HomeMy WebLinkAbout20170727Attachment 17D (RFP Statement of Work).pdfAvista Corporation
East 1411 Mission Ave.
Spokane, WA 99202
ATTACHMENT A
STATEMENT OF WORK
TO RFP NO. R-40368
FOR (i) IMPLEMENTATION OF RESPONSIVE WEB
FUNCTIONAL DESIGN
AND (ii) SYSTEM ARCHITECTURE
TECHNICAL DESIGN AND DEPLOYMENT
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Avista Corporation
East 1411 Mission Ave.
Spokane, WA 99202
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Statement of Work
Request for Proposal Avista Contract No. R-40368
Contents
1 BACKGROUND ......................................................................................................................................... 3
1.1 Project Introduction ............................................................................................................................ 3
1.2 Current Website .................................................................................................................................... 4
1.3 Website Statistics .................................................................................................................................. 4
1.4 Customer Satisfaction Surveys ........................................................................................................... 4
2 SERVICES .................................................................................................................................................... 5
2.1 Requirements Section .......................................................................................................................... 5
2.2 Section Requirements .......................................................................................................................... 6
2.2.1 Section 1 – Implementation of Responsive Web Functional Design ................................... 6
2.2.2 Section 2 – Sitecore 8.x System Architecture Technical Design and Deployment ............. 9
3 DIFFERENTIATORS ............................................................................................................................. 11
3.1 Responsive Web Technical Design and Implementation Service Inquiries .............................. 11
3.2 Sitecore 8.x System Architecture Technical Design Service Inquiries ....................................... 12
4. PROJECT SCHEDULE AND RESOURCE PLAN .......................................................................... 13
5. SERVICES PRICING .............................................................................................................................. 14
5.1 Services and Pricing ........................................................................................................................... 14
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Avista Corporation
East 1411 Mission Ave.
Spokane, WA 99202
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Statement of Work
Request for Proposal Avista Contract No. R-40368
1 BACKGROUND
1.1 Project Introduction
Avista is seeking a consultant to (1) implement Avista’s functional design of its new customer-facing
responsive web solution and (2) design and implement a Sitecore 8.x 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.
1.2 Current State.
This Project is based on a recent engagement with a third party provider who completed Avista’s
user experience functional design, customer facing responsive web future state architecture blueprint
and an implementation roadmap as further described in the attached Appendices A-I. The Project
is being implemented in phases and during the course of time, information and materials have
changed. Such changes have affected the overall direction and technical platform of the Project.
The Appendices below may contain information that is outdated or no longer relevant to the current
requirements but in the interest of transparency, the documents have been provided in order to
share all information that has been acquired, to date.
Appendix A: Web Redesign Project Roadmap Overview
Appendix B: Functional Requirements
Appendix C Intentionally Omitted
Appendix D: User Experience Functional Design; Appendix E: Future State Architecture
Blueprint
Appendix F: Customer Experience Detailed Design (Transaction Process Flows)
Appendix G: Content Style Guide
Appendix H: Accessibility Approach
Appendix I: Content Matrix (Site Map)
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 responsive web site(s) (responsive design);
Increase choices and channels;
Educate and empower Avista customers through responsive web channels;
Drive self-service adoption to increase customer use of its responsive web site(s) and reduce
Avista’s operational costs;
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East 1411 Mission Ave.
Spokane, WA 99202
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Statement of Work
Request for Proposal Avista Contract No. R-40368
Improve overall navigation of the responsive web site(s);
Update the look and feel of the overall responsive web site(s) to align with Avista’s new
visual design;
Drive brand awareness and loyalty through a dynamic responsive web experience.
Avista’s responsivce website 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,
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. Complete
access to this type of data will be made available to the selected Bidder. Approximately 28% of
Avista’s customer base use the Responsive Website 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:
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East 1411 Mission Ave.
Spokane, WA 99202
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Statement of Work
Request for Proposal Avista Contract No. R-40368
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.
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 provider who completed a functional
design, future state architecture blueprint, and implementation roadmap for the redesign of its
customer-facing Website (Appendix A-I). Avista is seeking services for the implementation of its
functional design and future state architecture blueprint as attached in Appendices A-I.
Requirements include the following:
Section 1 – Implementation of Responsive Web Functional Design; and
Section 2 – Design and implementation of Sitecore 8.x System Architecture.
Bidders must provide a bid proposal for both requirements stated above.
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East 1411 Mission Ave.
Spokane, WA 99202
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Statement of Work
Request for Proposal Avista Contract No. R-40368
2.2 Section Requirements
The following are requirements that must be included as part of this RFP. Please describe how
your firm will meet the following requirements:
2.2.1 Section 1 – Implementation of Responsive Web Functional Design
ID# Section 1 Requirements Bidder Response
S1-003
Implement CMS (Sitecore)
Implement 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 and email CMS.
S1-004
Implement Search Usability
Implement effective and fast search functionality.
Make search consistent and accurate, as well as easier
to manage for non-IT users. Sitecore 8.x
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 Sitecore 8 capabilities and
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
Implement trackable rror handling messaging for core
system and services to be more customer oriented and
to allow the customer to recover from errors without
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East 1411 Mission Ave.
Spokane, WA 99202
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Statement of Work
Request for Proposal Avista Contract No. R-40368
going out of channel.
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 Design Validation
Validate the existing design of the “My Account”
section of the web site to ensure user-friendly billing
and energy management dashboards. This includes
integration with 3rd party visual representations of
energy usage and management tools (Aclara).
S1-015
Validate and complete visual designs
S1-017
Enhanced Alerts/Broadcast Messages
Enable scrolling alerts to users in the event of
emergencies.
S1-019
Validate Navigation Redesign
Validate proposed sitemap for Avistautilities.com for
improved customer experience and adoption by
making the site more logical and easier to use.
S1-020
Proactive Account Communications
Support the ability to communicate to a customer
important pending or approaching information about
their account that allows them to take action. For
example, customer is late on bill, present the ability to
sign up for payment arrangements via self-service
capabilities.
S1-022
Validate Start/Stop/Transfer Service Usability
Validate the design of the Start/Stop/Transfer service
process to ensure intuitive process that provides
improved customer experience and reduces calls to
Customer Service Representatives.
S1-023
Enhanced Password Setup and Help
Provide password constraints under the password
field. Provide capability to communicate the policy
requirements and strength of user’s password as the
user is setting up their password. Provide capability
to allow user to setup 3 secret questions/answers for
self-service reset functionality.
S1-026 Social Media Integration
Provide ability to show live feed of social media.
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Spokane, WA 99202
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Statement of Work
Request for Proposal Avista Contract No. R-40368
S1-032
CMS Operational Model
Bidder shall work with Avista to define and document
the business process and ongoing customer 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 Sitecore 8.xSitecore 8.x.
S1-34
Application Lifecycle Management (ALM)
Bidder shall work in an Agile ALM model that
includes daily gated code check in (gate includes
automated unit and qa test pass), automated build and
deployment, automated unit and regression test using
test driven development methodology and tools.
S1-035
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.
S1-036
Customer Experience Implementation
Bidder shall work with Avista to implement functional
design throughout a responsive web solution using
Sitecore 8.x.
S1-037 Tealeaf Integration and Implementation
Support IBM’s system integration of Avista’s Tealeaf
platform and implement Tealeaf integration to
Sitecore’s digital analytics platform.
S1-038 Design and Implement Web Analytics and Meta-
Tagging
Implement the Sitecore 8.x Sitecore 8.xanalytics
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 responsive web.
S1-041 SEO
Implement support for Search Engine
Optimization.
S1-043
UX and Transactional Automated Regression
Testing
Support the development of UX and Transaction
automated unit tests, using test driven development
tools and techniques and automated regression test
scripts using Team Foundation Server and MSFT Lab
Management via the Avista QA Test Lab for all
responsive web platforms.
S1-044 Interface and Support Systems Integration
Activities
Work with Avista Web Integration Development
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Spokane, WA 99202
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Statement of Work
Request for Proposal Avista Contract No. R-40368
teams to implement interface to Avista supplied
integrations for all backend custom and commercial
systemsas described in the Future State Architecture
Blueprint (Appendix E). Support the development of
System Integration Test plans via the Avista QA Test
Lab.
S1-045 Testing Activities
Develop test plans to support automated test driven
development unit tests, system test, systems
integration testing (SIT), user acceptance testing
(UAT), and performance testing of responsive web
platform. Work with Avista to develop automated
test driven developed unit tests, test scripts, and
providing support to internal Avista Web Integration
teams for systems integration testing. Support the
development of UX and transactional automated unit
tests using test driven development tools and
teqniques, 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
performed and managed by Avista Personnel.
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 subsequent to
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 – Sitecore 8.x System Architecture Technical Design and Deployment
ID# Section Requirements
S2-001
Design Workshop Activities
Provide a certified Sitecore 8.x Solutions Architect to
be onsite and conduct a series of system architecture
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
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Statement of Work
Request for Proposal Avista Contract No. R-40368
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 Sitecore 8.x 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 Sitecore 8.x platform services and
critical monitoring points within the system.
S2-006
Sitecore Deployment and Initial Configuration
Work with Avista to install and configure Sitecore 8.x
to include preparing the servers, creating the content
farm, configuring settings, services, account
permissions and security settings, and enabling all
Sitecore 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. Systems include
development and unit test, QA and Model Office
(staging), and pre-production enviorments.
S2-007
Testing Activities
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 responsive
webplatform system infrastructure and its
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Statement of Work
Request for Proposal Avista Contract No. R-40368
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 Responsive Web Technical Design and Implementation Service Inquiries
Bidders must provide a response to the following inquires:
Inquiry Response
1. What is your experience with Microsoft
Team Foundation Server (TFS) , Microsoft
Test Manager (MTM), and Microsoft Lab
Manager (MLM.)
2. Explain your approach and process to
perform quality assurance, test driven
development, automated unit and
regression tests, automated stress and
performance test, automated system
integration test and user acceptance testing.
3. Describe your versioning methodology and
branch process, including A/B versioning
process.
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Statement of Work
Request for Proposal Avista Contract No. R-40368
4. 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.)
Describe your proposed staffing
and effort levels (Bidder and client)
to meet milestones
Identify staffing work locations,
on-site vs. off-site, on-shore vs.
off-shore
5. Provide your overall recommended project
plan.
6. Describe your Staffing and Leadership for
your implementation team. Describe your
staffing requirements for Avista’s teams.
3.2 Sitecore 8.x System Architecture Technical Design Service Inquiries
Bidders must provide a response to the following inquires:
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Statement of Work
Request for Proposal Avista Contract No. R-40368
Inquiry Response
1. Describe your System Architecture Design
Process for implementing Sitecore 8.x
platform.
2. Describe your experience supporting Sitecore
implementations using cloud infrastructure
services including both PaaS (IIS as a service
and SQL Server as a service) as well as IaaS
examples.
3. Describe your experience in designing high
availability and disaster recovery solutions for
Sitecore 8.x. Include your experience
configuring SQL Server 2012 AlwaysOn
Availability Groups as well as high availability
via SQL Server as a service.
4. PROJECT SCHEDULE AND RESOURCE PLAN
4.1 Please provide a proposed Project plan with completion times or milestones for the
tasks identified and based on the information provided in this RFP SOW.
4.2 Please provide a proposed resource/staffing plan that includes role definitions,
manpower requirements for each activity, hourly rates of each resource assigned to
the Project and expected time for completion.
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Statement of Work
Request for Proposal Avista Contract No. R-40368
5. SERVICES PRICING
5.1 Services and Pricing
Section Service Section Description Total T&M with NTE Fixed
Hourly
Rate
No. of
Hours $
Due Diligence and Requirements Analysis
Validate and complete visual designs and UX
Technical Design and Architecture (applications and
infrastructure)
Development, Configuration, Infrastructure Build
Testing Planning and Preparation
Unit Testing
User Acceptance Testing
Performance Test, Planning and Execution
Training
System Architecture Deployment
Deployment Support
Warranty
Project Management
$ $
Total $ $
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Statement of Work
Request for Proposal Avista Contract No. R-40368
5.2 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 $ $
[END OF RFP STATEMENT OF WORK SECTION]
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