25540_Addendum_1_Quesitons.pdf

HillsboroughSchools.org • P.O. Box 3408 • Tampa, FL 33601-3408 • (813) 272-4000 Raymond O. Shelton School Administrative Center • 901 East Kennedy Blvd. • Tampa, FL 33602-3507

Superintendent Van Ayres

PROCUREMENT SERVICES

ADDENDUM TO COMPETITIVE SOLICITATION

October 31, 2025

Competitive Solicitation No. and Name: 25540-RFP-DST Computerized Maintenance and Enterprise Service Management System

Addendum #: 1

NOTICE TO ALL POTENTIAL BIDDERS/PROPOSERS/RESPONDENTS

The above-referenced competitive solicitation is modified as outlined in this addendum. The original competitive solicitation documents and any previously issued addenda remain in full force and effect, except as modified by this addendum, which is hereby made part of the competitive solicitation. Respondents must consider this Addendum when preparing and submitting their bid/proposal/quote/reply.

1. Questions and Answers

The following questions and answers are provided as a matter of information to clarify issues raised regarding the competitive solicitation. To the extent that changes to the competitive solicitation are required based on the questions received, the competitive solicitation has been modified as noted above in the competitive solicitation section of this addendum.

Question Answer

How many agents/ fulfillers will be utilizing the centralized ESM platform? Many platforms are licensed based on the number of agents (rather than end user), so this will assist in providing accurate license pricing.

Additionally, does HCPS intend to stage the roll out of the new platform per Department, or will it look to roll it out to all stakeholders as part of one project?

Without understanding the license features and types of licenses available such as approver, light use, or limited user license we cannot give exact numbers.

Demographics were provided to assist respondents. A conservative estimated number for standard full agent licenses would be 1500. This number will scale up or down depending on license structure.

The project will start with the replacement of the current facility maintenance management system. Knowledge transfer from this process will be used to implement the other divisions/departments.

Would the County be open to an asset management and work order management system with APIs to meet the needs of the Public School system? And is K-12 experience necessary or can proponents demonstrate experience with facilities/asset management in other areas?

Yes, API access will be considered but must be included in the total solution and fully supported by the vendor and seamless to the end-users.

K-12 experience is preferred but demonstrated equivalent or larger scale deployments will be considered.

What kind of IT assets is the District looking to manage within the proposed system?

Computer resources (laptop, desktop, tablet, phone), interactive panels, audio systems, applications and dependicies, carts, projectors. Assets in this system would not be limited to technology assets, as it will serve multiple divisions and departments.

Hillsborough County Public Schools Page 2 of 14 25540-RFP-DST Computerized Maintenance and Enterprise Service Management System

Does the District have in-house resources to build and maintain the required middleware and integrations requested?

- If not, should vendors include pricing for these services in our bid?

This will depend on the low-code/no code or language used. Heavy customization or propiertary languages will not be considered. Initial implemntation, setup and training of these system must be included.

If vendors are missing items within 1.7 - Mandatory System requirements, are they automatically disqualified from evaluation?

It will be considered but ranked accordingly to others that can supply full feature sets.

Can you confirm the Systems you want to integrate between the proposed system?

Representative application were noted in section 1.5.

This is will need to integrate with existing and future applications. A listing of successful integrations will assist the voting committee.

Has the District seen any demos of potential solutions prior to release of the RFP? If so with which firms?

The District has had experience with several systems in past, CA, Cherwell, Ivanti, Freshworks, Symantec, HP servicemanager, WebTMA.

Is the District using a consultant for this RFP? If so, who and will they be involved in vendor selection?

Internal staff for RFP and selection.

Which ITSM solution are you using today and replacing? We are using Freshworks.

• Please describe how many users will need licenses.

We’ll need to understand how many technicians will be in the system working the lifecycle of a ticket or change. No licenses needed for end users or approvers. Do you have a preference for fixed or concurrent licenses? How many fixed/named licenses would you anticipate needing? How many concurrent licenses would you need? If you could chose a mix of name and concurrent licensing, how many of each would you need?

Without understanding the license features and types of licenses available such as approver, light use, or limited user license we cannot give exact numbers.

Demographics were provided to assist respondents. A conservative estimated number for standard full agent licenses would be 1500. This number will scale up or down depending on license structure. Concurrent licensing would be beneficial. license cost scaling would be beneficial for the evaluators.

For professional services pricing: Which of these modules/processes will be in phase 1 of your new ITSM solution implementation: incident management, service request management, change management, asset management (hardware and/or software), knowledge management, CMDB?

All of these will be part of the ITSM migration, but facilities management will be the first area for implementation.

For professional services pricing: How many different types of service requests will you want configured in your new ITSM solution? What is the level of complexity on each of these requests and number of approvals and steps in each request?

This will vary depending on the area and type of request.

Complexity will also be determined by the ease of the system proposed.

How much and what type of data do you want migrated into the system?

Existing and closed tickets with notes, attachments, submission requests, and audit logs.

Do you have knowledge articles in your system today which you want migrated into the new ITSM solution?

Yes.

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How many change types do you have? How much complexity have you built around the change types (approvals, etc)?

4 basic change types but this will increase with new divisional workloads. Approval processes are based on CABs with multiple levels of approvals, and varied requirements for approval, such as majority, first responder.

Have you built employee onboarding and offboarding automation? If so, is this integrated into your HR system?

If so, please list which HR system.

Infor is our HR system provider.

Are you offering service management outside the scope of IT support today such as HR service management, facilities service management, legal, etc? Would you be bringing those departments onto the new ITSM solution as well in phase one?

Yes, Section 1.5. Facilities management will be starting point.

Is the HCPS using a Purchase Order system connected into Accounts Payable? Is the idea for the AM system to trigger the PO system.

This functionality currently exists within the ERP. If an workflow effeciency can be drive from the request through the PO process integrations will be considered.

For clarification, are the bus route tickets similar to managing service request types?

No, requester would be different and routing or workflow would be influenced by different requester type.

Can proponents use references other than school boards? Can references provide e-signatures for their forms?

Yes. Yes.

What does the HCPS want to see involving ITIL frameworks within the system?

System should align with ITIL frameworks and practices.

Describe HCPS`s openness to alternative proposals that present an Enterprise Service Management solution capable of integrating with third-party CMMS system.

Would maximum points still be attainable in phase 1?

A single platform approach is preferred. Any combinations may be considered but would need to be fully supported by the vendor and provide seemless access of movement between systems by the end-users of the system from the agent and requester standpoint.

How many user licenses will HCPS require for a new ITSM platform? To clarify, licenses are required for individuals who actively work on tickets – such as resolving incidents, fulfilling requests, managing changes, or participating in approval workflows.

Without understanding the license features and types of licenses available such as approver, light use, or limited user license we cannot give exact numbers.

Demographics were provided to assist respondents. A conservative estimated number for standard full agent licenses would be 1500. This number will scale up or down depending on license structure. Concurrent licensing would be beneficial. license cost scaling would be beneficial for the evaluators.

How many computers, laptops and servers is HCPS looking to track and automatically discover through a discovery service?

Approximately 300K compute devices, 15K interactive panels, 20K Access points, 14K switches, along with associated parts.

Can you provide a list of all departments that will need Chatbot/AI functionality?

No, this would depend on the functionality it provides and who it is geared towards.

Hillsborough County Public Schools Page 4 of 14

Submitters/requestors/public compared to agents workers.

In regards to requirement 1.7.5, will HCPS elaborate on the types of functionality they are looking for when it comes to integrating with the ERP, BMS, IoT, GIS, Access Control and Project Management tools?

What basic functionality do you offer in those types of applications, and what out-of-the-box integrations are offered? An example of integration would be updated inventory from a parts order or store would update inventory quantity in Infor. Thermostat schedule changes and approved temperature ranges would flow to environmental control system. GIS placement of camera's, signs, etc are updated based on requests.

Access control would be requests similar to the thermostat requests.

Could you elaborate on the types and format of data HCPS would like to migrate into a new solution? (ie.

tickets, projects, file attachments, etc)

Tickets, their corresponding fields, attachments, etc., should all be migrated.

Is your organization currently using ServiceNow? If yes, for how many years and across which modules?

No.

Is there data migration from legacy systems, including validation and reconciliation?

Yes.

The proposal references a cost of $500,000 — is this amount for maintenance only, or does it include licensing costs?

That should be inclusive of first year implementation, license and support.

For the Core Features listed in this solicitation (e.g., Asset Management, Work Order Management, ITSM, Preventive Maintenance, Analytics), what has been developed to date and what remains under development?

This is a new deployment, and all processes will be migrated to the new platform. There should be no loss of primary functionality.

Could the District clarify whether it expects a single unified platform or whether a federated/integrated approach (e.g., facilities platform + ITSM platform) is acceptable?

A single platform approach is preferred. Any combinations may be considered but would need to be fully supported by the vendor and provide seemless access of movement between systems by the end-users of the system from the agent and requester standpoint.

Is Facilities or IT the main priority of the system and which area will be considered the priority to deliver to

HCPS

Facilities management is the primary with associated systems; the ITSM system may be migrated later in the implementation.

Which service domains beyond IT and Facilities are expected to be managed in this enterprise system (e.g., HR, transportation, safety/security, capital projects)?

See section 1.6.1.

Of the listed integrations (Infor, Focus, Facilitron, GIS, building automation, etc.), which are mission-critical at go-live, and which may follow in later phases?

Facilities management is the primary with associated systems.

Hillsborough County Public Schools Page 5 of 14

Does the District have established API access or middleware for these systems, or will vendors be expected to build custom connectors?

Solution provider must provide the API to match current functionality, but depending on the system the API will be created by the respondent, but if existing API is available that may be leveraged.

Is the District seeking a single sign-on (SSO) environment leveraging Active Directory or other identity management systems?

Yes, SSO is a requirement.

How does the District currently synchronize user, asset, and location data between Infor and other platforms?

Automated system generates ID to active directory and synced with IDP.

Will all the data (Facility Assets, IT Assets, Space Information, etc) be provided?

Yes.

Does the Data need to be modified or scrubbed? Potentially, depending on capabilities of the system and fields.

Will History need to be added to the system? If So, Please provide additional details on the requirements.

This will vary by system.

Does the District have a target budget range or funding allocation for software and implementation separately?

See section 1.2.1.

Should proposals include multi-year pricing for hosting, support, and renewals (e.g., 3- or 5-year TCO)?

See section 1.3.1.

Approximately how many active system users and mobile technicians will need accounts at go-live?

Without understanding the license features and types of licenses available such as approver, light use, or limited user license we cannot give exact numbers.

Demographics were provided to assist respondents. A conservative estimated number for standard full agent licenses would be 1500. This number will scale up or down depending on license structure. Concurrent licensing would be beneficial. license cost scaling would be beneficial for the evaluators.

How will end-users submit requests (portal, email, phone, mobile app, all of the above)?

All of the above are desirable and will be part of evaluating system features.

What level of training and ongoing support does HCPS expect — self-service e-learning, in-person, train-the-trainer, or vendor-led?

In-person training initially. Train the trainer is the primary initial training with limited in person training for techs and end users that can be leveraged as video recordings and documentation for future knowledge based articles to be posted.

Are you looking for a SaaS Based deployment off-site or On-site?

All hosting options will be considered.

Would HCPS consider extending the due date of the RFP response?

No.

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Do you require the services and training to be provided on-site or can it be performed remotely?

On-site preferred but a-synchronous will be considered.

Please describe in detail how HCPS currently utilizes TMA or other system for HR and how you plan to use the new system to support this area.

WebTMA is a facilities management platform and not used for HR. HR currently has some processes utilizing Freshworks.

Please describe in detail how HCPS currently utilizes TMA or other systems for Finance and how you plan to use the new system to support this area.

WebTMA is a facilities management platform and not used for Finance. Finance currently has some processes utilizing Freshworks.

Please describe in detail how HCPS currently utilizes TMA or other systems Information Technology and how you plan to use the new system to support this area.

WebTMA is a facilities management platform and not used for IT. IT fully utilizes Freshworks.

Please describe in detail how HCPS currently utilizes TMA or other system for Nutrition/Food Services and how you plan to use the new system to support this area.

TMA not used, in-house system is used, but Student Nutrition would be utilized to monitor down walkin coolers, request assistance with point of sale systems, potentially communicate food order requests, and other metrics for reporting.

Please describe in detail how HCPS currently utilizes TMA or other system for Transportation and how you plan to use the new system to support this area.

TMA not used, a current ticketing system is not used.

Transportation is looking to use the system to report and track parent and student issues. Also, a tool to report praise reports for drivers doing a great job.

Please describe in detail how HCPS currently utilizes TMA or other system for Grants and how you plan to use the new system to support this area.

Not used, looking for efficient workflows.

Please describe in detail how HCPS currently utilizes TMA or other systems for Academic Services and how you plan to use the new system to support this area

Not used, participates in governance through Freshworks.

Please describe in detail how HCPS currently utilizes TMA or other system for Safety and how you plan to use the new system to support this area

Solid Rock, tracking inspections and reports.

Is there a list of functional requirements that need to be provided in our response? If so, please describe the area in the RFP or is there a list. , please describe the area in the RFP, or is there a list?

See RFP, segregated workspace, and rulesets, approval processes and workflows for individual departments, with the ability of role based access, with end user experience and ease of use being the top priority outside of fundamental functionality.

Please describe in detail how HCPS currently utilizes TMA or other systems for Construction and how you plan to use the new system to support this area.

Not currently used, however construction is looking to track projects, schedule punch list site walks, warranty walks, and vendor or contractor communication.

What involvement will your staff be involved with the implementation?

Directly from workflow design through UAT.

Will this be a Consolidated help Desk? If Departmental, list departments?

Yes, see section 1.6.1.

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Please provide the improvements of Reporting and Accountability HCPS is to achieve with the system.

Respondents should provide how their system will improve reporting and accountability.

How many IT Assets need to be managed by the system?

Please provided a broad list of the IT assets that are to be maintained.

Approximately 300K compute devices, 15K interactive panels, 20K Access points, 14K switches along with associate parts, cameras, document cameras, and projectors.

Technical question

1. Integration Priorities: Could you confirm the total number of third-party tools expected to be integrated with the new system?

No, we are looking for systems that will integrate not only with our current systems but also forward looking. A provided list of integrations will help evaluators.

Technical question

2. Data Migration Scope: Should data from the MR Software Main System be migrated and decommissioned, or does HCPS prefer to integrate it with ServiceNow?

Migrate to the new system.

Technical question

3. Accessibility Compliance: The RFP references accessibility compliance—can you confirm whether HCPS follows Section 508 standards or WCAG 2.1 Level AA guidelines?

The state of Florida, like other states, must comply with t he WCAG 2.1 Level AA guidelines for digital accessibility u nder the Americans with Disabilities Act (ADA) Title II.

Technical questions

4. Cybersecurity Compliance: Beyond ISO 27001, does HCPS also require compliance or documentation for SOC 2 Type II, FERPA, or HIPAA standards?

Yes.

Technical questions

5. Encryption Policy: Should encryption cover backup data and mobile storage devices, or only data at rest and in transit?

Backup data and mobile storage.

Technical questions

6. Disaster Recovery Expectations: What Recovery Time Objective (RTO) and Recovery Point Objective (RPO) targets does HCPS expect?

RTO of 24 hours, RPO of 4 hours.

Technical questions

7. API and Integration: Does HCPS has any Middle Layer for API Integrations?

Solution provider must provide the API to match current functionality but depending on the system the API will be created by the respondent, but if existing API is available that may be leveraged.

Technical questions

8. AI and OCR Features: For optional AI or OCR functionalities, are there any data privacy restrictions or prohibitions against using cloud-based AI services?

Data cannot be used to train any data language models.

All data captured is sole use for HCPS.

Technical questions

9. Service Catalog Configuration: How many services catalog should be configured as part of the implementation?

We currently have 10 catalogs developed, but there will be more with the onboarding of additional departments in the roadmap.

Hillsborough County Public Schools Page 8 of 14

Technical questions

10. Accessibility for Diverse Users: The RFP mentions accessibility for diverse user needs—could you elaborate on what “diverse users” refers to in this context?

The state of Florida, like other states, must comply with t he WCAG 2.1 Level AA guidelines for digital accessibility u nder the Americans with Disabilities Act (ADA) Title II.

Non-technical question

1. Is there a maximum file size or number of documents allowed for upload through VendorLink during proposal submission?

Please contact VendorLink.

Non-technical question

2. Should pricing be presented as a task/module-based breakdown, milestone-based payments, or an annual subscription model with separate implementation cost?

Yes.

Non-technical question

3. The RFP references section 1.9 on pricing adjustments—can HCPS clarify whether CPI or market index increases are considered during renewal periods, and if so, what percentage cap applies?

Price/Rate Provision. All pricing shall be quoted FOB (Free on Board) inside delivery to the requesting location. The prices and rates submitted are expected to remain firm for the contracted term or as mutually agreed at each renewal period (if any). However, fluctuating market conditions may affect the Contractor’s ability to maintain the agreed prices. Therefore, the Contractor may request a price adjustment based on verifiable market changes before the end of the initial term or each renewal period, provided that such adjustments are valid for the upcoming renewal period. This price adjustment is subject to approval by HCPS. All requests for price adjustments must be submitted in writing to HCPS Procurement Services, accompanied by substantial documentation. This documentation should include, but is not limited to, applicable market indexes for the affected product or service, the Consumer Price Index (CPI) published by the U.S. Department of Labor, and any other relevant supporting documentation. The price adjustment shall not exceed the price index reported by the Department of Labor. HCPS will review all requests for price adjustments and reserves the right to reject or modify any request as deemed necessary in the best interest of HCPS, providing appropriate documentation to the Contractor. If mutually agreed, the price adjustment(s) shall be valid for the next contract and/or renewal period unless the adjustment period is otherwise stated and approved by HCPS Procurement Services. The Contractor who is granted price adjustments must make these price adjustments valid for the Agreement renewal period. Price adjustments shall be subject to audit for validity and accuracy at any time by HCPS.

Non-technical question

4. Does HCPS require any type of bid, performance, or payment bond for this solicitation?

No.

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Non-technical question

5. Will out-of-state prime contractors qualify for Small Business Encouragement Program (SBEP) credit if they subcontract work to HCPS-registered local small businesses?

Yes. See section 2.5.1.

Non-technical question

6. Should addenda acknowledgments be submitted as separate attachments or consolidated into one signed document?

Both ways are allowed.

Non-technical question

7. Will HCPS issue a separate Master Services Agreement after award, or is the RFP document itself intended to serve as the governing contract?

The solicitation is the contract.

Non-technical question

8. What billing cycle does HCPS prefer for implementation—monthly progress payments, milestone-based billing, or quarterly invoicing?

Prefer annual, but all will be considered.

Non-technical question

9. After contract expiration, what is the required data-retention period for vendors before final destruction or transfer back to HCPS?

120 days.

Non-technical question

10. For any public-facing dashboards, what approval process must vendors follow before data is published externally?

The District must approve any public display of data prior to release.

Non-technical question

11. Does HCPS plan to conduct post-implementation review meetings or performance audits, and should vendors budget for participation in those reviews?

Yes, quarterly for the first year.

Non-technical question

12. Please confirm how HCPS intends to communicate with vendors post-submission and post-award.

The bid award will be posted via VendroLink. A member of Procurement will reach out to the awarded vendor.

Non-technical question

13. Will HCPS require vendor-led end-user and administrator training as part of scope, or will training be handled internally?

Yes, for initial rollout then internal training. Train the trainer is the primary initial training with limited in person training for techs and end users that can be leveraged as video recordings and documentation for future knowledge-based articles to be posted.

Non-technical question

14. Could HCPS please confirm the anticipated Board approval timeline after evaluation and award recommendation to help vendors align their implementation schedule and resource planning?

The estimated award date is in January.

Hillsborough County Public Schools Page 10 of 14

Please provide the total Square Footage in the school system to be maintained.

https://www.hillsboroughschools.org/

Please provide a breakdown of the HCPS User Access:

System Administrators:

Departmental Administrators:

IT Field Technicians:

Facility Maintenace Workers:

Vendors: Please Describe Vendor Access.

Service Requestors: Please describe the breakdown of service requestors – Admins, Teachers, Students, Parents, etc.

Please see section 1.6.2.

What is the timetable for the selection, start, and go-live of the system?

January award: May go live with first modules.

Has the county conducted demonstrations of solutions?

If so, which ones?

How many administrators are required?

Will there a requirement to migrate from the old system(s)?

Does the county have a timeline in mind for go live date?

No demonstration, but has had experience with several systems in past, CA, Cherwell, Ivanti, Freshworks, Symantec, HP servicemanager, WebTMA. We're looking to have 2-4 global adminisstrators, with the possibility of 1-2 departmental administrators. Yes, migration will be required for existing and closed tickets with notes, attachments, submission requests, and audit logs.

January award May go live with first modules.

Due to legal requirements, confidentiality obligations, and time constraints, our clients are often unable to complete a Business Reference Form directly. With the client’s formal authorization, would it be acceptable for us to provide a summary of their use case along with verified contact information in lieu of a completed Business Reference Form?

Business references are part of the required forms.

Does Hillsborough anticipate using the platform to track facilities-related contracts such as leases or other types of agreements tracked in document form?

Yes.

Will Hillsborough require a floor map interface for any of the functionality listed?

Yes.

Will the solution be used to track workspace and asset assignment for HCPS employees who work in an office setting?

Yes.

Is the solution expected to include helpdesk capabilities for HR as part of the initial Go-Live phase? Or will it require that as part of ongoing deployments?

Deployment starts with Facilities Management.

Will HCPS need the solution to capture Safety Incident tracking/reporting or other types of workplace hazards?

If so, does HCPS need to generate reports for OSHA?

Yes.

Hillsborough County Public Schools Page 11 of 14

1. System Inventory and Integration Scope

- Thank you for listing the current systems in use. Can you please confirm which of the following systems are expected to integrate with the proposed solution via API or data feed, and what type of data exchange is envisioned for each?

Infor (Finance/AP, HR), Foghorn, Facilitron, Freshworks, EFIS, Focus, GIS/Locator, C&E, Cameras, Centegix, PSAP, SNS, Transportation, Apptegy

- Can you confirm the GIS platform (Esri ArcGIS?) and desired integration points (asset mapping, space data, etc.)

2. API Integration Details

- Are any of these systems already connected through an existing middleware or integration platform (e.g., iPaaS, API Gateway, or Foghorn Edge)?

- Can the District share API documentation or data-exchange standards (e.g., REST, SOAP, CSV export, webhook, etc.) for these systems?

- Are the integrations intended to be one-way data pulls for reporting, or bi-directional (FMX updating or writing back data)?

3. Monitoring & Dashboard Clarifications

- For the requirement referencing “Live Service Status Dashboard capable of receiving real-time feeds from monitoring tools (e.g., SolarWinds, Nagios, SNMP traps)”:

- Which specific tools are currently active (SolarWinds, Nagios, both)?

- What types of systems are being monitored (network, HVAC, Wi-Fi, transportation, etc.)?

- Are SNMP traps currently configured, and if so, for which devices or environments?

Should the proposed dashboard display data from both these monitoring tools and the other listed systems (e.g., Foghorn, Centegix, Transportation)?

4. Dashboard Access and Visibility Does the District envision the dashboard providing:

- Internal views for operations staff only?

- Public or leadership dashboards (e.g., via Apptegy or web portal) showing summarized or anonymized data?

- Should the dashboard include drill-down functionality for specific asset types or alerts?

5. Can you please confirm the total number of students enrolled at Hillsborough County Public Schools?

Please provide a list of integration you provide. GIS is ESRI 2. Many of these will be net new. Ideally 2 way but 1 way will be considered 3. All of these are currently in use, Network, HVAC and other IoT devices, looking to integrate.

Are there any Facilities systems of record HCPS plans to keep and have the Enterprise Service Management solution integrate with?

Not integrate with, but information will need to be migrated from TMA.

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Please provide clarity on the types of physical assets to be tracked in the asset repository.

Traditional Facilities management, transportation, food services and IT related assets.

What are the biggest challenges and pain points faced by HCPS or compelling event driving the evaluation of a new enterprise service management platform.

Looking for efficient workflows across divisions and departments with simplified navigation and discoverability for end-users.

What technology is currently used for procurement of vendor services, assets (including inventory replenishment) and is there an expectation that the new system will interface with this technology in order to pass details required to create a purchase request or will the new system need to include purchase request/purchase order functionality?

These would be considered and evaluated.

Will the new system be utilized to capture OSHA incidents related to safety?

They may be captured and tracked for safety issues.

With respect to user demographics, are there additional details as to the expected nature of the work that each demographic is involved in across the various domains identified within the RFP.

This is too broad and varies by demographic and the context the user would be interacting within the system.

Respondents' expertise and experience in a large K12 environment.

How many vendors are engaged to perform maintenance activities currently and what is the communication process related to work execution, i.e. for new work or completed work?

Varies by date.

Do you have a need to manage space including but not limited to space planning and move management?

Yes.

What are the biggest challenges and pain points faced by HCPS or compelling event driving the evaluation of a new enterprise service management platform.

Looking for efficient workflows across divisions and departments with simplified navigation and discoverability for end-users.

What technology is currently used for procurement of vendor services, assets (including inventory replenishment) and is there an expectation that the new system will interface with this technology in order to pass details required to create a purchase request or will the new system need to include purchase request/purchase order functionality?

These would be considered and evaluated.

Will the new system be utilized to capture OSHA incidents related to safety?

They may be captured and tracked for safety issues.

With respect to user demographics, are there additional details as to the expected nature of the work that each demographic is involved in across the various domains identified within the RFP.

This is too broad and varies by demographic and the context the user would be interacting within the system.

Respondent's expertise and experience in a large K12 environment.

With respect to the facilities domain,

1. How many work orders are currently generated on a

7,000-10,000 of tickets, we're not currently tracking preventative maintenance or projects, however, will be

Hillsborough County Public Schools Page 13 of 14 monthly basis and how are these categorized in terms of break/fix vs preventative maintenance vs projects?

2. How is work routed to technicians in HCPS and are there preferences on how to route work in the future?

expanding that functionality to the new system. Tickets utilize location-based routing and managers assign individual tickets.

Please provide information related to requirements for the domains of transportation and logistics.

Respondents should demonstrate their capabilities in these domains.

Please provide additional details or expectations related to vendor and supplier catalog management.

Respondents should demonstrate their capabilities in these domains.

Is the estimated yearly budget for software license costs or implementation services or all inclusive?

Inclusive for licensing and support. Implementation and training may be considered.

How many IT staff members would be working on Incidents or Cases?

Approximately 300.

How many Field Service Techs are handling work orders for assest repairs etc

Approximately 1500 maintenance or field agents.

Are there any external (third parties, parents, students, contractors etc) opening Incidents or cases?

Yes.

How many end user computing devices are going to be tracked?

Approximately 300,000.

How many servers (physical and virtual)? 600.

Non-technical question

14. Could HCPS please confirm the anticipated Board approval timeline after evaluation and award recommendation to help vendors align their implementation schedule and resource planning?

January award: May go live with first modules.

How many servers (physical and virtual)? 600.

How many servers (physical and virtual)? 600.

Are vendors expected to provide personnel for on-site tasks, or is the scope limited to software setup and process management?

Onsite ofr

What are the key deliverables HCPS is expecting under the “services” section, for example, configuration, training, or operational support?

Configuration/implementation and training for both end user and system administration.

Can you prioritize the following departments by need for ticketing software and implementation priority? IT, Facilities, HR, Finance, IT, Nutrition Services, Grants, Academic Services

Facilities management will be the starting area, rolling into other areas of operations.

If the desired solution does not meet the expected budget would the district like vendors to minimize the

BAFO.

Hillsborough County Public Schools Page 14 of 14 scope of offering or provide our BAFO for the recommended solution that fits their request?

To better understand the operational landscape, can HCPS confirm whether Transportation maintenance, routing requests, or fleet service management fall within the intended scope of this solicitation, or if those functions are managed independently today?

Fleet services are not being considered.

How many servers (physical and virtual)? 600.

This Addendum shall be construed and governed by the laws of the State of Florida.

Sincerely, Erika James, Senior Procurement Officer

THE BIDDER/PROPOSER/RESPONDENT MUST ACKNOWLEDGE RECEIPT OF THIS ADDENDUM WITH YOUR

BID/PROPOSAL/REPLY ON THE FORM PROVIDED IN THE COMPETITIVE SOLICITATION.

1. Questions and Answers