RP020-22 Inv

September 21, 2022

REQUEST FOR PROPOSAL

RP020-22

The Gwinnett County Board of Commissioners is soliciting competitive sealed proposals from qualified service providers for the Provision and Implementation of a Line Queue Management Solution on an Annual Contract with four (4) one-year options to renew for the Department of Planning and Development.

Proposals must be returned in a sealed container marked on the outside with the Request for Proposal number and Company Name. Proposals will be received until 2:50 P.M. local time on October 20, 2022, at the Gwinnett County Financial Services - Purchasing Division – 2nd Floor, 75 Langley Drive, Lawrenceville, Georgia 30046. Any proposal received after this date and time will not be accepted. Proposals will be publicly opened and only names of submitting firms will be read at 3:00 P.M. A list of firms submitting proposals will be available the following business day on our website www.gwinnettcounty.com.

A pre-proposal conference is scheduled for 10:00 A.M. local time on October 6, 2022. All service providers are urged to attend. Questions regarding proposals should be directed to Chris Duncan, CPPB at christopher.duncan@gwinnettcounty.com no later than 3:00 p.m. on October 10, 2022. Proposals are legal and binding upon the bidder when submitted. One unbound single sided original, six (6) bound copies, and one (1) electronic copy on a flash drive should be submitted.

Successful service provider will be required to meet insurance requirements. The Insurance Company should be authorized to do business in Georgia by the Georgia Insurance Department and must have an A.M. Best rating of A-5 or higher.

Gwinnett County does not discriminate on the basis of disability in the admission or access to its programs or activities. Any requests for reasonable accommodations required by individuals to fully participate in any open meeting, program or activity of Gwinnett County Government should be directed to Matthew Eason, ADA Coordinator, Gwinnett County Justice and Administration Center, 770-822-8165.

The written proposal documents supersede any verbal or written prior communications between the parties.

Selection criteria are outlined in the request for proposal documents. Gwinnett County reserves the right to reject any or all proposals to waive technicalities and to make an award deemed in its best interest.

Award notification will be posted after award on the County website, www.gwinnettcounty.com and companies submitting a proposal will be notified via email.

We look forward to your proposal and appreciate your interest in Gwinnett County.

Chris Duncan, CPPB Purchasing Associate III The following pages should be returned with your proposal:

Service Provider Information: Page 47 References: Page 48 List of Subcontractors: Page 49 Contractor Affidavit: Page 59 Code of Ethics Affidavit: Page 60 Pricing Table (In a Separately Sealed Envelope), Exhibit C http://www.gwinnettcounty.com/ mailto:christopher.duncan@gwinnettcounty.com http://www.gwinnettcounty.com/

REQUEST FOR

PROPOSAL

RP020-22

Provision and Implementation of

Line Queue Management Solution

GWINNETT COUNTY, GA

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INTRODUCTION

The intent of this Request for Proposal is for the Gwinnett County Department of Planning and Development (Department), located in Gwinnett County, Georgia to obtain proposals from service providers offering a software solution to manage line queues. The solution is required to be a SaaS solution that will meet the functional requirements and criteria as described in this request for proposal.

The Department is interested in solutions that have a proven track record of providing a line queue management solution as described by this proposal to businesses and/or other government jurisdictions of the same size and complexity as Gwinnett County’s Department. The proposed solution should meet the requirements outlined in the proposal and the vendor should be prepared to demonstrate those capabilities, should they be asked to do so before award. Note, commercial production systems or systems that are undergoing major functional changes or upgrades, are not acceptable for industry-standard systems sought in this solicitation. Although the County is interested in implementing systems with a proven track record and implementation history, that does not preclude service providers from submitting optional proposals that may utilize emerging technology whether on-premises, hosted, or cloud-based solutions, to provide the best result for Gwinnett County.

The County intends to award a contract for this proposal to one (1) service provider. There are no expressed or implied obligations for the County to reimburse responding service providers for any expenses incurred in preparing proposals in response to this solicitation. The full cost of proposal preparation and interview presentation (if required) is to be borne by the proposing service provider.

Proposals must be signed in ink by a company official who has the authority to commit company resources.

The request for proposal and the successful proposal will become part of a written contract between the County and the proposing service provider. The contract shall be on forms supplied by the County.

Finally, all proposed solutions must comply with the existing Exhibit A - Security Requirements for Purchases provided in the solicitation.

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BACKGROUND AND CURRENT ENVIRONMENT

This Section of the proposal provides background on Gwinnett County, Department, DoITS, relevant systems in operation in the current environment, as well as the planned future environment.

Demographics

Gwinnett County, Georgia, has an estimated population of approximately one million as of 2020. The County has experienced double and triple-digit population growth every Census since the 1950s and is ranked as one of the fastest-growing counties in the U.S., as well as being the second largest county in Georgia.

The Gwinnett County Government takes a business approach to run the County and continuously strives to improve the services the County provides to County agencies, businesses, and residents. The importance of this mission increases as technology becomes ever more tightly integrated into all facets of operating the County. The Information Technology (IT) component of the proposed solution the County seeks must consider lifecycle management for cross-organizational consistency.

Gwinnett County Department of Planning and Development

The Department of Planning and Development promotes and enhances the well-being of residents, visitors, property owners, and businesses in Gwinnett County. The department accomplishes its mission through implementing programs and providing services that encourage high quality development and promote the maintenance and revitalization of existing neighborhoods and commercial properties. Department services include zoning, plan review, permitting, inspections, business licensing, and code enforcement.

The Department has a considerable amount of public interaction, both online and in person. Staff responds to walk-in visitors, telephone calls and emails seeking technical assistance with permitting, plan review, zoning, land use, and other services. Staff in the lobby are currently challenged by the use of a shared spreadsheet to track customer interactions, assigning customers to the appropriate service desk, calling customers by name, updating the spreadsheet throughout the customer’s visit, and reporting time spent with customers.

By introducing a line queue management solution, the Department seeks to provide new automation to the customer check-in process while reducing manual tracking processes. This implementation would benefit all staff and supervisors assigned to manage customers who visit the Department. By utilizing a customer self-service check-in, SMS messaging, and standard workflow processes, the Department seeks to improve customer wait times, the in-person customer service experience, and the quality of reporting data to senior leadership as well as the general public.

Gwinnett Department of Information Technology Services

The Department of Information Technology Services is responsible for leading the technology evaluation of the solutions presented as a part of this solicitation as well as providing support and delivery of technology solutions and innovations throughout the Gwinnett County Government. The department is made up of over 150 business and technology professionals that deliver innovations and services to all Gwinnett County departments.

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Gwinnett Department of Information Technology Architecture and Environment

The County’s Network is managed by the County Department of Information Technology Services. The Network supports all County Departments, including public safety. The County’s existing network topology consists of a logical layer operating over a physical layer. The logical layer is firewalled between members but operates in a relatively open manner so that if there is physical connectivity, there is also a logical path to that node. The physical layer is a hub-and-spoke architecture with links provided by Gwinnett County-owned fiber, as well as metered connections from a network vendor.

The County Network Core consists of two primary sites, Gwinnett County Justice and Administration Center (GJAC) and Gwinnett County Police Department (GCPD) Annex, which have dual high-speed connections to each site. The remote nodes have redundant connections to the Core. The County is establishing a Disaster Recovery location and Alternate 9-1-1 Center at the Bay Creek District Office.

The current Gwinnett County ecosystem that includes the relevant technologies for this proposal shown in the table below.

Technology Type Current Technology On-premises Email Gateway Proofpoint Security Current Technology Data Loss Prevention Microsoft DLP Network Current Technology Cloud Email Gateway Proofpoint Multi Factor Authentication Microsoft Azure Cloud Protocols Current Technology Directory Services Standard LDAP, Active Directory (AD), AzureAD Software Current Technology Productivity Microsoft 365

ERP SAP

Document Repository FileNet, SharePoint Email Communications Platform Microsoft Exchange Online Internet Browser Microsoft Edge Document digitization and workflow DocuSign Mobile Device Management Microsoft Intune

Table 1 – Technology Ecosystem

The Gwinnett County current requirements related to infrastructure and information security can be found in Exhibit A - Security Requirements for Purchases of this Request for Proposal. As indicated in the response requirements, all service providers are required to comment on their adherence to those requirements and callout specifically any, and all exceptions or clarifications to that end.

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SCOPE OF SERVICES

Project overview

The County is procuring a software solution to manage line queues for the Department of Planning and Development. The successful service provider will provide a software solution managed and maintained by the provider, professional services, training, project management, implementation, and support as described in this proposal.

Component systems

The County expects the service provider to provide all the components necessary for a fully functioning solution for each solution component and the collective solution of all those components working together as a single solution. The solution provided can include components from multiple manufacturers and providers, however, the service provider is responsible for providing a single solution response that is complete and meets all requirements.

The level of integration between major system components will be a proposal evaluation factor.

The County anticipates that in a proposed solution with components from different sources, the service provider will act as the system integrator and be responsible for overall implementation, any internal interfaces required, testing, training, and maintenance support of the complete solution.

As outlined in this proposal, the County’s desire and expectation is that the proposed solution, including any subcontractor applications, partners, and others delivering elements of the solution will be best-of-breed and highly configurable. Gwinnett County anticipates selecting the queue management solution that meets the optimal number of its functional specifications with standard system functionality at the best value for the County.

Objectives:

• Customer can join the queue while in-person utilizing a customer-focused user interface built for touchscreen input (a web-based application using County-supplied hardware) or by department staff onsite (using back-office environment).

• Customer can join the queue remotely via web interface.

• Customer can opt to receive automated SMS communications throughout the process.

• Customer can view queue status remotely via web or in-person on a local display (using

County-supplied hardware).

• Staff can summon, transfer, message, and manage complete interaction within system.

• Supervisors can monitor live queue status from dashboard.

• Supervisors can produce detailed, standard out-of-the-box reports.

• Supervisors can request or configure custom reports.

• County can access all system data.

Conceptually, the proposed solution will include the following capabilities/components that all work together with no integrations, interfaces or development required by either Gwinnett County or the service provider(s):

• Sign-In o In-person (customer self-service or by department staff) or remote (web interface) o Configurable sign-in screen(s)

Service selections

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Custom fields – name, phone number, or other Estimated time to service displayable o Call screen, configurable to display desired fields (using County-supplied hardware) o The self-service UI, web interface, and call screen must be branded to County standards

• Workflow o Service selections connected with service desk o Staff dashboard/task management

Summon, park, transfer, cancel, complete ticket Track time stamps between status updates Enter notes and comments on ticket visible by staff

• Communications o Automated SMS messaging based on process step o Ad hoc SMS messaging triggered by staff

• Reporting o Detailed, standard out-of-the-box reports o Custom reports completed in-house or on request o Complete data export in standard format to include PDF and CSV or Excel

• Administration o Add/remove back-office users o Manage user security permissions o Manage application custom fields

Information security protection

The County requires that the service provider proposes a solution that protects against service disruption caused by ransomware, in addition to the traditional Continuity of Business provisions.

Such protection could use a tiered replication model where the third-tier synchronization lags behind the near real-time replication of the lower tiers. Alternatively, the approach could also include using an off-line Disaster Recovery model. The service provider is responsible for providing detailed responses to Interrogatories related to security and agree to adhere to the requirements and policies outlined in Exhibit A - Security Requirements for Purchases and respond to all related functional requirements in Exhibit B – Functional Requirements Response Workbook. Finally, the proposed solution(s) must be able to comply and work with the end-point protection and other security requirements of Gwinnett County.

System software and hardware

The service provider will propose all necessary hardware and software to ensure that the proposed solution provided by the service provider will perform at its optimum capabilities for the users and those that interact with the system.

The County requires that service provider’s response to this proposal includes a turnkey system configuration necessary to meet the functional and operational requirements of this proposal consisting of items as outlined in the response at a minimal:

• Completed solution component diagram and how it will connect the user and County to the cloud-based solution.

• Databases and database management.

• Operating system software required (device, browser, Internet speeds, etc.).

• Servers and backend equipment – if applicable.

• Specifications in size, power consumption, etc.

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If applicable, the County requires Cisco Network switches for any connectivity between the proposed infrastructure and the County’s network. In addition, the County preference is for hyper-converged (HCI) fully virtualized environments. As a result, the proposer should consider this type of architecture when proposing the infrastructure required for the proposed solution.

It is the expectation of the County that the proposed pricing for all hardware and system software will be highly competitive and consistent with the State of Georgia and Gwinnett County hardware purchasing agreements.

Implementation and support

The service provider, with appropriate involvement from Gwinnett County employees, must perform all tasks required to install and implement the proposed system, including all software installation, service provider-configuration, instruction, professional services, and guidance on user-configuration, testing, training. For cloud-based systems, the system will be maintained and updated by the provider as part of the ongoing service agreement, whereas on-premises systems will require involvement from Gwinnett County employees for system maintenance and updates.

The service provider must use Gwinnett County’s Global Protect VPN in order to remote access to the County network.

Site preparation and bandwidth requirements assessment

As part of the proposal response, the service provider shall state the minimum and maximum bandwidth requirements, as well as other permitted ranges of environmental variations, necessary for the satisfactory operation of the proposed solution. The service provider should describe any environment requirements for all recommended and/or proposed components of the proposed solution. This would include the following (if required):

• The latency between Gwinnett County and the service provider’s cloud solution

• Transactional response time ranges that may be tied to service level agreements (SLAs) or invocation of support related tickets

• Documented connection speeds up and down, from the service provider’s cloud solution

Project management

The service provider will be responsible for applying sound project management methodologies in the areas of:

• Project planning

• Risk management

• Resource management

• Project monitoring and reporting

• Production control

• Configuration management

• Quality assurance

• Test planning and execution

• Training

• Implementation methodology

• Post-implementation support

• Adherence to Gwinnett County Change Management processes

• Documentation (technical and non-technical)

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The service provider will provide Gwinnett County with a project manager who will be the single point of contact throughout the service provider’s relationship with the County. The County reserves the right to request a change in the project manager if it feels the relationship is not progressing smoothly. The service provider’s project manager will work with a Gwinnett County-provided project manager who will liaise with internal Gwinnett County teams and resources for the delivery of Gwinnett County-owned project tasks.

Change management

Managing process changes associated with implementing the new systems will be a critical component of project success. The service provider will comply with County Change Management procedures, during implementation and post implementation for all deployments, configuration changes, and system maintenance throughout the lifetime of the solution. The County expects the service provider to work with Gwinnett County’s Project Team and agency Subject Matter Experts (SMEs) to identify process changes, provide guidance on implementation strategies that provide maximum benefit to the Department, as well as develop training tools and materials to facilitate the transition to the new systems using new business processes.

Documentation

Documentation must be provided to support the software, as well as County agency business processes pertaining to the software. Any solution tools or utilities that are desirable to tune, test, maintain, or support the systems must be specified in the documentation. Any tailoring or configuring must be documented and delivered to the County. At a minimum, as applicable, the service provider shall provide Gwinnett County with the following:

• User documentation.

• Configuration documentation.

• Interface documentation.

• System Administration manuals.

• Application software tutorial.

• Database setup and maintenance.

• System documentation.

• Documentation for web service/interface definitions.

• First level triaging/trouble shooting for agency helpdesk.

• Helpdesk support call escalation process.

• Disaster recovery documentation.

Configuration/Training environment

The service provider is to provide a combination configuration (test) / training environment for the proposed solution. A “sandbox” environment where new features, changes, workflow, forms, etc. can be tried without impacting the test, training, production, or other environments.

Acceptance tests

The implementation must include adequate provisions for functional, performance and reliability testing. The County requires service provider involvement in the development and execution of test plans to assure that the systems deliver the expected results. Satisfactory completion of a mutually agreed-upon Acceptance Test for each stage of the implementation is required, as is a Final Acceptance Test in a fully integrated environment, to ensure

RP020-22 Page 10 components work together as intended. The Acceptance Test will include a confirmation of each functional requirement identified as provided in the service provider’s proposal, in addition to required performance and reliability acceptance procedures that the County may require.

The County requires three types of acceptance tests: functional, performance, and reliability.

The proposed acceptance test strategy must address all three types of acceptance tests.

Acceptance tests will be conducted first on each system component, including all applicable interfaces, independently. Upon acceptance of all systems, a final set of Functional, Performance, and Reliability Acceptance Tests will be performed on the integrated Solution to ensure that all systems work together as intended and at the contracted performance levels.

The County will notify the selected service provider of the successful completion of each test in accordance with task completion requirements in the Statement of Work (SOW).

Functional acceptance testing requirements

The service provider is to include in the proposal response the plan they would use for Acceptance Testing for their solution should they be selected. The service provider is affirming that the final Solution design, Acceptance Test Plan, and System Documentation includes each proposed solicitation requirement, by marking a “Yes” response in the Functional Requirements Response Matrix.

The County will confirm all Solution functionality prior to System Acceptance. Each specific system function agreed to as part of the final Contract will be tested and tracked from original documentation, e.g., from proposal to Contract, then to Acceptance Testing, by the Selected service provider.

During the Functional Acceptance Test, the selected service provider will demonstrate the operation of each proposed feature, function, and interface simulating a live environment based on the test plan that will be approved by the County no less than 14-days prior to the start of functional testing.

Performance/Stress testing requirements

The purpose of the Performance Test is to demonstrate and document, as necessary, the selected service provider’s performance requirements. The Performance Test will be conducted at the successful implementation of each system and again when all systems have been successfully implemented.

To pass the Performance Test, the proposed solution or system must, for 30 consecutive calendar days, perform successfully, in accordance with the performance requirements stated in this proposal.

System performance and testing requirements

The following performance criteria are provided as a guide in designing the solution and form the basis for acceptance testing of the implemented solution.

• The solution shall conform to the requirements specified in this proposal.

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• The solution shall provide all the functional and operational capabilities described as both “Yes-Fully meets” and “Yes-Partially meets” in the Functional Requirements Response, by the service provider in their proposal response to the interrogatory questions and those demonstrated in the product demonstration.

• All inquiry and file maintenance functions shall be performed without adversely affecting system performance and system operations.

• The system shall provide problem-free interoperability for all the hardware and software components specified in this document.

• Users shall not be required to halt system operations during backups or other system administration tasks.

The service provider will not be responsible for the processing time of external systems when such systems are involved in a transaction. It is understood that factors such as network latency, external system responsiveness, the performance of the network, system load, and any external systems, i.e., queries to state databases, may negatively affect such times and may need to be analyzed as part of the response time determination should an issue with these times occur.

All responding service providers are expected to outline details describing how they will conduct system testing that meets the requirements outlined above. This includes a description of how each of the following system tests are administered and reported upon:

• System response times

• System availability

Reliability testing requirements

The purpose of the Reliability Test, as part of the overall Solution acceptance requirements, is to demonstrate the operational capability and reliability of the solution and system components.

The Reliability Test will be conducted at the successful implementation of each system component and again when all system components have been successfully implemented.

To complete the Reliability Test successfully the following must occur:

• All systems must demonstrate full availability for 30 consecutive days.

• Should any selected service provider-provided hardware component fail three times during the testing phase, the selected service provider will replace the failing hardware component, without charge to the County.

• System performance will continue to meet the functional requirements of the Contract, as tested, or verified by County personnel at any time.

• If the solution or any system component falls below the required availability requirement, the Reliability Test will be stopped. At this time, the selected service provider is to correct any deficiencies in preparation for a retest. If the deficiencies are of such severity that the retest cannot be initiated within 15 days of the initial failure, the selected service provider is to prepare a Correction Plan that details the reason for the failure and proposed correction.

The selected service provider will have three opportunities to complete the Reliability Test over a period of 90 days. All responding service providers are expected to outline details as to how they meet the reliability testing requirements identified above.

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Application errors

Upon notification, the selected service provider will promptly correct malfunctions in any of the covered applications/solution components discovered by the County during the term of this agreement, provided (a) the County provides all information regarding such malfunction that may be requested by the selected service provider and reasonably available to the County as defined in the following error reporting section, and (b) the County has provided the selected service provider with remote access to the solution as required by the contract.

All responding service providers are expected to outline details as to how they meet the Application Errors requirements identified above.

Error reporting

The County personnel making such a report will describe to support service staff the malfunction in reasonable detail and the circumstances under which the malfunction occurred or is occurring.

With the assistance of support service staff members, classify the malfunction based on mutually agreed upon severity levels. The County shall provide all reasonably available information requested by the selected service provider that is necessary to complete its request for technical services. Upon detection of any malfunctions in any of the covered applications, the County shall provide the selected service provider a listing of command input, resulting output, and any other data, including databases and back-up systems, that the selected service provider may reasonably request and is reasonably available to reproduce operating conditions similar to those present when the malfunction occurred.

All responding service providers are expected to outline details as to how they meet the Error Reporting requirements identified above.

Warranty

The entire solution as proposed by the service provider shall include a first-year warranty for service provider-supplied hardware and software for a minimum of twelve (12) months after the formal Final System Acceptance date. The warranty is to include all system and application software updates, enhancements, and refinements, as well as all professional services necessary to support the software. The warranty is to conform to contractually agreed to specifications and protect against any defects or damage caused by manufacturers, service provider, or proposed subcontractors, in the solution’s equipment or software.

Additionally, the service provider will warrant its responses to the functional requirements included in their proposal response and any other element of their proposal and will agree to attach its proposal response to any contract reached with the County.

If the selected service provider is unable to perform under these guidelines, then a separate provider of the County’s choice will be used, and the repair costs passed on to the selected service provider.

Support and maintenance

The County expects that a maintenance and support agreement will be offered and that the maintenance and support will be included in the pricing of the solution units. 9 hours per day (8am-5pm EST) x 5 days per week (Monday-Friday) support is required for the proposed solution.

The service provider’s proposed support agreement is to be included in the response and designate priority levels for system errors and include a guaranteed response time for each

RP020-22 Page 13 priority level. Additionally, the support agreement should define the role of the service provider’s helpdesk for support.

Technical support center

As the first level of Support and Maintenance, the service provider shall provide telephone support for operational and technical assistance. The service provider should provide information about their coverage level and hours of operations.

Training

The service provider should provide both a training environment for all solution components, as well as the necessary and sufficient training for County personnel as part of the implementation.

Training for County personnel (system administrators, users, and DoITS support personnel) must be delivered directly by the service provider’s training staff to these target audiences.

Sufficient training is defined as that level of training that enables the end-user to proficiently perform the duties associated with the utilization of the system or, for system administrators, maintenance of the system.

Personnel requiring training

Gwinnett County DoITS anticipates about 30 total trainees for this solution – a combination of end users and admins. During the implementation process, the County and service provider will work together to define the final numbers.

Training types

The County recognizes that the involvement, understanding, and commitment of employees are essential to the successful implementation of the proposed Solution. As such, Gwinnett County employees will participate in all key process design and configuration decisions. In preparation for that process, the service provider shall provide a foundational level of training for the County. The service provider can propose a “train the trainer” approach, however that must be clearly stated and described in the response to ensure it meets the steps outlined below.

Training materials

All training material is to meet the following requirements:

• Training materials should be provided three (3) weeks before the start of any training course.

• Training materials must be for the version of the solution that will be deployed.

• Training materials should reflect adult learning principles, and all training sessions should include a demonstration of knowledge and skills transferred by the persons being trained.

Additionally, the selected service provider is to provide a configuration/training system that will allow users to simulate live operations for all proposed system components without degrading solution performance.

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All responding service providers are expected to outline details as to how their training materials and environment meet the requirements identified above.

Post-cutover support

The selected service provider and its implementation team, with appropriate involvement from Gwinnett County employees, must provide ongoing support for the 30-day reliability test period starting after the date of successful proposed solution implementation in the production environment. Upon completion of the 30- day reliability test period, if there are no outstanding issues, the County will provide formal acceptance of the solution.

All responding service providers are expected to outline details as to how they meet the Post- Cutover support requirements identified above.

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PRE-PROPOSAL CONFERENCE

The County will hold a pre-proposal conference. This is optional and not to preclude a service provider from submitting a proposal.

Service providers are responsible for submitting all questions in writing. All questions will need to be submitted in accordance with the published deadline. Service providers are encouraged to submit questions prior to the Pre-Proposal Conference. Questions will be answered and published for all to view.

Note: The written proposal documents supersede any verbal or written prior communications between the parties.

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PROPOSAL REQUIREMENTS

The proposal response shall provide information necessary for Gwinnett County to evaluate the qualifications, experience, and expertise of the service provider to provide the requested functionality and services.

The service provider is to make a written proposal that presents an understanding of the work to be performed. The proposal is to demonstrate and provide evidence that the service provider has the capabilities, professional expertise, and experience to provide the necessary services as described in this solicitation. The service provider is to ensure that all information required herein is submitted with the proposal. An authorized representative of the service provider shall sign the proposal. All information provided is to be verifiable by documentation requested by Gwinnett County.

To enhance the evaluation process and provide each service provider an equal opportunity for consideration, all service providers should adhere to a standardized technical proposal format outlined in this proposal. Responses are to be as thorough and detailed as possible so that Gwinnett County may properly evaluate the service provider’s capabilities to provide the required services. This includes the submission of the Functional Requirements Workbook and the Pricing Response Workbook in both electronic (Excel and PDF) formats and written formats. All electronic submissions should be on a virus-free USB drive with the named as outlined in this proposal. Unnecessarily elaborate brochures or other presentations beyond that sufficient to present a complete and effective proposal is not desired. Elaborate artwork, expensive paper, visual and other presentation aids are not required.

Service Providers are encouraged to submit clear and concise responses, and excessive length or extraneous information is discouraged. In an effort to ensure our ability to evaluate and choose a successful service provider, respondents are encouraged to be responsive to the specific range of issues requested in this solicitation. Submission of excessive “boiler plate” information, including sales brochures, is discouraged. Proposers should not submit website links in lieu of written responses. Website links and any information contained within may not be reviewed or considered by Gwinnett County.

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PROPOSAL EVALUATION PROCESS

The County’s evaluation process will use the criteria outlined below to identify the solution that best meets the County’s business and operational needs, is offered at the best value, and is submitted by a service provider with expertise and a proven implementation track record for delivering successful systems. Gwinnett County reserves the right to reject any or all proposals, in whole or in part, to negotiate changes in the scope of services and to waive any technicalities as deemed in its best interest.

Selection Criteria

Selection of the successful service provider will be based upon submission of proposals meeting the selection criteria. Proposal evaluations will be based on assigned evaluation points using the following minimum selection criteria.

Scoring Criteria Description Points Part I I. Responsiveness The service provider’s ability to follow the proposal preparation instructions outlined in this solicitation including the failure to return required pages, missing signatures, missing documents, etc. This will be considered an indicator of the service provider’s ability to follow instructions should they receive an award for this solicitation.

II. Experience & Qualifications

Experience. (Past performance) Experience as evidenced in the response. This includes, but is not limited to, the experience providing similar services to similar jurisdictions.

Qualifications (Ability to provide the solution).

Specific information on the company’s resources and ability to deliver the required services, providing specific approach/plans (implementation, data conversion, testing, training, cutover) to be used to perform the services. Background on the company, including the number of years in business and past major projects completed as well as the financial position of the company, should the service provider’s company be awarded the contract. Successful service provider shall have the demonstrated ability to provide project management and administrative support to the County.

III. Solution Description

Solution Description.

Specific information provided by the service provider including, but not limited to how the features and functions work, the architecture, supportability, and overall robustness of the solution.

Complexity & Flexibility The ability to be scalable.

IV. Functional Requirements

Functional Requirements.

Ability for the proposed solution to provide the required/desired functions based on the responses to Exhibit B – Functional Requirements Response Workbook.

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Table 2 – Scoring Criteria

Selection process Proposal evaluation

Basis of Short-Listing / Selection

Phase I – Initially, proposals will be evaluated based on their relative responsiveness to the criteria described above and will be scored based on the point values as shown. Please note that references, and subsequent reference checks, are a required component of Phase I scoring.

Phase II – Service providers may be short-listed for further consideration. The Proposal Fee Schedules of the short-listed service providers from Part I will be opened, reviewed, and scored with the lowest cost receiving the most points and the other service providers receiving proportional points based on the differences in proposal costs.

Phase III – At Gwinnett’s discretion, or as deemed in Gwinnett’s best interest, service providers may be short-listed a second time for the interview and demonstration sessions. At this time, Gwinnett may request further information, explanations, clarifications, presentations, interviews, or meetings with some or all of the remaining service providers.

Scoring Criteria Description Points Part I V. Implementation & Project Management

The ability to support a smooth implementation through Project Management Institute (PMI) methods and standards, robust training, and service delivery.

VI. References The quality of the references and their feedback will be taken as further indication as to the service provider’s ability to provide, implement and support the solution they are proposing to the County.

VII. Pricing Solution pricing will not be the sole deciding factor in the selection process but will be considered as part of the evaluation process. All Pricing should be included only in Exhibit C - Pricing Response Workbook. (To be submitted in a separate sealed envelope.)

Total Points 100 Part III Optional Virtual Interview/Demonstration

The service provider’s solution capabilities and response to oral questions will be considered an indicator of the robustness of the proposed Solution and the service provider’s ability to meet the functional requirements in a manner that is seamless and consistent with the County’s vision, processes, and timelines. At the County’s discretion, product demonstrations prior to making a final selection may be required. If conducted, the demonstrations will follow a County-structured format.

Product demonstrations will be conducted on a currently operational, i.e., in production, version of the total Solution that is being proposed.

Additional Solutions This optional information on additional products is not scored.

Total Points 120

RP020-22 Page 19

If interviews/demonstrations are necessary for selection, details on the scoring criteria for interviews will be provided along with notification of the scheduled interview.

All interviews and demonstration sessions will be the sole responsibility of the proposing service providers and at no cost to Gwinnett.

If an agreement with the highest-ranked service provider cannot be reached, Gwinnett may then negotiate with the second-ranked service provider and so on until a satisfactory agreement has been reached.

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PROPOSAL RESPONSE FORMAT

The format of each proposal is to contain the following data and elements organized into separate Sections and Subsections as outlined in the Proposal Compliance Table, Table 3, below. Service providers should clearly label Sections and Subsections in the proposal response as indicated in Column 1 of the Proposal Compliance Table. Modifications, additions, or changes to the terms and conditions of this proposal may be reflected in the score the service provider’s response receives.

For reference, the County has indicated in The Proposal Compliance Table, the general scoring components for each area of the service provider’s proposal response. The list is not all-inclusive;

however, it does provide the general areas of scoring. Service providers are to address each of the interrogatories, i.e., numbered questions in Proposal Response as part of the proposal submittal. For each numbered interrogatory, the response should include the number of the question, the question restated, and then service provider’s response immediately following that question.

Table 3 - Proposal Response

Proposal Response Section/ Subsection Description Included in Proposal

Response (Y/N)

SECTION 1 PROPOSAL INTRODUCTORY

DOCUMENTS/RESPONSIVENESS – 5 Points

• Cover Sheet

• Table of Contents

• Cover Letter/Executive Summary

• Acknowledgement that the service provider has reviewed and understands Background and Current Environment.

• Completed Proposal Compliance Table (Table)

• Acknowledgement of review of Gwinnett County IT

Security Requirements for Purchasing (Exhibit A)

SECTION 2

EXPERIENCE AND QUALIFICATIONS OF COMPANIES – 15

Points

• Responses to Questions Q2.1-Q2.15

SOLUTION DESCRIPTION – 25 Points

• Solution technical architecture

• Cloud-based architecture

• Solution security and authentication

• Solution interoperability

• Solution maintenance and support

• Availability and reliability

• Solution Component – Interfaces and Integrations

• Solution Component – Reporting and Dashboards

• Solution Component – Professional Services

• Solution Component – IT Requirements

• Responses to Questions Q3.1-Q3.99

SECTION 3

RP020-22 Page 21

Proposal Response Section/ Subsection Description Included in Proposal

Response (Y/N)

SECTION 4

FUNCTIONAL REQUIREMENTS RESPONSE – 30 Points

The service provider will complete and include the Functional Requirements Response for the following as a separate Excel workbook provided with the proposal.

• Exhibit B: Functional Requirements Response Workbook.

SECTION 5 IMPLEMENTATION AND PROJECT MANAGEMENT – 5

Points

• Responses to Questions Q5.1-Q5.19

SECTION 6 REFERENCES – 5 Points

• Reference Sheets

SECTION 7 PRICING – 15 Points

• Exhibit C – Pricing Response Workbook *

* The service provider will complete and include the Exhibit C

– Pricing Response Workbook, a separate Excel workbook provided with the project costs. The pricing workbook includes multiple worksheets that must be completed in the exact format shown. While rows may be added for additional line items, columns, and structure beyond that cannot be altered.

The pricing information is to be placed in a separate sealed envelope. No pricing information is to appear in the body of the proposal response. Doing otherwise risks the service provider and their respective response being deemed non-compliant and being disqualified from the review process.

RP020-22 Page 22

Proposal Response Section/ Subsection Description Included in Proposal

Response (Y/N)

SECTION 8

RESPONSE FORMS

The service provider will complete and include the Response Forms listed below. Additionally, the service provider should complete and submit the following documents (and any applicable redlines) as part of the proposal response for:

• Service Provider Information Page (including acknowledgement of addenda)

• References Sheet

• Subcontractor List

• Contractor Affidavit and Agreement

• Code of Ethics Affidavit

• Insurance Requirements

• General Conditions to Service Provider Agreements

• Sample Service Provider Contract

• No Bid Response (if applicable)

• General Instructions for Proposers, Terms and

Conditions

Required Contract Provisions for Non-Federal Entity Contracts Under Federal Awards - Appendix II to 2 CFR Part

SECTION 9 ADDITIONAL SOLUTIONS (optional)

The service provider may provide information for additional solutions or services that are available to its clients that may not be specified in this proposal. The interrogatory questions responses are to be included in the body of the proposal in this section. The cost information for these additional solutions is to be responded to on the tab named Additional Solutions.

The Additional Services are not considered in the scoring criteria and selection process.

• Pricing on tab “Additional Solutions” in Exhibit C – Pricing Response Workbook

• Responses to Questions Q6.1-Q6.2

** If the service provider does not wish to respond to this section should indicate “NA” in the response to the interrogatory questions in this section.

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PROPOSAL RESPONSE SECTION 1 – INTRODUCTORY DOCUMENTS – 5 Points

This section of the service provider’s proposal response should be identified as “SECTION 1 – INTRODUCTORY DOCUMENTS” and include the items listed below in the order indicated below.

• Cover Sheet, first page of the proposal response, to include the following at a minimum:

o Request for Proposal Number and Name.

o The company submitting the proposal response (service provider).

o Date of Submission.

o Point of Contact (service provider).

• Table of Contents that includes all major response headings and pages numbers. Note: All pages in the proposal response should be uniquely numbered.

• Cover Letter/Executive Summary, to meet the following at a minimum:

o On company letterhead.

o Signed by a person with the corporate authority to enter into any contract which results from the proposal.

• Executive Summary, to meet the following at a minimum:

o Overview of service provider company and all partners that make up the proposed solution.

o List of products/modules that make up the complete proposed solution.

• Acknowledgement that service provider has reviewed and understands Background and

Current Environment.

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PROPOSAL RESPONSE: SECTION 2 ‐ EXPERIENCE AND QUALIFICATIONS OF THE COMPANY

15 Points

Identification information

The service provider must submit a SaaS solution that meets the functional requirements and other criteria outlined in this proposal.

Provide a detailed response to each of the items below. Be sure to include the question # and question repeated before each corresponding response.

• Q2.1. Identify the prime service provider information and explain if there are any subcontractors, partners, and parties that are part of the proposed solution. This should include the information listed below at a minimum.

o Service provider’s full legal company name.

o Service provider’s organizational structure (individual, partnership, or corporation;

private or public; profit or non-profit).

o If the service provider is a corporation, formal proof of the…