35368 Revised Attc H CBOS Proposed Solution Response Guide~1.docx

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

Revised Attachment H – CBOS – Proposed Solution Response Guide Evaluation Criteria 4.10.2.3

4.10.2.3.1 Proposed Solution at Conceptual Level (Max Points 45) Required Response

Describe the proposed solution at a conceptual level.

[Provide Required Response Here]

4.10.2.3.2 System Expandability and Adaptability (Max Points 45) Required Response

Explain how the system will be developed to be expandable and adaptable to accommodate the evolution of the program and business process changes.

Describe the ease and process by which you would incorporate new technologies or processes such as interoperability with Road Usage Charge (RUC) Account Managers.

4.10.2.3.3 Unique Features (Max Points 10)

Required Response

Discuss the features or services that are unique to your solution that will be provided with the implementation. These could be things that set your solution apart from the competition, differentiators that bring value to the agency or customers or both.

Describe how your solution provides better value than your competitors.

What innovative features or services can you provide beyond what is required in this RFP?

4.10.2.3.4 System Requirements and Business Rules (Max Points 190) The CBOS System Requirements in Exhibit J of Attachment A – Sample Contract, the Business Rules in Exhibit R of Attachment A – Sample Contract, and the Service Level Agreements in Exhibit B of Attachment A – Sample Contract contain the expected requirements, services, and agreements to be met and provided by the Proposer. Provide a comprehensive response to each of the sections in the CBOS System Requirements and Business Rules using the information sought below.

4.10.2.3.4.1 Commercial Back-Office System (Max Points 10)

Required Response

· Describe the system architecture and how it will support the system requirements and supporting business rules.

· Discuss how the architecture anticipates ODOTs strategy to build a mobility marketplace, showing how it will accommodate folding other transportation services and payments for those into a single account structure.

· Discuss the approach for separate deployments of Release 1, Release 2, and Future releases for CBOS requirements to achieve successful outcomes.

4.10.2.3.4.2 Account Management (Max Points 20)

Required Response

· Describe how the system will support the Account Management functions outlined in the system requirements and supporting business rules.

· Describe the case workflow solution and the benefits it will bring to providing case visibility status and to running an efficient operation.

· Describe the outbound customer correspondence and notification solution.

· Describe the mail-house solution (or partnership) and what best practices / programs will be applied to the ODOT program to achieve efficiencies and cost control.

· According to the Requirement Matrix populated by the Proposer:

· Indicate which requirement(s)/business rule(s), if any, are not met with the Proposers existing solution, though will be met with modifications. Describe the necessary modifications to meet the requirement(s)/business rule(s)

· Indicate which requirement(s)/business rule(s) will not be met, explain why or offer a proposed revision to the requirement(s)/business rule(s)

4.10.2.3.4.3 Financial Accounting (Max Points 15)

Required Response

Describe how the system will support the Financial Accounting functions outlined in the system requirements and supporting business rules.

Describe the financial accounting capabilities of the proposed solution, including the ability to handle complex tolling transactions, generate accurate financial reports, and ensure compliance with relevant accounting standards (GAAP).

Outline any specific features or functionalities related to financial accounting, such as automated revenue recognition, auditing controls, and integration with existing financial systems or modules.

· According to the Requirement Matrix populated by the Proposer:

· Indicate which requirement(s)/business rule(s), if any, are not met with the Proposers existing solution, though will be met with modifications. Describe the necessary modifications to meet the requirement(s)/business rule(s)

· Indicate which requirement(s)/business rule(s) will not be met, explain why or offer a proposed revision to the requirement(s)/business rule(s)

4.10.2.3.4.4 Account Communication (Max Points 15)

Required Response

· Describe how the system will support the Account Communications process outlined in the system requirements and any supporting business rules.

· Describe the outgoing customer communications capabilities of the proposed solution, including the methods and channels through which the system can interact with customers.

· Outline any specific features or functionalities related to outgoing customer communications, such as automated notifications, personalized messaging, multi-channel communication (e.g., email, SMS, mobile app), and the ability to handle large volumes of customer interactions.

· Describe the survey solution, including how feedback will be obtained from customers and what results will be presented to ODOT.

· According to the Requirement Matrix populated by the Proposer:

· Indicate which requirement(s)/business rule(s), if any, are not met with the Proposers existing solution, though will be met with modifications. Describe the necessary modifications to meet the requirement(s)/business rule(s)

· Indicate which requirement(s)/business rule(s) will not be met, explain why or offer a proposed revision to the requirement(s)/business rule(s)

4.10.2.3.4.5 Additional Back Office System Functions (Max Points 5) Required Response

· Describe how the system will support case workflow management and business processes outlined in the system requirements and any supporting business rules.

· According to the Requirement Matrix populated by the Proposer:

· Indicate which requirement(s)/business rule(s), if any, are not met with the Proposers existing solution, though will be met with modifications. Describe the necessary modifications to meet the requirement(s)/business rule(s)

· Indicate which requirement(s)/business rule(s) will not be met, explain why or offer a proposed revision to the requirement(s)/business rule(s)

4.10.2.3.4.6 Compliance (Max Points 10)

Required Response

· Describe how the system will support the Compliance process outlined in the system requirements and any supporting business rules.

· Describe the ROV look up services and relationships in place used in other contracts and how those relationships can be leveraged for ODOT future processing.

· Describe the experience in implementing Notice of Civil penalty and Registration Hold processes in other programs and share lessons learned from those implementations.

· According to the Requirement Matrix populated by the Proposer:

· Indicate which requirement(s)/business rule(s), if any, are not met with the Proposers existing solution, though will be met with modifications. Describe the necessary modifications to meet the requirement(s)/business rule(s)

· Indicate which requirement(s)/business rule(s) will not be met, explain why or offer a proposed revision to the requirement(s)/business rule(s)

4.10.2.3.4.7 Transaction Processing (Max Points 15)

Required Response

· Describe how the system will support storing and maintenance Toll Rate tables outlined in the system requirements and supporting business rules.

· Discuss the quality checks that ensure the RTS receives the CBOS Toll Rate Table.

· Describe how the system will support the Transaction Processing functionality outlined in the system requirements and any supporting business rules.

· Describe how the solution will support third party account managers.

· According to the Requirement Matrix populated by the Proposer:

· Indicate which requirement(s)/business rule(s), if any, are not met with the Proposers existing solution, though will be met with modifications. Describe the necessary modifications to meet the requirement(s)/business rule(s)

· Indicate which requirement(s)/business rule(s) will not be met, explain why or offer a proposed revision to the requirement(s)/business rule(s)

4.10.2.3.4.8 Customer Service Representative Functions (Max Points 10) Required Response

Describe how the system will support the Customer Service Representative functions outlined in the system requirements and supporting business rules.

Highlight design elements that make the user interface intuitive and easy to use.

Outline the key features and functionalities that empower CSRs to effectively assist customers, such as case management, call routing and queuing, CRM integration, knowledge base access, real-time customer information retrieval, and any other tools or capabilities that enhance the efficiency and effectiveness of CSR interactions.

· According to the Requirement Matrix populated by the Proposer:

· Indicate which requirement(s)/business rule(s), if any, are not met with the Proposers existing solution, though will be met with modifications. Describe the necessary modifications to meet the requirement(s)/business rule(s)

· Indicate which requirement(s)/business rule(s) will not be met, explain why or offer a proposed revision to the requirement(s)/business rule(s)

4.10.2.3.4.9 Customer Self-Service (Web, Mobile Application, and IVR) (Max Points 15) Required Response

· Describe how the system will support the Customer Self Service functions outlined in the system requirements and supporting business rules for the self-service website and self-service mobile app.

· Describe the IVR solution, highlighting similar implementations it was used in and the IVR penetration rate achieved for customer self-service usage.

· According to the Requirement Matrix populated by the Proposer:

· Indicate which requirement(s)/business rule(s), if any, are not met with the Proposers existing solution, though will be met with modifications. Describe the necessary modifications to meet the requirement(s)/business rule(s)

· Indicate which requirement(s)/business rule(s) will not be met, explain why or offer a proposed revision to the requirement(s)/business rule(s)

4.10.2.3.4.10 Inventory Management (Max Points 5)

Required Response

· Describe how the system will support the Inventory Management functionality outlined in the system requirements and any supporting business rules.

· Describe how the retail payment network will be incorporated into the inventory management solution to account for inventory across these retail stores.

· According to the Requirement Matrix populated by the Proposer:

· Indicate which requirement(s)/business rule(s), if any, are not met with the Proposers existing solution, though will be met with modifications. Describe the necessary modifications to meet the requirement(s)/business rule(s)

· Indicate which requirement(s)/business rule(s) will not be met, explain why or offer a proposed revision to the requirement(s)/business rule(s)

4.10.2.3.4.11 Management Reporting (Max Points 10)

Required Response

· Describe how the system will support the Management Reporting capabilities outlined in the system requirements and any supporting business rules.

· Describe what business intelligence tools will be utilized and how they will make the operation more efficient.

· Discuss how the operational reports, dashboards and agent productivity reports meet the needs of the CSC Operations Contractor.

· According to the Requirement Matrix populated by the Proposer:

· Indicate which requirement(s)/business rule(s), if any, are not met with the Proposers existing solution, though will be met with modifications. Describe the necessary modifications to meet the requirement(s)/business rule(s)

· Indicate which requirement(s)/business rule(s) will not be met, explain why or offer a proposed revision to the requirement(s)/business rule(s)

4.10.2.3.4.12 Interfaces (Max Points 15)

Required Response

· Describe how the system will meet requirements outlined in the Interface Section.

· Describe the interface file exchange process and the quality steps employed to ensure files are sent, received and acknowledged.

· Detail how the solution will be able to accommodate future interface requirements including additional transaction data sources such as roadside units, in-vehicle telematics, and GPS devices.

· Describe your experience using modern integration platforms.

· Describe your understanding of ODOT’s OReGO Program.

· Demonstrate your ability to provide a holistic solution that includes multiple transportation services like OReGO, parking, transit, rail, and other applications.

· According to the Requirement Matrix populated by the Proposer:

· Indicate which requirement(s)/business rule(s), if any, are not met with the Proposers existing solution, though will be met with modifications. Describe the necessary modifications to meet the requirement(s)/business rule(s)

· Indicate which requirement(s)/business rule(s) will not be met, explain why or offer a proposed revision to the requirement(s)/business rule(s)

4.10.2.3.4.13 Data Management (Max Points 10)

Required Response

Outline how the system collects, stores, and secures tolling data, including transactional data, customer information, and operational data.

Explain how the solution ensures data integrity, data privacy, and compliance with data protection regulations. Please d Discuss any data governance policies and procedures, data retention practices, backup and recovery mechanisms, and data access controls implemented by the solution.

According to the Requirement Matrix populated by the Proposer:

· Indicate which requirement(s)/business rule(s), if any, are not met with the Proposers existing solution, though will be met with modifications. Describe the necessary modifications to meet the requirement(s)/business rule(s)

· Indicate which requirement(s)/business rule(s) will not be met, explain why or offer a proposed revision to the requirement(s)/business rule(s)

4.10.2.3.4.14 System Performance Monitoring (Max Points 10)

Required Response

Describe how the system will support System Performance Monitoring as outlined in the system requirements.

Describe the alerts and notifications that ensure quick resolution of any unexpected or degraded system performance.

· According to the Requirement Matrix populated by the Proposer:

· Indicate which requirement(s)/business rule(s), if any, are not met with the Proposers existing solution, though will be met with modifications. Describe the necessary modifications to meet the requirement(s)/business rule(s)

· Indicate which requirement(s)/business rule(s) will not be met, explain why or offer a proposed revision to the requirement(s)/business rule(s)

4.10.2.3.4.15 Network (Max Points 5)

Required Response

· Describe how the Hardware and Software components will support the operation of the CBOS as outlined in the system requirements.

· Describe the reasons for choosing cloud based, hosted or as-a-service technologies, discussing the associated benefits the solution brings to ODOT.

· Provide details into how the system will be architected to accommodate growth from additional toll zones implemented during the course of the contract.

· Describe the equipment that will be used to perform employee work tasks when working from home and in-person. .

· Describe the telephony solution, including the IVR, ACD, and the workforce scheduling tool, and associated program benefits.

· According to the Requirement Matrix populated by the Proposer:

· Indicate which requirement(s)/business rule(s), if any, are not met with the Proposers existing solution, though will be met with modifications. Describe the necessary modifications to meet the requirement(s)/business rule(s)

· Indicate which requirement(s)/business rule(s) will not be met, explain why or offer a proposed revision to the requirement(s)/business rule(s)

4.10.2.3.4.16 Environments (Max Points 5)

Required Response

Describe how the system will support the multiple environments as outlined in the system requirements.

· According to the Requirement Matrix populated by the Proposer:

· Indicate which requirement(s)/business rule(s), if any, are not met with the Proposers existing solution, though will be met with modifications. Describe the necessary modifications to meet the requirement(s)/business rule(s)

· Indicate which requirement(s)/business rule(s) will not be met, explain why or offer a proposed revision to the requirement(s)/business rule(s)

4.10.2.3.4.17 Service Level Agreements (Max Points 15)

Required Response

· Describe how the system will be designed to meet or exceed the service level agreements.

· Describe the approach to remediating failures to meet one or more SLAs for three consecutive months.

· Provide examples of projects where similar SLAs were met.

35368 Attc H CBOS Proposed Solution Response Guide.docx