Loading...
HomeMy WebLinkAboutRFP - P634 CUSTOMER INFORMATION SYSTEMCity of Fort Collins Admin..,crative Services Purchasing Division REQUEST FOR PROPOSAL CITY OF FORT COLLINS A COMPREHENSIVE CUSTOMER SYSTEM SOLUTION PROPOSAL NO. P-634 The City of Fort Collins is requesting proposals from firms for the replacement of its Utility Billing System. The intent is to acquire a strategic Billing, Collection and Customer Service System, designed to meet emerging consumer demands in a deregulated environment and to embrace the opportunities of new technology. The outcome will be a long-term business relationship with an established systems developer who will install, support, and continuously enhance information solutions for the benefit of the City of Fort Collins. See Attachment A. Written proposals, One (1) original and five (5) copies will be received at the City of Fort Collins' Purchasing Division, 256 West Mountain Avenue, Fort Collins, Colorado 80521. Proposals will be received before 3:00 p.m. (our clock), on Friday, September 5, 1997. Proposal No. P-634. Proposal Documents may be obtained in one of the following ways: Download the proposal and all associated documents at: http://www.ci.fort-collins.co.us/CITY_HALLIPURCHASING.htm, then via links to Current Proposals. 2. Call the City of Fort Collins Purchasing Division, 970-221-6775. All questions regarding the proposal should be in writing and directed to Opal F. Dick, CPPO, Senior Buyer, City of Fort Collins' Purchasing Division, 256 West Mountain Ave., P. O. Box 580, Fort Collins, Colorado 80522. Phone: (970) 221-6775, FAX (970) 221-6707. Sales prohibited/conflict of interest: No officer, employee, or their dependent or person residing in and sharing the expenses of their household, shall have a financial interest in the sale to the City of any real or personal property, equipment, material, supplies, or services. This rule also applies to subcontracts with the City. This shall not apply to members of any authority, board, committee or commission of the City, other than the members of the City Council. Soliciting or accepting any gift, gratuity favor, entertainment, kick -back or any items of monetary value from any person who has or is seeking to do business with the City of Fort Collins is prohibited. Any vendor knowing of this type of activity is encouraged to report in confidence to the Director of Purchasing and Risk Management, Director of Finance, City Attorney or City Manager so the matter can be dealt with. Collusive or sham proposals: Any proposal deemed to be collusive or a sham proposal will be rejected and reported to authorities as such. Your authorized signature of this proposal assures that such proposal is genuine and is not a collusive or sham proposal. The City of Fort Collins reserves the right to reject any and all proposals and to waive any irregularities or informalities. Sincerely, nVPO 0J es B. O'Nei{III, CP Director of Purchasing & Risk Management 256 W. Mountain Avenue • P.O. Box 580 • Fort Collins, CO 80522-0580 • (970) 221-6775 • FAX (970) 221-6707 City of Fort Collins Request for Proposal A Comprehensive Customer System Solution The Vendor will define the capabilities of its organization to supply and maintain the system and services as outlined within this RFP. The response should be prepared in a simple and straight -forward manner. The Vendor will provide one (1) original and five (5) copies to the location specified on or before the closing date and time for receipt of proposals. Vendors are expected to examine the entire RFP including all specifications, standard provisions, and instructions. Failure to do so will be at the Vendor's risk. Vendors should provide their best estimate on each item (state and local taxes excluded). Proposals shall be F.O.B. destination. The Vendor will segment their proposal into the following sections. The transmittal letter shall indicate the intention of the Vendor to adhere to the provisions described in the RFP without modification. The letter of transmittal MUST: 1. Identify the submitting organization; 2. Identify the person, by name and title, authorized by the organization to obligate the organization contractually; 3. Explicitly indicate review and acceptance of the Terms and Conditions described in Section 5.0; 4. Acknowledge the proposal is considered firm for one -hundred and eighty (180) days after the due date for receipt of proposals or receipt of the last best and final offer submitted; 5. Signed by the person authorized to contractually obligate the organization. The Vendor will provide an Executive Summary which presents in brief, concise terms a summary level description of the contents of the Proposal. In addition, the Vendor must clearly and specifically detail all exceptions to the exact requirements imposed by this RFP. The Vendor will indicate the primary company assuming overall responsibility for successful completion of the project. In addition, the Vendor will indicate all other companies who will be providing products or services either through a subcontracting arrangement with the Vendor or through a separate contract to be negotiated with Fort Collins. Page: 9 City of Fort Collins Request for Proposal A Comprehensive Customer System Solution It is important to recognize Fort Collins is looking for a single Vendor to assume primary responsibility for the successful implementation of the proposed solution from contract signing through formal acceptance of the system by Fort Collins. For each Vendor you must include the following profile information: ■ Business Name and Address ■ Year established ■ Business organization ■ Parent company ■ Subsidiary offering product ■ Office locations and office serving this account ■ Location and size of your serving office ■ Product line available ■ Total number of employees ■ Number of employees focused on CIS ■ Number of client installations ■ Number of signed client contracts in process ■ Most current financial statement Attach any additional vendor literature and product brochures. The Vendor must demonstrate a proven track record in providing reliable product software solutions across a series of successful project installation efforts. The Vendor's record should reflect experience within the municipal and public utility environment and in work of a similar nature and magnitude to that being proposed to Fort Collins. Relevant experience must be associated with projects completed not more than five (5) years prior to the date of this RFP. The Vendor will provide a customer reference listing and related contact information for a minimum of one (1) public utility related customer in the United States for which the Vendor has completed a similar effort. A complete reference must be provided. Each client reference will include: ■ Client Name ■ Site Location ■ Date Installed ■ Product Name / Version ■ Services Billed ■ Customer Base ■ Contact Information The Vendor will identify the computer hardware and system software platform required to install and operate the proposed application. This section must include Page: 10 City of Fort Collins Request for Proposal A Comprehensive Customer System Solution any operating system, support, or utility software with appropriate release levels, operation requirements, connectivity requirements, and disaster recovery program. A detailed description of the proposed system configuration, associated system components, and available options must be included. It is imperative that the recommended hardware solution supports on-line response and batch performance requirements. The Vendor must include evidence in support of the hardware platform's ability to meet identified service levels. At a minimum the Vendor must answer the following questions: ■ Under what hardware platform(s) does your product run? ■ What is your recommended hardware platform? ® 3.5.1 SERVER HARDWARE CONFIGURATION Specifically, the Vendor must provide the following components: MCentral Processor and Memory The system must allow for linear growth within the same family of hardware without replacement. All hardware initially purchased must be upgradeable to allow for expansion and continued use. The server must be configured to accommodate up to 100 on-line users with concurrent users estimated at 50. The server must be configured to accommodate a daily batch billing and file maintenance process for 60,000 combined accounts across four (4) current services (2 metered and 2 unmetered) with the future addition of other products and services. ■ Disk Storage (DASD) Disk space will not exceed 80 percent utilization during the initial five (5) year production period. The system must allow for expansion and must be configured for: ■ conversion of 5 GB of data; ■ 3 years of on-line history; ■ 5 years of growth; ■ data base management system overhead; ■ system files; and ■ system sort and workspace 0 Tape Storage Subsystem The tape sub -system must support unattended backup. NControllers/Network Cards Specify the device(s) required to connect the server to Fort Collins' 106aseT Ethernet based network. Page: 11 City of Fort Collins Request for Proposal A Comprehensive Customer System Solution NSystem Modem Specify the device(s) required to support remote access by Vendor development and support personnel. ■ System Console Specify the device(s) required to monitor and operate the server. 0 Environment Buildout Specify the footprint of the equipment being proposed to enable determination of data center space requirements. ■ Environment Cabling / Wiring Specify any cabling or wiring requirements for the proposed server hardware configuration. 0 Uninterruptible Power Supply (UPS) Specify a UPS capable of supporting the proposed server hardware configuration. NServer Installation Specify all installation services and startup programs associated with readying the server environment, installing/upgrading the hardware and system software, acceptance testing of the environment, and placing the system in operational mode. 0 Server Training Specify all recommended training services regarding the server configuration for two (2) persons. 9 Other (specify) Specify any other required hardware component. The Vendor is fully responsible for providing Fort Collins with a complete hardware configuration. ® 3.5.2 SERVER SOFTWARE Specifically, the Vendor must provide the following components: 0 Software Components ■ Operating System Software ■ Application Development Tools ■ Performance Tools ■ Education Tools ■ System Management Tools ■ System Security Tools ■ Utility Tools ■ Job Scheduling Tools ■ Report Distribution/Archive Tools ■ Tape Management/System Tools Page: 12 Request for Proposal A Comprehensive Customer System Solution ■ Disk Management Tools ■ Software Installation Specify any installation services specific to the software which is not included within the basic server hardware installation. ■ Software Trainina Specify all recommended training services regarding the server software for four (4) persons. ■ Other (specify) Specify any other required software component. The Vendor is fully responsible for providing Fort Collins with a complete software configuration. ® 3.5.3 PERFORMANCE CRITERIA The Vendor will state assumptions and factors and will guarantee the system response time, batch processing time, and network load through use of a performance measurement tool as agreed to by Fort Collins and the Vendor. Fort Collins is expecting a system which will respond to all on-line transactions within an average of one (1) second or less. The system will complete the nightly billing and file maintenance life cycle within six (6) hours or less. The Vendor will identify the relational/object oriented data base management product and the associated query and reporting software being provided with a general description of the technical specifications and features of the software Specifically, the Vendor must provide the following components: NData Base Components ■ Data Base Software ♦ What database system(s) does your product utilize? ♦ Can batch processes be run simultaneously with on-line transaction processing without degradation of system performance? What are the limitations? ♦ Describe your security mechanism for isolating classes of users and data? ♦ Describe your data table updating methodology as it applies to failed batch runs and on-line transaction processing. Is there a commit/rollback function? ♦ What is your recommended database system? ■ Query / Report Writing Software ♦ How is open connectivity with your data tables achieved? Page: 13 Request for Proposal A Comprehensive Customer System Solution ♦ How do you provide for downloads to user -accessible databases, e.g. MS Office based products ■ Performance Tools ■ Utility Tools ♦ Does your package include replication software to support data warehousing? NData Base Installation Services Specify any installation services specific to the Data Base software. ■ Data Base Training Services Specify all recommended training services regarding the Data Base for two (2) persons. K—Other (specify) Specify any other required Data Base component. The Vendor is fully responsible for providing Fort Collins with a complete Data Base configuration. The Vendor will identify the product(s) being provided with a general description of the functions and features of the proposed system. It is important for the Vendor to include sufficient detail to provide an understanding of the product being proposed. The product(s) described within this section must be available today within the marketplace (operational for more than 180 days at a customer site in the United States). At a minimum the Vendor must provide and respond to the following product functional areas: ■ Account Management ■ Billing Management ■ Credit & Collection Management ■ Customer Management ■ Customer Care - Contact and Tracking ■ Accounts Receivable Management ■ Inventory Management ■ Portfolio Management ■ Rates Management ■ Service Address Management - Address Standardization ■ Service Order Management ■ Service Point Management ■ Usage Management ■ Postnet Barcoding In addition the Vendor must answer the following technical questions: ■ In what language(s) are your program modules written? Page: 14 Request for Proposal A Comprehensive Customer System Solution City of Fort Collins ■ Describe your quality assurance software development practices? ■ What CASE / Development tools are utilized? ■ The Vendor must include a hiah-level data model or entity relationship diagram representing the major data entities and relationships supported by the product. ■ What are the number limits for meters, customers, premises, and system users? ■ Describe your client/server architecture (thin client, three tier, etc.)? ■ What external interfaces are currently developed (IVR, AMR, GIS, Banking, Imaging, CASS, EDI, accounting systems, etc.)? ■ What hardware or software must we purchase in addition to your software in order to have a complete system? ■ Can users define code groups and individual codes within the groups? ■ What software is utilized for the Graphical User Interface? ■ Can unwanted system features be disabled? ■ Does your system validate data entry for fields that have predictable values? The Vendor will identify the approach for connecting the proposed server hardware platform with the client desktop allowing user access to the new customer system. A detailed description of the communication, network, and desktop components required to provide this connectivity across the 10BaseT Ethernet based Windows environment is required. The Vendor will provide a discussion of the proposed solution with identification of desktop components required to support the proposed solution. At a minimum the Vendor must answer the following questions: ■ What network types, operating systems, and protocols do your support? ■ Describe the effective client desktop required for support of your system modules (processor, operating system, storage capacity, RAM, video, software, etc.). The Vendor is not being asked to provide desktop or network related hardware software, or services. The Vendor will present an installation plan addressing three (3) major components of the proposed solution: ■ Project Timeline ■ Project Approach ■ Project Organization. Page: 15 Request for Proposal A Comprehensive Customer System Solution City of arorkC011ins ® 3.9.1 PROJECT TIMELINE The City would prefer an installation date no later than June 1, 1999. The Vendor will include a detailed implementation schedule that meets this date and delineates all activities, tasks, and responsibilities of the Vendor, Fort Collins management, Fort Collins users, and Fort Collins technical personnel. Included should be a timeline demonstrating the sequence of events from the point of contract award through final user acceptance. Include Gantt charts (or similar graphic depiction) to illustrate phases, activities, tasks, comments, milestones, decision points, and deliverables. ® 3.9.2 PROJECT APPROACH The proposed solution must include a comprehensive installation plan complete with all activities and resources required for successful product implementation. Fort Collins will provide management, technical, and user resources to be involved in the project effort based on the Vendor's installation approach and associated activities. A primary vendor assuming ultimate responsibility for the, implementation effort is preferred. While the Vendor may submit a bid which utilizes the products and/or services from several vendors, Fort Collins is looking for a primary vendor or single point of responsibility regarding the successful completion of this installation effort. The Vendor must provide the following service components: 0 Pro*ect Management The Vendor will be responsible for managing the overall implementation effort including activities conducted by other vendors and Fort Collins personnel. Activities will include, at a minimum: project supervision; work program administration and coordination activities; project time and expense management; project status reporting; change control management; and quality management. The Vendor is required to provide a weekly written project status report to Fort Collins, with formal monthly and quarterly status reports to be conducted with Fort Collins management groups. The reporting period begins with the award of contract and continues through final system acceptance testing by Fort Collins. ■ What resources (skill sets, hardware, software, etc.) do you need to have in place prior to installation? ■ What is our in-house person hour commitment to a complete installation? Page: 16 Request for Proposal A Comprehensive Customer System Solution City of Fort Collins ]Product Configuration The Vendor will be responsible for providing the base software, installing the software on Fort Collins computer, and preparing it for operation and access by the project team. The Vendor will be responsible for the set-up and configuration of the base product system control, security, validation, and business rule tables specific to Fort Collins. ■ Product Engineering The Vendor will be responsible for the identification, finalization, and documentation of Fort Collins based product modifications. The development of design specifications, modification of base product code, and unit testing of the product. Include hourly rates by staffing category (e.g. programmer, analyst) for any additional work. ■ Product Interfaces The Vendor will be responsible for developing design specifications addressing product modifications required for defined interfaces. Once approved by Fort Collins the Vendor will modify base product code and successfully unit test and component test the product. The following interfaces are required: ■ Output to ACH Bank Tapes ■ Output to the G/L ■ Output to a Revelation Database in an ASCII format ■ Input from Common Address Files ■ Input from Lock Box for payments ■ Input /Output to Cashiering Equipment ■ Input /Output to ITRON Hand-held Meter Reading Devices ■ Input /Output from Microsoft products (Word, Access, Excel) ■ Energy Utilization System ■ Input from MV90 System software ■ Interactive Voice Response ■ Input billing data from external billing systems (telephone, gas) The following interfaces are required by 2000: ■ Data exchange with external systems ■ Internet ■ Marketing system software 0 Product Conversion The Vendor will be responsible for conversion of data from the existing Utility Billing system to the new customer system. Activities will include: data mapping, development of conversion specifications, conversion programming, conversion Page: 17 City of Fort Collins Request for Proposal A Comprehensive Customer System Solution testing, mock conversions, data clean-up and manual conversion, and production conversion. A total of 5 GB of data will be converted from the existing Utility Billing system. M-Product Reporting The Vendor will be responsible for reviewing current system reports and identifying the need for additional reports in the new customer system; designing, developing, testing, and implementing the reports. Include hourly rates by staffing category (e.g., programmer, analyst) for any additional work. ■ Product Documentation The Vendor will be responsible for providing system and user documentation for the base product. The Vendor will modify the documentation to reflect any required changes. The Vendor will provide at least one master and one copy of systems documentation for hardware, operating software and applications software, as well as system administration documentation and training manuals. Electronic copies in MS Word format are required. The Vendor will grant Fort Collins the right to make as many documentation copies for use by Fort Collins employees as needed. In addition, the Vendor will provide one master and one copy of all documentation upgrades for all future system modifications and enhancements. Electronic copies in MS Word format are required. ■ Product Training The Vendor will be responsible for training 10 users in the use of the new customer system. The Vendor will provide a training plan identifying the minimum number of training hours that will be provided as a part of the base package. The plan will identify the actual training staff, hours, materials, and describe the size and assumed skill levels of each group and the functional responsibilities covered in each session. 0 Product Testing The Vendor will be responsible for conducting an integrated systems test utilizing Fort Collins environment and data. The testing will include: product testing, interface testing, conversion testing, hardware testing, communications testing, user environment testing, stress testing, on-line viewing of reports and performance testing. A user acceptance test will be conducted to ensure the system is ready for production. ■ Product Installation The Vendor will be responsible for production conversion and cut -over to the new customer system. The Vendor will provide support once system installation has taken place, allowing adequate time to resolve production problems that may arise. Page: 18 City of Fort Collins Fort Collins Light and Power REQUEST FOR PROPOSAL A COMPREHENSIVE CUSTOMER SYSTEM SOLUTION Proposal #: P-634 Date Issued: July 18, 1997 Date Due: September 5, 1997 3:00 PM MST 256 W. Mountain Avenue P.O. Box 580 Fort Collins, CO 80522-0588 (970) 221-6775 FAX (970) 221-6707 Request for Proposal A Comprehensive Customer System Solution City of Fort Collins Final System Acceotance The Vendor will agree to a period of ninety (90) days following production cut -over in which Fort Collins may designate a thirty (30) day window to measure performance of the system in accordance with predefined performance criteria. The project is not considered complete and the Vendor will not be released from their obligations until this final acceptance test is conducted and the system is formally accepted by Fort Collins. ® 3.9.3 PROJECT ORGANIZATION & STAFFING Fort Collins is looking to the Vendor to present a project organization chart outlining the reporting structure and primary responsibilities of each position. In addition, Fort Collins management, user, and technical staffing levels must be identified. The Vendor will provide all personnel required to successfully complete project activities. At a minimum this includes: 0 Vendor Project Manager The Vendor will provide an individual who is ultimately responsible for day-to-day project activities and the successful completion of the project within the specified timeframe and budget. The project manager will perform administrative tasks and will report directly to a Fort Collins Project Director or Coordinator. ■ Product Technicians The Vendor will furnish all individuals necessary to install and make operational the proposed solution including all proposed hardware and software. ■ Product Trainers The Vendor will provide individuals with thorough knowledge of the product who then will instruct Fort Collins users and technical personnel. The Vendor will identify specific individuals for those key positions identified within the organization chart (the vendor project manager is a. key position). The Vendor will provide a resume which must include at a minimum: ■ Position within the company; ■ Years with the company; ■ Project position to be staffed; ■ Education; ■ Technical skills; and ■ Work experience Vendors should recognize that changes in key project personnel shall not be subsequent to award of the contract without written consent of Fort Collins. Additionally, Fort Collins reserves the right to approve any and all personnel changes or to request personnel changes as Fort Collins deems appropriate during the course of the project. Page: 19 61 Request for Proposal A Comprehensive Customer System Solution City of Fort Collins w � At a minimum, the solution must include information and costs associated with all aspects of ongoing Vendor product support and maintenance activities. This support will include: product help desk; product fixes; product enhancements; and regular product releases based on a defined on -going maintenance fee. Any proposed hardware and operating system should contain at a minimum a three (3) year service maintenance plan that includes coverage twenty-four (24) hours a day, three hundred and sixty-five (365) days a year. The Vendor will enter into a multi -year licensing and maintenance program which includes software updates as they become available and twenty-four (24) hours a day, three hundred and sixty-five (365) days a year customer support. The Vendor will describe the process for Fort Collins to request future software enhancements. At a minimum the Vendor must answer the following questions: ■ What is your system maintenance agreement cost per year? ■ What ongoing in-house skill sets are required to support your product (DBA, programmer/analyst, operators, etc.)? ■ What user and technical support is provided? ■ Do you provide 24 hour, 7 days a week customer dial -up support? ■ Do you write external system interfaces? ■ How many individuals make up your technical support staff? ■ Do you have a remote access function allowing your technical staff to view a customers system directly for troubleshooting purposes? ■ Do you provide custom programming? ■ Do you provide database tuning? ■ Do you provide user training? At our location or yours? ■ Where is your support facility located? ■ Is there a training database available for on -going training? ■ Is there a Colorado user group? National user group? ■ Do you sponsor a user conference? ■ Do you publish a newsletter? ■ Describe your development plans for keeping the CIS current in a changing business environment. Identify major enhancements planned for the next 2 years. ■ What plans do you have for extending your system to the NET PC architecture? ■ Describe your hardware migration strategies. ■ Provide a description of system enhancements for the past 2 years. ■ How are system enhancements priced? Are all included in an annual maintenance fee? If not, what are the details of pricing.? ■ Are system upgrades in their entirety mandatory for the continuation of support? ■ How do you determine what functions to include in an upgrade? Page: 20 City of Fort Collins _NNNW� Request for Proposal A Comprehensive Customer System Solution ■ How is the upgrade delivered? Tape? Downloaded? The Vendor will provide a detailed breakdown of all costs required for the successful implementation of the proposed solution. Fort Collins encourages the Vendor to fully identify costs associated with the proposed solution. To minimize or hedge on product costs will only serve to place Fort Collins and the Vendor at a disadvantage. Bundling of all costs under a single price administered through the primary Vendor is preferred by Fort Collins. Final pricing discussions will be conducted with Vendor Finalist(s) during subsequent Vendor discovery processes. Fort Collins recognizes that the implementation of a comprehensive Customer System is a complex effort and that not all possible variables are provided for within this RFP document. Therefore, it is acknowledged that the Vendor may be required to make some assumptions about The Fort Collins' environment or about specific requirements. Any assumptions made by the Vendor in regard to this RFP shall be documented in this section. Fort Collins is requesting the Vendor to provide specific cost information as outlined within the Excel 5.0 spreadsheet cost tables, included on diskette with this RFP. The cost tables should be completed in a clear and concise manner and returned with the Vendor's proposal. Fort Collins expects to pay seventy-five (75) percent based upon the successful completion of identified project milestones, and twenty-five (25) percent to be retained until completion of a formal system acceptance test by Fort Collins. The Vendor will provide information related to financing options available to Fort Collins. The financing presentation shall include a list of items from the costing tables which qualify for financing. At a minimum the Vendor must answer the following questions: ■ Is there a license fee increase for migrating from one operating system to another? ■ How is your licensing cost structured (by accounts, customers, meters)? Items to be considered may include but are not limited to: ■ Customer System Operations ■ Customer Business Operations ■ Marketing Infrastructure Page: 21 Request for Proposal A Comprehensive Customer System Solution ■ New Market Portfolio ■ Related Systems Fort Collins may elect to pursue these additional business and technology items with the Vendor Finalist for inclusion in the solution and the Vendor's Best & Final offer. Page: 22 City of Fort Collins Request for Proposal A Comprehensive Customer System Solution Fort Collins will conduct a comprehensive, fair, and impartial evaluation of all eligible and responsive Vendors submitting Proposals in response to this RFP. The successful Vendor will be selected by Fort Collins based on evaluation factors outlined in this section. Fort Collins has established the following sequence of events and tentative schedule dates for this solicitation. 07/18/97 Friday 1 Request for Proposal Distributed 09/05/97 Friday 2 Vendor Proposals Due 09/19/97 Friday 3 Tier 1 Evaluation Complete, Business Finalists Identified 09/22/97 Monday 4 Tier 1 Finalists Notified and Sent Vendor Checklist of System Functions and Features 10/06/97 Monday 5 Vendor Checklists Due 11/07/97 Friday 6 Vendor Demonstrations Complete 11/14/97 Friday 7 Tier 2 Evaluation Complete Vendor Finalist Identified 12/18/97 Thursday 8 Conference Room Pilot Complete 01/30/98 Friday 9 Vendor / Customer Site Visits Complete 02/13/98 Friday 10 Best & Final Offer Received 02/20/98 Friday 11 Contract Discussions Complete 02/27/98 Friday 12 Contract Awarded 03/23/98 Monday 13 Installation Startup I9 4.1.1 REQUEST FOR PROPOSAL DISTRIBUTED On Friday, July 18, 1997 Fort Collins will make this RFP available. Vendors may obtain copies from: City of Fort Collins' Purchasing Division 256 West Mountain Avenue P.O. Box 580 Fort Collins, Colorado 80522 Page: 23 City of Fort Collins Request for Proposal A Comprehensive Customer System Solution Phone: (970) 221-6775 Fax: (970) 221-6707 ® 4.1.2 ANSWERS TO VENDOR QUESTIONS All questions should be in writing and directed to: Opal F. Dick, CPPO Senior Buyer City of Fort Collins' Purchasing Division 256 West Mountain Avenue P.O. Box 580 Fort Collins, Colorado 80522 Phone: (970) 221-6775 Fax: (970) 221-6707 ® 4.1.3 VENDOR PROPOSALS DUE One (1) original and five (5) copies of the proposals will be received before Friday, September 5. 1997, 3:00 P.m.. Mountain time (our clock). The proposal must be sealed and clearly marked on the outside with the RFP number. Proposals may either be mailed or delivered in person to the following address: City of Fort Collins' Purchasing Division 256 West Mountain Avenue P.O. Box 580 Fort Collins, Colorado 80522 If mailed, the responsibility of timely delivery is entirely up to the Vendor. Proposals must be signed by the Vendor and must include the required forms as described within the Terms and Conditions section of this RFP. ® 4.1.4 TIER 1 VENDOR BUSINESS FINALISTS IDENTIFIED Those Vendors submitting a valid Proposal which meets the minimum requirements stated in Section 1.3 will be evaluated on their proposal information. All Section 1.3 criteria must be met. Vendors failing to meet any one of these basic requirements will be removed from consideration. No further review of their proposal will conducted by the Evaluation Committee. Page: 24 City of Fort Collins 1: ;,;ft Request for Proposal A Comprehensive Customer System Solution Information provided, primarily under the subsections of Section 3, will be rated in accordance with the following criteria structure: Functional Fit Award 30% Vendor Profile Award 20% Technical & Product Development Plan Award 20% Cost Award 20% Implementation -Plan Award 5% Risk Award 5% Total Award 100% The few, highest rated proposals will identify vendors as Business Finalists. They will move into the second stage of review. All Vendors submitting proposals will be notified regarding the Evaluation Committee's recommendation ® 4.1.5 TIER 2 VENDOR FINALIST IDENTIFIED Business Finalists will be asked to conduct an on -site system demonstration and respond to a detailed list of system functions and features. The Evaluation Committee will interview Vendor customers to determine their satisfaction with system implementation and ongoing performance and Vendor support. ® 4.1.6 VENDOR CHECKLISTS A set of evaluation checklists will be extended to the Business Finalists. The Vendor will return the completed checklists. Evaluation points will be applied to overall Functional Fit criterion. ® 4.1.7 VENDOR DEMONSTRATIONS COMPLETE All Business Finalists will be asked to conduct a one (1) day overview of the proposed software product solution. The Evaluation Committee will contact the Vendor to schedule a date, time, and location for the product demonstration. The Evaluation Committee and key Fort Collins business and technical users will be in attendance. The demonstration is intended to be an overview focusing on information regarding the Vendor's profile and key aspects of the system. The Vendor will be expected to utilize the majority of the time demonstrating the customer Page: 25 City of Fort Collins Request for Proposal A Comprehensive Customer System Solution system product and highlighting its selling points. Evaluation points will be applied to the Functional Fit and Technical and Product Development criteria. ® 4.1.8 SELECTION OF A VENDOR FINALIST Additional activities may be conducted as required to identify a Vendor Finalist. The Evaluation Committee will combine Tier 1 and Tier 2 research information to reevaluate Vendor proposals. The criteria described in Section 4.1.4 will applied in selecting a single Vendor to proceed into detailed discovery activities. All Vendors submitting proposals will be notified regarding the Evaluation Committee's recommendation. ® 4.1.9 CONFERENCE ROOM PILOT COMPLETE The Vendor is expected to conduct a comprehensive detailed product pilot or workshop which, at a minimum, allows Fort Collins to exercise the system through business scenarios and test scripts. The intent of this pilot/workshop is to provide a better understanding of system details. This will enable the Evaluation Committee to confirm the Vendor's proposal responses, and will allow key end -users to view and evaluate the product. Finally, this process will allow the Committee to identify required product modifications, and will assist in defining a final project scope within which the Vendor can refine cost estimates. ® 4.1.10 VENDOR / CUSTOMER SITE VISITS COMPLETE The Evaluation Committee may conduct site visits to Vendor corporate and regional offices and/or various Vendor customer locations. ® 4.1.11 BEST & FINAL OFFER RECEIVED The Vendor will submit a Best and Final Offer based upon the completion of the product pilot / workshop and additional discovery work with Fort Collins. ® 4.1.12 CONTRACT DISCUSSION COMPLETE The Evaluation Committee may conduct discussions with the Vendor to clarify or discuss proposal points, contract terms and conditions, and contract price. Fort Collins reserves the right to negotiate the terms and conditions that are in its best interest. Fort Collins reserves the right to accept or reject any and all proposals or parts of proposals. Fort Collins is not bound by the issuance of the RFP to award a contract. Page: 26 Request for Proposal A Comprehensive Customer System Solution City of Fort Collins ® 4.1.13 CONTRACT AWARDED Fort Collins will award the contract and sign appropriate contract documents. ® 4.1.14 INSTALLATION START-UP The Vendor will initiate project organization and startup activities no later than thirty (30) days from contract award date. Page: 27 Request for Proposal A Comprehensive Customer System Solution The terms and conditions under which the Proposal will be made are detailed within this section. Fort Collins views this RFP as the framework to be used by the Vendor in preparing and submitting the proposal. It is important for the Vendor to become familiar with the paragraph items within this section, as they will prevail in the event of any discrepancies or differences between project related or contractual documents. Only information supplied by Fort Collins in writing through the RFP contact should be used in the preparation of Vendor Proposals. Only replies by formal addenda shall be binding. Oral and other interpretations or clarifications shall not be binding. Vendors must acknowledge all addenda by signing and including such documents in the Proposal. The Vendor must submit a complete set of any additional terms and conditions that they propose to have included in a contract negotiated with Fort Collins before the deadline of receipt of proposals. Proposals shall be opened in a manner that avoids disclosure of the contents to competing Vendors and keeps the proposals secret during negotiations. All proposals shall be open for public inspection after the contract award, but trade secrets and confidential information in the proposals may not be open for public inspection. Such data must be stamped "proprietary or "confidential" on each page on which they appear, must be readily separable from the proposal, and may be subject to review by the City Attorney's Office in accordance with the Colorado Open Records Act. Vendors are advised that the confidentiality of their proposals will be protected by Fort Collins to the extent permitted by law. The submission and signature of a Proposal shall indicate the intention of the Vendor to adhere to the provisions described in this RFP. The proposal must be signed by someone authorized to bind the vendor into a contractual agreement. Page: 28 City of Fort Collins Request for Proposal A Comprehensive Customer System Solution TABLE OF CONTENTS 1.0 INTRODUCTION......................................................................... 3 2.0 WORK DEFINITION.................................................................... 5 3.0 PROPOSAL INSTRUCTIONS....................................................... 9 4.0 PROPOSAL EVALUATION......................................................... 23 5.0 TERMS AND CONDITIONS......................................................... 28 Page: 2 Request for Proposal A Comprehensive Customer System Solution City of Fort Collins This Request for Proposal (RFP) does not commit Fort Collins to pay any costs incurred by any Vendor in preparation and/or submission of a Proposal or for procuring or contracting for the items to be furnished under the RFP. All costs directly or indirectly related to responding to this RFP (including all costs incurred in supplementary documentation) will be borne by the Vendor. Each Vendor will be responsible for all costs incurred in preparing or responding to this RFP. The Vendor agrees to bear all risks for loss, injury, or destruction of goods and materials (ordered or supplied as the result of the eventual contract) which might occur prior to delivery to Fort Collins. Such loss, injury, or destruction shall not release the Vendor from any obligations under this RFP or any resulting contract. Sales Prohibited/Conflict of Interest: No officer, employee, or member of City Council, shall have a financial interest in the sale to the City of any real or personal property, equipment, material, supplies or services where such officer or employee exercises directly or indirectly any decision -making authority concerning such "sale or any supervisory authority over the services to be rendered. This rule also applies to subcontracts with the City. Soliciting or accepting any gift, gratuity favor, entertainment, kickback or any items of monetary value from any person who has or is seeking to do business with the City of Fort Collins is prohibited. Collusive or Sham Proposal: Any proposal deemed to be collusive or a sham proposal will be rejected and reported to authorities as such. Your authorized signature of this proposal assures that such proposal is genuine and is not a collusive or sham proposal. Proposals may be withdrawn by written or telegraphic notice received by the Purchasing Office prior to the exact hour and date specified for receipt of bids. A bid also may be withdrawn in person by a bidder or his authorized representative, provided his identity is made known and he signs a receipt for the bid, but only if the withdrawal is made prior to the exact hour and date set for the receipt of bids. Page: 29 City of Fort Collins Request for Proposal A Comprehensive Customer System Solution A Vendor must submit an amended proposal before the deadline for receipt of proposals. Such amended proposals must be complete replacements of a previously submitted proposal and must be clearly identified as such in the transmittal letter. Fort Collins will not merge, collate, or assemble proposal materials. Responses to this RFP, including cost, will be considered firm for one -hundred and eighty (180) days after the due date for receipt of proposals or receipt of the last best and final offer submitted. All Proposals must include a statement to that effect. Although the specifications stated in the RFP represent Fort Collins anticipated needs, there may be instances in which it is in Fort Collins interest to permit exceptions to specifications and accept alternatives. It is extremely important that the Vendor make very clear where exceptions are taken to the specifications and how the Vendor will provide alternatives. Therefore, exceptions, conditions, or qualifications to the provisions of Fort Collins specifications must be clearly identified as such together with reasons for taking exception, and inserted into the Proposal. If the Vendor does not make clear that an exception is being taken, Fort Collins will assume the Proposal is responding to and will meet the specification as written. Where the Vendor does not agree with Fort Collins terms and conditions, we require the proposal to enumerate the specific clauses which the Vendor wishes to amend or delete and suggest alternative wording. Any minimum terms to which Fort Collins will have to agree to in order to enter into a contract with the Vendor and which the Vendor considers to be a "deal breaker" MUST BE SUBMITTED WITH THE PROPOSAL. Page: 30 City of Fort Collins Request for Proposal A Comprehensive Customer System Solution This procurement in no manner obligates Fort Collins or any of its agencies to the eventual rental, lease, or purchase of any software or services offered until confirmed by an executed written contract. Fort Collins reserves the right to withhold final action on Proposal for a reasonable time, not to exceed one hundred and eighty (180) days after the date of opening proposals, and in no event will an award be made until further investigations have been made as to the responsibility of the proposed Vendor. The award of the contract, if an award is made, will be to the most responsible and responsive Vendor whose Proposal meets the requirements and criteria set forth in the Request for Proposal. Fort Collins reserves the right to abandon, without obligation to the Vendor, any part of the project, or the entire project, at any time before the Vendor begins any work authorized by the issuance of a Notice to Proceed by Fort Collins. The award of the contract shall not become effective until the contract has been executed by the Vendor and Fort Collins. The Fort Collins' City Council shall authorize award of a contract to the successful Vendor and shall designate the successful Vendor as Fort Collins Vendor. Fort Collins will require the Vendor to sign the necessary documents entering into the required Contract with Fort Collins and to provide the necessary evidence of insurance as required under the contract documents. As a condition, precedent to Fort Collins execution of a final contract, the successful Vendor may be required to provide Fort Collins with both payment and performance bonds whose penal amount equals the total installed purchase price of the hardware, software, and services under contract. Bonding companies must be listed in the latest U.S. Treasury Department, Circular 570, be licensed in the State of Colorado, and have underwriting limitation equal to or greater than a penal sum of each bond. Payments and performance bonds should be identified as a separate cost item in the proposal. The Vendor shall maintain the following commercial insurance policies for the period of time and limits specified: Page: 31 Request for Proposal A Comprehensive Customer System Solution CIty of Fort Collins O Commercial General Liability Insurance A combined bodily injury and property damage per occurrence limit of not less than $600,000. The policy shall, at a minimum, have a $1,000,000 annual aggregate. The policy shall contain blanket contractual liability, products, and completed operations coverage, and independent Vendor's coverage. Coverage shall be endorsed to provide aggregate limits of insurance per project; ® Automobile Insurance Policy The policy shall be maintained for the duration of this Agreement at the following limits and for the coverage specified: • Liability Bodily Injury - each person $250,000, each accident $500,000; • Property Damage - each accident $100,000 (or equivalent if written on a combined single limit basis); • Medical Payments -each person $10,000; • Personal Injury Protection - each person $2,500; • Uninsured/Underinsured Motorist - Bodily Injury each person $20,000, each accident $40,000; Property Damage each accident $15,000; 4) Statutory Workers' Compensation and Employers' Liability (EL) Insurance • $500,000 each accident; • $500,000 disease - policy • $500,000 disease - each employee; and O Professional Liability Coverage Coverage of not less than $1,000,000 per claim to cover errors in programs or in systems design and consulting operations. Coverage shall be continuous for not less than twenty-four (24) months following completion of services under this Agreement. Coverage, including any renewals, shall contain a retroactive date coincident with or prior to the date of this Agreement and the certificate of insurance shall state the coverage for claims made and indicate the retroactive date. Prior to commencing any work under this Agreement, the Vendor shall deliver to Fort Collins an insurance certificate confirming the existence of the insurance required by this Agreement. The Vendor is required to maintain valid insurance - continuance, and be notified if canceled. The insurance required under the preceding paragraphs shall provide adequate protection for the Vendor and his sub -contractors, respectively, against damage claims that may arise from operations under this contract, whether such operations be by the insured or by anyone directly or indirectly employed by the Vendor. Page: 32 City of Fait Collins Request for Proposal A Comprehensive Customer System Solution The price to be paid by the City under the contract shall include no amount or reimbursement to pay taxes for which the City's tax exempt status applies or could have applied Page: 33 Cover Customer System Cost Worksheet V2.0 May 1996 Welcome to the Customer System Cost Worksheet Enter the name of your ogranization and/or the project name. City of Fort Collins, CO Light & Power Department Complete the following Cost Worksheets Table 1 Detailed Cost Schedule Table 2 Ongoing Annual Cost Schedule Table 3 Summary Vendor Schedule Table 4 Summary Cost Schedule Table 5 Payment Schedule Copyright 1996, TMG Consulting, Inc. All Rights Reserved Page 34 1. Detailed Cost Schedule City of Fort Collins, CO Light & Power Department This table is used to reflect total system installation costs. A Number which uniquely identifies the detailed cost component. B Description of the major cost category or detailed cost component C Item specification (MHz, Gbytes, etc.) D Name of the vendor providing the product or service E Number of item units (qty, hrs, etc) being provided F Unit cost of the item G Number of items times the unit cost per item H Yearly maintenance amount The Vendor will segment cost items into major categories as identified in the table. Sample cost types are presented please tailor to fit your needs while still retaining the major categories A B c n F ITEM COST CATEGORY OR ITEM SPEC VENDOR UNITS UNIT v TOTAL n ANNUAL # COST AMOUNT COSTS s Central Processor $0 Memo $0 Storage Devices DASD $0 Magnetic Tape Subsystem $0 Controllers/Network Cards $U System Modem $p Console $� Environment Buildout $0 Environment Cabling, Wiring $0Uniterru tible Power Supply $0 Server Installation $0 Server Training $0 Others ecify, insert additional lines $0 1 B Operating System Software $0 Application Development Tools $0 Performance Tools $p Education Tools $p Systems Mana ement Tools $0 System Security Tools $0 Utility Tools $0 Job Scheduling Tools $0 Report Distribution/Archive Tools $0 Tape Management System Tools $0 Disk Management System Tools $iJ Software Installation Services $0 Software Training Services $0 Others 9ecif , insert additional lines $p 4 DBMS Software $p Query/Report Writing Software $U Performance Tools $0 Utility Tools $� Page 35 A B 1. Detailed Cost Schedule f_ n ITEM COST CATEGORY OR ITEM SPEC VENDORIUNITS1 TOTAL ANNUAL # COST I AMOUNT I COSTS Other (specify, i itional li roduct roduct roduct roduct ce Iditional li re I g sportation s al Miscellaneous reserve Tor overruns and unplanned activities $0 Reserve for hardware and software upgrades $0 Bonding $0 Prime Contractor Fee $0 Other (specify, insert additional lines) on Total Cost Page 36 2. Summary Installation Costs City of Fort Collins, CO Light & Power Department This table is used to reflect the total installation costs by vendor A Number uniquely identifying the major cost category B Description of the major cost category C Total installation costs summarized from Table 1 D Installation Costs for Vendor 1 E Installation Costs for Vendor 2 F Installation Costs for Vendor 3 G Installation Costs for Vendor 4 H Installation Costs for Vendor 5 The Vendor will segment cost items into major categories as identified in the table. A B C D E F G H ITEM COST CATEGORY OR ITEM INSTALL VENDOR 1 VENDOR 2 VENDOR 3 VENDOR 4 VENDOR 5 # COST 1 Server Hardware Maintenance $0 2 Server Software Maintenance $0 3 DBMS Software Maintenance $0 4 Application Software Maintenance $0 5 1 Installation Services $0 6 Expenses $0 7 Other $0 8 Ongoing Support Programs $0 Total $0 $0 $0 $0 $0 $0 Page 37 3. Summary Ongoing Costs City of Fort Collins, CO Light & Power Department This table is used to reflect total system ongoing costs. A Number which uniquely identifies the detailed cost component. B Description of the major cost category or detailed cost component C Total monthly charges D Total yearly charges The Vendor will segment cost items into major categories as identified in the table. Sample cost types are presented please tailor to fit your needs while still retaining the major categories A B c ❑ 2 5 Software Cost Total nce Page 38 City of Fort Collins Request for Proposal A Comprehensive Customer System Solution A brief introduction and statement of minimum vendor qualifications The City of Fort Collins Light and Power Department (Fort Collins) is seeking proposals for the replacement of its Utility Billing System. The intent is to acquire a strategic Billing, Collection and Customer Service System, designed to meet emerging consumer demands in a deregulated environment and to embrace the opportunities of new technology. The outcome will be a long-term business relationship with an established systems developer who will install, support, and continuously enhance information solutions for the benefit of the City of Fort Collins. Fort Collins is seeking Proposals from experienced Customer System product Vendors in response to this RFP. The solution will consist of a primary Vendor responsible for the successful installation of the following components: ■ Server Hardware and Software; ■ Data Base Management Software; ■ Customer System and Related Software; ■ Connectivity to Desktop Hardware and Software; ■ Installation Services; ■ Ongoing Support and Maintenance Services; and ■ Additional Customer Business and Technology Solutions. Proposals will be accepted from Vendors with a customer system solution which meets the following minimum requirements: ■ The product must be installed in an electric utility production environment serving a minimum of 60,000 customers for more than 180 days. It must be capable of supporting multiple services including: electric, water, wastewater, and stormwater. ■ The solution must be scaleable and capable of accommodating from 50,000 to 150,000 customers. ■ The product must utilize a relational, object -oriented or a hybrid data base management system. Page: 3 4. Summary Cost By Year City of Fort Collins, CO Light & Power Department This table is used to reflect installation and operating costs for 5 years. A Number uniquely identifying the major cost category B Description of the major cost category C Total installation costs incurred in year 1 D Total installation costs incurred in year 2 E Ongoing operating costs associated with first year of production F Ongoing operating costs associated with second year of production G Ongoing operating costs associated with third year of production H Ongoing operating costs associated with fourth year of production I Ongoing operating costs associated with fifth year of production The Vendor will segment cost items into major categories as identified in the table. A B c D E F G H ITEM # COST CATEGORY OR ITEM INSTALL YR 1 INSTALL YR 2 PROD YR 3 PROD YR 4 PROD YR 5 PROD YR 6 PROD YR 7 1 Server Hardware Maintenance 2 Server Software Maintenance 3 DBMS Software Maintenance 4 Application Software Maintenance 5 Installation Services 6 Expenses 7 Other 8 Ongoing Support Programs Total $0 $0 $01 $0 $0 $0 $0 Page 39 5. Payment Schedule City of Fort Collins, CO Light & Power Department This table is used to reflect the expected payment schedule A Line item number B Vendor name and major cost category. C Installation cost associated with the vendor and specific cost category D Total amount due upon award of the contract E Total amount due as services are incurred or products provided F Total amount due at specific project milestones (identify the milestone) G Total amount due upon formal acceptance Vendor will provide a breakdown of total cost by vendor and cost category within the following table A B C n ITEM # 1 VENDOR AND COST CATEGORY Server Hardware Maintenance INSTALL COST $0 DUE AT CONTRACT EXECUTION DUE AS INCURRED r DUE AT MILESTONE b DUE UPON FORMAL ACCEPT 2 Server Software Maintenance $p 3 DBMS Software Maintenance $0 4 Application Software Maintenance $0 5 Installation Services $0 6 Expenses $0 7 Other $0 8 On oing Su ort Pro rams $0 Total Page 40 ATTACHMENT A City of Fort Collins Request for Proposal A Comprehensive Customer System Solution A brief introduction and statement of minimum vendor qualifications r Y}"`u'' � �":Y Y'' �r '£. � e a � Jr s$ ��e i,��✓` u%� �7��2 r��� � L'��31Y�."?,i= i'�1:'.F ��3�'S.? <%� � �:. � ® ��:� +. s,'r:7. t«r- .rc?�. _. sr' �. '�, v.kY �: � r 1..z.�;a .0 x1{ y,�� �zaw� v fC'�.t�4�'s9' •i"e e':r' -�,�P >h ;f"s The City of Fort Collins Light and Power Department (Fort Collins) is seeking proposals for the replacement of its Utility Billing System. The intent is to acquire a strategic Billing, Collection and Customer Service System, designed to meet emerging consumer demands in a deregulated environment and to embrace the opportunities of new technology. The outcome will be a long-term business relationship with an established systems developer who will install, support, and continuously enhance information solutions for the benefit of the City of Fort Collins. Fort Collins is seeking Proposals from experienced Customer System product Vendors in response to this RFP. The solution will consist of a primary Vendor responsible for the successful installation of the following components: ■ Server Hardware and Software; ■ Data Base Management Software; ■ Customer System and Related Software; ■ Connectivity to Desktop Hardware and Software; ■ Installation Services; ■ Ongoing Support and Maintenance Services; and ■ Additional Customer Business and Technology Solutions. Proposals will be accepted from Vendors with a customer system solution which meets the following minimum requirements: ■ The product must be installed in an electric utility production environment serving a minimum of 60,000 customers for more than 180 days. It must be capable of supporting multiple services including: electric, water, wastewater, and stormwater. ■ The solution must be scaleable and capable of accommodating from 50,000 to 150,000 customers. ■ The product must utilize a relational, object -oriented or a hybrid data base management system. Page 1 Request for Proposal A Comprehensive Customer System Solution City of Fart Collins ■ The product must be in production supporting or capable of supporting rapid implementation and quick time to market for: solid waste services, gas service, telecommunications, and other non -utility products and services. ■ The product must reflect a customer centric system design as defined by the data model and product features. ■ The product must be Year 2000 compliant. The current Utility Billing System is being rendered century compliant. ■ The solution must utilize Intel based client desktops and integrate with Windows software and operating systems. The City of Fort Collins, Colorado municipal utility has a combined account base of 52,437 residential, commercial and industrial customers. This customer base has an annual turnover rate of 50%. We anticipate the need to add accounts for gas, solid waste, telecommunications and a variety of other non -utility services., The current Utility Billing application is a Moore Governmental Systems Information module. It currently collects meter data from 300 routes via an ITRON Premier Plus interface. The system collects all detail necessary to calculate and produce 600,000 bills per year across 10 billing cycles. The majority of existing data resides in a flat file structure on a DEC VAX running under VMS. An accounts receivable module contains the balance of data in an Oracle relational database. These applications are in the process of being modified to become Year 2000 compliant. Fort Collins has a population of 100,000, growing at the rate of 1,500 new customers each year. The City is closely allied through agreement with two other large communities, situated at the base of the Rocky Mountains north of Denver. These partners are also interested in updating their utility billing systems. Page 2 City of Fort Collins 6rom Request for Proposal A Comprehensive Customer System Solution ■ The product must be in production supporting or capable of supporting rapid implementation and quick time to market for: solid waste services, gas service, telecommunications, and other non -utility products and services. ■ The product must reflect a customer centric system design as defined by the data model and product features. ■ The product must be Year 2000 compliant. The current Utility Billing System is being rendered century compliant. ■ The solution must utilize Intel based client desktops and integrate with Windows software and operating systems. The City of Fort Collins, Colorado municipal utility has a combined account base of 52,437 residential, commercial and industrial customers. This customer base has an annual turnover rate of 50%. We anticipate the need to add accounts for gas, solid waste, telecommunications and a variety of other non -utility services. The current Utility Billing application is a Moore Governmental Systems Information module. It currently collects meter data from 300 routes via an ITRON Premier Plus interface. The system collects all detail necessary to calculate and produce 600,000 bills per year across 10 billing cycles. The majority of existing data resides in a flat file structure on a DEC VAX running under VMS. An accounts receivable module contains the balance of data in an Oracle relational database. These applications are in the process of being modified to become Year 2000 compliant. Fort Collins has a population of 100,000, growing at the rate of 1,500 new customers each year. The City is closely allied through agreement with two other large communities, situated at the base of the Rocky Mountains north of Denver. These partners are also interested in updating their utility billing systems. Page: 4 Request for Proposal A Comprehensive Customer System Solution City of Fort Collins Fort Collins is seeking Proposals from experienced Customer System product Vendors in response to this RFP. The solution will consist of a primary Vendor responsible for the successful installation of the following components: ■ 1. Server Hardware and Software; ■ 2. Data Base Management Software; ■ 3. Customer System and Related Software; ■ 4. Connectivity to Desktop Hardware and Software; ■ 4. Installation Services; ■ 6. On -going Support and Maintenance Services; and ■ 7. Additional Customer Business and Technology Solutions. Fort Collins has not identified a specific computing platform and is open to considering all mainframe, midrange and file server based solutions. It is important for the Vendor to understand that the proposed hardware solution must be adequate to support required batch processing requirements and on-line response times. To ensure that the vendor does not undersize the hardware in an attempt to limit the cost of the proposal, specific performance clauses and performance bonds will be associated with the contract. The Vendor must provide all components of the server environment and will assume primary responsibility for its successful implementation. Fort Collins is requiring the new customer system to utilize a relational data base, object -oriented data base or a hybrid technology. It expects this technology to support the definition of objects and the promotion of relationships between objects. For example, this would include the identification of a customer entity, a location entity, a meter entity, and a service point entity with a relationship being formed between the meter set at a location where a customer resides and receives various products and services. Given this technology, the new system must provide a mechanism by which information can be accessed, manipulated, reported on, or simply queried. As a result, the proposed solution must provide a facility to easily support user queries and reporting. Page: 5 City of Fort Collins Request for Proposal A Comprehensive Customer System Solution The Vendor must provide all components of the data base environment and will assume primary responsibility for its successful implementation. Fort Collins is anticipating the selection of a comprehensive customer system which will accommodate the following major system areas. O Account Management O Billing Management O Credit & Collection Management O Customer Management O Customer Service / Care O Accounts Receivable Management O Inventory Management O Portfolio Management O Rates Management O Service Address Management O Service Order Management O Service Point Management O Usage Management Minimal product modifications will be required. Fort Collins will focus on meeting critical regulatory -based requirements with product modifications as required and will adapt the business to the product where necessary. Finally, the product will provide a flexible structure and development environment which will allow Fort Collins to enhance the system in a timely and cost effective manner. This is imperative in order for Fort Collins to keep pace with its rapidly changing business environment and customer requests for new services, products, programs, and billing formats. The Vendor must provide all components of the application environment and will assume primary responsibility for its successful implementation. Fort Collins is not interested in a stand-alone solution, but rather one which utilizes the existing communication, network, and desktop environment. The solution must operate within a 10BaseT Ethernet network utilizing Intel based client desktops and integrate with Windows software and operating systems. The driving concept of the proposed environment is empowerment of users through the availability, access, and control of computing power within their desktop environment. Page: 6 Request for Proposal A Comprehensive Customer System Solution City of Fort Collins The Vendor must identify the desktop hardware and software required to implement the proposed product solution and provide necessary hardware, software, and services to insure connectivity from the client desktop to the server. The proposed solution must include a comprehensive installation plan complete with all activities and resources required for successful product implementation. Fort Collins will provide management, technical, and user resources to be involved in the project effort based on the Vendor's recommended installation approach and associated activities. A primary vendor assuming ultimate responsibility for the entire implementation effort is preferred. At a minimum, the solution must include information and costs associated with all aspects of on -going Vendor product support and maintenance activities. Fort Collins is looking to the Vendor to provide on -going application support including: help desk, product fixes, product enhancements, and regular product releases based on a defined ongoing maintenance fee. Complete maintenance costs for all hardware and software components must be provided. Fort Collins is interested in exploring additional customer business and technology solutions. Vendors should submit information detailing any or all options including but not limited to the following items. ® 2.7.1 CUSTOMER SYSTEM OPERATIONS The operation, maintenance and support of the customer system. This may include: data center management, application maintenance, support and operation, main server support, client desktop support, and desktop to main server connectivity. ® 2.7.2 CUSTOMER BUSINESS OPERATIONS Responsibility for all operation, maintenance and support activities regarding the City's business office operations. These operations may include: bill production and distribution, payment processing, meter reading, call center, and credit and collection processing. Page: 7 Request for Proposal A Comprehensive Customer System Solution City of Fort Collins W Z.7.3 MARKETING INFRASTRUCTURE A sales and marketing infrastructure capable of supporting the identification, planning, design and quick time to market for new products, programs and service offerings. bO 2.7.4 NEW MARKET PORTFOLIO A portfolio of products, programs and/or services which the City may offer to it's customer base, The portfolio may encompass: utility/energy related offerings, service related offerings, telecommunication related offerings, and others as identified and proposed by the Vendor. ® 2.7.5 RELATED SYSTEMS Other systems which may be integrated with the customer system to provide enhanced levels of automation, operation and service. These may include: customer care systems, marketing information systems, sales management systems, work management systems and others as identified and proposed by the Vendor. Fort Collins may elect to pursue these additional business and technology areas with the Vendor Finalist for inclusion in the solution and the Vendor's Best & Final offer. Page: 8