SCOPE OF SERVICES:

The primary objective of the City is to select a Work Order Management System (WOMS) that meets the requirements of the Government entity departments such as Engineering, Field Operations, and Customer Support as defined in this RFP but also includes common features and functionality which may be used by other City departments.

The Vendor shall provide implementation services to complete configuration, installation, and training of the selected WOMS solution. At a minimum, the services shall include:

1. Project Management

Produce and maintain a written Project Plan including the tasks, milestones, schedule, deliverables, communication, risk management and resource management for the WOMS implementation.

2. Requirements Definition

Document the roles, processes, and functions as implemented by the WOMS in accordance with the requirements provided by the City.

3. Software and Hardware Specifications

The City requires the delivered solution to be cloud-based and require minimal on-site hardware. Vendor will provide technical specifications for any 3rd party software and/or hardware that will have to be procured by the City in order to implement the WOMS Solution. This includes specifications for items such as servers, desktop computers, laptop computers, tablets and/or phones.

4. Software Installation

Install, implement and configure the database and application software and work with city as instructed. Vendor will perform any installation required for City servers, workstations and mobile devices required for the WOMS solution. A plan will be provided for the installation process. Confirm access across all computers and devices for development, testing and production use.

5. Software Configuration

Create a Configuration Plan that describes how the software will be configured to meet City needs. Modify screens, menus and reports, and add user-defined fields as required to meet City needs, excluding any custom programming.

6. GIS Integration

Provide specifications for preparation, integration and maintenance of the City GIS.  This includes integrating the GIS with the WOMS, importing/synchronizing information between the systems, and configuring map related search, display and editing functions necessary for effective WOMS operation. Direct connection utilizing web services to access the ESRI asset database is a requirement.

8. Vendor System Integration Design

Provide integration with the WOMS, importing/synchronizing information between the systems (CIS, Permitting, Accela, 311, ERIS (SCADA), Samsara Telematics, IT Pipes, Munis, and configuring related search, display and editing functions necessary for effective WOMS operation. Include API documentation for all integrations that apply.  Provide a table listing each 3rd  party software that your product has integrated with, and the name of the project and client who implemented it.

9. Data Migration

Import, validate and test the system with data furnished by the City. This will include the full set of historical data in the existing system. The Vendor shall define the interfaces and data conversion necessary for the migration and the responsibilities of the City and the Vendor.

10. Testing

Create a System Test Plan to confirm the applications function properly in the City’s environment. Demonstrate capability and resolve all issues in the configuration, data conversion, and/or performance. Vendor must utilize a testing environment, and share typical development, staging and production environment architecture diagrams. System Test Plan should include licensing for multiple environments for testing and staging. System Test Plan must be reviewed and approved by the City.

11. System Acceptance

Produce a System Acceptance Plan including functional and performance requirements and the process for resolving issues. This plan should include a user acceptance test (UAT) with a comprehensive scoring matrix and specific pass/fail parameters for the evaluation. Vendor will provide recommended UAT test scripts which FWCU may adjust or augment. Vendor will execute the plan in coordination with the City and correct implementation deficiencies that may be identified.

12. Training

Create and execute a comprehensive Training Plan to ensure effective use of the WOMS by the City. Vendor shall provide information on how to access training information and videos.

13. Startup (Go Live)

Providing on-site start-up support for the WOMS solution, assuring system availability to all users.

14. Performance Period

Provide remote and/or on-site support and correction of system deficiencies for a performance period of 36 months from the “Go Live Date”.

15. Ongoing Technical Support

Provide technical support and install software updates, fixes, and patches after the performance period. Response must describe the process for applying patches and updates and the role of the Vendor and the City.