RFQ_FTB-2425-00713.docx

State of California Franchise Tax Board

RFQ FTB-2425-00713

ATTACHMENT 4 – SPECIAL TERMS AND CONDITIONS

NOTE: All informational text in red should be addressed and removed prior to release to suppliers.

STATE OF CALIFORNIA

Franchise Tax Board

REQUEST FOR QUOTATION (RFQ)

INFORMATION TECHNOLOGY GOODS AND SERVICES

RFQ RESPONSE DUE DATE:

See Key Action Dates

See Attachment 1 – Statement of Work

Supplier Information: (Print or Type):

Supplier Name:

ARE YOU CLAIMING PREFERENCE

AS A SMALL BUSINESS:

YES ________ NO ________

IF YES, MANUFACTURER?

YES ________ NO ________

ARE YOU A NON-SMALL BUSINESS CLAIMING AT LEAST 25% SMALL BUSINESS SUBCONTRACTOR PREFERENCE?

YES ________ NO ________

Supplier Address:

Phone:

Fax:

Supplier Email:

Supplier’s Federal Employer Identification Number:

*Supplier’s California Corporation Number:

* If supplier does not possess a California Corporation Number, indicate “None or N/A”

Name (Print):

Title:

Authorized Original Signature:

_______________________ Date:_____________

For further information contact:

Georgeanne Polston 916.845.6432 Georgeanne.Polston@ftb.ca.gov

Return final offer to:

EMAIL:

Georgeanne.Polston@ftb.ca.gov

OR

FACSIMILE (FAX):

916.843.5859

RFQ responses received via any method other than email or fax will be deemed non-responsive and rejected.

Ship To:

Franchise Tax Board California Warehouse 9646 Butterfield Way Sacramento, CA 95827

Key Action Dates:

1. Release of RFQ:

10/30/2024

2. Last Day to Submit Questions for Clarification of the RFQ:

11/06/2024 by 2:00 PM PT

3. Final Supplier Quotation Due Date: 11/14/2024 by 2:00 PM PT

4. *Selection Evaluation Review:

11/14/2024 – 11/25/2024

5. *Contract Award:

11/25//2024

6. *Contract Commencement:

12/01/2024

*These dates are subject to change without notice or addendum to this RFQ.

Bidder offers and agrees if this response is accepted within 45 calendar days following the date the response is due to furnish all the items upon which prices are quoted, at the prices set opposite each item, delivered at the designated point(s) by the method of delivery and within the times specified and subject to the attached General Provisions. DELCARATIONS UNDER PENALTY OF PERJURY; By signing above, with inclusion of the date of signature, the above signed Bidder DECLARES UNDER PENALTY OF PERJURY under the laws of the State of California as follows: (1) (STATEMENT OF COMPLIANCE). The above signed has complied with the non-discrimination program requirements of Government Code 12990 and Title 2, California Administrative Code Section 8103, and such declaration is true and correct. (2) The National Labor Relations Board declaration set forth in Paragraph 48 of the General Provisions is true and correct. (3) If a claim is made for the Small Business or Disabled Veterans Business preference, the information set forth within is true and correct.

Your signature affixed hereon and dated certifies that you have met all California required tax filings and have no outstanding tax obligations. Your signature authorizes the verification of this certification. Your signature affixed hereon certifies that you have met all requirements, specifications, and certifications of this quotation/bid solicitation.

1. Delivery: Final delivery, inspection and acceptance shall be at the location described in the “Ship To” address on page 1.

2. Evaluation: For the purposes of this solicitation, contract award will be made on the basis of individual items or the basis of all items included in this solicitation. The state may accept any item or group of items of any response. Contract award will be to the responsible bidder with the lowest net cost (excluding applicable sales tax) meeting all other quotation specifications. Refer to paragraph titled “Award of Contract” of this RFQ for additional information on award. The State following award of this RFQ will execute a STD.213 (including all applicable Attachments listed in the RFQ on Page 6, Attachments.)

3. Tie-Break Process: In the event of a precise tie, if GC Section 14838(f) does not apply to bidders, a witnessed drawing of lots will be conducted by the Procurement Official. If a drawing of lots is needed, the Procurement Official will schedule and arrange for a drawing and non-partisan witnesses; notifying the participating bidders of the outcome of the drawing.

4. Cash Discounts: Cash discounts will not be considered when evaluating bid responses for award purposes. However, cash discounts may be offered and taken by departments processing invoices within the timeframe specified.

5. Shipment: For the purposes of this solicitation, only bid responses quoting F.O.B Destination will be accepted.

6. Inquiries/questions: Written questions must be received no later than the date and time indicated on page 1 of this RFQ.

7. Bidder’s Instructions and General Provisions: The attached by reference Bidder Instructions and General Provisions have recently been revised. Please read carefully. See “Attachments” on Page 6 of this RFQ.

8. Quotation attachments: Bid responses that reference a supplier’s own terms and conditions or provisions may be considered non-responsive and may be rejected.

9. Important Note: Only bids quoted on the State’s own quotation forms will be considered. See paragraph titled “Emailed Responses” below.

10. Mandatory Requirements: All mandatory requirements must be met by bidders to be considered responsive.

Consultant Resumes (Mandatory – Pass/Fail): Bidders must submit a completed Exhibit C, Resume Shell, outlining how they meet the minimum qualifications as listed in Attachment 1 – Statement of Work, Section F. Minimum Qualifications, for each proposed consultant or the bid may be considered non-responsive and may be rejected.

Note: At the State’s discretion, Contractor’s certifications may be validated with Genesys prior to Agreement award.

Responsible Bidder: FTB may require bidder(s) to submit evidence of their qualifications at such times and under conditions, as it may deem necessary. The question of whether a particular bidder is a responsible bidder may involve an evaluation of the bidder’s experience, type of facility, expertise or financial resources regarding the particular items requested by the pertinent solicitation. If a bidder has been determined to be non-responsible, the quotation shall be rejected.

Emailed Responses: The State reserves the right to consider emailed responses as properly “sealed” if received prior to the closing time specified, provided that an authorized original signature is shown on page 1 of this RFQ. Emailed RFQ responses will be considered only if they are sent to the email address listed on page 1 of this RFQ. RFQ responses sent to any other email address will not be considered. To be considered, all pages of an emailed RFQ response must be completely received prior to the RFQ response due date and time specified in this RFQ.

(Enter Number) Rev.

Solicitation No.:

RFQ FTB-2425-00713

Rev.:

FTB Form Revised August 2017 Page 18 of 20

Revised October 2024

Generative Artificial Intelligence (GenAI) Reporting and Factsheet: The State of California seeks to realize the potential benefits of GenAI, through the development and deployment of GenAI tools, while balancing the risks of these new technologies.

Bidder/Offeror/Contractor must notify the State in writing if their solution or service includes, or makes available, any GenAI technology, including GenAI from third parties or subcontractors. The State has developed a GenAI Reporting and Factsheet (STD. 1000) to be completed by the Bidder/Offeror/Contractor.

Failure to submit the GenAI Reporting and Factsheet (STD. 1000) may result in disqualification of the Bidder/Offeror/Contractor.

Failure to report GenAI to the State may void any resulting contract. The State reserves its right to seek any and all relief it may be entitled to as a result of such non-disclosure.

Upon receipt of a Bidder/Offeror/Contractor GenAI Reporting and Factsheet (STD. 1000), the State reserves the right to incorporate GenAI Special Provisions into the final contract or reject bids/offers that present an unacceptable level of risk to the State.

During the term of the contract, Contractor must notify the State in writing if their services or any work under this contract includes, or makes available, any previously unreported GenAI technology, including GenAI from third parties or subcontractors. Contractor shall immediately complete the GenAI Reporting and Factsheet (STD. 1000) to notify the State of any new or previously unreported GenAI technology.

At the direction of the State, Contractor shall discontinue the use of any new or previously undisclosed GenAI technology that materially impacts functionality, risk or contract performance, until use of such GenAI technology has been approved by the State.

Failure to disclose GenAI use to the State and submit the GenAI Reporting and Factsheet (STD. 1000) may be considered a breach of the contract by the State at its sole discretion and the State may consider such failure to disclose GenAI and/or failure to submit the GenAI Reporting and Factsheet (STD. 1000) as grounds for the immediate termination of the contract. The State is entitled to seek any and all relief it may be entitled to as a result of such non-disclosure.

The State reserves the right to amend the contract, without additional cost, to incorporate GenAI Special Provisions into the contract at its sole discretion and/or or terminate any contract that presents an unacceptable level of risk to the State.

Payee Data Record: The successful supplier will be required to submit a Payee Data Record, STD. 204 listing their Taxpayer Identification Number. Acceptable verification results are required prior to contract award. Refer to the following website link for more details:

https://www.documents.dgs.ca.gov/dgs/fmc/pdf/std204.pdf

Payments to nonresidents may be subject to withholding. Please refer to reverse side of Payee Data Record or, for complete details, please see the applicable forms and instructions found on FTB’s Nonresident Withholding page.

Payee Data Record Supplemental: The STD. 205 must be used to provide the supplier’s remittance address information if different than the mailing address on the STD. 204. This form allows suppliers to provide up to five (5) additional remittance addresses and identify up to three (3) additional authorized representatives for the payee. Refer to the following website link for more details:

https://www.documents.dgs.ca.gov/dgs/fmc/pdf/std205.pdf

Verification of California Tax Status: Acceptable verification results are required prior to contract award.

Productive Use Requirements: The objective of the Productive Use Requirements is to protect the State from being an experimentalist for new equipment and software that has no record of proven performance.

Customer In-Use: The purpose of the Customer In-use requirement is to allow time for the bidder to correct defects that could prevent new equipment and software from performing correctly in support of State programs.

The State requires that each equipment and software component proposed as part of an automated system must have been installed and in productive use, in substantially the conformation quotation, for a paying customer external to the bidder's organization, for at least the number of months shown in the table below prior to the required dates of installation and quotation submission.

Please Note: The following table is informational in support of the Productive Use and Customer In-Use requirements. Bidders are not required to complete or submit the below table as part of their quotation submission:

Critical software, regardless of cost, (that without which application programs cannot run; i.e., operating systems, DBMSs, compilers, or communication control programs) to operate on or control computers or microcomputers (also quotations of multiple computers), or peripheral equipment, for which the project cost is:

Category 2 - All Information Technology Equipment and Non-critical Software

Information technology equipment is defined in SAM Section 4819.2.

Substantial design changes in required system control modules or in components critical to the processing requirements of the State's workload are also subject to the In-use requirement. Increases or decreases in numbers of components or minor alteration in equipment or minor modifications or updates to software to provide improvements or features, to correct errors, or to accommodate hardware changes may be exempt from the In-use requirement by the Department of General Services, Procurement Division, if no substantial changes in logic, architecture or design are involved.

Declaration Forms: All bidders must complete the Bidder Declaration GSPD-05-105 and include it with the quotation response. When completing the declaration, bidders must identify all subcontractors proposed for participation in the contract. Bidders awarded a contract are contractually obligated to use the subcontractors for the corresponding work identified unless the State agrees to a substitution and it is incorporated by amendment to the contract. Bidders who have been certified by California as a DVBE (or who are bidding rental equipment and have obtained the participation of subcontractors certified by California as a DVBE) must also submit a completed form(s) STD. 843 (Disabled Veteran Business Enterprise Declaration). All disabled veteran owners and disabled veteran managers of the DVBE(s) must sign the form(s). Should the form not be included with the solicitation, contact the State contracting official or obtain a copy online from the Department of General Services Procurement Division, Office of Small Business and DVBE Services (OSDS) website at http://www.dgs.ca.gov/pd/Programs/OSDS.aspx. The completed form should be included with the quotation response. At the State’s option prior to award, bidders may be required to submit additional written clarifying information. Failure to submit the required written information as specified may be grounds for quotation rejection.

BIDDER DECLARATION FORM GSPD-05-105

https://www.documents.dgs.ca.gov/dgs/fmc/gs/pd/gspd05-105.pdf

DVBE DECLARATION FORM STD. 843

(If Applicable) https://www.documents.dgs.ca.gov/dgs/fmc/pdf/std843.pdf

California Disabled Veteran Business Enterprise (DVBE) Program Requirements: The State has established goals for Disabled Veteran Business Enterprises (DVBE) participating in State contracts. Please review the attached DVBE program requirements package. Bidders must complete and return all the appropriate pages in order for the bid to be considered responsive.

For purposes of this solicitation, the DVBE program requirements have been waived; however, the DVBE Quotation Incentive will still be applied (see below).

Disabled Veteran Business Enterprise (DVBE) Quotation Incentive:

Please note, the following DVBE quotation incentives will be applied for the purposes of this solicitation.

In accordance with Section 999.5(a) of the Military and Veterans Code an incentive will be given to bidders who provide DVBE participation. For evaluation purposes only, the State shall apply an incentive to quotations that propose California certified DVBE participation as identified on the Bidder Declaration GSPD-05-105 and confirmed by the State. The incentive amount for awards based on low price will vary in conjunction with the percentage of DVBE participation. The following percentages will apply for awards based on low price.

Please note if you would still like to subcontract with a DVBE, FTB will apply the DVBE Quotation Incentive with the percentages stated below.

See Page 4 - Section titled “Declaration Forms” for the URL to the Bidder Declaration Form for listing any subcontracting opportunities.

Awards Based on Low Price: The net quotation price of responsive quotations will be reduced (for evaluation purposes only) by the amount of DVBE incentive as applied to the lowest responsive net quotation price. If the #1 ranked responsive, responsible quotation is a California certified small business, the only bidders eligible for the incentive will be California certified small businesses. The incentive adjustment for awards based on low price cannot exceed five percent (5%) or $100,000, whichever is less, of the #1 ranked net quotation price. When used in combination with a preference adjustment, the cumulative adjustment amount cannot exceed 15 percent (15%) or $100,000, whichever is less.

Disabled Veteran Business Enterprise (DVBE) Substitution:

Contractor understands and agrees that should award of this contract be based in part on their commitment to use the Disabled Veteran Business Enterprise (DVBE) subcontractor(s) identified in their bid or offer, per Military and Veterans Code 999.5 (e), a DVBE subcontractor may only be replaced by another DVBE subcontractor and must be approved by the Department of General Services (DGS). Changes to the scope of work that impact the DVBE subcontractor(s) identified in the bid or offer and approved DVBE substitutions will be documented by contract amendment.

Failure of Contractor to seek substitution and adhere to the DVBE participation level identified in the bid or offer may be cause for contract termination, recovery of damages under rights and remedies due to the State, and penalties as outlined in M&VC § 999.9; Public Contract Code (PCC) § 10115.10, or PCC § 4110 (applies to public works only).

Small Business Regulations: The Small Business regulations, located in the California Code of Regulations (Title 2, Division 2, Chapter 3, Subchapter 8, Section 1896 et. seq.), concerning the application and calculation of the small business preference, small business certification, responsibilities of small business, department certification, and appeals are revised, effective 09/09/04. The new regulations can be viewed at (www.pd.dgs.ca.gov/smbus). Access the regulations by Clicking on “Small Business Regulations” in the right sidebar. For those without Internet access, a copy of the regulations can be obtained by calling the Office of Small Business and DVBE Services at (916) 375-4940.

Non-Small Business Subcontractor Preference: A 5% bid preference is now available to a non-small business claiming 25% California certified small business subcontractor participation. If applicable, claim the preference in the box on the right-hand side of the first page of this solicitation.

Small Business Nonprofit Veteran Service Agencies (SB/NVSA): SB/NVSA prime bidders meeting requirements specified in the Military and Veterans Code Section 999.50 et seq. and obtaining a California certification as a small business are eligible for the 5% small business preference. If applicable, claim the preference in the box on the right-hand side of the first page of this solicitation.

Attachment with bid required if claiming the Small Business Preference: All bidders must complete and include the Bidder Declaration form GSPD-05-105. If claiming the non-small business subcontractor preference, the form must list all of the California certified small businesses with which you commit to subcontract in an amount of at least twenty-give percent (25%) of the net bid price. All certified small businesses must perform a “commercially useful function” (CUF) in the performance of the contract as defined in Government Code Section 14837(d)(4).

Small Business Certification: Bidders claiming the small business preference must be certified by California as a small business or must commit to subcontract at least 25% of the net bid price with one or more California certified small businesses. Completed certification applications and required support documents must be submitted to the Office of Small Business and DVBE Services (OSDS) no later than 5:00 p.m. on the bid due date, and the OSDS must be able to approve the application as submitted.

Small business nonprofit veteran service agencies (SB/NVSA) claiming the small business preference must possess certification by California prior to the day and time bids are due.

Questions regarding certification should be directed to the OSDS at (916) 375-4940.

Commercially Useful Function Documentation:

All certified Small Business, Microbusiness, and/or DVBE contractors, subcontractors or suppliers must meet the commercially useful function requirements under Government Code, Section 14837(d)(4) (for SB) and Military and Veterans Code, Section 999(b)(5)(B) (for DVBE).

Please answer the following questions as they apply to your company for the goods/services being acquired in this procurement.

No

No

No

No

No

A response of No in questions 1-4, or a response of Yes in question 5, may result in your quotation being eliminated from consideration. At the State’s option prior to award, bidders may be required to submit additional written clarifying information.

Award of Contract: Award of contract, if made, will be in accordance with the RFQ information on Evaluation to a responsible bidder whose quotation complies with all of the requirements of the RFQ documents and any addenda thereto, except for such immaterial defects as may be waived by the State. Award, if made, will be made within forty-five (45) days after the scheduled date for Contract Award as specified in the RFQ; however, a bidder may extend the offer beyond 45 days in the event of a delay of contract award.

The State reserves the right to determine the successful bidder(s) either on the basis of individual items or on the basis of all items included in its RFQ, unless otherwise expressly provided in the State’s RFQ. Unless the bidder specifies otherwise in its bid, the State may accept any item or group of items of any bid. The State reserves the right to modify or cancel in whole or in part it’s RFQ.

Written notification of the State’s intent to award will be made to all bidders. If a bidder, having submitted a bid, can show that its bid, instead of the bid selected by the State, should be selected for contract award, the bidder will be allowed five (5) working days to submit a protest to the Intent to Award, according to instructions contained in the paragraph titled “Protests” of this RFQ.

Attachments:

The following documents are considered part of this solicitation and will be incorporated by reference into the resulting Agreement:

Bidder Instructions (GSPD-451) - Revised and Effective 11/09/2011 IT General Provisions (GSPD-401 IT) - Revised and Effective 06/21/2022 Attachment 1 – Statement of Work Exhibit A – FTB Work Authorization Exhibit B – FTB Security Requirements Exhibit C – Resume Shell Attachment 2 - Cost Worksheet and Payment Provisions Attachment 3 - FTB Special Provisions for Services Attachment 4 – Special Terms and Conditions

Bidder Checklist for Quotation/Bid Submission:

In order for the quotation/bid to be acceptable, the following documents should be completed and included with your submitted quotation/bid response. A description of the nature of each document is included. THOSE DOCUMENTS MARKED “MANDATORY” MUST BE RETURNED. Those documents described as “should be submitted with your bid”, if they are included it will expedite the procurement process.

Payee Data Record

Payee Data Record Supplemental

1. The prime bidder is certified as a Disabled Veteran Business Enterprise, and/or,

2. There are subcontractors that are Certified Disabled Veteran Business Enterprises.

These declarations should be included with the quotation; however, they may be obtained prior to contract award.

3. The prime bidder is certified as a Disabled Veteran Business Enterprise, and/or, There are subcontractors that are Certified Disabled Veteran Business Enterprises.

REQUEST FOR QUOTATION

CONTINUATION

(Enter Number) Rev.

The Franchise Tax Board (FTB), hereinafter referred to as “FTB” or the “State”, agrees to retain and hereby does retain (awarded Contractor’s name), hereinafter referred to as “Contractor”, for the services described herein. Under the direction of the Web & Contact Center Platform (CCP) Applications Development Section, the Contractor agrees to perform the services and provide the support described within their respondent quote and RFQ FTB-2425-00713 and addenda. These documents are hereby incorporated by reference and are made an integral part of this Agreement.

A. INTRODUCTION

The purpose of this Statement of Work (SOW) is to define the Contractor’s responsibilities and associated services required to implement FTB’s Transport Layer Security (TLS) upgrade to version 1.2 for its CCP Genesys Platform. Once implemented, TLS version 1.2 will encrypt the Session Initiation Protocol (SIP) and Secure Real-time Transport Protocol (SRTP) communications between FTB’s CCP Genesys platform and FTB’s Cisco Unified Border Element (Cisco CUBE).

The CCP currently consists of various Genesys software products (including Framework, Voice Platform, Reporting, and Workforce Management) and also integrates with Virtual Hold and Qfiniti software products. FTB was unable to complete the end-to-end encryption for the VoIP project due to TLS version 1.2 incompatibility with FTB’s legacy Interactive Voice Response (IVR) system. The IVR applications were rewritten in February 2023 to allow for this work to be completed.

The purpose of this Agreement is for the Contractor to complete the end-to-end encryption within the VoIP environment. The TLS encryption will be applied to the Development Lab and subsequently, to the current Production Environment.

The Contractor will not be provided with nor have access to any Federal Tax Information or State tax information under this Agreement.

B. PERIOD OF PERFORMANCE

The Contractor’s proposed staff must be available to commence the services outlined in this agreement during the term specified on the Standard Agreement (STD. 213) or upon approval/completion of FTB’s background screening, whichever is later.

Consistent with the terms and conditions of the original solicitation, and upon mutual consent, the State may execute written amendments to this Agreement if needed. At the State’s discretion, this Agreement may be amended for time, money or both based on the rates herein. No verbal understanding or agreement not incorporated into the Agreement is binding on any of the parties.

The Contractor shall not be authorized to deliver or commence performance of services as described in the Contract until written approval has been obtained from all entities. Any delivery or performance of service commenced prior to the contractor obtaining all written approvals shall be considered voluntary on the part of the Contractor and non-compensable by the FTB.

C. CONTRACTOR’S RESPONSIBILITIES

The Contractor is responsible for completing the tasks and delivering the associated deliverables/documentation that include (but are not limited to) those listed below on a schedule mutually agreed upon by FTB and the Contractor.

Upon FTB’s request, all deliverables/documentation should be emailed to the designated FTB Contract Manager in the format specified in SECTION D. DOCUMENTATION, unless otherwise specified. Work shall be performed remotely connected (only within the United States) during normal State business hours, which are Monday through Friday, 8:00 AM to 5:00 PM PT, excluding State holidays or an otherwise mutually agreed upon schedule between FTB and the Contractor.

The Contractor is responsible for the following:

1. The Contractor will provide a Genesys-certified consultant(s) to provide the following professional services, support, and documentation associated with upgrading the TLS to version 1.2 for both development and production environments including:

a. Technical documentation to enable designated FTB technical personnel the ability to confirm the F5 Virtual IP load balancers for SIP Server and Resource Manager (RM) are available to handle encryption.

b. Technical documentation to enable designated FTB technical personnel with the ability to confirm FTB server certificates on the existing SIP Server, RM and Media Control Platform (MCP) Windows hosts can be reused.

c. Enable the Genesys Cisco T Server, Genesys SIP Server, RM, and MCP TLS option settings.

d. Reconfigure Genesys Cisco T Server, Genesys SIP Server, and Resource Manager applications to use FTB’s F5 encrypted Virtual IP (VIP) and provide product documentation on how to support the VIP and Genesys Cisco T Server, Genesys SIP Server, and MCP.

e. Work with the Cisco Engineer and the designated FTB Telecom staff to confirm Cisco interfaces with Genesys have been updated to support SIPS and SRTP and will work with FTB Telecom to test inbound SIP traffic from the Cisco CUBE and outbound SRTP traffic to the Cisco CUBE.

f. Upon conclusion of the upgrade, the Contractor and FTB’s designated CCP Applications Development Section, will ensure that the Cisco and Genesys call functionality features function as expected after the upgrade including:

i. IVR Calls

ii. Virtual Hold Calls

iii. Qfiniti Call Recording

iv. Two-way Call Audio

v. Music on Hold

vi. Call Transfers

vii. Call Conferencing

2. The Contractor will provide an Engagement Manager and a Lead Technical Consultant to handle the following engagement governance and reporting tasks upon a schedule mutually agreed upon by FTB and the Contractor:

a. The Engagement Manager in collaboration with the designated FTB Contract Manager will coordinate activities, including scheduling, communication, escalations, and facilitating meetings.

b. The Lead Technical Consultant will perform all tasks specified in Section C. Contractor’s Responsibilities and serve as the primary technical point of contact for the engagement.

c. The Lead Technical Consultant will prepare and lead on-line remote sessions to be conducted during the upgrade activities to enable knowledge transfer and to verify the accuracy and effectiveness of the documentation.

d. The TLS Upgrade and associated activities in Section C. Contractor’s Responsibilities will be conducted via MS Teams sessions in order for the designated FTB team members to work cooperatively with the Lead Technical Consultant, ask questions and review related documentation.

3. The Contractor will provide professional services, support and documentation for the TLS 1.2 upgrade within a timeframe mutually agreed upon between FTB and the Contractor, which includes the following:

a. Preparation of documentation for TLS upgrade of both Development (Dev) and Production (Prod) environments.

b. Two (2) sessions of up to eight (8) hours of MS Teams sessions for input and oversight for upgrade of the Development environment.

c. Two (2) sessions of up to eight (8) hours of MS Teams sessions for input and oversight for upgrade of the Production environment.

d. Two (2) hours of follow-up Q&A of MS Teams sessions to review documentation from upgrade sessions.

e. Up to thirty-two (32) hours of troubleshooting, additional upgrade time for Dev and/or Prod environments.

4. In addition to the tasks described above, the Contractor will perform the tasks described in the Deliverables Table below.

TABLE 1: PROFESSIONAL SERVICES DELIVERABLES

Deliverable #

Deliverable

· Provide the initial technical documentation for the TLS upgrade of both Development and Production environments to enable FTB technical personnel with the ability to confirm the F5 Virtual IP load balancers for SIP Server and Resource Manager (RM) are available to handle encryption, and the ability to confirm the FTB server certificates on the existing SIP Server, RM and Media Control Platform Windows hosts can be reused.

12/16/24

· Upgrade to TLS version 1.2 between the CCP Genesys Platform Session Initiation Protocol (SIP) and Secure Real-time Transport Protocols (SRTP) communications and FTBs Cisco CUBE

· Provide support for completion of Production UAT for TLS 1.2

2/21/25

· Provide final FTB approved technical documentation for the TLS upgrade of both Development and Production environments to ensure the State can maintain the TLS once fully implemented.

2/28/25

D. DOCUMENTATION

1. All documentation provided to FTB in support of or as part of the required tasks and deliverables, as specified in Section C. Contractor’s Responsibilities, must be in Microsoft (MS) Office Suite products and PDF, unless otherwise mutually agreed upon by FTB and the Contractor.

2. Documentation must meet the accessibility requirements specified in Attachment 3 – FTB Special Provisions for Services, Section D, including, but not limited to, compliance with Web Content Accessibility Guidelines (WCAG) 2.1.

3. All documentation provided by the Contractor in support or as part of the completed Deliverables may be reproduced by FTB.

4. All written content developed by the Contractor and/or developed in collaboration with FTB in support of this Agreement is the property of FTB.

5. All documentation produced by the Contractor specifically for this engagement and proprietary to this solution cannot be used, reproduced or released by the Contractor for external FTB use without explicit written authorization from FTB.

E. FTB RESPONSIBILITIES

The following activities and requirements will be completed by FTB within a timeframe mutually agreed upon between FTB and Contractor, in order to afford the Contractor, the ability to provide the requisite professional services under this Agreement:

1. Designated FTB Windows and Linux server teams will disable TLS 1.0 and 1.1 on CCP Servers. FTB Windows server team will make changes to the Virtual IP (VIP) address if needed based on recommendations and/or documentation provided by Genesys.

2. Designated FTB Network Engineering staff confirmed F5 is currently compatible with TLS 1.2. If issues are identified, designated FTB Network Engineering staff will engage its F5 vendor support to help troubleshoot.

3. Designated Telecom staff confirmed they will work with Cisco support to guide them on this upgrade. If issues are identified, FTB Telecom will engage Cisco vendor support to help troubleshoot

4. FTB will provide a designated FTB Contract Manager to serve as a single point-of-contact for the Contractor to interface with during the course of this work effort.

5. The designated FTB Contract Manager is the contact person to whom the Contractor’s communications may be addressed and who has the authority to make decisions on all aspects of the services. This person will review the Agreement and associated documents with the Contractor to ensure understanding of the responsibilities of both parties.

6. FTB will provide access to information in support of this Agreement, including, but not limited to, business and technical requirements documentation regarding this effort upon request and as necessary.

7. FTB will provide an initial review of the deliverables provided by the Contractor in order for the Contractor to perform its obligations under the Agreement within the timeframe mutually agreed upon by the designated FTB Contract Manager and the Contractor.

8. FTB will be responsible for the installation and configuration of any 3rd party systems.

9. FTB will be responsible for the upgrade of any custom code.

10. FTB will designate reasonably available technical personnel to perform configuration changes on Cisco and F5 devices, follow up on the end-to-end encryption testing, and provide the Contractor FTB system requirements and access to Genesys and FTB applications via MS Teams sessions as needed for the Contractor to complete the upgrade.

11. FTB will provide qualified development engineering/programming resources versed in Customer’s application(s) during any development/integration portion of this engagement as needed.

12. FTB database platforms, email platforms, SIP telephony carriers, workstations, and phones must meet minimum Genesys equipment requirements and recommendations as posted on https://help.mypurecloud.com/articles/purecloud-requirements (09/2024)

F. MINIMUM QUALIFICATIONS (MANDATORY – PASS/FAIL)

The Contractor shall provide Genesys-certified consultant(s) to provide the professional services and support specified in this SOW. The Contractor’s Key Personnel assigned to this Agreement must possess the minimum required knowledge, skills, abilities, and work experience for the classification type as specified in Table 2: Minimum Consultant Qualifications.

The proposed consultant’s breadth of knowledge and years of experience as specified in Table 2: Minimum Consultant Qualifications will be considered and evaluated on a Pass/Fail basis.

TABLE 2: MINIMUM CONSULTANT QUALIFICATIONS

(Required per consultant)

OR

· Must have minimum 2 years expert level experience with TLS configuration enablement of the Genesys Engage Platform.

· Genesys Engage On-premises Inbound Voice Certification

1. Consultant Resumes (Mandatory - Pass/Fail) Bidders must submit a completed Exhibit C, Resume Shell for each proposed consultant. Bidders must use the Exhibit C template to provide the requisite resume information, or the bid may be considered non-responsive and may be rejected. The consultant’s resume must include work history for up to the last five (5) years of employment.

Note: At the State’s discretion, Contractor’s certifications may be validated with Genesys prior to Agreement award.

G. TESTING, USER ACCEPTANCE, AND COMPLETION CRITERIA

The Contractor, in collaboration with FTB, will be responsible for performing and successfully completing Unit Integration Testing (UIT) in the Development environment for the TLS version 1.2 upgrade before turning it over to FTB for System Testing and User Acceptance Testing (UAT). The designated FTB CCP Testing team will perform System Testing in the Development environment, with support from the Contractor. Upon completion of System Testing, UAT will be performed by designated FTB end users, and designated FTB CCP Analysts in the Production environment, with support from the Contractor. Testing will be conducted in the following order and may go through several iterations, as needed to complete each test cycle successfully.

Test Cycle for the TLS 1.2 version upgrade is listed below:

a) UIT – Performed by the Contractor prior to releasing the environment(s) to designated FTB staff for System Testing.

UIT includes interactions between all layers of an application, including interfaces to other applications, modules, and/or web services, as a complete end-to-end test of the functionality.

· The Contractor will be responsible for the creation of a functional validation checklist (software, components or other functionality).

· The Contractor will also be responsible for execution of the functional testing, in collaboration with FTB, and certifying that UIT is complete, with no outstanding issues.

· Upon completion of UIT, the Contractor will be responsible for holding a walk-through meeting to review the functional validation checklist which will be retained by FTB.

b) System Testing –The designated FTB CCP’s Testing Team will be tasked with the following:

· Developing test scripts prior to execution, with support from the Contractor and the designated FTB CCP’s Framework & Development teams.

· Executing the test scripts within the Development environment, with support from the Contractor and the FTB CCP’s Framework & Development teams.

· Ensure and verify system testing is complete prior to releasing the environment(s) for UAT. FTB will retain all test scripts.

System testing will be considered complete after the Cisco and Genesys call functionality features function as expected following the upgrade, which includes the subsequent items:

1. IVR Calls

2. Virtual Hold Calls

3. Qfiniti Call Recording

4. Two-way Call Audio

5. Music on Hold

6. Call Transfers

7. Call Conferencing

c) UAT – Designated FTB end users and designated FTB CCP Analysts will be responsible for performing UAT in the Production environment, with support from the Contractor. Acceptance by FTB at the conclusion of the UAT period is required.

UAT:

The Date of Acceptance shall mean the date the respective TLS version 1.2 upgrade UAT period is successfully completed and accepted by FTB without critical incident. Critical incident is defined as:

1. Impacting a production environment.

2. Causes a severe impact on business operations of end customer (e.g., calls cannot be completed, or critical business processes are disabled). Alternatively, causes a severe impact on business operations due to the accumulated impact on multiple customers.

3. Continuous or near continuous interruption of service.

4. No workaround available.

In the event the upgrade does not meet FTB’s standard of performance during the UAT period, the acceptance testing shall continue on a day-to-day basis until the standards of performance are met for ten (10) consecutive State business days. If any issues are identified during the UAT period, the Contractor shall quickly resolve the issue(s), and the UAT period will start anew until the upgrade is successful for ten (10) consecutive State business days. If successful completion of the TLS version 1.2 upgrade UAT period is not attained within forty- five (45) calendar days after the installation date, FTB shall have the option of terminating the Agreement, or by mutual agreement, continuing acceptance testing. FTB’s options to terminate the Agreement shall remain in effect until such time as every required acceptance test has been successfully completed.

NOTE: FTB may choose to accept UAT prior to the end of the ten (10) consecutive business days UAT timeframe.

a) Completion Criteria The following is the Completion Criteria that FTB will use to validate completion of this engagement:

· TLS is upgraded to version 1.2 and is performing in production without critical incident as defined above.

· The Contractor has completed all tasks and provided all FTB approved deliverables as specified in Section C. Contractor’s Responsibilities.

· Cisco and Genesys call functionality features will function as expected following the upgrade, which includes the subsequent items:

1. IVR Calls

2. Virtual Hold Calls

3. Qfiniti Call Recording

4. Two-way Call Audio

5. Music on Hold

6. Call Transfers

7. Call Conferencing

b) Acceptance Letter(s) The designated FTB Procurement Official will provide the Contractor with a written acceptance or rejection of EACH deliverable via email within twenty (20) consecutive State business days after notification from the designated FTB Contract Manager that EACH respective deliverable is complete.

Upon the Contractor’s successful completion of all deliverables, and upon the designated FTB Contract Manager’s approval, FTB will provide the Contractor with a final signed acceptance letter generated by the designated Procurement Official.

If the FTB does not accept the Contractor’s products and services, payment of the invoices will be withheld by FTB, and the Contractor will be notified. The Contractor must take timely and appropriate measures to correct or remedy the reason(s) for non-acceptance and demonstrate to FTB that the Contractor has successfully corrected the service or met the requirements before invoices are issued or payment is made.

c) Production Validation Support The Contractor will be available to respond to the designated FTB Contract Manager on issues as follows:

· Causes a severe impact on business operations of end customer (e.g., critical business processes such as voice or screen recording are disabled). Alternatively, causes a severe impact on business operations due to the accumulated impact on multiple customers.

· Continuous or near continuous interruption of service.

· No workaround available.

· In production environment causing a serious impact to business operations of end customer. Alternatively, causes a non-critical impact to business operations due to the accumulated impact on multiple customers.

· In development environment causing a serious impact to development activity (e.g., causes integration work to be blocked or delays completion of final system testing).

· No stable workaround available.

· In production environment causing a minor impact to business operations of end customer (e.g., intermittent or minimal degradation).

· In development environment causing a minor impact to development activity.

· In production environment causing little or no impact to business operations of end customer. Alternatively, causing little or no impact to business operations due to the accumulated impact on multiple customers.

· In development environment causing little or no impact to development activity.

H. PROBLEM ESCALATION

The parties acknowledge and agree that the Contractor may wish to escalate issues pertaining to the administration of this Agreement by FTB.