service, and modification of service.

9.1.3. Incident Management. An incident management module to allow operations staff to adjust service in real-time with automated communications to operators and customers regarding any service impacts, detours, or missed stops.

9.1.4. Onboard Operator Displays. Onboard displays that provide operators with real-time information about location, route, schedule adherence, and service alerts while allowing operators to communicate with operations management staff.

9.1.5. Onboard Customer Displays. Ability to integrate with on-board display systems that show upcoming stops, real-time arrival predictions, connections, alerts, and detours.

9.1.6. Onboard Announcements. Automated voice announcement system (AVAS) and interior signage for upcoming bus stops, service alerts, and general customer advisories.

9.1.7. Destination Sign. Automated destination sign management for exterior customer signage displaying basic service information (e.g., route, destination, messages, etc.) with ability to integrate with existing destination sign equipment.

9.1.8. Automated Passenger Counters. System’s ability to integrate with existing automatic passenger counter (APC) equipment, including the potential for real-time load information.

RFP: Computer-Aided Dispatch / Automatic Vehicle Location (CAD/AVL)

System Replacement

9.1.9. Real-Time Arrival Predictions. Provision of real-time bus arrival information that can be consumed by internal and external parties through vendor’s native platform and through reliable General Transit Feed Specification – Realtime (GTFS-RT) feed.

The GTFS and GTFS-RT shall follow these specifications:

https://developers.google.com/transit/gtfs/reference; and https://developers.google.com/transit/gtfs-realtime/reference.

9.1.10. Yard Management. A yard management module that allows Operations and Maintenance staff to easily locate vehicles within the yard and to update or view their availability for service in real-time. This will require an integration or acceptance of an Application Programming Interface (API) with existing fleet management solution (Fleetio). The module should be able to apply status of buses and automatically update in Fleetio.

9.1.11. CAD/AVL Playback. System’s ability to review and play back historic

CAD/AVL maps and activity for investigations, service analyses, or customer inquiries.

9.1.12. Transit Signal Priority. System’s ability to integrate with third-party Traffic Signal Prioritization (TSP) technology to provide input parameters for TSP optimization.

9.1.13. Reporting. System’s ability to automatically track and report service statistics, including ridership/APC data, events, actual revenue hours and miles, and missed trips for National Transit Database (NTD) reporting.

9.1.14. Technical Support. System will require comprehensive technical support agreement to ensure that any issues or outages can be addressed quickly for minimal downtime.

9.2. Additional Requirements

The following describe additional requirements that are being requested for the CAD/AVL Solution.

9.2.1. System Overview

No minimum requirements are specified for platform architecture or overall system design. DASH remains open to considering different platform types provided that the minimum requirements are met. Offerors are encouraged to provide specific information about the design and configuration of their solution within the System Requirements Matrix.

https://developers.google.com/transit/gtfs/reference https://developers.google.com/transit/gtfs-realtime/reference

RFP: Computer-Aided Dispatch / Automatic Vehicle Location (CAD/AVL)

System Replacement

9.2.2. Reporting

Reporting functions of the Solution shall include both standard and customizable reports. Reports shall be exportable into easily editable formats, easily printable formats, and raw, machine-readable formats.

9.2.3. Data Import/Export and Integrations

The Solution shall be able to send data to, and receive data from outside platforms. Offerors should demonstrate a willingness and ability to work collaboratively with other vendors to provide functionality for other applications, or benefit from functionality of other applications, based on system data.

9.2.4. Training and Support

The selected Offeror shall provide regularly updated documentation that can be utilized by various user groups to understand operation of the Solution’s features and functions. Documentation shall explain all available options throughout the Solution, and updated documentation shall be supplied at every major program or feature release.

Following implementation of the CAD/AVL system, the selected Offeror shall schedule in-person trainings to review all functionalities of the Solution with ATC (DASH) staff at agreed upon schedule. Multiple sessions may be required to accommodate larger staff groups. Ongoing training opportunities should be available and can be conducted virtually.

Within twenty-four (24) hours of DASH notification, the Contractor shall be responsible for acknowledging and providing recommendations for addressing any issues that prevent the use of the system.

Customer Support services will be needed during DASH’s normal business hours (Monday through Friday, 7:00 a.m. to 7:00 p.m., Eastern Standard Time); however, the Contractor shall be able to provide after hours support services as well. The DASH Administration office is closed on Saturdays and Sundays and City-observed Holidays, while DASH Operations is open twenty-four (24) hours per day / seven (7) days per week.

9.3. System Requirements Matrix

The intent of the System Requirements Matrix, provided as Attachment I of Part G, is to help ATC (DASH) staff understand areas where the proposed solution differs from functional and technical criteria; where a more cost-effective alternative may be considered; and what modifications to the technical criteria may be beneficial to the agency. Please note that all items shown as “Required” have been

RFP: Computer-Aided Dispatch / Automatic Vehicle Location (CAD/AVL)

System Replacement determined by DASH to be the minimum requirements that is being requested for the CAD/AVL Solution .

It is expected that every Offeror may have exceptions to the technical criteria that are not considered to be “Required” in the System Requirements Matrix, and all Offerors are encouraged to identify these exceptions or areas where an alternative or partially compliant approach is being proposed in the “Comments” section of the System Requirements Matrix.

Offerors are encouraged to reference specific sections and page numbers in their proposal that describe more fully the features called for in the System Requirements Matrix. However, only the technical criteria language used in this document, the Offeror’s responses and comments on the System Requirements Matrix, and/or specific alternative identified (if accepted) will be used as the basis for negotiating a final Contract with the Offeror that has been determined by the Selection Advisory Committee (SAC) to have submitted the best proposal and provides the best value for DASH.

9.4. Implementation Timeline

Offerors shall provide implementation timeline that identifies the amount of time required for initial set-up, configuration, testing and deployment of the basic scope requirements. Information on any subsequent implementation phases (i.e., Any Items Required for Future Deployments) should also be provided. All timeline information should be provided in terms of weeks or months from issuance of Notice to Proceed (NTP).

9.5. Solution Requirements

9.5.1. Software License

9.5.1.1. DASH is requesting that Offerors provide unlimited licenses for each software module. If the Offeror cannot provide unlimited licenses, then, the Offerors shall state the number of licenses that will be provided for each software module deployment within the Cost Proposal.

9.5.1.2. Offerors shall have ownership of all licenses and intellectual property rights to the Solution.

9.5.1.3. The Solution shall comply with all applicable laws.

9.5.1.4. The software license shall not have a termination date. All software licenses shall be perpetual, surviving bankruptcy, sale, merger, or dissolution of any entity providing software to the City. The City requires operations and server infrastructure housed in multiple municipal facilities.

RFP: Computer-Aided Dispatch / Automatic Vehicle Location (CAD/AVL)

System Replacement

9.5.2. Software Module Setup and Training

9.5.2.1. For each module that is implemented, the Contractor shall work with DASH to address all issues while going through the configuration, setup, validation, and testing processes. DASH will need to confirm that all features are working as expected and that the existing route/schedule data has been imported successfully. Any deficiencies, defects, or issues identified during acceptance testing, the Contractor shall correct at no additional cost to DASH and resolve to DASH’s satisfaction prior to final system acceptance.

9.5.2.2. The Contractor shall have the requisite trained personnel that can assist in the successful implementation of the Solution and assist with City/DASH personnel with learning all features of the Solution.

9.5.2.3. In addition to what is stated in section 9.2.4., “Training and Support”, DASH requires training materials and the provision and completion of training sessions for all relevant software users.

9.5.3. Project Management

9.5.3.1. This task shall include, but not be limited to the following deliverables: a work plan/schedule for all implementation activities; holding of regular meetings during the implementation process; and successful launching of new scheduling software.

Any meetings may be conducted virtually, if needed.

9.5.4. Software Maintenance and Technical Support

9.5.4.1. DASH is requesting that Offerors provide one (1) year of software maintenance and technical support at no additional charge. If this is not possible, Offerors shall provide the cost for software maintenance and technical support within their Cost Proposal. Additionally, Offerors shall provide their costs for software maintenance for years 2 through 10.

9.5.4.2. This task will include, but not be limited to troubleshooting any issues/errors with the software; providing the latest version or updates to the software module; elimination of any obsolete features; and any recommended optimizations.

9.5.4.3. For additional information on technical support, please refer to section 9.2.4., “Training and Support”.

RFP: Computer-Aided Dispatch / Automatic Vehicle Location (CAD/AVL)

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9.5.5. Warranty Provisions

9.5.5.1. General Warranty: Contractor warrants that the Goods and Services furnished hereunder will conform to the requirements of this Contract (including all descriptions, specifications and drawings made a part hereof), and such Goods will be merchantable, fit for their intended purposes, free from all hidden defects in materials and workmanship and to the extent not manufactured pursuant to detailed designs furnished by the City, free from hidden defects in design. The City’s approval of designs or specifications furnished by Contractor shall not relieve the Contractor of its obligations under this warranty.

9.5.5.2. One Year Continuing Warranty; Equipment Warranties: In addition to any specific warranty required by the Contract Documents, Contractor warrants all Work against defects in material or workmanship for a period of one (1) year from the date of Acceptance, unless specified otherwise. Contractor shall secure and assign to the City all written warranties of equipment or materials furnished to Contractor or its subcontractors by any manufacturer or supplier.

9.5.5.3. A warranty is also sought for both the software and

implementation services. It is assumed that Offerors have priced their services to recognize these warranty provisions.

9.5.5.4. Commencement of Warranties: All periods of warranty, and periods of manufacturers’ product and/or equipment warranties shall commence on the date of Acceptance of the Solution after all necessary testing have been completed and shall extend for a minimum period of one year thereafter.

9.5.5.5. Successors and Assigns: All warranties, including special warranties specified elsewhere herein, shall inure to the City, its successors, assigns, customer agencies and users of the Goods or Services.

9.5.5.6. The Solution shall not contain any undocumented features whereby there is no documentation available.

9.5.5.7. The Solution will perform in accordance with specified metrics for response time and availability.

9.5.5.8. The Solution must be scalable in order to account for the requirements of future deployments and increase workload.

RFP: Computer-Aided Dispatch / Automatic Vehicle Location (CAD/AVL)

System Replacement

9.5.5.9. The Solution shall be free of any known viruses or harmful codes.

9.5.5.10. Offerors shall have safeguards in place to protect the sensitivity of the City/DASH information.

9.5.5.11. The Contractor shall be able to remedy all errors or defects that arise with the configuration, setup, validation, and utilization of the Solution within a timely manner.

9.5.6. Software Hosting

9.5.6.1. General System Requirements

9.5.6.1.1. The City expects to utilize commercially available systems that have been implemented successfully by other public sector agencies. The City does not intend to procure software or systems that have not been fully tested and deployed in live operational environments of similar size and activity level.

9.5.6.1.2. The City will accept proposals to either host software solutions in the City’s on-premise environment or in a cloud-hosted environment provided by the Offeror.

The Offeror may choose to offer either or both of these hosting solutions. Specific requirements for each option are as follows:

On-Premise: The City’s server environment is virtualized using Dell’s VMware solution. The City requires that the selected Offeror has installed systems at an active client site in a similar environment. The City will provide hardware and networking.

o The City requires DevOps for load-balanced and high-availability architecture to ensure agility for controlled configuration, patch, and change management activities without impacting operations.

o The City requires integration with the City’s Security Information and Event Management (SIEM) tool for monitoring and alerting for risk management towards Confidentiality (compromised accounts and privileged access/identity and access

RFP: Computer-Aided Dispatch / Automatic Vehicle Location (CAD/AVL)

System Replacement management), Integrity (logs for changes to data sets by whom, when, and where, whether application or database levels), and Availability (backups, performance monitoring, etc.). Additionally, the Contractor shall be to provide us with their methodology on how they would capture security related events using either of the following options:

A way to send events via Syslog;

A way to capture events via Application

Programming Interface (API); and/or

A way to query events via a database connection o Application Performance Monitoring (APM) integration capability is required to ensure performance issues and baselines are established for root cause analysis and remediation efforts for optimal Recovery Time Objectives (RTOs) to identify location (database, application, web, network, server/client, etc.).

o The Offeror must complete the City of Alexandria’s Cloud Vendor Assessment Tool (CACVAT) (On Premise) spreadsheet, provided as Attachment L of Part G.

Public Cloud-hosted: The Offeror may host its application within a secure public cloud environment that meets the IT security requirements documented provided in Exhibit H of Part K. The Offeror must provision and manage the hosted environment.

o Prior to commencement of work, the

Contractor shall complete the City’s software as a service (SAAS) agreement, provided as Exhibit L of Part H. The Offeror is encouraged to review thoroughly, and address security requirements described therein.

RFP: Computer-Aided Dispatch / Automatic Vehicle Location (CAD/AVL)

System Replacement o The Offeror must ensure single-tenant (no multi-tenant) instances for client isolation from others.

o Prior to commencement of work, the Contractor shall complete the CACVAT (Cloud) spreadsheet, provided as Attachment M of Part G. The Offeror is encouraged to review thoroughly, and address security requirements described therein.

o Describe the method and tools that would be used to diagnose performance issues since there could be several causes with cloud-based applications.

Either solution must meet the City’s IT security and other requirements as documented in Attachments L and M of Part G and Exhibits J, K and L of Part H.

User authentication must satisfy SSO/SAML requirements with the City’s Identity Provider (Active Directory, Azure AD) to allow for two-factor authentication (2FA) (Duo) compatibility for Identity and Access Management controls to confidential data.

For the on-premise solution, the software source code shall be delivered to the City upon system acceptance or placed into an escrow account by the Contractor. The City shall be named as the account holder. This requirement is intended to safeguard the City should the Contractor, or subcontractors, cease to exist as a viable business entity. Expenses incurred to establish and maintain the escrow account shall be incurred by the Contractor and shall not be passed on to the City.

The Contractor shall provide an enterprise site license, subscription fee, or similar licensing option that includes options for licensing up to an unlimited number of workstations, mobile devices, and web-based devices for all software applications deployed as part of this

RFP: Computer-Aided Dispatch / Automatic Vehicle Location (CAD/AVL)

System Replacement procurement. The Offeror shall describe licensing options included with this procurement.

The Contractor shall provide a complete Data Dictionary for all data tables as a deliverable prior to the Go-Live date.

The Contractor needs to demonstrate backup and/or failover capabilities.