REQUEST FOR PROPOSAL - Seattle

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|City of Seattle |

|Department of Information Technology |

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|Request for Proposals #DIT 160032 |

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|IT Services Management (ITSM) Project |

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|Consultant Services for HEAT SaaS Tool Implementation |

1. Schedule. The following is the estimated schedule of events. The City of Seattle (“City”) reserves the right to modify this schedule at its discretion. Changes will be posted on the City’s website

|RFP Release |March 15, 2016 |

|Mandatory Pre-Proposal Conference |Date: March 24, 2016 |

| |Time: 2:00 p.m. to 3:00 p.m. |

|NOTE: The City will reject any proposal submitted by a |By in person attendance at: |

|Consultant who did not attend the Pre-Proposal Conference | |

| |700 5th AVE Room #4070 |

| |Seattle, WA 98104 |

| | |

| |-OR- |

| | |

| |By teleconference (see instructions on page 2 of |

| |this document*) |

|Deadline for Proposer Questions |March 28, 2016 |

|Deadline for City Answers |March 29, 2016 |

|Written Proposals Due to the City |April 8, 2016 2:00 p.m. |

|Announcement of Finalist Proposers |April 20, 2016 |

|Reference Information Due from Finalists |April 25, 2016 |

|Reference Checks conducted by City |April 25, 2016 – April 27, 2016 |

|Interviews of Finalist Proposers |April 25, 2016 – April 27, 2016 |

|Announcement of Successful Proposer |April 29, 2016 |

|Negotiation of Agreement |May, 2016 dates TBD |

|Contract Execution by Consultant |May 24, 2016 |

|Contract Execution by City |May 26, 2016 |

|Commence Services |June 1, 2016 |

*To join the Pre-Proposal Conference by telephone only:

Call-in toll-free number (US/Canada): 1-844-386-1200

Call-in toll number (US/Canada): 206-386-1200

Conference ID: 7956239

2.0 City Contact.

Jeremy Doane, IT Contracting Strategic Advisor

jeremy.doane@

206-684-5962

Unless authorized by the IT Contracting Strategic Advisor, no other City official or employee may speak for the City regarding this solicitation until the award decisions are complete. Any Proposer seeking information, clarification or interpretations from any other City official or City employee uses such information at the Proposer’s own risk. The City is not bound by such information. Following the Proposal submittal deadline, Proposers shall continue to direct communications only to the IT Contracting Strategic Advisor.

3.0 Purpose. The purpose of this RFP is to enter into a firm fixed price agreement with a Consultant for Implementation of the HEAT SaaS Tool.

A successful Consultant shall have experience in implementing the HEAT SaaS Tool. Proposals from Consultants who do not have experience in implementing the HEAT SaaS Tool will be rejected. A member of the Consultant’s team shall be certified as a HEAT SaaS Implementer.

The successful Consultant shall provide services to implement a complete operational, integration ITSM system based on best practices of IT. At a high-level description, the Consultant’s services include:

a) Project Management and Coordination

b) Migration off of the City’s current HEAT Classic implementation

c) Migration off of the existing citywide change management system

d) Process design and deployment of ITIL-based processes

e) Configuration, testing and stabilization

f) Implementation of the HEAT SaaS tool

f) Training support for the IT staff and end-user departments

g) Knowledge Transfer of ongoing support requirements to designated IT support staff

For the scope of this RFP, the Consultant’s scope does not include support integration of the HEAT SaaS solution with other Seattle IT legacy solutions.

4.0 Period of Performance. It is estimated that services will commence by June 1, 2016 and be completed by December 31, 2017.

5.0 Introduction and Background.

The City of Seattle is comprised of approximately 35 departments and 11,000 employees. The City’s information technology functions are currently being consolidated and transformed into one department, “Seattle Information Technology.” Seattle IT will be in effect as of April 6, 2016 and will consist of approximately 650 employees. The City’s Chief Technology Officer is responsible for leadership, day-to-day operations and service delivery. The CTO reports to the Mayor.

Seattle IT desires to improve service delivery, and one of the major improvements will be new Information Technology Services Management (ITSM) capabilities. The current ITSM tool that has been used over the past 10 years is HEAT Classic v9.5.

The City recently purchased the HEAT SaaS Tool for its new ITSM. The remotely hosted HEAT SaaS solution was selected through a formal RFP process which solicited proposals from leading suppliers in the ITSM Software market segment.

The City’s ITSM project will enable the process improvement benefits of the HEAT SaaS solution, including, but not limited to an end-user portal, service catalog, asset inventory, configuration management database, request, incident, problem, change, and knowledge management functions.

Seattle IT Department invites interested ITSM Consultant to submit proposals for a HEAT - Software as a Service (SaaS) Implementation Project which includes the configuration and deployment of a remotely hosted HEAT SaaS tool.

Specifically, Seattle IT seeks proposals from experienced Consultants who will support Seattle IT’s strategic technology goals of integrating a HEAT SaaS solution into the enterprise. The result will support and enable the many benefits available from the ITSM tool. These benefits include implementing an end-user self-service portal, improved automated workflows; integration with other Seattle IT data sources such as SCCM, Solar Winds, HR Systems and Active Directory; deploying IT Infrastructure Library 2011 Version 3 (ITILv3) based processes and implementing enhanced service reporting capability.

Seattle IT seeks an experienced Consultant who can provide an effective and carefully structured project to implement the HEAT SaaS tool. In this context, implementation refers to all efforts required to provide a complete and functioning system as well as preparing Seattle IT and the departments using its services to use the new software effectively. This includes the full range of project management activities including project planning and management, conducting configuration and requirements workshops; leading detailed process and workflow design; system interface development; software integration, testing, training, conversion assistance, end user and technical documentation, change management, knowledge transfer and post-implementation support.

6.0 Scope and Timeframe

6.1 Modules and Timeframe

The Consultant will implement multiple ITIL modules for the HEAT SaaS ITSM tool through 31-DEC-2017. By the end of 2016, the City expects to be off of the legacy on premise HEAT Classic system and its in-house Citywide Change Management System.

The following HEAT ITIL modules are expected to go live by 31-DEC-2016:

• Service Catalog and Self Service Portal

• Service Asset & Configuration Management (as needed to support incident and request management and including personal devices (i.e. desktops, laptops, phones))

• Request Fulfilment

• Incident Management

These additional ITIL modules are expected to be deployed by 31-DEC-2017:

• Change Management (Citywide – Q1 2017)

• Access Management

• Asset Management (for non-shared services, i.e., laptops)

• Change Management (departmental)

• Service Asset & Configuration Management (full implementation)

• Knowledge Management

• Problem Management

• Release and Deployment Management

• Service Level Management

6.2 Interfaces

The Consultant will implement the following interfaces.

Table 1 - Required Interfaces

|Integrator / Application Name |Direction |Interface Description |

|Active Directory |Inbound |Retrieve people data such as first name, last name, alias (network ID),|

| | |email address, manager, location, title, phone number, Employee Number,|

| | |Org Unit, Direct Reports, Lync SIP Address, UPN and department. |

|Panduit (Data Center Infrastructure |Inbound |Retrieve system specifications from any racked hardware in the primary |

|Management / DCIM) | |and secondary data centers including device name, CPU, memory, disk, IP|

| | |addresses, ports, rack position, serial number and customer entered |

| | |fields such as asset tracking number, device owner, department and |

| | |supported applications. |

|HRIS (HR System) |Inbound |Retrieve employee profile information. |

|ITFM (IT Financial Management) |In/Outbound |Provide access to the financial system for Service Catalog information.|

| | |Feed the financial system with actual time and labor on completing a |

| | |ticket/task |

|Pinnacle (Telephone Management System Oracle|In/Outbound | |

|DB) | |Retrieve subscriber information on telephone services including name, |

| | |phone#, location, moving history. Submit phone service order requests |

| | |and receive status on service order fulfilment. |

|QRadar (Security Information and Event |In/Outbound |Able to receive incident alert for creating an incident ticket. Send |

|Management / SIEM) | |notification back on ticket closing. |

|System Center Configuration Manager / SCCM |Inbound |Retrieve specifications on active PCs (desktops / laptops), including |

| | |make, model, CPU, memory, assignee and installed software – O/S and |

| | |applications Primary User, client health, asset tag,/computer name, |

| | |free disk space, last logged on user, collection membership. |

|Summit (Finance System on PeopleSoft) |Inbound |Retrieve PO and asset related information for financial management. |

|vCenter |Inbound |Retrieve specifications on VMWare Virtual Machines (VMs) including |

| | |server name, allocated capacity (CPU, memory and disk) and customer |

| | |entered fields such as Primary System Owner, Assigned Department and |

| | |Application(s). |

6.3 Data Conversion

The Consultant will migrate the data indicated in the following table.

Table 2 – Data Conversion/Migration

|Source System |Data Category |Data Elements |

|HEAT Classic |Requests, Incidents and Knowledge|Export HEAT Classic data on requests, incidents and knowledge into an |

| | |accessible SQL Server database for historical reports. |

7.0 Current Environment Overview: The following sections provide a high-level environment overview of the major system components that will be impacted by this integration work.

7.1 Current System Overview

7.1.1 HEAT Classic Service & Support System

• Details

o Version 9.5.0 Build 43

o BPAM

o Knowledge Sync

o 150 concurrent licenses

o On average there are 120 licenses in use

• Modules

o Call Logging

o Alert Monitor

o Administration

o HPK

• Operational statistics

o # of  quick tickets ≈ 250

o # of Auto-tasks ≈ 150

o # of assignment groups (support teams) ≈ 350

o # of active trackers ≈ 425

o # of tickets created per year ≈ 100,000

o # of calls received per day ≈ 400

The City plans to start fresh in terms of both system configuration and data requirements for the new SaaS solution and thus it is not the City’s intention to bring over current table structures, content or interfaces from HEAT Classic. The only exception to this might be for some customer configuration data. The City does not expect to use quick tickets or auto tasks as they are configured today but plan on consolidating duplicative process workflows adhering to the ITIL framework as much as possible. For the most part current workflows do not include approvals or automatic escalations but this will be something the City will utilize extensively in the new SaaS tool.

7.1.2 Citywide Change Management System

The Citywide Change Management System is used for changes with citywide impact, those affecting multiple departments or changes that have a compliance/regulatory impact. Additionally, departments such as the current Department of IT (DoIT) and Seattle Public Utilities (SPU) use the Change Management System for internal changes impacting their own departments. There are 331 active Citywide Change Management System users from multiple departments, with the majority in the IT Department, Seattle City Light and Seattle Public Utilities. During 2015, Change Management System users submitted 2,032 Requests for Changes (RFCs) across 66 implementation teams for 46 separate departments.

Change Management System is a three-tier system with the following components:

• Security:

o Contacts an in-house application (SQL 2012 and WS 2012) to verify user access and roles granted

o Called each time a user navigates to Change Management System or the user’s session times out

o Uses Active Directory to validate user accounts

• Front-end:

o Uses Visual Basic .NET with HTML 5 on WS 2008

o Provides access based on roles granted in the Security component

o Presents forms based on roles:

▪ Create, read, edit, delete and search changes

▪ Forward Schedule of Change calendar

▪ Announcements and Freeze information

▪ Administrator section to manage implementation teams, change statuses, affected departments and Change Advisory Boards

▪ Access to a Reporting site (currently on Business Objects / Crystal Reports and migrating to SQL Server Reporting Services)

• Database Back-end:

o SQL 2012 on a WS 2012 Virtual Machine

o Auditing enabled to track changes

7.2 Current Computing Standards

The City infrastructure is primarily based on the Microsoft stack and uses VMware Virtual Machines (VMs) with WS 2012 R2. Databases should be SQL 2012 SP3 or later. Web components should be HTML 5 with minimal (if any) Java dependencies.

7.3 Current User Information

The current user environment consists of:

• 11,000 City employees

• 750 total IT positions

• 75 IT management positions

7.4 Process As-Is Assessment Summary

Process assessment summary performed in 2015:

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8.0 Statement of Work

The Consultant will collaborate with City staff to design, implement, test, train, deploy, and stabilize a complete operational, integrated ITSM system based on the best practices of ITIL.

The role of City staff is to provide subject matter expertise and participate in the project throughout the implementation process, relying on the Consultant’s experience and resources in implementing the system.

The Consultant shall provide the services and associated deliverables.

8.1 Project Management and Coordination

8.1.1 Deliverable: Baseline Detailed Project Plan

• Purpose: To establish a mutually agreed-upon project baseline before significant work occurs and to identify the specific tasks, budget estimates and resource levels necessary to provide timely delivery of the project.

• Content: A hierarchical work breakdown structure (WBS), including task dependencies, schedules, milestones and deliverables. The plan will provide the Consultant and Seattle IT resource assignments broken down to a sufficient level of detail to allow effective project control. The project work plan shall also include a detailed identification of key project performance indicators along with a method for tracking and reporting.

8.1.2 Deliverable: Project Status Reports

• Purpose: To provide clear, ongoing communications to the City’s project oversight group, project manager, and stakeholders concerning the status of the project.

• Content: A weekly report containing sufficiently detailed information to enable Seattle IT to determine the status of the project and any variance from the detailed project plan, schedule, or budget. The status report will include, at a minimum:

a) Technical status of the project including Deliverable status, configuration status, and forecasted Deliverable status for the next reporting period

b) Resource status for the project including staff utilization

c) Schedule status for the project including task status, milestones completed, phases completed, schedule trends, and schedule summary

d) Comparison of actual percent complete versus scheduled for the work breakdown structure

e) Issues, risks, and resource constraints which are effecting or could affect progress including the proposed or actual resolution

f) Proposed changes to the project work plan, reasons for the changes, and approval/disapproval determination for any proposed changes

g) Updated detailed project work plan with approved changes highlighted

8.2 Initial Solution Installation

8.2.1 Deliverable: Installation Certification

• Purpose: To certify the successful installation and accessibility of the licensed SaaS software in the HEAT hosted data center, and that the non-production, and production environments have been established and are functioning as necessary to support the implementation effort.

• Content: A signed document warranting and certifying:

a) that the licensed software has been installed and is accessible to the designated staff supporting the development, test and production environments

b) that the licensed software works as intended

c) that the installation has not degraded use of other Seattle ITs’ networks or computer systems

d) that user authentication information is correctly shared with Seattle IT’s network user authentication application

e) that licensed software can be accessed via the city network and can communicate with other Seattle IT network resources necessary for the full functioning of the licensed software.

The document will also summarize the components installed and describe the means used to verify the installation.

8.3 Business Process Design, Gap Analysis and Software Configuration

8.3.1 Deliverable: System Configuration, Implementation, and Documentation

• Purpose: To lead discussions with business stakeholders regarding business processes based on the out-of-the box functionality. The Consultant will provide documentation on how the system data and workflows are configured in the HEAT Software as a Service (SaaS) tool. The Consultant will also document the business process decisions for configuration of the implemented software modules. To identify gaps where the software cannot be configured to meet desired business processes and identify resolutions for those gaps, as well as to clearly communicate the final system configurations.

• Content: A document that effectively describes the entire system configuration, including any modification of the modules that have been implemented and the decisions made and the logic behind those decisions. The document will identify any specific business activities or system interfaces that cannot be automated or integrated with the licensed software, describe alternative solutions, identify related costs, schedule, and design impacts, recommend solutions and document decisions. The Consultant will lead workshops to redesign and document (using BPMN 2.0) the “to be” business processes to work to the greatest extent possible with the out-of-the box software configuration provided with the HEAT SaaS product. Gaps identified in the existing system or processes will be addressed using ITIL best practices in the design of changes to the out-of-box processes.

This Deliverable will confirm the shared understanding between Seattle IT and the Consultant of the requirements and the method by which they will be satisfied during the implementation of the licensed software. It must identify existing requirements that need to be revised or clarified for unambiguous interpretation and address additional requirements identified during work sessions with Seattle IT stakeholders.

8.3.2 Deliverable: Configured Software Ready for Test

• Purpose: To deliver a functioning set of the licensed software to Seattle IT configured for test in accordance with the system configuration reports. To certify that all non-production and production computer system environments are functioning as necessary to support the implementation effort.

• Content: The configured licensed software, installed on Seattle IT’s systems, including all workflows necessary to support Seattle IT business operations. Certification that the licensed software works as intended and is ready for user testing.

8.4 Interface Development

8.4.1 Deliverable: Interface Specifications

• Purpose: To document the specifications for system interfaces defined in the RFP and by mutual agreement between Seattle IT and the Consultant.

• Content: A document that defines the specifications for necessary interfaces at a sufficient level of detail to support development of the interfaces.

8.4.2 Deliverable: Development and Testing of Interfaces

• Purpose: To develop and deliver the real-time or near-real-time functionality that effectively connects the licensed software to the required interface programs.

• Content: Software code and/or configuration parameters to make the interfaces specified in the Interfaces specifications operational. Certification that the interfaces have been tested and are working in accordance with the associated specifications.

8.5 Testing

8.5.1 Deliverable: Test Plan and Script

• Purpose: To define the approach for testing of the licensed software and Interfaces.

• Content: A document that:

a) Defines the overall testing process, including unit, system, acceptance, field, and performance testing

b) Includes all necessary test scripts – these will be developed by the Consultant and must adhere to Seattle IT quality standards

c) Defines a mechanism for tracking test performance and completion

d) Defines procedures for managing the test environment, including change control

e) Defines procedures for assigning severity to problems encountered

f) Defines entrance and exit criteria for each round of testing

8.5.2 Deliverable: Tested Software

• Purpose: To ensure the software as configured is ready for business use. Seattle IT will conduct user acceptance testing.

• Content: Software certified as ready for use/user-acceptance testing. 

8.6 Product Training

8.6.1 Deliverable: Training Plan

• Purpose: To define the approach and schedule for end-user and technical systems operation/configuration training.

• Content: A document that:

a) Identifies the method(s) of proposed training delivery

b) Outlines the necessary classes and curriculum for each class

c) Provides a content outline to guide development of classroom materials

d) Identifies Seattle IT attendees and instructors

e) Provides a training schedule

f) Provides a mechanism for tracking completion of training

8.6.2 Deliverable: Training Materials

• Purpose: To provide Seattle IT with materials for each training session.

• Content: Content and materials for each class, tailored to Seattle IT’s configuration.

8.6.3 Deliverable: Training

• Purpose: To train Seattle IT “trainers” on system use and train technical staff on system administration and configuration of the licensed software.

• Content: The delivery of user and technical systems operation training in accord with the Training Plan.

8.7 Go-live Support and Warranty Support

8.7.1 Deliverable: Go-live and Warranty Support Plan

• Purpose: To define the steps necessary for a successful go-live and subsequent stabilization of the licensed software.

• Content: A detailed task plan, including a readiness checklist and resource assignments, to support cut-over to the licensed software into Production. The Plan should provide clearly defined go/no-go decision points. It will also include a warranty support plan that details the Consultant’s commitments to stabilization and the transition to full support by Seattle IT staff. Minimum of 2 week onsite support post production deployment.

8.7.2 Deliverable: Technical Operations Manual

• Purpose: To guide Seattle IT staff in the technical operation and maintenance of licensed software after implementation, including site-specific customizations and operational considerations.

• Content: An online Technical Operations Manual accessible through the Knowledge module that describes the procedures necessary to operate and maintain the licensed software after implementation, customized to Seattle IT’s configuration.

8.7.3 Deliverable: Business User Manual

• Purpose: To guide Seattle IT business staff with the use and ongoing configuration of the licensed software.

• Content: Online documentation accessible through the Knowledge module that supports Seattle IT’s use of the software and provides guidance to end users on the use of the processes and services available to them through the service catalog. Includes site-specific customizations and usage considerations.

8.8 Project Assumptions.

The City’s assumptions for this project are listed below. Note that these assumptions may change upon further analysis and/or upon the advice of the Consultant.

• The Consultant shall complete the Services within the time frames described in this RFP.

• The Consultant shall work within a Project Team led by the City’s Project Manager.

• The Consultant shall work with the City Project Manager to ensure the project is on time, on budget and being executed with quality.

• The Consultant shall dedicate a full time Project Manager. The Consultant will provide a full time project manager and will be responsible for full project management of the project. It is desirable that the Consultant’s Project Manager remain assigned to the role throughout the term of the Agreement.

• The Consultant shall be compensated on a firm fixed price basis.

• The Consultant shall assign an Account Representative who will serve as liaison between the City and the Consultant and who will be responsible for ensuring satisfactory performance.

• The Consultant shall adhere to City security procedures and protocols.

• The City will review submitted deliverables, provide requests for modifications and provide written acceptance as expeditiously as possible in order for the Consultant to meet the time frames.

• The City will generally inform the Consultant of other IT initiatives that may impact the Project but that are out-of-scope for the Consultant.

• The City will identify attendees and schedule all meetings.

• The City will furnish non-dedicated workstation space and access to other equipment and facilities the City determines are necessary for the Consultant to perform work on-site.

The City will provide information and resources as is reasonably available to it in support of the services.

9.0 Minimum Qualifications. A Proposer must meet or exceed the following minimum qualifications and will be asked to demonstrate these in its proposal. In the event the Proposer does not clearly demonstrate that it meets the minimum qualifications, the proposal shall be rejected.

9.1 The Consultant shall have at least two (2) successful implementations of the HEAT Software SaaS or On-Prem version 2015 solution with clients similar in size to the City of Seattle.

9.2 Proposed project manager has managed at least 2 software implementation projects of similar scope and complexity within the last five years.

9.3 Proposed project manager has managed at least one implementation project that involved HEAT Software version 2015 SaaS or On-Prem within the last two years.

9.4 The proposed project team includes a member that holds a current HEAT SaaS implementation certification.

10.0 Contract Modifications. The City has attached its contract terms with this solicitation. Questions about the City’s contract should be made prior to the end of the question period.

The City cannot modify provisions mandated by Federal, State or City law. These include, but are not limited to: Social Equity Requirements, Equal Benefits, Federal Debarment, Audit, Confidentiality, and City Debarment. Exceptions to those provisions will be summarily disregarded. The City cannot agree to any form of mutual indemnification.

Although the City may open discussions with the apparent successful Proposer to align the proposal or contract to best meet City needs, this does not ensure consideration or negotiation of modifications proposed by the Proposer.

11.0 Solicitation Instructions, Procedures and Requirements.

11.1 Registration into City Registration System. The City requests that all firms interested in doing business with the City register on the City’s Registration System at .

11.2 Pre-Proposal Conference. The City shall conduct a Pre-Proposal Conference at the date, time, and location stated on Page 1 of the RFP. It is mandatory that Proposers attend to be eligible to propose. The purpose of the Pre-Proposal Conference is to answer questions about the solicitation and clarify issues. It also allows Proposers to raise concerns.

11.3 Questions. Proposers may submit written questions to the IT Contracting Strategic until the deadline stated in Section 1.0. The City prefers questions submitted be through e-mail. Failure to request clarification of any inadequacy, omission, or conflict will not relieve the Consultant of responsibilities under in any subsequent contract. It is the responsibility of the interested Proposer to assure it receives responses to Questions if any are issued.

10.4 Changes to the RFP and Issuance of Addenda. A change may be made by the City if, in the sole judgment of the City, the change will not compromise the City’s objectives in this acquisition. A change to this RFP will be made by formal written addendum issued by the City’s IT Contracting Strategic Advisor. Addenda will be posted on the City’s website at . Addenda and shall become part of this RFP and included as part of the Contract.

10.5 Receiving Addenda and/or Question and Answers. It is the obligation and responsibility of the Proposer to learn of addendums, responses, or notices issued by the City. Some third-party services independently post City of Seattle solicitations on their websites. The City does not guarantee that such services have accurately provided all the information published by the City.

All submittals sent to the City may be considered compliant to all Addendums, with or without specific confirmation from the Consultant that the Addendum was received and incorporated. At the sole discretion of the IT Contracting Manager, the submittal may reject the submittal if it does not fully incorporate an Addendum.

10.6 License and Business Tax Requirements. The Consultant must meet all applicable licensing requirements immediately after contract award or the City may reject the Consultant. Firms must license, report and pay revenue taxes for the Washington State business License (UBI#) and Seattle Business License, if required by the law. The Consultant should carefully consider those costs prior to submitting an offer, as the City will not separately pay or reimburse such costs.

10.6.1 Seattle Business Licensing and associated taxes.

• If you have “physical nexus” in the city, it must obtain a Seattle Business license and pay all taxes due before the Contract can be signed.

• A “physical nexus” means you have a physical presence, such as: a building/facility in Seattle, sales trips into Seattle, on-site product deliveries, and/or service work in Seattle (repair, installation, service, maintenance work, on-site consulting, etc.).

• All costs for any licenses, permits and Seattle Business License taxes owed shall be borne by the Consultant and not charged separately to the City.

• The apparent successful Consultant must immediately obtain the license and ensure all City taxes are current, unless exempted by City Code due to reasons such as no physical nexus. Failure to do so will cause rejection of the submittal.

• Self-Filing : License and taxes may be paid on-line using a credit card

• The Revenue and Consumer Affairs (RCA) office can answer questions and provide assistance. The general e-mail is rca@. The main phone is 206-684-8484

• The licensing website is .

• The City of Seattle’s website allows on-line application and payment with a credit card.

• If a business has extraordinary balances due on its account that would cause undue hardship to the business, the business can contact the RCA office to request additional assistance. A cover-sheet providing further explanation, with the application and instructions for a Seattle Business License is provided below.

• Firms holding a City of Seattle Business license may be required to report and pay revenue taxes to the City. Such costs should be carefully considered by the Consultant prior to submitting its Proposal. When allowed by City ordinance, the City will have the right to retain amounts due at the conclusion of a contract by withholding from final invoice payments.

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10.6.2 State Business Licensing. Before the contract is signed, the Consultant must have a State of Washington business license (a “Unified Business Identifier” known as a UBI#). If the State of Washington has exempted the firm from State licensing (some foreign companies are exempt and sometimes the State waives licensing because the firm no physical presence in the State), then submit proof of that exemption to the City. All costs for any licenses, permits and associated tax payments due to the State because of licensing shall be borne by the Consultant and not charged separately to the City. Instructions and applications are at and the State of Washington Department of Revenue is available at 1-800-647-7706.

10.6.3 Federal Excise Tax. The City is exempt from Federal Excise Tax (Certificate of Registry #9173 0099K exempts the City).

10.7 Proposer Responsibility to Provide Full Response. It is the Proposer’s responsibility to submit a response that does not require interpretation or clarification by the City. The Proposer is to provide all requested materials, forms and information. The Proposer is to ensure the materials submitted properly and accurately reflects the Proposer’s offering. During scoring and evaluation (prior to interviews if any), the City will rely upon the submitted materials and shall not accept materials from the Proposer after the RFP deadline; this does not limit the City right to consider additional information (such as references that are not provided by the Proposer but are known to the City, or past City experience with the consultant), or to seek clarifications as needed.

10.8 Expansion Clause: Note that the contract strictly limits the expansion of scope and addition of new work not expressly provided for within the RFP Statement of Services. Proposers are to ask questions and make suggestions about the scope that should be named within the solicitation during the Question period.

10.9 Right to Award to next ranked Consultant: If a contract is executed as a result of this solicitation process and is terminated within 90 days, the City, at its option, may return to the solicitation process to award the contract to the next highest ranked responsive Consultant. The City may exercise this option with the next award.

10.10 Negotiations. The City may open discussions with the apparent successful Proposer, to negotiate costs and modifications to the proposal or the contract, to align the proposal or contract to meet City needs within the scope sought by the solicitation.

10.11 Effective Dates of Offer. Solicitation responses are valid until the City completes award. Should any Proposer object to this condition, the Proposer must object prior to the Question deadline listed in Section 1.

10.12 Cost of Preparing Proposals. The City will not be liable for any costs incurred by the Proposer to prepare, submit and present proposals, interviews and/or demonstrations.

10.13 Readability. Proposers are advised that the City’s ability to evaluate proposals depends on the Proposer’s submittal document, including organization, level of detail, comprehensive material and readable.

10.14 Changes or Corrections to Proposal Submittal. Prior to the submittal closing date and time, a Consultant may change its proposal, if initialed and dated by the Consultant. No changes are allowed after the closing date and time.

10.15 Errors in Proposals. Proposers are responsible for errors and omissions in their proposals. No such error or omission shall diminish the Proposer’s obligations to the City.

10.16 Withdrawal of Proposal. A submittal may be withdrawn by written request of the submitter, prior to the closing date and time. After the closing date and time, the submittal may be withdrawn only with permission by the City.

10.17 Rejection of Proposals. The City reserves the right to reject any or all proposals with no penalty. The City also has the right to waive immaterial defects and minor irregularities in any submitted proposal.

10.18 Incorporation of RFP/RFQ and Proposal in Contract. This RFP and the Proposer’s response, including all promises, warranties, commitments, and representations made in the successful proposal as accepted by the City, shall be binding and incorporated by reference in the City’s contract with the Proposer.

10.19 Independent Contractor. The Consultant works as an independent contractor. The City will provide appropriate contract management, but that does not constitute a supervisory relationship to the Consultant. Consultant workers are prohibited from supervising City employees and from direct supervision by a City employee. Prohibited supervision tasks include conducting a City of Seattle Employee Performance Evaluation, preparing and/or approving a City of Seattle timesheet, administering employee discipline, and similar supervisory actions.

Contract workers shall not be given City office space unless expressly provided for in the Contract, and in no case shall such space be provided for over 36 months without specific authorization from the IT Contracting Manager.

Some project work requires the Consultant to be on-site at City offices. This benefits the City to assure access, communications, efficiency, and coordination. Any Consultant on-site remains a Consultant and not a City employee. No Consultant shall be on-site at a City office for over 36 months, without specific authorization from the City. The Consultant shall notify the City if any worker is within 90 days of a 36 month on-site placement.

The City will not charge rent. The Consultant is not asked to itemize this cost. Instead, the Consultant should absorb and incorporate the expectation of such office space within the Consultant plan for the work and costs. City workspace is exclusively for the project and not for any other Consultant purpose. The City will decide if a City computer, software and/or telephone are needed, and the worker can use basic office equipment such as copy machines. If the Consultant worker does not occupy City workspace as expected, this does not change the contract costs.

10.20 Equal Benefits. Seattle Municipal Code Chapter 20.45 (SMC 20.45) requires consideration of whether Proposers provide health and benefits that are the same or equivalent to the domestic partners of employees as to spouses of employees, and of their dependents and family members. The Consultant Questionnaire requested in the Submittal instructions includes materials to designate equal benefits status.

10.22 Insurance Requirements. Insurance requirements are provided as an attachment to the contract. The apparent successful Proposer must provide proof of insurance to the City before Contract execution.

The Proposer is encouraged to contact its Broker immediately to begin preparation of the required insurance documents in the event the Consultant is selected as a finalist.

10.23 Background Checks. The City will require background/criminal checks of the Proposer’s employees and subcontractors assigned to performing the services. The City will collect the pertinent information directly from the individual. The entity conducting the background check will be selected by the City. The Consultant will reimburse the City for the cost of the background check. The estimated cost is under $150 per individual.

10.24 Proprietary and Confidential Material.

The State of Washington’s Public Records Act (Release/Disclosure of Public Records) Under Washington State Law (reference RCW Chapter 42.56, the Public Records Act) all materials received or created by the City of Seattle are considered public records.  These records include but are not limited to bid or proposal submittals, agreement documents, contract work product, or other bid material. 

The State of Washington’s Public Records Act requires that public records must be promptly disclosed by the City upon request unless that RCW or another Washington State statute specifically exempts records from disclosure.  Exemptions are narrow and explicit and are listed in Washington State Law (Reference RCW 42.56 and RCW 19.108). 

Bidders/proposers must be familiar with the Washington State Public Records Act and the limits of record disclosure exemptions.  For more information, visit the Washington State Legislature’s website at .

If you have any questions about disclosure of the records you submit with your bid, please contact the Project Manager named in this document.

Marking Your Records Exempt from Disclosure (Protected, Confidential, or Proprietary)

As mentioned above, all City of Seattle offices (“the City”) are required to promptly make public records available upon request.  However, under Washington State Law some records or portions of records are considered legally exempt from disclosure and can be withheld.  A list and description of records identified as exempt by the Public Records Act can be found in RCW 42.56 and RCW 19.108.

If you believe any of the records you are submitting to the City as part of your bid/proposal or contract work products, are exempt from disclosure you can request that they not be released before you receive notification.  To do so you must complete the City Non-Disclosure Request Form (“the Form”) provided by City Purchasing (see attached) and very clearly and specifically identify each record and the exemption(s) that may apply.  (If you are awarded a City contract, the same exemption designation will carry forward to the contract records.)

The City will not withhold materials from disclosure simply because you mark them with a document header or footer, page stamp, or a generic statement that a document is non-disclosable, exempt, confidential, proprietary, or protected.  Do not identify an entire page as exempt unless each sentence is within the exemption scope; instead, identify paragraphs or sentences that meet the specific exemption criteria you cite on the Form.  Only the specific records or portions of records properly listed on the Form will be protected and withheld for notice.  All other records will be considered fully disclosable upon request.

If the City receives a public disclosure request for any records you have properly and specifically listed on the Form, the City will notify you in writing of the request and will postpone disclosure.  While it is not a legal obligation, the City, as a courtesy, will allow you up to ten business days to file a court injunction to prevent the City from releasing the records (reference RCW 42.56.540).  If you fail to obtain a Court order within the ten days, the City may release the documents.

The City will not assert an exemption from disclosure on your behalf.  If you believe a record(s) is exempt from disclosure you are obligated to clearly identify it as such on the Form and submit it with your solicitation.  Should a public record request be submitted to City Purchasing for that record(s), you can then seek an injunction under RCW 42.56 to prevent release.  By submitting a bid document, the bidder acknowledges this obligation; the proposer also acknowledges that the City will have no obligation or liability to the proposer if the records are disclosed.

Requesting Disclosure of Public Records

The City asks bidders and their companies to refrain from requesting public disclosure of bids until an intention to award is announced.  This measure is intended to protect the integrity of the solicitation process particularly during the evaluation and selection process or in the event of a cancellation or re-solicitation.  With this preference stated, the City will continue to be responsive to all requests for disclosure of public records as required by State Law.  If you do wish to make a request for records, please address your request in writing to the Project Manager named in this document.

10.25 Ethics Code. The Proposer should familiarize itself with the City Ethics code: . Specific questions should be addressed to the staff of the Seattle Ethics and Elections Commission at 206-684-8500 or via email: (Executive Director, Wayne Barnett, 206-684-8577, wayne.barnett@ or staff members Kate Flack, kate.flack@ and Mardie Holden, mardie.holden@).

10.25.1 No Gifts and Gratuities. Consultants shall not directly or indirectly offer anything (such as retainers, loans, entertainment, favors, gifts, tickets, trips, favors, bonuses, donations, special discounts, work, or meals) to any City employee, volunteer or official, if it is intended or may appear to a reasonable person to be intended to obtain or give special consideration to the Consultant. An example is giving a City employee sporting event tickets to a City employee on the evaluation team of a solicitation to which you submitted. The definition of what a “benefit” would be is broad and could include not only awarding a contract but also the administration of the contract or evaluating contract performance. The rule works both ways, as it also prohibits City employees from soliciting items from Consultants. Promotional items worth less than $25 may be distributed by the Consultant to City employees if the Consultant uses the items as routine and standard promotions for the business.

10.25.2 Involvement of Current and Former City Employees. The Consultant Questionnaire requires disclose any current or former City employee, official or volunteer that is working or assisting on solicitation of City business or on completion of an awarded contract.

10.25.3 Contract Workers with over 1,000 Hours. The Ethics Code applies to Consultant workers that perform over 1,000 cumulative hours on any City contract during any 12-month period. Any such employee must abide by the City Ethics Code. The Consultant is to be aware and familiar with the Ethics Code accordingly.

10.25.4 No Conflict of Interest. The Consultant (including officer, director, trustee, partner or employee) must not have a business interest or a close family or domestic relationship with any City official, officer or employee who was, is, or will be involved in selection, negotiation, drafting, signing, administration or evaluating Consultant performance. The City shall make sole determination as to compliance.

11.0 Proposal Submittal

11.1 Binding and Number of Copies: The Proposer must submit seven hardcopy sets of all proposal documents; one set clearly marked original and six sets clearly marked copy. The original and copies shall be in 3-ring binders.

11.2 Format and Organization: The Proposer shall complete and submit following documents in its proposal The City provided documents are Attachments to the RFP and are incorporated by reference.

Prepare your response as follows. Use the following format and provide all attachments. Failure to provide all information below on proper forms and in order requested, may cause the City to reject your response.

1. Letter of interest (Optional).

2. Legal Name (Optional): Submit a certificate, copy of web-page, or documentation from the Secretary of State in which you incorporated that shows your company legal name. Many companies use a “Doing Business As” name or nickname in daily business; the City requires the legal name for your company. When preparing all forms below, use the proper company legal name. Your company’s legal name can be verified through the State Corporation Commission in the state in which you were established, which is often located within the Secretary of State’s Office for each state. For the State of Washington, see

3. Minimum Qualifications (Mandatory): Complete this page that lists each Minimum Qualification, and exactly how you achieve each minimum qualification. Provide attachments as requested. Remember that the determination you have achieved all the minimum qualifications is made from this page. The IT Strategic Advisor is not obligated to check references or search other materials to make this decision.

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4. Consultant Questionnaire (Mandatory): Submit the questionnaire with your response, even if you sent one in to the City for a previous solicitation.

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5. Proposed Project Methodology and Plan (Mandatory): (10 pages maximum, plus MS Project Schedule in Appendix): Describe your standard integration project implementation methodology including your configuration management practices for new and deployed systems. Provide a description of the services, the proposed approach and the deliverables to meet the Statement of Work within 18 months (or sooner) from the date of the commencement. In the MS Project Appendix, include a high level schedule, with milestones and checkpoints, for the delivery of the HEAT Software SaaS Integration and Configuration Project. This should include suggested responsibilities for Seattle IT and expectations for other solution providers. The City requests recommendations from the Consultant on the order of implementation of modules to achieve the smoothest installation and transition possible. If some of the functionality listed above for 2017 is needed to support the modules in 2016, the Consultant may start implementation of those needed modules in 2016. For Change Management the City would like to move off the citywide Change system and implement Change Management for changes with citywide impact first before implementing standard processes across departments. Consultants may offer additional services and deliverables which they believe would be beneficial to the City, but must explain the purpose and content of any such additional offerings.

6. Management Response (Mandatory): Submit the document with your response, even if you sent one in to the City for previous solicitation.

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7. Project Team (Mandatory): (6 pages maximum, plus resumes in appendix): Integrators must provide a description of the Integration team that will be assigned to this engagement, including the location and availability of each team member, their position and relevance to the project. Identify the individuals who will be involved, their experience in configuring and integrating with the HEAT ITSM version 2015 products and the primary role and responsibilities of each member, as well as the principal/senior officer (“Principal”) who will serve as the Project Manager. Please provide resumes for each member of the project team. If necessary, Integrators may form teams in support of an integrated proposal based upon the phases of implementation or expertise required during the implementation of the HEAT ITSM SaaS Integration; however, Integrators will be required to assign a lead organization / individual for the overall project responsibility and specifically explain how its team members or subcontractors (depending upon the Integrator’s proposed structure) will be managed. Integrator should specify the project staffing expectations of Integrator and of Seattle IT personnel to meet the requirements and schedule for the project. Integrator should describe the suggested roles and responsibilities for Seattle IT’s team members as well as a recommended structure for the team and the expected level of support these team members would need to provide.

8. Cost and Pricing (Mandatory): Integrator shall complete the Solution Pricing (see below) in its entirety. The document has specific instructions for the completion of the pricing.

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9. Inclusion Plan (Mandatory): Submit the document with your response, even if you sent one in to the City for previous solicitation.

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Package Checklist.

Your response should be packaged with each of the following. This list assists with quality control before submittal of your final package. Addenda may change this list; check any final instructions:

1. Letter of Interest (optional)

2. Legal Name (optional)

3. Minimum Qualifications (mandatory)

4. Consultant Questionnaire (mandatory)

5. Proposed Project Methodology and Plan (mandatory)

6. Management Response (mandatory)

7. Project Team (mandatory)

8. Cost and Pricing (mandatory)

9. Inclusion Plan (mandatory)

11.3 Delivery of Proposals: Sealed proposals must be received at the Department of Information Technology no later than the date and time listed in Section 1.0.

|Fed Ex & Hand Delivery - Physical Address |US Post Office - Mailing Address |

|Jeremy Doane, IT Contracting Strategic Advisor |Ann Kelson, IT Contracting Strategic Advisor |

|Department of Information Technology |Department of Information Technology |

|700 Fifth Avenue #2700 |Seattle Municipal Tower |

|Seattle, Washington, 98104 |P.O. Box 94709 |

| |Seattle, Washington, 98124-4709 |

Hard Copy Submittal.

The Consultant must submit seven (7) hardcopy sets of all proposal documents; one (1) set clearly marked original and six (6) sets clearly marked copy; and one (1) electronic CD/Flash Drive copy. The original and copies shall be in 3-ring binders.

a. Hard-copy responses should be in a sealed box or envelope marked and addressed with the IT Contracting Strategic Advisor’s name, the solicitation title and number. If submittals are not marked, the Proposer risks the response being misplaced and not properly delivered.

b. The Submittal may be hand-delivered or otherwise be received by the IT Contracting Strategic Advisor at the address provided, by the submittal deadline. Delivery errors will result without careful attention to the proper address.

c. The City shall not consider proposals submitted by facsimile (fax) or email.

d. Consultants are solely responsible for ensuring that proposals are delivered on time. Delays caused by any delivery service, including the U.S. Postal Service, will not be grounds for an extension of the deadline for receipt of proposals. At the City’s sole discretion, a proposal received after the deadline may be returned to the Proposer, may be declared non-responsive and may not subject to evaluation.

12.0 Selection and Award

12.1 Initial Screening (Step 1): The City will review responses for responsiveness and responsibility. Those found responsive and responsible based on an initial review shall proceed to Step 2. Equal Benefits, Minimum Qualifications and other elements are screened in this Step. A significant failure to perform on past City projects may also be considered in determining the responsibility of a firm.

12.2 Proposal Evaluation (Step 2): The City will evaluate proposals that successfully pass through the previous steps. The City will evaluate proposals using the criteria below. Responses will be evaluated and assigned a score.

Step 2 Evaluation Criteria:

|Criteria |Maximum Points |

|Project Methodology and Plan |45 |

|Management Response |10 |

|Project Team Response |20 |

|Cost Proposal |15 |

|Inclusion Plan |10 |

|Grand Total |100 |

Proposals that cluster within a competitive range will move on to Step 3, unless all proposals are rejected. The City has the option to find proposals highly deficient in a particular criteria or whose price is significantly higher/lower than the others uncompetitive.

12.3 Presentations/Interviews (Step 3): The City, at its sole option, may require vendors that remain eligible to attend a presentation/interview in Seattle. Consultants invited to presentations/interviews are to bring the assigned Project Manager named by the Consultant in the Proposal, and may bring other key personnel named in the Proposal. The Consultant shall not bring individuals who do not work for the Consultant or are not on the project team without advance authorization by the IT RFP Coordinator. Presentations/interviews will be evaluated and assigned a score. Scores from the previous round will not be carried forward.

Step 3 Evaluation Criteria:

|Criteria |Maximum Points |

|Presentation/Interview |100 |

|Grand Total |100 |

12.4 References (Step 4): The City may contact one or more references of the top scoring vendor. The City may use references named or not named by the Consultant. The City may also consider the results of performance evaluations issued by the City on past projects. References will be conducted on a pass/fail basis. A failed reference may disqualify the consultant from consideration.

12.5 Contract Negotiations (Step 5): The City may negotiate elements of the proposal as required to best meet the needs of the City, with the apparent successful Consultant. The City may negotiate any aspect of the proposal or the solicitation, including the base contract, which has been attached (See Attachments).

12.6 Repeat of Evaluation: If no Consultant is selected at the conclusion of all the steps, the City may return to any step in the process to repeat the evaluation with those proposals active at that step. The City shall then sequentially step through all remaining steps as if conducting a new evaluation process. The City reserves the right to terminate the process if no proposals meet its requirements.

13.0 Award and Execution

The Project Manager will provide timely notice of intent to award to all Consultants responding to the Solicitation.

Protests to Project Manager.

Interested parties that wish to protest any aspect of this RFP selection process provide written notice to the City Project Manager for this solicitation. Note the City shall notify Federal Transit Administration if protesting a solicitation for contracts with FTA funds.

Instructions to the Apparently Successful Consultant(s).

The Apparently Successful Consultant(s) will receive Intent to Award Letter from the Project Manager after award decisions are made by the City. The Letter will include instructions for final submittals due prior to execution of the contract.

Once the City has finalized and issued the contract for signature, the Consultant must execute the contract and provide all requested documents within ten (10) business days. This includes attaining a Seattle Business License, payment of associated taxes due, and providing proof of insurance. If the Consultant fails to execute the contract with all documents within the ten (10) day time frame, the City may cancel the award and proceed to the next ranked Consultant, or cancel or reissue this solicitation. Cancellation of an award for failure to execute the Contract as attached may disqualify the firm from future solicitations for this same work.

Checklist of Final Submittals Prior to Award.

The Consultant(s) should anticipate the Intent to Award Letter will require at least the following. Consultants are encouraged to prepare these documents ahead of time when possible, to eliminate risks of late compliance.

▪ Seattle Business License is current and all taxes due have been paid.

▪ State of Washington Business License.

▪ Certificate of Insurance (if required)

▪ Special Licenses (if any)

Taxpayer Identification Number and W-9.

Unless the Consultant has already submitted a Taxpayer Identification Number and Certification Request Form (W-9) to the City, the Consultant must execute and submit this form prior to the contract execution date. The W-9 form can be found here:

City’s Insurance Requirements

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City’s Terms and Conditions

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