35368 Addendum 5.pdf

Level 3 - Restricted

Form S003-B080715

ODOT Procurement Office 355 Capitol St MS 51 Salem, OR 97301

Telephone: 503-569-8456

Email: Erin.E.Lucas@odot.oregon.gov

Date: 09/25/2023

To: RFP # S-73000-00007613 (PCMS RFP #: 35368) Proposers

From: Erin Lucas, Procurement and Contracts Specialist

Re: RFP # S-73000-00007613 (PCMS RFP #: 35368) COMMERCIAL BACK-OFFICE TOLL SYSTEM

INTEGRATOR AND CUSTOMER SERVICE CENTER

ADDENDUM #5

to RFP # S-73000-00007613 (PCMS RFP #: 35368)

This Addendum modifies the Request for Proposal (RFP) document(s) only to the extent indicated herein. All other areas not changed or otherwise modified by this Addendum shall remain in full force and effect. This Addendum is hereby made an integral part of the RFP document. Proposer must be responsive to any requirements of this Addendum as if the requirements were set forth in the RFP. Failure to do so may result in Proposal rejection. See the RFP regarding requests for clarification or change and protests of this Addendum, and the deadlines for the foregoing.

The purpose of this Addendum is to: Update sections of the RFP based on requests from proposers, clarify sections of the RFP, and to make minor revisions.

Attachment A – Sample Contract has been revised to update minor errors in numbering of Exhibit A and A.1 and to add clarifying language to some sections. Changes in Attachment A are shown in legislative style using strikethrough font for deleted text and new text is indicated by bold and underline font.

Attachment E – Price Proposal is deleted in its entirety and replaced with Revised Attachment E – Price

Proposal. Revisions were made to update headers in the price proposal form.

Attachments F-M – Response Guides are deleted in their entirety and replaced with Revised Attachments F-

M. Revisions to response guides inserted a footer to each document.

Attachment N – Requirements Traceability Matrix is deleted in its entirety and replaced with Revised Attachment N – Requirements Traceability Matrix. Revisions were made to reflect sections that changed in the Business Rules and Exhibit J and J.1.

Exhibit J – CBOS Requirements has been revised to update SST.18, MA.58, IR.26 c and d, AP.5, and BO.13, changes are shown in legislative style using strikethrough font for deleted text and new text is indicated by bold and underline font.

Exhibit R – CBOS and CSC Business Rules has been revised to update BR.29 and BR.56c. Changes in Attachment R are shown in legislative style using strikethrough font for deleted text and new text is indicated by bold and underline font.

The below revisions to the RFP are indicated by strikethrough font for deleted text and new text is indicated by bold and underline font.

1.1 Introduction

Contract Duration: The Contract is anticipated to have two components, each with its own expiration date, one for the CBOS and a separate date for the CSC. The initial term of the CBOS component is anticipated to be 5 years with the option of 2 to renewals renew. of 5 years for each renewal (renewal dates may be more or less than 5 years as negotiated with Contractor) for a cumulative maximum of 15 years and aAn initial term of the CSC component is anticipated to be 3 years with the option to renew. of 2 renewals of 5 years for each renewal (renewal dates may be more or less than 5 years as negotiated with Contractor) for a cumulative maximum of 13 years.

1.2 SCHEDULE

The table below represents a tentative schedule of events. All times are listed in Pacific Time. All dates listed are subject to change. N/A denotes that event is not applicable to this RFP.

Event Schedule

Pre-Proposal Conference September 6, 2023 at 9:00am-12:00pm PST

(see section 4.2 for more information)

Questions / Requests for Clarification Due

14 21 calendar days prior to the Bid Opening Date in OregonBuys for this RFP

Answers to Questions / Requests for

Clarification Issued (approx.)

Estimated 7 14 calendar days prior to Bid

Opening Date in OregonBuys for this RFP

RFP Protest Period Ends 7 calendar days prior to the Bid Opening Date in OregonBuys for this RFP

Closing (Proposal Due) See Bid Opening Date and time in OregonBuys for this RFP

Opening of Proposals See RFP section 4.8

Presentations, Demonstrations, or

Interviews December, 2023

Issuance of Notice of Intent to Award Estimated 12 weeks following Bid Opening

Date in OregonBuys for this RFP

Award Protest Period Ends 7 calendar days after issuance of Notice of Intent to Award

2.2 DEFENITIONS AND TERMS

For the purposes of this RFP, capitalized words are defined in OAR 125-246-0110 or as defined below and in RFP section 1.3.2 - Crosswalk of Terms used In OregonBuys.

ACD – Automatic Call Distributor

ACH – Automated Clearing House

APIs – Application Programming Interfaces APM – Agency Project Manager

BCP – Business Continuity Plan BOC – Breakdown of Cost

CBOS – Commercial Back-Office System CCD – Commercial and Compliance Division

CMCB – Change Management Control Board ConOps – Concept of Operations

COTS – Commercial-off-the-shelf CRM – Customer Relationship Management

CSC – Customer Service Center CSR – Customer Service Representative CTOC – California Toll Operators Committee DMV – Driver and Motor Vehicle DOL – Department of Licensing DR – Disaster Recovery DRP – Disaster Recovery Plan

DSMS – Document Scanning and Management Solution DSS – Data Security Standards

ETC – Electronic Toll Collection FAQs – Frequently Asked Questions

FTP – File Transfer Protocol GAAP – Generally Accepted Accounting Principles GL – General Ledger ICD – Interface Control Document IVR – Interactive Voice Response MAO – Maximum Acceptable Outages MPC – Main Processing Center MWSDBE – Minority, Women-owned, Small, and Disadvantaged Business Enterprises NOCP – Notice of Civil Penalty NTE – Not to Exceed

NTP – Notice to Proceed OAM – Oregon Account Managers ODOT – Oregon Department of Transportation OReGO – ODOT Road Usage Charge Program OSs – Operating Systems OTP – Oregon Toll Program PA – Payment Application PCI – Payment Card Industry PII – Personal Identifiable Information

PM – Contractor’s Project Manager PMBOK – Project Management Institute’s Project Management Body of Knowledge

PMP – Project Management Plan QA – Quality Assurance

QC – Quality Control QMP – Quality Management Plan

QSA – Qualified Security Assessor REST – Representational State Transfer

ROC – Report on Compliance

ROV – Registered Owner of Vehicle RPO – Recovery Point Objective

RTM – Requirements Traceability Matrix RTO – Recovery Time Objective

RTS – Roadside Toll System RUC – Road Usage Charge

SIT – System Integration Testing SLAs – Service Level Agreements

SOAP – Simple Object Access Protocol SOC2 – Systems and Organization Controls 2 SOPs – Standard Operating Procedures SOW – Statement of Work TCP/IP – Transmission Control Protocol/Internet Protocol TDD – Telecommunication Device for the Deaf TTY – Teletypewriter

UAT – User Acceptance Testing USPS – United States Postal Service

V2X – Vehicle-to-Everything VPV – Virtual Private Network

W3C’s – World Wide Web Consortiums WRTOs – Western Regional Toll Operators

XaaS – As-a-Service XML – Extensible Markup Language

3.1 MINIMUM QUALIFICATIONS

To be considered for evaluation, Proposer must be a registered vendor in OregonBuys and Proposal must demonstrate how Proposer meets all requirements of this section:

3.1.1 CBOS Implementation and Maintenance

• Proposer must have successfully completed at least two one tolling Commercial Back-Office System implementation projects in the last 5 years, serving as the Prime Contractor or System Provider.

• One of these reference projects must be in Proposer must have a system in operation for a minimum of two years from the Project go live date, with the proposer providing the maintenance services.

o The projects must be on a similar or larger scale (in terms of transaction volume and system requirements) to that of the Work on this Project as identified in RFP Attachments; CBOS Statement of Work, and CBOS System Requirements

3.2.2 Proposal Page Limits

Proposal page limits are identified in the table below. Any pages exceeding the limits shown below will not be provided to the evaluation committee or considered in the evaluation.

Max page limit includes existing content/pages in each response guide.

Response Guide Page Limits Max Number of Pages

CBOS – Understanding and Approach Response Guide 40 55

CSC – Understanding and Approach Response Guide 40 55

CBOS – Proposer Solution Response Guide 60 90

CBOS – Security Proposed Solution Response Guide 5 20

CSC – Proposed Solution Response Guide 35 85

Firm Qualifications Response Guide 10 20

CBOS – Key Personnel Response Guide 5

CSC – Key Personnel Response Guide 5

3.2.3 Proposal Format

Proposal should follow the format and reference the sections listed in the Proposal Requirements section. Responses to each section and subsection should be labeled to indicate the item being addressed.

• Price information must be submitted via OregonBuys (see RFP section 3.3.3 for detailed format and submittal requirements).

• All other required submittal items must be submitted via OregonBuys in Adobe Acrobat (pdf) or

Microsoft Word (docx) format.

• Proposals must use 12-point minimum font size for the substantive text (including text in tables).

Proposers may use their discretion for the font size of other materials that do not include substantive text (e.g. graphics, picture or graphics captions, and organizational charts).

If Proposer believes any of its Proposal is exempt from disclosure under Oregon Public Records Law (ORS 192.311 through 192.478), Proposer shall submit a completed and signed Disclosure Exemption Certification (Attachment B) and a fully redacted version of its Proposal, clearly identified as the redacted version.

3.3.2 References

Provide references as instructed in Exhibit Attachment K – Firm Qualifications Response Guide.

References must be able to verify the quality of previous, related Work.

Agency may check to determine if references provided support Proposer’s ability to comply with the requirements of this RFP. Agency may use references to obtain additional information, or verify any information needed. Agency may contact any reference (submitted or not) to verify Proposer’s qualifications.

4.10.2.3 CBOS – Proposed Solution Response Guide Max Points: 280 290

Provide response in Attachment H as instructed in section 4.10.2 Evaluation Criteria and submit in OregonBuys as a separate PDF attachment (max pages 60)

4.10.2.3.1 Proposed Solution at Conceptual Level (Max Points 45)

4.10.2.3.2 System Expandability and Adaptability (Max Points 45)

4.10.2.3.3 Unique Features (Max Points 10)

4.10.2.3.4 System Requirements and Business Rules (Max Points 180 190)

4.10.2.3.4.1 Commercial Back-Office System (Max Points 10)

4.10.2.3.4.2 Account Management (Max Points 20)

4.10.2.3.4.3 Financial Accounting (Max Points 15)

4.10.2.3.4.4 Account Communication (Max Points 15)

4.10.2.3.4.5 Additional Back Office System Functions (Max Points 5)

4.10.2.3.4.6 Compliance (Max Points 10)

4.10.2.3.4.7 Transaction Processing (Max Points 15)

4.10.2.3.4.8 Customer Service Representative Functions (Max Points 10)

4.10.2.3.4.9 Customer Self-Service (Max Points 15)

4.10.2.3.4.10 Inventory Management (Max Points 5)

4.10.2.3.4.11 Management Reporting (Max Points 10)

4.10.2.3.4.12 Interfaces (Max Points 15)

4.10.2.3.4.13 Data Management (Max Points 10)

4.10.2.3.4.14 System Performance Monitoring (Max Points 10)

4.10.2.3.4.15 Network (Max Points 5)

4.10.2.3.4.16 Environments (Max Points 5)

4.10.2.3.4.17 Services Level Agreement (Max Points 15)

4.10.2.5 CSC – Proposed Solution Response Guide Max Points: 300 290

Provide response in Attachment J as instructed in section 4.10.2 Evaluation Criteria and submit in OregonBuys as a separate PDF attachment (max pages 35)

4.10.2.5.1 Proposed Solution at Conceptual Level (Max Points 45)

4.10.2.5.2 Expandability and Adaptability (Max Points 45)

4.10.2.5.3 Unique Features (Max Points 10)

4.10.2.5.4 CSC Operations Requirements and Business Rules (Max Points 200 190)

4.10.2.5.4.1 Facilities (Max Points 10)

4.10.2.5.4.2 Staffing (Max Points 10)

4.10.2.5.4.3 Training (Max Points 15)

4.10.2.5.4.4 Contact Center Management (Max Points 10)

4.10.2.5.4.5 Account Management (Max Points 20)

4.10.2.5.4.6 Correspondence Management (Max Points 10)

4.10.2.5.4.7 Case Management (Max Points 5)

4.10.2.5.4.8 Transponder Management (Max Points 5)

4.10.2.5.4.9 Business Continuity (Max Points 5)

4.10.2.5.4.10 Quality Assurance (Max Points 10)

4.10.2.5.4.11 GAAP (Max Points 20)

4.10.2.5.4.12 Cashier, Closeout, and Deposit Functions (Max Points 20)

4.10.2.5.4.13 Payments, Exceptions, Fees/Adjustments, Returned Payments and Refunds (Max Points 20)

4.10.2.5.4.14 Reconciliation (Max Points 20)

4.10.2.5.4.15 Bankruptcies and Write-Offs (Max Points 5)

4.10.2.5.4.16 Service Level Agreement (Max Points 5)

4.14.1 Interviews/Follow-up Questions/Product Demonstrations

If Agency determines interviews or follow-up questions/product demonstrations are necessary, Proposers in the Competitive Range will be invited to participate and the following will apply:

• A minimum of 3 evaluators will score the interviews/follow-up questions.

• The interviews/follow-up questions/product demonstrations will have a maximum score of 200 300 points.

• Interviews may be in person at a location determined by Agency; however, Agency may elect to conduct interviews via teleconference or video conference;

• As an alternative to interviews, Agency may elect to send follow-up questions via email to Proposers in the Competitive Range. Agency must receive Proposers’ responses to the follow-up questions by the deadline set forth in the email to Proposers. Agency may conduct face-to-face interviews if determined necessary.

• Further details regarding interviews or follow-up questions will be included with Notice of Competitive Range. In addition to any follow-up questions or interviews, Agency anticipates collecting a Breakdown of Cost (“BOC”) from all Proposers invited to participate in interviews/follow-up questions/product demonstrations. More information will be provided at the time of request for interviews/follow-up questions/product demonstrations.

5.3.2 Bonding

Prior to award, Proposer shall secure and demonstrate to Agency proof of performance and payment bonding as required in this RFP or as negotiated. Bonding Requirements are found in Section 12.89 of Attachment A.

5.3.9 Joint Venture/Partnership Information

An apparent successful Proposer, if a Joint Venture/Partnership shall, within 14 calendar days of intent to award notice, provide a copy of the joint venture agreement or partnership agreement evidencing authority to propose and to enter into the resulting Contract that may be awarded, together with corporate resolutions (if applicable) evidencing corporate authority to participate as a joint venturer or partner. A contact person must also be designated for purposes of receiving all notices and communications under the Contract. All partners and joint venturers will be required to sign the

Contract awarded.