CITY OF COLUMBUS, OHIO DEPARTMENT OF PUBLIC UTILITIES
REQUEST FOR PROPOSAL for TICKET MANAGEMENT SYSTEM for RECEIVING & PROCESSING LOCATE REQUESTS AS GENERATED BY THE OHIO UTILITIES PROTECTION SERVICE
Submittal Due Date: January 9, 2015 by 4:00 p.m.
Michael B. Coleman, Mayor Greg Davies, Director of Public Utilities
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PROPOSAL PACKAGE CONTENTS SECTION
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Request for Proposal Introduction
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Purpose and General Information
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Ticket Management System Functionality & Checklist
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Proposal Content
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Evaluation Criteria
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Equal Business Opportunity Commission Requirements
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Request for Proposal Introduction The City of Columbus, Ohio is soliciting Request for Proposal (RFP) pursuant to Columbus City Code 329.14 from firms able to supply, integrate and support a Ticket Management System (TMS) for the purpose of receiving and processing locate requests as generated by the Ohio Utility Protection Service (OUPS). The TMS should provide both a web-based hosted Ticket Management solution as well as a locally installed mobile solution which can operate in a disconnected environment. The TMS should be already developed in Commercial off the Shelf (COTS) form. Development of a new or fully customized application is not part of this RFP. The City of Columbus, Department of Public Utilities (DPU) receives approximately 120,000 locate requests annually. The DPU marks underground electric, water and sewer facilities in response to excavation notices received from the Ohio Utility Protection Service (OUPS). Selection of the TMS shall be in accordance with section 329.14 of Columbus City Codes, 1959. Any agreement or contract entered into will be in accordance with the provisions of Chapter 329, of Columbus City Codes, 1959, the standard agreements rules and regulations. All offerors and their proposed subcontractors shall have valid City of Columbus Contract Compliance Numbers (CCCN). Applications for certification may be obtained from the City of Columbus website (www.columbus.gov) or from: City of Columbus, Equal Business Opportunity Commission Office, 109 North Front Street, 4th Floor, Columbus, OH 43215-9020 or by calling (614) 645-4767.
Proposal Due Date No later than 4:00 PM (EST) on January 9th, 2015
Pre-Bid Conference A pre-bid conference will not be held.
Short List Presentation DPU reserves the right to request firms to provide a demonstration of their TMS to the Evaluation Committee. The demonstration may be in person or via web based conference.
Questions All questions should be submitted in writing by email to Kevin Schimming,
[email protected], Damage Prevention Manager, Department of Public Utilities, 3rd floor, Utilities Complex, 910 Dublin Rd, Columbus, OH 43215. In order to receive consideration, questions must be received no later than 4:00 PM on December 26, 2014. The City will not be bound by oral interpretations which are not reduced in writing and included in the question summary.
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Answers to the RFP questions will be posted on the Vendor Services web site http://vendorservices.columbus.gov/e-proc/ no later than 4:00 PM on December 30, 2015. DPU will not answer questions to individual proposers. Please note that the Vendor Services site is a public site.
Submission Information Four (4) hard-copies and one (1) PDF digital copy on DVD media of the proposal documents shall be submitted in a sealed envelope(s) to: Public Utilities Directors Office 910 Dublin Rd 4th Floor Columbus, OH 43215 The envelopes shall be clearly marked on the exterior to denote the name of the submitting firm. Proposals shall be limited to one-hundred (100) pages on fifty (50) 8-1/2” by 11” sheets. A front and back binding cover (printed on both sides, if desired) may be included in addition to the 100 page limit. A cover letter must be bound inside of the proposal and is considered part of the 100 pages. Tabbed dividers will not be counted as part of the 100 pages as long as they contain only section headings and/or generic marketing graphics (i.e. firm logo). The checklist provided for you to complete should be bound inside the submittal but will not be counted as part of the 100 page limit as long as the document is not modified. Proposals in excess of the 100 page limit will be rejected and returned and will not be considered. Firm is advised that the DPU requires that proposals prepared in response to this RFP be submitted on recycled paper, and that all copies be printed on both sides of the paper. While the appearance of proposals is important, and professionalism in proposal presentation should not be neglected, the use of non-recyclable or non-recycled glossy materials is discouraged. In addition, it is requested that proposals be in flat bound form to facilitate filing. Do not submit proposals in loose-leaf ringed binders. Submittals must be received at the 910 Dublin Rd. Utilities Complex no later than 4:00 PM (EST) on January 9, 2015 in order to be considered. Late submittals will not be accepted. It is the sole responsibility of the firm to see that the DPU properly receives its submittal before the deadline. Firm shall bear all risk associated with private delivery services or delays in the U.S. Mail. Submittals shall become the property of the DPU to be used in any manner and for any purpose the DPU determines is in their best interest. Please be advised that all proposals and associated documents are considered public records and will be released in response to requests under the Ohio Public Records Law (“the Law”). Proprietary information that falls within a recognized exception from disclosure under the Law must be clearly indicated. The city shall regard as public record all proposals and information submitted except to the extent that proposal information is clearly indicated as proprietary and segregated from the rest of the proposal. The respondent must identify proprietary information on each page of the proposal. If a third party makes a request under the Law for any document that includes information designated as "proprietary" by the proposer, the city will release the proposal and associated documents with the information designated as proprietary redacted, and the city will notify the proposer of the request. It will be the responsibility of the proposer, not the city, to defend the designation of any information as proprietary, including initiation of any court proceedings necessary to prevent disclosure as a public record. The proposer shall indemnify the city against all costs, expenses, and damages, including without limitation attorneys’ fees, incurred by reason of that dispute.
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Revisions to the Request for Proposal The DPU reserves the right to revise the RFP prior to, and including the date of submission. Revisions to the RFP shall be provided to all potential proposers who have provided either an email address or mailing address.
General Security Clause Please note: In the performance of this project, it may be necessary for the firm to have access to non-public and/or security records that belong to the City. The City intends to require appropriate confidentiality agreements to protect such records from disclosure by the firm.
Greg Davies, Director, Department of Public Utilities
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Ticket Management System Functionality Purpose and General Information The City of Columbus, Department of Public Utilities (DPU) is soliciting proposals from qualified firms to supply, integrate and support a Ticket Management System (TMS) that can receive and process locate requests as generated by the Ohio Utility Protection Service (OUPS). The TMS should provide both a web-based hosted Ticket Management solution as well as a locally installed mobile solution which can operate in a disconnected environment. The TMS should be already developed and in Commercial off the Shelf (COTS) form. Development of a new and fully customized application is not part of this RFP. One firm will be selected to provide the TMS under this contract. This award will be for two (2) years from the date of a signed contract and renewable for four (4) additional years in two (2) year increments. This renewal is not automatic. The decision to renew is at the sole discretion of the DPU.
Ticket Management System Desired Functionality The TMS should provide both a web-based hosted Ticket Management Solution as well as a locally installed mobile solution which can operate in a disconnected environment.
Web Based Hosted Solution- Desired Functionality: · · · · · · · · · · · · · · · · · · · ·
24/7/365 access to web based application 24/7/365 Customer/Tech support for web based application At least 25 Unique User ID’s and Logins Configured to receive tickets from One Call Centers: OH (OUPS) Ability to send positive response to One Call Centers: OH (OUPS) Ability to send positive response to the Excavator via email, fax and/or phone Auto assignment of locate tickets based on user defined maps/files Ability to send email/text alerts based on ticket type & user defined times Ability to import ERSI shape, NAD 83 Lat/Long GIS facility maps Ability to import GIS mapping layers Ability for user to define responses for locate tickets Ability for user to define destination (email & fax) of incoming tickets based on when ticket is received (weekends, holidays, off-hours). Similar Ticket Linkage Ability to search for tickets based on criteria such as Ticket Number, Excavator, Creation Date, Due Date, Work Location, & Caller. Access to archived tickets Ability for TMS to screen/close out tickets based on key words, phrases, or other information within the text of the ticket Test Environment for use by clients Provide security controls to prevent the unauthorized use of the TMS Provide a log of all transactions for a ticket including digital time and date stamp Ticket Export to Access, Excel & PDF formats from Google Chrome and Internet Explorer web browsers
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Web Based Solution Reporting- Desired Functionality & Reports: For a given date range, the TMS would generate, in report form: · The number of each user defined response entered based on locator, responsibility area & ticket
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type. (Response Summary) The number of tickets assigned based on locator & responsibility area & sorted by ticket type. (Ticket Assigned Report) The number of tickets received from OUPS based on ticket type. (Ticket Type Summary) The average time to respond (1st response) to a ticket based on locator, responsibility area, user defined response, and/or ticket type. (Average Time to Respond) The number of tickets are/were past due based on locator, responsibility area, user defined response and/or ticket type. User would be able to exclude tickets that have been responded to, but not closed out. (Past Due Ticket Report) The amount of time (minutes, hours, days etc) tickets are/were past due based on locator, responsibility area, user defined response, & ticket type. User would be able to exclude weekends and holidays in calculation of length of time. (Amount of Time Past Due Report) The number of tickets assigned to a locator but completed by another locator. (Work Assigned but Completed by Others Report) The open tickets for an individual or group of locators at a specified time on a specified day. (Work Que Re-Creation)
Mobile Solution- Desired Functionality: · 24/7/365 Customer/Tech Support · 18 Mobile Application solutions · Ability for user, by installing application on their mobile computing device, to: · Receive Tickets · View Dig Site on Map · View Full Ticket Text · Reassign Tickets to other personnel · Respond to Locate Tickets · Add notes to Locate Tickets · Complete Locate Requests including transmission of positive response as required · Attach Photos or other documents to tickets · Complete Damage Report · Provide security controls to prevent the unauthorized use of the TMS · Provide a log of all transactions for a ticket including digital time and date stamp · Ability to sync with web application at user defined time increments or automatically when a internet connection is available · Information, Responses, Notes, Forms, Reports etc. entered in a disconnected environment shall be stored as part of the ticket and transmitted in full when a internet connection is established, at user defined time increments or at a user defined time.
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Optional/Add-on Features: Uploading/Storage of Digital Photos or other documents with the ticket
Ability for the user to upload & store digital photos or other documents with the ticket. Photos/documents would become part of the ticket and available for viewing whenever the ticket is accessed. Photos or other documents attached to ticket(s) would be transmitted when an internet connection is established and/or at user defined time(s). Failure to complete upload of photos or other documents would not inhibit the download of new tickets to mobile device.
Mark Out/Close-Out Screen
Ability for DPU to configure a Mark Out Screen that could detail and document locating activities in response to the locate request. TMS would include reporting mechanisms for fields/check boxes within the Mark Out Screen.
Damage Report Module
Upon entering ticket number that is associated with a damage, certain fields within the Damage Report would auto fill (i.e. Excavator Information, associated tickets (if applicable), current date & time, screen shot of GIS map associated with ticket. Additional fields would be available to indicate what was damaged, type of damage, presence of 3rd party damage, condition of existing marks, etc.
Text boxes would be available for further descriptions/statements
User would be able to attach photos or other documents. Photos would become part of Damage Report
Map Based Ticket Search
Ability for TMS to perform ticket search based on an area identified on a map
Locator Audit Module
Ability for TMS to produce a random selection of tickets, based on DPU defined parameters, to perform field audits by. Parameters could include but are not limited percentage of tickets received by locator, percentage of tickets with an identified response etc.
Module would utilize a form with user defined fields by which an auditor could document the field audit. Photos and other documents could be attached and saved with the form.
Web Service
TMS would make available a web service, that DPU could connect to and obtain/utilize information from field(s) with in the ticket. Web service would allow communication to and from DPU.
Complete the included checklist below, by marking an “X” in the box that most accurately describes that status of Desired Functionality items for the Web based and Mobile Solution and Optional/Add on Features. The forms should be bound in the submittal, but will not be counted as part of the 100 page limit as long as the document is not modified.
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24/7/365 ACCESS TO WEB SOLUTION 24/7/365 CUSTOMER/TECH SUPPORT AT LEAST 25 UNIQUE USER ID'S & LOGINS CONFIGUIRED TO RECEIVE TICKETS FROM OUPS ABILITY TO SEND POSITIVE RESPONSE TO OUPS POSITIVE RESPONSE TO EXCAVATOR VIA EMAIL, FAX, AND/OR PHONE AUTO ASSIGNMENT OF LOCATE TICKETS BASED ON USER DEFINED MAPS/FILES ABILITY TO SEND EMAIL ALERTS BASED ON TICKET TYPE ABILITY TO IMPORT ESRI SHAPE, NAD 83 LAT/LONG GIS FACILITY MAPS ABILITY TO IMPORT GIS MAPPING LAYERS ABILITY FOR USER TO DEFINE RESPONSES FOR LOCATE TICKETS ABILITY FOR USER TO DEFINE DESTINATION OF INCOMING TICKETS BASED ON TICKET TYPE AND WHEN THE TICKET IS RECEIVED SIMILAR TICKET LINKAGE
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NOT ACTIVELY DEVELOPING
CURRENTLY DEVELOPING & PLANNED FOR FUTURE RELEASE BEYOND 90 DAYS
CURRENTLY DEVELOPING & PLANNED FOR RELEASE W/IN 90 DAYS
ALREADY DEVELOPED & INCLUDED IN PRICING FOR THIS RFP
PLEASE "X" THE APPROPRIATE BOX WEB BASED FUNCTIONALITY
COMMENTS
ABILITY TO SEARCH FOR TICKETS BASED ON CRITERIA SUCH AS TICKET NUMBER, EXCAVATOR, CREATE DATE, DUE DATE, WORK LOCATION, & CALLER ACCESS TO ARCHIVED TICKETS ABILITY TO SCREEN/CLOSE OUT TICKETS AUTOMATICALLY BASED ON KEY WORDS, PHRASES, OR OTHER INFORMATION WITHIN THE TEXT OF THE TICKET TEST ENVIRONMENT FOR USE BY CLIENTS SECRURITY CONTROLS TO PREVENT UNATHORIZED USE OF TMS PROVIDES A LOG OF ALL TRANSACTIONS FOR A TICKET INCLUDING DIGITAL TIME & DATE STAMP ABILTITY TO EXPORT TICKET LISTINGS TO ACCESS, EXCEL & PDF FORMATS FROM GOOGLE CHROME AND INTERNET EXPLORER WEB BROWSERS ABILITY TO GENERATE REPORTS TO AID IN EVALUATING THE EFFICIENCY OF OUR LOCATING EFFORTS: RESPONSE SUMMARY TICKETS ASSIGNED REPORT AVERAGE TIME TO RESPOND PAST DUE TICKET REPORT AMOUNT OF TIME PAST DUE REPORT TICKET TYPE SUMMARY WORK ASSIGNED BUT COMPLETED BY OTHERS WORK QUE RE-CREATION
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24/7/365 TO MOBILE APPLICATION 24/7/365 CUSTOMER/TECH SUPPORT 18 MOBILE APPLICATION SOLUTIONS ABILITY FOR USER TO RECEIVE TICKETS ABILITY FOR USER TO VIEW DIG SITE ON MAP ABILITY FOR USER TO VIEW FULL TICKET TEXT ABILITY FOR USER TO REASSIGN TICKETS TO OTHER PERSONNEL ABILITY FOR USER TO ENTER RESPONSES FOR LOCATE TICKETS ABILITY FOR USER TO ADD/INSERT NOTES ON TICKET ABILITY FOR USER TO COMPLETE LOCATE REQUESTS ABILITY TO COMPLETE DAMAGE REPORT ABILITY TO ATTACH PHOTOS PROVIDE SECURITY CONTROLS TO PREVENT UNAUTHORIZED USE OF TMS PROVIDE A LOG OF ALL TRANSACTIONS INCLUDING DIGITAL TIME & DATE STAMP
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NOT ACTIVELY DEVELOPING
CURRENTLY DEVELOPING & PLANNED FOR FUTURE RELEASE BEYOND 90 DAYS
CURRENTLY DEVELOPING & PLANNED FOR RELEASE W/IN 90 DAYS
ALREADY DEVELOPED & INCLUDED IN PRICING FOR THIS RFP
PLEASE "X" THE APPROPRIATE BOX MOBILE APP FUNCTIONALITY
COMMENTS
ABILITY TO SYNC WITH WEB APPLICATION AT USER DEFINED TIME INCREMENTS OR AUTOMATICALLY WHEN AN INTERNET CONNECTION IS AVAILABLE
UTILITY MAPS DISPLAYED WITH TICKET UPLOADING/STORAGE OF DIGITAL PHOTOS OR OTHER DOCUMENTS WITH TICKET MARK OUT/CLOSE OUT SCREEN DAMAGE REPORT MODULE MAP BASED TICKET SEARCH LOCATOR AUDIT MODULE
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NOT ACTIVELY DEVELOPING
CURRENTLY DEVELOPING & PLANNED FOR FUTURE RELEASE BEYOND 90 DAYS
DEVELOPING & PLANNED FOR RELEASE W/IN 90 DAYS
PLEASE "X" THE APPROPRIATE BOX OPPTIONAL/ADD-ON FEATURES
ALREADY DEVELOPED & INCLUDED IN PRICING FOR THIS RFP CURRENTLY
INFORMATION, RESPONSES, NOTES, ETC., ENTERED IN A DISCONNECTED ENVIRONMENT SHALL BE STORED AS PART OF THE TICKET AND TRANSMITTED IN FULL WHEN AN INTERNET CONNECTION IS ESTABLISHED OR AT USER DEFINED TIME INCREMENTS
COMMENTS
WEB SERVICE
PLEASE LIST THE TOP 5 FUNCTIONAL CAPABILITIES YOUR TMS PROVIDES WHICH WERE NOT LISTED IN THE ABOVE MATRIX
COMMENTS
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Proposal Content The submitted proposals should contain the following sections, separated by a tabbed divider:
Section 1: Firm Introduction & Experience Provide the name of the firm, address, telephone numbers, and City of Columbus Contract Compliance numbers. Provide a brief description of the firm including how long the firm has been in business, description of the company size and organization of the company. Provide a list of public-sector clients receiving at least 80,000 tickets annually. Please include your primary contact person for this client and their phone number.
Section 2: Overview of TMS Discuss and provide examples of the functionality of your TMS as they relate to the Desired Functionality described in this RFP. Discuss and provide examples of the Reporting Functionality of your TMS. Discuss your “archiving” practices. How long are tickets kept active as it relates to ticket searches? When do tickets enter your archives? How does the user access archived tickets? Discuss and provide examples of the functionality of your TMS as they relate to Optional/Add On features as described in this RFP Discuss the TMS’s ability to use web services to communicate with external systems Discuss and provide examples of the functionality of any mobile apps or interfaces with mobile devices, such as smart phones or tablet computers, available with TMS
Section 3: Implementation & Training Provide information detailing firm’s implementation procedures for their TMS including: Proposed Schedule for Implementation
Specific information required from the City to fully implement and make operational the firm’s TMS.
Other requirements for implementation
Provide information detailing firm’s training program for new clients of similar size and ticket volume Specify hours and/or days of in person, on-site training included in this proposal
Specify hours and/or days of other training included in this proposal
Specify who ( your firm, a consultant, or other) will be conducting each type of training
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Section 4: Security Provide a detailed description of security features included in the firm’s TMS. Discuss and provide historical data relating to the operational reliability of your system
Provide a detailed description of data storage and back up procedures used to ensure the integrity of stored data, images, or tickets.
Section 5: Pricing Pricing will be broken down into four (4) categories: Pricing for Web Based Solution Desired Functionality, Mobile Solution Desired Functionality & Web Based Reporting Desired Functionality
Pricing for Optional Features/Add-ons
Pricing for the Training of City personnel
Pricing for Product Development Services
Pricing for Web & Mobile Solution- Desired Functionality: Provide pricing based on your system conforming to the Desired Functionality as listed on pages six (6) and seven (7) of this RFP. The pricing provided will be carried forward and implemented on any extension of a contract resulting from this Request For Proposal. Provide a per ticket charge based on City receiving 140,000 locate requests from OUPS plus a ten (10) percent margin of error factor. Ticket Volumes that exceed 140,000 but are within the ten (10) percent margin of error factor shall not be billed. Provide a per ticket charge for ticket volumes that exceed the ten (10) percent margin of error. Pricing shall include eighteen (18) mobile application solutions
Pricing for Optional & Add-On Features: Provide pricing that would allow users of Mobile Solution to upload and store digital photos with the ticket. Please indicate if this is a one-time fee or will be assessed annually.* Provide pricing for the development (if needed) and implementation of a Mark Out/Close Out Screen with functionality as described on page eight (8). Please indicate if this is a one-time fee or will be assessed annually.* Provide pricing for the development (if needed) and implementation of a Damage Report module with functionality as described on page eight (8). Please indicate if this is a one-time fee or will be assessed annually.*
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Provide pricing for the development (if needed) and implementation of a Locator Audit module with functionality as described on page eight (8). Please indicate if this is a one-time fee or will be assessed annually.* Provide pricing for the development (if needed) and implementation of a Web Service component with functionality as described on page eight (8). Please indicate if this is a one-time fee or will be assessed annually.*
*The award of the contract does not obligate the city to include any/all of the Optional & Add On features. The Optional & Add On features may be added to the contract as operational need and funding dictates.
Pricing for Training: Provide pricing for the initial training of City personnel on the TMS Specify hours and/or days of in person and on-site training included in this submittal
Specify hours and/or days of other training included in this submittal
Provided pricing for new user training (not initially trained as part of this submittal) Specify hours and/or days of in person and on-site training included
Specify hours and/or days of other training included
Provide availability/pricing of other training options not included in this submittal
Pricing for Product Development Services: Provide hourly pricing for personnel involved in the scoping, development and implementation of enhancements too or customization of the TMS for your firm. Hourly pricing may be used for future enhancement or customization of the TMS by DPU
Section 6: Customer & Technical Support Discuss the Customer and Technical Support aspects of your firm
Section 7: Other Pertinent Information Section 7 should be used by the firm for items not addressed in this RFP but which should be considered during the selection process. Consider discussing any unique functionality that differentiates your firm’s TMS from others.
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Evaluation Criteria Firms may be asked to provide a demonstration of their TMS to the Evaluation Committee. The demonstration may be in person or via web based conference. Submissions will be evaluated by the Evaluation Committee based on the following criteria and ratings:
System Reliability & Customer/Tech Support- (30 points) How well was TMS’s reliability demonstrated in the proposal? (10) How well was the Customer/Tech Support functions demonstrated in the proposal? (10) How well was the Security and back up procedures outlined in the proposal? (10)
Application Functionality- (50 points) How does the functionality of the TMS lend itself to ease of use for our group? (25) Items for consideration include but are not limited to: Efficiency of work flow from ticket receipt to close out
Navigation through various screens
Reassigning of Emergency Notifications
Reassigning of Individual Tickets
Ticket Searches
Modification of Responsibility Areas
Daily Routing
Screening of Tickets
How easily is information, including but not limited to reports, produced by the TMS to aid in measuring the efficiency and effectiveness of the locating group? (15) How does the TMS allow for leveraging current DPU initiatives, technologies, and/or software into the TMS? (10) ESRI Facility Maps (Mapping Data & Applications ESRI Arc Server, Arc Reader, & Arc GIS)
Web Service integration/utilization
AVL (Wireless Matrix)
Proposal Quality & Relevant Experience- (10 points) How easily does the proposal lend itself to review and evaluation? (5) How well does the submittal support that the firm has experience with clients of similar size and needs? (5)
Pricing (10 points) How does firm’s pricing reflect value in terms of the stated desired functionality? (10)
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Notice of Equal Business Opportunity Requirements The City of Columbus strongly encourages the participation of City certified minority and female business enterprises. All bidders/offerors shall identify all subcontractor(s) who will perform any type of contracting on City bid/proposal(s). All bidders/offerors shall include in their proposal response the anticipated cost and scope of work performed by all subcontractor(s), along with their contract compliance number(s). If the bidders/offerors do not have minority/female business participation in the bid/proposal, an explanation must be given and included with the bid/proposal in order to satisfy this requirement.* All bidders/offerors and subcontractors that do not have (1) an application in their bid/proposal(s) to secure a contract compliance number or (2) a valid contract compliance number at the time the bid/proposal is submitted the bid/proposal will be deemed non-responsive and will not be considered. Expired contract compliance numbers will be given seven (7) business days after the submittal date to update their contract compliance information. If the information has not been updated after seven (7) business days the bid/proposal will be deemed non-responsive and will no longer be considered. This information is gathered and monitored by the Equal Business Opportunity Commission Office (EBOCO). Please contact EBOCO for assistance with identifying potential M/FBE contractors or check the status of your contract compliance numbers. Equal Business Opportunity Commission Office 109 N. Front Street, 4th Floor Columbus, OH 43215 M/FBE Certification and Contract Compliance Tia Roseboro 614-645-2203 *While the participation and/or partnering of certified minority and female owned businesses is strongly encouraged, the level of minority and female participation will not be a condition of the bid award.
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