Final Acceptance Testing:

Contractor shall perform a final acceptance test to verify that the day-to-day operation of the system in the Owner environment is in accordance with all requirements and can be maintained over an extended period of time. This period can begin after total system cutover and shall last for a period of not less than 30 consecutive days. The “In-tolerance” performance of the system during this 30-day period shall not drop below a 99.5% “uptime”, excluding force majeurs. If the above stated “In-tolerance” system performance limits are exceeded during the final acceptance test, then Contractor shall make the needed changes and the acceptance test shall be repeated, until 30 consecutive days of “in-tolerance” performance occurs.

C.44 Warranties:

a. System Performance Warranty. Manufacturer shall warrant to the Owner that the CRMS applications will perform in a manner consistent with the intent of this specification.

b. Materials and Workmanship Warranties:

Contractor shall warrant to OWNER that all materials and work furnished under this contract shall be new, of the latest design, of good quality, free of defects, and in conformance with the Contract Documents. All materials and work not in conformance with the Contract Documents shall be replaced free-of-charge to OWNER during the base-offer warranty period.

c. Base-Offer Warranty Period:

All UPDATE-RELEASES, REVISIONS, AND NEW VERSIONS (i.e., product update-releases, revisions, and new versions for a period of one (1) year after the full acceptance of the CRMS software shall be made available to the Owner without additional charge.

d. Extended Maintenance Agreement:

Contractor shall include in its Offer an option for extending warranty (or maintenance agreement) for four (4) additional years, quoted in one (1) year increments. The level of support in years 2 through 5 is to equal or exceed the system support of the warranty embedded in year

Contractor shall describe all details of their proposed maintenance agreement and sustainment plans to their offered. Contractor will provide a letter from the manufacturer that the systems (products) proposed will be supported for seven (7) years from the date of OWNER acceptance.

e. General:

Contractor shall provide preventive support and emergency support at the OWNER’s location, and as follows:

 Preventive Maintenance. Contractor shall perform all preventive maintenance per the Manufacturers’ recommendations during the base-warranty period.

 Exhibit Maintenance Coverage. Owner shall have the option of selecting full post-warranty maintenance coverage by the Contractor versus Owner-supplied maintenance for individual system components such as:

 The primary system components (e.g., cabinets, power supplies, central processors and control units)

 Parts availability, including emergency distribution from the Contractor’s parts depot, shall not be adversely affected by OWNER’s selection of self-maintenance for a component(s) of the System.

 Should the owner purchase a system which includes server hardware, the contractor will include in the cost of the server manufacturers service agreement (generally referred to as a service pack). This server support should be available for a period of 24 hours/7 days a week, with a three hour on site response time. The cost of this coverage shall cover a period of three years.

C.45 TRAINING

CRMS Training Program:

A training program for administrative, technical and user personnel shall be provided. Training should address, classroom on-site training for multiple students as well as “Train, Trainer” liaison If the Owner selects the full maintenance agreement option then the vendor shall make available training costs for OWNER use 12 months after acceptance. Proposer to state number of class hours, type of training, and specific topics covered as well as any minimum or maximums to class size.

Training Classes:

Vendor shall make provisions for a training program for each category at the Owner site. On-site training (as a minimum) shall include the following categories:

Technical Staff:

Training shall be provided to fully familiarize System Support Staff with all aspects of the applications software, including the structure of the applications, tables utilized, all network communications and settings, plus other similar information. The training plan and training documentation shall be approved at a reasonable time after notice to proceed, but before Final Design Review. The trainer for this course shall be a qualified Technical System Administrator. All training shall be on-site. Computer Based Training modules shall be available for all major training elements.

Administrative Management:

Training program for five (5) Owner administrative personnel, which shall establish the fundamental operational principles of the system and the specific means provided for system administrative personnel to configure, utilize, and monitor system operation and performance.

Also to include the implementation of CRMS policies, escalation procedures, and usage of system generated reporting functions.

Training Documents:

The Vendor shall furnish all materials, books, and other training aids for each student.

C.46 Maintenance

Contractor shall provide a description of specific objectives regarding the maintenance of the proposed system and the response times.

C.47 Installation

Contractor shall be responsible for performing the necessary installation and cutover for the total system (hardware [if applicable] and software) in conjunction with the OWNER’s designated IT Staff.

C.48 Documentation

Contractor shall provide documentation for the system. This documentation shall include a data flow diagram which will detail the path of the data from the server to the desktop computer and be inclusive of any other pathways (e.g. printing, email etc.). This document shall be graphic in

nature and also include a descriptive section in plain text. As a minimum, documentation shall include a data dictionary. This documentation shall be updated as changes occur and shall be adequate to provide for operation, installation, and maintenance.

C.49 Response Time

On-site or remote access response time by the Contractor (by technically trained personnel) for support of the specified system shall be no more than two (2) hours during the time period of 6:00 a.m. – 7:00 p.m., Monday – Friday and Saturday; and 8:00 a.m. - 5:00 p.m., after

notification of a requirement for assistance. Contractor shall also provide telephone/e-mail access to the Owner’s technical representative immediately after the initiation of an event. This applies during the warranty and maintenance period. Contractor shall make all reasonable efforts to prevent interruptions of service. When interruptions occur, Contractor shall re-establish service with the shortest possible delay. Contractor shall inform Owner as soon as possible of any occurrence of an unusual nature, which may result in prolonged, or serious interruption of service. OWNER permission is required prior to any contractor-initiated outage.

C.50 Quality Assurance

Vendor to provide a quality assurance plan that addresses application development, testing, and implementation.

PART D

PROPOSAL FORMAT

D.1 Proposal Organization

The proposal shall be organized in conformance with the format detailed below. Excluding the required attachments in Part F of this Request for Proposal (RFP), every effort should be made to keep the proposals concise, straightforward and non-repetetive. Six (6) copies of each proposal shall be submitted.

D.2 Cover Letter

Each proposal should contain a cover sheet that clearly states the firm, point of contact and detailed information for that contact (Name, Title, Address, Phone Number and Email Address of contact.) If the bidder is a certified Disadvantaged Business Enterprise (DBE) or a small business (SBE), it should be noted in the cover letter. The U.S. Small Business Administration (SBA) website at sba.gov will be used to define a small business based on the NAICS code of the particular bidder.

D.3 Background and Experience - Firm

This section should provide a description of the firm’s background and history as it pertains to CRMS technology implementation, using Part C, Scope of Work, as a guide. A description of the firm’s experience on similar contracts should be provided. At least three (3) references, in the transit industry (if possible), should be provided.

As a minimum requirement, Contractor shall provide a list of projects, which indicate that Contractor has performed in successfully meeting past and present contract requirements. The list shall include the following items:

 Project Description

 Company, Government Agency, and Transit Experience

 Name and Telephone Number of Contracting Agency representative

 Performance Dates

 Dollar Value of Final Award

D.4 Organizational Staffing/Schedule

The proposal should include an organizational chart of staffing. The proposal should include resumes that clearly state the abilities, specialties and related experience of the individuals assigned to this project, including subcontractor employees, if applicable. The proposal should also address the anticipated workload of the individuals assigned to this project and the expected schedule for implementation post-contract-award.

D.5 Approach/Solution Description

The proposal should include a response to the scope of work and its required elements with detailed plans on how the services will be provided as well as anything that your software solution would do for this project that might set it apart from other firms. Contractor shall address in detail each section and subsection of this specification as part of their response to this RFP. This section should provide a physical description of all required and/or provided hardware and software. The software solution and the capabilities of the proposed system should be described. Any unique or important information regarding the proposed software should be described. Contractor shall indicate that they “understand and will comply” to all sections and subsections which the Contractor does not take exception to as part of its Base-Offer. Should the Contractor decide to take exception to any provision of any section or subsection, Contractor shall so indicate in its response to that particular section.

D.6 Price Information

The proposal must include pricing information in accordance with the guidance provided on the pricing form included as the next page. Firms or individuals that respond are required to respond to each Scope of Work section. Respondents must list specific itemized fees for all costs.

TANK reserves the right to make any and all decisions it feels is in its best interest regarding all pricing proposals.

D.7 Schedule

Provide a detailed schedule for implementation, including dates for deliverables and important milestones, such as: Design Review, Installation, Testing, Training and System Launch.