HomeMy WebLinkAbout20170727Attachment 17C (RFP Statement of Work).pdfATTACHMENT A
SCOPE OF SERVICES
TO RFP NO. R-39806
FOR (i) IMPLEMENTATION OF WEB
AND MOBILE FUNCTIONAL DESIGN
AND (ii) SYSTEM ARCHITECTURE
TECHNICAL DESIGN AND DEPLOYMENT
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Scope of Services for Implementation of Web and Mobile Functional Design and Futures State Architecture Blueprint
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Statement of Work
Request for Proposal Avista Contract No. R-39806
Contents
1 BACKGROUND ......................................................................................................................................... 3
1.1 Project Introduction ............................................................................................................................ 3
1.2 Current Website .................................................................................................................................... 3
1.3 Website Statistics .................................................................................................................................. 4
1.4 Customer Satisfaction Surveys ........................................................................................................... 4
2 SERVICES .................................................................................................................................................... 5
2.1 Requirements Section .......................................................................................................................... 5
2.2 Section Requirements .......................................................................................................................... 5
2.2.1 Section 1 – Implementation of Web and Mobile Functional Design ................................... 5
2.2.2 Section 2 – SharePoint 2013 System Architecture Technical Design and Deployment ... 10
3 DIFFERENTIATORS ............................................................................................................................. 12
3.1 General Inquiries ................................................................................................................................ 12
3.2 Web and Mobile Technical Design and Implementation Service Inquiries .............................. 14
3.3 SharePoint 2013 System Architecture Technical Design Service Inquiries ............................... 16
3.4 References from Relevant Projects ............................................. Error! Bookmark not defined.
3.5 Bidder Addendum .............................................................................................................................. 16
5 SERVICES PRICING .............................................................................................................................. 17
5.1 Services and Pricing ........................................................................................................................... 17
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Statement of Work
Request for Proposal Avista Contract No. R-39806
1 BACKGROUND
1.1 Project Introduction
Avista is seeking a consultant to (1) implement Avista’s functional design of its new customer-facing
web and mobile solution and (2) design and implement a SharePoint 2013 system architecture in
accordance with Avista’s enterprise architectural blueprint as further described in this RFP (the
“Project”). This Project does not include post warranty support and ongoing maintenance of the
system. This Project is based on a recent engagement with a third party vendor who completed
Avista’s user experience functional design, customer facing web and mobile future state architecture
blueprint and an implementation roadmap as further described in the attached Appendices A-E as
follows:
Appendix A: Web Redesign Project Roadmap Overview
Appendix B: Functional Requirements
Appendix C: Mobile Direction Assessment Report
Appendix D: User Experience Functional Design; and
Appendix E: Future State Architecture Blueprint
The documents listed above shall be considered the confidential and proprietary information of
Avista and shall be subject to all confidentiality requirements as set forth in this RFP.
Avista’s objective of this Project is to improve the overall customer experience, more effectively
connect to customers via their preferred channels, increase customer self-service, and provide
customers choices in ways to do business with Avista. This Project is intended to move Avista’s
customer-facing website toward a more customer-focused design, utilizing current and projected
best practices to achieve the following Project goals:
Enhance the customer experience and satisfaction;
Make it easy for customers to do business with Avista;
Improve self-service functionality on Avista’s web and mobile site(s);
Increase mobile choices and channels;
Educate and empower Avista customers through web and mobile channels;
Drive self-service adoption to increase customer use of its web and mobile site(s) andreduce
Avista’s operational costs;
Improve overall navigation of the web and mobile site(s);
Update the look and feel of the overall web and mobile site(s) to align with Avista’s new
visual design;
Drive brand awareness and loyalty through a dynamic web and mobile experience.
Avista’s website and mobile applications are critical and important channels for Avista customers
who are interested in self-service capabilities.
1.2 Current Website
Avista’s Communication Department (“Communications”) is responsible for all content on the
Avista Utilities website (avistautilities.com) (“Website”), including the look and feel, navigation,
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Statement of Work
Request for Proposal Avista Contract No. R-39806
metadata, web analytics, search engine optimization and search engine placement. There are
approximately three (3) Avista designated content authors who are responsible for maintaining
individual pages, sections, and/or even whole sub-sites at Avista’s direction.
Transactions are located in the “My Account” area of the Website, where customers register and
login to perform many self-service functions, such as:
View an account summary (account balance, due date, amount due);
View their current bill and make a payment;
View payment and energy usage history;
Change account preferences (register for services/cancel services);
Open, close or transfer account;
Update e-mail or password;
Update e-mail preferences (where Avista sends e-mail notifications).
Avista’s Communications and Customer Service departments work collaboratively with Avista’s
Enterprise Technology (“ET”) group to maintain the Website. ET is responsible for all technology,
security, application development, infrastructure and daily maintenance of the Website.
1.3 Website Statistics
An average of 130,000 to 140,000 unique visits are recorded to the Website each month. Over 15%
of this traffic is through the mobile version of the Website. Complete access to this type of data will
be made available to the selected Vendor. Approximately 28% of Avista’s customer base use the
Website and mobile services as indicated below.
1.4 Customer Satisfaction Surveys
Avista conducts an online survey of its customers daily through a third party. According to the
survey results:
70% of respondents visit the site 1-3 times a month.
85% of respondents are residential customers.
Over 60% have been registered users on the site for over 1 year.
Respondents indicate the primary reason for their visits as follows:
50% pay bill
25% view billing/payment information
6% research energy savings information
5% research billing and payment options
3% update personal account information
2% start, stop or transfer their service
1% report or view outage information
8% conduct various other transactions or research.
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Statement of Work
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Over 70% of users indicate a high level of overall satisfaction with the Website. Long-term users of
the Website remain generally satisfied, rating us at a 77% satisfaction level, while new users of the
Website rate us significantly lower at 71%.
Over 80% of users are likely to visit the site again, and 68% are likely to recommend the site to
someone else.
68% of users indicate a high level of satisfaction with the ease of navigating the site, and locating
information.
70% of users indicate a high level of satisfaction with the overall “look and feel” of the Website.
70% of users indicate a high level of satisfaction with the variety, usefulness and convenience of
features on the Website, and the overall process for completing tasks and transactions.
An average of 14% of respondents state they are unsuccessful in completing their tasks, or finding
the content they need.
Avista is seeking to improve its customer satisfaction index as part of this project.
2 SERVICES
2.1 Requirements Section
Avista recently completed an engagement with a third party vendor who completed a functional
design, future state architecture blueprint, and implementation roadmap for the redesign of its
customer-facing Website (Appendix A-E). Avista is seeking services for the implementation of its
functional design and future state architecture blueprint as attached in Appendices A-E.
Requirements include the following:
Section 1 – Implementation of Web and Mobile Functional Design
Section 2 – Design and implement SharePoint 2013 System Architecture
Vendors must provide a bid proposal for both of the requirements Sections stated above.
2.2 Section Requirements
The following are requirements that must be included as part of this RFP. Please describe in detail
how your solution would include and meet the following requirements:
2.2.1 Section 1 – Implementation of Web and Mobile Functional Design
ID# Section 1 Requirements Vendor Response
S1-001
Customer Preferences
Create customer communications preference interface
to capture how Avista’s customers want to be
communicated to (e.g. web, email, text).
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Statement of Work
Request for Proposal Avista Contract No. R-39806
S1-002
SharePoint Training
Provide SharePoint 2013 training to business
stakeholders involved in operationalizing
avistautilities.com to understand its capabilities and
deliver the avistautilities.com experience to the market
effectively.
S1-003
Enhanced CMS
Enhance the current CMS to support operations
efficiency to include IT-free web forms, enhanced
page layouts, ability to embed videos, floating CMS
tools, ability to use graphics effects, email CMS, and
mobile CMS.
S1-004
Improved Search Usability
Make search more consistent and more accurate, as
well as easier to manage using OTB FAST (part of
SharePoint 2013) Design of IA, search taxonomy,
integration of taxonomy into CMS, search relevancy
tuning and customization to deliver specific results to
certain keywords.
S1-005
Enhanced Home Page Promotions
Refine the current process for enabling promotions
on the Home Page. This includes redefining CMS
process for adding promotions and defining links to
promotion landing pages that are “IT free”, enabling
Web Analytics tracking to track views and clicks to
track user behavior through the promotion
transaction process, and enable promotions to be
completed online.
S1-006
Targeted Marketing
Provide ability to educate users to other features and
programs (based on the features the customer is
currently using/not using). Enable permission
marketing, ability to create promotions within the ‘My
Account’ area, customized to customer based on
existing data using OTB SharePoint capability with
SharePoint workflows.
S1-007
Anonymous Personalization
Provide the ability for ‘Anonymous’ (unauthenticated)
personalization, based on last login.
S1-008
Address Entry Simplification
Simplify address entry to make it easier for the
customer and more intuitive. Applies to numerous
transactions on the web. Avista seeks simple entry,
parsed and validated through an address verification
services.
S1-009
Error Handling Usability
Rework error handling messaging for core system and
services to be more customer oriented and to allow
the customer to recover from errors without going
out of channel.
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Statement of Work
Request for Proposal Avista Contract No. R-39806
S1-010
Self-service Options Redesign
Reposition self-service options by category (currently
a portlet on the right side of the page).
S1-011
Customer Orientation
Reorient the web and mobile website content and
navigation from a product-centric perspective to a
customer-centric perspective.
S1-012
Segment by State
Provide the ability to target content to users by State
(Washington, Oregon, Idaho, Montana, and Alaska).
Segment registered and non-registered users by State
when a user arrives at the site.
S1-013
Enhanced Meta-tagging (Web Analytics)
Improve and employ best practices in page tagging to
enhance available website analytics to increase
operational efficiencies and improve intelligence for
fact-based decision making. Build the web analytics
metadata on the page/portlet templates to allow CMS
to apply the meta-data during page creation.
S1-014
My Account Page Redesign
Redesign the “My Account” page to be more user-
friendly by extending the dashboard, and making the
page more graphic oriented with increased visual
strength and high value capability.
S1-015
Sign In Box Usability
Redesign the Sign-in Box to make it more user-
friendly and intuitive for new users.
S1-016
Account Creation Help New Users
Provide higher level of help and better guidance to
new users for finding information and how to create a
new account.
S1-017
Enhanced Alerts/Broadcast Messages
Enable scrolling alerts to users in the event of
emergencies using OTB SharePoint capability. This
capability us currently enabled, however, Avista seeks
redesign to make it more impactful with the ability to
publish immediately.
S1-018
Optimize Content for Online
Move away from text heavy content and optimize
content for online.
S1-019
Navigation Redesign
Create a new sitemap for Avistautilities.com for
improved customer experience and adoption by
making the site more logical and easier to use.
S1-020
Proactive Payment arrangements
Provide ability to understand when a customer is
approaching the need to leverage payment
arrangements, and to present the customer with the
ability to sign up for payment arrangements via self-
service capabilities.
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Statement of Work
Request for Proposal Avista Contract No. R-39806
S1-021 Home Page Redesign
Redesign the homepage to make it more relevant to
the user. The page should be more oriented toward
helping users execute the top 3 transactions and be
more customer oriented.
S1-022
Start/Stop/Transfer Service Usability
Redesign the Start/Stop/Transfer service process to
be more intuitive to users to provide improved
customer experience and reduce calls to Customer
Service Representatives to perform the transaction.
S1-023
Enhanced Password Help
Provide password constraints under the password
field. Provide capability to communicate the policy
requirements and strength of user’s password.
S1-024
Hi/Low/Avg. Bill Info Location
Relocate High/Low/Avg. Bill information to suitable
location in the new site map. This information
currently resides in the My Account page with random
location.
S1-025
Text Styles
Revise text styles for improved customer experience
and usability. Declare font standards and styles for
the new web and mobile site.
S1-026 Social Media Integration
Provide ability to show live feed of social media.
S1-027
Web Alerts Redesign
Improve the visibility, usability and effectiveness of
the current My Account Web Alerts.
S1-028
Hi/Low/Avg. Bill Information By Electricity and
Gas
Improve the High/Low/Avg. clarity of information
to include whether it is electric, gas, or both.
S1-029
Improve Mobile Version of Website
Redefine avistautilities.com mobile website to make it
more usable, modern, and customer friendly using
SharePoint Mobile Website and Hybrid Apps –
SharePoint and a native shell for each mobile OS (e.g.
iOS and Android).
S1-030 Account Balance Redesign (mobile)
Simplify Account Balance page for mobile.
S1-031
Web Accessibility Evaluation and Design
Provide accessibility evaluation report and design
following industry standards and best practices for the
design of accessible websites using Microsoft
SharePoint 2013 technologies in compliance with, as a
minimum, the priority-1 checkpoints of Web Content
Accessibility Guidelines (WCAG) 1.0.
S1-032
CMS Operational Model
Vendor shall work with Avista to define and
document the business process and ongoing customer
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Statement of Work
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UX and content management processes.
S1-033
Content Management Technical Design
Work with Avista to provide technical design and
configuration required to enable Content
Management features in SharePoint 2013.
S1-034
Implement CMS in Avista QA Test Lab
Support the refinement of the technical architecture,
detailed component design, detailed solution plan,
development of a test plan for the implementation of
CMS in the Avista QA Test Lab.
S1-035
Content and Services Migration
Work with Avista to migrate content and services
(interface design supporting external systems
integration) from the legacy SharePoint 2010 platform
to the new SharePoint 2013 platform as required.
S1-036
Customer Experience Implementation
Vendor shall work with Avista to implement
functional design throughout the web and mobile
sites. Vendor shall work with Avista to develop an
Avista Brand and Content Style Guide for the Web.
Vendor shall implement UX and taxonomy for web
and m. and Hybrid mobile application (App).
S1-037
Portal, M.AvistaUtilities.com and Mobile
Application Design
Design iOS and Android Hybrid Shell Apps per
mobile assessment, m.au.com functional design and
Hybrid App functional design.
S1-038 Design and Implement Web Analytics and Meta-
Tagging
Provide SharePoint 2013 interface design and
integration to Avista’s new web analytics platform.
Apply web analytics tagging, implementation and test
of the web analytics platform.
S1-039 Create Web Pages in CMS
Support design, development, and test of creating UX
media and new pages in CMS for web and m. and
Hybrid mobile application (App).
S1-040 Mobile Development and Test
Support design, development, and test of m., iOS and
Android Hybrid Shell Applications, mobile UX and
Taxonomy.
S1-041 SEO
Implement support for Search Engine
Optimization.
S1-042 Develop and integrate one (1) iOS UX
Transaction
Work with Avista to integrate one iOS transaction UX
TBD (e.g. bill payment), and provide iOS interface
design, development, and test.
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Statement of Work
Request for Proposal Avista Contract No. R-39806
S1-043
UX and Transactional Automated Regression
Testing
Support the development of UX and Transaction
automated regression test scripts using Team
Foundation Server and MSFT Lab Management via
the Avista QA Test Lab for all web and mobile
platforms.
S1-044 Interface and Support Systems Integration
Activities
Work with Avista Web Integration Development
teams to implement interface to Avista supplied
integrations for all backend custom and commercial
systems. (as described in the Future State
Architecture Blueprint). Support the development of
System Integration Test plans via the Avista QA Test
Lab.
S1-045 Testing Activities
Develop test plans to support system test, systems
integration testing (SIT), user acceptance testing
(UAT), and performance testing of web and mobile
platforms. Work with Avista to develop automated
test scripts, and providing support to internal Avista
Web Integration teams for systems integration testing.
Support the development of UX and transactional
automated regression testing via Microsoft Team
Foundation Server (TFS) Lab Management in the
Avista QA Test Lab. Performance testing to include
testing of end-to-end transaction and page load
performance in Model Office using TFS.
Performance testing to be executed and managed by
consultant, User Acceptance Test (UAT) will be
preformed and managed by Avista Personal.
S1-046 Training and Knowledge Transfer
Execute written technical knowledge transfer and
training activities to Avista level 1.5 (non-ET), 2.0 and
3.0 teams. Level 1.0 end user training guides and
direct end user training not in scope.
S1-047 Warranty Support
Provide production support of implemented solutions
through a warranty period of 90 days post go-live. Go
live dates will be set based on User Acceptance
Testing (UAT) performed in Avista Staging
environment (Model Office).
2.2.2 Section 2 – SharePoint 2013 System Architecture Technical Design and Deployment
ID# Section Requirements
S2-001
Design Workshop Activities
Provide a certified SharePoint 2013 Solutions Architect
to be onsite and conduct a series of system architecture
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Statement of Work
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design workshops with Avista business, application,
data, and technology leads. The workshops should
cover Application and Infrastructure Requirements,
Capacity Planning and Analysis, and System
Architecture Design activities. Work with Avista
infrastructure and application teams to finalize a highly
available and scalable target system architecture design
for implementation in alignment with Avista’s future
state architecture blueprint (Appendix E) and Avista’s
current business, operational, and technical constraints,
standards, and or policies.
S2-002
System Architecture Design and Specifications
Document
Develop a comprehensive System Architecture Design
and Specifications Document that details the system
architecture and technical specifications including
derivation of specifications for infrastructure and
systems configuration of the target SharePoint 2013
system architecture design for implementation,
conforming to Avista’s Enterprise Architecture (EA),
or where needed, with proper change control and
follow-up documentation to original EA documents.
S2-003
Security Design
Work with Avista security systems engineering and IT
infrastructure and application leads to design an
identity management solution for implementation that
best aligns with Avista’s technology roadmap for
providing this capability.
S2-004
Disaster Recovery
Work with Avista to design a disaster recovery solution
for implementation that satisfies Avista’s defined
recovery objectives of 1-hour Recovery Point
Objective (RPO) and 4-hour Recovery Time Objective
(RTO).
S2-005
Health and Performance Monitoring
Identify critical monitoring points within the system
and work with Avista to configure System Center
Operations Manager 2012 (or current release) and
other systems as required to monitor health and
performance of the SharePoint 2013 platform services
and critical monitoring points within the system.
S2-006
SharePoint Deployment and Initial Configuration
Work with Avista to install and configure SharePoint
2013 to include preparing the servers, creating the
farm, configuring settings, services, account
permissions and security settings, and enabling all
SharePoint functional features as described in the
Future State Architecture Blueprint (Appendix E).
Configuration items must be identifiable and
repeatable. Work with Avista to identify configuration
management practices and policies.
S2-007 Testing Activities
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Statement of Work
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Work with Avista and develop test plans for
implemented systems to support system test, systems
integration testing (SIT), user acceptance testing
(UAT), and performance testing of web and mobile
platform system infrastructure and its configuration.
Work with Avista to develop and execute disaster
recovery test plan.
S2-008
Warranty Support
Provide production support of implemented systems
through a warranty period of 90 days post go-live. Go
live dates will be set based on User Acceptance Testing
(UAT) performed in Avista Staging environment.
3 DIFFERENTIATORS
3.1 General Inquiries
All Bidders must submit responses the following general inquiries to be considered a viable solution:
Inquiry Response
1. Do you provide any utility industry commercial
off the shelf native mobile applications?
2. Please discuss your Company strategic
roadmap.
3. How many full-time employees are in your
company?
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4. Has your company implemented any customer-
facing web and mobile sites for an energy
utility? Please describe.
5. Has your company implemented any customer-
facing web and mobile sites on a SharePoint
2013 platform? Please describe.
6. What critical success factors would you identify
as we implement a solution? What are key
things to look for or avoid in a solution?
7. Do you have a user's group?
8. Do you recommend a proof of concept or
limited pilot before a formal launch?
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9. Describe your Technical Training Methodology.
10. Describe the primary differentiators between
you and your primary competitors.
3.2 Web and Mobile Technical Design and Implementation Service Inquiries
Vendors must provide response to the following inquires in addition to Section 3.1 General
Inquires:
Inquiry Response
1. What is your experience with Microsoft
Team Foundation Server (TFS) source
control and lab management?
2. Explain your approach and process to
perform quality assurance, automated stress
and performance test, automated system
integration test and user acceptance testing.
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3.Describe your versioning methodology and
branch process, including A/B versioning
process.
4.Do you have experience with ID, WA, or
OR commission and State privacy
regulations and laws? If so explain.
5.Describe your recommended
implementation approach and schedule,
including:
Describe Software Delivery
methodology in detail, if multiple
approaches have been used, please
describe examples with pros and
cons.
Note: The Avista Web Integration
development teams practice Agile
Delivery via a formal Scrum
delivery process for custom and
commercial systems delivery.
Proposed staffing and effort levels
(Vendor and client) to meet
milestones
Identify staffing work locations,
on-site vs. off-site, on-shore vs.
off-shore
6.Describe your Staffing and Leadership for
your implementation team. Describe your
staffing requirements for Avista teams.
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Statement of Work
Request for Proposal Avista Contract No. R-39806
3.3 SharePoint 2013 System Architecture Technical Design Service Inquiries
Vendors must provide a response to the following inquires in addition to Section 3.1 General Inquires:
Inquiry Response
1. Describe your System Architecture Design
Process for implementing SharePoint 2013
platform.
2. Describe your experience supporting
SharePoint implementations using cloud
infrastructure services.
3. Describe your experience in designing high
availability and disaster recovery solutions for
SharePoint 2013. Include your experience
configuring SQL Server 2012 AlwaysOn
Availability Groups for a SharePoint farm.
3.4 Bidder Addendum
This optional section is intended to provide Avista with additional information. Bidders may use
this section to identify any points not previously covered that are deemed significant by the Bidder.
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Statement of Work
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4 SERVICES PRICING
4.1 Services and Pricing
Section Service Section Description Total T&M
with NTE
Fixed
1 Implementation of Web and Mobile Functional Design $ $
2 SharePoint 2013 System Architecture Technical Design
and Deployment $$
Total $$
Additional recommended items:
Item Service Description Total T&M
with NTE
Fixed
1 $ $
2 $ $
3 $ $
4 $ $
5 Estimated Expenses (including travel) $ $
Total for Additional Recommended Items $ $
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