ATTACHMENT 1 – TEMPLATE FOR QUESTION SUBMITTAL (This Attachment provides the format for which a bidder shall submit questions regarding this IFB and is not required to be submitted with your IFB response.) Bidders are requested to use this form when submitting questions to the Procurement Official listed in Section 1.6. Instructions are as follows: Name of Bidder – Provide the name of the Bidding firm Contact Person – Provide the name of the person to contact if the State needs clarification about the question. Contact Email and Phone # – Provide the email and phone number (including area code) for the listed contact person. Q # – Sequentially number each question, always starting at one (1) for each submission. Document(s) – Identify the document(s) the question pertains to, such as, Exhibit XX. Section # – Identify the section number(s) that the question pertains to. Question – Write the question in this column. Expand or reduce the number of rows to accommodate the number of questions of each submission. Table1 Question Submittal Form IFB Bidder Question Form Name of Bidder: Contact Person: Contact Email and Phone Number: Q # Document(s) Section # Question 1 2 3 4 5
BUSINESS, FUNCTIONAL AND TECHNICAL REQUIREMENTS (M) Requirement Number* Requirement B-1 BUSINESS REQUIREMENTS B-1.1 QUALIFICATIONS B-1,1,1 Bidders must complete and submit as part of the bid response, Exhibit 19.1, Bidder Qualification Form, to confirm that the Bidder’s experience meets all the minimum requirements indicated. M B-1.1.2 Bidders must provide information for a minimum of three (3) projects. M B-1.1.3 Experience must have occurred within five (5) years prior to the solicitation release date for all projects and must have been completed in the United States of America. M B-1.1.4 Separate Exhibit 20.1, Bidder Qualification Form must be submitted for every project listed to meet the minimum level of required experience. M B-1.2 REFERENCES B-1.2.1 Bidders must complete and submit as part of the bid response, Exhibit 19.2, Bidder Reference Form, for each of the projects cited on each corresponding Exhibit 19.1, Bidder Qualification Form. M B-1.2.2 Each reference must meet the following criteria: B-1.2.2.1 Every customer has at least 250 filers of the COTS Software in production. M B-1.2.2.2 Customer has bidders software installed and in productive use for at least six (6) months as of the final bid Submission (as indicated in Section I.F: Key Action Dates) M B-1.2.2.3 Each customer’s bidder’s COTS software has been deployed within the (put into production) within the Past Three (3) Years M B-1.2.3 At least one customer has a minimum of 500 filers of the COTS software in production. F-1 FUNCTIONAL REQUIREMENTS F-1.1 GENERAL F-1.1.1 The System shall provide real-time System edits to ensure data integrity according to pre-defined business rules M
T-1.5 SYSTEM SCALABILITY T-1.5.1 The system shall support SEI submissions from the current set of 25,000 filers that are required to file directly with the FPPC but also allow the FPPC to assume responsibility for filings from other agencies M T-1.6 SYSTEM PERFORMANCE T-1.6.1 SEFS allows for maximum scalability and throttled availability M T-1.6.2 The system must be scalable and have high availability permitting the application to be responsive and available for use as needed to meet the requirements of the program M T-1.6.3 The COTS vendor in conjunction with FPPC will perform technical testing to confirm that the software performance meets the stated technical requirements M T-1.6.4 The COTS vendor in conjunction with FPPC staff will execute performance Testing in parallel with System testing M T-1.7 HELP FUNCTIONALITY T-1.7.1 The system shall provide online, context sensitive help at the module, function/screen, and field level M T-1.7.2 The system shall provide online help that displays data field definitions for all user entered data fields M T-1.7.3 The system shall provide online user documentation that is indexed and searchable M T-1.7.4 The system shall provide contextual help information when a User hovers over a field with the mouse M T-1.8 Help Desk / System Support T-1.8.1 The vendor shall provide second-level help desk support for technical issues and malfunctions with the system M T-1.9 E-GOVERNMENT T-1.9.1 Any public facing web pages of the system shall conform to the State of California E-Government "look and feel" portal standards. Move to Bidder Library M T-1.9.2 The system should adhere to the standards and recommendations of the State of California's Technology Architecture (EGTA) M T-1.9.3 The vendor shall comply with the ETAs directive that all E-Government data communications must use IETF-compliant TCP/IP Directory Naming Standards (DNS) used to identify all publicly available resources and registered within either the “ca.gov” or “state.ca.us" domains M T-1.10 Warranty T-1.10.1 The vendor shall warranty the accepted product at the end of each phase for one year M
Help Desk This Service Level Agreement between the Contractor and FPPC includes the provision and integration of Help Desk Services. The following table describes all Contractor committed service levels, measurable event and target levels for Help Desk Services. The Contractor will manage and coordinate with OTech or any other entity in performing their activities. The following service levels are applicable to 1st level (Program Participants only) and 2nd level and higher support. Help Desk Service Levels Measurable Event Service Level Requirement Calculation Measurement Interval Help Desk Call Answer – Prime Time (FPPC staff and Program Participants) 90% of calls will be answered < 60 seconds by live person (The Contractor shall use automated Help Desk software to track and manage Help Desk calls). Number of calls answered / total calls = "Service Level Attained (Average) Measure = Monthly; Report Period = Quarterly Help Desk Call Answer – Non-Prime Time 85% of calls will be answered < 60 seconds. Number of calls answered / total calls = "Service Level Attained (Average) Measure = Monthly; Report Period = Quarterly First Contact Resolution Rate (Prime Time) 70% First Call Resolution Rate; excluding scheduled outages for maintenance and support Number of calls resolved on the first call / total calls = "Service Level Attained" (Average) Measure = Monthly; Report Period = Quarterly No Help Desk Lines Available (Prime Time and Non-Prime Time combined) Zero occurrences Number of occurrences. (Average) Measure = Monthly; Report Period = Quarterly Incident Closure Notice (via e-mail) (Prime Time and Non-Prime Time combined) 95% Functional SLA PLUS 30 minutes of closure Number of closures / number of closure notices within 30 minutes (Average) Measure = Monthly; Report Period = Quarterly Root Cause Analysis Provide 100% monthly review of Severity Level 1, Severity Level 2, and recurring problem areas and resolutions within 30 days. Monthly Root Cause Analysis / 12 (Average) Measure = Monthly; Report Period = Quarterly
Help Desk This Service Level Agreement between the Contractor and FPPC includes the provision and integration of Help Desk Services. The following table describes all Contractor committed service levels, measurable event and target levels for Help Desk Services. The Contractor will manage and coordinate with cloud hosting service provider in performing their activities. The following service levels are applicable to 1st level (Program Participants only) and 2nd level and higher support. Help Desk Service Levels Measurable Event Service Level Requirement Calculation Measurement Interval Help Desk Call Answer – Prime Time (FPPC staff and Program Participants) 90% of calls will be answered < 60 seconds by live person (The Contractor shall use automated Help Desk software to track and manage Help Desk calls). Number of calls answered / total calls = "Service Level Attained (Average) Measure = Monthly; Report Period = Quarterly Help Desk Call Answer – Non-Prime Time 85% of calls will be answered < 60 seconds. Number of calls answered / total calls = "Service Level Attained (Average) Measure = Monthly; Report Period = Quarterly First Contact Resolution Rate (Prime Time) 70% First Call Resolution Rate; excluding scheduled outages for maintenance and support Number of calls resolved on the first call / total calls = "Service Level Attained" (Average) Measure = Monthly; Report Period = Quarterly No Help Desk Lines Available (Prime Time and Non-Prime Time combined) Zero occurrences Number of occurrences. (Average) Measure = Monthly; Report Period = Quarterly Incident Closure Notice (via e-mail) (Prime Time and Non-Prime Time combined) 95% Functional SLA PLUS 30 minutes of closure Number of closures / number of closure notices within 30 minutes (Average) Measure = Monthly; Report Period = Quarterly Root Cause Analysis Provide 100% monthly review of Severity Level 1, Severity Level 2, and recurring problem areas and resolutions within 30 days. Monthly Root Cause Analysis / 12 (Average) Measure = Monthly; Report Period = Quarterly
Administration and Security This Service Level Agreement between the Contractor and FPPC includes the provision of Administration and Security. The Contractor will manage and coordinate with the cloud hosting service provider in performing their activities. The following table describes all Contractor committed service levels, measurable event and target levels for Administration and Security. Administration and Security Service Levels Measurable Event Service Level Requirement Calculation Measurement Interval Password Resets (Prime Time) 95% within 30 minutes of such request Performance = Actual time to respond (Average) Measure = Monthly; Report Period = Quarterly New User Account Requests 95% within 2 business days of request Performance = Actual time to respond (Average) Measure = Monthly; Report Period = Quarterly Privilege Changes Requests 95% within 2 business days of request Performance = Actual time to respond (Average) Measure = Monthly; Report Period = Quarterly Disable/Delete User Account(s) (Prime Time) 95% within 24 hours of request Performance = Actual time to respond Measure = Monthly; Report Period = Quarterly Report detection of unauthorized or accidental modification, destruction, disclosure, loss, or access to automated files and databases, as well as incidents involving loss, damage, or misuse of information assets. Complete Incident Report and submit copies to the FPPC SEFS Project Manager, within twenty-four (24) hours of the incident Per incident Per incident Backup and Recovery This Service Level Agreement between the Contractor and FPPC includes the integration of Backup and Recovery Services. The Contractor will manage and coordinate with the cloud hosting service provider in performing their activities. The following table describes all Contractor committed service levels, measurable event and target levels for Backup and Recovery Services. Backup and Recovery Service Levels Measurable Event Service Level Requirement Calculation Measurement Interval
Backup Services - Daily 100 % Daily incremental backups, stored onsite & offsite Number of daily backups / 365 = "Service Level Attained (Average) Measure = Monthly; Report = Annual Backup Services – Weekly 100 % Weekly full backups, stored onsite & offsite Number of weekly backups / 52 = "Service Level Attained (Average) Measure = Monthly; Report = Annual Backup Services – Monthly 100 % Monthly full backups, stored offsite Number of monthly backups / 12 = "Service Level Attained (Average) Measure = Monthly; Report = Annual