HELP DESK SOFTWARE
REQUEST FOR PROPOSAL
2004 November 08 Issued by: The Thames Valley District School Board #397-05M Return Date: prior to12:00:00 noon local time, 2004 December 01
SECTION 1.1 PURPOSE . . . 2
2.0 TERMS AND CONDITIONS OF THIS RFP SECTION 2.1 RETURN LOCATION . . . 2
SECTION 2.2 IMPORTANT DATES . . . 2
SECTION 2.3 QUESTIONS/REGISTRATION/ADDENDA . . . 3
SECTION 2.4 DEMONSTRATION . . . .3
SECTION 2.5 DEFINITIONS . . . 3
SECTION 2.6 GENERAL CONDITIONS . . . 4/5 SECTION 2.7 QUALITY . . . 5
SECTION 2.8 CANCELLATION OF CONTRACT / LOSS OF SERVICE . . . 6
SECTION 2.9 FREEDOM OF INFORMATION AND PROTECTION OF PRIVACY ACT . . . 6
SECTION 2.10 HUMAN RIGHTS AND CHILD LABOUR LAWS . . . 6/7 SECTION 2.11 HEALTH, SAFETY REGULATIONS . . . 7
SECTION 2.12 WORKPLACE SAFETY AND INSURANCE BOARD . . . 7
SECTION 2.13 COMMERCIAL LIABILITY INSURANCE . . . 7/8 3.0 RFP AWARD SECTION 3.1 EVALUATION PROCESS . . . 8
SECTION 3.2 AWARD AND NOTIFICATION OF CONTRACT . . . 8
4.0 PRICING/TAXES/DELIVERY/PAYMENT SECTION 4.1 PRICING . . . 8
SECTION 4.2 TAXES . . . 9
SECTION 4.3 F.O.B POINT. . . . 9
SECTION 4.4 DELIVERY AND ORDERING . . . 9
SECTION 4.5 INVOICING PAYMENT TERMS . . . 9
5.0 SPECIFICATIONS / REQUIREMENTS SECTION 5.1 FUNCTIONAL REQUIREMENTS . . . 9/10 SECTION 5.2 IMPLEMENTATION . . . 10
SECTION 5.3 SAMPLES . . . 10
SECTION 5.4 TRAINING . . . 10
SECTION 5.5 MANUALS . . . 10
SECTION 5.6 WARRANTY AND MAINTENANCE . . . 10/11 6.0 BIDDER RESPONSE GUIDELINES SECTION 6.1 STRUCTURE . . . 11 SECTION 6.2 BIDDERS’ RESPONSE . . . 11/12
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7.0 BIDDER PROFILE
SECTION 7.1 REFERENCES . . . 12
SECTION 7.2 ADMINISTRATION & ORGANIZATION . . . 12/13 8.0 BIDDER RESPONSEFORMS AND ELECTRONIC INSTRUCTIONS SECTION 8.1 SIGNATURE PAGE . . . 14
SECTION 8.2 ELECTRONIC BID INSTRUCTIONS . . . 15
SECTION 8.3 LABELLING INSTRUCTIONS - ENVELOPE AND DISKETTE . . . 16
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1.0 INTRODUCTION
The Thames Valley District School Board (hereafter referred to as the TVDSB) invites interested parties to submit sealed submissions in response to this Request for Proposal. The Thames Valley District School Board is one of the largest public school boards in the province of Ontario. The TVDSB is the employer of approximately 8,000 staff and operates 184 schools with an estimated enrollment of 87,000 students. The TVDSB is comprised of all public schools within the municipalities and counties of Elgin, Middlesex, and Oxford.
SECTION 1.1 PURPOSE
1.1.1 To provide a Help Desk Management System for the Information Technology Department within the Thames Valley District School Board. This software is expected to provide all aspects of a help desk management system including: recording and tracking requests for service, recording technical problems and solutions, dispatching mechanisms for service requests, building a knowledge base of solutions and providing historical information and reports. See Appendix C for complete specifications.
1.1.2 To utilize a centralized Windows 2003 Server, all data will be maintained on a centrally-located Windows 2003 server with access from any TVDSB location through the Board’s Intranet (private wide-area network) using a Web Browser.
1.1.3 System hardware will be the responsibility of the TVDSB. See Appendix B for guidelines as to the appropriate hardware configuration for this system. Details must be included in Appendix B.
2.0 TERMS & CONDITIONS OF THIS RFP
SECTION 2.1 RETURN LOCATION2.1.1 Sealed Proposals must be returned to: “Tenders Clerk,”
Tenders Clerk’s box, Main Floor Reception, Education Centre Thames Valley District School Board,
P. O. Box 5888, 1250 Dundas Street London, Ontario, N6A 5L1
2.1.2 The RFP envelope must show the proposal name, number, return date and time (as set out in Section 8.3 Labelling Instructions).
2.1.3 The proposal submission must be returned to the “Tender Clerk” for your Proposal submission to be accepted. 2.1.4 Delivery to the Tenders Clerk is the responsibility of the bidder.
SECTION 2.2 IMPORTANT DATES
2.2.1 ISSUE DATE: 2004 November 8
2.2.2 QUESTIONS: Monday, 2004 November 15
2.2.3 ANSWERS TO QUESTIONS: Thursday, 2004 November 18
2.2.4 RETURN DATE and TIME: prior to 12:00:00 noon local time, Wednesday, 2004 December 01
2.2.5 DEMONSTRATION: Tentative Dates: 2004 December 08, 09, 14, 15 and 16. Bidders will be notified after the proposal closing of scheduled date and time
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SECTION 2.3 QUESTIONS/REGISTRATION/ADDENDA
2.3.1 An intent to submit a bid should be registered with Supply Management by fax by Monday, 2004 November 15.
Only registered bidders will receive questions and answers by Thursday, 2004 November 18. An intent to submit a bid form is included in this document. See Section 8.4
2.3.2 All questions pertaining to this Proposal should be addressed to: Cheryl MacKenzie, by Fax (519) 452-2399 no later than Monday, 2004 November 15. After this date no further inquiries, concerns or questions may be submitted. The TVDSB reserves the right to distribute in writing to all other registered bidders a notice of content of any inquiry and the TVDSB’s response, by facsimile if any. All questions pertaining to this Request for Proposal must be submitted in writing.
2.3.3 Questions concerning the terms and conditions of the Request for Proposal whether made orally or in writing, to any individual other than indicated below may, at the sole discretion of the TVDSB, render your submission
noncompliant. Only registered bidders (see Intent to Submit a Bid Form - Section 8.4) will receive questions and answers by facsimile. Direct questions in written form only to: Cheryl MacKenzie (519) 452-2399. The TVDSB will only be bound by written answers to questions.
2.3.4 Should questions raised by a bidder necessitate an addendum to this Request for Proposal, each registered bidder will receive the addendum by facsimile. Any addendums will also be posted to our Web Site at
www.tvdsb.on.ca/Purchasing/Download Tenders and Quotations/#397.
SECTION 2.4 DEMONSTRATION
2.4.1 Qualified bidders will be required to do a live demonstration of the software proposed at our location or through the Internet or Video Conferencing, at its own expense. No bid alterations will be allowed. The demonstration must show how each of the three different groups of users will access and use the system. Our three (3) groups are: Our clients, the Help Desk Staff and other ITS support staff (which includes Field
Technicians, level 2 support staff and management staff). The demonstrations should include: • Entry of a Request for Service
• Assignment to a Technician • Request for Service Tracking • Escalation of a Request for Service • Query by client the request status • Closing a Request for Service • Searching knowledge base
• Searching Frequently asked questions • Running a report
2.4.2 Bidders must be prepared to provide a live demonstration on one of the following dates:
Tentative Dates: 2004 December 08, 09, 14, 15 and 16. Bidders will be notified as to their schedule time and date after proposal closing.
SECTION 2.5 DEFINITIONS
2.5.1 The following words are used throughout this RFP and bidders should note these conditions when completing their proposal submission.
2.5.1.1 The word “MUST” - Bidders “must” include the required information in proposal submission. Failure to include the required information will deem submission noncompliant.
2.5.1.2 The word “SHOULD” - Bidders “should” include the required information in proposal submission. 2.5.1.3 The word “NONCOMPLIANT” - Bids will be eliminated from further evaluation if the submission does
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SECTION 2.6 GENERAL CONDITIONS
2.6.1 Any response submitted to the Proposal is IRREVOCABLE for 180 days.
2.6.2 A bidder who has already submitted a bid may submit an addendum in writing and signed by the bidder at any time up to the official closing time. (No facsimiles shall be accepted). The last submission shall supercede and invalidate all previous submissions by that bidder as it applies to this proposal. Addenda must be submitted to the Tenders Clerk Box in the same manner and within the same time constraints as the proposal submission. 2.6.3 A bidder may withdraw the bid at any time up to the official closing time by letter bearing his/her signature and
seal as it is in the submission. Withdrawal requests received after the closing date shall not be permitted. Submission withdrawals must be submitted to the Tenders Clerk box in the same manner and within the same time constraints as the proposal submission.
2.6.4 The issuance of this call for proposal shall not constitute any obligation on the part of the TVDSB to any firm or individual who submits a proposal.
2.6.5 The bidder shall have satisfactorily fulfilled all relevant obligations as required under the terms and conditions of any previous award in order to be considered as an acceptable bidder.
2.6.6 The laws of the Province of Ontario shall govern in any dispute occasioned through the performance or nonperformance and/or workmanship of this proposal.
2.6.7 The TVDSB reserves the right to withdraw the award of the contract to a successful bidder(s) within 30 days of the award if in the opinion of the TVDSB the successful bidder(s) is unable or unwilling to enter into a form of contract satisfactory to the TVDSB. The TVDSB shall be entitled to do so without any liability being incurred by the TVDSB to the bidder. The TVDSB shall be at liberty to award the contract to the bidder who scored the next highest score in the evaluation process.
2.6.8 The lowest or any Proposal submission may not necessarily be accepted. The TVDSB reserves the right to decline any or all Proposal submissions, or to cancel the Proposal call in whole or in part at any time prior to making an award, for any reason, or no reason, without liability being incurred by the TVDSB to any bidder for any expense, cost, loss or damage incurred or suffered by the bidder as a result of such withdrawal.
2.6.9 All costs associated with the preparation of the Proposal will be solely the responsibility of the bidder.
2.6.10 The TVDSB reserves the right to decline or purchase one or all items in this Proposal from one supplier or from multiple suppliers.
2.6.11 All of the terms and conditions of this Proposal are assumed to be accepted by the bidder and incorporated into the bidder’s proposal submission. It is the TVDSB’s intention to issue a Purchase Order when establishing a contract with the successful bidder(s). Any conflict in the wording of the bidder’s sale agreement and the wording of the terms and conditions of this proposal, shall be resolved in favour of the TVDSB and shall be deemed to be incorporated into the bidder’s sale agreement.
2.6.12 The successful bidder(s) shall not at any time subcontract any portion of its contract with the TVDSB nor shall it assign the contract without the written permission of the TVDSB. The successful bidder(s) shall not, at any time, change subcontractors approved by the TVDSB without written permission of the TVDSB.
2.6.13 While the TVDSB has used considerable efforts to ensure an accurate representation of information in this proposal, the information contained herein is contained solely as a guideline for bidders. The information is not guaranteed or warranted to be accurate by the TVDSB, nor is it necessarily comprehensive or exhaustive. Nothing in this proposal is intended to relieve bidders from forming their own opinions and conclusions in respect to the matters addressed in this proposal.
Page 5 2.6.14 Any proposal submissions which do not strictly comply with the provisions, procedures and requirements of this
proposal, or are incomplete, ambiguous, or which contain errors, alterations, misleading information, omissions, or irregularities of any kind, may be rejected and disqualified at the discretion of the TVDSB. All bidders agree to provide all such additional information if, and when requested, at their own expense, provided no bidder in supplying any such information shall be allowed, in any way to change the pricing or other cost quotations originally given in its proposal submission or in any way materially alter or add to the solution originally proposed. 2.6.15 All TVDSB policies, procedures and regulations must be adhered to by the successful bidder(s).
2.6.15.1 Smoking is prohibited in all TVDSB buildings and on all TVDSB property.
2.6.15.2 Some TVDSB sites are equipped with video surveillance cameras. The locations will be shared with the successful bidder(s).
2.6.15.3 The successful bidder(s) is obliged to cooperate with all recycling and environmental procedures and initiatives established by government, the TVDSB and each school.
2.6.16 The successful bidder(s) will reimburse the TVDSB for any damages through negligence or willful acts of any of the successful bidder(s) employees or contracted staff.
2.6.17 The successful bidder(s) and their employees shall not be considered TVDSB employees and shall not represent themselves as an agent of the TVDSB nor be eligible for any of the benefits provided to TVDSB employees.
2.6.18 The TVDSB reserves the right to demand the removal of any successful bidder’s employees engaged in this contract if, in the TVDSB’s opinion, their conduct has been of an unacceptable nature.
2.6.19 The successful bidder warrants that all products and services to be provided to the TVDSB, as outlined in the proposal, are proprietary to the successful bidder or its third party supplier. The successful bidder further warrants that it has the right to provide all products and services and such products and services do not infringe upon the intellectual property rights of any person. The successful bidder shall indemnify and save the TVDSB harmless from any breach, violation or infringement of copyright, trademark, patent or industrial design and shall, at its sole expense, be obliged to defend against an action arising from any alleged violation or infringement of copyright, trademark, patent or industrial design.
2.6.20 This proposal is being issued pursuant to the TVDSB’s Supply Management Policies and Procedures. 2.6.21 The acceptance of the proposal by the successful bidder and the award of the contract contemplated by this
Request for Proposal is subject to approval of the Board of Trustees.
SECTION 2.7 QUALITY
2.7.1 Unless otherwise specified supplies and services must be new items, in good condition, fit for the purpose for which they are being acquired and free from defects. The decision of the TVDSB pertaining to items being rejected is final.
2.7.2 Any material, equipment, service or work ordered, which in the opinion of the TVDSB, does not completely fulfill the specifications, must be removed and/or completed at the expense of the successful bidder(s) and be replaced immediately with the material, equipment, services or work that fulfills the specifications or sample quality.
2.7.3 The successful bidder(s) will carry out all work to the satisfaction of the TVDSB. All trade work to be performed by appropriately certified staff.
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SECTION 2.8 CANCELLATION OF CONTRACT / LOSS OF SERVICE
2.8.1 The TVDSB reserves the right to terminate this contract with 30 days written notice if, in its opinion, the
successful bidder(s) fails to meet the terms and conditions of the contract. Notwithstanding the termination of the contract, the successful bidder(s) shall remain responsible for its obligations under this contract up to the date of termination. The TVDSB reserves the right to commence an action in a court of competent jurisdiction against the successful bidder(s) for damages that result from the breach of the terms and conditions of the contract, by the successful bidder(s).
2.8.2 The TVDSB shall have the right to retain and set off from any monies payable to the successful bidder(s) under the contract the total outstanding amount from time to time and for all damage claims by the TVDSB or any third parties arising out of this contract which have not been resolved by the successful bidder(s) or its insurer. 2.8.3 The TVDSB reserves the right to withhold monies owing under a contract to the value of the obligation to a
maximum of the monies owing to the successful bidder(s) for any indebtedness of the supplier that may impact on the TVDSB.
2.8.4 The successful bidder(s) shall be responsible for ensuring continuous delivery of the goods and services in the event of a labour disruption by either, the successful bidder(s), the TVDSB’s staff or third party interruptions. 2.8.5 In the event that the successful bidder(s) becomes insolvent, and/or the successful bidder(s) is unable or
unwilling to provide the contracted service for a period of more than 30 consecutive days during the period of the contract, the TVDSB shall have the right to replace the successful bidder(s) with another service provider suitable to the TVDSB in addition to all of its other rights pursuant to the term of this Proposal.
SECTION 2.9 FREEDOM OF INFORMATION AND PROTECTION OF PRIVACY ACT
2.9.1 Bidders agree that all documentation and information contained in any Proposal submissions and any addendum that becomes the property of the TVDSB shall be subject to disclosure pursuant to an application pursuant to a Municipal Freedom of Information and Protection of Privacy Act request for disclosure. Notwithstanding that a proposal submission or an addendum may contain a trade secret of the bidder, intellectual property rights of the bidder, or scientific, technical, commercial, pricing or other financial or labour relations information or any other similar secret. A bidder specifically consents to the disclosure of any and all information contained in their proposal or any addendum pursuant to a request for disclosure pursuant to a Municipal Freedom of Information and Protection of Privacy Act and such consent shall be considered a consent given pursuant to Subsection 10(2) of the said Act. Notwithstanding the aforesaid, the bidder assigns all right, title and interest that it has in the Proposal, and any addendum to the TVDSB, including the right to copy and/or publish the same as the TVDSB sees fit, notwithstanding that no request for disclosure is made pursuant to the Municipal Freedom of Information and Protection of Privacy Act.
2.9.2 All bidders agree not to disclose any information provided by the TVDSB in this Request for Proposal to any third party without the written consent of the TVDSB.
SECTION 2.10 HUMAN RIGHTS AND CHILD LABOUR LAWS
2.10.1 Any infringement on human rights, but namely those of children, is of considerable concern to the TVDSB. Bidders wishing to do business with the TVDSB are asked to promote the purchase of goods from companies that operate in full compliance with the laws of their respective countries and with all applicable child labour laws, rules and regulations related to hiring, wages, hours worked, overtime and working conditions.
2.10.2 Bidders should attach a statement to this competitive bid indicating your firm’s policy and present practices and procedures in place to encourage promotion of this objective.
Page 7 2.10.3 For Bidders information the web site address of the International Labour Organization and its objectives toward
the abolition of child labour is:
http://www.ilo.org
http://www.ilo.org/public/english/comp/child/policy/towards.htm SECTION 2.11 HEALTH, SAFETY REGULATIONS
2.11.1 All equipment requiring approval (Hydro One, C.S.A., ULC, etc.) shall be completely assembled and shall bear label showing approval of assembly prior to delivery. The TVDSB shall not accept any equipment that has not been inspected and approved. If not so approved, the TVDSB reserves the right to invoice the successful bidder(s) for the cost of certification/replacement.
2.11.2 Every person who supplies any machine, device, tool, equipment or service to the TVDSB shall ensure that the machine, device, tool, equipment or service complies with the OccupationalHealth and Safety Act and
Regulations of Industrial Establishments. The “Burden of Proof” rests with the supplier.
2.11.3 The Ministry of Education and Training and the Ministry of Health provides regulations specifying which substances/ products are not acceptable. If applicable, the successful bidder(s) must supply MATERIAL SAFETY DATA SHEETS providing us with the breakdown of components for any products used in our facilities. 2.11.4 The Occupational Health and Safety Act describes the responsibilities of an employer. The TVDSB requires
contractors maintain procedures, training and enforcement so that the responsibilities are carried out at our workplace. The contract shall abide by and strictly adhere to the regulations and conditions set out and laid down by the most current versions of the Occupational Health and Safety Act, 1990, Chapter 0-1. Their workers must be trained in WHIMS in accordance with Occupational Health and Safety Act Regulations. They must adhere to all of the TVDSB’s Health and Safety Policy, Procedures and Guidelines and Municipal Bylaws.
SECTION 2.12 WORKPLACE SAFETY AND INSURANCE BOARD
2.12.1 The successful bidder(s) must ensure that all work performed to meet the obligations of this proposal is covered by the Workplace Safety & Insurance Board.
2.12.2 The successful bidder(s) shall furnish a Certificate of Clearance from the Workplace Safety & Insurance Board as evidence that he has made all returns and paid all necessary assessments as required or levied by the
Workplace Safety & Insurance Board. The Certification is to be furnished prior to commencement of work. The successful bidder(s) further agrees to maintain that good standing throughout the contract period. It is therefore the responsibility of the Contractor to ensure that the Workplace Safety & Insurance Board Certificate is updated every sixty (60) days.
SECTION 2.13 COMMERCIAL LIABILITY INSURANCE
2.13.1 Each bidder shall show proof with the submission of this bid, and annually thereafter for the term of the contract, that upon the award of this contract that it will be covered by Commercial Liability Insurance with coverage limits of $1 million per occurrence for liability arising at law for damages caused by reason of bodily injury (including death) or damage to property by employees or subcontractors. If the bidder does not presently have $1 million per occurrence of Commercial Liability Insurance coverage, the bidder should provide a written assurance from his insurer or agent on the insurer or agent’s letterhead that liability insurance limits will be increased to $1 million per occurrence from the commencement of the contract and annually thereafter for the term of the contract, should the contract be awarded to the bidder. This liability policy will contain coverage for:
Personal Injury & Property Damage Non-Owned Automobile Liability
Owners and Contractors Protective Coverage Contractual Liability
Page 8 2.13.2 Upon an award to the successful bidder(s) by the TVDSB, the successful bidder(s) shall be required to submit
certification in a form satisfactory to the TVDSB of the above-mentioned coverage to protect the TVDSB against claims for property damage and personal injuries, including accidental death, caused by the successful bidder(s) or its employees or subcontractors during the performance of its obligations under the contract. The certification submitted must show the coverage limits and the type of coverage.
2.13.3 The successful bidder(s) agrees to indemnify, hold harmless and defend the TVDSB from and against any and all liability for loss, damage and expense, which the TVDSB may suffer or for which the TVDSB may be held liable by reason or injury (including death) or damage to any property arising out of negligent or wilful acts on the part of the successful bidder(s) or any of its representatives or employees or subcontractors in the execution of the work performed or from defects in the equipment supplied.
3.0 RFP AWARD
SECTION 3.1 EVALUATION PROCESS
3.1.1 An evaluation committee will be established to evaluate proposals.
3.1.2 All proposals will first be evaluated on their compliance with the requirements of this Request for Proposal. 3.1.3 All compliant proposals will be evaluated by a TVDSB evaluation committee based on the following evaluation
criteria:
3.1.3.1 Ability to supply the requirements identified in Appendixes and other relevant sections. 3.1.3.2 Total Life Cycle Costs
3.1.3.3 Ease of use and functionality for appropriate staff.
3.1.3.4 Operation, service, support, implementation and warranty of the solutions and its various components.
3.1.3.5 Administration organization and staffing. 3.1.3.6 Financial standing and stability.
3.1.3.7 Technical/Network Architecture
3.1.3.8 Bidders’ relevant experience of similar projects and References 3.1.3.9 Demonstration
3.1.3.10 Freedom from potential legal liabilities which would have an impact on the ability of the bidder to complete the agreement.
3.1.4 Compliant bidders may be requested to make a presentation of their proposal for clarification only. No alteration of your submission will be permitted. Notification will be given to qualified bidders as to the time and place. The presentation shall be at the expense of the bidder.
SECTION 3.2 AWARD AND NOTIFICATION OF CONTRACT
3.2.1 The results of this proposal will be posted to the TVDSB Web Site as soon as decisions have been made. See
www.tvdsb.on.ca/Supply Management/Download Proposals & Quotations/#T397 - click on “Results”
4.0 PRICING/TAXES/DELIVERY/PAYMENT
SECTION 4.1 PRICING4.1.1 All charges must be included in the cost of the item. Prices quoted must be for goods and services exactly as specified and in Canadian Funds, unless otherwise indicated. Prices must remain firm for 180 days from the proposal closing date.
4.1.2 Prices must include delivery. F.O.B. destination. NO AWARDS WILL BE MADE TO FIRMS QUOTING FREIGHT EXTRA.
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SECTION 4.2 TAXES
4.2.1 GST and PST: Where applicable, Goods & Services Tax, and Provincial Sales Tax must be shown separately as extras on all invoices in accordance with Canadian and Provincial Government regulations.
SECTION 4.3 DELIVERY & ORDERING
4.3.1 Delivery will be directly to our Education Centre.
4.3.2 The lead time shown shall be used to calculate delivery dates on our purchase orders and to monitor your company’s performance. The lead time should be met. Time is of the essence; it is one of our criteria considered in the decision and award of this contract and for future contracts.
4.3.3 The successful bidder(s) bears the risk of loss with respect to equipment until delivery and/or installation is complete.
SECTION 4.4 INVOICING/PAYMENT TERMS
4.4.1 All invoices must be sent to the Thames Valley District School Board, 1250 Dundas Street, P.O. 5888, London, Ontario N6A 5L1. Attention: Accounts Payable.
4.4.2 Applicable taxes must be shown as separate line items on all invoices.
4.4.3 Bidders should indicate any specific payment terms. It is generally expected that payment will be 45 days from receipt of invoice.
4.4.3.1 Bidders should state percentage discount for early payment and net payment terms.
5.0 Specifications / Functional Requirements
SECTION 5.1 FUNCTIONAL REQUIREMENTS
5.1.1 The proposals functional requirements are detailed in the Appendix B and C.
5.1.2 For each requirement as described in Appendix B and C bidders must place a response in the appropriate column.
5.1.3 The successful bidder(s) must have the proprietary right or license to use software being provided or imbedded in the hardware that is being provided.
5.1.4 The following definitions are used in the Appendixes:
5.1.4.1 Complies: The system fully meets the requirement and is installed in at least three customer sites. 5.1.4.2 Deviates: The system partially or fully meets the requirement in some fashion. For each B response,
describe what specifically is and is not available. Also indicate how the system would achieve the requested functionality.
5.1.4.3 Planned - In Development: State Date Available.
When detailing the availability date, this will be a general release date. Full documentation upon delivery
must be available. 5.1.4.4 Not planned.
Page 10 5.1.5 Full specifications and literature must be included with the proposal and should be numbered using the same
numbering scheme as the Request for Proposal. (Ex. Appendix A - A1). Any additional functionality which is available in the software and has not been specifically requested in this proposal should be identified in Appendix B - B 20 and Appendix C - C49.
5.1.6 The successful bidder(s) must be certified dealers/distributers of the manufacture of the equipment/products they are proposing
5.1.7 Each proposal must outline the availability of the software source code, in the event that support or maintenance is no longer provided by the bidder.
5.1.8 Software licence to be perpetual.
SECTION 5.2 IMPLEMENTATION
5.2.1 The proposal must outline an implementation schedule in Appendix B.
5.2.2 The successful bidder(s) will be responsible for seeing that regular supervision is maintained over all working personnel. It is the bidder’s responsibility to see that all their activities are properly coordinated with the TVDSB’s operation and to modify assignments as required.
SECTION 5.3 SAMPLES
5.3.1 Each bidder may be required to submit, at the bidder’s own expense, a demonstration version of the software items which are being proposed for examination and comparison purposes. No alteration of the bid shall be allowed.
SECTION 5.4 TRAINING/SUPPORT
5.4.1 Installation, training and support services are a consideration in awarding this proposal. Include any and all support and implementation services your company will provide and identify certification relevant to the support role envisioned in Appendix B, C and D.
SECTION 5.5 MANUALS
5.5.1 The successful bidder will be required to supply a complete set of user manuals and system manuals 5.5.2 Bidders should state if manuals are available in electronic format.
SECTION 5.6 WARRANTY/SERVICE/MAINTENANCE
5.6.1 Bidders must define the minimum level of software support guaranteed for the expected life of the system. Bidders must include the following:
5.6.1.1 Procedures for reporting software problems, obtaining evidence, diagnosing, correcting and updating the software.
5.6.1.2 Detail the limit of responsibility of the supplier. 5.6.1.3 The hours of support availability
5.6.1.4 The location of those involved in diagnosis and correction 5.6.1.5 The charges for the support services - See Appendix D - Pricing
5.6.1.6 The bidder’s policy with respect to enhancements, and customization after initial implementation,
must be stated. The supplier must state the availability and charges for those enhancements and customization in Appendix D of this proposal.
5.6.2 All software must include a support/maintenance agreement. It must be guaranteed for the entire period of the contract you are bidding. The successful bidder must be prepared to modify all software/equipment that proves defective during this contract without rewriting the agreement.
Page 11 5.6.3 State normal length of time required to respond to a service/support call. Detail service level procedures for
software support and escalation for resolution of problems.
5.6.4 Each proposal submission must include a quality assurance program detailing how your company will respond to:
5.6.4.1 Service/Support related problems 5.6.4.2 Quality problems /Return Policy
5.6.5 State mean time to repair commitments in the event of software bugs /service disruptions and associated penalties in the event of extended outages.
5.6.6 Bidders must state length of warranty. Bidders must indicate the terms of the warranty. 5.6.7 Bidders must state location of service facilities.
5.6.8 Bidders must state number of service people at each location. 5.6.9 Bidders must state time to respond to service calls:
5.6.9.1 Less than one half day 5.6.9.2 One half day
5.6.9.3 One full day 5.6.9.4 More than one day 5.6.9.5 Other
5.6.10 The TVDSB reserves the right to initiate a survey to measure customers’ satisfaction.
6.0 BIDDER RESPONSE GUIDELINES
SECTION 6.1 STRUCTURE
6.1.1 Each Proposal must be structured using only the criteria identified in this proposal. When submitting proposals, bidders must use the same numbering format, as on this proposal.
6.1.2 Bidders must use the SETUP.EXE file on the diskette or download it from the Internet @ www.tvdsb.on.ca / Supply Management / Tender and Quotations/Downloads T#397.
The Setup.exe file contains the following files and Appendices:
Setup.exe file See Electronic Tendering Instructions - Section 8.2.
Readme: Terms and Conditions - PDF format - must be printed and signed.
Appendix A: Terms and Conditions Response in Excel format - Electronic response is required. Appendix B: System Requirements in Excel format - Electronic response required.
Appendix C: Specifications in Excel format - Electronic response required. Appendix D: Pricing in Excel format - Electronic response required.
SECTION 6.2 BIDDERS’ RESPONSE
6.2.1 A signed copy of the Terms & Conditions Signature Page - Section 8.1 must be returned for your bid to be accepted.
6.2.2 Bidders must provide one Diskette with the following files:
6.2.2.1 Appendix A: Terms and Conditions Response in Excel format - Electronic response is required. 6.2.2.2 Appendix B: System Requirements in Excel format - Electronic response required.
Page 12 6.2.2.4 Appendix D: Pricing in Excel format - Electronic response required.
6.2.3 Check to ensure that the “files” are on the diskette.
6.2.4 If the diskette is not returned or does not have the files shown in the Section 6.2.2, your bid will be rejected. The TVDSB will only accept bids received on properly completed and functional diskettes.
6.2.5 Failure to respond in electronic format will deem the bid noncompliant.
6.2.6 All bid documents must be submitted in an envelope marked with the proposal name and number (as set out in
Section 8.3 - Labeling Instructions). The enclosed self-addressed envelope (Red Border) is provided for your use.
6.2.7 Bidders must provide three (3) copies of the proposal. One copy must be signed - Section 8.1.
6.2.8 Bidders’ submissions should include page numbers for ease of reference by Committee Members. Alternative and additional information can be indexed at the end of the proposal. Please minimize extraneous materials supporting your proposal.
6.2.9 The specifications (Appendix B and C) and pricing section (Appendix D) of the proposal should not make reference to supplemental materials.
6.2.10 Supplemental materials will not qualify as substitutes for direct responses to the proposal’s requirements. 6.2.11 The proposal may make reference to supplemental materials if submitted. However, the response must be
stated in such a way within the proposal that it is not necessary to refer to the supplemental material to evaluate the response (except specifically requested material, such as the detailed specification sheets, colour charts etc.) 6.2.12 Submissions received late or by electronic transmission (i.e., fax/e-mail) shall not be accepted.
6.2.13 Late bids will be returned unopened to a bidder, if you have a return address on the submission.
7.0 BIDDER PROFILE
SECTION 7.1 REFERENCES
7.1.1 Bidders must provide a minimum of three references where you have successfully implemented and/or installed services similar to this proposal. The reference must contain the following information: (I) technology, (ii) agency name, (iii) address, (iv) contact person and telephone number, (v) size and scope of the project.
SECTION 7.2 ADMINISTRATION & ORGANIZATION - Outline details concerning your company. 7.2.1 Bidders should include an organizational chart.
7.2.2 Bidders must provide the correct legal name under which the bidder carries on business, telephone number, fax number, as well as the name(s) of appropriate contact persons, with whom the TVDSB may consult regarding this Proposal.
7.2.3 If a bidder is a sole proprietor, the full personal name and address, together with the name and address of the proprietorship, (i.e., John Doe, carrying on business under the firm name and style of “John’s Copier Service”).
7.2.4 If a bidder is a partnership, the full name of all individual partners together with the correct legal business name of the partnership.
7.2.5 If a bidder is a corporation, the bidder should provide the full legal name of the corporation, together with the jurisdiction in which the corporation was originally incorporated.
Page 13 7.2.6 The TVDSB reserves the right at any time after the closing date, to request from any bidder evidence of its
financial standing and stability, including that of each of its officers, directors and principals. All bidders agree to provide at their own expense all such above-related information as may be requested by the TVDSB.
7.2.7 Bidders are required to list any and all pending or ongoing legal claims or disputes where the bidder could individually or in combination with other claims, suffer a potential economic loss greater than $100,000.00. 7.2.8 Bidders should state if their employees service sites wearing uniforms.
7.2.9 Bidders should state if their employees carry photo identification.
Cheryl MacKenzie, C.P.P. Jan Hunter
Page 14
8.0 BIDDER RESPONSE FORMS AND ELECTRONIC INSTRUCTIONS
SECTION 8.1 SIGNATURE PAGE
I hereby acknowledge that I have read, understand and agree to the forgoing Contract Terms and Conditions as listed. All the terms and conditions of this Request for Proposal are assumed to be accepted by the Bidder and incorporated in its Proposals. I hereby acknowledge that I have read, understand, and agree to the forgoing pages of Contract Terms and Conditions. This page must be signed below and returned with your submission for your bid to be accepted.
NAME: (Please print) SIGNATURE: FIRM NAME: E-MAIL ADDRESS: ADDRESS: INTERNET ADDRESS:
Page 15
SECTION 8.2 ELECTRONIC BID INSTRUCTIONS
8.2.1 All documents are available from the TVDSB Web Site at www.tvdsb.on.ca (click on “Purchasing” icon, click “Electronic Tendering Instructions Tender Download,” scroll to the end of the document, click “Proceed to inquiry/download page”). Click on the “name of the Tender” to view documents in PDF format. Click on the “NEW” logo to download the executable files for preparing and submitting your bid. All tender files are available for downloading at no charge from the TVDSB web site.
8.2.2 To use the electronic system, bidders must have the following equipment: ! Microsoft Windows, version 95 or greater
! 2.5 MB available hard drive space
! 3 .5" 1.44 MB diskette drive 8.2.3 INSTALLATION ONTO YOUR PC:
8.2.3.1 The TVDSB has made every effort to ensure the diskette is free of any virus and is functional. However, in safe computing practice, you are responsible for checking this diskette on your own virus checker to ensure it is free of any virus.
8.2.4 WINDOWS 95/98/ME/2000/XP USERS:
8.2.4.1 Start Windows Explorer.
8.2.4.2 Download the executables from our Web Site as shown above. Open Windows Explorer, click on “3.5" Floppy Drive.” Double click on “setup.exe” file. Follow the instructions.
8.2.4.3 The files are installed into a directory called C:\LBTENDER. The installation process also creates a submenu in the Programs group called LBTender. When the installation process is complete, a box will appear with a “Remove Thames Valley District School Board Tender icon”; please close this box. When the setup is complete, click close.
8.2.4.4 Open Windows Explorer and click on C:\drive, look for the folder “lbtender”
8.2.4.5 The installation process will show the following files in the C:\lbtender directory:
Appendixes A, B and C.xls
8.2.4.6 To start the process open the Appendix files and complete as instructed.
8.2.5 THE RETURN DISKETTE:
8.2.5.1 Once you have completed the information in the Appendices save the files onto a 3.5" diskette. Pleased check to ensure that the “files” are on the disk. Without these files your bid will be unable to be downloaded. Please label the diskette as shown in Section 8.3.
Page 16
SECTION 8.3 LABELLING OF ENVELOPE AND DISKETTE
8.3.1 PLEASE ADDRESS TENDER ENVELOPE AS SHOWN BELOW:
From: Firm Name
Address
OFFICE OF THE TENDERS CLERK
Thames Valley District School Board
EDUCATION CENTRE,
1250 Dundas Street,
LONDON, Ontario
N5W 5P2 Help Desk Software
RFP #/397-05M
Return Date: 2004 December 01, 12:00:00 NOON
8.3.2 PLEASE AFFIXED LABEL ON DISKETTE AS SHOWN BELOW:
THAMES VALLEY DISTRICT SCHOOL BOARD
Help Desk Software
RFP #397-05M
Return Date: 2004 December 01
Prior to 12:00:00
Noon
Signature:
Firm Name:
Page 17
Section 8.4
INTENT TO SUBMIT A BID
Attention: Cheryl MacKenzie, Support Services - Fax: (519) 452-2399
We submit a bid for Help Desk Software #397-05M. Will/Will not NAME: (Please print) SIGNATURE: FIRM NAME: E-MAIL ADDRESS: ADDRESS: INTERNET ADDRESS:
2.1.1 2.1.2 2.1.3 2.1.4 2.2.1 2.2.2 2.2.3 2.2.4 2.2.5 2.3.1 2.3.2 2.3.3 2.3.4 2.4.1 2.4.2 2.5.1.1 2.5.1.2 2.5.1.3 2.6.1 2.6.2 2.6.3 2.6.4 2.6.5 2.6.6 2.6.7 2.6.8 2.6.9 2.6.10 2.6.11 2.6.12 2.6.13 2.6.14 2.6.15.1 2.6.15.2 2.6.15.3 2.6.16 2.6.17 2.6.18 2.6.19 2.6.20 2.6.21 2.7.1 2.7.2 2.7.3 2.8.1 2.8.2 2.8.3 2.8.4 2.8.5 2.9.1 2.9.2 2.10.1 2.10.2 2.10.3 2.11.1 2.11.2 2.11.3 2.11.4 2.12.1 2.12.2 2.13.1 2.13.2 2.13.3 3.1.1 3.1.2 3.1.3 3.1.4 3.2.1 4.1.1 4.1.2 4.2.1 4.3.1 4.3.2 4.3.3 4.4.1 4.4.2 4.4.3 4.4.3.1 5.1.1 5.1.2 5.1.3 5.1.4
5.1.8 5.2.1 5.2.2 5.3.1 5.4.1 5.5.1 5.5.2 5.6.1.1 5.6.1.2 5.6.1.3 5.6.1.4 5.6.1.5 5.6.1.6 5.6.2 5.6.3 5.6.4,1 5.6.4.2 5.6.5 5.6.6 5.6.7 5.6.8 5.6.9.1 to .5 5.6.10 6.1.1 6.1.2
6.2.1Print and Sign - Section 8.1 6.2.2Copy Files to a Diskette
6.2.3Please check files are on the Diskette 6.2.4
6.2.5
6.2.6Label Submission Envelope as shown in Section 8.3 6.2.7Bidders must submit 3 copies of proposal 6.2.8 6.2.9 6.2.10 6.2.11 6.2.12 6.2.13 7.1.1 Reference 7.1.1 Reference 7.1.1 Reference 7.2.1 7.2.2 7.2.3 7.2.4 7.2.5 7.2.6 7.2.7 7.2.8 7.2.9
8.1Print and Sign - Section 8.1 8.2 Electronic Bid Instructions 8.3 Labelling Instructions
8.4Print and Return "Intent to submit a Bid"
SYSTEM TECHNICAL REQUIREMENTS
B1 Ability to install on a central server. State all components installed. B2 Intel Windows environment only - prefer Windows 2003
B3 Detail RDBMS used
B4 State if an ODBC compliant driver is available for your software B5 Which ODBC driver is used by your application? State version number B6 State Programming Language
B7 State Support Tools
B8 Detail WEB technologies (i.e. Browser - include version number) B9
TVDSB internal network protocol is TCP/IP with Firewall protection from the Internet. Describe any limitations or additional implications for home access to the system
B10 Recommended optimum hardware configuration required by your product. (Client) B11 Recommended optimum hardware configuration required by your product. (Server) B12.1
Detail the features including security within the application, for our Clients - 8000 Staff - estimate 60 concurrent users
B12.2
Detail the features including security within the application, for ITS Help Desk Staff - 5 staff - estimate 5 concurrent users
B12.3
Detail the features including security within the application, for ITS Support Staff - 15 staff and ITS Field Technicians - 35 staff - estimate 20 concurrent users
B13 Is telephone communication part of the main feature package? B14 Is PDA communication part of the main feature package?
B15 State any additional interfaces that are available with your product - i.e., e-mail, text messaging etc. B16
Identify all third party products and services that are required to implement and support the system Crystal Reports, Microsoft Access etc. Include costs in Pricing Appendix D.
B17 State how users "log in to use the system" B18
Does software have ability to have multiple users signed on at the same time, and updating same tables/files at the same time?
B19 Ability to import/export data from other sources. State sources and process used. B20 List any other features available.
LICENSING
B20.1 Describe product licensing: Clients (approx. 8000 staff) - estimate 60 concurrent users B20.2 Describe product licensing: ITS Help Desk Staff - 5 staff - estimate 5 concurrent users B20.3
Describe product licensing: ITS Support Staff - 15 staff and ITS Field Technicians - 35 staff - estimate 20 concurrent users
B21 State maximum number of concurrent users B22
Bidders must state their definition of a concurrent user and any pricing changes based on number of concurrent users
SOFTWARE INSTALLATION AND MAINTENANCE
B23 Describe in detail the process of installing your application
B24 Describe in detail the process of implementing application updates or enhancements B25
Provide information on timing (i.e., response time, updating process) based on bench marking against recommended hardware
B26 Detail what database maintenance is required B27
Describe in detail the issues and the impact on the hardware and software to scale beyond the number described in Appendix B - B12.1, B12.2 and B12.3
IMPLEMENTATION SCHEDULE
B33 Detail Implementation for: Setup of Users
B34 Detail Implementation for: Request for Service Process - categories, escalation, reporting etc. B35
Detail Implementation for: Training by User Groups; Clients (approx. 8000 staff), ITS Help Desk Staff - 5 staff, ITS Support Staff - 15 staff and ITS Field Technicians - 35 staff
B36 Detail any other implementation services offered
CUSTOMIZATION
B28
Indicate if you feel customization of your software is necessary to meet the functionality described in this proposal. Provide full details including costs in Pricing Appendix D.
B29
Indicate if system tailoring is required - i.e., dictionaries etc. Indicate the approximate time required. Provide full details including costs in Pricing Appendix D.
B30
Indicate if system tailoring is required to provide Dial in customer response in Telephone Communications component. Provide full details including costs in Pricing Appendix D. B31
Indicate if system tailoring is required to provide in customer response a PDA component. Provide full details including costs in Pricing Appendix D.
B32 Does TVDSB have the ability to customize Web Pages, Logos, Colours, Fonts, etc.?
C1
Should have ability to track the number and all types of Requests for Service (i.e. number of hits to site including frequently asked questions or knowledge base.
C2
Should have the ability to generate Requests for Service providing details on the Requisitioner of the service
C3
Should have ability to generate Requests for Service providing details on the Department/Location requesting service
C4
Should have ability to generate Requests for Service providing details on Priority
C5
Should have ability to generate Requests for Service providing details on Type of Service Requested
C6
Should have ability to generate Requests for Service providing Date Service is requested
C7 Should have ability to track status of Requests for Service C8 Should have ability to build history of all Requests for Service C9
Should have ability to associate Request for Service costs for charge-back purposes
C10 Should have ability to view history by Requestor C11 Should have ability to view history by Resources C12 Should have ability to view history by Priority C13 Should have ability to view history by Type
C14 Should have ability to view history by Department/Location requesting service C15 Should have ability to view history by Date Requested
C16 Should have ability to view history by Date assigned C17 Should have ability to view history by Date completed C18
Should have ability to view history by Person(s) completing work (Multiple fields)
C19 Should have ability to view history by Description of work C20 Should have ability to view history by Job Function C21 Should have ability to view history of Hours to complete task C22
Should have ability to search all Requests for Service by any text string or combination of words
C23
Should have ability to create and store TVDSB solutions database of frequently asked questions (FAQ's)
C24 Should have ability to search for the answers to frequently asked questions C25
Should have ability to provide automatic notification of overdue Requests for Service
C26
Should have ability to provide automatic escalation of overdue Requests for Service
C27 Should have ability to adjust timing of escalation parameters ACTIVE DIRECTORY
C28
Should have the ability to provide integration of end users with Active Directory for authentication
STAFFING INFORMATION
C29 Does software have the ability to identify staff by employee number? C30 Does software have the ability to identify staff locations?
C31
Does software have the ability to separate staff into groups based on zones, expertise, disciplines and skills required to complete the Request for Service? C32
Does software have the ability to input Absences i.e. vacation, illness, union business, meetings, etc.?
C33
Does software have the ability to input contact Information - Cell number, pager, e-mail address? State any other fields available.
C34
Does software have the ability to input hours worked on an assigned task/Request for Service?
C35 Does software have the ability to calculate productivity time? C36 Does software have the ability to input travel time?
C37 Does software have the ability to create work schedules?
C38
Does software have the ability to assign Request for Service to a pool of staff, depending on disciplines and skills required to complete the Request for Service?
C39
Does software have the ability to schedule Requests for Service around the staff's vacation schedules?
C40 Does software have the ability to input salaries? ASSETS/INVENTORY/WORKSTATION AUDITING
C41
Should have the ability to load/link inventory of workstations from SMS. Please provide details of how it will interface or link with SMS for an inventory of workstations.
C42
Does software have the ability to link Requests for Service with inventory items to track support history of equipment?
REQUEST FOR SERVICE - PROCESS, FLOW AND ESCALATION C43
Detail how ITS Field Technicians or IT Support Staff can be notified of any new Requests for Service entered in the system.
C44
Should have the ability for originator of Request for Service to choose from list of common problems (example - Forgotten password)
C45
Should have the ability to flag (assign) Request for Service to specific Technical staff
C46
Should have the ability to assign a customizable status to a Request for Service (i.e. open, assigned, escalated, scheduled, closed, etc.) C47
Should have the ability to choose from a pool of resources when assigning staff to a Request for Service
C48
Should have the ability for Technicians to open, close, escalate and close a Request for Service
C49 Include any other features that may assist in the flow of Requests for Service PREVENTATIVE MAINTENANCE (PM)
C50
Does software have the ability to generate automated Requests for Service based on PM schedules?
C51 Does software have the ability to reserve staff for PM?
C52 Request for Service order being generated?
C53 Does software have the ability to set priorities to PM Requests for Service? TECHNICIAN WEB
C54
Does software have the ability to allow Technicians to take control of remote PC's? If so, provide details.
C55
Does software have the ability to perform bi-directional file transfers? If so, provide details?
C56
Does software have the ability to enable Technicians to conduct chat sessions with end-users? If so, provide details.
C57
Does software have the ability to enable Technicians to connect to PC's over low-bandwidth connections such as dial-up? If so, provide details.
C58
Does software allow Technicians the ability to create, edit and close Requests for Service remotely with PDA's? If so, provide details. USER REQUESTS
C59
Does software allow users to submit Requests for Service from the Web? If so, provide details.
C60
Does software allow users to submit Requests for Service by e-mail? If so, provide details.
C61
Does software allow users to submit help requests from a phone/voice mail? If so, provide details.
C62
Does software allow users to submit help requests from a PDA? If so, provide details.
C63
Does software allow users to attached documents to requests? If so, provide details.
C64 Does software allow users to review the status of their Requests for Service? C65
Does software allow users to search the database for information before logging a Request for Service?
C66 State any other methods whereby users can submit Requests for Service REPORTS
C67 Should have ability to generate reports by Request for Service number C68 Should have ability to generate reports by Status - Open/Closed/Escalated C69 Should have ability to generate reports by Requisitioner/User
C70 Should have ability to generate reports by Resources required C71 Should have ability to generate reports by Priority
C72 Should have ability to generate reports by Type C73
Should have ability to generate reports by Department/Location requesting service
C74 Should have ability to generate reports by Date service was requested C75 Should have ability to generate reports by Date service was assigned C76 Should have ability to generate reports by Date service was completed C77 Should have ability to generate reports by Person(s) completing work C78 Should have ability to generate reports by Job Function
C79 Should have ability to generate a summary report of Requests for Service C80
Should have ability to generate reports by knowledge base, by text string or combination of words.
C82
Does software have the ability to generate various type of productivity reports? If so, please describe.
C83
Does software provide the ability to easily develop ad hoc reports? Please describe how this is done.
conversion, training and other tasks required to install your system. Add any additional items at the bottom of the spreadsheet.
Application Software licenses
D1 License Cost
D2 License Cost for Web Browser Module D3 License Cost for E-mail Module D4 License Cost for PDA Module D5 License Cost for Voice Component D6
License cost - Third Party Software (i.e. Crystal Reports)
D7 License Cost - Miscellaneous D8 License Cost - Miscellaneous
Software Installation / Server Setup
D9 Installation Cost
D10 Installation Cost for Web Browser Module D11 Installation Cost for E-mail Module D12 Installation Cost for PDA Module D13 Installation Cost for Voice Component D14 Installation Cost - Third Party Software D15 Installation Cost - Miscellaneous D16 Installation Cost - Miscellaneous
Software Maintenance Costs/ State yearly cost. Cost should be guaranteed for 3 years
D17 Maintenance Cost
D18 Maintenance Cost for Web Browser Module D19 Maintenance Cost for E-mail Module D20 Maintenance Cost for PDA Module D21 Maintenance Cost for Voice Component D22
Maintenance Cost - Third Party Software (i.e. Crystal Reports)
D23 Maintenance Cost - Miscellaneous D24 Maintenance Cost - Miscellaneous D25
State standard maintenance cost increases as a percentage for past 5 years
D26
State maintenance cost as a percentage of initial purchase price for the past 5 years
Detail Cost for Customization
D27 Customization D28 Customization D29 Customization D30 Customization D31 Customization
D32 Customization - Third Party Software
Details Costs Data Loading and Indexing
D33 Data Loading and Indexing D34 Data Loading and Indexing D35 Data Loading and Indexing D36 Data Loading and Indexing D37 Data Loading and Indexing D38 Data Loading and Indexing
D39 Data Loading and Indexing - Third Party
Detail Costs for Training
D40 Training D41 Training D42 Training
D45 Training
D46 Training - Third Party
Project Optimization
D47
Does the vendor offer any help with optimizing use of the system? If yes, please describe. Such help might include:
Consultation visits to better understand objectives and its working environment
Regular on-site meetings with the implementation team from the onset to better insure system implementation is on track;
Conducting a post implementation audit to gauge how successful the implementation was and outline next steps.
Ongoing on-site review and audit of system
Other Charges
D48 Estimated Travel and Lodging Expenses D49
Miscellaneous (List below any other costs not identified above) D50 D51 D52 D53 D54 D55 D56
