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City of Seattle Request for Proposal Addendum #SPU-4540

Updated on: 10/01/2018

The following is additional information regarding Request for Proposal No. SPU-4540 titled Utility Customer Self Service Portal (UCSS) Solution Implementation released on 08/13/2018. The “REVISED” due date and time for responses is 10/08/2018, 12:00 PM (PT). This addendum includes both questions from prospective proposers and the City’s answers, and revisions to the RFP. This addendum is hereby made part of the RFP and therefore, the information contained herein shall be taken into consideration when preparing and submitting a proposal.

Item #

Date Received

Date Answered

Vendor’s Question City’s Answer RFP Revisions

1 8/20/18 8/21/18 Per the Utility Customer Self Service Portal Solution RFP, it appears that SCL requires that Part B bidders provide a technology solution that supports view usage capabilities for all customer segments. Will SCL consider a proposal for a solution that focuses solely on either the residential or C&I customer segments? Or will a proposal for only one specific customer segment be deemed ineligible, and eliminated from consideration?

The City is looking for both electric and water data as part of Part B and desires data from all segments. The City expects that the Vendor will address all segments from both SCL and SPU at least at the level as specified by the ‘Must Have’ and ‘Should Have’ requirements for Part B.

2 8/20/18 8/21/18 Does SCL have interval data for all accounts (across all customer segments)? If not, please explain which accounts do not have interval data.

SCL has interval data at least daily across all segments (residential meters are currently being converted to AMI). SPU (Water Utility) residential customers are read every other month. SPU commercial customers are read monthly.

3 8/30/18 9/5/18 If the original demo dates get changed will there be flexibility on new dates?

City Purchasing will keep all proposers apprised as soon as possible of any changes. City Purchasing will work with finalists as much as possible to address your needs but will need to balance the needs of the City as well so there will be

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limits to flexibility.

4 8/30/18 9/5/18 If two parties were involved, a prime contractor and software solution provider, would the prime contractor own the contract? Or would there be two separate contracts?

There would be one contract with the Prime with the Prime Vendor responsible for managing the Sub Contractor.

5 8/30/18 9/5/18 The prime contract will be for the services side. Would software licenses be included in the contract?

Yes, software licenses would be included in the contract with the Prime.

6 8/30/18 9/5/18 For the Minimum Qualifications, do the requirements for Contractor implementing Oracle CCB/MDM solutions and customer service portal solutions require that they need to be implemented as part of the same implementation.

No, for Minimum Qualifications there is not a requirement that the CCB/MDM and Customer Portals need to be implemented as part of the same project. Also, note that the Customer Portal Minimum Qualification does not specify Utility portals as the City will accept experience from any type of Customer Portal.

7 8/30/18 9/5/18 How did you determine the Minimum Qualifications? Internal or with external help?

The Minimum Qualifications were developed internally.

8 8/30/18 9/5/18 Will the vendors receive a copy of the PowerPoint after today's call?

Yes, see this embedded document

9 8/30/18

9/5/18 Does the City have a preference on which model: SaaS, Cloud, On-premise?Does the City have much experience with Cloud or SaaS?

There are no preferences as to solutions.The City has limited experience with SaaS (Software as a Service) and Cloud, but the PM and other team members have

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experience with SaaS and Cloud solutions.

10 8/30/18

9/5/18 Is the City looking at replacing / upgrading or using OUCSS?

The City is not tied to OUCSS (Oracle Utility Customer Self Service). The current OUCSS implementation is performing limited Escrow functions. The proposal can include OUCSS or not include it.

11

8/30/18

9/5/18 The RFP indicates 12-18 months for project duration. Our experience indicates 6-9 months. What is the reason you are looking at 12-18 months for project completion?

We put that expectation in the RFP as the City processes can make moving quickly a challenge. The City would welcome proposals for shorter implementation cycles. The City has called out a desire for iterative approaches and anticipate some iterations may be able to be deployed more quickly.

12

8/30/18

9/5/18 Are the upgrades referenced in the RFP part of the project?

There is a separate project underway to update our Oracle CCB/MDM. We are semi-dependent on that and the projects will occur in parallel. Currently the City plans on implementing the UCSS regardless of the Upgrade progress and adapt once the upgrade occurs.

13

8/30/18

9/5/18 Are you using an upgrade partner for the CCB Upgrade Project?

The City cannot comment at this time. At the point where the City can publicly comment on the Upgrade Partner, we will send this information via the Addendum channel.

14 8/30/18

9/5/18 Since the City has the CCB upgrades underway should the vendor propose to the upgraded or the current version.

The bid should be towards both the current version as well as the upgrade version. If your solution is impacted by the version of CCB/MDM, please include the impacts for

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each version and if there is a delta in your proposal based on version (e.g. functionality, level of effort, etc.). Ideally, the City would prefer to implement against the upgraded version but the need for UCSS is such that the City would like to implement as soon as possible should it be feasible.

15 8/30/18

9/5/18 Would the City consider responses for different components such as responses for supporting back end integration to back-end systems and not the UI work? Responses for just providing the system and hardware? Or responses for disaster recovery?

No, the City will work with Prime Vendors. The City anticipates that proposals will utilize sub-contractors and will not penalize for this. The ‘Inclusion’ evaluation encourages Prime Vendors to use Subcontractors who are WMBE. This would be especially advantageous for Prime Vendors who are not WMBE. Those on the phone please send your contact information to Presley. Presley will include in the addendum, contacts for vendor collaborations.

16 8/30/18

9/5/18 When will the addendum be put out? Presley is anticipating communicating this by the week of September 3.

17 8/30/18

9/5/18 Is there a certain City or organization that has a portal that was used as a model for what the City is trying to accomplish?

No. The City has reviewed some Utility Portals but not one that is exemplary.

18 8/31/18 9/5/18 Is the City looking for a company that has implemented Oracle’s CC&B and MDM or has experience integrating the proposed solution to Oracle’s CC&B and MDM?

The City is most interested in Vendor’s that have experience integrating with Oracle CC&B and MDM specifically in areas that are related to the business and technical requirements of the project (Moves, Solid Waste, View Usage, etc.). However, the City also believes that Vendors who have

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implemented CC&B and MDM will also have the required knowledge of system APIs to complete the project.

19 8/30/18 9/5/18 Will the City provide a list of Pre-Proposal attendees

Yes, see embedded document:

20 8/30/18 9/6/18 Update to Item #13 above: Are you using an upgrade partner for the CCB Upgrade Project?

Infosys Limited is the contracted vendor for the City’s CCB/MDM upgrade

21 9/6/18 9/14/18 Within the technical requirements (section 5.2) it is mentioned that the contractor will be responsible for maintenance after implementation. Would Seattle IT take full responsibility of maintenance and support of the production version of the application?

5.2.1.8 states that for ‘on premises solutions for hardware under the city’s control, the city will be responsible for maintenance’. This statement is accurate. For ‘on premises’ solutions the City will be responsible for maintenance of hardware. Also, the Vendor can propose a migration period where application maintenance can be migrated in whole or partially to the City as described in the SOW. This application maintenance would be detailed in the contracting process.

For SaaS and Cloud solutions, it is expected that the Vendor would cover all maintenance of the application and environment in their subscription/licensing costs.

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22 9/6/18 9/14/18 Would the City be willing to relax any of the minimum qualifications regarding Oracle experience listed in Section 4.6?

No, the City believes that a key success criterion is that the Vendor and/or Subcontractor has experience working with Oracle CCB/MDM interfaces and application in areas that are related to the business and technical requirements (see also Item #18)

23 9/6/18 9/14/18 Will the City of Seattle consider a custom solution with integration with the existing Oracle application?

Yes. The City, while preferring an out of the box solution, will consider custom solutions.

24 9/6/18 9/14/18 (12.3) If a custom solution is acceptable, will a product demonstration be required in round 3 of the evaluation process?

Yes, the City would assume that any custom solution would be based on an existing reference application and would expect the Vendor to demonstrate much of the required functionality in that context.

25 9/6/18 9/14/18 Is the City open to a brief discovery phase in order to validate the technology platform of the recommended solution?

The City would only consider this for vendors who are finalists in the process. In addition, the City would have to understand the proposal and what of the technology platform would need to be validated.

26 9/7/18 9/14/18 The business objectives states that: “Reducing customer calls to the Contact Center related to moves, payment, solid waste, account management, escrow and other activities. The highest volume of call is for moves and transfers.” We assume some of these features are already available online. If so, please describe the current paint (sic) points that you are facing with the existing functionality?

Current online features when present do not initiate any changes in CCB and at best create an email to be entered in the system.Pain points are as listed in the RFP requirements, we need to automate key processes, increase usability and improve communication/notification of status for transactions.

27 9/7/18 9/14/18 It looks like Seattle Public Utilities (“SPU”) Yes, these requirements are for integration

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and Seattle City Light (“SCL) (https://www.seattle.gov/util and https://www.seattle.gov/light) have most of the functionality using form submission. Are these requirements for fully integrated and automated with back end CC&B/MDM and other relevant systems?

and automation with back end CC&B/MDM and other relevant systems. Currently, in few cases (Escrow) there is partial integration of forms into the application. The majority of the forms result in emails which require manual look-up or entry in the relevant system(s). SCL also relies on fax for many processes rather than on-line forms. Again, resulting in manual workflows.

28 9/7/18 9/14/18 Is City looking to have an integrated portal (SPU and SCL) under in one portal or have two separate sites? We also need how the back-end systems for SPU and SCL have been set up.

The City desires an integrated portal that allows processes for both Utilities to occur simultaneously when needed (e.g. Moves). From the point of view of the customer, the portal shall be seamless as to which Utilities the customer is interacting with.The CCB/MDM applications have been set up as a single Billing system for both the utilities (SCL & SPU) with a single company model and separation occurring at the customer class and account level. This allows extensions to the billing process to generate separate bills for each utility.

29 9/7/18 9/14/18 Are there any other systems than what were given in RFP (CC&B, MDM etc.) that portal requires to integrate?

All of the known systems should have been provided in the RFP/SOW. Other than CCB and MDM, the application will need to integrate with the City’s Identity System (Oracle IDCS) for logon, KUBRA for payments; Equifax for identity verification, King County or an agreed to solution, for property ownership verification.

30 9/7/18 9/14/18 What are the possible integration mechanisms with your enterprise

The primary integration platform is Oracle SOA Suite – both OSB and BPEL

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systems? composites are supported.

31 9/7/18 9/14/18 What are the timelines for some of the inflight projects that are going on (CC&B upgrade, IDAM etc.)

The City’s IDCS is slated to be in production by 1Q CY2019.The CCB Upgrade is slated to be launched Q4 CY2019. The City will consider implementing portions of the portal prior to the upgrade where it makes sense from a risk and re-work assessment.

32 9/7/18 9/14/18 What are all the other packages (PIM/E-Commerce/DAM) used in the As-Is landscape?

There are no other systems in the As-Is landscape that fall under the categories suggested.

33 9/7/18 9/14/18 What is the current hosting mechanism. Is it on-premises or cloud? If cloud, is it Azure / AWS / Rackspace / Century Link / Google cloud or others and what do you intend to go ahead with, in future?Is there a preference for any specific cloud vendor, assuming you may already have an Enterprise Agreement in place?

CCB/MDM are hosted on-premises. The OS is Oracle Solaris and the hardware is currently a cluster of Oracle T5 servers with an upgrade targeting Oracle T7 and T8 servers.The City does not have a designated preferred cloud vendor.

34 9/7/18 9/14/18 Has City implemented any other application in its landscape in cloud? If so, in what cloud?

The City manages a few applications on Microsoft Azure.

35 9/7/18 9/14/18 What are the digital marketing capabilities present in the As-Is system and what are expected in future?

In the current systems for the Utilities there are limited digital marketing capabilities. Both Utilities are currently working on Customer Experience roadmaps. At the current time the strategy is undefined.

36 9/7/18 9/14/18 Are there any CMS or Portal product(s) Oracle Web Center is used by the utilities

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currently used like Sitecore or Oracle Web center? If yes, which one? Do you have preference around reusing those or to phase out?

(SCL/SPU) for content management and workflows for appropriate use cases. The City standard for content management is Ingeniux.

37 9/7/18 9/14/18 Assuming you have a CMS in place, are there any issues with existing CMS? What are those? Do you have any thoughts around replacing it and bringing new one?

The City and Utilities’ CMS technologies are the standard and any other CMS technology would have to be approved through an exceptions process.

38 9/7/18 9/14/18 Are you looking for any Content Management System capabilities in the new application? If yes, then please elaborate the exact set of functionalities and capabilities that you are looking for?

The City Utilities (SPU/SCL) currently have Oracle WebCenter Content for content management. The plan is to use the existing content management system.

39 9/7/18 9/14/18 Please provide details of static and transaction page counts for SPU and SCL sites?

We are not sure of the rationale for this request. We are not planning currently on any reuse of the ‘portal like’ pages.

40 9/7/18 9/14/18 How is Search implemented currently? Do you prefer any third-party tools?

Search capabilities on web resources have been implemented with Google. No City standard has been identified.

41 9/7/18 9/14/18 How does the operation, support and maintenance happen today?

The City has an IT Technical Team and Business Functional team that provides day to day support of the applications. We use ALM HP and/or VSTS to manage work items (defects/enhancements) and queues. The City also has an on-call support team that provides support during off hours.There is a defined standard release management process for handling defects/enhancements. These go through multiple non-production environments (DEV, QA, GOLD, UAT etc.) for approval

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before making it to production.

42 9/7/18 9/14/18 How are reports generated currently? What are the reporting tools used currently, if any?

The City standards for report generation are Tableau and Microsoft Power BI. Application specific licenses for Oracle OBIEE exist for the CIS (CCB/MDM) applications. CCB/MDM reporting is done using Oracle BI Publisher.

43 9/7/18 9/14/18 Are there any migration activities in scope? If yes, then how many websites are in scope for migration and please provide their details?

Projects are in flight for various departments to redesign their web presence and move content management to Ingenuix. The new pages will likely contain links to portal functions but are unlikely to be migrated.

44 9/7/18 9/14/18 How many localizations / language variants (such as Spanish) does the websites cater to or should cater to?

The City of Seattle core languages to be supported are:

English (US) Chinese (Simplified) Chinese (Traditional) Korean Somali Spanish (LATAM) Tagalog Vietnamese

SPU currently uses Google Translate to meet localization needs and uses the full language set that this provides.

45 9/7/18 9/14/18 Does the UCSS portal plan to allow customers to link their social media identity (Twitter/Facebook account) to link with UCSS accounts?

A decision has not been finalized, so the option should be considered.

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46 9/7/18 9/14/18 Do you have a preference of any JavaScript technology like Angular or React or any other?

While the City has not locked on an enforced standard, all of the OUAF and Oracle APEX applications use JSF with JQuery framework. The preference would be to stick with JQuery (on the UI side). On the backend, we prefer to use SOA based webservices.

47 9/7/18 9/14/18 Do you currently have a Native Mobile Application (iOS/Android) requirement for this application, or any direction on this in future? Who are the different set of users?

No, our requirement is to have responsive web applications. See Appendix N of the SOW for the Customer Segmentation. We also expect internal users for Data Analytics for Part B responses and for Co-Browsing assistance to Customers from Call Center personnel.

48 9/7/18 9/14/18 Have you decided on device(s) for different set of users?

Customers should be able to interact with the portal using all form factors of PC, Laptop, Tablet, Mobile devices.

49 9/7/18 9/14/18 What is the current mobility landscape?a. Do you use any Mobile Device Management (MDM) solution?b. Do you use or have considered any Mobile Middleware?

Based on our approach of responsive web applications we do not believe that this is needed. However, for internal MDM the City uses Intune.

50 9/7/18 9/14/18 Have you identified the devices, mobile platforms and OS versions that need to be supported for different set of users?

See Item #48

51 9/7/18 9/14/18 Do you have security policies around mobile devices identified?

The City has a mobile device policy for internal employees that is under review this year, but this policy is not applicable for public facing mobile applications and would not impact this project. The City does, however, have broader

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policies to adhere to regulatory compliance. The City is a Level 1 Merchant for PCI-DSS and must meet or exceed all requirements.

52 9/7/18 9/14/18 Any clear requirements on encryption and secure transmission?

Yes. Confidential data, including any PII and cardholder data, must be encrypted at rest and in transit. For transmission over HTTPS, the City has a policy of TLS 1.2 or higher. For data at rest or transmission of data over protocols other than HTTPS, data must be encrypted using FIPS 140-2 compliant standard. Authentication messages, such as username and password, must never be sent in the clear. Audit logs must be encrypted. The preferred way for transmitting data other than HTTPS is PGP, but this is not mandatory. Private cryptographic key components, architectural details of the key management infrastructure, and passphrases for key management are considered confidential data per City policy.

53 9/7/18 9/14/18 Any specific requirements around performance, availability, Internationalization and UI guidelines?

See Appendix L in the SOW for Performance requirements, for availability we expect 99.99% Availability. See Example User Story Group “55 – User Experience” in the Business Requirements for requirements related to user interface. The City expects the vendor to bring experienced UX staff to lead UI development in collaboration with City staff as part of the design and development process. See Business Requirements GEN93 and

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GEN94 for requirements related to Internationalization.

54 9/7/18 9/14/18 Is there any third-party notification solution leveraged for notifications or is it custom build?

Currently portal notifications are either custom build or through the KUBRA platform for billing and payment related items. Additionally, outside of the Portal scope the Utilities have Alert Seattle, a City-wide alert system operated by RAVE Mobile Safety, and Outage Management notifications from Oracle OMS. The driving factor for any notification system is for it to have a seamless look and feel and user experience regardless of where the notifications are generated.On principle the City does not promote custom builds, the City’s preference would be a third-party solution.

55 9/7/18 9/14/18 Please specify the existing data loss prevention (DLP) and data security guidelines mandated for user accounts with SCL and SPU. The guidelines shall be used to secure customer account data, when customer is sharing account information with escrow agent or Customer Service Representatives?

The City uses O365, SharePoint Online, and Security Compliance Center. SharePoint Online and OneDrive for Business are the standard tools for secure collaboration. Other solutions, such as PGP, may be allowed. While the City has a defined standard, the City would work with the vendor to establish secure guidelines on a case-by-case basis when working with solution providers.

56 9/7/18 9/14/18 Is there any requirement to enhance customer access using a multi-factor authentication (MFA) mechanism?

Any MFA will be handled via the City’s Identity Management application. A decision on whether MFA will be required for all accounts has not been made – the option should be available as a customer’s

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choice.

57 9/7/18 9/14/18 SOW states "Test Automation (front and back end) as determined appropriate in discussions with the City using Selenium". Please provide details on current backend test automation that you may already have. Also, we are assuming that we can leverage the existing automation scripts, please confirm.

The Vendor will be able to access current test automation scripts when available, but the City does not have automation for the functions that will be deployed for this project, so the Vendor should no assume that these would be helpful.As per the SOW Section 4, the City expects test automation scripts to be developed by the vendor which will be also available for the City to use and or modify for upstream testing. The City has an ‘Automation Framework’ written in Selenium + Java that the Vendor will be expected to utilize.

58 9/7/18 9/14/18 Please provide the prioritized matrix for Devices/OS & Browsers and Mobile which City of Seattle prefers for browser compatibility testing?

The City for Web Browsers prioritizes Internet Explorer, Firefox, Chrome, Edge in that order.

Mobile browsers natively supported by Samsung, iPhone and Google Nexus should be planned for.

59 9/7/18 9/14/18 SOW states "Technical Design may uncover other integration points". Please share all the integration points City has already identified and related technologies.

The SOW identifies all expected integration points. See #29

60 9/7/18 9/14/18 Please confirm the number of languages in scope for Internationalization and localization testing

The City of Seattle core languages to be supported are:

English (US)

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Chinese (Simplified) Chinese (Traditional) Korean Somali Spanish (LATAM) Tagalog Vietnamese

61 9/7/18 9/14/18 What types of security testing (i.e. web pen test, secure code analysis, mobile security, web services etc.) are in scope? Please confirm if Testing of control reports are also in scope for Security Testing.

Penetration Test and Static Code Analysis Yes, Control Reports are also in scope for Security Testing.

62 9/7/18 9/14/18 What are various Load Testing tools currently being used? Does client own any commercial performance testing tool / virtual user licenses / monitoring (production, staging) tools?

The City is currently using Jmeter or Visual studio load test. The vendor, should you choose to use these would need to write scripts to assure that metrics are generated.

As listed in the SOW, the City uses Oracle Enterprise Manager (OEM) for network monitoring.

63 9/7/18 9/14/18 SOW states "Create ‘Gold’ Test Data Set and establish process for resetting data to pre-test pass levels after test pass”. Please confirm if this data set can be used for both functional and performance testing during cloud migration.

It is anticipated that this data set would cover functional needs. Performance test needs will need to be discussed.The City will also use redacted production data sets for certain testing and these may be more appropriate for performance testing and/or migration testing.

64 9/7/18 9/14/18 Will any contact less payment process like Apple pay, NFC, Google PAY be included

The City is interested in forward looking solutions to business within the portal.

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in the portal or only net banking, Payment gateway and payment using debit / credit card numbers available?

Currently, in addition to bank EFT, City payment is handled via KUBRA Data Transfer LTD. Any proposed changes/enhancements in payment need to be considered in context of the current arrangement with KUBRA.

65 9/7/18 9/14/18 Please confirm the option for mobile device to access Unit/Sprint testing, SIT testing, UAT regions for testing : Option 1: The Test regions for mobile devices will be available in open internet without any specific authentication, SO mobile devices can access the sites via WIFI or SIMcardOption 2: The Test regions for mobile devices will be available in open internet with authentication by MDM tool (Mobile Device Management tool like junose pulse , Mobileiron , GOOD tools) based on authentication using tokens .Option 3: The Test regions can be accessed by WIFI only inside the ODC via INTRANET only , The Wifi will be connected to Seattle city network which has the Mobile test region ( Mobile testing )

As mentioned, the City’s approach for mobility for this project is responsive via device browsers. The mobile test access for test environments will be set up in the same manner as determined for web access during project kickoff. This is somewhat dependent on the proposed solution and if there are certain restrictions from the Vendor they should be clearly called out.

66 9/7/18 9/14/18 Is establishing CI/CD in scope for the RFP given that Client is already using Jenkins, Cucumber and Selenium?

While establishing Continuous Integration and Continuous Delivery (CI/CD) is not currently in scope, proposers are welcome to speak to structures/processes that position the City for this.

67 9/7/18 9/14/18 Appendix C mentions Response Plan and Response Time. Please provide context of

See Appendix J of the SOW for context

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which phase / environment is being referred.

68 9/13/18 9/14/18 For efficiency in the review the City would prefer that Vendors provide an easy way to separate the various response forms.

Section 11.1 General Instructionsa) Number all pages sequentially. The format

should follow closely that requested in this RFP

b) The City requires the following when responding to the RFP:

- One (1) original complete with pricing- Ten (10) copies without pricing

o Vendor Response Forms shall be easily separated for individual review

- One (1) copy of pricing in separate envelope (clearly marked)

- One (1) Electronic (flash drive, etc.) - One (1) additional flash drive containing a

redacted copy if you believe your proposal contains records that are exempt under the State of Washington’s Public Records Act.

c) All pricing is to be in United States dollars.d) If the City has designated page limits for

certain sections of the response. Any pages that exceed the page limit will be excised from the document for purposes of evaluation.

e) Please double-side your submittalf) The City will consider supplemental

brochures and materials. Proposers are invited to attach any brochures or materials that will assist the City in evaluation. The City would prefer electronic version if these supplemental brochures and materials.

69 9/19/18 9/27/18 We understand from section 3.1.3, that The City has lot of inflight projects like CCB, MDM etc. (including KUBRA which was mentioned 5.2.1). Since most of (if not

See Item #31; KUBRA is to be upgraded as part of the UCSS project although the City is considering upgrading the KUBRA software at the same time as the Identity

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all of) these applications are dependent applications, can we have the timelines for these in order to come up with realistic timelines from end to end solution.

(IDCS) implementation

Intent is for UCSS to target the upgraded CIS (CCB 2.6 & MDM 2.2) application.

70 9/19/18 9/27/18 Referring section 5.2.1, The current usernames will be migrated into Oracle IDCS by the Oracle IDCS team. Can we assume that the usernames will be available in IDCS and portal needs to enable SSO with KUBRA? Please confirm.

See #69, if KUBRA is upgraded to SSO at the same time the City implements Identity (IDCS), the ~227K users of KUBRA will be migrated to IDCS. In that case, the UCSS project will enable SSO throughout the portal in a seamless manner. If the KUBRA system is upgraded concurrently with the Portal, the project will need to plan for the conversion of KUBRA Usernames to IDCS.

71 9/19/18 9/27/18 We want to understand how many non-production environments (apart from Prod and DR) that will be (if it is on premise) or will have to be made (if it is cloud) available for development, testing, training, UAT, Performance testing etc. Is it fair to assume that many instances of back end systems are available?

The Vendor should propose the environments that they need. The minimum number of environments are Development, Training, SIT, Pre-Production and Production. It is fair to assume that the minimum environments listed above are supported with back end systems. For environments above the minimum, a mutually agreed to solution for back end systems will be developed that may include sharing back end systems where it makes sense or creating additional environments.

72 9/19/18 9/27/18 Kindly suggest if we need any Data Migration of the back-end systems into UCSS system.

We have listed Identity Management data migration in #69 and #70. Depending on the Escrow solution there may also need to be a migration of ~250 Escrow Agents from Oracle Identity Management (OIM) to the Identity solution. Other than these items, the City does not believe that there would

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need to be data migration associated with the project. Note that we are not defining such items as developing an indexed address lookup table(s) as migration. There might be new data migration requirements that can come up as part of the proposed solution.

73 9/19/18 9/27/18 We assume that City Automation framework supports Selenium, Jenkins and Cucumber. Our estimations and approach are based on BDD framework. Please confirm.

Yes

74 9/19/18 9/27/18 Does Seattle City anticipate having a dedicated OCM team for this project? If yes, how many FTE's?

The City wants to assure that the vendor understands that SPU is the City’s water/solid waste/sewer utility and SCL is the City’s electric utility. The UCSS solution supports both utilities.

The Vendor is expected to lead the Organizational Change Management effort.

For Organizational Change Management (OCM, each Utility will have a dedicated FTE for Change Management.

Also, to aid the vendor in developing and execution of the Change Management Plan the project will also provide:

3 Business Analyst FTEs with Change Management training to assist in this (workload to be jointly agreed although not 100% dedicated to Change Management)

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.5 FTE from both SCL and SPU of Communication professionals to aid in communication related matters.

75 9/19/18 9/27/18 Will Seattle City have a dedicated team to develop the training materials?

Although SPU and SCL have each an FTE dedicated to training, the vendor should plan to supply the documentation and the business will modify those documents to meet their needs.

76 9/19/18 9/27/18 Is there a “help file repository reference system” that will need updates for call center resources supporting website transactions?

The Contact Center uses Knowledge Point via SharePoint. Any new procedures and/or updates to existing procedures or new capabilities will need to be developed as part of this project.

77 9/19/18 9/27/18 How many Seattle City internal stakeholders would need training?

Estimate:SCL – 100 SPU – 125IT – 40 Other - 10

78 09/20/18 9/27/18 KUBRA is the current payment provider. What electronic payment methods does SPU allow today? (i.e. ACH, Credit Card, Debit Card)

The City wants to assure that the vendor understands that SPU is the City’s water/solid waste/sewer utility and SCL is the City’s electric utility. The UCSS solution supports both utilities.The City currently accepts ACH, Credit and Debit cards as payment methods. The card brands accepted are Visa, Mastercard and Discover.

79 09/20/18 9/27/18 Is there any consideration for an additional payment provider if pre-built integration to

The City would look at any proposal in this area however this does not exclude the

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the UCSS solution is in place? Vendor from supporting the current KUBRA solution. KUBRA is the City’s standard e-payment vendor who also provides other services to SCL and SPU including bill presentment.

80 09/20/18 9/27/18 For AutoPay, is this data stored in CC&B or handled by KUBRA?

KUBRA stores AutoPay data.

81 09/20/18 9/27/18 For AutoPay, does SPU allow customers to leverage both ACH and Credit Cards?

The City wants to assure that the vendor understands that SPU is the City’s water/solid waste/sewer utility and SCL is the City’s electric utility. The UCSS solution supports both utilities.Yes, the City allows autopay for both payment methods

82 09/20/18 9/27/18 Does SPU want to accept Payment via SMS/Text?

The City wants to assure that the vendor understands that SPU is the City’s water/solid waste/sewer utility and SCL is the City’s electric utility. The UCSS solution supports both utilities.Yes, this will be supported in the newest version of the KUBRA system.

83 09/20/18 9/27/18 How does SPU currently store electronic copies of Bills/Invoices/Payments?

a) Is there a current service of mechanism for allowing CSR/Agents to display internally through CC&B?

The City wants to assure that the vendor understands that SPU is the City’s water/solid waste/sewer utility and SCL is the City’s electric utility. The UCSS solution supports both utilities.Yes, CSR/Agents have the ability to view electronic copies of bills generated for both SCL and SPU using CC&B through an application called ISView. There is an URL in CC&B available to internal users which is used to retrieve a bill for display in ISView.

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CSRs/Agents also have the ability to view bills in the KUBRA system. Payments and related details are accessed via KUBRA.

84 09/20/18 9/27/18 For Budget/Level Billing Customers, are accounts trued up during the 12th month or recalculated at the beginning of each calendar year?

Budget Billing customers are recalculated on the 12th month of their Budget billing plan.

85 09/20/18 9/27/18 Does SPU currently store weather data per zip code?

a) What weather data points are stored?

b) Is there an existing API to retrieve this information?


Weather Data is not maintained by Zip Code.

Weather data is maintained in the Meter Data Management system (MDM). Data points from four Channels: Temperature, Wind Speed, Relative Humidity, and Atmospheric Pressure are maintained. Hourly weather data measurements on each channel (24 x 4 per day) are uploaded from two NOAA Seattle weather stations – SeaTac and Boeing Field via a SOA interface.

Yes, there is an existing MDM API.

86 09/20/18 9/27/18 At what junctures would SPU validate a potential or current customer utilizing the Equifax verification?

The City wants to assure that the vendor understands that SPU is the City’s water/solid waste/sewer utility and SCL is the City’s electric utility. The UCSS solution

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a) When Start Service is requested? b) Any other times?c) Is this only for personal

identification or is there also a credit check?

d) What data points are collected to perform the validation?

supports both utilities.

a) Yes, when Start Service is requested

b) Other: Escrow Start Servicec) Personal IDd) Equifax controls this

The City validates a customer’s identity via Equifax verification if they are a new customer who has not previously had an account within the Utility. This verification happens when customers want to start service. There is no credit check involved, just personal identification through a series of questions. Equifax controls the data points that are used for verification.

87 09/20/18 9/27/18 Does SPU store SSN, FEIN or some other unique identifier for each Person registered in CC&B? Meaning, if there are multiple financially responsible individuals on an Account, is there a unique Person ID which can be used to verify the identity of the exact person interacting with the UCSS?

The City wants to assure that the vendor understands that SPU is the City’s water/solid waste/sewer utility and SCL is the City’s electric utility. The UCSS solution supports both utilities.Yes. Each person registered in CCB has a unique person id. There may be multiple persons associated with an account but only one financially responsible for the account. We do not store personal identifiable information such as SSN, FEIN or driver’s license.

88 09/20/18 9/27/18 Are SPU’s CC&B and MDM implementations on premise or hosted?

The City wants to assure that the vendor understands that SPU is the City’s

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water/solid waste/sewer utility and SCL is the City’s electric utility. The UCSS solution supports both utilities.These implementations are currently on-premise.

89 09/20/18 9/27/18 Does SPU currently leverage the following functions within CC&B?

a) Case Management?b) Customer Contacts?c) To-Dos?d) Sales and Marketing?e) Field Activities?f) Field Orders?g) XAI Inbound Services?h) Outbound Messages?i) Notification Downloads?


a) Case Management? Yesb) Customer Contacts? Yesc) To-Dos? Yesd) Sales and Marketing? Noe) Field Activities? Yesf) Field Orders? Yesg) XAI Inbound Services? Yes in CCB

2.4 but will be changing to IWS in CCB 2.6

h) Outbound Messages? Yesi) Notification Downloads? No

90 09/20/18 9/27/18 What AMI system is being leveraged by SPU?

The AMI system is implemented for the Seattle City Light Utility (SCL). This is a landis+gyr system.

91 09/20/18 9/27/18 Does the current seattle.gov website comply with the same level of ADA compliance desired in the UCSS Solution?

Seattle.gov is working towards WCAG 2.0 AA or better compliance, but not all seattle.gov web properties have yet reached that goal. The expectation for the UCSS Solution is that it will meet the WCAG 2.0 AA per https://www.w3.org/WAI/standards-guidelines/wcag/

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https://www.w3.org/WAI/standards-guidelines/wcag/

https://www.w3.org/WAI/standards-guidelines/wcag/



Item #

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92 09/20/18 9/27/18 As per the RFP, "The portal must be able to provide the same functionality as the City's Landlord Owner Agent (LOA) application." Please share details regarding the functionality provided by your current LOA application?

See Appendix M of the SOW for more details Open Account, Close Account, and

Transfer Service of a tenant in the landlords or agent’s purview.

o The landlord must provide the move in/move out date, unit service address (this will need to be a verified address pulled from CCB), meter read if not an AMI meter, tenant’s contact and mailing information, and co-applicant (if applicable).

o In addition, application must be able to confirm the user acting as the Landlord has a signed Landlord agreement.

93 09/20/18 9/27/18 Regarding the high availability requirements, please confirm if the City is looking at an Active-Active solution or an Active-Passive solution? Are existing systems highly available, or do they need to be made highly available as part of this solution?

CCB and MDM are highly available (Active-Active with a 3-node cluster) and implemented using Weblogic clustering and Oracle 11g RAC databases. Load balancing is achieved using a combination of OHS and F5.

Active- Active solution is preferred.

Note: The assumption is that the question is on the primary site architecture. CCB/MDM currently do not have a DR solution in place.

94 09/20/18 9/27/18 While “co browsing”, does the City have a requirement for the CSR to be able to perform all end-user functions, or only a subset of the functions? If it is a subset of

See requirement COB2, ‘The co-browsing solution will limit City staff to observation, pointing, drawing, highlighting and annotating on webpages; City staff will not

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the functions, what are those functions? be able to take action on behalf of the portal customer.’

For Co-browsing the City expects the CSR / Agent to have the ability to view and mimic all steps as a customer up to the point prior to executing the actual transaction on behalf of the customer. But the City would be willing to see all options for co-browsing to determine the best solution

95 09/20/18 9/27/18 Can the City provide all the integration patterns expected with the new system?

A. Request-ResponseB. Batched

1. Scheduled2. Event based

To be defined as part of the project.

Any patterns supported by CCB, MDM and Oracle SOA suite maybe employed.

96 09/20/18 9/27/18 Please share the Integration details for the two Solid Waste Haulers?

A. Is integration in real-time or batched via files?

B. What is the protocol used for integration?

Integration with the Solid Waste Haulers is through a batch interface where we supply files on a SFTP Server and the vendor picks up the files. Likewise, the vendor can place files on the SFTP servers which we will then pick up for processing. There can be multiple files per day.

97 09/20/18 9/27/18 As per the RFP requirement, "When addressing defects discovered in the system, the vendor must comply with the SLA for each severity as determined and agreed upon by the City Business Units (SCL and SPU)"

See SOW Appendix J – Defect (Bug) Severity Reference and SLA

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A. Please provide SLA details, if available

98 09/20/18 9/27/18 Is there a requirement for direct integration between Recology and Waste Management and the new system? Or will Recology and Waste Management continue to integrate through CCB?

Recology and Waste Management are planned to continue as CCB batch operations. There is no requirement for direct integration through UCSS.

99 09/20/18 9/27/18 What are the interface details for King County’s property search tool (Security, Endpoints, Protocols, Platform etc.)?

The City is working with King County to develop an API, but no specifications are available at this time.

100 09/20/18 9/27/18 Does the City have licenses for performance testing tools, such as Load Runner?

The City uses the open source tool JMeter.

101 09/20/18 9/27/18 Does the City have licenses for penetration testing tools, such as IBM Appscan?

Yes, the City has licenses for Kali, Metasploit, BurpsuitePro

102 09/20/18 9/27/18 Please confirm which Enterprise Service Bus the City is using? (OSB or OESB).

We use Oracle SOA Suite 12.x which includes SOA and Oracle Service Bus (OSB).

103 09/20/18 9/27/18 It is our understanding that we can use the existing Enterprise Service Bus for integration requirements for the solution. Please confirm if this understanding is correct.

Yes, this is correct we can use the existing Oracle Service Bus & SOA Suites for the solution.

104 09/20/18 9/27/18 Does the City have any restrictions or preferences on the use of Open Source solutions?

The vendor may suggest/recommend an open source technology as part of the solution, but the City reserves the right to approve said open source technology.

105 09/20/18 9/27/18 Is the list of Oracle components provided See also Appendix D of the SOW

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in section 3.1.3 exhaustive, or are there more components that are not be included in the list, such as Oracle Data Integration Platform Cloud?

106 09/20/18 9/27/18 KUBRA currently contains historical billing information. Is it expected that the new system will provide the same feature? Is the City expecting a migration of historical bills from KUBRA to the new system?

KUBRA is intended to remain as the City’s payment system which includes the viewing of bills. CCB is the system of record for the billing information.

107 09/20/18 9/27/18 What database(s) is / are being used by the City for storing customer data? Is the City expecting customer data to be retained in the existing platform, or migrated to the new platform?

CCB is the system of record and will continue to be the system of record for the customer data related to Utilities.

108 09/20/18 9/27/18 Are there any expectation to retain data in legacy databases? If yes, then which system(s) will act as the Master of Customer data (i.e. single source of truth), and what is the data synchronization requirement to/from the new system?

CCB and MDM are the system of record for the meter and customer billing data. Data synchronization may be required as part of the proposed solution.

109 09/20/18 9/27/18 Are there any systems that would be sunset during the implementation of the new platform?

It is expected that the functionality of Landlord Owner Agent (LOA), OUCSS Escrow (OUCSS if not used in the new application) and other applications will sunset.Depending on the Part B solution certain other applications for usage data reporting may also sunset such as Meter Watch.

110 09/20/18 9/27/18 Is the assumption valid that the City would be responsible for any required data cleanup, prior to migration?

Yes

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111 09/20/18 9/27/18 What is the current system used for Address Validation, and what are its corresponding endpoint details (Security, Endpoints, Platform and Protocols)?

The Service Address is validated through the City’s GIS (Geographic Information System)Mailing Address is validated through “Finalist” (Pitney Bowes).

The City’s GIS is an Open REST API and Finalist is a batch process managed by CCB.

112 09/20/18 9/27/18 Can you please provide estimates of the data volumes to be resident in the application? Please break the data down by:

a. Accountsb. Customersc. Addressesd. Userse. Administrative Usersf. Invoicesg. Invoice Linesh. Meter Datai. Other Significant Data

Elements

A. Accounts1. Commercial: ~60K2. Residential: ~568K

B. Customers1. Commercial (Primary): ~44K2. Residential (Primary): ~408K

C. Premises1. Commercial: ~53K2. Residential: ~412K

D. Active Service Points1. Commercial: ~112K2. Residential: ~1.04M

E. Active Agreements1. Commercial: ~92K2. Residential: ~745k

F. # Bill Cycles:169G. # Bills across all cycles ~700KH. Current Average # reads/day: ~688K

(note: AMI not yet fully deployed)

113 09/20/18 9/27/18 Would it be sufficient if only Edge, Firefox, Chrome and Safari browsers were supported for internal users?

The City’s current browser standards are to support Internet Explorer (currently V11), Chrome, Firefox, and Edge.

114 09/20/18 9/27/18 Would it be sufficient if only Edge, Firefox, Chrome and Safari browsers were

The City would expect Internet Explorer to be added to the list based on current users.

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supported for external users?

115 09/20/18 9/27/18 How does the Oracle content management system fit into the overall current architecture? Where is the content being used or ingested in other systems?

Currently Oracle Web Center Content is used by Utilities to manage content associated with CCB.

Ingenuix is a City standard for Web Content management.

116 09/20/18 9/27/18 Does the new implementation need to retrieve/deliver content from/to the existing CMS (Oracle Web Center)? If so, what type(s) of content?

Yes. The type(s) of content will be defined by the proposed solution.The type(s) of content could include but are not limited to photographs, PDF documents, and MS Office documents.

117 09/20/18 9/27/18 Would it be acceptable if the portal solution leveraged a native CMS for certain type(s) of contents?

Potentially yes, the City would like to understand the use cases and what contents would be stored in the native CMS. For on-premises solutions the City would prefer sticking to the City’s standard.

118 09/20/18 9/27/18 Who is responsible for managing the Web Content that will be displayed in the Portal(s)?

Communication and business teams at both utilities manage the web content.

119 09/20/18 9/27/18 What content or documents are required by the City to onboard new utility customers, or to process a request to change an address?

The City requires the customer to verify their identity prior to initiating service with either utility. The verification process may change to be more automated as part of this project.

120 09/20/18 9/27/18 Regarding the requirement where “The City representative will see what the customer selected prior to initiating a chat

The “selected” refers to where in the on-line form the customer is working when he/she selects chat. For example, if the customer

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session”, could you please provide a more specific definition of “selected”, to clarify exactly what context needs to be passed to the chat?

were completing a Start Service Transaction and has started to enter the Premise Address when he/she decides to engage chat then the recipient of chat will be notified the customer is starting to enter the Premise Address.

121 09/20/18 9/27/18 Regarding the requirement where “Actions in the UCSS portal may require login or may not require login. The vendors design should accommodate the ability to move an item that did not require login to one that does and vice versa”, can you provide an example? Is the requirement that there be an administrative feature to move the function in/out of the authenticated domain, or for transactional data to persist on sign-in and sign-out?

Certain functions are currently available without a log in, such as collection calendar and stopping service. These items should be able to be accomplished without login in, in the event that the user research and testing concludes that this is the preferred option. The City may want to move certain functions that do not require log in based on security needs and likewise take features that required login out of that requirement or change the timing of when that login would be required to increase adoption and to follow usability best practices. The intent would be to have this as a configurable item, but the City would also be open to discuss other approaches with the understanding that these would need to be mutually agreed to.

122 09/20/18 9/27/18 Regarding the requirement where “The portal must allow for a type of user profile that only has to access view usage, without access to other portal areas, where account access has been granted.”, would it be acceptable if this (and similar features) were available on an internal platform, separate from the Portal?

The intent is to provide capability to the external customers to assign third party analysts access to usage information only.

In addition, this requirement covers internal analysts who aggregate usage data.

The External Access needs to be provided by the portal, the internal analyst use case

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could be provided by another means.

123 09/20/18 9/27/18 Regarding the requirement where “All portal pages must be designed to be global ready”, can the City please define “global ready”? Does this extend beyond language translation?

Yes, the application design should be designed with internationalization in mind and support not only localization but also the locale model.

124 09/20/18 9/27/18 Can you provide the scope of the Search solution? Can Search be limited to data that will be resident in the system, or does it need to search other databases, as well? Does the Search need to inspect text in documents?

This depends on the proposed solution and the requirements that might come up as part of the project.

125 09/20/18 9/27/18 It is stated in RFP that “The City will provide staff to aid in the Customer Change Management process.” Can you share how many FTEs will be provided and describe the background of these resources, including their experience working in a Change Management capacity?

City IT will provide the services of 3 FTE Business Analysts for the project (note: these are not 100% dedicated to the change management process and their participation level will be balanced out across all needs) – all will be Prosci Certified Change Management Professionals. One core team member serves as the Organizational Change Manager for one of the City’s largest IT initiatives.Additionally:SPU and SCL will dedicate 1 FTE each to Change Management ActivitiesSPU and SCL also have each .5 FTE of Communication Professional time dedicated to the project to assist with communication needs.

126 09/20/18 9/27/18 To the extent that the City has had positive Positive Change Management experiences

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and negative experiences with Change Management, could you please share what types of engagement have significantly and positively contributed to project success?

included: Executive Sponsors were engaged

and visible throughout the project Stakeholders and staff were provided

communication along the way so that they felt informed and engaged throughout the project

Training and outreach are key to the success of change

127 09/20/18 9/27/18 In addition to the citizens that will use the Portal, and internal users that will administer the Portal, please identify any groups of internal and external stakeholders that will need to be engaged by the Change Management team?

The primary users would be the Customer Service Representatives who perform back office functions, Utility Account Reps who respond to customer calls, and emails.In addition, the Change Management team will need to engage the following internal teams: Seattle IT Applications Team, Seattle IT Infrastructure Team, Seattle IT Digital Services Team, Seattle IT Privacy & Security Team, SCL Customer Service, SCL Communications & Regulatory

Affairs Customer Care Division (Customer Accounts, Credit & Collections, Electrical Service, Technical Metering, and Account Executive Office),

SCL Marketing & Renewable Energy, SCL Customer Energy Solutions, SCL Customer Care Business

Technology Solutions, SCL Communications, Marketing

Team, Web Managers, SPU Executive Team,

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SPU Customer Service Branch (CC&B Systems Operations, Utilities Customer Response Division, Customer Billing Services, Utility Services Team, and Strategy & Performance),

SPU Business Support, SPU Marketing, SPU Training

128 09/20/18 9/27/18 Respectfully, would it be possible to receive an extension of 10 business days to complete the bid response? In order to provide a comprehensive offering to the City, the content development will require a significant effort from across our organization. In addition, we are eager to assess, and factor into our offering, content related to the City’s view on submitted questions above.

The City feels that the 8 weeks given for portal responses was sufficient. The City will extend the due date for RFP Responses to 12:00 PM (noon) Pacific Time Monday October 8th, 2018 to accommodate the last set of question responses.

Table 1 Solicitation Schedule:Sealed Proposals Due to the City:

October 8, 2018 12:00 PM (noon) PT

129 09/20/18 9/27/18 We understand the City desires a single source for software and licenses, and we recognize that this question has been posed before. But we would encourage the City to be open to responses from system integrators that can also provide a firm quote for software to be provided by a separate vendor. While the City would not be obligated to select such a response, we believe that inviting such responses would provide the City with a better representation of the best solutions available in the industry.

The City requires a complete proposal including all licenses in addition to the software. This single solution can be as a result of a collaboration of different firms where one is clearly defined as the Prime and all others as subcontractors.

130 09/20/18 9/27/18 What are the roles and level of engagement of City of Seattle team

The City project team draft participation level:

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members who will be involved with this project?

Lead Project Manager (1 FTE), Technical Project Managers (1.5 FTE), Business Leads from each Utility (2

FTE) Business Analysts also trained in

Change Management (~3 FTE) Usability Specialist (.5 FTE) Solution Architect (1 FTE), Enterprise Architect (as needed) Utility Change Management Leads (2

FTE), Utility Communication Leads (2 X .5

FTE), Utility Training Leads (2 FTE), Members from the CIS team (~ 4 FTE), Quality Assurance/Testing (3 FTE) Network Specialists (~ 2 FTE), City Web Team (1 FTE), SMEs (10 X .25 FTE), Business Owners and Executive

Sponsors from SPU, SCL as well as IT (as needed)

131 09/20/18 9/27/18 Has a budget been identified for this project?

Yes, but the City chooses not to release that budget figure

132 09/20/18 9/27/18 Can you help connect small and diverse firms with potential primes for the project? (We) are a local WBE certified user-centered design consultancy with expertise and experience relevant to the user experience strategy and design scope of work for this project.

Unfortunately, the City cannot not assist in connecting firms in partnerships. All potential vendors are welcome to create partnerships on their own. We have included the pre-proposal attendee list in item #19 above as a snapshot of some of the potential proposers.

133 09/20/18 9/27/18 Has any user research already been conducted? Have user groups been

A broad collection of user personas have been identified, but more research and

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identified? focus on key groups will be needed. Personas are listed in SOW appendix I.

134 09/20/18 9/27/18 For 4.6 User Experience Strategy and Design, is the City of Seattle open to proposals that deviate some from the order of components under 4.6.2 but follow the user-centered design process and might better meet your goals to improve customer experience?

Yes

135 09/20/18 9/27/18 Is the city open to solution options not from Oracle product stack and replacing OUCSS with other solution? Can you also specify any specific preferences with respect to the solution?

Yes, the City is not tied to the Oracle product stack for the UCSS portal project. Other than the stated ‘forward looking’ and out of box preference there are not any specific preferences as to the solution.

136 09/20/18 9/27/18 There are many possible solutions, however, the cost of solutions varies quite a lot. We would like to propose a solution which is within the range of city budget. Thus, can you please specify indicative budget of this RFP?

No, the City would expect the Vendor to propose the best solution. If the vendor has a few solutions in mind, they are welcome to make multiple proposals.

Based on the completeness of the solution, the utilities are willing to seek additional funding approval in the case where the solution would replace other existing products or provide us a forward-looking solution.

137 09/20/18 9/27/18 Can you please confirm if OUCSS is used by customers currently or you are planning a fresh implementation?

OUCSS has limited use today. It is only used in the Escrow application for Escrow Agents (external customers). In all cases, whether with OUCSS or another solution, the City would expect a fresh implementation for this specific functionality.

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138 9/21/18 9/27/18 Would the City consider extending the deadline for responses an additional 2-3 weeks from the current October 4th deadline?

Also, if a bidder was to submit their response post the October 4th deadline, would the City still consider their proposal?

The City feels that the 8 weeks given for portal responses was sufficient. The City will extend the due date for RFP Responses to 12:00 PM (noon) Pacific Time Monday October 8th, 2018 to accommodate the last set of question responses.

See Section 10.8.1 for the City’s policy on late submittals.

Table 1 Solicitation Schedule:Sealed Proposals Due to the City:October 8, 2018 12:00 PM (noon) PT

139 9/26/18 9/27/18 Having submitted questions to your UCSS RFP SPU-4540 last Thursday 9/20 we would like to understand when and how City responses to remaining bidder questions will be provided in order to afford sufficient time for follow up and incorporation of resulting implications into responses.

Given pending receipt of these responses as well as the complexity of the engagement and limited time remaining to craft a response that reflects potential responses to these questions, we would also like to understand whether the City might consider extending the response deadline to Monday, October 8 to allow additional weekend time to respond.

The City will extend the due date for RFP Responses to 12:00 PM (noon) Pacific Time Monday October 8th, 2018.

Table 1 Solicitation Schedule:Sealed Proposals Due to the City:October 8, 2018 12:00 PM (noon) PT

140 9/27/18 10/1/18 9.1 Background Checks and Immigrant Status - Background checks will be required for workers who will perform the Work under this Contract.

This is correct, this only applies to the contractor personnel that are performing work under this contract and not the Cloud Service Provider.

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We assume this only applies to contractor personnel that are performing the solution implementation services and not the Cloud Service Provider (CSP) personnel that are hosting the solution. Can you please clarify / confirm?

For example, CSP engages the services of a background screening vendor to conduct background checks on employees at the time of hire in the United States.

CSP also performs background investigations in certain foreign countries. The scope of these checks is subject to local laws in the jurisdictions in which the employee is hired. Can the City please modify this requirement accordingly?

141 9/27/18 10/1/18 Technical Requirements Part A6.10.4 The application design and source code must be reviewed and verified by the City development team to ensure the system is implemented per City security standards and industry best practices.6.11.7 The City shall own all source code specific to their application

For PaaS/SaaS solutions, a Cloud Services Provider (CSP) would be responsible for maintaining access in terms of performance and availability to the City's data. The City’s data would be owned by the City. The City would have

Regarding 6.10.4 Source code that would be reviewed would be that source code as described in 6.11.7 below for CSP based solutions.Design review will occur based on reasonable jointly approved criteria.

Regarding 6.11.7 The City ownership of source code created specific to the City’s application is a valid requirement. This is source code developed specifically for the City as opposed to being for a pre-existing feature in an ‘out of the box’ solution or other ancillary code in the case of a CSP based solution. It would cover CSP, on

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access to its data and metadata, but not any of the PaaS/SaaS solution source code. The City would have full rights to extract their data at any time during the subscription service. However, PaaS/SaaS CSP does not typically offer system source code because it is inapplicable to software delivered as a service subscription through a multitenant architecture. While it is possible to provide the source code in an escrow account for a configured solution, the source code would only be able to operate in the CSP's PaaS/SaaS environment. Therefore, can the City remove the source code requirements?

premises (including on-premises components of a CSP solution that the Vendor developed) as well as any Browser specific components. The methodology of meeting this requirement will be determined during contract negotiation but the City is amenable to an Escrow solution.

142 9/27/18 10/1/18 UCSS Scope of Work3.8.6 Disaster Recovery3.8.6.1 Recovery Time Objective:- Critical function within business hour (7AM to 7PM): 1 hour- Critical function outside business hour: 2 hours- Non-critical function within business hour (7AM to 7PM): 2 hours- Non-critical function outside business hour: 8 hours or within next day business hour3.8.6.2 Assumptions- The RTO is defined above assumes the portal will have ability to operate in a “disconnected” mode when there is an outage (planned and unplanned)- Critical vs non-critical functions will be

These are business requirements and negotiable during the contract process.

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identified during Functional Design3.8.6.3 Recovery Point Objective- 1 minute or less data loss

The Cloud Service Provider is a service provider and the City would be one of hundreds of thousands of customers using the service. Cloud Service provider utilizes one Disaster Recovery process for all customers and commits to a RPO of 4 hours and a RTO of 12 hours. Therefore, can the City please adjust this requirement accordingly?

143 9/27/18 10/1/18 UCSS Scope of Work4.15 Post Implementation / WarrantyWe believe that this only applies to contractor personnel and the prime contract provider that will be performing the solution configuration and implementation services and not the Cloud Services Provider (CSP) personnel that are hosting the solution. Can these requirements be modified to reflect that this is not required for the CSP hosting the solution?

No, the requirement is applied to the solution. Defects need to be addressed and corrected as per the warranty terms regardless of their source.

144 9/27/18 10/1/18 UCSS Scope of WorkScalability- The proposed architecture should scale to support the current 350K users with a 40% growth over the first-year post implementation (growth rates at beyond the first year is estimated at 5-10%) with a performance response time of 3 seconds

No, this requirement is to assure that the proposed solution will scale and be performant. The maximum response time will be specified as part of the SLA.

The City is interested in the performance of the vendor’s solution and realizes that from

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or less assuming that 10% of users are online at any one time.

This can be difficult to measure and relies on other components outside of the Cloud Service Provider's control. The CSP provides a transparent display of its performance through a public website that the City will be able to access at any time during the subscription service. Therefore, can the City please remove this requirement?

an individual customer point of view items such as Computer processor, home network, Internet service provider affect the performance experience.

145 9/27/18 10/1/18 Technical Requirements Part A - Should Have 6.10.9 / Security What duration (weeks/months or years) do you intend to maintain audit log history?

The City retention rules for this data is six years plus current year. However, this requirement is not for active logs. The design process will determine the duration of active logs and methods for archiving and retrieval.

146 9/27/18 10/1/18 RFP 3.0 Background

The City indicates that the UCSS project is one facet of an "over-arching strategy of ongoing improvement of the customer experience leading to increased satisfaction from effective customer interaction and service." Does this strategy include a potential for replacement/modernization of the City's Customer Relationship Management

No, while the City is receptive to understand the overreaching architecture strategy for the proposed solution, this is not in the scope of this engagement.

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software that would require tight integration/interoperability with the UCSS portal?

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