1 | Page Use or disclose of any data contained on this page is subject to the restriction on the title page of the proposal

TAB A: TITLE PAGE {RFP Section 5.3.2.A}

Response To:

AGILE DIGITAL EXPERIENCE PRODUCT

TRANSFORMATION (ADEPT)

RFP NUMBER: BPM044061

Issued By:

Maryland Department of Information Technology

Due Date & Time: 06/21/2024 at 5:00 PM Local Time

Volume I – TO TECHNICAL PROPOSAL

Response To:

Agile Digital Experience Product Transformation (ADEPT)

RFP NUMBER: BPM044685

Issued By:

Due Date & Time: Friday, August 2nd, 2024 at 5:00 pm Local Time

Volume I – TECHNICAL PROPOSAL vTech Solution, Inc.

You Seek, We Deliver

Submitted By:

vTech Solution, Inc.

1100 H Street N.W. Suite 850

Washington DC 20005

Email: rfp.vtech@vtechsolution.com Phone: 202.644.9774

Submitted To:

Maryland Department of Information Technology

Hanta Ralay, Procurement Officer

45 Calvert St., Annapolis, MD 21401 email: Hanta.Ralay@maryland.gov

Office Phone: 410-260-7338

This document contains confidential and proprietary information intended solely for the recipient identified on this title page. Unauthorized use, disclosure, or reproduction of any part of this document is strictly prohibited and may be subject to legal ramifications.

Any access to, possession of, or reliance on this document by unintended recipients is unauthorized and may result in legal consequences.

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TAB A-1: Claim of Confidentiality {RFP Section 5.3.2.B}

The following sections of this proposal contain confidential and/or proprietary information. This information is identified by page and section number. The explanation for each claim of confidentiality is also provided as required by Section 4.8 “Public Information Act Notice”.

1. Minimum Qualification

Section: TAB D – Experience and References

Page: 11 - 15

Explanation: This section contains our references contact information.

2. Experience and References

Section: TAB E – Preferred Offeror Experience

Page: 16 - 20

Explanation: This section contains our references contact information.

3. Case Studies

Section: TAB E

Page: 26 - 28

Explanation: These case studies contain detailed descriptions of our past projects and methodologies, which are proprietary and sensitive. Public disclosure could reveal trade secrets and sensitive client information.

4. Company Financials

Section: TAB F

Page: 32 - 34

Explanation: This section contains our company’s detailed financial information, which is confidential and proprietary. Disclosure could harm our competitive position and violate financial privacy.

5. Artifacts

Folder Name: Attached separately as Zip folder named Artifacts_vTech Solution_Confidential

Explanation: This folder contains artifacts from our Federal and State government contracts for similar services. All files are highly confidential and we expect State to maintain the confidentiality of the documents shared here solely for evaluation purpose.

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Table of Contents

TAB A: Title Page {RFP Section 5.3.2.A}

TAB A-1: Claim of Confidentiality {RFP Section 5.3.2.B}

TAB B: Offeror Information Sheet and Transmittal Letter {RFP Section 5.3.2.C}

TAB C: Executive Summary {RFP Section 5.3.2.D}

TAB D: Minimum Qualification Documentation {RFP Section 5.3.2.E}

D.1 Required Experience {RFP Section 1.1.1}

D.2 Required Documentation {RFP Section 1.1.2}

TAB E: Offeror Technical Response to RFP Requirements {RFP Section 5.3.2.F}

E.1 Offeror Qualifications and Capabilities {RFP Section 5.3.2.F.1}

E.2 Collaboration Strategy {RFP Section 5.3.2.F.2}

E.3 Design and Development Approach {RFP Section 5.3.2.F.3}

E.4 Team Management and Staffing plan {RFP Section 5.3.2.F.4}

E.5 Agile Methodology Application {RFP Section 5.3.2.F.5}

E.6 Organizational Ethos {RFP Section 5.3.2.F.6}

E.7 Case Studies {RFP Section 5.3.2.F.7}

E.8 Artifacts {RFP Section 5.3.2.F

E.9 Exceptions {RFP Section 5.3.2.F.9}

E.10 Problem Escalation Procedure {RFP Section 5.3.2.F.10}

TAB F: Financial Capability {RFP Section 5.3.2.G}

TAB G: Certificate of Insurance {RFP Section 5.3.2.H}

TAB H: Subcontractors {RFP Section 5.3.2.I}

TAB I: Legal Action Summary {RFP Section 5.3.2.J}

TAB K: Technical Proposal - Required Forms and Certifications {RFP Section 5.3.2.L}

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TAB B: Offeror Information Sheet and Transmittal Letter {RFP Section 5.3.2.C}

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Transmittal Letter

August 2nd, 2024

To: Hanta Ralay, Procurement Officer

45 Calvert St., Annapolis, MD 21401

Re: “Solicitation # BPM044685 - Agile Digital Experience Product Transformation (ADEPT)”

The Maryland Department of Information Technology (DoIT) can secure unparalleled digital services by selecting an established technology modernization partner like vTech Solution Inc. (vTech). With over 18 years of successful federal and state contracting experience, we are uniquely positioned to deliver high-quality services for the Agile Digital Experience Product Transformation (ADEPT) contract. We understand the importance of creating consistent and intuitive digital interactions for residents and are committed to leveraging our experience in digital transformation to achieve this goal. Our proposal outlines our comprehensive approach to delivering user-centered, accessible, and secure digital services. vTech brings a wealth of capabilities and qualifications to this project, including:

✓ In-House Expertise: An in-house team of seasoned professionals with expertise across various digital disciplines, ensuring high-quality delivery in user research, Human centric design, content strategy, and software development.

✓ Proven Track Record: Successful projects with both federal and state clients, such as the USDA

National Agricultural Library (NAL), Federal Mine Safety and Health Review Commission

(FMSHRC), DC Water, and Baltimore County Housing Authority (BCHA), where we have delivered high-impact digital solutions.

✓ Robust Agile Methodology: Our approach ensures iterative development, continuous feedback, and adaptability, allowing us to meet the dynamic needs of Maryland residents effectively. Our methodologies are aligned with the best practices outlined in the Digital Services Playbook.

✓ Collaboration Strategy: We emphasize building strong, trust-based relationships with State agencies and stakeholders. Our approach includes extensive user research, co-creation, and continuous user feedback to ensure that the solutions we deliver truly meet their needs.

We are confident that our proposal meets the objectives of the ADEPT contract and will significantly enhance the digital landscape of Maryland. Our solutions are designed to simplify residents' access to state resources, improve digital user experiences, set operational standards, and secure skilled talent for efficient and inclusive digital services. Enthusiastically, vTech stands ready to provide DoIT with exceptional Agile digital services, fully aligned with the directives outlined in RFP BPM044685 and all 3 amendments received. We are excited about the opportunity to contribute to the success of Maryland's digital landscape and technology initiatives. Should you require any additional information, please contact us at rfp.vtech@vtechsolution.com. We look forward to the opportunity to discuss our proposal further and highlight how vTech can add value to the State’s digital vision and initiatives.

Sincerely, Anisha Vataliya, President vTech Solution, Inc

1100 H Street N.W. Suite 850

Washington DC 20005 mailto:rfp.vtech@vtechsolution.com http://www.vtechsolution.com/

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TAB C: Executive Summary {RFP Section 5.3.2.D}

Understanding of the Scope

The Maryland Department of Information Technology (DoIT) has issued this Request for Proposals (RFP) to develop a streamlined enterprise-wide method for obtaining digital service support from qualified offerors. This initiative, led by the Maryland Digital Service (MDDS), aims to enhance the digital experiences for Maryland residents, ensuring these interactions are user-centered, accessible, and secure.

The goal is to simplify the procurement of digital services across the state, providing agencies with access to specialized and comprehensive digital service capabilities. The scope encompasses a wide array of activities, including user research, user-centered design, agile software development, accessibility testing, deployment activities, and more.

As per RFP Section 4.16 – Offeror Responsibilities, vTech will provide all goods and services and meet requirements specified. vTech takes full responsibility for contract performance, including any subcontractor participation. Our subcontractors are identified below executive summary, with a complete description of their roles relative to the Proposal, ensuring transparency and compliance with any MBE or

VSBE participation goals. vTech submits all relevant information, including references, financial reports, and experience documentation, exclusively pertinent to vTech. We affirm that there is no parent organization involved, and all guarantees of performance are based solely on vTech’s capabilities and qualifications.

vTech's Capabilities and Qualifications

As CMMI DEV Level 3 certified firm, vTech brings over 18 years of experience in delivering innovative digital solutions to federal and state clients, our deep expertise spans user experience design, full stack development, agile methodologies, and cloud-based solutions, ensuring we can deliver high-quality, user-centric digital services at scale. Our in-house team is composed of highly skilled professionals proficient in leading content management systems, emerging technologies, security and cloud management. Our team has successfully executed complex projects such as the development of the application for the Federal

Emergency Management Agency, which improved user experience and accessibility for millions of users, and the implementation of a robust content management system for the U.S. Department of Agriculture, facilitating better information dissemination and user interaction. Additionally, our work with the DC Water website upgrade project significantly improved online service, accessibility and user engagement.

We employ an agile methodology that is central to our project execution, aligning perfectly with the modern best practices described in the Digital Services

Playbook. Our approach involves iterative development cycles, ensuring continuous feedback and improvement throughout the project lifecycle.

This methodology has been instrumental in projects like DC Water, where we conducted extensive user research, interviews and usability testing to create a system. Similarly, for the USDA CMS Implementation, we leveraged advanced content strategy and plain-language content design to enhance user understanding and satisfaction, following agile practices to ensure timely and efficient delivery. Our team's proficiency extends to various activities including but not limited to automated testing, DevSecOps, and continuous improvement. We will create and maintain automated test suites integrated into our continuous integration workflow, ensuring that new features do not disrupt existing capabilities. Our DevSecOps approach involves close collaboration between engineering and operations to implement CI/CD, production monitoring, and production support, ensuring that our solutions are not only innovative and efficient but also secure and scalable. Here are the four phases, we will follow -

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Phase 1: Commit Code Changes

Phase 2: Code Integrated to Build

Phase 3: Automate the Tests

Phase 4: Deploy to Production vTech places a strong emphasis on accessibility and usability testing, ensuring that all products meet the highest standards of compliance. Our commitment to continuous improvement and staying abreast of current and emerging technologies, such as AI and machine learning, allows us to propose and implement suitable technologies that align with the state's needs. Our experience with integrating open source, COTS, and SaaS solutions into existing or new systems, along with providing configuration, customization, and implementation services, ensures that we deliver personalized, high-quality solutions tailored to the diverse and dynamic requirements of the State’s digital initiatives. Our team is committed to creating consistent and intuitive digital interactions for Maryland residents, leveraging our comprehensive capabilities and robust methodologies.

Differentiators:

✓ Proven Experience: Almost two decades of experience in similar projects, with clients such as USDA, NOAA, DC Housing Authority, and the University of Missouri, demonstrates our capability to deliver impactful digital solutions.

✓ Comprehensive Capabilities: Expertise across various digital disciplines, including user research, agile software development, and human-centered design, ensures holistic project delivery.

✓ User-Centered Design: Commitment to human-centered design and plain-language content creation, enhancing usability and accessibility for all residents.

✓ Agile Methodology: Robust agile methodology ensuring iterative development, continuous feedback, and adaptability to meet dynamic needs.

✓ Automation and Security:

Implementation of automated testing, continuous integration, and DevSecOps practices for secure and reliable software solutions.

✓ Collaboration and

Communication: Strong cross-functional collaboration, ensuring seamless project execution and alignment with stakeholder expectations.

✓ Data-Driven Insights:

Advanced data science and analytics capabilities to support strategic goals and continuous improvement.

✓ Operations & Maintenance Capabilities: Our expertise extends beyond initial development, encompassing ongoing support, updates, and enhancements.

✓ Commitment to Quality: Certified ISO 9001, 20000, 27001 standards and CMMI SVC and DEV

Level 3 appraisal ensuring high-quality and reliable service delivery.

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✓ Application Cybersecurity: vTech enables micro-level application observability and threat prevention services to protect application, cloud workloads, and APIs throughout DevOps lifecycle across any platform. Our Team will help you with following – o Automated threat modeling for DevOps o Run-time API discovery and threat detection o Zero-day threat prevention o Run-time Encryption of Legacy and Modern Apps vTech’s comprehensive approach to the ADEPT contract includes leveraging our in-house team of seasoned professionals and a proven management methodology to deliver efficient, flexible solutions that exceed expectations.

Digital Services Approach:

Understanding User Needs: Our approach begins with thorough exploration and identification of the requirements of the people who will use the service. This involves engaging with both current and prospective users to gain insights into their goals, needs, and behaviors. We employ a range of qualitative and quantitative research methods to gather these insights, ensuring a thoughtful balance in the time spent on research. Prototypes are tested with real users in their natural environments to validate assumptions and gather actionable feedback. The findings from these activities are meticulously documented and shared with the entire team and agency leadership. This collaborative effort results in a prioritized list of user tasks, commonly referred to as "user stories," which guides the development process.

Throughout the project, we continuously test the service with potential users to ensure it remains aligned with their needs and expectations.

Human-Centered Design: We start by mapping out the various ways users interact with the service/product, identifying and prioritizing pain points in the current process. The design of digital components is closely integrated with offline touchpoints to create a cohesive user journey. We establish metrics to measure the service’s effectiveness at each interaction point, ensuring continuous improvement and alignment with user needs.

To showcase our design capabilities, we have created below mockup design variants

(Desktop, mobile and Tab view) for MD Digital Services, please have a look -

Simplicity and Intuitiveness:

Our goal is to create services that are simple and intuitive, eliminating stress and confusion for users. We adopt a straightforward and flexible design style guide. Consistency in design across all related digital services is key, providing users with clear information on their progress throughout the process. Accessibility best practices are strictly followed to ensure inclusivity. Users are given the option to exit and return to the service at their convenience, and the language used is kept familiar and easy to understand. This consistent and user-friendly approach extends across all online and offline touchpoints.

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Agile and Iterative Development: We release a functioning minimum viable product (MVP) that addresses a core user need as quickly as possible, ideally within three months from project inception. This

MVP undergoes frequent usability testing to identify and implement improvements. Effective communication among team members is facilitated through regular meetings, strategy sessions, and collaborative tools.

Team Expertise: A single product owner is designated to oversee the project, with the authority to make decisions and assign tasks. This product owner, with a strong background in product management and technical expertise, ensures that the service meets user needs and manages the feature and bug backlogs effectively. They also maintain a work plan that includes budget estimates and funding sources, and have a strong relationship with the contracting officer. We ensure that our teams include members with experience in creating high-traffic digital services, designing mobile and web applications, and using automated testing frameworks. Expertise in modern development and operations techniques, such as continuous integration and continuous deployment, is essential. We also include security experts to safeguard the service. When external contractors are involved, we work with contracting officers who understand how to evaluate technical competency to ensure successful partnerships.

Automated and Manual Testing: This includes automated performance tests to identify bottlenecks.

While manual tests and quality assurance remain important, automated tests provide consistent and reliable protection against unintentional regressions, allowing developers to release frequent updates confidently.

Plain Language Content: We recognize the critical importance of plain language in ensuring effective communication, accessibility, and inclusivity. Our commitment aligns with the Maryland Plain Language

Initiative’s goals of removing barriers and making government services more accessible to all residents. By using clear, concise, and well-organized language, we help ensure that the audience can find what they need, understand it the first time they read or hear it, and use it to meet their needs. We will use everyday words, present tense, and active voice to convey meanings directly, Also, would avoid jargon and technical terms unless absolutely necessary. We will employ short and simple sentences to enhance readability and utilize adequate white space, bulleted lists, and helpful headings to aid understanding and navigation.

Security Management: Security and privacy are managed through reusable processes, with continuous review and improvement built into the service development and maintenance. We engage privacy, security, and legal officers at the start of designing new services or features to discuss data collection, usage, and security. Pre-certified components are used across multiple services to ensure security. Deployment scripts ensure consistent configuration of production environments.

Data to make Decision: We monitor system performance and user interactions in real-time, using these metrics to identify issues and prioritize improvements. Feedback mechanisms allow users to report issues directly, ensuring that user satisfaction and service effectiveness are continuously measured and enhanced.

Teaming Rationale: vTech, Vion Consultants, Inc., and Experior Technologies have formed a strategic partnership to leverage our combined expertise and deliver exceptional services for the ADEPT contract.

This collaboration ensures a comprehensive approach to meeting the project's requirements, providing a well-rounded team capable of delivering high-impact digital solutions. We are partnering with these two firms to mainly achieve the subcontracting goal established by the State for MBE and VSBE.

Partner Capabilities and Responsibilities

Partner Capability Responsibility

Vion Consultants, Inc.

Agile Software Development

Utilize Agile methodologies to develop and deliver software solutions.

Product/Project Management

Lead project management efforts to ensure timely and efficient delivery.

Experior Technologies

Deployment Activities Manage deployment activities to ensure seamless integration and operation of new solutions.

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Project Management Employ proven methodologies for efficient project delivery within budget and timeframe.

DevSecOps Implement DevSecOps practices to integrate security into the development and operations process.

vTech’s CMMI DEV Level 3 Certification:

vTech is committed to transforming Maryland’s digital landscape by providing unparalleled expertise and innovative solutions that are tailored to the unique needs of the state's agencies and residents. Our holistic approach to digital service delivery, combined with our extensive experience and proven methodologies, ensures that we will deliver measurable improvements in the digital user experience, set clear operational standards, and foster equitable opportunities for businesses of all sizes. By partnering with vTech, the State of Maryland can confidently advance towards a more efficient, inclusive, and innovative digital future.

vTech is not a subsidiary of another entity and does not take any exceptions to the requirements of the RFP and the contract (Attachment M) or any other exhibits, attachments, and amendments.

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TAB D: Minimum Qualification Documentation {RFP Section 5.3.2.E}

D.1 Required Experience {RFP Section 1.1.1}

A. Possess at least three (3) years of experience in designing and developing plain language content, information architecture, website design, and development, as well as designing and implementing digital services applications and software for public sector customers.

vTech has almost two decades of experience supporting similar design and development projects for

Federal and State government agencies. Our extensive track record demonstrates our capability to deliver high-quality digital services, including plain language content, information architecture, website design and development, and software development. Below is a summary of our recent relevant contracts in similar space:

Client Name Project Title Duration

USDA National Agricultural Library Web-Application Operations and Maintenance Services

September 2022 – Ongoing

USDA Office of Partnerships and Public Engagement (OPPE)

Web-Application Development Services

September 2020 – September

Federal Mine Safety and Health Review Commission (FMSHRC)

Website Development Services August 2023 – Ongoing

DC Water Website redesign and upgrade services

November 2022 – Ongoing

DC Housing Authority Website development services October 2022 – June 2023

University of Missouri Coding Portal and Assessment web-application development

December 2023 – Ongoing

Broward County Housing Authority

Web development and ongoing maintenance services

July 2018 – Ongoing

DC Office of Inspector General Web development and maintenance services

October 2019 – Ongoing

B. Achieve a minimum Digital Maturity Self-Score of 25 points total for the Technical and Corporate

Qualifications.

We have achieved a Digital Maturity Self-Score of 37 points i.e. 18 points in Technical Qualification and

19 Points in Corporate Qualifications. We have also provided the supported artifacts to reflect our extensive experience, robust capabilities, and commitment to delivering high-quality digital services. Our proficiency across various domains, including agile software development, human-centered design, cloud services, and advanced data analytics, underscores our readiness to meet and exceed the expectations of the State of

Maryland Digital requirements.

D.2 Required Documentation {RFP Section 1.1.2}

A. Appendix 3: Digital Maturity Self-Score Matrix form

Attached Below

Dimension 1: Digital

Service Concepts

Maturity Agile/Iterative Development

Self

Score Human-Centered Design

Self

Score DevOps

Self

Score Security

Self

Score Accessibility

Self

Score Technical Proficiency

Self

Score Digital Service Playbook

Self

Score Points

Definiton

A methodology that emphasizes flexible planning, customer feedback, and continuous improvement through iterative cycles and collaborative cross-functional teamwork. It prioritizes adaptability to change and quick delivery of value to the customer.

An approach to problem-solving that involves the human perspective in all steps of the problem-solving process. It focuses on designing products, services, or processes with a deep understanding of the users' needs, behaviors, and usage contexts.

A set of practices that combines software development (Dev) and IT operations (Ops) aimed at reducing the system development life cycle and providing continuous delivery with high software quality.

It emphasizes automation, collaboration, and integration between development and operations teams.

In the context of digital services, it refers to the measures, practices, and processes designed to protect networks, devices, programs, and data from attack, damage, or unauthorized access.

The practice of making your websites, apps, and digital content usable by as many people as possible, including those with impairments or disabilities. It involves designing digital products that can be used by people with a wide range of abilities

The expertise and competency in specific technical areas or technologies. This includes the use of programming languages, understanding of data management, and familiarity with AI/ML concepts, ensuring the ability to develop and manage digital solutions effectively.

The practices, strategies, and principles for delivering effective digital services in the government. It typically covers areas such as user-centered design, agile methods, security, and privacy, aiming to improve the quality and efficiency of digital service delivery.

https://playbook.cio.gov/

Level 1: Limited understanding or application

Traditional approach with minimal agility. Teams have basic understanding of iterative deployment but does not consistently apply an agile process approach

Limited user involvement in design. They do not engage or prioritze user-centric design principles

Basic Devops practices with familiarity of basic collaboration between dev and ops teams.

Limited exposure to advanced automation and integration practices

May implement basic security measures but demonstrate a reactive approach to security.

Limited accessibility considerations with a compliance-based or reactive approach to implementing them.

Has limited exposure or use of a variety of programming languages, technologies, understanding of data management and AI/ML

Teams have a basic understanding but lack depth in applying the principles

Level 2: Compliance with general standards and understanding

Basic understanding and adoption of Agile principles. Can apply both single and scaled agile practices based on function, solution, or strategy as appropriate

User research conducted, but improvements needed.

They show awareness of user needs but may not fully integrate feedback loops in the design process

Integration of DevOps Practices are understood and integrated as a workflow. There is an awareness of importance of collaboration, communication and some levels of automation.

Actively integrate security practices into the dev and ops workflows.

Understands the importance but does not have the full automation in place

Compliance with basic standards and implement standards to address fundamental accessibility

Has demonstrated proficiency in core technologies and programming languages

Teams have a solid understanding of most principles but may need refinement in some areas

2 6

Level 3:

Comprehensive and proactive understanding and application of practices

Mature Agile practices, continuous improvement, and collaboration. Can explain the concept of

"why" agile

User-centric approach, regular feedback loops, and iterative design to show a deep commitment to creating user-centric experiences

Showcase advanced expertise to seamlessly integrate DevOps practices across the entire lifecycle. Proficient in advanced automation, emphasizing optimization, and efficient workflows along with strong collaboration skills.

Security is embedded throughout the development lifecycle as a seamless integration in the process. Emphasize proficiency in the automation of security measures.

Go beyond basic accessibility requirements to ensure comprehensive usability, considering diverse user needs and exceeding minimum requirements.

Demonstrated mastery in a wide range of programming languages and technologies relevant to current tech trends and legacy enviornments

Teams have a deep understanding of the core principles and apply it in solutions across the board.

Supporting Artifacts may be attached to

TAB D (See RFP

5.3.2.E) and do not count as part of the

Appendix 3 - Digital Maturity Self-Score Matrix, Technical Qualifications (Page 1 of 2)

Total Technical Qualification Point(s)

Agile Digital Experience Product Transformation (ADEPT)

Solicitation No. BPM044685

Scoring Instructions: Offerors receive one point per Level (e.g., Level 1 = 1 point, Level 2 = two points, Level 3 = three points). Only one level can be selected per column. Enter the score in all the applicable Self-Score column(s) in the white cells. If any of the Level(s) do not apply leave blank.

Artifacts: Per section 1.1.2 of the RFP, Offerors must submit artifacts for each of the categories listed in each column.

https://playbook.cio.gov/ https://playbook.cio.gov/ https://playbook.cio.gov/ https://playbook.cio.gov/ https://playbook.cio.gov/ https://playbook.cio.gov/ https://playbook.cio.gov/ https://playbook.cio.gov/ https://playbook.cio.gov/ https://playbook.cio.gov/ https://playbook.cio.gov/ https://playbook.cio.gov/ https://playbook.cio.gov/

Scoring Instructions: Offerors receive one point per Level (e.g., Level 1 = 1 point, Level 2 = two points, Level 3 = three points). Only one level can be selected per column. Enter the score in all the applicable Self-Score column(s) in the white cells. If any of the Level(s) do not apply leave blank.

Dimension 2: Corporate

Maturity Corporate Culture Self Score Hiring Practices Self Score Knowledge Sharing & Mentorship Self Score Inclusive Work Environment Self Score Equitable Opportunities Self Score Partnering Self Score Digital Service Advocacy Self Score Points

Definition

This refers to the shared values, beliefs, and practices within a company that influence its decision-making and behaviors. A mature corporate culture aligns closely with digital service values, fostering collaboration, adaptability, and a focus on continuous improvement.

The strategies and methodologies a company employs to attract and select candidates. Mature hiring practices ensure a diverse and skilled workforce by integrating inclusivity, strategic alignment, and collaboration with business development teams.

The processes and programs in place for sharing expertise and guiding employee development within an organization. A mature company actively fosters professional growth through comprehensive mentorship and knowledge-sharing initiatives, recognizing these as essential for continuous learning and improvement.

The degree to which a company’s culture and policies support diversity, equity, and inclusion.

Mature organizations have diverse and inclusive teams across all levels, contributing to creative problem-solving and robust policies that are deeply embedded in the organizational culture.

The fairness in access to opportunities and resources for all employees, based on merit and performance.

In mature companies, policies ensuring pay equity and equal opportunities are well-established and supported culturally.

The ability of a company to form strategic partnerships that align with organizational goals and enhance its service offerings. A mature company has well-established networks and demonstrates agility in forming partnerships that address diverse projects or agency requirements, thereby increasing competitiveness.

The extent to which a company engages with and contributes to the wider digital service community.

Mature companies play a leading role in advocating for best practices, actively engaging in conferences, workshops, and industry events, and contributing to discussions through articles, blogs, and speaking engagements.

Level 1: Limited understanding or application

The organization has limited alignment with digital service values, hindering collaboration and adaptability. More of a traditionalist approach to tech implementations exists or there is a lack of an identifiable culture

Lacks strategy and inclusivity that can lead to talent gaps. Limited collaboration with business development or proposal writing to ensure cohesiveness

Mentorship programs, training, and skill building are limited as the billable "work" is prioritized, limiting skill development

Siloed departments with limited policies promoting inclusivity. Diversity and inclusion initiatives may lack alignment with organizational goals

Limited advancement considerations with a compliance-based or reactive approach to implementing them.

Limited success in partnership strategies that align with organizational goals, limited diversity in types of partnerships formed, or partnerships exist but the impact of securing contracts through them is minimal

Limited engagement and involvement with the community, is unclear of the trends and best practices, and limited or no contributions to industry discussions. Limited engagement with stakeholders.

Level 2: Compliance with general standards and understanding

The organization is making progress in creating values and principles and a culture to support them, but there is room for further development.

Strategic alignment is established and effective, but can benefit from improvements around inclusivity and business development opportunities

Some knowledge-sharing and mentorship programs exist but need expansion. Employees are encouraged to self-start, or self-elect to continually improve their skills and abilities

Some diversity, but improvement is needed.

Inclusive policies exist but with limited integration or results.

Compliance with basic standards and implement standards to address pay equity and other equaling operations for employees and managers

The org has successfully formed partnerships that have led to both sub or prime contracts, but the network may not be fully extensive. Demonstrates the ability to strategically choose partners based on requirements and expertise as well as diversification.

Increased visibility in the digital service community by regularly attending conferences, webinars, and industry gatherings.

Periodically contributes to industry discussions through blogs, panels, or speaking engagements.

2 4

Level 3: Comprehensive and proactive understanding and application of practices

The organization has a well established culture which fosters collaboration, company identity, adaptability and is focused on continuous improvement

Regularly included in all strategic decisions, ensuring a diverse and skilled workforce. Full collaboration with bizdev teams to ensure workforce needs can be met.

Actively fosters professional growth and mentorship as a corporate goal. Management ensures lower level employees have skill improvement opportunities

Diverse and inclusive teams are prevalent in leadership and throughout the org and contribute to creative problem solving and solutions. Robust policies are embedded in the organizational culture

Ensures pay equity, equal opportunities based on performance and merit, and has the cultural support around it

Has well-established networks and partnerships, leading to joint ventures and shared initiatives. Demonstrates agility in forming partnerships to address different projects or agency requirements.

Increases competitiveness by leveraging complementary strengths

Plays a leading role in shaping and advocating best practices, fostering a robust government partner network. Actively engages in conferences, workshops, and industry events as a sponsor or speaker. Contributes through articles, blogs, and whitepapers, collaborating with stakeholders to advance the digital service movement.

B. Total Corporate Qualifications Point(s)

TOTAL POINTS A + B =

Appendix 3 - Digital Maturity Self-Score Matrix, Corporate Qualifications (Page 2 of 2)

Agile Digital Experience Product Transformation (ADEPT)

Solicitation No. BPM044685

Per section 1.1.2 of the RFP, artifacts for the Corporate Qualification are not needed as part of the minimum qualifications; however, they may be requested as part of the Oral Presentation, if applicable.

Total Corporate Qualifications Point(s)

A. Total Technical Qualifications Point(s)

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B. Artifacts for the Technical Qualifications

All required artifacts are attached in a zip file named Artifacts_vTech Solution_Confidential. This zip file contains three separate subfolders that meet the artifacts requirements for Minimum Qualifications, Case Studies, and Preferred Offeror Experience.

Below is the list of Artifacts to demonstrate our capabilities around Digital Maturity Self Score Matrix

Technical Qualification Area

Folder Name Sub-Folder Name File Name

Agile/Iterative Development

1_Minimum Qualifications

(TAB D)

1_1_AgileDevelopm ent

• Agile Jira Artifacts

• DCW __ Daily Scrum Meeting

• DCW Sprint 9 Review & Demo Meeting_07202023_V0

• vT_DCW_Client_MoM_V0

• vT_FMSHRC_EST_MoM

• vTech_DCW_DailyScrum_MoM

• vTech_DCW_Retrospective_Sprint_4-062824

Human-Centered Design

1_2_Human- Centered_Design

• DC Water - Design Session for Customer Service

• DC Water - Design Session for Finance & Compliance

• DC Water Human Centric Design

• DC Water Redesign Document Flow

• vTech_Maryland Digital Service_Mockup_V0

DevOps 1_3_DevOps • DevOps_vTech Solution Inc

Security 1_4_ Security • DCW VA JULY 2024

• FMSHRC VA JULY

Accessibility 1_5_Accessibility • vTech_DCWater_1632_ADA_Compliance_V1

• vTech_FMSHRC_2680_ADA_Report_V4

Technical Proficiency

1_6_TechnicalProfici ency

• CodeRepositories

• ProjectCaseStudies

• Teams_Technical_Certifications

• WhitePaper

Digital Playbook 1_7_DigitalPlaybook • Agile Jira Artifacts

• DC Water Human Centric Design

• DevOps_vTech Solution Inc

• vTech_DCWater_1632_ADA_Compliance_V1

• vTech_Maryland Digital Service_Mockup_V0

C. References

Client Name: DC Water and Sewer Authority

Contact Details of POC: Gopi Joshi, Sr. IT Project Manager | 202-787-2287 | Gopi.Joshi@dcwater.com

Contract Value, Type, Duration: $175k, Firm Fixed Price, November 2022 - Ongoing

Description of the Services: vTech collaborated with DC Water to redesign their website, aiming to provide an intuitive and comprehensive gateway for stakeholders and the public. The project focused on integrating complex information into an intuitive structure while ensuring seamless navigation across devices. Our approach centered on user-centered design, where we conducted stakeholder interviews and user surveys to gather requirements and feedback, followed by usability testing with prototypes to ensure the design was intuitive and accessible. We meticulously incorporated DC Water’s brand identity with modern design aesthetics to maintain a visually mailto:Gopi.Joshi@dcwater.com

15 | Page Use or disclose of any data contained on this page is subject to the restriction on the title page of the proposal engaging yet professional presentation. Employing an agile methodology, we conducted bi-weekly sprint demo meetings to facilitate iterative development, allowing for continuous feedback and adjustments, and maintaining transparency and adaptability throughout the project lifecycle. Utilizing Drupal 10 CMS for robust content management and scalability, we ensured the website was responsive and mobile-friendly, enhancing user experience across all devices. This collaborative effort resulted in a user-friendly website that effectively communicated DC Water’s services and projects while providing an enhanced user experience through intuitive navigation and accessible design.

Client Name: Federal Mine Safety and Health Review Commission (FMSHRC)

Contact Details of POC: Keng Soon Goh | 202-893-1272 | kgoh@fmshrc.gov

Contract Value, Type, Duration: $280k, Firm Fixed Price, August 2023 - July 2028

Description of the Services: vTech collaborated with the Federal Mine Safety and Health Review Commission (FMSHRC) to enhance and modernize their web application infrastructure. We expertly managed the upgrade and migration of their web application to a more robust platform, ensuring a seamless transition with minimal downtime. Our user-centered design approach involved thorough stakeholder engagement and usability testing to align the application with user needs. Utilizing agile methodology, we conducted regular sprint demo meetings to maintain transparency, facilitate iterative improvements, and incorporate continuous feedback. Additionally, we provided ongoing support, including monthly vulnerability assessments, to proactively identify and mitigate potential security risks. The FMSHRC benefited from improved performance, security, and user satisfaction, reinforcing their decision to trust vTech with their critical technology needs.

Client Name: Obverse Inc.

Contact Details of POC: James Detherage, President/CEO (202) 291-0677 x-301 | jdetherage@obverse.net

Contract Value, Type, Duration: $350k, Firm Fixed Price, April 2020 – June 2022

Description of the Services: vTech partnered with Obverse Inc. to deliver an accessible and user-centric website design, development, and managed secure hosting services. Our approach focused on crafting an intuitive, user-friendly interface that adhered to the highest quality standards and complied with accessibility guidelines, ensuring an inclusive experience for all users, including those with disabilities. We utilized the latest web technologies to enhance functionality and user engagement, ensuring the website was responsive and optimized for various devices. In addition to design and development, our robust security measures were implemented to protect sensitive data, maintaining confidentiality and compliance with applicable laws and regulations. This included regular security assessments, encryption protocols, and continuous monitoring to proactively identify and address potential vulnerabilities. We provided Obverse Inc. with seamless, efficient performance, leading to enhanced user satisfaction and operational efficiency. The improvements not only met but exceeded their expectations, resulting in a significant boost in user engagement and satisfaction metrics. Impressed with the quality and reliability of our services, Obverse Inc. extended our contract for ongoing secure hosting and support, entrusting us with their continued digital presence and operational needs.

mailto:kgoh@fmshrc.gov mailto:jdetherage@obverse.net

16 | Page Use or disclose of any data contained on this page is subject to the restriction on the title page of the proposal

TAB E: Offeror Technical Response to RFP Requirements {RFP Section 5.3.2.F}

E.1 Offeror Qualifications and Capabilities {RFP Section 5.3.2.F.1}

Experience and Personnel {RFP Section 3.11}

Preferred Offeror Experience

A. Web Experience:

vTech has over a decade of experience in designing and developing plain language content, information architecture, and websites for government entities, including Federal, State, and Local agencies, as well as similarly regulated industries. Our extensive portfolio demonstrates our capability to deliver high-quality digital services that meet the stringent requirements of these sectors.

1. References

Client Name: DC Water

Contact Details of POC: Gopi Joshi, Sr. IT Project Manager | 202-787-2287 | Gopi.Joshi@dcwater.com

Contract Type, value and Duration: $175k, Firm Fixed Price, November 2022 - Ongoing

Description of the Services: vTech collaborated closely with DC Water to address their digital needs, focusing on website design and development that would serve as a comprehensive gateway for their stakeholders and the public. DC Water required a user-friendly interface that could effectively communicate their services, projects, and educational resources to a diverse audience. The challenge included integrating complex information into an intuitive structure while ensuring seamless navigation on various devices. Understanding the importance of DC Water’s brand identity, our team meticulously combined their existing branding elements with modern design aesthetics, aiming for a visually engaging yet professional presentation.

Client Name: Federal Mine Safety Health and Review Commission

Contact Details of POC: Keng Soon Goh | 202-893-1272 | kgoh@fmshrc.gov

Contract Type, value and Duration: Firm Fixed Price, $587k, 08/01/2023 - 07/31/2028

Description of the Services: We successfully upgraded the website to Drupal 10, providing a stable, secure, and scalable platform. The new design and enhanced functionalities improved the user experience, making it easier for administrators, content editors, and visitors to interact with the site. The project ensured compatibility with modern web standards and accessibility guidelines, enhancing inclusivity and reach. Additionally, the modern content management system streamlined content updates and management processes, increasing operational efficiency for the FMSHRC team.

Client Name: USDA NAL

Contact Details of POC: Sherry Panzer, IT Project Management Lead/CO sherry.panzer@usda.gov

Contract Type, value and Duration: Firm Fixed Price, $5M, 09/30/2022 – 09/29/2026

Description of the Services: vTech provided agile development and maintenance support to NAL, resulting in significant improvements in application performance and reliability. Regular updates and proactive troubleshooting have enhanced operational efficiency and reduced downtime, ensuring continuous improvement of NAL’s digital infrastructure. Our efforts have ensured that the systems remain cutting-edge and adaptable, aligning IT services with NAL’s business objectives and providing tangible benefits that enhance overall IT capability. Our service delivery approach for web-application support is guided by DevOps, DevSecOps, and Information Technology Infrastructural Management (ITIL) framework. We provided ongoing application support including minimizing downtime and maintaining seamless operations. To further enhance application performance, our team provided comprehensive analysis, design, programming, and documentation efforts.

2. Screenshots of work performed including: Screenshots/Artifacts are included as a separate Zip folder with subfolder name - 3.0 Artifacts_Preferred Offeror Experience.

Folder Name Sub-Folder Name

Sub-Sub-Folder Name File Name

3_1_WebExperie nce

Code_repositories

• DC Water Drupal 10 Code

• FMSHRC Repository mailto:Gopi.Joshi@dcwater.com mailto:sherry.panzer@usda.gov

17 | Page Use or disclose of any data contained on this page is subject to the restriction on the title page of the proposal

3_Preferred_ Offeror_Exper ience (TAB E)

Human- Centered_Design

• DC Water Human Centric Design

• DC Water Redesign Document Flow

Deployed_Websites • Deployed Website Links

Website_Architecture

• DC Water Website_Architechture

• DC Water_Content Strategy

• Entire DC Water Site Map

Wireframes_prototypes

• DC Water - Design Session for Customer Service

• DC Water Redesign Document Flow

• DC Water_CustomerCenter

• DC Water_FinanceDepartment

• DC Water_ProcurementDepartment

Workflow_management • WorkflowManagement_JiraScreenshots

B. Application System and Software Development

Our experience is backed by successful projects with multiple government agencies. Below are three references from the past five years that collectively attest to our required years of similar experience in providing digital services:

1. References

Client Name: University of Missouri

Contact Details of POC: Andy Frey, Professor | 573-882-0920 | afrey@health.missouri.edu

Contract Type, value and Duration: Firm Fixed Price, $30k, December 2023 - Ongoing

Description of the Services: The primary objective of the project was to develop a user-friendly coding platform tailored to the specific needs of researchers and coders at the University of Missouri.