CUSTOMER INFORMATION SYSTEM (CIS) PLATFORM AS A SERVICE (PAAS… · REQUEST FOR PROPOSAL . No....

REQUEST FOR PROPOSAL No. RFP113-19

CUSTOMER INFORMATION SYSTEM (CIS) PLATFORM AS

A SERVICE (PAAS) PROVIDER

Proposal Due Date: October 23, 2019 at 12:00pm MDT

Proposal must be sealed and delivered to: El Paso Water (EP Water)

Attention: Levi Chacon, Purchasing Agent 1154 Hawkins Boulevard

El Paso, Texas 79925

Proposals received after the date and time specified above will not be accepted and will be returned unopened. The RFP documents, including addendums, will be posted to the EP Water website at www.epwater.org Proposals received and accepted shall become the property of EP Water and will NOT be returned.

Note: Faxed and/or Email proposals will not be accepted.

Procedural or contractual questions can be directed to Levi Chacon, Purchasing Agent at [email protected] EPWater will award the contract to the Proposer who accumulates the highest score for the evaluation factors delineated herein.

http://www.epwater.org/

mailto:[email protected]

El Paso Water RFP113-19 CIS Platform as a Service (PaaS) Provider of 12

1.0 SUMMARY AND INTRODUCTION OF RFP

1.1 INTRODUCTION TO EL PASO WATER

The El Paso Water Utilities (EPWater) – Public Service Board (PSB) provides water, wastewater, reclaimed water, and drainage service to approximately 200,000 customers. For financial reporting purposes, EPWater is considered a component unit of the City of El Paso. The PSB operates and manages EPWater on behalf of the City of El Paso. It adopts separate annual operating and capital budgets for the Water and Wastewater Utility Fund and the Municipal Drainage Utility Fund, along with associated rates and fees for services, and issues updates to its Rules and Regulations, which have the force of law. EPWater recovers the cost of providing water, wastewater, reclaimed water, and drainage services primarily through user charges and fees.

1.2 CURRENT EPWATER SOFTWARE ECOSYSTEM

The following summary diagram illustrates the current CIS software (enQuesta) and current integrations. Future integrations are not yet designed, but EPW expects approximately the same quantity and types of integrations in the future.


1.3 REQUEST FOR PROPOSAL SUMMARY

EPWater is beginning an enterprise transformation program based on implementing Oracle C2M as the new CIS platform. Included in this Oracle C2M implementation project, EPWater will also be replacing the customer self-service portal (CSS), the mobile field work management application (MWM), and will be utilizing a new middleware solution for integrations. This implementation is expected to begin in 2020 and go live in 2022.

EPWater is seeking Proposals for a platform as a service (PaaS) provider based on the Oracle C2M system. EPWater will be procuring the software directly from Oracle and will require the PaaS provider to handle software installation, hosting, and maintenance of multiple environments for a period of 5 years, with an option to renew for an additional 5 years. The specific desired capabilities are explained more fully in this RFP.

The PaaS provider will not provide implementation or maintenance services for design, build, test, and deployment of the C2M system conversion or configuration.

In evaluating the proposals, EPWater will consider the demonstrated experience, references, scope and value of the proposed services, ability of the proposer to deliver the requested services, and the overall quality of the response.

1.4 SCHEDULE OF RFP EVENTS

EPWater has established the following sequence of events and tentative schedule dates for this RFP process. All dates are subject to change without prior notice and would be communicated via addendum.

ACTIVITY DATE RFQ issued by EPWater October 4, 2019 Deadline for submission of requests for clarification October 16, 2019 at 5:00pm MDT EPWater provides responses/clarifications October 18, 2019 at 5:00pm MDT Deadline for submission of Proposals October 23, 2019 at 12:00pm MDT EPWater notify short listed Proposers for Orals November 1, 2019 at 12:00pm MDT Oral presentations by two short listed Proposers November 13, 2019 (3 hours each)

1.5 PROPOSER MINIMUM REQUIREMENTS

Selection of a PaaS service provider for an Oracle C2M platform is a critical and sensitive decision for the utility. As a result, EPWater will only consider Proposers who can demonstrate direct equivalent experience. Specifically, Proposers must have the following experience and qualifications:

a. 2 or more “live” hosted CC&B or C2M platforms, with at least 1 having been hosted for at least 2 years

b. Demonstrated experience with hosting C2M environments with size equivalent to EPWater or larger.

Proposals may be rejected at the sole discretion of EPWater if they do not meet these minimum qualifications.


1.6 RFP PACKAGE CONTENTS

The following table lists the published contents of this RFP. Each document or Attachment is listed, described, and whether a response is required from the Proposer as part of the response.

Document Name Description Response Required?

EPWater CIS Platform as a Service RFP.docx Main RFP document providing information, instructions, terms and conditions.

No

Attachment A – EPWater Environment Plan.xlsx

Contains EPWater’s initial thoughts on what Oracle C2M environments are needed during implementation and after go-live.

No

Attachment B – EPWater Company Profile Response Template.xlsx

EPWater requirements for the Company Profile. This document should be completed and returned as an attachment to the proposal package.

Yes

Attachment C – EPWater Pricing Template.xlsx

Spreadsheet providing structured template for providing proposal pricing information.

Yes

Attachment D – EPWater Terms and Conditions.docx

EPWater required response document covering Terms and Conditions.

Yes


2.0 PROPOSAL REQUIREMENTS EPWater is seeking a Proposer that has a proven track record to provide an Oracle C2M solution on a Platform as a Service (PaaS), with professional and experienced resources, and which is prepared to take on contractual responsibility for the provision of the enterprise solution set forth in this RFP at the indicated scale.

2.1 WRITTEN PROPOSAL Proposers will assemble their own proposal document package, while carefully adhering to the following requirements for proposal organization, content, and length restrictions. The proposal packet will contain the following sections, in this order and separated by tabs:

2.1.1 EXECUTIVE SUMMARY (5%) Proposer must provide a one page signed and dated Cover Letter that clearly provides the contact information for the Prime Proposer. The cover letter should clearly state the commitments listed below:

a. Proposer’s contact person that is authorized to make the below commitments on behalf of his/her company;

b. Proposer has the ability and qualifications to conduct the work described in this RFP; c. Proposer has read and agrees to the procedural and legal terms of this RFP; and d. Proposer agrees to fully comply with all RFP requirements and EPWater Procurement

Policies and Procedures. In addition, the Proposer will provide an Executive Summary of no more than three pages that covers:

a. The structure and strengths of the proposed support team; b. Brief overview of the proposed system and architecture; c. General approach for carrying out the services requested by this RFP; and d. Demonstration that the team meets the minimum mandatory qualifications set forth in

Section 1.5 of this RFP.

2.1.2 COMPANY PROFILE (INCLUDING EXPERIENCE AND REFERENCES – 20%) The Company Profile section includes company facts, experience and references. Proposers shall complete the specific questions contained in Attachment – EPWater Company Profile Response Template.xlsx

2.1.3 PROPOSED PLATFORM SERVICES (10%) The graphic below represents the complete stack of roles and responsibilities for operation of an enterprise CIS application. EPWater is seeking proposals to provide the service items in the green colored boxes below.


Proposals shall include detailed and concise explanations of the approach and methodology to deliver the requested services above. Response for this section should not exceed five (5) total pages.

2.1.4 PROPOSED ARCHITECTURE (INFRASTRUCTURE AND NETWORK – 15%)

Each proposal must include a detailed and concise diagram and description of the following aspects of the proposed system: a. The underlying technical architecture including, but not limited to the operating system, other

third-party software with appropriate release versions, connectivity requirements, and disaster recovery program;

b. Proposed infrastructure configuration, associated system components, and available options in accordance with the standards for the proposed system;

c. The various environments and sizing proposed based on EPWater’s environment requirements documented in Attachment – EPWater Environment Plan.xlsx;

d. List of all network connectivity and application software required; e. The system software environment, which may include Operating System Software, Application

Development Tools, Performance Tools, System Management Tools, System Security Tools, and third-party tools.

f. Distribution/Archive Tools, Tape Management/System Tools, and Disk Management Tools.


The proposed billing system will also be further evaluated on the platform’s ability to grow and migrate to another provider. This section of the proposal should be limited to no more than ten (10) pages.

2.1.5 PROPOSED SECURITY (10%) Proposal shall fully describe the recommended structure and approach to platform security, including any standard security frameworks already incorporated with the proposed platform. The selected Proposer must provide network and application security which will, at a minimum, include each of the following:

a. Provide secured access to the selected Proposer’s network. b. Integrate with current authentication infrastructure (Microsoft Active Directory) for single

sign-on capability. c. Allow EPWater to maintain application account administration and maintenance. d. Allow EPWater to conduct data access and intrusion testing, in addition to testing performed

by Proposer.

2.1.6 PROPOSED SERVICE LEVEL AGREEMENTS (SLA’S – 15%) Proposal shall fully describe recommended structure and approach to operate under service level agreements. Specifically, this section should address the following:

a. Propose a comprehensive application support model including levels, roles and responsibilities, ownership of roles (including EPWater), and escalation procedures.

b. Propose specific service level definitions within the categories of: i. System availability

ii. System performance iii. Technical support problem response

c. Propose service level calculation, tracking and reporting mechanisms. d. Propose penalties and resolution procedures for failed service levels .

2.1.7 PROPOSED DISASTER RECOVERY PLAN (15%) Proposal shall fully describe recommended approach to meeting the disaster recover expectations set forth below. In the case of emergency or failure, this Disaster Recovery plan will be used to restore and continue service. Disaster Recovery is required when Contractor, in good faith, feels that an emergency failure jeopardizes its ability to meet its Service Level Obligations. Contractor shall use best efforts to restore operations at the same location or, at Contractor’s discretion, a backup location. EPWater acknowledges and agrees that such an event may result in partial or degraded service when restored. The pre-disaster/loss level of service shall be restored as soon as commercially reasonable.


Propose a comprehensive disaster recovery plan, including the following topics: a. Restoration Targets b. Recovery Point Objective c. The Recovery Time Objective d. Data Synchronization e. Recovery Testing f. Backup and Recovery

2.1.8 PRICING (10%) Proposer must complete Attachment – EPWater Pricing Template.xlsx and include it in their proposal package.

2.2 ORAL PRESENTATIONS After evaluation of the written proposals, two Proposers will be short-listed for participation in Oral Presentations on the date listed in Section 1.4 Schedule of RFP Events. Agenda topics for the Oral Presentations will be distributed to the short-listed Proposers when they are notified of their short-listed status. Proposer participation in these oral presentations are expected to include key individuals who will be involved in implementation and day to day management of the proposed solution.


3.0 EVALUATION OF PROPOSALS

3.1 RFP QUESTIONS Failure on the part of any Proposer to make a careful examination of the RFP documents or to investigate thoroughly the conditions of the RFP shall not be grounds for a declaration that the Proposer did not understand the RFP package. The Proposer is expected to examine the entire RFP including all Attachments, specifications, standard provisions, and instructions. Failure to do so will be at the Proposer’s risk. All questions should be submitted in an e-mail to Levi Chacon [email protected] citing the specific RFP section, page, and paragraph number. The prospective Proposer should note that all open questions should be resolved prior to the submission of a Proposal.

3.2 EVALUATION CRITERIA EPWater will evaluate written proposals based on the following:

Weight Item 5% 2.1.1 Executive Summary 20% 2.1.2 Company Profile (including experience and references) 10% 2.1.3 Proposed Platform Services 15% 2.1.4 Proposed Architecture (infrastructure and network) 10% 2.1.5 Proposed Security 15% 2.1.6 Proposed Service Level Agreements (SLA’s) 15% 2.1.7 Proposed Disaster Recovery Plan 10% 2.1.8 Pricing

EPWater will short list the top two proposals from the above evaluation. Short listed Proposers will be required to participate in Oral Presentation on the date specified in section 1.4 SCHEDULE OF RFP EVENTS. Oral presentations will be evaluated based on the following:

Weight Item 30% Presentation of Key Elements from Proposal (Company Profile, Services,

Architecture, Security, SLA’s, Disaster Recovery, and Pricing) 70% Directed Q&A Topics (provided at the time of the short-listing notification)

EPWater will award the contract to the Proposer who accumulates the highest score for the evaluation factors listed above.



4.0 PROCUREMENT PROCEDURES & INSTRUCTIONS

4.1 NOTICE OF CONTACT WITH EPWATER EPWater is committed to maintaining the highest level of integrity concerning business performance relative to this RFP and review process. Accordingly, the Proposer and all other related contractors, partners, agents, liaisons, advocates, representatives or others promoting their position, are limited to contact solely with [email protected] as specified in this RFP. Furthermore, the Proposer and the proposed team will adhere to the EPWater Cone of Silence policy.

CONE OF SILENCE

The “Cone of Silence” is imposed upon each RFP, RFQ or Bid from the time of advertising until it is posted on the Public Service Board Agenda for award. The Cone of Silence prohibits communications with El Paso Water Utilities employees to attempt to influence the purchasing decision. As such, the Cone of Silence prohibits any communication regarding RFP’s, RFQ’s or Bids between, among others:

• Potential vendors, service providers, bidders, or consultants and El Paso Water Utilities employees.

• Potential vendors, service providers, bidders, or consultants, any member of the Board, the President/CEO, or their respective staff and members of the respective selection committee.

The provisions do not apply to, among other communications:

• Oral communications with Sr. Purchasing Agent, Purchasing Agent, Contracts Developer Coordinator, or Procurement Analyst, provided the communications is limited strictly to matters of process or procedure already contained the solicitation document;

• The provisions of the Cone of Silence do not apply to oral communications at pre-proposal or pre-bid conferences, oral presentations before selection committees, contract negotiations during duly notice public meeting, public presentations made to the President/CEO and Board members during a duly noticed public meeting; or

• Communications in writing at any time unless specifically prohibited by the applicable, RFP, RFQ or bid document.

In addition to any other penalties provided by law, violation of the Cone of Silence by any proposer or bidder shall render that proposer’s or bidder’s RFP, RFQ or bid award voidable. Any person having personal knowledge of a violation of these provisions shall report such violations to El Paso Water Utilities General Counsel and the Purchasing Agent. The “Cone of Silence” applies to any and all potential subcontractors as well.



4.2 HOW TO SUBMIT A PROPOSAL

Submit three hard copies of the Proposal and two electronic copies via individual USB flash drives. The due date for the Proposal is WEDNESDAY, OCTOBER 23, 2019 BY 12:00 P.M. MOUNTAIN TIME. Please submit your Proposal to the following address:

Attention: Levi Chacon, Purchasing Agent El Paso Water – Public Service Board Purchasing and Contracts Department 1154 Hawkins Boulevard, 1st Floor El Paso, Tx 79925

All inquiries regarding this Project and Request for Proposal must be submitted via e-mail to Mr. Levi Chacon at [email protected] , by 5:00 P.M. on October 16, 2019 MOUNTAIN TIME.

4.3 NOTICES a. Only responses delivered to Mr. Levi Chacon will be considered. b. No oral, email, telephone or faxed responses will be accepted. EPWater will share all questions of a

substantive nature with all Proposers, along with the appropriate answers, by way of an addendum published for this RFP.

c. No modifications to Proposals will be accepted after the due date. d. Each Proposer, as defined in this RFP, assumes full responsibility for delivery of their completed

Proposal materials by the deadline. e. The RFP documents, including addendums, will be posted to the EPWater website at

www.epwater.org. f. Proposals received and accepted shall become the property of EP Water and will NOT be returned. g. The Proposer should note that all questions, are part of the RFP Response. h. The Proposer may include sub-contractor(s) as necessary to provide a high quality, thorough, and

cost-effective solution and to meet minimum requirements of the RFP. i. The agreement with the selected Proposer will be contingent on EPWater receiving appropriate

approval to initiate this project from the El Paso Water Public Service Board. j. The RFP response should be prepared in a simple and straightforward manner, using the format

described in this RFP.

4.4 COST OF PROPOSAL The Proposer will be responsible for all costs incurred in preparing or responding to this RFP and subsequent activities and contract negotiations. The Proposer shall not submit any requests for reimbursements or invoices for fees with respect thereto.

4.5 CONFIDENTIALITY, MATERIALS SUBMITTED AND OWNERSHIP OF PROPOSALS This RFP is confidential and proprietary to EPWater. The Proposer may not, and agree that they will not, duplicate, distribute or otherwise disseminate or make available this document or the information contained in it without the express written consent of EPWater, which may be withheld for any reason at the sole discretion of EPWater. Consent shall be granted only if provided by the


http://www.epwater.org/


EPWater purchasing contact, Mr. Levi Chacon at [email protected]. Notwithstanding the foregoing, the Proposer may make this document available to those employees who have a need to know its contents in order to participate in the preparation of a Proposal and who are bound by contract to keep it confidential. The Proposer shall not include or reference this RFP in any publicity without prior written consent from EPWater which may be withheld for any reason, at the sole discretion of EPWater and which, if granted, shall be provided only by the EPWater purchasing contact. The Proposer shall not use or disclose to any third person any data, designs, drawings, specifications or other information belonging to or supplied by or on behalf of EPWater. Upon the request of EPWater, this RFP document together with all such confidential information, including any copies thereof, shall be returned to EPWater. All documentation, manuals and ideas submitted by the Proposer shall become the property of EPWater once they are submitted to EPWater. Any material submitted by the Proposer that is to be considered confidential must be clearly marked as such and must include all applicable restrictions. The Proposer is not allowed to mark the entire Response as “confidential.” No submission or supporting documentation will be returned to the Proposers except as part of a final definitive contract with the successful Proposer.

4.6 RESERVATION OF RIGHTS NEITHER THIS RFP, NOR ANY FURTHER CORRESPONDENCE OR DISCUSSION, SHALL CONSTITUTE AN OFFER BY EPWater, AND SUBMITTAL OF A PROPOSAL SHALL NOT BE DEEMED AN ACCEPTANCE. EPWater reserves the right to accept or reject any and all responses to this RFP at its complete discretion without explanation to the Proposer(s). EPWater reserves the right to withdraw or modify this RFP at any time.

4.7 PROPOSAL OFFER FIRM The Proposer guarantees that its Responses to this RFP, including proposed terms and pricing, are firm and binding for three hundred and sixty-five (365) days after the due date for submission of Proposals or receipt of the last best and final offer submitted.

4.8 TERMS AND CONDITIONS

Proposers are required to complete and return the attached terms and conditions (Attachment D – EPWater Terms and Conditions.docx) as a mandatory component of the proposal package. This attachment is not weighted for evaluation but is considered a mandatory component to for the proposal to be valid.

mailto:ljchacon@epwater.

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