Attachment_G__Call_Center_Knowledge_Ops-_Requirements_Scoring_Worksheet_FINAL.xlsx
XLSX spreadsheet 162 KB Posted
- Solicitation number
- 25-P-00176
- Issued by
- Hillsborough County, Florida
About this file
The document is a Requirements Scoring Worksheet from the City of Tampa's Technology & Innovation Department for an IT Service Management solution, specifically a Call Center Knowledge Operations Software. The City seeks a Commercial-Off-The-Shelf software package with comprehensive functionality for their Utilities Call Center Division, preferring a web-based solution with minimal development requirements and a Software as a Service (SaaS) model. The system must support multi-factor authentication, knowledge documentation management, reporting and tracking, knowledge database capabilities, administrative features, technical support, and robust security criteria.
The requirements are extensively detailed across multiple categories, with each requirement scored on a 0-5 scale based on vendor capabilities. Key system requirements include centralized knowledge repositories, user compliance tracking, custom course creation, reporting functionalities, integration capabilities, and stringent security protocols. The City specifically desires a solution that supports OKTA federated single sign-on, provides comprehensive user management, enables screen and video process capture, supports interactive checklists and decision trees, and offers 24/7 customer support. The system must also accommodate data management, networking protocols, and provide extensive technical documentation and future software update support.
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Text version
Instructions
| IT Service Management, Requirements Workbook |
| Purpose |
| The City of Tampa, Technology & Innovation Departemnt is seeking an IT Sevice Management solution. This requirements workbook is expected to complete prior to a product demonstration. |
Requirements Scoring Sheet
| Requirements Workbook | |
| Score how well your solution can meet our overall requirements, according to the scoring scale below. Please only complete columns E and F. | |
| Scoring Scale | |
| 5 | Supported as part of the default offering |
| 4 | Supported through modifications to existing offerings and/or through pricing increase |
| 3 | Supported through third-party solutions or provisioning |
| 2 | Requires customization and changes to base vendor processes |
| 1 | Future service or offering that will be included as part of an existing product development roadmap |
| 0 | Not supported |
| General Functions | ||||
| Requirements | Prioritization | Vendor Score | Vendor Notes | |
| GF-001 | Multi-Factor Authenticator: OKTA Federated Single Sign On authentication | Must Have | ||
| GF-002 | Provide authentication settings at the account level (unique user name and password) | Must Have | ||
| GF-003 | Provide the ability to capture screen and video processes. | Must Have | ||
| GF-004 | Provide the ability to create and automate decision tree selections. | Must Have | ||
| GF-005 | Provide a master location for reference materials and knowledge tools | Must Have | ||
| GF-006 | Provide the ability to capture screen and video processes. | Must Have | ||
| GF-007 | Provide the ability to create and automate interactive checklists. | Must Have | ||
| GF-008 | Provide the ability to share notifications live within the system. | Must Have | ||
| GF-009 | Provide the ability to create custom courses and learning paths. | Must Have | ||
| GF-010 | Provide the ability to create video lessons that can be recorded and published in the application. | Must Have | ||
| GF-011 | Provides the ability to track user compliance and acknowledgement of messages and training. | Must Have | ||
| GF-012 | Identifies and handles error conditions in an expeditious manner without providing information that could be exploited by adversaries. |
• Error messages are revealed only to authorized personnel (e.g., system administrators, maintenance personnel, etc.)
• Error messages generated by the system provide timely and useful information without revealing potentially harmful information that could be used by adversaries (e.g., a message about a failed logon should not indicate that the user name was correct and only the password was not valid).
| • Information that is moderated for confidentiality is not listed in error logs or associated error messages. | Must Have | |||
| GF-013 | When viewing list of information (users, positions, products, groups) the information can be sorted in ascending/descending order based on a specific column simply by clicking on the header for that column. | Must Have | ||
| GF-014 | Default options for various aspects of the system can be saved in cookies for quicker system operation. For example, saving report options so the report can be run quickly at a later time. | Must Have |
| Knowledge Documentation | ||||
| Requirements | Prioritization | Vendor Score | Vendor Notes | |
| KD-001 | Provide a central repository for Call Center reference documents and materials. | Must Have | ||
| KD-002 | Provide a way to quickly access reference documents and materials. | Must Have | ||
| KD-003 | Provide a central repository for How-tos, Reference Guides, policies and procedures. | Must Have | ||
| KD-004 | Provide a review date for materials with a calendar reminder option. | Must Have | ||
| KD-005 | Provide the ability to capture screen and video processes. | Must Have | ||
| KD-006 | Provide the ability to create and automate decision tree selections. | Must Have | ||
| KD-007 | Provide a master location for reference materials and knowledge tools | Must Have | ||
| KD-008 | Provide the ability to capture screen and video processes. | Must Have | ||
| KD-009 | Provide the ability to create and automate interactive checklists. | Must Have | ||
| KD-010 | Provide the ability to share notifications live within the system. | Must Have | ||
| KD-011 | Provide the ability to create custom courses and learning paths. | Must Have | ||
| KD-012 | Provide the ability to create video lessons that can be recorded and published in the application. | Must Have | ||
| KD-013 | Provides the ability to track user compliance and acknowledgement of messages and training. | Must Have |
| Reporting and Tracking | ||||
| Reporting | Prioritization | Vendor Score | Vendor Notes | |
| R-001 | Ability to run standard and custom reports. | Must Have | ||
| R-002 | Ability to export reports (either .csv or .xls format) | Must Have | ||
| R-003 | Abilty to report on user compliance in reviewing materials, self-guided learning, etc. | Must Have | ||
| R-004 | Abilty for users to see their current compliance status. | Must Have | ||
| R-005 | Ability for content managers to see when materials are due to be reviewed/updated. | Must Have | ||
| R-006 | Ability to report on access frequency of reference materials and tools. | Must Have | ||
| R-007 | Provide user-friendly report generator software with graphical user interface. | Must Have | ||
| R-008 | Provide access to system maintained data element definitions within report writer software. | Must Have | ||
| R-009 | Report writer support SQL (Structured Query Language). | Should Have | ||
| R-010 | Includes standard reports which provide feedback on adherence to department processes | Must Have | ||
| R-011 | Reporting interface is functional, flexible and user friendly. | Must Have | ||
| R-012 | Reporting wizard which will assist staff in the creation of reports. | Must Have |
| Knowledge Database | ||||
| Requirements | Prioritization | Vendor Score | Vendor Notes | |
| KD-001 | Provide a knowledge base of solutions for common customer questions and issues. | Must Have | ||
| KD-002 | Support integration with and use of commercially available third-party knowledge databases. | Should Have | ||
| KD-003 | Provide ability to create and maintain a knowledge base that can be generated from an issue list. | Must Have | ||
| KD-004 | Provide ability to search knowledge base by keyword, Boolean string or string of characters. | Must Have | ||
| KD-005 | Provide ability to import topics into the knowledge base. | Must Have | ||
| KD-006 | Provide ability to integrate and work with software application help files. | Must Have | ||
| KD-007 | Provide ability to define FAQs and knowledge base. | Must Have | ||
| KD-008 | Provide ability to make knowledge base accessible for training purposes. | Must Have | ||
| KD-009 | Support the adding of problem resolutions to the knowledge base for review purposes. | Must Have | ||
| KD-010 | Provide ability to update and add additional instructions based on "request" type. | Must Have | ||
| KD-011 | Support automatic operator assistance for first line fixes and support. | Must Have | ||
| KD-012 | Provide ability to search for answers in a knowledge base or customized FAQs while on a call. | Must Have | ||
| KD-013 | Provide ability to manage access to knowledge base, per user environment and needs. | Must Have | ||
| KD-014 | Provide incident / problem scripts for analyst to follow. | Should Have | ||
| KD-015 | Support "Did you try...?" prompts when creating new calls. | Must Have | ||
| KD-016 | Support auto prompts with matches in knowledge base as the problem description is entered. | Must Have |
| Administrative Features | ||||
| Requirements | Prioritization | Vendor Score | Vendor Notes | |
| AF-001 | Provide ability to track activity within the application. | Must Have | ||
| AF-002 | Provide ability for analysts to review their daily, weekly, monthly and annual activity. | Must Have | ||
| AF-003 | Provide visual indicators of technician and analyst workload. | Must Have | ||
| AF-004 | Track activity trends by individual and groups. For example, what are the references most accessed vs those that are rarely used? | Should Have | ||
| AF-005 | Track work history by individual and group. | Should Have | ||
| AF-006 | Provide ability to send notifications when training/materials review is past deadline. | Should Have | ||
| AF-007 | Provide management view summary displays of activity with reporting at different levels (e.g. department, organization, etc.). | Should Have | ||
| AF-008 | Provide ability to run software on standard Web application servers. | Could Have | ||
| AF-009 | Provide ability to monitor, measure, and manage business processes with real-time graphical displays. | Must Have |
| Technical Support | ||||
| Requirements | Prioritization | Vendor Score | Vendor Notes | |
| TS-001 | Provide complete turnkey onsite implementation and project management support. | Must Have | ||
| TS-002 | Provide onsite training to technicians. | Must Have | ||
| TS-003 | Maintain and allow online access to a system-wide data dictionary. | Must Have | ||
| TS-004 | Provide data management design that supports integration and sharing of data among all applications. | Must Have | ||
| TS-005 | Provide data management features that eliminate the redundant maintenance of duplicate data (e.g. relational database, etc.). | Must Have | ||
| TS-006 | Support ODBC (Open Database Connectivity) protocols for data access. | Should Have | ||
| TS-007 | Support SQL (Structured Query Language) to query, update, and manage system databases. | Must Have | ||
| TS-008 | Support TCP/IP networking protocols for communication among networked devices (e.g. PCs, file servers, networked printers). | Must Have | ||
| TS-009 | Use RAID, disk mirroring, volume shadowing and/or other fault tolerant technology to increase reliability of disk storage and also minimize data loss due to hardware failure. | Must Have | ||
| TS-010 | Provide ability to journal transactions for a forward recovery. | Must Have | ||
| TS-011 | Provide for transactional integrity and recoverability through system failure, power outage, etc. | Must Have | ||
| TS-012 | Provide complete set of user manuals for all software applications to document and explain system features and functions. | Must Have | ||
| TS-013 | Provide technical documentation for support staff including system overviews, design, flowcharts, and file layouts. | Must Have | ||
| TS-014 | Provide future software releases and updates to all applications as part of regular software maintenance fees. | Must Have | ||
| TS-015 | Provided toll free customer support 24 hours, seven days per week. | Must Have | ||
| TS-016 | Provide vendor support via remote connectivity, modem, VPN or terminal services. | Must Have | ||
| TS-017 | The system allows for live backup of the database. | Must Have | ||
| TS-018 | Includes extensive and powerful data import and export utilities. | Must Have | ||
| TS-019 | Notifications on items in the system can be modified on a per job basis after a job has been logged into the system. | Must Have |
| Security Criteria | ||||
| Requirements | Prioritization | Vendor Score | Vendor Notes | |
| SC-001 | If the application requires local accounts, include automated mechanisms to support the management of system accounts. | Must Have | ||
| SC-002 | If the application requires local accounts, applications include automated mechanisms to audit account creations, modifications, disabling and termination actions and to notify appropriate individuals. | Must Have | ||
| SC-003 | Enforces a limit of consecutive, invalid access attempts by a user during a specified time period. | Must Have | ||
| SC-004 | Activates session lock mechanisms automatically after a period of inactivity and users can directly initiate session lock mechanisms. | Must Have | ||
| SC-005 | Generates audit records for system-defined events. | Must Have | ||
| SC-006 | Produces audit records that contain sufficient information to establish what events occurred, the sources of the events, and the outcome of the events. The capability to include additional, more detailed information in the audit record for audit events identified by type, location, or subject is provided. | Must Have | ||
| SC-007 | In the event of an audit processing failure, the system alerts appropriate system staff and takes some corrective action. | Must Have | ||
| SC-008 | Automated mechanisms are employed to alert system staff of system-defined inappropriate or unusual activities with security implications. | Must Have | ||
| SC-009 | Provide an audit reduction and report capability to support after-the-fact investigations of security incidents without altering original audit records. | Must Have | ||
| SC-010 | Provides time stamps (including date and time) for use in audit record generation using internal system clocks. | Must Have | ||
| SC-011 | Audit information and audit tools are protected from unauthorized access, modification, and deletion. Audit information includes all information (e.g. audit records, audit settings, and audit reports) needed to successfully audit information system activity. | Must Have | ||
| SC-012 | Obscures feedback of authentication information during the authentication process to protect the information from possible exploitation/use by unauthorized individuals (displaying asterisks when a user types in a password is an example of obscuring feedback). | Must Have | ||
| SC-013 | Protects the integrity of transmitted information by implementing controls such as Transport Layer Security (TLS), IPsec, DNS message authentication and integrity verification, SSH, VPN, etc. | Must Have | ||
| SC-014 | Protects the confidentiality of transmitted information by implementing controls such as Transport Layer Security (TLS), IPsec, SSH, VPN, etc. | Must Have | ||
| SC-015 | Terminate a network connection at the end of a session or after a system-defined period of inactivity. | Must Have | ||
| SC-016 | Implements cryptographic mechanisms that comply with applicable laws, policies, directives, standards, guidance, etc. | Must Have | ||
| SC-017 | Provides mechanisms to protect the authenticity of communications sessions. | Must Have | ||
| SC-018 | Provides capability to auto populate questions used in password reset. Requires integration with College's LDAP directory and Banner system | Must Have | ||
| SC-019 | Provide multi-level password security down to options within menus. | Must Have | ||
| SC-020 | Security can be set on reports queued in the system so only specific system users can view and edit them. | Must Have |
&"Calibri"&10&K000000 Restricted&1#_x000D_
Sheet3
| Yes |
| No |
| N/A |
| 0 |
| 1 |
| 2 |
| 3 |
| 4 |
| 5 |
| Must Have |
| Should Have |
| Could Have |
| Won't Have |
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