Customer Engagement Portal, Online Bill Processing, and Physical Bill Processing Services. Request for Proposals

Transcription

1 Request fr Prpsals Custmer Engagement Prtal, Online Bill Prcessing, and Physical Bill Prcessing Services Issue Date: August 22, 2017 Due Date: September 29, :00 p.m. (PDT)

2 Table f Cntents 1. RFP Overview Purpse f RFP RFP Timeline RFP Cntact RFP Amendment and Cancellatin Questins Pertaining t the RFP Prpsal Submittal Public Recrds Law Prject Objectives New System Requirements Cnsumer Engagement Prtal Online Bill Prcessing Physical Bill Prcessing Prpsal Submissin Requirements General Instructins Prpsal Frmat Cver Letter Table f Cntents Sectin 1 - Executive Summary Sectin 2 Cmpany Backgrund Sectin 3 Cmpany Qualificatins Sectin 4 Prpsed Slutin Sectin 5 - References Sectin 6 Other Requirements Sectin 7 - Pricing Prpsal Evaluatin General Requirements Miscellaneus Ownership f Materials Right t Reject/Mdify Public Disclsure f All Prpsals Reasnable Inquiry Cnflict f Interest and Prpsal Restrictins Cntract Negtiatins Executin f Cntract Severability Warranty Rights f the District... 14

3 1. RFP Overview 1.1 Purpse f RFP Valley f the Mn Water District (District) is seeking t deply a cnsumer engagement prtal that cntains bth custmer side and District side advances features and analytical capabilities. In additins t a cnsumer engagement prtal the slutin must als be able t handle nline/e-bill payments and the District als desires t have an ptinal prpsal line item fr traditinal physical bill prcessing and mailing services. The slutin will g beynd a basic prtal and allw fr District side data analytics, autmated custmer cmmunicatins and integratin in District billing/financial sftware. Prpsers are encuraged t describe any additinal fferings based n their experience in wrking with similar size agencies. T this end, prpsals shuld clearly describe ptinal fferings and the pricing assciated with the ptinal fferings. The District is prepared t make required resurces available t make pssible a January 1, 2018 g live schedule. If Prpsers are nt able t meet this timeline, they are encuraged t prpse an alternative timeline fr the District t cnsider. 1.2 RFP Timeline T meet the District s desired implementatin date, the District is cmmitted t the RFP prcess and schedule utlined belw. Table 1 RFP Schedule f Events RFP EVENT DATE/TIME District Issues RFP August 22, 2017 Deadline fr Prpser Questins September 15, 2017 Respnses t Prpser Questins Prvided September 18, 2017 Deadline fr Prpsal Submissin (4:00pm cutff) September 22, 2017 Evaluates Prpsals and Interview(s) if Needed September 25-28, 2017 Award f Cntract Octber 3, 2017 Prject Start Date Octber 16, 2017 G Live January 1, 2018 The District reserves the right, at its sle discretin, t adjust this schedule as it deems necessary. Ntificatin f any adjustment t the RFP Schedule f Events will be prvided t all Prpsers and psted n the District s website. 1.3 RFP Cntact All cmmunicatins cncerning this RFP must be submitted by t the RFP Cntact identified belw. The RFP Cntact will be the sle pint f cntact fr this RFP. Daniel Muelrath, General Manager dmuelrath@vmwd.cm Prpser cntact with anyne else in the District is expressly frbidden and may result in disqualificatin f the Prpser s bid.

4 1.4 RFP Amendment and Cancellatin The District reserves the unilateral right t amend this RFP in writing at any time. The District als reserves the right t cancel r reissue the RFP at its sle discretin. If an amendment is issued, it will be prvided t all Prpsers and psted n the District s website. Prpsers will respnd t the final written RFP and any exhibits, attachments, and amendments. 1.5 Questins Pertaining t the RFP Specific questins cncerning the RFP shuld be submitted via t the RFP Cntact (See Sectin 1.3) befre the date identified in Sectin 1.2 (RFP Timeline). Prpser questins shuld clearly identify the relevant sectin f the RFP and page number(s) related t the questins being asked. The District will pst respnses t all questins n the District s website at: in the frm f an addendum. 1.6 Prpsal Submittal Prpsals will be submitted n later than the Deadline fr Prpsal Submissin as identified in Sectin 1.2 (RFP Timeline). Prpsers assume the risk f the methd f delivery chsen. The District assumes n respnsibility fr delays caused by any delivery service. A Prpser's failure t submit a prpsal as required befre the deadline may cause the prpsal t be disqualified. Prpsers must submit in a sealed package ne (1) riginal signed Master, tw (2) cpies, and ne (1) electrnic cpy n a thumb drive in.pdf file frmat. The package shuld be clearly labeled as fllws: Prpsal fr Cnsumer Engagement Prtal The prpsal package shuld be mailed, curiered, r hand delivered t the fllwing address: Curier, FedEX, UPS, etc. USPS: Valley f the Mn Water District Valley f the Mn Water District ATTN: Daniel Muelrath, General Manager ATTN: Daniel Muelrath, General Manager Prpsal fr Cnsumer Engagement Prtal Prpsal fr Cnsumer Engagement Prtal Bay Street PO Bx 280 Snma, CA El Veran, CA All prpsals must be received by the District by 4:00 p.m. n the Deadline fr Prpsal Submissin date as indicated in Sectin 1.2. Prpsals received after this time and date will nt be cnsidered. Pstmarks r ed submissins will nt be accepted as prf f receipt. 1.8 Public Recrds Law Pursuant t Califrnia Gvernment Cde Sectin 6250, public recrds may be inspected and examined by anyne desiring t d s, at a reasnable time, under reasnable cnditins, and under supervisin by the custdian f the public recrd. All submitted prpsals are cnsidered public recrds subject t disclsure. Financial recrds, including cst prpsals, will nt be cnsidered cnfidential and are als subject t public disclsure.

5 2. Prject Objectives The bjective f this RFP is t identify, select, and implement a prven public sectr water utility custmer engagement prtal based n a state-f-the-art platfrm, using the latest in technlgies and best practices. The prtal must deply a rich custmer engagement experience, which will include cnservatin tracking and alerts, imprve digital engagement, and reduce peratinal csts by prviding a digital platfrm fr its custmers. The slutin must integrate with the District s backend utility billing and website. The New System shuld meet the fllwing high-level bjectives: Respnsive design t custmer engagement Cmprehensive lcal supprt during Pacific Standard Time Cnsumptin data displayed yearly, mnthly, daily and hurly fr AMI meters (bi-mnthly fr traditinal reads) Cmparisn data displays custmers current and multiple prir years usage (r designated prir year usage) Custmer can see billing histry as far back as data is prvided fr Custmer can see and pay bill n prtal r mbile device withut requiring a separate lgin Rbust analytics tracking custmer payment histry, usage patterns, custmers enrlled in water cnservatin prgrams, active and inactive users, etc. Analytics which can review meters and custmer data t identify water theft and leakage incidents, as well as nn-revenue water calculatins Ability t search and track usage, trending statistics, high/lw mnthly averages, annual averages at the individual accunt level Ability t view temperature and rainfall data n tp f usage data Ability t identify, manage, and track reprted vilatins, fllw-up actins, and fines Ability t easily exprt data t Excel r PDF with a click f a buttn Cnservatin mdule n prtal and mbile devices which can prvide cnservatin prgrams, rebate prgrams, and educatin and water saving tips Outage r cnstructin prject ntificatins can be created and sent t affected custmers in real time (via , text and phne call) Prvide user friendly and intuitive user interface; Prmte a paperless envirnment. In selecting a vendr, the District is lking fr a vendr that can prvide the fllwing: A slutin that supprts cntinual innvatin t implement best business practices Lng-term vendr cmmitment t prduct imprvements t keep up with best practices Enhanced features and functinality t supprt peratinal efficiencies Prvide cntinuus maintenance and cmpatibility with future versins f IOS, Andrid, and Windws Cst effective annual nging maintenance and supprt csts Cst effective new hardware/data strage requirements Cst effective data maintenance and updating requirements The District is interested in implementing full and ptimal functinality f all the features f the new technlgy. The District desires t capitalize n hw ther agencies have implemented the Custmer Prtal applicatin s as t ptimize the deplyment frm the start.

6 T help the District select the right innvative technlgy partner, the District desires each Prpser t identify Califrnia-based municipal clients that are fully utilizing their system and demnstrate hw these clients have implemented their sftware t its fullest capability t make their business prcessing and custmer service highly effective and efficient.

7 3. New System Requirements 3.1 Cnsumer Engagement Prtal At a minimum, the prpsed New System shuld address and satisfy the fllwing requirements: Custmer facing requirements: Mbile and web based custmer engagement platfrm fr all Water related District services cmpatible with ios, Andrid, Windws Phne OS Mbile and web based payment, billing, accunt management, graphical usage cmparisns, service request, rebates, and cnservatin prgram enrllment Ability t display and cmpare custmers usage between current and previus years Mbile and web based hurly, daily, mnthly and bi-mnthly usage graphs (system autmatically displays usage ptins based n custmer s meter type) including ability t verlay weather data fr hurly and daily usage graphs Mbile and web real-time custmer ntificatins (including text, , native mbile OS and IVR ntificatin types) fr utage, leak, and ther cmmunicatins Multi-language supprt allwing custmer t chse language type n the fly and see the interface autmatically acrss mbile and web platfrms Mbile and web bill presentment including bill histry, payment histry, and accunt balances; with the ability t pay thrugh an integrated billing mdule Mbile and web based mnthly and annual bill amunt budgeting with threshld alerts New System must be persnalized t the District per District s requirements Utility facing requirements: Ability t create an unlimited number f custmer segment types Ability t search and track usage, trending statistics, high/lw mnthly averages, annual averages at the individual accunt level with the ability t rate and rank custmers based n efficiency calculatins which are easily exprted t excel f pdf with a single prmpt Ability t create cnservatin prgrams and target prgrams t custmers based n segment type and ther demgraphic data Full cnservatin prgram autmatin frm custmer messaging, rebate applicatin, enrllment, apprval, field inspectins, and prgram tracking Ability t track perfrmance f cnservatin prgrams Water allcatin calculatins and usage tracking by custmer segment Calculatin and reprting f accunt level usage metrics by segment type Analytics and reprting fr calculating and tracking custmer and prperty level water use efficiency metrics Integratin f lcal CIMIS weather statin data which can be verlaid n usage infrmatin Flw analysis and leak detectin capability based n metering data acrss water distributin system Analytics which are able t scan meters and custmer data t identify water theft and leakage incidents and nn-revenue water calculatins Ability t integrate with wrk management system (WebSft Mbile MMS) t trigger field activity based n varius custmer and analytics triggers and requests Ability t integrate int District s financial and billing sftware (MOMsftware)

8 Ability t create and send utage ntificatins t affected custmers in real time On-ging maintenance and updating f the platfrm t insure cmpatibility with future versins f IOS, Andrid, Windws phne, and Windws PC 3.2 Online Bill Prcessing Prvide a cmprehensive nline bill prcessing and payment slutin that is integrated int the cnsumer engagement prtal and des nt require an additinal lgin r website redirect. 3.3 Physical Bill Prcessing Beynd the cnsumer engagement prtal the District desires a respnse t the ptinal item f physical bill prcessing and mailing. Details f the District s billings are: 7,000 custmer accunts billed bi-mnthly Apprximately 3,500 bills per mnth District bills daily Mnday Thursday Billing files will be prvide is.csv frmat Methd f billing (apprximately) 90% receive hardcpy bills 10% receive ebills

9 4. Prpsal Submissin Requirements 4.1 General Instructins Prpsals shuld be prepared simply and ecnmically and prvide a straightfrward, cncise descriptin f the Prpser s cmpany, qualificatins, prpsed slutin, and capabilities t satisfy the requirements f this RFP. Emphasis shuld be n cmpleteness and clarity f cntent. Prpsals must be rganized cnsistent with the utline prvided in this sectin f the RFP. Prpsers must fllw all frmats and address all prtins f the RFP set frth herein prviding all infrmatin requested. Prpsers may retype r duplicate any prtin f this RFP fr use in respnding t the RFP, prvided that the prpsal clearly addresses all f the District's infrmatin requirements. 4.2 Prpsal Frmat Prpsals must be structured, presented, and labeled in the fllwing manner: Cver Letter Table f Cntents Sectin 1 - Executive Summary Sectin 2 Cmpany Backgrund Sectin 3 Cmpany Qualificatins Sectin 4 Prpsed slutin Sectin 5 References Sectin 6 Other Requirements Sectin 7 Pricing Failure t fllw the specified frmat, t label the respnses crrectly, r t address all f the subsectins may, at the District s sle discretin, result in the rejectin f the Prpsal. Prpsals shuld be prepared n standard 8 1/2" x 11" paper and printed n tw (2) sides. All prpsal pages shuld be numbered Cver Letter The prpsal must include a brief cver letter (nt t exceed tw (2) pages) that prvides the fllwing: Prpser s legal name and crprate structure Prpser s primary cntact t include name, address, phne, and Identificatin f any subcntractrs and scpe f wrk t be perfrmed by subcntractrs Identificatin f any pending litigatin against the Prpser Disclsure f any bankruptcy r inslvency prceedings in last ten (10) years Statement f the Prpser s credentials t deliver the services sught under the RFP Statement indicating the prpsal remains valid fr at least 180 days Statement that the Prpser r any individual wh will perfrm wrk fr the Prpser is free f any cnflict f interest (e.g., emplyment by the District); Statement f acknwledgement that the District s legal dcuments have been reviewed and accepted with r withut qualificatin. If qualificatins are invlved, thse items requiring

10 adjustment r mdificatin must be identified and listed alng with suggested mdificatins t the cntract. If n mdificatins are nted, the District will assume that the Prpser is capable f perfrming all nrmal tasks and services withut reservatin r qualificatin t the cntract; Signature f a cmpany fficer empwered t bind the Prpser t the prvisins f this RFP and any cntract awarded pursuant t it Table f Cntents All pages are t be numbered and figures, tables, charts, etc. must be assigned index numbers and identified in the Table f Cntents Sectin 1 - Executive Summary This sectin f the prpsal shuld prvide a brief and cncise synpsis f the prpsal and a descriptin f the Prpser s credentials t deliver the services sught under the RFP Sectin 2 Cmpany Backgrund This sectin f the prpsal shuld briefly identify the fllwing: A brief descriptin f the Prpser s backgrund and rganizatinal histry; A statement f hw lng the Prpser has been perfrming the services required by this RFP; Identify the lcatin f headquarters, technical supprt, and field ffices; Identify the lcatin f ffice which wuld service the District; Identify the number f emplyees by the fllwing functins: crprate (sales, marketing, finance, verhead, etc.), implementatin supprt, nging maintenance supprt, and research and develpment; Sectin 3 Cmpany Qualificatins In this sectin f prpsal, the Prpser shuld identify cmpany qualificatins and experience in implementing slutins similar t what the District is seeking. Identify yur existing client base including the number f existing clients using the versin/release f the platfrm being prpsed. Clearly identify the name and number f Califrnia public agency installatins Sectin 4 Prpsed Slutin Prvide a detailed prpsal f the Prpsers slutins fr that meet all the District bjectives utlined in Sectin 3 r this RFP Sectin 5 - References The Prpser must prvide at least five (5) references with at least three (3) f the references fr systems that have been implemented in the last five (5) years. The District prefers references frm Califrnia municipal agencies f similar size and cmplexity t the District. Fr each reference, Prpser must prvide the fllwing infrmatin: Agency name and cntact infrmatin (i.e. name, title, address, phne, and ); Brief prject descriptin, including identifying the sftware versin and mdules implemented; Implementatin date;

11 Implementatin timeline and cst. In additin t the abve reference list, the District desires each Prpser t identify which f their clients are fully utilizing the system and demnstrate hw thse clients have implemented their sftware t its fullest capability and creatively structured prcesses arund the system t make their business prcessing and custmer service highly effective and efficient Sectin 6 Other Requirements In this sectin f the prpsal, the Prpsers shuld address the fllwing items in a cncise manner: Describe the prpsed platfrm fr yur slutin; sftware as a service (SaaS), r npremise Prpsed clud-based slutins shuld address the fllwing items: Service level: Describe incident levels and assigned respnse reslutin times Perfrmance: Describe guaranteed perfrmance levels respective t uptime, netwrk transprt, and latency Strage: Describe any strage limitatins that are required. Limits n capacity, and duratin f archived data Backup and Archive: Describe the business cntinuity prcess and prcedures with yur slutin District Data: In the event f terminatin f services; please detail the prcess and prcedure fr the delivery f District data. District Cntent and Data: Please describe any use and/r aggregatin f District data fr the purpses f the vendr Security: Describe the hsting facilities and security practices emplyed Describe any interface (API), and r integratin capabilities with yur slutin. Prvide hardware, sftware, and database requirements fr the New System. Describe everything that will be needed fr the New System t functin ptimally Describe nging maintenance, release/upgrade, and supprt services. At a minimum, Prpsers shuld address the fllwing items: Sectin 7 - Pricing Identify if there are user grups and/r user cnferences Describe the frequency that applicatin patches and releases have been made available, and describe hardware and sftware requirements fr any required nsite installatins The District seeks t understand all csts assciated with the implementatin and nging maintenance f the prpsed system during implementatin and during five (5) years f maintenance. The District wuld like t knw the cst by mdule wherever pssible. In this sectin, the Prpser must summarize all csts assciated with sftware licensing and maintenance csts, implementatin services (including data cnversin), 3 rd party prducts needed fr new system, prfessinal services, and cst f travel. The District will evaluate prpsals based n the Ttal Cst t Implement (TCI) and the Ttal Cst t Operate (TCO). TCI will include all csts required fr a successful implementatin. The TCO will be calculated based n TCI plus five (5) years f annual maintenance fees.

12 The Prpser s Cst Prpsal must identify all csts required t cmplete a successful implementatin t include at least the fllwing: 1. One-Time Csts Implementatin Services Sftware installatin and cnfiguratin Cnsulting Training Prject management Sftware licensing Data cnversin 3 rd party prducts required fr New System (i.e. sftware, hardware) Cnsultant travel Other ne-time csts 2. Annual Service Fees Shw all services and activities included in the annual service fees, and shw activities and services that wuld result in an increased fee t the District Shw the expected annual service fee fr each f the next five (5) years 5. Prpsal Evaluatin Prpsals submitted will be evaluated n the fllwing criteria: Quality, clarity, and respnsiveness f prpsal Ability t meet the needs f the District Well thught ut timeline and radmap fr a g live date n later than January 1, 2018 Prven technical ability t design, install, and supprt the prpsed system Demnstrated ability t wrk in a cperative and cllabrative manner with clients Anticipated value and price Successes with similar size clients in terms f users, ppulatin, and District services Ease in maintaining the system and frequency f fixes Ease and cst f upgrading versins References Cmmitment t cntinually evlving the system t remain current with evlving best practices The District reserves the right, at its sle discretin, t request clarificatins f prpsals r t cnduct discussins fr the purpse f clarificatin with any r all Prpsers. The purpse f any such discussins shall be t ensure full understanding f the prpsal. If clarificatins are made as a result f such discussin, the Prpser shall put such clarificatins in writing. 6. General Requirements 6.1 Miscellaneus

13 6.1.1 Ownership f Materials Upn delivery, all prpsals will becme the prperty f the District Right t Reject/Mdify The District may, at its sle discretin, reject any r all prpsals r waive any irregularities withut disqualifying the prpsal. The issuance f this Request fr Prpsal des nt bind the District t award a service agreement fr services described herein Public Disclsure f All Prpsals All prpsals received in respnse t this RFP shall becme the prperty f the District. All prpsals shall becme a matter f public recrd, and shall be regarded as public recrds except fr thse parts f each prpsal which are defined by the prpser as business r trade secrets, prvided that said parts are submitted in a sealed envelpe and clearly marked as trade secret, cnfidential, r prprietary Reasnable Inquiry The District may cnduct any reasnable inquiry t determine the respnsibility f the Prpser. The submissin f a prpsal cnstitutes permissin by the Prpser fr the District t verify all infrmatin cntained therein. If the District deems it necessary, additinal infrmatin may be requested frm any Prpser. Failure t cmply with any such request may disqualify a Prpser frm cnsideratin. 6.3 Cnflict f Interest and Prpsal Restrictins By submitting a respnse t the RFP, the Prpser certifies that n amunt will be paid directly r indirectly t an emplyee r fficial f the District as wages, cmpensatin, r gifts in exchange fr acting as an fficer, agent, emplyee, subcntractr, r cnsultant t the Prpser in cnnectin with the prcurement under this RFP. Ntwithstanding this restrictin, nthing in this RFP will be cnstrued t prhibit anther gvernmental entity frm making a prpsal, being cnsidered fr award, r being awarded a cntract under this RFP. Any individual, cmpany, r ther entity invlved in assisting the District in the develpment, frmulatin, r drafting f this RFP r its scpe f services will be cnsidered t have been given infrmatin that wuld affrd an unfair advantage ver ther Prpsers, and said individual, cmpany, r ther entity may nt submit a prpsal in respnse t this RFP. 6.4 Cntract Negtiatins After a review f the prpsals and cmpletin f the backgrund reviews, the District intends t enter int cntract negtiatins with the selected Prpser. These negtiatins culd include all aspects f services and fees. If a cntract is nt finalized in a reasnable perid f time, the District will pen negtiatins with the next ranked service prvider. 6.5 Executin f Cntract If the selected Prpser des nt execute a cntract with the District within fifteen (15) business days after ntificatin f selectin, the District may give ntice t that service prvider f the District s intent t select frm the remaining Prpsers r t call fr new prpsals, whichever the District deems apprpriate. 6.6 Severability

14 If any prvisin f this RFP is declared by a curt t be illegal r in cnflict with any law, the validity f the remaining terms and prvisins will nt be affected; and, the rights and bligatins f the District and Prpsers will be cnstrued and enfrced as if the RFP did nt cntain the particular prvisin held t be invalid. 6.7 Warranty The selected sftware Prpser will warrant that the prpsed sftware will cnfrm in all material respects t the requirements and specificatins as stated in this RFP, demnstrated in bth the sftware demnstratin and subsequent prf-f-capabilities. Further, the requirements as stated in this RFP will becme part f the selected sftware Prpser s license and the sftware Prpser will warrant t the requirements. The selected Prpser must warrant that the cntent f its prpsal accurately reflects the sftware's capability t satisfy the functinal/technlgical requirements as included in this RFP. Furthermre, the warranty, at a minimum, shuld be valid fr the duratin f the implementatin and until final acceptance (as will be defined during the negtiatin prcess) f all applicatin mdules included in the implementatin. 6.8 Rights f the District The District reserves the right t: Make the selectin based n its sle discretin; Reject any and all prpsals; Issue subsequent Requests fr Prpsals; Pstpne pening prpsals, if necessary, fr any reasn; Remedy errrs in the Request fr Prpsal prcess; Apprve r disapprve the use f particular subcntractrs; Negtiate with any, all, r nne f the Prpsers; Accept ther than the lwest ffer; Waive infrmalities and irregularities in the prpsals; Enter int an agreement with anther Prpser in the event the riginally selected Prpser defaults r fails t execute an agreement with the District. An agreement will nt be binding r valid with the District unless and until it is apprved by the and executed by authrized representatives f the District and f the Prpser.