STATE OF ALASKA Department of Transportation & Public Facilities Statewide Contracting and Procurement P.O. Box 112500 (3132 Channel Drive, Suite 310) Juneau, Alaska 99811-2500
Request For Proposals RFP 2514S016 Date of Issue: January 31, 2014
Title and Purpose of RFP:
AMHS Hosted Reservations and Passenger Self-Service System Acquisition and Implementation
The Department of Transportation and Public Facilities, Alaska Marine Highway System is soliciting proposals from qualified vendors to provide a Hosted single centrally managed and supported Passenger, Berth and Vehicle Reservations solution with passenger self-service capabilities that will replace their existing custom developed reservation system (RMS3),
Offerors Are Not Required To Return This Form.
Important Notice: If you received this solicitation from the State of Alaska’s “Online Public Notice” web site, you must register with the procurement officer listed in this document to receive subsequent amendments. Failure to contact the procurement officer may result in the rejection of your offer.
John C. Wynne Procurement Officer Department of Transportation & Public Facilities Telephone: 907-465-8878 Email: [email protected]
Rev. 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
TABLE OF CONTENTS
1. SECTION ONE INTRODUCTION AND INSTRUCTIONS ...... 6 1.01 RETURN MAILING ADDRESS, CONTACT PERSON, TELEPHONE, FAX NUMBERS AND DEADLINE FOR RECEIPT OF PROPOSALS ...... 6 1.02 CONTRACT TERM AND WORK SCHEDULE ...... 6 1.03 PURPOSE OF THE RFP ...... 7 1.04 BUDGET ...... 7 1.05 LOCATION OF WORK ...... 7 1.06 HUMAN TRAFFICKING ...... 8 1.07 ASSISTANCE TO OFFERORS WITH A DISABILITY ...... 8 1.08 REQUIRED REVIEW ...... 8 1.09 QUESTIONS RECEIVED PRIOR TO OPENING OF PROPOSALS ...... 9 1.10 AMENDMENTS ...... 9 1.11 ALTERNATE PROPOSALS ...... 9 1.12 RIGHT OF REJECTION ...... 9 1.13 STATE NOT RESPONSIBLE FOR PREPARATION COSTS ...... 9 1.14 DISCLOSURE OF PROPOSAL CONTENTS ...... 10 1.15 SUBCONTRACTORS ...... 10 1.16 JOINT VENTURES ...... 10 1.17 OFFEROR'S CERTIFICATION ...... 10 1.18 CONFLICT OF INTEREST ...... 11 1.19 RIGHT TO INSPECT PLACE OF BUSINESS ...... 11 1.20 SOLICITATION ADVERTISING ...... 11 1.21 NEWS RELEASES ...... 11 1.22 ASSIGNMENT ...... 11 1.23 DISPUTES ...... 12 1.24 SEVERABILITY ...... 12 1.25 FEDERAL REQUIREMENTS ...... 12 2. SECTION TWO STANDARD PROPOSAL INFORMATION ...... 13 2.01 AUTHORIZED SIGNATURE ...... 13 2.02 PRE-PROPOSAL CONFERENCE ...... 13 2.03 SITE INSPECTION...... 13 2.04 AMENDMENTS TO PROPOSALS ...... 13 2.05 SUPPLEMENTAL TERMS AND CONDITIONS ...... 13 2.06 CLARIFICATION OF OFFERS...... 14 2.07 DISCUSSIONS WITH OFFERORS ...... 14 2.08 PRIOR EXPERIENCE ...... 14 2.09 EVALUATION OF PROPOSALS ...... 15 2.10 VENDOR TAX ID ...... 15 2.11 F.O.B. POINT ...... 15 2.12 ALASKA BUSINESS LICENSE AND OTHER REQUIRED LICENSES ...... 15 2.13 APPLICATION OF PREFERENCES ...... 16 2.14 NOT USED ...... 16 2.15 NOT USED ...... 16 2.16 FORMULA USED TO CONVERT COST TO POINTS ...... 16 2.17 NOT USED ...... 17 2.18 CONTRACT NEGOTIATION...... 17 2.19 FAILURE TO NEGOTIATE ...... 18 2.20 NOTICE OF INTENT TO AWARD (NOIA) — OFFEROR NOTIFICATION OF SELECTION ...... 18 2.21 PROTEST ...... 18 3. SECTION THREE STANDARD CONTRACT INFORMATION ...... 20
Page 2 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
3.01 CONTRACT TYPE ...... 20 3.02 CONTRACT APPROVAL ...... 20 3.03 STANDARD CONTRACT PROVISIONS ...... 20 3.04 PROPOSAL AS A PART OF THE CONTRACT ...... 20 3.05 ADDITIONAL TERMS AND CONDITIONS ...... 20 3.06 INSURANCE REQUIREMENTS ...... 20 3.07 CONTRACT PRICE ADJUSTMENTS ...... 21 3.08 CONTRACT FUNDING ...... 21 3.09 PROPOSED PAYMENT PROCEDURES ...... 21 3.10 CONTRACT PAYMENT ...... 21 3.11 INFORMAL DEBRIEFING ...... 21 3.12 CONTRACT PERSONNEL ...... 22 3.13 INSPECTION & MODIFICATION - REIMBURSEMENT FOR UNACCEPTABLE DELIVERABLES ...... 22 3.14 TERMINATION FOR DEFAULT ...... 22 3.15 NOT USED ...... 22 3.16 DATA OWNERSHIP ...... 22 3.17 SOFTWARE ESCROW AGREEMENT ...... 22 3.18 CONTRACT CHANGES - UNANTICIPATED AMENDMENTS ...... 23 3.19 CONTRACT CHANGES – ANTICIPATED AMENDMENTS ...... 23 3.20 CONTRACT INVALIDATION ...... 23 3.21 NONDISCLOSURE AND CONFIDENTIALITY ...... 23 4. SECTION FOUR BACKGROUND INFORMATION ...... 25 4.01 BACKGROUND INFORMATION ...... 25 4.02 AMHS ORGANIZATION ...... 26 4.03 INFORMATION TECHNOLOGY ENVIRONMENT ...... 26 5. SECTION FIVE SCOPE OF WORK ...... 29 5.01 SCOPE OF WORK ...... 29 5.02 DELIVERABLES ...... 29 >> PLEASE READ CAREFULLY AND PROVIDE THE INFORMATION REQUESTED IN YOUR PROPOSAL. << ...... 29 5.02.1 PROJECT MANAGEMENT ...... 29 5.02.2 SOFTWARE CUSTOMIZATION ...... 31 5.02.3 SYSTEM CONFIGURATION/LOCALIZATION/FEATURES DEVELOPMENT ...... 31 5.02.4 INTERFACE DEVELOPMENT ...... 32 5.02.5 TESTING...... 32 5.02.6 HARDWARE AND SOFTWARE PROCUREMENT/INSTALLATION (SYSTEM)...... 32 5.02.7 REPORT DESIGN AND DEVELOPMENT ...... 35 5.02.8 TRAINING ...... 35 5.02.9 CUT-OVER ...... 35 5.02.10 POST IMPLEMENTATION ...... 36 5.02.11 HOSTING, SUPPORT AND MAINTENANCE ...... 36 5.03 PLAN PHASES (PROPOSED) ...... 38 5.03.1 PHASE 1 - (PLAN DEVELOPMENT) ...... 38 5.03.1.1. PROJECT PLAN ...... 38 5.03.1.2. PROJECT SCHEDULE ...... 38 5.03.1.3. WORK BREAKDOWN STRUCTURE ...... 38 5.03.1.4. DETAILED SYSTEM ARCHITECTURE DOCUMENT ...... 38 5.03.1.5. RISK ASSESSMENT ...... 38 5.03.1.6. RISK MANAGEMENT PLAN ...... 38 5.03.1.7. TIME MANAGEMENT PLAN ...... 38 5.03.1.8. CHANGE CONTROL MANAGEMENT/COMMUNICATION PLAN ...... 38 5.03.1.9. PROPOSED TEAM ORGANIZATIONAL CHART ...... 38 5.03.1.10. IMPLEMENTATION PLAN - TECHNICAL ...... 38 5.03.1.11. FUNCTIONAL, SUPPORT AND TRAINING DOCUMENTATION ...... 38 5.03.2. PHASE 2 - (SOFTWARE CUSTOMIZATION AND TESTING) ...... 38
Page 3 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
5.03.2.1. REQUIREMENT DOCUMENTATION AND USE CASE DEVELOPMENT ...... 38 5.03.2.2. SOFTWARE CUSTOMIZATION ...... 38 5.03.2.3 ESSENTIAL SYSTEMS INTEGRATION ...... 38 5.03.2.3.1. PAYMENT PROCESSING SOFTWARE ...... 38 5.03.2.3.2. SOA ACTIVE DIRECTORY SERVICES ...... 38 5.03.2.4. TRAINING ...... 38 5.03.2.5. TESTING...... 38 5.03.2.6. USER ACCEPTANCE ...... 38 5.03.3 PHASE 3 - (REMAINING SYSTEMS INTEGRATION) ...... 38 5.03.3.1 DATA MIGRATION ...... 38 5.03.3.2 ACCOUNTING SYSTEM ...... 38 5.03.3.3 DATA WAREHOUSE AND REPORTING SYSTEM ...... 38 5.03.3.4 CUSTOMER PROFILE MANAGEMENT SYSTEM ...... 38 5.03.3.5 REPORT DEVELOPMENT ...... 38 5.03.3.6 TRAINING ...... 38 5.03.3.7 TESTING ...... 38 5.03.4 PHASE 4 (HARDWARE ACQUISITION AND IMPLEMENTATION) ...... 38 5.03.4.1 WORK LOCATION PREPARATION ...... 38 5.03.4.2 HARDWARE ACQUISITION ...... 38 5.03.4.3 HARDWARE INSTALLATION ...... 38 5.03.4.4 IMPLEMENTATION ...... 38 5.03.4.5 TRAINING ...... 38 5.03.4.6 TESTING ...... 38 5.03.5 PHASE 5 (GO LIVE) ...... 38 5.03.5.1 FINAL IMPLEMENTATION ...... 38 5.03.5.2 TRAINING ...... 38 5.03.5.3 TESTING ...... 38 5.03.5.4 SYSTEM MONITORING, REFINEMENT, SUPPORT ...... 38 5.03.5.5 FINAL USER ACCEPTANCE ...... 38 5.04 SYSTEM REQUIREMENTS ...... 39 5.04.1. INTRODUCTION ...... 39 5.04.2. OBJECTIVES ...... 39 5.04.2.1. EASE OF USE ...... 39 5.04.2.2 ADAPTABILITY ...... 39 5.04.2.3 SCALABILITY ...... 39 5.04.2.4 EXTENSIBILITY ...... 40 5.04.2.5 MAINTAINABILITY ...... 40 5.04.2.6 INTEGRATION WITH OTHER SYSTEMS ...... 40 5.04.3 HOSTED SOLUTION - FUNCTIONAL & TECHNICAL REQUIREMENTS ...... 41 5.04.3.1 OPERATING ENVIRONMENT ...... 41 5.04.3.2 SECURITY ...... 41 5.04.3.3 USER INTERFACES ...... 42 5.04.3.4 SYSTEMS INTEGRATION/INTERFACES ...... 43 5.04.3.5 DATA STORAGE ...... 44 5.04.3.6 INFORMATION INTEGRITY (INCLUDING BACKUP AND RECOVERY) ...... 45 5.04.3.7 CUSTOMER PROFILE AND RESERVATION MANAGEMENT ...... 46 5.04.3.8 PROCESS MANAGEMENT ...... 47 5.04.3.9 FORM OF PAYMENT (FOP) ...... 48 5.04.3.10 NOTIFICATIONS ...... 48 5.04.3.11 TARIFF, CAPACITY AND INVENTORY MANAGEMENT ...... 49 5.04.3.12 ECOMMERCE/PASSENGER SELF-SERVICE ...... 54 5.04.3.13 QUERY AND REPORTING ...... 55 5.04.3.14 TRAINING ...... 55 5.04.3.15 TEST ENVIRONMENT ...... 55 5.04.3.16 DOCUMENTATION, USER SUPPORT AND HELP ...... 55 5.04.4 HARDWARE AND PERIPHERALS SPECIFICATIONS ...... 57
Page 4 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
5.04.4.1 STANDARD WORK STATION ...... 57 5.04.4.2 OTHER HARDWARE/PERIPHERALS ...... 58 5.04.4.3 SUPPORT HARDWARE ...... 59 5.04.5 PROPOSED IMPLEMENTATION LOCATIONS ...... 60 5.06 RESPONSIBILITIES OF SUCCESSFUL OFFEROR ...... 61 5.07 RESPONSIBILITIES OF RESERVATIONS SYSTEM CONTRACT PROJECT COORDINATOR ...... 62 5.08 RESPONSIBILITIES OF THE AMHS PROJECT DIRECTOR ...... 63 5.09 GENERAL APPROACH TO DELIVERABLES...... 63 6. SECTION SIX PROPOSAL FORMAT AND CONTENT ...... 65 6.01 PROPOSAL FORMAT AND CONTENT ...... 65 6.02 INTRODUCTION ...... 65 6.03 UNDERSTANDING OF THE PROJECT ...... 65 6.04 METHODOLOGY USED FOR THE PROJECT ...... 65 7. SECTION SEVEN EVALUATION CRITERIA AND CONTRACTOR SELECTION ...... 69 8. SECTION EIGHT ATTACHMENTS ...... 80 8.01 ATTACHMENTS ...... 80
Page 5 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
1. SECTION ONE INTRODUCTION AND INSTRUCTIONS
1.01 Return Mailing Address, Contact Person, Telephone, Fax Numbers and Deadline for Receipt of Proposals
Offerors must submit one (1) original and four (4) copies of their proposal, in writing, plus one (1) CD inclusive of the Technical and Cost Proposal to the Procurement Officer in a sealed envelope. It must be addressed as follows:
Department of Transportation & Public Facilities Statewide Contracting and Procurement Attention: John C. Wynne Request for Proposal (RFP) Number: 2514S016 Project name: AMHS Hosted Reservations and Passenger Self Services System Acquisition and Implementation
Physical Address (Delivery Service): Mailing Address (U.S. Mail): 3132 Channel Drive P.O. Box 112500 Room 300 Juneau, Alaska 99811-2500 Juneau, Alaska 99801-3134
Proposals must be received no later than 2:30 P.M., Alaska Time on March 14, 2014. Faxed or electronically submitted proposals are acceptable but not encouraged. Oral proposals are not acceptable. All expedited mail services take at least two nights.
If submitting a faxed proposal, it is the offeror’s responsibility to contact the issuing agency at 907-465-8878 to make arrangements prior to faxing the proposal and to confirm that the entire proposal has been received.
If submitting and proposal electronically, the proposal must be emailed to [email protected], They must contain the RFP number in the subject line of the email, and be submitted as an attachment in PDF format. It is also the offeror’s responsibility to contact the Procurement Officer at 907-465-8878 to confirm that the entire proposal has been received. See file size limits Section 6.01.
Important Note: There is no overnight express mail delivery to Juneau, Alaska. All expedited mail and delivery services take at least two nights.
An offeror’s failure to submit its proposal prior to the deadline will cause the proposal to be disqualified. Late proposals or amendments will not be opened or accepted for evaluation.
PROCUREMENT OFFICER: John C. Wynne – PHONE 907-465-8878 - FAX 907-465-4010
The State of Alaska provides one Request for Proposal (RFP). Additional RFPs may be purchased for the cost of reproduction, $.25 per page.
1.02 Contract Term and Work Schedule
The contract term and work schedule set out herein represents the State of Alaska's best estimate of the schedule that will be followed. If a component of this schedule, such as the opening date, is delayed, the rest of the schedule will be shifted by the same number of days.
Page 6 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
The length of the implementation portion of the contract will be from the date contract start, approximately May 9, 2014, until completion, approximately April 30, 2015. The length of the Hosting, System Support and Maintenance portion of the contract will be for five (5) years from the point of the Reservation System Final Acceptance by the AMHS Project Director and approval of a contract amendment by the Procurement Officer, with five (5) optional one (1) year renewal periods, under the same terms and conditions as the original contract. Renewals are at the sole discretion of the State to exercise.
Unless otherwise provided in this RFP, the State and the successful offeror/contractor agree: (1) that any holding over of the contract excluding any exercised renewal options, will be considered as a month-to-month extension, and all other terms and conditions shall remain in full force and effect and (2) to provide written notice to the other party of the intent to cancel such month-to-month extension at least 30-days before the desired date of cancellation.
The approximate contract schedule is as follows:
Issue RFP January 31, 2014
Deadline for Receipt of Proposals March 14 , 2014,
Proposal Evaluation Committee (PEC) complete INITIAL evaluation by March 28, 2014,
Software Demonstration complete by April 11, 2014.
Proposal Evaluation Committee complete FINAL evaluation by April 25, 2014,
State of Alaska issues Notice of Intent to Award a Contract April 28, 2014,
State of Alaska issues contract May 9, 2014,
Contract start May 9, 2014,
1.03 Purpose of the RFP
The Department of Transportation and Public Facilities, Alaska Marine Highway System, is soliciting proposals from qualified vendors to provide a Hosted single centrally managed and supported Passenger, Berth and Vehicle Reservations solution with customer relation management, and passenger self-service capabilities. This system will replace the existing custom developed reservation (RMS3), and eCommerce web reservation (OARS) passenger self-service system. This system must be a Hosted (SaaS) System. Because this new system will support a variety of operating departments, the core system must be customizable.
1.04 Budget
Department of Transportation & Public Facilities (DOT&PF), Alaska Marine Highway System (AMHS), estimates an Implementation Costs budget of between $6.5 million and $7.5 million dollars for completion of this project. Proposals priced at more than $7.5 million for Implementation Costs will be considered non-responsive.
1.05 Location of Work
The location(s) the work is to be performed, completed and managed is Ketchikan and Juneau Alaska.
Page 7 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
AMHS will provide work space in its Ketchikan or Juneau offices for the individual(s) assigned by the Successful Offeror to engage in activities related to this project. This space, consisting of a desk equipped with only a phone and internet access, will be provided at no cost to the contractor.
The contractor should include in their Cost Proposal: transportation, lodging and per diem costs sufficient to pay for two (2) persons to make an estimated eighteen (18) trips to Juneau and/or Ketchikan, Alaska. Travel for project development and pre-implementation work is estimated to be twelve (12) trips for one to two (1-2) days on site (Ketchikan or Juneau) per trip. Travel for implementation and training (balance of trips) is estimated to require four to seven (4-7) days on site (Ketchikan or Juneau) per trip. Travel to other locations will not be required. Some meetings will be held by teleconference. (See Section 5.10 General Specifications – Travel Reimbursement.)
NOTE: A Foreign Outsourcing Waiver has been granted for this RFP, allowing work to be performed outside of the United States.
The proposal must include a detailed description of the portion of work that will be performed outside the United States, where and by whom.
Failure to comply with this requirement may cause the state to reject the proposal as non-responsive, or cancel the contract.
1.06 Human Trafficking
By signature on their proposal, the Offeror certifies that the Offeror is not established and headquartered or incorporated and headquartered in a country recognized as Tier 3 in the most recent United States Department of State’s Trafficking in Persons Report.
The most recent United States Department of State’s Trafficking in Persons Report can be found at the following website: http://www.state.gov/g/tip/
Failure to comply with this requirement will cause the state to reject the proposal as non-responsive, or cancel the contract.
1.07 Assistance to Offerors with a Disability
Offerors with a disability may receive accommodation regarding the means of communicating this RFP or participating in the procurement process. For more information, contact the procurement officer no later than ten days prior to the deadline for receipt of proposals.
1.08 Required Review
Offerors should carefully review this solicitation for defects and questionable or objectionable material. Comments concerning defects and objectionable material must be made in writing and received by the procurement officer at least ten days before the proposal opening. This will allow issuance of any necessary amendments. It will also help prevent the opening of a defective solicitation and exposure of Offeror's proposals upon which award could not be made. Protests based on any omission or error, or on the content of the solicitation, will be disallowed if these faults have not been brought to the attention of the procurement officer, in writing, at least ten days before the time set for opening.
Page 8 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
1.09 Questions Received Prior to Opening of Proposals
All questions must be in writing and directed to the issuing office, addressed to the procurement officer. The interested party must confirm telephone conversations in writing. No further questions will be allowed after 1:30PM Alaska Prevailing Time on March 6, 2014. All questions must be sent to: [email protected]. Two types of questions generally arise. One may be answered by directing the questioner to a specific section of the RFP. These questions may be answered over the telephone. Other questions may be more complex and may require a written amendment to the RFP. The procurement officer will make that decision.
1.10 Amendments
If an amendment is issued, it will be provided to all who were mailed a copy of the RFP and to those who have registered with the procurement officer as having downloaded the RFP from the State of Alaska Online Public Notice web site. All Mandatory Return amendments will be so noted and must be signed, dated and returned with the offeror’s proposal, or the proposal may be considered non-responsive.
1.11 Alternate Proposals
Offerors may only submit one proposal for evaluation.
In accordance with 2 AAC 12.830 alternate proposals (proposals that offer something different than what is asked for) will be rejected.
1.12 Right of Rejection
Offerors must comply with all of the terms of the RFP, the State Procurement Code (AS 36.30), and all applicable local, state, and federal laws, codes, and regulations. The procurement officer may reject any proposal that does not comply with all of the material and substantial terms, conditions, and performance requirements of the RFP.
Offerors may not qualify the proposal nor restrict the rights of the state. If an Offeror does so, the procurement officer may determine the proposal to be a non-responsive counter-offer and the proposal may be rejected.
Minor informalities that:
do not affect responsiveness; are merely a matter of form or format; do not change the relative standing or otherwise prejudice other offers; do not change the meaning or scope of the RFP; are trivial, negligible, or immaterial in nature; do not reflect a material change in the work; or do not constitute a substantial reservation against a requirement or provision; may be waived by the procurement officer.
The state reserves the right to refrain from making an award if it determines that to be in its best interest. A proposal from a debarred or suspended Offeror shall be rejected.
1.13 State Not Responsible for Preparation Costs
The state will not pay any cost associated with the preparation, submittal, presentation, or evaluation of any proposal.
Page 9 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
1.14 Disclosure of Proposal Contents
All proposals and other material submitted become the property of the State of Alaska and may be returned only at the state's option. AS 40.25.110 requires public records to be open to reasonable inspection. All proposal information, including detailed price and cost information, will be held in confidence during the evaluation process and prior to the time a Notice of Intent to Award is issued. Thereafter, proposals will become public information.
Trade secrets and other proprietary data contained in proposals may be held confidential if the Offeror requests, in writing, that the procurement officer does so, and if the procurement officer agrees, in writing, to do so. Material considered confidential by the Offeror must be clearly identified and the Offeror must include a brief statement that sets out the reasons for confidentiality.
1.15 Subcontractors
Subcontractors may be used to perform work under this contract. If an Offeror intends to use subcontractors, the Offeror must identify in the proposal the names of the subcontractors and the portions of the work the subcontractors will perform.
If a proposal with subcontractors is selected, the Offeror must provide the following information concerning each prospective subcontractor within five working days from the date of the state's request:
(a) complete name of the subcontractor;
(b) complete address of the subcontractor;
(c) type of work the subcontractor will be performing;
(d) percentage of work the subcontractor will be providing;
(e) evidence that the subcontractor holds a valid Alaska business license; and
(f) a written statement, signed by each proposed subcontractor that clearly verifies that the subcontractor is committed to render the services required by the contract.
An offeror's failure to provide this information, within the time set, may cause the state to consider their proposal non-responsive and reject it. The substitution of one subcontractor for another may be made only at the discretion and prior written approval of the project director.
1.16 Joint Ventures
Joint ventures are acceptable. If submitting a proposal as a joint venture, the offeror must submit a copy of the joint venture agreement which identifies the principals involved and their rights and responsibilities regarding performance and payment.
1.17 Offeror's Certification
By signature on the proposal, offerors certify that they comply with the following:
(a) the laws of the State of Alaska;
(b) the applicable portion of the Federal Civil Rights Act of 1964;
Page 10 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
(c) the Equal Employment Opportunity Act and the regulations issued thereunder by the federal government;
(d) the Americans with Disabilities Act of 1990 and the regulations issued thereunder by the federal government;
(e) all terms and conditions set out in this RFP;
(f) a condition that the proposal submitted was independently arrived at, without collusion, under penalty of perjury;
(g) that the offers will remain open and valid for at least 90 days; and
(h) that programs, services, and activities provided to the general public under the resulting contract conform with the Americans with Disabilities Act of 1990, and the regulations issued thereunder by the federal government.
If any offeror fails to comply with [a] through [h] of this paragraph, the state reserves the right to disregard the proposal, terminate the contract, or consider the contractor in default.
1.18 Conflict of Interest
Each proposal shall include a statement indicating whether or not the firm or any individuals working on the contract has a possible conflict of interest (e.g., currently employed by the State of Alaska or formerly employed by the State of Alaska within the past two years) and, if so, the nature of that conflict. The Commissioner, Department of Transportation and Public Facilities, reserves the right to consider a proposal non-responsive and reject it or cancel the award if any interest disclosed from any source could either give the appearance of a conflict or cause speculation as to the objectivity of the program to be developed by the offeror. The Commissioner's determination regarding any questions of conflict of interest shall be final.
1.19 Right to Inspect Place of Business
At reasonable times, the state may inspect those areas of the contractor's place of business that are related to the performance of a contract. If the state makes such an inspection, the contractor must provide reasonable assistance.
1.20 Solicitation Advertising
Public notice has been provided in accordance with 2 AAC 12.220.
1.21 News Releases
News releases related to this RFP will not be made without prior approval of the project director.
1.22 Assignment Per 2 AAC 12.480, the contractor may not transfer or assign any portion of the contract without prior written approval from the procurement officer.
Page 11 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
1.23 Disputes
Any dispute arising out of this agreement will be resolved under the laws of the State of Alaska. Any appeal of an administrative order or any original action to enforce any provision of this agreement or to obtain relief from or remedy in connection with this agreement may be brought only in the Superior Court for the State of Alaska.
1.24 Severability
If any provision of the contract or agreement is declared by a court to be illegal or in conflict with any law, the validity of the remaining terms and provisions will not be affected; and, the rights and obligations of the parties will be construed and enforced as if the contract did not contain the particular provision held to be invalid.
1.25 Federal Requirements
The offeror must identify all known federal requirements that apply to the proposal, the evaluation, or the contract. Attachment #1 - Required Contract Provisions for Federal-Aid Contracts, is included for your reference, as it will become part of the contract.
Page 12 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
2. SECTION TWO STANDARD PROPOSAL INFORMATION
2.01 Authorized Signature
All proposals must be signed by an individual authorized to bind the offeror to the provisions of the RFP. Proposals must remain open and valid for at least 90-days from the opening date.
2.02 Pre-proposal Conference
A pre-proposal conference will be held telephonically at 10:00am, Alaska Prevailing Time, on February 14, 2014. Prospective offerors may participate by calling 1-800-315-6338 and entering the passcode 8878#. The purpose of the conference is to discuss the work to be performed with the prospective offerors and allow them to ask questions concerning the RFP. Questions and answers will be transcribed and issued as an RFP amendment as soon as possible after the meeting.
Offerors with a disability needing accommodation should contact the procurement officer prior to the date set for the pre-proposal conference so that reasonable accommodation can be made.
2.03 Site Inspection
The state may conduct on-site visits to evaluate the offeror's capacity to perform the contract. An offeror must agree, at risk of being found non-responsive and having its proposal rejected, to provide the state reasonable access to relevant portions of its work sites. Individuals designated by the procurement officer at the state’s expense will make site inspection.
2.04 Amendments to Proposals
Amendments to or withdrawals of proposals will only be allowed if acceptable requests are received prior to the deadline that is set for receipt of proposals. No amendments or withdrawals will be accepted after the deadline unless they are in response to the state's request in accordance with 2 AAC 12.290.
2.05 Supplemental Terms and Conditions
Proposals must comply with Section 1.11 Right of Rejection. However, if the state fails to identify or detect supplemental terms or conditions that conflict with those contained in this RFP or that diminish the state's rights under any contract resulting from the RFP, the term(s) or condition(s) will be considered null and void. After award of contract:
a) if conflict arises between a supplemental term or condition included in the proposal and a term or condition of the RFP, the term or condition of the RFP will prevail; and b) if the state's rights would be diminished as a result of application of a supplemental term or condition included in the proposal, the supplemental term or condition will be considered null and void.
Page 13 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
2.06 Clarification of Offers
In order to determine if a proposal is reasonably susceptible for award, communications by the procurement officer or the proposal evaluation committee are permitted with an offeror to clarify uncertainties or eliminate confusion concerning the contents of a proposal. Clarifications may not result in a material or substantive change to the proposal. The evaluation by the procurement officer or the proposal evaluation committee may be adjusted as a result of a clarification under this section.
2.07 Discussions with Offerors
The state may conduct discussions with offerors in accordance with AS 36.30.240 and 2 AAC 12.290. The purpose of these discussions will be to ensure full understanding of the requirements of the RFP and proposal. Discussions will be limited to specific sections of the RFP or proposal identified by the procurement officer. Discussions will only be held with offerors who have submitted a proposal deemed reasonably susceptible for award by the procurement officer. Discussions, if held, will be after initial evaluation of proposals by the PEC. If modifications are made as a result of these discussions they will be put in writing. Following discussions, the procurement officer may set a time for best and final proposal submissions from those offerors with whom discussions were held. Proposals may be reevaluated after receipt of best and final proposal submissions.
If an offeror does not submit a best and final proposal or a notice of withdrawal, the offeror’s immediate previous proposal is considered the offeror’s best and final proposal.
Offerors with a disability needing accommodation should contact the procurement officer prior to the date set for discussions so that reasonable accommodation can be made. Any oral modification of a proposal must be reduced to writing by the offeror.
2.08 Prior Experience Please read this section carefully and respond appropriately.
In order to be considered responsive, offerors must clearly provide evidence in writing as to how they meet each of these minimum Prior Experience requirements within the last ten (10) years:
A. Successful implementation of an enterprise Reservations Management System for passenger and vehicle booking, passage and fulfillment, and support functionality for a 24/7 operation of similar size or larger.
B. Proposed solution, including core software and functionality has been commercially available for at least the last five (5) years. Upgrades, enhanced features and new hardware technology are not considered ‘core software'.
C. Experience with successful systems implementation where WAN communication between host and client is accomplished in some client locations solely via wireless or satellite link, and communication links may be unavailable for some period of time.
D. The capability of providing the required services by possessing adequate available resources, including: -facilities -personnel, -organization structure, -support systems, -operation controls, -quality controls, -technical services,
Page 14 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
-hardware and equipment, -software development/customization services, -product maintenance and support, and -training support and other related factors.
E. Each project team member has worked with the system proposed for at least one (1) year.
F. Key project team members have successfully deployed the proposed system at least three (3) times.
G. Three (3) references must be supplied meeting the requirements outlined in Section 6.07.
An offeror's failure to meet these minimum prior experience requirements will cause their proposal to be considered non-responsive and their proposal will be rejected.
2.09 Evaluation of Proposals
The procurement officer, or an evaluation committee made up of at least three state employees or public officials, will evaluate proposals. The evaluation will be based solely on the evaluation factors set out in Section SEVEN of this RFP.
After receipt of proposals, if there is a need for any substantial clarification or material change in the RFP, an amendment will be issued. The amendment will incorporate the clarification or change, and a new date and time established for new or amended proposals. Evaluations may be adjusted as a result of receiving new or amended proposals.
2.10 Vendor Tax ID
A valid Vendor Tax ID must be submitted to the issuing office with the proposal or within five days of the state's request.
2.11 F.O.B. Point
All goods purchased through this contract will be F.O.B. final destination. All prices offered must include the delivery costs to the AMHS headquarters at 7559 North Tongass Highway, Ketchikan, AK 99901-9101.
2.12 Alaska Business License and Other Required Licenses
FEDERAL REQUIREMENTS
Federally Funded Project(s) and Alaska Business License Requirements When Federal funds are involved, the Alaska Business License must be obtained prior to the award of a contract. 23 CFR 635.110; “Licensing and qualification of contractors”, (c) reads: “No contractor shall be required by law, regulation, or practice to obtain a license before submission of a bid or before the bid may be considered for award of a contract” Offerors should contact the Department of Community and Economic Development, Division of Corporations, Business and Professional Licensing, P. O. Box 110806, Juneau, Alaska 99811-0806, for information on obtaining applicable licenses http://www.commerce.state.ak.us/occ/home.htm. >>Out of state corporations must first register as a “foreign corporation” and then obtain a business license.<< The document
Page 15 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
“Establishing a Business in Alaska” can be downloaded at the following state link: http://www.commerce.state.ak.us/investments/pdf/EstablishingABusiness.pdf.
Certifications The Contractor must meet the following Federal certification requirements:
1. Debarment, suspension, and other responsibility matters for primary covered transactions The Contractor certifies, to the best of its knowledge and belief, that it and its principles: a) Are not presently debarred, suspended, proposed for debarment, declared ineligible, or voluntarily excluded from covered transactions by any Federal department or agency; b) Have not, within a three (3) year period preceding this certification, been convicted of or had a civil judgment rendered against them for commission of fraud or a criminal offense in connection with obtaining, attempting to obtain, or performing a public (Federal, state, or local) transaction or contract under a public transaction, violation of Federal or state antitrust statues, or commission of embezzlement, theft, forgery, bribery, falsification or destruction of records, making false statements, or receiving stolen property; c) Are not presently indicted for or otherwise criminally or civilly charged by a governmental entity (Federal, state, or local) with commission of any of the offenses listed in subparagraph (1)(b) of this certification: and d) Have not within three (3) year period preceding this certification had one or more public transaction (federal, state, or local) terminated from clause or default. e) Contractor also certifies that, if it later becomes aware of any information contradicting the statements of paragraph a) above, it will promptly provide that information to the Alaska Department of Transportation.
Procurement Compliance Contractor certifies that its procurements and procurement system will comply with all applicable requirements imposed by Federal laws, executive orders, or regulations.
Prior the deadline for receipt of proposals, all offerors must hold any other necessary applicable professional licenses required by Alaska Statute.
2.13 Application of Preferences
No state or local preferences apply to this federally funded project.
2.14 Not Used
2.15 Not Used
2.16 Formula Used to Convert Cost to Points AS 36.30.250 & 2 AAC 12.260
The distribution of points based on cost will be determined as set out in 2 AAC 12.260(c). The lowest cost proposal will receive the maximum number of points allocated to cost. The point allocations for cost on the other proposals will be determined through the method set out below. In the generic example below, cost is weighted as 40% of the overall total score. The weighting of cost may be different in your particular RFP. See section SEVEN to determine the value, or weight of cost for this RFP.
Page 16 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
EXAMPLE Formula Used to Convert Cost to Points
[STEP 1] List all proposal prices, adjusted where appropriate by the application of all applicable preferences.
Offeror #1 - Non-Alaskan Offeror $40,000 Offeror #2 - Alaskan Offeror $42,750 Offeror #3 - Alaskan Offeror $47,500
[STEP 2] Convert cost to points using this formula.
[(Price of Lowest Cost Proposal) x (Maximum Points for Cost)] ______= POINTS (Cost of Each Higher Priced Proposal)
The RFP allotted 30% (300 points) of the total of 1000 points for cost.
Offeror #1 receives 300 points.
The reason they receive that amount is because the lowest cost proposal, in this case $40,000, receives the maximum number of points allocated to cost, 40 points.
Offeror #2 receives 281 points.
$40,000 x 300 = 12,000,000 $42,750 = 281 Lowest Max Offeror #2 Points Cost Points
Offeror #3 receives 253 points.
$40,000 x 300 = 12,000,000 $47,500 = 253 Lowest Max Offeror #3 Points Cost Points
2.17 Not Used
2.18 Contract Negotiation
2 AAC 12.315 CONTRACT NEGOTIATIONS After final evaluation, the procurement officer may negotiate with the offeror of the highest-ranked proposal. Negotiations, if held, shall be within the scope of the request for proposals and limited to those items which would not have an effect on the ranking of proposals. If the highest- ranked offeror fails to provide necessary information for negotiations in a timely manner, or fails to negotiate in good faith, the state may terminate negotiations and negotiate with the offeror of the next highest-ranked proposal. If contract negotiations are commenced, they may be held at the AMHS Headquarters, 7559 North Tongass, Ketchikan, Alaska.
Page 17 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
If the contract negotiations take place in Ketchikan, Alaska, the offeror will be responsible for their travel and per diem expenses.
2.19 Failure to Negotiate
If the selected offeror
fails to provide the information required to begin negotiations in a timely manner; or fails to negotiate in good faith; or indicates they cannot perform the contract within the budgeted funds available for the project; or if the offeror and the state, after a good faith effort, simply cannot come to terms, the state may terminate negotiations with the offeror initially selected and commence negotiations with the next highest ranked offeror.
2.20 Notice of Intent to Award (NOIA) — Offeror Notification of Selection
After the completion of contract negotiation the procurement officer will issue a written Notice of Intent to Award (NIA) and send copies to all offerors. The NIA will set out the names of all offerors and identify the proposal selected for award. See Attachment #2 for an example of the NOIA form.
2.21 Protest
AS 36.30.560 provides that an interested party may protest the content of the RFP.
An interested party is defined in 2 AAC 12.990(a) (7) as "an actual or prospective bidder or offeror whose economic interest might be affected substantially and directly by the issuance of a contract solicitation, the award of a contract, or the failure to award a contract."
If an interested party wishes to protest the content of a solicitation, the protest must be received, in writing, by the procurement officer at least ten days prior to the deadline for receipt of proposals.
AS 36.30.560 also provides that an interested party may protest the award of a contract or the proposed award of a contract.
If an offeror wishes to protest the award of a contract or the proposed award of a contract, the protest must be received, in writing by the procurement officer within ten days after the date the Notice of Intent to Award the contract is issued.
A protester must have submitted a proposal in order to have sufficient standing to protest the proposed award of a contract. Protests must include the following information:
a. the name, address, and telephone number of the protester;
b. the signature of the protester or the protester's representative;
c. identification of the contracting agency and the solicitation or contract at issue;
d. a detailed statement of the legal and factual grounds of the protest including copies of relevant documents; and the form of relief requested.
Page 18 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
Protests filed by telex or telegram are not acceptable because they do not contain a signature. Fax copies containing a signature are acceptable.
The procurement officer will issue a written response to the protest. The response will set out the procurement officer's decision and contain the basis of the decision within the statutory time limit in AS 36.30.580. A copy of the decision will be furnished to the protester by certified mail, fax or another method that provides evidence of receipt.
All offerors will be notified of any protest. The review of protests, decisions of the procurement officer, appeals, and hearings, will be conducted in accordance with the State Procurement Code (AS 36.30), Article 8 "Legal and Contractual Remedies.”
Page 19 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
3. SECTION THREE STANDARD CONTRACT INFORMATION
3.01 Contract Type
This contract is a firm fixed price contract, with an hourly rate adjustment clause.
3.02 Contract Approval
This RFP does not, by itself, obligate the state. The state's obligation will commence when the contract is approved by the Commissioner of the Department of Transportation & Public Facilities, or the Commissioner's designee. Upon written notice to the contractor, the state may set a different starting date for the contract. The state will not be responsible for any work done by the contractor, even work done in good faith, if it occurs prior to the contract start date set by the state.
3.03 Standard Contract Provisions
The contractor will be required to sign and submit the attached State's Standard Agreement Form for Professional Services Contracts (form 02-093/Appendix A). The contractor must comply with the contract provisions set out in this attachment. No alteration of these provisions will be permitted without prior written approval from the Department of Law. Objections to any of the provisions in Appendix A must be set out in the offeror’s proposal. See Attachment #3 for an example of the Standard Agreement form Appendix A.
3.04 Proposal as a Part of the Contract
Part or all of this RFP and the successful proposal may be incorporated into the contract.
3.05 Additional Terms and Conditions
The state reserves the right to add terms and conditions during contract negotiations. These terms and conditions will be within the scope of the RFP and will not affect the proposal evaluations.
3.06 Insurance Requirements
The successful offeror must provide proof of workers' compensation insurance prior to contract approval. Do not submit insurance documents with your proposal.
The successful offeror must secure the insurance coverage required by the state. The coverage must be satisfactory to the Department of Administration Division of Risk Management. An offeror's failure to provide evidence of such insurance coverage is a material breach and grounds for withdrawal of the award or termination of the contract.
Offerors must review form APPENDIX B1, attached, for details on required coverage. No alteration of these requirements will be permitted without prior written approval from the Department of Administration, Division of Risk Management. Objections to any of the requirements in APPENDIX B1 must be set out in the offeror’s proposal. See Attachment #3 for an example of the Standard Agreement form Appendix B1.
Page 20 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
The Certificate of Insurance must be provided at the time of contract signing. The Certificate(s) must show the contract number and the Certificate Holder as: DOT&PF, POB 112500, Juneau, AK 99811-2500.
3.07 Contract Price Adjustments
The Interface Cost Estimate hourly rate will remain firm through April 30, 2015. The contractor may request a price adjustment, in writing to the Procurement Officer, annually or thirty (30) days prior to the contract renewal date. If a contractor fails to request a price adjustment 30 days prior to the renewal date, the adjustment will be effective 30 days after the state receives their written request.
Contract Labor Rate and Annual Cost Price Adjustments:
Price adjustments for the labor rates used in 5.02.1.5.7 Interface Cost Estimate and Annual Costs will be made in accordance with the percentage change in the U.S. Department of Labor Consumer Price Index (CPI-U) for All Urban Consumers, All Items, Anchorage Area or area where Successful Offeror’s facility is located.
The price adjustment rate will be determined by comparing the percentage difference between the CPI in effect for the base year six (6) month average July through December 2014; and each July through December average thereafter. The percentage difference between those two CPI issues will be the price adjustment rate. No retroactive contract price adjustments will be allowed.
3.08 Contract Funding
Payment for the contract is subject to funds already appropriated and identified. The source of some of the funds is the U.S. Department of Transportation, Federal Highway Administration.
3.09 Proposed Payment Procedures
The state will make payments based on a negotiated payment schedule. Each billing must consist of an invoice and progress report. No payment will be made until the progress report and invoice has been approved by the Project Director.
3.10 Contract Payment
No payment will be made until the contract is approved by the Commissioner of the Department of Transportation & Public Facilities or the Commissioner's designee. Under no conditions will the state be liable for the payment of any interest charges associated with the cost of the contract.
The state is not responsible for and will not pay local, state, or federal taxes. All costs associated with the contract must be stated in U.S. currency.
3.11 Informal Debriefing
When the contract is completed, an informal debriefing may be performed at the discretion of the project director. If performed, the scope of the debriefing will be limited to the work performed by the contractor.
Page 21 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
3.12 Contract Personnel
Any change of the project team members or subcontractors named in the proposal must be approved, in advance and in writing, by the AMHS Project Director. Personnel changes that are not approved by the state may be grounds for the state to terminate the contract.
3.13 Inspection & Modification - Reimbursement for Unacceptable Deliverables
The contractor is responsible for the completion of all work set out in the contract. All work is subject to inspection, evaluation, and approval by the project director. The state may employ all reasonable means to ensure that the work is progressing and being performed in compliance with the contract. The project director may instruct the contractor to make corrections or modifications if needed in order to accomplish the contract’s intent. The contractor will not unreasonably withhold such changes.
Substantial failure of the contractor to perform the contract may cause the state to terminate the contract. In this event, the state may require the contractor to reimburse monies paid (based on the identified portion of unacceptable work received) and may seek associated damages.
3.14 Termination for Default
If the Project Director determines that the contractor has refused to perform the work or has failed to perform the work with such diligence as to ensure its timely and accurate completion, the state may, by providing written notice to the contractor, terminate the contractor's right to proceed with part or all of the remaining work.
This clause does not restrict the state's termination rights under the contract provisions of Appendix A, attached.
3.15 Not Used
3.16 Data Ownership
Upon request by the State made before or within sixty (60) days after the effective date of termination, the Successful Offeror will make available to the State a complete and secure (i.e. encrypted and appropriately authenticated) download file of all State data in XML format, including all schema and transformation definitions and/or delimited text files with documented, detailed schema definitions and attachments in their native format from the Hosted database. The download will be compatible with Oracle Export Dump of 10g or greater compatibility or equivalent for import to the State of Alaska DOT&PF Oracle data environment.
3.17 Software Source Code Escrow Agreement
The State of Alaska requires a Software Source Code Escrow Agreement with the Contractor for business continuity. This agreement will be negotiated and executed at time of Contract Award. A sample Software Source Code Escrow Agreement is attached. See Attachment #5 Software Escrow Agreement (Example).
Page 22 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
3.18 Contract Changes - Unanticipated Amendments
During the course of this contract, the contractor may be required to perform additional work. That work will be within the general scope of the initial contract. When additional work is required, the project director will provide the contractor a written description of the additional work and request the contractor to submit a firm time schedule for accomplishing the additional work and a firm price for the additional work. Cost and pricing data must be provided to justify the cost of such amendments per AS 36.30.400.
The contractor will not commence additional work until the AMHS Project Director has secured any required state approvals necessary for the amendment and issued a written contract amendment, approved by the Commissioner of the Department of Transportation & Public Facilities or the Commissioner's designee.
3.19 Contract Changes – Anticipated Amendments
Amendments to this contract are anticipated for additional work to be performed. This additional work will increase the total contract dollar amount. That work will be within the general scope of the contract.
For each interface requiring development work, the AMHS Project Director, or designee, will request an Interface Development Cost Estimate (IDCE) from the Contractor. The Contractor will submit the IDCE to the AMHS Project Director, which will consist of the estimated hours for the work multiplied times the contractual hourly IDCE rate. The AMHS Project Director will determine whether or not to proceed with each Interface/Customization Development request, which if approved will require a contract amendment be processed through the DOT&PF Procurement Officer.
Upon the acceptance of the Reservation System implementation, any Interface/Customization Development hourly rate work that AMHS may require and approve work on, will be performed under and during the term of the contract. The hourly rates in effect at that time will apply to any such work. It is anticipated that resolution of some issues may require software or hardware upgrades or modifications, which may require a contract amendment.
While the cost for the Future Kiosks will be included in the Offeror’s Cost Proposal, if AMHS chooses not to order and install them during the Implementation Phase, the cost of these Future Kiosks could increase and require a contract amendment to provide for this increase.
After the warranty expires on any Reservation or Scheduling System equipment purchased under this RFP solicitation, any necessary replacement will take place under and during the term of the Contract. A contract amendment will be required for such replacement.
3.20 Contract Invalidation
If any provision of this contract is found to be invalid, such invalidation will not be construed to invalidate the entire contract.
3.21 Nondisclosure and Confidentiality
Contractor agrees that all confidential information shall be used only for purposes of providing the deliverables and performing the services specified herein and shall not disseminate or allow dissemination of confidential information except as provided for in this section. The contractor shall hold as confidential and will use reasonable care (including both facility physical security and electronic security) to prevent unauthorized access by, storage, disclosure, publication, dissemination to and/or use by third parties of, the confidential information. “Reasonable care” means compliance by the contractor with all applicable federal and state law, including the Social Security Act and HIPAA. The contractor must promptly notify the state in writing if it becomes aware of any
Page 23 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation storage, disclosure, loss, unauthorized access to or use of the confidential information.
Confidential information, as used herein, means any data, files, software, information or materials (whether prepared by the state or its agents or advisors) in oral, electronic, tangible or intangible form and however stored, compiled or memorialized that is classified confidential as defined by State of Alaska classification and categorization guidelines provided by the state to the contractor or a contractor agent or otherwise made available to the contractor or a contractor agent in connection with this contract, or acquired, obtained or learned by the contractor or a contractor agent in the performance of this contract. Examples of confidential information include, but are not limited to: technology infrastructure, architecture, financial data, trade secrets, equipment specifications, user lists, passwords, research data, and technology data (infrastructure, architecture, operating systems, security tools, IP addresses, etc).
Additional information that the contractor shall hold as confidential during the performance of services under this contract include:
All AMHS customer financial transaction data.
If confidential information is requested to be disclosed by the contractor pursuant to a request received by a third party and such disclosure of the confidential information is required under applicable state or federal law, regulation, governmental or regulatory authority, the contractor may disclose the confidential information after providing the state with written notice of the requested disclosure ( to the extent such notice to the state is permitted by applicable law) and giving the state opportunity to review the request. If the contractor receives no objection from the state, it may release the confidential information within 30 days. Notice of the requested disclosure of confidential information by the contractor must be provided to the state within a reasonable time after the contractor’s receipt of notice of the requested disclosure and, upon request of the state, shall seek to obtain legal protection from the release of the confidential information.
The following information shall not be considered confidential information: information previously known to be public information when received from the other party; information freely available to the general public; information which now is or hereafter becomes publicly known by other than a breach of confidentiality hereof; or information which is disclosed by a party pursuant to subpoena or other legal process and which as a result becomes lawfully obtainable by the general public.
Page 24 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
4. SECTION FOUR BACKGROUND INFORMATION
4.01 Background Information
The State of Alaska (SOA), Department of Transportation & Public Facilities (DOT&PF) operates the Alaska Marine Highway System (AMHS). AMHS is part of the State highway infrastructure, transporting people and vehicles via Marine Vessels. The Alaska Marine Highway System provides year round passenger and vehicle travel to thirty-five (35) locations along the Alaska Marine Highway with eleven (11) vessels in the fleet. The route crosses the Gulf of Alaska and continues along the 1,000 mile stretch of the Aleutian Chain to the Bering Sea. The routes of the vessels may be found at http://www.dot.state.ak.us/amhs/routes.shtml.
Information regarding the vessels and the operation schedule is available at the AMHS web site at the following link http://www.FerryAlaska.com. While the routes remain unchanged, the vessels may move from route to route due to maintenance, seasonal scheduling, special events requiring additional capacity, etc. Passengers and interested parties can track vessel movement in real time via a custom web service "Real Time Tracking Map" available through the AMHS website.
AMHS provides service for two distinct groups of travelers, local Alaskan residents and tourists.
Alaskan residents rely on the ferry system to provide transportation to other villages, communities, regional centers and to the continental road system for access to medical services, food, supplies and participation in community events.
Summer tourists have discovered that the AMHS is a relaxed alternative to conventional cruising with options such as traveling with a vehicle and easy port stops along the way. The majority of summer travelers use AMHS to make connections between roadways in southern ports in Prince Rupert, BC and Bellingham, WA to the land based road systems in the north Lynn Canal, or Whittier in Prince William Sound. Each of the regions within the AMHS is diverse. The AMHS vessels also transport trucks and trailers containing freight and food for Southeast and Aleutian Island residents and businesses.
Routes: Southeast, South-central & Southwest
The Southeast AMHS route system is divided in two subsystems; the mainline routes and the feeder routes. The mainline routes provide service between Bellingham, WA or Prince Rupert, BC and Skagway, AK with stops in Ketchikan, Wrangell, Petersburg, Sitka, Juneau and Haines. The mainline routes carry a high percentage of tourists in the summer. The four (4) largest AMHS vessels are used on the Southeast mainline routes.
The feeder routes connect the smaller communities of Southeast Alaska. These include Angoon, Hoonah, Kake, Pelican, Metlakatla and Tenakee Springs. These, small road-less communities are connected via AMHS with each other and the main regional centers. The feeder routes serve primarily local residents.
The South-central route includes the cross-gulf sailing from Juneau to Yakutat with continuing service to Whittier. This sailing essentially connects the northern and southern parts of the system and is used by both locals and tourists during the summer months. South-central also includes routes in Prince William Sound, providing services on a year-round basis and accommodating a high percentage of tourists throughout the summer.
The Southwest system serves the Kenai Peninsula, Kodiak Island and the Aleutian Island chain. While Kenai and Kodiak Island also draw summer traffic from the tourist trade, the Aleutian chain route travelers are primarily local residents. AMHS provides regular service to the island chain from Kodiak to Unalaska
Page 25 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
during the summer months, however service is not offered to the Aleutian Islands during the winter months due to extreme weather conditions.
Vessel Configurations
All vessels have only one vehicle deck. The passengers are on the decks above the vehicle deck. AMHS vessels are a roll-on and roll-off type of system. Only one small vessel has the vehicles and passengers on the same deck. See vessel profiles and pictures at the following link: http://www.dot.state.ak.us/amhs/vessel_profiles.shtml.
Only six of the vessels have staterooms. Staterooms are controlled by the itinerary of each passenger. The vessel staterooms are not normally shared with other travelers, but has done it in the past. If any Offerors can provide this option please state it in your proposal.
Tariff Study
AMHS is in the process of reviewing its current tariff schedule with an independent 3rd party contractor so as to evaluate tariff fairness, consistency and effectiveness. This study will be finalized in April of 2014 and has the potential to introduce new tariff schedules as early as the October 2014 release of the Summer 2015 schedule (May – September of 2015).
4.02 AMHS Organization
AMHS operates as a division within the Department of Transportation and Public Facilities. The administrative headquarters building for AMHS is located in Ketchikan, Alaska, while the central Reservations Call Center is located in Juneau, Alaska.
AMHS Ports of Call
The following list shows which AMHS Ports of Call are staffed and which are not.
Staffed Staffed SE Ports of Call SW Ports of Call Terminal Terminal Angoon, AK No Akutan, AK No Bellingham, WA Yes Chenega Bay, AK No Gustavus, AK No Chignik, AK No Haines, AK Yes Cold Bay, AK No Hoonah, AK No Cordova, AK Yes Juneau, AK Yes False Pass, AK No Kake, AK No Homer, AK Yes Ketchikan, AK Yes King Cove, AK No Metlakatla, AK No Kodiak, AK Yes Pelican, AK No Port Lions, AK No Petersburg, AK Yes Sand Point, AK No Prince Rupert, BC Canada Yes Seldovia, AK No Sitka, AK Yes Tatitlek, AK No Skagway, AK Yes Unalaska/Dutch Harbor, AK No Tenakee Springs, AK No Valdez, AK Yes Wrangell, AK Yes Whittier, AK Yes Yakutat, AK No
Page 26 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
4.03 Information Technology Environment
Infrastructure
All of the shore side offices have access to the SOA WAN for IP services. The shipboard operations use PC’s for office automation tasks and have access to on-board servers for Windows file sharing and UNIX supported Oracle database and Apache/Sun web servers. WAN connection is available to the vessels VSAT satellite equipment. The VSAT installation and connectivity for these ten (10) vessels has been completed. One (1) additional vessel (Fairweather) will receive VSAT equipment installations during annual upgrade and maintenance projects in 2014.
Shipboard LAN users are able to communicate with LAN users on other vessels and at the shore side offices. VSAT connectivity introduces 800ms additional latency when compared to most terrestrial services. This will require tuning for application delivery via Citrix, and may require tuning for web apps. Additionally, AMHS is in the process of standing up Active Directory Services on all vessels to support individual user authentication/authorizations services.
Credit card processing for AMHS is managed through two separate channels. Online Access Reservation System (OARS) ‘Internet’ credit card transactions and the Reservation Management System are processed through a web service to a VirtualMerchant gateway service at US Bank/Elavon. Transactions from the current vessel point- of-sales systems (POS) are routed through a server hosting Intrix’s Transcend payment processing software.
AMHS Computer Services Group has a staff of six (6). PC’s and LAN hardware/software are supported by four (4) Microcomputer/Network specialists located in the Ketchikan headquarters. Support for the database applications is provided by two (2) Analyst/Programmers, one of which is located with the reservations call center in Juneau and the other located at AMHS Headquarters in Ketchikan. DOT&PF’s Information Systems Group manages the data center for web and Oracle database servers in Juneau. Department of Administration Enterprise Technology Services manages the SOA WAN and routers end-to-end.
An Oracle database supports a Vessel Maintenance Management system. AMHS has replaced its cash register system onboard the vessels with a POS and Inventory Management System. A vessel crew scheduling system is in the beta test stage. It includes modules for schedule development which may be linked to the reservations system.
AMHS Current Reservation Management System
AMHS implemented RMS3 in 1998. It was a replacement for RMS2, a mainframe based system that was used to automate reservations since 1985. The first season booked with RMS3 was winter 1998. The RMS3 database operates at the Juneau DOT/PF Data Center on Sun Server hardware running the Solaris operating system. Access from Alaska, Washington and British Columbia is provided by the SOA WAN. Network speeds to the remote offices vary from 512k leased lines to full T1. RMS3 is not currently available on the vessels.
All of the equipment used to access RMS3 has been upgraded since deployment in 1998. The PC’s at the terminals are recent model Dell computers, running Windows 7. Both letter and ticket stock printing is done on HP 4250tn (new standard) or HP4015tn laser printers.
The current system provides schedule searching, availability display, itinerary development, customer record creation, transaction management, form letters and ticketing for the reservation agent. Terminal agents accept paper tickets (barcode scanning), record actual sailing times and produce manifests besides managing traveler itineraries. System managers can modify schedules, tariffs, fare adjustments, user rights, vessel cabin configurations, ports of call and sailing capacities. Selected staff can manage requests for schedules and service requests from the website. Special modules are available for the finance section staff to manage billable customer accounts, NSF transactions and after-the-fact refunds. Several kinds of passes (employee, handicap, etc) are managed by the system. Operation’s staff has access to a number of reports or data extracts for traffic volume and revenue.
Page 27 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
The current public internet system (OARS) allows for schedule searching and creation of itineraries, including immediate and delayed payment, but no modification of existing reservations. Customers can look up their itineraries on line, whether made through OARS or with an agent (RMS3). Payments are accepted from the public, via major credit card, or a select group of billable travel agents may charge via Exchange Order.
RMS3 was implemented as a new system in a new environment (microcomputer based Oracle server with internet protocol WAN connections to Windows PC clients replacing SNA green-screen terminals to IBM mainframe based COBOL / Adabas software). Considerable effort was put into the database design with input from the programmer who had maintained the RMS2 system for 12+ years. The Oracle Forms and Report was considered a stable versatile development environment for the contracted developers and to be picked up by AMHS programmers. The system has survived database hardware and software upgrades (from Oracle 7.3 to Oracle 10.0.2) as well as workstation upgrades from Windows NT on Pentium 2 to Windows XP on P5 systems.
The State of Alaska provides a profile management database, myAlaska which is used by Alaska residents, State of Alaska agencies and employees and non-Alaska residents. Residents can file for state programs such as the Permanent Fund Dividend and non-residents can register to find out about state benefits, programs and educational opportunities. See myAlaska at the following link: https://myalaska.state.ak.us/home/app . (See Attachment #4 - myAlaska Architecture.)
Schedule Development System
Vessel sailing schedule development and optimization is managed through a combination of software applications and institutional knowledge. An in-house developed schedule building application using FoxPro for Windows v2.6 is in use. MSDOS FoxPro v2.6 is used to provide an export report of the vessel schedule for import into RMS3. The application was developed in the early 1990's, replacing a manual, paper scheduling system.
The application has undergone numerous upgrades to both the core software functionality and development environment. The process is largely a manual input of desired routes and ports of calls for each vessel. Vessel operating parameters (cruising speed, operation restrictions, mooring requirements, etc.) and port of call information is managed in the system. Forecasted tide, currents and hazard to navigation information is imported and used to identify conflicts in proposed sailing dates, sailing times and port of call docking space between vessels and the planned routes.
The approved schedule is exported to a flat file and then imported to the RMS3 schedule manager. RMS3 checks once again for schedule and route conflicts and alerts the System Administrator of issues needing resolution.
A replacement schedule development tool is being developed in house. The new application will provide the same functionality as the current application. The new schedule development tool is being built using Java EE 6 standard technologies including Java Server Faces and the Java Persistence API. The application will use a direct database connection to import developed schedules to the reservations database.
State Accounting System
The current state accounting system, AKSAS, is a state owned mainframe system. Over the next two and one- half (2½) years it will be replaced by a new system, through the Integrated Resource Information System (IRIS). Work is already underway with CGI Technologies & Solutions Inc. to implement the new system. See the following website for specifics: http://doa.alaska.gov/dof/iris/index.html.
Page 28 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
5. SECTION FIVE SCOPE OF WORK 5.01 Scope of Work
The Department of Transportation and Public Facilities, Alaska Marine Highway System is soliciting proposals from qualified vendors for a single centrally managed and supported Passenger, Berth and Vehicle Reservations solution with customer relation management (CRM) and passenger self-service capabilities that will replace their existing custom developed reservation (RMS3) and eCommerce web reservation (OARS) passenger self-service system. Because this new system will support a variety of operating departments, the core system must be customizable to meet the needs of each functional work group at each AMHS locations identified below.
If the solution being offered will provide for the capability to enhance revenue for AMHS, such reservations/links or other such services must be explained as Added Capabilities. If there is an additional cost for any of these Added Capabilities, that added cost must be shown separately.
The following AMHS vessels and locations will be included in this Reservation and Passenger Self-Service System Acquisition and Implementation (R/PSSS) project:
R/PSSS PARTICIPATING AMHS VESSELS M/V Aurora FVF Fairweather M/V Malaspina M/V Tustumena FVF Chenega M/V Kennicott M/V Matanuska M/V Lituya M/V Columbia M/V LeConte M/V Taku R/PSSS PARTICIPATING LOCATIONS eCommerce Test and Central All Passenger / Travel Customer Self- website Training Lab Reservations Vessel Agent/GSA Service Devices (OARS) (Ketchikan) Office1 Terminals2,3 Offices
NOTE #1: Located in Juneau, AK Note #2: See Attachment #6 AMHS Ferry Terminals Map Note #3: See Section 5.02.6 Hardware and Software Procurement / Installation
5.02 Deliverables >> Please read carefully and provide the information requested in your proposal. <<
The successful offeror will provide the following Deliverables at the direction of the AMHS Project Director or designee:
System Management, Procurement, Installation & Implementation
5.02.1 Project Management
1. WBS Project planning will begin with a high-level Work Breakdown Structure (WBS) that must be provided in the proposal.
The WBS included in the proposal must include high level deliverables plus the high level tasks associated
Page 29 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
with each deliverable. Each deliverable and task must include resource types (e.g., Business Analyst), anticipated start and end dates, duration and predecessors.
For the purpose of planning, assume that the project will begin on time in accordance with the timeline provided in the "Contract Term and Work Schedule" and "Proposed Development and Implementation Schedule" sections. In addition, it is important that the WBS describe the Offeror’s dependencies on AMHS and its contract Project Coordinator to provide personnel and equipment to meet the proposed schedule.
Assumptions, constraints, risks, and approach must also be incorporated into the WBS provided in the proposal. Note: It is requested that the WBS be provided as an MS Project file.
Once the Successful Offeror is under contract, the WBS must be updated to provide a finer level of detail (tasks and work packets with a maximum duration of eighty (80) hours) and to include any modifications agreed to during contract negotiations. The updated WBS must be accepted and approved by the AMHS Project Director. Modifications cannot go beyond the Scope of Work and Deliverables as delineated in this RFP and as submitted by the Successful Offeror in their Technical Proposal and Cost Proposal, unless approved in a contract amendment. The updated WBS must include tasks, effort (in hours) duration (start date, end date), predecessors, dependencies, resources and chart of accounts reference.
2. Hardware & Software Environment Specifications Offerors must provide Hardware & Software Environment Specifications that describes the technical configuration that will be necessary to implement the System at AMHS and a materials list for all necessary hardware and software.
3. System Architecture Offerors must provide a diagram of the proposed system architecture. The diagram should show the framework and relationship of the physical system components, communication flow and dependencies. Components should include workstations, customer self-service devices, mobile computing devices, servers, switches and routers which would reside inside the AMHS environment and the relationship to the host (hosted system).
4. Change Control Management/Communication Plan Offerors must provide a Change Control Management/Communication Plan. The plan will outline the formal process used to ensure that changes to the system are introduced in a controlled and coordinated manner. Control procedures will include minimal disruption to services, reduction in back-out activities, cost- effective utilization of resources involved in implementing change and the communication plan to ensure all stakeholders are engaged in the change process.
5. Project Organization Chart Offerors must provide a Project Organization Chart (see Section 6.07 Experience and Qualifications). The chart will include individual roles and responsibilities, contact information and the person’s supervisor(s) by function (with contact information) for team members from their organization, subcontractors and support personnel expected to support the project.
6. Final Implementation Plan The Final Implementation Plan must fully describe the dependencies on AMHS. Examples include defining the need for AMHS resources, computing environment, training, data migration, and user acceptance testing.
7. Biweekly Status Reports The Successful Offeror Project Manager shall submit, to the Reservation System Contract Project Coordinator and the AMHS Project Director, a Biweekly Status Report comparing work accomplished to the approved WBS. These reports must also contain a summary of activities for the current and upcoming reporting periods and any issues jeopardizing the project schedule.
Page 30 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
5.02.1. Deliverables: 1. Final Work Breakdown Structure (including assumptions, constraints and risk documents) 2. Hardware & Software Environment Specification 3. System Architecture 4. Change Control Management/Communication Plan 5. Project Organization Chart 6. Final Implementation Plan 7. Biweekly Status Reports
5.02.2 Software Customization
The Successful Offeror will coordinate the requirements documentation, use case development and customization of the selected software, including testing, training and installation in the test environments at AMHS. Establish credentials for fifty (50) concurrent users and a sufficient number of online and administrative users to meet anticipated testing demand.
It is anticipated that an Agile development methodology will be employed and iterative development and release cycles will be used during any software customization phase. Test scripts should include comprehensive regression testing methods for each iteration.
Two types of customization are anticipated. Changes, modifications and enhancements to the core application functionality to meet the business needs unique to the Alaska Marine Highway System (functional). User interface customization for look, feel and work flow (non-functional).
5.02.2. Deliverables: 1. Requirement and Use Case development and documentation 2. Test scripts 3. Test System deployed on the development, test and training environments at AMHS 4. Hardware and peripheral procurement (as necessary for development and testing) 5. Core software in test and production environments 6. Migration procedures for application code from development to test, training, and production environments or from test to training and production environments 7. Migration procedures for data from production to training, test, and development
5.02.3 System Configuration/Localization/Features Development
A Final Functional Specification document for the base system will be written to fully describe how the Reservation Management System will be configured to satisfy all functional and technical requirements detailed in the Requirements section of this document and further defined in section 5.04.
A Functional Specification document will also be written for each development providing new or modified features.
Once the Final Functional Specification is approved by AMHS, the Successful Offeror will provide a copy of the Technical Design Specification in both written and electronic form. This document will define the system in technical terms and include documentation of the system environment.
Once the Technical Design Specification is approved by AMHS, the System will be configured by the Successful Offeror for AMHS acceptance.
5.02.3. Deliverables: 1. Final Functional Specifications 2. Functional Specifications for each new or modified feature 3. Fully tested new or modified features 4. Technical Design Specifications 5. The System configured to meet AMHS requirements
Page 31 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
5.02.4 Interface Development
Interfaces required for the System, as described in the 5.04 System Requirements specifications section of this RFP, must be fully tested and operational before deployment of the system into production.
Easily understood error messages must be issued if interface execution fails and a report must be produced describing the content of imported and exported data as outlined in the requirements. Logging and archiving must also be accomplished as outlined in the 5.04 System Requirements specification section of this RFP. Online logs may form the basis for satisfying this requirement if it can be consolidated into an attractive printable form. The Successful Offeror should plan to develop all the required interfaces, however some of the interface work may be performed by AMHS employees, with guidance and consultation provided by the Successful Offeror. The AMHS Project Director will determine who will perform the interface work. Offerors must specify an Interface Development hourly rate in their Cost Proposal for any Interface Development work. This hourly rate will also apply to any interface development work that may take place during the term of any Support and Maintenance contract. Our best guess is, that it is not anticipated that the total hours required for interface work will exceed 500. (Some future development: provide cost per hour rate in Cost Proposal [Section 6.09] for integration work not specified in Section 5.04.3.3 User Interfaces below).
The Successful Offeror will submit an Interface Development Cost Estimate to AMHS for each interface that AMHS so requests work to be performed on. AMHS will provide the Successful Offeror with the necessary information about each interface that they would like to have work performed on. The Interface Development Cost Estimate will show the number of hours required to perform that work, times the hourly rate submitted by the Successful Offeror in the Amended Cost Proposal. The AMHS Project Director will determine whether or not to proceed with the work of each Interface Development Cost Estimate submitted by the Successful Offeror. If the AMHS Project Director chooses to proceed with the work of any Interface Cost Estimate, a contract amendment will be required to be processed through the DOT&PF Procurement Officer.
5.02.4. Deliverables: 1. Fully tested, functional inbound and outbound interfaces 2. Interface documentation, including reconciliation and recovery procedures
5.02.5 Testing
Upon successful installation by the Successful Offeror, AMHS will test the System, based on guidance from the Successful Offeror. This guidance should clearly define the testing strategy and responsibilities. For example, the sequence for unit testing and the dependence between different units must be described. Test Scripts must be developed and supplied by the Successful Offeror to aid in testing. Electronic Test Plans, Cases and Scripts are acceptable. The Successful Offeror must be available for consultation and/or assistance during testing until the Project Director has signed the Letter of Acceptance. The Successful Offeror will make as many consultants, Quality Assurance Analyst and Developers available throughout the testing as are necessary to complete the task. Participation via virtual session is acceptable, but the Successful Offeror must be available on site if directed by the AMHS Project Director. 5.02.5. Deliverables: 1. Test Plan 2. Test Cases 3. Test Scripts
5.02.6 Hardware and Software Procurement/Installation (System)
Coordinate the installation of the selected software, with customization, and acquisition and installation of hardware, including customer self-service and agent mobile computing devices, in the production environments at AMHS and establish credentials for the remaining concurrent users to meet anticipated demand. All of the Hardware listed below must be provided by the Successful Offeror and must be listed and priced out in their Cost Proposal. If any issues arise that require software or hardware upgrades or modifications to implement the
Page 32 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation project, they will be handled on a contract amendment, which will not exceed $250,000. (See 5.03.2 - 5.03.4 Phases 2 - 4 & 5.04.4 Hardware & Peripherals Specifications)
At this point, the system will be configured for AMHS requirements with all the enhancements, modification, optimization and customization necessary to meet the business requirements and branding specific to AMHS operational needs. If a Subcontractor will provide any of the required Hardware identified below, Offeror shall identify subcontractor(s).
5.02.6. Deliverables: 1. Contractor Hardware and peripheral procurement. 2. Operational System in the production environments at AMHS. 3. Migration procedures for application code to production environments. 4. Migration procedures for data to production environments. 5. Installation of hardware and software. 6. Testing of system at each location (including eCommerce website and Travel Agent/Global Sales Agent [GSA] software). 7. Beta testing of seven (7) customer self-service kiosks and all agent mobile system interface devices.
AMHS Hardware Required Vessels Terminals TOTAL # Subcontractor(s) / by Type & Location Quantity Quantity of UNITS Provider Required Required REQUIRED Mobile System Interface Device - HP Slate 500, or equivalent 0 22 22 Printers 13 46 59 Scanners 13 35 48 Payment Card Readers 13 45 58 Electronic Signature Capture Device 13 35 48 This form must be returned with the Subcontractor information provided, if not provided by Offeror.
AVERAGE WEATHER AT EXTERIOR KIOSK LOCATIONS Port City JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC Ketchikan, AK > Mean Temperature (F) 40° 41° 44° 50° 56° 61° 64° 64° 59° 51° 43° 40° > Lowest Record Temp. (F) -1 > Average Precipitation (In.) 15.40" 10.88" 10.89" 9.38" 8.20" 6.60" 6.57" 9.81" 13.79" 19.22" 16.63" 14.23" Prince Rupert, BC, Canada > Mean Temperature (F) 33° 36° 39° 42° 47° 52° 55° 56° 52° 46° 39° 35° > Lowest Record Temp. (F) 29° > Average Precipitation (In.) 9.9" 8.5" 7.4" 7.1" 5.6" 4.7" 4.4" 6.4" 9.6" 15" 11" 11" Skagway, AK > Mean Temperature (F) 24° 28° 35° 44° 52° 59° 60° 58° 52° 43° 30° 28° > Lowest Record Temp. (F) -15 > Average Precipitation (In.) 12.9" 36.1" 15.2" 2.6" 0 4.6" 2.4" 5.8" 7.1" 31.1" 32.8" 38.2" Whittier, AK > Mean Temperature (F) 20.3° 20.5° 27.5° 34.9° 44.9° 52.2° 55.9° 53.8° 46.2° 34.6° 22.9° 22.4° > Lowest Record Temp. (F) 17° > Average Precipitation (In.) 18.98" 13.86" 13.35" 14.29" 12.91" 9.65" 9.17" 13.74" 21.89" 20" 16.5" 20.94"
Page 33 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
>>BETA TEST KIOSK REQUIREMENTS<< AMHS Passenger Self-Service Kiosks Required by Location & Type Subcontractor / Port City Location Quantity Hardware Type Provider
Haines, AK Terminal Foyer 1 F.S. Kiosk - Interior Juneau, AK Terminal Lobby 2 F.S. Kiosk - Interior Terminal Ketchikan, AK 2 F. S. Kiosk - Exterior Entrance Ward Cove, AK HQ Test Lab 2 Counter Top - Interior (Ketchikan) TOTAL NUMBER OF UNITS 7
*NOTE: F.S = Free Standing unit with fully enclosed/secure cabinet. Hardware in exterior locations must meet NEMA4 or higher certification and be able to function in temperature above -100F for outdoor installations and include enclosures to secure hardware and cabinet during non-operational hours. NEMA: : http://www.nema.org/prod/be/enclosures/upload/NEMA Enclosure Types.pdf
This form must be returned with the Subcontractor information provided, if not provided by Offeror.
FUTURE KIOSK REQUIREMENTS: Under the subsequent contract for this RFP, the following equipment may be required at the locations shown below at a future date to be determined by the AMHS Project Director. AMHS Passenger Self-Service Kiosks Required by Location & Type Subcontractor / Port City Location Quantity Hardware Type Provider
Bellingham, WA Terminal Lobby 1 *F.S. Kiosk - Interior Cordova, AK Terminal Lobby 1 F.S. Kiosk - Interior Prince Rupert, BC, Terminal 1 F. S. Kiosk - Exterior Canada Entrance Skagway, AK Terminal Lobby 1 F. S. Kiosk - Exterior Whittier, AK Terminal Lobby 1 F. S. Kiosk - Exterior TOTAL NUMBER OF UNITS 5
*NOTE: F.S = Free Standing unit with fully enclosed/secure cabinet. Hardware in exterior locations must meet NEMA4 or higher certification and be able to function in temperature above -100F for outdoor installations and include enclosures to secure hardware and cabinet during non-operational hours. NEMA: : http://www.nema.org/prod/be/enclosures/upload/NEMA Enclosure Types.pdf
COST NOTE: The cost for these "Future Kiosks" shall be included in the Cost Proposal Implementation Costs. If they are not ordered during the Implementation Phase, the State recognizes that their cost may increase. This form must be returned with the Subcontractor information provided, if not provided by Offeror. Excel versions of these spreadsheets are available from the Procurement Officer upon request.
Page 34 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
5.02.7 Report Design and Development
The Successful Offeror will work with AMHS to identify and design the reports required to support the System management process and will write a Report Design Specification for review and approval by the AMHS Project Director. The Report Design Specification must be delivered in both a hard copy and electronic format to the Reservation System Contract Project Coordinator and AMHS Project Director.
5.02.7. Deliverables: 1. Report Design Specifications for all reporting to support the System management 2. Reports integrated into the AMHS reporting system
5.02.8 Training
Preliminary training for a core group of users must be provided after the initial software installation and before AMHS is asked to support development of the Final Functional Specifications. The successful Offeror should plan to train twenty (20) users, ten (10) in Ketchikan and ten (10) in Juneau in the Preliminary training effort. These users will be used for configuration and testing. If available, Web-based and/or computer-based training is acceptable. If Web based and/or computer-based training is not available, the vendor must include costs for onsite, instructor-led preliminary training. A classroom and audio/visual equipment will be provided for each training session. The Successful Offeror must plan on providing all other materials and supplies.
Later in the project, prior to cut-over, the Successful Offeror must provide additional types of training: System Administrator training sessions o One (1) session for eight (8) learners in Ketchikan, Alaska "Train-the-Trainer" training sessions (for expert users to become ongoing trainers) o One (1) session in Ketchikan, Alaska o Two (2) sessions in Juneau, Alaska o Approximately forty (40) total Train the Trainer learners for all three sessions
These training sessions must be customized to AMHS business processes. In addition, the printed manuals used during these training sessions must be customized for AMHS (e.g., include AMHS screenshots, workflows, etc) and a printable electronic version of the materials must be provided. All training materials shall be in English. 5.02.8. Deliverables: 1. Training material 2. Training sessions A. Preliminary Training B. System Administrator Training C. “Train-the-Trainer” Sessions 3. Online Training (Optional – see 5.04.3.14.2)
5.02.9 Cut-over
The Successful Offeror will facilitate the conversion of data from the old to the new system. Data conversion may be accomplished via manual and/or electronic processes, may require parallel processing between the old and new system, and may involve multiple "go live" dates delineated by application functions and/or user groups.
To assist end users and technical staff as needed, the Successful Offeror must provide a staff member on-site during and for up to one week after significant cut-over to production milestones. The Successful Offeror should plan for the on-site location to be in Ketchikan or Juneau, Alaska.
The Offeror’s proposal must answer/address the following question:
Page 35 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
- Based upon your experience, what are the typical hurdles that AMHS should expect to encounter during the implementation/cut-over that we are not anticipating?
5.02.9. Deliverables: 1. Support for data conversion 2. "Go live" schedule delineated by application functions and/or user groups 3. System functioning in production mode 4. On-site technical and end-user support during and for up to one (1) week following cut-over
5.02.10 Post Implementation
It is anticipated after the system is in production, that issues may arise that will need to be addressed by the Successful Offeror. The Successful Offeror must resolve issues either under the warranty or, after the warranty has expired, under the system maintenance program. It is anticipated that resolution of some issues may require software or hardware upgrades.
User documentation must be completed to include the most up-to-date functionality, including customizations. System documentation must be written that includes all information that AMHS Information Services requires to maintain the system. Once the system documentation is complete, the system will be ready for final acceptance.
The Successful Offeror shall assist AMHS with the development of a Business Continuity and Disaster Recovery Plan to assure the System remains operational despite disruptions. (See Requirement 5.04.3.6 Information Integrity Requirements (including backup & recovery).
The plan must include procedures for restoring full functionality and data in the event of a disruption. Disruptions can be caused by hardware failure, software failure, communications failures, incompatibilities, viruses, human error, theft, etc. This plan must also provide procedures designed to mitigate the risk of such disruptions. Further, the plan must address the immediate notification of the AMHS Project Director and/or other AMHS directed personnel regarding any disruptions or theft (see Section 3.19 Nondisclosure and Confidentiality).
5.02.10. Deliverables: 1. System Documentation 2. User Documentation 3. Business Continuity and Disaster Recovery Plan 4. Final Acceptance Form
5.02.11 Hosting, Support and Maintenance
Following AMHS acceptance of the system, the Successful Offeror shall provide hosting, ongoing support and maintenance (24 X 7, 365 days a year) for their product. The Successful Offeror will host, maintain and support all necessary hardware and software required for the system. The Successful Offeror must provide with their proposal, a Hosting, Support and Maintenance Plan specifying areas of responsibility and procedures for reporting system faults, fault resolution, submitting requests for program feature information, improvement and support. The Plan will clearly identify the support escalation process and the responsibilities of AMHS Support Staff as delineated from the Successful Offeror support process.
The length of the Hosting, Support and Maintenance term of the contract will be for five (5) years from the point of AMHS Reservations System acceptance by the AMHS Project Director and approval of a contract amendment by the Procurement Officer, with five (5) optional one (1) year renewal periods, to begin immediately after any warranty period has expired. Offerors must also provide a sample copy of a proposed Service Level Agreement AND Terms and Conditions with their proposal. (See RFP Sections 1.12 Right of Rejection, 2.05
Page 36 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
Supplemental Terms and Conditions and Attachment #3 Separate From RFP – Standard Agreement Form – Example.)
The Offeror’s proposal must answer/address the following questions: Once the system is in production, what is the turnaround time for getting “bugs” fixed (as they are resolved, or on a scheduled basis)? What is your criteria for determining the priority of bug fixes? What was the last enhancement/upgrade to your system and when did it occur? What planned enhancements/upgrades are currently being addresses or have been requested?
5.02.11 Deliverables: 1. Hosting, Support and Maintenance Plan. 2. Service Level Agreement, as outlined in the Hosting, Support and Maintenance Plan, delineating roles and responsibilities of AMHS and the Successful Offeror. 3. Phone numbers and emergency response contact information for critical outages and/or errors, as well as for support inquiries 4. Procedures for reporting critical incidents and/or application faults and for submitting support requests or self-service queries 5. Procedures and available schedules for system upgrades (software and hardware)
5.02.12 Escrow Agreement
See Section 3.17 Software Source Code Escrow Agreement and Attachment #5. Offerors must provide a copy with their proposal of the Third Party Source Code Escrow Agreement that they plan to use for this contract. Any such Third Party Source Code Escrow Agreement shall include, at a minimum, besides what is included in Attachment #5, the following: -A definition of Deposit Materials to be placed into the Source Code Escrow, -A written description of what those Deposit Materials are, -A reference to U.S. Bankruptcy Code 11 U.S.C. 365(n), -A Permitted Use License, -Provide for the testing/verification by the Escrow Agent of the initial and any and all source code releases, to ensure that they are virus free, are as current as the software licensed to the licensee and will be accessible if a release event occurs, -Provide for notification upon release of any and all updates made to the escrow account, -Format for issuance of the software/source code and all releases, -Release conditions, -Release procedures, and -A termination clause.
Offerors shall include the total costs for all Third Party Software Source Code Escrow Agreement(s), that may be required, in their Cost Proposal. All costs for the first year that each Third Party Software Source Code Escrow Agreement shall be in effect, must be detailed separately from the Cost Proposal spreadsheet, but included with it. Offerors shall include all contact information for the Escrow Agent that will be used for this contract. The Escrow Agent must have an office located within the United States.
Page 37 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
5.03 Plan Phases (proposed) The Successful Offeror will establish phases agreed upon by the AMHS Project Director which will be incorporated into the Project Plan and Work Breakdown Structure (WBS).
5.03.1 Phase 1 - (Plan Development) 5.03.1.1. Project Plan 5.03.1.2. Project Schedule 5.03.1.3. Work Breakdown Structure 5.03.1.4. Detailed System Architecture Document 5.03.1.5. Risk Assessment 5.03.1.6. Risk Management Plan 5.03.1.7. Time Management Plan 5.03.1.8. Change Control Management/Communication Plan 5.03.1.9. Proposed Team Organizational Chart 5.03.1.10. Implementation Plan - Technical 5.03.1.11. Functional, Support and Training Documentation
5.03.2. Phase 2 - (Software Customization and Testing) 5.03.2.1. Requirement Documentation and Use Case Development 5.03.2.2. Software Customization 5.03.2.3 Essential Systems Integration 5.03.2.3.1. Payment Processing Software 5.03.2.3.2. SOA Active Directory Services 5.03.2.4. Training 5.03.2.5. Testing 5.03.2.6. User Acceptance
5.03.3 Phase 3 - (Remaining Systems Integration) 5.03.3.1 Data Migration 5.03.3.2 Accounting System 5.03.3.3 Data Warehouse and Reporting System 5.03.3.4 Customer Profile Management System 5.03.3.5 Report Development 5.03.3.6 Training 5.03.3.7 Testing
5.03.4 Phase 4 (Hardware Acquisition and Implementation) 5.03.4.1 Work Location Preparation 5.03.4.2 Hardware Acquisition 5.03.4.3 Hardware Installation 5.03.4.4 Implementation 5.03.4.5 Training 5.03.4.6 Testing
5.03.5 Phase 5 (Go Live) 5.03.5.1 Final Implementation 5.03.5.2 Training 5.03.5.3 Testing 5.03.5.4 System Monitoring, Refinement, Support 5.03.5.5 Final User Acceptance
Page 38 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
5.04 System Requirements
5.04.1. Introduction
PLEASE READ FIRST BEFORE PROCEEDING
It is strongly suggested that an Offeror review Attachment #7 - High Level Requirements Checklist to determine if your solution provides the high level functionality requested before reading the System Requirements. Some functionality not found in global or generic reservation management systems are minimum requirements and it is anticipated will require custom development to meet AMHS needs.
The requirements outlined in this section include the intended objectives of the Alaska Marine Highway System (AMHS) Reservations and Passenger Self-Services (RS/PSS) System (the System), the technical requirements, as well as functional requirements.
5.04.2. Objectives
5.04.2.1. Ease of Use The System shall provide an easy to use graphical user interface that is intuitive. Icons should be multimodal; i.e. icons shall give a graphical representation of the action that they perform. If the pointing device is positioned over an icon, a tag should appear displaying the function performed. Basic functions should be able to be completed in a minimum number of steps. Navigation for all user interfaces should be able to be accomplished through the use of touch screen display, a mouse/pointing device or hot key navigation. All user interfaces (Reservation Agent, Customer Self-Service - Web and Kiosk), should be similar in design, layout and functionality to allow Reservations agents to provide help desk assistant to web and kiosk customer users. Displays and user interfaces shall be configurable for maximum efficiency.
5.04.2.2 Adaptability The System should be adaptable enough to easily allow for modifications or upgrades as changing business requirements dictate. Modularity of design and easy configuration by roles having administrative authority are essential features for the Successful Offeror.
5.04.2.3 Scalability The System should be able to expand to meet future business needs. This scalability should include increasing the number of: ports, vessels, domains, transactions per day, connected work locations, And, adding fields to the database, interfacing with additional systems, integration of new peripherals and technology, running ad hoc queries and reports, be scalable to accommodate unrestricted growth in the number of customers (prospectively to several hundred thousands).
Page 39 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
5.04.2.4 Extensibility The System should support new methods for notifying users, new methods by which customers can pay and add new hardware by developing and “plugging in” the software necessary to support these extensions and method. A new peripheral should not require changes to the core software of the system to allow its introduction, provide the hardware firmware is supported by the systems OS.
5.04.2.5 Maintainability The System should include 24/7 technical support, training support and maintenance/enhanced functionality upgrades to meet the needs of a dynamic business.
5.04.2.6 Integration With Other Systems The System will need to integrate with the a variety of other systems currently owned or leased by the Alaska Marine Highway System (AMHS), State of Alaska (SOA), Department of Transportation and Public Facilities for accounting, reporting and future planned intermodal sales support and communication. Data fields required by the AMHS/SOA DOT & PF accounting system must be mapped to and utilized in the reporting system. The System must have the ability to update and receive updates as necessary to perform near real-time reservation, passenger, vehicle and berth inventory and scheduling management. (Some future development: provide cost per hour rate in Cost Proposal (Section 6.09) for integration work not specified in Section 5.04.3.3 Interfaces below).
This requirement may be satisfied via middle tier data warehousing or sub/pub functionality from a reporting database. Direct querying of the production database is not recommended to meet this requirement.
Page 40 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
5.04.3 Hosted Solution - Functional & Technical Requirements
5.04.3.1 Operating Environment
1. All client/server software will operate in a Microsoft Windows environment. Acceptable Operating Systems include XP, 2000, 2003, 2008, or Windows 7, 32-bit or 64-bit (Business, Ultimate or Professional). (See Attachment #8 DOT&PF ASD IS Software Memo.pdf for AMHS/AKDOT software standards.)
With the resulting contract, there will be a Software Source Code Escrow agreement (see Section 3.17). If the Successful Offeror for this contract goes out of business and the State has to bring the system in-house, that could cause a problem if it is not compatible with the platforms we use.
2. Virtual environments shall be supported for all server hosted services solutions regardless of location. Current environments in use are MicroSoft Virtual Server 2005, Microsoft Hyper V, VMWare. Other virtual environments may be used upon approval by AMHS IT Systems.
3. Data packet size and priority shall be scalable. The requirements purpose is to compensate for a variety of communication issues and bandwidth restrictions imposed by the AMHS operating environment.
4. It shall be possible to monitor whether the system is online, offline, live or down. Users and System Administrators will have the ability to see whether the system is connected to the host server (WAN).
5. Connectivity with the host system may be lost at times on the vessels due to communication failure (WIFI, cell or VSAT interruption). The system shall be able to record sales during these times of interruption for upload later when connectivity is restored. Being so far North, some of our vessels experience terrain impairment of the VSAT signal along part of the routes. System failover and recovery shall be invisible to the end user. (OPTIONAL) Ten (10) points will be awarded if optional requirement met.
5.04.3.2 Security
1. The system shall satisfy all the basic security features requirements (SR1.1-SR1.11) specified in version 1.3 of the “Security Requirements Specification,” AMHS/DOT computer/network security Doc. (See Attachment #9: SOA IT Password Policy).
2. The system you offer shall comply with all Payment Card Industry Data Security Standards requirements as outlined in the document PCI-DSSv2.0 or the most current standard in use. PCI Standards are available at: https://www.pcisecuritystandards.org/security_standards/documents.php?document=pci_dss _v2-0#pci_dss_v2-0.
Your software which accepts credit card transactions and passes them to a payment gateway, must be certified as meeting the Payment Application Data Security Standard (PA- DSS). You company name must appear on the PCI’s list of Validated Payment Applications at https://www.pcisecuritystandards.org/approved_companies_providers/validated_payment_ap plications.php OR you must include a copy of your certification letter from PCI Security Standards Council. Your data center must have been recently certified as meeting all requirements of PCI-DSS SAQ Level D. A copy of that certification must be provided.
Evidence of this compliance must be provided with the offerors proposal. All systems
Page 41 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
offered must meet PCI compliance standards at the time the proposal is submitted in order to be considered responsive.
3. Secure system access by authorized users shall be available through the use of network proxy services. The intent of this requirement is to allow technical support to access remote workstation for the purposes of troubleshooting, security monitoring, software and firmware repair or upgrade and version control management.
4. Successful Offeror shall notify the AMHS Project Director within twenty-four (24) hours of any data breach.
5.04.3.3 User Interfaces
1. The User Interface, home screen, tool bars, buttons sizes, fonts, hot keys screen display, colors and navigation shall be customizable by system administrators to provide for ease of use, optimum productivity and cross function at department work stations.
2. Users shall be able to navigate through the user interface by using icon activation via touch screen interface, tabs, sub-menus, pointing device manipulation, key strokes, keyboard hot keys and other common interface methods.
3. All user functions shall be accessible via a Web browser.
4. The user interface (including Passenger Self-Service applications) shall be Web based or smart/thin client and all functions shall operate fully with all popular Web browser/operating system family. All versions of any such Web browser that have been the latest version at any time in the past two (2) years shall be supported, except for any version that was superseded within a month of its release. (See Appendix # 8 DOT&PF ASD IS Software Memo.pdf for AMHS/AKDOT software standards).
5. The system interface shall be common between the different user groups. Common functions/functionality for the Reservations Agent, Global Sales Agent, Passenger Self- Service and eCommerce sites should have a common look and feel. The reason for this requirement is so Reservations Agents can act as help desk agents for GSA and web customers. It is anticipated that GSA and passenger self-service applications will have limited functionality compared to the feature rich, full function application used by Reservation Agents.
6. Each employee shall have an employee ID that is unique, allocated externally (and entered when an employee’s details are first entered). Each employee ID shall be unique within the scope of the system; even if an employee departs, their employee ID shall not be reused for another employee.
7. System authentication and authorization will be managed through via Active Directory Lightweight Services, Active Directory Application Mode, Lightweight Directory Access Protocol or other authentication services identified by AMHS/DOT&PF Information Technology Services. (OPTIONAL) Ten (10) points will be awarded if optional requirement met.
8. A web interface for mobile devices and Smart Phone browsers shall be supported. The user interface shall be Web based and all functions shall operate fully with all popular Smart Phone Web browser/operating system family. All versions of any such Web browser that have been the latest version at any time in the past two years shall be supported, except for any version that was superseded within a month of its release. (OPTIONAL) Five (8) points will be awarded if optional requirement met.
Page 42 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
9. All eCommerce Passenger Self-Service components (screens, skins, icons) shall support multi languages to satisfy the requirements of multi-national customers. Minimum requirement language: English, Spanish, German. 10. The system shall provide a graphical representation of the system route structure for selection of origin and destination points when making reservations. Users will also be able to select the origin and destination points from drop down menus. The reason for this requirement is to provide passengers and booking agents unfamiliar with the AMHS route structure the ability to reserve passage through a graphical representation similar to aircraft seat selection interfaces.
11. The system shall be configurable to prompt and educate passengers to rules, requirements and restrictions when making reservations. Example; a passenger books passage for their pet as part of their reservation. The system would display the pet transportation requirements for carriage of animals aboard the AMHS.
12. The system shall require acknowledgement from the person making the reservation that they understand and agree with the requirements and the acknowledgement will be recorded in the Passenger Name Record (PNR). Rules and notifications shall be user defined parameters and can be associated with every element of a passenger name record or reservation.
13. The system shall provide an interface for the collection recording, storage, formatting, reporting and transmission of all TSA and Transport Canada security data requirements. The interface will be common to all (Reservation, Terminal and GSA agent, passenger self- service) applications.
14. All drop down/list box fields shall have dynamic filter functionality using key value sorting to reduce the number of items for data field selection. This requirement shall apply to both Reservation, Terminal and GSA agent and passenger self-service (eCommerce and kiosk) interfaces.
15. Rules and notifications shall be user defined parameters which can be associated with every element of a passenger name record or reservation.
5.04.3.4 Systems Integration/Interfaces
1. There shall be a clearly defined interface between the system and Customer Self-Service (web eCommerce and kiosk) system. It is invoked by the system only. Its purpose is to manage transaction integrity between the System and customer self-service functionality if not part of the core System functionality. Ownership of this interface is within the scope of the system.
2. There shall be a clearly defined interface between the System and payment clearing house(s). It is invoked by the system only. Its purpose is to allow a customer to securely pay for a reservation or services with the use of a payment card (debit or credit). Ownership of this interface is within the scope of the system. The interface specification can be found at: https://www.myvirtualmerchant.com/VirtualMerchant/download/userGuide.pdf https://www.myvirtualmerchant.com/VirtualMerchant/download/developerGuide.pdf And further information can be found under the Support heading at the VirtualMerchant login page: https://www.myvirtualmerchant.com/VirtualMerchant/login.do#_self.
The State of Alaska, through its Department of Revenue, has a multi-year contract for merchant services with U.S. Bank NA. Elavon is a wholly owned subsidiary of USBank and is responsible for processing the State's card transactions. Elavon offers several channels to access their payment gateways. The integrated use of any of these channels not involving third party gateways with additional fees, is acceptable.
Page 43 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
Currently AMHS uses both Elavon's Virtual Merchant HTTP gateway via MyVirtualMerchant.com and a standard gateway from an Aloha POS system. Elavon’s VirtualMerchant’s product has a system that allows for tokenization. Third party gateways are not able to only utilize VirtualMerchant’s tokenization functionality - they must authorize through the product as well. Any method which smoothly integrates with Elavon's systems is acceptable. PCI compliance alone does not meet the requirement. A PCI compliant interface certified to the Elavon platform does.
3. There shall be a clearly defined interface to an external accounting system. It is invoked by the system only. Ownership of this interface is within the scope of the system. Its purpose is to pass accounting entries (or information from which accounting entries can be generated) resulting from all activities in the system that have financial consequences. The interface data transfer will be through standard XML documents. Data fields and API will be provided by AMHS.
4. There shall be a clearly defined interface between the System and a customer profile management system. It is invoked by the system only. Its purpose is to manage Customer Relations Management data for customer authentication and target marketing. It is anticipated the interface will be with the current myAlaska system or its replacement. Integration with the State of Alaska’s (SOA) myAlaska for user authentication is highly desired. myAlaska provides user login authentication using Active Directory Federated Services via Security Authentication Markup Language from the calling application. Logged in users are then provided an encrypted token which the application can use to retrieve customer profile information via myAlaska associated web services. (See Attachment #4 - myAlaska Architecture). (OPTIONAL) Ten (10) points will be awarded if optional requirement met.
5. There shall be a clearly defined interface between the system and the automated notification system, if a notification system is not part of the System functionality. It is invoked by the system. Its purpose is to allow a reservation agent, supervisor or system administrator to communicate passenger reservation confirmation information, vessel or schedule change information, service changes, travel and security reminders and general passenger/travel information. Ownership of this interface is within the scope of the system. (OPTIONAL, see 5.04.3.10 Notifications for relevance)
6. Any change to the interface between the system and any interface system shall be installed simultaneously by both systems. The intent of this requirement is to simplify the interface and its implementation by eliminating the need to support more than one version of it at a time. Whenever any interface releases a new version of the interface to its service, the system shall be amended to use the new version. Amendments of this nature shall be installed within three (3) months of the new version being released.
7. All software modules and applications provided by the Successful Offeror will be integrated to work together as a suite of applications.
5.04.3.5 Data Storage
1. The database shall support the ability for customization of data fields, insertion of additional fields, disabling fields (deletions by users other than System Administrators should not be supported) and the general expansion of information associated with inventory item data management. This function should be limited to the System Administrator level or above.
2. Every email sent by and every email received by the system shall be stored persistently.
Page 44 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
3. All transactions shall be retained. This feature must be configurable based on administrative requirements.
4. Financial data shall be retained for at least seven (7) years (for legal reasons). For the purpose of this requirement financial data is any information that pertains to the payment of money from one organization or person to another, or an obligation to pay money, including all information needed to calculate or otherwise justify such an amount of money. (Storing tape or other off-line back-ups of the relevant data is deemed to satisfy this requirement.) All data shall be the property of the State of Alaska.
5. Passenger Name Records(PNR)/transactions and all details pertaining to each reservation/transaction shall be eligible to be moved to an offline storage medium a configurable number of days after the whole reservation/transaction has been fulfilled/completed, and actually moved the next time the archiving process is run thereafter. The purpose of this is to reduce the quantity of reservation data in the on-line and Customer Reservation System (to assist performance) and to reduce the adverse impact of unauthorized access to the system data. It shall be possible to create an off-line archive of all data belonging to the RSD/PSSS system. (See Attachment #12 – 4 AAC Chapter 59 Archives and Records Management.)
6. All changes in the data in the system (including new data) shall be retained to the reporting system. This retention shall be performed sufficiently frequently that any update to the database shall reach the reporting database within 24 hours. (OPTIONAL) Five (5) points will be awarded if optional requirement met.
7. The system shall provide a data migration manager or similar services, templates or tools for the import of records and related data from the current reservation system. The service or tool should allow for field mapping, exception handling, import validation and batch processing.
5.04.3.6 Information Integrity (including backup and recovery)
1. If a user exits any multi-stage data entry function before completion, they shall be able to return later and complete it without having to reenter details that were received by the system (for example reservation management). The system may impose a time limit, such that if the user does not return within a reasonable time the data can be deleted. This requirement does not specify a precise time limit, but it shall be at least forty-eight (48) hours. This should be a user configurable time limit.
2. The second and subsequent pages in any multi-stage data entry function shall provide a way for the user to go back to the previous page. When accessing the system via a Web browser, the browser’s “Back” button shall be a valid way of returning to the previous page. However, for secure transactions, the re-entry of information is acceptable.
3. The system shall be able to recover cleanly from failure during the processing of a record, whether the failure occurs in the system itself or in an intermodal system with which a reservation is placed. This shall include a user function to initiate upon request the completion of incomplete reservation involving an intermodal host. This also applies to the loss of state or connectivity with the core data services.
4. There shall be an inquiry that shows a summary of reservations received from Passengers, Reservation or General Sales Agencies for which processing is incomplete. For each booking service to which at least one subsidiary reservation has been sent without acknowledgement, this inquiry shall show the following information: a. Reserver's name b. Number of unacknowledged reservations
Page 45 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
c. Total monetary value of unacknowledged booking d. Date and time of last acknowledged booking e. Date and time of first acknowledged booking f. Date and time of last unacknowledged booking This inquiry does not show a list of individual reservations because such a list might be too large to view. Requirement applies to the Customer Reservations, Passenger Self-Service and eCommerce System.
5. Every event that occurs during the life of a reservation/transaction shall be stored permanently. For each such event, at least the following information shall be recorded: a. Type of event b. Details of change (which will vary from one type of event to another) c. Date and time of change d. User ID of person who made the change (if relevant) e. User ID of person who approved the change (if relevant) NOTE: There is no implication that all events are stored in the same way or in the same place.
6. Every user action of business significance shall be recorded. The caveat “of business significance” is included to filter out trivial actions such as navigating the system’s user interface. Nevertheless, even actions of business significance still fall within the scope of this requirement. This requirement shall be read as including all the following types of actions: a. Use of any function described in this specification document. b. Anything that causes a database change. c. An employee viewing or changing any sensitive data, including a customer’s or an employee’s details. d. A user logging in or logging out, including each unsuccessful attempt to log in. e. A system operator starting up or shutting down parts of the system, or changing system operational parameters (whether permanently or temporarily). (Some actions fall into more than one of these categories.) f. The information recorded for any such action shall include at least the following (who, what, when, where): g. Date and time. (when) h. The identity of the user who performed the action (user ID and company ID). Identifying the company is particularly important if action affecting one company is taken by an employee of another (for example the system operating company’s action affecting a Global Reservations Sales Agency). (who) i. Details of the action. (what, where) Note that this requirement does not suggest that all actions are stored in the same way, or in the same place. If a particular type of transaction is stored in its own database table, that would suffice, provided it recorded the details listed above, and the detail of the transaction or event can be associated through joins in querying and reporting.
7. The system shall record unsuccessful booking attempts. The recorded information shall include but not be limited to: a. Desired travel dates b. Desired origin and destination points The reason for this requirement is to capture unfulfilled demand.
5.04.3.7 Customer Profile and Reservation Management
1. Each customer shall be uniquely identified by a customer ID that is predefined or for unregistered customers, in the form of a number allocated sequentially plus a check digit calculated over that sequential number using the Randomizer algorithm, or such generation method as approved by AMHS Project Director or designee. AMHS preferred customer
Page 46 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
profile management method is through the State of Alaska myAlaska System. (Optional) Ten (10) points will be awarded to an Offeror who's system can be integrated to manage customer profile information through myAlaska.
2. Each reservation shall be identified by a reservation ID that is in the form of a unique record locator. The Passenger Name Record (PNR) Locator shall be six (6) to eight (8) characters in length and may contain alpha, numeric or a combination of both. The reservation ID (PNR) shall remain unique in the active reservation system until all elements of the reservation have been completed and the PNR shall not be reused within 120 days of travel completion. Completed reservations shall be archived using the PNR plus the date of initial travel serialized or other methods that allow for easy archive searching and retrieval.
3. The system shall provide the functionality to look up/display Passenger Name Records (PNR) by multiple methods. These methods include but are not limited to: a. Barcode scanning b. Passenger last name c. Record Locator d. Travel dates e. Vehicle make and model f. Vessel g. Global Sales Agency record h. Purchase date i. Passenger ID j. Form of Payment (credit card/debit card, checking account number)
4. Reservations Agents shall have the ability to display, suspend and resume PNR information while servicing multiple customers.
5. The system shall provide the ability to measure customer wait times (time in queue, transaction time, order fulfillment) as a measure of customer service standards for Reservations and Terminal Agent transactions. (OPTIONAL, but strongly desired.) Ten (10) points will be awarded if requirement met.
6. The system shall have an internally managed "watch list" to alert authorized users of passengers with special needs, as defined by AMHS. The list will be automatically checked at the time a reservation is made and information from the list transferred automatically to the reservation. Information stored in the list will be categorized into user configurable parameters and may be part of the public (printable with the reservation documentation) or private (viewable only to users having those permissions).
7. The system shall provide an interface for the tracking, management and compensation of lost luggage and other personal items left onboard. (OPTIONAL, but strongly desired.) Five (5) points will be awarded if requirement met.)
5.04.3.8 Process Management
1. Connectivity with the host system may be lost at times due to communication failure (WIFI, cell or SatCom interruption). The system shall be able to record sales, transactions and inventory updates during these times of interruption. System failover and recovery shall be invisible to the end user.
2. Each product used (both software and hardware) shall be chosen on the basis that it can be depended upon to run for an extended duration without needing to be restarted. It is estimated that this requirement reduces the duration for which the system would be unavailable to users for maintenance.
Page 47 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
3. The system shall accommodate a minimum 2000 users logged in and active simultaneously. A user is deemed to be active if they have submitted a request to the system in the past five minutes. This parameter shall be scalable.
4. The System shall be available 24 hours a day, 7 days per week. AMHS Reservations shall be notified in writing (email is acceptable) at least 48 hours in advance of any scheduled outages stating the reason for and anticipated duration of the outage.
5.04.3.9 Form of Payment (FOP)
1. The system shall support the following form(s) of payment: a. Credit card (Visa, Master Card, AMEX, Discover) b. Debit card c. Check d. Cash e. Gift card f. Coupons g. In House Credit Account h. Purchase Order i. GSA (Government Services Authorization) j. Government Transportation Request (passengers) k. Government Bill of Lading (Freight) l. Exchange Order
2. The system shall support acceptance of multiple forms of currency and automatically establish the current daily exchange rate. The system should also support the ability to add a transaction fee (flat or percentage) by currency type. The system administrator shall have the ability to manage the list of accepted currencies.
3. Checks, debit cards, gift cards and customer accounts shall be validated for fund sufficiency at the time of acceptance.
4. The system shall provide for fraud protection when offline functionality is required. An internally managed "not acceptable for payment" list will be managed by the system when connectivity with transaction verification services are not possible. Alerts and reason codes will be managed by the system administrator. Printable contact information for customer inquiries regarding purchase denial should be part of this functionality.
5.04.3.10 Notifications
1. The system shall be configurable to allow for automatic passenger notification. Notification shall be event based and the system must allow for unlimited event definition. Events shall include but not be limited to: a. Passenger Name Record (PNR) changes b. Vessel schedule changes c. Vessel route changes d. Reservation upgrade or status change e. Reservation confirmation f. Reservation cancellation (non-payment) g. Reservation cancellation (passenger request) h. Contact information updated i. Weather advisories j. Special events k. Reservation Wait List
Page 48 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
2. Event notifications shall be rule driven and the system shall allow for multiples rule or scenarios to be considered, independently or in combination, to trigger notification.
3. The system shall be configurable to allow for automatic notification of a selected audience or to require administrator approval prior to selected audience notification.
Example: weather or unscheduled maintenance delays a vessels departure. The system can be configured to send a new Estimated Time of Departure (ETD) or Estimated Time of Arrival (ETA) notification to all passengers holding a reservation (confirmed, waitlisted, standby) on the affected sailing. Configurable parameters could include: Delayed departure < 1 hour - no notification Delay > 1 hour but < 2 hours - notification w/supervisor approval Delay > 2 hours - automatic notification *Note: If 5.04.3.10 Notification Requirement 1-3 are not functionality offered in the Offeror's Proposal a clearly defined interface to a third part Notification System will be required functionality.
4. The System shall make all notifications as required to meet the United States Coast Guard, National Vessel Movement Center (NVMC) - Ship Arrival Notification System (SANS) security reporting regulations. Reference materials, developer resources and system requirements can be obtained at http://www.nvmc.uscg.gov/NVMC/Developer.aspx. See Attachment #10: USCG eData Submission Requirements.
5.04.3.11 Tariff, Capacity and Inventory Management
1. Tariff management shall be accomplished through the main administrative interface.
2. The system shall provide for the management of cargo/car deck, cabin and stateroom, and passenger traffic capacity as configurable items individually for each vessel. Vessel capacities will be set based on system administrator defined rules and scenarios which are independent of schedule development rules and scenarios. The system shall provide for setting capacity configuration(s) with multiple scenarios per vessel. Anticipated scenarios (but not limited too): a. Capacity as designed b. Operational/engineering capacity limitations c. Deck loading restrictions d. Vehicle height restrictions e. Vehicle length restrictions f. Vessel payload restrictions g. Regulatory capacity limitations h. Marketing capacity limitations i. Seasonal capacity limitations
Capacity limits shall apply to passengers, cargo/car deck and passenger non-vehicle equipment and baggage. Capacity sales restrictions shall be set and managed by system administrators. The ability to reserve and sell space above the vessel capacity cap(s) will be limited by user profile authorization permissions.
3. System Administrators shall be able to allocate cargo/car deck, cabin and stateroom, and passenger traffic capacity as configurable items for sale by vessel, by port. The setting of
Page 49 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
Authorized Capacity (AU levels) for yield management and inventory control by segment shall be a configurable parameter.
4. When making a change to a tax rate, it shall be possible to nominate a date and time at which the change is to take effect. Changes to any tax rate may only be made by a system administrator.
5. Ticketing shall be paperless and all tickets stored electronically.
6. The system shall manage and store fare data, fare tariffs, contract of carriage rules, routing maps, class of service tables (passenger, vehicle, cargo), taxes, booking restrictions (minimum stay, advance purchase), city pair or zone pricing, discount and other tariff related functions. The system shall be able to flag any fare, restriction or tariff rule as active or inactive. Fares, restrictions and tariff rules shall be able to be grouped and activated or deactivated by group or individually.
7. It shall be possible to enter a set of tariff changes and to have none applied until all have been entered. It shall be possible to enter tariff changes and have it apply to specific lots of common fares. For instance, seasonal fares by zone can be set and not take effect until a related promotion has expired. 8. It shall be possible to have a set of tariff changes automatically applied at a predetermined date and time.
9. The system shall provide for the accurate management of the manifest (souls on board, vehicles, cargo, passenger non-vehicle equipment, baggage). A facility for the easy and timely recording of the passengers, vehicles and freight boarding and de-boarding at each port of call shall be provided. Barcode scanning, RFID or other cost effective automated recording methods are preferred.
10. A facility for the easy and timely update of Passenger Name Records (PNR)/reservations and associated fee collection during the boarding process shall be provided.
Example: After booking online, a passenger has checked in via the web, drives to the vessel loading ramp to board and stops at the boarding check point for document verification. The boarding agent determines the wrong vehicle size/weight was reserved and purchased. Additional fees for the correct vehicle size need to be collected and the manifest updated to ensure capacity limits have not been exceeded.
11. The system shall manage an accounting and provide for a manifest of all revenue and non revenue persons and items for passage. The manifest shall be divided into commodities including but not limited to: a. Freight b. Vehicles c. COMAT (company materials and cargo) d. Passenger baggage e. Hazardous Materials/Firearms f. Passenger non vehicle equipment (listed by type) g. Souls on board i. Revenue passengers ii. Non-revenue passengers iii. Crew iv. Observers
Page 50 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
v. Visitors The manifest shall be available in real time and updated every time a record is created or edited and saved.
12. Reservations requests that cannot be fulfilled due to inadequate seat capacity, cabin and stateroom or deck space availability will be back ordered and the request placed on a wait list. All documents (electronic and printed) will indicate the reservation status as 'wait listed' and provide instructions on passenger rights and responsibilities. Passengers wait listed will be notified of status change through the notification system. See 5.04.3.10
13. The system shall maintain a Passenger Standby List for those requesting passage day of travel when advance reservation capacity restrictions have been met or exceeded. Waitlisted passengers will automatically roll over to the standby list if their reservation request cannot be confirmed prior to a configurable time limit prior to scheduled departure. System administrator configurable rules will determine the priority listing of standby requests.
14. The system shall be configurable to limit certain service functionality (passenger self-service, GSA, Reservation Agents and Terminal Agents) prior to and during a vessels time in port. System Administrators shall have the ability to establish time limits for functions such as eCommerce (web) or kiosk check in prior to scheduled vessel departure time, limit the reservation of cargo deck space, passenger reservations of state rooms or purchase of a held reservation based on a users authorization permissions. Examples: Passenger Self-Service check-in (eCommerce/web or kiosk) may be restricted 30 minutes prior to a vessels departure. All sales of deck space may be restricted 15 minutes prior to departure without an AMHS supervisors authorization.
15. The system shall have a list of common vehicles for easy selection during deck space reservation. The list shall include but not be limited to: a. Vehicle make b. Vehicle model c. Manufacture's listed length d. Manufacture's listed width e. Manufacture's listed height f. Manufacture's listed weight The table(s) shall be automatically updatable with the most current vehicle manufacturer information. A facility for managing non standard vehicle information shall also be provided. The ability to populate a table with non standard equipment (bike racks, car top carriers, extended bumpers, ladders, kayaks, etc.) is required. The table shall be expandable to include System Administrator configurable fields (Equip Type, dimensions, weight, etc.) The table data shall be displayed through list box or similar functionality in the user interface. All drop down/list box fields shall have dynamic filter functionality using key value sorting to reduce the number of items for data field selection. This requirement shall apply to both Reservation, Terminal and GSA agent and passenger self-service (eCommerce and kiosk) interfaces. (OPTIONAL, but strongly desired.) Twenty (20) points will be awarded if requirement met.
16. The system shall provide for authorized individuals the ability to block from sale or remove from service defined vehicle deck space(s), cabins and state rooms and passenger deck spaces. Spaces blocked or removed from service will be visible to Reservation and Terminal Agents only and show as unavailable for sale. Spaces blocked or removed from service will not be visible in GSA or passenger self-service user interfaces.
17. The system shall provide for the printing of a variety of passenger exchange receipts. Anticipated exchange receipts, but not limited to:
Page 51 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
Passenger RES Global Terminal eCommerce/Web Kiosk Exchange Agent Sales Agent Receipts Agency
Passenger Boarding X X X X X Pass
Ticket Receipt X X X X X
Vehicle Boarding X X X X X Pass
Bag Tag X X Cabin/State Room X X X X X Voucher
18. The system shall allow for the collection of service fees. Service fees may be assessed during the initial Passenger Name Record or reservation creation or any subsequent display of the PNR or reservation. Collection of service fees shall be accommodated by the Passenger Self-Service interfaces.
The following service fee collection is anticipated but not limited to: a. Passenger checked baggage b. Oversized or overweight baggage c. Reservation chance fees d. Unaccompanied vehicle fees e. GSA help fees f. No show charges g. Late cancellation fees h. Extraordinary vehicle charges Fees shall be managed through the tariff tables and automatically applied. Any fee waiver, modification or over-ride shall require a supervisor approval and explanation.
19. The system shall be able to manage the assignment of vehicle staging lanes at each port of call. The assigned lane will be printed on the vehicle boarding pass. The assignment of staging lanes may be automated based on configurable parameters managed in the system or manually controllable by the departure port. (OPTIONAL, but strongly desired.) Five (5) points will be awarded if requirement met.
20. The system shall be able to manage a trusted traveller/trusted shipper data table. The data fields shall be user configurable and unlimited.
21. All documents for travel shall have a barcode which can be reconciled to the Passenger Name Record (PNR). This includes printed and electronic documents which can be
Page 52 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
displayed on secure mobile devices. (Mobile device barcodes OPTIONAL, but strongly desired.) Five (5) points will be awarded if requirement met.
22. The system shall be able to transfer reservations from one vessel to another to facilitate equipment swap during irregular operations or change of gauge. The transferred reservations will be accommodated based on system administrator configurable rules. Unaccommodated transfers will be wait listed. See 5.04.3.10 for notification requirements.
23. The system should provide functionality for management of a frequent traveller rewards program (OPTIONAL).
24. The system shall be able to forward a passenger itinerary to an unspecified number of email addresses. The passenger must be logged into their profile/account and shall be able to forward the itinerary at the time of purchase or any time they log in up to the time of departure. This functionality shall also be available to Reservation, Terminal and GSA system users.
25. It shall be possible to designate Passenger Name Records and reservations to multiple types including but not limited to group, team, crew, seniors agencies, non revenue, GRS Agency, etc. All reservations other than general passenger will require identification, validation and authorization of eligibility prior to the transaction finalization.
26. Reservations (passenger and deck space) for company use will be decremented from inventory, recorded and identified as such.
27. The system shall be able to record comments from booking agents in Passenger Name Records (PNR)/Reservations. The comment author shall be able to designate whether the comment is viewable as part of the public or internal only documentation. All comments shall be formatted as free form text and shall not be limited in size.
28. A Passenger Name Record (PNR)/Reservation shall include but not be limited to the following data elements: a. Passenger first name b. Passenger last name c. Passenger middle name d. Passenger date of birth e. Gender f. Identification (ID) g. Origin contact number h. Destination contact number i. Date of travel j. Port of origin k. Port of destination l. Travel itinerary m. Requested special services n. Confirmed special services o. Bag tag numbers p. Hazardous Materials/Firearms
Page 53 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
q. Vehicle dimensions and weight r. Freight/COMAT s. Fare information (base fare and taxes) t. Itinerary changes u. Service fees owed and collected v. Group affiliation(s) w. Discounts x. Credits y. Form of Payment information z. Wait list status if applicable aa. Boarding priority status bb. Rebooking priority status cc. Unaccompanied vehicle(s)
29. The system shall be able to associate multiple entities and reservations with a group, party or agency. Example: A family of five is travelling with a vehicle and non-vehicle equipment (kayak). Each family member will have a reservation as will the vehicle and kayak. All the reservations will be associated and each will be referenced in the other reservations/PNR. A group manifest shall be available for the associated reservation/PNR. 30. The system shall have an interface for the management of employee and industry affiliate discounted travel. Eligible individuals will be able to reserve discounted travel within the system. The amount of discount will be managed as separate tariffs or as percentage off of revenue travel. Non revenue or discounted travel boarding priority will be managed through user configurable rules defined by the System Administrator.
5.04.3.12 eCommerce/Passenger Self-Service
1. The eCommerce site shall support all the functionality for passenger self-service reservation creation, payment, cancellation and check-in. Passenger authorized reservation changes shall be limited to configurable parameters managed by the System Administrator through the System.
2. The eCommerce site shall support shopping cart functionality. Item aggregation, order storage, item removal, form of payment support and electronic order receipt must all be supported as well as other standard electronic shopping cart functionality.
3. The system shall support the ability to reprint a customer receipt, transaction record, boarding pass or reservation from any print enabled personal computer at any time up to the point of data archiving. No specific requirements are identified for transaction identification but the method should be reasonably quick and user friendly.
4. A Graphical User interface (GUI) design interface that is an intuitive, easy to use WYSIWYG application for composition, viewing, modification and control of graphical elements to the eCommerce site is required. A rich library of skin templates is desired.
5. All screens, printers, customer interface devices, displays, card readers, software and hardware shall meet Federal and State Section 508/Americans with Disabilities Act requirements http://www.section508.gov/ .
Page 54 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
5.04.3.13 Query and Reporting
1. The system shall provide a scalable, easy to configure, create and maintain, meta layer, ad hoc querying and reporting tool. The tool should be able to access all tables within the database, support multiple self joins, and produce exportable result sets. Export formats should include but not be limited to: MS Excel, .csv (comma, tab and space delimited), .pdf, rich text and XML.
2. The system shall provide standard predefined reports filterable by any data field.
3. Passengers shall be able to display and print a report of their travel history. User defined dates will define the parameters for the report.
4. The system shall be able to make reports available to all users based on their user profile authorization. System administrators will manage user access by report through their user profile.
5. The system shall be able to produce a sales reconciliation report for each internal (Reservation and Terminal Agent) user. The report will be used to reconcile funds collected against sales for the agent transactions during their work period.
6. There shall be no limit upon the size of a report. A report can be as large as necessary to show all the data it is asked to show. It shall be practical to manipulate very large reports.
5.04.3.14 Training
1. A Train The Trainer training program shall be provided. The training will be comprehensive and cover system functionality, best practices, system administration, configuration, installation, upgrade management and technical support. The training will be delivered at three levels focused on: a. End User b. System Administrator c. System Maintenance and Support The training materials shall have enough detail, that along with the system documentation (Section 5.04.3.16), that an end user and support staff training program can be developed.
2. A comprehensive Online training program will be provided. (Optional, but strongly desired.) Five (5) points will be awarded if optional requirement met.
5.04.3.15 Test Environment
1. The system shall have a test (sandbox) environment that mirrors the production environment for configuration, testing and training purposes. A utility shall be provided to easily copy data from the production environment to populate the test (sandbox) environment.
2. The system shall have the ability to build scenarios, rules and configurations and clone them to the production environment. The reason for this requirement is to allow a System Administrator to build complex rules and scenarios, test them and upon validation apply them to the production environment to reduce effort, error and testing once a rule is to be implemented. (OPTIONAL, but strongly desired.)
5.04.3.16 Documentation, User Support and Help
1. All documentation that is written as proper documents (hard copy as opposed to Web pages) will be written using Microsoft Word or PDF.
Page 55 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
2. There shall be online help for every online function in the system. Online help for functions available to customers shall be aimed at them; online help for other functions shall be aimed at internal users. For each function, the online help shall describe how to use that function, such that an uninformed user of average intelligence shall be able to use it as intended. Internal users should have access to online help aimed at online customers so they can aid customers in troubleshooting problems. Online help shall be available 24/7. Offeror must identify in their proposal where their Online Help is located, i.e. city, state.
3. There shall be a user guide for all functions available to internal users. An online users guide may form the basis for satisfying this requirement if it can be consolidated into an attractive printable form. Online help shall be available 24/7.
4. There shall be written operating instructions that explain to an operator (System Administrator) how to run the system. It shall cover at least startup, shutdown, configuration, customization, troubleshooting, reporting and the monitoring of the system’s health. Online operating instructions may form the basis for satisfying this requirement if it can be consolidated into an attractive printable form. Online help shall be available 24/7.
5. There shall be written operational procedures for all business processes that involve use of the system. An online procedures manual may form the basis for satisfying this requirement if it can be consolidated into an attractive printable form. Online help shall be available 24/7.
6. There shall be a set of explanations of error messages. It shall contain an explanation of the meaning of each error message that satisfies any of the following criteria: a. An intelligent but inexperienced user could not deduce the full meaning. b. The error indicates a severe problem. c. There is more to explain about the error. Where appropriate, each explanation shall also describe how to correct or otherwise respond to the message, and (if possible) explain in which system component the error originated.
7. Every Java source file shall contain meaningful Javadoc annotations for every class, interface, method and public variable. Every source file written in a programming language for which a utility equivalent to Javadoc is freely available shall contain equivalent annotations. All scripting where user configurable variables are used, data is transfered, appended, archived or stored procedures are used must be annotated and documented.
8. A development guide shall be written containing sufficient information to allow a competent software engineer with suitable skills to develop software that implements the inter- application interface. Online interface development instructions may form the basis for satisfying this requirement if it can be consolidated into an attractive printable form. Online help shall be available 24/7.
Page 56 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
HOSTED Proposal Page # 5.04.3 HOSTED SOLUTION - RFP #2514S016 SOLUTION Where Evidence FUNCTIONAL & TECHNICAL REQUIREMENTS CHECKLIST Section # Has Been Provided Operating Environment 5.04.3.1 Security 5.04.3.2 User Interfaces 5.04.3.3 Systems Integration/Interfaces 5.04.3.4 Data Storage 5.04.3.5 Information Integrity 5.04.3.6 Data Integrity and Security ******* Customer Profile and Reservation Management 5.04.3.7 Process Management 5.04.3.8 Form of Payment 5.04.3.9 Notifications 5.04.3.10 Tariff, Capacity and Inventory Management 5.04.3.11 eCommerce/Passenger Self-Service 5.04.3.12 Query and Reporting 5.04.3.13 Training 5.04.3.14 Test Environment 5.04.3.15 Documents, User Support and Help 5.04.3.16 NOTE: Offeror's must complete and return this form, or they may be determined to be Non-responsive. NOTE: Completion of this form does not guarantee a declaration of responsiveness.
An Excel version of this checklist is available from the Procurement Officer upon request.
5.04.4 Hardware and Peripherals Specifications
5.04.4.1 Standard Work Station
AMHS intends to use its existing workstations (CPU, display screen(s), keyboard, pointing device) at terminals, onboard vessels, the Reservation Center, administrative/support offices and test lab. Additional workstations beyond those already in place needed to support the System implementation will be provided by AMHS.
With the Customer Self-Service Devices (Passenger Kiosks) it is the desire of AMHS to have role based authorization for all system functionality and make available for passenger self-service whatever the AMHS business model dictates.
Printing will be required at the Passenger Kiosks. AMHS will need a printed document that will remain stable throughout the boarding and travel process. A thermal printer that can print 2D (minimum requirement) or 3D (optional) barcodes and graphics is the preferred method. For baggage tags, the printer needs to able to print peel and stick bar tags. Electronic signature capture is not required for the Kiosks. (See section 5.02.6 for Average Weather at Exterior Kiosk Locations chart.) If a single printer can be found that meets the requirements stated, it would be the preference of
Page 57 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
AMHS. If a single printer will not meet the AMHS requirements, multiple printers is acceptable.
It is the intent of AMHS to use barcode scanning as much as possible, to produce efficiencies in the check-in and arrival/departure process.
AMHS is looking for best available technology supported by the Offeror’s application. Our intent is not to specify brand, make and model but rather desired functionality that the hardware must support. If the quoted hardware supports the functional and non-functional requirements, than it meets our requirement. For instance, the kiosk must allow a passenger to perform the self- service functions outlined in the requirements, they are identified as either free standing or wall mounted in the specification depending on the location of installation. Beyond those specifics AMHS is looking for best available technology regarding interface, look, design, aesthetics, etc.
AMHS envisions a tethered or embedded scanner for the mobile system interface device, a fixed, embedded scanner in the kiosk and a table standing but moveable model at the ticket counter locations.
5.04.4.2 Other Hardware/Peripherals
Printer A single printer model capable of printing receipt stock, validating checks, credit card receipts, small format reports, order forms, travel boarding pass style documents, 1D, 2D & 3D barcodes, graphics, peel and stick labels is desirable. Direct thermal is the preferred print method but printed documents must be able to withstand the harsh environment common to Alaska. Printed documents must not fade, bleed, burn out due to sun or heat exposure or become unreadable if wet. Scanner Scanners are required for data entry. Anticipated use but not limited to: passenger check-in, PNR lookup, user identification (log-in). Numeric only, alpha numeric, 2 or 3-D bar codes are anticipated formats for reading. As business processes improve and efficiencies are identified, additional uses for scanned input are anticipated. Payment Payment card readers shall be provided for both Card Readers customer self-service and customer service attendant card swipe data entry. Integrated card readers are acceptable but tethered readers are preferred for system maintenance and serviceability simplification. Magnetic Stripe Reader (MSR) is the minimum requirement. Electronic Terminal Agent and Purser work stations shall support Signature electronic signature capture functionality. The ESC Capture device will also have key pad functionality for customer Device input. (#1 OPTIONAL, but strongly desired.) Five (5) points will be awarded if requirement met. Configurable 1. The system shall provide the ability to print Receipt custom messages on customer receipts or Messaging exchange documents. Multiple messages must be supported on each document. Promotions, coupons, request for information, security reminders and surveys are examples of the type of printing anticipated.
Page 58 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
2. The system should be able to be configured to print different messages based on time of day, time of month, work station location, type of document printed, customer ID, customer wait time, predefined service interruption and ad hoc messaging by local System Administrator discretion. (#2 OPTIONAL, but strongly desired. Five (5) points will be awarded if requirement met. Mobile 1. Mobile manifest management devices (tablets, System handheld data terminals, scanners, PDA) shall Interface be supported as part of the Customer Device Reservations/Passenger Self-Service (CRS/PSS) system. The ability for the device(s) to be used as both a customer transaction device (including credit card mag-stripe reader) and reservation, manifest, document authentication and communications management portal is required. Multiple applications running concurrently is desirable but not a requirement. A mobile printing solution should also be provided for each device. 2. All wireless devices shall have an alternate docked (hard wired) interface for the transfer of data to the host system in the event connectivity is interrupted. Wireless devices shall have the ability to store transactions during times of interrupted connectivity. 3. AMHS has standardized on the HP Slate 500 mobile device, or equivalent. The equivalent must be a ruggedized tablet device capable of use in the Alaska environment It is up to the Offeror to provide evidence of equivalency. Customer 1. The system shall provide for integrated Self-Service passenger self-service devices (passenger kiosk) Devices for reservation creation, change or cancellation, (Passenger payment collection, schedule queries, travel Kiosk) check-in, fee collection, boarding pass, baggage tag and receipt printing. 2. All screens, printers, customer interface devices, displays, card readers, software and hardware shall meet Federal and State Section 508/Americans with Disabilities Act requirements. 3. The ability to order AMHS merchandise through the AMHS web portal from this device is desired. (#3 OPTIONAL, but strongly desired. Twenty Five (25) points will be awarded if requirement met.
All hardware will be delivered to the AMHS headquarters at 7559 North Tongass Highway, Ketchikan, AK 99901-9101. (See 2.11 F.O.B. point.)
5.04.4.3 Support Hardware Offerors must specify support hardware, servers, back office work stations, routers, racks, switches, etc. not identified in the Hardware Specification, but necessary for their system to function in the operating environment outlined in Section Four - Background Information. Each work station, be it a desk top terminal or wireless mobile device will need to be able to read barcodes, interrogate credit card magnetic strips, capture electronic signatures, interface with the
Page 59 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
host and print documents. In your offering specify the device you are proposing to provide the required functionality. For instance, if a MSR is integrated into the desktop but the table has a tethered device, specify the tethered device and it's interface. We have specified functionality but not specific make, model and manufacture, so offerors can propose best of breed technology.
If any of this Support Hardware will be provided by a Subcontractor, Offerer shall identify Subcontractor(s).
See Attachment #11: - SOA System Architecture
5.04.5 Proposed Implementation Locations
The locations listed below for Passenger Self-Service Devices (kiosks) are planned. To facilitate modifications necessary for system facilities, AMHS plans to install all devices using in-house resources. The Successful Offeror must supply the technical specification for data and power hook-up and cabinet mounting. The AMHS Project Director can alter the project plan as necessary to guarantee project success. All schedule changes must be approved in writing by the AMHS Project Director no less then fourteen (14) days prior to the proposed change.
BETA TEST FUTURE IMPLEMENTATION LOCATIONS IMPLEMENTATION LOCATIONS Port City Location Port City Location Haines, AK Terminal Foyer Bellingham, WA Terminal Lobby
Juneau, AK Terminal Lobby Cordova, AK Terminal Lobby Prince Rupert, BC, Ketchikan, AK Terminal Entrance Terminal Entrance Canada Ward Cove, AK HQ Test Lab (Ketchikan) Skagway, AK Terminal Lobby
Whittier, AK Terminal Lobby
5.05 Software Demonstration >>>>>VERY IMPORTANT<<<<<
After the due date for receipt of proposals, the Proposal Evaluation Committee (PEC) will meet and score Sections 7.01, 7.02, 7.03, 7.04, 7.05 & 7.06 for each responsive proposal received. The Offerors with the highest scores from adding the scoring from Sections 7.01, 7.02, 7.03, 7.04, 7.05, & 7.06 together, will constitute the list of Offerors reasonably susceptible of being selected for award and will move into the Online Software Demonstration Phase and scoring under Section 7.07. The Online Software Demonstration must follow the Software Demonstration Script and System Requirements PEC Scoring Metrics Matrix provided with this RFP as Attachments #13 & #14.
After the Initial Evaluation (See schedule in Section 1.02), the Procurement Officer will e-mail the Contact Person identified in each Offeror’s proposal that is reasonably susceptible of being selected for award, to schedule their Online Software Demonstration. It will be the responsibility of each Offeror contacted for the Online Software Demonstration, to e-mail the Procurement Officer with the website and access code information to view and participate in the Online Software Demonstration and conference call, no later than 48 hours after the receipt of the e-mail. Failure to provide the Procurement Officer with this
Page 60 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
necessary information for participation in the Online Software Demonstration may result in the Offer being considered Non-Responsive.
Each Online Software Demonstration will last for up to four (4) hours. The Online Software Demonstrations will be conducted between 8:30am and 5:30pm Alaska Time during the week of March 24, 2014. All Offerors submitting proposals must be ready and available to conduct their Online Software Demonstrations during the week of March 24, 2014, but only the Offerors reasonably susceptible of being selected for award will be contacted to participate in the Online Software Demonstration.
The Offeror must demonstrate during their Software Demonstration, the ability to meet the Deliverables identified in Section 5.02.1 through 5.02.12 and the System Requirements in Sections 5.04.1 and 5.04.2 and 5.04.3 Hosted Solution and 5.04.5 of this RFP. The Software Demonstration will follow the Script and Metrics Matrix (Attachments #13 & #14) and also include: A tour of the Hosted System offered, Identifying customizable features and component; The ability for PEC members to ask questions of the offeror, and; Tutorials for functionality, support and learning.
The Software Demonstration will include the ability to: Navigate, Drill down and Perform PDF downloads. Show reports Perform queries
This Software Demonstration will not preclude the Offeror from submitting a required proposal. The Software Demonstration will only be conducted after the PEC has met and initially scored the written proposals received from the Offerors. During the Final PEC meeting, up to one hundred (150) points will be available to award to each Offeror who is reasonably susceptible of being selected for award in Section 7.07 Software Demonstration. The State will not be responsible for any expenses related to the Offerors software demonstration.
The software system demonstrated must be the same system offered in the proposal the Offeror submitted in response to this RFP.
The Software Demonstration is a required part of the RFP Evaluation process. Offerors failure to respond to the requirements of Section 5.05 Software Demonstration shall cause their proposal to be determined to be non-responsive.
5.06 Responsibilities of Successful Offeror
1. Organizes project and defines project management approach (through Project Management Plan), including quality control methodology (based on Successful Offeror’s proposal and contract). 2. Coordinates and actively participates in System Project Management Team(s) meetings and assists in determining schedules, next steps and implementation best practices. (Some meetings may be held by teleconference.) The Project Team consists of about twelve (12) DOT&PF employees. 3. Manage the development and implementation of core and customized software and support systems. 4. Assists in the data migration from existing Reservation management system. 5. Manages the installation of the System. 6. Serves in a Technical Advisory capacity and makes recommendations for implementing Reservation Management and tariff best practices. 7. Assists in ensuring milestones are met on time for System contract. 8. Submits by-weekly reports, contract progress and obstacles to AMHS Project Coordinator and recommends actions to overcome any obstacles.
Page 61 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
9. Recommends to AMHS Project Director any required change orders and contract amendments in accordance with the scope. 10. Assists Project Management Team in decommission of existing reservations system. If any existing SOA equipment is decommissioned, it will be transferred to the State Property (Surplus) Office by AMHS. 11. Maintains appropriate project and budget documentation. 12. Provides training and training materials. 13. Provide the Reservations System Contract Project Coordinator and the AMHS Project Director with project travel information and an agenda of any needed meetings or site visits at least fourteen (14) days in advance, so that arrangements can be made for personnel to be available. 14. Submits invoices to include: Successful Offeror name, Contract number, Deliverable number and Vessel/Location name.
5.07 Responsibilities of Reservations System Contract Project Coordinator
1. The Reservations System Contract Project Coordinator will be operating under the authority of Contract #2514S040 and will be reporting directly to the AMHS Project Director. 2. Assists Successful Offeror in organizing project and defining project management approach (through Project Management Plan), including quality control methodology (based on system offeror’s proposal and contract). 3. Actively participates in Project Management Team(s) meetings and assists in articulating roles and responsibilities. (Some meetings may be held by teleconference.) 4. Assists in the coordination of the contract under direction of the AMHS Project Director. 5. Assists in the coordination of the procurement effort for successful offeror. 6. Serves in a Technical Advisory capacity to Proposal Evaluation Committee to select system successful offeror. 7. Assists in the coordination of the selection of Successful Offeror (with RFP Proposal Evaluation Committee). 8. Assists Procurement Officer with contract negotiations with Successful Offeror. 9. Recommends approval to AMHS Project Director and refines work plans, milestones, budgets, and schedules submitted by Successful Offeror. 10. Assists in ensuring milestones are met on time for contract. 11. Reviews by-weekly reports from Successful Offeror for contract progress and communicates obstacles to AMHS Project Director and recommends actions to overcome any obstacles. 12. Recommends to AMHS Project Director any required System change orders and contract amendments in accordance with the scope. 13. Recommends to AMHS Project Director final acceptance of Successful Offeror’s deliverables, based on successful completion of system acceptance testing per the contract. 14. Identifies critical path items involving funding, policy decisions and interagency agreements. 15. Reviews integration plan and confirms that it adequately addresses significant issues of scope and system attributes. 16. Refines integration plan as needed and gets signoff by AMHS Project Management Team. 17. Assists in ensuring that policymakers, managers, and users understand project assumptions, risks and impacts, and keeps them informed of plans, progress, and changes to maintain continued support. 18. Assists in facilitating team building and sharing of ideas within the context of the project scope set forth in the project charter and agreed upon strategies to mitigate project risk. 19. Assists in holding Project Management Team members accountable for responsibilities and verifies progress. 20. Assists in the balancing of expectations and resources. 21. Assists in maintaining appropriate project and budget documentation.
Page 62 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
22. Makes presentations, writes reports, and responds to questions involving all aspects of the project. 23. Provides consultation, upon request, in the areas of relational database functionality and performance, system architectures, network and telecommunication issues, software and hardware performance evaluation, deployment strategies, system design techniques, system integration methodologies, data conversion practices and migration from a proprietary environment to an open system architecture and other needs that may be identified to support the AMHS Project Director. 24. Provide the AMHS Project Director with travel information and an agenda of any needed meetings or site visits at least 14 days in advance, so that arrangements can be made for personnel to be available.
5.08 Responsibilities of the AMHS Project Director
The AMHS Project Director, or designee, will serve as a liaison between the Successful Offeror, Reservations System Contract Project Consultant, AMHS personnel, vendors, clients and other partners and users. The AMHS Project Director will identify key State personnel or other providers who will be available to answer questions for the Successful Offeror. The standard State responsibilities for all phases of this project are:
1. Review, approve or disapprove the proposed format and content of all tasks and deliverables. 2. Review and approve all deliverables and provide written comments to the Successful Offeror within ten (10) business days of receipt. 3. Attend weekly status meetings with the Successful Offeror to review progress against the work plan, discuss outstanding issues, and address other relevant topics. (Some meetings may be held by teleconference.) 4. Review and approve written status reports and quarterly Project Management Plan Updates. 5. Monitor contractor’s progress against the approved Project Management Plan.
5.09 General Approach to Deliverables
1. Each deliverable must be submitted by the Successful Offeror in an electronic format using a common Microsoft Office application, in a version specified by the AMHS Project Coordinator. Electronic format will allow multiple reviewers to affix their comments to the document. 2. In the Project Management Plan, the Successful Offeror must allow a minimum of ten (10) business days per deliverable for AMHS review. The time allotted for AMHS review will necessarily increase if deliverables are more than one hundred (100) pages or considered complex, as determined by the AMHS Project Director. 3. Upon completion of the deliverable review, the AMHS Project Director may accept, conditionally accept or reject the Successful Offeror’s deliverables. When deliverables are conditionally accepted or rejected, the AMHS Project Director will advise the Successful Offeror’s of the reason(s) for conditional acceptance or rejection. The Successful Offeror’s will then correct and resubmit the deliverables within three (3) business days, or within a time period agreed to by the AMHS Project Director. 4. AMHS will have an additional ten (10) business days, upon receipt, to review the revised deliverables. 5. Deliverables will be reviewed by AMHS and their acceptance will take the form of a written approval by the AMHS Project Director. A contract payment will only be authorized and made after the AMHS Project Director has provided written approval for the deliverable invoiced for. 6. The Successful Offeror’s shall participate in weekly status meetings with the AMHS Project Director to report/review progress in accordance with the approved Project Management Plan. The Successful Offeror’s must provide an agenda for the AMHS Project Director’s approval at least 24 hours prior to each weekly meeting. AMHS will monitor the Successful Offeror’s performance in terms of adherence to the deliverable completion dates identified in the approved Project Management Plan. Deliverable completion dates may be changed only with prior written approval by the AMHS Project Director. Successful Offeror requests for changes to deliverable completion dates must be made in writing, and authorization of any changes will only be valid if approved in writing by the AMHS Project Director.
Page 63 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
5.10 General Specifications
Licenses The successful offeror will be responsible for maintaining any licenses or certificates required for work under this contract.
Notice-to-Proceed The AMHS Project Director will issue sequentially numbered Notices-to Proceed (NTP) for all work under this contract. The Contractor shall not perform services or incur billable expenses except as authorized by an NTP.
Contract Amendments Should an NTP require a contract amendment, that contract amendment must be processed thorough the DOT&PF Statewide Procurement, Procurement Officer. The Successful Contractor will not commence additional work under that NTP until the Project Director, or designee, has secured a written contract amendment, approved by the DOT&PF Statewide Procurement, Procurement Officer.
Travel Reimbursement The State will reimburse the successful offeror for travel per the following criteria:
Airfare is limited to coach fare. Lodging will be reimbursed at actual cost. Reimbursement for meals will not exceed $60.00 per day. Rental vehicles are limited to standard size, make and model as opposed to premium options. Receipts must be provided with invoice for all travel expenses. Vehicle mileage reimbursement as of January 1, 2013 = $0.565/mile. Rates based upon State of Alaska, DOA, Finance website: http://doa.alaska.gov/dof/travel/resource/POV_Rate_Table.pdf All travel costs must be shown as separate line items on the invoice. Any travel must comply to the greatest extent possible with the following State of Alaska Travel policies: http://doa.alaska.gov/dof/manuals/aam/resource/60t.pdf
Monthly Invoices The monthly billing shall estimate the percent of the services that are complete to date, for that period of performance of the contract. The State reserves the right to request copies of payment documents.
Each invoice must: Reference the Contractor name, Reference the Contract number, Itemize the contract services provided by Deliverable Task #, Identify the AMHS Vessel or location for which the hardware, software or service is provided, Include the Contractor’s signed certification that the amount invoiced is for the services described in the Section 5.02 Deliverables during the period invoiced.
Page 64 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
6. SECTION SIX PROPOSAL FORMAT AND CONTENT
IMPORTANT >>>>>> Please read Section Six carefully and respond appropriately.
6.01 Proposal Format and Content The state discourages overly lengthy and costly proposals, however, in order for the state to evaluate proposals fairly and completely, offerors must follow the format set out in this RFP and provide all information requested. An offeror’s failure to do so may cause the proposal to be determined to be non-responsive and the proposal may be rejected. Electronic technical and cost proposal files on the CD provided must not each exceed 10MB.
Maximum Email Attachment Size Please note that the maximum size of a single email (including all text and attachments) that can be received by the state is 20MB (megabytes).
Please provide responses to all RFP Sections in a logical manner that is easy to follow, such as:
5.02.1 Project Management - 5.02.1.1 WBS Vendor’s Response as to how they meet this requirement.
5.04.2 Objectives - 5.04.2.1 Ease of Use Vendor’s Response as to how they meet this requirement.
5.04.3 Hosted Solution -5.04.3.1 Operating Environment Vendor’s Response as to how they meet this requirement.
6.02 Introduction Proposals must include the complete name and address of offeror’s firm and the name, mailing address, and telephone number of the person the state should contact regarding the proposal.
In a separate letter, proposals must confirm that the offeror will comply with all provisions in this RFP; and, if applicable, provide notice that the firm qualifies as an Alaskan bidder. Proposals must be signed by a company officer empowered to bind the company to all provisions of the RFP. An offeror's failure to include these items in their proposal may cause the proposal to be determined to be non-responsive and the proposal may be rejected.
6.03 Understanding of the Project Offerors must provide comprehensive narrative statements that illustrate their understanding of the requirements of the project and the project schedule.
6.04 Methodology Used for the Project Offerors must provide comprehensive narrative statements that set out the methodology they intend to employ and illustrate how the methodology will serve to accomplish the work and meet the state’s project schedule.
6.05 Deliverables / System Requirements Offerors must provide comprehensive narrative descriptions and screen prints that demonstrate how their System meets or exceeds each of the 5.02 System Management, Procurement, Installation & implementation, 5.04 System Requirements and the 5.04.3 Hosted Solution Requirements and the 5.04.4 Hardware & Peripheral Requirements and 5.04.5 Proposed Implementation Locations.
Page 65 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
6.06 Management Plan for the Project
Offerors must provide comprehensive narrative statements that set out the management plan they intend to follow and illustrate how the plan will serve to accomplish the work and meet the state's project schedule.
Describe the administrative and operational structures that will be used to perform the proposed contract work. For example, consider: Who will have overall responsibility for the contract? Who will have direct responsibility for specific disciplines? What will the lines of authority be? A graphic depiction may be helpful in response to this criterion. Additionally, the Contracting Agency may want to inspect work products in progress and have a close ongoing working relationship with Project Staff. Accordingly, responses should also identify how communications will be maintained between Project Staff, the Contracting Agency and others who may be involved in the implementation.
Describe the work to be performed by the individuals identified to perform essential functions and detail their specific qualifications and substantive experience directly related to the proposed contract. A response prepared specifically for this proposal is required. Marketing resumes often include non-relevant information which may detract from the evaluation of proposal. Focus on individual's specific duties and responsibilities and how project experience is relevant to the proposed scope of work in this RFP.
6.07 Experience and Qualifications
Offerors must provide an organizational chart specific to the personnel assigned to accomplish the work called for in this RFP; illustrate the lines of authority; designate the individual responsible and accountable for the completion of each component and deliverable of the RFP. (See Section 3.12 Contract Personnel).
Offerors must clearly provide evidence in writing, separate from any resumes, that they meet all of the minimum prior experience requirements listed in Section 2.08 Prior Experience. Offerors must also show evidence in writing of their experience with performing each Deliverable Task. The page location of that evidence must be shown on the Checklist.
Offeror must also provide evidence in writing of the following knowledge and experience: Demonstrate working knowledge of the following: of the Agile development methodology and how it is used in the common software development lifecycle. of regression testing methods. in writing a Functional Specification document. of Migration procedures for application code and data to production environments.
Additional evidence required in writing: The capability of providing the required services by possessing adequate available resources, including personnel, facilities, software development/customization services, hardware and equipment, support systems, organization structure, operation controls, quality controls, technical services, training support and other related factors.
Offerors must provide: 1) a narrative description of the organization of the project team, 2) a personnel roster that identifies each person who will actually work on the contract, 3) and provide the following information about each person listed: a. title, b. resume, (show relevant experience) c. location(s) where work will be performed, d. itemize the total cost and the number of estimated hours for each individual named above.
Page 66 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
While the staff hours can appear in the Technical Proposal, the cost cannot. No portion of the Cost Proposal shall be included within the body of the Technical Proposal.
Offerors must provide three (3) letters of reference, or just the reference contact information below for similar successfully operational projects the Offeror’s firm has completed, including: company name contact name(s) phone number(s) e-mail address(es) project name The references provided can be from any country the Offeror so chooses. It is the responsibility of the offer to provide the best references possible. This contact information must be provided in the Offeror’s proposal, as the references will be contacted by the Procurement Officer. If more than three (3) references are provided, the Procurement Office will choose which references to contact. Each of the three (3) references will be sent a questionnaire, in English, by the Procurement Officer. Per Section 7.07 Experience and Qualifications, up to 25 points will be available to award for each questionnaire returned. An Offeror's failure to include these items in their proposal may cause the proposal to be determined to be non-responsive and the proposal may be rejected.
6.08 Software Demonstration >>>>> VERY IMPORTANT<<<<<
The Software Demonstration is a required part of the RFP. Offerors failure to respond to the requirements of Section 5.05 Software Demonstration may cause their proposal to be determined to be non-responsive.
See Attachment #13 Software Demonstration Script and #14 Systems Requirements PEC Scoring Metrics Matrix.
6.09 Cost Proposal
Costs in the Cost Proposals must include all Direct, Indirect and Other Indirect Costs associated with the performance of the contract, including, but not limited to, total number of hours at various hourly rates, direct expenses, payroll, supplies, overhead assigned to each person working on the project, percentage of each person's time devoted to the project, and profit. Direct, Indirect and Other Indirect Costs do not need to be separately broken out. Submit only one Cost Proposal in a separate, sealed envelope, or as a separate electronic file. State whether this will be a perpetual license or will need to renewed annually.
Costs defined: Direct Costs are the hourly rates charged for each position Indirect Costs are the fringe benefits and overhead Other Indirect Costs include: equipment (company owned or rented) and reimbursable expenses (transportation, food and lodging, reproduction, etc.) – if not included in the Indirect Costs.
In the Cost Proposal, the cost for Deliverable #5.02.4 will be the Successful Offeror’s hourly rate for Interface Development work, times 500 Hours. The hours and total are for Evaluation Purposes Only, to award the Cost Points in Section 7.09, while the hourly rate will become part of the contract. The cost points in Section 7.09 will be awarded based upon the TOTAL PROJECT $ COST ALL DELIVERABLES for all years.
6.10 Evaluation Criteria >>>>> VERY IMPORTANT<<<<<
All proposals will be reviewed to determine if they are responsive. They will then be evaluated using the criterion that is set out in Section SEVEN, so please be sure they are clearly addressed in your proposal.
After receipt of the offeror’s proposal and before the Proposal Evaluation Committee meets, the Procurement Officer will e-mail the three (3) references provided by each offeror a questionnaire pertaining to the system they acquired from the offeror and its installation and implementation. The responses received by the Procurement
Page 67 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
Officer from the three (3) references provided by the offerors will be part of the evaluation process and scored under Section 7.07 Experience and Qualifications. If more than three (3) references are provided, the Procurement Office will choose which references to send the questionnaires to. Each questionnaire returned can be awarded up to 25 points by the Proposal Evaluation Committee members.
An evaluation may not be based on discrimination due to the race, religion, color, national origin, sex, age, marital status, pregnancy, parenthood, disability, or political affiliation of the offeror.
A proposal shall be evaluated to determine whether the offeror responds to the provisions, including goals and financial incentives, established in the request for proposals in order to eliminate and prevent discrimination in state contracting because of race, religion, color, national origin, sex, age, marital status, pregnancy, parenthood, or disability.
AUTOMATIC POINTS AWARDS PER OFFEROR'S SOLUTION OPTIONS QUESTION HOSTED TYPE OF SOLUTION OFFERED SECTION NUMBERS NUMBER SOLUTION OPTIONAL OFFERINGS BONUS POINTS 5.04.3.1.5 Operating Environment Record Sales 7.05 [b] 10 During Interruptions 5.04.3.3.7 User Interfaces Authentication 7.05 [c] 10 Services 5.04.3.3.8 User Interfaces Web Interface for 7.05 [d] 5 Mobile Devices 5.04.3.4.4 Systems Integration Customer Profile 7.05 [e] 10 Mgmt. System Interface 5.04.3.5.6 Data Storage Data Retention 7.05 [f] 5 5.04.3.7.1 Customer Profile & Res. Management 7.05 [g] 10 myAlaska Integration 5.04.3.7.5 Customer Profile & Res. Management 7.05 [h] 10 Measure Wait Times 5.04.3.7.7 Customer Profile & Res. Management 7.05 [i] 5 Lost Luggage Tracking 5.04.3.11.15 Tariff, Capacity Inv. Mgt. - Vehicle 7.05 [j] 20 List 5.04.3.11.19 Tariff, Capacity Inv. Mgt. Assign 7.05 [k] 5 Staging Lanes 5.04.3.11.21 Tariff, Capacity Inv. Management 7.05 [l] 5 Mobile Device Barcodes 5.04.3.14.2 Training (Online Training) 7.05 [m] 5 5.04.5.2 Other Hardware/Peripherals OPTION #1 7.05 [n] 5 Electronic Signature Capture 5.04.5.2 Other Hardware/Peripherals OPTION #2 7.05 [o] 5 Configurable Receipt Messaging 5.04.5.2 Other Hardware/Peripherals OPTION #3 Customer Self Service Device/Kiosk To Order 7.05 [p] 5 Merchandise thru Kiosk TOTAL POSSIBLE POINTS 115
Page 68 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
7. SECTION SEVEN EVALUATION CRITERIA AND CONTRACTOR SELECTION PROPOSAL EVALUATION FORM
All proposals will be reviewed for responsiveness and then evaluated using the criteria set out herein.
Person or Firm Name ______
Name of Proposal Evaluation (PEC) Member ______
Date of Review ______
RFP Number ______
EVALUATION CRITERIA AND SCORING
THE TOTAL NUMBER OF POINTS USED TO SCORE THIS PROPOSAL IS 1000
7.01 Understanding of the Project— 30 Points
Maximum Point Value for this Section - 30 Points 1000 Points x 3.0 Percent = 30 Points
Proposals will be evaluated against the questions set out below.
[a] How well has the Offeror demonstrated a thorough understanding of the purpose and scope of the project?
EVALUATOR'S NOTES ______
______
[b] How well has the Offeror identified pertinent issues, hurdles (5.02.9 Cutover) and potential problems related to the project?
EVALUATOR'S NOTES ______
______
[c] To what degree has the Offeror demonstrated an understanding of the deliverables the state expects it to provide?
EVALUATOR'S NOTES ______
______
[d] Has the Offeror demonstrated an understanding of the state's time schedule and can meet it?
EVALUATOR'S NOTES ______
Page 69 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
______
EVALUATOR'S POINT TOTAL FOR 7.01 ______
7.02 Methodology Used for the Project— 20 Points
Maximum Point Value for this Section - 20 Points 1000 Points x 2.0 Percent = 20 Points
Proposals will be evaluated against the questions set out below.
[a] How comprehensive is the methodology and does it depict a logical approach to fulfilling the requirements of the RFP?
EVALUATOR'S NOTES ______
______
[b] How well does the methodology match and achieve the objectives set out in the RFP?
EVALUATOR'S NOTES ______
______
[c] Does the methodology interface with the time schedule in the proposal?
EVALUATOR'S NOTES ______
______
EVALUATOR'S POINT TOTAL FOR 7.02 ______
7.03 Management Plan for the Project—30 Points
Maximum Point Value for this Section - 30 Points 1000 Points x 3.0 Percent = 30 Points
Proposals will be evaluated against the questions set out below.
[a] How well does the Project Management Plan, under Section 5.02.1, support all of the project requirements and logically lead to the deliverables required in the RFP?
EVALUATOR'S NOTES ______
______
[b] How well is accountability and organization of the project team completely and clearly defined?
EVALUATOR'S NOTES ______
______
[c] How well does the management plan illustrate the lines of authority and communication?
Page 70 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
EVALUATOR'S NOTES ______
______[d] Does it appear that Offeror can meet the schedule set out in the RFP?
EVALUATOR'S NOTES ______
______
[e] To what degree is the proposal practical and feasible?
EVALUATOR'S NOTES ______
______
EVALUATOR'S POINT TOTAL FOR 7.03 ______
7.04 System Management, Procurement, Installation, & Implementation - 158 Points
Maximum Point Value for this Section - 158 Points 1000 Points x 15.8 Percent = 158 Points
Proposals will be evaluated against the questions set out below.
[a] How clearly and completely has the Offeror addressed providing the deliverables listed under Section 5.02.1 – Management Plan? How well have they provided for each of the seven (7) Deliverables in this Section? (Possible 21 points) Points Awarded = ______
EVALUATOR'S NOTES ______
______
[b] How clearly and completely has the Offeror addressed providing the deliverables listed under Section 5.02.2 – Software Customization? How well have they provided for each of the seven (7) Deliverables in this Section? (Possible 21 points) Points Awarded = ______
EVALUATOR'S NOTES ______
______
[c] How clearly and completely has the Offeror addressed providing the deliverables listed under Section 5.02.3 – System Configuration/Localization/Features Development? How well have they provided for each of the five (5) Deliverables in this Section? (Possible 15 points) Points Awarded = ______
EVALUATOR'S NOTES ______
______
[d] How clearly and completely has the Offeror addressed providing the deliverables listed under Section 5.02.4 – Interface Development? How well have they provided for each of the two (2) Deliverables in this Section? (Possible 6 points) Points Awarded = ______EVALUATOR'S NOTES ______
Page 71 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
______
[e] How clearly and completely has the Offeror addressed providing the deliverables listed under Section 5.02.5 – Testing? How well have they provided for each of the three (3) Deliverables in this Section? (Possible 9 points) Points Awarded = ______
EVALUATOR'S NOTES ______
______
[f] How clearly and completely has the Offeror addressed providing the deliverables listed under Section 5.02.6 – Hardware & Software Procurement/Installation? How well have they provided for each of the seven (7) Deliverables in this Section? (Possible 21 points) Points Awarded = ______
EVALUATOR'S NOTES ______
______
[g] How clearly and completely has the Offeror addressed providing the deliverables listed under Section 5.02.7 – Report & Design Development? How well have they provided for each of the two (2) Deliverables in this Section? (Possible 6 points) Points Awarded = ______
EVALUATOR'S NOTES ______
______
[h] How clearly and completely has the Offeror addressed providing the deliverables listed under Section 5.02.8 – Training? How well have they provided for each of the four (4) Deliverables in this Section? (Possible 10 points) Points Awarded = ______
EVALUATOR'S NOTES ______
______
[i] How clearly and completely has the Offeror addressed providing the deliverables listed under Section 5.02.9 – Cutover? How well have they provided for each of the four (4) Deliverables in this Section? (Possible 12 points) Points Awarded = ______
EVALUATOR'S NOTES ______
______
[j] How clearly and completely has the Offeror addressed providing the deliverables listed under Section 5.02.10 – Post Implementation? How well have they provided for each of the four (4) Deliverables in this Section? (Possible 12 points) Points Awarded = ______
EVALUATOR'S NOTES ______
______
[k] How clearly and completely has the Offeror addressed providing the deliverables listed under Section 5.02.11– Support & Maintenance? How well have they provided for each of the five (5) Deliverables in this Section? (Possible 15 points) Points Awarded = ______EVALUATOR'S NOTES ______
Page 72 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
______
[l] Did the Offeror provide a copy of the Third Party Source Code Escrow Agreement that they plan to use for this contract per 5.02.12 Escrow Agreement and Attachment #5? (Possible 10 Points)
EVALUATOR'S NOTES ______
______
EVALUATOR'S POINT TOTAL FOR 7.04 ______
7.05 Functional & Technical Requirements – 135 Points
Maximum Point Value for this Section - 135 Points 1000 Points x 13.5 Percent = 135 Points
Proposals will be evaluated against the questions set out below.
[a] To what extent does the Offeror’s 5.04.3 Hosted Solution exceed the Functional & Technical Requirements of the following sections:
Section 7.05 (a) Functional & Technical Requirements (Up to two (2) points may be awarded HOSTED Points each, depending upon if, and how well the Offeror SOLUTION Awarded provided for these requirements below.) Section # Operating Environment 5.04.3.1 User Interfaces 5.04.3.3 Systems Integration/Interfaces 5.04.3.4 Data Storage 5.04.3.5 Information Integrity 5.04.3.6 Customer Profile and Reservation Management 5.04.3.7 Process Management 5.04.3.8 Form of Payment 5.04.3.9 eCommerce/Passenger Self-Service 5.04.3.12 Documents, User Support and Help 5.04.3.16 Question #7.05 (a) TOTAL Points Awarded
EVALUATOR'S NOTES ______
______
______
______
______
Section 7.05 [b] thru [p] Systems Requirements Optional Offerings Bonus Points
Page 73 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
Hosted Section Points 7.04 Per Section 5.04.3, did the Offeror provide for the Options shown to Points Question below under the respective sections: Award Awarded # (Circle Award) [b] 5.04.3.1.5 Operating Environment Record Sales During Interruptions 10 [c] 5.04.3.3.7 User Interfaces Authentication Services 10 [d] 5.04.3.3.8 User Interfaces Web Interface for Mobile Devices 5 [e] 5.04.3.4.4 Systems Integration Customer Profile Mgmt. System Interface 10 [f] 5.04.3.5.6 Data Storage Data Retention 5 [g] 5.04.3.7.1 Customer Profile & Res. Management myAlaska Integration 10 [h] 5.04.3.7.5 Customer Profile & Res. Management Measure Wait Times 10 [i] 5.04.3.7.7 Customer Profile & Res. Management Lost Luggage Tracking 5 [j] 5.04.3.11.15 Tariff, Capacity Inv. Mgt. - Vehicle List 20 [k] 5.04.3.11.19 Tariff, Capacity Inv. Mgt. Assign Staging Lanes 5 [l] 5.04.3.11.21 Tariff, Capacity Inv. Management Mobile Device Barcodes 5 [m] 5.04.3.14.2 Training (Comprehensive Online Training) 5 [n] 5.04.5.2 Other Hardware/Peripherals Electronic Signature Capture 5 [o] 5.04.5.2 Other Hardware/Peripherals Configurable Receipt Messaging 5 5.04.5.2 Other Hardware/Peripherals Customer Self-Service Device/Kiosk To Order [p] Merchandise thru Kiosk 5 TOTAL POSSIBLE POINTS 115 TOTAL OPTIONAL BONUS POINTS AWARDED 7.04 [b] - [p]
EVALUATOR'S POINT TOTAL FOR 7.05 ______
7.06 System Support & Maintenance – 20 Points
Maximum Point Value for this Section - 20 Points 1000 Points x 2.0 Percent = 20 Points
Proposals will be evaluated against the questions set out below.
Possible five (5) Points each below.
[a] Has the firm adequately answered the question: Once the system is in production, what is the turnaround time for getting “bugs” fixed (as they are resolved, or on a scheduled basis)? Points Awarded = ______
EVALUATOR'S NOTES ______
______
[b] Has the firm adequately answered the question: What is your criteria for determining the priority of bug fixes? Points Awarded = ______EVALUATOR'S NOTES ______
Page 74 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
______
[c] Has the firm adequately answered the question: What was the last enhancement/upgrade to your system and when did it occur? Points Awarded = ______
EVALUATOR'S NOTES ______
______
[d] Has the firm adequately answered the question: What planned enhancements/upgrades are currently being addresses or have been requested? Points Awarded = ______
EVALUATOR'S NOTES ______
______
EVALUATOR'S POINT TOTAL FOR 7.06 ______
7.07 Experience and Qualifications— 111 Points
Maximum Point Value for this Section - 111 Points 1000 Points x 11.1 Percent = 111 Points
Proposals will be evaluated against the questions set out below and questions asked of the three (3) references provided.
Questions regarding the personnel.
[a] Are resumes, or experience and education, complete and do they demonstrate backgrounds that would be desirable for individuals engaged in the work the project requires? (Possible 4 Points) Points Awarded = ______EVALUATOR'S NOTES ______
______
Questions regarding the firm.
Possible four (4) Points each below.
[b] To what degree does the Offeror have the requisite experience of successfully implementing an enterprise Reservation Management System per Section 2.08.C Prior Experience? Points Awarded = ______EVALUATOR'S NOTES ______
______
[c] Has the Offeror provided evidence that the proposed solution, including core software and functionality, has been commercially available for at least the last five (5) years per Section 2.08.D? Points Awarded = ______EVALUATOR'S NOTES ______
______
[d] To what degree does the Offeror have the requisite experience with the successful systems
Page 75 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
implementation where WAN communication between the host and client is accomplished in some client locations via wireless or satellite links, per Section 2.08.E Prior Experience? Points Awarded = ______EVALUATOR'S NOTES ______
______
[e] If a subcontractor(s) will perform work on the contract, how well do they measure up to the evaluation used for the Offeror? Points Awarded = ______
EVALUATOR'S NOTES ______
______
[f] Has the Offeror provided evidence in writing of working knowledge of the Agile development methodology and how it is used in the common software development lifecycle? Points Awarded = ______
EVALUATOR'S NOTES ______
______
[g] Has the Offeror provided evidence in writing of working knowledge of the regression testing method? Points Awarded = ______EVALUATOR'S NOTES ______
______
[h] Has the Offeror provided evidence in writing showing working knowledge, of a Functional Specification document? Points Awarded = ______
EVALUATOR'S NOTES ______
______
[i] Has the Offeror provided evidence in writing of working knowledge of the Migration procedures for application code and data to production environments? Points Awarded = ______
EVALUATOR'S NOTES ______
______
Page 76 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
Questions answered by the references:
Of the 116 Points in Section 7.05, Seventy-five (75) points will be available to award on the questionnaires returned from the 3 references.
Questionnaire #1 Points Awarded (Up to 25 Points possible) ______
Questionnaire #2 Points Awarded (Up to 25 Points possible) ______
Questionnaire #3 Points Awarded (Up to 25 Points possible) ______
EVALUATOR'S POINT TOTAL FOR 7.07 ______
7.08 Software Demonstration – 196 Points
Maximum Point Value for this Section - 196 Points 1000 Points x 19.6 Percent = 196 Points
[a] How well does the Offeror meet the Deliverable Objectives identified in RFP Section 5.04.2? Award up to Twelve (12) possible points. Points Awarded = ______
EVALUATOR'S NOTES ______
______
[b] Does the system offered have tutorials for functionality, support and learning, or will they be provided? How easy are they to use and do they meet the needs of the RFP? Award up to Five (5) possible points. Points Awarded = ______
EVALUATOR'S NOTES ______
______
[c] Is the system easy to query and perform system PDF downloads? Award up to Five (5) possible points. Points Awarded = ______EVALUATOR'S NOTES ______
______
Page 77 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
Section 7.08 Software Demonstration Scoring Metrics Matrix Attachment #14 Points Awarded Sailing Schedule and Points Awarded 6.08.5.1 Security 6.08.5.5 by Evaluator Route Management by Evaluator 6.08.5.1.1 6.08.5.5.1 6.08.5.1.2 6.08.5.5.2 6.08.5.1.3 6.08.5.5.3 6.08.5.1.4 6.08.5.5.4 6.08.5.1.5 6.08.5.5.5 6.08.5.1.6 6.08.5.5.6 6.08.5.1.7 6.08.5.5.7 6.08.5.1.8 6.08.5.5.8 6.08.5.1.9 6.08.5.5.9 6.08.5.1.10 6.08.5.5.10 6.08.5.1.11 6.08.5.5.11 6.08.5.1.12 6.08.5.5.12 6.08.5.1.13 6.08.5.5.13 6.08.5.1.14 6.08.5.5.14 6.08.5.1.15 6.08.5.5.15 6.08.5.2 Workflow -Bookings 6.08.5.5.16 6.08.5.2.1 6.08.5.5.17 6.08.5.2.2 6.08.5.5.18 6.08.5.2.3 6.08.5.5.19 Tariffs and Revenue 6.08.5.6 6.08.5.2.4 Accounting 6.08.5.2.5 6.08.5.6.1 6.08.5.2.6 6.08.5.6.2 6.08.5.2.7 6.08.5.6.3 6.08.5.2.8 6.08.5.6.4 6.08.5.2.9 6.08.5.6.5 6.08.5.2.10 6.08.5.6.6 6.08.5.2.11 6.08.5.6.7 6.08.5.2.12 6.08.5.6.8 6.08.5.2.13 6.08.5.6.9 6.08.5.3 Customer Notifications 6.08.5.6.10 Manifests and Post 6.08.5.7 6.08.5.3.1 Departure Control 6.08.5.3.2 6.08.5.7.1 6.08.5.3.3 6.08.5.7.2 6.08.5.3.4 6.08.5.7.3 Customer Relations 6.08.5.4 6.08.5.7.4 Management (CRM) 6.08.5.4.1 6.08.5.7.5 6.08.5.4.2 6.08.5.7.6 6.08.5.4.3 6.08.5.7.7 6.08.5.4.4 6.08.5.7.8 Reports and Financial 6.08.5.4.5 6.08.5.8 Controls 6.08.5.4.6 6.08.5.8.1
Page 78 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
6.08.5.4.7 6.08.5.8.2 6.08.5.4.8 6.08.5.8.3 6.08.5.4.9 6.08.5.8.4 6.08.5.4.10 6.08.5.8.5 6.08.5.8.6 6.08.5.8.7 6.08.5.8.8 Total Points TOTAL ALL 6.08.5 POINTS for SECTION 7.08 Highly Advantageous = 2 Points Advantageous = 1 Points Unacceptable = 0 Points
EVALUATOR'S POINT TOTAL FOR 7.08 ______
7.09 Contract Cost — 300 Points
Maximum Point Value for this Section - 300 Points 1000 Points x 30 Percent = 300 Points
Overall, a maximum of 30 percent of the total evaluation points will be assigned to cost.
Converting Cost to Points
The lowest cost proposal will receive the maximum number of points allocated to cost. The point allocations for cost on the other proposals will be determined through the method set out in Section 2.16.
EVALUATOR'S POINT TOTAL FOR 7.09 ______
7.10 Not Used
EVALUATOR'S COMBINED POINT TOTAL FOR ALL SECTIONS ______
Page 79 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
8. SECTION EIGHT ATTACHMENTS
8.01 Attachments
Attachments
1. Proposal Evaluation Form 2. Checklist 3. Cost Proposal 4. RFP Offeror Certification Form
Attachments Separate From the RFP
1. Required Contract Provisions for Federal-Aid Contracts 2. Notice of Intent to Award FORM (Example) 3. Standard Agreement Form (Example) 4. myAlaska Architecture 5. Escrow Agreement (Example) 6. AMHS State Terminal Map 7. High Level Requirements Checklist 8. DOT&PF ASD IS Software Standards Memo 9. SOA IT Password Policy 10. USCG eData Submission Requirements 11. SOA System Architecture 12. 4 AAC 59 Archives 13. Software Demonstration Script 14. Software Demonstration Scoring Matrix
Page 80 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
CHECKLIST (Please Return)
IMPORTANT NOTE TO OFFERORS: This checklist is provided to assist Offerors and the Procurement Officer in addressing and/or locating specific requirements identified in the RFP for the Offeror’s proposal. Offerors must complete and return this form or they may be considered Non-Responsive. There may be additional requirements beyond those listed on this checklist. Offerors are responsible for thoroughly reviewing the RFP to make sure that they have met all the requirements and have provided all necessary information.
Completion of this form does not guarantee a declaration of responsiveness.
Offeror Name______Proposal Page number(s) where evidence has RFP #2514S016 Requirements Checklist been provided 1 original and 4 copies, plus one (1) CD of proposal per Sec. 1.01 - OR - electronic copy via E-mail, per size requirement Section 6.01. The complete name and address of Offeror’s firm and the name, mailing & email address, and telephone number of the person the state should contact regarding the proposal per Section 6.02 Offeror's certification per Section 1.05 - Foreign work list Human Trafficking certification provided per Section 1.06 Proposal not qualified or restricts the rights of the state per 1.12 Offeror listed Subcontractor information per Section 1.15 Offeror listed Joint Venture information per Section 1.16 Offerors certification per Section 1.17 Conflict of Interest Statement per Section 1.18 Read Federal Requirements & Attachment #1 per Section 1.25 Authorized Letter/Signature per Section 2.01 Minimum Prior Experience per Section 2.08 Vendor Tax ID per Section 2.10 Certification complies with Fed. laws, regulations. Section 2.12 Responded to Deliverable Requirements Section 5.02 Work Breakdown Structure per Section 5.02.1.1 Hardware & Software Environmental Specifications per 5.02.1.2 System Architecture Diagram per 5.02.1.3 Change Control Management/Communication Plan per 5.02.1.4 Hardware Subcontractor List per Section 5.06.6 Beta Test Kiosk Subcontractor list per Section 5.02.6 Future Kiosk Subcontractor list per Section 5.02.6 Question answered on project hurdles per 5.02.9 Provided Hosting, Support & Maintenance Plan per 5.02.11 Provided Sample Service Level Agreement per Section 5.02.11 Answered the four questions per 5.02.11 Provided Third Party Source Code Escrow Agreement per 5.02.12 Responded to System Requirements Section 5.04 Responded to Hosted Solution Requirements Sec. 5.04.3 Provided Security PCI Certification Evidence per 5.04.3.2.2 Provided location of 24/7 Help Center per 5.04.3.16.2 Provided HOSTED Solution Checklist Section 5.04.3
Page 81 Revised 06/13 STATE OF ALASKA AMHS Hosted Reservations and Passenger Self- RFP No. 2514S016 Services System Acquisition and Implementation
Responded to Hardware Requirements Section 5.04.4 Provided evidence of equivalency to HP Slate 500 per 5.04.4.2 Provided Kiosk technical specifications per Section 5.04.5 Responded to Software Demonstration Section 5.05 Project Understanding Narrative provided per Section 6.03 Project Methodology Narrative provided per Section 6.04 Deliverables / System Requirements Narrative per Section 6.05 Management Plan Narrative provided per Section 6.06 Organizational Chart/Experience of Personnel per 5.02.1.5 & 6.07 working knowledge demonstrated in the four areas per 6.07 Offerors experience and qualifications per Section 6.07 Section 6.07 Provided Three (3) Letters of Reference One (1) copy of Cost Proposal Worksheet in sealed separate envelope or separate file per Section 6.09 Evaluation Criteria Section 6.10 Attachment #12 completed & returned Signed/Returned RFP Offeror's Certification form An Excel version of this spreadsheet is available from the Procurement Officer upon request.
Page 82 Revised 06/13 RFP #2514S016
RETURN THIS SIGNED OFFEROR’S CERTIFICATION FORM TO THE ISSUING OFFICE AT:
Department of Transportation & Public Facilitie s Statewide Contracting & Procurement P.O. Box 112500
(3132 Channel Drive, Suite 300) Juneau, Alaska 99811-2500
THIS IS NOT AN ORDER DATE RFP ISSUED: January 31, 2014
RFP TITLE: AMHS Hosted Reservation & Passenger Self-Services System Acquisition & Implementation
Offerors must submit one (1) original and four (4) copies of their proposal, in writing, to the procurement officer in a sealed envelope, plus one (1) CD inclusive of both the technical and cost proposal, or electronic copy via email. Submit only one copy of the Cost Proposal in a separate sealed envelope. This form will be submitted as part of the proposal.
IMPORTANT NOTICE: If you received this solicitation from the State’s “Online Public Notice” web site, you must register with the Procurement Officer listed on this document to receive subsequent amendments. Failure to contact the Procurement Officer may result in the rejection of your offer. OFFEROR’S NOTICE: By signature on this form, the Offeror certifies that they have read the RFP and meet the requirements of the following non-inclusive RFP sections and have provided the required information in their proposal:
Section 1.04 Budget Section 1.24 Federal Requirements Section 1.05 Location of Work Section 2.01 Authorized Signature Section 1.06 Human Trafficking Section 2.04 Amendments to Proposals Section 1.07 Assistance to Offerors With a Disability Section 2.05 Supplemental Terms and Conditions Section 1.08 Required Review Section 2.08 Prior Experience Section 1.09 Questions Received Prior to Opening of Proposal Section 2.12 Alaska Business License and Other Licenses Section 1.10 Amendments Section 2.19 Failure to Negotiate Section 1.11 Alternate Proposals Section 2.21 Protest Section 1.12 Right of Rejection Section 3.03 Standard Contract Provisions Section 1.13 State Not Responsible for Preparation Costs Section 3.06 Insurance Requirements Section 1.14 Disclosure of Proposal Contents Sections 6.01 – 6.10 Proposal Format and Content Section 1.15 Subcontractors Sections 7.01 – 7.08 Evaluation Criteria Section 1.16 Joint Ventures Mandatory Return RFP Amendments Section 1.17 Offeror’s Certification Section 1.18 Conflict of Interest
Please Note: This form does not take the place of the required letter noted in RFP Section 2.01 Authorized Signature.
______Company Name Authorized Signature
Date ______Printed Name ______
Page 83 RFP #2514S016 COST PROPOSAL - AMHS Reservations & Passenger Self Services System Acquisition & Implementation Year #1 Year #2 Year #3 Year #4 Year #5 Year #6 Year #7 Year #8 Year #9 Year #10 Total $ Cost by Deliverable # Deliverable Name Implementation COSTS Costs Costs Costs Costs Costs Costs Costs Costs Costs Costs Deliverable 5.02.1 Project Management - Sub -Total $0.00 5.02.1.1 Work Breakdown Structure 5.02.1.2 Hardware & Software Environment Specifications 5.02.1.3 System Architecture 5.02.1.4 Change Control Management/Communication Plan 5.02.1.5 Project Organization Chart 5.02.1.6 Final Implementation Plan 5.02.1.7 Biweekly Implementation Status Reports 5.02.2 Software Customization System Configuration/Localization/Features Development - 5.02.3 Total 5.02.4 Interface Development - Total *Interface Development Cost Estimate H o u r l y R a t e: $ ______X 500 H o u r s = $ 5.02.4 Total Above 5.02.5 Testing - Total 5.02.6 Hardware and Software Procurement / Installation - Total 5.02.7 Report Design and Development - Total 5.02.8 Training - Total 5.02.9 Cut-over - Total 5.02.10 Post Implementation - Total Sub-Total 5.02.1 to 5.02.10 $0.00 $0.00 5.04.3 HOSTED (SaaS) SOLUTION ANNUAL COST $0.00 5.02.11 Support and Maintenance - Annual Costs $0.00 5.02.12 Software Source Code Escrow Agreement(s) Costs $0.00 TOTAL PROJECT $ COSTS ALL DELIVERABLES $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 $0.00 (Sub-Total 5.02.1 to 5.02.10) + 5.04.3 + 5.02.11 *The Total Cost for 5.02.4 Interface Development Cost Estimate and hours shown will be used for Evaluation Purposes Only to award the Cost Points in Section 7.08, while the hourly rate will become part of the contract. THIS SECTION MUST ALSO BE COMPLETED AND PROVIDED Deliverable # Hardware & Software Procurement (and Support Hardware If Part Number of $ Cost 5.02.6 Required) (See Specifics #5.04.4) Brand Name Number Units Each Total $ Costs Item #1 F.S. Kiosk - Interior 5 $0.00 Item #2 F.S. Kiosk - Exterior 5 $0.00 Item #3 Counter Top Kiosk - Interior 2 $0.00 Item #4 Printers 59 $0.00 Item #5 Scanners 48 $0.00 Item #6 Payment Card Readers 58 $0.00 Item #7 Electronic Signature Capture Device 48 $0.00 Item #8 Mobile System Interface Device 22 $0.00 Item #9 Shipping Cost to AMHS Ketchikan, AK TOTAL 247 $0.00 (Add additional lines for any Support Harware, if required) $0.00 (If necessary attach additional sheet) $0.00 TOTAL $ COST ALL HARDWARE, PERIPHERAL & SUPPORT HARDWARE REQUIRED (Include in 5.02.6 above) >>>>>>>>>>>>>>>>>>>>>>>>>>>> $0.00 NOTE: The Cost Points in Section 7.09 will be awarded based upon the TOTAL PROJECT $ COST ALL DELIVERABLES for all years. NOTE: Per Section 2.11 F.O.B. Point - All prices offered must include the delivery costs to the AMHS Headquarters in Ketchikan, Alaska. Page 84