FLORIDA DEPARTMENT OF LAW ENFORCEMENT ADDENDUM #1. IT Service Management (ITSM) Software Product and Consulting Services

Transcription

1 Solicitation Number: RFP #1428 FLORIDA DEPARTMENT OF LAW ENFORCEMENT ADDENDUM #1 Solicitation Title: Opening Date: IT Service Management (ITSM) Software Product and Consulting Services April 29, 2:00 PM ET Addendum Number: One (1) Date: May 13, 2014 This addendum serves as notice of the following change(s): Deletions are indicated by strikethrough or reference. Additions, updates or replacements are indicated by underscore, reference or highlighting. 1. Section B.34.1 Technical Proposal Format The technical response package shall be prepared by each Respondent utilizing 8.5 x 11 paper. Using the description of work outlined in Section B.18 above and Section C, Respondents shall prepare their technical response packages in the order outlined below, with the sections tabbed for ease of identification and review. The Respondent s technical proposal shall be packaged and sealed separately from its cost proposal. Failure of the Respondent to provide any of the information required in the technical response portion of the response package shall result in a score of zero for that element of the evaluation which will result in the response being deemed non-responsive and rejected. The technical proposal will consist of the following and follow the format listed: 2. Section C.6.1 Financial Consequences Section (1)(h) F.S., requires FDLE to specify financial consequences if CONTRACTOR fails to perform in accordance with the contract. Proposed financial consequences are shown in the table below. Deliverables Financial Consequences 1. Project Management Plans FDLE withholds 5 % of payment. Refer to (a) in Deliverable #5. Deliverables are completed and accepted by FDLE by date planned. Page 1 of 15

2 2. Deliver & Install Software in Test Environment NA 3. Training & Knowledge Transfer NA 4. Deliver & Install Software in Production Environment FDLE withholds 5% of payment. Refer to (a) in Deliverable #5. 5. Operational Acceptance Test FDLE withholds 5 % of payment. Deliverables are completed and accepted by FDLE by date planned. (a) Contractor may earn back the 5% withheld for Deliverable 1 and the 5% withheld for Deliverable 4 if Operational Acceptance Testing is completed and FDLE accepts system by date planned. 6. Maintenance Services Contractor provides 5% credit on next scheduled maintenance service payment. 3. Attachment B, Cost Proposal Form The Respondent shall provide a total fixed cost per deliverable for the IT Service Management (ITSM) Software Product and Consulting Services in the Cost Summary Table below. Deliverable Quantity Unit Unity Price Extended Price Year Year Year Year Year Totals ITSM Software Product (Add additional rows as needed) ITSM Software Maintenance Implementation Services Training Services System Documentation Other (Specify) TOTAL $0 **FDLE reserves the right to change these numbers upon final contract negotiation. Page 2 of 15

3 4. DELIVERABLE 2 DELIVER AND INSTALL SOFTWARE IN TEST ENVIRONMENT Deliverables Description Acceptance Criteria Deliver Software Product(s) to FDLE Software Installed in Test Environment System Test Results The Contractor shall deliver, install, and configure the ITSM product and include the set-up of roles, profiles, workflows, templates, screen designs, and reports in the test environment as defined in the 3. FDLE Requirements section. The Contractor will then demonstrate software functions and assist FDLE in System Testing. Key elements of System Test Results shall include: A summary of test results and issues Detailed list of defects, organized by severity level, including a short description, the person responsible for resolution and the planned method for resolution List of all tests completed that executed successfully List of all tests completed that executed and failed List of all tests where the test results are under investigation Meets all required specifications Documented approval by FDLE Project Manager The system must operate for 14 continuous calendar days with no severity level 3, 4, or 5 defects. In the event that one or more severity level 3, 4, or 5 defects are found during the 30 day User acceptance period, the acceptance process will be halted until the defect(s) are corrected. Once corrected, the 30 day acceptance period will be restarted and the system must operate for 30 days from that restart date with no severity level 3, 4, or 5 defects to successfully complete the acceptance test. List of all tests on hold or not executed, including the reason List of all tests blocked, or unable to execute, including the reason List of all outstanding tests with execution status and planned test schedule Test Run Statistics, indicating the percent complete of the various procedures and other accumulative test run statistical metrics Refer to Appendix C - Defect Severity Levels. Severity Level 3, 4, and 5 defects must be corrected by the Contractor. Severity level 1 and 2 defects will be corrected by the Contractor provided that no severity level 3, 4, and 5 defects have been documented. If severity level 3, 4, or 5 defects are documented, Page 3 of 15

4 Deliverables Description Acceptance Criteria Contractor will not be required to correct Severity level 1 and 2 defects. Contractor submits Deliverable Acceptance Form to the FDLE Project Manager. 5. DELIVERABLE 4 DELIVER AND INSTALL SOFTWARE IN PRODUCTION ENVIRONMENT Deliverables Description Acceptance Criteria Deliver Software Product(s) to FDLE Server Configuration Instructions ITSM Software Installation Instructions The Contractor shall deliver ITSM software installation in the production environment. Refer to Appendix C - Defect Severity Levels. Severity Level 3, 4, and 5 defects must be corrected by the Contractor. Severity level 1 and 2 defects will be corrected by the Contractor provided that no severity level 3, 4, and 5 defects have been documented. If severity level 3, 4, or 5 defects are documented, Contractor will not be required to correct Severity level 1 and 2 defects. The Contractor shall also provide instructions for installing and configuring the ITSM software and hardware on host platform. This includes the set-up of roles, profiles, workflows, templates, screen designs, and reports in the test and production environment. The Contractor will also participate in FDLE s Change Control process to review readiness for establishing the production system. Meets all required specifications Documented approval by FDLE Project Manager in both test and production environments. The system must operate for 14 continuous calendar days with no severity level 3, 4, or 5 defects. In the event that one or more severity level 3, 4, or 5 defects are found during the day User acceptance period, the acceptance process will be halted until the defect(s) are corrected. Once corrected, the day acceptance period will be restarted and the system must operate for days from that restart date with no severity level 3, 4, or 5 defects to successfully complete the acceptance test. Page 4 of 15

5 6. Response to written questions and attachment of requested forms in MS Word format. FLORIDA DEPARTMENT OF LAW ENFORCEMENT WRITTEN ANSWERS TO QUESTIONS ADDENDUM 1 RFP #1428 IT Service Management (ITSM) Software Product and Consulting Services Question #1 Answer #1 Question #2 Answer #2 Question #3 Answer #3 Question #4 Answer #4 Question #5 Answer #5 Question #6 Answer #6 Question #7 I am interested in responding to this RFP and wondered if you could share a copy of the document in word format (or equivalent)? The Vendor Bid System will not allow for word versions of documents to be uploaded. Word documents will be sent to all vendors who submitted written questions. Read the proposal quickly, and it appears that the ITSM product being requested is software not SaaS? Would FDLE be interested in a SaaS platform being used by other Florida agencies (FDOR)? No. Please, kindly let us know whether PrioCom can apply for participation in the stated project. Yes. I see on page 32 that FDLE has stated SaaS solutions will not be considered. I thought I would reach out to you to see if FDLE would reconsider a response from ServiceNow, given our leadership in this market. It would be great to understand for what reasons you are negating responses from pure SaaS vendors. FDLE wishes to maintain control over the system and the information maintained in it. In regards to RFP 1428, ITSM Solution, how is FDLE planning to procure the software? Direct with the vendor? Yes. Page 14, Section B.34.1 Under Company Profile, you ask for A corporate balance sheet and statement of income for the applicable legal entity(s) for each of the last three fiscal years must be provided. Being a privately held company in business more than 20 years, we have always been concerned about the release of sensitive financial information to third parties. We are concerned that revealing financial information will compromise our positioning in the industry, especially if such information is accessible to our competitors under Florida s disclosure laws. Is the requirement for three years of actual financial statements a mandatory requirement to be considered for award of the contract? Yes. Please refer to Section B.13 Respondent s Duties to Assert Exemption from Disclosure as a Public Record. Page 15, Section B.34.1 For the sections "Relevant Experience" and "References," you request 3-5 Page 5 of 15

6 projects/references. Should or can these be the same projects/references? Section B.35 states The same client may not be listed for more than one reference (for example, if the Respondent has completed a project for the Florida Answer #7 Department of Transportation District One and one project for the Florida Department of Transportation District Two, only one of the projects may be listed because the client, the Florida Department of Transportation, is the same). Page 15, Section B.34.1 In the place you ask us to put references, you refer to the forms you provide. Do we fill out Question #8 and complete these forms and then place in that location, or do they go in the back with the other forms under "Tab 3?" Answer #8 Please place Reference forms under Tab 3. Page 27, Section C.1.3 Under Scope, the RFP states that certain elements are considered to be within the scope of the project. Such elements include, but are not limited to, Documentation that meets Question #9 FDLE standards and best practices (data dictionary, process flow diagrams, implementation specifications, etc.), system architecture diagram, workflow analysis and diagrams, etc. Are you requiring that we need to include a response to each one of these items, or are they just for informational purposes? No, respondents do not need to prepare responses to each of the items referenced in Answer #9 this question. Following instructions given in Section B.34 will be sufficient. Page 31, Section C.3.3 Question #10 In Processes and Functions, you list Ticket displays external client mnemonic. What exactly do you mean by a client mnemonic? Can you provide an example? Client mnemonic is a unique nine character identifier issued by FDLE to identify Answer #10 specific law enforcement agencies. Please indicate which of the following tables and bulleted lists we need to respond to itemby-item, if any. Can you also indicate which section these responses need to be placed in (following the outline on page 14, section B.34.1)? Page 27, C.1.3 Scope Page 28, C.3.1 Page 29, C.3.2 Question #11 Page 29-31, C.3.3, Processes and Functions. Page 31-32, C.3.4 Page 33-38, C.4.1 Deliverables Page 49-52, Appendix B Page 52-54, Appendix B Page 58-59, Appendix F (Note this is the same table as the one on page 52-54, Appendix B) Following the instructions in Section B.34 will be sufficient to cover the tables and Answer #11 bulleted lists referenced in this question. Pg. # 26, Section # C.1.1 Question #12 Is there a concern with BMC as a software vendor, based on the comment around BMC changing the supported lifecycle of SDE? Answer #12 No. Pg. # 26, Section # C.1.1 Question #13 Is it expected to maintain the same number of Concurrent IT Users, currently 60? Answer #13 Yes. Pg. # 26, Section # C.1.1 Question #14 Of the 159 ITS Employee s would all be support staff in some capacity? If it expected that the 159 Employee s would be occasional users e.g. 1 license could be shared among 4 Page 6 of 15

7 people. Answer #14 Yes, ITS employees are all support staff in some capacity. Most ITS employees are occasional users that could share a license. Pg. # 28-32, Section # C.3 For the End user / Customers what is their method of consuming the ITSM toolset? Web Question #15 Based, Mobile / Tablet Based, Client based For example what percentage would be mobile / tablet based requests as opposed to PC Browser based requests? Answer #15 All help desk and 2 nd level technician use will be web based. Pg. # 26, Section # C.1 Question #16 What are the primary services that the end customer consumes? IT Related Only? Or Business application specific? Answer #16 Both. Question #17 Pg. # 28-32, Section # C.3 In Reference to later phases are there any existing discovery tools in place? Answer #17 Yes. Question #18 Pg. # 28-32, Section # C.3 What is the number of users that would use Asset Management? Answer #18 Asset Management will have the same number of users as Incident Management. Question #19 Pg. # 28-32, Section # C.3 Would the number of Self Service users be around 2129 or higher? Answer #19 Approximately 1800 internal FDLE customers. External law enforcement customers are approximately Pg. 42, C.6.2 On pg. 42, C.6.2, its states 'contractor is responsible" for T&E for SOW unless otherwise Question #20 agreed too. Its standard and customary for customer to reimburse for T&E associated with services for the SOW, in regards to the implementation of the product. There will be times when vendor comes onsite to work with the team. As well as when we come onsite for the training. T&E is typically reimbursed. Please advise Answer #20 FDLE expects the vendors to provide a professional services cost based on a blended rate that includes travel and expenses. Question #21 Pg.26,C.1.1 Describe current pain and challenges you have with SDE Answer #21 Maintenance support for SDE will no longer be provided in Question #22 Pg. 27 C 1. 3 Describe current report requirements you have, including sending a sample Answer #22 See Page 30, C.3.3. Samples of current reports are not inclusive of report requirements as defined on Page 30, C.3.3. and therefore, not relevant. Question #23 Pg. 29. C.3.1 How many entries do you envision being in the Phase 1 Self-Service Request Answer #23 60,000 projected tickets a year. Less than 25% are estimated to be self-service requests. Question #24 Pg.29.C.3.1 Do have specific Asset Management Requirements? Answer #24 No. Pg. 29. C. 3.1 Question #25 Is there interest in linking Service Request to Asset Management with order, delivery, barcode and stock management? Answer #25 No. Question #26 Pg. 29. C. 3.1 Page 7 of 15

8 Is there any interest in a graphical CMDB in Phases 1 or II for areas such as Change Impact Analysis and Availability Management? Answer #26 Change Management and Availability Management are not in scope for Phases 1 or II. Pg. 30 Question #27 Are you looking for vendor to comment on each requirement listed? We find no other section in your RFP regarding specific product related requirements.?? Yes. Please comment on each requirement listed in Sections 3.3 through 3.9 of the Answer #27 Statement of Work. Pg. 10, B 19 You state you intend to execute contract 'as soon as possible' after the posting of FDLE Question #28 decision. Can you please indicate your process for procurement and how long it takes? How many signatures and who needs to sign the contracts? The Intent to Award must be posted on the Vendor Bid System for 72 hours before a contract can be executed. The contract must be signed by the awarded vendor s Answer #28 authorized representative who has the authority to bind the Respondent and FDLE s Commissioner or Designee. Pg, 20, B 37 Question #29 Who are the members of your evaluation team? Names/titles or areas of interest DP Manager Customer Support Center Shift Supervisor Customer Support Center DP Manager Application Software Support Answer #29 Systems Project Consultant Application Software Support Systems Project Consultant Information Security Distributed Computer Systems Analyst Desktop Support Systems Programmer Systems Administration Question #30 What IT assets are managed? Answer #30 Computer equipment such as servers, peripherals, & personal computers Is there an IT asset auto discovery tool being used today? If auto discovery were utilized, Question #31 would there also still be external data sources to supplement the auto discovered assets (i.e., spreadsheets, external systems, etc.)? Answer #31 Yes and yes. Our Computrace solution for data security and asset management can do the asset discovery, as well as integrate with our ITSM offering to make it very unique. Your team Question #32 currently has interest in Computrace as a standalone project. Can we mention this in the RFP as being added at NO COST, should Absolute be awarded the contract? Answer #32 Yes. Are the current processes for Incident Management, Problem Management, Change Question #33 Management, Service Asset and Configuration Management, Knowledge Management, and Request Fulfillment clearly defined and documented? Current processes for Incident Management are clearly defined and documented. All Answer #33 other processes are undefined. Absolute Service is designed to be a best of breed IT Service Management solution. We leverage our seamless integration with Active Directory to introduce best of breed, third part Question #34 solutions for Identity and Access Management. Will this approach result in a mark down in your evaluation score card? Answer #34 No. On page 32, section C.3.4, it states that Software as a Service (SaaS) options will not be considered. We would like to provide an on-site/on-premise solution as a primary response Question #35 with a SaaS option as an alternative, included as an attachment or addendum. Would a response in this format be unacceptable as well? Does FDLE intend to address a SaaS solution in a separate RFP or could FDLE elaborate on why SaaS solutions are not Page 8 of 15

9 considered in this RFP? FDLE will not evaluate proposals with a SaaS option. Answer #35 No. Will any information such as tickets or organizational data need to be imported from Service Question #36 Desk Express? Answer #36 No. Does FDLE own a Survey tool that may be leveraged and integrated into the proposed ITSM Question #37 solution? Answer #37 No. Training: What are the anticipated number of participants and number of sessions for the Question #38 user, application administration and IT support staff? Answer #38 Please see Page 37 Deliverable 3. Training: What training formats are acceptable for each training audience group? (such as: Question #39 on-site, dedicated; virtual/web-based; recorded/self-paced) Answer #39 Please see Page 37, Deliverable 3. Does FDLE own a 3 rd -party reporting solution such as SAP Crystal Server or SAP Crystal Question #40 Reports? Answer #40 No. Should the recommended system architecture include high-availability configurations and/or Question #41 options? Answer #41 No. May external accounts be added to FDLE s Active Directory for ITSM solution authentication Question #42 and identity management (login, authorization) or must they be managed separately within the solution? Answer #42 External accounts may not be added to FDLE s Active Directory. Does FDLE own a 3 rd -party security information and event management solution that Question #43 may/should be leveraged in addressing the security policy requirements found in appendices B and F? Answer #43 No, the proposed solution must meet these requirements. User accounts: It appears that 1829 user accounts will be maintained, some from AD and Question #44 some not. Please provide more details about how many user accounts will need to be created manually, and how many loaded from AD. The 1829 user accounts are internal accounts that can be leveraged from AD. Another approximately 1300 accounts are external Client mnemonic accounts Answer #44 which is a unique nine character identifier issued by FDLE to identify specific law enforcement agencies. Client mnemonic accounts can be leveraged from a flat file. Reference to additional integrations (flat file) for user accounts: please provide more detail, Question #45 and counts for these users. Approximately 1300 accounts are external Client mnemonic accounts which is a Answer #45 unique nine character identifier issued by FDLE to identify specific law enforcement agencies. Client mnemonic accounts can be leveraged from a flat file. Question #46 Section C.6.1: Item 5 has no Deliverable. Please describe the deliverable. Answer #46 See corrected table above for this section. Section C.4 Deliverables: Test details requested imply a test system. Does FDLE have a QA solution that will be used in this project (please describe). If not, will the contractor be Question #47 required to supply a test system? Or will tests be manual based on demonstrating that at least one instance of each deliverable will be demonstrated? FDLE does not have a QA solution for this project. Answer #47 FDLE will provide the equipment and systems software for a test environment based on specifications provided by the Contractor. Testing will be manual based on Page 9 of 15

10 demonstrations of product functions. If the project will start on August 1 (2 weeks after contract signed), and must be completed by October 31, that leaves 3 months for the project. Specifications for testing seem to require 28 days for functional testing minimum (production and test environments), and 30 days for acceptance testing. That leaves only 1 month for implementation, with most of that Question #48 time taken up with the extensive requirements for planning, architecture, process analysis and business analysis. It will not be possible, given the requirements and scope of the solution, to complete the project on this schedule. Please comment on the schedule requirements. Answer #48 Respondents may propose an alternate schedule pursuant to Section C.5 of the RFP. Does FDLE utilize 3rd party hosted (cloud) solutions, and what parameters (security and Question #49 otherwise) do you impose on those solutions? Answer #49 Not relevant for this procurement. B.34.1 Attachment A; Pages 15, 16 Where should the references sheets (Attachment A) displayed? Currently they indicate Question #50 them in two locations. The first location is under Tab 1 References and the second location indicates that they are to be included in Tab 3, Attachments. Answer #50 Please see the response to Question #8. B.34.1, Page 17, CMBE, Response packages Checklist CMBE, Response package checklist indicates The Certified Minority Business Enterprise Question #51 Certificate (CMBE) has been attached if applicable. There is no CMBE attached to the RFP, therefore assuming that this is not applicable with this RFP, can you please confirm this? The CMBE certification is only applicable if your company is certified as a CMBE Answer #51 through the Office of Supplier Diversity (OSD). B.17, B.18, Page 9 In reference to pricing, should the pricing for the project include 5 years of maintenance as Question #52 part of the total fixed rate price for the project? B17 States: The contract period is expected to begin upon execution and remain in effect for a period of five (5) years following final acceptance of the proposed solution. B18 States: A fixed rate contract is proposed. Answer #52 Yes. B.34.1, B.18, Response Package Checklist In reference to the following statement found in B.34.1 Technical Proposal Format, can you please clarify the following instructions? 1. B.34.1 Technical Proposal Format Using the description of work outlined in Section B.18 above and Section C, Respondents shall prepare their technical response packages in the order outlined below, with the sections tabbed for ease of identification and review. However, Section B.18 is Type of Contract Contemplated Question #53 2. B.18 Type of Contract Contemplated (This section supersedes Section A, PUR 1000, Condition #2, Purchase Order) 3. A fixed rate contract is proposed; however, FDLE reserves the right to award another type of contract if doing so is believed to be advantageous to FDLE and the State of Florida, considering price and other factors. Contractor shall be paid for the services rendered under the contract upon satisfactory completion of these services. 4. Information on state procurement regulations, state statutes, and rules referred to in this solicitation, may be obtained by contacting FDLE s Office of General Services referred to in Section B.2. Page 10 of 15

11 5. Yet on Attachment I Response Package Checklist it indicates the following: The Scope of Work, Section C has been thoroughly reviewed for compliance to the solicitation requirements. Also, the Mandatory Requirements for Evaluation on page 7 does not indicate that Section C needs to be provided. Also, the Mandatory Requirements for Evaluation on page 7 does not indicate that Section C (SOW) needs to be completed. Can you please confirm this? In summary, it appears that FDLE does not require a detailed response to Section C. Rather acknowledgement in the Checklist that the vendor does comply with and meet the requirements contained in Section C. In addition, if selected, vendors will then provide detailed responses, an architecture and a SOW when requested. 1. This is an error. Please see addendum for correction. 2. The contractual services requested will be executed by a two-party written agreement, not on a MyFloridaMarketPlace purchase order. 3. The type of contract will be determined prior to contract execution. 4. If the Respondent has any questions regarding the State of Florida s procurement Answer #53 regulations, state statutes, and rules, they may contact the individual whose contact information is listed in Section B.2 for further guidance. 5. Attachment I, Response Package Checklist was provided merely for the convenience of the Respondent. Please follow the directions in Section B.34 of the RFP. C.3.2, Page 29 C.3.2 FDLE requires an ITSM solution that can utilize strategic partners for implementation Question #54 and configuration. What does this mean? May FDLE buy a COTS solution and have some 3 rd party implement? Answer #54 FDLE requires a COTS solution, which includes implementation and configuration. Our firm works with Federal government agencies and commercial companies to examine their needs and tailor develop a software to fit their specific business requirements. We do not currently have an off the shelf support system but we have created support systems as a Question #55 part of existing projects. For this RFP, is your organization open to the development of a custom system catered to your particular business needs (as determined during the business analysis process)? Answer #55 No. Does your organization use Microsoft SharePoint? We ask this question because we have Question #56 worked on some solutions that create a custom interface within SharePoint to take advantage of other aspects of SharePoint an organization may currently have in use. Yes, FDLE uses Microsoft SharePoint. However, FDLE is not interested in using Answer #56 SharePoint for this procurement. Question #57 What is the expected budget for this project? Answer #57 $150,000 for software and services. Question #58 Is there an Incumbent that will also be bidding on this project? Answer #58 Whether the incumbent will respond to this RFP is not know at this time. Can we have the proposal in M/S Word format? If not please provide the following Question #59 attachments: A, A1-A-3, B, C, D and E in Word. The Vendor Bid System will not allow for word versions of documents to be uploaded. Answer #59 Word documents will be sent to all vendors who submitted written questions. On page 26 you state you are replacing SDE licensed for 60 concurrent users (159) Question #60 employees (as well as Appendix A) do you want pricing based on 60 concurrent users? FDLE requires pricing based on your ITSM solution pricing structure. The SDE Answer #60 licensing information is included for comparison purposes only. On page 7 you state one (1) original, signed and sealed Technical Response, seven (7) Question #61 paper copies of the signed original and one (1) electronic copy of the signed original Page 11 of 15

12 Technical Response (on compact disc). On Attachment 1 Response Package Checklist #8 you state the Respondents should also submit an equal number of electronic copies of the response. Please confirm the number of electronic copies Submit one original (printed), seven copies (printed), and one electronic copy. One Answer #61 original of the cost proposal is sufficient. On page 7 and 13 you request one (1) Original and two (2) copies of the Cost response. Question #62 However on Attachment 1 Response Package Checklist #9 you ask for one (1) copy. Please confirm the number of copies required. Submit one original (printed), seven copies (printed), and one electronic copy. One Answer #62 original of the cost proposal is sufficient. In the SOW you list Chat as a Phase II item, do you currently own Bomgar, or another third Question #63 party Chat system? Answer #63 No. Please confirm you expect the vendors to provide a Professional Services Cost based only Question #64 on the items in the SOW that are labeled either Phase I or Phase II? Do you prefer a blended rate that includes travel and expenses, or a rate plus travel and expenses? FDLE expects the vendors to provide a professional services cost based only on the Answer #64 items in the SOW that are labeled either Phase I or Phase II. It should be a blended rate that includes travel and expenses. From attachment B Cost Table please describe what each of the following columns should Question #65 include: Quantity, Unit, Unity Price? What is the difference between Unit and Unity Price? Answer #65 Unit refers to the unit of measure. Unity price should read Unit Price. Page 84/86, Attachment H Question #66 Can you please provide us with a MS Word 2007 version of the RFP to assist us in formatting and completing our response? The Vendor Bid System will not allow for word versions of documents to be uploaded. Answer #66 Word documents will be sent to all vendors who submitted written questions. Page 44/86, C.8 Facilities Our company is located in Ca nada. Ordinarily our customer implementations are done using a combination of being onsite at the client site (FDLE HQ) and remotely from our offices in Canada. Our project team is onsite for scoping, data gathering meetings, and implementation workshops. Our Offsite work (at our office in Canada) is work that does not require day-to-day Question #67 interactions, and are accomplished during periods where FDLE project team staff complete project-specific work tasks. In reading Section C, Item C.8 Facilities, we interpret this requirement to mean that we would be disqualified from bidding, unless it is acceptable for us to work as described above. Can you confirm that we would be deemed a non-compliant bid? Would this clause require that our project staff be onsite for the duration of the project in order to be compliant? Work outlined in this SOW will take place in a Contractor facility located within the Answer #67 continental United States and in the FDLE headquarters facility located at 2331 Phillips Road, Tallahassee, Florida. P29, C.3.2 FDLE requires an ITSM solution that can utilize strategic partners for implementation and Question #68 configuration. This is unclear. Our strategic partners or FDLE's? Does this apply only if Contractor is using sub-contractors or partnering with other companies? Please clarify. FDLE requires an ITSM solution that can utilize the contractor and any subcontractors/partners to the contractor. Answer #68 Question #69 P36, Acceptance Criteria. The system must operate for 14 continuous calendar days with Page 12 of 15

13 no severity level 3, 4, or 5 defects. In the event that one or more severity level 3, 4, or 5 defects are found during the 30 day User acceptance period, the acceptance process will be halted until the defect(s) are corrected. Once corrected, the 30 day acceptance period will be restarted and the system must operate for 30 days from that restart date with no severity level 3, 4, or 5 defects to successfully complete the acceptance test. Should both times be 14 continuous calendar days? 30 days is handled in Deliverable 5. The Acceptance Criteria for Deliverable 2 is modified to read; Meets all required specifications Answer #69 Documented approval by FDLE Project Manager The system must operate for 14 continuous calendar days with no severity level 3, 4, or 5 defects. P37, Training and Knowledge Transfer, second bullet. The Contractor shall provide IT team Question #70 members Training (Super Users). Does FDLE have an estimate of how many Super Users they will have? Answer #70 Less than 10. P37, Deliver Software products Same as question 2 above Question #71 Should both times be 14 continuous calendar days? 30 days is handled in Deliverable 5. The Acceptance Criteria for Deliverable 4 is modified to read; Meets all required specifications Documented approval by FDLE Project Manager in both test and production environments. The system must operate for 14 continuous calendar days with no severity Answer #71 level 3, 4, or 5 defects. In the event that one or more severity level 3, 4, or 5 defects are found during the 14 day User acceptance period, the acceptance process will be halted until the defect(s) are corrected. Once corrected, the 14 day acceptance period will be restarted and the system must operate for 14 days from that restart date with no severity level 3, 4, or 5 defects to successfully complete the acceptance test. P39, Performance Measures. Question #72 If there is a delay because of FDLE, is this taken into account? An example would be Super Users not available for scheduled training. Answer #72 Yes, delays attributable to FDLE would be taken into account. P48, Appendix A, Agency Staff. Temporary (OPS) Staff Question #73 How temporary are they and what do they do? Temporary (OPS) staff is listed as part of the agency break down of the number of Answer #73 FDLE employees. They are part of the internal customer count. They are not support staff. P48, Appendix A, Workload. Help Desk Tickets Question #74 Any idea why spike from 07/08 and 08/09 and any idea why trend is downward from 11/12 and 11/13 Answer #74 No. Page 31 C.3.4 Question #75 Are you running a Virtual environment and what type of environment do you have? (VMWARE,HYPER-V) Answer #75 Yes. VMWARE. Page 29 C.3.2 Question #76 How many customized Forms are you using in the current system? Answer #76 One. Page 30 C.3.3 Question #77 Do you need knowledge Documents transferred into the new system? Answer #77 No. Page 13 of 15

14 Question #78 Answer #78 Question #79 Answer #79 Page 30 C.3.3 Is there any migration of ticket data required into the new system? No. Page 30 C.3.3 How many customized reports are needed? 13 have been identified. See Page 30, C.3.3. All written questions are reproduced in the same format as submitted by the Respondent. THIS ADDENDUM NOW BECOMES A PART OF THE ORIGINAL RFP. THE ADDENDUM ACKNOWLEDGEMENT FORM SHALL BE SIGNED BY AN AUTHORIZED COMPANY REPRESENTATIVE, DATED AND RETURNED WITH THE RFP RESPONSE AS INSTRUCTED IN SECTION 3.3, ADDENDA. ADDENDUM ACKNOWLEDGEMENT COMPANY NAME: FEDERAL TAX IDENTIFICATION NUMBER: ADDRESS: CITY: STATE: ZIP: RESPONDENT: TITLE: AUTHORIZED SIGNATURE: DATE: PHONE: FAILURE TO FILE A PROTEST WITHIN THE TIME PRESCRIBED IN FLORIDA STATUTE (3) OR FAILURE TO FILE A BOND OR OTHER SECURITY WITHIN THE TIME ALLOWED FOR FILING A BOND SHALL CONSTITUTE A WAIVER OF PROCEEDINGS UNDER CHPATER 120 FLORIDA STATUTES. Page 14 of 15

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