ESBD_453813_1757951765740_Attachment A – POS Software and Services - Submitter Questionnaire.docx

City of Waco, TX Request for Proposal For Point-of-Sale (POS) Solution and Implementation Services Atta chment A – Submitte r Questionna ire

Table of Contents

RFP for POS Software and Services August 27, 2025 City of Waco, TX Attachment A: Bidder Questionnaire

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1 Company Background Form If the bidder is proposing subcontractors for this project, provide a response to the Company Background Form for each subcontractor, the subcontractor’s relationship with that firm, and the specific services and/ or products that the subcontractor will be providing on the project. A complete list of subcontractors is required. The City has the right to approve all sub- contractors of the bidder at any time.

Company Name

Software Brand Name

Software Version Proposed (years in production)

Is this company the prime contractor?

1. What are the top three differentiators of your company and its proposed solution?

2. What strategic alliances have you made to further strengthen your product and services?

3. What is your marketplace focus?

· Small/ Local Governments

· Large Government

· Other ( specify):

4. What is your preferred customer size ( quantified in terms of budget, customers, population, etc.)?

5. Please describe the level of research and development investment you make in your products ( i.e., annual budget, headcount, etc.).

6. How many years have you been selling your solution to the public sector?

7. How many fully operational customer installations of the version proposed in this RFP, currently in production, has the bidder completed?

Cities

Other public sector

Other non-public sector

Overall

8. How many fully operational customer installations, in total, has the bidder completed?

Cities

Other public sector

Other non-public sector

Overall

9. How many current system implementations of your solution are in process within both the State of Texas and the region of the Country that includes the State of Texas?

In-process Implementations

State of Texas

Arkansas, Louisiana, New Mexico, Oklahoma, Texas

Total

10. Where is the bidder’s closest support facility/ sales office to Waco, Texas?

11. Where is the company headquarters?

12. Please list the bidder’s sales in the previous three years:

13. How many total employees does the bidder have in each of the following categories?

Sales/Marketing

Management/Administration

Help Desk Staff

Development Staff

Other (please list)

Total

14. Please disclose any outstanding litigation against your company.

15. Please list any third-party bidders you’re partnering with and proposing as part of your response, as well as the products and versions proposed, and the scope areas/ functionality they will be providing.

16. Please list any key differentiators that are not available in the current version of the software but will be made available in the next 12 months.

2 Technical and Bidder Hosting Requirements Questionnaire

2.1 Hosting and Usage

1. Please describe your bidder-hosted model, including hosting, integration, minimum hardware requirements for computers, and deployment model ( dedicated servers, shared environment, etc.).

2. Indicate Tier certification for the design and operation of the hosting locations mentioned above. Indicate if a private link ( MPLS or EVPL) can be set up to the hosting locations mentioned above.

3. How do you track monthly usage for subscription-based services?

4. Does the system interface support a browser interface with or without the help of additional components?

5. Does the system interface support a mobile interface with or without the help of additional components?

Jenny Schram 2025-07-11 22:17:00 City: Note that this is also in the requirements

a. Discuss the ability for City staff to utilize the system ( and any required hardware) to take payments utilizing a mobile device.

6. Please describe the minimum commitment term ( in years) for a bidder-hosted option and note the term assumed for determining the proposed costs.

7. Please list the connectivity options and carriers available at your hosting facility.

8. Please describe if there are conflicts between the solution and current technologies used in the City as defined in the RFP.

2.2 Data Conversion

9. Describe your general approach towards data conversion and how you would work with the City to conclude on the data structure for the new system including what should be converted, based on industry standards and best practices.

10. Please describe your organization’s recommended approach toward retention of legacy data.

2.3 System Performance

11. How much notification will you give the City in advance of any scheduled downtime?

12. What is your process for notifying the customer and fixing bugs once they have been identified?

13. Please provide the total number of clients and the corresponding number of end- users of hosted solutions currently supported by your proposed solution.

14. What system/ application availability and response time will your proposed system meet? What are the City’s responsibilities to ensure this level of performance?

2.4 Security

15. Describe the identification and authorization capabilities of your proposed solution for users.

16. Provide a list of compatible directory services and identity access management solutions. Describe how your system interoperates with Active Directory.

17. Confirm ( Yes/ No) that detailed logs will be provided for forensic investigation of security incidents, that can aid in identifying the nature and extent of the affectation, including the data that was exfiltrated or compromised.

18. Indicate what support will be provided for disaster recovery and forensic investigation of security incidents.

19. How are hosted software applications deployed for use by numerous customers ( dedicated servers for each hosted customer, or is a single set of applications utilized for all customers)?

20. Indicate if you comply or do not comply with the following:

The system shall be available 24 x 7 x 365 with a minimum of 99.95% uptime, measured on a monthly basis ( excluding maintenance windows).

Yes

No

All system data and files shall be regularly backed up to a secondary data center/ disaster recovery site outside of the main data center’s same weather pattern and power grid. Backups shall occur such that the City loses no more than 2 hours of transactions due to an unexpected outage.

Hosting Providers/ Respondents shall have a documented Security Incident Response Plan ( SIRP) that addresses the Respondent’s plan for preventing, detecting, and responding to security breaches or cyberattacks in which the City’s data or operations may be compromised.

Hosting Providers/ Respondents shall have a documented Disaster Recovery Plan ( DRP) that addresses recovery and maintenance of system data and operations in response to hazard or emergency scenarios. This plan shall be tested regularly to ensure that it is both tangible and actionable.

Yes ☐

No ☐

Hosting Providers/ Respondents shall have a documented Business Continuity Plan ( BCP) that addresses localized or system outages that create an impact on one or more business functions. The BCP should account for the rapid restoration of services and redundancies in technology or processes.

Hosting Providers / Respondents shall undergo a SSAE 18 SOC2 Type 2 audit covering at a minimum the Security and Availability Principles on an annual basis and must have no unaddressed material concerns. Respondent shall provide a copy of their most recent audit report before contract award.

Hosting Providers/ Respondents shall support and be compliant with all relevant regulations and requirements including, but not limited to:

· PCI-DSS

Adam.Ben-Moche 2025-07-15 17:09:00 Christie, included here

Vendor is committed to show compliance by April 2026 to Term 3.2.2 of the RFP:

By responding to any request or contracting with the City of Waco, Vendor ( including contractor, sub-contractor, or other entity) hereby verifies that any of Vendor’s public or internal website, portal, application, documents, or similar technology, used by the City of Waco, meets the requirements of Web Content Accessibility Guidelines (“WCAG”) version

2.1 AA or later, as required by the federal government. The City of Waco may conduct its own testing or request additional verification from the Vendor. Vendor agrees that this condition is enforceable under any indemnification provisions benefiting the City of Waco. The City of Waco may enforce this condition by any method that ensures continued compliance with these WCAG requirements, including but not limited to withholding payments, imposing financial penalties, or considering termination.

3 Project Management Approach Questionnaire

1. How does the bidder plan to manage the material that is produced during the project through potential solutions such as a collaboration environment?

2. Provide specific information on project close-out activities to transition support to the City.

3. What percentage of the Project Manager's time will be devoted to the project?

4. What percentage of the Project Manager's time will be spent on site?

5. What is the total proposed duration of the implementation?

6. As part of any significant engagement, the City desires a project management approach based on the Project Management Institute’s Project Management Body of

Knowledge ( PMBOK). The City would expect responding bidders to adhere to PMBOK standards as part of the project. The City expects the bidder to provide project management resources leading to the successful deployment of the system. Please briefly describe the contents and approach of each of the following components:

a. Project Management Plan

b. Resource Management Plan

c. Quality Management Plan

d. Scope Management Plan

e. Risk Management Plan

f. Budget Management Plan

g. Change Control Plan

4 Functionality and Report Development Questionnaire

1. What query tool, report writer, and business intelligence tools are embedded in the proposed solution?

2. What reports are available out of the box? Provide a list here and samples at the end of this section.

3. Describe your process for determining the scope of what reports will have to be developed ( not out-of-the-box) and what effort it will take to develop and test them.

4. It is expected that the system will provide the ability for end- user querying and reporting to be performed without impacting the performance of the transactional system. Does your proposal meet this expectation?

5. Describe capabilities for integrating with the City’s financial system, Tyler EERP ( Munis) for purposes of generating summary and granular reports.

6. For shared cashier drawer environments, what best practices does the system come configured with to ensure that each transaction maintains the appropriate user login? As part of the response, please describe any safeguards in place to prevent unauthorized access to the cash drawer, log individual user activity separately, provide time-stamped transaction and drawer access logs, require supervisor override or dual authentication for sensitive actions, alert finance or management of irregular activity ( e.g., frequent drawer openings, mismatches, or overrides)

7. Confirm whether the vendor is compliant with all Texas tax regulations. Detail how the vendor will maintain updates in compliance with tax code updates.

5 Training and Testing Questionnaire

1. What is your recommended approach to training ( End- user, train the trainer, hybrid approach), for the City, and why?

End User Training Approach: All end-user and technical training will be performed through implementation and be performed by the bidder. End-user implementation training will be provided by the bidder and include joint participation by the relevant City process owner team lead supporting the process area in the new software system. Technical Implementation training will include training for City IT staff on the technologies required to support the new POS system.

Train the Trainer Approach: The bidder will incorporate a " train the trainer" approach where only key City team leads will be trained through the implementation of their modules and then they will train the remainder of City staff in their respective areas.

· Specify the expected number of training documents to be created

· Specify responsibility for producing training materials, including manuals, on-site help, and video support.

2. What methodologies will the bidder lean on to guarantee that training has been successful and that City staff know how to use the new system? Please speak specifically about operating, maintaining, configuring, testing, and securing the system.

3. What types of training documentation will be developed by the bidder before the implementation begins?

4. What documentation does the bidder anticipate developing during the project?

5. Describe the recommended approach in reference to the following types of testing, including the type of assistance anticipated:

· System testing

· Integration testing

· Stress/ performance testing

· User acceptance testing ( UAT)

6. Describe the opportunities for ongoing training.

7. Describe online training options.

8. What are the suggested timeframes for training?

9. Describe the nature, level, and amount of training for each of the following:

a. Technical training ( programming, operations, etc.)

b. User training

c. Other staff ( executive-level administrative staff)

6 Implementation Staffing Plan Questionnaire

1. Describe the type and amount of implementation support provided to the project ( number of personnel, level of personnel, time commitment, etc.). If the bidder is using a subcontractor, please provide details as to the specific roles subcontracting staff will be used for.

2. Provide an overall project organizational structure for City staff involvement during the project. Identify the roles and responsibilities of each component in this structure.

3. Use the table provided below to identify the number of the City business staff expected to be committed to the project implementation. Initial identification of project roles has been provided but should be supplemented or revised by bidders based on their experience in implementing their products in similar environments.

Project Role

Project Responsibilities Number of FTE Resources

Executive Sponsor(s)

Project Manager

Project Administrator

Project Role

Project Responsibilities Number of FTE Resources

Functional Process Owners

Functional Process Team Participants (per member involvement)

Training Coordinator Team Lead

Change Management Team Lead

Communications Team Lead

Other Roles

4. Use the table below to identify the number of technical resources that the City should commit to the project implementation. Initial identification of project roles has been provided but should be supplemented or revised by bidders based on their experience in implementing their products in similar environments.

Required Training Provided During Implementation

Help Desk

Trainer

Required Training Provided During Implementation

DBA

Report Developer

Application Support

System Administrator

Security Administrator

Other Roles

7 Ongoing Support Services Questionnaire

7.1 Support and Maintenance

1. Provide the minimum, maximum, and average response times ( hours) provided as part of the basic support agreement and the average response time for the past twelve ( 12) months.

Minimum response time (basic support agreement)

Maximum response time (basic support

Average response time (basic support

Average response time (past 12 months)

2. Describe Help Desk services for technical support and end users. Specify days and hours and any escalation options and procedures.

3. Identify the party or business unit that is responsible for the support options provided above.

4. Provide the following regarding the number of business staff the City should expect to commit to providing ongoing application support:

5. For ongoing IT staff resources, please provide the following information:

Required Training Provided by Software Vendor

Help Desk

Trainer

DBA

Report Developer

Application Support

System Administrator

Security Administrator

Other Roles

6. How are local configurations maintained when installing new releases of the bidder’s software? Describe the level of support that the bidder provides to the City for identifying, validating, and testing scripts related to the latest software release.

7. Do you limit the number of City staff who can call in for support? If yes, explain your model and how additional staff can be included. If there is no limitation, the maintenance agreement should clearly state this fact. Are you agreeable to include such language in our contract?

8. Do you need remote access to the server to support/ maintain it? If yes, describe the method(s) and security used.

9. Do you offer post-implementation support? If so, what is the duration?

10. Will the bidder contractually agree to the following?

Payment holdbacks until fully operational and formally accepted

Yes

No

Allow the City to review and approve bidder staff assigned to the implementation. This may include requesting staff resumes or conducting interviews with proposed staff to verify experience.

7.2 Software Updates and Distribution

11. Describe the product release cycle including:

a. Frequency of upgrades/ enhancements or new versions ( major and minor version releases)

b. Contents of release RFP for POS Software and Services August 27, 2025

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c. How long release takes to implement

d. Use of release notes

e. Backward version compatibility and support of back versions

f. Timeframe/ policy on moving to new versions

g. Automatic product upgrades or on-demand

h. Ease of implementation for City staff versus the need to contract for services

August 27, 2025

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i. Other information

7.3 Customizations

12. How can the City customize or configure the software directly without bidder involvement?

13. How are local customizations or configurations maintained when installing new releases of the bidder’s software?

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8 Client Reference QuestionnaireJenny Schram 2025-08-27 05:02:00

Added to encompass McLennon and Waco per the boilerplate’s usual reference asks.

The City requests 5 similar client references in size and scope. Please include references in Texas, if possible. Please list the clients in the charts below and identify which would be recommended for a site visit. Below the reference tables, please provide a list of all projects completed in McLennon County and all projects completed over the previous 3 years.

Vendor name:

Customer organization:

Available for a site vis it?

Customer contact:

Customer phone or email address (please use preferred)

System which the solution replaced

Describe the phasing approach, nature of the project, dates/timeline, and the services provided to this client:

Modules implemented, including versions:

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8.1 Previous Projects – McLennon County and Last 3 Years

Please add rows if the previous project list extends beyond the table provided.

9 Contract Terms and Conditions – Non-Comply/Exception ExplanationsJenny Schram 2025-08-20 16:37:00 revisit - no appendix D?

Jenny Schram 2025-08-27 05:09:00

Changed to indication of any t&c from appendix B

Proposer must indicate any Terms and Conditions from the Appendix B – Contract Requirements document, that they either will not comply with or take exception to in the table below. Proposers must fully explain any exceptions on the Exception Explanations form below.

Non-Comply/Exception Explanations

10 Required Forms and Attachments

This section contains various forms for submission with the bidder’s proposal. The intent of providing such forms is to ensure comparability between proposals. Included in this section are the following forms:

· Proposal Signature Form

· Non-Collusion Affidavit

· Minimum Criteria

10.1 Proposal Signature Form

The undersigned, as authorized proposal responder, declares that he/ she has carefully examined all the items of the Specifications and Instructions herein that he/ she fully understands and accepts the requirements of the same, and he/ she agrees to furnish the specified items and will accept, in full payment therefore, the amount specified below. The proposal responder will identify below its business entity as an individual, DBA, partnership, or corporation ( foreign or domestic), and will indicate the official title of the person(s) executing this proposal.

Proposals shall include installation services, and the successful respondent shall obtain all required permits and pay the fees required.

· State payment terms:

· State term proposal is held firm for:

· State warranty on equipment:

· State maximum time required for shipping, F.O.B. City of Waco, Texas:

10.2 Non-Collusion Affidavit

THE AFFIDAVIT SET FORTH BELOW MUST BE EXECUTED ON BEHALF OF THE VENDOR AND FURNISHED WITH EVERY PROPOSAL

NON-COLLUSION AFFIDAVIT

STATE OF:

City OF:

TAX ID NUMBER:

submitted to the City a proposal for an Enterprise Resource Planning System and Implementation Services all as fully set forth in the said proposal and that except as specified below, the aforementioned proposal responder constitutes the only person, firm, or corporation having any interest in the said proposal or in any contract, benefit, or profit which may, might or could accrue as a result of said proposal, said exceptions being as follows:

( If no exceptions, state) The bidder further states that said proposal is, in all respects, fair and is submitted without collusion or fraud; and that no member of the City is directly or indirectly interested in said proposal.

( Affiant) SWORN TO and subscribed before me, a Notary Public, in and for the above-named State and City.

this day of , (Day) ( Month) ( Year)

( Notary Public)

10.3 Minimum CriteriaAdam.Ben-Moche

2024-01-11 13:03:00 Update this to match the RFP Jenny Schram 2025-08-27 05:09:00

Updated to include RFP’s Appendix C (note this doesn’t appear in main RFP, just in this attachment)

As noted in the RFP, proposed solutions MUST meet all the following requirements.

Proposals not meeting these requirements will be rejected. Bidders should acknowledge acceptance of these terms and include the following checklist in their RFP response.

Response completeness: Respondent complied with all mandatory CORE scope requirements of the RFP and provided a response to all items requested with sufficient detail, which provides for the proposal to be properly evaluated. All required forms must be completed from the RFP’s Appendix C:

· Submission of Bid/ Proposal and Acknowledgment of Addenda

· Business Identification Form

· Conflict of Interest Questionnaire ( CIQ form)

· Disclosure of Relationships with City Council/ Officers ( City Charter)

· Minority/ Women Owned Business

· Litigation Disclosure

· Certification Regarding Debarment

· Non-collusion Affidavit

· Texas Public Information Act

· Drug Free Workplace Choose an item.

· W-9 Form Any deficiencies in this regard will be determined by the City to be either a defect that they will waive or that the proposal can be sufficiently modified to meet the requirements of the RFP.

10.4 Subscription and Maintenance Agreement

Sample subscription and maintenance agreements must be provided in this part of the bidder's response for all components of the recommended solution. Indicate the basis on how subscription fees are determined.

11 Addenda

Include all original, signed copies of the addenda in this section. If the bidder finds it impossible or impractical to adhere to any portion of these specifications and all attachments, it shall be so stated in its proposal, with all deviations grouped in a separate section entitled, “exceptions/ deviations from proposal requirements.” This section will be all-inclusive and will contain a definition statement of every objection or deviation with adherence to specific RFP sections. Objections or deviations expressed only in other parts of the proposal, either directly or by implication, will not be accepted as deviations, and the bidder in submitting a proposal, will accept this stipulation without recourse.

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