Claims_Document_Management_System_(Re-Bid)_(Addendum_#2_Revision).pdf

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City of Tampa

REQUEST FOR PROPOSALS (RFP) FOR

Claims Document Management System (Re-Bid)

26-P-00037

Purchasing

Michelle Estevez, Senior Procurement Analyst

2555 E. Hanna Ave.

Tampa, FL 33610

Phone: (813) 274-8836

Table Of Contents

1. NOTICE

2. SCOPE OF SERVICES

3. GENERAL CONDITIONS

4. INSURANCE REQUIREMENTS

5. CONTENT OF PROPOSALS

6. EVALUATION

7. PROPOSER’S QUESTIONNAIRE, FORMS, AND ACKNOWLEDGEMENTS

8. ATTACHMENTS & EXHIBITS

Attachments:

A - DMI-30-Form-Payment-Package-or-Final-with Invoices_SLBE

B - DMI-40-Form-LOI-Letter-of-Intent_SLBE

C - DMI-71-Form-for-RFQ-RFP-Evaluation-Points-V4-SLBE

D - ADA Requirements

E - Appendix 1 (Excel) CDMS Requirements Matrix

F - Appendix_2_-_Proposer_Profile_Questionnaire_-_

G - Appendix_3_-_Implementation_Roles_and_Responsibilities

H - Appendix_4 Cloud Hosting

I - Appendix 5 - Vendor Cost Worksheet

J - Workflow_Designs (5)

1. NOTICE

1.1. REQUEST FOR PROPOSALS

Sealed proposals for Claims Document Management System (Re-Bid), RFP # 26-P-00037 will be received by the Director of

Purchasing, City of Tampa, until Monday, January 5, 2026; 3:30 pm: then to be opened.

In accordance with the Americans with Disabilities Act (“ADA”) and Section 286.26, Florida Statutes, persons with disabilities needing a reasonable accommodation to participate in these public hearings or meetings should contact the City of Tampa’s ADA Coordinator at least 48 hours prior to the proceeding. The ADA Coordinator may be contacted by phone at 813-274-3964, email at

TampaADA@tampagov.net, or by submitting an ADA - Accommodations Request online form available at https://tampagov.net/ADARequest. Please note that the City of Tampa may not be able to accommodate any request received less than 48 hours before the scheduled hearing or meeting.

Attached are important instructions and specifications regarding responses to this Request for Proposals. Failure to follow these instructions may result in Proposer’s disqualification.

Questions regarding Vendor Registration, accessing RFP documents or submission assistance within the OpenGov eProcurement Portal shall be directed to procurement-support@opengov.com. Reference RFP # and name in email subject line. Questions pertaining to the

RFP document/specifications will be accepted up to ten days prior to the scheduled opening date and time and shall be submitted within the OpenGov Portal. Per the City of Tampa’s Communication Policy during any solicitation period including any protest and/or appeal, there should be no contact with City officials or employees, other than Michelle Estevez (michelle.estevez@tampagov.net) permitted from any Proposer. Such communication shall result in an automatic disqualification for selection in the pending solicitation and any subsequent City solicitations for a period of six (6) months, no matter the outcome of the solicitation or any protest and/or appeal.

Proposals shall be accepted no later than the time and date specified above. The RFP Opening shall be thereafter and published on the

OpenGov portal. All proposals received after the due date and time shall be rejected. Offers by mail, hand delivery or express mail, telephone, email or transmitted by facsimile (FAX) machine are not acceptable. All submittals are uploaded electronically into the OpenGov eProcurement Portal. No file shall have a special character. No proposal may be withdrawn or modified after the time fixed for the opening of proposals.

Electronic submittals shall be performed in the OpenGov Portal via link https://procurement.opengov.com/portal/cityoftampa. To ensure that an electronic submittal is received by the opening date and time, it is recommended that the Proposer submit their documents with adequate time allowed prior to the deadline. Proposer shall receive an email confirmation of their proposal submittal after clicking on the "Submit" button in the portal. The Proposer shall be responsible for confirming that their submittal is received by the deadline. Any submittal received after the closing date and time will not be considered.

1.2. PRE-PROPOSAL CONFERENCE

A PRE-PROPOSAL CONFERENCE will be held at 2:00 pm,Tuesday, December 9, 2025, at City Center at Hanna Purchasing

Dept., 2nd Floor Conference Room 2555 E. Hanna Ave. Tampa, FL 33610 to discuss the above referenced subject.

BRING A COPY OF THIS RFP TO THE MEETING.

City of Tampa buildings are controlled access buildings, and all visitors are required to obtain a Visitor's Pass prior to entering.

1.3. INSTRUCTIONS

City of Tampa solicitations are issued electronically via the OpenGov eProcurement Portal. Obtaining solicitations through the portal will ensure that proposers will have the following capabilities: receipt of solicitation documents electronically, track the status of solicitation award activity, receive addenda, receive the results of solicitation awards and view plans and blueprints online electronically. Proposers who obtain specifications and plans from sources other than OpenGov are cautioned that the solicitation packages may be incomplete.

The City will not accept incomplete proposals. Contact OpenGov at procurement-support@opengov.com for more information.

The City is not responsible for errors and omissions occurring in the transmission or downloading of any solicitation documents, plans, or specifications from the OpenGov eProcurement Portal. OpenGov has no affiliation with the City of Tampa other than as a service that facilitates communication and solicitation submittals between the City and its proposers. OpenGov is an independent entity and is not an agent or representative of the City. Communications to OpenGov does not constitute communications to the City. Contact OpenGov at procurement-support@opengov.com for more information.

mailto:TampaADA@tampagov.net https://tampagov.net/ADARequest mailto:procurement-support@opengov.com https://procurement.opengov.com/portal/cityoftampa https://procurement.opengov.com/portal/cityoftampa https://procurement.opengov.com/portal/cityoftampa mailto:procurement-support@opengov.com

Proposers discovering any ambiguity, conflict, discrepancy, omission, or other error in this RFP, shall immediately notify the City of such error in writing and request modification or clarification of the RFP within the OpenGov eProcurement Portal. Modifications will be made by issuing an addendum and will be given by written notice to all prospective Proposers who received an original RFP from OpenGov

(those who are on the Plan Holders List). Addenda will be posted and disseminated by OpenGov at least five days prior to this RFP opening date. The Proposer is responsible for clarifying any ambiguity, conflict, discrepancy, omission, or other error in the RFP prior to submitting the offer or it shall be deemed waived.

Tabulations (results) will be posted in the OpenGov eProcurement Portal and made available to proposers after the scheduled public opening of the sealed proposals.

The Proposer shall comply with the applicable requirements of Federal and state laws, all Codes and Ordinances of the City of Tampa as amended from time to time and any applicable professional regulations.

The Proposer is expected to carefully examine the entire solicitation package, including but not limited to all the provisions, terms, and conditions. Failure to do so will be at the Proposer’s risk.

2. SCOPE OF SERVICES

2.1. INTRODUCTION/SUMMARY

The City of Tampa (“the City”) is seeking proposals from qualified companies with proven experience and expertise to provide, implement, and support a Claims Document Management System (CDMS) designed to enhance insurance claims processing within the

City’s Risk Management Department. The selected vendor will provide software licenses, professional implementation services, training, and post-implementation support as detailed in the Request for Proposals (RFP). The CDMS must integrate with the City’s existing

Assure Claims system and include technologies, tools, and methods to capture, manage, store, preserve, and deliver content. It should also comply with mandated retention and disposition policies. Key features include document and records management, workflow automation, collaboration, and business process management to improve the efficiency, security, and overall effectiveness of the City’s claims operations.

Proposers must demonstrate experience with similar implementations and offer a product that aligns with industry trends and regulatory requirements. The selected vendor should have a long-term commitment to the system, a clear enhancement strategy, and the ability to deliver quality maintenance and support services. The City intends to implement a cloud hosted solution while ensuring integration with Assure Claims in the cloud. The CDMS will also require the re-engineering of existing business processes and training to improve information management and staff productivity.

The CDMS should align with the City’s standards, including integration with Microsoft Office, MS SQL Server, and Assure Claims. It must also be capable of managing various document types and providing efficient search, workflow, and collaboration functionalities.

Additionally, the CDMS must support compliance with records management standards and automate retention policies to ensure legal and regulatory adherence.

The Proposer shall meet the following criteria:

Has a history of successful implementations of comparable projects with organizations of similar size and complexity as the City’s Risk

Management Department claims requirements;

Has a long-term commitment to the Claims Document Management System and has long-term viability as a company;

Has a robust product enhancement strategy for both software functionality and architecture that will keep it current with industry trends, standards, compliance, and regulations without the need for customization.

Can provide an efficient and proven set of implementation services to ensure the City’s Risk Management Department can leverage the capabilities of the software to implement new business processes and achieve its business goals;

Provides high-quality, responsive software maintenance and support services for the installed system.

The City is soliciting proposals for software licenses, implementation services, training, and post-implementation support. The City plans to implement the system as a cloud hosting/SaaS with full integration with RISKMASTER/ASSURE CLAIMS in the cloud.

THE CITY'S BUDGET IS $120,000 INCLUDING IMPLEMENTATION.

2.2. BACKGROUND

The City’s Risk Management Department establishes, maintains, and manages municipal government operations and services in support of claims submitted by its citizens. In the administration of these operations and services, City staff create and use numerous paper and electronic documents, spreadsheets, emails, data files, digital images, video, audio, and web content. As with many organizations, information is stored on file servers, local PC hard drives, and some paper stored in file drawers and cabinets. This current approach of disparate systems storing unstructured content is inefficient and risky. Inefficiencies result in the inability of staff to locate information easily, and they are constantly addressing the issues of whether the information is the most current and accurate.

Risks include the City's inability to adhere to state-mandated records retention schedules and the loss of departmental knowledge due to employee turnover. Further, vital records are often created with information essential for continuing City claims operations, and in the event these records were prematurely lost or destroyed, the information would be difficult, if not impossible, to recreate. With the increasing use of online processes and the digitalization of hardcopy paper documents, the City cannot afford to mismanage these critical assets.

The City currently uses RiskMaster/Assure Claims as its Claims Management System and we are seeking a Claims Document

Management System that has a history of integrating with RiskMaster/Assure Claims to support ongoing claims processing.

2.3. PROPOSER SUBMITTALS

The following must be submitted in the proposal:

1. Contract Termination for Default. Has the Proposer’s company had a contract terminated for default in the last five years? Termination for default is defined as notice to stop performance which was delivered to the Proposer due to the

Proposer's non-performance or poor performance and the issue of performance was either not litigated due to inaction on the part of the Proposer; or litigated and determined that the Proposer was in default.If the company has had a contract terminated for default in this period, submit full details including the other party's name, address, and the phone number. Present the company’s position on the matter. City Representative will evaluate the facts and may, at its sole discretion, reject the RFP on the grounds of its past experience.

2. Contract Litigation/Legal Proceedings. The Proposer shall identify any pending lawsuits, past litigation relevant to subject matter of this RFP, providing a statement of any litigation or pending lawsuits that have been filed against the

Company in the last five years.If an action has been filed, state and describe the litigation or lawsuit filed, and identify the court or agency before which the action was instituted, the applicable case or file number, and the status or disposition for such reported action. If no litigation or lawsuit has been filed against the company, provide a statement to that effect.

3. Vendor Cost Worksheet. The Proposer shall fill out and upload Appendix 5 - Vendor Cost Worksheet or be deemed non-responsive. This contract is for an initial five (5) years, renewals thereafter not to exceed 4% annually for future perpetual years.

2.4. MANAGEMENT

If, during the course of the project, the Successful Proposer makes personnel changes, the City has the right of review, acceptance, and/or reject proposed substitute(s). The City will make available the City’s management team for interview and consultation during plan(s) development and for review of the draft and final plans.

2.5. COORDINATION WITH THE CITY

The Successful Proposer shall identify the Project Manager to work in close coordination with the City. The City’s Project Manager shall be the City’s point of contact. The City shall approve any changes to the Project Manager or personnel assigned to the project.

During the term of the contract, the Project Manager shall meet on-site with the City’s Project Manager and/or other designated City officials as necessary, for the purpose of discussing and coordinating work to be performed, or performance of work.

2.6. Scope of Work

The City of Tampa (“the City”) is soliciting proposals from qualified companies with outstanding qualifications, experience, and knowledge to license and implement a Claims Document Management System (CDMS) specifically designed to support insurance claims processing. The specific Services requested in the Request for Proposals (RFP) include Software Licenses and Professional

Implementation Services, Training and Post Implementation Support are detailed in the RFP. The CDMS system should contain technologies, tools, and methods to capture, manage, store, preserve, and deliver content as requested. In addition to being capable of applying mandated retention and disposition policies, the CDMS should include document management, records management, workflow, collaboration, and business process management.

The Proposer shall meet the following criteria:

Has a history of successful implementations of comparable projects with organizations of similar size and complexity as the City’s Risk

Management Department's claims requirements.

Has a long-term commitment to the Claims Document Management System and has long-term viability as a company;

Has a robust product enhancement strategy for both software functionality and architecture that will keep it current with industry trends, standards, compliance, and regulations without the need for customization.

Has a history of successful integration with RiskMaster/Assure Claims Management software Can provide an efficient and proven set of implementation services to ensure the City’s Risk Management Department can leverage the capabilities of the software to implement new business processes and achieve its business goals;

Provides high-quality, responsive software maintenance and support services for the installed system.

The City is soliciting proposals for software licenses, implementation services, training and post-implementation support. The City desires a cloud-hosted solution with full integration with RiskMaster/Assure Claims in the cloud.

1. BACKGROUND

The City’s Risk Management Department establishes, maintains, and manages municipal government operations and services in support of claims submitted by its citizens. In the administration of these operations and services, City staff creates and uses numerous paper and electronic documents, spreadsheets, emails, data files, digital images, video, audio and web content. As with many organizations, information is stored on file servers, local PC hard drives, in a non-structured format.

This current approach of disparate systems storing unstructured content is inefficient and risky. Inefficiencies result in the inability of staff to easily locate information and constantly address the issues of whether the information is the most current and accurate. Risks include the inability of the City to adhere to state-mandated records retention schedules and loss of departmental knowledge due to employee turnover. Further, vital records are often created with information essential for continuing City claims operations, and in the event these records were prematurely lost or destroyed, the information would be difficult if not impossible, to recreate. With the increasing use of online processes and the digitalization of hardcopy paper documents, the City cannot afford to mismanage these critical assets.

The City of Tampa currently utilizes RiskMaster in a cloud environment and is seeking a cloud-based Claims Document Management

System that seamlessly integrates with RiskMaster/Assure Claims to support ongoing claims processing operations. The City is inviting qualified vendors to submit proposals that include software licensing, implementation services, training, and ongoing post-implementation support.

The City requires a fully cloud-hosted solution with robust integration capabilities with the existing RiskMaster/Assure Claims platform.

As outlined in Appendix 4, the City of Tampa has an established Cloud Hosting Policy. Proposers are expected to review this policy thoroughly and submit any questions in writing for clarification. The City’s Technology & Innovation Security Office will assess the selected proposer’s ability to meet information security requirements, focusing on confidentiality, integrity, and availability of data, with safeguards appropriate to the sensitivity of the hosted information.

2. OBJECTIVES

The purpose of this initiative is to acquire and implement a CDMS that integrates with RiskMaster/Assure Claims. Implementation of this system will include re-engineering current business processes, merging open claim files and training key users on the CDMS solution, resulting in fundamental changes to business practices and ways of working, with the expectation of increasing staff productivity and improving information service delivery. The CDMS and re-engineered business processes will allow efficient management of the currently unstructured City information, and it will provide the technology infrastructure to support the content life cycle. The CDMS must have the ability to interact with RiskMaster/Assure Claims and standard Microsoft Office tools.

The CDMS should encompass core components, including:

Efficient categorization and classification of content, facilitating quick and easy retrieval using a wide range of search and look-up options and providing numerous delivery methods.

Document capture and imaging for digitizing and managing paper documents.

Content-centric workflow and collaboration for effective information sharing.

Document management for check-in/out, version control, security and library services for business documents.

Records management for long-term archiving and for automating retention and compliance policies, and to ensure legal or regulatory record compliance.

3. DOCUMENT MANAGEMENT

The CDMS delivers management controls for a wide variety of format types including Microsoft Word, Excel, PowerPoint, Adobe PDF, HTML, text, JPG and TIF files. Documents can be organized by type along with metadata, including but not limited to title, document date, author, subject, approved by, and meeting date. Text notes can be associated with any document. Full text searching of the documents, attachments, metadata, and related text notes is available; and any content can be emailed and printed.

4. WORKFLOW

The CDMS utilizes Workflow to progress documents and related attachments through the required review and approval processes of an item. All activities are logged, with status available for review by Risk Management-designated staff. Processes associated with claims managemen include:

New Liability Claim Intake New Subrogation Claim Intake Attaching Documents to Claim Assignment of Claims Tasks

4.1 The Successful Proposer will create, test, and establish new workflows. The workflow steps should apply an inline user authentication method (i.e. identification confirmation via a network user ID and password challenge response) as part of an electronic signing process. In addition to all of the other functional requirements, the Proposer should also establish workflow status monitoring and tracking methods, which will issue follow-up reminder notifications as appropriate.

4.2 Activities, Functions and Features Overview

The introduction of the CDMS is expected to have a significant role in reshaping how employees store, preserve, locate, and deliver claims information. As such, the CDMS will affect the daily business activities and service provisions undertaken by employees involved in those activities. The CDMS will result in fundamental changes to business practices and ways of working, with the expectation of increasing staff productivity and improving information service delivery. The CDMS and re-engineered business processes will allow efficient management of the currently unstructured City information, and it will provide the technology infrastructure to support the content life cycle. The CDMS encompasses and performs core components, including:

• Efficient categorization and classification of content, facilitating quick and easy retrieval using a variety of search and look-up options and providing numerous delivery methods

• Document capture and imaging for digitizing and managing paper documents

• Content-centric workflow and collaboration for effective information sharing

• Document management for check-in/out, version control, security and library services for business documents

• Records management for long-term archiving and for automating retention and compliance policies, and to ensure legal or regulatory record compliance

In support of the core components, the implementation will include the following:

4.2.1 Classification and Metadata

The Successful Proposer will work with the City in defining, creating and implementing a classification scheme, including other controlled vocabularies.

The Successful Proposer will work with the City in defining, creating and implementing effective metadata requirements, along with recommended naming conventions.

4.2.2 Check In/Out and Versioning

The Successful Proposer will define, create and implement controls to effectively manage check-in and check-out processes for items stored in the repository.

The Successful Proposer will define, create and implement controls to effectively manage different versions of electronic content stored in the repository.

4.2.3 eDiscovery and Redaction The Successful Proposer will work with the City in defining, creating and implementing eDiscovery and Public Information Request processes. These processes will incorporate redaction techniques to help ensure confidential or exempt information remains protected.

4.2.4 MS Office

The Successful Proposer will establish integration processes with MS Office products and Outlook eMail, providing automated notifications as needed.

4.2.5 Policies and Procedures

In conjunction with all of the defined activities, the Successful Proposer will recommend related policies and procedures for the City to establish and/or revise as appropriate.

4.2.6 Security and Access Control Lists

The Successful Proposer will work with the City in defining, creating and implementing the security and access scheme along with audit trail requirements. The City also desires to incorporate single sign-on using Okta.

4.2.7 System Installation, Operations, Monitoring and Reporting

The Successful Proposer will provide best practice recommendations and any training required to ensure the CDMS software is maintained as appropriate.

The Successful Proposer will provide development and production environments, with appropriate processes and procedures to ensure the CDMS exhibits high performance characteristics that are also efficient, reliable, predictable, and accountable.

The Successful Proposer will provide best practice recommendations to ensure data integrity is maintained and protected using proper and effective backup and recovery methods.

4.3 MANAGEMENT

If, during the course of the project, the Successful Proposer makes personnel changes, the City has the right of review, acceptance, and/or reject proposed substitute(s). The City will make available the City’s management team for interview and consultation during plan(s) development and for review of the draft and final plans.

4.4 IMPLEMENTATION, TIMELINE, MILESTONES, AND/OR EXECUTION STRATEGY

This procurement is for the complete software licenses and professional services for implementation of a CDMS that will meet the needs of the Risk Management Department. The l Proposer’s solution will address all the required elements in the RFP.

Software and Integration Components:

Integration with RiskMaster Completed Functional Requirements (Appendix 1 - CDMS Requirements Matrix) Software maintenance and support Software upgrades Software licenses Software warranties Hardware and Software Installation:

Software installation/configuration Printers and other peripheral equipment integration Implementation Services:

Requirements confirmation Design development System configuration Back scanning Testing Training of staff and IT support team System documentation and support materials Post Implementation Support

Each of the items listed above needs to be addressed in the proposal. Failure to address all the items may result in the proposal being considered insufficient and may preclude the Proposer from further consideration by the City.

Strategy

The CDMS selected for deployment by the City is expected to contain the maximal number of functions and features set forth in

Appendix 1 – CDMS Requirements Matrix. The Proposer should identify and assess any and all anticipated impacts to the City’s technical environment, Detailed business functions and features are identified in Appendix 1 – CDMS Requirements Matrix. Proposer must complete and submit this appendix in electronic form as an integral part of its proposal. An electronic copy of this worksheet is provided in the RFP distribution package.

The City expects to implement the CDMS in the Risk Management Department with functionality available to designated employees.

The high-level focus areas or major areas of scope are to be implemented include:

Foundational activities, functions and features including:

Classification and Metadata Check In/Out and Versioning eDiscovery and Redaction Full Integration with RiskMaster/Assure Claims MS Office Integration Policies and Procedures Security and Access Controls System Installation, Operations, Monitoring and Reporting Training

Records Management: Physical and Electronic Records (Capture, Store, Manage, Preserve, Deliver)

Document Management: Text Based Electronic Content Management (Microsoft Office & other formats), along with Rich Media Content

Management (Photographs, Audio, Video, Maps, Drawings)

Digital Capture of Paper via Scanning/Imaging

Each high-level focus area may be independently scheduled for their respective design, configuration/build, testing, training, migration/conversion (if applicable), deployment, and monitoring activities.

In addition to the expectation of the CDMS user interface itself being easy to use, the underlying systems environment must be architected to ensure reasonable performance and secure delivery of information to users. Essentially the City expects the CDMS to deliver a user-friendly experience, as measured by how long does it take a casual user to store content in the repository, and how long does it take them to find and retrieve it.

Use of an established, proven implementation methodology will help ensure project success. Proposer must describe its recommended project plan and schedule, which reflects a project management strategy, utilized in other successful CDMS implementation efforts.

Training related to the CDMS is critical to project success. Staff will need to re-learn basic ways of working with respect to capturing and filing, then locating and retrieving unstructured information resources. This education process should not be underestimated;

therefore, Proposer must include a training strategy to adequately prepare users of the system.

Implementation Requirements

The City requires that each Proposer prepare a detailed Implementation Plan outlining the required tasks, estimated hours, responsibility, major deliverables, and timing. This plan shall include the Ctiy’s Project Manager, Risk Management Department Subject

Matter Experts (SME) and City T&I staff resources, and their estimated hours. This comprehensive implementation plan is the initial deliverable during the implementation of the new system.

The City requires that the Proposer document their methodology and approach to implementation. Please note that the City does not have a preference for implementation methodology or framework, i.e. Waterfall versus Agile versus Hybrid. Included with this RFP in

Appendix 3 - Implementation Roles and Responsibilities is an Implementation Plan response template for specifying the anticipated approach and assignment of roles and responsibilities. Each Proposer is required to use the implementation plan template as part of its response. This Implementation Plan is a project plan to be submitted in the proposal.

Delivery of the Project Plan and Other Key Deliverables, after the Agreement is executed by all parties, the Successful Proposer will deliver to the City, its final Project Plan and Deliverables committing the Successful Proposer to the project.

At a minimum, the proposal will cover the following areas:

Project Management Project Schedule – high-level phases and time required to implement Software Installation Requirements Review Business Process Re-Engineering Metadata Design Configuration Change Management Control Back Scanning Strategy Integration Development/Configuration Testing – Unit, System and Integration Training – System, Business Administrator and End-User System & Business Process Acceptance Testing Transition to Full Operations Post Go-Live Support Backup and Recovery

The level of resources required, timing of resource needs, and deliverables for both the Proposer and for the City should be defined for each implementation task listed above.

In addition, the Proposer is required to provide the City with detailed information on:

Cost of software, including licensing costs, plus any initial configuration and customization costs Flexibility of the system Compliance with the City’s requirements “Look and feel” of the system, including the base system and integration with RiskMaster/Assure Claims Architecture of the hosted solution Implementation services, which include requirements review, design, configuration, business process re- engineering, testing, training, and post go-live production support Annual maintenance and support costs Financial stability of the company Any additional services Future upgrade costs and support agreement

Data Conversion

The City does not plan to convert any data to the CDMS. The City does not plan to back-scan documents and manually upload digital/electronic documents and images to the system for active claims. However, to accomplish this data load, the City expects to utilize the ability of RiskMaster/Assure Claims to create the metadata structure for active claims. The data types of these documents will include but are not limited to DOCX, HTM, JPG, PDF, TXT and XLSX. Where practical, Proposer will establish templates for forms that conform to a standard format, for automatic classification by the system, with targeted fields readily identified and recognized via

OCR (for text that is of sufficient quality) to ease data entry. Metadata should be automatically filled or prompted as appropriate.

The Successful Proposer will provide appropriate knowledge transfer sessions along with related documentation to ensure HR-Risk

Management staff are educated on the new electronic content migration and capture processes. The capture processes should also consider the creation of redacted versions to ensure confidential or exempt information remains protected.

Training

The Successful Proposer will provide comprehensive training, which addresses the CDMS functions and features along with education to adapt to new business processes. For example, training material will address the need to relearn basic ways of working with respect to capturing and filing, then locating and retrieving unstructured information resources. A variety of training strategies may be used and will target differing levels of users.

A comprehensive review and revision of policies, processes, and procedures that constitute the Risk Management records procedures will be undertaken. The intent will be to leverage the CDMS functions and features, acquired to enhance efficiencies where practical.

The administrator’s materials must contain, at a minimum, all the information required for a business or systems analyst to maintain the configuration of the system, including instructions on how to perform common maintenance.

The City also expects that the Successful Proposer will provide guidance to IT staff on the initial setup of the overall system, including the software and RiskMaster integration. The technical administrator’s materials must contain all recommended system maintenance schedules and procedures. The purpose of this manual is to allow a systems administrator to properly maintain the system from a technical standpoint.

Training can be performed on-site or remotely via webinars. All training materials provided by the Successful Proposer must be electronic and editable. End-user training materials must also be organized by business processes, such that staff can use the materials for reference purposes while performing their everyday work. For example, rather than describing each page of information, the documentation should describe the step-by-step process for accomplishing a process in the system.

System Acceptance Testing

The Successful Proposer shall provide a Test Plan that demonstrates that the resulting system (including installed software, system configuration and integration components) fulfills the stated requirements (System Acceptance). The Test Plan will be provided for review and approval. The following types of testing are expected to be performed during the project:

System Integration User Acceptance Testing

The Successful Proposer will provide test scripts that exercise the system according to the test criteria and document the results of all testing.

The Successful Proposer, along with the project team, will be involved in performing the actual system testing. The Test Plan must identify how the specified tests will simulate required processes and will validate the RiskMaster/Assure Claim integration functionality.

The acceptance testing process is critical for the success of the project. The City’s Project Manager and Implementation Team together with the Successful Proposer will mutually determine and agree upon the time and effort required for user acceptance testing as part of the initial planning phase but after contract negotiation.

On-Going Support and Maintenance

At a minimum, the proposal must include information and pricing associated with all aspects of on-going support and maintenance activities, as listed in Appendix 5 - Pricing Worksheets.

On-going Support and Maintenance must include:

Standard software maintenance, Product help desk (at least weekdays 7:00 AM – 6:00 PM Eastern Standard Time), Product fixes, product enhancements, and regular product releases based on a defined, on-going maintenance fee.

If there are alternatives to this level of support, provide this detail and the corresponding pricing. The Proposer should provide its upgrade policies and an upgrade history of the proposed solution. The Successful Proposer must have the ability to remotely access the customer’s system to diagnose and correct problems in real-time. The Proposer should describe the process for the City to request future product enhancements. The Proposer must also disclose the on-going costs for product maintenance and upgrades for a five (5) year period in the pricing response.

Pricing

Pricing is an important aspect of the overall evaluation of the Proposer’s response. Included in this RFP, Appendix 5 – Pricing

Worksheets is the pricing template that must be used to provide the cost of the solution.

Assumptions, Exceptions and Deviations

While consequential for the evaluation process, the City understands that Proposers cannot always fulfill all requirements. The City understands that Proposers’ responses also make certain assumptions that are important for the overall RFP response in determining the final fixed price cost. Proposers have the opportunity to explain what assumptions are being used for the proposal and to which sections of the RFP Proposers takes deviations to the requirements.

4.5 COORDINATION WITH THE CITY

The Successful Proposer shall identify the Project Manager to work in close coordination with the City. The City’s Project Manager shall be the City’s point of contact. The City shall approve any changes to the Project Manager or personnel assigned to the project.

During the term of the contract, the Project Manager shall meet on-site with the City’s Project Manager and/or other designated City officials as necessary, for the purpose of discussing and coordinating work to be performed, or performance of work.

4.6. City's Roles and Responsibilities

The City will assume several key roles and responsibilities throughout the project to ensure its success. One of the primary roles will be that of the City’s Project Manager, who will oversee the project’s scope and schedule in collaboration with the Successful Proposer’s

Project Manager. This individual will be responsible for managing the City’s resources, coordinating the implementation, customization, configuration, and use of the CDMS, and assisting in the development of a comprehensive training plan. The City’s Project Manager will also enforce system site standards, ensure stable system administration procedures, manage project risks, and continually refine best practices to support the project’s objectives.

The City’s Risk Management Department Subject Matter Experts (SMEs) will play a crucial role by representing the interests of their department, providing strategic insight, and guiding the project’s overall strategy. They will assist in the system’s implementation, customization, and training, as well as update documentation as needed based on changes in business practices. These experts will also gather feedback from organization staff, report any operational issues, lead testing efforts for system features, and suggest upgrades or enhancements to optimize performance. Additionally, they will continually assess the system's effectiveness, ensuring that business processes remain efficient, communication is clear, and any inefficiencies are addressed.

The City’s Technology & Innovation (T&I) group will be responsible for ensuring compliance with all technology and hosting policies, supporting any required technology updates, and maintaining the City's computers to ensure the meet minimum standards as required by the CDMS. They will also manage any changes to the system, process issues with appropriate escalation methods, and stay current with security releases and system upgrades. Additionally, the T&I group will provide consulting services when changes to the configuration, reporting, or other system functions are proposed. They will also report any technological upgrades or enhancements that could improve the system’s performance.

The City will be responsible for and will assume the following roles during the Project.

City’s Project Manager. The City Project Manager will ensure the project objectives are met on behalf of the City and will be responsible for:

Oversight of the overall Project scope and schedule in collaboration with the Successful Proposer's Project Manager Scheduling City’s resources and participating in meetings Leading the coordination of the implementation, customization, configuration, personalization and use of the CDMS Assisting in development of the training plan Enforcing System site standards (layouts, security processes, etc.) with assistance from subject matter experts Ensuring adequate procedures and controls are in place for stable System administration Managing Project risks and escalating incidents as appropriate Continuously developing and improving best practices

Risk Management Department SMEs. The City’s Risk Management Department SMEs will be the leads in defining the needs of the

Project and will represent them by providing strategic insight, feedback, and direction for the project strategy and will be responsible for:

Representing the interests of their organization Assisting in the coordination of the implementation, customization, configuration, personalization and use of the System Participating and assisting in the System training, along with updating and approving documentation, as necessary, based on changes in business practices Collecting and communicating feedback from organization staff Reporting operational issues with the System environment to the City Project Manager, as they are discovered

Leading the testing of new and existing System features, functions and business processes, as needed, to ensure optimal performance Suggesting potentially useful upgrades or enhancements to the System environment, as they relate to current business processes or anticipated changes in business processes Providing ongoing assessments of what works well, what requires improvement, whether standards are still appropriate, whether business processes could be improved, whether communication gaps exist, and whether inefficiencies can be reduced or eliminated

Technical Support

The City's Technology & Innovation (T&I) group will:

Provide consulting services as needed for proposed changes to the configuration, reporting or other functional changes to the system.

4.7. Project Timeline or Milestones

The City requires each Proposer to prepare a comprehensive Implementation Plan detailing the necessary tasks, estimated hours, responsibilities, major deliverables, and timing for the project. This plan must also include the involvement of the City's Project

Manager, Risk Management Department Subject Matter Experts (SMEs), and City T&I staff, specifying their roles and estimated hours.

The Implementation Plan is considered the initial deliverable in the process of implementing the new system.

In addition to the plan, the City requires that the Proposer clearly document their methodology and approach to implementation. The

City does not have a preference for a particular methodology or framework, such as Waterfall, Agile, or Hybrid. A template for the

Implementation Plan response is included in Appendix 3 of the RFP, and Proposers must use this template to outline their anticipated approach, roles, and responsibilities. This plan is to be submitted as part of the proposal. After the Agreement is executed, the successful Proposer will be required to submit a final Project Plan and Deliverables, formally committing to the project.

At a minimum, the proposal should cover key areas such as Project Management, Project Schedule with high-level phases and time estimates, Hardware and Software Selection and Installation (including database), Requirements Review, Business Process Re-

Engineering, Metadata Design, Configuration, Change Management Control, Back Scanning Strategy, Integration

Development/Configuration, Testing (including Unit, System, and Integration testing), Training (for System Infrastructure, Business

Administrators, and End-Users), System and Business Process Acceptance Testing, Transition to Full Operations, Post Go-Live Support, and Backup and Recovery. The proposal should also define the required resources, timing, and deliverables for both the Proposer and the City for each of these tasks.

Furthermore, the Proposer is required to provide the City with detailed information regarding the costs of software, including licensing and initial configuration/customization, system flexibility, compliance with the City's requirements - including the Cloud Hosting Policy, the system’s "look and feel" (including integration with RiskMaster), the architecture of the solution, implementation services (such as requirements review, design, configuration, business process re-engineering, testing, training, and post go-live support), annual maintenance and support costs, the financial stability of the company, any additional services, and future upgrade costs and support agreements.

Contract Termination for Default. Has the Proposer’s company had a contract terminated for default in the last five years? Termination for default is defined as notice to stop performance which was delivered to the Proposer due to the Proposer's non-performance or poor performance and the issue of performance was either not litigated due to inaction on the part of the Proposer, or litigated and determined that the Proposer was in default. If the company has had a contract terminated for default in this period, submit full details including the other party's name, address, and phone number. Present the company’s position on the matter. City Representative will evaluate the facts and may, at its sole discretion, reject the RFP on the grounds of its past experience.

Contract Litigation/Legal Proceedings. The Proposer shall identify any pending lawsuits, past litigation relevant to the subject matter of this RFP, and provide a statement of any litigation or pending lawsuits that have been filed against the Company in the last five years.If an action has been filed, state and describe the litigation or lawsuit filed, and identify the court or agency before which the action was instituted, the applicable case or file number, and the status or disposition for

4.8. Minimum Criteria

The CDMS provides management controls for various format types such as Microsoft Word, Excel, PowerPoint, Adobe PDF, HTML, text, JPG, and TIF files. Documents can be organized by type along with metadata, including title, document date, author, subject, approved by, and meeting date. Text notes can be associated with any document. The system supports full-text searching of documents, attachments, metadata, and related text notes. Additionally, all content can be emailed and printed.

Workflow

The CDMS uses Workflow to guide documents and related attachments through the required review and approval processes. All activities are logged, and status updates are available for review by designated Risk Management staff. Processes related to claims management workflows include:

New Liability Claim Intake New Subrogation Claim Intake Attaching Documents to Claim Assignment of Claims Tasks Sample Workflows

New Liability Claims New Subrogation Claims New Document Task Assignment The Successful Proposer will create, test, and establish new workflows. The workflow steps should apply inline user authentication

(e.g., identification confirmation via a network user ID and password challenge) as part of the electronic signing process. Additionally, workflow status monitoring and tracking methods will be established, issuing follow-up reminder notifications as needed.

Activities, Functions, and Features Overview

The introduction of the CDMS is expected to significantly impact how employees store, preserve, locate, and deliver claims information.

The CDMS will reshape daily business activities and service provisions, resulting in increased productivity and improved information service delivery. The CDMS will enable the efficient management of unstructured City information and provide the technology infrastructure to support the content lifecycle. Key components of the CDMS include:

Efficient categorization and classification of content, facilitating quick retrieval with various search and look-up options, and multiple delivery methods Document capture and imaging for digitizing and managing paper documents Content-centric workflow and collaboration for effective information sharing Document management for check-in/out, version control, security, and library services for business documents Records management for long-term archiving, retention, compliance policies,…