RP024_26 INV.pdf

August 26, 2026

REQUEST FOR PROPOSAL

RP024-26

The Gwinnett County Board of Commissioners is soliciting competitive sealed proposals from qualified service providers to for the Provision of a Re-Entry Management System on an Annual Contract for the Gwinnett County Sheriff’s Office.

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 PM local time on Friday, September 18th, 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 service providers will be read at 3:00 PM. Please use the link found here to join, or by dialing 1-323- 676-6170. Access Code is: 460 514 88#. Apparent bid results will be available the following business day on our website.

Questions regarding proposals should be directed to Bethany White, Purchasing Associate II at Bethany.White@GwinnettCounty.com or by calling 770-822-5149 no later than 3:00 PM on Tuesday, September 8th. Proposals are legal and binding upon the proposer when submitted. One unbound single-sided original, five

(5) copies, and one (1) digital copy on a flash drive should be submitted.

Successful services providers 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-7 or higher.

Gwinnett County does not discriminate based on 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 the ADA Coordinator at the Gwinnett County Justice and Administration Center 770-822-8165.

The written proposals 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 the award on the County website, www.GwinnettCounty.com, and service provider submitting a proposal will be notified via email.

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

Bethany White Purchasing Associate II

The following pages should be returned with your proposal: Service Provider Information, Page 31 Contractor Affidavit, Page 32 Code of Ethics Affidavit, Page33 https://teams.microsoft.com/meet/243966584574297?p=iXuDrZiY6aEiBFPQhT mailto:Bethany.White@GwinnettCounty.com http://www.gwinnettcounty.com/

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INTRODUCTION

The intent of this Request for Proposal (RFP) is for the Gwinnett County Government, located in Gwinnett County, Georgia to obtain proposals from service providers for a Re-Entry Management System.

The Gwinnett County Sheriff’s Office (GCSO) created the Gwinnett Re-Entry Intervention Program (GRIP) to provide opportunities for restoration, recovery, and preparation for successful re-entry into society.

GRIP is a specific re-entry and intervention program for justice-involved individuals who might otherwise have difficulty assimilating with society. It is a collaboration between the Jail and community partners that strives to link soon-to-be-released and recently released inmates with the resources necessary to become self-sufficient and reduce recidivism. GRIP assists those individuals in areas such as housing services, limited mental health services, rehabilitation, employment, identification services, vocational services, food and clothing resources, veteran resources, and limited transportation.

• The GRIP Program has collaborated with local partners/businesses to create the GRIP Vocational

Program. This program provides inmates with specialty training courses that will give them knowledge and experience for their labor at the Gwinnett County Jail. After successfully passing the course, the inmates will receive a certificate they can provide to potential employers. The GRIP Vocational Program will provide Training Standards packets in the areas of Basic Animal Handling (Gwinnett County Animal Welfare and Enforcement), Basic Food Handling (Kitchen Work Detail), Environmental Services (Janitorial Details, Floor Crews, and K-Vac Crews), Grounds Maintenance, and Laundry Services.

• The Barracks, Restoration and Recovery, and Fresh Start Gardens programs were developed as therapeutic communities focusing on accountability and growth through teamwork and cooperation.

The County is interested in solutions that have a proven track record of providing the necessary functionality described by this proposal to private practices and/or other government jurisdictions of similar size and complexity as the Gwinnett County’s Sheriff’s Office. The proposed solution should meet the requirements outlined in the request for proposal and service providers should be prepared to demonstrate those capabilities during an in-depth demonstration, 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.

The County intends to award a contract for this RFP 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 proposed service provider. Proposals must be signed in ink by a company official who has the authority to commit company resources

The RFP 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. A sample contract has been included for review by the proposer’s legal counsel.

Finally, all proposed solutions must comply with the requirements outlined in Attachment A - Security Requirements for Purchases with any exceptions being itemized and explained, or the proposal response may be deemed non-responsive and not scored by the County. The County reserves the right to accept or deny those exceptions.

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BACKGROUND AND CURRENT ENVIRONMENT

This Section of the RFP provides background on Gwinnett County, the Gwinnett County Sheriff’s Office, and the Gwinnett County Department of Information Technology Services.

County Background

Gwinnett County, Georgia is a suburban county, located approximately 30 miles northeast of Atlanta, Georgia. The County has an estimated population of approximately 1,020,157. Currently, the County has a total of 6,105 authorized positions, including appointed and elected officials.

The governing authority of the County consists of a five-person Board of Commissioners, including a full-time chairman elected at large and four Commissioners elected on a district basis. The County operates under the County Administrator form of management and has thirteen operating departments. The County Administrator reports directly to the Board and oversees the activities of the appointed County department heads. In addition, the County Administrator's Office also acts as a liaison for the Board with other elected officials.

Gwinnett County government provides a wide array of services to its residents including "traditional" county government functions such as construction and maintenance of roads and court-related activities, as well as municipal functions such as police, fire, recreation, emergency services and water/waste services. The County Organizational Chart is shown below.

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Gwinnett County Sheriff’s Office

The Gwinnett County Sheriff’s Office (GCSO) serves the population of Gwinnett with over 800 sworn and non-sworn employees. The Sheriff’s Office is responsible for the security of the Gwinnett County Justice and Administrative Center (GJAC) and operations of the county jail. The Sheriff’s Office is also responsible for the serving of civil and criminal warrants. The Gwinnett County Sheriff’s Office is certified by the National Commission on Correctional Health Care (NCCHC).

Gwinnett Department of Information Technology Services

The Department of Information Technology Services (DoITS) is made up of over 200 business and technology professionals that deliver innovations and services to all Gwinnett County departments.

DoITS is responsible for providing support and delivery of technological solutions and innovations throughout the Gwinnett County Government.

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SCOPE OF SERVICES

Project overview

GCSO is seeking to procure a SaaS based software solution that will create operational efficiencies to support personnel overseeing the GRIP program and allow for the facilitation of successful participant re-entry. Key features of this solution should include:

• Standardize and Streamline Intake Processes – The solution should automate the current manual intake processes.

• Support Tailored Case Management – The solution should allow GCSO to customize participants’ plans based on current GCSO processes, participant risk/needs, and available resources. Plans should be configurable based on each participant's assessed risks, needs, strengths, goals, supervision level, and case status. Case managers should be able to modify plans throughout the participant's lifecycle as circumstances, assessments, compliance, or resource availability change, while maintaining a complete audit trail of updates. The solution should also support configurable plan templates, automated recommendations based on assessment results, milestone tracking, task assignments, due dates, and progress monitoring to ensure participant plans remain effective and responsive to changing needs.

• Secure Communication and Information Sharing – The solution should enable secure information sharing, including verbal communications, written communications, and case packet notes, between participants, GCSO personnel, judicial personnel, community partners, and service providers.

• Reporting and Analytics - The solution should provide dynamic reporting for leadership to monitor overall program performance, personnel caseload, and participant outcomes.

• Compliance and Accountability – The solution should allow for the maintaining of audit trails, documentation and reporting as required by state and federal regulations.

The successful service provider solution will include not only the software solution, but also the maintenance and professional services as described in this proposal.

Component systems

The County expects the service provider to provide all the components necessary for a fully functioning solution. Each solution component should work seamlessly and collectively to provide a singular user experience. 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.

Conceptually, the proposed solution should include, but not be limited to, the capabilities/components listed above. The functions (as well as those included in Attachment B – Functional Requirements Workbook) should all work together with no integrations, interfaces or development required by either Gwinnett County or the service provider(s).

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PROPOSAL REQUIREMENTS

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 and demonstration requested by Gwinnett County.

To enhance the evaluation process and provide each service provider with 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 Attachment B – Functional Requirements Workbook and the Pricing Response Workbook in both electronic (Excel and PDF) formats and written formats, as well as a copy of all electronic files on a virus-free USB drive, named as specified in this proposal. Elaborate brochures or presentations beyond what is needed for a complete and effective proposal will not be considered and are discouraged. Elaborate artwork, expensive paper, visual and other presentation aids are not required.

To help us evaluate and select a service provider, please address the specific issues requested in this solicitation. 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.

For any sections that have required questions to answer, please label the question with the corresponding number, re-state the question, and then answer it.

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.

Part I Responsiveness

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

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

a. Request for Proposal Number and Name.

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

c. Date of Submission.

d. Point of Contact (service provider).

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

III. Cover Letter to meet the following at a minimum:

a. On company letterhead.

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

IV. Executive Summary, to meet the following at a minimum:

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

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

V. Acknowledgement that service provider has reviewed and understands Background and

Current Environment.

VI. Acknowledgement of review of Attachment A - Gwinnett County IT Security Requirements for Purchases

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Part II Experience & Qualifications

Experience: This includes experience providing similar services to similar jurisdictions. Background on the service provider such as the number of years in business and past major projects completed.

Qualifications: Specific information on the service provider’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.

The service provider and all partners that make up the proposed solution will use the response to this section to share information related to their experience and qualifications that will be used to evaluate their ability and willingness to provide the proposed solution in the manner required by Gwinnett County.

The service provider is encouraged to provide any additional information to help supplement their response provided it is directly related to this subject and not marketing or sale material or content.

This section of the proposal response should be identified as “SECTION 2 – EXPERIENCE & QUALIFICATIONS OF THE COMPANY” and include the items listed below in the order indicated below.

Identification information

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

• 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.

a. Service provider’s full legal company name.

b. Service provider’s organizational structure (individual, partnership, or corporation; private or public; profit or non-profit).

c. Service provider’s headquarters location address (must be US-based).

d. Service provider’s location address that will be directly responsible for delivery of the proposed solution.

• Q2.2. Identify the other key contacts within the service provider’s organization: such as contacts for technical clarifications, contract negotiations, etc. This should include the information listed below at a minimum.

a. Person(s)’ full name(s).

b. Person(s)’ title(s).

c. Person(s)’ location(s) (city, state).

d. Person(s)’ phone number(s).

e. Person(s)’ email addresses.

Past performance information

The service provider and all partners that make up the proposed solution will use the response to this section to share information related to their experience and qualifications that will be used to evaluate their ability and willingness to provide the proposed solution

RP024-26 Page 9 in the manner required by Gwinnett County. The service provider is encouraged to provide any additional information to help supplement their response provided it is directly related to this subject and not marketing or sale material or content.

• Q2.3. Provide a summary of the service provider’s company history. This should include the information listed below at a minimum.

a. Dates of inception to present.

b. Timelines associated with all acquisitions and changes.

• Q2.4. Provide the following information regarding the service provider size.

a. The total number of full-time employees. (Include a breakdown of how many at the location serving this project and how many elsewhere.)

b. The total number of locations. (Include a breakdown of US versus non-US.)

• Q2.5. If the service provider or any of the proposed sub-contractors had a contract terminated for default during the past three (3) years, this fact is to be disclosed along with the service provider’s position on the matter(s). If the service provider has experienced no such terminations for default in the past, indicate as such.

• Q2.6. Has the service provider’s company ever been party to a buy-out, merger, or company acquisition? If so, explain.

• Q2.7. Has the service provider’s or any service provider employee ever been named in litigation and/or arbitration related to the service provider’s products, services, or for any security breaches? If so, explain.

• Q2.8. Are there any current or past lawsuits against the service provider’s company by current or former clients?

• Q2.9. How many US government agencies with more than 3,000 employees and 500,000 residents are using the proposed solution?

Part III Solution Description

Solution Description: Specific information provided by the service provider to include how the features and functions work, the architecture, supportability, and overall robustness of the solution, as well as an overview of the complexity and flexibility of the solution and how scalable it is.

This section of the proposal response should be identified as “SECTION 3 – SOLUTION DESCRIPTION” and include the items listed below in the order indicated below.

The County reserves the right to award the solution in part and in total, the service provider is required to propose and describe a complete solution that meets all the criteria outlined in this proposal.

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Solution technical architecture

Gwinnett County is seeking a SaaS cloud-based solution that includes all the functionality in a seamless solution. The County prefers the principal user interface to be a web browser, however, optional access through mobile devices is also allowed. The County also requires the service provider to review the Attachment A - Security Requirements for Purchases and respond to all items included by noting the service provider acceptance to all as written or providing “redline” comments back on the contents of that document.

Please respond to the questions below related to the technical architecture of the overall solution as well.

• Q3.1. Describe the technical architecture of the solution and how it would be accessible to County users (through a county computer and mobile devices) and by external users or non-users who are interacting with the solution. This must include any, and all bandwidth assumptions and requirements.

• Q3.2. Provide a complete solution component diagram that not only shows solution components, but also how it will connect the user and County to the cloud-based solution.

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 cloud solution.

• Q3.3. Describe how the solution is licensed? (Note: Do not include pricing information within this answer but indicate how the solution is structured. For example, unlimited users, priced by number of forms, number of workflows, number of fields, number of signatures, number of collaborators, etc. A pricing notebook, Attachment C – Pricing Response Workbook, is provided separately for service providers to provide actual pricing information)

• Q3.4. The solution is expected to be browser agnostic and backward compatible to all actively supported browser versions. Service providers will ensure that the solution is upgraded and maintained to this specification during its lifetime. Include a description as to how many versions backward from current are supported.

• Q3.5. Describe how user management is handled. Include in the descriptions the topics below at a minimum.

a. Single-Sign On integration with Microsoft Active Directory is preferred for all

“licensed users”.

b. General public access to the system must not require licensing.

c. Adding new “licensed end-users”, their roles, and permissions.

d. Delete access for all types of users.

e. Restrict and expand access for all types of users.

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• Q3.6. What is the minimum network connection speed that will still ensure the service provider’s system can meet the System Performance requirements?

• Q3.7. Does any part of the proposed solution require software (other than a browser) to be installed on the client’s device (computer, mobile device, etc.)? If yes, describe the software that must be installed, and the access authorization level required to install it.

• Q3.8. Describe any, and all programming languages that are used for the development, configuration, and customization of the proposed solution?

• Q3.9. Describe any, and all add-on or third-party software required to support the functionality described in the RFP including all functionality indicated in Attachment B

- Functional Requirements Workbooks as Available or Partially Available?

• Q3.10. What is the timeframe for technical obsolescence of the proposed solution?

(For the purpose of this question, the version of the proposed solution would be considered obsolete when support is no longer available.)

Cloud-based architecture

Gwinnett County is seeking a cloud-based solution.

• Q3.11. Describe your cloud-based solution in less than 1 page and then respond to the queries below individually.

• Q3.12. What level of data centers does the service provider use?

• Q3.13. Where do the servers, processes, and data physically reside?

• Q3.14. How often is data replicated and what level of data availability/durability is provided?

• Q3.15. What is the service level agreement (SLA) for uptime?

• Q3.16. Does the service provider’s solution have regular maintenance windows, and if so, what are they?

• Q3.17. Are third parties involved in the provisioning of data center services? If yes, please identify those third parties and provide websites and/or other contact information.

• Q3.18. What services are impacted or unavailable during regular maintenance windows?

• Q3.19. Does the service provider’s hosting environment provide redundancy and load balancing for firewalls, intrusion prevention, and other critical security elements?

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• Q3.20. Do you leverage multiple vendor systems for network appliances?

• Q3.21. Do you have hardware on-premises, or do you rely on purchasing and shipping only?

• Q3.22. Describe the efforts in place to ensure continuous power is available to all critical systems that support the proposed solution.

Solution security and authentication

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 proposed solution(s) must be able to comply and work with the end-point protection and other security requirements of Gwinnett County.

Gwinnett County requires the service provider to respond to all aspects of Attachment A - Security Requirements for Purchases included in this proposal. For compliance, all claims will need to be verifiable with corresponding audit information and/or certificates that meet the respective claims. The service provider should review that document and share any clarifications or exceptions they have with the requirements outlined in that document as they related to the proposed solution.

• Q3.23. Review Attachment A - Security Requirements for Purchases and outline any points of clarification or exception.

• Q3.24. Describe the identification and authentication methods used to ensure that users, non-users, and interfacing applications are identified and verified.

• Q3.25. Describe the identification and authentication methods used to ensure that users, non-users, and interfacing applications can only access data, features, and functionality for which they have been properly authorized (i.e., how roles and permissions are administered and secured). Including how the system utilizes the County’s current security methods of MFA and VPN.

• Q3.26. Describe the ability of the solution to support data tokenization.

• Q3.27. Describe the immunity methods and technologies used to ensure the solution is secure from unauthorized malicious programs. (i.e., viruses, worms, and Trojan horses)

• Q3.28. Describe the methods and technologies used to ensure data integrity. The response should include the following topics at a minimum: (Note: Additional security specific to solution components may also appear in additional questions.)

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a. Data at rest – local to users.

b. Data in transit.

c. Data at rest – in cloud storage within the proposed solution.

• Q3.29. Does the service provider encrypt data at rest? If so, what type of encryption protection does the service provider use and how are the keys managed and secured?

• Q3.30. Describe how compliance is certified and maintained for all sensitive data, (such as PCI, PII, HIPPA, etc.). If compliance and certification is not included for a type of “sensitive” data, then the service provider is requested to explicitly acknowledge and list that data type as an exception. Depending on your response, additional contract documents may be required.

• Q3.31. Describe methods and technology in place to ensure that unauthorized maintenance and updates do not disrupt the security mechanisms of the solution and County systems.

• Q3.32. Describe the testing methods used to ensure the solution can withstand web application vulnerabilities such as those identified by Open Web Application Security Project (OWASP).

• Q3.33. Describe the network security features of the proposed solution and cloud environment. Include the topics below at a minimum in the response:

a. Disabling unassigned IP and switch ports.

b. Specifying IP ports used at the firewall and demark boundaries.

c. Ensuring security updates are in place for items such as firmware, software, and virus protection.

• Q3.34. Describe the role of System Administration in developing and maintaining security profiles. Include the process for changing individual profiles to support personnel movement.

• Q3.35. Describe to what level depth of security and permissions may be controlled across the solution and for each component and module required as part of this solicitation.

• Q3.36. Describe how audit trails are generated and what information is provided.

Include any limitations or constraints.

• Q3.37. Describe how the proposed System manages unsuccessful log-on attempts.

Can the County establish the number of attempts allowed? What is the reporting or alerting mechanism used to communicate unauthorized access?

• Q3.38. Are all data transmissions encrypted, including all server-to-server data transmissions, within data centers?

• Q3.39. Does the service provider provide both physical and logical separation between the encryption keys and the encrypted data?

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• Q3.40. What certifications have the service provider obtained for data protection?

For any, and all certifications listed in the requirements and this proposal, the service provider, and all partners will be required to supply proof of the certification to the County’s satisfaction if requested to do so. For example: FISMA-certified and certified for compliance with NIST, DoD, PCI DSS, ISO 27001, HIPAA, SOC 2, PCI, and FIPS 140- 2.

• Q3.41. Describe all documentation on the procedures for vulnerability management, intrusion prevention, incident response, and incident escalation and investigation related to the proposed solution and the systems that support it.

• Q3.42. Describe how the County can monitor the service, which logs are kept, and how can they be accessed, for example, when there is an incident.

• Q3.43. Does the County retain end-to-end, lifecycle control over where, when, and how data flows and how it is physically stored?

• Q3.44. Describe any, and all, scheduled penetration tests of either the production environment or a designated testing environment.

• Q3.45. Describe any and all AI that is embedded or utilized by the proposed solution.

a. If AI is used, explain if it is deterministic or probabilistic?

b. What data is required for AI to function and will county data be used to enhance the solution’s efficiency?

c. Does the data contain personal, sensitive, or regulated information?

d. How will the data be stored, secured, and accessed?

e. What transparency steps will be provided to The County into how the model works and how often it requires retraining?

Solution maintenance and support

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. 24 hours per day 7 days per week 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 priority level. Additionally, the support agreement should define the role of the service provider’s helpdesk for support.

Technical Support

• Q3.46. Describe the technical solution support provided for the proposed solution.

Include the items below in the description:

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a. Support for County DoITS helpdesk and service desk for escalations in performance.

b. Support for County end-user support.

c. Support for County System Administration support.

d. Phone support – hours of operation.

e. Online chat support – hours of operation.

f. Email support – hours of operation.

g. After-hours and emergency support for DoITS personnel.

• Q3.47. Describe how solution, support, and maintenance issues are reported by Gwinnett County and then tracked, managed, resolved, and status communicated.

• Q3.48. Describe the service provider’s support procedure for the levels of errors.

Include a description of how the service provider prioritizes issues, determines response time, logs support calls; tracks incidents; monitors the escalation of problems; diagnoses and corrects problems online from remote locations; and resolves problems.

• Q3.49. Describe how general support skills are transferred to Gwinnett County technical support personnel for knowledge sharing.

• Q3.50. What is the service provider’s policy regarding support of third-party components included in the proposed system?

• Q3.51 Describe how any required co-managed support for the solution’s third-party components are to be provided by the County.

• Q3.52. Describe the staffing requirements typically required to support the proposed solution based on the size, complexity, functionality, and volume described in this proposal.

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.

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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.

• Q3.53. Include in this section a copy of the service provider’s standard warranty.

• Q3.54. If the proposed system does not include a minimum first-year warranty commencing at final System Acceptance, explain.

• Q3.55. What professional services are included as part of the warranty?

• Q3.56. Will the service provider cover repair costs for work it is unable to perform based upon warranty guidelines?

Release Management and Solution Enhancements

The County requires the service provider to thoroughly describe the proposed roadmap for the proposed solution. This includes not only the functionality enhancement plan, but how those enhancements are prioritized and communicated to the County.

• Q3.57. Describe how new features are released into the Cloud production solution.

Include the items below in the description.

• Q3.58. Describe how new features and functionality are communicated to customers.

Include the items below in the description:

• Q3.59. Do configuration settings carry forward as new features and functions are made available?

• Q.3.60. How are workflows and custom templates ensured to be compatible with new features and functions being added to the solution throughout its lifecycle?

• Q3.61. Are standard interfaces updated to ensure they still work when new features and functions are made available?

• Q3.62. What new features and functions are already planned and committed for release in the next 24 months?

User Management

The County requires the service provider to thoroughly describe the proposed roadmap for the proposed solution. This includes not only the functionality enhancement plan, but how those enhancements are prioritized and communicated to the County.

• Q3.63. Describe how the solution supports configurable roles and permissions?

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Availability and reliability

The County requires the service provider to thoroughly describe the level of reliability and resilience of the proposed solution and the backend systems and technology that enable that solution.

• Q3.64. Describe how the solution and the system that delivers it ensure redundancy of data (stored and in transit) and all related connectivity. Include any potential single points of failure and recommendations on how they can be minimized or eliminated.

• Q3.65. What is the service provider’s Disaster Recovery (DR) Plan? Does it include periodic failover testing that could impact the uptime of the application?

• Q3.66. How often is the service provider’s DR plan refreshed and updated?

• Q3.67. Describe how data stored as part of the solution is retained, archived, and controlled by Gwinnett County as to the amount and retention policies associated with it.

• Q3.68. If an agreement with the service provider is terminated, how will the service provider assist with the transition of data from their cloud to another service provider, including providing Gwinnett County and/or a third party with data in an effective manner?

Solution components

The Functional Requirements Workbook outlines the requirements of what capabilities the solution should immediately be able to provide Gwinnett County and those that interact with the solution (users and non-users, internal and external to Gwinnett County).

• Q3.69. Describe generally how the solution provides users with a modern, intuitive, and easy-to-use interface.

• Q3.70. Describe how the solution provides a consistent experience across multiple platforms and devices.

• Q3.71. Describe how a participant case is created, to include how integrations would be used to create efficiencies.

• Q3.72. Describe how new stakeholders or resource providers are integrated into the solution.

• Q3.73. Describe the various roles/permissions associated with a case.

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• Q3.74. Describe how participants access and view their case, along with associated documentation and/or messages.

• Q3.75. Explain how video conferencing capabilities are supported with the solution.

• Q3.76. Describe the latency within the solution to support real-time case activity reporting.

• Q3.77. Describe how audits on cases are conducted, to include retrieval of associated documentation and communication.

Part IV Functional Requirements

Functional Requirements: Ability for the proposed solution to provide the required/desired functions based on the responses to Attachment B – Functional Requirements Response Workbook. (attached separately)

This section of the proposal response should be identified as “SECTION 4 – FUNCTIONAL REQUIREMENTS RESPONSE” and include the items listed below in the order indicated below.

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

Functional Requirements Response Workbook Structure:

The service provider shall use the Functional Requirements Response to indicate how the service provider can satisfy Gwinnett County’s business needs, functional requirements, and identify the capabilities available in the service provider’s proposed solution as defined in Attachment B – Functional Requirements Response Workbook. The Functional Requirements Response is provided as a separate Excel workbook with the proposal response.

Complete the workbook spreadsheet but do not modify or alter the workbook format in any manner.

Column E in each workbook provides area so that notes or comments can be added while the requirement responses are being prepared. All extraneous notes or comments, e.g., Column E, unrelated to an exception, alternative functionality, or capability should be removed before submitting the Functional Requirements response to the County.

If the response “Partially Meets” is selected to a requirement, the service provider is required to include an explanation, or it will be scored as “No – Does Not Meet”. Service providers are encouraged to provide as much detail as possible if alternative functionality/capabilities are available that partially or alternatively meet the identified functional requirement.

The service provider shall include the workbooks in electronic format on a flash drive for this section.

Below is information about the structure of Attachment B – Functional Requirements Response Workbook as well as instructions on completing the workbook.

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The functional requirements are presented in an Excel workbook with separate categories for each of the major areas of functionality for which requirements have been created.

The Attachment B – Functional Requirements Response Workbook responses will provide Gwinnett County a better understanding of each service provider’s method of providing each functional feature. The County has designated each requirement with the level of importance to the County. The levels include High, Medium, and Low. The level of importance is used in the scoring process.

Completing the Functional Requirements Response Workbook

i. Column A – Req- ID - Indicates the Requirement ID. This column is locked and should not be altered by the service provider.

ii. Column B – Category – Indicates the functional Category of the requirement. This column is locked and should not be altered by the service provider.

iii. Column C – Importance - Indicates the importance that Gwinnett County currently places on the functionality represented by the functional requirement. This column is locked and should not be altered by the service provider.

iv. Column D – Requirement - Describes the functionality, feature, or use for which Gwinnett County seeks a response from the service provider. This column is locked and should not be altered by the service provider.

For some functionality, the requirements may appear to be conflicting or duplicative, where a requirement may ask if a specific function is provided in one way, and then be followed by a requirement that asks if the same function is provided in a different, or potentially conflicting, fashion. This is intentional to determine which way the service provider provides that functionality when there are options.

v. Column E – Response Notes – This is designated for the service provider to enter notes related to their response to the requirement. If the service provider selects a “Yes – Partially meets” response in Column F, they are required to enter information in the Response Notes column. In all other cases entering information in this column is optional.

vi. Column F – Compliance Response Availability - designated for the service provider to indicate to what level the proposed solution provides the functionality, feature, and use indicated in the functional requirement listed on that same row. Service providers should select one of the options listed below for each requirement. Failure to do so will result in that requirement being scored as though it is “No-Does not meet”.

a. YES-Fully meets – the service provider’s solution will provide the described functionality in the system delivered to the County if the service provider’s solution is selected.

b. YES – Partially meets – the service provider takes exception to the specification and must explain the reason for the exception as directed in the column Response Notes.

c. NO-Does not meet – the service provider’s current production system is not capable of performing the function as listed in the requirement and will not be delivered in a system if the service provider’s solution is selected.

vii. Column G – Compliance Response Environment – is designated for the service provider to indicate the environment in which the functional requirement is currently available as part of the proposed solution.

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Service providers should select one of the options listed below for each requirement. Failure to do so will result in that requirement being scored as though it is “Not in any environment”.

a. Production – the feature, functionality, and use described by the requirement is in production and in use at least one customer environment. This does not include trial and beta test – only active revenue-generating customer production status.

b. Development – the feature, functionality, and use described by the requirement is in a development or test status with a customer or the service provider. Service providers are encouraged to provide specific dates for when the functionality, feature, and use will be moved to production as defined above. This additional information can be included in Column E – Response Notes. It is expected to eventually be provided as part of the proposed solution.

c. Roadmap – the feature, functionality, and use described by the requirement on the service provider roadmap to be developed in the next 12 months from the date of the response submission to the request for proposal. It is expected to eventually be provided as part of the proposed solution.

d. Not in any environment – the feature, functionality, and use described by the requirement is not one for which the service provider plans to offer at any time in the foreseeable future as part of the proposed solution.

e. solution is selected.

viii. Column H – Compliance Response Delivery – is designated for the service provider to indicate the level in which the functional requirement is currently included as part of the proposed solution.

Part V Implementation & Project Management

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

This section of the proposal response should be identified as “SECTION 5 – IMPLEMENTATION & PROJECT MANAGEMENT” and include the items listed below in the order indicated below.

It is expected the service provider will also designate a certified Project Manager (PM) to be responsible for all service provider deliverables and work with the County’s PM to ensure all best practices of project management are applied to all phases for the solution planning, execution, control, and closure of the corresponding solution project.

Please Note: In addition, Gwinnett County expects implementation and managed services costs associated with the proposed solution to be priced on project-based milestones, not hourly rates. The specific pricing milestones will be mutually agreed upon during contract negotiations and execution stages with the selected service provider.

Project management

The service provider will be responsible for a PMI certified project manager experienced in managing implementation of the same size and complexity as the one proposed for Gwinnett County government. This includes experience in the following project management areas of expertise:

project planning, risk management, resource management, project monitoring and reporting, configuration management, quality assurance, test planning and execution, training, implementation methodology, implementation support, change management, and documentation (technical and non-technical).

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The service provider will provide Gwinnett County with a PM 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 PM if it feels the relationship is not progressing smoothly. The service provider’s project manager will work with a Gwinnett County-provided PM who will liaise with internal Gwinnett County teams and resources for the delivery of Gwinnett County-owned project tasks.

• Q5.1. Provide a Project Implementation Plan.

• Q5.2. Provide a Statement of Work that breaks down the system implementation by sub-project and delineates service provider and County responsibilities within each milestone task.

• Q5.3. Identify all personnel that will be a part of the service provider’s project team. Provide the following information at a minimum.

a. Resume of the proposed project personnel.

b. List of related engagements similar to the proposed engagement.

• Q5.4. Identify a PM who will be the primary point of contact with the County for the duration of the project through formal project acceptance.

• Q5.5. Use the following format to provide a description of Gwinnett County…