Exhibit B - Offeror Response Questions for RFP AAAA 2027-0062.pdf

DPA Solicitation Number:

RFP AAAA 2027*0062

Utility Management Software

EXHIBIT B – OFFEROR RESPONSE QUESTIONS

1. OFFEROR RESPONSE 1 – Organizational Experience

1.1. Provide a detailed description of the Offeror’s organizational experience related to the

Work of serving a client of a similar scale. Specifically, address Offeror’s experience within the last two years providing utility management software services, customer service and training.

1.2. Provide Offeror’s experience in furnishing the kinds of training requested. Additionally, provide a training plan to address all of the training requested.

1.3. Describe Offeror’s technical experience with multiple utility data ingestion methods, specifically API integration (direct utility pulls), OCR/PDF uploading, and direct manual input.

2. OFFEROR RESPONSE 2 - PERSONNEL

2.1. Provide a detailed explanation of how the Offeror will provide sufficient personnel to perform the Work, including all of the following:

2.1.1. How the Offeror will provide Key Personnel that meets or exceeds the requirements contained in this RFP.

2.1.2. How the Offeror will provide and train all Other Personnel so that the Work is completed accurately and in a timely manner. Additionally, include a listing of the position titles for each position related to the Contract, the general responsibilities of that position, the number of individuals filling that position and the numbers of hours each week the position will be dedicated to the Work.

2.1.3. A plan for how the Offeror will replace all Key Personnel and Other Personnel so that the transition between personnel does not impact the ability of the Contractor to complete the Work.

2.1.4. If the Offeror intends to use a Subcontractor, the Offeror shall provide a description of how the Offeror will use Subcontractors and the percentages of the Work that will be completed by each Subcontractor. This description shall also include the anticipated positions provided by the Subcontractor and the roles of those positions, as well as a plan for how the Offeror will manage the Subcontractor and all Subcontractor personnel to ensure that the portions of the Work assigned to the Subcontractor will be completed accurately and in a timely manner.

3. OFFEROR RESPONSE 3 – REFERENCES

2.1. Provide references and letters of recommendation from other clients for whom the

Offeror has performed similar work, preferably government clients. No more than five recommendations. Include any corrective actions plans related to this work experience.

4. OFFEROR RESPONSE 4 - IMPLEMENTATION

4.1. Provide an estimated timeframe for data migration from the current system to the new system. Data must be imported into the new system by July 1, 2027.

4.1.1. Describe the approach to mapping and cleaning historical data for approximately 10,100 meters and 14 agencies. Include how the Offeror will coordinate with agency personnel to verify active versus inactive accounts.

4.2. Describe the Offeror’s formal change management methodology. How will this be tailored to individual users who may have less capacity to engage with the system?

4.3. Describe the specific strategies and/or communication templates to drive engagement?

4.4. Describe any in-app guidance within the software such as interactive walkthroughs, contextual assistance to lower the initial learning curve?

5. OFFEROR RESPONSE 5 - SPECIFICATIONS AND REQUIREMENTS

5.1. Provide details that demonstrate how Offeror’s proposed services meet the specifications and requirements as stated in Exhibit A, Specifications and Requirements.

5.2. Provide a detailed description of how Offeror will complete each of the requirements in

Exhibit A, including but not limited to:

5.2.1. Provide a detailed description of how Offerors track asset metadata (square footage, occupant hours, age, unique IDs).

5.2.2. Provide a detailed description of how Offeror’s system normalizes data for weather/daylight hours, handles hierarchy reorganization over specific effective dates, and manages family name changes.

5.2.3. Provide a description of Offeror’s standard Service Level Agreement, highlighting customer support operations, ticket response times, and ongoing account management model.

5.2.3.1. Include details showing that customer support operations are available 8:00 AM - 6:00 PM Mountain Time, Monday - Friday (excluding State holidays), and detail available support channels (phone, live chat, screen sharing).

5.2.4. Provide information demonstrating that Offeror’s system maintains a baseline accuracy rate of 90% or higher for data extracted via AI/OCR or direct utility connections.

5.2.5. Provide a detailed description of how Offeror handles manual validation when an automated read fails.

5.2.6. Include a detailed description of Offeror’s problem resolution procedures. This includes problem severity classifications, response times and “fix” times for each level of severity, and the escalation procedure that will apply where resolution is not immediately achieved.

5.2.7. Provide historical performance data demonstrating that Offeror’s platform maintains an average uptime of 99% or higher over the past 3 years.

5.3. Offerors are encouraged to identify and describe any value-added services, proprietary tools, or innovative methodologies not explicitly detailed in Exhibit A - Specifications and Requirements. Proposals in this section should demonstrate how modern technology, advanced frameworks, or creative approaches can deliver superior outcomes, enhance efficiency, or maximize value in alignment with industry best practices.

6. OFFEROR RESPONSE 5 – BUSINESS CONTINUITY

6.1. Confirm whether or not your company has a current Business Continuity Plan. If your company does have a current Business Continuity Plan, please submit a copy of it as part of your Proposal.

6.2. If your company does not have a current Business Continuity Plan, please confirm that your company can have a Business Continuity Plan that covers the Work outlined in Exhibit A that can be submitted to the State.

7. OFFEROR RESPONSE 6 - ACCESSIBILITY REQUIREMENTS

7.1. Do you have an accessibility plan in place that resulted in WCAG 2.1+ compliance on or before July 1, 2025? If not, when do you anticipate your product being fully compliant?

7.2. Do you currently engage, independently or through a third-party, in both automated and manual (human-led) accessibility testing of your product? If yes, do you engage in testing for each version of your product?

7.3. Do you have a Voluntary Product Accessibility Template (VPAT), version 2.4+ WCAG, or Accessibility Conformance Report (ACR) including WCAG 2.1+ criteria available for the version of your product currently being proposed to DPA? If so, please provide it in PDF format.

8. OFFEROR RESPONSE 8 - COST

8.1. Provide a cost proposal by completing Exhibit D - Pricing Worksheet.