Exhibit 1

Exhibit 1
Detailed Scope of Work including Questions and Required Narrative

Responses
Contents
1
Overview.............................................................................................................................. 3
1.1
ERP Acronyms..............................................................................................................3
1.2
ERP Project Background...............................................................................................4
1.3
Scope of County ERP Solution......................................................................................4
1.4
Project Phasing.............................................................................................................5
1.5
Current Technical Environment......................................................................................6
Vendor Questions (Responses Required)...........................................................................12

2.1
Evaluation Criteria: Project Specific Criteria...............................................................12
2.2
Application Software....................................................................................................24
2.3
Technical Infrastructure...............................................................................................25
2.4
Security....................................................................................................................... 35
2.5
Software Licensing......................................................................................................36
2.6
Application Service Provider (ASP) or Hosted Option..................................................37
2.7
Implementation Plan....................................................................................................45
2.7.1
General Implementation Approach.......................................................................45
2.7.2
Project Management Approach............................................................................47
2.7.3
Hardware, Software and Storage Design and Installation Consulting..................49
2.7.4
Data Conversion Plan..........................................................................................49
2.7.5
Report Development............................................................................................49
2.7.6
Integrations and Interfaces..................................................................................50
2.7.7
Training................................................................................................................ 51
2.7.8
Change Management Approach...........................................................................54
2.7.9
Testing................................................................................................................. 55
2.7.10
Operational Redesign...........................................................................................55
2.7.11
System Documentation and Manuals...................................................................56
2.7.12
Disaster Recovery Plan........................................................................................57
2.7.13
Knowledge Transfer..............................................................................................57
Broward County, FL RLI #R0866301R2 Centralized ERP Solution

Page 1 of 63
2.7.14
Staffing Plan......................................................................................................... 58
2.7.14
Staffing Plan (continued).......................................................................................59
2.7.15
Transition, Ongoing Support and Maintenance.....................................................61
2.7.16
On-Going Operations...........................................................................................67
2.8
Cost Proposal.............................................................................................................. 68

Page 2 of 63
1 Overview
Exhibit 1 provides the following information to proposing vendors:
Background information on the County ERP project and current ERP environment
Assumptions regarding the scope of services being requested
Scope of services requested as part of this RLI
Information for which the vendors are requested to provide a response
1.1
ERP Acronyms
Acronym
ACH
ADM
AP
API
AR
COA
DBA
DLL
ePRO
FTE
FTP
GL
HCM
HCO
HIPAA
HRIS
HRMS
IVR
LAN
NAT
PMP
QA
RDBMS
RDP
SCM
SLA
Definition
Automated Clearing House
Application Development, Maintenance and Support
Accounts Payable
Application Protocol Interface
Accounts Receivable
Chart of Accounts
Data Base Administrator
Data Link Layer
e-Procurement
Full Time Equivalent
File Transfer Protocol
General Ledger
Human Capital Management
Health Care Organization
Health Insurance Portability and Accountability Act
Human Resource Information System
Human Resources Management System
Interactive Voice Response
Local Area Network
Network Address Translation
Project Management Professional
Quality Assurance
Relational Database Management System
Remote Desktop Protocol
Supply Chain Management
Service Level Agreement

Page 3 of 63
SSAE 16
SSL
UAT
VOD
VPN
WAN
1.2
Statement on Standards for Attestation Engagements

Single Socket Layer
User Acceptance Testing
Video on Demand
Virtual Private Network
Wide Area Network
ERP Project Background
County government is composed of many disparate and nonintegrated entities. These include
enterprise agencies such as a port, airport, and water wastewater and waste and recycling
facilities as well as regional agencies that operate and/or provide parks, libraries, human
services, a bus transit system, permitting and licensing, and environmental and growth
management services.
Broward County has analyzed its business operations with support from external vendors and
has determined a need to implement an Enterprise Resource Planning (ERP) System. The
County views an ERP project as an enterprise-wide re-engineering initiative that requires ongoing leadership and support from the top of the enterprise. To this end, an ERP Project Office
has been established in County Administration reporting directly to the County Administrator and
a Steering Team of Senior Leaders. The County has selected Plante & Moran, PLLC to serve
as 3rd Party Assurance Provider (3PA) to assist in the implementation of this multi-year project
including project management. The 3PA has assisted the County in developing this RLI
document.
1.3
Scope of County ERP Solution
The scope of services include:

1. Implementation of a vendor-hosted, centralized ERP solution encompassing all departments
and offices reporting to the County Administrator (see Exhibit 7).
2. A single proposal, from a Prime Vendor, for a Solution including software, hardware,
implementation, hosting, support and maintenance services to include pre-project training,
application development, change management, training and support and maintenance to
address as many of the functional requirements (see Exhibit 2) as possible for a period of
five (5) years.
a. The Prime Vendor is defined as the sole party to the contract with the County and the
sole point of contact between the County and the Contractor, who is accountable and
responsible for the successful integration of all Solution components being proposed
by the Vendor.
3. The proposed Solution should address the following business areas:
a. Finance: General Ledger, Budget, Performance Management, Treasury
Management (to include Cash Management, Debt Service Management and
Investment Management), Cash Receipting, Accounts Payable, Billing and Accounts
Receivables, Project Accounting, Grant Accounting, Fixed Assets.
Page 4 of 63
b. Supply Chain: Purchasing (to include associated e-Procurement related modules),

Inventory Management.
c. Human Capital Management: Human Resources (to include associated modules),
Learning Management, Benefits Administration, Payroll Administration.
d. Portal Management
4. The Prime Vendor must propose a vendor-hosted solution which may be either dedicated
hosted or Software as a Service (SaaS).
a. None of the data can be hosted or backed up outside of the Continental United
States and no portion of the hosted solution can be supported outside of the
continental U.S. during East coast business hours.
5. Proposers should have significant experience with ERP implementations in the public sector
in the United States in organizations comparable to the size and complexity of the County.
6. A letter from the software provider(s) must be submitted stating that the Vendor(s) is/are a
certified implementer(s) of the proposed software(s).
7. Proposers should note that the County is in the process of finalizing a separate contract with
a selected Time and Attendance vendor. Initially, the time capture system will interface with
the existing Cyborg payroll system; ultimately it must interface with the various modules of
the selected ERP software.
1.4
Project Phasing
In preparation for releasing the RLI, County staff spent time contemplating phasing of the
implementation based on a variety of factors. Through these efforts, the following chart was
developed depicting how the County envisions the modules being phased. Vendors are
requested to review and provide feedback on the proposed approach. It should be noted that a
Time and Attendance solution was solicited separately, and implementation activities are
expected to begin at approximately the same time that this ERP solicitation is issued.
Time and Attendance will fall under the same County governance structure as the ERP
implementation.

Page 5 of 63
1.5
Current Technical Environment
Detailed information regarding County systems is contained in the Government Finance Officers
Association Draft Technology Needs Assessment: An Evaluation of Broward Countys Financial
and Human Resources Management Systems, July 2007. The report and appendices are
located on the Countys website at http://www.broward.org/Administrator/Pages/ERP.aspx. Also
on this website is the Broward County Business Case for an ERP.
The following table includes existing technology standards in the County. In preparing
responses, vendors must remain diligent in referencing this table to assure that responses
clearly identify:
Areas of known or potential conflict between the vendors proposed solution and the
Countys defined environments
Recommendation of how best to implement and operate the proposed solution within the
Countys defined environments
ENTERPRISE LEVEL
Technology Area
Desktop*
Use
Manufacturer
Product
Operating System
Microsoft
Windows 7 SP1 Enterprise

Edition
Office/WP
Microsoft
Office 2010 Professional Plus

SP1
E-Mail
Microsoft
Outlook 2010 SP1
Project Management
Microsoft
Project 2010 SP1
Reporting Tool
Business
Objects
Crystal Reports 2011
Reporting Tool
Microsoft
SQL 2008 R2 Reporting

Services
Remote Desktop Mgmt.

Tools
Microsoft
System Center Configuration

Manager 2007 R2 SP2
Desktop Data Base 3

User Max
Microsoft
Access 2010 SP1
Business Diagramming
Microsoft
Visio Professional 2010 SP1
World Wide Web browser
Microsoft
Internet Explorer 8.x 9.x
Instant Messaging and

Presence
Microsoft
Lync 2010
Web collaboration and

meeting
Microsoft
Lync 2010

Page 6 of 63
ENTERPRISE LEVEL
Technology Area
Server
Use
Manufacturer
Product
PDF Reader
Adobe
Reader X (10.1.1.)
Computer
Antivirus/AntiSpam
Microsoft
Forefront Endpoint Protection

2010
Network Operating System

(Intel)
Microsoft
Windows Server 64 Bit 2008

R2 Enterprise Edition with
SP2
Server Management Tools
Microsoft
Systems Center Operations

Manager 2007 R2
Backup/Restore Mgmt.
Tool
Symantec
Netbackup Version 7.0
Mail Server Software
Microsoft
Exchange Server 2010 SP1
Virtual Platform
VMware
VMware ESX 4.1
Mail Archiving Software
Symantec
Exchange 2010 SP1
Mail Hygiene Software
IronPort
Async/OS 7.0x
Mail Encryption External
IronPort
Async/OS 7.0x
Groupware Collaboration
Microsoft
Windows SharePoint 2007

SP2
IM, Presence, Voice, Video

Collaboration
Microsoft
Lync Server 2010
Hardware Model
Dell
Minimum Specification
PowerEdge R710, 2x Quad
Core Xeon X5570, 2.93GHz
8MB Cache, 1.333Ghz Hyper
Transport, 24GB Ram
**5 Year Warranty Required
Hardware Model
SUN
Sun M5000 Sparc 2X

Quad,2.53GHz, 128GB Ram,
(4) 146GB HD, Quad E-Net,
4GB FC
**1 Year Warranty Required
Voice/ Data
Network
Network Management Tool
SolarWinds
Orion Network Performance

Monitor
Network Database
Cisco
Cisco Works LMS 3.2

Page 7 of 63
ENTERPRISE LEVEL
Technology Area
Use
Manufacturer
Network Switches /
Routers
Cisco
Product
Switches/Routers Core
4500 series
Datacenter Nexus
Access 2900, 3750,
Concentrators, Wireless
Controllers, etc.
Wireless Management Tool
Cisco
Cisco Wireless Control

System (WCS)
Wireless Access point
Cisco
Cisco AP 3500, AP 1260, AP

1140Access Point
Wireless Bridge
Cisco
Cisco AP1240, AP1520,

AP1260 wireless bridge
Wireless NIC
Various
802.11G/X/N mobile or
desktop
IP Telephony
Cisco
IP PBX
Telstrat (call
recording)
Cisco Unified
Communications Manager v
6.1.5.13
Voicemail
IPCC v5.0
Call Recording
Voicemail Unity Connection

v 8.5.1
Paging
Call Recording Telstrat

Engage v 3.5
Paging IP Celerate IP
Session v 5.7
Communications
IP Phones
Cisco
Cisco IP Phones 794x, 796x,

7970
VPN Access
Cisco
Cisco ASA 55xx, Cisco

AnyConnect (Client)
Video Conferencing High

Definition
C20, C40
Tanberg/Cisco
Video Conferencing
Microsoft
Live Meeting/Communicator
Internet
AT&T / Peak
10
AT&T 12MB non burstable

Peak 10 - 500MB Burstable to
1GB

Page 8 of 63
ENTERPRISE LEVEL
Technology Area
Use
Manufacturer
Product
Data
AT&T
Metro Ethernet
Voice Local Calling
AT&T
1FB, T1, Metro Ethernet
Voice Long Distance
Sprint
Wireless
Cisco
802.11x/n
Cellular
Sprint
PCS, 3G, 4G
Satellite
Iridium
Data Base
Management
System
RDBMS
ORACLE
Enterprise Licensing 10.2.xx

or Greater, Per Processor
Licensing
Data Base
Management
System
RDBMS
Microsoft
SQL Server 64 bit Enterprise

2008 R2 (Clustered)
Active/Passive, Per
Processor License(s)
Authentication
Standard
Password application
authentication
Microsoft
Active Directory 2008 R2

(AD)
Web Content
Management
Manage the static content

of Browards web site
Microsoft
Microsoft Office SharePoint

Server 2007 (2010 Spring
2012)
Internet File
Transfers
Secure file transfer
Interfaces
Web interfaces
Online via http and Web

Services
Credit Card
Payment protocol
Credit Card on-line

payment
BC Payment Gateway-PCI
Compliant
Secure Access
Web Server encryption

certificates (SSL)
VeriSign
SSL Machine Certificate
Secure Access
Firewall appliance
This information will be

shared with awarded vendor.
Secure Access
Firewall software
Described
upon request
Described
upon request
Secure Access
VPN Concentrator
Described
upon request

Communications
(continued)
FTP (File Transfer Protocol)

PGP encrypted (Pretty Good
Privacy)


Page 9 of 63
ENTERPRISE LEVEL
Technology Area
Use
Manufacturer
Product
Secure Access
Digital certificates (users)
Microsoft
Internal User CA
Secure Access
Web Filtering
Websense
TRITON Unified Security 7.6
Secure Access
DLP
RSA
DataCenter 8.1
Secure Access
Log Management/SIEM
RSA
envision 4.0 SP4
Secure Access
OS/Device Vulnerability
Scanner
McAfee
Vulnerability Manager 4.0
Secure Access
Web App Vulnerability

Scanner
HP
WebInspect 9.1
Secure Access
Wireless Vulnerability
Scanner
Described
upon request

*Minimum Broward County Hardware: 700Mhz Pentium, 256Mb Ram, 6Gb Hard drive.
ActiveX components are not standard on the desktop.
Application at the desktop must be browser based or have the ability to run with local user account rights.

Page 10 of 63
In addition to the above technology standards, the County has the following inventory of
tools/products that can be leveraged for the implementation:
Testing Tools: MS Team Systems Suite

Project Management Tools, in addition to Microsoft Project (e.g., Issue Management,
Risk Management, Progress Reporting, etc.).
Configuration Mgmt: BMC Express
Development Tools (e.g., Migration tools, Case Management Tools) Batch Applications
(e.g., scheduling tools, TWS, Control-M, AutoSys): Development - MS Team Systems
Suite; Control M.
Additionally, the size of the current production database in GBs is as follows:
Financial System: AMS Advantage production database is 141 GB, the application and
other Advantage files that reside on the UNIX server are 28 GB.
Human Capital Management: Cyborg does not reside in a database. The size of the
Cyborg application and related files is 78 GB. Cyborg has approximately 370 Users.
User counts for the various systems used are as follows:

System Users
Financials & Supply Chain
Reporting InfoAdvantage(WEBI)
Human Resources/Payroll
Reporting - Cognos
Capital Program Management
Central and Technical Development Support1
Queries (ad hoc)
Performance Scorecard
Total
750
501
370
80
389
Concurrent
300
155
370
80
389
12
750
298
12
389
30 - 40

Page 11 of 63
2 Vendor Questions (Responses Required)

The following sections are required to be completed by vendors.
2.1
Evaluation Criteria: Project Specific Criteria
Complete the following table that describes your firms experience on projects of similar nature,
scope, and duration along with evidence of satisfactory completion, both on time and within
budget, for the past five (5) years.
Responses
Enter responses in the spaces provided
whenever possible. Supplemental information
may be included on separate pages with page
numbers referenced in the spaces provided.
Supplemental material must be provided in the
same order as listed below in the Projectspecific criteria.
Evaluation Criteria: ProjectSpecific Criteria
Past Performance
1. For the proposed implementation
services provider:
1.
a. Provide three (3) references,

preferably from the public
sector (organization, year
services provided, contact
name, title, role on project, email, telephone) that meet the
following criteria:
2.
i. Implemented ERP
Financials, Supply
Chain, Capital
Project/Grants, Human
Resources/Payroll and
Portal within the past
five years.
3.
ii. Client references should

be for sites at which the
proposed software has
been fully implemented
and is live.
iii. References must be for
Client Firms of 4000
Page 12 of 63
employees and
Operating Budget
$1B.
iv. Provide evidence of
satisfactory completion,
both on time and within
budget.
1.
d. Provide your implementation

cost for each of the three
references.
2.
e. Describe current projects

similar to Broward Countys
ERP Project, and estimated
date of completion.
f.
List all projects, including

project number, with Broward
County during the past five (5)
years.
g. Location- Identify the Office

Location responsible for this
project.
2. For the proposed software:
sector (organization, year(s)
installed, contact name, title,
role on project, e-mail,
telephone) that meet the
following criteria:
1.
i. Provided ERP software

that covered ERP
Financials, Supply
Chain, Capital
Project/Grants, Human
Resources/ Payroll, and
Portal within the past
five years.
2.
ii. Client references should

be for sites at which the
proposed software has
been fully implemented
and is live.
Page 13 of 63
3.
iii. References must be for

employees and
Operating Budget
$1B.
3.
iv. If possible, one of the

references should be a
location within the state
of Florida that could be
visited by the evaluation
team.
v. Provide evidence of
satisfactory completion,
both on time and within
budget.
d. Describe current projects
date of completion.
e. List all projects, including

years.
3. For the proposed hosting entity:

sector (organization, contact
name, title, role on project, email, telephone, year(s)
installed, application(s) hosted,
hosting dates) that meet the
following criteria:
i. References must have
used the hosting entitys
service for a minimum
of one (1) year to
1.

Page 14 of 63
ii.
iii.
iv.
v.
vi.
vii.
viii.
demonstrate entitys
ability to deliver the
performance and
services listed.
References must have
involved fully
implemented, live use of
the proposed software.
References where
system implementation
is not complete will not
suffice for the Countys
evaluation purposes.
Provide evidence of
satisfactory completion
of implementation, both
on time and within
budget.
References must be for
services that were
performed within the
past five years.
References must be for
employees and
Operating Budget
$1B.
Provide for each
reference,
documentation of
downtime performance,
technical support
complaint history, and
hosting traffic
throughput speed.
Provide evidence of
previous customer
satisfaction with work on
similar ERP hosting
projects and any
documented
performance history.
With satisfactory
delivery against Service
Level agreements
2.
3.

Page 15 of 63
c. Describe current projects

date of completion.
d. List all projects, including

years.
4. For each sub-consultant firm:

a. Provide the responses
specified in #1, #2 and #3.
Ability of Professional Personnel

Project Manager Requirements
(include full resume in proposal
document)
Name:
1. Identify Project Manager.

2. Provide three (3) full-life cycle
references, preferably from the
public sector, (organization, year
services provided, contact name,
title, role on project, e-mail,
telephone) as a Project Manager.
Full-Life Cycle is defined as
planning to post implementation
support for one or more phases for
1.
2.

Page 16 of 63
3.
more than one module.
5. Number of years working as an

employee of your firm
6. Number of years working as a

Project Manager for implementing
the software package proposed.
7. Confirm that Project Manager will
participate through the entire
project, start to finish, as proposed,
as Project Manager.
8. If your proposal is short-listed for
presentations, the Project Manager
must be a key presenter and will be
interviewed at the Selection
Committee Presentation/Ranking
Meeting.
Team Lead Requirements

Financial Lead (include full resume
in proposal document)
Name:
1. Identify the Financial Team Lead.

2. For the Financial Team Lead,
provide two (2) full-life cycle
public sector (organization, year
telephone). Full-Life Cycle is
defined as planning to post
implementation support for one or
more phases.
1.
2.

employee of your firm.
Financial Team Lead for
implementing the software package
Page 17 of 63
proposed.
6. Confirm that the Financial Team
Lead will participate through the
entire Financial Phase
implementation, start to finish, as
proposed, as Financial Team Lead.
Supply Chain Lead (include full

resume in proposal document)
Name:
1. Identify the Supply Chain Team

Lead.
2. For the Supply Chain Team Lead,
more phases.
1.
2.

Supply Chain Team Lead for
proposed.
6. Confirm that the Supply Chain
Team Lead will participate through
the entire Supply Chain
implementation phases, start to
finish, as proposed, as Supply
Chain Team Lead.
HR / Payroll Team Lead (include full
1. Identify the HR / Payroll Team
Lead.
Name:

Page 18 of 63
2. For the HR / Payroll Team Lead,

more phases.
1.
2.


HR/Payroll Team Lead for
proposed.
5. Confirm that the HR / Payroll Team
entire HR/Payroll implementation
phase, start to finish, as proposed,
as HR/Payroll Team Lead.
Technical Team Lead (include full
Name:
1. Identify the Technical Team Lead.

2. For the Technical Team Lead,
more phases.
1.
2.

Page 19 of 63

Hosting Provider / Technical Team
Lead for implementing the software
package proposed.
6. Confirm that the Technical Team
entire project, start to finish, as
proposed, as Technical Team Lead.

Page 20 of 63
Portal Team Lead (include full

Name:
1. Identify the Portal Team Lead.

2. For the Portal Team Lead, provide
two (2) full-life cycle references,
preferably from the public sector
(organization, year services
provided, contact name, title, role
on project, e-mail, telephone). FullLife Cycle is defined as planning to
post implementation support for
one or more phases.
1.
2.

Portal Team Lead for implementing
the software package proposed.
6. Confirm that the Portal Team Lead
will participate through the entire
as Portal Team Lead.
Training Lead (include full resume in
proposal document)
Name:
1. Identify the Training Team Lead.

2. For the Training Team Lead,
more phases.
1.
2.

Page 21 of 63

Training Team Lead for
proposed.
6. Confirm that the Training Team
entire project, start to finish, as
proposed, as Training Team Lead.
Change Management Lead (include
full resume in proposal document)
Name:
1. Identify the Change Management

Team Lead.
2. For the Change Management Team
Lead, provide two (2) full-life cycle
more phases.
1.
2.

Change Management Team Lead
for implementing the software
package proposed.
6. Confirm that the Change
Management Team Lead will
participate through the entire
as Change Management Team
Lead.

Page 22 of 63
Pre-Project Training Services

1. Provide 3 references, preferably
from the public sector,
(organization, year training services
provided, contact name and title,
role on project, e-mail, telephone)
for the firm or persons proposed to
provide pre-project training
services.
a. Indicate whether training
was delivered on-site or at
an external site. If external,
identify training location(s).
b. Specify software and
modules that apply to the
referenced pre-project
training.
1.
2.
3.
2. Provide the cost for Pre-Project

Training, aligned to the 5 Year
Projected Cost Model Response
(Exhibit 5).
3. Indicate whether you are willing to
provide training on site at Broward
County.
Training Services
provide training services
1.
2.

Page 23 of 63
3.
2. Provide the cost for Training,

aligned to the 5 Year Projected
Cost Model Response (Exhibit 5).
3. Indicate whether you are willing to
provide training on site at Broward
County.
Change Management Services
provide Change Management
services.
1.
2.
3.
2. Provide the cost for Change

Management, aligned to the 5 Year
Projected Cost Model Response
(Exhibit 5).

Page 24 of 63
2.2
Application Software
The Vendor is required to provide a general description of the application program product and
how it will meet requirements of this SOLICITATION. This section must address, at a minimum,
the following items:
2.2 Application Software
1. Provide a list of the software modules
required to implement the Functional
Requirements that you propose to address
per your Exhibit 2 response.
2. Describe your overall proposed
technology solution.
3. Describe the product direction for the
company, including time frames.
4. Describe unique aspects of the Vendor's
solution in the marketplace.
5. Describe components of the solution
that are industry standards versus being
proprietary to the Vendor.
6. Describe the extent to which the various
modules are integrated together versus
being purchased separately and
interfaced.
7. Describe the contents of major new
releases within the next 12 months that
would be of interest to the County.
8. Describe your portal strategy.
9. Does your proposed solution use
Microsoft Exchange/Outlook e-mail and/or
instant messaging as part of its core
functionality? If yes, please describe
including compatible version of
Exchange/Outlook that is required.
10. For third party products proposed that
are integrated with the vendors solution
provide the following for each product:
a. Nature of relationship with the
third-party vendor,
b. Reason that this product is a
third-party product versus being
part of the software vendors
solution,

Page 25 of 63
c. Reason why this particular

solution was chosen over other
solutions in the marketplace,
d. Length of the existing
relationship; and
e. Extent to which this third-party
product is integrated with the
vendors solution.
2.3
Technical Infrastructure
The Vendor is required to provide the following information that will be used in the evaluation
process. Additionally, Vendors should identify where conflicts may exist between their solution
and current technologies being used as well as areas where there are strong synergies between
the Countys computing environment and the Vendors solution.

Page 26 of 63
2.3.1 Hardware 2.3.14

and Storage
Archiving:
Environment: 1. The system should provide an
1. Describe the proposed
computer
archiving
solution for all data
hardware and storage
environment
to
elements,
which provides
support the proposed
solution.options
In the for archiving
configuration
event that there are
multiple computer
schedules.
Also, the system should
systems available,
list
all methods
options. to identify older data
provide
Indicate which is and
the preferred
move it to an archival storage
hardware platform
and why.
List therecords in any
solution.
Archive
conditions in which
the preferred
solution
should be easily searchable
hardware platform
would
change. The
A system should
and
retrievable.
hardware configuration,
which
takes
also provide methods to identify and
into account the size
of data
the County,
delete
that no longer needs to be
application modules,
database
size,
retained, based
on County provided
and anticipated growth,
criteria.must be
2.3.19 Compatibility with Countys
provided.
2. Describe how the proposed system
Environment:
2. What system Server
architecture
do you
meets these
expectations.
1.
Virtual
Servers
The County strives
propose? Describe number
and type
to
use
Virtual
rather
than physical
of application servers, database
servers
whenever
possible.
Please
server(s) and test environment during
describe
how
the implementation
phase of
theyour system could
optimize
the
project as well as for on-going use of virtual servers.
2. Storage
- State
operations. Describe
yourRequirements
proposals
estimated
system
disk
space
technical architecture (preferably
required
system data/databases using a PowerPoint
or Visio(all
diagram).
3. Describe
anyexpected
limits for data archiving
initial,
plus
This should show components such annual growth)
orforrecommendation
for archiving
theapplications
Countys Storage
Area
as the database server,
frequency/schedule.
Network
(SAN).
Also,
specify
any
server, reporting server, test/training
additional
storage
requirements
that
server, firewall(s), web server(s), web
cannot
be
met
by
the
centralized
browser, minimum workstation
SANaccess,
storage.
requirements, remote
2.3.20 Compatibility
with Countys
wireless connectivity,
network
Network
Environment:
connectivity to LANs and WAN, etc.
1. Port Security
- Any solution should
Describe any potential
use of virtual
2.3.15
User Interface:
minimize
the
number
of ports
server technologies (e.g. Microsoft
1.
Screen
Magnification
The
systems
required
for
accessing
the system
Hyper-V, VMWare) and application
user
interfaces
should
be
compatible
external
the Countys firewall.
accelerators and note
whattovendors
with
thirdindicate
party industry
standard
Please
what port
number(s)
you partner with or
recommend
screen
magnification
products
(i.e.to
and
protocols
your
system
uses
and/or support.
Lunar,
Supernova,
Zoom
Text,
Magic)
communicate
between;
3. Describe your proposals information
to
enlarge
print
on
the
computer
a.
clients
and
web
server
architecture/model (preferably using a
screen,
configure
print size,
b. diagram).
between
web
andcontrast
PowerPoint or Visio
Thisserver
and
color
selection
for
blind
users.
application
server
should depict data models,
taxonomy,
a. between
Describe
the systems
c.
application
server and
data elements, coding
structures,
a
compatibility
with
third
party
database
process for standardizing
on a server
screen
magnification
products
particular coding
structure,
data with Countys
2.3.21
Compatibility
b. Provide
a list of the
products the
definitions (employees,
vendors,
Electronic
Commerce
(ECOM)
system
has
been
certified
to work
invoices, etc.)Environment:
with credit card information that
2.3.2 Database Environment:
1. Describe
c.is stored
Note any
products
that
are not but
in the
system,
including,
1. What database
compatible
with
the
system
not limited to:
administration/management
tools do
2.
Screen
Reading
The
a.
Purpose
of
the
datasystems user
you recommend?
interfaces should be compatible with
thirdcontain
party industry
standard screen
2. Does your proposal
or the level
b. Type and
of encryption
reading
software
(i.e.
envision the use of athat
datais supported Hal, JAWS for
Windows,
Windows
warehouse? If yes,
describe
your Eyes, etc.) for
blind
users.
data
warehousing
capabilities
and
c. Masking
of
credit
card numbers
Broward County, FL RLI
#R0866301R2
Centralized
ERP Solution
a.
Describe
the
systems
architecture.
with thirdmethods
party
d. compatibility
Payment processing
Page 27 of 63
screen
reading
products
2.3.3 System Administration
Tools:
(walk-up,
IVR, Web, etc.)
b.
Provide
list of the products the
1. Vendors should describe the asystem
system
has
administration tools that are usedbeen
to certified to work
2. Merchant Account - To what extent

will the system be able to integrate
with the County's existing merchant
account provider for the Ecommerce
components implemented (currently
Wells Fargo Merchant Services)? If
another provider must be used,
please describe.
3. Card Authorization - To what extent
will the system be able to integrate
with CyberSource SOAP Toolkit API
for credit card authorization
processing? If not supported,
describe what credit card
authorization interfaces are
available.
4. Third Party Products - To what extent
will the vendor support third-party
Ecommerce products used in
system, at no added charge? If
Ecommerce products must be
supported by the third-party only,
specify how this is handled.
5. Restricted Access - How do
Ecommerce components restrict
(deny) all remote external
administration connection requests?
6. Support Access - Describe any
remote administrative access
requirements that vendor may need
to have in place to support the
Ecommerce components utilized in
the system.
2.3.22 Compatibility with Countys
Remote Access & Thin Client
Environment (Only respond to this
section if system has components that
are NOT web-based):
1. Test Process - Describe your
process for testing/certifying client
components for operability in the
Microsoft Terminal Services Gateway
2008 R2.
2. Licensing Detail any additional
license fees that may be required to
run the system in a Microsoft
Terminal Services Gateway 2008 R2.
3. Other
If Microsoft
Broward
County,
FL RLI Terminal
#R0866301R2 Centralized ERP Solution
Services Gateway 2008 R2. is not
supported, please describe other
Page 28 of 63
remote access and/or thin client
technologies your system is
compatible with.
2.4
S
ecurity
Describe the following with respect to security:
2.4 Security
1. Describe the identification and
authorization capabilities of your
proposed solution:
a. For users
b. For system administrators and
DBAs
2. Describe the security audit
capabilities of your proposed
solution.
3. The time between when a software
vendor announces a security flaw
and the time the first exploit
appears is becoming shorter.
a. Will you commit to having critical
security vulnerabilities patched
on the system you are proposing
within 10 business days after the
public announcement by the
vendor (e.g. Microsoft SQL
Server, Oracle)?
b. Will you commit to revising your
software to interoperate with
operating system critical security
patches (e.g. Microsoft) within 10
business days after public
announcement (typically posting
on web page) by Microsoft (e.g.
XP Service Pack 3, Windows 7
Service Pack 1 & other critical
security vulnerabilities)?
4. What functions does your proposed
system have to protect the privacy
of information (e.g. personally
identifiable, SSN, credit card, ACH,
HIPAA, etc.) that it processes or
stores?
5. Describe type and strength of
encryption supported.
2.5
Software Licensing
Describe the following with respect to software licensing:

2.5 Software Licensing
Page 29 of 63
1. Describe your licensing scheme

(enterprise, module versus system,
concurrent versus named, external
Internet user(s), query versus user,
etc.) and
a. how that works in a Disaster
Recovery situation.
2. Describe how licensing is structured
(alternatives, base software + per
user licenses, license costs,
license-packs, incentives, etc.).
a. Identify how costs are
determined for adding additional
users after the initial purchase.
b. Identify any licensing
distinctions for County users
and business partners to access
the system remotely through the
internet (e.g. employee selfservice, vendor checking on
status).
3. From time to time consultants,
business partners or other nonemployee type personnel need to
access the licensed software.
Under your licensing agreement,
will these types of users have
access?
4. The County has a desire to
establish a test and training (same
server) and production environment
(separate server). Are you able to
structure an environment that will
allow the County to run additional
development, test and training
instances without the need for
additional product licensing fees?
a. Describe licensing options
available for a development/test
system.
5. Are there any additional licensing
costs for loading non-ERP data into
any data warehousing solution you
are proposing?
2.6
Application Service Provider (ASP) or Hosted Option

Page 30 of 63
2.6 Application Service Provider (ASP)

or Hosted Option

Page 31 of 63
1. Will your company host the solution

or will this be hosted by a third
party?
a. Who will provide the hosting and
at what facility?
2. Identify where on the system
responsibility changes from the
hosting provider to your company
(the physical computer, the
operating system, the application).
3. Please describe your service level
agreement:
a. Power and cooling
b. Network
c. Storage
d. Virtual Machine
e. Operating environment
f. Application and database
4. Please describe your support
model.
5. Are support calls included in annual
maintenance fees, or charged on a
per call basis? If on a per-call basis,
please specify rates and billing
method.
6. Where would local support be
located for a client in Ft.
Lauderdale, FL?
7. Please provide the total number of
clients and corresponding number
of end-users of hosted solutions
currently supported by your
company.
8. Does the system interfaces support
a browser interface with or without
the help of additional components?
9. Will the host be virtual?
a. Will any migration of data or
virtual machine remain in the
country?
b. Where can data or virtual
machines migrate to?
10. Have you supplied a copy of your
Independent Service Auditors
Opinion Letter from your most
recent SSAE 16?
a. What other certifications does the
hosing facility have (HIPAA,
Page 32 of 63
PCI)?
11. How are hosted software
applications deployed for use by
numerous customers (dedicated
servers for each hosted customer,
or is a single set of applications
utilized for all customers)?
12. What tier in the Uptime Institute
data center tier model most closely
represents this facility?
a. Is it certified at that tier?
13. Describe your systems
administration/management
capabilities including monitoring of
performance measures, intrusion
detection, and error resolution.
14. Please describe your firewall
security (technology, failover) and
data encryption capabilities.
15. Please describe your data back-up,
restore and disaster recovery
capabilities.
16. What steps are taken to ensure
uptime per SLA for the application in
the event of a hardware, system or
power failure?
17. Please provide detailed information
on communications provider for
Internet connection service,
including ownership of lines and
performance guarantee of the
bandwidth connection.
18. Please explain how monthly billing
statements are generated.
19. Provide a real copy of your bill.
20. Can billing be handled
electronically? If yes, describe.
21. Include your hosting, backup,
integration, help desk, provisioning
and desktop management
capabilities.
22. If you propose a tiered level of
services, describe the model.
23. Do you provide all services directly?
If no, please identify your partners
and describe their role(s) and
responsibilities.
24. Describe your operational
Page 33 of 63
procedures.
25. Describe your company culture.
26. What do you propose to ensure
vendor accountability?
27. Please list the connectivity options
and carriers available at your
hosting facility.
28. Estimate the bandwidth that your
solution will add to the Countys
WAN backbone and site access
lines.
29. What system/application availability
and response time will your
proposed system meet? What are
the Countys responsibilities to
ensure this level of performance?
30. What metrics do you propose that
demonstrate performance including:
availability, response time, quality,
customer service, and customer
satisfaction?
31. Please provide a back-out plan in
which your hosting services would
be transitioned to an alternate
hosting provider or be insourced
back to the County.
32. What is included and excluded in
the monthly price?
33. How do you track monthly usage for
subscription-based services?
34. How are usage fees determined?
35. What happens if volumes decrease
or if bandwidth or other commodity
prices go down?
36. Can the ASP provide metered
billing?
37. Where is the data located and will it
always remain at that location
38. How many data centers do you
have, and where are they located?
Who operates them?
39. Which data centers will be used to
serve my application?
40. Do you own your data centers or
lease them? If leased, from whom?
41. Are the data centers staffed 24
hours a day, seven days a week
(24x7)? What staff is on-site?
Page 34 of 63
42. Is there redundant power?

Batteries? Generators? How often
are they tested?
43. What cooling and fire suppression
systems are in place?
44. How many internet service
providers (ISPs) do you buy
connectivity from? Are they on
separate telephone company
entrances to the facility?
45. Do you have a disaster recovery
plan if a data center becomes
unavailable? If yes, provide a copy
or describe the ASPs Disaster
Recovery plan.
46. What are the hardware and
software components of the
solution?
47. Are servers dedicated to each
customer, or do multiple customers
share a single server?
48. If shared, by what means (virtual

partitioning, one application
instance per customer or a single
shared application)?
49. How much redundancy is there in
the infrastructure?
50. Do you use load balancing, failover

or both?
51. Is there database replication?
52. Can you switch operations over to

another data center, and if so, how
long does that take?
53. What do you back up and how

often? How long do you keep
backups?

Page 35 of 63
54. Do you store backups off-site?
55. How long does it take to recover

data from a backup?
56. What kind of operations monitoring
do you do?
57. What support is available and
during what hours?
58. What are your change
management, upgrade and patch
management policies & practices?
59. How much notification will you give
the County in advance of any
scheduled downtime?
60. Will you have a staging server
available to test any changes to my
software prior to its deployment into
production?
61. What are your plans for permitting
access to the applications for
devices with IP v4 and IP v6
addresses
62. What is the time line for this
solution?
63. ? If NAT will be used, describe how
performance and a sufficient
translation pool will be addressed.
2.6.1 ASP Security - Physical

1. What physical security measures
are in the data center?
2. Describe the security you provide
for County information stored on
media (e.g. backup media, data in
transit)? Do you encrypt it? If yes,
describe the encryption used.
3. Are all employees who are allowed
access to infrastructure housed in
the data center screened and
bonded?
Page 36 of 63
2.6.2 ASP Security - Network

1. Does the ASP:
a. Require the use of two-factor
authentication for administrative
control of all routers and firewalls?
b. Support 128-bit encryption and
two-factor authentication for the
connection between the customer
LAN and the ASP production
backbone?
c. Provide redundancy and loadbalancing services for firewalls
and other security-critical
elements?
d. Perform (or have an experienced
consulting company perform)
external penetration tests on at
least a quarterly basis, and
internal network security audits at
least annually?
e. Show documented requirements
for customer network security
(with audit functions) to ensure
that other ASP customers will not
compromise the ASP backbone?
2.6.3 ASP Security - Platform

1. Can the ASP provide a documented
policy for hardening the OS on its
Web and other servers? Hardening
an OS entails: Eliminating any
unnecessary OS services (e.g.,
Telnet or FTP), disabling all
communications paths that are not
needed (e.g., TCP/IP ports),
installing all required security
patches, and minimizing system
administration accounts and access
to system logging/auditing.
2. If the ASP co-locates customer
applications on physical servers,
does it have a documented set of
controls that it uses to ensure the
separation of data and security
information between customer
applications?
Page 37 of 63
2.6.4 ASP Security - Operations

1. What are your security policies and
practices?
2. How do you handle security alerts?
3. Do you perform background checks
on personnel who will have
administrative access to servers
and applications? If yes, describe.
4. Provide your documented process
for evaluating operating system and
application vendor security alerts,
and installing security patches and
service packs?
5. Do you use write-once technology
for storing audit trails and security
logs?
6. Provide your documented
procedures for intrusion detection,
incident response and incident
escalation/investigation?
7. Do you use a managed security
service provider? If yes, who?
8. Use "hot site" failover services that
have the same security operations
and procedures?
9. Provide authentication services for
system users?
10. Have documented processes for
adding, removing and validating
security keys for all users?
11. When using outsourced
authentication services, does the
outsourcer have a documented
process for managing and validating
member security keys?
2.6.5 ASP Security - Applications
1. Does the ASP:
a. Review the security of scripts and
integration code that are added
to the commercial applications it
provides? How is this done?
b. Provide application- or
transaction-based intrusiondetection services?
c. Document the security standards
and processes used for creating
interfaces to other systems within
Page 38 of 63
the HCO environment?
d. Provide contractual commitments

for HIPAA compliance for security
and confidentiality?
2.6.6 ASP Security - End Services
1. Does the ASP security staff average
more than three years of experience
in information/network security? If
no, please explain.
2. Does more than 75 percent of the
ASP's security staff have Certified
Information Systems Security
Professional (CISSP) or other
security industry certification? If no,
please explain.
3. Can the ASP show documented
help desk procedures for
authenticating callers and resetting
access controls? If no, please
explain.
Balance of page left blank intentionally.

Page 39 of 63
2.7 Implementation Plan

The Vendor is to provide an implementation plan in narrative format supported by an activitylevel project plan using Microsoft Project 2007 that details how the proposed solution is to be
implemented. This implementation plan should include the following elements:
1. General Implementation Approach
2. Project Management Approach
3. Hardware, Software & Storage Design and Installation Consulting
4. Data Conversion Plan
5. Report Development
6. Integrations and Interfaces
7. Pre-project and User Training
8. Change Management Approach
9. Testing
10. Operational Redesign Approach
11. System Documentation and Manuals
12. Disaster Recovery Plan
13. Knowledge Transfer
14. Transition, On-Going Support and Maintenance
The Vendor should not be constrained to include only the above items in the Vendors proposal
response if the Vendor feels that their proposed plan can add value to the overall
implementation in additional ways.
It is expected that the Vendor will lead the efforts in ALL of the implementation areas
described below unless stated otherwise. Further details on what is to be provided as part of
the Vendors proposed implementation plan are included in the following subsections.
2.7.1
General Implementation Approach
Provide a general overview of the implementation approach you plan to use for the County that
includes addressing the following items:
2.7.1 General Implementation
Approach
1. Describe how you transition from the
sales cycle to the implementation
phase of the project.
2. Describe the key factors for success
in this type of project.
3. Describe key differentiators of the

approach as it relates to
implementing a solution on time,
within budget and with the ability to
meet the needs of a diverse client like
Page 40 of 63
the County of Broward.
4. Describe how you conclude on a

preferred implementation phasing of
software modules. Please review the
proposed Broward phasing and
provide feedback including any
alternative options that you believe
would be more appropriate.
5. Describe the proposed nature of the
transition period in moving from the
current system to your solution.
6. Describe your approach towards
running parallel systems for a period
of time.
7. Provide a list of all deliverables to be
developed on the project with their
name and description.
8. Describe each environment that you
propose to implement and the intent
of each environment (e.g., test,
development, QA, etc.).
9. Any unique tools, techniques or
methods that you use should be
described in this section.

Page 41 of 63
2.7.2
Project Management Approach
The County expects the Vendor to provide project management resources leading to the
successful deployment of the system. The Vendors project manager will work as a team
member with the Countys Project Management Office (PMO). It is expected that this project
manager will be on the ground in Broward County as appropriate to team with the County
PMO.
As part of any significant engagement, the County employs a project management approach
that is based on the Project Management Institutes Project Management Body of Knowledge
(PMBOK). The County would expect responding vendors to adhere to such standards as part of
the project.
2.7.2 Project Management Approach

1. Provide an overall description of the Vendor project management approach towards
this type of engagement. This would include a description of the Vendor methods for
support of each of the five project management phases of this project (initiating,
planning, executing, controlling and closing).
a. Initiating
b. Planning
c. Executing
d. Controlling
e. Closing
2. Indicate any tools, templates and methods that the Vendor plans to use to manage
this project in the following areas:
a. Project charter development
b. Risk assessment and
management
c. Communication management
d. Issues and action item
management
e. Meeting management
f. Change order management
3. The County requests that the Vendors
respond to each of the following items
related to project management:

Page 42 of 63
a. Based on information provided in

this SOLICITATION and
experience in working with other
large municipal entities, what is
the Vendor's perspective on the
most significant risks to this project
and how do you plan to mitigate
these risks?
b. How does the Vendor plan to
manage the vast amount of
material that is produced during
the project through potential
solutions such as a collaboration
environment?
c. To what degree does the County
have access to Vendors work
papers developed during the
course of the project?
d. What is your process for
monitoring, escalating and
resolving issues that will arise
during the project?
e. How do you propose to keep the
project on task?
f. Provide a clear delineation of
project management
responsibilities between the
County and the Vendor.
g. Provide specific information on
project close-out activities to
transition support to the County.
h. How will project management be
resourced?
i. Provide an activity-level Work
Plan, using MS Project, for
achieving the successful
deployment of your proposed
Solution assuming a project start
date of March 1, 2013. The Work
Plan Response must identify the
specific tasks that will be required
to create deliverables. The Work
Plan Response must be resource
loaded. A resource assigned is
allowed a maximum of 100% of
their time available to be worked.
2.7.3
Hardware, Software and Storage Design and Installation Consulting
The County is expecting the Vendor to install the required hardware and
communications equipment for applications. The Vendor is expected to specify, furnish,
deliver, install and support all application and system software that may include preBroward County, FL RLI #R0866301R2 Centralized ERP Solution
Page 43 of 63
installing or equipment staging.
1. What do you propose for the most

effective deployment of hardware,
communications
and
related
equipment?
Additionally, the County expects the selected vendor to conduct a test of the system
backup and recovery solution prior to go-live.
2.7.4
Data Conversion Plan
Data conversion is expected to occur when migrating to the new application. The
County would anticipate the Vendor to take the lead role in managing data conversion
activities.
1. Describe your general approach
towards data conversion and how you
would work with the County to agree
on what should be converted.
2. Describe the roles and responsibilities
between your team and the County
related to data conversion activities.
3. Do you foresee any issues in migrating
data from the current County
databases (SQL, Oracle, sequential
file, etc.) into your system?
4. Provide your assumption for level
support and pricing for assisting the
County with data conversion activity.
2.7.5
Report Development
For specific reporting requirements, the Vendor will take the lead on developing any
reports required as part of the initial deployment of the system. The Vendor is expected
to provide knowledge transfer to the County staff during the development of needed
reports, via technical training on the tools used for report development, database
schema and architecture, etc.
1. Provide information on your reporting
approach including:
a. Description of various methods of
reporting
b. What query tool is being proposed
c. What report writer is being proposed,
including any Business Intelligence
tools
d. Method for "certifying" developed
reports.

Page 44 of 63
2. What reports are available out-of-thebox? Provide a list and samples.

3. Are these standard reports and is their
implementation included in the base
software cost? Or is there an additional
cost/module?
4. Describe your pricing model for reports
that are not included in the base
software cost.
5. Describe your process for determining
additional reports that will have to be
developed (not out-of-the-box) and the
effort needed to develop and test
them?
6. Describe your pricing model custom
report development.
7. It is expected that the system will

provide the ability for end-user
querying and reporting to be performed
without impacting the performance of
the transactional system. It is also
expected that the system will provide
the ability to upload and download
information ensuring integrity of
uploaded information.
Does your
proposal meet this expectation?
2.7.6
Integrations and Interfaces
It is expected that information generally would need to be entered only once into the
system. Modules within the system should be integrated in real-time with each other
such that batch processes are not required to transfer information from one area of the
system to another unless that is the preference of the County. A listing of existing
interfaces has been defined in Exhibit 4.
1. What technologies has the Vendor
interfaced with and in what manner
(e.g., IVR, Imaging, etc.)? Please list.
2. Describe your approach towards
interfacing and integration with other
solutions including use of specific tools,
methods and standards.
3. As it pertains to the Countys current
Page 45 of 63
4.
5.
6.
7.
technical
environment
described
previously, identify potential issues for
integrating with specific technologies
that are used within the County.
Describe opportunities for making local
customizations or development of
interfaces without compromising the
integrity of the base system. If local
customizations are made, do you
provide any tools or assistance to
easily incorporate customizations into
new version/releases of your software?
Your proposed system must be able to
export data to Microsoft Office 2010
products and report files in .pdf format
and viewable via Adobe Acrobat
Reader. Do you comply?
Does your proposed solution interface
with or integrate with Microsoft Office
(Word,
Excel,
Access,
and
PowerPoint)? If yes, describe and note
areas of integration and versions
supported.
Does your proposed solution interface
with or integrate with Microsoft
Exchange/Outlook 2010 and Active
Directory? If yes, describe and note
areas of integration and function and
versions supported.
1.7.7
Training
The County has an expectation that:

1. Pre-project training will be performed for project team members to assist them in
understanding how the new software will be able to support their business processes.
We would assume that the Lead Consultants from your team would participate in these
sessions to gain an understanding of the County business processes.
2. All end-user and technical training will be performed onsite through implementation and
be performed by the Vendor. Exceptions to on-site training will be considered with the
pros/cons of such an approach articulated to the County.
3. End user Implementation Training will use a train-the-trainer approach.
4. Technical Implementation Training will include training for County staff who will be
trained on the technologies required to support the proposed solution. Training will be
sufficient to enable personnel who will operate and maintain the software/system to
achieve the level of proficiency required to support the Countys use of the
software/system. The training must provide adequate instruction for individuals who will
be managing the overall system.
5. Training should address the varied stakeholders who will have specific roles in using and
supporting the system including, at a minimum, the following:
a. Decentralized end-users
Page 46 of 63
b. Core users in the process owning departments

c. Technical staff including business analysts, system administrators, security staff,
system administrators, etc.
d. Executive level staff who need to understand how to review/approved workflows
and extract information from the system
e. Help desk support staff
f. Staff responsible for user permissions and workflow development and
maintenance
2.7.7 Training
The Vendor should provide an overall
description of their Training strategy that
addresses the following:
1. Describe your overall approach to
training. Your strategy should take
into consideration the specific solution
you are proposing, the intent to use a
train the trainer approach and the
requirements related to
implementation of the solution. The
overall strategy should include the
nature, level and amount of training to
be provided, by role.
2. In addition:
a. Provide specific detail related to the
approach towards training of
County IT staff on the application
and tools.
b. Provide specific detail related to the
approach towards training of
County staff on the solution.
c. Detail the foundational skills that
will be required to support your
solution. Include any required or
suggested outside training that
may be required.
Training Types and Documentation
1. Detail the types of training to be
provided (classroom, online, VOD,
etc.).
2. Detail the types of documentation that
will be developed and provided to the
County.

Page 47 of 63
3. Provide, by role, standard training

information such as outlines,
description of content, format,
guaranteed outcomes or any other
information that would assist the
County evaluators in understanding
the depth of the training provided.
4. Describe the tools that will be used in
developing the training material and
any technical requirements needed to
support the training materials by the
County.
5. Post implementation; describe
ongoing training opportunities for your
solution.
6. Indicate whether or not there is an
ability for staff to take and be tested
on training.
7. Provide a general schedule which
defines when training is typically
delivered in context to the overall
implementation schedule (distinguish
by role).
Training Logistics
1. Define the physical and technical
training requirements, by role, needed
to effectively deliver your proposed
training approach.
2. Any training that cannot be easily
accommodated or is not practical to
be performed onsite should be
specifically identified. Alternatively, the
County is open to conducting remote
training via the Internet but wishes to
understand the pros and cons of such
an approach.

Page 48 of 63
2.7.8
Change Management Approach
The County recognizes that moving from the current environment to a new solution is a
significant undertaking and effective Change Management will be a crucial element to overall
project success. As part of its current project governance structure, the County will be creating a
Readiness Team that encompasses Communications, Change Management and Training
requirements of the project. The Vendor should clearly explain their approach to Change
Management and include specific information related to the following:
2.7.8
Change Management Approach
1. Describe your overall approach and

strategy to the Change Management
process. In your overview, include
information on how you plan for and
manage through the following:
a. Organizational readiness and
assessment
b. Staff readiness
c. Skills transition
d. Training
e. Identifying and mitigating change
roadblocks
2. Provide an overview of your Change
Management plan and/or
methodology. The plan description
should identify roles and
responsibilities clearly defining role
ownership by Vendor and/or County
resources. The County would be
interested in understanding
approaches to Change Management
that would leverage a County staff
member in the lead role as well as an
alternate approach where the Vendor
takes the lead role.
3. Provide examples of any typical tools
or forms that may be used to support
your Change Management approach.
4. Explain how Change Management will
be resourced. If external resources
are used, include a description to the
Vendors relationship with the external
resource addressing such topics as
length, frequency and past experience
with external resource.

Page 49 of 63
2.7.9
Testing
1. The vendor should describe their

recommended approach to the
following types of testing to be
performed on the project and the type
of assistance they propose to provide
to the County related to testing:
a. System Testing
b. Integration Testing
c. Stress / Performance Testing
d. User Acceptance Testing
e. Interface Testing
f. Conversion Testing
g. Testing of Configuration
Decisions
h. Workflow and Security Testing
2. Describe your process for ensuring
that your software is at a state of
quality such that User Acceptance
Testing (UAT) goes smoothly versus
discovering data conversion and
software bugs during the UAT
process.
3. Describe your process for
transitioning from UAT to go-live
considering the possibility of open
issues that may require resolution.
4. Describe what approach is used to
insure that UAT covers all critical
components of the system, such as
Month End, Quarter End, Year End, in
the production environment.
2.7.10
Operational Redesign
With the deployment of a new application, the County must incorporate significant
operational process redesign to leverage best practices and maximize the capabilities of
the proposed solution. Vendors are requested to describe their approach towards
operational redesign including, at a minimum, the following:
1. Detail your approach to operational
process redesign. Describe who (by
role) from your team facilitates the
process.
2. Define the optimal timeline to conduct
redesign as it relates to
implementation of the new software.
Provide sufficient detail to identify
where there may be likely overlap of
Page 50 of 63
resources supporting the

implementation effort as well as
needing to participate in operational
process redesign.
3. Description of deliverables that will be
developed as part of operational
redesign.
4. Describe the optimal model for
County participation in the operational
redesign process to best maximize
your proposed solution.
5. Unique methods or techniques that
are employed.
2.7.11
System Documentation and Manuals
The Vendor is expected to provide user manuals and online help for use by the County
as part of the initial training and on-going operational support. Additionally, the Vendor is
expected to provide technical documentation.
1. Describe what documentation (user
guide, technical guide, training
materials, etc.) is provided on the
system proposed.
2. Describe what types of
documentation you will be developing
during the course of the project
including technical documentation,
core user documentation, end-user
documentation, etc.
3. Describe what documentation is
available for on-going operations,
such as troubleshooting guides, etc.
4. Describe what documentation will be
available to IT Staff for the installation
of future fixes, versions, and/or
upgrades, such as release notes, etc.
5. What service level does the vendor
offer as to the accuracy of the system
documentation? What process does
the vendor use to insure the
documentation is updated on a
regular basis?
6. Describe what efforts are made to
provide documentation that is easy to
use. Does the vendor make any
investment in usability testing?
2.7.12 Disaster Recovery Plan
Page 51 of 63
1. Describe the functions/features of

your proposed system that enable
effective business continuity and
disaster recovery processes.
2. How do you propose to achieve
effective data backup and recovery
for your proposed system?
3. Does your system have any native
capabilities to encrypt data being
moved to portable storage media
(tapes, CD, etc.)?
4. Describe any specific services you
provide related to Disaster Recovery.
5. Additionally, the County expects the

selected vendor to conduct a test of
the system backup and recovery
solution prior to go-live. Will you
comply with this requirement?
2.7.13 Knowledge Transfer
The Vendor should describe their process
for ensuring that knowledge transfer
occurs back to County staff such that
staff is capable of supporting and
maintaining the application in the most
proficient manner once the Vendor
implementation engagement is complete.

Page 52 of 63
2.7.14 Staffing Plan

The County has developed a proposed project governance structure for the project that is
pictured below.
In developing this plan, the County assumes that there will be a 50/50 split between the level of
effort provided by the County versus the Vendor as part of the implementation.
1. Resources will be required to be present on-site in Broward County all day Monday
through Friday during each design, testing and training phase to ensure availability of
the consultants to meet with SMEs (Subject Matter Experts) and other county staff.
2. Provide a Project Organization Chart augmenting the depicted Broward governance
structure.
Page 53 of 63
3. Confirm the project governance provided and identify proposed changes to the
governance structure.
4. The Vendor must detail the type and amount of implementation support to be provided
(e.g., number of personnel, level of personnel, time commitment, etc.) (see Exhibit 6)
Include resumes for all personnel that will be assigned to the project including the
following information:
a. Role on the project
b. Educational background
c. Number of years employed at your company
d. Number of year conducting their proposed role on the project
e. Certifications that are appropriate to the role they will be fulfilling on the project
(e.g., PMP certification)
f. Relevant previous experiences
5. Identify the number of Vendor staff expected to be committed to the project, by role, and
their estimated time commitment in terms of FTE time during the implementation (see
Exhibit 6)
6. Provide a Vendor Rate Schedule including the role, name, years of experience, and
hourly cost for each resource you are proposing (see Exhibit 6).
7. If the Vendor is using a subcontractor, please include the information requested in #6 for
subcontracting staff being used and their specific role on the project.
2.7.14 Staffing Plan
(continued)
8. Identify the degree to
which Vendor staff will be
on-site versus off-site
during the project.
9. Demonstrate your ability
to provide continuity of
skilled consultant
resources throughout the
duration of the project.
10. Describe the degree to
which activities will be
performed during normal
business hours versus
off-hours. Note that
normal County business
hours are currently
Monday through Friday
8:00 or 8:30 am to 4:30 or
5:00 pm.
Page 54 of 63
11. In addition, the County

requests that the Vendor
provide a description of
the resource
requirements for the
Vendor's staff and
configuration needed
during the implementation
to include the following:
a. Number of
workstations
b. Number and size
of dedicated
rooms for the
project
c. Number of desks
d. Parking
e. Telephones
f.
Network
accessibility needs
g. White boards
h. Flip charts
i.
Power
requirements
j.
Other resource
needs
12. Likewise, the County requests that the Vendor provide the following with respect to
expectations on County staff involvement during the project for a Vendor-hosted
solution including the following:
a. Identification of the number of County staff expected to be committed to the project,
by role, and their estimated time commitment in terms of FTE time during the
implementation including technical and business staff within the County. Initial
identification of project roles has been provided but should be supplemented or
revised by vendors based on their experience in implementing their product in similar
environments. (see Exhibit 6)
b. For technology resources required during the implementation include the following
for each position:
a. Skill sets required for each position
b. Training required and whether the vendor provides this training
Page 55 of 63
2.7.15 Transition, Ongoing Support and Maintenance

The County has the following assumptions regarding the provision of on-going maintenance and
support:
Application Maintenance
Application Maintenance (AM) is all activities required to keep the software package up to date
or current. AM is the integration of vendor issued systems patches & fixes for the Broward
County ERP Solution. Patches & Fixes can be delivered as individual Patches, Bundles,
Maintenance Packs, and Service Packs. The standard operations components for AM are
infrastructure and applications. Broward County must identify its target metrics for capacity,
availability and response, as well as backup and recovery. Whether managed internally or
externally, these services levels must be met to achieve a level of support and user satisfaction
that leads to user adoption. The skills required to perform these services will depend on the
system selected and the resources assigned to provide these services must be up to the task.
The environment should be more simple than complex.
Expected components of a
comprehensive maintenance plan include the following:
Business continuity including data and system back-ups
Service monitoring including:
Applications
Database
Hardware/network infrastructure
Patch management

Page 56 of 63
Application Support
Technical Support is typically provided through a 3-tiered support model as depicted below:
Tier 1 Support
The first step is to consolidate all help desks into one single point of contact with a
corresponding email address and phone number. All requests that come into the Help Desk will
be managed by Broward County employees, who in turn log requests into a Case Management
Tool. This tool will be the central repository for all support requests and their resolution. These
employees will perform the Tier 1 Support for Broward County. They will assign the request to
taxonomy of potential impact areas by application. They will also track and finalize the
resolution with the business user making the request. Upon logging the request, if the
knowledge base used by the Help Desk does not provide the resolution to the request, the Help
Desk escalates the request to the Technical Lead for the application. These systems are
already in existence at Broward County.
Technical Lead Support
Once the Technical Lead receives a request, he/she must determine if the request is a Tier 2 or
Tier 3 request. It is critical that the Technical Lead document the type of support request as well
as monitor the appropriate response outlined in either the internal or external Service Level
Agreement.

Page 57 of 63
Tier 2 Support
All Tier 2 requests are for corrections to the existing production environment due to a
configuration, data or development object failure. Tier 2 requests must be evaluated with the
corresponding support team: functional or technical. Once the evaluation determines the
problem, the request will be scheduled and resolved or will become a Tier 3 request. All Tier 2
requests are corrections to the tested and approved production environment and as such are
warranted. The Technical Lead shall assign the Tier 2 Request its highest priority classification
and ensure that the required resources are available to resolve the request in a timely manner.
The Technical Lead shall also provide status updates on a daily basis until the Event is resolved
and signed off by the Business User. The generally accepted prioritization of Tier 2 Request
Types, their description, response and resolution time and penalties will be negotiated post
selection.
Tier 3 Support
Tier 3 requests are for new functionality or enhancements to the existing production system and
must be designed and assigned a cost and priority. A budget will be established for Tier 3
requests on an annual basis.
Functional Support
A critical part of designing and developing the ERP Solution is functional configuration. The
experts who configure the solution from the integration team will be leaving the project after the
solution is in production (live). To provide ongoing support for configuration changes, an
agreement is established with the integration provider either directly if ADM for the solution is
managed internally or through the ADM provider if the ADM is managed externally.
1. For purposes of this RLI, the County is assuming that the Vendor will provide complete turnkey support and maintenance services for a Vendor-hosted solution, for the full five years.
This includes all of the activities noted above to include on-going support and maintenance
of all interfaces developed and/or implemented as part of the project as well as on-going
functional support of the application.
2. The County requests a period of 3 months on-site post go-live support for each phase to
monitor and assist in resolving post go-live issues.
3. The County requests the Vendor to provide on-site support staff during the first time
processing for all critical components of the system including, at a minimum, Month End,
Quarter End and Year End in the production environment. Please indicate in your proposal
response what process components will be.

Page 58 of 63
2.7.15 Transition, Ongoing Support

and Maintenance (continued)
4. Specify the nature and conditions of
any post-implementation support
options including:
a. Transition support services as the
County migrates from
implementation to an on-going
operational environment.
b. Onsite support (e.g. system tuning,
application configuration, interface
issues, report development,
network optimization, user training
and tips to optimize the user
experience).
c. Telephone support, including the
minimum, maximum, and average
response times (hours) provided as
part of the basic support
agreement and average response
time for the past twelve (12)
months.
d. Help Desk services for technical
support and end users. Specify
days and hours and any escalation
options and procedures. If there is
a Service Level Agreement for your
Help Desk, please provide a copy
with your response.
e. Toll-free support line.
f. Users Group (i.e. - information
about it, where it is held and when.)
If no, are you planning one?
g. Online knowledgebase (i.e. how it
is accessed, who updates it, etc.).
h. Online Problem Ticket system that
the County can view via the
Internet.
i. Online documentation to retrieve
most current versions of
documentation, including such
things as Release Notes, etc.
j. Identify the Vendors business unit
that is responsible for the support
options provided above. In your
response, please identify any part
of your support structure that is
located off-shore.
Page 59 of 63
5. The County requests that the Vendor

provide the following with respect to
expectations on County staff
involvement to provide on-going
support of the application. This
includes installing/applying any
vendor supplied fixes, versions and/or
upgrades, as well as maintaining
interfaces, reports, and any other
customizations or specialized code
developed during the initial
implementation. Please include the
following information:
a. Identification of an appropriate
governance in which to manage
the application going forward
b. Identification of the number of staff
expected to be committed to
providing on-going application
support, including the following
(see Exhibit 6):
i. Role
ii. Responsibility
iii. Estimated time commitment
in terms of FTE time including
technical and business staff
within the County
c. For IT staff resources, provide the
following additional information as
well:
i. Type of positions required
(e.g., help desk, trainer, DBA,
report developer, application
support, system administrator,
security administration, etc.)
ii. Number of FTEs within each
position
iii. Skill sets required for each
position
iv. Training required and whether
the vendor provides this
training
6. Will your support staff require remote
access to the Countys network and/or
systems in order to maintain and
troubleshoot the system using remote
access? If yes, describe the
method(s) and security used.

Page 60 of 63
a. Can this remote access be

achieved through County's
Microsoft Terminal Services Access
Gateway Advanced environment,
with RDP access to a Countymaintained workstation that
contains all required maintenance
tools, and/or RDP access to
application servers?
b. If an alternate remote access
methodology must be used,
describe what type of access is
required and what the technology
specifications?
7. Do you limit the number of County
people who can call in for support? If
yes, explain your model and how
additional people can be included. If
there is no limitation, the maintenance
agreement should clearly state this
fact. Are you agreeable to include
such language in our contract?
8. Describe the types of support needed
to keep the product under current
support and to keep the product
enhanced. Describe your
maintenance programs and options.
9. Describe your process for notifying
the customer and fixing bugs once
they have been identified?
a. What do you do to improve defect
detection and correction in your
application development
processes?
b. Provide information on known
outstanding bugs in your software
and how they are being addressed.
c. Before software is released into
general use, describe the security
testing performed. Who performs
the testing? Describe the process.
d. What will you do to address
vulnerabilities in your product
discovered subsequent to us
deploying your code? In what time
interval will they be fixed (Critical &
non-critical)?

Page 61 of 63
e. Is the software organization that

developed the software you are
proposing rated using the Software
Engineering Institutes Capability
Maturity Model (CMM)? If yes,
what is the current rating for the
organization that developed the
proposed software? What
organization performed the rating?
2.7.16 On-Going Operations
Operational aspects for managing the
application in an on-going manner should
be described to include, at a minimum,
the following:
1. Description of desired configuration in
terms of test, development, training,
and production.
2. Description of mechanism to
determine number of users
simultaneously logged into the
system.
3. Information on the batch window
typically required for the application.
4. Information on the options for
requiring password resets to be
configured into the vendors solution.
5. Information on the specific procedures
that will need to be instituted with the
system that are the responsibility of
the County versus the vendor in the
Vendor-hosted environment.
6. How do you propose to achieve
effective data backup and recovery for
your proposed system?
7. Does your system have any native
capabilities to encrypt data being
moved to portable storage media
(tapes, CD, etc.)?

Page 62 of 63
2.8
Cost Proposal
The County reserves the right to pursue direct purchase of all items and services proposed, as
well as to obtain independent financing. Costs for the Vendors proposed solution must be
submitted on the Proposal Pricing Forms provided in the Excel document, Exhibit 5.
Vendors shall consider the following as assumptions to be used when developing their Cost
proposal.
1. The County is seeking a project Agreement that is fixed-price and/or not-to-exceed, with
payment for software and services on a milestone basis. Be very specific as to which
components of your pricing are considered fixed-price versus not-to-exceed in
your response.
2. There are no additional charges for new releases or new versions of the proposed
software as they are assumed to be covered as part of the software maintenance
agreement.

Page 63 of 63

Exhibit 1 - Detailed Scope of Work

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Exhibit 1 - Detailed Scope of Work

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Detailed Scope of Work including Questions and Required Narrative

ERP Project Background...............................................................................................4

Scope of County ERP Solution......................................................................................4

Current Technical Environment......................................................................................6

Vendor Questions (Responses Required)...........................................................................12

Evaluation Criteria: Project Specific Criteria...............................................................12

Application Service Provider (ASP) or Hosted Option..................................................37

General Implementation Approach.......................................................................45

Project Management Approach............................................................................47

Hardware, Software and Storage Design and Installation Consulting..................49

Data Conversion Plan..........................................................................................49

Integrations and Interfaces..................................................................................50

Change Management Approach...........................................................................54

System Documentation and Manuals...................................................................56

Disaster Recovery Plan........................................................................................57

Broward County, FL RLI #R0866301R2 Centralized ERP Solution

Staffing Plan (continued).......................................................................................59

Transition, Ongoing Support and Maintenance.....................................................61

Broward County, FL RLI #R0866301R2 Centralized ERP Solution

Assumptions regarding the scope of services being requested

Scope of services requested as part of this RLI

Information for which the vendors are requested to provide a response

Broward County, FL RLI #R0866301R2 Centralized ERP Solution

Statement on Standards for Attestation Engagements

ERP Project Background

Scope of County ERP Solution

The scope of services include:

b. Supply Chain: Purchasing (to include associated e-Procurement related modules),

Broward County, FL RLI #R0866301R2 Centralized ERP Solution

Current Technical Environment

Windows 7 SP1 Enterprise

Office 2010 Professional Plus

Outlook 2010 SP1

Project 2010 SP1

Crystal Reports 2011

SQL 2008 R2 Reporting

Remote Desktop Mgmt.

System Center Configuration

Desktop Data Base 3

Access 2010 SP1

Visio Professional 2010 SP1

World Wide Web browser

Internet Explorer 8.x 9.x

Instant Messaging and

Web collaboration and

Broward County, FL RLI #R0866301R2 Centralized ERP Solution

Forefront Endpoint Protection

Network Operating System

Windows Server 64 Bit 2008

Server Management Tools

Systems Center Operations

Netbackup Version 7.0

Mail Server Software

Exchange Server 2010 SP1

VMware ESX 4.1

Mail Archiving Software

Exchange 2010 SP1

Mail Hygiene Software

Mail Encryption External

Windows SharePoint 2007

IM, Presence, Voice, Video

Lync Server 2010

Sun M5000 Sparc 2X