RFP_Digital_Innovation_Platform Questionnaire.pdf

RFP # 26-032

REQUEST FOR PROPOSALS #26-032 (“RFP”) Digital Innovation Platform

Questionnaire Details

Instructions

Questions are included by section for each of the eleven areas of interest. The IT Security section does not need extensively detailed answers. If a security question is not relevant for your proposal, simply answer “N/A”. For other sections, answers to questions should include relevant information, without excessive detail (1-2 paragraphs). Questions that are “yes/no” in nature should also include further context (3-4 sentences). Those questions that ask for plans, a summary of execution or reference architecture are necessary.

1. IT Security

2. System Wide Functions

3. Asset Management

4. Work Order Management

5. CRM/311 and Citizen Interaction

6. ITSM/Help Desk

7. Data and Analytics

8. Integrations and Interoperability

9. Workflow and Business Rules

10. Data Migration and Onboarding

11. User Experience and Accessibility

1. IT Security

1.1. Web Portals

1.1.1. What is the default session expiration period?

1.1.2. How are usernames and passwords stored?

1.1.3. Do we have administrative access to hosted instance?

1.1.4. Is there a password policy for web portal accounts?

1.1.5. What key type and length are used for web sessions?

1.1.6. Are web servers configured to support TLS 1.2 or better?

1.1.7. Support of Strict Transport Security?

1.1.8. Describe methods employed to protect individuals from attack (e.g. long and random session IDs, encrypted cookies, expiring session on logout)

1.1.9. Does the platform perform input validation and sanitization to protect against OS command injection, buffer overflows, SQL injection, and cross-site scripting?

1.2. Application

1.2.1. Does the application allow for multi-factor authentication? Include list of products.

1.2.2. Timeframe for patching security vulnerabilities?

1.2.3. Does the application have regularly scheduled updates and do updates require downtime?

1.2.4. Is there a client-side installation? If so, include distribution method and update schedule.

1.2.5. How is the solution remotely supported?

1.2.6. What administrative “backdoors” exist or communication channels like “phone home”?

1.3. Data Center

1.3.1. What is the DDoS mitigation strategy/plan?

1.3.2. Is there an SLA that guarantees mitigation within a specified timeframe?

1.3.3. What is the client notification plan and when is it decided to notify the client that an event is in progress?

1.3.4. Are detailed attack reports provided?

1.3.5. Can statistics on detected attacks and mitigated along with how many were successful be shared?

1.3.6. Are the data centers used vendor owned or leased capacity, such as Azure or AWS?

1.3.7. Describe monitoring capabilities.

1.3.8. What are the failover plans for either physical or virtual configuration?

1.3.9. Where are backups stored and are they clear or encrypted?

2. System Wide Functions

2.1. Describe how your platform enables seamless data sharing and accessibility across all modules and external systems.

2.2. How does your platform support both internal staff and external residents with an intuitive user-friendly experience?

2.3. Explain parity of functionality across desktop, mobile (iOS/Android), and tablet consumption methods.

2.4. Does the system buffer information when field connectivity is intermittent or insufficient and sync when connection is available?

2.5. Describe the system's ability to share information in real-time or near-real-time between staff and residents

2.6. What dashboards and reporting capabilities are available for work orders, assets, SLA compliance, and resident requests?

2.7. Does your solution provide a centralized data repository with multi-directional integration between modules?

2.8. Can staff configure workflows, forms, and notifications without vendor coding?

2.9. Sustainability features

2.10. Describe capability to attach images, files, and multimedia to tickets and manage file compression/storage

3. Asset Management

3.1. Describe support for managing full asset lifecycle across facilities, fleet, IT, stormwater, recreation, traffic, and infrastructure

3.2. How does your platform manage complicated asset hierarchies (e.g., traffic intersections with lights, cameras, cabinets, poles)?

3.3. Can the system tie work orders to multiple assets and support many-to-many relationships?

3.4. How are 273+ asset categories and 53,000+ assets organized and categorized in your system?

3.5. Does the platform include contract, warranty, lifecycle, and depreciation tracking functionality?

3.6. Can the platform integrate with manufacturer/vendor systems for warranty validation, licensing, and end-of-life tracking?

3.7. Describe integration capabilities with Esri ArcGIS Enterprise and ArcGIS Online

3.8. How easily can staff search for and access historical asset information and performance data?

3.9. How does your platform synchronize asset data across systems (by ID or spatial link)?

3.10. Describe native mobile capabilities for field capture of photos, GPS coordinates, and on-site asset updates

4. Work Order Management

4.1. Describe the complete workflow from issuance, assignment, prioritization, to tracking of work orders City-wide

4.2. Explain how field staff can use the system on Apple iPhones/iPads and Windows laptops with offline capability

4.3. Does the system support parent-and-child task relationships for complex work orders?

4.4. Can work orders be linked to multiple assets simultaneously? Explain the data structure

4.5. How are work order status updates automatically communicated to residents and stakeholders in real-time?

4.6. Describe how contractor/staff work orders are managed, assigned, and tracked

4.7. Can the system intelligently route and optimize workflows (e.g., optimize technician routes for traffic and distance)?

4.8. How does the platform help determine if a request is a duplicate of a previous work order?

4.9. Describe the ability to search for and analyze historical work order information and trends

4.10. What file types can be attached to work orders and how are they managed across departments?

5. CRM and Citizen Interaction

5.1. Describe how the platform captures and routes requests from web, phone, social media, email, text, and handwritten responses

5.2. Does your platform provide a customer-facing portal where residents can monitor status of requests in real-time?

5.3. How does the system identify commonly reported issues, underserved populations, and locations through VOC data?

5.4. Explain how the platform protects digital privacy principles including opt-out-by-default capabilities

5.5. Describe the ability to track requests across departments with real-time status updates and notes

5.6. How does the platform integrate with Mailchimp, social media platforms, and other outreach tools?

5.7. When a request moves between departments, are status and context automatically shared without duplication?

5.8. Describe the case creation, routing, and escalation process from initial citizen contact to resolution

5.9. What mechanisms exist to collect and analyze resident feedback and satisfaction data?

5.10. How does the platform provide a comprehensive 360-degree view of all resident interactions and touchpoints?

6. ITSM/Help Desk

6.1. Does the proposed solution meet or exceed ManageEngine ServiceDesk Plus functionality?

6.2. Describe categorization, prioritization, SLA timers, escalation, and automated assignment capabilities

6.3. Can incidents be submitted via web, mobile, email, and Microsoft Teams?

6.4. Describe configurable service catalog with dynamic forms and multi-stage approvals

6.5. Explain automated task creation, routing, and execution based on request type

6.6. Describe documentation of root cause, known errors, and linking of related incidents

6.7. Can the system handle standard and emergency changes with approval workflows and CAB calendars?

6.8. Describe automated discovery of IT assets and ability to maintain Configuration Item (CI) relationships

6.9. Explain versioning, approval workflows, and categorization for KB articles surfaced in self-service portal

6.10. Describe rule-based escalation, intelligent ticket grouping, and field-level automation

6.11. Does the system support automated onboarding and offboarding task workflows?

6.12. Can users access a self-service portal to submit and track incidents with KB article recommendations?

6.13. Does the platform support ITIL best practices for service management?

6.14. Is feature parity maintained between desktop and mobile versions of the ITSM module?

7. Data and Analytics

7.1. Describe comprehensive reporting and visualization capabilities available to staff and residents

7.2. What configurable dashboards are available for different user roles (staff, management, residents)?

7.3. Does the platform provide advanced analytics, predictive analytics, and AI features?

7.4. How does the system enable tracking and understanding of KPIs related to performance and customer satisfaction?

7.5. Is extracting data and applying filters straightforward compared to legacy systems like Crystal

Reports?

7.6. Describe the ability to analyze historical trends and identify patterns in work orders and resident requests

7.7. Can non-technical staff create custom reports without extensive support from IT or vendor?

7.8. How does the platform enforce standardized data entry to prevent ambiguity and inconsistency?

7.9. What predictive analytics or AI capabilities does the platform offer for resource optimization?

7.10. What formats can data be exported in for analysis (CSV, Excel, PDF, etc.)? Other options?

(ODBC, JDBC, API, etc.)

8. Integrations Interoperability

8.1. Does the platform support modern REST/JSON APIs and webhooks for integration?

8.2. Describe support for SSO technologies (SAML 2.0, OAuth2) for seamless authentication

8.3. Describe the process and costs for migrating 20+ years of Lucity data into the new platform

8.4. What APIs or connectivity options exist for ongoing integration with legacy Lucity systems if needed?

8.5. Describe capabilities to share data with OpenGov licensing, permitting, and asset management systems

8.6. Explain integration with Microsoft Teams, Entra ID/Azure AD, and Endpoint Management solutions

8.7. List all third-party integrations available (e.g., HR systems, GIS, communication tools)

8.8. What data exchange standards are supported (Open API, webhooks, CSV, ODBC, JDBC)?

8.9. Are there value-added costs for API connectivity? Describe pricing model

8.10. If cloud-hosted, are there charges for data import or egress for analytics or archiving?

8.11. Are third-party middleware solutions and alternative connectivity methods supported?

8.12. Describe integration or replacement of the Sandy Springs Works App (ArcGIS-based resident reporting tool)

9. Workflow and Business Rules

9.1. Can staff configure standard workflows without vendor coding?

9.2. Describe the rules engine for automated routing, escalation, and conditional logic

9.3. Can custom forms and fields be created by non-technical staff? Explain the interface

9.4. Are workflows dynamic and contextual based on request type, priority, or other factors?

9.5. Can multi-stage approval workflows be configured for service requests and changes?

9.6. Describe how notification rules can be configured for different escalation scenarios

9.7. How are Service Level Agreements configured, tracked, and enforced across different request types?

9.8. Can the system audit and track workflow changes and approvals for compliance?

9.9. Are field-level automations supported (e.g., auto-populate, conditional visibility)?

9.10. How are workflows managed when requests move between multiple departments?

10. Data Migration and Onboarding

10.1. If migration is not possible, describe the mitigation plan and front-end access to historical Lucity data

10.2. Describe the plan for migrating IT asset inventory from ManageEngine ServiceDesk Plus

10.3. How will Facilities assets be migrated to reside in the same system as other City asset types?

10.4. Is a data-migration validation checklist included to verify accuracy of migrated data?

10.5. What processes ensure data quality and consistency during and after migration?

10.6. Describe the User Acceptance Testing (UAT) plan and go-live signoff process

10.7. Outline the phased approach to rollout including pilot, department phases, and full deployment

10.8. Describe the change management and knowledge transfer approach for staff adoption

10.9. What comprehensive training is provided for administrators, field staff, and service users?

10.10. Is documentation of training and change management processes included and transferred to City?

10.11. What level of vendor support is provided during the implementation and transition period?

11. User Experience Accessibility

11.1. Is the platform fully compliant with WCAG 2.1 Level AA standards for public-facing components?

11.2. Has the platform undergone third-party accessibility audits? Provide results

11.3. What is the color contrast ratio for text and UI elements (minimum 4.5:1 for normal text)?

11.4. Is full keyboard navigation supported throughout the application with visible focus indicators?

11.5. Describe compatibility with screen readers (NVDA, JAWS, VoiceOver) and ARIA implementation

11.6. Is the platform fully responsive across all devices (desktop, tablet, mobile)?

11.7. Describe the design philosophy for staff and resident interfaces emphasizing intuitiveness and ease of use

11.8. How is the experience optimized for field staff with poor connectivity or limited screen space?

11.9. Describe the resident portal design emphasizing simplicity and clear communication of request status

11.10. What user-friendly training materials are provided (FAQs, how-to guides, video tutorials)?

11.11. How does the platform guide new residents through common request types and processes?

11.12. What is the average response time and page load time for critical operations?

11.13. How easily can staff navigate between modules while maintaining context and permissions?

11.14. Can the resident-facing portal be branded with the City of Sandy Springs colors and logo?