Business Background and Overview - Ohio



NOTICEThis opportunity is being released to Contractors pre-qualified as a result of Salesforce RFP #0A1194. Only Contractors pre-qualified for Supplement 2 are eligible to submit proposal responses and to submit inquiries. The State will not respond to inquiries submitted by organizations not pre-qualified under RFP 0A1194. All Contractors responding to this Solicitation of Work must be contracted under Contract 0A1194 and all costs must be based at or below contracted rates. An alphabetical listing of Contractors pre-qualified to participate in this opportunity are as follows:0A1194 Supplement Two ContractorsAccentureCGICoastal CloudDevCare SolutionsPersistent Systems, Inc.-269435343100Solicitation of Work (SOW) Template State of OhioOhio Development Services AgencyProject Name: Enterprise Salesforce Development Center of ExcellenceProject Solicitation of WorkSolicitation ID No.Solicitation Release DateSFDEV-18-00-0016/15/2017Section 1: PurposeThe Department of Administrative Services (DAS), Office of Information Technology (OIT) and a variety of state agencies maintain a variety of systems based upon , Salesforce AppExchange Applications, 3rd party developed code, state software and infrastructure assets. DAS/OIT is collaborating with the Ohio Development Services Agency to establish a Salesforce Center of Excellence for the State.These systems are under various stages of development, but a summary of notable systems follows:Enterprise eLicense (eLicense) The management and administration of applications, renewals, enforcement and inspections of a variety of professional and operating licenses for the State’s 120+ agencies, boards and commissions. Medical Marijuana Industry Licensing The licensing of industry participants (cultivators, laboratories, processors and dispensaries) for Ohio’s Medical Marijuana Program.Ohio Child Licensing and Quality System (OCLQS) Licensing and Step Up to Quality (SUTQ) operations and administration. It is used by the Ohio Department of Job and Family Services (ODJFS), county agencies and Ohio Department of Education (ODE) staff. Ohio Business Gateway (OBG) OBG is an online destination where 500,000 - 600,000 business users submit transactions and payments for 23 different service areas. In calendar year 2014, $9.1B in state and municipal revenue flowed through the OBG via approximately 3.7M transactions. The Ohio Department of Taxation accounts for $8.5B of the total revenue flowing through the OBG. There are currently eight state agencies operating on the OBG (“agency” also includes a composite of 500+ local municipalities).Ohio Enterprise Grants Management The federal grants management processes employed by agencies within the State of Ohio involve over 700 employees and are antiquated, inefficient and ineffective. There are 22 state agencies receiving and distributing approximately $25B in federal grant funds annually. These agencies employ 57 different software systems and technology tools. In most cases, these are standalone systems not integrated with the State’s ERP financial system.Development Services Agency (DSA) DSA is using Salesforce as an Enterprise Tracking System for 157 varied economic development programs (loans, grants, tax incentives, bonds, etc.). As of May of 2015, the system managed 6,493 active awards to Ohio businesses and communities valued at $6.48B. This system serves as a reporting warehouse, document retention system, and communications platform for the agency and its partners (Small Business Development Centers, Minority Business Assistance Centers, etc.).This position (single resource) is to assist the State in the establishment of a Salesforce “Center of Excellence” that will be responsible for a variety of work activities and deliverables associated with unifying, to the extent possible: development and naming standards; coding, integration and data interface/exchange techniques; code control, sharing and management; and establishing state standards for ongoing commissioning, development, deployment and management of state Salesforce-based applications.Additionally, this role will design and establish a state worker “community of interest” as an employee-led group in state agencies that come together to discuss, collaborate and share on large-scale concepts, granular ideas, tools, and solutions pertaining to a specific platform or business initiative within an agency or for the State as a whole.This solicitation is for pre-qualified Contractors under Contract 0A1194.Table of ContentsSection 1: PurposeSection 2: General Solicitation InformationSection 3: Scope of Work and ConditionsSection 4: Deliverables ManagementSection 5: SOW Response Submission RequirementsSection 6: SOW Evaluation CriteriaSection 7: SOW Evaluation ProcessSection 8: SOW Solicitation ScheduleSection 9: Inquiry ProcessSection 10: Notice about SubmissionsSection 11: Limitation of LiabilitySection 12: Insurance TermsSection 2: General and Solicitation Information2.1Agency InformationAgency NameDevelopment Services AgencyContact NameChristopher BowsherContact Phone 614.644.1421 2.2Project InformationProject NameEnterprise Salesforce Development Center of ExcellenceExpected Project Duration7/1/2017 – 6/30/2018 2.3Contractor’s Work Effort RequirementThe Contractor’s team (as contracted with subcontractors, if applicable) must perform 100% of the effort required to complete the Work.Section 3: Scope of Work and Conditions3.1See Attachment 1AssumptionsNoneConstraintsNone3.2 Pre-Contracted Elements and RequirementsAs a result of the terms, conditions and general requirements pertinent to RFP 0A1194, Supplement 2 Contractors “Enterprise and Agency Salesforce Major Projects & Enhancements”, the following requirements are reiterated by reference, required by the State as it relates to this Project and remain in full effect:All terms, provisions and rights as contracted under RFP 0A1194 without any alteration.Supplement 2, Section 3.0 in its entirety – Mandatory Project ResponsibilitiesSupplement 2, Section 4.0 in its entirety – Contracting Methods and StandardsSupplement 2, Section 6.0 in its entirety – Project Performance Measures and Service LevelsSupplement 3 in its entirety. 3.3 Work Location(s)DEV will provide cubicle space with use of terminals, printers, and conference rooms.Section 4: Deliverables Management4.1Submission/FormatPM Artifact/Project Work ProductSubmissionFormatProject Delivery Artifacts (Plan, Issues/Risk, Reports)By ContractorMicrosoft Office SuiteDeliverables (non code based)By ContractorMicrosoft Office SuiteDeliverables (code based)By ContractorAs Mutually Agreed Deliverable AcceptanceBy ContractorMicrosoft Office Suite4.2Reports and MeetingsThe Contractor is required to provide the agency contract manager with WEEKLY written progress reports of this project. These are due to the agency contract manager by the close of business on FRIDAY each week throughout the life of the project.The progress reports shall cover all work performed and completed during the week for which the progress report is provided and shall present the work to be performed during the subsequent week. The progress report shall identify any problems encountered or still outstanding with an explanation of the cause and resolution of the problem or how the problem will be resolved. The Contractor will be responsible for conducting weekly status meetings with the agency contract manager. The meetings will be held on MONDAY at a time and place so designated by the agency contract manager – unless revised by the agency contract manager. The meetings can be in person or over the phone at the discretion of the agency contract manager. Section 5: SOW Response Submission Requirements5.1Solicitation of Work SubmittalEach pre-qualified Contractor must submit 7 complete, sealed and signed copies of its Proposal Response clearly marked “Enterprise Salesforce Development Center of Excellence” on the outside of its package along with the pre-qualified Contractor’s name. A single electronic copy of the complete Response must also be submitted with the printed Response. The Contractor’s response shall clearly demonstrate how their proposed solution meets the requirements outlined in this document. Each Solicitation of Work must be organized in the same format as described below. Any material deviation from the format outlined below may result in a rejection of the non-conforming response. Each Solicitation of Work must contain an identifiable tab sheet preceding each section of the response. Cover Letter (include email address)Subcontractor Letters (if applicable)Proof of InsuranceContract 0A1194 Signature PageContractor Proposal in Response to the Statement of Work and Requirements contained belowCost Summary Solicitation of Work – (See Statement of Work Section 3)Include the following:Cover Letter. The cover letter must include a brief executive summary of the solution the Contractor plans to provide. The letter must also have the following: Must be in the form of a standard business letter;Must be signed by an individual authorized to legally bind the Pre-Qualified Contractor;Must include a list of the people who prepared the Response, including their titles; andMust include the name, address, e-mail, phone number, and fax number of a contact person who has the authority to answer questions regarding the Response.Subcontractor Letters. This requirement only applies, if Contractor will be working with a subcontractor that was not named as part of its initial response to RFP 0A1194. For each proposed subcontractor, the Contractor must attach a letter from the subcontractor, signed by someone authorized to legally bind the subcontractor, with the following included in the letter:The subcontractor's legal status, federal tax identification number, D-U-N-S number, and principal place of business address;The name, phone number, fax number, email address, and mailing address of a person who is authorized to legally bind the subcontractor to contractual obligations;A description of the work the subcontractor will do;A commitment to do the work if the Contractor is selected; andA statement that the subcontractor has read and understood the SOW and will comply with the requirements of the SOW.Proof of Insurance. The offeror must provide the certificate of insurance in the form that Section 11 requires. The policy may be written on an occurrence or claims made basis.Contract 0A1194 Signature Page. Any Contractor submitting a response to this Solicitation of Work must submit a copy of its one-page contract signed by the State.Contractor Response to the Statement of Work and Requirements (Sections 1 through 4). These instructions describe the required format for a responsive submission. The Contractor may include any additional information it believes is relevant. The Contractor’s response submission must be submitted using the Microsoft Word? version of the SOW to provide an in-line response to the SOW. An identifiable tab sheet must precede each section of the Proposal. All pages, except pre-printed technical inserts, must be sequentially numbered. Any material deviation from the format outlined below may result in a rejection of the non-conforming Response. Contractor responses should use a consistent contrasting color (blue is suggested to contrast with the black text of this document) to provide their response to each requirement so that the Contractor response is readily distinguishable to the State. To aid Contractors in the creation of the most favorable depiction of their responses, alternative formats are acceptable that use typefaces, styles or shaded backgrounds, so long as the use of these formats are consistent throughout the Contractor’s response and readily distinguishable from the baseline SOW. Alterations to the State provided baseline SOW language is strictly prohibited. The State will electronically compare Contractor responses to the baseline SOW and deviations or alterations to the State’s SOW requirements may result in a rejection of the Contractor’s response. Cost Summary Solicitation of Work. The Contractor’s total cost for the Project must be represented as the Not-To-Exceed Fixed Price. The State will not be liable for any costs incurred by any Contractor in responding to this SOW, even if the State does not award a contract through this process. The State may decide not to award a contract at the State’s discretion. The State may reject late responses regardless of the cause for the delay. The State may also reject any response that it believes is not in its interest to accept and may decide not to do business with any of the Contractors responding to this SOW.Due Dates. All Solicitation of Works are due by 1:00 pm on June 30, 2017. Any Solicitation of Work received after the required time and date specified for receipt shall be considered late and non-responsive. Any late Solicitations of Work will not be evaluated for award. 5.2 Additional RequirementsPre-Qualified Contractors Experience Requirements:Each proposal must include a brief executive summary of the services the Pre-Qualified Contractor proposes to provide and one representative sample of previously completed projects as it relates to this proposal (e.g. detailed requirements documents, analysis);Each proposal must describe the Pre-Qualified Contractor’s experience, capability, and capacity to provide Project Management and optional Solicitation Assistance. Provide specific detailed information demonstrating experience similar in nature to the type of work described in this SOW for each of the resources identified in Section 5.2.Mandatory Requirements: The Pre-Qualified Contractor must possess the following: The prime Contractor, is prequalified under RFP 0A1194Assumptions: The Pre-Qualified Contractor must list all assumptions the Pre-Qualified Contractor made in preparing the Proposal. If any assumption is unacceptable to the State, the State may at its sole discretion request that the Pre-Qualified Contractor remove the assumption or choose to reject the Proposal. No assumptions may be included regarding the outcomes of negotiation, terms and conditions, or requirements. Assumptions should be provided as part of the Pre-Qualified Contractor response as a stand-alone response section that is inclusive of all assumptions with reference(s) to the section(s) of the SOW that the assumption is applicable to. The Pre-Qualified Contractor should not include assumptions elsewhere in their response.Contingency Plan A contingency plan that shows the ability to add more staff with the appropriate subject matter expertise if needed to ensure meeting the Project’s due date(s).Cost Summary Solicitation of WorkContractors must submit a firm, fixed price proposal in the following format.Quoted Resource Rates must not exceed the Contracted Rate Card Rates under Contract 0A1194 Contractors may discount from rate card rates in consideration of the hour commitment by the State. All hours presented to the State for invoicing must include State authorized and signed timesheets.ResourceRole/TitleFY18 HoursResource RateTotal Cost[Resource Name]XSection 6: SOW Evaluation CriteriaOfferor Scored CriteriaWeightDoes Not MeetMeetsExceedsThe prime Contractor, is contracted under RFP 0A1194RejectedFirm’s understanding of the work and provided work samples that illustrate this understanding and demonstration of ability to perform the work required.20057Quality of Proposed candidate to perform the work, experience and certification and education factors.40057Contractor’s proposed cost, as a firm fixed price not to exceed.40057Criteria PercentageTechnical Proposal 60%Cost Summary 40%To ensure the scoring ratio is maintained, the State will use the following formulas to adjust the points awarded to each Contractor.The Contractor with the highest point total for the Technical Proposal will receive 600 points. The remaining Contractors will receive a percentage of the maximum points available based upon the following formula:Technical Proposal Points = (Contractor’s Technical Proposal Points/Highest Number of Technical Proposal Points Obtained) x 600The Contractor with the lowest proposed total cost for evaluation purposes will receive 400 points. The remaining Contractors will receive a percentage of the maximum cost points available based upon the following formula:Cost Summary Points = (Lowest Total Cost for Evaluation Purposes/Contractor’s Total Cost for Evaluation Purposes) x 400Total Points Score: The total points score is calculated using the following formula:Total Points = Technical Proposal Points + Cost Summary PointsSection 7: SOW Evaluation ProcessClarifications and Corrections. During the evaluation process, the State may request clarifications from any Contractor under active consideration. It also may give any Contractor the opportunity to correct defects in its Solicitation of Work. The State will allow corrections only if they do not result in an unfair advantage for the Contractor and it is in the State’s best interest.Requirements. This SOW asks for responses from pre-qualified Contractors. While each criterion represents only a part of the total basis for a decision to award the contract to a Contractor, a failure by a Contractor to make a required submission or meet a requirement will normally result in a rejection of that Contractor's response. The value assigned to each criterion is only a value used to determine which response is the most advantageous to the State in relation to the other SOWs that the State received. It is not a basis for determining the importance of meeting any requirement to participate in the SOW process.The evaluation process may consist of up to three distinct phases:The procurement representative's initial review of all SOWs for defects;The evaluation committee's evaluation of the SOWs; andInterviews (optional).Initial Review. The procurement representative normally will reject any incomplete or incorrectly formatted SOW, though the procurement representative may elect to waive any defects or allow a Contractor to submit a correction. If a late SOW is rejected, the procurement representative will not open or evaluate the late SOW. The procurement representative will forward all timely, complete, and properly formatted SOWs to an evaluation committee, which the procurement representative will chair. Committee Review of the SOWs. The State’s review committee will evaluate and numerically score each SOW that the procurement representative has forwarded to it. The evaluation will result in a point total being calculated for each SOW. Those Contractors submitting the highest-rated SOWs may be scheduled for the next phase. The number of SOWs forwarded to the next phase will be within the committee's discretion, but regardless of the number of SOWs selected for the next phase, they will always be the highest rated SOWs from this phase. At any time during this phase, the State may ask a Contractor to correct, revise, or clarify any portions of its SOW. The State will document all major decisions in writing and make these a part of the file along with the evaluation results for each SOW considered. Once the technical merits of a SOW are considered, the costs of that SOW will be considered. The State may also consider costs before evaluating the technical merits of the SOWs by doing an initial review of costs to determine if any SOWs should be rejected because of excessive cost. The State may reconsider the excessiveness of any SOW's cost at any time in the evaluation process.Interviews. The State may require top-ranking candidates to interview with the State. Such interviews provide the State an opportunity to test and probe the professionalism, qualifications, skills and work knowledge of the top ranking proposals. The interviews will be scheduled at the discretion of the State. At its own expense, the Contractor must make its proposed team available on-site within five (5) working days following the State’s notification. Changing Candidates. The major criterion on which the State bases the award of the Contract is the quality of the Contractor's candidate(s). Changing personnel after the award may be a basis for termination of the Contract. Work Award Process. It is the State’s intention to award work under the scope of this SOW and as based on the SOW Calendar of Events schedule, so long as doing so is in the State’s best interests and the State has not otherwise changed the award date. Any award decision by the State under this SOW is final. After the State makes its decision under this SOW, all Contractors will be notified in writing of the final evaluation and determination as to their responses.Section 8: SOW Calendar of EventsFirm DatesSOW Distribution to ContractorsJune 15, 2017Inquiry Period BeginsJune 15, 2017Inquiry Period EndsJune 28, 2017Proposal Response Due DateJuly 7, 2017 at 5:00 PMLocation of submission:Dept of DevelopmentAttn: Christopher BowsherEnterprise Solutions Manager Office of Information Technology 77 South High Street, FL 27Columbus,?Ohio?43215? All times listed are local time for Columbus, OHSection 9: Inquiry ProcessPre-Qualified Contractors may make inquiries regarding this Solicitation anytime during the inquiry period listed in the Calendar of Events. To make an inquiry, Pre-Qualified Contractors must use the following process:Access the State’s Procurement Website at ; From the Quick Links menu on the right, select “Bid Opportunities Search”; In the “Document/Bid Number“ field, enter the SOW number found on the first page of this SOW (SFDEV-18-00-001)Select “IFP” from the Opportunity Type dropdown; Click the “Search” button; On the Opportunity Search Results page, click on the hyperlinked Bid Number;On the Opportunity Details page, click the “Submit Inquiry” button; On the document inquiry page, complete the required “Personal Information” section by providing: First and last name of the prospective offeror’s representative who is responsible for the inquiry, Name of the prospective offeror, Representative’s business phone number, and Representative’s email address; Type the inquiry in the space provided including: A reference to the relevant part of this SOW The heading for the provision under question, and The page number of the SOW where the provision can be found; and Enter the Confirmation Number at the bottom of the pageClick the “Submit” button. A Pre-Qualified Contractor submitting an inquiry will receive an acknowledgement that the State has received the inquiry as well as an email acknowledging receipt. The Pre-Qualified Contractor will not receive a personalized response to the question nor notification when the State has answered the question.Pre-Qualified Contractors may view inquiries and responses on the State’s Procurement Website by using the “Bid Opportunities Search” feature described above and by clicking the “View Q & A” button on the document information page.The State usually responds to all inquiries within three business days of receipt, excluding weekends and State holidays. But the State will not respond to any inquiries received after 8:00 a.m. on the inquiry end date.The State does not consider questions asked during the inquiry period through the inquiry process as exceptions to the terms and conditions of this SOW.Section 10: Notice about Submissions Proprietary informationAll Proposal Responses and other material submitted will become the property of the State and may be returned only at the State's option. Proprietary information should not be included in a Proposal Response or supporting materials because the State will have the right to use any materials or ideas submitted in any quotation without compensation to the Pre-Qualified Contractor. Additionally, all Proposal Response submissions will be open to the public after the contract has been awarded.The State may reject any Proposal if the Pre-Qualified Contractor takes exception to the terms and conditions of the Contract.Waiver of Defects The State has the right to waive any defects in any quotation or in the submission process followed by a Pre-Qualified Contractor. But the State will only do so if it believes that is in the State's interest and will not cause any material unfairness to other Pre-Qualified Contractors.Rejection of Submissions The State may reject any submissions that is not in the required format, does not address all the requirements of this SOW Solicitation, or that the State believes is excessive in price or otherwise not in its interest to consider or to accept. The State will reject any responses from companies not pre-qualified in the Technology Category associated with this SOW Solicitation. In addition, the State may cancel this SOW Solicitation, reject all the submissions, and seek to do the work through a new SOW Solicitation or other means.Section 11: Limitation of LiabilityIdentification of Limitation of Liability applicable to the specific SOW Solicitation. Unless otherwise stated in this section of the SOW Solicitation, the Limitation of Liability will be as contracted in Attachment Four, Part Four of the Contract General Terms and Conditions of Contract 0A1194.Section 12: Insurance TermsIn addition to the Insurance requirements contained in 0A1194, the Contractor must also provide cyber liability and intellectual property infringement liability insurance of not less than $5,000,000 per occurrence and $10,000,000 in the aggregate for liability for financial loss resulting or arising from acts, errors, and omissions in connection with the Services provided under this Contract, including but not limited to:Breaches of security or privacy;Data theft, damage, destruction, or corruption, including without limitation, unauthorized access, unauthorized use, identity theft, theft of personally identifiable information or confidential corporate information, transmission of a computer virus or other type of malicious code;Participation in a denial of service attack on a third party;Violation or infringement of any right of privacy, breach of federal, state, or foreign security or privacy laws or regulations;Intellectual property infringement arising out of software or content (excluding patent and copyright infringement and misappropriation of trade secrets;Technology errors and omissions;Business interruption;Cyber extortion; andInvestigation, notification, and related credit monitoring costs from any of the above. Attachment 1:Statement of Work and RequirementsTable of Contents TOC \o "1-2" \h \z \u 1.Business Background and Overview…………………………………………………………….121.1.Background and Introduction………………………………………………………………..121.2.Salesforce Center of Excellence Foundational Concepts………………………………..132.Work Requirements………………………………………………………………………………....142.1.Establish a Statewide Salesforce Center of Excellence………………………………….142.2.Establish State Salesforce Best Practices and Repositories…………………………....152.3.Inventory and Create a Central Repository of Documentation Pertaining to the State’s Salesforce Application Footprint………………………………………………………………….....152.4.Establish and Lead Initial Salesforce User Group Sessions………………………….…162.5.Design a Salesforce Training Regimen for State Employees and Workers…………...163.Salesforce Architect Candidate Requirements……………………………………………......184.Development Requirements and State Development Accelerators…………………….…. PAGEREF _Toc483291496 \h 194.1.Existing eLicense, Salesforce, Apex, Middleware and State Services Catalog…….… PAGEREF _Toc483291497 \h 194.2.State Salesforce / eLicensing Standards and Design Guide………………………….... PAGEREF _Toc483291498 \h 19Business Background and OverviewBackground and IntroductionPurpose of the Solicitation of Work Departments of Administrative Services (DAS), Office of Information Technology (OIT) and a variety of state agencies maintain a variety of systems based upon , Salesforce AppExchange applications, 3rd party developed code, State software and infrastructure assets. DAS/OIT is collaborating with the Ohio Development Services Agency to establish a Salesforce Center of Excellence for the State.These systems are under various stages of development, but a summary of notable systems follows:ApplicationDescriptionStage of DevelopmentEnterprise eLicense (eLicense)The management and administration of applications, renewals, enforcement and inspections of a variety of professional and operating licenses for the State’s 120+ agencies, boards and commissions. Phases to Date: ProductionAdditional phases under development through summer 2019.Medical Marijuana Industry LicensingThe licensing of industry participants (cultivators, laboratories, processors and dispensaries) for Ohio’s Medical Marijuana Program.Open RFP, deployment in late 2017Ohio Child Licensing and Quality System (OCLQS)Licensing and Step Up to Quality (SUTQ) operations and administration. It is used by the Ohio Department of Job and Family Services (ODJFS), county agencies and Ohio Department of Education (ODE) staff. Production as of January 2017Ohio Business GatewayOBG is an online destination where 500,000 - 600,000 business users submit transactions and payments for 23 different service areas. In calendar year 2014, $9.1B in state and municipal revenue flowed through the OBG via approximately 3.7M transactions. The Ohio Department of Taxation accounts for $8.5B of the total revenue flowing through the OBG. There are currently eight state agencies operating on the OBG (“agency” also includes a composite of 500+ local municipalities).Release 1: October 2017 (Scheduled) through Contract conclusion based on State need. Release 2: September 2018 (Scheduled) through Contract conclusion based on State need.Ohio Enterprise Grants ManagementThe federal grants management processes employed by agencies within the State of Ohio involve over 700 employees and are antiquated, inefficient and ineffective. There are 22 state agencies receiving and distributing approximately $25B in federal grant funds annually. These agencies employ 57 different software systems and technology tools. In most cases, these are standalone systems not integrated with the State’s ERP financial system.Release 1: December 2017 (Scheduled) through Contract conclusion based on State need. Release 2: July 2018 (Scheduled) through Contract conclusion based on State needDevelopment Services Agency (DSA)DSA is using Salesforce as an Enterprise Tracking System for 157 varied economic development programs (loans, grants, tax incentives, bonds, etc.). As of May of 2015, the system managed 6,493 active awards to Ohio businesses and communities valued at $6.48B. This system serves as a reporting warehouse, document retention system, and communications platform for the agency and its partners (Small Business Development Centers, Minority Business Assistance Centers, etc.).In Production since May 2015Multiple Agency Applications under Development or PlanningTo be determined as part of the workTo be determined as part of the workThis position (single resource) is to assist the State in the establishment of a Salesforce “Center of Excellence” that will be responsible for a variety of work activities and deliverables associated with unifying, to the extent possible: development and naming standards; coding, integration and data interface/exchange techniques; code control, sharing and management; and establishing state standards for ongoing commissioning, development, deployment and management of state Salesforce-based applications.Additionally, this role will design and establish a state worker “community of interest” as an employee-led group in state agencies that come together to discuss, collaborate and share on large-scale concepts, granular ideas, tools, and solutions pertaining to a specific platform or business initiative within an agency or for the State as a whole.Salesforce Center of Excellence Foundational ConceptsThe State has several foundational concepts that have been developed to guide the overall use of the Salesforce platform across the State and shape the desired delivery model to serve the State and its constituencies and partners. The following table outlines these foundational concepts:Foundational Concept Overview and Details Create accurate and timely reportingThe State of Ohio is a complex set of agencies with a correspondingly complex set of requirements that will be placed on applications that rely upon Salesforce. The mandated need for accurate, timely processing and reporting requires that the system be managed and controlled effectively at an enterprise level. Communicate clearly across customersIt is important to recognize that the Enterprise Salesforce applications comprise more than just the DAS/OIT organization. It also includes the key business organizations from the State’s agencies collectively responsible for ensuring overall success in the design, delivery and operation of applications based on the Salesforce platform. Retain/develop knowledge capitalThere is a strong desire and keen focus to drive and retain knowledge capital within the State, specifically in areas that drive strategic value. This guiding philosophy must be weighed against any risks that prevent the State from fulfilling its mission.Leverage current Salesforce platform/investmentWhile steady-state stability is a necessity, the current Salesforce platform and agency applications will be leveraged and expanded in perpetuity to meet the State’s evolving needs (e.g., application consolidation, business intelligence) and to maximize the State’s return on its Salesforce investments.Enable service delivery to meet the needs of StateSalesforce must enable service delivery excellence in support of current and future State agency needs. Salesforce and State applications based on it (and by extension the support organization inclusive of the Contractor) should be viewed as an enabler of change, as opposed to an inhibitor.Fiscal responsibilityOn-going investment in the Salesforce program must provide tangible value of the highest marginal benefit to system users and the citizens of the State. The State requires Contractors to share their capabilities and ability to perform services in a manner consistent with these concepts.Work RequirementsThis position is for one (1) Full-Time Resource for State Fiscal Year 2018, commencing July 1, 2017 and concluding June 30, 2018 for not more than one thousand, nine hundred and eighty (1,980) hours. All work must be performed on State premises unless otherwise agreed with the State. Reporting StructureThis Position will report to the DSA Facilitator on a day-to-day basis and interact with the DSA and State CIO on an as required basis.Establish a Statewide Salesforce Center of ExcellenceThe Contractor will collaborate with the State and utilize Salesforce, industry and other best practices to design, and establish a Center of Excellence for the State as follows:Establish an employee-led group that come together to discuss and collaborate on large-scale concepts, granular ideas, tools, and solutions pertaining to a specific platform or business initiatives; Develop and implement a mission, charter statement and operating protocols that focus on creating, developing, and promoting proven practices and ideas that will help streamline processes across Salesforce development projects statewide and improve the quality of both worker and customer experiences; Create a virtual organization that supports the State in enhancing the value of Salesforce investments by providing better access to subject matter experts across the State; andEstablish a development support network to share experiences, common code, development templates, standards and procedures that result in reusable, high quality and repeatable implementation (or implementation elements) for common use across the State wherever possible.As part of the work, the Contractor will establish membership criterion, meeting cadence and agenda, discussion topics, inclusion of State and non-State speakers (e.g., success stories, salesforce “better practices”, roadmaps and general awareness elements.Establish State Salesforce Best Practices and RepositoriesGiven the scope, breadth and velocity of Salesforce-based development projects, the State believes that it is essential to adopt a “platform approach” to Salesforce where common code, development strategies, methodologies, design factors, integration methods, reports and conversions etc are shared across the State to the greatest extent possible to minimize cost, development risk and maximize code quality and inevitably the outcomes associated with agency projects based on Salesforce. As part of the work, the Contractor will create (as deliverables) “Ohio Best Practices” for the State of Ohio, including (at a minimum):Salesforce Operating Model Setup - End to end setup of an entire Salesforce solution, from project intake to project closeout and transition to project support.Environment Management Best Practices - A reference document that is leveraged by the Center of Excellence to establish best practices for environments, including establishing environments, and refresh processes.Enterprise Salesforce Collaboration - A reference document and creation of services to establish standard methods by which the project team can collaborate with their various support, OIT and UIS support teams, as well as any other relevant project teams.Coding Standards Coding standards that developers (both internal and 3rd party project employees) should follow.Solution Accelerator Library a reference of projects and their existing capabilities that can be used to build solutions.Shared Solution Development (e.g., User Provisioning, Deployment) Solutions developed by the Center of Excellence for the greater good of the State’s Salesforce platform.Inventory and Create a Central Repository of Documentation Pertaining to the State’s Salesforce Application FootprintThe State seeks to identify, inventory and centralize all common methods and standards pertaining to common development of Salesforce based systems in the State and seeks to drive synergies through:Establishment and operationalizing development methodologies, standards, coding/naming conventions and other factors pertaining to Salesforce development;Reuse of code, integration frameworks, middleware/ESB elements, reports, operational elements (e.g., backup/restore, data replication), common “gateway” type functions such as ACH/credit card processing, identity validation, user/password management, security profiles and the like; Identify all 3rd party AppExchange titles in use by the State, including licensing levels and limitations, suggested/required use and a policy for introducing new AppExchange titles to State agencies in a manner as to maximize reuse and commonality and minimize cost and unnecessary dispersion of such titles;Common methods to establish linkages to broader enterprise standards such as Portal/User Experience (Ux), mobility, identity and access management (IAM) as well as web style guides, Ohio branding and other elements as to ensure that all Salesforce application development follows existing and evolving State standards and conventions.Therefore, the Contractor as part of the work will:Work with State identified large agency development teams and DAS/OIT to identify all existing standards, reusable templates, code repositories and Salesforce development objects and create a master compendium of all such elements and establish a central “catalog” of all such elements available to the State enterprise for development purposes;Develop and establish coding standards and reuse policies that inform and guide all Salesforce-based project development;Work with the State to establish a central code repository in a State identified version management tool (e.g., git, Microsoft TFS or similar) for the State to centrally administer and manage to promote liberal code and method sharing across the State;Support the State in driving existing projects under development to deposit (generally coincident with system releases) all code associated with a system, release or iteration into this central repository; andVia the Salesforce User Group, establish awareness and understanding of the State Salesforce development community via presentations at State user group sessions and to large agencies contemplating significant Salesforce development projects.Establish and Lead Initial Salesforce User Group SessionsThe Contractor will support the State in the visioning and establishment of a Statewide Salesforce User Group and function as an active participant in the Salesforce user group’s creation and initial meetings. As part of the work the Contractor will: Work with the group to establish a monthly agenda;Encourage participation and collaboration;Identify within the State (e.g., project teams and leaders) and outside of the State (Salesforce and other industry leaders) speakers, relevant topics for User Group meetings and presentations; and Use these sessions to promote sharing, assistance, standards and high quality / high value Salesforce projects – for those projects that lend themselves to Salesforce – in such a manner to reduce implementation risk and cost and increase outcomes in high quality systems for the State.Design a Salesforce Training Regimen for State Employees and WorkersThe Contractor will collaborate with the State to develop a Salesforce Training regimen designed to assist State workers (within the budgets and priorities of individual agencies) in developing “awareness”, basic skills, proficiency and expertise in Salesforce development and management practices. As part of the work, the Contractor will:Work with State agencies for training needs based on their actual or committed Salesforce project and operations profile;Work on workforce transformation planning, helping Ohio upgrade its employee workforce for Salesforce application development; andDevelop awareness/understanding briefings for State workers (i.e., non-employees) to pursue Salesforce training (based on State vendor firm investment) as to better support the State within Salesforce projects or support areas.this space intentionally left blankSalesforce Architect Candidate RequirementsContractors, as part of their response, will propose candidate(s) that can meet the following requirements. Contractors may propose multiple candidates, but are advised by the State that this solicitation is for one (1) position. The State may select the best candidate under the Evaluation Criteria contained elsewhere in this solicitation. Must have the Salesforce Solution or Technical Architect certification.Must be onsite at the State of Ohio, 40 hours a weekA Technical Architect focused on building necessary technical deliverables of the Center of Excellence and leading the overall technical deliverable work stream as contained in Sections 1 and 2 of this Statement of Work. The proposed candidate has 5+ years of consulting and Salesforce project implementation experience, in addition to 5+ years of technical architecture and software development expertise on the Salesforce platform.Function as the Technical Team Lead for the State’s Salesforce Center of Excellence.Author the technical documents for the Center of Excellence best practices and conduct technical training exercises with client resources.Contractors, as part of their proposal, will include the following elements:Proposed Candidate inclusive of 1-3 page biographical resumes for all team members proposed for State consideration as applicable to perform and complete the work. Acknowledgement and demonstrated understanding and ability to perform the Work as evidenced by sample deliverables, deliverable fragments and other Contractor developed materials that represent the abilities of the proposed candidate. Contractors may redact confidential client information in including such materials as part of their response. this space intentionally left blankDevelopment Requirements and State Development AcceleratorsThe State has developed several “Development Accelerators” that are commonly utilized within the State’s eLicense platform that (in general):Provide Common User Interface/Experience Elements including:Customer Correspondence Calendar and Scheduling Mobile Device Support User Assistance, Help, FAQ and User Knowledgebase Branding, Look & Feel Content, Versioning and Presentation Management Salesforce Platform Setup, Administration and Common/Standard FunctionsSalesforce User and Activity ReportingUser Preference Management and Accessibility User Error Detection and AssistanceState Customer Service Representative (CSR) Enabling Provide Enterprise access to State Services including:ACH/Check Card InterfacesCredit/Debit Card InterfacesIdentity/Access ManagementMiddleware Integration (MuleSoft or State ESB)Existing eLicense, Salesforce, Apex, Middleware and State Services CatalogThe Contractor, wherever possible, must utilize existing eLicense Catalog Elements as to maintain compatibility with existing methods, reuse existing methods to help minimize risk and delivery delays and contribute to the overall State’s eLicense Services Catalog for those methods specific to the Medical Marijuana License space as well as those elements that may be of use to the State in other licensing endeavors.State Salesforce / eLicensing Standards and Design GuideThe Contractor, wherever possible, must utilize and follow the existing eLicense / Salesforce Standards as to maintain compatibility with existing standards, reuse existing standards to help minimize risk and delivery delays and contribute to the overall State’s eLicense standards for those elements specific to the Medical Marijuana License space as well as those elements that may be of use to the State in other licensing endeavors.State Salesforce / eLicensing Standards Documents (embedded ZIP) containing:Existing eLicense Frameworks (PDF)State of Ohio eLicense RICEFW Library (XLS)Salesforce Development and Naming Guidelines (PDF)Salesforce Development Standards (PDF) ................
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