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District of Columbia Retirement Board(DCRB)Request for Proposal for Kofax Maintenance and SupportServicesSolicitation Number: DCRB-14-036Release Date: July 14, 2014Eric Stanchfield, Executive Director900 7th Street, N.W. Second Floor, Washington, DC 20001
SOLICITATION, OFFER, AND AWARD1. CaptionKofax Maintenance and Support Services2. Contract Number4. Type of Solicitation3. Solicitation Number5. Date IssuedPage of Pages1Sealed Bid (IFB)OpenX Sealed Proposals (RFP)Set AsideSole SourceRB-14-036DCRB-14-036Open with Sub-Contracting Set AsideEmergency8. Address Offer to:7. Issued By:District of Columbia Retirement BoardProcurement900 7th Street, NW, 2nd FloorWashington, DC 20001406. Type of Market7/14/2014X LimitedDistrict of Columbia Retirement BoardATTN: Procurement Office900 7th Street, NW, 2nd FloorWashington, DC 20001NOTE: In sealed bid solicitations "offer" and offeror" means "bid" and "bidder"SOLICITATION9. Offers submitted via email withcopies furnished to the Source Selection Evaluation Board in accordance with the RFP.15:00pmproposals were due to be submitted to the identified contact in the solicitation on or by8/6/2014local timeCAUTION: Late Submissions, Modifications and Withdrawals: See Solicitation. All offers are subject to all terms & conditions contained in this solicitation.B. Telephone(Area Code)(Number)202343-320011. Table of ContentsSectionDescriptionPage No.(X)SectionPART I - DCRB Objectives and RequirementsXIAObjectives2XJBScope of Work2XKCService Level Agreement Management5XLDDeliverables6XMEProposals9XNFPoint of Contact9XOGQuestions and Amendments9XPHProposals Preparation and Submission10XQIEvaluation of Proposals17XRPART II- General Terms and 0. ForInformationContact(X)XXXXXXXXXXXA. NameF Yolanda SmithC. E-mail entNoticesContract TermTermination for Cause/ConvenienceSuccessor ContractRights in DataCancellationsSecurity and Background CheckDCRB ResponsibilitiesDispute ResolutionGoverning LawsFreedom of Information ActSupport HoursPage Insurance Requirements27XDSole Property20XWOrder of Precendence28XEContractual Requirements20XAppendix A- Board Lock-Out Rule29XFComplete Contract20XAppendix B- Procurement and Conflict of Interest Rules30XGProhibition Against Contingent Fees21XAppendix C- DCRB's PII Policy dated August 28, 201335XHPrimary Consultant/Contractor21XOFFER12. In compliance with the above, the undersigned agrees, if this offer is accepted within120 calendar days from the date for receiptof offers specified above, to furnish any or all items upon which prices are offered at the price set opposite each item, delivered at the designated point(s), within the timespecified herein.10 Calendar days %20 Calendar days %30 Calendar days %Calendar days %13. Discount for Prompt PaymentF14. Acknowledgement of Amendments (The offeroracknowledges receipt of amendments to theSOLICITATION):Amendment NumberDateDate16. Name and Title of Person Authorized to Sign Offer/Contract15A.Name andAddress ofOfferor(Area Code)Amendment Number15B. Telephone(Number)(Ext)15 C. Check if remittance address isdifferent from above - Refer to SectionG17. Signature18. Offer DateAWARD (TO BE COMPLETED BY GOVERNMENT)19. Accepted as to Items Numbered22. Name of Contracting Officer (Type or Print)Eric O. Stanchfield, Executive Director20. Amount21. Accounting and Appropriation23. Signature of Contracting Officer (District of Columbia)District of Columbia Retirement Board24. Award Date
Article I. DCRB Objectives and RequirementsA. OverviewThe District of Columbia Retirement Board (DCRB) is an independent agency of the District ofColumbia that administers a 6 billion public pension program (non-ERISA) for approximately12,000 active District of Columbia Teachers, Firefighters, and Police Officers (collectively referredto as “Members”). DCRB also provides retirement, disability, and survivor benefits to approximately14,000 retirees in excess of 600 million annually. The Agency’s staff consists of approximately 50employees. The retirement system is funded through a combination of investment income, employeeand employer contributions, and is governed by a 12 member Board of Trustees.In recent years, the DCRB has instituted multiple changes to its ability to securely capture andcatalog our paper based document in an automated fashion. In 2007, DCRB began an imaging anddocument management project that took 3.7 million documents that were paper based, convertedthem to electronic files and stored them in an IBM FileNet based, enterprise content management(ECM) system. DCRB continues to scan and capture documents using Kofax Capture and KofaxTransformation Module (KTM) for its document imaging needs. DCRB is soliciting this Request forProposals (RFP) to obtain maintenance and support proposals for its existing Kofax Capture andKTM licenses and the ability to provide enhanced functionality not available out of the box on a caseby case basis.For reference purposes, DCRB’s Kofax Capture 10.0.1 and Kofax Transformation Module 5.5applications are implemented in both a development and production environment virtualized withVMware vSphere 5.1 Standard and Enterprise respectively, utilizing clustered hosts and a storagearea network (SAN) for high availability. Each environment is currently supported by an individualapplication and a SQL Server 2008 R2 database server. DCRB has implemented Export Connectorsto deliver documents and associated metadata to FileNet, and additional SQL Server databases.DCRB has plans in place to create connectors to SharePoint 2013 and other content repositories.Kofax is currently used to capture paper-based scanned documents and the agency is consideringprocessing documents that originate as fax, email, and other electronic formats. DCRB receivespaper based retirement documents and folders from several District of Columbia governmentagencies as members retire. Documents are also generated by our retirees, vendors and staff memberson a daily basis. The Agency has developed four Batch Classes. Two of the four batch classes aretransmitted to Kofax KTM for automatic document classification, documents are then housed andmetadata is exported to FileNet, and moves through the SQL Server database to extract and auto-fillpertinent Retiree information. The other two batch classes use PDF Image Plus Text to generatesearchable pdf files and exports them to a shared folders.B. Scope of WorkThe DCRB requires the Offeror to provide the following services utilizing relevant industry bestpractices and methods for understanding the agency’s current environment, business goals and needs:MAINTENANCEDCRB will require operational (IT-related) support and maintenance for the system infrastructure aswell as application support for end users and administrators. The offeror will develop a maintenance2
and support plan for the Kofax environment. The plan will follow ITIL best practice standards forsupporting the environment. Consideration for routine maintenance tasks such as keeping the systemcurrent with security releases; upgrades and new version releases; application monitoring; ticket,change and incident management; and custom development must be included in the plan. TheOfferor will be required to provide various levels of support identified in the plan.PRODUCT UPGRADES AND NEW VERSION RELEASESOfferors should describe:UPGRADES AND NEW VERSION RELEASESThe Offeror(s) will keep abreast of the latest software updates for the implemented solutions andtheir environments. The Offeror will be required to update the Kofax environment with new changes.The Offeror shall describe: The process used to monitor new releases, updates, upgrades, service packs, patches and“hotfixes” and notifying DCRB of these changes.The process for applying new version releases, etc. to DCRB’s Kofax development andproduction environment including, but not limited to, quality assurance and testing processesto determine whether an upgrade or custom modification is suitable for release.APPLICATION ENVIRONMENT MONITORING AND REPORTINGThe Offeror will be required to provide the process for which Kofax is monitored both in thedevelopment environment (monthly) and production environment (weekly) to ensure an efficientoperation. The Offeror must provide responses specific to monitoring application event logs,operating system event logs, security logging, auditing and related industry standard reporting data.The Offeror will be required to provide usage metrics as well as log activity.TICKET/INCIDENT MANAGEMENTThe Offeror shall be required to be involved with the creation and management of support or incidentreports (or tickets). The Offeror should provide responses specific to how change, problem andincident tickets will be addressed in the Kofax environment. Include processes for developingknowledge base documentation for recurring types of tickets.WEEKLY STATUS AND QUARTERLY REVIEW REPORTSThe Offeror shall participate in weekly meetings for a period not-to-exceed one (1) hour, unlessotherwise indicated, with DCRB to communicate the status of issues and activities in order toachieve the highest level of services.A quarterly review meeting will be required to review service level agreements (SLA) with DCRB’sCOTR and Information Technology (IT) staff. The COTR will schedule and facilitate the quarterlymanagement meetings either onsite and via remote conferencing and shall be scheduled in advanced.3
END USER TRAININGTo ensure full application usage and acceptance DCRB anticipates all users will be required toparticipate in several levels of training and product demonstrations. As new features are introducedand the applications are updated, the Offeror will provide staff with technical and support training aswell as end user training from time to time.ENHANCEMENT SERVICESThe Offeror(s) shall provide the process used in the analysis, architecture, development andconfiguration of enhancements that are configurable items in the Kofax software as well as custom orthird party development. Planning for architecture, coding, installation, configuration, contentmigration, custom development, security, governance, training and maintenance should be developedas part of the agreed upon enhancements. Provisions for access control, data containment, versionmanagement, and archiving should be included. Routinely, the Offeror will analyze DCRB’senvironment and make recommendations performance and feature improvements. The Offeror shouddescribe the process by which opportunities for system enhancements are identified, screened,programmed, field tested and released to customers.The DCRB anticipates enhancements to be performed include the following areas: Batch Class Creation Automated Document Classification Imprinter/Endorser StampsBatch Class Creations: Importing electronic documents in multiple formats (fax, PDF, and MS Office) into Kofax Incorporate agency-wide incoming mail for approximately ten departments with an averageof 2-3 batch classes Creating the ability to use KTM to split batches into separate department-type batches basedon classification results. Export batches to IBM FileNet ICN, Microsoft SharePoint 2013 and Advent TamaleAutomated Document Classification and Data Extraction: Configuring KTM to recognize up to 300 documents Create automated KTM barcode, database content and text classification Creating drop-down menus and submenus for the selection of document types and subtypes Configuring data extraction from Member Id and validating against database.Imprinter/Endorser Stamps Configuring Fujitsu fi-5960 postscan imprinter Configuring KTM Batch Class with endorser/annotation option Configuring Batch Class to prompt users when endorser/annotation stamp exist.4
C. Service Level Agreement ManagementSUPPORT HOURSThe Offeror support staff will be available for maintenance support services during the followinghours:ClassificationNormal SupportAfter HoursHours of Service8:30 AM to 5:00 PM EST, Monday – FridayThis time period will be used for maintenance andsupport that requires application and system downtime.SUPPORT RESPONSE TIMESCritical and high priority incidents require that DCRB IT management is notified within an hour andthree hours respectively. The procedures associated with critical and high priority issues includeemail notifications to designated management team members and setting up a conference bridge toresolve the issues calHighMediumLowImmediateWithin 1 hourWithin 8 hoursWithin 8 hoursTargetResolutiontime4 hours8 hours3 days1 weekEscalationThreshold1 hour4 hour1 week1 weekCustomerReportingFrequencyEvery 1 hour3 hours1 day3 daysRoot CauseAnalysis (RCA)requireYesNoNoNoThe Service Desk personnel will assign the correct priority level to the reported incident i.e., critical,high, medium, or low (defined below): Critical: Complete failure of production servers, service, software, equipment, networkcomponent or business critical system(s) preventing the operation of key businessapplications or seriously impacting normal business operations. The incident affects a group,groups of people or a single individual performing a critical business function. No workaround is available and the outage has a very high business impact. High: Partial or substantial IT service, system, or component failure causing impacts to theagency’s ability to operate significant business processes or applications. Business operationsare severely disrupted or limited. No work around is available. This constitutes a highbusiness impact. Medium: Component or single user failure not affecting the agency’s or user’s ability tooperate significant business operations. Reasonable work around or manual processes areavailable.5
Low: Incidents that minimally affect the operation of any IT systems throughout theenterprise. Reasonable work around or manual processes are available.PERFORMANCE MEASUREMENTAll supported applications must be available and operational based on the performancemeasurements listed below. Upon contract award, DCRB will evaluate Offeror’s performance usingthis metric as a baseline to determine the effectiveness of the Offeror.MeasurementAvailability of CriticalApplications/SystemsAvailability of ServersBackup RestorationDowntime Frequency (Allservers)Time to RespondMinimum PerformanceStandard98.78%Expected Performance Standard98.78%Less than 2 hours for 95%of all events; less than 8hours for 100 % of alleventsNo more than 7 events permonthImmediate respond on allCritical incident eventswhether onsite or on call99.95%Less than 1 hour for 95% of allevents; less than 4 hours for 100 %of all events99.95%No more than 3 events per monthUnless mutually agreed otherwisefor specific systems orapplications:Critical incident: No more than 15minutes for 100% of all eventswhether onsite or on callD. DeliverablesThe following details the deliverables/services to be provided to the District of Columbia RetirementBoard in performance of a subsequent contract. The Offeror shall provide detailed descriptions onhow it plans to meet each of the deliverables in its technical response. All deliverables shall beprovided to the Applications Development Manager who shall serves as the Contracting Officer’sTechnical Representative (COTR) for this e)Offeror shall install manufacturerrequired patches, system updates,upgrades, and hotfixes to ensuresoftware application is operatingusing current technologicalcapabilities and at its maximumcapacity. For applicationmaintenance that is not mandatedby the software manufacturer,Offeror shall collaborate withDCRB to implement requiredSubmittalRequirementsAs required bymanufacturer andin consultationwith the COTR6FormatScheduleAs requiredbymanufacturerand inconsultationwith theCOTRAs required
maintenance tasks.WeeklyStatus andQuarterlyReviewReportsTraining gementPlanOfferor is required to prepare andsubmit weekly status andquarterly review reports, andparticipate in weekly andquarterly meetings with the COTRand DCRB IT staff. The COTRwill schedule and facilitate weeklyand quarterly meetings eitheronsite and via remoteconferencing. A weekly meetingschedule will be identified duringthe project kickoff meeting.During the one hour weeklymeeting, the Offeror’s PrimaryConsultant will be responsible forreporting on the status of theproject.Offeror shall provide end usertraining to DCRB staff designatedby the COTR. Training shallinclude but not be limited totechnical and support training.Training will be provided asneeded.EmailMS ning: In aformat agreedupon betweenDCRB andOfferorAs neededAs part of the governance andoperating procedures, acomprehensive requirementsdocument that includesoperational processes,governance, architecture, andtechnical solutions should becompleted. Stakeholders will bemade available to ensure timelycompletion of the requirementsgathering tasks.As part of the governance andoperating procedures, acomprehensive and detailedproject management plan shall bedeveloped, specifically forenhancement services, outliningthe implementation schedule (testEmailMaterials:Agreed uponbetweenDCRB andOfferorMS WordEmailMS WordMaterials: Email7As scheduled(see PWS)As scheduled(see PWS)
and development environments),testing in the test and developmentenvironments, and deployment.Each project plan shall identifyappropriate end user training (i.e.,administrative, etc.).As part of the governance andEmailoperating procedures, acomprehensive adoption strategywhich shall include but not belimited to how the newlyimplemented capabilities becomepart of the day-to-day tools of endusers, which features changes as aresult of the implementedsoftware and how to translate thischange into the agency’s businessprocesses.As part of the governance andEmailoperating procedures, acomprehensive roadmapdocument that include a strategicapproach for futureimplementation, configuration,training and reportingrecommendations for items NOTaddressed during this initialengagement, as appropriate suchas how DCRB could leverageKofax capabilities that wouldallow DCRB to leverage currentsoftware and system capabilities.Offeror shall collaborate withDCRB to identify systemcapabilities that would provideopportunities for the agency toleverage its existing enterpriseenvironment. COTR shall providea separate scope of work andnegotiate separate tasks withOfferor as requested.As agreed uponbetween DCRBand OfferorMS WordAs scheduled(see PWS)MS WordAs scheduled(see PWS)In a formatagreed uponbetweenDCRB andOfferorAs requested byDCRBOfferor(s) is responsible for ensuring reports are submitted in a secure format and that reports,data, and information submitted to DCRB are not corrupted. Corrupted data sent to DCRB willimpact offeror’s performance on this contract whereas DCRB in exercising its right may seekremedies available to it under the laws of the United States and the District of Columbia.8
E. PROPOSALSSCHEDULE OF EVENTSThe following is the schedule of events this RFP process. Dates listed below may be amended asappropriate by DCRB and changes will be made provided in writing.ActivityRelease of RFPDeadline for QuestionsDCRB Response to Offeror’s QuestionsProposal Due DateScheduled DateJuly 14, 2014July 21, 2014July 28, 2014August 6, 2014F. POINT OF CONTACTThis RFP is issued by DCRB and is subject to the Board’s lock-out rule (Appendix A), procurementand conflict of interest rules (Appendix B). Further, from the issue date of this RFP until a successfulOfferor is selected, there shall be no communication by Offerors with any DCRB Board or staffmembers other than
incident tickets will be addressed in the Kofax environment. Include processes for developing knowledge base documentation for recurring types of tickets. WEEKLY STATUS AND QUARTERLY REVIEW REPORTS
