REQUEST FOR PROPOSAL MOBILE AND ONLINE CITIZEN ENGAGEMENT SOLUTION

Transcription

1 REQUEST FOR PROPOSAL MOBILE AND ONLINE CITIZEN ENGAGEMENT SOLUTION The Town of Windsor is requesting proposals from qualified firms to provide and host an array of mobile and online public engagement and customer response management tools. All qualified and experienced firms are encouraged to submit. Proposals may be submitted by in Microsoft Word or PDF format. submittals shall be ed to: Emily Moon, Assistant Town Manager, If mailed, the address is: Attn. Emily Moon, TMO; 275 Broad Street Windsor, CT All information given by the Town of Windsor, except by this RFP, and written addenda (if necessary), shall be informal and shall not be binding upon the Town of Windsor. All proposals shall remain firm and cannot be withdrawn for a period of 90 days after receipt. Proposals will be received before 2:00 p.m. (our clock), on August 26 and referenced as Mobile and Online Public Engagement and CRM Tools. All proposals received after that time will not be considered. All proposals will be opened publicly and recorded as received. There will be no public reading of proposals or viewing of proposals. Questions regarding bid submittal or process should be directed to: Jim Bourke, Assistant Finance Director bourke@townofwindsorct.com ph Questions regarding the project s scope should be directed to: Emily Moon, Assistant Town Manager moon@townofwindsorct.com ph A copy of the Proposal may be obtained as follows: 1. Download the Proposal/Bid from our website s RFP page:

2 CONDITIONS a) All proposals in response to this RFP are to be the sole property of the Town. Vendors are encouraged not to include in their proposals any information that is proprietary. All materials associated with this procurement process are subject to the terms of state laws defining freedom of information and privacy, and all rules, regulations and interpretations resulting from those laws. b) Any product, whether acceptable or unacceptable, developed under a contract awarded as a result of the RFP is to be the sole property of the Town. c) The Town may amend the terms or cancel this RFP any time prior to the execution of a contract for these services if the Town deems it to be necessary, appropriate or otherwise in the best interests of the Town. Failure to acknowledge receipt of amendments, in accordance with the instructions contained in the amendments, may result in a proposal not being considered. At its option, the Town may provide all Vendors with a limited opportunity to remedy any technical deficiencies identified by the Town as a result of their initial review of proposals. d) Any additions, deletions or changes in the Vendor s personnel assigned to this project must be approved by the Town, with the exception of personnel who have terminated employment. At its discretion, the Town may require the removal and replacement of any of the Vendor's personnel who do not perform adequately, regardless of whether they were previously approved by the Town. e) All subcontractors hired by the Vendor must have prior approval of the Town. f) The Vendor represents and warrants that the proposal is not made in connection with any other Vendor and is in all respects fair and without collusion or fraud. g) All responses to the RFP must conform to instruction. Failure to comply with any requirement of this RFP may be considered appropriate cause for rejection of the response. h) The contract document will represent the entire agreement between the Vendor and Town and will supersede all prior negotiations, representations or agreements, alleged or made, between the parties. The Town shall assume no liability for payment of services under the terms of the contract until the successful Vendor is notified that the contract has been accepted and approved by the Town. The contract may be amended only by means of a written instrument signed by the Town and the Vendor. i) Conflict of Interest. Please note that the Town has a Code of Ethics that the Town asks Vendors to abide by. The Code forbids certain town

3 employees from working for parties that may seek Town business within six months of separating from the Town. The Code also restricts Town employees and officials from taking gifts, favors, etc. from parties that may conduct business with the Town. See the Town s ordinances online for more information. j) The Town of Windsor may elect to meet with any, all or none of the Vendors prior to selection to clarify their proposal. k) The Town of Windsor reserves the right to reject any or all of the proposals submitted. The Town of Windsor reserves the right to negotiate the cost of this proposal and to award the work to a Vendor other than the Vendor with the lowest cost, if it is in the best interest of the Town. l) All proposals must be signed by the Vendor s authorized official or the proposal will not be accepted. m) The Town of Windsor will not be liable for costs incurred in the preparation of the response to this RFP or in connection with any presentation before a selection committee(s). CONTRACT MANAGEMENT The selected Vendor will assign one qualified individual, who will be the Vendor's project manager, responsible for directing and coordinating the activities of the Vendor's personnel and subcontractors in all aspects of the project. BACKGROUND The Town is interested in leveraging technology to allow our citizens to report issues like potholes and graffiti, to increase the efficiency of Town staff in generating work orders and managing requests, to have a content management tools for sharing information via the Town s mobile application, and to possibly notify residents (on non-emergency issues) based on their location. SCOPE OF SERVICES The Town of Windsor is seeking proposals from qualified vendors to provide and host an array of online tools for reporting, tracking and responding to service requests and service inquiries. The Town will look to the selected vendor to provide and assist with the following: Hosted, Software-as-a-Service (SaaS) Solution The Town s preference will be a hosted, Software-as-a-Service (Saas) solution. Mobile Applications (Apps) The solution should include iphone and Android mobile apps as well as a mobile web service.

4 The app should allow a resident or Town staff member to submit a description, photograph and location of a service request (SR). The app should include the tracking number for that SR (see also Integration section below). The app should allow residents to view the status of existing SRs (e.g., issue status and updates regarding the issue or actions taken). The app should allow a resident to easily view the SRs s/he has submitted and their status. The app should allow a resident to follow an existing issue s/he is interested in, regardless of whether that user submitted the original request, in order to receive an automated notification when that specific request is updated. The app should allow Town staff in the field to (1) view SRs assigned to them and (2) update SRs from the field as well as add a photo of a resolved issue where appropriate. The app should be free to download. The Town should be able to have unlimited SR types, secondary questions specific to each SR; as well as the ability to add a new SR at any time that will be visible on the app in real-time. The app should have the Town s branding and colors consistent with the Town s web site. The app should allow the Town to add additional buttons for efficiently sharing information with residents (e.g. frequently asked questions, Town council profiles, a municipal Twitter account, news, events, or Town web site). Town web site interface The Town would like the solution to include a map interface that allows residents to see existing and recently resolved SRs. The Town would like the resident to be able to submit a new request from this same interface. The Town would like the resident to have the option to submit an anonymous SR. The Town would like to have alerts appear on the map interface at the same time they send out a push notification to mobile app users. Facebook Integration The Town would like the ability to integrate the service into their Facebook page so that residents can view existing SRs as well as submit a new SR. It is key that requests submitted from this channel are captured in the same CRM as requests submitted via the other channels and are dynamically updated via the CRM. Service Request / Work Order Management The solution must include a hosted CRM platform so that the Town has the option to rollout the service to any Town department that may not be using the Town s current CRM solution or decides the service will help streamline their workflow. The hosted CRM must include: The ability to create new SR types and related secondary questions at any time that will be visible to residents in real-time across all citizen channels.

5 The ability to automatically assign a SR to a specific department or staff member as well as send internal notifications based on the specific SR type. The ability to associate a service-level agreement (SLA) to each service request type so that staff can view how an issue is aging compared to the Town s goal for addressing that specific SR type. The ability for Town staff to easily create a new SR ticket in the hosted solution (e.g. when a resident calls into the Town to report an issue). The ability to search the hosted CRM for an existing request by address (e.g. so if a resident calls into the Town staff can first see if the issue has already been reported). The ability to review SRs by SR type, source, status, assignee or geography (e.g. neighborhood, councilor district, zone enforcement district, police district, etc.). The ability to manually assign, acknowledge, add public comments, add private notes, close and bulk close SRs. The ability to open an expanded map view of the location of a SR as well as an expanded view of a photo attached to a SR. The ability to view SRs in a Map view (or Heatmap view). The ability to export data into excel as well as to generate a management performance report (e.g. by date range, time for requests to be closed, breakout by geography, etc.) The ability to easily generate a printed work order that includes all key information: Unique ID#, address, SR type, secondary questions, description, date reported, date acknowledged, internal notes, as well as a designated area for field staff to enter their notes/actions taken. The Town would also like the option to have a Resident Notices feature. The Town would also like the option to have the ability to easily create taskspecific field web apps (e.g. allowing staff in the field to report an illegal dumping, fire hydrant needing service report, or tree trimming needed by hitting one button that automatically captures the issue and location). The Town would also like the option to include providing residents with a searchable Knowledge Base of frequently asked questions. Other Integration Considerations The Town would also like to understand what other software systems the vendor s product has integrated with in other municipalities. For example, has the product been integrated with other work order management, GIS or social media tools? Archiving and Backups Provide the town will the ability to schedule automatic backups. The backups should include all data and be an Excel format or a SQL backup. The extract should be delivered to the town using an agreed upon method periodically and automatically. Define the length of time application public and staff users will have access to records. Define your archiving method.

6 FORM OF SUBMISSION - All submissions shall include the following items: Vendor Background A brief background of the company and experience providing similar services to municipalities. The name, location, mailing address, telephone number, address, FEIN and other pertinent information for the Vendor. Scope of Work A brief outline and discussion of the proposed scope of work, relating work to the outline provided above and any changes, modifications, or enhancements; Relevant Experience At least three examples of similar work delivered to a municipal client, each should include a description, list of deliverables, and references Information about the Project Manager and Team - The proposal must also identify and provide contact information for: 1) the individual with authority to negotiate and contractually bind the Vendor and 2) for those who may be contacted for the purpose of clarifying the information provided in the proposal. Cost proposal - Address the elements of the work to be performed. This proposal shall be in sufficient detail to include the task and number of hours required and a total price for work to be performed in accordance with this RFP, inclusive of all personnel and non-personnel expenses. The Vendor shall indicate any and all costs that are considered necessary for the completion of the project. The Town shall use this figure as a basis for a negotiated agreement resulting from this RFP. The proposal is to include annual maintenance costs, after market appliance costs, ceiling on increases for maintenance, proposed project payment terms and milestones, proposed maintenance payment terms and financing option if applicable. RIGHTS RESERVED TO THE TOWN The Town reserves the right to award in part, to reject any and all proposals in whole or in part for misrepresentation or if the Vendor is in default of any prior Town contract, or if the proposal limits or modifies any of the terms and conditions and/or specifications of the RFP. The Town also reserves the right to waive technical defects, irregularities and omissions if, in its judgment, the best interest of the Town will be served. The Town reserves the right to correct inaccurate awards resulting from its clerical errors. This may include, in extreme circumstances, revoking the award of a contract already made to a Vendor and subsequently awarding the contract to another Vendor. Such action on the part of the Town shall not constitute a breach of contract on the part of the Town, as the contract with the initial Vendor is deemed to be invalid from the outset and of no effect, as if no contract ever existed between the Town and the Vendor. While cost is a consideration, the Town reserves the right to select a proposal or proposals in whole or in part, which the Town deems best meets the goals of this report regardless of cost.

7 INSURANCE AND INDEMNIFICATION A. Insurance The selected Vendor shall be required to furnish a Certificate of Insurance evidencing the following insurance coverage within five (5) days of receipt of Notice of Selection. Failure to maintain insurance coverage as required and to name the Town of Windsor as the Additional Insured will be grounds for termination of the contract. i. Commercial General Liability Insurance The Vendor shall provide Commercial General Liability (CGL) insurance with a combined single limit of $1,000,000 per occurrence, $1,000,000 aggregate for bodily injury and property damage. The CGL shall be written on ISO occurrence form CG (or a substitute form providing equivalent coverage) and shall cover liability arising from premises, operations, independent contractors, products-completed operations, personal injury and advertising injury, and liability assumed under an insured contract (including the tort liability of another assumed in a business contract). ii. Commercial Automobile Liability Insurance The Vendor shall provide Commercial Automobile Liability insurance with a combined single limit of $1,000,000 per occurrence, $1,000,000 aggregate, and shall include coverage for all owned, hired, and non-owned vehicles. iii. Worker s Compensation Insurance The Vendor shall provide Worker s Compensation Insurance in the required amount as applies to the State of Connecticut and Employers Liability Insurance as follows: Bodily Injury by Accident - $100,000 each accident Bodily Injury by Disease - $500,000 policy limit Bodily Injury by Disease - $100,000 each employee iv. Umbrella Liability Insurance The Vendor shall provide Commercial Umbrella Liability insurance with a combined single limit of $1,000,000 per occurrence, $1,000,000 aggregate for bodily injury and property damage. v. Professional Liability Insurance The Vendor shall provide Professional Liability insurance with a combined single limit of $1,000,000 per occurrence, $1,000,000 aggregate.

8 Each Policy of Insurance, with the exception of Professional Liability and Worker s Compensation policies shall include a waiver of subrogation in favor of the Town of Windsor and shall provide no less than thirty (30) days notice to the Town in the event of a cancellation or change in conditions or amounts of coverage. The Commercial General Liability, Automobile and Umbrella Liability shall name the Town of Windsor as an additional insured. Certificates of Insurance, acceptable to the Town of Windsor shall be delivered to the Town prior to the commencement of the work and kept in force throughout the term hereof. The above insurance requirements shall also apply to all Subcontractors and the Vendor shall not allow any Subcontractor to commence work until the Subcontractor s insurance has been so obtained and approved. B. Indemnification The Vendor shall indemnify and hold harmless the Town of Windsor and its agents and employees from and against all claims, damages, losses and expenses, including attorney's fees arising out of, or resulting from the performance of the work. C. Additional Terms and Conditions The Vendor shall provide services as set forth in the proposal and in accordance with the terms identified herein. i. Invoices. The Town of Windsor will pay the Vendor for services performed in accordance with the signed Agreement. Invoices will be submitted periodically or upon completion of services rendered. The Town reserves the right to request substantiating information on any bill submitted. The Town will, within 30 days of an approved invoice, pay the amount to the Vendor. ii. Court Litigation and Waiver of Jury Trial. Notwithstanding the existence of any provision for arbitration of disputes in the contract or any legislation providing for arbitration, any dispute arising under this contract shall not be submitted to arbitration and the parties shall be left to the remedies at law. It is further expressly agreed that both parties waive and relinquish their right to a trial by jury of any dispute arising out of this contract. The intent of the parties is not to have a jury decide any aspect of any dispute which may arise under this contract. iii. Mediation. All claims, disputes or other matters in question between the parties to this Agreement arising out of or relating to this Agreement or breach thereof shall be submitted to non-binding mediation. On the written notice of either party to the other of the election to submit any dispute under this Agreement to mediation, each party shall designate its representative and shall meet at the Windsor Town Hall within ten (10) days after the service of notice. The parties themselves shall then attempt to resolve the dispute within ten (10) days of meeting.

9 Should the parties themselves be unable to agree on a resolution of this dispute, then the parties shall appoint a third party, who shall be a competent and impartial party and who shall be acceptable to each party, to mediate the dispute. Each party shall pay the fees and expenses of the party mediator and such costs shall be borne equally by both parties. Upon agreement of the parties, either party may waive the first step in the mediation process and appoint a mutually acceptable mediator. Any third party mediator designated to serve in accordance with the provisions of the Agreement shall be disinterested and shall be qualified to evaluate the performance of both parties. This process shall be considered as a condition precedent to moving to court. iv. Equitable Relief. Nothing herein shall prevent either party from obtaining a court order enforcing the mediation process or such other temporary or equitable relief until such time that the dispute is settled or finally adjudicated.