AgdaPkt 2017-06-12 Joint SA PFA - Laserfiche WebLink

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Redwood City Public Works Services Customer Water Use Portal RFP 4 2. Provide a summary of the company’s background in providing services similar to the services required by Redwood City as part of this RFP. 3. How many years has the Proposer been in business? 4. List all data center and major office locations. 5. How many employees does the Proposer have, and how many are in each department (sales, marketing, service delivery, and support)? Solution Overview – Answer these questions: 1. Provide an overview of the Proposer’s Customer Portal solution. Describe the major components, features, and advantages of the solution. 2. Describe how the solution is delivered (on-premise, SaaS, etc.) 3. Describe the uptime service level agreement that is available with the solution. 4. Describe how reliability is managed, including backups, disaster recovery, and mirroring to ensure high availability. 5. Describe how the solution is developed, tested, and maintained 6. Describe the solution/product roadmap. What major features/functionality/architecture changes are contemplated in the roadmap? 7. Describe the security architecture. Describe how sensitive customer and financial data will be secured/encrypted at rest and in transit to ensure the privacy and confidentiality of all customers. Statement of Work (SOW) 1. The SOW should include a description of the project delivery approach, the roles and responsibilities for the Proposer and Redwood City, and all the activities and tasks required to plan, design, build, test, implement, support, and provide training for the implementation. Support – Answer these questions: 1. Describe the post deployment customer support. 2. Describe the structure of your Customer Support department (e.g., In-house, outsourced, tiered, hours, and geographic region). 3. Provide statistics on daily call/ticket volume, as well as first response and incident resolution times and applicable SLAs. 4. Describe the typical solution upgrade/release schedule. 5. Describe how scheduled maintenance and upgrades are handled to minimize impacts to customers, including the notification process. Cost 1. Proposer will provide an itemized projected cost for all software, hardware, implementation and training costs proposed. 2. Proposer will provide an estimated number of hours required to complete the scope of work, and the estimated dollar amount associated with these hours. 3. The proposer will not exceed the budgeted dollar amount without written approval from an approved agent of The City. 6.1.E. - Page 46