9048_AttD_Technical Proposal Response Template.pdf

RFP #S-9140-00013635, HUD Contract Administration Software – Attachment D

RFP Attachment D Technical Proposal Response Template

OREGON HOUSING AND COMMUNITY SERVICES DEPARTMENT

HUD CONTRACT ADMINISTRATION SOFTWARE

Refer to RFP Section 4.10 for Evaluation Criteria

TABLE OF CONTENTS

SECTION 1: IMPLEMENTATION APPROACH

1.1 THE PROPOSED TEAM

1.2 PROJECT MANAGEMENT

1.3 DOCUMENTATION

1.4 HOSTING

1.5 PRODUCT METHODOLOGY

1.6 IMPLEMENTATION SERVICES

1.7 TRAINING

SECTION 2: MAINTENANCE AND SUPPORT

2.1 MAINTENANCE AND UPGRADES

2.2 SOLUTION MAINTENANCE

2.3 TIER 1 SUPPORT TRANSITION PLAN

2.4 TIER 2 HELP DESK

2.5 MAJOR SOFTWARE VERSION UPGRADES

2.6 ENHANCEMENTS

2.7 DATA SECURITY

SECTION 1: IMPLEMENTATION APPROACH

1.1 THE PROPOSED TEAM

1.1.1 Key Persons

Describe the Key Persons that Proposer intends to assign to the Project. For each Key Person:

a) Identify their role in the Project.

b) Brief description as to why they are best or well-suited to perform their particular role.

c) Describe their expertise and provide their level of related experience.

d) Specifically and clearly identify if a Key Person is not an employee of Proposer

(e.g., “Key Person Name (subcontractor name)”).

1.1.2 Internal Personnel Review Process

Identify and describe the timing of notification to the Agency when a change in personnel for the Project occurs and the plan for replacing those Key Persons. Also describe how Proposer will ensure all personnel (including subcontractors) will perform all contracted Services within the United States.

1.1.3 Use of Subcontractors

List all first-tier subcontractors Proposer intends to engage for this Project. For each subcontractor, describe:

a) their role and level of responsibility;

b) their expertise and level of experience; and

c) why they were selected to perform on this Project.

Specifically, and clearly state if a subcontractor is solely responsible, or entirely relied-upon by Proposer, for completing a substantial portion of the scope of work.

1.2 PROJECT MANAGEMENT

Describe the approach to project management that the Proposer typically uses, and how it would apply to the Project. The description should include the project management tools that would be used and any subcontracting opportunities the Proposer believes would take place.

1.2.1 Change Management

Describe how the Proposer will work with Agency to manage changes (to Proposer systems, to the Solution being proposed, and to the Services to be provided) and how the Proposer will manage such changes in relation to the Project.

Include examples or templates of change management plans, communications materials, and other relevant change management deliverables in the description.

1.2.2 Proposed Schedule

Provide a detailed schedule of the Project phases, milestones, tasks, activities, and deliverables.

1.2.3 Key Measures of Success

For each Project objective, describe how Proposer intends to balance Project needs and outcomes to ensure success. For each key measure of success, explain the metrics that Proposer will employ to measure the success of the Project.

1.3 DOCUMENTATION

Describe Proposer’s approach to providing and maintaining User Documentation (such as user manuals); and detailed technical and functional documentation, including system configuration and security control requirements. Include how Proposer will ensure documentation remains updated during the implementation phase and M&O Period.

Include a list of documents Proposer intends to provide.

1.4 HOSTING

Summarize the hosting arrangement for the Solution and describe the hosting services offered (if applicable). Include a description of the backup and restore process and technologies intended to be used in conjunction with the Solution.

1.5 PRODUCT METHODOLOGY

Describe Proposer’s software development and implementation methodology, and how it will be used to ensure the success of this Project by addressing the subsections below.

1.5.1 Development

a) Describe the system development lifecycle and methodologies that the Proposer typically uses and how they would be adapted for this Project.

b) Describe the programming platforms, languages, and tools in which the Proposer has significant expertise and the extent of that expertise. Describe how these specifically will be applied and used in this project.

1.5.2 Integration

a) Describe the Proposer’s methods, technologies, frameworks, and standards for integration in general and for integrating new technologies (including platforms, hardware, and software) into existing technology infrastructures, managing the changes associated with doing so, and how they would be applied to this Project.

b) Describe each standardized or custom integration platform to be used for this Project.

1.5.3 Implementation

a) Describe the Proposer’s methods for implementing complex technology solutions and how they would be applied on the project.

b) Describe the Proposer’s testing phase before complete acceptance of the Solution is given by Agency. Include timelines for any bug fixes or questions from end users during the testing phase.

1.6 IMPLEMENTATION SERVICES

1.6.1 Configuration and Customization

a) Describe the configuration services that would be provided. Include a discussion as to how the Proposer will discover and implement business rules. How can they be changed once implemented?

b) Describe the approach to implementing and maintaining customizations, and how it would apply to the Project (including how customizations will be maintained over time to ensure compatibility with future versions of the software).

1.6.2 Data Conversion and Migration

Describe the data conversion process the Proposer will use for this Project, including methods used to ensure data quality and integrity. Specifically identify if Proposer’s approach will entail Agency to enter the same data into two different systems during the conversion and migration period. If it doesn’t, explain why and how.

1.6.3 Deployment

a) Describe the specific implementation challenges that are expected by the

Proposer on this project and the methods the Proposer would use to prevent, respond to, and resolve them.

b) Describe environments that would be used by the Proposer during the Project, including various development, testing, and training environments to support the development and testing phases.

1.6.4 Testing

a) Describe the types of testing that the Proposer uses on similar projects, the approach/testing strategy behind those choices, and how they would be applied to this Project.

b) Describe the strategy, approach, and tools that the Proposer would use on the Project for:

• creating test data;

• documenting test results;

• ensuring traceability with requirements; and

• sign-off and approval protocols.

1.7 TRAINING

1.7.1 Methodology and Approach

Describe Proposer’s approach to developing and delivering each type of user training contemplated in the SOW:

a) Agency Users

b) Solution System Administrators

c) “Train-the-Trainer”

1.7.2 Training Plan

Provide a high-level training plan that addresses the following:

a) The underlying training principles

b) Required resources

c) Format for the training (e.g., in-person or virtual)

d) Additional training resources that may be used

1.7.3 Training Assessment

Describe how Proposer will assess training for effectiveness.

SECTION 2: MAINTENANCE AND SUPPORT

2.1 MAINTENANCE AND UPGRADES

For each material system forming part of the Solution, describe its:

a) History (including release cycle and frequency).

b) Product Roadmap.

c) Patch cycle.

d) The end-of-life policies and practices that would apply to each going forward.

e) The extensibility of the Solution

a. If there is a need for the Solution to transform from a federal contract administration system to a state-managed system only, describe how Proposer will update and change the system as Agency needs change.

2.2 SOLUTION MAINTENANCE

Describe the maintenance services Proposer will provide during the implementation phase of the Project, and during the term of the Project. Specifically address how Proposer will manage legislatively driven Solution changes.

Describe the typical level of effort and resourcing for regular system releases and patches, bug fixes, and defect fixes. Include recent examples of system updates and the amount of time and effort that was required.

2.3 TIER 1 SUPPORT TRANSITION PLAN

Describe the process and timing for enabling Agency to assume help desk responsibilities for supporting Agency.

2.4 TIER 2 HELP DESK

For the Tier 2 Help Desk support services, describe the following:

a) Help Desk ticket requests process for end users

b) Escalation process

c) Request prioritization process

d) Guaranteed response/acknowledgement times for requests

e) Proposed service level commitments for:

• The Proposer; and

• The Solution

• Remedies for failing to meet service level commitments

2.5 MAJOR SOFTWARE VERSION UPGRADES

Describe the typical level of effort and resourcing required for major software version upgrades. Are they relatively minor and similar to regular releases, or are they more similar to a separate implementation project? Include case studies with current clients, if available.

2.6 ENHANCEMENTS

Describe how Proposer typically addresses client enhancement requests, and the support Proposer provides during Agency’s requests. Please provide a typical timeline for enhancement requests.

2.7 DATA SECURITY

2.7.1 Data Backups

a) Describe the approach for providing backups of the databases and application configurations.

b) Describe the approach for restoration testing of backups.

2.7.2 Data Transfer

Describe Proposer’s process for moving data, whether digitally or physically, while maintaining appropriate security protection and data integrity. Specifically describe data transfer between organizations such as the Proposer and proposed subcontractors, and to the Agency (where applicable) during transitions to new systems and technologies.

2.7.3 Encryption

Describe capabilities to support encryption of the data and connections within the application and database. Encryption methods must comply with standards listed in the

RFP and its attachments.

2.7.4 Data Retention

Describe the process for storing and retaining all necessary Agency data for the term of the Contract and federal and state audit requirements of 6 years post-termination of Agency’s Contract with HUD. Describe if system has configurable retention periods for data and saved files.