DOR15018 Hardware Queuing RFP.pdf

State of Colorado

Department of Revenue

Driver’s License Office Queuing Hardware

Request for Proposals # DOR15018/Queuing Hardware

Published: 1/12/2015

TABLE OF CONTENTS

GLOSSARY

SECTION 1 INTRODUCTION

SECTION 2 BACKGROUND, OVERVIEW AND GOALS

2.1 Background

2.2 Overview

2.3 Goals

SECTION 3 RFP ADMINISTRATIVE INFORMATION

3.1 Issuing Office

3.2 Invitation to Submit Proposals

3.3 Purpose

3.4 Instructions

3.5 Schedule of Activities and Timeline

3.7 Pre-Proposal Conference

3.8 DLO Site Visits

3.9 Modifications or Withdrawal of Proposals

3.10 Proposal Submission

3.11 Addendum or Supplement to Request for Proposal

3.12 Oral Presentation/Site Visits/Demonstration

3.13 Acceptance of RFP Terms

3.14 Protested Solicitations and Awards

3.15 Confidential/Proprietary Information

3.16 RFP Response Material Ownership

3.17 Proposal Prices

3.18 Selection of Proposal - Notice

3.19 Award of Contract

3.20 Standard Contract

3.21 Acceptance of Proposal Content

3.22 RFP Cancellation

3.23 State Ownership of Contract Products/Services

3.24 Incurring Costs

3.25 Non-Discrimination

3.26 Rejection of Proposals

3.27 Parent Company

3.28 News Releases

3.29 Certification of Independent Price Determination

SECTION 4 STATEMENT OF WORK

4.1 Offeror Qualifications

4.2 Requirements – General

4.3 Hardware - General

4.4 Security

4.5 Implementation

4.6 Long Term Account Management, Maintenance, and Support

SECTION 5 OFFEROR’S RESPONSE FORMAT

5.1 Purpose of Response Section

5.2 General Submission Requirements

5.3 Administrative

5.4 Executive Summary

5.5 Compliance with RFP Section 4, Statement of Work

5.6 Oral Presentation and Demonstration

5.7 Pricing (Cost) Proposal

SECTION 6 PROPOSAL EVALUATION

6.1 Overview

6.2 Evaluation Process

6.3 Basis for Award

Appendix A – DLO Locations

Appendix B – Current Hardware and Replacements

GLOSSARY

Many abbreviations and acronyms are used throughout this document. The following glossary is presented in order to offer a quick reference for the reader who may not be familiar with all of these terms.

Term/Acronym Meaning

ADA Americans with Disabilities Act

CI Colorado Interactive

CISP Colorado Information Security Policies. The State’s policies and standards can be found at:

http://www.colorado.gov/cs/Satellite/OIT- Main/CBON/1249667231891).

CO DOR Colorado Department of Revenue

Contractor The successful contractor with which the State contracts as a result of this solicitation.

C.R.S. Colorado Revised Statutes, a compilation of our State laws

Denver Metro Area Adams, Arapaho, Boulder, Broomfield, Denver, Douglas, and Jefferson counties

DLO Driver’s License Office

DMV Division of Motor Vehicles

End of Life Term used with respect to a product supplied to customers, indicating that the product is in the end of its useful life, and a vendor intends to stop marketing, selling, or sustaining it.

Evaluation Committee The group of individuals who review the proposals received as a result of this RFP and will recommend the successful Offeror for award.

Go Live The actual date of Implementation of the System Hardware into production.

Implementation The phase of the project during which the System Hardware is installed, tested, and accepted.

Key Personnel Offeror personnel responsible for the management, planning, design, testing, implementation, installation, system integration, security, and ongoing maintenance of the System Hardware and processes.

http://www.colorado.gov/cs/Satellite/OIT-Main/CBON/1249667231891 http://www.colorado.gov/cs/Satellite/OIT-Main/CBON/1249667231891

Kiosk The device that customers use to enter the queuing system when arriving at a DLO.

Media Player Computer located in each office that connects to the queuing system and transmits announcements and informational slides to speakers and TV Monitors located in that office.

Normal Business Hours Currently Monday through Friday, 8:00 AM – 5:00 PM Mountain Time, but are subject to change (expanded or decreased by office) during the term of the contract, including any extensions or renewals (refer to Appendix A for office location and business hours).

Offeror The successful offeror with which the State contracts as a result of this solicitation

OIT Office of Information Technology

OS Operating System

PC Personal Computer

QFlow The centralized queuing system from ACF Technologies and supported by CI.

RFP Request for Proposals, this solicitation

SOW Statement of Work in this RFP

State State of Colorado, may include CO DOR, DMV and OIT

Subcontractor Third party resources, which could mean subcontractors, contractual employees, consultants, or any other person who is not a full time employee of the Offeror.

System Hardware Kiosk computer, kiosk monitor, cabinet, printer, Media Player, TV Monitor, optional indoor speakers, optional outdoor speakers, cabling and wiring, mounting hardware and other accessories, firmware, OS, secured browser and anti-virus application.

TV Monitor Monitor used to provide visual cues and informational slides to customers in waiting area.

VSS Vendor Self-Service

WBS Work Breakdown Structure

SECTION 1 INTRODUCTION

The Colorado Department of Revenue (CO DOR), Division of Motor Vehicles (DMV) is seeking qualified offerors who can provide, install, and maintain hardware for an existing queuing and appointment scheduling system.

The purpose of this Request for Proposals (RFP) is to select an Offeror to provide, install and support kiosks, TV Monitors, Media Players, and other related components necessary for a fully functional queuing system in Colorado Driver’s License Offices (DLOs) that meets the specifications and requirements described in this RFP.

Related components may include, but are not limited to the following; speakers, cables, cabinets or other protective enclosures required for installation and full operation. The State is responsible for the network infrastructure, QFlow application software, and QFlow hosting.

Offeror will ensure that all System Hardware provided is compatible with QFlow. It must also comply with Colorado Information Security Policies (CISP); including but not limited to a security hardened operating system (OS).

Appendix A lists the DLO locations in Colorado. The Offeror will provide, install, maintain and support the System Hardware and work with the State to ensure effective, sustained operation.

The terms, conditions, and prices of the resulting contract will remain firm during the period of the contract, including any extensions. The initial term of the resulting contract will be three (3) years plus the option to renew for up to two (2) one (1) year extensions. There will be an Implementation period from the time the contract is executed (effective date) to successful Implementation of the hardware into production by May 31, 2015, unless funding is extended.

Each DLO identified in the resulting contract is expected to be fully tested, accepted, and consistently operational at time of Implementation.

SECTION 2 BACKGROUND, OVERVIEW AND GOALS

2.1 Background

The DMV seeks an Offeror to provide, install and maintain hardware that can meet or exceed requirements set forth by the State. The DMV currently utilizes a centralized queuing system (QFlow), supported by Colorado Interactive (CI), with kiosks and ancillary hardware in fifteen

(15) DLOs referenced in Appendix B. The DMV is seeking to replace the existing kiosks and also expand the queuing system to sixteen (16) additional DLOs referenced in Appendix A.

The proposed System Hardware should take into account the existing driver's licensing operational process and existing information technology solutions. The current typical hardware setup consists of a kiosk running Windows 7, touch screen monitor, second monitor for announcements, thermal printer, surge protector, 46” wall mounted television screen, wall/ceiling mounted speakers, separate media player PC, and barcode scanner. See Appendix B for list of existing equipment by office locations.

2.2 Overview

The DMV is pursuing a new contract for an Offeror to provide kiosks and ancillary hardware.

Proposals will utilize non-proprietary communications, data and file format. The proposed hardware will be designed and developed with information security as a priority.

2.3 Goals

The goals of the System Hardware include:

• Compliance with Colorado Revised Statutes (C.R.S.);

• Compliance with applicable CISP;

• Compliance with Americans with Disabilities Act (ADA);

• Acquire new technology while maintaining current functionality; and

• Ensure that the System Hardware is installed, tested, and successfully integrated with

QFlow by May 31, 2015, unless funding is extended.

SECTION 3 RFP ADMINISTRATIVE INFORMATION

3.1 Issuing Office

This RFP is issued by the State for the benefit of the DMV and the citizens of Colorado. The Purchasing Agent, Elizabeth Hewes, is to be the sole point of contact concerning this RFP. All official communication must be done through Elizabeth Hewes.

3.2 Invitation to Submit Proposals

The State no longer “contacts” prospective offerors about solicitations. Rather, notices are posted on Vendor Self Service (VSS) (https://codpa-vss.hostams.com/webapp/PRDVSS1X1/AltSelfService). Offerors who have an interest may submit a proposal in accordance with the terms of the RFP.

Because of the limited competition expected from VSS vendors on this solicitation, the procuring agency intends to use both VSS and additional methods of vendor notification and may make the specifications available to non-registered vendors through additional means. However, quotes, bids, or offers submitted by non-registered VSS vendors will not be opened or considered (except as necessary to determine registration status) unless, after examination of quotes, bids, or offers submitted by VSS registered vendors, it is determined that there is not adequate competition among VSS registered vendors. If adequate competition (as defined in Colorado Procurement Rule R-24-103-101-01) exists among registered vendors, quotes, bids, or offers from non-registered vendors will not be considered. A vendor is considered registered if its registration is received in VSS prior to the solicitation opening date and time.

3.3 Purpose

This RFP provides offerors with sufficient information to enable them to prepare and submit proposals for consideration by the State to satisfy the need for expert assistance in the completion of the goals in this RFP.

3.4 Instructions

This RFP contains instructions governing the proposal to be submitted and the material to be included therein; mandatory requirements which must be met to be eligible for consideration;

and other requirements to be met by each proposal.

3.5 Schedule of Activities and Timeline

ACTIVITY DATE / TIME (Mountain Time)

1. RFP Publication. RFP Notice published on VSS. January 12, 2015

2. Inquiries. See Section 3.6, Inquiries, for the process on submitting inquiries.

January 21, 2015

5:00 PM

3. PROPOSAL SUBMISSION DEADLINE

Submit four (4) copies: one (1) original and three (3) copies plus an electronic copy. Include pricing proposal with your submission.

February 11, 2015

1:00 PM MT

https://codpa-vss.hostams.com/webapp/PRDVSS1X1/AltSelfService https://codpa-vss.hostams.com/webapp/PRDVSS1X1/AltSelfService

6. Oral Presentations (if required) Week of March 9, 2015 (estimated)

7. Selection, posting on VSS of “Notice of Intent to Make Award”

March 23, 2015 (estimated)

8. Implementation deadline May 31, 2015

9. Contract period Contract effective date through three (3) years with option to renew for up to two (2) additional one (1) year periods

3.6 Inquiries

Offerors may make written inquiries (via mail, fax or email) concerning this RFP to obtain clarification of requirements. No inquiries will be accepted after the date and time indicated in the Schedule of Activities. Send all inquiries, preferably via email, to the Purchasing Agent, Elizabeth Hewes, at:

Department of Revenue Attn: Elizabeth Hewes 1375 Sherman Street, Room 443 Denver, CO 80203 Fax: (303) 866-2990

Email: Elizabeth.Hewes@state.co.us

Inquiries must be clearly marked with “RFP No. DOR15018/Queuing Hardware”

Responses to offerors’ inquiries will be published, in a timely manner, on VSS. Offerors will not rely on any verbal statements that alter any specification or other term or condition of the RFP.

Such changes are valid only if provided in writing by the Purchasing Agent.

3.7 Pre-Proposal Conference

There will not be a pre-proposal conference. Reference Section 3.6 for the process on submitting inquiries related to this RFP.

3.8 DLO Site Visits

DLO site visits are not required. In the event an offeror wishes to visit a site, they may do so since the sites are public access. The DMV is requesting that any site visits result in minimal disruption to the operations of the DLO. Failure of an offeror to perform site visits does not preclude an offeror from meeting or exceeding all requirements set forth in this RFP. Offerors will not rely on any verbal statements that may alter any specification or other term or condition of the RFP. Such changes are valid only if provided in writing by the Purchasing Agent.

3.9 Modifications or Withdrawal of Proposals

Proposals may be modified or withdrawn by offeror prior to the established due date and time.

mailto:Elizabeth.Hewes@state.co.us

3.10 Proposal Submission

Proposals must be received on or before the date and time indicated in the Schedule of Activities.

Late proposals will not be accepted. It is the offeror’s responsibility to ensure that proposals are received by the State on or before the submission deadline indicated in Section 3.5. Offerors mailing their proposals must allow sufficient mail delivery time to ensure receipt of their proposals by the time specified. Postmarks are not sufficient for timely submissions. The proposal package will be delivered to:

Attn: Elizabeth Hewes 1375 Sherman Street, Room 443

Denver, CO 80203

If sending through the mail, please use the following address:

Attn: Elizabeth Hewes Room 443 P.O. Box 17087

Denver, CO 80217-0087

One copy of the State of Colorado Request for Proposal – Confirmation of Offer form (attachment labeled Confirm) MUST be completed and signed in ink by a person who is legally authorized to bind the offeror to the proposal. The signed form is to be included with the proposal copy that is marked as ORIGINAL.

Submit three (3) copies of your proposal in addition to the original copy, for a total of four (4) copies of your proposal. Four (4) copies of the pricing proposal must be submitted in a separate sealed envelope, with the original proposal. Offeror will not reference pricing within its proposal, with the exception of what is contained within the separate sealed envelope provided with the original proposal only. Submit one electronic copy of your proposal with the original proposal. Proposals that are determined to be at a variance with this requirement may not be accepted.

Proposals must be sealed and submitted in an appropriate envelope, package or box. Please include the following information on the outside of the envelope and/or package:

OFFEROR'S NAME

RFP Number

PROPOSAL DUE DATE AND TIME

The State desires and encourages that proposals be submitted on recycled paper, printed on both sides. While the appearance of proposals and professional presentation is important, the use of non-recyclable or non-recycled glossy paper is discouraged.

3.11 Addendum or Supplement to Request for Proposal

In the event that it becomes necessary to revise any part of this RFP, a modification notice will be posted on VSS. It is very important that offerors check VSS on a regular basis, as this is the sole means for communicating any clarifications or changes to RFP content and/or requirements.

3.12 Oral Presentation/Site Visits/Demonstration

Offerors may be asked to make oral presentations or to make their offices available for a site visit by the Evaluation Committee. Such presentations and/or site visits will be at the offeror's expense. A demonstration of the proposed system will be required as part of the presentation.

3.13 Acceptance of RFP Terms

A proposal submitted in response to this RFP will constitute a binding offer. The autographic signature of the offeror will indicate acknowledgment of this condition. Signature will be that of a person legally authorized to execute contractual obligations. A submission in response to this RFP acknowledges acceptance by the offeror of all terms and conditions including compensation, as set forth herein. An offeror will identify clearly and thoroughly any variation between its proposal and the State’s RFP requirements. Failure to do so will be deemed a waiver of any rights to subsequently modify the terms of performance, except as outlined or specified in the RFP.

3.14 Protested Solicitations and Awards

Any actual or prospective offeror may file a protest on any phase of solicitation or award, including but not limited to specifications, award, or a disclosure of information marked confidential in the response. The protest will be submitted to the Purchasing Manager, Sherri Gibson, in writing, within seven (7) working days after such aggrieved person knows, or should have known, of the facts giving rise thereto. Ref. Section 24-109, 101 et. seq., C.R.S., as amended; Section 24-109, 201 et. seq., C.R.S. as amended; Section R-24-109-101 through R-24- 109-206, Colorado Procurement Rules.

Department of Revenue Attn: Sherri Gibson 1375 Sherman Street, Room 469 Denver, CO 80203 Fax: (303) 866-2990

Email: Sherri.Gibson@state.co.us mailto:Sherri.Gibson@state.co.us

3.15 Confidential/Proprietary Information

Any proposed restrictions for the use or inspection of material contained within the proposal will be clearly stated in the proposal itself.

Step 1. The offeror, with its proposal will submit written requests for confidentiality. The offeror must provide a justification and state specifically what elements of the proposal are to be considered confidential/proprietary.

Step 2. Confidential/proprietary information must be readily identified, marked, and packaged separately from the rest of the proposal. Commingling of confidential and/or proprietary information with other information is NOT acceptable.

Step 3. The Purchasing Agent will make a written determination as to the apparent validity of any written request for confidentiality. Neither a proposal in its entirety, nor proposal price information will be considered confidential and proprietary. Any information that will be included in a resulting contract cannot be considered confidential.

Step 4. In the event the State does not concur with the offeror's request for confidentiality, the written determination will be sent to the offeror. Ref. Section 24-72-201 et. seq., C.R.S., as amended, Public (open) Records.

Step 5. If the offeror does not agree with the Purchasing Agent’s determination and the parties cannot come to an agreement, the offeror may file a protest. See paragraph 3.14 in this section for more information regarding protest rights.

3.16 RFP Response Material Ownership

All material submitted regarding this RFP becomes the property of the State. Proposals may be reviewed by any person after the "Notice of Intent to Make an Award" letter has been issued, subject to the terms of Section 24-72-201 et. seq., C.R.S., as amended, Public (open) Records.

3.17 Proposal Prices

Estimated proposal prices are not acceptable. Proposal prices will be considered your best and final offer, unless otherwise stated in the RFP. The proposal price will be considered in determining the apparent successful Offeror.

3.18 Selection of Proposal - Notice

An Evaluation Committee will review and evaluate offers submitted and make a recommendation for award. This selection will be for award to the responsible Offeror whose proposal is determined to be most advantageous to the State. The State will post a "Notice of Intent to Make an Award" on VSS which will announce the selected.

3.19 Award of Contract

The award will be made to the responsible Offeror whose proposal, conforming to the RFP, will be the most advantageous to the State, price and other factors considered. A contract must be completed and signed by all parties concerned. In the event the parties are unable to enter into a contract, the State may elect to cancel the "Notice of Intent to Make an Award" letter and make the award to the responsible Offeror whose proposal would subsequently have received the award.

3.20 Standard Contract

The contract to be executed is included as an attachment to this solicitation (see attachment labeled Contract). The State, in addition to the terms and conditions outlined in the attached draft contract will incorporate Special Provisions into the contract resulting from this RFP. The draft contract includes these Special Provisions.

If an offeror has any suggested modifications to the contract, the offeror must include and clearly indicate such modifications in its offer. The decision to reject, accept, or further negotiate suggested changes would be at the State’s discretion. If a firm normally seeks counsel on contract terms, please do so before submitting a response to this RFP.

The offeror signature on the Request for Proposal - Confirmation of Offer (see attachment labeled Confirm) is confirmation that the offeror understands and acknowledges that any award will require a contract between the State and the offeror containing the terms and conditions in the attached contract.

3.21 Acceptance of Proposal Content

The contents of the proposal (including persons specified to implement the project) of the successful Offeror will become contractual obligations if acquisition action ensues. Failure of the successful Offeror to accept these obligations in a contract, purchase order, or similar authorized acquisition document may result in cancellation of the award and such Offeror may be removed from future solicitations.

3.22 RFP Cancellation

The State reserves the right to cancel this RFP at any time, without penalty.

3.23 State Ownership of Contract Products/Services

Proposals, upon established opening time, become the property of the State of Colorado. All products/services produced in response to the contract resulting from this RFP will be the sole property of the State of Colorado, unless otherwise noted in the RFP or contract. The contents of the successful Offeror's proposal will become contractual obligations.

3.24 Incurring Costs

The State is not liable for any cost incurred by offerors prior to issuance of a legally executed contract, purchase order, or other authorized acquisition document. No property interest, of any nature, will occur until a contract is awarded and signed by all concerned parties.

3.25 Non-Discrimination

The offeror will comply with all applicable State and Federal laws, rules and regulations involving non-discrimination on the basis of race, color, religion, national origin, age or sex.

3.26 Rejection of Proposals

The State reserves the right to reject any or all proposals and to waive informalities and minor irregularities in proposals received and to accept any portion of a proposal or all items proposed if deemed in the best interest of the State.

3.27 Parent Company

If an offeror is owned or controlled by a parent company, the name, main office address and parent company's tax identification number will be provided in the proposal. The tax identification number provided must be that of the offeror responding to this RFP

3.28 News Releases

News releases pertaining to this RFP will NOT be made prior to execution of the contract without prior written approval by the State.

3.29 Certification of Independent Price Determination

Except as otherwise disclosed with particularity, through its submission of a quote, bid, or offer, the offeror certifies that the prices and other terms in the quote, bid, or offer have been arrived at independently without any consultation, communication, agreement with, or knowledge of the contents of the quote, bid, or offer by, any other competing offeror. For purposes of this paragraph, "consultation, communication, agreement with, or knowledge" does not include knowledge of prices or terms gained through availability of established price lists or catalogues made available to the public by the competing offeror. No attempt has been made or will be made by the offeror to induce any other person or firm to submit or not to submit a proposal for the purpose of restricting competition.

3.30 Performance Bond

Performance bond requirements are in Section 20.Z of the draft contract.

SECTION 4 STATEMENT OF WORK

Each of the sections below lists the criteria for the System Hardware. Offerors should concisely explain how their hardware will satisfy these criteria. Images and other information should be included in the response. Offerors should consider how their hardware will meet or exceed the listed criteria; cite any specific software, hardware or other site requirements that are necessary;

and describe any value added solutions. The response to each section should be clearly labeled, as outlined in response section of this document.

Proposals that are not in compliance with the requirements set forth in this RFP may be considered non-responsive. The information listed in this section will become the contractual requirements and will be incorporated into the contract that results from this procurement.

Offerors will not include pricing in response to the Statement of Work (SOW). Pricing must be submitted in the format requested in Section 5 of this RFP.

4.1 Offeror Qualifications

4.1.1 Offeror should have experience, within the past three (3) years, providing goods and services similar in size and scope to this SOW.

4.1.2 Offeror and approved Subcontractors should have experienced desktop installation technicians on staff or as a subcontractor, who have experience with the proposed hardware and software and have maintained this status for at least the previous two (2) years.

Q1. Provide information about your company to include: company’s business objectives, capabilities, and why it should be selected to complete this project; number of employees and company location(s), including any presence in Colorado; and high-level corporate organization charts of your company.

Q2. Document relevant experience, past or present, that your company has that is similar in size and scope to the SOW contained in this RFP, giving particular emphasis to those that are comparable in scope and complexity. Describe any other experience that demonstrates the qualifications of your company for the performance of the contract. Include any relevant experience with government clients.

Q3. Provide references from at least two (2) different client organizations for which the company has successfully bid and provided goods and services for in the past three (3) years.

References should include information that validates company’s proposed solution. The State may contact the references and retains the right to call anyone within the referenced organization to verify the quality of the work performed. The client name, contact person, phone number and email address must be included. The State reserves the right to contact any former client with whom the company is known to have done business whether provided as a reference or not.

Q4. Provide resumes, roles and responsibilities of the proposed technicians. Include certifications demonstrating qualifications.

4.2 Requirements – General

4.2.1 The Offeror will ensure that DLO locations are included as noted on Appendix A, Locations. Some locations require replacement of existing System Hardware and others will be new installation of System Hardware. The State reserves the right to modify Appendix A to add, remove or change location of a DLO throughout the term of the contract, including any extensions or renewals. Any additions, removals, or changes that happen after deployment will be handled in a contract amendment.

4.2.2 The Offeror will ensure the System Hardware has been installed and is fully and consistently operational by May 31, 2015, unless otherwise extended.

4.2.3 Throughout the term of the contract, including any extensions or renewals, the System Hardware must comply with applicable CISP, including, but not limited to:

security, privacy, and /or hardware where applicable. The System Hardware will be subject to security reviews by Office of Information Technology’s (OIT’s) CISP during the design phase and before State acceptance. The System Hardware must meet applicable security standards detailed in CISP.

4.2.4 The Offeror must include all System Hardware, installation services, and long term maintenance and support required to make the hardware fully operational and functional throughout the term of the contract, including any extensions or renewals.

Appendix B provides the quantities of current hardware and replacement hardware currently being used.

4.2.5 In the event business processes are significantly altered and/or new technology is available and agreed upon, the State may incorporate changes to the contract through a mechanism set forth in the contract.

4.2.6 The State will conduct periodic reviews with the Offeror regarding the adequacy of Offeror staff skills, service practices, and headcount. The Offeror is obliged to provide quality service and failure to do so must be reflected in additions and improvements.

Inadequate staffing and performance may be reflected in liquidated damages and other remedies available to the State. The State will provide formal notice of inadequacy and will determine whether a cure period is reasonable prior to initiating any actions against the Offeror.

Q5. Provide affirmation of your ability and willingness to meet or exceed the requirements listed above. Discuss any concerns or exceptions.

Q6. Briefly describe the System Hardware’s capability for meeting the requirements regarding statewide locations and integrating with existing queuing system (QFlow).

Q7. Discuss ability of proposed System Hardware to adapt to altered business processes and/or new technology.

Q8. Provide a System Hardware plan, including image creation, updates, patching, security measures to protect the system, including proposed tools to be used.

4.3 Hardware - General

4.3.1 All System Hardware components will be new.

4.3.2 All System Hardware components will include labeling with the manufacturer’s name and model number as well as the serial number.

4.3.3 Devices should qualify as highly durable goods and will be approved by the State.

Highly durable goods are products that have a life span of three (3) years without need for replacement and are used by multiple users multiple times per day.

4.3.4 System Hardware will be compatible with current queueing system.

4.3.5 Meets ADA Standards.

4.3.6 Due to office space limitations, some offices may require System Hardware with a smaller footprint.

4.3.7 Cabling and Wiring

All necessary cables, wires, connectors, or other peripheral devices necessary for the installation of the hardware to the audio/video, network, and power sources must be included by the Offeror as determined in site surveys and agreed upon by the State. Cabling must meet OIT Cabling Standards and all cabling must be tested and test results submitted to OIT.

4.3.8 Mounting Hardware or Other Accessories

All hardware must be professionally installed and maintained using appropriate mounting hardware or other accessories as needed.

4.3.9 Hardware Availability

All hardware must be currently available. System Hardware must not be within three (3) years of End of Life cycle at the time of installation. Offeror must supply the original release date of the hardware and any known withdrawal dates including, but not limited to withdrawal dates for marketing, enhancements, and support.

4.3.10 Operating System

• Offeror to recommend an OS.

o If Microsoft OS is recommended, it must be current OIT approved Windows OS 7 or newer with current service pack or a light operating system with a browser. Offeror must install OIT provided McAfee client and license on the System Hardware.

o If a light OS with a browser is recommended: Offeror must work with OIT’s Office of Information Security on a mutually agreed upon solution for securing and monitoring the System Hardware.

• OS is to be replaced by Offeror a year prior to End of Life for operations at Offeror’s expense.

4.3.11 Hardware Specifications

• Proposals should include representative hardware specifications with the understanding that exact models may change prior to the purchase date, and will be agreed upon at that time.

• In the event that any hardware becomes unavailable or discontinued, and the quantity of replacement hardware reaches a level less than what would normally be replaced in any 6 month period, Offeror agrees to work with the State to identify acceptable replacement hardware and to take steps necessary to implement the use of the replacement hardware at no additional cost to the State.

4.4 Security

4.4.1 Controlled Use

The hardware must not allow user access to the OS, utility software, or any other software that might allow the System Hardware to be used for unauthorized purposes. Only authorized users will be allowed access to these functions. System Hardware must be secured as determined by the State. Browser access must have the capability to be limited to the queuing system.

4.4.2 Remote Access

Procedures for remote access by Offeror personnel for purposes of diagnostics and support will be facilitated with the assistance of OIT and may require the Offeror be able to accommodate a site-to-site VPN tunnel between OIT and

Offeror firewalls.Non-disclosure agreements must be signed and on file for all Contractor or subcontractor personnel accessing systems remotely. Host level access rules should include secure connections per FIPS 140-2 standard for remote administration. See P-CISP-005 Vendor Management Policy.

4.4.3 Audit Functions

All access to maintain and support hardware must be logged.

4.4.4 Security – General

Systems will be hardened, monitored, maintained, and must comply with CISP and industry best practices/standards.

Q9. Provide a detailed list of proposed hardware and components identified in Section 4 that provides an interface to the queue application to include: manufacturer, model numbers, any additional hardware required to complete the System Hardware, and specification sheets. If Windows compatible PCs can be replaced with a console with a light operating system and a browser please provide options.

Q10. Provide the End of Life cycle for the proposed hardware as provided by the manufacturer.

Q11. Describe the OS to be included with the hardware.

Q12. Provide affirmation of your ability and willingness to meet or exceed the requirements listed above. Discuss any concerns or exceptions.

4.5 Implementation

4.5.1 Implementation Manager

The State has designated the Implementation Manager as Key Personnel for the Implementation.

• The Offeror is to provide an Implementation Manager with experience managing similar large-scale hardware implementations.

• The Implementation Manager must be available to work on-site during

Implementation.

4.5.2 Change Control

4.5.2.1 Documentation

• All changes must be documented in accordance with CO DOR Change Management process. Approval must be obtained prior to any work on changes. Documented changes must have official sign-off by both the State and Offeror project managers, and must include the reason for the change as well as any related impact(s).

• The Offeror must provide a change management plan, and at a minimum, address:

o How changes will be identified, documented, evaluated, approved or rejected, and tracked through implementation;

o How impact analysis and options will be documented and presented;

o Roles and responsibilities of all entities involved in the change control process;

o Identification of an escalation process and authority levels for changes;

and o Forms and workflow.

• OIT will also document planned changes in OIT’s change management application. All production changes are to be coordinated with the OIT change coordinator.

4.5.2.2 Change Orders

• As a result of the change management process, it may be determined that a change order is necessary.

• All change orders require approval from the State’s project managers.

• All change orders that require additional funds will be memorialized through a mechanism available in the contract prior to any work being performed.

• Change orders that do not require additional funds may still require a modification to the contract as determined by the State.

• Change orders submitted for work that has already been completed will NOT be considered.

4.5.2.3 Addition of Outside Resources

At any point during the term of the contract, including any extensions or renewals, the Offeror may choose to bring in third party resources, which could mean subcontractors, contractual employees, consultants, or any other person who is not a full time employee of the Offeror (hereinafter referred to as Subcontractor). The Offeror must notify the State for pre-approval of the use of a Subcontractor. The Subcontractor will be required to meet all contractual requirements. Offeror’s personnel onsite must be identified by the vendor’s ID badge.

4.5.3 Upgrades and Documentation

4.5.3.1 Upgrades, Patches, Fixes, or Other System Hardware Updates

• All software updates, upgrades, and patches to the System Hardware will be included throughout the life of the contract at no additional cost to the State.

• Installation by Offeror of software updates and upgrades to Offeror’s System Hardware will occur within thirty (30) days of successful testing of a release by the State unless otherwise specified in this SOW or by the State.

• A pilot process of at least one (1) DLO may be used to ensure reliability of the upgrade, patch, fix, or other System Hardware updates. The State will determine the need for deployment to pilot DLO depending on the scope of the change.

• In the event of a problem with the upgrade, patch, fix, or other System Hardware updates, the Offeror must have the ability to immediately restore the previous version or release in order to keep the System Hardware in production.

4.5.3.2 User Operations Manuals

• The user operations manuals are intended to be used as a reference document. For DLO operations, one (1) hardcopy of the user operations manual must be provided by Offeror for every DLO.

• Offeror will provide one (1) soft copy to the State for inclusion on internal knowledge base.

4.5.3.3 Troubleshooting Documentation

The Offeror must supply documentation defining troubleshooting for OIT to perform a preliminary assessment of System Hardware failure. OIT will then be able to determine if the problem is a vendor or OIT responsibility.

4.5.3.4 Updates to Documentation

The Offeror must supply and/or update all training, operations, or troubleshooting manuals when a change to the System Hardware is implemented that creates a significant change to a process. The appropriate manuals must be redistributed by the Offeror to all impacted locations as described above.

4.5.4 Implementation and 90 Day Support

4.5.4.1 Implementation Plan

The Offeror will be responsible for preparing an implementation plan. The implementation plan must ensure that the System Hardware is installed, tested, accepted, and functional prior to the target Go Live date of the System Hardware. The Offeror must fully implement the System Hardware at identified DLOs as stated in Appendix A. The implementation plan is to include at a minimum:

• Listing of the Offeror and the State resources needed for each implementation task;

• Plan for conducting site surveys of all DLOs including delivery and staging of System Hardware at DLOs; and

• Plan for installation and coordination of a minimum of two (2) pilot DLOs.

4.5.4.2 Implementation Schedule

• All installation of System Hardware will be done by the Offeror.

• The final Implementation of all system components must be completed by

May 31, 2015 unless funding is extended.

4.5.4.3 Pilot Phase

• A minimum of two (2) pilot DLOs will be selected for installation prior to full statewide rollout. The pilot DLO will be selected by the State and must be installed with on-site support from the Offeror. Depending on the disruption to the office the install may be during the day, before or after hours as determined by the State.

• The Offeror must be responsible for monitoring and reporting on activities at the pilot DLO to ensure successful operation.

4.5.4.4 Implementation

• Upon approval by the State of all testing, including successful

Implementation of the pilot phase, the Offeror must complete full Implementation. Full Implementation by the Offeror will be completed pursuant to a schedule agreed upon by the State and the Offeror.

• Offeror must provide on-site support for the DLOs for the day of Go Live.

4.5.4.5 Installers

The Offeror must ensure that its installers are fully trained, passed the State’s background checks, and have prior relevant experience. Installers must arrive on time to all DLOs according to the Implementation schedule. All installers must be professional in their work and behavior. Installers must complete the installations in the time allotted in the schedule with minimal disruption to the DLO operations.

4.5.4.6 Professional Installation of System Hardware

• All System Hardware must be professionally installed using guidelines established by the State and the Offeror during project planning.

• All installation tools and hardware must be provided by the Offeror.

• All cables must be clearly and legibly marked at both ends.

• Cable guides and ties must be used to route cables appropriately and to keep enough slack in the cable to prevent damage or loose connections.

• All System Hardware installations must be designed to keep cable clutter to a minimum and not to represent a hazard to the public or State staff.

• Inserts must be used in all counter holes to prevent damage to cables from rough cut holes.

• Installers must ensure work areas are cleaned and all trash removed prior to leaving the DLO.

• Any required installation checklists or forms must be completed by the Offeror and submitted to the State project managers immediately following installation at the DLO.

• Installation will not be accepted by the State until end-to-end testing is completed and documented successfully through a process mutually agreed upon by the Offeror and the State.

• In the event it is determined by the State or the Offeror that there are problems with the installation, the Offeror will be responsible to remedy the problems at no additional cost to the State.

• Offeror must adhere to best practices and industry standards.

• Offeror will coordinate with OIT and DMV for the disposal of existing hardware.

4.5.4.7 90 Day Support Plan

• The Offeror must provide a comprehensive plan for hardware support during the pilot, Implementation, and initial ninety (90) days of production.

• Offeror support must be available to installers and the State staff at all times during installation and configuration of any System Hardware component.

• Offeror must provide dedicated support for the State during the first ninety

(90) days after full System Hardware Implementation before transitioning to Offeror’s long term support. This must include a transition plan to OIT Service Desk Support.

4.5.4.8 Acceptance

• Acceptance applies to payment deliverables and non-payment deliverables identified in the Implementation plan. The acceptance process will be used as the governing standard for acceptance, including final written acceptance of each phase and final system acceptance.

• A detailed acceptance process will be contained in the project management plan and is subject to the State’s approval and modification.

Q13. Provide a complete description of Offeror role(s) and responsibilities. Identify any Subcontractors that are included in your proposal and briefly explain what services they will provide for the project.

Q14. Identify the staff member(s) who would have final responsibility for management of the contract, who would be the key personnel, who would manage the account on a day-to-day basis, and who would back up the day-to-day manager.

Q15. Provide resumes for the individual(s) proposed and the role(s) they will fill. Identify qualifications and certifications, relevant expertise and work experience related to the proposed project.

Q16. Stipulate that the level of service (number of people and their experience and estimated hours) committed to the State in this proposal will be maintained throughout the contract and that the State will pre-approve any replacement in key project related personnel positions, as determined by the State.

Q17. Provide a draft project schedule/Work Breakdown Structure (WB)S for this project that includes project phases and milestones required from project initiation through full implementation (i.e. planning, analysis, design, development, testing, deployment, and operations), working backwards from the target implementation date of May 31, 2015. The WBS must indicate timeline for completion of documentation such as training plan, test plan, implementation plan, etc.

Q18. Provide a draft project change management plan for this project that includes a description of how the Offeror project manager has implemented change control processes for other projects similar in size and scope.

Q19. Provide a draft test plan for this project. Describe your overall approach to testing, specifically addressing the requirements.

Q20. Provide a draft implementation plan for this project using the appendices. In the plan, specifically address the State’s high level implementation timeline. Include the pilot phase, implementation and installers to be used.

Q21. Indicate your ability to meet the State’s deadline for implementation by May 31, 2015.

Discuss challenges you have faced with implementation of similar projects and how you handled those challenges to mitigate risk to the project.

Q22. Discuss other methods of implementation that may be more efficient for this project based on your experience.

Q23. Provide an overview of the 90-day support plan available for the proposed System Hardware. Describe details of the maintenance (response times, phone numbers, contact information, support, etc.). Describe how the proposed maintenance will support the maintenance requirements as set forth in the RFP.

Q24. Provide affirmation of your ability and willingness to meet or exceed the requirements listed above. Discuss any concerns or exceptions.

4.6 Long Term Account Management, Maintenance, and Support Requirements After the initial ninety (90) days of support and final System Hardware acceptance, the State will require long term account management, maintenance, and support. The following section provides requirements for the long term management of the contract and details of expected service level agreements. The State has designated the Account Manager position as Key Personnel for the Long Term.

4.6.1 Account Manager

• Offeror will provide to the State one primary person who will be responsible for the long term management of the contract and service level agreement.

• The account manager will be an escalation point for issues that are not resolved through normal processes and within agreed upon timeframes.

• The account manager will be a liaison for the State with all other departments within the Offeror’s organization.

• The account manager must have a detailed understanding of the State configuration.

• The account manager should be an operations person who is capable of detailed technical discussions with the State, and whose primary responsibilities are not with sales and marketing.

• The Offeror must identify the account manager and have them involved in the detailed management of the project no later than user acceptance testing to ensure a smooth transition after System Hardware Implementation.

4.6.2 Service Level Agreement

4.6.2.1 Preventative and Remedial Maintenance

• The Offeror will provide all preventative and remedial maintenance for all System Hardware components including provision of all parts and labor during the term of the contract, including any extensions or renewals.

• On-site remedial maintenance for the System Hardware will be available during DLO working hours, generally between 8:00am and 5:30pm, Mountain Time, Monday through Friday. If the DLO working hours change, support times will need to be adjusted accordingly.

• Preventative maintenance for the System Hardware components must be completed during pre-arranged maintenance windows, generally on weekends, outside of Normal Business Hours.

• Costs related to maintenance of the System Hardware, including travel time and expenses, will not be billable to the State.

4.6.2.2 Replacement of Hardware

• The Offeror will replace any hardware if its maintenance or repair problems are chronic (requires a support call and occurs three (3) or more times within a thirty (30) day period).

• The Offeror is responsible for the replacement of any cables that fail or break during normal operating conditions.

• The Offeror will coordinate with the State for proper inventory tracking of all hardware from initial installation and through any service replacements.

• All replacement hardware must be current, available technology, and not obsolete, or discontinued per OIT standards.

4.6.2.3 Service Response Times

The Offeror will comply with the Service Response Times that are listed in the signed contract during Implementation of the System Hardware and during the term of the contract, including any extensions or renewals, at no additional cost to the State. The Service Response Time for a support request will be governed by the priority level of the request, as determined by the State and stated in the table below.

• The State desires the repair or replacement of any hardware and components within the following timeframes:

Service Response Times

Priority Level Definition Action

1 Due to hardware failure queuing system cannot function and there is no State acceptable workaround.