1.0Introduction



REQUEST FOR PROPOSAL forCIS Solution and Implementation ServicesNo. 15-PR-CCO-59Issue Date:November 3, 2015Due Date:January 13, 2016 – Before 4:00 PM Local TimeTable of Contents TOC \o "1-3" 1.0Introduction PAGEREF _Toc434318223 \h 51.1Overview Of Current CIS System PAGEREF _Toc434318224 \h 52.0Project Scope PAGEREF _Toc434318225 \h 72.1Proposer/Project Minimum Requirements PAGEREF _Toc434318226 \h 72.2Functional Components To Be Evaluated PAGEREF _Toc434318227 \h 72.3Technical Components To Be Evaluated PAGEREF _Toc434318228 \h 82.4Minimum Bid Modules for Replacement PAGEREF _Toc434318229 \h 82.5Phased Implementation Approach PAGEREF _Toc434318230 \h 82.6Future Systems to Be Integrated With CIS PAGEREF _Toc434318231 \h 93.0Purchasing Requirements And Instructions PAGEREF _Toc434318232 \h 103.1Examination of RFP Documents PAGEREF _Toc434318233 \h 103.2Definition of Terms PAGEREF _Toc434318234 \h 103.3Communications With DC Water PAGEREF _Toc434318235 \h 113.4RFP Timeline And Process PAGEREF _Toc434318236 \h 123.5Intent To Respond or Decline Form (RFP Attachment 5) PAGEREF _Toc434318237 \h 123.6Pre-Proposal Discovery Sessions PAGEREF _Toc434318238 \h 123.7Confirmation Date For Discovery Sessions PAGEREF _Toc434318239 \h 133.8Demonstration Scripts PAGEREF _Toc434318240 \h 143.9Evaluation Criteria PAGEREF _Toc434318241 \h 143.10Description Of RFP Package PAGEREF _Toc434318242 \h 153.11Required Responses PAGEREF _Toc434318243 \h 163.12Proposal Submission Instruction PAGEREF _Toc434318244 \h 173.13Other Terms and Conditions PAGEREF _Toc434318245 \h 194.0DC Water General Information PAGEREF _Toc434318246 \h 264.1District of Columbia Overview PAGEREF _Toc434318247 \h 264.2History of DC Water PAGEREF _Toc434318248 \h 284.3DC Water Overview PAGEREF _Toc434318249 \h 294.3.1DC Water Service Territory PAGEREF _Toc434318250 \h 304.3.2Customer Base and Services PAGEREF _Toc434318251 \h 314.3.3Billable Services PAGEREF _Toc434318252 \h 324.3.4Key Performance Indicators PAGEREF _Toc434318253 \h 334.3.5Mission, Vision, Values, and Goals PAGEREF _Toc434318254 \h 344.3.6Growth Expectations In Services provided PAGEREF _Toc434318255 \h 354.3.7End-User Reasons For Change PAGEREF _Toc434318256 \h 354.3.8Strategic Direction PAGEREF _Toc434318257 \h 354.3.9Project Justification and Business Functionality Gaps PAGEREF _Toc434318258 \h 364.4Organization and Project Descriptions PAGEREF _Toc434318259 \h 374.4.1DC Water Organizational Structure PAGEREF _Toc434318260 \h 374.4.2Executive Steering Committee and Project Sponsors PAGEREF _Toc434318261 \h 404.5Existing Customer Care & Billing General Information PAGEREF _Toc434318262 \h 434.5.1Legacy CIS: Vertex Business Services eCIS PAGEREF _Toc434318263 \h 434.5.2Miscellaneous Statistics PAGEREF _Toc434318264 \h 444.5.3Meter Read Processing PAGEREF _Toc434318265 \h 454.5.4Daily Bill Processing PAGEREF _Toc434318266 \h 454.5.5Bill Print Processing PAGEREF _Toc434318267 \h 474.5.6Cash and Remittance Processing PAGEREF _Toc434318268 \h 474.5.7Credit and Collections Processing PAGEREF _Toc434318269 \h 494.5.8Service Order Distribution and Management Processing PAGEREF _Toc434318270 \h 494.5.9Web Self-Service PAGEREF _Toc434318271 \h 504.5.10High Usage Notification Application (HUNA) PAGEREF _Toc434318272 \h 524.6Key Statistics For Cost Calculations PAGEREF _Toc434318273 \h 524.6.1General Service Information PAGEREF _Toc434318274 \h 524.6.2Active Customers PAGEREF _Toc434318275 \h 524.6.3System Users PAGEREF _Toc434318276 \h 524.6.4Additional Modules Under Consideration PAGEREF _Toc434318277 \h 535.0 Technical Environment Overview PAGEREF _Toc434318278 \h 545.1Current State of the CIS Application PAGEREF _Toc434318279 \h 545.1.1Database PAGEREF _Toc434318280 \h 545.1.2Reporting PAGEREF _Toc434318281 \h 545.1.3Batch Processes and Scheduled Jobs PAGEREF _Toc434318282 \h 545.1.4Workstation Emulation PAGEREF _Toc434318283 \h 545.2System Interfaces PAGEREF _Toc434318284 \h 545.3Information Technology Environment PAGEREF _Toc434318285 \h 575.3.1CIS Network Architecture PAGEREF _Toc434318286 \h 575.3.2Servers PAGEREF _Toc434318287 \h 575.3.3Workstations / Desktop Environment PAGEREF _Toc434318288 \h 585.3.4Printing and Scanning PAGEREF _Toc434318289 \h 585.3.5Remote Access Capability PAGEREF _Toc434318290 \h 595.3.6Database Management Systems PAGEREF _Toc434318291 \h 595.3.7Internet Browser Environment PAGEREF _Toc434318292 \h 595.3.8 Business Continuity / Disaster Recovery PAGEREF _Toc434318293 \h 596.0Business Requirements PAGEREF _Toc434318294 \h 606.1Overview PAGEREF _Toc434318295 \h 606.2Key Business Segments PAGEREF _Toc434318296 \h 606.2.1System Documentation PAGEREF _Toc434318297 \h 606.2.2Reports PAGEREF _Toc434318298 \h 606.2.3Interfaces to other business systems PAGEREF _Toc434318299 \h 626.3General Service Level Agreement (SLA) PAGEREF _Toc434318300 \h 627.0Implementation Information PAGEREF _Toc434318301 \h 647.1General Expectations And Overview PAGEREF _Toc434318302 \h 647.1.1Multi Location Implementation Plan PAGEREF _Toc434318303 \h 647.2Project Team Allocation PAGEREF _Toc434318304 \h 647.3DC Water’s Project Team Description PAGEREF _Toc434318305 \h 657.4Implementation of Major Project Activities PAGEREF _Toc434318306 \h 677.4.1Project Initiation PAGEREF _Toc434318307 \h 677.4.2Software And Hardware Procurement and Staging (if on-premise) PAGEREF _Toc434318308 \h 687.4.3Software And Hardware Installation (if on-premise) PAGEREF _Toc434318309 \h 687.4.4Requirements Analysis / Gap Analysis PAGEREF _Toc434318310 \h 687.4.5Software Configuration PAGEREF _Toc434318311 \h 697.4.6Technical Training PAGEREF _Toc434318312 \h 697.4.7Functional Training PAGEREF _Toc434318313 \h 707.4.8Data Conversion PAGEREF _Toc434318314 \h 717.4.9Software Testing PAGEREF _Toc434318315 \h 727.4.10 Configuration Fine Tuning & Preparation For Go-Live PAGEREF _Toc434318316 \h 737.4.11 Solution Go-Live PAGEREF _Toc434318317 \h 737.4.12 Post Implementation Support PAGEREF _Toc434318318 \h 747.5Value Add-Implementation Services PAGEREF _Toc434318319 \h 747.5.1Organizational Change Management PAGEREF _Toc434318320 \h 747.5.2Communications Management PAGEREF _Toc434318321 \h 747.5.3Document Existing Business Processes PAGEREF _Toc434318322 \h 747.5.4Document New System Business Processes PAGEREF _Toc434318323 \h 757.5.5End User Training Material Development PAGEREF _Toc434318324 \h 757.5.6Custom Documentation For Modifications and Interfaces PAGEREF _Toc434318325 \h 757.5.7Conduct Data Clean-up for Data Conversion PAGEREF _Toc434318326 \h 758.0Support and Maintenance PAGEREF _Toc434318327 \h 768.1Base Warranty PAGEREF _Toc434318328 \h 768.2Modification And Interface Warranty PAGEREF _Toc434318329 \h 768.3Product Support PAGEREF _Toc434318330 \h 769.0 Upgrade Information PAGEREF _Toc434318331 \h 779.1Process PAGEREF _Toc434318332 \h 779.2Timeframes PAGEREF _Toc434318333 \h 7710.0Hosting Requirements PAGEREF _Toc434318334 \h 7810.1Overview PAGEREF _Toc434318335 \h 7810.2Requested Outsourcing Services PAGEREF _Toc434318336 \h 7810.2.1CIS Application Outsourcing PAGEREF _Toc434318337 \h 7810.3Financial Models PAGEREF _Toc434318338 \h 8210.4Upgrade Information PAGEREF _Toc434318339 \h 8210.4.1Process PAGEREF _Toc434318340 \h 8210.4.2Timeframes PAGEREF _Toc434318341 \h 8210.4.3Estimated Upgrade Costs Based On This RFP PAGEREF _Toc434318342 \h 821.0IntroductionThis Document and all its attachments constitutes a Request for Proposal (RFP). It is the intent of the District of Columbia Water and Sewer Authority (DC Water) to investigate the purchase of new Customer Information System (CIS) and implementation service as specified within this document.1.1Overview Of Current CIS SystemDC Water’s billing and CIS is a proprietary software application outsourced to Vertex Business Services Holdings, LLC. The CIS application provides a highly functional rating and billing engine that supports current DC Water billing requirements. Current rating functionality utilized by DC Water includes but is not limited to the following: consumption-based rating of applicable services (e.g. water service, Pilot, and Right of Way), impervious and stormwater charges based on impervious area units, meter and water system replacement fees based on meter size, rate proration, customer assistance program (CAP) discounts based on usage and one fixed fee, budget billing, non-premise based merchandise and service billing, capture and allocation of customer contributions to the DC Water SPLASH program, and a wide variety of miscellaneous charges, to name a few. While the majority of DC Water customers receive a generic paper bill on a monthly basis, electronic billing (e-bill), group billing, and quarterly and semi-annual billing are supported for a subset of DC Water accounts.The current CIS application operates on an AS/400 server, which is housed in Scottsbluff, NE. Vertex manages daily operations of the data center and provides services outlined in Section 4.5.The production system completes a nightly batch process. This results in the monthly production of bills, statements, and notices for approximately: CommodityNumber of CustomersWater140,000Stormwater140,000Impervious and stormwater only10,000DC Water customers are able to submit account payments via a number of different methods, as outlined below. Payment SourcePercentage of CustomersMail44%Online Bill Payment21%Cashiering2%Web Based / IVR21%Bank Draft / Electronic Remit10%Other (Wire Transfer, etc.)2%DC Water has entered into a contract to offer our customers a cash payment option at local convenience, grocery and other stores for which any new CIS would need to be able to accept a payment file. Numerous enhancements or business strategy decisions have shaped the legacy CIS – and related systems - over the years; highlights include:480 federal property meters where Federal customers pay in advance for up to three years with an annual true up.Implemented and enabled a fully integrated Advanced Metering Infrastructure (AMI) metering topology.High Usage Notification Application (HUNA) as a free service to proactively notify customers of high water use - including unknown household leaks, sprinklers accidentally left running or ruptured washing machine hoses.Serving People by Lending A Supporting Hand (SPLASH) — SPLASH is a DC Water program that helps customers maintain critical water and sewer service in times of financial emergencies.Customer Assistance Program (CAP) is administered by the District of Columbia's Department of Energy and the Environment. CAP provides eligible customers with a discount of up to 400 cubic feet of water and sewer services per month and a waiver of the water system replacement fee, a current savings of up to $46.31 per month for water and sewer services.Cross-Connection Control Program is responsible for inspection, regulation, enforcement and education in preventing backflow incidents in the District.Mobile Service Order scheduling, dispatch, and routing to mobile enabled devices.Green Credit Program to allow partial abatement of certain fixed fees based on construction modifications to a customer’s property.Non-metered project and merchandise billing.2.0Project Scope DC Water is in search of a comprehensive software solution(s) that will replace the legacy eCIS application and Customer Self-Care functionality that will fully automate multiple activities that are currently handled manually. In addition, DC Water will evaluate optional applications to support Business Intelligence including tools to help evaluate rate design modeling where available. The proposed solutions will be required to meet multiple business needs, multiple Departmental requirements, and a wide array of customer-facing opportunities that provide DC Water, and its customers, greatly enhanced capabilities and functionality.2.1Proposer/Project Minimum Requirements The minimum requirements are stated in Attachment 1a or 1b - Response Template2.2Functional Components To Be Evaluated The functional requirements of the new CIS solution and implementation services are shown in Attachment 2 – Functional Matrix, which contain the following areas:Federal Billing requirementMaster and subaccount information and billingBudget billingPayment arrangement capabilityCancel / rebill HUNA adoption and supportDelinquency and special processing Meter inventory, device management, and history Credit and Collections Call Center customer care Marketing and Conservation processingService order scheduling Bill design and letter managementAMI / CIS integration Business Intelligence tools and DashboardsElectronic Bill Presentment and PaymentBill printeCare / Web Self-serviceRate design pro-forma modelingMeter Data Management system integrationBackflow Prevention Device managementIVR integration2.3Technical Components To Be Evaluated Hardware and operating systemSolution supportDisaster recovery Outsourcing availability Hosting capabilitiesData archiving capabilitiesData purging capabilities Data interchange capabilitiesUtilization of portals and business intelligence, executive information tools 2.4Minimum Bid Modules for Replacement The following modules document the minimum proposal opportunity at DC Water.Customer Information SystemeCare / Web Customer Self-CareOther Optional Modules: BI Tool and Dashboard integrationMobile Work Management System2.5Phased Implementation Approach DC Water desires that the Proposer use a phased implementation to this project. DCW has identified, but is not held to, the following roll-out schedule:Phase I:Customer Information SystemIncluding all identified interfacesIncluding standard reportingIncluding the following additional functionality:BackflowFederal BillingOther programs: HUNA, SPLASH, CAP, etc.Web Customer Self-CarePhase II:Business Intelligence Solution2.6Future Systems to Be Integrated With CISDC Water is or will be evaluating the following additional modules / solutions that will be part of the organization’s overall IT Plan. These solutions are not under consideration during this RFP process.Customer Satisfaction Survey initiativeLarge scale AMI replacement of meters and batteries (2015 - 2016)Communication between IBM Maximo, ESRI ArcGIS and CIS for maintenance and emergency work orders and other asset management activitiesUpdate property ownership records with Office of Tax and Revenue (OTR)Meter Data Management System3.0Purchasing Requirements And Instructions3.1Examination of RFP DocumentsIt is the responsibility of each Proposer, prior to submitting a Proposal, to: (a) examine the RFP thoroughly; (b) consider district and local laws and regulations that may affect cost, progress, performance or furnishing of the work; (c) study and carefully correlate Proposer’s observations with the RFP; and (d) notify DC Water of all conflicts, errors or discrepancies in the RFP. Any Proposer who is seeking clarification about the specifications of this RFP must do so prior to the RFP due date and in accordance with the provisions outlined in the following sections. Failure to do so will be at the Proposer's own risk and a Proposer shall not be relieved of a requirement of this RFP on the plea of errors or omissions.3.2Definition of TermsAuthorized Representative: A representative of DC Water designated as DC Water’s Authorized Representative for the purposes of this RFPContract: The Professional Services Agreement (PSA) executed by DC Water and the Proposer for the performance of the work requested in this RFP. The Contract shall incorporate the provisions of the RFP. DC Water: District of Columbia Water and Sewer Authority.May: Indicates something that is not mandatory but permissible for this RFP. Must/Shall: Indicates a mandatory requirement for this RFP. A proposal that fails to meet a mandatory requirement will be deemed non-responsive and may not be considered for award. Proposer/Firm: Any person, firm, corporation, organization, agency, or a duly authorized representative that may submit a proposal for the work described in this RFP.Request for Proposal (“RFP”): Any and all directions, provisions, and requirements, etc. contained in this request for proposal. DC Water may cancel this solicitation at any time for any reason, without obligation.Responsive Proposer: To be responsive, the Proposer must submit a proposal which conforms in all material respects to the requirements set forth in this RFP, as determined solely by DC Water. Should: Indicates something that is recommended but not mandatory. Failure to do what "should" be done will not result in rejection of your proposal but may receive lower consideration as determined solely by DC Water.Subcontractor: Any person or corporation other than the Proposer supplying services or materials for work described in this RFP.Successful Proposer: The Proposer to whom DC Water awards the Contract.3.3Communications With DC Water All communications regarding procurement, general questions or clarifications on any aspect of this RFP must be directed via email to the following DC Water Point of Contact (POC):Mr. Hildred PepperSenior Contract AdministratorDepartment of ProcurementDistrict of Columbia Water and Sewer Authority5000 Overlook Avenue, SWWashington, DC 20032Hildred.Pepper@Office: (202) 787-7356No calls or correspondence or contacts shall be made to anyone other than this DC Water POC about this RFP. Any violation of this communication policy, regardless of severity, may result in the immediate elimination from consideration at the sole discretion of DC Water.3.4RFP Timeline And ProcessThe anticipated schedule for this project is as follows:NoDescriptionCompletion Dates2015-20161RFP made available for download11/3/20152Intent-To-Propose Due from Proposers11/9/2015, 4:00 PM Local Time3Discovery Session with each Proposer12/7 – 12/11/20154Final RFP Questions Deadline12/14/20155RFP Responses Due1/13/2016, 4:00 PM Local Time6Select Short Listed Proposers 2/5/20167Conduct Demonstrations2/22 – 3/11/20168Reference Checks2/22 – 3/11/20169Select Proposer Finalist 3/15/201610Solution Validation Process 3/28 – 4/1/201611Site Visits April 201612Best and Final Offer Due 4/12/201613Selection ApprovalMay – June 201614Contract SignedMay – June 201615Start CIS ProjectAugust 20163.5Intent To Respond or Decline Form (RFP Attachment 5)IF YOUR FIRM IS INTERESTED IN SUBMITTING A PROPOSAL, YOU MUST COMPLETE THIS FORM AND SUBMIT IT BY EMAIL TO DC WATER POC BY NOVEMBER 9, 2015 4:00 PM LOCAL TIME DEADLINE. IF YOU DO NOT SUBMIT THIS FORM, YOUR PROPOSAL WILL NOT BE ACCEPTED. IF YOU SUBMIT THIS FORM WITH “INTEND TO RESPOND” BUT DO NOT SUBMIT A PROPOSAL, THEN DC WATER MAY NOT CONSIDER YOUR FIRM FROM FUTURE OPPORTUNITIES. Upon receipt of Intend-To-Respond or Decline form and your company indicated that your company is intend to respond with a proposal and completed all 4 sections of this form, DC Water will email to the Vendor SPOC with the access ID and password to the SharePoint site where you will upload your proposal.3.6Pre-Proposal Discovery SessionsEach Proposer is highly encouraged to attend the Discovery Session to meet with DC Water in person for questions and answers. Each session may be 1.75 hours long at a DC Water location. Proposer is strongly recommended to prepare your questions for the meeting. THE DISCOVERY SESSIONS ARE NOT SIMPLY ANOTHER OPPORTUNITY FOR A SALES CALL. PROPOSERS ARE EXPECTED TO HAVE READ THIS RFP AND BE FAMILIAR WITH THE CONTENTS IN SUFFICIENT DETAIL TO ENABLE THE PROSPECTIVE PROPOSER’S STAFF MEMBERS TO ASK PERTINENT QUESTIONS TO SUPPORT THEIR DEVELOPMENT OF A RFP RESPONSE.The Proposer’s representatives participating in the Discovery Session are responsible for asking questions about the business operations. The questions and answers will not be documented or provided in an addendum to other Proposers unless DC Water deems the information to be material to the specifications of the RFP. Proposers may also submit any additional questions by the Final RFP Questions deadline. The questions (that are received by this deadline) and answers will be distributed to all participating Proposers.3.7Confirmation Date For Discovery SessionsDiscovery Sessions will be assigned on a first-come, first-served basis. Upon receipt of the RFP, any interested Proposer wishing to participate in a Discovery Session will email the Intent-To-Bid or Decline Form, Attachment 5, as soon as possible to request a Discovery Session timeslot as noted below.? The Proposer should submit their 1st, 2nd, 3rd, 4th and 5th choices.? DC Water reserves the right to increase or decrease the number of available slots based upon demand.? Currently, the Discovery Sessions will be conducted as follows: Date:Time:Monday 12/7/20158 am–10amMonday 12/7/201510 am–12 noonMonday 12/7/20151pm-3pmMonday 12/7/20153pm-5pmTuesday, 12/8/20158 am–10amTuesday, 12/8/201510 am–12 noonTuesday, 12/8/20151pm-3pmTuesday, 12/8/20153pm-5pmWednesday, 12/9/20158 am–10amWednesday, 12/9/201510 am–12 noonWednesday, 12/9/20151pm-3pmWednesday, 12/9/20153pm-5pmThursday, 12/10/20158 am–10amThursday, 12/10/201510 am–12 noonThursday, 12/10/20151pm-3pmThursday, 12/10/20153pm-5pmFriday, 12/11/20158 am–10amFriday, 12/11/201510 am–12 noonFriday, 12/11/20151pm-3pmFriday, 12/11/20153pm-5pmDiscovery session dates have been provided in advance to facilitate travel arrangements in order to help reduce travel costs. 3.8Demonstration ScriptsIn the event you have been selected as a short list Proposer, the Demonstration scripts (RFP Attachment 14) have been included for your reference. 3.9Evaluation Criteria DC Water anticipates using an evaluation process utilizing, but not limited to, any one or more of the following criteria, in no particular order of importance and without limiting the DC Water’s ability to take into account any other criteria deemed relevant to produce a short-list of proposals for further consideration. DC Water will select proposals that provide the best value, technically acceptable/superior based on the following factors:Vendor viabilityFunctional and technical capabilityImplementation methodologyTechnical topology and adoption against known standardsPriceDemonstrationsReference Local small business3.10Description Of RFP PackageThis RFP Packet contains two major parts: This RFP document itself which provides DC Water background, project background, current procedures, requirements and needs.And,RFP Attachments: RFP Attachment No. & NameDescription1aResponse Template for the Hosted solutionQuestions related to the Hosted Solution1bResponse Template for the On-Premise solutionQuestions related to the On-Premise solution2Functional MatrixList of DC Water CIS functional requirements3aCost Matrix for the Hosting solutionPrice proposal template for the Hosted solution3bCost Matrix for the On-Premise solutionPrice proposal template for the On-Premise solution4Staffing MatrixTemplate for proposing staffing/resource needs for both companies5Intent-to-Respond or Decline FormTemplate to submit your intent to response or decline6Interface DiagramSystem interface diagram7RatesDC Water Water and Sewer billing rates8Reports & QueriesList of DC Water Reports and Queries to be run from CIS9Insurance RequirementsDC Water insurance requirements10General Provisions for Goods and ServicesDC Water general terms and conditions. You must provide the detailed list & explanation of any exceptions.11Local Small BusinessDC Water’s local and small business program. Contains templates that you must respond.12Sample BillsDC Water’s sample bill13DC Water PMO GuideDC Water IT Project Management Guide, Process, and Requirements14Demonstration ScriptsDemonstration scripts15Representations, Certifications, Acknowledgements and AffidavitsRequired Representations, Certifications, Acknowledgements and Affidavits16Proposal Packing ListList of documents of included in your proposal3.11Required ResponsesAll of the following Contents must be included in your proposal in the document format required:Your Proposal Document NameContentRequired Document FormatProposal Packing ListList of documents included in your proposalWord .docx or PDFCover LetterSigned cover letterPDFExecutive SummaryWord .docxResponse Template 1a RFP Attachment 1a for hosting solutionWord .docxResponse Template 1b RFP Attachment 1b for on-premise solutionWord .docxAttachment AReferencesWord .docxAttachment BFunctional Matrix (RFP Attachment 2)Excel .xlsxAttachment C.aCost Matrix for the Hosting solution (RFP Attachment 3a)Excel .xlsxAttachment C.bCost Matrix for the On-Premise solution (RFP Attachment 3b)Excel .xlsxAttachment DImplementation team resumesWord .docx or PDFAttachment EFinancial reportsPDFAttachment FYour sample contractsPDFAttachment GYour SLA agreementsPDFAttachment HCorporate literaturePDFAttachment IProduct planPDFAttachment JUser conference informationPDFAttachment KSample reportsPDFAttachment LImplementation schedule – Project planProject .mppAttachment MStaffing matrix (RFP Attachment 4)Excel .xlsxAttachment NCustomer satisfaction statisticsPDFAttachment OCustomer satisfaction surveysPDFAttachment PManuals and documentationPDFAttachment QCourse listPDFAttachment RCourse outlinePDFAttachment SRepresentations, Certifications, Acknowledgements and Affidavits (RFP Attachment 15)PDFAttachment TLocal Small BusinessPDFSpecific instructions for completing above responses are in RFP Attachment 1a and 1b.Each document must be submitted separately. Do not combine multiple documents into one.You must submit each document in the format requested above. Any other format will be rejected and your entire proposal will be rejected.If you do not have a response to any of the requested item (for example, your company does not have a Customer Satisfaction Survey for Attachment O), then you must indicate in the “Proposal Packing List” that this Attachment is not included for the reason stated. If you do not indicate in the “Proposal Packing List” and an Attachment is missing, then your proposal will be considered unresponsive and will be eliminated from the consideration.Hosted Vs. On-PremiseThe Proposer has the option of replying with either the Hosting or On-Premise solution or BOTH solutions. If you are proposing a Hosted solution only, then do not respond to Attachment 1b and 3b. But your response to all other Attachments are required.If you are proposing an On-Premise solution only, then do not respond to Attachment 1a and 3a. But your response to all other Attachments are required.If you are proposing both solutions, then you must completed 1a, 1b, 3a, 3b. For all other attachments, you may submit one set unless the responses to these other attachments are different for Hosted and On-Premise solutions.For example, if your responses to the Functional Matrix (RFP Attachment 2) for the Hosted solution is different from the On-Premise solution, then you must submit 2 separate Functional Matrix, each labeled “a” Hosted or “b” for On-Premise solution. This may apply to Attachment D, F, G, L, M, and others.3.12Proposal Submission InstructionOnly the electronic submissions will be accepted.Your document naming convention. You must follow this naming convention. If we are unable to locate any part of your proposal because you used a different naming convention, then your proposal may be considered unresponsive and may be eliminated from the consideration.Your company name_DC Water CIS RFP_Document name_date.formatExample: Your Co_DC Water CIS RFP_Response Template 1a_011316.docxYour COMPLETE proposal must be uploaded in the SharePoint site (provided by DC Water after your Intent to Respond is received) by the RFP Proposal Due date and time (January 13, 2016, 4:00 pm, Local Time) or will be rejected. If any part of your proposal document is not received by this date and time, it will be considered late and your entire proposal will be rejected. If any part of proposal is received after 4:00 pm Local Time (i.e. 4:01 pm Local Time), it will be considered late and your entire proposal will be rejected.Upon receipt of Intend-To-Respond or Decline form and your company indicated that your company is intend to respond with a proposal and completed all 4 sections of this form, DC Water will email to the Vendor SPOC with the access ID and password to the SharePoint site where you will upload your proposal.Immediately test your access to the SharePoint site by uploading then opening a test document and email to DC Water POC to confirm your successful upload or failure. If failure, then DC Water will contact Vendor SPOC to resolve the issue. It is strongly recommended that you test your upload immediately and not wait until the proposal due date and time. DC Water is not responsible if you are unable to upload your proposal documents to the SharePoint on the proposal due date and time if you have not tested and prior confirmed your access.If your test worked but unable to upload your proposal on the due date and time, IMMEDIATELY CALL AND EMAIL DC Water POC for solution or to discuss alternate submission method. But do not wait until the last minute of RFP Proposal Due date and time to attempt to upload your proposal. Please start uploading your proposals at least several hours earlier.The first part of proposal is the Proposal Packing List. DC Water will use this document to check if all your submitted proposal documents are received and confirm to Vendor SPOC whether all documents are received on time or not.Proposer may withdraw their Proposal and/or submit a revised Proposal prior to the RFP Proposal Due date and time (January 13, 2016, 4:00 pm, Local Time). After this response deadline, Proposer initiated changes will not be accepted. Your access to the SharePoint will be changed to the Read only after this deadline.For any issues, immediately contact DC Water POC for this RFP. 3.13Other Terms and ConditionsCONFIDENTIAL NATURE OF THESE DOCUMENTS. This RFP, Cost Worksheet, Functional Matrix, and all associated information are to be treated as proprietary and confidential information belonging to DC Water. By acceptance and delivery of this RFP Packet, the Proposer agrees to hold the same in strict confidence and shall not disclose, copy, or distribute this RFP in whole or in part to persons other than the Proposer’s employees and agents who are required by nature of their duties to receive such information. In the event that a Proposer who receives this RFP is unable or unwilling to comply with these confidentiality conditions, the Proposer should permanently delete the entire RFP, including any copies, and confirm in writing to DC Water that the entire RFP and any copies are permanently deleted. DC Water may, in its sole discretion, disqualify any Proposer who violates the provisions of this Section from participating in the future opportunity with DC Water. The Proposer will not use information in this RFP or any other materials related to the business affairs or procedures of DC Water and of its affiliates for Proposer’s advantage, other than in performance of this RFP.If a Proposer utilizes a business partner, the Proposer may forward its business partner a copy of the RFP and the business partner is subject to this Section. All Proposals submitted in response to this RFP become the property of DC Water and under the Public Records Act (Government Code § 6250 et. seq.) are considered to public records, and as such may be subject to public review. However, the Proposals shall not be disclosed until negotiations are complete and a recommendation for selection and award is made by DC Water.If a proposer claims a privilege against public disclosure for trade secret or other proprietary information, such information must be clearly identified in the Proposal.RFP ADDENDA PROCESS. Interpretations or clarifications considered necessary in response to questions will be issued by addenda via email to all parties recorded as having received the RFP. DC Water in its sole discretion may also issue addenda to modify the RFP as deemed advisable.Addenda issued by DC Water prior to the opening date shall be considered as if written into the RFP. Proposers are required to acknowledge the receipt of the same in their proposal. Failure to provide such an acknowledgement will result in the rejection of a proposal.NOTICE OF INTENT OR DECLINE. Proposers are required to respond by the deadline their intentions to respond. Additionally, DC Water requires that the RFP documents be destroyed in the event of a No Bid (Decline). This document is provided as Attachment 5 - Intent-to-Respond or Decline Form.RFP RESPONSE COST VALIDITY. Any offer in response to this RFP shall be valid for one hundred and eighty (180) days. At the end of the one hundred and eighty (180) day period the offer may be withdrawn at the written request of the Proposer. If the offer is not withdrawn at that time, it remains in effect until an award is made or the solicitation is canceled. This RFP shall not be construed as a request or authorization to perform any work. Any work performed by a Proposer to respond to this RFP will be at the Proposer’s own discretion and expense. DC Water will not be obligated for any Proposer costs related to this RFP.This RFP does not represent a commitment to purchase, lease or license any product or software. Submission of a response constitutes acknowledgement that the Proposer has read and agrees to be bound by such terms. There is no guarantee that DC Water will?proceed with this project. While this RFP is the product of an intensive information gathering process and has been subjected to an extensive review, DC Water makes no representations or warranties as to the accuracy of the information contained in it.Each proposal shall include specific acknowledgment in the space provided of receipt of all addenda issued during the solicitation period. Failure to acknowledge may result in the proposal being rejected as not responsive.If the contract(s) is to be awarded, DC Water will give Notice of Award to the successful Proposer. DC Water intends to enter into a software license agreement or an outsourcing agreement, at a minimum, with the successful firm(s). All material submitted with the proposal shall be considered a part of the proposal and will be incorporated into the agreement to the extent accepted by DC Water. Responses to questions that occur during the proposal evaluation period may be included as part of the contract. The contract awarded under this RFP shall be interpreted under and governed by the laws of the District of Columbia. The RFP solicitation process is conducted in accord with and subject to DC Water’s procurement policies and procedures.In submitting a Proposal, the Proposers agree, if selected, to enter into an agreement with DC Water in a substantially similar form to the General Provisions attached hereto as Attachment 10 General Provisions for Goods and Services. The Agreement to be executed by the successful consultant Proposer will generally conform to the content of the attached General Provisions; however, DC Water reserves the right to update the General Provisions to its current standards at the time DC Water makes an award. Proposers are advised that the substantive provisions of the General Provisions are non-negotiable. Proposers having any objections to the terms and requirements of the General Provisions are required to set forth clearly within their proposals each provision objected to, the nature of each objection, the reasons therefore and specific language proposed to be placed in the final agreement in lieu thereof. Failure to take exception to the terms and requirements in this manner shall constitute acceptance of them by the Proposers. EXECUTION OF CONTRACT: The Successful Proposer will be expected to execute the contract, including but not limited to signing all necessary documents and submitting all required evidences of insurance, within ten (10) days after personal delivery of the notice or within fifteen (15) days after such notice has been deposited in the United States mail. One copy of the contract will be returned to the Contractor after DC Water executes the contract. In case of failure of the Contractor to execute and return the contract and all required documents within the time allowed, DC Water may, at its option, consider that the Proposer has abandoned the contract. After the contract has been executed, including the insurance documents, certificates, and any applicable bonds, a notice to proceed will be issued. Unless otherwise specified, Proposer agrees to commence work within ten (10) working days after the date of the notice to proceed and fully complete the project within the time specified in the contract.INDEPENDENT CONTRACTOR: Contractor covenants that it presently has no interest, and shall not acquire any interest, direct or indirect, financial or otherwise, which would conflict in any manner or degree with the performance of the services hereunder. Contractor further covenants that, in the performance of this contract, no subcontractor or person having such an interest shall be employed. Contractor certifies that to the best of his knowledge, no one who has or will have any financial interest under this contract is an officer or employee of DC Water. It is expressly agreed by Contractor that in the performance of the services required under this contract, Contractor, and any of its subcontractors or employees, shall at times be considered independent contractors and not agents of DC RMED PROPOSER: Proposers are expected to fully inform themselves as to the conditions, requirements, and specifications before submitting proposals. Failure to do so will be at Proposers’ own risk and they cannot secure relief on the plea of error.INSURANCE REQUIREMENTS: The Agreement between DC Water and the successful proposer will contain DC Water’s standard insurance language for agreements of this type. This language is set forth in the attached hereto as Attachment 9 Insurance Requirements.INTERPRETATION OF CONTRACT DOCUMENTS: If any person is in doubt as to the true meaning of any part of the specifications or other RFP documents, or finds discrepancies or omissions in the specifications, he may submit to DC Water a written request for an interpretation or correction. Requests for interpretations shall be made in writing and delivered to DC Water by email to the person identified by RFP Question Deadline. The requesting party is responsible for prompt delivery of any requests. When DC Water considers interpretations necessary, interpretations will be in the form of a written addendum to the contract documents, and will be emailed to all parties recorded by DC Water as having received contract RFP documents, or posted on DC Water’s website for all Proposer's to reference. All such addenda shall become a part of the contract. Oral and other interpretations or clarifications shall be without legal or contractual effect. It is the responsibility of each Proposer to ensure DC Water has their correct business name, address, phone number, and email on file. Any prospective Proposer who obtained a set of RFP documents from anyone other than DC Water is responsible for advising DC Water that they have a set of RFP documents and wish to receive subsequent Addenda.OPENING OF PROPOSALS: DC Water reserves the right to postpone the Submission Deadline and receipt of proposals any time before the date and time announced in the RFP or subsequent addenda.PRICE DISCREPANCIES: In the event that there are unit price items in a proposal schedule and the "amount" indicated for the extended price of an item does not equal the product of the unit price and quantity listed, the unit price shall govern and the extended price amount will be corrected accordingly. If there is more than one item in a proposal schedule, and the total indicated for the schedule does not agree with the sum of prices of the individual items, the prices given for the individual items shall govern and the total for the schedule will be corrected accordingly. The Proposer will be bound by said corrections.PRICES: All Proposals shall give the prices proposed, both in writing and in figures, shall give all other information requested herein, and shall be submitted by the Proposer’s authorized representative. Proposal prices shall include everything necessary for the completion and fulfillment of the contract in accordance with the RFP documents, except as may be provided otherwise in the RFP documents. Any items shown on the plans or details or described in the specifications that are not specifically listed in the proposal item are to be considered included in the proposal item and no additional or special compensation will be allowed. In the event that there is more than one proposal item in the proposal schedule, the Proposer shall furnish a price for all proposal items in the schedule, and failure to do so may render the proposal as non-responsive and may cause its rejection. The total amount of the proposal will be the sum of the total prices of all items in the proposal schedule. The total price of unit price items will be the product of the unit price and estimated quantity of the item. In case of discrepancy between the unit price and total price of an item, the unit price shall prevail if the unit price is ambiguous, unintelligible, or uncertain for any cause, or is omitted, it shall be the amount obtained by dividing the amount set forth as the total price by the estimated quantity of the item.PROPOSAL CONTENT: Proposer must describe in detail how Proposer it will meet the requirements of this RFP, and may provide additional related information with his the proposal. The proposal must be presented in a format that corresponds to, and references, the sections outlined in the RFP and RFP Response Template and must be presented in the same order. Responses to each section and subsection should be labeled to indicate which item is being addressed. Proposals should be straightforward and concise and provide "layman" explanations of technical terms that are used. Emphasis should be concentrated on conforming to the RFP instructions, responding to the RFP requirements, and on providing a complete and clear description of the offer. If a complete response cannot be provided without referencing supporting documentation, you must provide such documentation with the proposal indicating where the supplemental information can be found.PROPOSER IS SOLE POINT OF CONTACT: The Successful Proposer will be the sole point of contact. DC Water will look solely to the Successful Proposer for the performance of all contractual obligations that may result from an award based on this RFP, and the awarded Proposer shall not be relieved for the non-performance of any or all subcontractors and partners. TAXES: Successful Proposer shall pay all federal, state and taxes, levies, duties and assessments of every nature due in connection with any work under the contract and shall indemnify and hold harmless DC Water from any liability on account of any and all such taxes, levies, duties, assessments and deductions. Proposal prices shall include allowance for said taxes.Proposals must include all proposed terms and conditions, including, without limitation, written warranties, maintenance/service agreements, license agreements, lease purchase agreements (if applicable), and the Proposer’s standard contract language.DC Water requires the selected Proposer to act as the prime contractor and lead the implementation and all service efforts.DC Water requires pricing that is based on predictable expenses. DC Water requires implementation services, including travel, to be based on a fixed price basis. Travel expense must be planned in advance to achieve the most cost effective travel budget.USE OF RFP IDEAS. Except as otherwise prohibited by law, and except for information regarding price of a Proposal that is marked “Confidential”, DC Water has the right to use any and all ideas presented in response to this RFP, whether amended or not. Selection or rejection of the proposal does not affect this right.LITIGATION DISCLOSURE. For any open litigation within North America, the Proposer shall list and describe that activity, if the Proposer or their utilized partners / subcontractors are a party to that litigation.COLLUSION. If there is reason to believe that collusion exists among the Proposers, DC Water may refuse to consider proposals from participants in such collusion. A contract including but not limited to the following terms will be negotiated with the successful Proposer:The fixed price implementation service fees will be based on performance based milestone payments for duration of the proposed implementation schedule and three (3) months of onsite post go-live support. Sixty (60) percent of the implementation services will be paid over the term of the implementation. Following the first successful month-end close out and the quality metrics achievements, five (5) percent will be paid. At the conclusion of the three (3) month post-implementation services, if all critical issues have been corrected and a successful quarterly close out has been completed, the remaining thirty-five percent will be paid.The Proposer must provide the plan to provide long term support and enhancement of the software application or its subsystems from the go-live date of DC Water’s implementation.The Proposer will replace any staff assigned to DC Water project that are not performing satisfactorily as determined by DC Water within two (2) weeks after request from DC Water. DC Water’s Project Manager will have the right to interview the replacement personnel prior to acceptance of that employee. Payments will be based on clearly defined mutually agreeable deliverables and acceptance criteria.The agreement for implementation services shall allow DC Water to terminate the agreement for its convenience without penalty. A full time Proposer’s project manager will be assigned to the product implementation. The Proposer should plan on this person being on-site at least seventy percent (70%) of the time during the implementation. Other key resources should also plan on being on-site at a minimum of fifty percent (50%). The Proposer project manager will manage and lead all Proposer project related activities. The Proposer will manage the project plan for both the Proposer and DC Water activities. The project plan will track resources, schedules, deliverables and actual work completed for management of the plan.All custom code will be developed in a manner to provide future flexibility.DC Water has anticipated an implementation timeframe of approximately twelve (12) to twenty four (24) months to install the applications listed. DC Water will require the Proposer to provide three (3) months of on-site post implementation support to help assist with critical project issues. Implementation timeframe has been provided only as a guide, and the Proposer is responsible for clearly identifying the detailed implementation timeframe and justifying that timeframe as part of the response.4.0DC Water General Information 4.1District of Columbia OverviewWashington, D.C. lies midway along the eastern seaboard of the United States, about 90 miles inland from the Atlantic Ocean, south of Maryland, north of Virginia and 233 miles south of New York City. Situated on the northern bank of the Potomac River, its size is approximately 68 square miles, carved out of land donated by the state of Maryland. Divided into four quadrants: Northwest, Southwest, Northeast, and Southeast. The U.S. Capitol building marks the center where the quadrants meet.It was founded in 1791 and named after President George Washington. "Columbia" in "District of Columbia" refers to Christopher Columbus. Washington, the District of Columbia is not a state, nor is it part of any state. It is a unique "federal district" created specifically to be the seat of government. The actual population in D.C. is approximately 600,000, but if you include the entire Metro area, the population is around 5.8 million. The "Washington Metropolitan Area" refers to the District of Columbia plus seven Maryland counties (Anne Arundel, Charles, Calvert, Frederick, Howard, Montgomery and Prince George's), five Virginia counties (Arlington, Fairfax, Loudon, Prince William and Stafford) and five Virginia cities (Alexandria, Falls Church, Fairfax City, Manassas and Manassas Park).Washington, D.C. is unique among American cities because it was established by the Constitution of the United States to serve as the nation’s capital. From the beginning it has been embroiled in political maneuvering, sectional conflicts and issues of race, national identity, and compromise and, of course, power.The choice of Washington’s site along the Potomac and Anacostia Rivers resulted from a compromise between Alexander Hamilton and northern states who wanted the new federal government to assume Revolutionary War debts and Thomas Jefferson and southern states who wanted the capital placed in a location friendly to slave-holding agricultural interests.George Washington chose the site and appointed three commissioners to help prepare for the arrival of the new government in 1800. In 1800 the federal government consisted of 131 employees. Pierre Charles L’Enfant designed the city as a bold new capital with sweeping boulevards and ceremonial spaces reminiscent of Paris of his native France. Benjamin Banneker, a self-taught African-American mathematical genius, provided the astronomical calculations for surveying and laying out the city. The full development of Washington as a monumental city, however, did not come until a hundred years later when the McMillan Commission updated its plan to establish the National Mall and monuments that most visitors to in its 200 years as the nation’s capital, Washington has developed as a complex and layered city with multiple personalities. As home to the federal government, it has attracted a diverse mix of government workers, members of Congress from every state, foreign emissaries, lobbyists, petitioners and protestors.Washington has always had a significant African-American population. Before the Civil War, the city was home to a growing number of free blacks who worked as skilled craftsmen, hack drivers, businessmen and laborers. It also included enslaved African-Americans and was the site of slave auctions before they were outlawed in the city in 1850. Slaves owned in Washington were emancipated on April 16, 1862, nine months before Lincoln’s Emancipation Proclamation of January 1, 1863. Washington remained home to a large African-American population who created vibrant communities and championed civil rights despite racial segregation and prejudice. Duke Ellington was born and raised in Washington’s Shaw neighborhood and played in his first band there.Washington, D.C. was envisioned by its founders as a commercial center as well as the seat of government. The location on the Potomac River was chosen, in part, because it already included two existing port towns of Georgetown and Alexandria that served as regional shipping centers for tobacco and wheat. When Alexandria returned to Virginia in 1846, residents argued that inclusion within the District of Columbia had hurt business, and that the city of Washington would never need that much room to grow.But after the Civil War, Washington did grow, eventually absorbing Georgetown and the surrounding farms and rural areas beyond L’Enfant’s original plans for the city. The initial boundary of Washington City was Florida Avenue, originally called Boundary Street. The first neighborhoods were those that grew up around the Capitol (Capitol Hill), the Center Market (Downtown) and the White House (Lafayette Square). The expansion of streetcar lines in the mid-19th century spurred creation of new suburbs. Two early suburbs, LeDroit Park and Anacostia, both began as developments that excluded African-Americans and later became predominantly African-American communities.Wars and national events have always resulted in the growth of the federal government and increases in population. During the Civil War, Washington was an armed encampment with soldiers bivouacked everywhere and public buildings serving as hospitals. Bread for soldiers was baked in ovens located on the White House grounds. During World War II, “government girls” were recruited to fill office jobs to replace men who had gone to war.Washington is also a cosmopolitan city. While it has always had foreign delegations from the countries of the world, it also boasts an increasingly diverse ethnic population. A growing Latino population represents every Central and South American country with a particularly large community of Salvadorans. A large Ethiopian population has resulted from the political turmoil there. New ethnic groups have brought new restaurants, as well as new residents. While D.C. lost residents to surrounding suburbs in the 1990s, new housing and urban revitalization is now attracting people back to the city for a downtown renaissance of housing, offices, entertainment and nightlife.As the capital of the world’s most powerful democracy, it is ironic that residents of Washington lack full self-government, and limited self-government was only restored in 1974 after nearly 100 years with an appointed commissioner system. Representation in Congress is limited to a non-voting delegate to the House of Representatives and a shadow Senator. 1964 was the first Presidential election in which Washington residents were able to vote.After 200 years as the nation’s capital, Washington is a place brimming with a unique history of its own. While elected and appointed officials come and go, giving the city its reputation as a transient community, many of the city’s residents have called Washington home for multiple generations. Their stories give Washington its distinctive character as both a national and local city.4.2History of DC WaterIn 1996, the regional participants in DC Water’s service area, including the District of Columbia, Montgomery and Prince George’s Counties in Maryland, Fairfax and Loudoun Counties in Virginia, and the United States Congress, agreed to create an independent, multi-jurisdictional water and wastewater authority from its predecessor agency. In April 1996, the Council of the District of Columbia passed the “Water and Sewer Authority Establishment and Department of Public Works Reorganization Act of 1996 (as amended)” (the “Act”), a statute that provided the groundwork for DC Water to become operationally independent on October 1, 1996.In accordance with the Act, the District has authorized DC Water to use all of the property and assets related to its water distribution and wastewater treatment and conveyance services and transferred to DC Water any liabilities that are directly attributable to those assets. The District has retained full legal title to these assets. The Act also requires DC Water to establish rates, fees and other charges for all services provided by DC Water. These rates and charges, in addition to certain wholesale wastewater treatment contracts, should generate revenues adequate to pay all of the costs of operating DC Water. DC Water has implemented rates with greater complexity and additional fees in the last 10 years and expects this trend to continue. The increases will allow DC Water to better match revenues with the type of expenditures needed to build, maintain and operate the system.4.3DC Water Overview508005080000DC Water is an independent, multi-jurisdictional regional utility that provides retail drinking water distribution and wastewater conveyance and treatment services to approximately 140,000 residential, commercial and governmental customers in the District of Columbia, and wholesale wastewater conveyance and treatment to approximately 1.6 million users in Montgomery andPrince George’s Counties in Maryland and Fairfax and Loudoun Counties in Northern Virginia and approximately 16.6 million annual visitors.DC Water has weathered an unprecedented recession well. DC Water serves a diverse client base supported by a core base of Federal employees but not concentrated in any one-customer type. Approximately 33% of revenues are derived from highly rated customers, including the Federal Government, Fairfax County, Washington Suburban Sanitary Commission, and Loudoun County Sanitary Commission. Federal and wholesale customers pay for services on a quarterly basis in advance based on estimated provided by the Authority. Washington’s unemployment rate is among the lowest for America’s large metropolitan areas. Employment in the metro area has risen by about 84,000 over the past year—roughly 6.0% of America’s job growth, in a region with just 2.0% of its population.Although DC Water is responsible for management of the treated water distribution system serving the District and certain Department of Defense and other small customers outside the District, the water itself is treated by the Aqueduct. DC Water purchases its water from the Aqueduct and transmits and distributes the water through four pumping stations, six distribution reservoirs and two elevated tanks. The Aqueduct’s water treatment and transmission system consists of the Great Falls Intake on the Potomac River; two parallel nine-mile long raw water conduits from Great Falls to the Dalecarlia Reservoir; the Little Falls Intake and Pumping Station on the Potomac River; the Dalecarlia and McMillan Reservoirs and Water Treatment Plants; the Dalecarlia Pumping Station; the Georgetown conduit and reservoir; the Washington City Tunnel; the East Shaft Pumping Station; several treated water transmission lines; and three ground storage reservoirs.The operations of DC Water are accounted for as a component unit of the Government of the District of Columbia and are included in its Comprehensive Annual Financial Report. DC Water is considered a component unit, because the Government of the District of Columbia is ultimately legally responsible for a portion of DC Water’s long-term debt. On May 17, 2011, DC Water broke ground on the $0.5 billion Biosolids Digester project at Blue Plains. This project is the first project to deploy thermal hydrolysis for wastewater treatment in North America and will become the largest source of renewable energy in the region, reducing the amount of biosolids from Blue Plains by 50.0%. The Biosolids Digester Project is expected to generate an estimated $10.0 million in savings on annual electricity costs.On October 12, 2011, DC Water broke ground on its twenty-year, $2.6 billion DC Clean Rivers Project which aims to reduce combined sewer overflows to the Anacostia and Potomac rivers and the Rock Creek by 96 percent, thereby improving the health of the Chesapeake Bay. Of note: Changes to support DC Clean Rivers Project were, perhaps, the single largest modification made to eCIS since go-live.4.3.1DC Water Service TerritoryPrior to the establishment of the Washington Aqueduct Division of the United States Army Corps of Engineers (the “Aqueduct”) in 1858, residents of the District obtained their drinking water from springs and wells. The distribution system consisted primarily of bored logs and some cast iron pipes. Water from the Potomac River was tapped into the system in 1863. By 1905, the Washington City Tunnel, McMillan Reservoir and Filtration Plant, and the Bryant Street Pumping Station were completed. The Dalecarlia Filtration Plant and Pumping Station and all other major components of the present water supply and distribution system were in operation by 1928.4.3.2Customer Base and Services AccountNumber of AccountsResidential107,000As Built Water3,396As Built Sewer1,311Commercial12,424Exempt3Federal1,079DC Housing Authority1,251Municipal (DC Gov.)1,386Multi-family8,571DC Water Accounts36Washington Aqueduct2Miscellaneous6Total136,465DC Water’s water division serves approximately 140,000 water customers, including residential, non-residential accounts, and additional services such as fire hydrants, backflow, fire protections services, special services and temporary meters. Approximately 10,000 accounts are impervious only and are unmetered. Approximately 4,000 of the impervious only accounts are billed semi-annually with the remainder billed monthly. The As Built accounts are for tracking contributions from customers in aid of construction activities and subsequent construction costs. Approximately 1,200 of the DC Housing accounts serve small buildings housing 1-3 families and are classified as single family residential. The others are for large multi-family apartment buildings and central office administration and maintenance facilities. Recurring monthly billing and payment processing is for approximately 125,000 customers per month.DC Water’s Department of Distribution and Conveyance Systems oversees the entire water distribution system serving the District. DC Water’s water distribution system includes 1,300 miles of pipes and mains ranging from 4 to 78 inches in diameter. The system includes cast iron, ductile iron, reinforced and pre-stressed concrete, and steel pipe, and contains more than 36,000 valves and hydrants. DC Water also operates and maintains four (4) pumping stations: Bryant Street, Fort Reno, 16th and Alaska, and Anacostia. All four (4) pumping stations have adequate pumping capacity to meet peak demands.4.3.3Billable ServicesDC Water, under the normal course of business, produces bills for the following services. The proposed CIS must be able to bill for these services, including but not limited to:ServiceMeasurementWaterMetered and Flat IrrigationMetered Recycled WaterMetered BackflowFlat Fire Protection ServicesFlat HydrantsMetered and FlatWastewaterMetered and Flat and in some cases, discounted for sewer subtractive construction features. Some of these are metered and algorithm based calculation based on equipment tonnage and season.ImperviousFlatStorm Water and other DC Government pass-through fees including Right of Way and Pilot.Stormwater (Flat); ROW and Pilot are derived from metered consumptionNon-metered, non premise based customers such as permit feesFlatNon-metered fixed fees, such as metering fees, water system replacement fee, and miscellaneous charges like turn on/turn off feesFlat and some vary by meter size and some can be subject to proration for billing periods longer or shorter than a typical month.Discounts for low income customersMetered and subject to pro-ration and applicable fixed feeGreen credit discounts for proprieties with storm water management construction improvements Percentage of Impervious area related charges and subject to pro-ration Non-metered variable charges such as late fees and other penaltiesPercentage based4.3.4Key Performance IndicatorsDC Water has a long tradition of state and national awards for quality of service, community outreach and support, and customer care. Simply, DC Water is dedicated to its citizens and the community it serves. DC Water has many Key Performance Indicators (KPI) used throughout the business. As it relates to Customer Care and Billing, the following KPI’s are used to measure success:85% of all calls answered within 40 seconds98% of all calls answered<2% call abandonment rate98% agent availabilityAverage talk time is 3.25 minutesPercentage of Bad Debt to revenue is .25%.Average number of days from meter read to bill production: 1-3 daysAverage 150-180 service orders worked per day Number of utility errors resulting in complaintsNumber of accounts using electronic billingAnd, measurable customer satisfactionExample: Current month service order completion sorted by order type4.3.5Mission, Vision, Values, and GoalsVision – Provide world-class water and wastewater services as a leading steward of the environment. Mission - Serve all of its customers with outstanding service by providing reliable and cost-effective water and wastewater services in accordance with best practices. Values -Respectful, responsive and sensitive to the needs of the customers and employeesEthical and professional conductVigilant to ensure optimal health, safety and environmental outcomesDedicated to teamwork and cooperationCommitted to equity, trust and integrity in all that we doCritical success factors - Where DC Water must succeed in order to execute our mission and achieve our vision.Environmental Stewardship – Design and implement environmentally responsible policies, programs, and technologies that protect our region’s waterways, air and lands.Customer confidence and communications - Effectively anticipate, respond in a timely manner to, and communicate about the needs of our customers, the public, and other regional stakeholders with honesty, respect and transparency.Operating excellence - Excel in all aspects of water delivery, wastewater collections and treatment, and customer service.Financial integrity - Plan and control all financial resources in a manner faithful to our customers, bondholders, and suppliers.High performing workforce - Attract, develop and retain staff required to sustain our values, achieve our vision and execute our mission. 4.3.6Growth Expectations In Services providedNormally a ~0 to 1% growth on water services per year. Water utilization has been steadily declining at a rate of 2% per year over the last 10 years due to conservation measures. It seems to be stabilizing and leveling off.4.3.7End-User Reasons For Change In the following sections, you will find a brief synopsis of some of the driving issues for change from several staff members that utilize the current DC Water CIS system.4.3.8Strategic Direction There are a number of strategic objectives that DC Water expects to realize with the replacement of the existing CIS environment. Not the least of which is to improve customer service in addition to improving employee productivity and morale. Additional objectives are identified by not limited to the following:Industry leading solution built on contemporary technology with a minimum useful life of 20 yearsScalable rate engine capable of handling complex multi-factor rate structures and bill payment alternatives through system configuration without the need for custom developmentScalable solution that will allow for an expansion of our customer base and/or the capability of processing of non-utility revenue sources if service offerings are expanded?Intuitive and easily trainable user interfaces that can be easily configured for unique job functions like: call center, back-office, credit collections, high bill processing, etc.Seamless integration with web, mobile and IVR systems for customer self-service applications.Capable of running on-premise or in a hosted configuration (in the cloud) without restrictions on hardware and/or software OSEasy and seamlessly integrated into other enterprise class solutions including but not limited to financial, human resource and work management systemsIntegrated work management, workflow and inventory modules to monitor and report on key performance indicators such as customer commitments, performance management, asset inventory control and post audit billing controls Robust reporting and dashboard capabilities with an extensive library of reports that can be accessed by users for analytics and control purposes State of the art security measures that meet all City and Federal requirements for accessing, storing and processing customer and financial data4.3.9Project Justification and Business Functionality GapsThe CIS Core Team analyzed the existing CIS topology and identified the critical Project Justifications for replacement, including but not limited to: To evaluate the Total Cost of Ownership (TCO) against the existing outsourcing arrangementSelect an industry leading and tested solution built on contemporary technology with a minimum useful life of 20 yearsCapable of handling complex multi-factor rate structures and bill payment alternatives through configuration and without custom developmentIntuitive user interface that can be easily configured by DC Water for unique job functions like: call center, back-office, credit collections, high bill processing, etc.Out of the box self-service capabilities for multi-channel self-service including the web and IVRCapable of running on-premise or in a hosted configuration (in the cloud) without restrictions on hardware and/or software OSEasy and seamlessly integrated into other enterprise class solutions including but not limited to financial, human resource and work management systemsIntegrated work management functions and workflow capabilities to track, monitor and alert on both exceptions, customer inquiries, etc. and eliminate the need for paper exception reports and off-line ticklers management of customersAdding workflow to the CSR desktopImproved data integrity and accessEnhanced reporting and dashboardsAbility to bring CIS solution on-premise during the life of the contract.Reduce the total cost of ownership that minimizes increases in rates based on improved customer serviceImproved eCareElimination of manually calculated processes (e.g., adjustments, etc.)Automate collection processes that reduce the total outstanding balance and A/RImproved ability to interface to other applicationsEasily reconcile cash to G/LPutting control of reporting in the hands of the user communityAbility to provide a “letter campaign” capability to improve communicationSimplify and automate reconciliation with external financial applicationsAbility to retrieve archived data and billsAbility to track “first call resolution”Support the ability to use outbound calls via IVR (e.g., collections, outage, etc.)Improved efficiency of the disconnection process by capturing all information necessary for disconnectionImproved efficiency to identify water theft (revenue protection enhancement)Improved access to data that can be extracted quickly and with a minimum of effortEliminate paperSecure a COTS solution that minimizes or eliminates major modifications or customizationThe ability to support, capture and manage contributions, payment assistance programs, etc.“At-a-glance” features that eliminate many different screens and note takingThe ability to automate and improve the process of budget billing (very manual today)A solution that is almost transparent to the customer but highly functional to DC Water.Ability to maintain an accurate customer credit history with DC Water (i.e. payment and account history)Improved training time and quality through technology, efficient business processes, rules, and documentationAll training documentation and templates will be provided in electronic format with the capability of context sensitive help and search featuresImproved estimation accuracy and simplicityAutomated scheduler for nightly batch and back-office processingPrinted and online account statements that are easy for the customer to read and understandAbility to route bill output both internally and externally as the business demandsAbility to send certain (bills, ledger, etc.) information to the customer (e.g., fax, email, etc.)Overall, a fiscally responsible, total customer care solution that benefits the employees and customers.4.4Organization and Project Descriptions4.4.1DC Water Organizational Structure DC Water is governed by a Board of Directors consisting of eleven principal and alternate members who represent the District of Columbia, Montgomery and Prince George’s Counties in Maryland, and Fairfax County in Virginia. The Mayor of the District of Columbia appoints, and the DC Council confirms, all District Board members, including the Chairperson. In addition, the Mayor appoints the five principals and five alternate members who represent the surrounding jurisdictions based on submissions from those jurisdictions. DC Water may only take action on policy matters after it receives a favorable vote of no less than six members of the Board of Directors. All Board members participate in decisions directly affecting the general management of the joint-use facilities, and only the District of Columbia members participate in those matters that affect only District ratepayers.Customer Service (Consumer Services) is under the leadership of Charles Kiely and Lauren Preston.4.4.2Executive Steering Committee and Project SponsorsThe project Executive Steering Committee is comprised of the following individuals and roles:Title / RoleRoles and ResponsibilitiesGeneral ManagerThe person responsible for and the ultimate decision maker for the recommendations made by the team. Assistant General Manager, Customer Care and OperationsProject SponsorThe decision maker for the recommendations made by the team. Chief Operating OfficerThe decision maker for the recommendations made by the team. Chief Financial OfficerThe decision maker for the recommendations made by the team. Chief Information Officer The decision maker for the recommendations made by the team. 4.4.2.1 CIS Core Team and Project ManagersTitle / RoleRoles and ResponsibilitiesDirector of ProcurementCIS Steering Committee ChairSenior Procurement AnalystCIS Steering Committee MemberDirector of Customer ServiceCIS Steering Committee MemberResponsible for the planning of the necessary DC Water resource utilization for the project. Provide feedback to the team regarding all project activities. Report to the project owners regarding the overall project status. Responsible for the review and acceptance of the AAC deliverables to DC Water.Director of Infrastructure and OperationsCIS Steering Committee MemberResponsible for the planning of the necessary DC Water resource utilization for the project. Provide feedback to the team regarding all project activities. Report to the project owners regarding the overall project status. Responsible for the review and acceptance of the AAC deliverables to DC Water.Manager, Financial Systems and ControlsCIS Steering Committee MemberResponsible for the planning of the necessary DC Water resource utilization for the project. Provide feedback to the team regarding all project activities. Report to the project owners regarding the overall project status. Responsible for the review and acceptance of the AAC deliverables to DC Water.AAC Engagement ManagerOverall responsibility for the AAC Selection activities in support of DC Water. AAC Managing PartnerResponsible for Operations Analysis, project planning, and SOW analysis and review.AAC Project Manager - Technology Assessment and Selection Support of Phase II - Planning project activities. Responsible for all communication, deliverables, billing, and project schedule.AAC Senior ConsultantSupport of daily project activities, system procurement, and contracts.4.4.2.2 Project Team MembersTitle / RoleRoles and ResponsibilitiesCredit and Collections LeadersFunctional lead for the CIS application. Participate in all functional requirement gathering; conduct research of functional issues as required. Responsible for sign-off of functional area requirements accuracy and completeness as specified by the interviewed subject matter experts.Customer Services LeadersFunctional lead for the CIS application. Participate in all functional requirement gathering; conduct research of functional issues as required. Responsible for sign-off of functional area requirements accuracy and completeness as specified by the interviewed subject matter experts.Manager, Customer ServicesFunctional lead for the CIS application. Participate in all functional requirement gathering; conduct research of functional issues as required. Responsible for sign-off of functional area requirements accuracy and completeness as specified by the interviewed subject matter experts.CIS System Support AnalystFunctional lead for the CIS application. Participate in all functional requirement gathering; conduct research of functional issues as required. Responsible for sign-off of functional area requirements accuracy and completeness as specified by the interviewed subject matter experts.CIS Systems AdministratorFunctional lead for the CIS application. Participate in all functional requirement gathering; conduct research of functional issues as required. Responsible for sign-off of functional area requirements accuracy and completeness as specified by the interviewed subject matter experts.Finance and RatesFunctional lead for the CIS application. Participate in all functional requirement gathering; conduct research of functional issues as required. Responsible for sign-off of functional area requirements accuracy and completeness as specified by the interviewed subject matter rmation Technology PMOFunctional lead for the CIS application. Participate in all functional requirement gathering; conduct research of functional issues as required. Responsible for sign-off of functional area requirements accuracy and completeness as specified by the interviewed subject matter experts.IT Security, Sr. Cyber Security CoordinatorFunctional lead for the CIS application. Participate in all functional requirement gathering; conduct research of functional issues as required. Responsible for sign-off of functional area requirements accuracy and completeness as specified by the interviewed subject matter experts.Manager, Network ServicesFunctional lead for the CIS application. Participate in all functional requirement gathering; conduct research of functional issues as required. Responsible for sign-off of functional area requirements accuracy and completeness as specified by the interviewed subject matter experts.LegalFunctional lead for the CIS application. Participate in all functional requirement gathering; conduct research of functional issues as required. Responsible for sign-off of functional area requirements accuracy and completeness as specified by the interviewed subject matter experts.EngineeringFunctional lead for the CIS application. Participate in all functional requirement gathering; conduct research of functional issues as required. Responsible for sign-off of functional area requirements accuracy and completeness as specified by the interviewed subject matter experts.External affairs Functional lead for the CIS application. Participate in all functional requirement gathering; conduct research of functional issues as required. Responsible for sign-off of functional area requirements accuracy and completeness as specified by the interviewed subject matter experts.Enterprise Data ArchitectFunctional lead for the CIS application. Participate in all functional requirement gathering; conduct research of functional issues as required. Responsible for sign-off of functional area requirements accuracy and completeness as specified by the interviewed subject matter experts.4.4.2.3 Divisions / Departments Involved With This Project Call Center Water ServicesRisk ManagementMeter Reading and Route Management / Field ServicesMeter OperationsDepartment of Sewer ServicesBilling and IABCredit and CollectionsBill Printing and MailingRemittance ProcessingTreasurer Command Center / DispatchInformation TechnologyFinance and AccountingInternal AuditWater Use Efficiency (Conservation)Asset ManagementLegalExternal AffairsDepartment of Engineering and Technical ServicesDrinking Water Division – Water QualityHuman Capital ManagementLearning and Development4.5Existing Customer Care & Billing General Information 4.5.1Legacy CIS: Vertex Business Services eCISDC Water’s billing and customer information system is a proprietary software application outsourced to Vertex Business Services Holdings, LLC. Current rating functionality utilized by DC Water includes but is not limited to the following: consumption-based rating of applicable services (e.g. water service, Pilot, and Right of Way), impervious and stormwater charges based on impervious area units, meter fees based on meter size, rate proration, customer assistance program (CAP) discounts based on usage, budget billing, non-premise based merchandise and service billing, capture and allocation of customer contributions to the DC Water SPLASH program, and a wide variety of miscellaneous charges, to name a few. While the majority of DC Water customers receive a generic paper bill on a monthly basis, electronic billing (e-bill), group billing, and quarterly and semi-annual billing are supported for a subset of DC Water accounts.The e-CIS application operates on an AS/400 server, which is housed in Scottsbluff, NE. Vertex manages daily operations of the data center and provides services outlined in this section.DC Water implemented the CIS in 2001 and is currently utilizing eCIS release 7.3.4.5.2Miscellaneous Statistics4.5.2.1 Miscellaneous Yearly Statistics related to Customer Service for 2015: Walk-In Traffic Total Walk-in Customers7,015Average per Day29DC Water Customer Service Call Center Traffic (Avg.)Number of Calls Answered153,587 per yearAverage handle Time4:47 minutesNumber of Calls Abandoned8,095% Of Calls Answered98%Average Hold/Wait timeASA 38 secondsAverage Abandon DelayNAWeb Customer Self-ServiceSign-in RegistrationNA – not automated – about 30% of customers have a MyAccount registration to pay bills and monitor use and get workzone alertsAccount UpdateNA – not automatedTurn-On TransactionNA – not automatedTurn-off TransactionNA – not automatedTransfer TransactionNA – not automatedPayment Extension8,617Total TransactionsCredit & Collections ActivitiesTotal Amount Billed$417,334,000Total Amount Collected$410,851,726Disconnect Notices Sent9045Disconnections51704.5.3Meter Read ProcessingDC Water implemented Automated Meter Reading (AMR) functionality beginning in 2002 utilizing Aclara software. The AMR application is supported by DC Water IT and stores up to two (2) meter readings per day. Data is collected in either hourly or in 15 minute intervals with a single daily meter read sent to the CIS for the current billing cycle. Premise and meter information is automatically downloaded from CIS based on the billing calendar and split based on the presence of a billable AMR read. The solution must be able to use an electronic reading, manual reading or a calculated estimate to generate a valid bill. Manual reads are obtained within the designated “meter reading window” and merged with AMR-read accounts and uploaded to Vertex for subsequent validation and billing. The Vertex billing team applies extensive DC Water defined business rules as part of the validation and billing process. The end-to-end meter reading and billing process adheres to strict timeframes defined by DC Water and Vertex staff. Billing exceptions that require follow-up are managed through a variety of billing hold batches and worked by DC Water and Vertex billing staff based on the nature of the exception.DC Water will engage in a significant AMR remediation project in 2015-2016 to increase the percentage of bills generated with actual readings obtained by AMR devices. The new devices will be capable of gathering reads hourly or in 15 minute intervals. DC Water will carefully study each responder’s ability to handle billing adjustments and corrections as we improve meter reading.4.5.4Daily Bill ProcessingThe CIS application utilizes a “batch-oriented” processing architecture to provide a wide variety of both standard and “custom” billing related service. This batch-oriented architecture is augmented with 5-6 dedicated Vertex billing technicians that support the various DC Water business requirements and external interfaces. Back-office functionality provided by Vertex includes but is not limited to the following types of activities: meter read batch selection (download and upload), meter and billing validation, payment posting, receipt and processing of lockbox data files, electronic funds transfer (EFT), and recurring credit card batch processing, payment exception processing for select payment types, EFT pre-note processing, various NSF processing, batch refund processing, batch reconciliation of select payment types with third-party vendors (e.g. non- and recurring credit card, electronic check payment), manage the release of bill print file to EBPP and bill print/archive, web self-care, application of meter read estimates and billing adjustments, collections batch processing, bill and customer correspondence batch print processing, and a variety of audit, operations support, and control reporting functions. Note: The Proposer will include in their response a methodology of how to support the aforementioned functionality and a description of the internal changes needed to incorporate these services at DC Water.In the existing environment, the Premise is the backbone of the account. You have to have a premise with the service address attached for a meter to be installed. There are multiple services set up to be available through the control files at each premise. A premise does not have to have an account attached to it. It can be an empty premise – this does not mean that services are not available there, they are still there, but no one is paying for using services. In addition, all premises areas are created in the Impervious Area Data Base (IADB) along with certain billing attributes, (i.e. premise number, service address, premise type, Square footage, billed ERU, exemptions indicators and type, stormwater credit ERU and retention volume ERU, impervious only code.) these are then transferred to the CIS. IADB is the system of record for premise information at this time. The meter can be installed at a premise with a Meter Set service order and will show a PN (pending) status. It will not bill until you attach an account with a Move In service order. This will change the status to Active.Through the new account path an account number is made and attaches the services to the account.The account must be attached to a route or it will not bill unless added to a bill batch.The route must be part of an existing cycle such as route 124020 is attached to cycle 82. The account to see this is example is 52367.The route attached to the cycle will cause the premise and account to be selected into a Meter Read edit. The Meter read edit is set up to gather information by the premise only. The account number is secondary in these cycles. The meter information is matched through the premise.Once the Meter Read Edit exceptions are worked, and it is posted, the bill batch is selected. The bill batch selects by the Cycle. Each bill batch is attached to a cycle that in turn is attached to routes. These are the bill batches and their cycles in comparison with the edits:01 – Cycle 81 – from Meter Read edit Z0102 – Cycle 82 – from Meter Read edit Z0203 – Cycle 83 – from Meter Read edit Z0304 – Cycle 84 – from Meter Read edit Z0405 – Cycle 85 – from Meter Read edit Z0506 – Cycle 86 – from Meter Read edit Z0607 – Cycle 87 – from Meter Read edit Z0708 – Cycle 88 – from Meter Read edit Z0809 – Cycle 89 – from Meter Read edit Z0910 – Cycle 90 – from Meter Read edit Z1011 – Cycle 91 – from Meter Read edit Z1112 – Cycle 92 – from Meter Read edit Z1213 – Cycle 93 – from Meter Read edit Z1314 – Cycle 94 – from Meter Read edit Z1415 – Cycle 95 – from Meter Read edit Z1516 – Cycle 96 – from Meter Read edit Z1617 – Cycle 97 – from Meter Read edit Z17 18 – Cycle 98 – from Meter Read edit Z1819 – Cycle 99 – from Meter Read edit Z19.The billing is done on a rolling basis; we work the edit one day and bill those accounts the next day. It is a constant process where some people are working on the edit for tomorrow’s bill batch and others are working on the bill batch from yesterday’s edit.4.5.5Bill Print Processing Bill and select customer correspondence print services are provided by Vertex using a third-party vendor. Bill and select customer correspondence print files are transmitted by Vertex to the print vendor for subsequent print processing according to predefined service level turnaround requirements. (Note: Functionality defined herein includes DC Water bills and select customer correspondence, e.g. collections notices, payment confirmations for select payment methods, payment exception notifications, to name a few). Bill and select customer correspondence image archive and access functionality is provided entirely by Vertex. Bill and notice archive functionality is currently supported under a separate contract with Vertex.4.5.6Cash and Remittance Processing4.5.6.1 Cash Processing Since the implementation of the DC Water’s current billing system in June, 2001, there have been significant changes and additions to the various electronic payment methods and related processes. Customers can pay their bills by using a credit / debit card that displays a Visa, MasterCard or Discover logo.? Additionally, all DC Water payment channels remain “fee free” to the customer and include the following methods:1. Non-recurring credit cards (WEB and IVR)2. Recurring credit cards3. Electronic checking and savings accounts (WEB and IVR)4. Electronic Funds Transfer (EFT)5. Lockbox6. Over the counter (convenience store provider) – cash only (DC Water’s official cash collection vendor – Global Express Money Orders, Inc. with 52 locations throughout the District)7. Wire TransfersCashiers and cash batches provide a way to organize and group cash payments received over the counter.? Each cash batch has a unique name and the system does not allow you to create more than one cash batch with the same name.? Cashier security is controlled with security levels and secure User ID.? The daily cash processing for the cashiers involve the following activities:Entering paymentsPrinting receiptsReconciling the system balance with the cash drawerIntermediate posting cash entriesFinal posting cash entriesBalancing cash with system reportsIt is anticipated that DC Water’s walk in service will close in late 2015 or early 2016. A replacement CIS system will still need to provide the functionality of an over the counter cashier process so that DC water can continue to enter payments received in our CFO’s office.All customer payments are posted nightly to the billing system for update to the customer’s account.? Also, the billing system has the capability to assign a note / contact to the customer’s account, which helps to track the success (or failure) of various payment methods. 4.5.6.2 Remittance Processing September 1, 2009, TD Bank became the lockbox provider for DC Water.? The TD Bank Lockbox processes approximately 54,000 customer payments per month for DC Water, which is a combination of over-the-counter payments received at TD Bank along with paper checks received in the mail and online banking (ACH) payments processed through a third party vendor.Customer payments are retrieved (by TD Bank) once a day at 5:30 am (from the Brentwood Postal Facility in Washington, DC) and transported to TD Bank’s processing site in Merrifield, VA.? An image file is created daily (by 3:00 pm EST) and transmitted to Lewistown, ME for balancing, processing and deposit preparation and subsequently uploaded into the billing system nightly by 7:00 pm EST.Lockbox payments are processed upon receipt based on the following business rules established by DC Water:Standard Payments are defined as:1. Single payments with a single check2. Multiple payments with a single check (in-balance)3. Multiple checks with a single payment stub (in-balance)All standard payments received by 8:00 am, as well as, all standard “overnight” payments received before 10:30 am are processed on the same business in which they are received.Non-Standard Payments are defined as:1. Check only (no payment stub)2. Check and list (more than 5 accounts)3. Multiple payment stubs with a single check (out-of-balance)4. Multiple checks with a single payment stub (out-of-balance)Non-standard payments received by 8:00 am and “overnight” payments received after 10:30 am are processed on the next business day.4.5.7Credit and Collections ProcessingThe CIS application provides a variety of credit and collections functions that support current DC Water collections requirements. Various collections “paths” are utilized to determine the applicable business rules to be applied based on criteria such as billing class, amount due, and delinquency. Current credit and collections related functionality utilized by DC Water includes but is not limited to the following: non-payment service suspension and associated charges, application of 10% late charge and 1% penalty, credit ticks, payment terms and extensions, bad debt write-off processing, Accounts Receivables Aging, and various collections related notices. Collections notices include but not limited to: friendly reminder notice, disconnect notice, intent to lien notice, and lien notice. DC Water also utilizes collections calling functionality provided jointly by Vertex and Varolli. The collections calling process, referred to as Process Notification, provides robust functionality that is integrated within the CIS application and customized based on the account receiving the collections call.4.5.8Service Order Distribution and Management ProcessingThe CIS application supports a large variety of user-defined service order types that support the various business needs of DC Water. Service order functionality includes but is not limited to the following types of activities: account creation, meter installation, meter change, meter removal, customer moves, non-payment activation and deactivation, meter and meter transmission unit (MTU) troubleshooting, meter testing, unauthorized usage investigation, and water audit. DC Water integrated the Insight At Last SOS Mobile software with CIS to provide a full spectrum of automated service order scheduling, intelligent routing, and dispatch functionality. 4.5.9Web Self-ServiceCustomer web-based self-service functionality is currently provided via the Online Customer Care (OCC) application, also known as My DC Water that was developed by Vertex in 2001. The application has undergone significant enhancements since implementation. Functionality includes:Profile Creation – Ability for a customer to create a user profile (logon) and password and associated email address and link associated billing account(s).Profile Maintenance – Ability for a customer to modify their password, email address, and associated billing account(s).View Water Usage History – Ability to view at least 13 months of water usage history information. The information is provided both statistically and graphically, with the ability to download into an Excel spreadsheet.View and Print Bills – Ability to view and print historical bills. Currently 12 months of bills are available online for customer access. Bills are stored in PDF format.Make Payments – Ability to generate one-time credit card (credit or debit card) and electronic check (checking or savings account) payments. (Current credit cards supported include Visa, MasterCard, and Discover).View Payment History – Ability to view up to three (3) years of payment history summary. Payment history summary includes payments, bills, contributions, adjustments, late charges, to name a few.Electronic Funds Transfer (EFT) Enrollment – Ability to enroll in the recurring EFT payment method using either their checking or savings account. Electronic Funds Transfer (EFT) Maintenance – Ability to modify or deactivate their EFT payment method.Recurring Credit Card (RCC) Enrollment – Ability to enroll in the Recurring Credit Card payment method using either their credit or debit card. Recurring Credit Card (RCC) Maintenance – Ability to modify or deactivate their Recurring Credit Card payment method.Electronic Billing (E-Bill) Enrollment – Ability to enroll in electronic billing feature. This feature suppresses printing of the hard-copy bill and provides email notification that the customer bill is available for online viewing and payment.Electronic Billing (E-Bill) De-Enrollment – Ability to de-enroll in electronic billing feature.Round-Up Program Enrollment – Ability of a customer to enroll in the Round-Up contribution program whereby their monthly bill is automatically rounded up to the nearest dollar. Round up is part of the DC Water SPLASH (Serving the Public Lending a Supporting Hand) program which provides assistance to needy DC residents. Round-Up customers may optionally contribute an additional $1.00 or $2.00 automatically.Round-Up Program Maintenance – Ability to modify or deactivate their Round-Up contribution.View Service Line Information – Ability to view public service line information.View Impervious Area Charge Information – Ability to view impervious area charge information (e.g. ERU and Square Footage) and an image of their premise providing square footage detail of their property.Ability to Contact Customer Service – Ability to contact Customer Service via email to communicate billing issues or certain types of changes that require Customer Service review. Online security requires validation of profile login, password, billing account number and house number. Three failed attempts result in locking of the profile.The majority of popular browser types and associated versions are currently supported.Customer telephony-based self-service functionality is currently provided by the DC Water Integrated Voice Recognition (IVR) application developed by DC Water IT. The OCC and IVR applications are integrated with the CIS application to provide a wide variety of customer self-service functions. Functionality includes:Water Usage Information – Ability to hear usage history for the following three (3) service periods: most recent billed usage, prior month usage, and same period previous year. Make Payments – Ability to generate one-time credit card (credit or debit card) and electronic check (checking or savings account) payments. (Current credit cards supported include Visa, MasterCard, and Discover).Balance and Payment Information – Ability to hear the current account balance including the most recent payment amount and payment date.Apply for Special Payment Arrangements – Ability to request either a payment extension or special payment arrangements. The specific payment arrangement is automatically fulfilled if the customer satisfies the associated business rules. Emergency – Ability to report a water or sewer emergency.Transfer to Customer Service – Ability to be routed to a DC Water Customer Service representative.Request additional information – Ability to request additional information including but not limited to the following:Web account services informationHours of operationStart or stop service informationPermits information (transfer)Request a tourClean Rivers Charge information (transfer)Employment opportunity listingLead service replacement (transfer)Online security requires validation of billing account number (or telephone number) and house number. 4.5.10High Usage Notification Application (HUNA)The High Use Notification Application (HUNA) developed internally by DC Water is a powerful call center tool that analyzes daily consumption against monthly and yearly averages at an account level. Data is presented in graphical form so that a customer care associate can quickly analyze consumption patterns. This feature is available on the web for customers to use and the associated daily meter readings can be downloaded with a simple mouse click.HUNA is a web-based application designed using MS SQL database and PHP coding. The HUNA process runs every morning through an AMR download obtained from the STAR AMR database. The core functionality of HUNA can be broken down into three functions: generating notifications, sending notifications, and reporting notifications.4.6Key Statistics For Cost Calculations 4.6.1General Service Information ServicesNumber of Customers% GrowthRoutesCyclesDCWWater, Wastewater, Impervious billing 140,000 0 - 1%652194.6.2Active Customers For licensing purposes, please consider the following:DC Water currently has approximately 140,000 active water, wastewater, and impervious billing customersAverage of 0 - 1% customer growth rate.4.6.3System Users For licensing purposes, please consider the following:The identification and categorization of CIS users is difficult to determine due to the following factors:DescriptionUser Count70 – 100% Utilization15030 – 70% Utilization75< 30% Utilization50-75Mobile devices – Field service orders25-30Total300-3304.6.4Additional Modules Under ConsiderationDC Water may choose to implement any or all of the following additional modules as part of the overall implementation of the CIS solution.Business Intelligence ReportingMobile Work Management5.0 Technical Environment OverviewIn this section you will find general information about the current and future technical environments. 5.1Current State of the CIS ApplicationThe Customer Information System (CIS) application being used by DC Water was implemented in 2001. The baseline CIS system from Vertex eCIS has been highly customized over the years as DC Water’s business requirements have evolved. The system’s core engine operates on an AS/400 platform with DB/2 relational database environment.The current CIS application interfaces with several other applications running on multiple platforms. Please refer to Section 5.3 (System Interfaces) for a complete list of the interfaces. The diagram below depicts the major interfaces in place with the current application.5.1.1DatabaseThe database is DB/2 relational database running on an AS/400 system. The CIS application does not archive the data so the database is now approximately 300 GB in size. It is being backed-up using Vertex’s enterprise backup system. 5.1.2ReportingThe system was not designed to report historical or summarized data so many custom reports have been created over time. Some of these reports are job submission type reports and others are developed / subscribed using the Vertex reporting services. 5.1.3Batch Processes and Scheduled JobsBatch processes are initiated throughout the day and the billing and cash processes are manually started and monitored on a nightly basis.5.1.4Workstation EmulationCIS application users are equipped with workstations running in a Microsoft Windows environment. These workstations are 64-bit machines with a Windows 7 operating system.5.2System InterfacesThis table below lists the interfaces for the Customer Information System.ApplicationVendorPlatformDatabaseInterface TypeBill PrintingVertexKubraOutsourcedN/ABatchBill Print and Notice ArchiveVertexOutsourcedOnlineBill and Notice Returns to DC WaterVertexKubraOutsourcedFed-ExCustomer Assistance Program (CAP) Enrollment FileDDOEEVertexOutsourcedCISBatchCollections and Letter PrintingVertexKubraOutsourcedN/ABatchCollections Process Notification Outbound Calling FunctionalityVertexVarolliOutsourcedCISBatchOnlineFinancial Management System InterfaceVertexLawsonBatchRefund Check Processing and PrintingDC WaterN/ARemittance / Payment ProcessingTD BankDC WaterVertexCISBatchPaperOnline Non-Recurring Credit Card Payment Processing (IVR)DC Water IVRPayPalCISOnlineOnline Non-Recurring Credit Card Payment Processing (WEB)VertexPayPalCISOnlineOnline Electronic Check Payment Processing (IVR)DC Water IVRKubraCISOnlineOnline Electronic Check Payment Processing (WEB)VertexKubraCISOnlineElectronic Check Payment Return ProcessingVertexKubraCISBatchRecurring Credit Card Payment ProcessingVertexKubraCISBatchRecurring Credit Card Enrollment and Maintenance ProcessingVertexKubraCISReal-TimeRecurring Credit Card and Electronic Check Payment Processing AccessKubraReal-TimeBatchNon-Recurring Credit Card Payment Processing AccessPayPalReal-TimeBatchElectronic Funds Transfer Processing (Pre-Notes and Payments)VertexTD BankCISBatchOne-Time SPLASH Contributions Processing (Via Bill-Stub)TD BankDC WaterCISManualPaperNon-Recurring Credit Card Monthly Reconciliation ProcessingVertexPayPalDC WaterCISBatchRecurring Credit Card Monthly Reconciliation ProcessingVertexORCCDC WaterCISBatchMARS Meter Test BenchDC WaterN/AMeter/MTU Inventory Update InterfaceVertexCISBatchMeter Reading Billing InterfaceDC Water VertexCISBatchAutomated Meter Reading (AMR)AclaraDC WaterNCC/StarOnlineBatchAMR Customer Information UpdateVertexDC WaterCISNCC/StarBatchService Order Scheduling and DispatchDC WaterVertexInsighAtLastCISReal-TimeAutomated Service Order Generation FileDC WaterVertexCISBatchDC Water Web PortalDC WaterOnlineAbility to create/maintain person contact typeCustomer IVR Self-ServiceDC WaterCISIVRInteractive Voice systemCustomer Web Self-Service VertexCISInteractiveWebCustomer E-Bill Email NotificationVertexCISBatchGIS (IADB-CIS)DC WaterVertexArcGISIADBCISBatchWork Order and Asset Management (MAXIMO)DC WaterMaximoN/APostal Reduction Software (including but not limited to CASS / LacsLink / SuiteLink)VertexCISN/ABill Print OptionIntelligent Mail Barcode (IMB) and National Change of Address (NCOA)VertexDC WaterUSPSCISBatchBill Print OptionCIS Utility Contact ExtractsVertexCISBatchHigh Usage Notification Alert (HUNA)DC WaterPhoneEmailText MsgService Line Update FileDC WaterVertexCISBatchWelcome Letter Mailing DatabaseDC WaterVertexCISBatchBusinessObjectsSAPCIS5.3Information Technology EnvironmentIn this section there is general information about the existing technical environment being used by DC Water.5.3.1CIS Network ArchitectureDC Water’s firewalls, routers, and switches are provided by Cisco. The cabling is CAT 6, fiber.5.3.2ServersDC Water has reengineered IT by adopting a more efficient centralized model aimed at the consolidation of data storage, electronic networks, computers and other resources. Projects supporting this initiative include virtualization of servers through VMware, migration to database clusters, and expanded data storage on DC Water’s storage area network (SAN). Sharing of resources rather than deploying additional systems, servers and networks provides significant cost savings to DC Water departments.DC Water’s data center is a secure and reliable “state-of-the-art” data center consisting of redundant air conditioning, redundant power, and secured access to all areas. Video cameras, motion sensors, and a variety of environmental probes to detect and report on the temperature, humidity, moisture, and smoke monitor the data center electronically. The current environment consists of 120 hosts running over virtual servers that host a variety of applications including web services, database services, email, and other critical IT infrastructure. This enterprise virtual environment provides a significantly higher degree of system uptime along with wide variety of backup/recovery options.5.3.3Workstations / Desktop EnvironmentThe standard specifications for the desktops and laptops deployed to DC Water employees are listed below.Standard Desktop:DescriptionSizeModelDell Optiplex 9020Processor I7 3ghzMemory 8gbMonitor24’Video Card 1gb nvidiaHard Drive500gbOperating SystemWindows 7 64bitStandard Laptop:DescriptionSizeModelDell Latitude 6440Processor I7 3ghzMemory 8gbLaptop Size14’Video Card Intel 1gbHard Drive200-500gb ssdOperating SystemWindows 7 64bit5.3.4Printing and ScanningDC Water uses Canon Copier IR 5045 and HP laser printers and RightFax eFax application. These printers range in size from personal printers to bulk volume printers. The department also uses numerous business class multi-function machines from various vendors to photocopy documents and to complete network based printing and scanning operations.Check printing is done through Lawson A/P Financial Management Information System.Imaging is done through ImageNOW.5.3.5Remote Access CapabilityVendor remote access is provided through Cisco SSL VPN. FTP servers are used by several applications for file exchanges and remote file access.5.3.6Database Management Systems The majority of the critical DC Water business applications currently use Oracle as the database management system. Oracle 10G RAC is currently being used for DC Water applications. The plan is to use Oracle 11G RAC for all future application installations. 5.3.7Internet Browser EnvironmentDC Water’s current standard web browser is Microsoft Internet Explorer 9, which is in line with the Microsoft Office Professional.5.3.8 Business Continuity / Disaster Recovery DC Water has a backup Vertex router in the blue plains facility in case of failure to the primary router located at the M St. datacenter.6.0Business Requirements 6.1OverviewThe Proposers shall address the following areas in their response to the DC Water RFP. Many processes are fully documented and will be provided to the Proposer finalists upon request, including but not limited to:Adjustment ProcessingCreate service ordersClose service orders Turn-on / Turn-off / TransferNon-Payment disconnect process Restore non-payment disconnect processBad Debt processing Meter exchange processing Payment ArrangementMaster summary billing Cancel Rebill Billing Exception processingBackflow device management Federal Billing6.2Key Business Segments6.2.1System Documentation The Proposer will be responsible for providing system and user documentation for the base product. The Proposer will be responsible for modifying the documentation as required to reflect DC Water’s customizations and interfaces.The Proposer shall provide a copy in Microsoft Word format of system documentation for the application software, as well as system administration documentation and training manuals.The Proposer shall grant the right for DC Water to make as many documentation copies as needed.The Proposer will provide a copy in Microsoft Word format of all documentation upgrades for all future system modifications and enhancements as part of the ongoing license fee.6.2.2ReportsDC Water has purchased packaged software over the years creating islands of data requiring multiple reporting processes utilizing multiple integration processes. Currently, data transfers are performed by a variety of programs and applications, often without adequate process documentation. This presents the following issues: Databases are independent of each otherMultiple database formats Few applications are web-enabledMajority of the applications are internally developed and supportedDC Water will require a Relational Data Base Management System “RDBMS” that will enable DC Water to take raw table data, typically in different formats and disparate systems, and transform it into high-quality information that's optimized for business reporting and analytics with a single, easy-to-use interface. The RDBMS will support reporting requirements based upon industry and functional best practices. This will include the development of standard reports and will require the Proposer to define and build the necessary catalogs and data elements needed to generate system and custom reports. The Proposer will be required to provide DC Water with a series of standardized reports as part of the base system, including a list of the reports available with the product, adding any descriptions or explanations that are required for understanding. Based upon the Proposer’s past experience with similar projects, include additional cost(s) and hours that may be required to modify and enhance the standard product report offerings Attachment 3 of the RFP (Cost Matrix). Proposer shall provide a cost(s) and hours for report development based on requirements identified within the Functional Matrix. Proposers shall provide a solution that offers easy access for ad-hoc query and reporting. In addition, Proposers shall provide a system that provides a vehicle for client-server and Internet portal report distribution and analysis. ODBC/SQL access to the data store shall also be provided.The Proposer will also be responsible for setting up an executive web based Information System or Dashboard. The Dashboard will be limited to key performance indicators derived from data contained within the proposed system. At a later date, key performance indicators from other DC Water information systems could be added to the Dashboard. This is a report (Dashboard) that can be customized to meet DC Water’s specific business requirements and provide immediate access to an array of key dynamic business indicators. DC Water’s end users need to view the latest summary of billing, YTD financial results, collection-statistics, or other important information. The Dashboard needs to be designed to refresh information at customized time intervals. Refreshing key indicators can occur in real-time or updated once a month. However, generally a majority of the information on the Dashboard will be refreshed on a nightly basis reflecting the activity from the previous business day. The Dashboard provides for specific user or user group views that focus on the information requirements of that group. Users will also be able to add their own personal reports to the Dashboard providing easy online access to all their custom reports. 6.2.3Interfaces to other business systems The Proposer will be responsible for developing design specifications as specified in Section 5.3 of the RFP and for base code development and unit testing. The Proposer will provide interface options where base functionality can be utilized and using DC Water standards where possible.6.3General Service Level Agreement (SLA)This is a sample list of the types of issues DC Water will require and is not intended to be all solutions.General Service Levels include:The proposed system will provide an average response time of less than 1.5 seconds for all customer service related screens during business hours. All other screens will require a 2 second (or less) response time.The critical batch jobs required to generate and / or post transactions including charges, payments, delinquency, bill output, data archives, and any other critical job required to enable DC Water to maintain efficient operations shall be completed within six hours.Daily reports not required for time sensitive critical utility operations shall be able to run during the day while users are accessing the on-line system (while meeting the response times identified earlier). If the Proposer will require a mirrored database to accomplish this requirement, the process of refreshing this database shall be automated by the product application or a component of the technology proposed. The processing time to maintain this mirrored database is preferred via a real-time replication, however if replication is via a batch process, the time frame will not exceed a six (6) hour delay. PRODUCT SUPPORT RESPONSIVENESS:All DC Water service requests to the Proposer will be acknowledged with a response including a tracking number, within two (2) business hours.Non-critical billable service requests will require detailed estimates provided to DC Water within five (5) business days from the original request.Business-critical billable service requests will require an order of magnitude estimate to be delivered to DC Water within two (2) business days from the original service request date. Upon approval of the estimate, work will commence within 48 hours.For the purpose of this RFP, critical problem product defects are defined as having a major negative impact to DC Water’s ability to conduct business. Correction of these issues will begin within two (2) hours of the defect acknowledgement. These issues shall be corrected within 48 hours.For the purpose of this RFP, moderate problem defects are classified as having a negative impact to the DC Water’s ability to conduct business, however a reasonable alternative approach is available to solving the issue. These issues require software correction but not in the immediate future. Such issues shall be corrected within 20 business days.For the purpose of this RFP, minor problem defects are classified as not having a significant negative impact to the DC Water’s ability to conduct business. These issues are typically incorrectly labeled reports or forms. These issues shall be corrected with the next major annual release.All custom code delivered to DC Water shall be free from errors based on the agreed upon detail design documents, which includes all deliverables configured by the Proposer and delivered to DC Water. It is expected that the Contractor will use reasonable skill, care and diligence to make custom changes and they should be completed in a “workmanlike standard”. Proposer should provide documentation for all customer code consistent with DC Water standards. After production processing begins, if a deliverable is received by DC Water and is found to have errors, the Proposer will have five (5) business days to correct the errors and negative impact in other areas.7.0Implementation Information7.1General Expectations And OverviewDC Water is open to a CIS on-premise licensed solution or a hosted solution. DC Water has a solid project core team but will require an experienced implementation team to provide the services to install the solution. DC Water anticipates using a third-party consultant in a project advisor QA role and other as deemed necessary. DC Water reserves the right to select an alternative Proposers if Primary Proposers solution offerings does not meet DC Water’s functional and technical requirements or final negotiations.7.1.1Multi Location Implementation Plan DC Water will look for the Proposer to identify the specifics on how their implementation staff will account for training and implementing the solution across the different offices that are located throughout the local area. DC Water would prefer the centralized approach, but understands that the Proposer may have a better approach and is willing to review the Proposers recommendation. 7.2Project Team AllocationDC Water has dedicated the following resources as needed throughout the project to ensure the successful implementation of the systems identified within this RFP. This information has been provided to assist in the development of Attachment 4 – Staffing Matrix and many sections in the Response Template. Role% AllocationResponsibilityCore TeamProject Manager100%DC Water & Consultant Manager providing daily management of the project Implementation Manager100%DC Water Manager responsible for day to day project activitiesCIS Administrator / Technology Support – Person 1100%Detailed configuration, technical analysis, modeling, reporting, WEB, and business processes analysis.AMI Administrator – Person 250%Detailed configuration, technical analysis, modeling, reporting, WEB, and business processes analysis.Billing100%System configuration, testing, business process analysis, conformity, budget billing review, refunds, etc.Credit & Collections75%Back office collections, bad debt, and bankruptcy. Also handles back office tasks such as return item processing, CAP/SPLASH set-up/review, lien processing and tax sale.Call Center 100%Front office, phone center, service order generation, training, testing, documentation.Utility Finance Manager100%Rates and Financial configuration, testing, business process analysis, liaison with DC Water Finance staff and general ledger mapping design, confirmation and testing.Database Administrator100%Data clean up and conversion, database setup and configuration.Trainer (Later start)100%Provides methodology, establishes classes, and trains staff.IT Support Staff – Person 1100%Interface development, implementation.IT Support Staff – Person 2100%Report writing / development, information gathering, requirements gathering, conversion specialist, etc.Customer Relations e-Care Management Administrator50%Phase 2/3Customer self-service, integration with IVR and Web self service management.Field Mobile Administrator50% - Phase 2/3Manage, convert, and assist with business process development, configuration, and testing of initial mobile service order design through generation, dispatch and completion.Meter services management75%Manage service order assignment rules and processesChange management lead100%Manage communications, system readiness, training, coordination with support departmentsConversion lead50%Hired from existing service providerBackflow prevention device 25%Define requirements, perform testing, assist with configuration. Define data conversion needs if electronic.Subject Matters ExpertsMeter Reading TesterAs NeededPerform testing, analysis, and business process assessment.Field Services TesterAs NeededPerform testing, analysis, and business process assessment.Utility’s Finance TesterAs NeededPerform testing, analysis, and business process assessment.Meter Shops TesterAs NeededPerform testing, analysis, and business process assessment.Public Works TesterAs NeededPerform testing, analysis, and business process assessment.Centralized Cash TesterAs NeededPerform testing, analysis, and business process assessment.7.3DC Water’s Project Team DescriptionDC Water will provide the following staffing resources:Project Director – DC Water will assign a Project Director that will be responsible for overseeing the final decisions and overall success of the project. In the event DC Water selects a professional Project Manager, this person will report to the Director and the Proposer’s Project Manager will report to DC Water’s Project Manager. Project Manager – DC Water will assign a Project Manager with CIS implementation experience or major project implementation experience that is overseeing the day-to-day activities of this project. The Project Manager has the capability of initiating appropriate changes to the hardware, software, personnel, plan, and processes, as required.Business Analysts – DC Water will provide Subject Matter Experts (SME) that are familiar with the DC Water’s current business process and requirements to fully participate in the design of business rules and the configuration of the system. These individuals have been with the company for quite some time and are very familiar with many aspects of the company’s processes. These SME’s on the project are from DC Water’s principal business areas (most individuals on the project team provide support in more than one functional area) including:BillingRatesCredit & Collections, bad debt, bankruptcy Configuration setup, reports, ACH, data clean upConversion, interfaces, DBA, technical setupFinancial interfaces, system balancingService order processing Meter inventory, handhelds, readings, exceptions, meter history, MDMSPhone center, customer calls, service orders creationPayments processingLow income account and large account billing Information TechnologyReportingCustomer Self-ServiceBackflow preventionFederal BillingSME’s will be assigned to the project on a full-time basis for all aspects of configuration, testing and cutover to production. Individual SME’s will be available to review and revise business processes. SME’s will also perform a key role by assisting in end-user training.The Finance representative will be fully conversant in the DC Water’s General Ledger (G/L) System and Chart of Accounts. In addition the resources will have knowledge of the information required for the financial interface. Systems Analysts – DC Water IT department will support different aspects of the project. Depending on the skill sets required, this support might be provided by one or more staff to provide assistance to the project team for network, desktop, connectivity, technical set-up and configuration, hardware, software, Windows Server, Oracle, Unix, reporting, and web services.Legacy System – Core team members have an in-depth understanding of the DC Water’s Vertex’s eCIS system, its data architecture, database and the business processes it supports. Since this role is especially important for the data conversion tasks, there are several analysts that can be available for key parts of the data conversion tasks.Conversion Lead – The Conversion Lead is responsible for directing the activities of the conversion team, for making decisions and for resolving issues that affect the conversion process. The Conversion Lead is a member of the Core team. This person will be available to provide the following support to the project:Commitment for the full length of the conversion project.Familiarity with and understanding of the legacy system and the related business processes.Attendance at workshops and commitment to fully understand the complete product functionality.Participation in authorizing and documenting all conversion related business issues and municating all related conversion business requirements and decisions to the Implementation Project anizing the necessary additional resources that will be required on DC Water team to complete the conversion process within the project timeline. DBA – They will provide assistance with data conversion and existing table and file layouts.7.4Implementation of Major Project Activities DC Water recognizes that each Proposer has a proprietary software implementation methodology. DC Water will require the Proposer to assign a full-time experienced project manager who is expected to be on-site a minimum of 70% timeframe for the duration of the project. The items below are general descriptions of the typical phases of an implementation.The Proposer will be required to perform and/or participate in the following Project Activities:7.4.1Project InitiationThe Proposer will begin preparing for the start of the project. Meetings will be conducted with DC Water and the Proposer’s project teams to establish the project structure and organization. This includes setting up appropriate project controls, identifying specific resources, refining the project plan that was submitted and ensuring that all relevant resources have been identified and are scheduled.Any web based tools that will assist in managing the project will be installed during this phase. DC Water and the Proposer will formalize modifications and interface requirements.The Proposer will conduct an official project Kick-Off Meeting.7.4.2Software And Hardware Procurement and Staging (if on-premise)The Proposer shall work with DC Water to identify the necessary software and hardware inventory required. The Proposer shall identify the necessary timing of the procurement to insure there are minimal delays. 7.4.3Software And Hardware Installation (if on-premise)DC Water will perform the basic installation of an internally supported backend database management system with configuration assistance from the Proposer.The Proposer shall lead the installation of the software solution and any necessary third party software. The Proposer shall assist in the development of required testing and staging environments. DC Water will participate in this phase with the expectation of gaining the knowledge to create other instances of the software at the conclusion of this phase.7.4.4Requirements Analysis / Gap AnalysisThe required Functional Matrix provided as an attachment to the RFP will be used to create a detailed document outlining all major capabilities required by DC Water. This document will identify each of DC Water’s requirements in further detail for use in the project by clearly defining the project scope. The completed document will be the basis for further functional and technical design for any customizations required by DC Water. Since this is believed to be of critical importance to this project, the Proposer must explain this process in detail. The functional matrix will be used during a traceability analysis/matrix to ensure that each requirement can be traced back to demonstrable online system functionality. It is the Proposers responsibility to ensure that the functional requirement scoring worksheet is completed as accurately as possible.The purpose of this phase is to determine the functional requirements, interface and reporting requirements for DC Water’s implementation, and configure the system to meet these requirements.During this phase of the project, a number of other requirement gathering sessions will be conducted including:Interface workshopsSpecific functional workshopsData conversion workshopsBill, letter, notice production and extract workshopsReport workshops7.4.5Software ConfigurationThe Proposer will be required to take the lead in software configuration sessions involving appropriate DC Water business experts to determine and implement the optimum table setup of the solution based on the functional requirements analysis. 7.4.6Technical TrainingAt a minimum, the Proposer will be required to provide various levels of training with regard to the proposed software application. Proposers must provide a detailed outline of all proposed training and associated costs with their proposal. The Proposer will be required to staff this position with its senior technical resources.DC Water may be moving from an outdated technology platform. It’s expected that DC Water’s technical team may be required to be re-educated regarding their base technical platforms. Based on this fact, please offer a curriculum of technology courses that may be necessary to maintain the new platform. Product courses that DC Water staff will be required to take should be made available based on the project timeline that has been identified within this RFP. Expected technical training points include:New required languagesTechnical architecture of the solutionDatabase architectureAbility to compile softwareKnowledge of database to facilitate ad-hoc reportingAbility to create other instancesData back-up and restoreSource code search toolsSecurity configurationHigh availability configurationDisaster recovery trainingConversion process trainingBusiness IntelligencePortal technologySupport tools trainingInterface and object connectivity7.4.7Functional TrainingDC Water is looking to implement the simplest yet most comprehensive training approach. Due to the complexity of the requirements DC Water will look to the Proposer to present different options that are both cost effective and comprehensive. The number of users has been outlined in Section 4.6.3 of this RFP. The Proposer must explain the recommended approach that should either support one of the following training options: 7.4.7.1 End User Training If the Proposer is providing full staff training, The Proposer will conduct end-user training of DC Water staff and core team. The Proposer will also be required to train DC Water staff in addition to the core project team. Approximately 300 users will require training for the new system. Of the 300, approximately 175 are heavy users of the system who will require extensive training, 75 are moderate users who will need training limited to certain interfaces and job tasks, and the remainder are casual users who only access the system to look up data and do not perform any transactions on the system. The training may have to be performed at different locations. The Proposer will be responsible for organizing and training all end users of the system as identified in Section: System Users. DC Water has identified key resources to assist in the training effort. All end user training will be conducted at a facilities located within Washington, DC. The Proposer must provide a training plan identifying the minimum number of training hours per functional area as a part of the base package. The plan must: Identify the actual training staff hours and materials.Describe the size and skill levels of each group.Specific location of the actual trainingExplain the functional responsibilities covered in each session. The Proposer will be required to staff this position with its senior functional and training resources. Resumes should be provided as outlined in the Response Template.Expected functional training points include:Product functionality trainingConfiguration trainingData model training and walkthrough7.4.7.2 Train The Trainer If the Proposer will be providing Train the Trainer sessions, the Proposer will be required to train a core group (up to six) full time DC Water staff. In turn, DC Water will provide training to secondary and casual system users (“Train the Trainer” approach). All end user training will be conducted at a facility to be determined by both DC Water and the Proposer. The Proposer must provide a training plan identifying the minimum number of training hours that will be provided as a part of the base package. The plan must: Identify the actual training staff hours and materials.Describe the size and skill levels of each group.Specific location of the actual training.Explain the functional responsibilities covered in each session. The Proposer will be required to staff this position with its senior functional and training resources. Resumes should be provided as outlined in the Response Template.Expected functional training points include:Product functionality trainingConfiguration trainingData model training and walkthrough7.4.8Data ConversionDC Water has elected to convert up to three years of both billing and consumption data. DC Water is interested in cost savings by going live with a balance forward approach. If the balance forward approach is selected by DC Water, the Proposer will be responsible for the conversion of a balance forward of the current month’s meter readings and financial transactions from the existing CIS to the new CIS. Regardless of which option is selected, the Proposer will be responsible for converting all necessary customer, contact, service order, financial and premise information for the last three years. Activities will include detailed planning, data cleanup, data mapping, development of conversion specifications, construction and testing of automated conversion programming, conversion testing, mock conversions, manual conversions, stress testing, database sizing, production conversion, go-live activities and post implementation cleanup activities.DC Water will be responsible for providing reasonably clean source data to the Proposer for conversion. DC Water is currently reviewing their data to minimize conversion errors. DC Water and Vertex Business Solutions is responsible for being knowledgeable regarding the legacy CIS. Proposers will not have to become an expert in the legacy CIS data structures although prior experience in converting another utility from the legacy CIS will be valuable.DC Water will provide knowledgeable resources to support the Proposer’s staff as necessary to convert data from the legacy CIS to the target CIS. In addition, DC Water will have an active role in the conversion in order to further facilitate the knowledge transfer process to the new application.The Proposer’s staff will be the lead and be responsible for the successful data conversion phase of this project.7.4.9Software TestingAny baseline CIS must be free from significant defects. DC Water staff understands that as changes to that CIS are introduced there is the possibility of breaking the baseline functionality. It is the Proposer’s responsibility to ensure that any customizations to DC Water’s version do not break the baseline software capability. The Proposer shall test all configurations, modifications, interfaces, data conversion or other work efforts performed by the Proposer’s staff that may cause errors to the software. The Proposer shall perform a minimum of three monthly closeouts, one quarterly closeout, and one annual closeout to ensure that quarterly reporting is accurate. This includes all processes for example: billing, liens, credit and collections, disconnections, and any other exception processing as defined by DC Water.The Proposer’s implementation team is expected to utilize structured testing methodologies utilizing plans, scripts, scenarios and any other tools deemed necessary to accurately and completely test the system before delivery to DC Water. The Proposer’s implementation team and DC Water staff will review results together throughout this phase.The Proposer will assume responsibility for conducting a product volume test to ensure batch and on-line performance meets performance and service levels. The Proposer will assume responsibility for conducting mock production conversions in preparation for production cutover.The Proposer will provide DC Water with all test templates and scenarios to review and possibly incorporate into DC Water’s User Acceptance Testing process.DC Water and the Proposer’s staff will review all testing plans prior to User Acceptance Testing, and review the results of the testing.In addition to any of the Proposer’s testing, DC Water will perform tests to validate the system’s readiness for Go-Live. DC Water, with assistance from the Proposer, will develop test scenarios with expected results to validate all aspects of the configuration of the software. DC Water will also perform final tests on the converted data to ensure the conversion phase has been completed accurately. The Proposer will provide resources for product fixes resulting from errors identified during this phase.7.4.10 Configuration Fine Tuning & Preparation For Go-LiveThe Proposer will be required to conduct the necessary activities to prepare the new system and DC Water for Go-Live. An operational readiness test will be developed to plan and conduct prior to cutover and data conversion execution. The readiness test may include a true parallel of selected bill cycles and routes production run using converted data to allow analysis of both the conversion process and billing readiness. Test results generated will support the final decision on whether to “go” or “no go” for the application. ”No go” decisions will be corrected to DC Water’s satisfaction. The sole decision-maker for the “go” or “no go” decision is DC Water’s..The Proposer will thoroughly test the customizations (if any) prior to turning over the system to DC Water for user acceptance testing. DC Water will lead this effort; however, the Proposer will be required to provide functional and technical support during this activity.? ?This time will be accounted for in the Proposer’s timeline proposal.7.4.11 Solution Go-LiveThe Proposer’s project team must have extensive experience with CIS, eCare, business intelligence, and Work Management implementations and possess the necessary resources available to assist with any potential operational issues that may occur during go-live activities.A requirement of the Proposer is completion of a “Final System Acceptance” test. After all deliverables have been received and are in production, the Proposer shall ensure a fully functioning system for three (3) months after the first successful, complete month of billing. For the purpose of this RFP, successful is defined as including, but not limited to, bill processing over the course of a month (without any errors due to the application) and no outstanding system development or customizations. DC Water may designate a thirty-business day window to measure performance of the system in accordance with predefined performance criteria. The project is not considered complete and the Proposer will not be released from their obligations until this final acceptance test is conducted and DC Water formally accepts the system in writing.7.4.12 Post Implementation SupportThe Proposer will be required to provide on-site post go-live support for a period of up to three (3) months for the purpose of resolving issues where the system is not operating as designed and/or to transition knowledge of the system to DC Water. DC Water is open to alternatives that must be clearly specified — i.e. one month on-site, one month off-site, full time support, etc. All alternatives must be clearly identified within Attachment C Cost Matrix. DC Water will look for the Proposer to present how the post go-live support will be implemented based on the overall implementation approach. DC Water will provide a dedicated implementation team consisting of employees with expertise in managerial, functional and technical areas. Other DC Water employees, as needed, will be available throughout the project.The Proposer will perform the following tasks:A post production audit to identify performance issuesRecord and track all support issuesDevelop and implement plans to correct outstanding issuesOn-call to assist with any potential operational issues7.5Value Add-Implementation Services7.5.1Organizational Change ManagementDue to the importance of the current CIS integration to DC Water’s business processes, it is imperative that the new system is not only technically implemented but also implemented smoothly. DC Water believes that a planned approach to deal with the impending organizational changes due to the new CIS is necessary. 7.5.2Communications ManagementAs part of change management, an organized communications strategy will be required.7.5.3Document Existing Business Processes Due to time constraints for this project, DC Water has developed a detailed Functional Matrix and documented key business processes. As part of the response, the Proposer will be required to describe how the current process and the to be process will be captured and used during the implementation. 7.5.4Document New System Business ProcessesBased on your response to 7.5.3, provide a description and cost estimate for mapping the current business processes to your new CIS and identifying the changes in processes within the Cost Matrix Attachment 3. 7.5.5End User Training Material DevelopmentDC Water will require the Proposer to provide the necessary training materials in order to successfully deploy the proposed training approach (train the trainer, or train all the end-users).7.5.6Custom Documentation For Modifications and InterfacesThe Proposer will be responsible for the complete delivery of all documentation related to any modifications or interfaces developed for DC Water. 7.5.7Conduct Data Clean-up for Data ConversionDC Water has already started a data clean up effort. DC Water staff has started running queries and other data mining activities to identify incorrect data. DC Water will either manually or systemically correct the data. All data cleanup activities will be completed by the time conversion processes take place.8.0Support and Maintenance The Proposer must include information and costs associated with all aspects of on-going product support and maintenance activities. After the initial post implementation support period, DC Water will provide the first level of support. The successful Proposer will be required to provide on-going application support including, but not limited to:Application programming support deskProduct upgrades / updatesOn-going training servicesRegular product releases, based on a defined on-going maintenance fee8.1Base Warranty DC Water expects the Proposer to provide active product support for at least two major releases prior to the proposed release.The selected firm will be required to provide a warranty for the software and its support, for the major release DC Water implements and subsequent minor upgrades, for a period of two (2) years from the date DC Water begins “Live” processing. As defects are found, DC Water will require the firm to correct those defects in DC Water’s version of the software and to provide those corrections to DC Water.Any costs related to warranty, including material costs, travel, staff resources, etc., shall be the responsibility of the Proposer.8.2Modification And Interface WarrantyDC Water will require all software modifications and interfaces shall be warranted free from defects, for twenty-four (24) months after DC Water begins “Live” processing.Any costs related to warranty, including material costs, travel, staff resources, etc., shall be the responsibility of the Proposer.8.3Product SupportDC Water requires an easy to understand support process. The process should be fully documented including hours of operation, escalation procedures, costs/rates (if applicable), and a single or defined point of contact.9.0 Upgrade Information9.1Process If decided, DC Water will require a process for upgrading the solution after the initial software implementation. The process must be well defined with a well-scripted upgrade path and comply with DC Water’s Change Management process.9.2TimeframesIf decided, DC Water will require the prime contractor to describe the standard timeframes to conduct a product upgrade for all the proposed solutions. 10.0Hosting Requirements10.1OverviewAs described earlier in the RFP, DC Water’s current CIS is a hosted Vertex eCIS system on a legacy AS/400 environment. It is the intent of DC Water to evaluate the options and services associated with a new state of the art CIS solution in either a new hosted and managed environment or a completely on premise solution. Return on Investment (ROI) is the key to this evaluation, therefore, it is highly recommended that the Proposers review the RFP and ask pertinent questions during the Discovery Sessions as outlined in this RFP which will enable the Proposers to present ROI information as part of the Proposal to DC Water.10.2Requested Outsourcing ServicesIn an effort to ensure similar responses, below is a brief description of the desired services for outsourcing that DC Water would like to consider. Use this description as an example, if the Proposer provides additional services; please provide descriptions of those services as well.10.2.1CIS Application Outsourcing10.2.1.1 Description of ScopeDC Water is considering the option of having the new CIS application outsourced by the CIS Proposer or one of their business partners. The scope of services should include at a minimum:Management of OutsourcingAs part of the service, a named account manager for this outsourcing engagement will be responsible for the management of services being provided to DC Water. This person will meet with DC Water staff at their corporate facilities no less than quarterly throughout the term of the engagement. Senior management responsible for the Proposer outsourcing services will meet in person at the DC Water’s corporate facilities no less than twice yearly to review the status of DC Water operation being managed by the Proposer.CIS Outsourced SolutionThe Proposer is required to provide all technology components for the server side of the CIS solution. The Proposer’s solution should include, at a minimum, the following: CIS application Programming and compilation tools Database software Hardware to meet the described service levelsNetworking componentsWeb serversCommunications equipment and service lines as requiredCommunication up to DC Water’s point of demarcationDC Water will be responsible for acquiring and maintaining all client workstations at DC Water locations. DC Water is open to the CIS outsourced solution being located in a remote location or on DC Water premises.IT Operations (at a minimum to be included)Database AdministrationNetwork AdministrationSource Code ManagementServer Operating System AdministrationPerformance TuningReport DistributionManaging Interfaces that are required for the CISApplication maintenance for the CISSecurity ManagementUser Identification and Permissions to include roles, access control – Add / Change / DeleteHigh Availability for Environment (failover)Disaster RecoveryCommunications for Environment AccessRemote Access to the solution from DC Water facilities or remote locationsDocumented Disaster Recovery Plan Migration plan for bringing the system back on-premise if the contract is terminated. Application Outsourcing and SupportDC Water has identified the need to investigate an alternative approach to supporting the system. In this approach, the hardware and infrastructure for maintaining the system is provided by a 3rd party (Outsourced). DC Water will look for alternative support services that account for all services up to the point of demarcation. 10.2.1.2 Optional Outsourcing ApproachThe primary approach described above is based on an outsourcing approach; if the Proposer offers additional services for additional managed services, please describe these options. Ensure the options are listed as optional within the Hosting Cost Matrix - Attachment 3a. For example, if the Proposer would manage the functional components of application management, this may have an impact on the application knowledge transfer requirements. The Proposer could handle system configuration changes such as rate changes and billing verification. Furthermore if the Proposer offers some type of cloud-based services, those should be clearly presented. Based on this approach, it could be conceivable that the Proposer would not require an extensive software implementation as compared to a full software implementation for a more traditional outsourced option. Please describe and provide financial information based on this approach if this is an option the Proposer could provide.10.2.1.3 Operational SupportHelp Desk and Incident ManagementDC Water expects the Proposer to provide first level of support for the proposed solution, including the ability to contact the support group and log issues via phone and/or web.The Successful Proposer will be required to provide on-going application support detailed information regarding the Proposer’s:Incident Management ProcessesHelp Desk/Incident Prioritization10.2.1.4 Hardware SupportShared equipment is acceptable as long as the Proposer has the necessary hardware and software to completely segregate and secure DC Water software and data from other clients. In the event the Proposer is recommending a shared equipment approach, the Proposer must identify how security and data protection protocols will be established and monitored. Management of server equipment at DC Water location is also acceptable.10.2.1.5 Solution Support and MaintenanceThe Proposer is expected to provide application and infrastructure support and maintenance services for the various application components of the DC Water System.Corrective Maintenance - Provide continuous support and immediate fixes to correct any dysfunctional feature of the DC Water application.Adaptive Maintenance – Propose new technology initiatives to better address the DC Water’s business needs, without affecting business continuity.Perfective Maintenance – Perform root-cause analysis to identify and design permanent fixes to critical issues, in order to fix problems at their origin.10.2.1.6 Technical Currency/UpgradeDC Water expects Proposer to always remain on supported versions of underlying application and technology. Upgrades must follow the proposed change management process.10.2.1.7 Change Management ProcessDC Water expects the Proposer to adhere to a defined and auditable change management process and provide:Tracking work requestsApproval processManagement of changes to production environment10.2.1.8 Service Level Agreement (SLA)Comprehensive SLAs will be developed during the contracting phase. Portions of the required service levels are described in the Purchasing section of this RFP. Additional SLAs will be determined should this option be selected. DC Water anticipates a brief stabilization period and then transitions into an on-going operational state.DC Water expects a defined service level agreements to govern the on-going operational state to at a minimum to include the following:System availability for CIS is greater than 99.5% excluding scheduled down time.System availability for self-service portal is greater than 99.5% excluding scheduled down time.If Bill Print is included, 98% of statements delivered to the post office within one business day by 5pm.If Payments are included, 98% clean funds deposited on the same business day as received.Response time to incidents based on criticality is an hour for an emergency, 4 hours for a critical incidentTarget resolution for P1 is 24 hours, P2 is 72 hours, and P3 is 10 days.98% of interface files are delivered according to the proposed work availability is 99.25% excluding scheduled down time.DC Water requests submission of Proposers standard level service agreements.Proposer is expected to provide SLA methodology, reporting, and standard agreement. 10.2.1.9 Performance If the SLA for uptime is not met as referenced in Section 10.16 of Attachment 1a Hosting - Response Template, DC Water will require a 20% to 30% rebate of that month's outsourcing fees.The SLA for Level 1 defects (to be defined within the contract) must be corrected within 24 hours to avoid a rebate of 5% to 10% of the monthly outsourcing fees. ?? 10.2.1.10 SAS 70 Statement on Auditing StandardsOutsourcing Proposers will be required to present SAS 70 audit reports for their service. This is in support of the requirements of section 404 of the Sarbanes-Oxley act of 2002.10.3Financial ModelsDC Water requires all financial components to be presented in detail based on the Cost Matrix provided as Attachment 3 of this RFP. DC Water expects an approximate twenty-four (24) month implementation timeframe for the software and then a full five (5) years of outsourcing services. DC Water does realize that a outsourced solution offering may reduce the implementation timeframe, if this is the case it will be the responsibility of the Proposer to clearly communicate why the timeframe is shorter, as part of the Proposal. Proposers that can offer a monthly pricing model that includes license, maintenance, implementation and outsourcing fees bundled into a consolidated payment model over the seven (7)-year period may be viewed in a more advantageous manner. Please note however, that DC Water will own the license for software and related solutions. 10.4Upgrade Information 10.4.1Process If decided, DC Water will require a process for upgrading the solution after the initial software implementation. The process must be well defined with a well-scripted upgrade path.10.4.2TimeframesIf decided, DC Water will require the Proposer to describe the standard timeframes to conduct a product upgrade for all the proposed solutions. 10.4.3Estimated Upgrade Costs Based On This RFPBased upon the information in this RFP, the Proposer will provide a cost proposal that identifies configurations, product modifications and upgrades to interfaces with the help of IT. Based on that information, provide a cost estimate for a full upgrade of your solution(s) at year seven.Tab “CIS 7-Year TCO” of Cost Matrix, Attachment 3 has been provided to capture all related upgrade costs. This is a mandatory requirement to complete.***** End of Request for Proposal ***** ................
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