Request for Proposal For Consulting Services for Accela Software Upgrade September 30, 2013 1
1.0 General Invitation 1.1 Purpose of the Request for Proposal Guilford County is soliciting the submission of a Request For Proposal (RFP) for the upgrade Accela products to the latest recommended version, migrate from Accela Automation Classic to Accela Automation V360, and assist in deployment of new Accela solutions. The RFP is requesting a prime proposal from a qualified Supplier that is capable of delivering and implementing a complete solution and meeting the unique needs of Guilford County. Supplier(s) are permitted to collaborate with additional parties to address all mandatory requirements; however, one Supplier must be the prime point Supplier and Guilford County will only enter into one contract agreement with that Supplier. The award and payment may go to only one source of supply. All proposals must be submitted in hard copy with one original and seven copies by the event close date and time listed in this RFP; and, other communications must be submitted electronically through the Q/A Feature Tab under Strategic Sourcing Event 388. A Non-Mandatory Pre-Bid Tele-Conference will be held at 10 a.m. on October, 7, 2013. The conference Call Number is (336) 641-4200. Suppliers who do not participate in the Non-Mandatory Tele conference will be eligible to submit a RFP Proposal. Although the Tele-Conference is Non-Mandatory it is highly recommended for information purposes. All Proposals must be submitted to the Guilford County Purchasing Department, 301 West Market Street, Old Courthouse, B-32, Greensboro, NC 27401, in hard copy form with one original and seven copies on or before the close date and time of 5:00 P.M., EDT, on Monday, October 21, 2013. Proposals submitted must be binding for not less than one hundred eighty (180) days after the Notification of Award. 1.2 Contractual Requirements The County expects the selected Supplier(s) to comply with the contractual requirements listed below as to licensing, maintenance, payments, and performance. The contract will require the following properties: 1. The RFP, Supplier s response, clarifications, and all addendum(s) will be part of the final contract and Proposal; 2. Prices must be held firm for 180 days from date of Notification of Award. 2
3. Payment is dependent on application performance testing and acceptance procedures; Payment terms will be as follows: 1. Consulting and Implementation Services a. Fixed Priced proposal concurrent with application milestone/acceptance by module b. Note: Proposal pricing based on Time & Materials estimates will not be considered 2. Training/Out-of-Pocket Expenses: a. Upon completion of accepted service 100% b. All payments are to be net 30 days 3
2.0 Project Background 2.1 Project Summary Accela is a land permit and enforcement management system that is used by the public to request permits for various activities, such as buildings, improvements, enforcement, water and septic. It is also used internally for address assignment of County parcels and is an event management system for inspections for the activities noted above. Accela tracks the fees and permit costs associated with the activities noted above. The system is used internally by staff in GIS, Tax, Planning, Environmental Health and Emergency Services for their business needs. It is used by realtors for property research and verification. Accela was implemented in February, 2006. The last major patch update to version 6.7 occurred in February, 2010. The current release of Accela is version 7.3. Consequences of not upgrading are noted in the paragraphs below. Data correctness and delivery: Technology of current Accela system, its servers, user s desktops and laptops in the field are being surpassed by mobile computing advances and we cannot deliver data to the county customers in the way they need to use it without replacing our servers and Accela software versions to match the trend. Since parts of Accela are customer-facing it is important to have a customer interface that projects a positive county image and allows business to function in the public sector in a similar way that it does in the private sector. The Accela IVR system is out of support and new hardware is required to perform an upgrade. The current billing process is manual. The Accela system does not accommodate fee assessment for multi-trade permits and does not interface with the Lawson Accounts Receivable (AR) system. All fees to be billed must be manually typed into a spreadsheet and manually uploaded into the AR system. Clients are requesting modifications and enhancements that are not possible with the current version of the Accela product. Accela Citizens Access (ACA), is an application that is used by the public to submit requests for applications and inspections via the County website. The current version of ACA only supports Internet Explorer 7 or 8. Citizens using higher versions of IE or other browsers are frustrated when they are not able to schedule an inspection through the web. Hardware and operating systems for Accela were implemented in 2005 and need to be upgraded. 4
Maintenance on the obsolete server environment where the Accela database resides must continue to be renewed until the system is upgraded. 5
2.2 Project Objectives The objectives for the awarded Supplier (s) identified for the contract award: Upgrade Accela software from 6.7.x to the latest recommended version. Migrate from Accela Automation Classic to Accela Automation V360 Deploy new solutions Automate manual billing processes End-user training on new functionality in the new version Integrate with Active Directory Project Management Replacement of Accela Servers with new and/or virtual servers, including IVR change out. Upgrade or replacement of obsolete field equipment and peripheral devices used by County inspectors. Re-write of Accela wireless and receipt reports. 3.0 Current State 3.1 Current Accela Environment (as of September 30, 2013): Current Release 6.7.x Target Upgrade Release 7.2.x or latest version Accela Automation Accela Wireless to Mobile Office Accela Document Service Accela Citizen Access Accela GIS 6
3.2 Hardware Environment Guilford County will provide necessary server infrastructure for this project. Blade servers with Virtual servers running Windows Server 2012 R2 (or Windows Server 2008 R2 if 2012 version not supported) will be provisioned by Guilford County IS. Server Hardware will be procured by Guilford County and is not part of this RFP. Production Environment: 2 VM s for Accela Automation 1 VM - av.biz, av.ads, Brava 1 VM - av.web, av.cfmx, av.indexer, av.arw 1 VM for Accela GIS, Accela Mobile Office, Accela Wireless, Accela Citizen Access Test Environment: 2 VM s for Accela Automation 1 VM - av.biz, av.ads, Brava 1 VM - av.web, av.cfmx, av.indexer, av.arw 1 VM for Test Accela GIS, Accela Mobile Office, Accela Wireless, Accela Citizen Access IVR*: Minimum of 5 Analog Ports for Production and 1 Analog port for Test 1 VM for Production and Test Accela IVR Or Voxeo Prophecy physical server *IVR hardware may be quoted as an optional line item. However, IVR software installation and configuration should be included as part of the RFP. 3.3 Reports (See Exhibit A for detailed listing of reports) Accela Wireless Reports Business Objects and On Demand Reports ARW Reports 7
4.0 Scope of Services The County wishes to procure professional Consulting Services to ensure that the Accela upgrade is deployed in the most logical, timely and cost-effective manner. The following services are sought: 4.1 Project Planning and Management The selected Supplier(s) will provide Consulting Services for the overall project management of the implementation, and work with Guilford County s Project Manager(s) to: Establish a project charter that includes scope, project resources, roles, responsibilities, key deliverables and success criteria. Create and maintain a work plan identifying tasks to ensure successful project implementation and monitor progress against the plan. Determine and manage risks which may jeopardize project success. Supervise deliverables, create and ensure quality. Incorporate a communication plan to ensure communication between the awarded Supplier(s), County resources and 3 rd party resources as required. Create weekly project status reports including prior week accomplishments and planned future activities. Provide a risk management plan, identify risks and develop risk mitigation strategies Identify, resolve and/or escalate cross-project issues in a timely manner. Actively participate in steering committee meetings Ensure on-time completion of project and success criteria The Supplier s Project Manager will be responsible for managing the Supplier s resources, budgets and schedules. 8
4.2 System Preparation The awarded Supplier shall provide technical services to assess the existing environment and ensure that sufficient resources are available to support the application upgrade. The awarded Supplier shall also install all new environment and applications products, including upgrade software and any additional required software (for both the production environment and any test systems). In support of this phase, the proposer shall: 1. Upgrade Accela software from 6.7.x to 7.2.x or latest recommended version Validate proposed hardware specs for Accela servers and Accela Mobile Office client hardware Validate system hardware configuration and ability to handle projected system load Migration of the Oracle database from 10 to 11G on Sun Solaris Set-up integration with Active Directory System Install document for Test and Prod environments Accela IVR software install and configuration Accela GIS Admin configuration support. Establish integration between Accela GIS and ArcGIS server/services Accela GIS admin training AGIS Admin tool and AGIS settings in AMO, ACA, AA (specify # of training hours). Accela Mobile Office admin training AMO Admin tool and settings in AA (specify # of training hours) Accela Mobile Office end user training standard AMO functionality (specify # of training hours) User Acceptance Testing support Go Live Support. 9
2. Migrate from Accela Automation Classic to Accela Automation V360 Complete user requirements documentation and configuration for V360 consoles including its associated portlets, view filters, menus and text settings, including: Analysis and configuration for 2 V360 consoles Accela / Crystal adapter deployment Configure Crystal / ARW reports in V360 AA Report Manager Develop new custom Crystal receipt report V360 admin and Data Manager training (specify agenda and # of training hours) User Acceptance Testing support Go Live Support 3. Deploy New Solutions EMSE 2.0 upgrade support. Upgrade ESME scripts from 1.4/1.6 to 2.0 Setup Ad Hoc reports for Test and Prod environments Deploy standard Official Payments epayment solution in ACA - Currently used for single trade permits and water sample fees. Payments are also available for new well and repair permits. Accela Citizen Access admin training (specify agenda and # of training hours) User Acceptance Testing support Go Live Support. Optional (Please list pricing for these items separately) Auto Assign Inspections analysis and configuration. Analysis of inspector districts and disciplines. Configuration of inspector profiles. Configure proximity alerts. Automation of billing process, including multi-trade permits, and integration with the Lawson Accounts Receivable system (See Exhibit B for Lawson AR data field requirements for Planning fees and Exhibit C for Lawson AR data field requirements for Environmental Health fees) 10
4.5 Data Conversion and Interfaces The awarded Supplier will provide technical services to ensure that data is converted successfully, in accordance with Accela requirements, and provide support to the County to ensure custom reports are modified appropriately. In support of this phase, the proposer shall: Transform application data from version 6.7x to version 7.2x or latest recommended version using the upgrade programs. Work with the County to identify where differences in the upgraded software can eliminate manual business processes and current custom reports. 4.6 Testing The awarded Supplier will work with the County to develop the overall testing requirements to ensure all components of the upgrade and related system changes are prepared and tested to the County s satisfaction to deploy into production. In support of this phase, the awarded Supplier shall: Update and/or assist with creation of test scripts Provide guidance to the County to ensure data is validated Work with end users to test the Accela applications and the utilization of any new features and resolving issues. Resolve any issues from the upgrade and related system changes. 4.7 Final Preparation, Go Live and Post Go Live Support The awarded Supplier will provide services to prepare for production deployment, execute the upgrades, and provide post-go live support. In support of this phase, the Supplier shall: Work with the County to develop and document a detailed cut-over plan, perform risk assessment, and develop contingency plan. Provide guidance on preparation of end-user training material/manuals and review with identified County trainers. Participate in the readiness assessment to determine if all tasks are complete and issues resolved and to obtain go-live authorization. Execute the production upgrades as noted in section 4.2. Provide post go-live support for four weeks immediately after the deployment into the production environment. The County reserves the right to modify, and/or remove principal services at negotiated costs through an agreed upon change order process. 11
4.9 Resources to be Provided by Guilford County In support of this project, Guilford County will provide the following: 1. An internal Project Manager 2. Business users and technical support staff to participate in knowledge transfer, data validation, testing and training. 3. Accela System and Oracle Database Administrators to facilitate technical components of the upgrade. 4. A testing or upgrade environment will be established to perform the upgrade. Note: new hardware will be purchased and installed for the production and test environments as part of this project through a separate procurement process. 5. On-site work space for the proposer s team (if required) which will include work stations connected to the network and access to networked printers. 6. Remote access available for the proposer to the County network via Citrix. 12
5.0 General Information and Guidelines 5.1 General Information Electronic copies of this Request for Proposal are available at Guilford website address (http://www.co.guilford.nc.us/sourcing/). All official County responses to prospective Bidder s questions and official addenda regarding RFP revisions or additional information will be communicated by the County through the Strategic Sourcing Q/A function tab within this event. All questions and/all clarifications are to be submitted through the Event #?, Q/A Feature Tab. All RFP Bid Submissions shall be submitted by hard copy which shall consist of one original and seven copies of the RFP proposals and must be received by the Guilford County Purchasing Department, 301 West market Street, Old Courthouse, Greensboro, NC 27401, by the close date and time of 5:00 P.M. EDT, Friday, October 21, 2013. RFP Event OPENS: Monday, September 30, 2013, Time: 9:00 AM EDT A Non-Mandatory RFP Information Tele Conference will be held at 10:00 A.M. EDT, Monday, October 7, 2013. The Conference Call Number is (336) 641-4200. Deadline for all Bidder s questions regarding the RFP is 10 A.M. EDT, Monday, October 14, 2013. 13
5.2 Procurement Timetable The timetable for the RFP solicitation process is summarized below. Note that these are target dates and are subject to change by the County. Activity County issue of RFP Non-Mandatory Pre-Proposal Tele Conference Post-Conference Questions Due Addendum to Answer Questions Available RFP Proposals Due-Close Date/Time Target Date Monday, September 30th @ 10:00 AM EDT Monday, October 7 th @ 10:00 A.M. EDT Monday, October 14th @ 10:00 AM EDT Wednesday, October 17 th @ 5:00 PM EDT Monday, October 21 st @ 5:00 PM, EDT The following are ESTIMATED Dates The County will attempt to meet the milestone dates estimated below. Only Supplier(s) identified on the short-list will be notified and consulted about subsequent dates after the determination of the short-list. All dates are subject to change. Activity Target Date Evaluation of Proposals October 31 st, 2013 Establish Short-List on or before November 1 st, 2013 Contract Negotiations Begin November, 2013 5.3 Confidentiality All proposals submitted shall be regarded as public record. Unless there is proprietary information and then each page must be marked CONFIDENTIAL. 14
6.0 Preparing Proposals: Required Information 6.1 Response For ease of handling and reference, potential Bidders must submit their detailed Proposal for Event 388 in hard copy form, with one (1) original and seven (7) copies by the event close date and time. All proposals must be received by the Guilford County Purchasing Department, 301 W. Market Street, Suite B-32, Old Courthouse, Greensboro, NC 27401 and must include: 1. Cover Letter Include a brief history of your firm and a brief description of the services your firm proposes to provide Guilford County. Include the mailing address, phone and fax numbers and email address of the individual signing the cover letter as well as contact information for your firm s primary contact for this RFP, if different. 2. Qualifications and Experience of Firm List the number of years the Bidder s firm has been in operation and number of years the firm has been providing consultation and project work involving Accela Software. State whether or not the firm is an Accela Partner or Accela Certified. Describe and list similar projects performed in the past five (5) years that best characterize the firm s capabilities. List similar services the firm has provided to other public sector agencies in the past five (5) years. 3. Price Proposal Provide an estimate of total hours, rates, total dollar amount and estimated travel expenses as follows: Total Project Pricing to perform tasks identified in the scope of work. Note: All proposals must be submitted based on Fixed Price estimates. Note: Proposals based on Time and Materials estimates will not be considered. Summarize, by line item the total project labor and related materials costs, by each section described in the scope of work (Project Planning and Management, System Preparation, Data Conversion, Testing, Final Preparation, Go Live and Post Go Live Support). Within these line item breakdowns, provide the classification of employee, associated hourly labor rate, hours estimated for the task and total cost. Subtotal each phase of work by line item. See example below: 15
Project Planning and Management Position Title Hourly Rate Estimated Hours Total Cost $ $ $ $ Total Personnel Hours and Expenses $ Itemize a list of any other indirect costs, by scope section to include other direct costs, travel expenses, etc. to accomplish this project. Airfare should be calculated at the most cost-efficient round-trip coach rate. Hotels, meals and incidental expenses must be calculated using the IRS Publication 1542. 4. Project Plan For each section described in Scope of Work of this RFP, include the following: Describe your 1) proposed work tasks and activities; 2) approach and methods that will be used to accomplish these tasks and activities; and 3) specific personnel assigned to project tasks and activities. Describe the proposed work product or deliverable that will result from each task or activity. Identify the time frame estimated to complete each task. Describe how quality control and risk mitigation will be addressed in your work and that of subcontractors ( if applicable). List any additional resources (staff, materials, access, etc.) anticipated to be provided by Guilford County to complete this project beyond those listed in this RFP. Furnish a time line and work breakdown structure of personnel to support scope of work activities. Provide an organizational chart for the team that would be assigned to this account and a paragraph about each, discussing his/her qualifications and experience as related to the requirements of this proposal. Also provide the minimum percentage of time the team member would devote to this account. Guilford County will approve all the Supplier s personnel initially assigned to perform services through an awarded contract, as well as all replacement personnel. Supplier will also provide adequate time for Guilford County to review and assess any change in supplier s staff 16
assignments to the project. Guilford County reserves the right to reject staff assignment after review. 5. Value Added Propositions Please propose items in this category separately from the key components of this RFP: Discuss and list any prompt payment discounts available. Discuss and list any special services or products your firm is willing to provide with this proposal. 6.2 Evaluation Method All Proposals that meet the specifications and scope of this RFP will be evaluated in accordance with the criteria listed below: 1. Awarding Authority/Evaluation Committee This RFP is issued by Guilford County Purchasing Department. An evaluation committee comprised of staff from various County departments will have responsibility for reviewing and evaluating all Proposals submitted in hard copy form in response to this RFP. The County reserves the right to include outside consultants to assist in the evaluation process. County reserves the right to reject any and all bids, whichever is in the best interest of Guilford County. 2. Selection of Qualified Proposals The Interim Director of Information Services and the evaluation committee will review the Proposals submitted by all Bidders to determine whether the minimum qualifications set forth herein are met. On the basis of the evaluation criteria set forth in the RFP, the Interim Director of Information Services and the evaluation committee will recommend award of the contract to the Guilford County Purchasing Department of which is the most qualified Supplier(s) and which best meets the needs and requirements of the County, and provides the most cost-effective solution. The Interim Director of Information Services may at any time investigate a Bidder s ability to perform the work. All Bidders must list their references as indicated for at least (5) sites that have recently upgraded to the Accela 7.2.x or latest version, and to include the total population served by the government/entity. If the Bidder has more than 5 sites, please provide a list of all remaining reference sites (i.e. a client listing). Guilford County may, in addition to references supplied, request the additional information about a company, and its experience with previous contracts. Bidders may choose not to submit information in reply to Guilford County Purchasing Department requests; provided however, that if failure to submit such information results in the inability of the County to obtain needed facts regarding the Bidder s qualifications or ability to perform, the Interim Information Services Director may at her discretion discontinue further consideration of a particular Proposal. 17
The County may use sources of information not supplied by the Bidder concerning the ability of the Bidder to perform the work. Such sources may include current or past customers of the organization; current or past suppliers; articles from data processing, communications and related publications; articles from other published sources made available to the County. However, Guilford County is under no obligation to obtain any additional information other than that supplied by the Bidder in response to this RFP. 6.3 Selection Criteria The Bidder s written response and the Bidder s supplied documentation will constitute the primary basis for assessing the merits of a Bidder s offer. The basis for the evaluation of proposals received is included, but not limited to, the following considerations: The Bidder s performance record in meeting the requirements of their existing customers. Particular emphasis will be placed in the areas of Accela 7.2.x or 7.3 functional and technical expertise and the project plan. Amount and cost of the Bidder s support that will be available for software installation, configuration, data conversion, and implementation. Adherence to the requested RFP proposal format. This includes the thoroughness of the proposal, the project plan as well as the format of the presentation. The number, type, experience and availability of Bidder s staff. The Bidder s ability to support the total system solution, including, configuration, data conversion, training, and support. Responsiveness to requirements outlined in this RFP. 18