Vendor_Response.docx

Vendor Response

I. Global Technical

1. Describe, in detail, how configuration and/or customization changes are affected by subsequent releases.

2. In an attachment, provide a list of planned enhancements with associated target release dates:

Attached? Y/N ______

3. In an attachment, provide a one-year plan for product development.

Attached? Y/N ______

4. In an attachment, provide a complete list of all standard ad-hoc reports.

Attached? Y/N ______

5. In an attachment, describe how ad-hoc reports are user configurable.

Attached? Y/N ______

6. In an attachment, provide a complete list of all standard dashboards included in the proposal.

Attached? Y/N ______

7. PPD requires the Offer or to provide Entity Relationship Diagrams (ERDs), data dictionaries, and other data documentation/schematics for the system. Identify whether this information will be provided with the system and summarize the contents that will be provided.

8. Describe how the proposed system is in compliance with the current FBI Criminal Justice Information Security (CJIS) Policy and standard security practices.

9. Describe how the environments are addressed by the proposed solution: testing, training, and production. The testing environment will be used to test new versions, new data, and alternative configurations of the system both during implementation (i.e., for Functional Acceptance Tests) and maintenance. The system’s training environment (and possibly the development environment) will also be used both during implementation (e.g., to train system users) and post cutover to live operations. The system’s production environment must be fully tested and ready prior to cutover to live operations of the system and will be used as the main operational environment for the system. The desire is to avoid operational disruption for transactions occurring in one environment as to not impact or modify data contained in the other environments nor impact their performance (i.e., system response times and system availability). Please fully describe the equipment and software contained in each environment, when each environment will be fully operational, and how system users and administrators will be able to access each of these environments.

10. PPD requires that Offerors include in their response to this RFP a "turnkey" system configuration consisting of all applicable computer equipment, interface equipment, system-related communications equipment, cabling, files, software, database management systems, databases, etc., necessary to meet the functional and operational requirements of this RFP. Please explain how the proposed system complies with the specified “turnkey” requirements and identify any exceptions.

11. PPD requires a 99.999% uptime performance standard for the system (e.g., up to 5.26 minutes of downtime per year). Describe how the proposed system is guaranteed to meet these requirements.

12. Confirm that the proposal includes site licensing for the proposed products? If there are any limitations, describe them below:

Y/N ______

II. Data Conversion

1. Provide a detailed Data Conversion and Archiving Legacy Data Plan that describes all vendor and PPD processes and activities required to successfully migrate relevant MAV data into the vendor’s proposed solution. The plan should include the following:

a. The vendor’s proposed solution for data conversion and data warehousing process.

1. Identify how many rounds (rolls) of data conversion are included in the proposal.

2. Does the conversion include documents/images?

3. Identify the timeline for the proposed conversion (each round of conversion).

b. Specific functionality and features of the proposed solutions(s). For example, information on how PPD personnel would access the historical converted or warehoused data.

c. Specific roles and responsibilities for proposed PPD resources, as well as recommended skills of personnel required to perform associated conversion or warehousing tasks.

d. Specific roles and responsibilities of the vendor’s resources, as well as recommended skills of PPD personnel required to perform current tasks.

e. Qualification, experience and resumes of the vendor’s staff proposed for the data conversion task.

f. A description of the vendor’s proposed automated data conversion tools.

g. Recommended solutions for end-users to access non-migrated legacy data via integrated system or separate queries.

h. Recommended storage location for non-migrated legacy data.

i. Any prior data conversion experience with the Motorola Watchguard system.

j. List the relevant projects, the versions involved, and provide contact information for the clients.

III. Training

1. Provide a Training Plan that defines all included training courses (for train-the-trainer trainers, end-users, GIS administrators, database administrators, and system administrators), including the following:

a. Class durations.

b. Prerequisites.

c. Locations.

d. Maximum number of participants.

2. Identify all coursework required to train project team members to facilitate participation in configuration workshops.

3. Identify included training manuals and materials including the following:

a. Instructor Manual(s)

b. Student Training Manual(s)

d. Virtual or In-PersonTraining

4. Confirm that all training materials will be edited to reflect the PPD specific environment, technology, post-configured screen shots.

5. Confirm that the Proposer agrees that training will not begin until after preliminary system acceptance and before cut-over.

6. Confirm Proposer has included refresher training for personnel who receive training well before the cutover date.

IV. Documentation

1. Confirm the Information Model (e.g., data dictionaries and schema information) is included for all databases? Y/N ______

2. Describe how and in what form the Information Model is made available to users. That is, is it on CD, the web, hardcopy, etc.?

3. Confirm the documentation includes the following user-defined documentation and procedures:

Provide spell/grammar check capability Y/N Searchable by key words Y/N Download information from existing text files Y/N Glossary of terms Y/N Standard operating proceduresY/N Policies Y/N Statutes and codes Y/N

4. A full set of user documentation is included, detailing the functionality of each application. User documentation is in narrative form and understandable to non-technical users. An on-line version of the documentation is included, to allow key word searching to facilitate location of the needed text.

On-line context-sensitive help functions Y/N On-line user-friendly tutorial Y/N Site-specific on-line documentation and user guide Y/N Field level help Y/N

5. The proposal includes a full set of technical documentation describing systems design, operations, troubleshooting, and performance tuning, including:

User’s Guide Y/N System Manager’s Guide Y/N

6. Proposer agrees to place all source code in a third-party escrow account. The account must include all historic and current software releases, documentation for the duration of PPD’s ownership of the vendor supplied products and PPD must reserve unmitigated access to the source code for PPD-only usage.

Agreement: Y/N_______

V. Warranty, Support and Maintenance

Complete the warranty and maintenance matrix below based on your proposed approach.

Vendor ____________

Software Application Software

What is the length of the warranty (months)?

(Warranty must start at acceptance)

What are the hours of warranty coverage (e.g., M-F 0700-1800 PST)?

What are the hours of maintenance coverage (after the warranty expires)?

Warranty/Maintenance Services:

· Telephone Support (Y/N)?

· Toll Free “800” number (Y/N)?

· Remote dial-up software diagnostics (Y/N)?

· Automatic monitoring of system (Y/N)?

· Updates, enhancements and bug fixes included (Y/N)?

· How often are enhancements provided?

· User group membership (Y/N)?

· Newsletter (Y/N)?

Service/Support Response Time (hours):

· Via telephone/modem

-Average?

-Guaranteed?

· On-site

-Average?

-Guaranteed?

On-Call “After Hours” Services (e.g., M-F 1800-0700):

· Hourly rate for service personnel?

· Minimum hours charged?

How many years will you guarantee support of the proposed software?

1. Please answer the following regarding the preceding matrix:

a. List any exceptions or limitations to your proposed warranty/maintenance services for the software as indicated within the matrix.

2. What ongoing product education is provided by the vendor?

3. What are PPD’s obligations following a new release/major redesign of an application?

a. Does the vendor provide a Sandbox prior to major upgrades so PPD can evaluate the impact prior to deployment?

4. PPD requires that backup, archiving, and patch deployment do not require system interruption. Confirm that your solution meets this requirement.

Y/N _____

5. Provide a plan for daily, weekly, monthly backup and archiving. Include the amount of time the application requires for restoration.

a. Is any data cleansing required prior to restoration?

6. Does the vendor mandate the installation of new releases?

Y/N _____

a. If not, can clients ‘skip’ versions to catch-up to the latest?

b. How soon?

c. Is there an additional charge for the new release?

Y/N _____

d. Is conversion assistance provided, if necessary?

Y/N _____

e. Is new documentation supplied?

Y/N _____

f. Is additional training provided?

Y/N _____

g. Is maintenance continued for the old release?

Y/N _____

h. If yes, for how long?

7. Describe your policy and timing for terminating support of client operating system(s), server operating system(s) and database versions.

8. Describe your SLA, problem management and escalation procedures.

9. Does the system provide knowledge base keyword search capability to facilitate a search of the knowledge base to facilitate problem resolution?

Y/N _____

10. Describe the support knowledge base format (e.g., web site, distributed media), and the ability to make PPD-specific modifications.

11. Support after the new software is introduced is as important to PPD as implementation assistance. Please describe post-implementation system support, including the following:

a. Transition from implementation team to another party?

Months _____

b. Describe the process of transitioning from the implementation team to another party.

c. Describe all parties with which PPD would be working.

1. Confirm that the vendor’s proposed Prime Contractor would serve as the single point of all contact during maintenance.

d. Response procedures for priority vs. non-priority calls.

e. Hours of service:

f. Remote site support:

12. PPD anticipates a comprehensive support agreement to be forged with the finalist vendor. Please identify your proposed recurring support plans:

a. In an attachment, please include copies of your standard maintenance agreement(s) with option plans shown.

Attached? Y/N ______

b. Describe how switching between versions of software will be handled:

c. Describe the procedures for trouble notification:

d. Describe the procedures for customer-initiated trouble reporting, status tracking and correction:

e. Describe the procedures for using the 24-hour service:

f. Describe any software or hardware used to assist in technical troubleshooting (indicate any costs in the Pricing Forms):

g. Describe anticipated scheduled maintenance for the system, including estimated durations.

VI. Exceptions to Standard Terms and Conditions

Describe in detail any exceptions to the City’s terms and conditions in Appendix A Sample Contract:

In-Vehicle Mobile Audio and Video (MAV) Recording RFP – City of Pasadena Vendor Response 1