Facilities Management RFP Example

Administration for Child Support Enforcement
Request for Proposal

March 2001
1.0
Introduction and General Information
1.1.
RFP Organization
This RFP is organized into the following sections:
1.2.
Section 1.0 - Introduction and General Information provides general orientation and
background for the procurement. It includes the purpose of this procurement; identifies the
issuing agency; provides a procurement schedule and milestones; and identifies the roles
and responsibilities of various Commonwealth organizations both during the procurement
and during the project.
Section 2.0 - Procurement Guidelines, Conditions, and Procedures provides Vendors with
information on the conditions and procedures under which Proposals for products and
services requested through this RFP are to be developed and submitted. This section should
be utilized by Vendors in conjunction with Section 4.0 - Proposal Format and Preparation
Instructions.
Section 3.0 - Statement of Work details the products, services, and deliverables that Vendors
are required to provide as a result of this solicitation. This includes: an overview of the
desired technical architecture; functional requirements; approaches which the
Commonwealth desires Vendors to consider in their response to this solicitation; required
tasks and deliverables; and the desired project schedule.
Section 4.0 - Proposal Format and Preparation Instructions details the format and content
which must be included in Vendor Proposals.
Section 5.0 - Evaluation and Selection Procedures details the evaluation approach which will
be applied to Vendor Proposals, including evaluation procedures, relative point values of
various evaluation areas, cost evaluation, and Proposal ranking and selection.
Appendix A Validation Statement
Appendix B Cost Proposal Schedules
Appendix C Draft Contract for Professional Services
Purpose of the Procurement

The Commonwealth of Puerto Ricos Department of Family desires to procure the services of
an Outsourcing Contractor to provide Facilities Management services. These services must
include the operation, modification, enhancement, and maintenance of the Puerto Rico
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Automated Child Support Enforcement System (PRACSES). PRACSES is the automated tool
used by the Administration for Child Support Enforcement (ASUME for its initials in Spanish)
to comply with the requirements of Federal and Puerto Rico laws an regulations, including the
Family Support Act, the Personal Responsibility and Work Opportunity Act, as well as the
needs of the program operating components.
The selected Outsourcing Contractor will be expected to provide the following services:
Operate and maintain the PRACSES system.
Provide routine hardware/software maintenance of PRACSES during each operational year,

as well as implement enhancements, at the direction of the Commonwealth.
The Department intends that the facilities management contract be for a minimum term of two
(2) years and a maximum of four (4) years, each year to be renewed at the Departments option.
If the Department determines not to renew the contract, it shall notify the contractor within the
term specified in the Transition Plan.
1.3.
Issuing Agencies
The Commonwealth of Puerto Rico, Department of Family issues this Request for Proposal
(RFP).
The Issuing office is:
Departamento de la Familia
Oficina de Compras Secretariado
Sr. Jess Amorrortu Llona
PO BOX 11398
San Juan, PR 00910-1398
Telephone:
(787) 294-1119
Fax:
(787) 294-1118
Throughout the body of this RFP the Issuing and Project Offices are generically referred to as
the Department of Family Administracin para el Sustento de Menores (ASUME) or the
Commonwealth.
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1.4.
Procurement Schedule and Milestones

The following schedule for this procurement is anticipated by the Commonwealth:
Anticipated Dates
Event
RFP Release
Wednesday, February 28, 2001

2200120012001
Thursday, March 1, 2001
Procurement Objection Deadline
Pre-proposal Conference
Letter of Intent to Propose Deadline
Announcement of RFP release
Question and Answer Period

Deadline for Written Questions
Deadline for Resposes and Amendments
Thursday, March 1, 2001to Tuesday, March 20, 2001

As received, but no later thanTuesday, March 20, 2001
Proposals Due
1:00 PM Monday,April 2, 2001
Evaluation Period
Oral Presentations
Monday, April 2, 2001to Friday, May 4, 2001

Wednesday, April 18, 2001to Friday, April 20, 2001
Contractor Selection
Request for Review Deadline
Contracting Process
1.5.
Friday, May 4, 2001

Monday, May 14, 2001
Friday, May 18, 2001to Tuesday, June 5, 2001
Review by Federal ACF/DHHS
Saturday, May 5, 2001to Tuesday, June 12, 2001
Transition Period
Monday, June 18, 2001to Sunday, September 30, 2001
Organizational Roles and Responsibilities

This section describes the roles and responsibilities of various components of the
Commonwealth of Puerto Rico concerning the procurement of an Outsourcing Contractor for
the Facilities Management of the PRACSES Data Center.
1.5.1.
Procurement Roles and Responsibilities

The Department of the Family Bid Board jointly with ASUME will carry out the procurement
of Contractor services for Facilities Management of the PRACSES Data Center. The Board and
ASUME should be contacted with all requests and questions concerning the procurement at the
address presented in Section 0 above.
The Bid Board will respond to all inquiries regarding procurement procedures. The ASUME
Project Executive (described in Section 1.5.2 below) will provide responses regarding the scope
of work and programmatic issues.
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All inquiries and requests for information must be in writing.

An Evaluation Committee will be convened to select the PRACSES Outsourcing Contractor
under the procurement rules of the DoF. This committee will represent the interests of all users
of the PRACSES in its decision making.
This RFP was prepared with technical support from the ASUMEs Planning Contractor
(KPMG LLP). That Contractor will also provide technical support and assistance to the
Evaluation Committee in its review of Vendor Proposals, supplementing the proposal
evaluation team as needed.
1.5.2.
Project Roles and Responsibilities

Figure 1-1 presents an overview of the manner in which ASUME is organized regarding
Facilities Management.
The PRACSES project will be managed through the PRACSES Project Office located
ASUME Central Office
Edificio Metro Center
5 Calle Mayagez Primer Piso
Hato Rey, Puerto Rico 00918
The PRACSES Project Manager is:
Mara M. Horta Bennett
Director - Systems and Technology
ASUME Central Office
Edificio Metro Center
5 Calle Mayagez Primer Piso
Hato Rey, Puerto Rico 00918
Telephone: (787) 767-1851
Email:
Fax: (787) 767-3882
asumeMIS@coqui.net
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ASUME Facilities Management Organization

Aleida Varona Mndez, Esq.

Administrator
Mara M. Horta Brunet

MIS Director
KPMG LLP
Monitoring Contractor
PRACSES Project Office
Outsourcing Contrator
Project Executive
Data Center Manager
Operations
Communications Network
Help Desk
Application Support
Systems Programming
Database Management
Figure 1-1
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2.0
Procurement Guidelines, Conditions And Procedures
2.1.
Conformity with RFP Instructions

Proposals must be prepared in conformance with all instructions, conditions, and requirements
included in this RFP. Bidders are expected to examine all documentation, schedules, and
requirements and complete all schedules. Failure to observe all terms and conditions will be at
the Bidder's risk, and may render the Bidder's Proposal non-responsive.
The RFP process is for the Commonwealth's benefit only and is intended to provide the
Commonwealth with competitive information to assist in selection of services. All decisions on
compliance, evaluation, terms, and conditions shall be made solely at the Department of the
Family's discretion and made to favor the Commonwealth.
2.2.
Ineligible Bidders
Bidders who have participated in the determination of requirements for Facilities Management
of the PRACSES Data Center and/or in the preparation of this procurement will not be
permitted to bid or be subcontractors to any Bidder selected as a result of this procurement.
This restriction does not apply to procurements other than this one.
2.3.
Cost of Proposal Preparation

The entire cost for preparation of Proposals will be borne by Bidders. Unnecessarily elaborate
brochures, artwork, expensive bindings, or other presentation aids beyond that sufficient to
present a complete and effective Proposal are not desired. Bidders may not collect Proposal
preparation charges from the Commonwealth in the event of the cancellation of this RFP.
2.4.
Type of Contract
It is anticipated that a firm fixed monthly cost Contract will be awarded as a result of this
procurement. In addition to the provisions of this RFP, any additional clauses or provisions
required by Federal or Commonwealth law or regulation in effect at the time of execution of
the Contract will be included.
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2.5.
Prohibition on Communication with Commonwealth Staff

From the date of issuance of this RFP until such time as a Bidder selection is made and
announced, and for the selected Bidder a Contract is signed, all contact with Commonwealth
staff and Contractors involved in this procurement is prohibited, except as follows:
The designated contact office may be contacted in writing;
Staff may be addressed in their official capacity at the Bidders Conference;
Designated staff may be contacted as necessary to schedule and use the Procurement
Library;
Staff present at, or involved in Oral Presentations or Outsourcing Services Demonstrations

may be addressed directly at those times;
Staff involved with scheduling or conducting Bidders inspection visits of ASUMEs sites
may be directly addressed;
Firms or individuals may continue to conduct on-going business relationships with the
Commonwealth or its Contractors that are independent of this procurement.
Violation of this condition shall be considered sufficient cause for rejection of a Bidders
Proposal.
2.6.
Procurement Library
Documentation relevant to this solicitation is currently available.
This documentation may be reviewed in the Commonwealth's Procurement Library. Use of the
Procurement Library must be scheduled with the Commonwealth through the Project Manager,
as noted in Section 1.5.2 Project Roles and Responsibilities.
The following documents will be available in the library:
Puerto Rico State Plan
PRACSES Monthly Operations Reports
Facilities Management Contracts and Amendments
Implementation Advanced Planning Documents
FSA 88 Certification Documentation (1997)
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PRWORA Certification Questionnaire (September 2000)
PRACSES Transition Plan
RENE Technical Documentation
Software Configuration Reports
Other project documentation may be made available upon request.

The Procurement Library may be used only during normal Commonwealth business hours (8:30
a.m. to 4:30 p.m.). The Commonwealth will schedule the Library in half-day intervals. No more
than three (3) consecutive appointments for use of the Library may be scheduled by a Bidder.
Only one Bidder firm may schedule use of the Library during a half-day interval. No more than
three (3) Bidders staff will be permitted to use the Library at any one time.
Documents in the Library may be copied off Commonwealth premises during a Bidder's
scheduled interval for use of the Library. However, all documents must be returned to
designated Commonwealth staff at the end of each scheduled interval. Reproduction
arrangements and costs, as well as all costs associated with the Bidder's use of the Library, are
the sole responsibility of the Bidder. Failure to comply with conditions for the use of the
Procurement Library will be treated in the same way as failure to comply with any other
mandatory Proposal condition.
2.7.
Written Questions
Any explanation desired by a Bidder regarding the meaning or interpretation of RFP provisions
must be submitted in writing to the contact office referenced in Section 1.5.1 by fax or
electronic mail (email) in the interest of promptness. Please note that while questions may be
submitted via fax or email, a hard copy original must be forwarded for the record. The deadline
for receipt of requests for explanations by the Commonwealth is 4:30 p.m. on the date
referenced in Section 1.4 Procurement Schedule and Milestones. Only those explanations,
clarifications, or instructions provided by the Commonwealth in writing will be binding upon
the Commonwealth. Any information requested by a Bidder concerning the RFP will be
furnished to all Bidders who submit a Letter of Intent to Bid.
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2.8.
Letter of Intent to Bid

Bidders planning to submit a proposal in response to this RFP must submit a Letter of Intent by
the date cited in Section 1.4 Procurement Schedule and Milestones. Only those Bidders who
submit a Letter of Intent will continue to receive communications or Amendments regarding
this RFP after that date. The submission of a Letter of Intent is a mandatory prerequisite to the
submission of a Proposal and is not binding on the Bidder. The letter must include the name of
the contact individual, telephone and fax numbers, and a mailing address.
2.9.
Pre-Proposal Conference
A Pre-Proposal Conference will be held on the date specified in Section 1.4 Procurement
Schedule and Milestones to respond to questions from Bidders regarding this RFP. This
conference will be held at the ASUME Central Office main Conference Room, beginning at
8:30 a.m.
Bidders are encouraged to submit questions in writing prior to the Pre-proposal Conference.
Questions received prior to the Pre-Proposal Conference will be responded to orally, to the
extent possible, at that time. Bidders are cautioned that oral responses are not binding on the
Commonwealth until such time as they are reduced to writing and promulgated to all Bidders
for whom a Letter of Intent to Bid has been filed.
Bidders are responsible for all costs associated with attendance at the Pre-Proposal Conference.
Attendance at the Pre-Proposal Conference is mandatory and a prerequisite to submission of a
Proposal.
2.10.
Inspection of DoF Sites

During the Pre-Proposal Conference bidders may submit a request to inspect the PRACSES
Data Center and other ASUME sites. Any information which Bidders might obtain during such
visits will neither be considered official nor binding on the Commonwealth unless confirmed
by submission of follow-up written questions by the Bidder, and receipt of subsequent written
responses from the Commonwealth.
Visits may be scheduled by contacting the Project Manager indicated in Section 1.5.2 Project
Roles and Responsibilities. Bidders will be responsible for all costs that they incur in
conducting such inspection visits.
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2.11.
Revisions to the RFP

The Commonwealth has the right to amend this solicitation at any time. In the event that it is
necessary to revise any part of this RFP, an Amendment will be provided to all Bidders from
whom a Letter of Intent to Bid has been received. Acknowledgement of the receipt of all issued
Amendments shall be required in all Proposals.
2.12.
Cancellation of the RFP

This RFP does not commit the Commonwealth of Puerto Rico to award a Contract. The
Commonwealth may cancel this RFP, in whole or in part, at any time, or reject all Proposals
submitted in response, when this action is determined to be fiscally advantageous to the
Commonwealth or otherwise in its best interest.
2.13.
Objection to Procurement
Should any potential Bidder object to the structure of the procurement or the content of the
RFP, such objection must be filed by the date specified in Section 1.4 Procurement Schedules
and Milestones. The grounds for an objection are limited to allegations that the requirements or
the approach delineated in the RFP unduly burden Bidders or restrict competition.
Objections must be filed in writing with the Issuing Office. All objections will be promptly
addressed. Objections that result in modification of the RFP will result in the issuance of an
Addendum to the RFP.
Submission of a Proposal and/or failure to object to the procurement approach or RFP content
shall constitute a Bidder's waiver of future rights to protest on grounds other than the award, the
procedures for which are described in RFP Section 2.23 Proposal Acceptance.
2.14.
Proposal Validity
Proposals must be valid for 180 days following the closing date of this RFP. This period may be
extended by written mutual agreement between the Bidder and the Commonwealth.
2.15.
Multiple Proposals
Bidders may submit only one proposal.
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2.16.
Proposal Guarantee
The proposal must be accompanied by a guarantee provided by an insurance agency or an
irrevocable letter of credit, money order, or certified check in the amount of twenty five percent
(25%) of the cost for facility management services for the first twelve (12) months. This bid
bond must be valid one hundred twenty (120) days following the closing date of this RFP. This
period may be extended by written mutual agreement between the Vendor(s) and ASUME.
Irrevocable letters of credit and guarantees (bonds) must be issued by a financial institution
duly authorized to do business in Puerto Rico.
Money orders and certified checks must be issued to the name of the Secretary of the Treasury.
2.17.
Proposal Submission
Proposals must be received by the date and time referenced in Section 1.4 Procurement
Schedule and Milestones.
A valid proposal is composed of a Transmittal Letter Package, a Technical Proposal, and a Cost
Proposal. Their format and content is described in Section 4.1 Proposal Submission
Requirements.
An official authorized to obligate the Bidder shall sign the title page of this solicitation.
Signatures must be in ink. Signatures printed mechanically, or with pencil or rubber stamps
shall not be accepted. The authorized official must initial erasures or other changes in Cost
Proposals.
Documents must be addressed or hand delivered to:
Postal Address:
Physical Address:
Oficina Junta de Subastas
PO Box 11398
San Juan, PR 00910-1398
Oficina Junta de Subastas
Edificio Celulares Telfonica
Hato Rey, PR
Proposals may be hand-delivered to the above noted location between the hours of 8:30 a.m. to
11:45 a.m. and 12:45 p.m. to 4:30 p.m.
Regardless of the method of delivery, the face of each envelope must show the following:
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Name, Address, Telephone and Fax Number of Bidder
Proposal Due Not Later than: (Bidder insert date and time referenced in Section 1.4
Procurement Schedule and Milestones)
Bid Project: PRACSES Data Center Facilities Management
"Do Not Open in Mailroom"
Transmittal Letter Package, Technical Proposal or Cost Proposal
A Bidder must submit an original and six (6) copies of each Proposal.
After submission of Proposals and closing thereof, no information about the evaluation process
status will be furnished until after award is made.
The DoF Bid Board will conduct the bid opening. This process will be open to the public, and
any interested parties may attend.
The Secretary of the DoF Bid Board or his representative will direct the opening, and will be
responsible for the opening of all the bid packages and the reading of the total price bid for the
project. Once all bids have been opened and the corresponding prices read out, the bid
packages will be made available for examination by the attendees, excluding those materials
packaged and labeled as confidential by each bidder. Once all interested attendees have
reviewed the bid packages, the Secretary will adjourn the act and take possession of all the bid
packages.
2.18.
Certifications
Bidders must certify that none of the employees of the Office of Management and Budget,
Department of the Family or any of its administrations have a pecuniary interest in their offer.
In addition, Bidders must certify that Technical and Cost Proposals have been prepared and
developed without collusion with other eligible Bidders and without effort to preclude the
Commonwealth of Puerto Rico from obtaining the best competitive Proposal.
2.19.
Late Proposals
Any Proposals or Proposal modifications received at the address designated in Section 2.17
Proposal Submission. after the date and time specified in Section 1.4 will not be considered,
and will be returned unopened.
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The time of receipt at AFACs installation is the time-date stamp of such installation on the
Proposal wrapper or other documentary evidence of receipt maintained.
No hand-carried Proposal, received after the time specified in this RFP for receipt of Proposals,
will be accepted.
2.20.
Withdrawal of Proposals
Proposals may not be withdrawn after the closing time for receipt of bids.
2.21.
Oral Presentations
At the Commonwealth's option, Bidders may be required to participate in an oral presentation
of their Proposal. Should the Commonwealth elect to conduct such presentations for the
purposes of Proposal clarification, these will be held in San Juan, Puerto Rico at the date
specified in Section 1.4 Procurement Schedule and Milestones.
Individuals identified in Bidder Proposals as Senior Executives must participate in the oral
presentations. If oral presentations are held, the proceedings will be recorded and incorporated
in Bidder Proposals and the resulting Contract, as applicable.
Bidders should, however, present Proposals that are complete and comprehensive in all ways
since the Commonwealth reserves the right to award a Contract without further discussions.
2.22.
Preference Law
Bidders whose products have been awarded a certain percentage of preference by the
Preference Board must accompany with their offers documentary evidence of this award for
those cost components covered by the preference award.
2.23.
Proposal Acceptance
The Commonwealth reserves the right to accept or reject any or all Proposals, in whole or in
part, received as a result of this RFP, to waive minor irregularities, or to negotiate separately
with any or all responsible Bidders, in any manner necessary, to serve the best interests of the
Commonwealth of Puerto Rico.
All Bidders should ensure that their Proposal in response to this RFP is their best offer. The
Commonwealth reserves the right to make a Contract award without any further discussion
with Bidders regarding the Proposals received. Proposals should therefore be submitted initially
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on the most favorable terms available to the Commonwealth from a price and technical
standpoint. Bidders should state the amounts and terms of any discounts available for prompt
payments. If none will be offered, the Proposal should include a statement to that effect.
Discounts, however, shall not be considered in the evaluation of Cost Proposals. It is
understood that all Proposals will become part of the official file without obligation to the
Commonwealth.
In the event the DoF chooses to negotiate in any manner with one or more Bidders, it may,
following the conclusion of all such negotiations, issue a revised RFP or portion thereof
containing, among other things, any matter, offer, condition, or enhancement elicited from or
proposed or suggested by any Bidder during the course of such negotiations, and solicit the best
and final offers from such Bidders.
The DoF has the right to request improvements to, enhancements of or other revisions to any
specific proposal at any time if it deems such to be in the best interest of the DoF. No Bidder
shall have any rights against the DoF or the Evaluation Committee members arising at any
stage of the solicitation from any negotiations that take place, or from the fact that the DoF
does not select a Bidder for negotiations.
Award shall be made to the responsible Bidder whose bid meets the requirements,
specifications, terms and conditions and RFP instructions and upon the consideration that all
factors, including price, shall be the most favorable to the Commonwealth.
The Commonwealth is not considered obligated upon an award, until after execution of a
corresponding Contract.
The Bidder selected for award shall enter into Contract negotiations with the Department of the
Family. The contents of the Proposal submitted by the selected Bidder will be considered as
contractual obligations. Bidders should be prepared to incorporate into the Contract this RFP,
the Bidder's Proposal, and any other written representations submitted with the Proposal.
Failure to meet these obligations will result in cancellation of the award and execution of the
Proposal Bond.
2.24.
Debriefings
The Commonwealth will notify all Bidders of any award issued as a result of this RFP.
Unsuccessful Bidders may, within 10 days of such notification, request a debriefing and
discussion of their Proposals by contacting the Issuing Office in writing. Debriefings will not
include any comparisons of unsuccessful Proposals with other Proposals.
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2.25.
Non-Registered Bidders
In accordance with Article 7.16 of the Formal Bid Regulations of the Department of the
Family, any non-registered Bidder that participates in this bid will have ten (10) day after the
closing of the bid to submit all documents required to be registered in the Bidders Registry.
Bidders not complying with this requirement will be disqualified from receiving any award.
2.26.
Request for Review

Any Bidder who, for reasonable objections, is not in agreement with any solicitation or award,
may submit a request for review of the award in accordance with the terms of applicable DoF
procurement regulations.
Bidders who submit a request for review of the award from the DoF Board of Review must post
a guarantee provided by an insurance agency or an irrevocable letter of credit, money order, or
certified check in the amount of twenty five percent (25%) of the cost for facility management
services for the first twelve (12) months. A request for review submitted without the
accompanying guarantee shall be returned without action.
Presentation of the request for review to the indicates that the Bidder accepts that if the final
decision of the Board of Review does not favor the Bidder or any of the Bidders involved in the
review process, the bond posted by each protesting Bidder will be executed in favor of the
Commonwealth of Puerto Rico.
2.27.
Commonwealth Use of Ideas

The Commonwealth has the right to use any or all ideas and concepts presented in any Proposal
received in response to this RFP unless the Bidder presents a statement of objection in their
Proposal. In no event will the Commonwealth be precluded from the use of ideas that are not
the proprietary information of the Bidder and so designated in the Proposal, or which:
Were known to the Commonwealth before submission of such Proposal; or,
Properly become known to the Commonwealth thereafter, through other sources or through
acceptance of the Bidder's Proposal.
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2.28.
Disclosure of Data
All documents submitted in response to this RFP are considered public documents and will be
available for inspection at the conclusion of the evaluation. Proposals submitted in response to
this RFP may contain proprietary technical and financial data that the Bidder or its
subcontractor does not want used or disclosed for any purpose other than evaluation of the
Proposal. The use and disclosure of any such technical and financial data may be restricted
provided the data is packaged so as to permit its segregation from the rest of the proposal. If a
Contract is awarded to the Bidder, the Commonwealth shall have the right to use or disclose the
technical and financial data to the extent otherwise provided in the Contract. The
Commonwealth does not assume liability for the use or disclosure of unmarked technical and
financial data.
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3.0
Statement of Work for Outsourcing IT Operations
3.1.
Introduction and General Information

This document provides details of the facilities management, information technology services
and other related services desired by the Commonwealth of Puerto Rico and the Administration
for Child Support Enforcement (ASUME for its initials in Spanish). The purpose of this
procurement Is to secure the services of a vendor to maintain the operations of the Puerto Rico
Automated Child Support Enforcement System (PRACSES) and the Registro Estatal de
Nuevos Empleados System (RENE for its initials in Spanish) at the required levels to support
the administrations responsibilities. For the purposes of this document, the organization
responsible for executing the proposed solution will be referred to as the Outsourcing
Contractor (OC).
3.2.
Definitions of relevant terms

The following defined terms shall have the meanings specified below:
1. Additional Fees shall mean the fees negotiated for Additional Services.
2. Additional Services Proposal shall mean any proposal, submitted by OC in response to
ASUMEs Request for Proposals for the performance of any Additional Service. This
proposal must contain a description of the scope and functionality of such Additional
Service and an estimate, as may be applicable, of the computing, communications, human
resources, and capacity requirements necessary to develop and implement such Additional
Service.
3. Additional Services Schedule shall mean, in the event that ASUME elects to have OC
perform any Additional Service, a written amendment to the original agreement, executed
by ASUME and OC, in a form to be agreed upon by the parties with respect to such
Additional Service.
4. Additional Services shall mean those services requested by ASUME from the OC that are
(1) outside the scope of this proposal or (2) which require resources not covered by the
agreement between ASUME and OC or (3) which require additional start-up expenses.
5. Application Enhancements shall mean any changes required to add new functionality
requiring over 2 staff-months of effort.
6. Applications Software shall mean the RENE and PRACSES software operating, as they
may be updated from time to time during the term of the agreement between ASUME and
selected OC.
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7. Asset Management Services shall mean the services OC shall provide ASUME regarding
the inventory, cataloging, monitoring, and management of all asset components of the
Application Software.
8. ASUME shall mean Administration for Child Support Enforcement, the entity created by
Puerto Rico Law 86 of August 17, 1994, as amended, with a principal place of business at
San Juan, Puerto Rico.
9. ASUMEs Agents shall mean the subcontractors and agents of ASUME.
10. ASUMEs Data shall mean all data and information submitted to the OC by ASUME in
connection with the Services to be provided for the Application Software.
11. ASUME Machines shall mean those machines and equipment owned or leased by
ASUME to support the Application Software, including those machines and equipment in
the PRACSES Data Center, as may be modified from time to time during the term of the
resulting agreement.
12. ASUME Project Manager shall mean the individual who is appointed by ASUME who
will act as the primary point of contact for OC with respect to each partys obligations
under the resulting agreement.
13. ASUME Service Locations shall mean the service locations owned, leased, or under the
control of ASUME.
14. ASUME Software shall mean the ASUME Proprietary Software and the ASUME Third
Party Software, collectively.
15. ASUME Third Party Software shall mean any third party software licensed to ASUME.
16. Benchmark Information shall mean the objective third party information that will be
required to conduct or support the Benchmark, as ASUME and OC jointly determine it.
17. Benchmark Results shall mean the final results of the Benchmarking Process delivered
by the Benchmarker in a written report including identification of the figures and
supporting documentation.
18. Benchmark Review Period shall mean the 15 working day period following receipt of the
Benchmark Results during which ASUME and OC review such Benchmark Results.
19. Benchmark shall mean each comparison measurement of the Benchmarking Process.
20. Benchmarker shall mean the independent third party agreed by ASUME and OC to
perform the benchmarking process. Fees and expenses charged by benchmarker will be the
responsibility of the OC.
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21. Benchmarking Process shall mean the objective measurement and comparison process
(utilizing baselines and industry standards agreed to by both parties) established by
ASUME and OC.
22. Change Control Procedures shall mean the written procedures for handling and
implementing Changes agreed upon by the parties.
23. Change(s) shall mean all changes to the Systems and the Services that would alter the
functionality or technical environment of the Systems.
24. Confidential Information shall mean all confidential or proprietary information and
documentation of such party, including,(a) with respect to ASUME, all ASUMEs Data and
other information from ASUME or the Application Software users that is not permitted to
be disclosed to third parties under local and federal laws, and (b) the terms of the
agreement and the supporting schedules.
25. Consents shall mean all consents, approvals, authorizations, notices, requests, and
acknowledgements that are necessary to allow, (a) OC to use the Application Software, the
respective Machines, and the services under ASUMEs third party service contracts to
provide the Services, (b) OC to use the OC Software, the Developed Software, and the OC
Machines to provide the Services, (c) OC to assign to ASUME all rights and title in the
Developed Software, and (d) ASUME to use the OC Software and the Developed Software
during the applicable term and upon expiration or termination of the agreement between
ASUME and OC.
26. Consequential Damages shall mean any indirect, special or consequential damages or
amounts for the loss of funds, or savings relating to ASUMEs or OC performance under
the resulting agreement.
27. Contract Year shall mean each 12-month period commencing on the agreement effective
date or the anniversary of the agreement date during the term.
28. Data Services shall mean the services to be provided by OC for the operation and support
of all telecommunication services and equipment required to provide data transfer and
remote access to and within the Application Software and its components.
29. Developed Software shall mean (a) any modifications or enhancements to Application
Software and (b) any software and related documentation developed pursuant to the
resulting agreement by OC and OC Agents.
30. Development Request shall mean any request executed by ASUME and OC for the use of
resources in Application Development.
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March 2001
31. Disaster shall mean the occurrence of a disaster at any ASUME service location as that
term is commonly referred to in the data processing industry and in the Disaster Recovery
Plan maintained by OC for the PRACSES Data Center.
32. Documentation shall mean all documentation, written materials, work papers,
configurations, manuals (including the Management Procedures Manual and the Change
Control Procedures), and other work product prepared by or on behalf of OC or otherwise
used by OC or OC Agents in connection with providing the agreed service.
33. Employee(s) shall mean the Project Staff members who are (a) assigned to the key
positions identified in the resulting agreement and (b) identified, and agreed upon, by the
ASUME Project Manager and the OC Project Manager.
34. End User(s) shall mean the remote end users at the different ASUME Service Locations.
35. End-User Machines shall mean the End-User machines and equipment.
36. Fees shall mean the agreed Fees, and any Additional Fees that may result in the future.
37. Force Majeure Event shall mean any failure or delay caused by a party due to fire, flood,
earthquake, elements of nature or acts of God, acts of war, terrorism, riots, civil disorders,
rebellions or revolutions, strikes, lockouts, or labor difficulties, court order, third party
nonperformance (except the non-performing partys subcontractors or agents), or any other
similar cause beyond the reasonable control of such party and without the fault or
negligence of such party; provided that such failure or delay could not have been prevented
by reasonable precautions and cannot reasonably be circumvented by the non-performing
party through the use of alternate sources, work-around plans, or other means.
38. Hearing shall mean a non-binding resolution procedure whereby each party presents its
case at a hearing before a panel consisting of two senior executives of each of the parties
and, if such executives can agree upon such an individual, a mutually acceptable neutral
advisor.
39. Help Desk shall mean the central point of support for all End Users.
40. Improved Technology shall mean any new information processing technology
developments, including new software and hardware developments that could reasonably
be expected to have an impact on ASUMEs business.
41. LAN and WAN Support Services shall mean the server and network support services OC
will be required to provide for all (1) LAN internetworking infrastructure, including wiring,
hubs, bridges and servers, (2) PRACSES and RENE connectors and links to remote
locations and end users, and (3) WAN-connected devices, LAN-connected devices, and
stand alone devices that are part of PRACSES and RENE. As part of the required services,
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March 2001
OC will be required to provide the LAN and WAN support services from the point of user
interface to the systems network routers and front-end processors.
42. LAN shall mean local area network.
43. Machine Maintenance Services shall mean the maintenance and support services OC
must provide to the hardware maintained for the Application Software and as may be
required to perform the services in accordance with the service levels established.
44. Machines shall mean the ASUME Machines and the OC Machines, collectively.
45. Management Procedures Manual shall mean the management procedures manual
prepared by OC in the form and scope agreed upon by ASUME and OC which establishes
the procedures pursuant to which policies of ASUME and OC will be adhered to during the
Site Term and delivered by OC to ASUME within 30 days of the effective date of the
resulting agreement.
46. New Service Levels shall mean the levels of service to be provided by OC for an
Additional Service that are (a) specified in the Additional Services amendment or (b)
otherwise established by ASUME and OC.
47. Outsourcing Contractor (OC) shall mean the organization responsible for executing the
proposed solution under the resulting agreement.
48. OC Agents shall mean the subcontractors and agents of OC.
49. OC Data Center Manager shall mean an individual who from the effective date shall be
resident on a full time basis at the PRACSES Data Center and in charge of implementing
the Services. OC shall replace this individual only when required upon agreement with
ASUME.
50. OC Machines shall mean those machines and equipment owned or leased by OC.
51. OC Project Executive shall mean an individual who from the Agreement Date shall be in
charge of implementing the Services at all the Sites on a full-time basis. The OC shall
replace this individual only when required or permitted by ASUME.
52. OC Proprietary Software shall mean all software and related documentation (1) owned
by OC as of the effective date of the agreement, which is used in connection with the
services to be provided to ASUME, (2) of which OC acquires ownership after the
agreement date and is used in connection with the services to ASUME and (3) developed
by or on behalf of OC after the agreement date for use in connection with the services to
ASUME that is not OC Software or Developed Software.
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March 2001
53. OC Software shall mean the OC Proprietary Software and the OC Third Party Software,
collectively.
54. OC Third Party Software shall mean all software and related documentation licensed or
leased from a third party by OC to be used in connection with the services to ASUME.
55. OC Tools shall mean all OC-specific equipment and OC and third party toolkits used by
OC to provide the Services.
56. Performance Credit(s) shall mean, in the event of a failure to provide the Services in
accordance with the Service Levels, the performance credits incurred by OC to be applied
against the Fees identified in and according to the agreement between ASUME and OC.
57. Reassignment Waiver(s) shall mean, with respect to the OC Project Manager and any
Employee, the reassignment or replacement by OC of the OC Project Manager during the
first year of his or her assignment as the OC Project Manager due to ASUMEs consent to
such reassignment or replacement or the individuals (a) voluntary resignation from OC, (b)
dismissal by OC for (i) misconduct (e. g. fraud, drug abuse, theft) or (ii) unsatisfactory
performance as determined by OC in respect of his or her duties and responsibilities to
ASUME pursuant to this Master Agreement, or (c) inability to work due to a death or
disability.
58. Report(s) shall mean those reports (a) prepared by OC and (b) as ASUME may request
from time to time during the term of the resulting agreement.
59. Revised Benchmark Results shall mean the written response of the Benchmarker to either
ASUMEs or OCs notice disputing the Benchmark Results which addresses the dispute
and, if such dispute requires a change to any of the Benchmark Results, includes revised
Benchmark Results.
60. Scheduled downtime shall mean time the system is unavailable due to the following
conditions: (a) backups requiring extensive and exclusive access to files; (b) modifications
to the system or network configuration; and (c) maintenance to the application or the
database.
61. Service Levels mean the service levels at which the OC will be required to provide the
services requested in this proposal.
62. Severity Levels shall mean the impact on ASUMEs operations of a hardware, software,
or communications incident. These are: Severity 1, where operations are halted until the
failure is resolved; Severity 2, where operations may continue at reduced pace and
efficiency for a limited period; and Severity 3, where operations may continue at reduced
pace and efficiency for an extended period.
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March 2001
63. Software Maintenance Services shall mean the set of activities, both technical and
managerial, that ensures that software continues to meet organizational objectives in a costeffective way. These services must include the following: (a) corrective maintenance which
means correcting faults in the software; (b) perfective maintenance which is focused on
improving the software attributes such as performance, memory usage, and documentation,
without changing basic system functionality; and (c) adaptive maintenance which addresses
changes required because of a change in environment.
64. Software shall mean the ASUME Software, the OC Software, and the Developed
Software, collectively.
65. Steering Committee shall mean the committee comprised of three members, appointed by
ASUME, of ASUMEs executive management staff and three members, appointed by OC,
of OCs executive management staff.
66. System availability shall mean that the hardware and operating system are operating
normally during the 7:00 AM - 6:00 PM period. Only unplanned hardware and operating
system downtime are counted against availability. Correspondingly, during planned
downtime the system is considered available.
67. Third Party Approval shall mean all licenses, comments, approvals, or authorizations of
any person or entity the granting of which is required by law or regulation.
68. Third Party Services shall mean any services contracted by ASUME in addition to or
outside the scope of the services agreed to with OC.
69. Transition Assistance Services shall mean (1) the cooperation of OC with ASUME in
effecting the orderly transfer of the Services to a third party or the assumption of the
Services by ASUME upon request by ASUME and (2) the performance by OC of such
services as may be requested by ASUME in accordance with the agreement in connection
with the transfer of the Services to a third party or the assumption of the Services by
ASUME.
70. WAN shall mean wide area network.
71. Work Product shall mean certain documents, data, and databases created by OC and OC
Agents for ASUME and all associated communications thereto.
3.3.
Background
The Department of the Family (DoF) is the administrative structure for social service agencies
in Puerto Rico. Its agencies provide services from over 113 locations around the island.
These agencies are:
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March 2001
Administration of Families and Children
Administration for Socioeconomic Development of the Family
Administration of Child Support Enforcement (ASUME)
During 1995, the Commonwealth of Puerto Rico consolidated the programs run by
Commonwealth agencies related to child support services on the island. Under Law #86 of
August ASUME took over the child support operations of the Office of Courts Administration
(OCA) in July 1994. During that time, the data collected in OCAs child support automated
system (PALI) data was converted to PRACSES and the system was terminated. The OCA
child support staff was transferred into ASUME and its child support offices became ASUME
Service Units, which concentrate in supplying child support information to clients. ASUMEs
staff provides these services from 10 Regional Offices and 103 local offices around the island.
The Commonwealth of Puerto Rico also carried out a series of initiatives that complement
PRACSES project evolution and support ASUMEs efforts to provide more flexible and
efficient services to its clients. The ASUME venture with the most impact on the Island has
been its outsourced collection and distribution operation. The outsourcing of collections
through a private banking institution has provided ASUME clients with more choices regarding
support payments and has greatly improved collection cycle time. ASUME now has quicker
access to the money collected and can issue checks to Custodial Parents within federally
required timeframes. Disbursements are made through PRACSES and mailed by a private
entity under direct ASUME supervision.
3.4.
Relevant Program Statistics

ASUMEs quarterly collections and disbursements have increased through September 2000
from their previous level of about $43.7 million per quarter for collections and $40.3 million
per quarter for disbursements to $48.1 million and $46.6 million, respectively. The percentage
of disbursements vs. collections increased from about 92% to 95% on a quarterly basis since
PRACSES started operations.
Figure 3-1 presents quarterly collections, disbursements and cumulative percent of collections
distributed for the quarters ending December 1998 through December 2000. Figures 3-2 and 33 display indicative Caseload and Wage Withholding statistics.
3-8

March 2001
Quarter ending
Collections
Distributions
% of Collections
Distributed
December 1998
$ 40,634,093
$ 37,965,357
93%
March 1999
$ 42,027,921
$ 37,936,757
90%
June 1999
$ 47,116, 701
$ 42,017,557
89%
September 1999
$ 45,040,992
$ 43,626, 339
97%
FY 1999 Average
$43,704,927
$40,386,503
92%
December 1999
$ 45,834,087
$43,053,359
94%
March 2000
$ 47,842,976
$45,997,466
96%
June 2000
$50,221,850
$47,407,262
94%
September 2000
$48,652,999
$46,382,867
95%
FY 2000 Average
December 2000
$48,137,978
$ 49,371,320
$45,710,238
$ 46,645,213
95%
94%
Figure 3-1
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March 2001
Quarter Ending
Cases
December 1998
214,044
March 1999
218,315
June 1999
222,050
September 1999
225,230
FY 1999 Average
219,910
December 1999
227,947
March 2000
230,651
June 2000
232,103
September 2000
234,611
FY 2000 Average
231,328
December 2000
227,431
Figure 3-2
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March 2001
Quarter Ending
Wage Witholding Collections
December 1998
$ 14,506,894
March 1999
$ 14,868,372
June 1999
$ 16,475,952
September 1999
$ 16,999,591
FY 1999 Average
$ 62,850,709
December 1999
$ 18,569,903
March 2000
$ 18,636,338
June 2000
$ 17,868,132
September 2000
$ 16,129,221
FY 2000 Average
December 2000
$ 17,800,898
$ 15,865,468
Figure 3-3
3.5.
Certification Status
In February 1999, ASUME received notice of the Level I and Level II certification of the
PRACSES application, marking the successful conclusion of the CSE automation project begun
in 1992. Currently, the agency has requested certification under PRWORA, and a certification
visit is anticipated during March 2001.
3.6.
Year 2000 Status

The PRACSES Year 2000 project was kicked-off on October 1998, and the Y2K-compliant
version of PRACSES entered production on July 19, 1999. The application was subjected to
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March 2001
both an ACF visit and an independent certification by the Puerto Rico Office of Management
and Budget during July 1999.
3.7.
RENE Background
In 1996, the Commonwealth of Puerto Rico, Administration for Child Support Enforcement
(ASUME for its initials in Spanish), procured the services from GM Group to design, develop,
implement, warrant, and operate the Puerto Rico Electronic Registry for New Employees, to be
known as RENE for its initials in Spanish.
The purpose of this system is to capture new-hires data, which is submitted by the employer in
various media, such as paper (by fax or first class mail), magnetic media, and electronic
transfers.
Employers transmit this information no later than 20 days after hire date, or, if reported via
electronic or magnetic media, in two monthly transmittals no less than 12 and no more than 16
days apart. The State Directory transmits the employee new-hire information to the National
directory within three days after it is received from the employers.
3.8.
Information Technology Infrastructure
3.8.1.
Data Center
The PRACSES Data Center was inaugurated in 1994, and has served as the hub of operations
for ASUMEs automation processes. It is located in the GM Group Plaza building, 1590 Ponce
de Len Avenue, Ground Floor , Ro Piedras, PR. The facility is under lease by the current
Facilities Management Contractor (GM Group, Inc.), with an assumption clause allowing the
lease to be assumed directly y the Depatment.
The center houses the following facilities:
Mainframe computer room
Communications center
Help Desk
Application support
Administration
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March 2001
3.8.1.1. Hardware Configuration

PRACSES is supported by an advanced mainframe computing facility with the following
components:
IBM 9672 Model R15 System/390 Processor
9393 Model T82 Virtual Array Storage Subsystem
3160 Model 001 Advanced Function Printer
In addition, the center houses a Voice Response Unit which is designed to allow absent and
custodial parents to access the PRACSES application through the 800-MENORES telephone
line using touch-tone keyboards and execute queries related to their case, pending checks and
other related information, subject to security and privacy considerations.
3.8.1.2. Software Configuration

The application is supported by the following software configuration:
IBM Software
5648-099 DITTO ESA FOR VSE V1
5656-260 VSE/EREP V3
5686-026 CICS VSE V2
5686-065 VTAM V4 FOR VSE / ESA
5686-066 VSE / ESA CENTRAL FUNCTIONS V6
5686-068 COBOL FOR V1
5686-094 LANGUAGE ENVIRONMENT FOR VSE
5690-VSE VSE / ESA VERSION 2
5696-234 HIGH LEV ASSEM MVS, VM, VSE
5746-040 PSF / VSE VERSION 2
5746-DS2 VSE ./ ICK DSF V1
5746-RC5 BTAM-ES FOR DOS / VSE V1
5746-SM3 DFSORT / VSE VERSION 3 RELEASE 3
Computer Associates
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March 2001
ADS/ALIVE
DYNAM/D
DYNAM/D VSE-ESA OPTION
DYNAM/FI
DYNAM/FI VSE-ESA OPTION
DYNAM/T
DYNAM/T VSE-ESA OPTION
EMAIL +
EMAIL+ COMPANION
IDMS/CORE ESA OPTION
IDMS/DB AUDIT
IDMS/DICTIONARY MIGRATOR
IDMS/Dictionary Module Editor
IDMS/DML ON-LINE
IDMS SERVER
LIBRARIAN (BASE+LIB/AM)
LIBRARIAN(BASE) ESA OPTION
SCHEDULER
SCHEDULER VSE-ESA OPTION
SORT
TOP SECRET
TOP SECRET VSE-ESA OPTION
UNIPACK IDMS II
IDMS ONLINE QUERY
IDMS/CORE(DB+IDD+CV)
ADS/ONLINE
IDMS PERFORMANCE MONITOR
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March 2001
CULPRIT
IDMS SQL EXT.ARCH.
IDMS CAPABILITY FOR CULPRIT
IDMS-DC UPGRADE
VISUAL EXPRESS (10Licenses)
VOLLIE
VOLLIE VSE-ESA OP
Syncsort
SYNCSORT VSE
Royalblue
IDMS UCF
HelpDesk for Windows
GT Software, Inc.
AssistVision VSE
Assist/GT VSE
3.8.1.3. Personnel
The PRACSES Data Center is staffed by employees of the current facilities management
contractor, GM Group, Inc. The organization chart is presented below:
Executive Project
Director
Director
Receptionist I/O Clerk
Secretary
Operations
Supervisor
Operators
(5)
Communications
Network Supervisor
LAN/PC Specialists
(3)
Communications
Network Specialist
Help Desk
Supervisor
Help Desk
Specialists
(2)
Applications
Development
Manager
Programmers
(2)
Systems
Programming
Manager
Analysts
(5)
Database
Administrator
Systems
Programers
(2)
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March 2001
3.8.2.
Telecommunications
3.8.2.1. Configuration
The PRACSES wide area network is configured to provide line and equipment redundancy
through the implementation of Cisco routers in the core and distribution layers, replacing the
pre-existing Motorola routers.
The configuration uses two Cisco 7206 high-end routers:
Router 7206_1 is the primary unit, which connects the Guayama, Arecibo, Mayagez,
Caguas, Ponce, Carolina and Bayamn regional ASUME offices, as well as the DoF
Secretariat, and the San Juan regional office;
Router 7206_2 is the secondary unit, and connects Carolina, Guayama, Mayagez, Caguas,
Arecibo, Ponce, Humacao and Bayamn regional ASUME offices, as well as the ASUME
Central Office in Hato Rey.
Router 7206_1 is also used to connect with the US Social Security Administration.
Primary links are via T1 lines, with redundant connections using 56K, 64K and 256K lines.
The 7206 routers, together with the 3640 router located at the Data Center, form a group
sharing a virtual IP address, which is designated as the PRACSES WAN gateway. The group is
configured to provide fail-over capability (7206_1 to 7206_2 to PRACSES_3640).
The WAN distribution layer is composed of eleven 3640 routers located in each regional office,
with a supporting redundant power supply. This layer is designed to control traffic from the
local offices Motorola and Cisco 2611 routers.
3.8.2.2. Schematic
3.8.3.
Regional Nodes
3.8.3.1. Aguadilla
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March 2001
3.8.3.2. Aibonito
3-17
3.8.3.3. Arecibo
3.8.3.4. Bayamn

March 2001
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March 2001
3.8.3.5. Caguas
3.8.3.6. Carolina
3.8.3.7. Guayama
3.8.3.8. Humacao
3.8.3.9. Mayagez
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3.8.3.10. Ponce
3.8.3.11. San Juan

March 2001
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March 2001
3.9.
Organizational Objectives and Approaches

It is ASUMEs intention to enter into an agreement with the Outsourcing Contractor that will
be responsible, in the IT Facilities Manager role, for performing the four major functions as
described in the baseline objectives that follow.
3.9.1.
Production functions
Production functions include all machine operations activities that need to be carried out to
maintain PRACSES and RENE service available to users. These include:
1. Machine Operation: Machine operation consists of the actual operation of computer
hardware in the installation. Machine operation includes the mounting and dismounting of
secondary storage media (tapes/cartridges, etc.) and DASD assemblies, loading computer
paper and all other required forms into the printer(s), operating unit record equipment and
manning the CPU console.
2. Input/Output (I/O) Control: The function of I/O control is to monitor the integrity of the
data between the users and the system operations. Specifically three types of data control
are performed:
Reconciliation between data sent by the end user and data received for processing by
operations;
Run-to-run batch controls between computer processing steps which consist of

comparing the number of records processed in one program module to the number of
records processed in the next program module;
Quality assurance of output reports and case data by verifying processing totals,
checking report figures and volumes for reasonableness and ensuring adequate
distribution and security of output reports.
3. Library Control: The way to control high volumes of data is through very strict
enforcement of storage, labeling, and classification procedures. These procedures will be
supported by the program library utility system.
4. Job Scheduling: The OC will produce and execute an operations schedule incorporating the
following factors:
Run times;
Priorities;
Frequencies;
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March 2001
3.9.2.
Output Schedules;
Resources.
Administrative and Support Functions

Administrative and Support Functions include activities to support the production efforts and
any system development enhancements that will be needed by PRACSES and RENE as part of
ongoing operations. These include:
1. Documentation Control: This operational function monitors the accuracy, completeness,
and clarity of operation documentation prepared by the systems development personnel.
The documentation approval function also includes quality assurance testing of job control
language to ensure that it conforms to the operations specifications documented in the run
books.
2. Technical Support: Provide technical support and ensure the operations of the system
maintenance function including day-to-day activities. In addition, maintaining the systems
operational environment, hardware, software, host operating system, user interface
equipment software, system utilities, compilers, and other program products that support
PRACSES and RENE. OC must maintain a help desk operation with change and
consultation control features, among others.
3. Change Management: Includes the management of new processes and on-going change to
the PRACSES and RENE information technology environments. Any change must be
previously approved by ASUME and be introduced with as little impact to the users
operations.
4. Communications/Network Support: Communication support requires the monitoring of all
local and wide area network activity. This includes scheduling and performing preventive
maintenance on all the PRACSES and RENE LAN and WAN hardware and software,
recommending enhancements and modifications to improve performance, and carrying out
corrective maintenance, either directly or through third-party vendors.
5. Billing and Request Processing: This function consists of periodically providing users with
job accounting data and logging and monitoring requests for operational services.
6. Physical Security: This task includes the development and enforcement of effective
security procedures to ensure appropriate safekeeping of all PRACSES and RENE
resources. They include physical site access security, media (data) security, fire protection,
and other types of security considered as best practices in a Data Center environment.
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March 2001
3.9.3.
Resource Management and Control Functions

Resource Management and Control Functions include planning, monitoring and forecasting of
system performance and capacity usage on an ongoing basis, both at the PRACSES and RENE
hosts and over the WAN and local area networks. Based on this monitoring, the Outsourcing
Contractor will prepare quarterly projections regarding resource usage and required changes in
order to support system performance standards.
3.9.4.
System Maintenance and Enhancement

System maintenance functions include day-to-day activities to maintain the system in an
operational state that is consistent with accepted design and operational documentation.
Maintenance of the operational environment, hardware, software, host operating system, user
interface equipment software, system utilities, compilers, other program products that support
PRACSES and RENE, networks, network and communications software, application system
software, tables, etc. are included in system maintenance. Any required system enhancements
will be requested on a task order basis at rates established in this agreement for relevant skills
and positions.
3.9.4.1. Application Maintenance

The OC will be responsible for providing software maintenance services for the PRACSES and
RENE applications. These include the set of activities, both technical and managerial, that
ensures that the PRACSES and RENE software continue to meet organizational objectives in a
cost-effective way. These services shall be provided in a cost effective, maximum productivity
and highest quality manner. The following categories of services are included:
Corrective Maintenance: These include correcting faults in software. Corrective

maintenance normally occurs to correct faults that escaped detection during development
and testing of the system, or that have been introduced during previous maintenance
activities.
Perfective Maintenance: These services are focused on improving software attributes such
as performance, memory usage, and documentation. Perfective Maintenance activities
involve changes to a system which improves it without changing basic system functionality.
Adaptive Maintenance: These services address changes required because of a change in

environment.
ASUME may, at its discretion, request changes to the application related to Adaptive
Maintenance through a written notice to the OC. Where such changes include modifications to
the functional and processing requirements of the application or enhancements that require
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March 2001
more than two hundred (200) hours of work, they shall be classified as Application
Enhancements.
3.9.4.2. Application Enhancements

If the OC believes that the service request will require more than two hundred (200) hours of
work, the OC must prepare a change request, which includes a detailed description of the
change and the proposed price for making the change. If ASUME agrees to the terms proposed
on the change request, ASUME will, at its discretion, determine if the change is to be made. If
the decision is not to make the change, ASUME will advise the OC of such decision and will
not incur any expense for the investigation of the problem or the development of the change
proposed.
If ASUME decides to make the change, ASUME reserves the right to negotiate with the OC
and agree to a firm fixed price for the change, or to rearrange priorities to allow the work to be
done within existing resource constraints. The OC will not be authorized to proceed until a
properly executed contract amendment is in place. Otherwise, ASUME reserves the right to
negotiate with any qualified third party vendor to perform the services.
3.9.5.
Security
The OC must maintain a technically secure environment and ensure that no outside party can
access ASUMEs user data, subject only to ASUMEs responsibility to specify appropriate data
access rules. The PRACSES Data Center must further ensure the security of the above data by
not allowing its personnel to modify, copy or distribute any data except as necessary to tune
system performance and backup, restore or otherwise provide for its intended use and
protection. These exceptions shall be limited and granted only to those PRACSES Data Center
personnel with a need to have such access.
In addition, the OC shall ensure that no applications, utilities, or other software reside or
execute on ASUME equipment other than those authorized by ASUME, and for which suitable
licenses have been acquired. The OC will implement a means to document software loaded on
all equipment (mainframe and other) and will promptly report any unauthorized software
detected.
The OC must provide the use of smart cards, or a mutually agreed-to functional equivalent,
and controlling security software and will allow ASUME to create and update the rules for user
access to PRACSES and RENE application and data. ASUME reserves the right to perform any
Information Technology audits or reviews as considered necessary for the PRACSES Data
Center operations.
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March 2001
The OC will be required to conduct annual Type I and Type II SAS 70 reviews and to provide
the resulting reports to ASUME. The OC will be responsible for resolving any findings of the
SAS 70 reviews at no additional expense to ASUME.
The OC will be required to operate the system on a 24-hour basis, all year round. System will
be available without interruption for users from 7:00 a. m. through 6:00 p. m. on a daily basis,
Monday through Friday, unless special scheduling is authorized by ASUMEs management and
communicated to the OC. Any special scheduling shall be notified to the OC at least 24 hours
in advance.
3.9.6.
Reports and Data

ASUMEs data is and shall remain the property of ASUME. ASUMEs data shall not be (1)
used by the OC other than in connection with providing the Services, (2) disclosed, sold,
assigned, leased, or otherwise provided to third parties selected by the OC (except as provided
for in this Statement of Work and subject to ASUMEs approval), or (3) commercially
exploited by or on behalf of OC, its employees, subcontractors, or agents.
3.9.6.1. Correction of Errors

As part of the Baseline Objectives, OC shall promptly correct any errors or inaccuracies in
ASUMEs data and the report (1) caused by OC or (2), which fall within the historical level of
such errors, or inaccuracies at ASUMEs facilities prior to the Effective Date of this
Agreement. OC shall promptly correct (a) any other errors or inaccuracies in ASUMEs data
and the reports and (b) any errors or inaccuracies identified by ASUME.
3.9.6.2. Return of Data

At no cost to ASUME, OC shall, upon (1) request by ASUME at any time, and, (2) upon the
cessation of all Transition Assistance Services, (a) promptly return to ASUME, in the format
and on the media in use as of the date of the request, all or a portion of ASUMEs data and (b)
erase or destroy all or a portion of ASUMEs data in OC's possession prior to the cessation of
all Transition Assistance Services. Archival tapes containing any ASUMEs data shall be used
solely for back-up purposes.
3.9.7.
Outsourcing Contractor Organization

The OC must maintain an organizational structure with at least the following key groups, or
comparable:
Operations Group
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March 2001
Application Programming Group
Systems Programming Group
Network Support Group
Field Engineering Group
Help Desk and User Support Group for the application, the WAN and LANs and all
related operations.
Each of these workgroups shall be staffed adequately in order to meet the demand for services
within the specified service levels. Statistics must be maintained for each of the activities
performed by each individual within each group and be included along with a summary by
group, in the monthly reports as prescribed in this agreement.
3.9.7.1. Contractor Location

The OC will be responsible for operating the PRACSES Data Center at the present premises or
at any other future location that ASUME decides to its best interest.
3.9.7.2. Coordination With Other Parties

During the life of this agreement the OC must cooperate and coordinate, as necessary, with
ASUMEs collecting agent (currently Banco Popular de Puerto Rico), and any other contractor
held by ASUME for any related activities on behalf of ASUME.
3.9.7.3. Transition Plans

Outsourcing Vendors shall describe in their proposal with sufficient detail their Incoming
Transition Plan for taking over the full production operation of the existing PRACSES System
and its Data Center facilities. This transition plan must describe any proposed periods of dual
operation and estimated time frames for the assumption of each of the various direct and
supporting services described in this RFP. It should also include all information,
documentation, process reviews and any other requirements that it feels will be necessary in
order to satisfy itself as to the completeness and accuracy of the information provided in this
RFP.
During and following the transition, the OC will not change the way any services or processes
are performed in a manner that materially and adversely impacts the way ASUME conducts its
operations, including procedures for inputting data or formats of reports, without ASUMEs
consent.
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March 2001
Upon commencing operations the selected OC must prepare a Exit Transition Plan indicating
how they will progressively and smoothly turn over operations to ASUME or to another
contractor selected by ASUME, in a timely manner upon conclusion of services. These services
will be considered Transition Assistance Services. The transition should not disrupt the
PRACSES System ongoing operations and ASUME must not experience any degradation in
services or performance during the period.
This plan is due at the end of the first six months of this agreement and must be updated on an
annual basis by its anniversary date.
3.9.7.4. Disaster Recovery Plan

ASUME requires that as part of the services under the agreement, the OC must assume
responsibility for the existing Disaster Recovery Plan (DRP). During the first 30 days of the
start of Facilities Management operations, the OC must perform an assessment of the disaster
recovery requirements for the PRACSES Data Center environment with focus on critical
services. The OC must provide the final DRP for ASUMEs approval, if considered necessary,
a reasonable set of alternatives for the development of an executable site disaster recovery
program and the estimated fees associated with each alternative. In addition, OC must
periodically update and test the effectiveness of the DRP, be prepared upon ASUMEs request
to certify that the DRP is fully operational at least once every 12-month period and immediately
provide ASUME with a notice of a disaster and implement the DRP upon the occurrence of a
disaster at the PRACSES Data Center or any service location affecting the provisions or receipt
of the agreed services.
3.10.
Hardware
The OC must be able to operate the PRACSES Data Center with the existing hardware
configuration with the commitment of achieving the service levels outlined in this RFP.
In the event that the OC considers necessary any changes or upgrades in the hardware
configuration to commit to the Service Levels requested by ASUME, the OC must submit the
suggestions and/or justifications, estimated costs and purchasing terms (if appropriate) and the
supporting documentation for consideration by ASUME. Any hardware acquisition finally
considered necessary would be purchased by ASUME.
The OC will be responsible for new terminal/workstation planning, configuration and
installation. In the proposal any potential Outsourcing Vendors should describe how they
would provide these services.
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March 2001
The OC shall, upon ASUME's request, provide (during each calendar year during the Term)
installation services for up to 20 percent of the number of desktops and printers installed at the
ASUME Service Locations as of July 1 of such calendar. The OC shall review at least once every
6 months during the Term the performance of the Systems to determine the need for a refresh to
the hardware and software currently being used to provide the Services.
Upon ASUME's request, the OC may provide, as an Additional Service, any hardware and
software in connection with such refresh. The OC shall provide installation and other services in
respect of such refresh as part of the Base Services. All rights in and title to any refresh hardware
provided by the OC shall belong to ASUME
3.11.
System Software Responsibility and Limitations

The OC will be responsible for continuing to make available to ASUME all software that is
currently in use. ASUME reserves the right as to any decision of new software that the
Outsourcing Vendors might consider necessary. Any new systems or utility software finally
considered necessary would be acquired by ASUME for implementation by the OC as part of
corrective and perfective maintenance.
3.12.
Performance and Service Levels

The OC must meet the initial service levels required in this section and shall provide a plan
documenting its commitment to their improvement. Prior to each anniversary, a review will be
performed by both ASUME and the OC, leading to service levels that will improve in
proportion with the advancements in the industry. These advancements will improve service
levels due to the development of efficiency-enhancing hardware and software technology,
taking into account any changes in the nature of the workload.
If at any time the parties disagree regarding the appropriate adjustments to the service levels
targets, ASUME shall have the right to retain a consultant to make the necessary
determination(s), which shall be binding on the parties. The costs of such consultant shall be
borne by ASUME unless the consultant sustains the agencys position. In the latter event, the
OC will reimburse ASUME for such costs.
The OC shall prepare a plan describing its approach for the definition of missing service levels
and its commitment to provide the necessary measurement tools and to establishing a formal
service level reporting process approved by ASUME. This plan shall be submitted no later than
60 days after execution of the Outsourcing Contract.
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March 2001
In the event that the OC fails to maintain service levels as required herein, ASUME shall be
entitled to invoke applicable remedies that are detailed in the Contract for Data Center
Operations Services.
3.12.1. Service Levels

The following service levels must be met by the OC:
Service Category
Service Level Goal
Data Center Operations

System Availability
100% during M-F 7:00AM to 6:00PM
Scheduled Downtime
Notified for approval 48 hrs. in advance
Unplanned Outages
1 incident affecting not more than 50 users for not over

one hour over a continuous 5 day period.
System Performance
CPU (peak):
Disaster Recovery Time
85%
CPU (average):
50%
Disk space:
70%
Times CPU over Average < 5 times per day
Times CPU over Peak
< 1 time per day measured
monthly
Collections/distribution (batch) 24 hrs. for 100%
recovery
Online processes:
24 hrs. 25% of terminals affected

48 hrs. 50% of terminals affected
1 week 100% of terminals affected
Remaining batch processes: 72 hours
Maintenance Operations
Mean Time to Repair (MTTR) on a

monthly basis
Maintenance Operations
Time to Repair (TTR)
Severity 1
Severity 2
Severity 3
1 hour MTTR
8 hour MTTR
48 hour MTTR
Severity 1
Severity 2
Severity 3
8 hour TTR maximum

24 hour TTR maximum
10 day TTR maximum
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March 2001
Service Category
Backup and Recovery Services
Service Level Goal

Databases will be backed-up on a daily basis using a
three generation cycle.

Tapes will be stored in a fireproof box onsite.
Fireproof safe box should provide at least three cubic
feet of storage area, UL classified protection of one
hour at up to 1700deg F
Database will be replicated in a real-time manner in
another server off-site.
Network Performance
Response Time
< 3 sec for 90% of transactions; < 5 sec for all
Communications Reliability
98% during MF 7:00AM to 6:00PM on a monthly basis
Help Desk Response Network issues on
Average call answer time:
a monthly basis
Maximum call answer time:

Voice mail call back requests:
User satisfaction rating average:
Network Maintenance & Support
Mean Time to Repair (MTTR) on a

monthly basis
Severity 1
Severity 2
Severity 3
< 20 seconds
1 minute
< 1 hour
4+ out of 5
1 hour MTTR
8 hour MTTR
48 hour MTTR
Voice Response Unit Performance

Unattended availability
Monday - Friday:
8:00AM - 11:00PM
Saturday and Sunday
and legal holidays

Unplanned Outages
8:00AM - 6:00PM
< 2 hours per telephone line during any continuous 5-day

period
Application Performance & Support

Process Reliability
< 1 day/month unreconciled cash collections for causes

other than ASUME user error
Batch Processing after Downtime
Upon resolving any outage 100% of batch

collections/distribution transactions are processed within
24 hours and prior to any online transaction.
Reporting Reliability
100% of system reports to be correct with regards to
calculations and correctness of data used as input

Corrections to reports completed < 3 days
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March 2001
Service Category
User Support Application issues
on a monthly basis
Service Level Goal

Average call answer time:
Maximum call answer time:
Voice mail call back requests:
User satisfaction rating average:
Problem Management Services
< 20 seconds
1 minute
< 1 hour
4+ out of 5
90% of trouble tickets

100% of trouble tickets
5 days
30 days
Within 60 days of the execution of the Contract for Data Center Operations Services, the OC
must present a detailed plan describing the service level monitoring software, practices and
procedures that will be used for managing and monitoring the service levels. All service levels
must be reviewed quarterly and adjusted as required annually, at ASUME's option.
The OC must train at least one ASUME employee on the service level monitoring software
proposed so that ASUME can monitor the same information via console or remote access.
3.12.2. Performance Credits

A system for defining and calculating performance credits in the event of a failure to meet
agreed-upon service levels and other performance measurement standards will be put in place.
These amounts must be credited to ASUME on the next monthly billing.
In the event of noncompliance with the required service levels as stated in Section 3.12.1, the
OC will be required to compute the resulting performance credits as the percentage difference
between the target service level and the actual result.
This credit shall apply to the monthly charge related to the service category impacted:
Data Center Operations
Network Performance
Application Performance & Support
3.12.3. Root Cause Analysis

In the event the OC fails to provide the services in accordance with the service levels, the OC
will, at no cost to ASUME:
Perform root cause analysis to identify the cause of such failure;
Correct such failure;
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March 2001
Provide ASUME with a report detailing the cause for, and procedure for correcting, such
failure; and
Provide ASUME with reasonable evidence that such failure will not recur.
This process shall take place over a period not to exceed 15 working days after the failure
occurred.
3.12.4. Timely Completion of Batch Production Work

The following batch processes must be completed successfully within ten (10) consecutive
hours of processing time with no adverse impact to normal daily activity:
End of day
End of week
End of month
End of year
3.12.5. Benchmarking
ASUME expects the OC to engage at the OCs cost an independent party agreed upon by
ASUME to conduct benchmarking of PRACSES and RENE technology and service levels. The
proposing Outsourcing Vendors should describe its proposed use of benchmarking to measure
PRACSES and RENE technology and service levels and their ability to support desired service
levels.
This benchmarking process will be carried out within ninety days of execution of the Contract
for Data Center Operations Services, and shall be revised annually on the contract anniversary.
3.13.
Help Desk Workload

The OC must be able to handle at the Help Desk a volume of requests as described in the
following table and provide for an adequate growth rate through the term of the agreement:
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March 2001
PRACSES Help Desk

Statistics of Requests Received
Report as of February 17, 1999
Average
Sep
Oct
Nov
Dec
Jan
Total
by Category
19
21
19
15
81
14
41
19
16
12
102
16
20
122
193
147
137
88
687
137
30
22
39
57
149
30
72
96
76
112
91
447
89
17
57
34
44
40
233
298
301
322
290
507
728
635
695
537
38
289
1466
620
Staffing to cover these areas should be sufficient to ensure that 90% of all requests are
completed within 5 days, and no request is open over 30 days.
3.14.
Required Deliverables
The OC must provide the following:
3.15.
Operations Transition Plan - This plan should describe all transition steps and tasks to
describe the progressive and incremental approach to be used to ensure training of
ASUMEs staff or another future outsourcing contractor. The main objective is to support
ASUMEs or the future contractors capability to effectively take over the operation of the
system without disruption of on-going operations. This plan must be implemented in a time
frame of 30 to 180 days.
Transition Issues and Plan for Resolution This report must define which are the
transition barriers or critical issues and the approach or action plan to be taken to guarantee
a smooth and effective transition of resources from GM Group to the Outsourcing
Contractor.
Outsourcing Program Management Performance Reporting

Report Type/Name
Description
Frequency
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March 2001
Report Type/Name
Description
Daily Report
Present principal metrics and incidents
Executive Overview
Highlights Major Improvements, Failures, &

Trend Changes
Customer Service Center:
Frequency
Daily
M/Q/Y
M/Q/Y
Call Volume (Total & By Type
Call Volumes to Help Desk
M/Q/Y
Call Hold Time
Wait Time for Caller
M/Q/Y
Resolved on Initial Call & Time to Begin to

Work Problem for All Others
M/Q/Y
Time to Fix Problem
M/Q/Y
Move/Add/Change (MAC)
Volume of in Total & By Type
M/Q/Y
Activity
Volume in Total & By Type
M/Q/Y
Shows MAC Activity Completed per

Service Level Agreement (SLA) Targets
M/Q/Y
Shows Availability Trend for each

Resource
M/Q/Y
Shows Utilization % & Trend for each

Resource
M/Q/Y
Shows Response Time Metrics & Trends

for Each Critical Resource Delivered
M/Q/Y
Asset Base Report
Shows Numbers of Units by Type for ALI

Asset Classes (SW/HW) Managed
M/Q/Y
Report Delivery
Reflects Statistics on On-time Delivery of

all type of Ad-hoc & Production Reports
Time to Respond (Average & By
Problem Severity)
Time to Resolve (Average & By
Problem Severity)
On-time Completion
System/Network
Availability by Type
Utilization By Type
Response Time By Type
Voice Response Unit:

Outages
Minutes per hour per line
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March 2001
Report Type/Name
Description
Frequency
Customer Satisfaction:
Ad Hoc Survey Results
% Satisfied vs. Service Level Targets
Formal
% Satisfied vs. Service Level Targets
S/Y
Application Development:
Maintenance/Upgrades Requests &
Shows New Requests, Backlog, and

Completion By Complexity/Length/Etc.
M/Q/Y
Total & Average per Full Time Equivalent

(FTE)
M/Q/Y
Measures Number of Errors in Thousands

FP or Millions LOC Delivered
M/Q/Y
Number & Time to Complete & %

Corrected on First Effort
M/Q/Y
Shows major Milestone Schedule, Effort,

and To Date Status Against Effort, Time, &
Dollars
M/Q/Y
Shows Amount of Training Provided
M/Q/Y
% Satisfied
M/Q/Y
Project Review
(All Non-Application Activity)
Shows major Milestone Schedule, Effort,

and To Date Status Against Effort, Time, &
Dollars
M/Q/Y
Root Clause Analysis
For any Deviation from Service Level

Target, a Summary of the Root Clause
Analysis will be Provided. Each Event that
is out of Bounds is Shown with Plan to
Prevent Reoccurrence.
As Required in
Each Category
Completion
Function Points (FP)/Lines of Code
(LOC) Delivered
Errors per X
Fix & Repair
Project Status (for All Project Work)
Training:
Class Days Provided (May be by
Type)
Student Satisfaction
Notes: Frequency is Monthly (M), Quarterly (Q), Semi-Annually (S), and Annually (Y)
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March 2001
The OC will be required to furnish reports on the following schedule:
Daily reports by Noon of the following workday.
Weekly reports and cycle processing reports by Noon of the next working day after the
scheduled run.
Monthly reports by Noon of the fifth working day after the end of the month.
Quarterly reports by Noon of the fifth working day after the end of the quarter.
Annual reports by Noon of the tenth working day following the end of the year (whether
Federal fiscal year, or other annual period).
Ad-hoc and on-request reports on the date specified in the report request.
All reports produced will reflect current month performance/status; but will provide previous
activity levels so trends can be analyzed. This can be done on one report or via separate charts
that show the trend analysis data and conclusions about the trends depicted.
The definition and construction of all reports should focus attention on the elimination of
reoccurring problems, improvements in the quality of services delivered, attainment of
contractual SLAs, and an ongoing improvement in customer satisfaction (i.e. the ultimate
measure of success).
The OC must provide ASUME, in a timely manner, access to all data specified by ASUME as
necessary to monitor the availability, performance and cost of the PRACSES and RENE
application, and to plan for future growth. Examples of such requests include Facilities
Management reports, Data Communications Monitor reports, Resource Management Facility
reports and data, Log Dumps, hardware and software inventories and other reports and data
generally available in a production data center.
3.16.
Additional Services
ASUME reserves the right to solicit, negotiate and award any arising additional PRACSES and
RENE related consulting services, which are outside the scope of this RFP, from the OC or any
qualified third party vendor at its sole discretion.
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March 2001
3.17.
Data Center Staff and Management

The Outsourcing Vendors must include in the proposal a description of its proposed account
management structure for this agreement, including the proposed staffing plans.
3.17.1. Senior Executives

The OC shall appoint an individual who from the effective date of the agreement shall be in
charge of implementing the Services on a full-time basis, and shall serve as the senior policy
maker. This individual shall be designated the Contractor Project Executive.
The OC shall appoint an individual who shall be responsible for the day-to-day management of
the PRACSES Data Center. This individual shall be designated the Data Center Manager. The
Data Center Manager shall be located at the PRACSES Data Center.
Collectively, the Contractor Project Executive and the Data Center Manager are the OC's
Senior Executives.
The OC's appointment of any Senior Executive shall be subject to Customer's consent. The
initial proposed Senior Executives shall be designated by the Vendor in its proposal.
The OC shall not reassign or replace any Senior Executive during the first two (2) years of his
or her assignment unless:
1. ASUME provides prior written consent to such reassignment or replacement or
2. the individual
a. voluntarily resigns from the OC,
b. is dismissed by the OC for misconduct (e.g., fraud, drug abuse, theft) or unsatisfactory
performance in respect of his or her duties and responsibilities to ASUME or the OC
c. exercises leave under the provisions of the U. S. Family Medical Leave Act
d. is removed from the Project Staff at the request of ASUME
e. is recalled by the military
f.
is unable to work due to his or her death or disability.
Items (1) and (2) above shall be designated as "Reassignment Waivers".
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March 2001
In the event that ASUME notifies the OC that ASUME wishes the OC to replace either of the
OC's Senior Executives, ASUME, and the OC shall meet to attempt to resolve ASUME's
concerns.
3.17.2. OC Key Employees

As of the effective date of the Contract and from time to time as ASUME and the OC may agree
during the Term, ASUME and the OC shall designate certain employees of the OC as key
employees. The OC Key Employees shall be dedicated to the ASUME account full-time.
The initial OC Key Employees shall be:
Operations Supervisor
Communications Network Supervisor
Help Desk Supervisor
Application Development Supervisor
System Programming Manager
Database Administrator
Except for a replacement or reassignment of the OC Key Employees due to the occurrence of a
Reassignment Waiver, OC shall not reassign or replace any OC Key Employee (1) if such
reassignment or replacement would materially disrupt ASUME's operations, (2) until the
completion of any projects to which the OC Key Employee is assigned, and (3) without the prior
written approval of ASUME.
3.17.3. Project Staff

The OC shall appoint sufficient staff of suitable training and skills to provide the Services (the
"Project Staff"). The members of the Project Staff dedicated full time to the ASUME account as
of the Effective date of the Contract shall have at the skill levels by classification described in
Section 3.17.2. The OC shall provide ASUME with a list of all OC employees dedicated full time
to the Project Staff at the end of every calendar month after the Effective date of the Contract. The
OC shall not reduce the number of full-time people on the Project Staff without prior written
consent of ASUME.
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March 2001
3.17.4. Subcontractors
The OC may not subcontract any of the Services without ASUME's consent. The consent of
ASUME to any subcontracting shall not relieve OC of its responsibility for the performance of its
obligations related to this Statement of Work.
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March 2001
4.0
Proposal Format and Preparation Instructions
4.1.
Proposal Submission Requirements

This section describes the requirements for Vendor Proposals submitted in response to this
RFP. The information in this section is intended to ensure submission of information essential
for understanding and evaluating Proposals. Vendors may include any additional information
deemed pertinent. Emphasis should be on the Vendors ability to satisfy the requirements of the
RFP. Information submitted in the Vendors Proposal must be current, accurate, and complete.
Misrepresentation of Proposal data will be considered grounds for rejection of the Proposal or
cancellation of the Contract, if one has been awarded, and appropriate legal remedies may be
sought.
The selection procedure for this procurement requires that the technical evaluation of the
Proposals be conducted before the Cost Proposals are distributed to the Evaluation and
Selection Committee. Consequently, separate Technical and Cost Proposals are to be submitted
in separate, sealed envelopes. In addition, Vendor Proposals responding to this RFP must be
submitted on disk using Microsoft Word, Excel, and Visio, as appropriate.
The Technical Proposal shall not contain reference to cost. All resource information, such as
data concerning labor hours and categories, materials, subcontracts, etc., shall be contained in
the Technical Proposal so that the Vendors understanding of the Statement of Work may be
evaluated. The Technical Proposal must disclose the Vendors technical approach in as much
detail as possible including, but not limited to, the information required by the Technical
Proposal instructions.
After the Technical Proposals have been evaluated and rated, Cost Proposals for Vendors
whose proposals receive the highest technical scores will be opened and rated. No amendment
to the Proposal shall be made after the closing date, unless specifically requested by the
Commonwealth.
4.2.
Mandatory Nature of Terms and Conditions

The Commonwealth requires that any Contract resulting from this RFP must include the
Contractual Terms and Conditions presented in the Draft Professional Services Contract
included as Appendix C Vendor Proposals must include a statement of agreement with these
Terms and Conditions. Any exceptions that Vendors wish to raise must be addressed in the
Question and Answer process. Changes to these Contract Terms and Conditions may be made
only through an Amendment to this RFP.
Failure to specifically agree to these conditions will render Proposals non-responsive.
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March 2001
4.3.
Transmittal Letter Package

A Transmittal Letter Package, including a transmittal letter prepared on the Vendors business
stationery should be submitted under separate cover to accompany the original and each of the
required copies of the two-volume Proposal set. The purpose of this letter is to transmit the
Proposal, therefore, it should be brief. The letter must be signed by an individual who is
authorized to bind the Vendor to all statements, including services and prices contained in the
Proposal.
The Transmittal Letter must provide a statement for each of the following:
Confirm that no cost or pricing information is included in the Technical Proposal;
Identify all amendments to the RFP received by the Vendor; if no amendments have been
received, a statement to that effect is to be included;
Confirm that the Vendor will maintain and operate the PRACSES Data Center and meet all
RFP requirements and all performance requirements set forth in the RFP, or clearly specify
any deviations;
Confirm agreement with the Draft Professional Services Contract, and/or indicate
exceptions taken during the Question and Answer process and responded to positively by
the Commonwealth; and
Confirm that the proposed services and price will remain valid for one hundred eighty
(180) days following the proposal due date.
In addition to the transmittal letter, the Transmittal Letter Package must include the solicitation
title page, the original proposal guarantee certificate as noted in Section 2.15, the Validation
Statement form (see Appendix A) signed by the authorized Vendors representatives, and
Schedule B-1 Proposal Summary Form (see Appendix B).
4.4.
Volume I - Technical Proposal

This volume should be prepared in a clear and precise manner. Vendors must submit one (1)
original and six (6) copies of the Technical Proposal. Technical Proposals must be identified as
Original, Copy One, Copy Two, etc. The document should address all appropriate points of this
RFP except proposed cost information. Proposal pages must be numbered consecutively, and
all requirements must be addressed in the order presented in this RFP.
Technical Proposals must not contain any reference to cost.
MOD. 1 (03/8/01)
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March 2001
This volume consists of, and must contain, the following sections:
Executive Summary;
Corporate Background and Experience;
Technical Approach;
Information technology Considerations;
Work Plans;
Project Management Plan;
Staffing Plan; and
Additional Information.
The expected content and format of these sections is discussed below.
4.4.1.
Executive Summary
The Executive Summary should condense and highlight the contents of the Technical Proposal
in such a way as to provide the Evaluation Committee with a broad understanding of the entire
Proposal.
The Executive Summary should also contain a matrix or summary that provides specific crossreference to each proposal mandatory feature identified in Section 5.3 Compliance with
Mandatory Features. Such cross-reference should include a brief summary of how the
Vendors Proposal complies with the mandatory requirement and specific page citations that
demonstrate such compliance. Vendors should note that identification of compliance with
mandatory requirements will be determined based on the page references provided by the
Vendor. The Commonwealth will not independently identify Proposal features that comply
with mandatory requirements. Failure to comply with mandatory requirements and specifically
identify such compliance in the Executive Summary may result in a Proposal being deemed
non-responsive.
While the Executive Summary will be used to determine compliance with mandatory
requirements, no evaluation points will be awarded to the Executive Summary.
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March 2001
4.4.2.
Corporate Background and Experience

The Corporate Background and Experience section should include for the Vendor and each
Subcontractor:
Background of the parent and subsidiary company, its size, lines of business, and personnel
and technical resources;
The two most recent financial statements (preferably audited) of Vendor and
Subcontractor(s) (parent company, if parent company is guaranteeing contracting); and
Details of corporate experience relevant to the proposed contract.
The purpose of this section is to provide the Commonwealth with a basis for determining the
Vendors and Subcontractors capability (functional, technical and financial) for undertaking
this project the Commonwealth is not interested in a voluminous description of all contracts. A
concise but thorough description of relevant experience is desired. Contractor and
Subcontractor information should be presented separately.
4.4.2.1. Details of Corporate Background

The details of the background of the corporation and each Subcontractor, its size, and
resources, should present the following data in tabular form:
Date established;
Ownership (public company, partnership, subsidiary, etc.);
Primary business;
Total number of employees;
Number of personnel engaged in facilities management;
Number of years the organization has been continuously engaged in the business of
managing data processing facilities;
Specific office responsible for this project, the responsible manager and the number and
skill sets of personnel based in this location; and
Computer hardware resources.
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March 2001
4.4.2.2. Financial Statements

Summarized corporate financial statements must be provided in the body of the proposal, with
financial statements provided as an Appendix. Financial statements (preferably audited) should
be provided for each of the last two years, including at a minimum:
Summary of significant accounting policies;
Balance sheet;
Statement of income;
Statement of cash flows;
Notes to financial statements; and
Auditors reports (if applicable).
Detailed financial statements demonstrating the capability to perform this contract must be
submitted for the Prime Contractor and all Subcontractors.
4.4.2.3. Corporate Experience

This section must provide details of program experience, including all relevant Child Support
Enforcement Systems for the Vendor and each Subcontractor (if any are proposed). Cited
experience should specifically address projects operated by the Vendor, not projects upon
which a member Vendors staff may have worked.
Vendors should ensure that their documentation of experience and qualifications addresses the
following:
Child Support Enforcement systems;
Child Support Enforcement program and policy projects;
Other human services program facilities management projects;
Experience in interoperability of architectures comparable to those being proposed;
Operation and development of other information systems, both centralized and distributed;
Client/server architecture experience in Wide Area Network (WAN) operations and

support;
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March 2001
System technical support; and
System maintenance and support.
For each referenced project, the Vendor (and each Subcontractor) should present the following
data in tabular form:
a description of the work performed;
the time period of the engagement;
the FTE's assigned;
the contract monthly cost by category;
computer and telecommunications hardware and systems software utilized;
the Contractors specific facilities management responsibilities; and
customer reference (must be a senior project executive):
Business name and address
Contact name and telephone number
The Commonwealth shall have the right to contact any references of its choosing as part of the
evaluation and selection process. The Vendor should ensure that the contact information
provided is current, and the individual named is available. If the Evaluation Committee is
unable to verify a reference due to outdated information, that reference will not be counted
towards the Vendors qualifications.
For each project referenced, the Vendor must identify whether work was performed as a Prime
Contractor or a Subcontractor. For work performed as a Subcontractor, the description must
identify the share of contract costs, project responsibilities, and time period during which work
was performed.
The Vendor (and each Subcontractor) must also list all litigation, claims and assessments
(including fines and execution of bonds or guarantees, but excluding unasserted claims and
assessments) arising from its systems development and/or implementation activities.
Materiality for purposes of this requirement includes items involving amounts exceeding
$50,000.
MOD. 1 (03/8/01)
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March 2001
The information regarding each item shall include:

1. The nature of the litigation;
2. The progress of the case to date;
3. How management is responding or intends to respond to the litigation; for example to
contest the case vigorously or to seek out-of-court settlement; and
4. An evaluation of the likelihood of an unfavorable outcome and an estimate, if one can be
made, of the amount or range of potential loss.
Vendors (and each Subcontractor) shall furnish such explanation, if any, that they consider
necessary to supplement the foregoing information. In addition, Vendors (and each
Subcontractor) must identify any pending or threatened litigation, claims, and assessments or
provide a statement that the submitted list of such matters is complete.
4.4.3.
Technical Approach
The Technical Approach should describe the Vendors approach to each of the facilities
management tasks, the equipment, and capacity related requirements and the eventual turnover
to the Commonwealth. The Technical Approach must also include a discussion of the Vendors
assessment of project risks and risk management plan.
The descriptions within the Technical Approach section must include:
The Vendors understanding of overall project tasks and objectives;
The Vendors approach to validation of service levels;
The Vendors approach to supporting the entire architecture of the system, including
capacity and load issues, security, backup, and performance;
The Vendors approach to both user and technical training responsibilities; and
The Vendors assessment of project risks and approach to managing them.
Assumptions are acceptable if they are listed in a separate section with cross-references to the
related areas, and if the Vendor provides sufficient detail for the Commonwealth to re-evaluate
the proposal in view of the Vendors assumptions. The Commonwealth is not bound to accept
any deviation from the approaches mandated in this RFP on the basis of a Vendors
assumptions.
MOD. 1 (03/8/01)
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March 2001
The Technical Approach section must also address the following subjects:
4.4.3.1. Technical Architecture

Vendors must evaluate the current PRACSES Technical Architecture. In the event that Vendors
identify architectural constraints, such constraints must be specified to as a part of their
proposal.
Vendors should define any custom software and hardware modifications or enhancements that
they understand are required to provide the service levels described in Section 3.12.1. Indicate
the minimum recommended configurations that are required to perform the specific functions
for a particular type of operation, (i.e. storage, communications, workflow, etc).
Any assumptions upon which the technical approach is based must be identified and fully
explained.
The Vendor must clearly identify the hardware and software components that it is proposing to
provide, or which it requires the Commonwealth to make available at the Data Centers or other
locations. Any cost item, including, but not limited to, hardware, software, or professional
effort, required for the success of the Vendors proposed technical approach but not specifically
identified in the Vendors Proposal, will be the sole responsibility of the Vendor at no
additional cost to the Commonwealth.
4.4.3.2. Security and Privacy Capabilities

Vendors must describe an approach and plan for meeting requirements for security and privacy
identified in Section 3.0 of the RFP (Statement of Work for Outsourcing IT Operations),
especially Disaster Recovery.
4.4.4.
Project Management and Staffing

This section should include a detailed discussion of the Vendors approach to project
management and staffing, and a proposed approach to handling the special considerations of
this engagement.
MOD. 1 (03/8/01)
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March 2001
4.4.4.1. Project Management Plan

This section should address:
Methods for project status reporting, including examples of previous types of reports;
Approach to interfaces with the Commonwealth staff, including management of Contractor

travel;
Project control tools;
Project correspondence control and tracking approach;
Internal quality control monitoring to produce deliverables;
Sign-off procedures for completion of deliverables and major activities;
Approach to problem identification and resolution, including coordination of design

decisions across functional areas;
Any assumptions or constraints in developing the management and work plan; and
Procedures to be used in handling change orders.
All project plan documentation should be developed and maintained on PC-based project
management tools. Microsoft Project is the preferred project management software for the
Commonwealth. If the Vendor chooses to use another tool, it must include in its proposal the
acquisition of copies for the Commonwealth Project Office, as well as any necessary training in
the use of the tool.
4.4.4.2. Facility Management Plan

This section should include a detailed discussion of the Vendor's approach to facility
management, and a proposed approach to handling the special considerations of a Puerto Rico
project.
Specifically, this section should address:
Methods for status reporting, including examples of previous types of reports;
Activity control tools;
Correspondence control and tracking approach;
Internal quality control monitoring to produce deliverables;
MOD. 1 (03/8/01)
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March 2001
Sign-off procedures for completion of deliverables and major activities;
Approach to problem identification and resolution, including coordination of design

decisions across functional areas;
Any assumptions or constraints in developing the management and work plan;
Procedures to be used in handling change orders.
Vendors are encouraged to subcontract significant aspects of the work to local Puerto Rico
firms. It is the Commonwealth's objective to develop long-term on-island resources to service
and support PRACSES and the CSE program. The Subcontracting Plan must support the longterm resource development objective and must be accompanied by valid Teaming Agreements
that support the Plan.
4.4.4.3. Operational Plan

In this section vendors shall present their approach to the various tasks involved in PRACSES
operations and maintenance, as well as an eventual turnover of the PRACSES to the
Commonwealth or other vendor. This section shall include the proposed approach and
description to the following:
Proposed schedule for system availability, off line processing, output distribution, and
system backup of files.
Proposed performance monitoring tools and maintenance support that will be available to
ensure that all performance standards are achieved.
Proposed approach to system maintenance which addresses:
control and tracking of requested changes or performance improvements.
planning and prioritization procedures.
proposed staffing levels and skills.
testing, implementation, and documentation update procedures;
staffing transition plan.
Proposed Transition Plan including projected maximum and minimum transition periods.
4.4.4.4. Staffing Plan

The Staffing Plan section of the Vendor's Proposal must include project team organization
charts and descriptions/functions to be performed by each position, followed by resumes of all
MOD. 1 (03/8/01)
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March 2001
proposed personnel. The project organization charts should show project organization,
including all personnel, functional responsibilities, and staffing levels.
The Vendor must also provide resumes of all proposed project staff. In addition to assessing the
experience of specific individuals, the Commonwealth will consider the offered resumes as an
indicator of the Contractor's comprehension of the skill mixes and length of experience
required for each essential staffing area. Please note the staff personnel proposed must have
relevant experience.
The Vendor must present an explicit guarantee that Senior Executives and key personnel shall
not be reassigned or replaced during the first two (2) years of his or her assignment unless is has
secured a Reassignment Waiver in writing from ASUME.
The Vendor's proposed Facility Manager must be a full time employee of the Vendor prior to
the execution of the contract which may be signed as a result of this RFP.
The resumes of all personnel proposed must include at least:
4.4.5.
Experience with Child Support Enforcement systems;
Experience in Facilities Management;
Relevant education and training, including college degrees, dates, and institution name and
location;
Experience with the Prime Contractor (or any Subcontractors).
Names, positions, titles, and current phone numbers of a customer reference who can give
information on the individual's experience and competence to perform projects similar to
this one.
Additional Information
Other information that may be relevant, but does not fall in the above format, shall be provided
as an Appendix to the Vendors Technical Proposal.
If company literature and other publications are included and intended to respond to an RFP
requirement, the Proposal should include reference to the appended document name and page.
MOD. 1 (03/8/01)
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March 2001
Proposals providing no such citations will be considered complete and without need to refer to
other documents (i.e., the Evaluation and Selection Committee will not be required to refer to
the additional documents for the Vendor responses to the RFP requirements during the
evaluation process).
Any information not included in the previous paragraphs should be included here. This could
include, but is not limited to, the following:
4.5.
Assumptions;
Exceptions;
Alternatives; and
Third Party Agreements
Volume II - Cost Proposal

Vendors must submit an original and six (6) copies of the Cost Proposal in a sealed envelope
separate from the Technical Proposal. A transmittal letter from the Vendor must be included.
This letter should be brief and signed by the same person in the Vendors organization who
signs the transmittal letter for the Technical Proposal, and who is authorized to commit the
organization to the prices quoted in the Proposal. The transmittal letter must also include the
name of the person who will serve as the Vendors representative to be contacted for all
contractual matters.
The cost Proposal must present the total fixed price bid amount for all deliverables and services
proposed, except for any conversion, which must be presented as a firm fixed price per case.
Best and Final prices should be offered. This volume consists of and must contain the following
sections:
Cost Information - Vendors must fully complete Appendix B and return it as a part of the
Proposal. The Appendix must not be modified in any way. Any additions or modifications to
this form will result in disqualification of the Proposal. Any qualifications to cost should be
taken into account in arriving at the price.
Monthly Operations Costs - The Vendor must bid a monthly operations charge for each
year of operations up to four (4) years.
Hourly Change Order Rate - Vendors must bid an hourly change order rate by staff level
in the Cost Proposal.
MOD. 1 (03/8/01)
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March 2001
5.0
Evaluation and Selection Procedures
5.1.
Evaluation and Selection Committee

An Evaluation and Selection Committee will evaluate all Vendor Proposals received by the
closing deadline. The Committee may request additional technical assistance from other
sources as they deem necessary to assist in reviewing (not evaluating) the responses for
completeness and compliance with Proposal mandatory and other project requirements.
5.2.
Evaluation Process
Each member of the Evaluation Committee will review each Proposal and assign Evaluation
Points. The maximum possible Evaluation Points for each evaluation factor will be consistent
with the percentages noted below. Scoring will occur according to an Evaluation Plan and
Methodology, which will be developed prior to the receipt of Proposals. This Plan will not be
released to Vendors.
5.3.
Compliance with Mandatory Features

The Committee will review the Executive Summary of each Proposal for compliance with
required Proposal mandatory features. Each Proposal mandatory feature must be addressed,
referenced in the Executive Summary of the Proposal, and agreed to (as applicable) by the
Vendor. The Table in the following page must be responded to positively in its entirety to
document compliance.
Noncompliance with the mandatory requirements will disqualify a Vendors Proposal.
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March 2001
Criteria for Ascertaining Compliance

with Proposal Mandatory Features
Criterion
1.
A Transmittal Letter Package, including a transmittal letter prepared on the

Vendors business stationery, was submitted under separate cover to
accompany the original and required copies of the two-volume Proposal set.
2.
Technical and Cost Proposals were included in separate, sealed envelopes.
3.
An individual authorized to bind the Vendor signs the Proposal.
4.
The Transmittal Letter must provide a statement for each of the following:
Confirm that no cost or pricing information is included in the Technical
Proposal;
Identify all amendments to the RFP received by the Vendor; if no
amendments have been received, a statement to that effect was included;
Confirm that the Vendor will maintain and operate the PRACSES Data
Center and meet all RFP requirements and all performance requirements
set forth in the RFP, or clearly specify any deviations.
5.
The Transmittal Letter package must include the solicitation letter, original
proposal guarantee certificate as noted in Section 2.16 of the RFP, the
Validation Statement Form (see Appendix A) signed by the authorized
Vendors representatives, and the Proposal Summary Form (Schedule B.1).
6.
Vendor has included a statement of agreement with the Terms and Conditions
of the Draft Professional Services Contract included as Appendix C of the
RFP. Any exceptions noted by the Vendor must have been raised during the
questions and answers process.
7.
The Proposal is valid for 180 days following the Proposal due date.
8.
9.
CrossReference
The Technical Proposal is presented in the required format in both hard copy
and digital form using Microsoft Word:
Executive summary;
10. Corporate background and experience;
11. Technical approach:
Understanding of overall project tasks and objectives;
Approach to validation of service levels;
Approach to supporting the entire architecture of the system;
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March 2001
Criteria for Ascertaining Compliance

with Proposal Mandatory Features
Criterion
Approach to both user and technical training responsibilities; and
Assessment of project risks and approach to managing them.
CrossReference
12. Project management and staffing
Facility management plan;
Operational plan;
Staffing plan.
Additional Information.
The Vendor provides a Plan for the use of Puerto Rico firms as
subcontractors, and included copies of Teaming Agreements that implement
13.
14.
Project management plan;
the Plan.
15. The Vendor has presented at least three (3) references for case management
systems design, integration and implementation work similar to that outlined
in this RFP using the Reference Check form.
16. The Cost Proposal incorporates the required Cost Schedules both in hard
copy and as linked Microsoft Excel worksheets.
5.4.
Technical Evaluation
All Proposals found to be in compliance with the mandatory requirements in this RFP will be
subject to an evaluation based on the technical merits of the Vendors offer.
5.4.1.
Evaluation Factors and Point Scores

The approach that will be used by the Committee for the technical evaluation of the proposals
for this procurement is described below. Each Committee member will score the proposals
according to predefined criteria. Point scores will be awarded according to the weighting
factors indicated with each criterion in the Evaluation Plan and Methodology.
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March 2001
5.4.1.1. Understanding of the Problem

Proposals will be evaluated in terms of Vendor understanding of:
ASUME's need for comprehensive, client-focused facilities management services;
The particular challenges faced by Puerto Rico's Child Support Enforcement program;
the current environmental (geographical, organizational, technical, and social) factors

which will influence the provision of these services, and
the Vendors commitment to provide a facilities management solution which fully

addresses the Commonwealth s goals and objectives.
5.4.1.2. Corporate Background and Experience

Proposal evaluation will assess the relevance, depth, and quality of Vendor and subcontractor
experience contained in Vendor responses to RFP Section 4.4.2. Reference checks will also be
considered.
5.4.1.3. Technical Approach

Proposal evaluation will assess the responsiveness, completeness, and acceptability of Vendor
responses to RFP Section 4.4.3. Proposed approach fit and desirability will be assessed.
5.4.1.4. Project Management

Proposal evaluation will assess the completeness, logic, and acceptability of Vendors
responses to the RFP regarding the scope, depth, and reasonability of the Vendor's:
1. Project Management Plan
2. Facility Management Plan
3. Operational Plan
5.4.1.5. Personnel
Proposal evaluation will assess the qualifications, adequacy, and commitments of personnel
proposed in the Vendor response to RFP Section 4.4.4.4.
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March 2001
5.4.1.6. Presentation
Up to three Vendors whose proposals receive the highest technical scores may be required to
participate in an oral presentation of their Proposal. These will be evaluated on their clarity,
quality and content. Vendor understanding and commitment will be assessed by the responses
given to Committee questions. Oral presentations and demonstrations may or may not be held.
The Commonwealth reserves the rights to make an award without further support of proposals
received or Vendor discussion.
5.4.2.
Final Technical Scoring

The technical score available to a Vendor proposal is 70 points. Following final scoring of all
Vendor proposals that pass the mandatory submission criteria, the resulting raw weighted score
for each proposal will be tabulated. The Vendor whose raw weighted score is the highest will
be awarded 70 technical evaluation points. All other Vendors will be awarded technical
evaluation points based on the following formula:
Y=
N 70 , where
X
N=
number of raw weighted technical points awarded to Vendor n.
X=
highest number of raw weighted technical points awarded to any Vendor.
Y=
technical evaluation points awarded to Vendor n. (rounded to two decimal places)
During the technical evaluation phase, the Committee reserves the right to hold discussions
with Vendors, in order to obtain clarification of pertinent items in their Proposal. These
discussions will be in accordance with the Commonwealth Procurement Regulations.
However, the Commonwealth reserves the right to make an award without further support of
the Proposals received. Therefore, it is important that each Proposal be submitted in the most
favorable manner possible.
5.5.
Cost Evaluation
Vendors must submit separate Cost Proposals using the worksheets provided as Appendix B.
The Cost Proposal of each qualified Proposal will be distributed to the Committee following
the completion of the technical evaluation. The Committee will determine total cost (including
inherent hardware/software costs) of the Proposals in order to establish a financial ranking of
the Proposals, from lowest to highest total cost.
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March 2001
The Commonwealth may reject any cost proposal that is incomplete or contains inconsistencies
or inaccuracies on pricing schedules. No deviations, qualifications, or counter-offers to RFP
requirements and formats will be accepted.
The lowest total cost proposed will receive 30 cost points. All other Vendors will be awarded
cost points based on the following formula:
5.6.
Y=
X 30 , where
N
X=
lowest total cost Vendor proposal.
N=
total cost proposed by Vendor n.
Y=
cost points awarded to Vendor n. (rounded to two decimal places)
Proposal Ranking and Selection

The Committee will make recommendations for the award of the Contract to the responsible
Vendor whose Proposal is determined to be the most advantageous to the Commonwealth,
based on the highest combined Technical and Cost Scores.
Contract award is contingent upon approval by the Bid Board. Every effort will be made to
facilitate rapid approval and a timely start date for the contractor. Full acceptance by the
Vendor of the Draft Contract will expedite approval and project initiation.
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March 2001
A.
Validation Statement
Vendor Name:_____________________________
Validation
The signer attests that this proposal represents:
Full and unconditional acceptance of the stipulated administrative and contractual

requirements of the RFP.
Complete and valid information as of the proposal due date
Product, price and terms offerings that are valid until such date.
Validation Official: __________________________ Title:_____________________

Signature _________________________
Date _______________
Authentication
By countersigning this quotation, I confirm that this proposal constitutes a complete, authentic,
and bona-fide offer to the Department of the Family - Administration for Child Support
Enforcement that this company is fully prepared to carry out as described. The company
official who validated this proposal was authorized to represent the company in the capacity on
the date of his/her signature.
Authentication Official: _______________________ Title:_____________________
Signature _________________________
Date _______________
Verification
By countersigning this quotation, I confirm that this proposal was checked for technical
accuracy and completeness and found to be correct and appropriate for this procurement.
Technical Official: ___________________________ Title:_____________________
Signature _________________________
Date _______________
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Administration for Child Support Enforcement

Request for Proposal

Introduction and General Information

Appendix A Validation Statement

Appendix B Cost Proposal Schedules

Appendix C Draft Contract for Professional Services

Purpose of the Procurement

Administration for Child Support Enforcement

Operate and maintain the PRACSES system.

Provide routine hardware/software maintenance of PRACSES during each operational year,

Administration for Child Support Enforcement

Procurement Schedule and Milestones

Wednesday, February 28, 2001

Procurement Objection Deadline

Thursday, March 8, 2001

Thursday, March 8, 2001

Letter of Intent to Propose Deadline

Thursday, March 8, 2001

Announcement of RFP release

Question and Answer Period

Thursday, March 1, 2001to Tuesday, March 20, 2001

1:00 PM Monday,April 2, 2001

Monday, April 2, 2001to Friday, May 4, 2001

Friday, May 4, 2001

Review by Federal ACF/DHHS

Saturday, May 5, 2001to Tuesday, June 12, 2001

Monday, June 18, 2001to Sunday, September 30, 2001

Organizational Roles and Responsibilities

Procurement Roles and Responsibilities

Administration for Child Support Enforcement

All inquiries and requests for information must be in writing.

Project Roles and Responsibilities

Fax: (787) 767-3882

Administration for Child Support Enforcement

ASUME Facilities Management Organization

Aleida Varona Mndez, Esq.

Mara M. Horta Brunet

PRACSES Project Office

Data Center Manager

Administration for Child Support Enforcement

Procurement Guidelines, Conditions And Procedures

Conformity with RFP Instructions

Cost of Proposal Preparation

Administration for Child Support Enforcement

Prohibition on Communication with Commonwealth Staff

The designated contact office may be contacted in writing;

Staff may be addressed in their official capacity at the Bidders Conference;

Staff present at, or involved in Oral Presentations or Outsourcing Services Demonstrations

Puerto Rico State Plan

PRACSES Monthly Operations Reports

Facilities Management Contracts and Amendments

Implementation Advanced Planning Documents

FSA 88 Certification Documentation (1997)

Administration for Child Support Enforcement

PRWORA Certification Questionnaire (September 2000)

PRACSES Transition Plan

RENE Technical Documentation

Software Configuration Reports

Other project documentation may be made available upon request.

Administration for Child Support Enforcement

Letter of Intent to Bid

Inspection of DoF Sites

Administration for Child Support Enforcement

Revisions to the RFP