Request for Proposal RFP Washington State Good To Go! Back Office System. Vendor Solution Demonstration Guidelines

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1 Request for Proposal RFP Washington State Good To Go! Back Office System Issued December 21, 2016 Executive Summary: This document, prepared by the Washington State Department of Transportation (WSDOT), is intended to provide information to the pre-qualified vendors, for RFP , with guidelines for vendor demonstrations to be held the week of January 9, Participating vendors are aware of their scheduled time for demonstration. Vendors, please acknowledge receipt of these guidelines by completing the information below, scanning, and sending via to Company: Authorized Representative Name: Signature: Date Signed: State of Washington Department of Transportation RFP Tolls CSC Back Office System Vendor Solution Demonstration Guidelines

2 Overview Vendor shall provide to WSDOT an in-person presentation and demonstration of its proposed Back Office System solution to show how their Back Office System solution fits WSDOT Business Requirements. Each Vendor Solution Demonstration Review period is limited to three (3) hours maximum, including any breaks. This will allow the Evaluation Team and WSDOT to better understand the Vendor s conceptual solution and will provide a visual framework for WSDOT when they provide input to the Vendor via the report card. Participating vendors are aware of their scheduled time for demonstration. WSDOT Toll Division is located in the Goldsmith Building. The WSDOT Toll Division is located on the secure 4 th floor. Please Contact Chad Larsen upon arrival for access using the contact information below nd Avenue South Seattle, WA LarsenC@wsdot.wa.gov WSDOT will be providing projection screen (via HDMI connection) and an Internet connection. However, the Vendors shall provide their own mobile hotspot for network connectivity as well as a back-up. Hotspots from most major carriers should work in the demonstration room. Vendors will have access to the meeting room 30 minutes in advance of the scheduled start time for setup and to confirm network access. WSDOT has not made a provision for taking questions on the following guidelines. Vendors should make assumptions and state these assumption as part of their demonstration. Agenda The Vendor will get a paper copy of the agenda to work from in the Vendor Solution Demonstration Review. The sessions are anticipated to be structured as follows: Introductions - 10 minutes Vendor Solution Demonstration - 90 minutes Break (WSDOT Closed Session) - 30 minutes WSDOT Questions and Vendor Clarifications - 45 minutes Executive Closing - 5 minutes The Vendor Solution Demonstration should include: The proposed Vendor Project Manager shall lead the demonstration with Vendor team members supporting key Business Requirements as needed. Presentation of solution overview. Back Office System and hosting demonstration highlighting elements required in the 1 P a g e

3 Conceptual Technical Submittal contents (see Section 12.2). Any value added elements the Vendor wishes to provide. Please note that WSDOT is not able to provide any sample data for use in the presentation. System Demonstration Guidelines (90 minutes) The Vendor shall demonstrate the core system functions and processes outlined below. In performing the demonstration, the Vendor shall give a high level overview on the core back office system and briefly describe how the main components of its proposed BOS solution will integrate together (for example its proposed OBOS solution component with its proposed CBOS solution elements, etc.). WSDOT understands not all listed components can be shown within the Vendor s existing core system. Where functionality is not currently available for demonstration, the Vendor should utilize screen mock-ups, flow diagrams or other visualizations to help WSDOT understand the Vendor s proposed functionality. WSDOT has provided approximate timings for each demonstration topic area below as a guide to the Vendor in preparing their demonstration. However, time will only be kept for the overall demonstration (90 minutes) and not for individual topic areas. 1. Operational Back Office System Components. Expected Time: 25 mins A. Integration with roadside toll system. Expected Time: 3 mins i. Transaction acceptance criteria ii. Transaction rejection criteria, i.e. exception processing, transmission errors iii. Interface requirements iv. Monitoring and alerts for any abnormal activities from roadside B. Transaction processing algorithm. Expected Time: 5 mins i. Pass transaction ii. Image transaction iii. Pass transaction failed iv. Duplicated transaction v. Exceptions C. Toll rate management module. Expected Time: 3 mins i. Tools or UI for toll rate management ii. Multiple classes of toll rates for various payment methods (prepaid, Zero Balance Account, postpaid) 2 P a g e

4 iii. Toll rate override capability (toll suspension) D. Image review functions. Expected Time: 8 mins i. CSR UI used for image review ii. Image review process, such as double, triple, blind review used iii. Rejection codes configurability iv. OCR capability v. Finger print capabilities vi. Image review activities monitoring, including image upload failures, mismatches, individual performance monitoring, any other alerts vii. Reporting E. Trip building and reprocessing. Expected Time: 6 mins i. Pass transaction ii. Image transaction iii. Single/orphan transaction iv. Trip repackaging 2. Commercial Back Office System Components. Expected Time: 35 mins A. Account management components. Expected Time: 30 mins i. Single account approach 1. Configuration for grace period on negative prepaid account 2. Toll bill cancelation after negative account replenishments 3. Vendor needs to provide an example of what happens when a pre-paid customer account goes negative, a Pay by Mail postpaid transaction is applied to the account and then the customer wants to pay the toll bill and replenish their account in a single transaction. Customer needs to be able to perform the requested actions via self-service (website or IVR) without requiring CSR intervention or special processing. ii. Account setup, via CSR and customer self-service 1. Payment information validation (ACH routing number and credit card) 2. Address validation 3. Customer alert configurability, such as low balance, declined payments, excessive plate tolls, CC expiration, etc. 3 P a g e

5 4. Notification delivery method setup, such as , text and mail 5. Role based approval authority for special programs, such as discount, non-revenue, etc. 6. Unregistered pass account (pay card capability if available) iii. Account information updates iv. Account validation period by default and customer preference v. Account merge and attribute changes (from zero balance to prepaid balance, vice versa and billing to prepaid, etc.) vi. Balance refund and account closing 1. Configurability for inactivity closing 2. Customer refund request, partial and full 3. Failed refund (closed CC or bank account) 4. Cancel refund 5. Reporting vii. Statement and invoice 1. Delivery configurability 2. Billing cycle, threshold configurability viii. Grace period management 1. Configurable by facility, negative balance, transaction volume, period, etc. 2. Billing and toll rate changes ix. Document scan and store, and archive capability x. Account marking, such as bankruptcy, collection, settlement, payment plan, etc. B. Payment management components. Expected Time: 5 mins i. Types of payment accepted ii. One-time and replenishment payments iii. Unique payment ID and receipt iv. Payment transfer v. Returned payment and fees vi. Payment order configurability 4 P a g e

6 vii. Payment plans, if available viii. Reporting 3. Accounting and Financial Components. Expected Time: 12 mins A. Double entry B. GL and posting setup and configurability C. Fiscal period closing and configurability D. Manual JV entry UI E. as of fiscal period comparability F. Receivable collectability G. Allocation generation and method configurability H. Collections I. Write-off J. Interest application K. Discount and incentives 4. Management Reporting. Expected Time: 8 mins A. Selection / run capabilities i. Scheduled ii. as of comparisons iii. Filtered run parameters iv. Role based access v. Multiple export file formats vi. pie chart capable B. Reporting areas i. General ledger details and summary ii. Trail balance iii. Bank and customer deposit activities iv. Transaction depositions v. Receivables aging vi. Write-off activities vii. Operational Production 5 P a g e

7 5. Website. Expected Time: 5 mins A. Single account display B. Mobile friendly C. Live chat D. Multilingual REQUEST FOR PROPOSALS RFP E. Customer service functions F. Reporting i. Open accounts and request passes ii. Payment options iii. Disputes and view images iv. Pass request 6. Data Migration. Expected Time: 5 mins A. Vendor proposed approach to data migration B. Team s prior experience migrating toll customer service systems including legacy systems with which the Vendor has worked before END OF DOCUMENT 6 P a g e