RFP-_ORR_Collection_Software_Appendix_D.pdf

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

APPENDIX D

IMPLEMENTATION, PROJECT MANAGEMENT, TRAINING, AND SUPPORT

The implementation, project management, training, and ongoing support requirements are listed in this section.

1. Project Methodology and Implementation

a. Provide an implementation project plan the Proposer would employ for the project and an explanation of how it will support the project requirements and logically lead to the required deliverables. The description shall include the organization of the project team, including accountability and lines of authority.

b. Provide a proposed payment plan, based on the tasks and deliverables in submitted project plan.

c. Describe what is required of the County to ensure the successful implementation of the system.

d. Include the steps that will be undertaken to identify and resolve any issues or problems before, during and after the implementation.

e. Describe how the relationship between the County and Proposer will be managed from an account and technical support perspective.

f. Provide sample Work Breakdown Structure (WBS) for a similar project.

g. Provide a sample Risk Management Plan for a similar project.

2. Training Approach

a. Describe the type and quantity of training that will be provided for each audience. The description must include the methods by which training will be provided. (e.g., online, onsite, webcast, self-paced online courses, etc.). Include the following:

i. Topics to be covered, method of knowledge transfer/training, and delivery timeline

ii. List of recommended assessment appeals product training, with prerequisites, duration, location, and cost

3. Statement of Work - Project Work Plan

Provide a detailed work plan for the implementation and operation of the proposed system that includes following information:

a. Task Level -The plan shall include all activities necessary for a successful project down to the task level. No task can exceed more than eighty hours in the work plan.

b. Identify All Resources - The plan shall clearly identify all Proposer (including subcontractors) and County resources required to successfully complete the project. Provide job

Revenue Recovery Collection Technology Solution Page 2 of 3 descriptions and the number of personnel to be assigned to tasks supporting implementation of the project. Identify County resources needed for each task.

c. Deliverables – describe the deliverables of each task.

d. Timelines – describe the timeline of each task.

e. Acceptance criteria – describe the criteria used to determine completion of each task.

f. Plan Progress Charts - The plan shall include appropriate progress/Gantt charts that reflect the proposed schedule and all major milestones. A sample project plan shall be submitted.

4. System Documentation

a. Describe the documentation provided to facilitate system implementation.

b. Describe the System Administrator documentation provided.

c. Attach a listing summarizing available stock (“canned”) reports provided by the solution and a sample of each.

d. Describe how system documentation is provided (online, hard copy, etc.) for the initial implementation as well as future updates and releases.

5. Acceptance Test Plan

Include an acceptance test plan. The plan shall individually address each system component that comprises the proposed system, approach for load testing, and number of people to be involved in testing. The plan should document the acceptance testing approach, resources and/or tools that may be used to validate the functions and features of the proposed system.

Include an example test plan that is representative of the structure, content, and level of detail planned for this project.

6. Risk Management

Submit a risk assessment using the methodology published by the Project Management Institute or other comparable methodology. Include risk mitigation strategies as well as the resources the County may utilize to reduce risk.

7. On-Going Service and Support

a. Describe the post implementation follow-up activities that will be provided by the Proposer, specifically addressing the following tasks:

i. Describe how application and support documentation is updated and distributed.

b. Provide the normal hours and describe the channels (phone, email, web, etc.) for support. Describe how after-hours support is provided. Describe the support and escalation process, including response times.

Revenue Recovery Collection Technology Solution Page 3 of 3

c. Indicate the current version of the package. Indicate when the next major version of the solution will be available. For major software upgrades, describe how often upgrades are released, how upgrades are defined, developed, tested, and released, how customers are notified and educated about the upgrade. Describe the decision process on how new features and functions get included in the product.

d. Explain if the cost of upgrades (including “patches”, configuration, and corrections to defects, feature enhancements, and minor and major version updates) is included with the proposed solution.

e. Explain if software upgrades, or other maintenance window, will impose a service disruption on the system. If yes, discuss frequency and duration of the service disruptions.

f. Explain if there is a user group or support community. If yes, explain how often they meet and where the meetings are held. Include if the user group is a separate independent organization or funded and organized by the Proposer.

8. Value Added Services (OPTIONAL)

Proposers are encouraged but not required to propose any optional value-added services they believe would help the County to effectively implement, operate or use the proposed system.

Information provided in this section must be directly relevant to the RFP and not exceed two (2) pages in length.

Appendix D