RFP 26/27-04

FLORIDA DEPARTMENT OF REVENUE

REQUEST FOR PROPOSAL

RFP CONTRACTUAL SERVICES – Acknowledgement Form

Page 1 of 7 1 pages

SUBMIT PROPOSAL TO:

Florida Dept. of Revenue

Purchasing Office, Building 2-1600 2450 Shumard Oak Boulevard Tallahassee, FL 32399-0109

AGENCY RELEASE DATE:

8/20/2026

SOLICITATION TITLE:

Random Moment Sampling

SOLICITATION NO:

DOR RFP #26/27-04

Replies WILL BE OPENED: October 1, 2026 @ 3:00 P.M.

And shall remain binding until execution of a Contract with successful Vendor

VENDOR NAME:

If a fictitious name is used include registered entity name (i.e. XYZ., Inc. D/B/A ABC)

*AUTHORIZED SIGNATURE (MANUAL)

*AUTHORIZED SIGNATURE (TYPED), TITLE

*This individual must have the authority to bind the proposer.

VENDOR MAILING ADDRESS:

CITY – STATE – ZIP:

PHONE

NUMBER:

T. FREE

FAX NUMBER:

EMAIL

ADDRESS:

FEID NO.:

TYPE OF BUSINESS ENTITY (Corporation, LLC, partnership, etc.):

I certify that this Proposal is made without prior understanding, agreement, or connection with any corporation, firm, or person submitting a Proposal for the same materials, supplies or equipment, and is in all respects fair and without collusion or fraud. I agree to abide by all conditions of this Proposal and certify that I am authorized to sign this Proposal for the Proposer and that the Proposer is in compliance with all requirements of the Request for Proposals, including but not limited to, certification requirements. In submitting a Proposal to an agency for the State of Florida, the Proposer offers and agrees that if the Proposal is accepted, the Proposer will convey, sell, assign or transfer to the State of Florida all rights, title and interest in and to all causes of action it may now or hereafter acquire under the Anti-trust laws of the United States and the State of Florida for price fixing relating to the particular commodities or services purchased or acquired by the State of Florida. At the State’s discretion, such assignment shall be made and become effective at the time the purchasing agency tenders final payment to the Proposer.

PROPOSER CONTACTS: Please provide the name, title, address, telephone number and e-mail address of the official contact and an alternate, if available. These individuals shall be available to be contacted by telephone or attend meetings as may be appropriate regarding the solicitation schedule.

PRIMARY CONTACT: SECONDARY CONTACT:

NAME, TITLE:

NAME, TITLE:

IMPORTANT NOTICE TO VENDORS

1. PROCUREMENT LIBRARY

In addition to the materials and attachments contained herein, the Florida Department of Revenue (FDOR) has developed a Procurement Library on its Internet site to make larger attachments available to Respondents to assist with the preparation of Proposals and provide a greater understanding of solicitation requirements.

Additional materials may be added to the Procurement Library by FDOR.

It is the sole responsibility of potential Respondents to monitor the Procurement Library site throughout the solicitation process for any additional attachments or information relating to this procurement, as additional notification may not be provided when information or materials are added. The URL for the Procurement Library is: https://floridarevenue.com/Pages/Random-Moment-Sampling.aspx

2. VENDOR INFORMATION PORTAL

FDOR utilizes the Florida Department of Management Services’ “Vendor Information Portal” (VIP) to post and update procurement documents. It is the sole responsibility of potential Respondents to monitor the VIP for any addenda or notices issued relating to this procurement. The URL for the VIP site is:

https://vendor.myfloridamarketplace.com/ . The FDOR will not be liable for any addendum or other information not received by a Vendor due to the Vendor’s failure to monitor the VIP.

Solicitation related documentation will be available on the VIP, and vendors are responsible for monitoring the site for new or updated information. Information available on the VIP includes but is not limited to the Request for Proposals, amendments, and questions/answers. The link to the VIP is https://vendor.myfloridamarketplace.com/ .

If unable to read or download material from the VIP or the Procurement Library site, please contact the FDOR Procurement Officer and/or the back-up Procurement Officer identified in Section 3.2. of this RFP. Section 1.3, Procurement Schedule, may be used as a guideline for upcoming postings to the VIP.

3. COMMODITY CODE(S)

The commodity code(s) Vendors should register for pertaining to this procurement are:

42203607 Computer aided detection software

43232201 Content workflow software 43231500 Business function specific software 43231505 Human resources software

43231516 Audit software 43231605 Time accounting software 43232300 Data management and query software 43232600 Industry specific software

As stated in sections 1. and 2. above, FDOR is not liable for any information or materials not received by a Vendor due to the Vendor’s failure to monitor the VIP and the Procurement Library website.

Contents

SECTION 1: INTRODUCTION

1.1 BACKGROUND

1.2 DESCRIPTION OF THE SERVICES REQUESTED

1.3 PROCUREMENT SCHEDULE

1.4 RESTRICTION ON COMMUNICATIONS

1.5 TYPE OF CONTRACT

1.6 STATE TERM CONTRACT UTILIZATION

1.7 INDEPENDENT CONTRACTOR STATUS

1.8 APPROVAL TERM & RENEWALS

1.9 CONTRACT FUNDING

2.1 GENERAL INFORMATION

2.2 WORK REQUIREMENTS

2.3 START-UP

2.4 TECHNICAL SUPPORT

2.5 SYSTEM PERFORMANCE MONITORING

2.6 CONFIDENTIALITY AND DATA SAFEGUARDING

2.7 PERFORMANCE MEASURE, MONTHLY REPORT, AND FINANCIAL CONSEQUENCE

2.8 ADDITIONAL TERMS AND CONDITIONS

2.9 UNKNOWN, UNANTICIPATED, UNSPECIFIED TASKS

2.10 CHANGE ORDERS

2.11 SUBCONTRACTING

2.12 INSURANCE REQUIREMENTS

SECTION 3: PROCUREMENT AND CONTRACTING PROCESS

3.1 PROCUREMENT APPROACH

3.2 PROCUREMENT OFFICERS

3.3 DEFINITION OF REQUIREMENTS

3.4 VENDOR ADMONISHMENTS

3.6 PROCUREMENT LIBRARY

3.7 RFP RELEASE

3.8 ERRORS IN RFP

3.9 QUESTIONS

3.10 ADDENDA

3.11 PROCUREMENT / CONTRACTING CONSTRAINTS

3.12 RIGHT TO INSPECT PLACE OF BUSINESS

3.13 PROPOSAL OPENING

3.14 RESPONSIVENESS REQUIREMENTS REVIEW

3.15 TECHNICAL PROPOSAL EVALUATION

3.16 COST DATA VOLUME OPENING REVIEW AND SCORING

3.17 TOTAL PROPOSAL SCORING

3.18 VENDOR RESPONSIBILITY REVIEW

3.19 CONTRACT TERMS AND CONDITIONS:

3.20 NOTICE OF AGENCY DECISION

3.21 PROTEST AND PROTEST FILING

3.22 CONTRACT FORMATION

3.23 SUBCONTRACTS & JOINT VENTURES

3.24 CONTRACT APPROVAL

3.25 STANDARD CONTRACT PROVISIONS

SECTION 4: SUBMISSION OF PROPOSALS

4.1 GENERAL INSTRUCTIONS TO RESPONDENTS

4.2 COSTS ASSOCIATED WITH PROPOSAL

4.3 DELIVERY

4.4 PROPOSAL VERSIONS

4.5 GENERAL FORMATTING INSTRUCTIONS

4.6 FORMAT, CONTENT, QUANTITY AND MEDIA

SECTION 5: ATTACHMENTS AND SUBMITTALS

5.1 SUBMITTAL CHECKLIST

ATTACHMENT A: CERTIFICATION OF DRUG FREE WORKPLACE

ATTACHMENT B: Vendor Certification Form – PUR 7801

ATTACHMENT C Notice of No Conflict of Interest

ATTACHMENT D Statement of No Involvement

ATTACHMENT E: ORGANIZATIONAL CONFLICTS OF INTEREST CERTIFICATION

ATTACHMENT F: VENDOR RESPONSIBILITY DISCLOSURE

ATTACHMENT H: SECURITY ACKNOWLEDGEMENT

ATTACHMENT I: PORPOSER REFERENCE FORM

ATTACHMENT J: CUSTOMER REFERENCE FORM

ATTACHMENT K - SUBCONTRACTOR FORM

ATTACHMENT L: COST SHEET

EXHIBIT 1 DEFINITIONS

EXHIBIT 2 Evaluator’s Score Sheet

EXHIBIT 3: STATISTICAL METHODOLOGY

EXHIBIT 4: PROCUREMENT LIBRARY DOCUMENTS

SECTION 1: INTRODUCTION

1.1 BACKGROUND

As the State of Florida’s Title IV-D agency under s. 409.2557(1), Florida Statutes, FDOR provides child support services statewide. RMS for the Clerks of Court is performed in accordance with a federally approved RMS methodology which is incorporated into a standardized cooperative agreement between FDOR and each Clerk of Court.

Services are provided to an FDOR centrally located RMS administrator group, FDOR service sites located throughout the state, and the sixty-seven Clerks of the Court in each Florida county.

The current system is administered by a vendor on behalf of FDOR. The random moment sampling process consists of the vendor sending a survey email for a response indicating a participant’s activity at an exact date and time. The survey content contains the date and time of the response and a list of activity selections to choose from.

The survey responses are tabulated by the vendor’s software and results accessed through downloads or reports containing the survey data.

FDOR generates random moment samples in the form of an internal survey to participants using the same system that is administered by the vendor. RMS sampling is used to determine the percentage of time staff spend performing specific activities in which they are engaged.

The FDOR conducts two distinct survey types. Each survey type represents a different cost center for attaching cost to an activity. These two survey types have a different set of allowable responses.

1. The Clerk of Court random moment sampling survey (RMS) – Clerk of Court employees who perform child support work respond to a survey to record the activity being performed when the survey is received. The purpose of the survey is to determine the percentage of time spent on activities that are eligible for federal reimbursement.

2. Child Support Program internal random moment sampling – Participants of the internal FDOR Child Support Program surveys respond to record specific activities performed at the time of the survey. The purpose of this survey is to determine resource allocations within the Child Support Program.

1.2 DESCRIPTION OF THE SERVICES REQUESTED

The Department of Revenue, Child Support Program is requesting proposals from qualified Proposers to host a web-based Software as a Service (SAAS) to provide Random Moment Sampling (RMS) for the purpose of determining the percentage of time performing specific activities related to the Title IV-D Program. This RFP is for a sixty-six (66) month contract with five (5) one-year optional renewals.

1.3 PROCUREMENT SCHEDULE

Below is the procurement schedule that represents FDOR’s best estimate of the schedule that will be followed. If deviations from this schedule occur, FDOR will publish an addendum on the VIP. No liability to FDOR will result from such deviations. All required Vendor actions must be completed by the date and time in the schedule. All listed times are local time in Tallahassee, FL.

Event Date Time Location/Method

Release of RFP (on or about)

08/20/2026 5:00 PM Vendor Information Portal

Vendors submit questions

09/02/2026 5:00 PM Email to Procurement Officer and copy the back-up Procurement Officer

The FDOR posts responses to questions

On or about

09/09/2026

5:00 PM Vendor Information Portal

At FDOR’s discretion, second Q & A -vendor questions due

09/14/2026 5:00 PM Email to Procurement Officer and copy the back-up Procurement Officer

The FDOR posts responses to questions

On or about

09/16/2026

5:00 PM Vendor Information Portal

Proposals Due

Public Opening of

Admin & Technical Volumes

10/01/2026 3:00 PM Procurement Office

1.4 RESTRICTION ON COMMUNICATIONS

The following provision is included in this RFQ as required by s. 287.057(25), F.S.:

“Respondents to this solicitation or persons acting on their behalf may not contact, between the release of this solicitation and the end of the 72-hour period following the agency posting the notice of intended award, excluding Saturdays, Sundays, and state holidays, any employee or officer of the executive or legislative branch concerning any aspect of this solicitation, except in writing to the Procurement Officer and copy to the Back-up Procurement Officer or as provided in the solicitation documents. Violation of this provision may be grounds for rejecting a response.”

See Section 3.2., Procurement Officer.

1.5 TYPE OF CONTRACT

The Contract is anticipated to be a fixed-rate, deliverable-based contract.

This RFP does not by itself obligate the State. The State’s obligation will commence when the Contract is signed by FDOR’s Director of Financial Management or approved designee. Upon written notice to the Contractor, FDOR may set a different starting date for the Contract. FDOR will not be responsible for any work done by the Contractor, even work done in good faith, if it occurs prior to the start date or date executed by both parties whichever is later.

From the date of receiving the final Contract, the successful Vendor shall have ten (10) business days to execute and return the Contract as tendered by FDOR (ten (10) business days from the date it was delivered to the successful Vendor by FDOR). FDOR reserves the right to withdraw the tendered Contract and resume discussions with other responsive Vendors after the tenth (10th) day.

The sample FDOR contract found in the Procurement Library Appendix 6 should be scrutinized by Vendors since modifications proposed by the vendor may not be considered.

1.6 STATE TERM CONTRACT UTILIZATION

Should any goods or services proposed by a Vendor be available for purchase via a Florida State Term Contract, the FDOR reserves the right to purchase any portion of those goods or services from the State Term Contract when determined by FDOR to be in the best interest of the State.

Public Opening (Cost) 10/16/2026 3:00 PM Procurement Office

Notice of Intent to award

10/20/2026 3:00 PM Vendor Information Portal

Contract Effective Date 11/01/2026 5:00 PM

1.7 INDEPENDENT CONTRACTOR STATUS

During the performance of the Contract, the Contractor and its employees will be regarded as independent contractors and not as employees or agents of the State of Florida or the FDOR. The Contractor will be responsible for all its employees’ insurance and federal, state, local, and FICA taxes. All employees hired by the Contractor under the prospective Contract shall be notified in writing by the Contractor of this provision as a condition of employment.

1.8 APPROVAL TERM & RENEWALS

This RFP does not, by itself, obligate the State. The State’s obligation will commence when the Contract is signed by the Department’s Director of Financial Management or approved designee. Upon written notice to the Contractor, the Department may set a different starting date for the Contract. The Department will not be responsible for any work done by the Contractor, even work done in good faith, if it occurs prior to the Contract effective date.

The Contract shall be in effect from the date of execution, or as otherwise provided by the Contract, for a period of sixty-six (66) months, unless terminated earlier by the State under the terms provided herein.

From the date of receiving the Contract document, the successful Vendor shall have ten (10) business days to execute and return the Contract as tendered to it by the Department ten (10) business days from the date it was delivered to the successful Vendor by the Department. The Department reserves the right to withdraw the tendered Contract and resume discussions with other responsive Vendors after the tenth (10th) day.

The Department reserves the right to renew any Contract resulting from this RFP. Renewals shall be subject to the terms and conditions set forth in the original Contract, and subsequent amendments and may be for the original term of the Contract or for a period that may not exceed five (5) years. The renewal may be divided into increments (e.g., five (5) one-year renewals), may be for a complete term (e.g., one renewal for three years or the original term of the contract), or a combination thereof (e.g., one two-year renewal followed by one one-year renewal).

Renewals are contingent upon a satisfactory performance evaluation by the Department, and must be authorized by mutual agreement in writing, prior to Contract expiration.

Proposers shall include the cost of any contemplated renewals in their Proposal, and the renewal, if any, is subject to the same terms and conditions set forth in the initial Contract and subsequent amendments.

1.9 CONTRACT FUNDING

The State of Florida’s performance and obligation to pay under the Contract resulting from this RFP is contingent upon an annual appropriation by the Legislature. If funds are not appropriated or federal matching funds are no longer made available to fund the contract, the Department may terminate the contract in accordance with Section III.D of the Department’s Standard Contract Template (Exhibit 1).

If funding for the Contract, or the continuation of the Contract resulting from this RFP, is not approved by the State of Florida Legislature, the Department shall have no liability for payments to the Contractor.

The costs of services paid under any other Contract or from any other source are not eligible for reimbursement under the Contract resulting from this RFP.

END OF SECTION

SECTION 2: SCOPE OF WORK/SERVICES

2.1 GENERAL INFORMATION

2.1.1 Introduction

The Department of Revenue, Child Support Program is requesting proposals from qualified Proposers to host a web-based Software as a Service (SAAS) to provide Random Moment Sampling (RMS) for the purpose of determining the percentage of time performing specific activities related to the Title IV-D Program. This RFP is for a sixty-six (66) month contract with five (5) one-year optional renewals.

2.1.2 Background

As the State of Florida’s Title IV-D agency under s. 409.2557(1), Florida Statutes, FDOR provides child support services statewide. RMS for clerks is performed in accordance with a federally approved RMS methodology which is incorporated into a standardized cooperative agreement between FDOR and each clerk of court.

The Statistical Methodology for a Random Moment Sample, September 1, 2024 (the “Statistical Methodology”), is attached as Exhibit 3. The Statistical Methodology is federally approved and binding on FDOR and the Clerks. An RMS system that ensures accurate and consistent compliance with the Statistical Methodology is essential.

RMS services are provided to a centrally located FDOR administrator group, FDOR service sites throughout the state, and the sixty-seven Clerks of the Circuit Court (Clerks) in each Florida county.

In 2025, the current vendor’s system generated 186,150 survey emails to document Clerk of Court activities.

In 2024, the system generated 193,751 survey emails to document Clerk of Court activities.

In 2025, the current vendor’s system generated nine different Child Support Program internal surveys, the largest of which generated 24,623 survey emails, while the smallest internal survey generated 2,197 survey emails.

2.1.3 Current RMS System

The current vendor’s RMS system uses Outlook to send and receive email surveys and responses.

2.1.3.1 Clerk of Court Surveys – Monthly

1. There are three different user roles in the survey process: FDOR administrator, delegates, and participants.

a. The FDOR administrator determines the number of surveys to send each month and views reports. The FDOR administrator also determines and authorizes the delegates.

b. Delegates set office hours for their locations, set and update participant hours, respond to the survey when a participant is unable to, and can view reports for their office only.

c. Participants respond to the moment emails and record the activity they are performing at the time of the moment.

2. The FDOR administrator and local delegates have authority to set the dates and times for their office. Survey emails may only be sent during the established hours. The dates and time cannot be modified after the first day of the month for that survey month.

3. The current system randomly selects the office and sends survey emails to all participants in the office based on the established dates and times for the specific office. Surveys for the upcoming month are generated 1-5 business days before the beginning of the month.

4. When the participant receives a survey email, they have 10 minutes to click the link in the email and input their current activity from a list of “Work Activities” and “Non-Work Activities”. Once the 10-minute window expires, the system allows the participant to respond to the email within a 24-hour window but may select only from a limited list of “Non-Work Activities”. The delegate of the office has the ability to respond in place of the participant with fewer options for up to 72 hours after the email is sent to the participant.

5. Currently there are approximately 18,000 survey emails sent monthly among fifty-five different offices. There are approximately 330 participants, 200 delegates, and three FDOR administrators.

2.1.3.2 Child Support Program Internal Survey– as needed

1. A survey is conducted over a pre-determined time period. The FDOR administrator determines how many surveys are sent and sets the business hours and days open for each office. The administrator generates the list of participants, sets up the questions and optional responses for a minimum two question survey.

2. The participant list contains the name, email address, service site location, region, time zone and survey group.

3. The participants receive the survey emails and click the link to select from a list of activities being performed at the time of the email. Typically, there is a 24-hour time limit to respond to the survey; however, there may be instances when no time limit for participants to respond would be used for the survey.

4. FDOR’s current contractor captures participant identification and response time data. This allows the system to record the participant, the response selected, and the time of the response.

2.2 WORK REQUIREMENTS

The proposer must provide FDOR with a secure, web-based RMS system that supports RMS reporting by Clerks of Court and internal Child Support Program surveys. The system must send large numbers of surveys to local and central offices using email addresses provided by Clerks and FDOR. The surveys must be sent electronically to participants for response. The service must tabulate and display results in report form within the system for administrator review and use.

2.2.1 Functional Requirements

A. Clerk of Court Surveys

At a minimum the proposer’s system must:

1. Provide the ability for FDOR personnel to create multiple survey questions and responses for a specific survey type.

2. Maintain and store the name, email address, location, time zone, survey group specific to the office location and the participant’s status (active or inactive).

3. Provide for ability to manually or through a data file upload, update survey group, office, and user information.

4. Provide the ability to store the dates and times for each survey group. The ability to update the survey group hours and times must be configurable.

5. Provide the site-level delegate the ability to set work times for the participants to receive survey moments.

6. Automatically generate random survey moments emails at the site level. The FDOR administrator will provide the number of surveys needed each month for each survey group.

7. Send the survey emails only during the established hours for the specific survey group and participant.

8. Require a participant to log in to the system to respond to the survey.

9. Provide the ability for response choices to vary based on the elapsed time from sending of the survey email. For example, within the first ten minutes, choices are available for “Work Activities” and “Non-Work Activities”. After ten minutes, the choices would be different. After an hour, the choices could change again, but would be limited to “Non-Work Activities”. After another length of time, there would be no available choices.

10. Send emails to the participants notifying them to respond to a survey.

11. Provide for three user roles:

a. Administrator - has access to all reports and functions, including add, deactivate and password reset any user on the service. The administrator is the only user that can initiate survey emails.

b. Site Delegate - has access to all reports and functions at the site level (survey group), including add, deactivate, and password reset for users at the site the delegate is assigned to.

c. Participant - receive email and responds to random moments and request password resets.

12. Allow the FDOR administrator to add/deactivate delegates and participants, reset and create passwords for all users, and set the system access role for users. The delegates must be able to add/deactivate participants at their survey group and create/reset passwords.

13. Store and report the date the email was sent, the email address, if the email was undeliverable, if a response was submitted from that email, the activity or function selected as a response, the survey group, and the date and time of the response.

14. Store the monthly and quarterly survey results.

15. Maintain a record of survey results/percentages/percent change and provide this data to FDOR.

16. Maintain a change history for changes to survey group hours and user changes (new users, removal of users or change of access for users). When a record of a change is kept, the system must allow a comment to be stored with the change history.

17. Allow the FDOR administrator to set the number of surveys needed by survey group per month.

The number of surveys must be configurable for each survey group.

18. Allow for manual adjustment of the number of survey emails generated to ensure the minimum number of responses required is met at the survey group level.

19. Provide the same number of possible moments to every participant that is a participant for the entire monthly survey within the same survey group.

20. Enable and provide the following requirements:

a. The DOR Administrator logs on to the service and creates a delegate for the survey group.

b. The Delegate creates participants for the survey group.

c. The Delegate sets the work schedule for the participants.

d. The DOR Administrator sets the number of responses needed for the next month for each survey group, so the service will know how many to factor into the next round of surveys.

The service must track responses and adjust the number sent on the next round of surveys.

e. The participant receives and responds to surveys during the month as established at the start of the survey.

f. The DOR Administrator must have the ability to access reports to monitor progress and analyze results.

g. The DOR Administrator must be able to stop delegate access.

h. The delegate must be able to stop participant access.

21. Survey emails may begin at the start of the participant’s business day.

22. Survey emails must be randomly and evenly distributed to participants at appropriate intervals based on the length of the survey period and size of the survey group.

B. Child Support Program Internal Surveys

At a minimum the proposer’s system must enable and provide for the following:

1. DOR Administrator- Sets the survey groups, uploads the participants list, defines the survey responses, generates reports, has access to all raw data, sets up a new survey or uses a pre-existing survey, establishes timeframes for the survey to run, sets how many samples will be sent to each survey group and sets hours each survey group can be sampled.

2. Participant- submits responses to surveys.

3. For internal surveys, participant responses must not require a login. The system will record the participant, the response, date and time of survey origination, date and time of survey response and survey identification.

4. An Identification attached to participants that determines which survey they can participate in.

5. The DOR Administrator sets the timeframe for the start and finish dates and times for the survey. The DOR Administrator also sets the days and timeframes by survey group that participants can receive surveys.

6. The DOR Administrator sets the number of surveys sent to each survey group. The system must determine when to send them within the allowed timeframes for the duration of the survey.

7. The system must record the participant, the selected response, the sent date/time of survey, and the date/time of the response. The DOR Administrator must be provided raw survey data upon request or have the ability to download the raw survey data.

8. The DOR Administrator must have the ability to view or download the survey choices offered to the participants.

9. The system must have the ability to allow participants to leave a note for a response when activated and record the note in the database.

C. Reporting Requirements

1. General

The Department administrator and the local delegates must have the ability to use the system online to access reports containing the survey data. The system must provide at minimum the following:

a. Ability to generate, capture, store and report a minimum of 350,000 survey responses annually.

b. Ability to produce reports, storage and tracking of participant data, by location or survey group.

c. Ability to produce reports which are viewable on-line, printable to standard 8.5 x 11” paper and downloadable to Excel.

d. Ability for the FDOR administrator to download the reports and request a download of the raw data from the system.

e. Reports available on demand will include the data for the current day.

f. Reports must have calculated fields. Formulas for calculated fields are attached.

g. The following performance reports must be produced and able to be generated online

FDOR:

2. Survey Report by Month

The system must provide a report showing the results of surveys conducted over the course of a month. During the month, participants may be sent multiple surveys for a response over the course of a survey. This report shows, by participant, the percentage of each possible response that was chosen by the participant. This report must provide, at a minimum:

a. Participant User ID.

b. For each possible response offered in the survey, provide the results by percentage for each employee.

c. The report should have pre-determined calculated fields for reporting purposes only

(see Appendix 2 in the Procurement Library).

d. Survey count (sent and received).

e. Count of moments by response selection.

f. Percentage of surveys by response selection.

g. Allow date ranges to be entered in the parameters for the report.

3. Survey Percentages

The system must provide a report on survey activity at the survey group level. The survey group view will be limited by organization structure for the delegate to only see the survey group they are assigned to. The FDOR administrator can view all survey groups. This report must provide, at a minimum:

a. Survey Group (For example: Clerk of Court Office)

b. For each possible response offered in the survey, provide the results by percentage for each employee

c. The report should have pre-determined calculated fields for reporting purposes only

(see Appendix 3 in the Procurement Library)

d. Survey count (sent and received)

e. Count of survey responses by response selection

f. Percentage of surveys by response selection

g. Allow report to be run in either one month or three-month increments

h. The final contract percentage must be a calculated field that will be stored by the solution.

4. Report on RMS Change History

The system must provide a report on changes made by users. This report must provide, at a minimum:

a. Data element changed (user changes)

b. User ID that changed data

c. Date changed

d. Comments made in the system

5. Report on total three-month response rate review

The system must provide a report with information for the selected month and the prior two months related to survey history and the current survey for remaining moments needed to complete the survey cycle. This report must provide, at a minimum:

a. Survey Group (For example: County)

b. Number of Responses Received

c. Active Participants

d. Number of Failed Responses

e. Failed Response Rate

f. Number of Surveys Remaining (only show for current month)

g. Number of Expected Responses (calculated field from response rate and surveys remaining)

6. Report on surveys conducted

The system must provide a report for count of surveys issued by office site by category received.

This report must provide, at a minimum:

a. Survey Group (For example: Office Site)

b. Survey category

c. Count of survey responses

2.2.2 Technical Requirements

A. The proposer’s system and service must meet the following requirements:

1. Useable on PC’s running Windows 10 and above or a Mac running OSX10 and above.

2. Be compatible with the following web browsers:

a. IE11 and above

b. Apple Safari 26 and above

c. Google Chrome 145 and above

d. Mozilla Firefox 140 and above

e. Microsoft Edge version 148 and above

3. Useable at a minimum resolution of 1280 x 720.

4. Website and server will be secured by encryption at a minimum of 64-bit encryption

(ex. HTTPS).

B. The contractor must maintain a fully automated audit trail with audit records for information that, at a minimum, collect data associated with each change transaction to its initiator, capture date and time of system events and types of events. The audit trail must protect data from addition, modification, and deletion and should be regularly reviewed and analyzed for indications of inappropriate or unusual activity.

C. Data must be retained and stored only within the United States and must be retained for at least five years, unless a shorter time is authorized by FDOR in writing.

2.3 START-UP

The Implementation Phase of the project consists of the five deliverables described in 2.3.1: Project Plan;

Configuration; Testing; Training; and Cutover. The vendor is responsible for satisfactory completion of each deliverable in a timely manner.

2.3.1 Project Implementation Deliverables

A. Project Plan

The vendor must submit a comprehensive project plan with its response to the RFP as required by 4.6.B.6.

The project plan must address both phases of the project: the Implementation Phase and the Operations

Phase. The project plan must describe the vendor’s approach for transitioning from the current RMS system, if applicable, or establishing new operations if the vendor is not FDOR’s current contractor for RMS service provider.

The project plan must address, at a minimum, how the vendor will perform the work required for each of the implementation deliverables and any other necessary work to ensure a successful cutover as FDOR’s

RMS service provider on 6/1/2027. The plan must identify the vendor’s project manager and other personnel, identify major milestones, and include a high-level project schedule.

The project plan should also address:

1. Project management methodology

2. Resource allocation, project organization, roles and responsibilities

3. Risk identification and mitigation strategies

4. Change management and communication plan

5. Configuration and system setup activities

6. Data conversion or transition approach, if applicable

7. Dependencies, assumptions, and needs

B. Configuration

The vendor’s system must be fully configured to operationalize the functional requirements in 2.2.1.

The selected Proposer must develop and submit a detailed proposed configuration plan within thirty

(30) days after contract execution that addresses how and when the work will be completed. The plan is subject to FDOR’s review and approval.

C. Testing

The vendor must perform unit testing on the configured solution to ensure the functional requirements are implemented as specified in 2.2.1. The results of unit testing must be provided to FDOR before the start of user acceptance testing.

The vendor must work cooperatively with FDOR during user acceptance testing to resolve issues and defects discovered during testing.

To complete unit testing and user acceptance testing, the solution must be free of high and medium defects for all of the functional requirements in 2.2.1. Test results and issue/defect resolutions are subject to FDOR’s review and approval.

The selected Proposer must submit a proposed testing plan to FDOR within 30 days or in accordance with the approved Project Plan after contract execution. The proposed plan is subject to FDOR’s review and approval.

The testing plan must address and include:

1. The testing methodology and approach

2. Sampling parameters and the process for generating test samples

3. Procedures for distributing samples to the test group

4. Procedures for receiving and validating test results

5. Reporting of testing results, including identified issues and corrective actions

6. Functional testing to demonstrate that the solution meets all functional requirements identified in 2.2

D. Training

The vendor must provide the necessary training materials for all user roles. The materials must provide users the information needed to properly perform the user’s role.

The selected Proposer must develop and submit a proposed training plan to FDOR within 90 days or in accordance with the approved Project Plan before scheduled cutover. The proposed plan is subject to FDOR’s review and approval.

The training plan must address the following:

1. Provide training in accordance with the approved Training Plan for all user access levels of the system.

2. Provide ongoing training for new users and training updates related to any system changes.

3. Training materials, user guide and pre-recorded video training available on demand is acceptable for all user access levels.

E. Cutover

The selected Proposer must deliver a fully functioning RMS system at cutover in accordance with the approved project plan and the requirements of the contract. The cutover plan must address the following:

1. The schedule must clearly reflect the responsibilities of the vendor and FDOR

2. The schedule must include project milestones and a timeline for all sites

3. The schedule must clearly identify dependencies or expectations the vendor has of FDOR or others that may affect the project

4. Resource allocation, staffing, roles and responsibilities

5. Risk identification and mitigation strategies.

6. Change management and communications

7. Post-implementation support and transition to steady-state operations

The selected Proposer must develop and submit a proposed cutover plan to FDOR within 90 days or in accordance with the approved Project Plan before scheduled cutover. The proposed plan is subject to FDOR’s review and approval.

2.3.2 Personnel

The vendor must provide a designated project manager for the duration of the Implementation Phase of the project. The project manager is responsible for executing the vendor’s project plan in coordination with FDOR.

The vendor’s project manager must have a minimum of five (5) years of experience implementing technology projects and must have advanced knowledge of the contractor’s product, service, and operations. The project manager must have strong project management, communication, and issue-resolution skills and the authority to make project decisions and access to contractor resources needed for the project.

The vendor must assign qualified personnel with the appropriate technical knowledge and experience to perform the services required under the Contract. Personnel must have demonstrated experience in their assigned roles and be available throughout the implementation phase.

The vendor must notify the Department’s Contract Manager in writing of any proposed changes to the project manager or other project personnel. Replacement personnel must have qualifications and experience equal to or greater than those of the individual being replaced and are subject to the FDOR’s review and approval.

2.3.3 Project Management

The vendor will conduct weekly project team meetings to include FDOR’s implementation team.

FDOR will work cooperatively with the vendor throughout the project, providing the assistance and supported needed for the vendor to complete the implementation deliverables and related tasks.

The vendor must demonstrate measurable progress toward completion of project milestones, deliverables, and implementation tasks. All deliverables and milestone completions are subject to the Department's review and approval.

Any revisions or updates to the Project Plan, including the Implementation Schedule, Configuration, Testing, Training Plan, or Cutover, shall be submitted to the Department for review and written approval prior to implementation.

All vendor materials needed for cutover must be finalized with FDOR approval no later than thirty

(30) days before the scheduled cutover date.

2.3.4 Kick-Off Meeting

Within ten (10) business days after Contract execution, the Contractor must participate in a project kick-off meeting with the FDOR. The Contractor's Project Manager and other personnel must attend the kick-off meeting either virtually or in person.

FDOR will prepare and circulate the kick-off meeting agenda in advance.

2.3.5 Financial Consequences at Start-Up and other Remedies

1. Compensation for implementation deliverables is not payable until successful cutover to the Operations Phase of the project and is contingent on FDOR approval of the implementation deliverables and successful operations for thirty (30) consecutive days after cutover.

2. If the Contractor does not achieve successful cutover according to the project schedule, a financial consequence of $1,000 per day for each day cutover is delayed will be deducted from vendor’s compensation for the Implementation Phase of the project (Start-Up, Attachment L). The financial consequences specified in this paragraph do not apply if the failure to perform is due to circumstances beyond the Contractor’s control, as determined by the Department.

3. Demonstrated progress against plan in completing milestones and lower-level tasks during the Implementation Phase of the project is essential. Poor progress against plan and poor-quality work that is not rectified are grounds for FDOR to unilaterally terminate the contract.

4. If the Contractor does not deliver a fully functioning product and service within thirty (30) days after scheduled cutover, FDOR in its sole discretion may unilaterally terminate the contract.

2.4 TECHNICAL SUPPORT

The selected Proposer must provide ongoing technical support to participants, delegates and designated administrators throughout the year. The Proposer’s must:

1. Provide ongoing technical assistance for FDOR Administrator via phone support (i.e., System Stability Issues, Bug Issues) for system issues during business hours.

2. Resolve high priority issues within 24 hours and non-high-priority issues within 72 hours, not including non-business days.

a. High-priority issues are those issues that affect system integrity in a manner that prevents multiple users from performing tasks detailed in this Scope of Services.

b. Non-high-priority issues are those that do not affect system integrity but do prevent a single user from performing tasks.

3. Provide emergency support to keep system operational. This does not include routine functions such as loading data, training, or user support.

4. Notify the FDOR Contract Manager in writing no less than 48 hours prior to any scheduled system maintenance that will result in the system being unavailable for users.

System down time for scheduled maintenance will be scheduled on the weekends or non-business hours to avoid service interruption. Regularly scheduled maintenance will not count as down time.

5. Notify the FDOR Contract Manager in writing within 30 minutes of system outages excluding State observed holidays, weekends and outside of regular business hours (7:00 a.m. to 7:00 p.m., Eastern Time) and making the system unavailable for longer than 15 minutes. The service must be available 99% or more during regular business hours.

2.5 SYSTEM PERFORMANCE MONITORING

The contractor must verify and report system performance using a monitoring system to confirm availability, uptime and responsiveness. Contractor will provide a list of proposed methods to be used.

2.6 CONFIDENTIALITY AND DATA SAFEGUARDING

The selected Proposer, its employees, agents, and subcontractors, shall treat and maintain email addresses, Participant IDs, surveys and survey results as confidential information. The information provided may be used only for purposes of administering the contract, if awarded, and may not be used or disclosed for any other reason without the Department’s expressed, written consent. The awarded Contractor shall notify the Department’s contract manager within one hour of a suspected or confirmed breach of confidential information.

2.7 PERFORMANCE MEASURE, MONTHLY REPORT, AND FINANCIAL CONSEQUENCE

A contract resulting from this RFP will include the Performance Accountability Measure, Monthly Report, and Financial Consequence as described in this section.

A. Performance Accountability Measure

Excluding routine scheduled maintenance, the vendor’s system must be available 99.5 percent of the time each month during normal business hours, 7:00 a.m. to 7:00 p.m., Eastern Time, Monday through Friday, except for state holidays and office closures.

B. Monthly Report

If a contract is awarded, within 5 business days after the end of each month, the selected Proposer must submit a Monthly PAM Report that calculates the Performance Accountability Measure for system availability during the prior month. The report must include the detail for how the calculation is arrived at and provide supporting documentation concerning system uptime during normal business hours.

C. Financial Consequence

For each month that system availability is below standard, a financial consequence of $1,000 will be deducted from the vendor’s compensation for that year.

A financial consequence will not be applied if nonperformance is due to a force majeure event or circumstances that are beyond the vendor’s control, as determined by the Department.

2.8 ADDITIONAL TERMS AND CONDITIONS

A. COMPENSATION AND PAYMENT

1. If a contract is awarded, the Department will pay the selected Vendor the fixed price specified in Attachment L for the services described in the RFP.

2. A one-time payment for the Implementation Phase of the project is payable when the project implementation deliverables described in 2.3 of the RFP are accepted by FDOR.

The first Annual Maintenance and Support payment is payable when the Project Implementation deliverables are accepted. The payment is for the 12-month service period beginning at cutover. Subsequent Annual Maintenance and Support payments are payable 30 days in advance.

3. The Department is authorized by Florida Statutes to make payment only upon verified receipt of contract deliverables. Under this RFP and any resulting contract, the contract deliverables are the project implementation deliverables described in 2.3 of the RFP and web-based RMS system and service described in 2.2 of the RFP.

4. Invoices must be submitted on company letterhead and include, at a minimum, the following information:

a. Date of invoice,

b. Name and address of the Department’s Contract Manager

c. Contractor Name,

d. Contract Number,

e. Service Period (mm/dd/yyyy – mm/dd/yyyy),

f. Total invoice payment amount requested,

g. Date signed, and

h. Vendor’s address and information needed for payment.

B. DELIVERABLE REVIEW, ACCEPTANCE AND PAYMENT

That pursuant to section 215.422, F. S., the Department has five (5) working days to inspect and approve goods and services, unless the bid specifications, purchase order, or this contract specify otherwise. With the exception of payments to health care contractors for hospital, medical, or other health care services, if payment is not available within forty (40) days, measured from the latter of the date a properly completed invoice is received by the Department the goods or services are received, inspected, and approved, a separate interest penalty set by the Chief Financial Officer of Florida pursuant to section 55.03, F. S., will be due and payable in addition to the invoice amount.

Payments to health care contractors for hospital, medical, or other health care services, shall be made not more than thirty-five (35) days from the date eligibility for payment is determined.

Financial penalties will be calculated at the daily interest rate of .03333%. Invoices returned to a contractor due to preparation errors will result in a non-interest-bearing payment delay. Interest penalties less than one (1) dollar will not be paid unless the contractor requests payment.

2.9 UNKNOWN, UNANTICIPATED, UNSPECIFIED TASKS

During the course of the contract resulting from this RFP, the vendor may be required to perform additional work (unspecified tasks). That work will be within the general scope of the initial RFP/contract. When unspecified tasks are required, the Contract Manager will provide the vendor a written description of the work task order and request the vendor to submit a firm time schedule for accomplishing the work and a firm price for the work. Cost and pricing data must be provided to justify the cost of such task orders.

The above price will be determined by utilizing the not-to-exceed “unspecified/unknown task rate” bid on the cost sheet (Attachment L).

The Vendor will not commence additional work until the Contract Manager has secured any required approvals necessary for the task order amendment and issued a written contract amendment, approved by the Department’s designee.

Requests for all payments will be submitted in detail sufficient for a proper pre-audit and post-audit review. The Department shall submit the final request for payment for payment to DFS no more than forty-five (45) days after acceptance of the final deliverable or the end date of the contract. Any payment due under the terms of the contract resulting from this RFP may be withheld until all applicable deliverables and/or invoices and reports have been accepted and approved by the Contract Manager.

2.10 CHANGE ORDERS

Performance of additional tasks not specified in the contract will be described in a written change order. For-cost change orders will specify the hourly rate and estimated number of hours to perform the work. A change order must be agreed to in writing by both parties to have binding effect. Agreed upon change orders will be formalized as a contract amendment executed by both parties. The parties may develop a mutually agreed upon procedure to facilitate and document change orders.

2.11 SUBCONTRACTING

Subcontractors, including leased employees are allowable under this Contract. Vendors should refer to Section 3.23: Subcontracts and Joint Ventures, for additional information regarding Contractor and subcontractor relationships.

Vendors are required to…