(Descriptions related to On-Going Services (equipment) Maintenance & Support are subject to change based on finalization of amendment to add these services. Targeted for implementation early-mid 2002)

Vendor must qualify to provide Consulting, and/or Systems Integration and/or Training services for at least one (1) platform-specific Categories of Expertise (Applications Development and Systems Management) OR for one (1) non-platform specific Categories of Expertise (Business Process Re-Engineering, Imaging, Year 2000, etc.). Vendor may amend its contract at any time to expand or reduce the Categories of Expertise and/or Types of Services for which it is qualified. Vendor’s qualifications must be set forth on the form provided in Part I, Mandatory Vendor Submissions, entitled: “Vendor Declaration of Expertise”, along with supporting documentation for each Category of Expertise and Type of Service.

On-Going Services, Maintenance & Support are within the scope of this RFP#S960275-E and may be sought after for any/all of the Categories of Expertise listed in this section.  Some of the categories lend themselves more naturally to the On-going provision and/or Maintenance and may be described in greater detail than other categories. However, as technologies change and expand the need for on-going and support services which are not now described in detail may be added as emerge.

For any Category of Expertise identified in this RFP#S960275-E, the " minimum of three (3) rule" will apply.  There must be a minimum of three (3) Back-Drop Contracts in order for PSG to accept a project for bid under any Category of Expertise. Where there are less than three (3) Back-Drop Contracts, PSG will advise the Authorized User to bid that project on its own by advertising in the Contract Reporter and going through a formal RFP process. Also, if less than three (3) bids are received for any Project bid through the mini-bid process, the Issuing Entity will be required to provide substantial documentation to OSC which supports the fact that the Project Definition/Specifications was in no way restrictive as to hamper/restrict the competitive bidding process among the Contractors eligible to bid on the Project. The State reserves the right, in its sole discretion, to withhold award of any Back-Drop Contract within a particular Category of Expertise until there are a minimum of three qualified respondents in that Category.

The State reserves the right at any time to revise or expand the Categories of Expertise set forth below in response to changes in technology needs. (Refer to Section D Emerging Technologies of this RFP.)

PLATFORM SPECIFIC CATEGORIES OF EXPERTISE

APPLICATIONS DEVELOPMENT

Development and modification of applications software programs within one or more of the various Platform Specific Mainframe, Mid-Range, or PC environments. Must include experience and knowledge within any one or all of the following various platforms to be considered as a Mainframe, Mid-Range, or PC qualified Contractor. These platforms include but are not limited to:

Mainframe

Mid-Range

PC

IBM (MVS,VM)

AS400, DEC

WINDOWS/NT

UNISYS (2200, A Series)

UNIX, SUN, HP

NETWARE, OS2

Vendors may qualify as Platform Specific consultants in Application Development by providing substantiating documentation within the Mainframe, Mid-Range, and/or PC environments as required in Part I, Mandatory Vendor Submissions.

SYSTEMS MANAGEMENT

Includes consulting services pertaining to the planning, programming, management and operation of systems, procedures and guidelines that work to maintain the on-going operational performance of programs (software) and the hardware on which the programs run within the Mainframe, Mid-Range, or PC environments with platforms that include but are not limited to:

Mainframe

Mid Range

PC

IBM (MVS,VM)

AS400

WINDOWS/NT

UNISYS (2200, A Series)

UNIX

NETWARE

DEC

OS/2

SUN

HP

Vendors may qualify as Platform Specific consultants for Systems Management by providing substantiating documentation within the Mainframe, Mid-Range, and/or PC environments as set forth in Part I, Mandatory Vendor Submissions.

An Issuing Entity may request from an external provider the on-going, maintenance, & support of systems either as a part of a newly developed system or application (analysis, design, implementation, support and maintenance) or as a standalone post-implementation request (e.g. Data Center support/operations).  The industry has referred to such providers as Application Service Providers (ASPs). The specifics of such services will be defined in the Project Specifications/Definition released by the Issuing Entity.

NON-PLATFORM SPECIFIC CATEGORIES OF EXPERTISE

Includes consulting services pertaining to each of the following technical areas:

BUSINESS PROCESS ANALYSIS (BPA) and RE-ENGINEERING (BPR)

Increasing competition and demands for better service are causing enterprises and agencies to evolve and re-engineer the way they do business and operate. Business Process Analysis (BPA) and Business Process Re-engineering (BPR) services focus on identifying target processes, maximizing efficiencies, managing change and leveraging technology investments to re-engineer the enterprise business functions. These services include a complete rethinking and redesigning of the enterprise from the business management and decision-making processes, through the supporting IT systems, to the underlying business transformation processes themselves.

COMPUTER-AIDED DESIGN & DRAFTING (CADD)

CADD, Computer-aided Design and Drafting, is a customizable software tool, sometimes combined with specialized hardware, used to facilitate tasks involved with the design and drafting of products. Products can range from buildings to automobiles to silverware. CADD utilizes 2-D and 3-D graphics to speed the usually labor-intensive design tasks and thus allows designers more time to spend on design changes and improvements. CADD, through viewing and rendering, provides the ability to analyze and design a system prior to its actual development and also facilitates the sharing of design details among the various design platforms.

DATA CONVERSION

Data Conversion includes the process of changing data from one form of representation to another within various mainframe, mid-range, and PC environments.

DESK TOP ASSET MANAGEMENT

Desktop Asset Management services encompass the creation of a managed life cycle for desktop computer products (including mobile computers), the ability to control cost of ownership and the ability to manage service levels. The functional services include consulting in regard to procurement, break and fix maintenance, inventory control, help desk services, management of moves and changes, network services (LAN/WAN), financial management of all desktop assets, disposal services, and problem and change management. Also included is software management which involves the key elements of inventory, distribution and license management. Applications development for desktop systems may also be included.

An Issuing Entity may request from an external provider the on-going, maintenance, & support of its Desktop Assets. The specifics of such services will be defined in the Project Specifications/Definition.

ELECTRONIC COMMERCE (EC) and ELECTRONIC DATA INTERCHANGE (EDI)

Electronic Commerce (EC) refers to business transactions done electronically over networks and through computers instead of through the mail, in person, etc. EC also includes all inter-company and intra-company functions (such as marketing, finance, manufacturing, selling, and negotiation) that enable commerce and use electronic data interchange (EDI), Internet applications, on-line services, electronic forms (E-forms), electronic mail, file transfer, fax, video conferencing, workflow, or interaction with a remote computer. Electronic data interchange (EDI) is the exchange of standardized document forms between computer systems for business use.

An Issuing Entity may request from an external provider the on-going, maintenance, & support of its electronic, inter-organizational business networks. The specifics of such services will be defined in the Project Specifications/Definition.

ELECTRONIC OUTPUT MANAGEMENT

Electronic Output Management encompasses the management of electronic transferred output. It focuses on computer output to laser disc (COLD); hard copy output production, including distributed print and distributed output management; electronic forms; COM and/or COM-replacement and paper reduction strategies, including report distribution systems (RDSs), viewers and application development tools for production output.

An Issuing Entity may request from an external provider the complete gamut of Document Management Services which include but may not be limited to:

a.      Planning and Designing of a document systems solutions

b.      Identifying resources, processes and applications to enable a document management system

c.      Performing troubleshooting, third party equipment management, production support related to the operation and use of document management equipment in production of the document applications

d.      Providing Records Management Services that include indexing, filing, refilling and retrieval from on and of-site locations

The specifics of such services will be defined in the Project Specifications/Definition.

GEOGRAPHIC INFORMATION SYSTEMS (GIS)

Geographic Information Systems (GIS) are computer systems used for capturing, storing, checking, integrating, manipulating, analyzing and displaying data related to positions on the Earth's surface. Typically, a GIS is used for the storage and manipulation of electronic maps and related data. These might be represented as several different layers where each layer holds data about a particular kind of feature (e.g. roads). Each feature is linked to a position on the graphical image of a map.

An Issuing Entity may request from an external provider the on-going, maintenance, & support of its Geographic Information Systems. The specifics of such services will be defined in the Project Specifications/Definition.

HELP DESK SERVICES

A professionally staffed Help Desk provides a single point of contact for Issuing Entities or end users, responds to their requests for assistance, and change management, and works with them toward resolving their problems. The Help Desk also facilitates tracking and reporting requests for assistance. Managers are increasingly relying on automated help desk tools and help desk out-sources. The role of the Help Desk is to provide support for the use of technology and/or services.

An Issuing Entity may request from an external provider the on-going, maintenance, & support of its Help Desk. The specifics of such services will be defined in the Project Specifications/Definition.

IMAGING SERVICES

Imaging services involve the recording, organization and retrieval of graphic images, either from a video camera or from digitally generated data. Recording of images may be on microfilm, videotape, magnetic disk or laser disk. Imaging services includes the scanning and indexing, the capture, storage and management of imaged data within the information technology environment, document management and document output, as well as, providing recommendations to the user community on the best methods for accessing and utilizing the imaging services. A common method of pricing such services is based on a "Fully Loaded Price Per Page". The Pricing Designation Page has been included in this RFP to accommodate this pricing scheme.

An Issuing Entity may request from an external provider the on-going, maintenance, & support of its Imaged Systems. The specifics of such services will be defined in the Project Specifications/Definition. (Note: NYS Industry for the Disabled is designated as a Preferred Source for conversion of documents from to microfilm and microfiche. )

INFORMATION SECURITY

This Category of Expertise includes developing a risk assessment; providing a framework, technical guidance and services to develop security guidelines and policies; and providing an end-to-end information security solutions for environments from desktop to mainframe, from point to network, and from physical site to interface between information systems. Other services include design, plan, implement, test, and certify security systems, as well as provide supporting tools for construction of such systems. A vendor may perform security incident follow-ups, including identifying the vulnerabilities and providing legal framework and resources to go after those gaining unauthorized access.

An Issuing Entity may request from an external provider the on-going, maintenance, & support of its Information Security System. This includes but may not be limited to:

a.      Hardware Security Support

b.      Software/application Security Support

c.      Disaster Recovery including at a minimum

      1.          business impact analysis

      2.          continuity of operations

      3.          contingency planning

      4.          risk assessment

      5.          simulation and testing

The specifics of such services will be defined in the Project Specifications/Definition.

INTERACTIVE VOICE RESPONSE (IVR) APPLICATION DEVELOPMENT SERVICES

This Category of Expertise includes Touchtone^® and Natural Language Speech Recognition Applications. Development of IVR applications for Authorized Users includes permitting constituents to initiate transactions, including payments to the Authorized Users. Attributes of IVR Applications (e.g dialog, call rates, and lengths, validations, local database lookups, payment processing, security, disaster recovery) will be specified at the project level in the Project Definition/Specifications. Payments will be based on an hourly rate.

INTERACTIVE VOICE RESPONSE (IVR) HOSTING SERVICES

This Category of Expertise includes Touchtone^® and Natural Language Speech Recognition Applications. Development, maintenance, and hosting of IVR applications for Authorized Users includes permitting constituents to initiate transactions, including payments to the Authorized Users. Attributes of IVR Processing Applications (e.g. dialog, call rates, and lengths, validations, local database lookups, payment processing, security, disaster recovery) will be specified at the project level in the Project Definition/Specifications. Payments will be based on a per transaction fee.

INTERNET/INTRANET APPLICATION SERVICES

This Category of Expertise includes consulting with clients to exploit the full potential of Internet technologies -- both on the global Internet and on internal Intranets. Areas include web site creation and operation, network service providers, Intranets, Internet infrastructure and its impact on software and hardware platforms and communications technologies, security and management issues surrounding electronic network usage, Web technologies, navigation tools, infrastructure management and application deployment.

An Issuing Entity may request from an external provider the on-going, maintenance, & support of its Web site. Web Hosting Services will fall be addressed under the category of Web Hosting Services category (see below).

IT MANAGEMENT & PLANNING

Information Technology Management Consulting and Planning encompass services that provide support to the management of the IT function. These IT areas include personal computing, networking, LAN Server based systems, midrange systems and large scale systems. Services focus on satisfying the needs of IT managers and executives and on providing solutions allowing them to maximize the contribution their organizations can make to the enterprise.

Services may involve assistance in policy formulation, (re)investment decisions, external/internal resourcing decisions, integration of sources of IT within the enterprise and developing architectures), economics (value analysis, contribution and productivity analysis, financial tools and alternative funding and charging mechanisms, plus research into budgets and spending patterns), organization (the development of business models and management processes), planning (structuring the IT organization of an enterprise to increase alignment and to better identify business opportunities, also management implications of emerging IT technological issues), learning (processes for adoption of appropriate best practices, contracting and relationship management and the various means to add skills to an IT organization), and effective use of the IT function (business unit managers' responsibilities for IT, the management of external service providers and the marketing of IT services within the enterprise).

LOCAL AREA NETWORK SERVICES (LANs WANs)

Local Area Networks (LANs) are predominantly data communications networks which are geographically limited (typically to a 1 km radius) allowing easy interconnection of PCs, minicomputers, mainframes, printers, file servers, and a host of other devices. Ethernet 10Base-T/100Base-T and token ring are examples of standard types of LANs. LAN services encompass planning, management, support, and operation of the LAN environment.

An Issuing Entity may request from an external provider the on-going, maintenance, & support of its Networks to assure optimal operation of the computing environment. Such Network Management Services include but may not be limited to:

a.       Evaluation of the network components

b.      Performance and fault monitoring

c.      Remedial and preventive maintenance

d.      Configuration back-up

POINT-of-SALES (POS)

Point of Sale (POS) systems are a special type of computer system which is used to collect, store, and manage retail sales data. POS Systems include inventory control systems involving electronic data input with automatic, real-time updating of a database and include processing of cash sales, integrated order entry, stock identification, stock issue, and invoicing.

An Issuing Entity may request from an external provider the on-going, maintenance, & support of its Point-of-Sales (POS) systems to assure optimal operation of the computing environment.

TECHNOLOGY PROCUREMENT (MARKETWATCHING)

Marketwatching services provide knowledge and know-how relative to recommendations for the purchasing of hardware and software in light of current technology market trends and conditions. The service supports new organization-wide procurement strategies and systems to effectively cope with IT asset procurement. Enterprises must have timely information and analysis concerning the best-in-class deals and prices, knowledge of financial, secondary market and outsourcing alternatives, distribution channels and hardware and software asset management strategies (including both acquisition & retirement). Part of making procurement decisions also includes recommendations for action, advice on negotiating tactics, knowledge of contract terms & conditions as well as primary and secondary market pricing trends and financing alternatives.

TELECOMMUNICATIONS SERVICES

Telecommunications describes the transmission and reception of digital data as well as voice and video signals (analog data). Information stored in digital form can be delivered over various media including electrical wires, fiber-optic cables, microwave transmission and standard telephone lines. Telecommunications includes all aspects of providing these services to the enterprise including research, planning, installation, maintenance and trouble-shooting.

Telecommunications consultant services include services which enable multi-media delivery to the desktop, within a building, across the campus and over the wide area. Examples of relevant technologies used include: ATM (Asynchronous Transfer Mode), Frame Relay, SONET (Synchronous Optical Network) and AIN (Advanced Intelligent Networking) for wide area networking applications; FDDI (Fiber Distributed Data Interface), Ethernet, Token Ring and ATM for local area networking; ISDN (Integrated Services Digital Network), ADSL (Asynchronous Digital Subscriber Loop) and various wireless technologies for local access and CTI (Computer Telephone Integration) for the desktop. Premise-based equipment, such as switches, routers, hubs, multiplexors, PBXs (Private Branch Exchange), ACDs, (Automatic Call Distributor), and VRUs (Voice Response Units) are other examples of products that require telecommunications services.

WEB HOSTING SERVICES

Under a heading labeled "Miscellaneous" includes provisions of space on the Contractor's servers for the Authorized User's informational and transaction processing web pages or provision of space within the Contractor's facility for storage of Authorized User's servers including access to the Internet. Attributes of Web Hosting Services (e.g. space requirements, security, data transfers, disaster recovery, e-commerce solutions, proximity to the Internet, customer support, and account features including e-mail management) will be specified at the project level in the Project Definition/Specifications. Where there are payments, e.g. debit/credit card transactions, payments will be based on a monthly service fee or other applicable fee schedule.

Web Site Development and Hosting Services may require development, maintenance, and hosting of Internet applications for Authorized Users permitting constituents to initiate transactions, including payments to the Authorized Users. Attributes of Internet Processing Applications (e.g. number of webpages, number of entered fields, number of calculated fields, edits and validation performed, local database lookups, number of transactions, and security) will be specified at the project level in the Project Definition/Specifications. Payments will be based on a per transaction fee or other applicable fee schedule.

An Issuing Entity may request from an external provider the on-going, maintenance, & support of its external, public web site. Such Web Hosting Services include but may not be limited to:

a.      Handling of the day-to-day operations and maintenance of the web site

b.      Performing all upgrades with knowledge and approval of entity

Web Hosting can be shared, dedicated or collocated.

Shared - when multiple entities/accounts or Web sites are stored on one server and controlled/owned by the host.

The server and everything related to the server is "shared", such as the hard disk drive, the central processor units, and the network bandwidth. This is one of the fastest-growing markets targeted to low-cost, entry-level consumers. It is often referred to as virtual hosting.

Dedicated Hosting - when a Web site is stored on a server owned by the Web host, rented by the entity and "dedicated" to that entity. In addition the hardware, software, and network connectivity and all other parts required to run the site are also dedicated. With this solution the entity is responsible for the software only while the host handles the staff to customize, upgrade, or maintain the server.

Colocation - when the entity owns the server but it is housed at the host's site. The entity maintains and updates its servers and has more control over the Web server administration. The host delivers all the related network services, including bandwidth. This is an expensive option and if the entity must have the resources to maintain its own equipment.

WORKFLOW MANAGEMENT SERVICES

Workflow Management applies many of the same concepts and benefits of factory automation and industrial engineering to the process of work management in an office environment. Some of these benefits are: the elimination of unnecessary tasks, the saving of worker and management time. Workflow management keeps track of the processes a document goes through and alerts users where operations are overdue. Workflow management services include analyzing current workflow processes, planning changes and improvements to these processes, implementing new, more efficient workflow processes and software systems and management and operating workflow management systems.

YEAR 2000 SERVICES

Year 2000 services may include developing an awareness program; an application system inventory; a business priority, time horizon and cost impact assessment; a Year 2000 compliance implementation plan; as well as performing application system code modification, testing and implementation. Service vendors may provide a Year 2000 methodology and a project management methodology, and may assist in defining the structure and establishing a Year 2000 program management office to coordinate the various disciplines involved. Other services may include providing an operating environment (hardware, software, operation resources) for code conversion, correction, testing, and disaster recovery; providing proprietary Year 2000 tools and/or support of third-party tools; and performing operating system and environment system upgrade and testing.

EQUIPMENT MAINTENANCE (EM)

Equipment Maintenance (EM) refers to preventive and repair services covering at a minimum the following:

a.       Servers (including monitors, internal components, storage disk, CD ROM libraries, tape, back up units, file server based technology, etc.)

b.      Mainframe

c.      Mid Range

d.      PC

e.      Laptops

f.      Printers, plotters, scanners (including all internal components and peripheral devices)

g.      Networking Hardware (Including switches, routers, hubs and interface cards)

h.      Support services such as software installation, upgrading or configuration; connection of equipment to an existing network, or installation of new microcomputer equipment and peripheral devices.

Dependable equipment is of paramount importance to the day-to-day operations of government entities. Monitoring software and preventive maintenance can minimize costly downtime while increasing uptime and equipment reliability. Timely repair services during and following a manufacturer's warranty period is equally critical. All these services can be provided by establishing maintenance agreements with external providers.

The "equipment" includes but is not limited to the following:

Mainframe

Mid-Range

PC/Laptop/Servers

Printers

Networking Hardware

IBM (MVS,VM)

Unisys (2200, A Series)

AS400

UNIX

DEC

SUN

HP

All manufactured brands. Various operating systems,

All Brands, Laser, Dot Matrix, Impact

All Brands, LAN, WAN & SAN, Intel

At time of a mini-bid, the Issuing Entity may require supporting documentation verifying a firm's Authorization or Certification to perform service or maintenance for particular brands of equipment specified in the Project Definition/Specifications This documentation could be in the form of certificates from Equipment Manufacturers, verifying their certifications.

PREFERRED SOURCES

Section 162 of the State Finance Law requires that agencies afford first priority to the products/services of preferred source suppliers such as Correctional Industries (Corcraft), Industries for the Blind of NYS, and NYS Industries for the Disabled, when such products/services meet the form, function and utility of the agency. Some products/services in the Back-Drop contracts may be available from one or more preferred sources.