GREENSBORO HOUSING AUTHORITY 450 North Church Street Greensboro, NC 27401
REQUEST FOR PROPOSAL (RFP) DOCUMENT MANAGEMENT SOFTWARE / SYSTEM
Issued: February 2, 2015
Table of Contents PURPOSE OF THIS RFP.................................................................................................... 3 PROFILE OF THE AUTHORITY.......................................................................................... 4 SPECIFICATIONS/STATEMENT OF WORK ........................................................................ 5 PROPOSAL CONTENTS: Proposals must include the following: ................................... 6 CONTRACT EVALUATION ............................................................................................... 7 CONTRACT REQUIREMENTS:................................................................................... 7 PROPOSAL SUBMITTAL: .......................................................................................... 8 EVALUATION CRITERIA: ........................................................................................... 8 ADDENDUM A ................................................................................................................ 9 Specifications/Statement of Work .......................................................................... 9 GHA Objectives and Requirements........................................................................ 13 ADDENDUM B .............................................................................................................. 19 Fee Schedule .......................................................................................................... 19 ADDENDUM C ............................................................................................................... 20 Desired System Functionality List……….................................................................... 20
I.
PURPOSE OF THIS RFP
The Greensboro Housing Authority (GHA) invites all interested vendors to submit proposals to provide software, storage, and services to meet the needs for a paperless electronic document management system. It is GHA’s intention to move to a paperless environment for all of its core processes. Note that ‘paperless’ refers to dramatically minimizing the use of paper in our processes. We do not expect to completely eliminate the use of paper. We do expect the solution to address process, and improve workflows, and therefore the objective is not simply to eliminate file cabinets by scanning documents ‘after the fact’. We are also interested in a detailed description of the full range of IT services provided by any RFP respondent for future reference and needs.
II.
PROFILE OF THE AUTHORITY The Greensboro Housing Authority is located in Greensboro, North Carolina. GHA is a public agency, which provides affordable housing and housing assistance to low and moderate income residents of Guilford County, North Carolina. GHA is governed by a seven member Board of Commissioners appointed by the mayor of the City of Greensboro. A Chief Executive O f f i c e r is appointed by the GHA Board and is responsible for managing the daily operations of the agency with a budget of approximately $33 million and a staff of 108. GHA owns and/or manages 2400 public housing units. GHA also has approximately 3500 Housing Choice Vouchers. GHA utilizes Yardi Voyager for its company software and housing management software platform. Attention is called to the Equal Employment Opportunity Requirements of all contracts entered into by the Greensboro Housing Authority. All Proposals will be considered without regard to race, color, religion, sex, national origin, age, marital or veteran status, the presence of a non-job related medical condition or handicap, or any other legally protected status. The Greensboro Housing Authority is an Equal Opportunity Employer.
III. SPECIFICATIONS/STATEMENT OF WORK Specifications that are applicable are attached in Addendum A. The proposed solution should address the key technologies and functionality, including but not limited to: Document Management File creation Document filing Document indexing File retrieval Electronic Records Management Records and Information Management Alerts Retention and Disposition Schedules Workflow
Document Routing Serial and parallel task flows Electronic Forms Noticeboard/dashboard concept for task management and workflow balancing
Imaging
Document Recognition Data Extraction
Content Security Search Features Browsing/Folders Integration/Interoperability with Yardi Voyager, Microsoft Office products and software platform, Apple (IOS) software platform, Adobe Acrobat and mobile platforms.
IV. PROPOSAL CONTENTS: Proposals must include the following: Price to complete the project (include attached FEE SCHEDULE) including System Software and Licensing, Equipment Costs, Installation and Configuration C osts, Training Costs, 1st through 3rd Year Software Maintenance, technical support and all other costs. Project time-line (anticipated start date and duration) Answers to all questions on attached document (DESIRED SYSTEM FUNCTIONALTY LIST). Housing Authority References (2) minimum Signed Certification and Representations of Offerors - HUD form 5369c; (see instructions HUD form 5369b.) These forms are available on-line. Acknowledgement that the Bidder has read and will comply with the regulatory requirements in the General Conditions, HUD form 5370 EZ. Statement of Compliance with HUD Section 3 - Evidence of experience and knowledge working with Section 3 compliance. Original Proposal in electronic format and three (3) hard copies must be submitted
V. CONTRACT EVALUATION GHA only contracts with vendors that are qualified to perform the work at the sole discretion of GHA. GHA reserves the right not to award a contract to any firm or person with a history of poor performance on projects performed for GHA at the sole opinion and discretion of GHA. GHA will not contract with any firm or person that is listed on federal debarment lists. References will be checked on the top bidders. GHA reserves the right not to award a contract to anyone whose references are less than satisfactory at the sole discretion of GHA. GHA reserves the right to sole and exclusive judgment in the determination of the qualifications of the proposers. GHA reserves the right to reject any and all proposals or to accept or select any proposal as GHA, in its sole and absolute discretion, determines best meets its needs, or to negotiate the fee. GHA reserves the right to waive any informality in any submissions received. GHA reserves the right to request additional information, an oral discussion or a presentation in support of written proposals in order to award a contract to the most responsive and qualified proposer.
VI. CONTRACT REQUIREMENTS The successful bidder will enter into a contract with GHA. GHA desires to issue an initial contract for a three-year period with options to renew for two additional one-year terms. The total duration of this contract, including all options, shall not exceed five years. Contractors are responsible for compliance with the GHA contract and all applicable local and federal regulations by themselves and by their sub-contractors. The funds used for this project were partially derived from federal funds; therefore certain regulatory requirements will be included in the contract which are covered in the General Contract Conditions - HUD form 5370 EZ. Contractors must obtain the minimum insurance requirements, including workers’ compensation insurance and show evidence of such coverage before a contract will be executed.
VII. VALUATION CRITERIA The Greensboro Housing Authority reserves the right to accept or reject any or all proposals, or to waive any formalities. GHA may, at its option, decide to reject all proposals. GHA reserves the right to make an award based on the proposals for the software/system that in its determination best fits its needs and/or to negotiate further with one or more vendors. The vendor selected for the award will be chosen on the basis of greatest benefit to GHA, not necessarily on the basis of lowest price. To determine the vendors to further evaluate, the Authority will review and rank all proposals against the following weighted criteria.
Organization’s experience in this area – 20 points Customer references – 8 points Support methodology – 10 points Response to functional requirements – 20 points Response to technical requirements – 20 points Implementation complexity – 10 points Cost – 12 points
VIII. PROPOSAL SUBMITTAL ALL PROPOSALS MUST BE RECEIVED IN WRITING BY February 27, 2015 By 11:00 AM. Proposals may be submitted by mail or hand delivery in a sealed envelope to: Greensboro Housing Authority ATTN: Nancy Thomas 450 North Church Street Greensboro, NC 27401 An electronic copy of the proposal must be submitted to
[email protected]. Questions regarding the RFP or scope of work must be submitted by 1:00 P.M. on February 17, 2015. A list of questions received and their answers will be provided to each firm that requested a RFP package. Submit questions to
[email protected].
Addendum A Specifications/Statement of Work I.
Overview
GHA invites all interested vendors to submit proposals to provide software to meet the needs for a Document Management/Workflow System – paperless Electronic Document Management system. The proposed solution should address the key technologies and functionality, including but not limited to: Document Management File creation Document filing Document indexing Document and Data Linking File retrieval Electronic Records Management Retention and Disposition Schedules Policy Management Link policies with controls Link policies with sources Workflow Document routing Serial and parallel task flows Electronic forms Imaging Document Recognition Data Extraction Content Security Search Features Browsing/Folders Integration with Yardi Voyager, Microsoft Office products and software platform, Microsoft Outlook, Apple (IOS) software platform, Adobe Acrobat and mobile platforms. GHA plans to implement the selected system in its’ Housing Choice Voucher Program, Public Housing Program, Affordable Housing and Low Income Housing Tax Credit Programs, Financial Accounting, Real Estate Development and Capital Improvements, Executive and Administration (including Human Resources and Procurement) Departments.
GHA is seeking a solution that will address the key requirements for processes including document management, imaging, content security, search, and folders; and can address broader Enterprise Content Management requirements in the future. One of the key requirements is the proven ability to interface the proposed solution with our housing authority business software – Yardi Voyager. It is expected that all proposals include formal training and include qualified software support for three (3) years following successful implementation as determined by GHA.
II.
Current Environment Major Application Software Yardi Voyager Microsoft Office Microsoft Outlook Apple (IOS) Adobe Acrobat Users Housing Choice Voucher Public Housing Affordable & Low Income Housing Tax Credit Properties Finance Executive Human Resources Procurement Real Estate Development / Capital Improvement Maintenance
III.
Documents
GHA currently stores documents on and off site. Estimated documents on site to be included in document management system: A. Housing Choice Voucher Program: Current participants, current year: 3500 files Initial lease up: 100 pages per new admission (estimate 50 new admissions per year) Annual recertification: 90 pages per participant per year Annual inspection: 15 pages per inspection per year Other inspections: 15 pages per inspection per year Interim certification: 25 pages per interim Move: 20 pages per move, 40 per year Backlog Scanning: 3500 files Current participants: Last action plus permanent file documents: 250 pages per participant
B. Public Housing Property Management: Current residents: 2400 files Initial lease up: 100 pages per new admission (estimate 360 new admissions per year) Annual recertification: 90 pages per resident per year Annual inspection: 5 pages per inspection per year Interim certification: 25 pages per interim Eviction: 15 pages per eviction Moveouts: 350 per year 5 pages each Work Orders: 2,500 Monthly Backlog Scanning: • Current Residents: Last action plus permanent file documents: 250 pages per resident (2400 Files) • Work Orders: 90,000 pages (3 years) C. Finance: Payables: Checks - 3400 pages month • Purchase Orders – 900 pages month • Invoices – 900 pages month • Reports – 500 pages month Payroll: • Reports – 100 pages month • Timesheets – 22 pages month Journals: • Receipts and Journal Entries – 250 pages month • Backup • Reports Bank Reconciliation: • Bank Statements – 50 pages month
Backlog Scanning: 3 years – 5400 pages
D. Real Estate Development and Capital Improvements: 2000 pages per month possible • • • • • • •
Surveys/Testing-land surveys, soils testing Assessments- CNA, Environmental Title documents- warranty deeds, deeds of trust, deed restrictions Purchase agreements, opinion letters, LURAs Legal-partnership agreements, operating agreements, RFP/RFQs and responses Cost Estimations
• • • • • • • • • • • • •
Contracts-Specifications, bids, bid tabulations, award letters Site Plans Permits Presentations Reports Grant Information Private Activity Bond Documents-Resolutions, agreements, assignments Warranties Capital Fund-Annual and 5-year plans, revisions, LOCCS reports, payment vouchers: 50 pages annually Contracts-Request for bid, specifications, bid tabulations, award letters, HUD documentation: 50 pages per month Payroll Reports-Davis Bacon: varies- 6 per month avg Reports-Sec 3, MBE/WBE, SA Labor Vendor Insurance Tracking
Backlog Scanning: 30,000 pages E. Executive: 2000 pages per month • • • • • • • •
Legal Correspondence Board Matters / Minutes Resolutions Documents Contracts Grants Various Files
Backlog Scanning: 30,000 pages F. Administration (including Human Resources and Procurement): 1500 pages per month • • • • • •
Employee Files – 25 pages per new employee, 10 new employees year Employee Files – 15 pages per existing employee per year Insurance Files – 1000 pages annually Procurement Files – 5000 pages annually Grants – 5000 annually Correspondence – 5000 annually
Backlog Scanning: 20,000 pages Employee Files – 110 files @ 50 pages each Correspondence – 5000 pages Other – 9500 pages
IV.
GHA Objectives and Requirements
GHA’s key objectives for the project are:
Minimize or eliminate the use of paper in our key processes Automate and manage our key processes through configurable workflows Minimize or eliminate manual paper filing and retrieval tasks Ensure compliance with all regulatory, statutory and voluntary requirements Achieve demonstrable efficiencies of at least 20% across our key processes The following are requirements to achieve our objectives. If selected as one of the top 3 bidders, vendor must anticipate demonstrating any or all of the following: The proposed solution should use nonproprietary file formats (documents are stored in an "open" format allowing us to connect it to another system) and be scalable (system can support 1 user or 1,000 users without major changes.) Streamline the processing of documents and information, including the ability to automatically capture the following document types: inbound emails and attachments, faxes, scanned images, existing electronic documents, other paper documents such as: applicant, client, resident and landlord records, requisitions, inspections, quotes, invoices, vouchers, employee records, etc. and to store the captured objects (image/documents) by indexing into a single, electronic repository which allows the retrieval of the objects from anywhere via WAN, LAN, VPN, intranet or internet (any TCP/IP Route) Automatically link/associate documents with related documents and data (i.e. 50058’s or TIC’s with supporting documents) Provide an Enterprise Content Management System (ECM) solution integrated with core business and operations applications without requiring additional programming. Provide options for both programmatic and non-programmatic integration to other business and operations applications without requiring additional software. Provide direct access to documents from the display of business and operations applications (primarily, Yardi Voyager but others possible) through some form of application enabler. Provide automated generation of document ‘packets’ (i.e. recertification packets) Provide automated document checklists for key processes (applications, move-outs, etc.) with alerts and checklists for late/missing documents
Provide users with simple electronic access to documents, records and information using existing folder concepts. Provide our staff with access to documents from anywhere via WAN, LAN, VPN, intranet or internet (any TCP/IP Route). Print to any print device, a standard desktop or network printing service. Ability to import any document, report or other content that is printable from a Windows Application directly into the Document Management System Allow distribution of the captured objects via print, fax or email. Create quality images of handwritten or electronically created documents. Provide audit capabilities such as who viewed, deleted, changed, annotated, faxed, printed or re- indexed an object, where the user connected from, and when the user performed the action. Enabling filtering, searching and reporting for audits. Provide author, reviewer, approver and user/acknowledger roles (for eventual policy management) Provide complete audit trail of policy changes, user acknowledgements, exceptions Provide access control with internal security or Active Directory single sign on. Provide concurrent user licenses for accessing the Document Management System. Provide one (1) license for testing purposes for future use. Provide ability to create dynamic electronic forms to use as forms and as part of a workflow process. Provide scanning/imaging capability with automatic identification/recognition of different types of documents Provide extraction of information from scanned documents Provide desk-side electronic signature capture Provide remote access to documents for specific processes from an iPad or Android tablet with the ability to capture signatures electronically
Retrieval sorting requirements, depending on document to be retrieved, could include retrieval by name, social security number, tenant number, address, vendor name, employee name, journal entry number, last four digits of bank account number, action and document, including but not limited to the following specific tasks: Housing Choice Voucher Programs
New Lease Up o Application o Request for Tenancy Approval o Landlord documents o Verifications o Calculation worksheet o HUD Form 50058 o HUD Form 9886 o HUD Form 92006 o Rent reasonableness o Rent burden o Lease o HAP Contract Annual recertification o Personal Declaration o Verifications o Calculation worksheet o HUD Form 50058 o HUD Form 9886 o HUD Form 92006 Inspections o Annual • Letters/certifications/extensions • HUD FORM 52580 o Initial • Letters/certifications/extensions • HUD FORM 52580 o Special/complaint • Letters/certifications/extensions • HUD FORM 52580 o Quality control • Letters/certifications/extensions • HUD FORM 52580 Interim certification o Personal Declaration o Verifications o Calculation worksheet o HUD Form 50058 o HUD Form 9886 Move o Notice
o Request for Tenancy Approval o Landlord documents o Calculation worksheet o HUD Form 50058 o HUD Form 9886 o Rent reasonableness o Lease o HAP Contract Rent increase o Notices o Rent reasonableness o Rent Calculation o HUD Form 50058 o Lease o HAP Contract (if applicable) Termination o Termination letter o Termination documentation o Hearing letters Other forms o Vouchers and extensions o Birth certificates o Social security cards o Citizen forms o Reasonable accommodations Communication o Letters
Property Management Programs
New Lease Up o Application o Verifications o Calculation worksheet o HUD Form 50058 o HUD Form 9886 o HUD Form 92006 o Rent burden o Lease Annual recertification o Personal Declaration o Verifications o Calculation worksheet o HUD Form 50058 o HUD Form 9886 o HUD Form 92006 Lease o Rental Adjustment Addendums o Lease
o Lease Addenda • Tenancy Changes • Lease Modifications • Change of Lease • Lease Add • Lease Renewal Contracts • Utility Service Agreement • Smoke Free • Mold Prevention • Security Deposit Agreement • Lead Based Paint Disclosure o Lease Violations/Legal • Late Rent Requests • Repayment Agreements • Notices • Documented Incidents • Police Reports • Lease Violation Letters • Lease Violation Report Form • 3 Day for Compliance • Utility o Correspondence • Case Notes • Intake Notes • Original Letter (Project Based) o Eligibility • Social Security Cards • Photo ID’s • Citizenship Forms • Landlord/Professional References • Pet Information (Vet Records) • Disability / Reasonable Accommodation • Preference Verification – (Project Based) • Credit / Criminal Reports • Application Worksheet
Finance
Purchase Orders Invoices Payroll reports Payroll timesheets Journal spreadsheets Journal backups Journal reports Bank reconciliations Bank Statements
Real Estate Development / Capital Improvements Grant Documents Legal LIHTC Environmental Appraisals CNA Bond Financing Market Studies HUD Documents Blueprints/Site Plans Reports Insurance Documents Executive
Legal Correspondence Board Matters / Minutes Resolutions Documents Contracts Grants Various Files
Employee Files Insurance Files Procurement Files Grants Correspondence
Administration
Addendum B Fee Schedule Contractor shall furnish all facilities, labor, materials, equipment, and perform all work as specified on the Fee Schedule and Specifications: ITEM UNIT PRICE: Imaging system software and licensing $ ________________________________ Equipment $ _______________________________________________________ Installation and configuration $ ________________________________________ Training $ _________________________________________________________ 1st Year software maintenance $ ________________________________________ 2nd Year software maintenance $ _______________________________________ 3rd Year software maintenance $ _______________________________________ Other costs (describe below) $ __________________________________________ ___________________________________________________________________ ____________________ _______________________
Addendum C DESIRED SYSTEM FUNCTIONALITY LIST 1.
Document Imaging and Capture 1.1. Does your system provide the ability to handle documents of mixed types, sizes and conditions? 1.2. Does your system provide support for leading scanners and input devices? 1.3. Does your system provide image enhancement features? 1.4. Does your system provide the ability to capture color documents? 1.5. Does your system provide the ability to integrate with leading capture systems?
2. Indexing
2.1. Does your system support fielded indexing? 2.2. Does your system support full‐text indexing? 2.3. Does your system provide indexing from external data sources, in particular from our Housing Management system? 2.4. Does your system provide for auto‐fills of index values? 2.5. Does your system support bar coding, both generation of the barcode and creation of the barcode? 2.6. Does your system provide “heads up” indexing support for images, i.e. split‐ screen indexing, with image on one side and the index field on the other side? 2.7. Does your system provide automated data capture, i.e. zoned optical character recognition / intelligent character recognition support for index extraction, barcode recognition, etc., as well as manual indexing and data entry? 2.8. Does your system provide the ability to provide full audit trail for all changes to indexing information? 2.9. Does your system provide the ability to modify existing indexes? 3. Document Management 3.1. Does your system provide a single logical repository for documents (accessed by multiple users in multiple on‐site or remote locations? 3.2. Does your system provide the ability to store all object types, including document
images, document and desktop files, PDF, JPEG, TXT RFT, photos, videos, audio, email? 3.3. Does your system support check in/check out? 3.4. Does your system offer version control? 3.5. Does your system provide for annotations and redactions with security? 3.6. Does your system offer major and minor versions? 3.7. Does your system provide the ability to support published versions (finalized available for public viewing) versus non‐published versions (editable, only available to users with rights)? 3.8. Does your system provide a missing documents checklist? 4. Records Management 4.1. Does your system provide support for reliable retention of documents in accordance with relevant regulations/best practices? 4.2. Does your system provide the ability to ensure timely disposition (disposal) of documents in accordance with relevant best practices (keeping an audit of all record destructions, providing certifiable proof of destruction)? 4.3. Does your system provide the ability to notify administrators or managers when disposition or migration is called for? 4.4. Does your system provide the ability to define retention and disposition schedules (which are monitored to ensure compliance)? 4.5. Does your system provide the ability for users (with rights) to declare documents or content as records, add them to the records repository, and assign status to prevent destruction? 4.6. Does your system provide security over electronic records to ensure trustworthiness so it can be upheld in court, i.e. appropriate backups, security, version control, retrieval capabilities, access control? 5. Content Security 5.1. Does your system provide the ability to set security at the user and group levels? 5.2. Does your system provide the ability to limit what users can see and to do based on security level? 5.3. Does your system provide the ability to provide access to previous document versions, based on security? 5.4. Does your system provide the ability to maintain audit log for user changes (i.e. index or document changes)? 5.5. Does your system provide support for single‐sign‐on environments?
5.6. Does your system provide support for security access control down to the document and annotation levels? 6. Search 6.1. Does your system support search and retrieval from browser‐based interfaces? 6.2. Does your system support search and retrieval from thick and thin‐client interfaces? 6.3. Does your system provide the ability to support multi‐attribute search? 6.4. Does your system provide the ability to save searches and to share saved searches with other individuals, groups and departments? 6.5. If your system has notes capability, are they searchable as well? 7. Integration with Existing Systems/Applications 7.1. Does your system provide integration with Microsoft Office Suite? 7.2. Does your system integrate with our Yardi Voyager software at both the data and user interface levels? 7.3. Does your system provide documented, standards‐based application programming interfaces (APIs)? 7.4. Does your system integrate with Yardi Voyager’s letter and form generation module for automated filing and indexing? 8. Browsing/Folders 8.1. Do you allow the same document to be a member of multiple folders? 8.2. Can you replicate our existing physical file folder structure with sections depending on program type? (i.e. HCV, PH, FSS, Tax Credit, etc.) 8.3. If a document resides in multiple folders, is the document replicated or is it cross‐referenced? 8.4. Can folders and sub‐folders be auto created when new documents are added? 8.5. Can we search folders for a list of missing documents? 8.6. Can notes be added to folders? 8.7. Can folders be moved, copied and re‐ordered? 8.8. Can new folders be auto created based on dates? For example, a year 2015 folder will be created when we start the new year?
9. Workflow 9.1. Does your system provide the ability to support advanced routing logic within work processes? 9.2. Does your system support configurable workflows by program type (i.e. recertification process for PH vs HCV)? 9.3. Does your system provide the ability to route images, documents or work items based on any available index criteria? 9.4. Does your system provide the ability to support both serial and parallel routing? 9.5. Does your system provide the ability to generate notification for high priority, escalations, pending and overdue work items? 9.6. Does your solution provide the ability for users to draw from a shared queue of work tasks? 9.7. Does your solution provide the ability to integrate with other systems for notification of pending work tasks, i.e. email, etc.? 9.8. Does your system provide the ability for users to digitally sign a work item or document? 9.9. Does your solution provide the ability for users to specify delegates to complete their work tasks when they are unavailable? 9.10. Does your system provide visibility into different users’ tasks and workloads by managers for work balancing and metrics? 10. Licensing, Support and Maintenance 10.1. Is your solution offered as a service on a subscription basis as well as a perpetual license? 10.2. Will your organization provide software maintenance? 10.3. What is included in the standard maintenance contract? 10.4. Is maintenance provided by third parties or your own personnel? 10.5. How often does your organization update and upgrade the software? 10.6. How long are previous releases supported? 10.7. Are new releases backward/forward compatible? 10.8. Do you provide customer support? 10.9. What level of support do you provide? 10.10. What hours is your Technical Support department available for support? 10.11. How quick are the normal response times?
10.12. Will you provide off‐hours support? 10.13. What if we need to contact you after regular business hours? 10.14. How do you solve problem isolation and identification procedures? 10.15. What are your problem escalation procedures? 10.16. How do you release new software versions and updates? 10.17. How are these new releases installed? 10.18. How often is the typical release cycle? 10.19. Is any third‐party software included in the system that is being proposed? 10.20. Does your system provide on‐line help? 10.21. Does it provide it at the field entry level? 10.22. Does your system provide a way for customers to create their own on‐line help? 10.23. What documentation is provided with your system: user, administration, operational? 10.24. What format is the documentation in? 10.25. Does your system have a backup/restore utility? 11. Training 11.1. Is training provided as part of the system? 11.2. Where is the training conducted? 11.3. What administrative training is required? 11.4. What user training is required? 11.5. What training courses are recommended before implementation? 12. Hardware Requirements 12.1. Where will the primary software (i.e. main database) be installed (server, web‐based server, individual PC’s)? 12.2. What are the specifications for the server, if applicable? 12.3. What are the hardware (server, storage, scanner, other) requirements? 12.4. What are the Third Party software requirements, (Server OS, Database, capturing software), for the initial projects?
12.5. Does the software have a client side? 12.6. If so, does each client need to be upgraded with each software release? 12.7. Can the software be upgraded / installed automatically? 12.8. Is consulting included as part of the purchase price? 12.9. What consulting is covered? 12.10. How many hours of consulting are included? 12.11 At what level can you recover: system, module, index, other? 12.12. How are installation and initial set-up handled?
