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.

2 | 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-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.

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

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}

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

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

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

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/

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

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 -

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

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.

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

✓ 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.

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

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.

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

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.

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

Figure – vTech’s Organization Structure

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

Our collaboration approach ensures seamless integration of services, efficient communication, and the delivery of high-quality digital solutions that align with the State’s objectives. We use agile methodologies, which emphasize iterative development, continuous feedback, and adaptability. We will conduct regular sprint planning meetings, daily stand-ups, sprint reviews, and retrospectives to ensure that all team members are aligned and informed about project progress and upcoming tasks. It will allow us to rapidly respond to changes and continuously improve our processes and deliverables.

• vTech will establish integrated project, or product teams that include members from both vTech and the State of Maryland. It will enhance communication, share lessons learned, and facilitate the rapid identification of dependencies between various functional entities.

• Our teams will work closely with the State's product owners, stakeholders to ensure that the projects deliver the right solutions and value to the business and end-users.

• We will prioritize user research and user story collaboration to understand the goals, needs, and behaviors of the users.

• Our team will employ a range of qualitative and quantitative research methods (such as 18F

Methods), working closely with the product owner and stakeholders to generate and prioritize user stories based on the research. The findings are documented and shared with the State to ensure a unified understanding and approach to addressing user needs.

• Our teams are cross-functional to ensure that all aspects of a project are considered and addressed comprehensively. We will maintain transparent and open lines of communication with the State and other stakeholders including regular progress updates, status reports, and meetings to discuss project milestones, challenges, and solutions.

ederal tate, Local duca on

Commercial

Data Infrastructure

Desktop elpdesk upport

Data Management

Managed Network upport

Digital xperience

Web App Dev

Accessibil ity

User xperience uality Assurance ecurity Management

Cyber esil ience

Iden ty Access Management ecurity Opera ons

Cyber epor ng

Cloud Management

Migra on

Mul Cloud Management

Automa on

Cost Op mi a on

Cloud overnance

MO

roject Management

Change Management isk Management erformance Management

IT

inance uman esources

Legal

Marke ng Communica on

Opera ons

Recent Experience: Our collaboration approach in DC Water project included user research, surveys, interviews and bi-weekly sprint meetings with Stakeholders to ensure continuous alignment and rapid progress, resulting in a successful website.

✓ 40% Increase in User Engagement

✓ 30% Reduction in Support Queries https://methods.18f.gov/ https://methods.18f.gov/

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

• We use modern standards-based communication protocols and data formats to facilitate interoperability and ensure that different systems can work together effectively. We will provide coaching and mentoring to State teams in agile methodologies, product management, and user-centered design. This helps build the State’s internal capabilities and ensures that the State can sustain and expand its digital services independently in the future.

• We will develop and communicate project metrics to provide insights into the delivery of products and their usage. It will include agile burn-down charts, release roadmaps, and analytics about product usage. We will use these metrics to inform decision-making, identify areas for improvement, and demonstrate the value delivered to the State and its residents.

• We actively seek feedback from users and stakeholders, conduct regular reviews, and implement enhancements to our processes and products. It will ensure that our solutions evolve to meet the changing needs of Maryland residents and State agencies.

vTech will actively involve the users and stakeholders throughout the project, delivering a product that not only meets but exceeds their expectations, ultimately driving the success of the project.

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

We will adopt an iterative design and development approach to ensure that our web application meets the evolving needs of users and stakeholders throughout the project lifecycle.

Design Phase: vTech follows https://designsystem.digital.gov/design-principles/ to design the websites and applications. vTech will employ a comprehensive, iterative design strategy to ensure the development of user-centered and effective solutions. The process begins with the Empathize phase, where vTech conducts extensive user research, including interviews, surveys, and observations, to deeply understand user needs, behaviors, and pain points. Engaging with stakeholders is also crucial at this stage to gather insights into business goals and constraints. Based on these findings, detailed user personas are created to represent different segments of the target audience. vTech synthesizes research findings to clearly articulate the core problems that need to be addressed, formulating specific, actionable problem statements.

A comprehensive list of requirements is then compiled, prioritizing critical features and functionalities. vTech will conduct brainstorming sessions with cross-functional teams to generate a wide range of ideas and potential solutions. Initial concepts and sketches are developed, followed by wireframes and low-fidelity prototypes to explore different design directions. User scenarios and storyboards are created to illustrate how users will interact with the proposed solutions, ensuring alignment with their needs and behaviors. A high-fidelity prototypes and detailed UI designs are created, incorporating feedback from the ideation phase. The technical architecture is defined, and the appropriate technology stack is selected based on project requirements. An Agile methodology is adopted, allowing for iterative development and continuous refinement through regular feedback and testing. Produce and test the final design and get User feedback via surveys, interviews, and support channels to identify areas for improvement and new feature requests. Based on this feedback and performance data, iterative improvements are implemented, and future updates and enhancements are planned and prioritized to ensure the product continues to meet user needs and business goals.

Development Phase: We will begin by conducting a thorough assessment of project requirements, analyzing scalability, performance, security, and integration needs. Then we will carefully evaluate various technology stacks, frameworks, and tools to ensure alignment with both project requirements and our expertise. We will validate the suitability of selected technologies for each unique project. We will break down projects into manageable tasks, prioritize them based on business value and dependencies, and foster iterative development through sprint planning, daily stand-ups, and continuous integration and deployment.

https://designsystem.digital.gov/design-principles/

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

At the beginning of each sprint, we'll prioritize tasks from the product backlog and define the sprint goals. With comprehensive test planning, automation frameworks, bug tracking, resolution, and performance testing ensuring product excellence. Upholding code quality and reviews, we enforce coding standards, conduct regular code reviews, and foster collaboration through programming. We will create comprehensive technical documentation, organizing knowledge sharing sessions, and developing onboarding processes to facilitate team cohesion and efficiency. In every step, risk management and contingency planning are ingrained, with rigorous risk identification, mitigation strategies, and contingency plans ensuring project success. Quality analyst will perform automated and manual testing to validate the functionality of new features. At the end of each sprint, we'll conduct a demo to showcase the completed work to stakeholders and gather feedback. This feedback will inform future iterations and ensure that the development stays aligned with project goals. Based on the feedback from stakeholders and user testing, we'll iterate on the features developed in previous sprints. This may involve adjusting the user interface, optimizing performance, or adding new functionality based on emerging needs. Once a set of features is deemed ready for release, we'll deploy them to a staging environment for final testing. After thorough testing and approval from the client, the features will be deployed to the production environment.

Integrating DevOps and DevSecOps practices, we will automate and streamline the entire software delivery process. Continuous Integration and Continuous Deployment (CI/CD) pipelines will be established to ensure rapid, reliable, and repeatable releases. Infrastructure as Code (IaC) will be employed to provision and manage infrastructure, ensuring consistency and scalability. Security will include implementing security controls, conducting regular security assessments, and ensuring compliance with industry standards. Automated security testing, vulnerability scanning, and code analysis will be part of our

CI/CD pipelines to detect and address potential security issues early in the development process.

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

DOIT can rest assured of mission-essential expertise with vTech’s multi-disciplinary Digital team.

vTech will deploy the right mix of skills and expertise to construct robust and adaptable teams, fostering a culture of continuous learning and improvement. Our teams operate on principles of transparency, regular feedback, and iterative progress. These principles drive efficiency and innovation, allowing State

Agencies to:

✓ React Swiftly to Changes ✓ Enhance Product Quality ✓ Optimize Resources

For future work orders, vTech will deploy a robust and dynamic team management and staffing plan to ensure the efficient delivery of high-quality digital services. Our approach leverages our in-house expertise, ensuring that all critical digital areas are covered. Our approach ensures that resources are deployed quickly, minimizing any delays due to staff unavailability. We maintain a pool of substitute staff to address performance issues promptly. A dedicated Project Manager (PM) from vTech will oversee the entire team, ensuring smooth project execution and transparent communication with the client.

Phase Actions

Project Scope Review and High- Level Planning

• Review project scope with project delivery team.

• Prepare high-level plan estimating total effort required. Break down by stage, work stream, and activity.

• Estimate total staffing effort and FTEs by project role.

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

Team Composition and Evaluation

• Leverage in-house development team experienced in web and application development.

• Deploy existing resources to project based on skill requirements and availability.

• Initial team setup would be flexible for adjustments as project progresses.

Performance Monitoring

• Continuously monitor performance through regular check-ins, sprint reviews, and metrics.

• Gather feedback through retrospectives and one-on-one meetings.

• Transparent and comprehensive reporting on milestones, deliverables, and outcomes.

Team Size Adjustments

• Assess additional required skills and onboard new team members, if scope increases.

• Re-evaluate team composition if scope decreases or efficiencies are realized.

vTech has a robust workforce of 378 highly skilled professionals with diverse expertise across software development, project management, database engineering, and quality assurance. At vTech, ensuring the seamless transition and replacement of staff on projects is critical for maintaining project continuity and minimizing disruptions. Our approach is designed to be proactive, transparent, and supportive, focusing on maintaining the quality of work while addressing the needs of both the departing and incoming team members.

Figure – Staff Replacement Process

More than 90% of our in-house IT resources have completed 3 or more years working with us. We use numerous strategies designed to forecast, identify, retain, and motivate our staff. We keep ourselves abreast of market conditions and market analyst predictions to proactively prepare ourselves for any foreseen attrition tendencies. From direct supervisor discussions with subordinates to career counselors to HR reviews, we employ numerous strategies to minimize attrition and ensure job satisfaction for our valued employees.

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

Our process begins with comprehensive research and stakeholder engagement to gain a deep understanding of user behaviors, preferences, and pain points. We incorporate user feedback early and often, ensuring our solutions are intuitive and user-friendly. By prioritizing features based on user needs and business value, we focus on delivering a functional product that addresses the core problem with the minimum set of features required. This approach allows us to quickly validate our assumptions, gather feedback from real-world usage, and iterate on the product. We manage this iterative development process through Agile sprints. Each sprint, typically lasting two to four weeks, is designed to deliver incremental improvements and new features. Our teams work in close collaboration, maintaining transparency and adaptability throughout the project. This includes daily stand-up meetings, sprint planning sessions, and regular retrospectives to continuously refine our processes and address any challenges that arise.

Proof Point: Utilizing Agile sprints, our team conducted thorough research and stakeholder engagement to understand the specific needs of the University of Missouri.

We developed an MVP focused on the core functionalities required for the migration.

Through iterative sprints, we improved their coding platform, incorporating user feedback and ensuring seamless integration.

Figure - Employee Retention Dashboard

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

Once the MVP is delivered, we follow up with iterative releases, continuously refining and enhancing the product based on user feedback and data analytics.

Each release builds upon the previous one, adding new features, addressing user feedback, and enhancing the overall user experience. This iterative approach ensures our products evolve in line with user needs and market demands, minimizing risk and optimizing resource allocation. Here is our Scum framework that we will follow throughout the projects:

Sprint Planning Daily Scrum Sprint Review Sprint Retrospective

Goal Create the Sprint goal & Sprint Backlog

Inspect and Adapt towards sprint goal and plan

Inspect and Adapt on Product increment developed

Inspect and Adapt to be Effective/Efficient & Continuous Improvement

Input Ready Product Backlog Items

Current state of the work

Product Increment that is developed during the sprint

Observations, Patterns, Ideas, Metrics & Issues

Output Sprint goal and sprint backlog

Plan for the day & identification of impediments

Acceptance & Feedback on product increment.

Forecast for the future of the product

Actions for being the Scrum Team to be effective and efficient.

Duration 8Hours/4Week Sprint 15 Min/day 4Hours/4Week sprint 3Hours/4Week sprint

Who Scrum Team Development Team Scrum Team, Stakeholders

Scrum Team

E.6 Organizational Ethos {RFP Section 5.3.2.F.6} vTech foster a culture of creativity, where every team member is encouraged to think outside the box, challenge conventions, and explore new ideas. Our hiring practices reflect our belief in diversity and inclusion, ensuring that we bring together individuals with diverse backgrounds, perspectives, and expertise. We value talent and potential above all else, providing equitable opportunities for career growth and development regardless of background or identity. we've the vTech Mentorship Program, a cornerstone of our commitment to professional development. In our Mentorship Program, mentees have the opportunity to select their mentors for a year-long journey of learning and growth. Mentees benefit from the guidance, wisdom, and support of seasoned professionals who share their knowledge and insights generously. Over the course of 12 dedicated sessions, mentors and mentees engage in meaningful discussions, skill-building activities, and goal-setting exercises tailored to the mentee's aspirations and development needs. At the conclusion of each mentorship cycle, we facilitate feedback sessions to gather insights and assess the impact of the program. vTech is committed to creating an inclusive work environment where all team members feel valued, respected, and empowered to bring their authentic selves to work. We hold a steadfast commitment to providing equal employment opportunities, ensuring that every team member has a fair and transparent pathway to success. We actively engage with our community and industry partners to promote diversity and equity in the broader tech ecosystem. As an IT company, we leverage technology to not only streamline processes but also create a positive impact and drive meaningful change within our organization.

Through the automation of repetitive tasks and the utilization of cloud-based software for reporting and tracking, we optimize efficiency and empower our team members to focus on value-added activities.

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

E.9 Exceptions {RFP Section 5.3.2.F.9} vTech does not intend to take any exception to terms and conditions, including requirements and exhibits.

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

Our Problem Escalation Procedure (PEP) outlines the process for addressing and resolving issues that arise during the performance of the contract with the State of Maryland. This procedure is designed to ensure timely and effective resolution of problems, both routine and emergency, to maintain service continuity and client satisfaction.

Establishing the Existence of a Problem

Initial Identification: Problems can be identified by any project team member, State personnel, or automated monitoring systems.

Verification: The identified issue is verified by the project manager or designated Account Manager to confirm its validity and impact on operations.

Escalation Process:

Escalation Level

Responsible Role

Responsibility Action Timeline SLA

Level 1 Project Manager

(PM)

Initial point of contact for all issues

Identify issue, assess impact, and attempt resolution

2 hours to acknowledge, 48 hours for initial resolution attempt

Immediate response, resolution within 48 hours

Level 2 Senior Account Manager

Review unresolved issues from PM

Conduct detailed review, coordinate with team, provide action plan

8 hours to acknowledge, 72 hours to provide action plan

Acknowledge escalation within 8 hours, resolution or plan within 72 hours

Level 3 Chief Strategy Officer

Oversee resolution of critical issues

Engage senior management, allocate additional resources, oversee resolution

24 hours to acknowledge, 5 business days for resolution

Acknowledge escalation within 24 hours, resolution within 5 business days

Escalation Point of Contact Details

Description Contact Person Name & Title Contact Details

Product/Project Management

Mr. Troy Postin PMP Certified PM

(202) 831.0757 (D) Troy.P@vTechSolution.com

WO Requirements Ms. Shreelakshmi BL Senior Account Manager

(202) 899-5682 (D) rfp.vtech@vTechSolution.com

Escalation/Account Point of Contacts:

Mr. Michael Pereira (Account Manager) Chief Strategy Officer

202.644.9774 x 140 (O) Michael.P@vTechSolution.com

Certain circumstances may trigger expedited escalation procedures, such as:

• Major service outages impacting critical operations

• Security breaches or incidents

• High-priority tasks or deadlines at risk of being missed

In such cases, the issue will be escalated immediately to the next level without waiting for the maximum resolution timeframe.

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

Feedback on Resolution Progress:

Initial Acknowledgment Within 30 minutes

Progress Updates Every 2-4 hours until the issue is resolved.

Final Notification Final resolution report will be provided within 4 hours of issue resolution.

After-Hours and Emergency Contact Information

The following individual is responsible for resolving issues outside of normal business hours (e.g., evenings, weekends, holidays):

Mr. Michael Pereira (CSO) 202.644.9774 x 140 (O) | Michael.P@vTechSolution.com mailto:Michael.P@vTechSolution.com

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

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

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

TAB H: Subcontractors {RFP Section 5.3.2.I} vTech Solution Inc. is partnering with Vion Consultants, Inc. and Experior Technologies to meet the subcontracting goals established by the State for MBE and VSBE. We would utilize both companies to deliver comprehensive digital services for the ADEPT contract. This collaboration will leverage the unique strengths of each partner to ensure a well-rounded and proficient approach to meeting the project's requirements.

Vion Consultants, Inc. – Certified MDOT MBE; Subcontracting Goal – 25 %

Overview: Vion Consultants, Inc. is a minority business enterprise (MBE) specializing in analytics and metrics reporting, business intelligence, information and data management, and cloud services and migration. They are a Washington, D.C. based firm known for their expertise in systems integration, agile software development, and project management.

Contact Information:

Vitale Onoh, MBA, PMP

Office: 202-417-7558

Direct: 443-801-6528 info@vionconsultants.com www.vionconsultants.com

Task Areas to Utilize Vion Consultants as Subcontracts: Agile Software Development, Product/Project Management

Experior Technologies – Certified MD VOSB; Subcontracting Goal – 5%

Overview: Experior Technologies is a leading IT consulting firm specializing in cloud computing, virtualization, storage, networking, enterprise architecture, solution architecture, and project management.

The firm is a Maryland-certified Veteran-Owned Small Business Entity and Small Business Reserve Entity.

Contact Information:

Chris Hottle, MSc | MPS | PMP | TOGAF

Direct: 443.300.8959 chottle@experiortech.com

Website: www.experiortech.com

Task Areas to Utilize Experior Technologies as Subcontracts: Deployment Activities, Product/Project

Management, DevSecOps Activities.

We will evaluate subcontractors’ performance based on their contribution to project milestones, adherence to quality standards, and alignment with our digital goals. Exceptional performance is recognized and rewarded, reinforcing a commitment to excellence.

To ensure that our subcontractors are well-integrated into our digital ecosystem and are positioned to contribute effectively, we will provide them a comprehensive mentorship program designed to foster their growth and development as digital partners. We aim to elevate their capabilities and integrate them as true digital partners, ensuring the successful delivery of our projects and the advancement of our digital initiatives.

mailto:info@vionconsultants.com http://www.vionconsultants.com/ mailto:chottle@experiortech.com http://www.experiortech.com/

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

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

1) A statement as to whether there are any outstanding legal actions or potential claims against the

Offeror and a brief description of any action; - There are NO outstanding legal actions or potential claims against vTech.

2) A brief description of any settled or closed legal actions or claims against the Offeror over the past five (5) years; N/A

3) A description of any judgments against the Offeror within the past five (5) years, including the court, case name, complaint number, and a brief description of the final ruling or determination; and – N/A

4) In instances where litigation is ongoing and the Offeror has been directed not to disclose information by the court, provide the name of the judge and location of the court. - None

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

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

1. All forms required for the Technical Proposal are identified in Table 1 of Section 7 – RFP

Attachments and Appendices. Unless directed otherwise by instructions within an individual form, complete, sign, and include all required forms in the Technical Proposal

Attached after this page.

2. Offerors shall furnish any and all agreements and terms and conditions the Offeror expects the State to sign or to be subject to in connection with or in order to use the Offeror’s services under this Contract.

This includes physical copies of all agreements referenced and incorporated in primary documents, including but not limited to any software licensing agreement for any software proposed to be licensed to the State under this Contract (e.g., EULA, Enterprise License Agreements, Professional Service agreement, Master Agreement) and any AUP. The State does not agree to terms and conditions not provided in an Offeror’s Technical Proposal and no action of the State, including but not limited to the use of any such software, shall be deemed to constitute acceptance of any such terms and conditions.

Failure to comply with this section renders any such agreement unenforceable against the State.

In response to the requirement to furnish any and all agreements and terms and conditions the Offeror expects the State to sign or be subject to, we hereby confirm that there are no additional agreements, terms, or conditions that the State is required to sign or be subject to in connection with or in order to use our services under this Contract.

3. For each service, hardware or software proposed to be furnished by a third-party entity, Offeror must identify the third-party provider and provide a letter of authorization or such other documentation demonstrating the…