35368 Revised Attc G CSC Understanding and Approach Response Guide.docx

RFP/Bid Solicitation #S-73000-00007613 Attachment G

Revised Attachment G – CSC – Understanding and Approach Response Guide Evaluation Criteria 4.10.2.2

4.10.2.2.1 Understanding of the Statement of Work (Max Points 10) Required Response

Demonstrate a clear and concise understanding of the scope of work required to fulfill the contract obligations.

[Provide Required Response Here]

4.10.2.2.2 Understanding Critical Elements of This Project (Max Points 10) Required Response

Describe what you believe are the most critical elements of this project that must be considered and addressed for a successful outcome.

4.10.2.2.3 Understanding of Major Challenges and Risks (Max Points 10) Required Response

Describe the major challenges and risks to this project and the plan to mitigate these risks during the implementation phase of the project.

4.10.2.2.4 Ability to Meet Aggressive Schedule (Max Points 20) Required Response

· Discuss the approach to meeting this aggressive schedule.

· Describe any issues or obstacles that your firm would have with meeting the desired timeframe.

· Discuss any major challenges or issues within the key areas of the project that may affect delivery within the specified timeframe.

· Do you have the capacity and resources to deliver on time and with quality?

· Will this implementation be competing with other committed work?

4.10.2.2.5 Statement of Work (Max Points 100)

The CSC Statement of Work in Exhibit A.1 of Attachment A – Sample Contract of the RFP contains the expected services or deliverables to be provided by the Proposer. The proposer should provide a comprehensive response to each of the tasks in the CSC Statement of Work using the information sought below.

4.10.2.2.5.1 Project Management (Max Points 10)

Required Response

· As a separate attachment, provide a preliminary draft of the CSC Operations Schedule depicting critical milestones including procurement activities (including real estate leases), facility buildouts, recruiting and onboarding of staff, training, pre-go-live account opening and transponder distribution, and testing go-live readiness.

· Describe how those critical milestones and activities relate to the timing of the CBOS development, testing and implementation activities.

· Describe how schedule tasks and status will be reported, and how changes to the baseline schedule will be managed.

· Describe the approach to reporting monthly progress and management of action items, deliverables, risks, and issues.

· Provide a description of the approach to procuring facilities, goods, and services.

· Discuss proposed partnerships and describe subcontractors’ experience as it relates to this project and why these subcontractors were selected.

· Describe how procurement activities will align with the project schedule and planned delivery dates for CBOS and CSC Operations implementation.

· Describe the approach to developing a quality management plan that addresses quality control practices throughout all aspects of the project including planning, design, implementation, and testing.

4.10.2.2.5.2 Planning (Max Points 15)

Business Continuity Plan Required Response

Discuss the approach to Business Continuity for CSC Operations.

How will the solution take Business Continuity into consideration?

Describe the impact assessment methodology for developing actionable procedures.

How will business continuity objectives be defined and procedures for operational recovery be developed?

Facility Plan and Design Required Response

Discuss how the design accommodates program growth.

Provide a conceptual layout of a MPC facility and In-Person Service Center(s).

· Describe how these layouts align with facility requirements in the CSC Operations Statement of Work and Project Requirements.

Describe how the design is conducive to an efficient operational workflow.

Discuss the risk mitigation strategies that will be employed to avoid schedule delays during the buildout of facilities.

Staffing Plan Required Response

Detail the proposed workforce solution, including hybrid staffing ratios (onsite vs. remote).

Describe how the hybrid workforce solution will change as new roadway facilities are implemented, to accommodate program growth.

Describe the recruiting methodology, including:

· Use of staffing firms

· Recruiting through local schools/universities/community-based organizations

· Use of online recruiting services

· Pre-employment screening process Discuss the proposed timing of onboarding staff in the MPC and In-Person Service Centers.

Detail employee retention strategies and approach to incentives.

Describe the approach to managing operations for compliance with performance measures.

Describe the process used to measure quality control and verification of work.

As a separate attachment, provide a functional organizational chart, overview of the structure of the operation and its supporting functions.

Operations Plan Required Response

Discuss the high-level approach for establishing greenfield operations for the Oregon Toll Program.

How will plans and documents be incorporated into ongoing operations, throughout the life of the project?

Describe the approach for developing a transponder distribution strategy in advance of Go-Live.

What innovative strategies will be employed to ensure a large number of customers are enrolled in advance of Go-Live?

Describe how elements from the facility, training, and staffing plans will be incorporated into developing the operations plan.

Describe how past experiences have helped to shape and strengthen your Quality Management Program, and how will the Quality Management Plan be executed when operating the customer service centers.

Discuss your experience in developing Service Level Agreement (SLA) Methodology and Calculations documentation.

4.10.2.2.5.3 Designs and Standard Operating Procedures (Max Points 15) Required Response

Describe how the Finance and Accounting Manager will work with the development team to create a GAAP compliant solution.

Describe how collaboration will happen with the CBOS Contractor and other stakeholders during the design of the CBOS and specifically the operational statistics reports, dashboards, and performance reports.

How will prior experience and lessons learned be applied to the development of public facing content to achieve high levels of customer satisfaction and increase self-service usage over the course of the contract?

Describe the approach to developing Standard Operating Procedures (SOPs) and explain how the approach translates to successful outcomes.

Describe the solution to providing a central repository for SOPs that allows for quick access by CSC Operations staff.

4.10.2.2.5.4 Testing Support and Preparation for Operations (Max Points 10) Required Response

Describe how the Proposer will support and collaborate with the CBOS Contractor and other stakeholders during the testing phases of the ODOT tolling project.

Describe how the facilities plan will be executed in preparation for CSC Operations prior to Go-live.

Describe how the methodologies described in the staffing plan will be executed in preparation for CSC Operations.

4.10.2.2.5.5 Training (Max Points 10)

Required Response

Describe the approach to delivery of new hire and refresher training for both onsite and work from home employees.

Describe the approach to skills training and employee development.

What innovative training tools will be incorporated into the solution?

4.10.2.2.5.6 Pre Go-Live End-To-End Acceptance Testing (Max Points 10) Required Response

Describe how CBOS End-to End testing will be supported.

Discuss the approach to providing results from executed tests, analysis of failure and issues, and approach to correction.

Discuss the approach to assisting with the assignment of severity levels and prioritization of outstanding issues.

4.10.2.2.5.7 Go-Live (Max Points 10)

Required Response

Discuss the approach to the development of the Go-Live Plan and readiness checklist.

Describe how the operational strategies will shift from pre-Go-Live to Go-Live to steady state.

Discuss how unforeseen challenges that arise during Go-Live will be managed.

4.10.2.2.5.8 Operations (Max Points 20)

Required Response

How will you manage the transition from implementation to operations. How does your approach and team change during that time?

Describe how you would continually manage and bring down the cost of operations.

How do you ensure ongoing and smooth operations?

Describe the approach during ongoing operations to manage:

· Staffing changes and fluctuations

· Quality Management Program Discuss the approach to developing and implementing a Quality Management Program Describe the specific quality review activities that are utilized during Project Implementation and Quality Assurance activities during CSC Ongoing Operations What methods will be used to identify and recommend tolling program improvements?

Describe your approach to audit support and compliance.

How will internal controls meet SSAE 18 SOC 2 Type II Standards?

Describe the approach to ensuring mutual concurrence of self-reported compliance to the SLA and associated penalties.

Discuss the approach to capturing Operations and SLA statistics that will provide ODOT with actionable program insights.

How will you capture trends, identify potential issues or opportunities for program improvements using data?

Describe the approach to creating a monthly report package that is insightful for ODOT to help them manage their program and incorporates comprehensive documentation that supports independent validation activities.

Discuss ongoing communication and collaboration methods used to foster program success.

35368 Attc G CSC Understanding and Approach Response Guide.docx