RFP-_ORR_Collection_Software_Appendix_A.pdf

Request for Proposal Revenue Recovery Collection Technology Solution Page 1 of 3

APPENDIX A

TECHNICAL REQUIREMENTS AND RESPONSE FORM

1. Description of System

a. Provide a description of the proposed product, functions, customizations, interfaces, and services, including how the proposed system will meet or exceed the requirements stated in the entire RFP. Include sufficient technical information about the application, operating environment, and performance data to enable the County to determine whether or not the proposed system meets the technical environment, security, and interface prerequisites.

b. If available, provide a case study for a successful comprehensive collections’ solution implementation used by an organization or local government of comparable size.

c. Identify/list all software required for the solution that is not supplied directly by the Proposer (any/all third-party software).

d. Identify any requirement to purchase interfaces from other vendors to work with the proposed solution.

e. Define the scalability of the proposed system.

i. Can the system be purchased in modules and expanded?

ii. How scalable is the proposed software regarding the number of users?

f. Describe licenses required for the software (concurrent / named user, as well as the one-time & ongoing cost per license).

g. Identify access types for licenses or any constraints imposed by different license types.

h. Describe the system’s standard reporting and report generation capabilities including dashboards and drill downs.

i. Describe capabilities and processes for creating, editing, customizing, and maintaining displays and reports.

j. Define which third-party reporting tools are compatible with the proposed system.

k. Explain the solution's ability to allow for custom field creation driven by user developed business rules.

l. Provide the data dictionary and schema used by the system.

m. Describe the process for change management or customer notification of system changes.

n. Provide the company escalation and response plan and describe how issues are triaged and escalated.

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o. Describe the level of customization available and if a programmer or vendor support is needed.

p. Provide the location of the closest service representative.

q. Define the system uptime. Include planned downtime windows.

2. Equipment and Software

a. Provide detailed hardware specifications for any customer-hosted components being proposed.

b. Describe and attach a diagram of the proposed system architecture and interfaces.

c. Describe any customer required maintenance/support tasks, and any relevant maintenance schedules.

3. Backup/Recovery

a. Describe the backup capabilities for the proposed system, including:

i. Process for how backups are performed

ii. Process for Tenant-initiated backups

iii. Service availability guarantee

b. Describe your company’s Disaster Recovery plan, emergency notification procedure and DR periodic testing, including requirements for zero-downtime.

c. Describe the notification provided if an application failure occurs.

d. Describe the process for automatic reprogramming and/or recovery after a failure due to hardware, software, or absence of power.

e. Describe the capabilities for periodically exporting data stored in the database, and if it can be exported to Microsoft Excel, Microsoft Access, or other software. Specify supported export formats (i.e. Excel, CSV, etc.).

4. Network/Hardware

a. Describe any special networking requirements, i.e. dedicated/segregated network segments, VLANs, etc.

5. Storage

a. Explain how data is archived (e.g., on demand, automatically, via optical disk, etc.).

b. Describe how the system will store the data on non-proprietary media and in an industry-standard format. Proposer should also specify the type of media used for long-term storage and the format in which it is stored.

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c. Explain how, upon request or in the event of contract termination, all County data and documents stored in the system will be delivered or made available to the County in a format suitable for import into another system.

6. Integration

a. Describe how the solution will support Single Sign On with Secure Lightweight Directory Access Protocol (SLDAP), Security Assertion Markup Language (SAML), and/or Active Directory Federation Services (ADFS).

b. Describe how the proposed solution will allow authentication of users through a cloud-based solution.

7. Application Security Features

a. Describe how the solution audits user access and privilege use and the information that is logged.

b. Describe how the solution encrypts sensitive information transmitted across the network and internet.

c. Describe how access privileges are configured in the system, and whether privileges can be based on group designations and roles.

d. For a proposed vendor-hosted software as a service (SaaS) solution describe how access to the system can be restricted over the internet. Include options for IP addressing and subnet restrictions and use of VPN tunnel.

8. SaaS Redundancy and Downtime

a. Explain in detail the process used to notify customers of application downtime for both planned and unplanned outages.

b. Explain in detail any geographic separation of redundant datacenters used to mitigate wide area disasters or events.

c. Explain and describe the features used to ensure the security, redundancy, resiliency, and integrity of the datacenter(s) hosting the application, infrastructure, and other components.

9. Product Vision and Future Enhancement Strategy

a. Describe your company’s product vision and how your company sees the product in the marketplace with a two- to five-year outlook; include a statement of strategic direction. Are there any new industry standards that are currently being implemented in your solution?

b. Describe your company’s current and future plans to offer its customers enhancements to the existing the products in its proposed solution; include the timeline and frequency for enhancements

Appendix A