RFP_5000000660_Addendum_1.pdf

Our Mission: Securing the Financial Future and Sustaining the Trust of California’s Educators

California State Teachers’ Retirement System

Amanda Velasquez, Procurement 100 Waterfront Place, MS #30

West Sacramento, CA 95605-2807

(916) 414-4880 FAX (916) 414-4888

Procurement@calstrs.com

March 21, 2016

TO: All Interested Parties

FROM: California State Teachers’ Retirement System

SUBJECT: ADDENDUM NUMBER ONE (1) TO THE REQUEST FOR PROPOSAL (RFP) FOR

BUSINESSDIRECT MAINTENANCE AND OPERATIONS, RFP #5000000660.

The California State Teachers’ Retirement System, also known as CalSTRS, issued an RFP for BusinessDirect Maintenance and Operations, on February 29, 2016.

The purpose of this Addendum 1 is to:

1. Provide CalSTRS responses to all questions that were received in the CalSTRS Procurement Office.

2. Update Attachment 7, Confidentiality, Non-Disclosure and Acceptable Use, to remove “ I, ____ have read and understand Exhibit 6, CalSTRS Information Privacy and Security Requirements, located in the “Exhibit” folder of the RFP Information Library”.

3. Add a new folder in the CalSTRS Bidder Information Library, 0.01 – Addendum 1, containing all new documents issued via Addendum 1 and referenced in Section 5.3.1 Structure of the documentation CalSTRS Bidder Library.

4. Clarify “CalSTRS Hosted Solution” and clarify the contract term on Cost Workbook, Volume 2.

5. Clarify the contract term in Section 1.2 Background.

6. Remove Section 3.8.5.3 Part 3,“Financial Viability Information”.

7. Provide the following revised pages, 5, 18, 36, and 37 of the RFP.

Changes identified in bold with a double underline indicate new language; changes identified with strike through indicate language being removed. All pages with changes are labeled with REVISED 3.21.2016 in the right hand corner of the document(s). Proposers should replace existing page(s) with the revised page(s) in the RFP package.

Respondents are reminded that it is their responsibility to review the entire addendum to consider these modifications when preparing their offers.

This Addendum does not affect the final file date.

Should there be any questions related to this Addendum, please contact me at (916) 414-4880.

Amanda Velasquez Central Procurement Analyst

Request for Proposal#5000000660

BusinessDirect Maintenance and Operations

Addendum 1

# Category Proposer Question CalSTRS Response

1 RFP 1.2 Background Who did the implementation of BusinessDirect? The current M&O provider, Ciber, Inc., was also the original implementer and the original project management was performed by Gartner, Inc.

2 RFP 1.2 Background Does the Pension System of CalSTRS have any connection with BusinessDirect?

Yes. BusinessDirect has interfaces (inbound/outbound) with the current legacy pension system (START) and will have interfaces

(inbound/outbound) with the new pension system by CGI‐

Sagitech/Neospin. See RFP Section 6.3 Potential Upcoming and

Future Initiatives. Architectural Information can be found in the

CalSTRS Bidder Information Library.

3 RFP 1.2 Background Are there any management/delivery issues that

CalSTRS is facing with the current incumbent, Ciber?

If there are any issues, they will be shared with the apparent winner. See RFP Section 5.5 Business and Technical Objectives for objectives that CalSTRS has identified that it wants to achieve through this procurement. CalSTRS' agency objectives are also visible on CalSTRS.com.

4 RFP 1.2 Background What is the current contract size of the M&O work that Ciber is performing?

Current vendor contract and amendments will be placed in Item

0.01 ‐ Addendum 1 of the CalSTRS Bidder Information Library.

5 RFP 1.2 Background How many Ciber staff are providing M&O services?

Are they providing any other services too?

Is there a helpdesk being run by Ciber or anyone else?

Current M&O vendor provides 10‐15 resources for support and maintenance, but not project work (see RFP Section 5.4 Current

State of Maintenance and Operations). Current vendor also provides project work when contracted by CalSTRS. Current vendor is not running a helpdesk. Tickets from users are logged into CalSTRS' ticketing system (Unicenter), routed to

BusinessDirect System Support (CalSTRS business analysts) and any elevated tickets are forwarded to the current M&O vendor to address. Please refer to the RACI matrix under the M&O Process in the CalSTRS Bidder Information Library for more information on current M&O services.

6 RFP 1.2 Background Apart from SAP ECC and SAP BI what other modules of SAP are in scope?

Are there any other systems in scope of M&O?

See RFP Section 5.3 Scope of the BusinessDirect Solution and

Table 7 Functionality/Modules in Scope for M&O. There is also additional information in the CalSTRS Bidder Information Library.

7 RFP 1.2 Background Will the incumbent, Ciber, be allowed to bid on this solicitation?

Yes. This is an open process. All qualified vendors can respond to this solicitation.

8 RFP 2.0 Proposer Minimum

Qualifications

Will the proposer need to be a US company? No, But, prior to signing the contract, the Proposer must be registered with the California Secretary of State's Office in order to do business in California. See Corporations Code 21050.

9 RFP 2.2 Corporate

Experience

Is CalSTRS expecting all of the projects cited to involve SAP experience?

Yes. SAP experience is what CalSTRS is expecting for companies listed when proposing. Not all requirements listed in Section 2.2 of the RFP need be with only one client.

10 RFP 2.2 Corporate

Experience

Please provide us more clarity on the transaction volume.

What is the meaning of Dialog steps per month?

Is Dialog referring to a SAP screen?

For SAP, dialog steps is a more accurate depiction of resource load and use than merely the number of transactions executed.

One transaction may include hundreds of dialog steps while another transaction may include just two dialog steps.

11 RFP 2.2 Corporate

Experience

If we have one Financial Services Public Sector client in SAP outside US, would that qualify as one of the references?

Yes. Proposer needs to read the bulleted characteristics in

Section 2.2 Corporate Experience as characteristics that can be satisfied by individual projects/clients.

The following answers are in response to written questions submitted by prospective Proposers regarding clarification of the intent and content of the RFP.

This document provides the written responses to questions that were received via email in the CalSTRS Procurement office.

Response to Written Questions

Request for Proposal (RFP) Number 5000000660

Addendum 1

# Category Proposer Question CalSTRS Response

12 RFP 2.2 Corporate

Experience

Can the proposers cite Corporate Experience of the named subcontracting Vendor for this RFP ?

Proposer may, but the Prime must meet all corporate experience qualifications, independent of the subcontractor.

13 RFP 2.2 Corporate

Experience

Would a large Public Sector institution ($ 1 Billion +) that manages Public Funds qualify for the requirement below?

‐At least one (1) Financial Services and Public Sector

SAP;

In this case, the reference would need to have used SAP to manage the funds.

14 RFP 2.3 Key Project

Personnel Minimum

Qualifications

Is the Solution/Technical lead from the functional side or technical side? Can you please describe the vision for this role? Is the expectation that this person be full time on the project?

It is up to the Vendor to think about what needs to be done at

CalSTRS and it is with the Proposer to provide a solution. There are different staffing models and it is up to the Proposer to staff the solution provided.

15 RFP 2.5 Minimum Annual

Gross Revenue

If the proposer doesn't have annual gross revenue of

$200 million, but its parent has, would the Proposer be allowed to bid?

Yes. The parent company will need to be the respondent entity submitting the proposal and be the responsible entity signing the contract.

16 RFP 3.6 Submitting Written

Questions

Would you upload the responses to the questions asked on your website?

CalSTRS will provide Proposer questions and CalSTRS responses in an addendum to the RFP posted on www.caleprocure.ca.gov.

17 RFP 3.8.5.3 Part 3, “Financial Viability

Information”

On page 18 of the RFP, Artifact 4 Mandatory

Corporate Financial Viability Information, is mentioned in Section 3.8.5.2 ‐ Part 2, "Mandatory

Minimum Qualifications" and Section 3.8.5.3 ‐ Part 3, "Financial Viability Information." Which is correct?

The Artifact should be included in Part 2, "Mandatory Minimum

Qualifications" section of the proposal. There is no need to repeat the Artifact in Part 3, "Financial Viability Information" where the supporting documents will be presented.

18 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements

Matrix ‐ Infrastructure

Hosting Services

Will the Tools required to provide the EUC/Hosting services/Asset Management be owned by CalSTRS or be expected to be owned by the Proposer?

CalSTRS owns these tools in the current model, but is open to

Proposer's recommendation for most cost effective solution.

19 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements

Matrix ‐ Infrastructure

Hosting Services

Will CalSTRS own and supply the EUC hardware & OS including desktops and laptops or is the vendor expected to supply the same?

CalSTRS will provide the End User Computing (EUC) desktops and laptops for CalSTRS employees at CalSTRS employee sites.

Proposer to provide the necessary devices required for Proposer's staff to provide and maintain the Infrastructure Hosting Services as mentioned in this Service.

20 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements

Matrix ‐ Asset Management

Services

Does CalSTRS have a centralized Asset Management tool to maintain Asset records?

CalSTRS uses the Asset Accounting Module in SAP to maintain asset records of tangible assets purchased by CalSTRS.

21 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements

Matrix ‐ Asset Management

Services

How many SOE Gold Images exist and how often they are updated?

With current state of hosting SAP at CalSTRS, software/PC imaging is the responsibility of CalSTRS. Please address in your vision for future state if that vision includes external hosting.

22 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements

Matrix ‐ Consulting Services

Are the consulting services activities part of the Daily

M&O activities or will the activities such as technology acquisition, business case development and process consulting be considered as a separate effort? If it will be considered separately then we need details on what are the business processes or technology systems in consideration for these activities.

CalSTRS believes that the service activities in this section should be part of daily Maintenance and Operation (M&O) activities. For example, CalSTRS staff are not experts in designing reports.

CalSTRS would like a vendor to go through the process of gathering requirements, clarify needs of the business, providing estimates, and then provide the necessary development and testing.

23 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements

Matrix ‐ Consulting Services

Is there any detailed process documentation available for all processes across all modules in scope or will it be documented as part of the transition phase activities?

There are Configuration Documents that are kept up to date with each configuration change made. There are Functional and

Technical Design Specifications for each FRICEW item and they are kept up to date with each change made. These documents are currently available for viewing in the CalSTRS Bidder

Information Library.

Addendum 1

# Category Proposer Question CalSTRS Response

24 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements

Matrix ‐ Consulting Services

Is there a plan for major enhancements/modernization of the IT landscape ? If so, can you please share the high level roadmap for the same.

CalSTRS would like the Proposer to provide the possible vision based on what CalSTRS has provided in the RFP. Responses to

Optional Section 9 ‐ Transform and Modify, is where we would expect Proposers to provide their vision for CalSTRS.

25 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements

Matrix ‐ Consulting Services

/ Business Case

Development

9) What level of consulting effort would be expected from the new contractor during the proposed new initiatives?

** As per the RFP the Upcoming/Future Initiatives shouldn't be included in the pricing sheet.

RFP 6.3 Potential Upcoming and Future initiatives may require contractor support and effort and may be handled as projects in the new contract. Proposers should be aware of these initiatives in considering their proposal and provide the expertise if required.

26 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements

Matrix ‐ Consulting Services

/ Knowledge Base

6) What is the effectiveness of the current Knowledge

Management and are these in line with the Business

Requirements?

Please refer to 7.2 Unicenter Ticket Summary in CalSTRS Bidder

Information Library for information on REQUEST (how to) tickets and their disposition. CalSTRS expects the vendor to propose an approach to knowledge management for CalSTRS staff based on

RFP requirements and the vendor's experience managing similar

SAP installations in the public sector three years post‐ implementation.

27 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements

Matrix ‐ Consulting Services

/ Knowledge Base

7) Are there specific areas/modules that would need assessment with respect to improving the existing documents and creating additional documents?

Please refer to 7.2 Unicenter Ticket Summary in CalSTRS Bidder

Information Library for information on REQUEST (how to) tickets and their disposition. CalSTRS expects the vendor to propose an approach to knowledge management for CalSTRS staff based on

RFP requirements and the vendor's experience managing similar

SAP installations in the public sector three years post‐ implementation.

28 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements

Matrix ‐ Consulting Services

/ Requirements Gathering

8) The new provider is expected to modernize processes and system for making the current system more efficient. What are these processes and are these additional scope apart from the regular

"Support" and "Maintenance" track?

Please refer to CalSTRS Bidder Information Library for information on the installed system, it's architecture and performance.

CalSTRS expects the identification of these opportunities to be a part of ongoing support. Depending on the nature of the recommendation and the Proposer's approach, it may be part of the existing M&O requirements or a separately identified

"project" to implement the recommendations.

29 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements

Matrix ‐ Consulting

Services/Process Consulting

Services

1) We understand that there are business process documents already available for BusinessDirect solution SAP functional modules. Are these process documents up to date? If not then what level of process updation is expected?

Yes. The Configuration Documents in Item 03.0 SAP Configuration

Settings are kept up to date.

30 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements

Matrix ‐ Consulting

Services/Process Consulting

Services

2) Are there functional SME's available for each of the modules with whom Vendor Consultants can interact and get information as and when required?

Yes. BD System Support staff are functional experts in their respective areas of SAP.

31 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements

Matrix ‐ Consulting

Services/Process Consulting

Services

3) What is the % share of effort between support, bug fix and enhancements?

Please see Unicenter ticket information and current vendor monthly managed services reports deliverables in the CalSTRS

Bidder Information Library.

32 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements

Matrix ‐ Consulting

Services/Process Consulting

Services

4) What is the process of identifying an enhancement resulting out of an initial bug fix request and a general enhancement?

Please refer to the information provided Item 2.04 ‐

BusinessDirect Change Process in the CalSTRS Bidder Information

Library.

Addendum 1

# Category Proposer Question CalSTRS Response

33 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements

Matrix ‐ Consulting

Services/Process Consulting

Services

5) What is the functional resource count during M&O for "Support" i.e. Severity 1 & 2 ticket resolution, for

"Maintenance" i.e. Knowledge Transfer, Functional/Process Support, End‐User Training, Functional Enhancements?

Please refer to the information provided in Item 7.3 ‐ Ciber

Monthly Reports and additional Ciber Monthly Reports in Item

0.01 ‐ Addendum 1 in the CalSTRS Bidder Information Library.

34 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements

Matrix ‐ Information

Management Services

Can you please confirm if there is significant customization to the business warehouse (OOB)?

We have BI cubes configured for reporting purposes, not just for analysis. As an example, staff produce the General Ledger Trial

Balance from BI. Certain cubes are replicated from BI with a scheduled job that runs every 3 hours, while another 6 scheduled jobs run daily, and 15 other schedule jobs run monthly.

35 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service Requirements

Matrix

Is there a preference for a fixed or variable cost model for the project work?

Project work is priced at the time the effort is initiated based on the variable rate card established in the contract as applied to the estimated work effort of the vendor given the stated project requirements. Then the project is established at a fixed cost based on those inputs.

36 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements Matrix

‐ Asset Management

Services

Please provide the details of all the devices under scope of Asset Management Services ‐ make, model, Location, quantity/count

The Proposer should present the approach that provides the best value to CalSTRS. Information is provided in the RFP and the

CalSTRS Bidder Information Library.

37 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements Matrix

‐ Asset Management

Services

Does CalSTRS have a centralized Asset Management tool to maintain Asset records?

SAP Fixed Asset Module.

38 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements Matrix

‐ Asset Management

Services

a) Does CalSTRS have any automated asset discovery and inventory tool?

b) Is the tool same for hardware and software assets?

Please provide details.

C) Is the tool integrated with Service Management tool?

Yes, but not applicable to this RFP.

39 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements Matrix

‐ Asset Management

Services

Are the EUC client security software managed by a centralized tool for all security updates & patches?

Yes, but not applicable to this RFP.

40 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements Matrix

‐ Asset Management

Services

Are you using Group Policies to distribute/deploy applications or software to end user machines or is it through a software distribution tool. Please specify.

Yes, but not applicable to this RFP.

41 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements Matrix

‐ Asset Management

Services

Do you re‐package applications into Microsoft installer (.msi) format or any other compatible format for target operating system ? If yes, please list the re‐ packaging formats and tools used for re‐packaging.

Yes, but not applicable to this RFP.

42 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements Matrix

‐ Asset Management

Services

Do you use any software license management tools ?

If yes, please provide the names of the tools

No.

43 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements Matrix

‐ Asset Management

Services

Do you virtualize applications? If yes, please indicate the virtualization platform such as Thinapp, XenApp, App‐V and so on

Yes, but not applicable to this RFP.

44 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements Matrix

‐ Asset Management

Services

Do you use any application streaming tools provided by vendors like Citrix or VMware ? If yes, please provide tool names.

Yes, but not applicable to this RFP.

Addendum 1

# Category Proposer Question CalSTRS Response

45 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements Matrix

‐ Asset Management

Services

Do you use any tools for application compatibility assessment for target operating systems such as

Windows 7 or 8 to support operating system refresh projects for end users ? If yes, please indicate what type of tools are used (e.g. Changebase, AppDNA)

Yes, but not applicable to this RFP.

46 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements Matrix

‐ Asset Management

Services

Have you standardized desktop and laptop builds including operating system type and versions? If yes, please list Standard EUC Images with versions in use

Yes, but not applicable to this RFP.

47 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements Matrix

‐ Asset Management

Services

Which tools are used to create operating system builds ? (e.g. Sysprep, Image X, Acronis and so on)

Yes, but not applicable to this RFP.

48 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements Matrix

‐ Asset Management

Services

Is operating system deployment centralized using tools such as SCCM or Microsoft Deployment Tool kit or other similar tools ? If yes, please provide information on tools used along with overview of OS deployment process

Yes, but not applicable to this RFP.

49 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements Matrix

‐ Business Continuity

Services

What backup software is currently used? CommVault, but CalSTRS is in the process of migrating to EMC

Avamar solution.

50 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements Matrix

‐ Business Continuity

Services

Please provide details on Backup device configuration along with VTL, Tape library hardware model and connectivity?

Not applicable to this RFP.

51 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements Matrix

‐ Business Continuity

Services

Specify any critical gaps/ pain areas in the current set‐ up which would need to be addressed?

As mentioned in the RFP, BusinessDirect sits on a technical architecture that requires a broad set of CalSTRS solutions/applications be impacted, in the event of the need to recover from a BusinessDirect fault.

52 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements Matrix

‐ Business Continuity

Services

What is the backup Media that is being used currently? What is it's current capacity?

Not applicable to this RFP.

53 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements Matrix

‐ Business Continuity

Services

What is the total monthly volume of backed up data? Not applicable to this RFP.

54 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements Matrix

‐ Business Continuity

Services

Is the Backup environment being monitored? If so, please list the tools used for monitoring and confirm if it is integrated with ticketing tool for auto‐ticketing of alerts?

Not applicable to this RFP.

55 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements Matrix

‐ Business Continuity

Services

Do you have a scheduling tool to schedule backups across different backup software?

Not applicable to this RFP.

56 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements Matrix

‐ Business Continuity

Services

Please provide count of backup servers in‐scope Not applicable to this RFP.

57 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements Matrix

‐ Business Continuity

Services

Please provide your current and expected SLAs for backup

Please refer to Section 8.2.1 for service expectations.

Addendum 1

# Category Proposer Question CalSTRS Response

58 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements Matrix

‐ Business Continuity

Services

What are the Recovery Point Objective (RPO) &

Recovery Time Objective (RTO)?

Does the current infrastructure architecture fulfill these objectives?

Have the BCP tests succeeded so far? What were the challenges?

The Proposer should present the approach that provides the best value to CalSTRS. Proposer can refer to information provided in the RFP and CalSTRS Bidder Information Library.

59 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements Matrix

‐ Business Continuity

Services

Does CALSTRS have hands and feet support available currently for data center operations like rebooting library, loading and ejecting tapes and shipping media to offsite locations?

Yes. Please refer to the RACI matrix under M&O Process in the

CalSTRS Bidder Information Library.

60 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements Matrix

‐ EUC End User Devices

Please provide the location‐wise EUC asset count/user count

Please refer to the information provided in the CalSTRS Bidder

Information Library.

61 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements Matrix

‐ EUC End User Devices

Please provide the expected SLAs for EUC All CalSTRS requirements are included in the RFP. The Proposer should present the approach that provides the best value to

CalSTRS. Please refer to Section 8.2.1 for service expectations.

62 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements Matrix

‐ EUC End User Devices

Please provide the ticket data for Incidents, Problem

Records and Change Management for EUC split across Severity/Priority

Please refer to the information provided in Item 7.2 ‐

Unicenter_Ticket_Capital Summary of the CalSTRS Bidder Library.

63 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements Matrix

‐ EUC End User Devices

Will CALSTRS own and supply the EUC hardware & OS including desktops and laptops? Or is Vendor expected to supply the same?

Yes.

64 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements Matrix

‐ EUC End User Devices

What are the smart mobile platforms supported and what is the user count of smartphone users?

Currently CalSTRS does not use smart mobile platforms to access

SAP.

65 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements Matrix

‐ EUC End User Devices

What are the tools used for BYOD / Mobile Device

Management ?

Currently CalSTRS does not use BYOD to access SAP.

66 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements Matrix

‐ EUC End User Devices

Is vendor responsible for Spares Management or will

CalSTRS take care of spares?

All of CalSTRS requirements are included in the RFP.

67 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements Matrix

‐ EUC End User Devices

Please provide last 6 months data for Incidents, Changes and Services Requests in the EUC space

(desktops, laptops, printers, VDI, Mobile/BYOD)

Not applicable to this RFP.

68 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements Matrix

‐ EUC End User Devices

Have you implemented VDI or Desktop as a Service

(DaaS) in your organization ? If yes, please provide information about virtualization providers or any third part DaaS service providers.

Yes.

CalSTRS uses VMWare.

69 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements Matrix

‐ EUC End User Devices

How many virtual instances of VDI are in use in your organization ?

Approximately 200.

70 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements Matrix

‐ EUC End User Devices

Do you use a centralized systems management tool to manage endpoints / end user devices ? If yes, please indicate which tools / modules are used.

Not applicable to this RFP.

71 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements Matrix

‐ EUC End User Devices

Does CalSTRS have remote control capability to provide remote support to end users and troubleshoot any reported issues ?

Yes.

Addendum 1

# Category Proposer Question CalSTRS Response

72 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements Matrix

‐ EUC End User Devices

Have you automated desktop / laptop management processes using tools like SCCM Orchestrator ? If yes, please provide information about the tasks which have been automated and tools used.

Yes but not applicable to this RFP.

73 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements Matrix

‐ EUC End User Devices

Which tools are used for centralized patch management for end user devices ?

Microsoft SCCM and Shavlik. Yes, but not applicable to this RFP.

74 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements Matrix

‐ EUC End User Devices

Do patch management tools cover all types of end user devices ? If no, what is the mechanism to patch end user computers which are not covered by the patch update tool(s) ?

Yes.

75 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements Matrix

‐ EUC End User Devices

Please provide details on Mobile user count, split across device type (Android/Apple/Windows)

Not applicable to this RFP.

76 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements Matrix

‐ EUC End User Devices

Do you use any tools such as Airwatch/Xenmobile to manage end user mobile devices ? If yes, please provide tool names and modules used

Not applicable to this RFP. Yes, but not applicable to this RFP.

77 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements Matrix

‐ EUC End User Devices

What type of print servers are used in the organization (e.g. Windows/Linux/Hardware appliances)

Windows.

78 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements Matrix

‐ EUC End User Devices

What would be the estimated no. of file and print servers/devices in use? Please provide count with location‐wise split.

CalSTRS deploys less than five SAP printers.

79 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements Matrix

‐ EUC End User Devices

a) Does CalSTRS have any managed print service provided by a partner?

b) Are printer consumables supplied by CalSTRS?

Not applicable to this RFP.

80 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements Matrix

‐ Operational Services

Please provide a list of tools/products used for the below areas:

‐ Monitoring Tools

‐ Event Management Tools (Net Cool etc.)

Yes, but not applicable to this RFP.

81 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements Matrix

‐ Operational Services

Are the monitoring tools integrated with the Service

Management tool for automated ticketing?

Yes, but not applicable to this RFP.

82 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements Matrix

‐ Operational Services

Which tools are used for application transaction & performance monitoring? How many applications are monitored and how many users?

Early Watch Reports contain performance and use statistics for

SAP.

83 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements Matrix

‐ Operational Services

Please provide details of the tools adopted for

Incident Management, Problem Management, Service Level Management, Capacity and Availability

Management. Are the processes currently aligned to

ITIL best practices?

CalSTRS currently uses Unicenter, but in the process of evaluating an upgrade or replacement.

84 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements Matrix

‐ Operational Services

Regarding Process Automation, does CalSTRS have a tool deployed for automating specific tasks/workflows or is the scope definition more generic in nature?

Yes, but not applicable to this RFP.

85 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements Matrix

‐ Operational Services

Can you please provide more details regarding End

User Experience? Does CalSTRS have any tool deployed for monitoring and measuring End User application response time?

CalSTRS does not currently have a tool to monitor and measure

End User application response time.

Addendum 1

# Category Proposer Question CalSTRS Response

86 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements Matrix

‐ Operational Services

What is the tool used for maintaining the

Configuration Management Database?

SAP Configuration Documentation is kept up to date in the

Configuration Documents as listed in the CalSTRS Bidder

Information Library.

87 RFP 3.8.5.6 ‐ Artifact 9 ‐

Service requirements Matrix

‐ Operational Services

Are all C.I. details available in the CMDB? No. SAP C.I. (Configuration Items), are not stored in Solution

Manager CMDB (Configuration Management Database).

Currently, Solution Manager is used only for Early Watch reports, but CalSTRS may use additional functionality if recommended.

Configuration Documentation is kept up to date in the

Configuration Documents as listed in the CalSTRS Bidder

Information Library.

88 RFP 3.8.6 2, “Cost Proposal"

‐ Cost Workbook

Can CalSTRS clarify the language on the worksheets of the Cost Workbook. The header states, "For CalSTRS

Hosted Solution." Should this be the replication of the current environment?

Yes. As part of Addendum 1, CalSTRS will replace the following language, "For CalSTRS Hosted Solution" on the five (5) worksheets in the Cost Workbook, with "For Replication of

CalSTRS Current State Environment."

89 RFP 3.8.6 2, “Cost Proposal"

‐ Cost Workbook

What exactly is meant by Termination cost ? Can you please elaborate on the same

See Section R‐Termination of the Sample Standard Agreement

90 RFP 3.8.6 2, “Cost Proposal"

‐ Cost Workbook

In Artifact 9, a list of services are requested but we don’t know the quantum of work in any of these. If its has to be priced as a variable cost in Cost Workbook, how many units of these work is expected for each of the activities? For ex..Under Asset Management ‐

"The activities associated with loading software images, configuring user settings, and testing"

In situations where the Proposers believes that variable pricing is most appropriate, they should indicate the price for a single unit of the requested service. In the example under Asset

Management ‐ "The activities associated with loading software images, configuring user settings, and testing" ‐‐ The Proposer would bid the cost for a loading the image, configuring and testing a single image on to a single server. Proposers are encouraged to use their past experience in working in similar client environments to include as many services as possible into the fixed costs.

91 RFP 3.8.7 Volume 3, “Sample Standard

Agreement and Exhibits”

Will the RFP become part of the contract or will the

Statement of Work (SOW) become the sole contract?

The Sample Standard Agreement used with this RFP lists various

Exhibits and any or all of these may or may not be included as part of the contract.

92 RFP 3.8.7 Volume 3, “Sample Standard

Agreement and Exhibits”

Will a MS Word version of the Sample Standard

Agreement be provided for purposes of redline/review/comment?

CalSTRS will provide the Sample Standard Agreement in their native format Item 0.01 ‐ Addendum 1 of the CalSTRS Bidder

Information Library.

93 RFP 3.10 Procurement

Process

What are your priorities in selection of a new vendor?

Cost, value, experience? Ability to transfer knowledge to your employees and guide you along a transformative path to better satisfaction, efficiency, and utilization of resources?

See the RFP for Evaluation Criteria.

94 RFP 5.3 (pages 35,36) Are there any bolt‐on in scope for Maintenance &

Operations Support? If so, provide details.

Attunity Gold Client will be implemented in May‐June 2016.

95 RFP 5.3 (pages 35,36) What is CALSTRS’s SAP org structure; (e.g. 3 company codes, etc.?)

CalSTRS has only one company code ‐ 1000.

96 RFP 5.3 (pages 35,36) Provide a BPML listing. See 15.1.11 Appendix A ‐ Business Process Master List (BPML), initial Configuration document in the CalSTRS Bidder Information

Library. CalSTRS has also added the most current Business Process

Master List extract from Production to the CalSTRS Bidder

Information Library in folder 0.01 Addendum 1.

97 RFP 5.3 (pages 35,36) Does the scope of this RFP include any non‐SAP support roles? If so, provide details.

CalSTRS does not distinguish between SAP and non‐SAP support roles. CalSTRS expects the Proposer to define the roles required to meet the requirements of the RFP and sample contract.

Addendum 1

# Category Proposer Question CalSTRS Response

98 RFP 5.3 (pages 35,36)

Bidder Library 10.1

What is the estimated number of SAP users for each

SAP Module listed? Are they all located in CA? If not, provide their locations.

Please refer to the information provided in the CalSTRS Bidder

Information Library Item 10.2.

99 RFP 5.3 (pages 35,36)

Bidder Library 14.1

Is BW pulling data from any non‐SAP system in order to provide key operational and management reports?

Except through interfaces, not currently.

100 RFP 5.3 (pages 35,36), Bidder Library 1.1

There is a discrepancy between what functionality is in scope on these pages and in the Bidders Library

(BL) 1.1 in regards to Solution Manager. Is Solution

Manager in scope? If so, describe how you are using

Solution Manager.

Yes. Solution Manager is in scope. It is listed in Bidders Library

1.1 but should also have been listed in RFP Table 7 ‐ Functionality in Scope for M&O Services. Currently, Solution Manager is used only for Early Watch reports, but CalSTRS may use additional functionality if recommended.

101 RFP 5.3 (pages 35,36), Bidder Library 1.2

When will the “To‐Be” / Upgrades shown in the BL 1.2 be implemented?

The list of "To‐Be"/upgrades shown in CalSTRS Bidder Information

Library 1.2 SAP Products and Versions_Current and Upgrade will be implemented by May 31, 2016.

102 RFP 5.3, Bidder Library 10.0 Can you provide key volume statistics for each SAP

Module (e.g., the # of Purchase Orders created monthly, the # of Vendor Invoices processed monthly, etc.).

CalSTRS procurement and payment processing for vendors is minimal. CalSTRS issues 100 ‐ 200 purchase orders a month.

CalSTRS processes between 400 ‐ 600 vendor invoices per month.

CalSTRS processes benefit payments for approximately 300,000 beneficiaries per month. Quarterly, many of these benefit recipients receive multiple payments.

103 RFP 5.3,5.5 (pages 35,36,38) Based on the SAP functionality implemented and your

Business & Technical Objectives, please confirm your expectations by the service provider for providing

Maintenance & Operations (M&O) support encompasses both SAP functional and technical resources (including PI, Basis, Security & ABAP).

Confirmed.

104 RFP 5.3,5.5 (pages 35,36,38) For technical resources required such as PI, Basis, Security, etc. provide further details as to specific support role and responsibilities.

CalSTRS expects Proposers to define resource requirements based on the information provided in the RFP.

105 RFP 5.3.1 CalSTRS Structure of the documentation

Bidder Library

What is the typical volume of functional and technical support tickets and enhancements that current M&O team handles?

Information on ticket volumes (summary and detail) are available in the CalSTRS Bidder Information Library ‐ Folder 7.0 ‐ System

Stability.

106 RFP 5.4 (page 37) Does CalSTRS require a greater amount of primary support coverage than currently provided by Ciber?

If so, in what areas?

CalSTRS expects Proposers to define resource requirements based on the information provided in the RFP.

107 RFP 5.4 (page 37) Do Severity 1 and 2 Incidents require 24x7 support?

What is CalSTRS expectations / support coverage for those lower than Severity 2?

CalSTRS expects Proposers to propose support coverage based on the information provided in the RFP.

108 RFP 5.4 (page 37) In addition to the Ciber resources, does CalSTRS provide any internal IT staff towards Maintenance &

Operations (M&O) Services? If so, how many FTE’s, their skill sets and % of effort they spend in this area.

In the current model, CalSTRS Technology Services resources staff the initial intake of service tickets, provision and maintain the hardware, network, and operating system for SAP, support all end user hardware and software deployment, maintain internal systems interfacing with SAP and so forth. CalSTRS Financial

Services staff provide level one support for end users, triage incoming incident and change request tickets, gather requirements, coordinate interactions with external interface systems providers, review design and other change related documentation, perform user acceptance testing, complete post‐ implementation reviews, prepare communications on system status, approve transports manage training, maintain master data, maintain security role assignments, monitor batch output, monitor workflow, and so forth.

Addendum 1

# Category Proposer Question CalSTRS Response

109 RFP 5.4 (page 37) Confirm that CalSTRS does not have any restrictions as to where the provider’s resources are physically located? If so, please list details.

Under an alternative support model, data must be maintained in the continental US. Location requirements for certain resources are included in the RFP Section 2.3 Key Project Personnel

Minimum Qualifications.

110 RFP 5.4 (page 38) Define what constitutes Enhancement work falling under Maintenance & Operations (M&O) Services?

Define what constitutes Project Work and that this is not included in the scope of this RFP.

Change requests from end users which can be addressed with less than 200 hours of design/configuration/development/ and unit testing, currently fall within M&O Services. Project work is included in the scope of the RFP to the extent that CalSTRS and the vendor agree regarding the scope, schedule and budget for the specific effort. Payment for projects will be addressed through the change order process.

111 RFP 5.5 Business and

Technical Objectives

Of the listed areas for improvement (i.e. pain points) what are the top priority items the new vendor must remedy?

See RFP Section 5.5 ‐ Business and Technical Objectives and

Section 6.1 ‐ Overview of the services required for a list of services required during the first year of the engagement.

112 RFP 6.1 Overview of the services required

Do we need to price SAP Security Assessment separately or will that be part of the fixed costs?

See Cost Workbook ‐ The SAP Security Assessment should be costed as a separate Fixed Cost as shown on line 2 of the Fixed

Cost Worksheet of the Cost Workbook.

113 RFP 6.1 Overview of the services required

When was the last disaster recovery issue? As mentioned in the RFP, BusinessDirect sits on a technical architecture that requires a broad set of CalSTRS solutions/applications be impacted, in the event of the need to recover from a BusinessDirect fault. CalSTRS has not had an actual disaster recovery failover event with BusinessDirect. In July 2015, an outage did occur to BusinessDirect which was a result of an issue with one of our virtual hosts. The virtual host caused communication errors between BusinessDirect and its SQL databases which in turn caused the application to stop working.

Due to timing of the outage and the critical impact to CalSTRS, CalSTRS consolidated the different components of the

BusinessDirect system to a single host to eliminate the application communication errors.

114 RFP 6.1 Overview of the services required

Your schedule here shows the Transition period from

October, 2016 – December, 2016 which is after the current contract ends. We recommend beginning the

Transition Phase prior to the current contract ending to minimize risks. Is the October, 2016 – December, 2016 a firm date?

The transition period and existing license coverage fall within the contract terms.

115 RFP 6.1 Overview of the services required

Its mentioned that the first year of the new engagement is to provide the same types and levels of services as the current M&O Vendor. Does this mean that new M&O Vendor is expected to consider the same load in a Fixed capacity for First year as performed by Ciber?

No. This is only referring to the support model, not the fixed capacity. The Proposer should present the approach to capacity that provides the best value to CalSTRS.

116 RFP 6.1 Overview of the services required

Its clear from ticket dump analysis, the current M&O

Vendor is not supporting the full volume of tickets but limiting themselves to a Fixed capacity (Averaging

41 tickets per month). If the expectation in the first year is to provide the same type and levels of service, can you let us know what SAP modules are supported by the existing M&O Vendor in Bidder Library

Document 1.1 SAP Modules and Required Systems?

The current vendor supports all modules. The current ticket volume is in the range we expect for a stable system the size of

CalSTRS installation.

Addendum 1

# Category Proposer Question CalSTRS Response

117 RFP 6.2 Services In‐Scope for Steady State

Has CalSTRS defined peak and off‐peak business hours during which support needs to be provided for each service family in scope?

Peak business hours are Monday through Friday, 7 a.m. ‐ 6 p.m.

Pacific Time.

118 RFP 6.2 Services In‐Scope for Steady State

We have observed that enhancements constitute a significant part of O&M services. Can CalSTRS share the average monthly enhancement development effort spent over (a) the past 12 months and (b) for the period of previous months 13 through 24?

CalSTRS has added additional Monthly M&O reports spanning 12 months in Item 0.01 ‐ Addendum 1 of the CalSTRS Bidder

Information Library.

119 RFP 6.2 Services In‐Scope for Steady State

Services in Scope of Steady State includes M&O, Project work and other services requested in Artifact

9. Can we assume that all the services requested are limited to SAP systems mentioned in document

Bidder Library Document 1.2 SAP Products and

Versions_Current and Upgrade?

Project work could include the implementation of additional modules and interfaces over time.

120 RFP 6.2 Services In‐Scope for Steady State

During the steady state, is the new Service Provider expected to work all types of the tickets listed in the 3 year dump or limited only to SAP tickets assigned to

BD‐Ciber & BD‐Security? Need clarity here to calculate the capacity required.

SAP Tickets assigned to BD Security will continue to be handled by

CalSTRS staff. New Provider cannot rely solely on ticket assigned to BD Ciber as a quantity. Due to the nature of the ticket tracking process. Tickets assigned to Ciber for resolution, may have been subsequently transferred to BDSS (CalSTRS) for additional work and then closed by BDSS, therefore not showing that BD Ciber worked on the ticket. The reverse may also be true.

121 RFP 6.3 Potential Upcoming and Future Initiatives

How far off in the future are the planned initiatives like migration to HANA, replacement of interfaces, implementation of SAP Treasury & HCM modules, Service desk etc.? Can we propose some plan of action for same in our proposal?

See RFP Section 6.3 Potential Upcoming and Future Initiatives for initiatives that are planned. Interest in HANA is being driven by performance. Interface changes are being driven by the replacement of our current legacy Pension System. Interest in

SAP Treasury Module is being driven by risk and new pension accounting requirements. We encourage the Proposer to submit a plan of action for these.

122 RFP 6.5 Optional Proposal to Transform and

Modernize BusinessDirect

Data Center – How do you view the opportunities for using Cloud services, hosted data center services, SaaS? Do you regard your in‐house data center as a core mission fulfillment department or as a necessary expense?

CalSTRS wants to first maintain the service we have now and we are looking to the vendor to make recommendations in terms of how that delivery could be enhanced. If something meets technical requirements and other requirements, we would be willing to consider the Cloud. Given the complexity of CalSTRS, we are skeptical that a SaaS solution will meet our needs.

123 RFP 6.5 Optional Proposal to Transform and

Modernize BusinessDirect

Can the applications be hosted in a Public Cloud

Infrastructure? E.g. AWS, Azure, Rackspace.

Does the customer have an affinity towards a specific public cloud provider?

No. CalSTRS is not interested in the public cloud at this time.

Private cloud will be considered. Per RFP Section 7.1 ‐ Data

Security, BusinessDirect contains Personally Identifiable

Information (PII). As such, data needs to be encrypted at rest and in transit. BusinessDirect data must reside solely on systems hosted within the Continental US and never stored, backed‐up, or collocated outside the Continental US.

124 RFP 7.1 Data Security For hosting options, does the infrastructure need to reside within a facility in California or is any reasonable location(s) with the continental United

States acceptable?

See RFP Section 7.1 – Data Security: BusinessDirect contains

Personally Identifiable Information (PII). As such, data needs to be encrypted at rest and in transit. BusinessDirect data must reside solely on systems hosted within the Continental US and never stored, backed‐up, or collocated outside the Continental US.

Addendum 1

# Category Proposer Question CalSTRS Response

125 RFP 7.1 Data Security Are there any specific compliance requirements?

SSAE 16 etc.?

Yes. Per the CalSTRS Information Security Office (ISO), a SSAE16

SOC‐2 Type II would be required for all off‐site locations that host/store/backup BusinessDirect (SAP) and CalSTRS data. See

RFP Section 7.1 ‐ Data Security: BusinessDirect contains Personally

Identifiable Information (PII). As such, data needs to be encrypted at rest and in transit. BusinessDirect data must reside solely on systems hosted within the Continental US and never stored, backed‐up, or collocated outside the Continental US.

126 RFP 7.1 Data Security Are there specific data privacy or security issues (PII, PHI, PCI, Citizenship, Geography) that you believe we would have to take specific note of as we are putting together our hosting proposal?

Yes. We have PII data requirements as specified in Section 7.1 of the RFP. In addition, the data must be encrypted at rest and in transit.

127 RFP 7.2 License Grant to

SAP Software

If the SAP licenses are going to be transferred to the new vendor, does that mean that the vendor should negotiate with SAP for any additional license purchases required for CalSTRS?

The licenses have been held this way since implementation.

CalSTRS' ability to influence SAP is limited since we are not a large user and we would like someone with a stronger relationship with

SAP. CalSTRS as included the current vendor contract and amendments in Addendum 1 so that the Proposers can see the expected licensing arrangement.

128 RFP 7.2 License Grant to

SAP Software

In Section 7.2 of the RFP License Grant to SAP

Software you indicated that the successful vendor will hold the licenses to your SAP implementation. Can your provide some context around what you are trying to achieve with this model and what advantages such a structure provides you with?

CalSTRS is not an SAP Platinum Client and is looking for a partner who has SAP influence to more quickly resolve incidents and provide increased visibility into available functionality. The SAP software license is in CalSTRS' name and is paid through our current vendor and would be transitioned. CalSTRS has not had direct discussions with SAP regarding a possible transition of licenses. Proposer should plan for future renewal of licenses which currently expire in 2018 and include in the Cost Workbook.

Again, the goal is to replicate the existing model, but a future state can include a proposed model that may be different in the way the SAP license is administered as well.