RFP Attachment I - Work Sample and Supplemental Questions.docx

RFP #S-DASOBO-00014873

Attachment I – Work Sample and Supplemental Questions ** Supplemental Questions are worth a total of 500 points

1. Provide 2-3 examples of previous Salesforce O&M engagements that demonstrate Proposer’s ability to maintain and enhance a platform with the following characteristics:

a. Supports regulatory or government operations

b. Includes multiple user groups and role-based access

c. Requires ongoing configuration updates, bug resolution, and enhancement management

d. Integrates with other platforms or data sources for each example, include the scope of services, timeline, types of issues addressed, and measurable impact (e.g., system uptime, issue resolution rate, enhancement deployment frequency).

2. Describe change management and prioritization process for system enhancements and critical bug fixes in a live Salesforce environment.

3. Describe how Proposer will identify technical debt or maintenance needs in a system Proposer did not originally build? What steps does Proposer take in the first 90 days? This can include how this work has been done on previous projects.

4. Describe Proposer’s approach to engaging with multiple partners (technical, business, executive) to ensure O&M goals are aligned with organizational priorities?

5. Describe Proposer’s approach to ensuring continuity and system understanding during the transition into an Operations & Maintenance contract, whether as a new or continuing vendor. Include the following:

a. Conduct a knowledge transfer (if applicable)

b. Assess the current system’s health and priorities

c. Identify risks or technical debt

d. Establish relationships with internal teams

e. Minimize disruption to end users and stakeholders

6. Proposer should describe their approach to managing data flows in a Salesforce environment with multiple external system integrations. Response should address:

a. How Proposer ensures data integrity, synchronization, and reliability across systems

b. Proposer’s process for troubleshooting integration failures or data discrepancies

c. Proposer’s plan to manage versioning and schema changes from upstream/downstream systems

d. Proposer’s experience with secure data exchange protocols, data refresh scheduling, and auditability

e. How Proposer plans to collaborate with external system owners during outages or incidents

7. Please provide a sample of a weekly or monthly status report Proposer has submitted to a client as part of an Operations & Maintenance engagement. The sample should demonstrate how Proposer communicates:

a. Work completed (e.g., bug fixes, enhancements, admin tasks)

b. Work in progress and upcoming priorities

c. Any incidents, blockers, or escalations

d. Metrics such as ticket volume, resolution times, or SLA adherence

e. Stakeholder engagement or decision points

8. Provide a sample technical design or developer guide Proposer has created as part of a Salesforce development or enhancement project. The document should reflect:

a. System design decisions and rationale

b. Data model or schema considerations

c. Configuration vs. custom code decisions

d. Integration design (if applicable)

e. Testing approach and deployment readiness

f. Developer instructions or code hand-off notes

9. Provide a sample System Integration Testing (SIT) script or test plan from a past Salesforce engagement involving integrations with external systems. This sample should demonstrate:

a. Clear test scenarios and expected outcomes

b. Validation of data flow between systems (e.g., inbound/outbound data exchange)

c. Handling of error conditions or exceptions

d. Traceability to business or technical requirements

e. Any tools or frameworks used for executing and logging test results

10. Describe Proposer’s approach to managing Salesforce environments across the development lifecycle. Responses should address:

a. Strategy for maintaining development, test, staging, and production environments

b. Coordinating sandbox refreshes and metadata synchronization

c. Handling data seeding, masking, or anonymization for testing

d. Tools or strategies used to prevent configuration drift between environments

e. Release management process and coordination of deployments across environments ** Supplemental Questions are worth a total of 500 points