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Women in Military Service For America Memorial (WIMSA)
REQUEST FOR PROPOSAL (RFP) DRAFT
Solicitation No. WIMSA 082018-001-01
Issue Date: xxxx xx, 2018
Membership and Collections Management System (MCMS)
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Table of Contents
Section 1 – Introduction .................................................................................... 4
1.1 Purpose ...................................................................................................................... 4 1.2 Background ................................................................................................................ 4 1.3 Current Environment ................................................................................................. 5 1.4 Objectives .................................................................................................................. 6
Section 2 ............................................................................................................. 7
2.1 Issuing Organization and RFP Reference Number .................................................. 7 2.2 Points of Contact ....................................................................................................... 7 2.3 Important Dates ......................................................................................................... 7 2.4 Submission Instructions ........................................................................................... 7 2.5 RFP Questions ........................................................................................................... 8 2.6 Proposal Validity ........................................................................................................ 8 2.7 Proposal Revisions and Best and Final Offer .......................................................... 8 2.8 Contract Type ............................................................................................................. 8 2.9 Performance Periods ................................................................................................. 8 2.10 Place of Performance ............................................................................................. 8
Section 3 – Statement of Work .......................................................................... 9
3.1 Statement of Work (SOW) – Summary ..................................................................... 9 3.2 WIMSA MCMS Scope of Vendor Common Activities ..............................................10 3.3 Scope of Additional Vendor Activities – Phase 1 ...................................................14 3.4 Scope of Additional Vendor Activities – Phase 2 ...................................................15 3.5 Scope of Additional Vendor Activities – Phase 3 ...................................................16 3.6 Scope of Additional Vendor Activities – Phase 4 ...................................................16 3.7 WIMSA MCMS Deliverables List Schedule ..............................................................17
Section 4 – Quality Standards ......................................................................... 18
Section 5 – Personnel ...................................................................................... 20
Section 6 – Proposal Instructions................................................................... 20
6.1 Proposal Organization and Page Limits ..................................................................21 6.2 Instructions for Preparation of Proposal Content ..................................................22
Section 7 – Proposal Evaluation ..................................................................... 25
7.1 Evaluation of Oral Presentations and Vendor Demonstrations .............................25
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Section 8 Contract Administration and Special Requirements .................... 25
8.1 Representatives ........................................................................................................26 8.1.1 WIMSA Representatives ...........................................................................................26 8.1.2 Vendor Representatives ...........................................................................................27
8.2 General Provisions ...................................................................................................28 8.2.1 Special Contract Requirements ...........................................................................30 8.2.2 Software as a Service (SaaS) Terms and Conditions .........................................31 8.2.3 Notices ...................................................................................................................35 8.3 Invoices .....................................................................................................................35 8.3.1 Withholding ...........................................................................................................36 8.3.2 Nonpayment for Additional Work .........................................................................36
Appendices ....................................................................................................... 37
Appendix A – Functional Requirements ............................................................................37
Exhibit I – MCMS Traceability ......................................................................... 38
List of Figures Figure 1 Notional WIMSA Landscape ........................................................................................ 6 Figure 2. WIMSA Notional Architecture .....................................................................................11 List of Tables Table 1. 4D Database Components ........................................................................................... 5 Table 2 Modular Scope Approach .............................................................................................. 9 Table 3. WIMSA MCMS Deliverables List Schedule..................................................................17 Table 4. Key Personnel .............................................................................................................20 Table 5. Proposal Organization .................................................................................................21 Table 6. SaaS Terms and Conditions ........................................................................................31
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Section 1 – Introduction 1.1 Purpose
The Women In Military Service for America Memorial (WIMSA) needs to modernize its legacy custom developed 4D graphical database system to grow its member relationships and improve fundraising program capabilities. WIMSA is seeking to transform its operations by implementing a Membership and Collections Management System (MCMS) in conjunction with business process reengineering that provides a 360 degree view of all WIMSA constituents and their relationships with WIMSA, and also provides capabilities for them to engage with WIMSA through it’s many programs, events, fund raising, and other activities. The current 4D database system tracks donations, expenditures, records of women’s service, and the memorial register. The database system also supports memorial operations, sales and donations management, and maintains the curator collections, oral history, and library content. WIMSA’s internal staff also supports the public researcher community utilizing 4D’s query and reporting capabilities to access and provide WIMSA historical data. The 4D database has supported WIMSA’s memorial operations since 1997. WIMSA’s goal is to acquire the services, software, and expertise to design, implement, and support a comprehensive end-to-end solution based on Commercial-off-the-Shelf (COTS) technologies that will enable WIMSA to accomplish its membership and collections management modernization objectives.
1.2 Background
The Women In Military Service for America Memorial Foundation is a 501(c)(3) non-profit, charitable organization. WIMSA was established to honor women who have served in the United States Armed Forces. The Women’s Memorial was dedicated on October 18, 1997, and is endorsed by the Departments of Defense, Transportation, Veterans Affairs, and Interior. WIMSA recognizes all women who have served in or with the United States Armed Forces—past, present, and future; documents the experiences of these women and tells their stories of service, sacrifice, and achievement; makes their contributions a visible part of our history; illustrates their contribution equal to that of men in defense of our nation; and serves as inspiration for others.
WIMSA’s core mission is to honor past, present, and future women who dedicate their lives to defend America, to educate the public on the impact of women in the military, and to be an available and valuable resource to all.
WIMSA’s core mission focus areas and the capabilities and resources that enable mission delivery are represented as pillars and critical resources. The three mission pillars are 1) Honoring and Documenting Past, Present, and Future Women in the Military, 2) Educating on the Impact of Servicewomen, and 3) Being a valuable resource for all stakeholders, partners, and supporters. These pillars are supported by three critical resources: 1) People, Memorial, and Artifacts; 2) Technology and Digital Platforms; and 3) Leadership, Strategic Vision, Management, and Operations.
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1.3 Current Environment
WIMSA’s basic structure consists of four business areas supporting its operations:
• Membership registration, • Memorial operations, • Finance, • Sales and Marketing; and • Collections management.
The WIMSA organizational structure includes personnel supporting membership registration and maintenance, donations processing, memorial operations, sales and marketing, collections (i.e., physical and digital artifacts) archival and management, library management, and finance. WIMSA’s legacy system is a custom developed 4D graphical database system (http://www.4d.com). The WIMSA 4D system was developed in-house and implemented utilizing six distinct databases supporting the WIMSA business areas. Today, WIMSA’s applications run on version 4 of the 4D database and utilize the components in Table 1 below:
Table 1. 4D Database Components
Database 4D Foundation, Plug-ins, and Bundles
WIMSA Business Area Supported
Register 4D Internetcommands.bundle, 4D Pack.bundle, 4D Write.bundle
Membership and donation management
Memorial Foundation shell v2.0.1 of 4D Memorial operations
Sales Foundations shell v1.1, 4D Open.bundle, 4D Pack.bundle and Mac4DX
Sales, Marketing and Finance
Curator Foundation shell v3.7.1 , 4D Write.bundle and Mac4DX
Memorial Operations, Sales, Collections management
Oral History Foundation shell 4.1.4 with 4D Internetcommands.bundle and 4D Write.bundle
Membership Management, Collections Management, Museum Operations
Library Foundation shell 4.1.4 with 4D Internetcommands.bundle and 4D Write.bundle
Collections Management, Museum Operations
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Figure 1 below provides a notional overview of the current WIMSA landscape.
Figure 1 Notional WIMSA Landscape
1.4 Objectives
WIMSA is undertaking an effort to modernize its current 4D database system with an MCMS that will serve as the launching pad for WIMSA’s enterprise organizational goals. The modernization effort will support WIMSA’s strategic goals to embrace and expand the organization’s footprint, improve use and reuse of its internal data, provide operational efficiencies, target younger generations, and deliver expanded value to a wider group of stakeholders. The transformation will implement a modern and stable digital platform that embraces and better supports the organization's history of rich member data while providing operational improvements and stakeholder value. The vendor shall provide all hardware, software, tools, services, and facilities to achieve the following WIMSA objectives for the MCMS:
• A comprehensive, cloud-based Software as a Service (SaaS) solution to accomplish membership and collections management activities consistent with the functionality described in Section 3 – Statement of Work and documented in Appendix A – Functional and Technical Requirements.
• A public facing website that supports integrated web and future mobile capabilities.
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• A system that provides timely and reliable access to collections management data as well as membership and management data to facilitate informed decision-making and planning.
• An MCMS solution whose performance meets or exceeds identified user and
transaction metrics.
• A transition, including migration, of data from WIMSA’s existing 4D database system to the SaaS MCMS solution that is efficient, thorough, and ensures no loss of data or data integrity.
Section 2 – RFP Details
2.1 Issuing Organization and RFP Reference Number
Issuing Organization and RFP Reference Number. The WIMSA Memorial Foundation is the issuing organization for this RFP and any subsequent amendments. The reference number for this RFP is WIMSA-082018-001-01.
2.2 Points of Contact
The WIMSA points of contact for all inquiries are:
2.3 Important Dates The following dates are anticipated for this RFP: RFP Issue Date: XX/XX/XXXX RFP Questions Due: XX/XX/XXXX Proposal Due Date/Time: XX/XX/XXXX, 2:00pm Eastern Time
2.4 Submission Instructions
Proposals must be submitted hard copy and electronically by 2:00 p.m. Eastern Time on XX XX, 2018 in a PDF compatible file to: [email protected]. Hard copies shall include all volumes in a single binder for each copy; five (5) hard copies shall be submitted. Proposals received after this deadline may be deemed ineligible for consideration.
WIMSA RFP Points of Contact
Mr. Anthony DeWitt Capital Gateway Consulting LLC Office: 703-542-4120 E-mail: [email protected]
Ms. Jordan Bolan Women In Military Service For America Foundation Office : 703-892-7092 EXT 135 Email : [email protected]
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2.5 RFP Questions
Vendor questions regarding this RFP are due on XX/XX/XXXX and shall be sent to [email protected]. To receive answers to questions vendors must indicate their interest in responding to the RFP via email to [email protected] by XX/XX/XXXX. Answers to questions will be posted on XXX and emailed to all vendors that indicated their interest in responding to the RFP.
2.6 Proposal Validity
All proposals shall remain valid for a minimum of 120 calendar days after the Proposal Due Date to allow adequate time for evaluation, selection, and award.
2.7 Proposal Revisions and Best and Final Offer Each initial proposal should be submitted with the most favorable price and service available, as WIMSA may choose to award based upon an initial proposal. However, WIMSA may request proposal revisions and/or a Best and Final Offer (BAFO).
2.8 Contract Type
The contemplated contract type (pricing arrangement) is Firm Fixed Price (FFP) for the solution and implementation services, with Time and Materials (T&M) rates for changes or other work not specified at the time of initial contract award.
2.9 Performance Periods
The anticipated performance periods are one (1) year each for three (3) years, for a total possible period of performance of three (3) years. The scope of work awarded in each performance period is structured in a modular fashion as described in Section 3 – Statement of Work.
2.10 Place of Performance
The primary place of performance will be the vendor’s facility. However, collaborative meetings and/or working sessions between WIMSA and the vendor are anticipated. These collaborative meetings and/or working sessions may take place at the vendor’s or WIMSA’s facility as appropriate and based on mutual agreement.
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Section 3 – Statement of Work 3.1 Statement of Work (SOW) – Summary
WIMSA requires the services of an experienced vendor that is capable of providing a COTS based solution for the MCMS. The successful MCMS Vendor solution should incorporate multi-tenant cloud-based SaaS collection management system, content management, registration management, public facing website, transition, support, maintenance, training, data security, and application programming interfaces (APIs). The vendor will be required to work collaboratively with WIMSA Subject Matter Experts (SMEs) for the development efforts as well as WIMSA’s Independent Verification and Validation (IV&V) Vendor. Table 2 below describes the modular scope approach. WIMSA may choose to award any combination or all of the modular scope items for Year 1.
Table 2 Modular Scope Approach
Performance Period Modular Scope Duration
Year 1 Global Design and Pilot 4 months Year 1 Phase 1 Implementation – Member
Register, Events, Foundation and Memorial Ops
Vendor to Propose
Year 1 Phase 2 Implementation – Website, Identity Management
Vendor to Propose
Year 1 Phase 3 Implementation – Collections (Archive, Library, Oral History (ALOH)
Vendor to Propose
Year 1 Phase 4 Implementation – Finance and Sales
Vendor to Propose
Year 2 Maintenance and Support 12 months Year 2 Transition Out 3 months Year 3 Maintenance and Support 12 months Year 3 Transition Out 3 months
WIMSA has strategically identified the delivery sequence for MCMS functionality. WIMSA’s highest priority is the membership register capability in the near term. Therefore, the initial task in the SOW is the delivery of the MCMS Global Design and Prototype. The vendor shall provide WIMSA with the basic capabilities to create and maintain a member in the WIMSA member register. In addition, as part of the initial task, the vendor shall provide the documented Global design for all phases of the MCMS solution. WIMSA anticipates the vendor shall provide this basic functionality with WIMSA’s input, approval and acceptance within the first 4 months of the project.
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The required MCMS functionality has been segregated into 4 phases of development and deployment. The phases are as follows:
• Phase 1 – The development and deployment of WIMSA’s membership register functionality and in addition, functionality to support related Events, Memorial, and Foundation operations.
• Phase 2 – The development and deployment of WIMSA’s public facing Website and capabilities for membership management, electronic commerce for donations and product sales, and functionality to support the researcher community.
• Phase 3 – The development and deployment of WIMSA’s Collections Management capabilities for the management of artifacts, both physical and digital, and the organizations library management functionality.
• Phase 4 – The development and deployment of WIMSA’s MCMS functionality supporting Finance and Sales operations and integration with current financial systems and point of sales systems.
WIMSA anticipates the organization’s need for MCMS sustainment and have included two optional periods of performance years. WIMSA is also requesting that the awarded vendor present transition plans for future contract closeout as part of the initial set of deliverables.
3.2 WIMSA MCMS Scope of Vendor Common Activities
The Vendor shall perform a common set of project tasks and activities across the 4 phases of implementation and deployment.
I. Project/Contract Management (all performance periods and phases).
a. Vendor shall perform the technical activities and support functional activities as required for integration of all tasks specified within this SOW. Vendor shall prepare a Contract Management Plan describing the technical approach, organizational resources and management controls to be employed to meet the cost, performance and schedule requirements throughout contract execution. Vendor shall maintain a project schedule and provide regular input to that schedule.
b. Vendor shall also create and manage a WIMSA risks and issues log to help mitigate risks and provide escalation when required.
c. Vendor shall provide a monthly status report monitoring the quality assurance, progress/status reporting and program reviews.
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II. Solution Architecture Management. a. Vendor to establish a cloud-based or externally hosted (Applications Service
Provider) system and perform the associated management of and interfacing with the Provider in support of the MCMS project lifecycle. Activities will also include the management of and/or installation of all software and databases in support of the MCMS project.
b. Vendor shall provide an information architecture that considers the scope of the engagement and how that architecture can be extended to meet the overall requirements given in Appendix A and consistent with the target notional architecture referenced in figure X.X.X. In addition, as specified in Appendix A, the solution must have full integration with the WIMSA client desktops, in particular eMail, contacts, and calendars.
Figure 2. WIMSA Notional Architecture
III. Application Implementation. Vendor application implementation tasks involve the configuration of a web-based software application tailored to the requirements listed in the attached Appendix A, the WIMSA MCMS Functional and Technical Requirements. The MCMS must meet the functional and non-functional requirements identified within this SOW. The development activities will include the creation of the user interfaces, stored procedures and programs, and reports that will comprise the future state solution within a native cloud environment. Application implementation project activities will leverage a mature systems development lifecycle process (e.g. Agile, Hybrid, etc.) to effectively and efficiently analyze, design, develop, test and
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deploy MCMS. Vendor shall ensure that SDLC quality control procedures are followed and software quality metrics are in place and measured.
o Subtask Requirements Confirmation – Vendor to confirm requirements for
use throughout all system development lifecycle phases. Since WIMSA has performed requirements definition and coordination to include process documentation, it is expected this phase will take less time to complete. The Vendor shall document additional detail requirements, as necessary, to define specific areas of functionality and how these are to be delivered through out of the box, configuration, customization, or third party software.
o Subtask Functional Designs – Vendor shall perform the activities
required to translate and transform user requirements and business rules into complete design specifications that address each phase of enhanced capabilities. Vendor to perform designs for configurations, design screens, workflows, stored procedures and programmatic code used for MCMS system functions. All defined business rules to be incorporated and documented within design documents. The Vendor is responsible for the development of the Functional Design Specifications (FDS), facilitating the involvement of the WIMSA User Community, and ensuring traceability of requirements and test cases to the specified solution. The contractor has the responsibility to present the functional and technical designs to the WIMSA User Community and update designs based on WIMSA feedback. The approved functional design specification constitutes an agreement on what the contractor will develop for a required capability and will be updated to reflect approved changes during development lifecycle in order to depict the “as built” configuration.
o Subtask Technical Designs – Vendor to perform technical designs for the
MCMS functionality configurations, data integration/aggregation, data management and reporting, and security.
o Subtask Configuration & Customization – Vendor to perform configuration
and build of all programmatic system content that occurs in each phase.
• Development includes configuration and documentation of those configurations of the COTS, the implementation of business rules engine, implementation of reports, developing system and data integrations (i.e. interfaces), and coding of the applications as necessary to realize the required capabilities.
• Vendor shall resolve configuration/development issues and defects that arise throughout the lifecycle. Issues and defects may
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be identified during technical reviews or testing. Identified issues and defects shall be appropriately tracked, measured, reported and all resulting updates to the configuration shall be fully documented consistent with the program’s configuration management and quality assurance processes. The application will be tightly integrated with the security and identity management components to provide a common user experience.
• Customizations are expected to be minimized.
o Subtask Unit Testing – Vendor to preform necessary solution unit testing prior to code deployment in support of a SIT or UAT or cut over event.
o Subtask Identity and Access Management – Vendor to deliver Identity
and Access Management. Identity and Access Management will deliver single sign-on with user id and password authentication, provide role-based secure access to the MCMS end users and provide security to the sensitive PII data held in the application, at rest and in transition.
IV. System Integration (SIT), and User Acceptance Testing (UAT) – The Vendor shall
perform System Integration and User Acceptance testing.
o The Vendor shall conduct SIT consistent with the contractor-developed detailed test plans to verify that development objects meet the specified functional/data requirements and all defects are resolved. Vendor shall develop tests scripts to verify if system components are interoperable; WIMSA users to perform thorough tests to verify system capabilities meet requirements and no issues are present. Vendor shall create and execute test cases to document test results. All Test Cases must ultimately pass with all critical/high defects resolved unless work around has been approved by WIMSA. Vendor is required to acquire and/or develop test data and mock up files to conduct testing. Vendor shall update functional and technical specifications to reflect any changes that resulted from the testing phase.
o The Vendor shall conduct: test planning, test data creation, test events, and production of test results reports and requirements traceability documentation to demonstrate that new capabilities conform to the functional and technical specifications. Whereas development testing verifies changes particular functionality or component(s), systems integration testing (SIT) verifies that the solution works end-to-end. Vendor shall support these activities in coordination with WIMSA and the IV&V vendor. The Vendor is responsible for identification and creation of test cases, requirements traceability, and coordinating test data need to
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adequately test MCMS. SIT is conducted in the test environment. Vendor’s testing activity includes updating test case status and defect status for each test event in order to support producing test metrics and reports.
o The Vendor shall conduct system regression testing and performance testing as required. Regressing testing is required as new development changes are resolved for defects identified where dependencies on end-to-end processing occurs. Regression test scripts shall be run whenever a new object is promoted into the production environment to confirm that the functionality is executing as expected.
o The contractor shall perform User Acceptance Testing (UAT) with the WIMSA SMEs. Contractor shall resolve and document all defects (e.g., code, data, security, and configuration) that are identified and reported during UAT.
These efforts contribute toward making a go/no-go decision to transition the system to production.
V. Deployment – Vendor to perform activities involved in progressively migrating tested
components and code through the migration path toward development is performed. Upon successful completion of UAT, final data conversion and code deployment to the production environment. The Vendor shall develop the detailed plan for a final phase conversion and cut over in coordination with WIMSA and partner system owners. Data conversions may not be necessary for every phase. WIMSA has determined automated conversions will be needed only for member register data.
VI. The Vendor shall coordinate with WIMSA to plan, schedule and control the movement of software releases form development to test, pre-production, production and training environments in accordance with Vendor proposed configuration management and release management processes. The primary goal of Release Management is to ensure that the integrity of the production environment is protected and that the correct components are released.
3.3 Scope of Additional Vendor Activities – Phase 1
I. Data Migration and Conversion – The Vendor shall analyze, design, build, test, and execute mock conversions to develop and test the required MCMS conversion requirements. The Vendor shall update/create conversion documents that combine the functional and technical design for the conversion, i.e., a conversion (CV) specification. The CV will document the design for how the conversions will be
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loaded and integrated. The conversion of data in MCMS must be done in a manner that does not negatively impact the reports/dashboards/extracts.
II. Deployment – Upon successful completion of UAT, final data conversion and code deployment to the production environment. The Vendor shall create and maintain a comprehensive deployment plan that includes detailed plan and code promotion instructions for transitioning software into production. Vendor shall work in cooperation with the WIMSA to include the activities, sequence and schedule to support the delivery of the MCMS solution. Vendor shall prepare the configurations and software objects to be promoted to the production environment in accordance with the approved Deployment Plan.
III. Training (Membership Registration) - Vendor to provide training materials and training for WIMSA users and other stakeholders using classroom and electronic delivery methods that provide a thorough understanding of how to use the new MCMS. Topics addressed must include (but not be limited to) following: 1) Member registration and management, 2) Data entry and transaction processing, 3) Individual workflows, and 4) Register operational processes.
IV. Integration - The Vendor shall conduct analyses of source systems (Clover, Authorize Net) data to support the development of any interfaces. Vendor shall inventory and assess source systems data for quality, volume, and form. The emphasis shall be placed on those sources used to populate the WIMSA Database. Vendor shall lead any data mapping sessions with Source System Owners. Data mappings and rules shall be recorded as WIMSA metadata that is accessible and understandable to business users. When source system data is not readily available, the Vendor shall manufacture sample/test data so that development can continue until such time as source data can be obtained. Vendor shall also maintain a data dictionary that includes the logical name, definition, and related business common vocabulary terms.
3.4 Scope of Additional Vendor Activities – Phase 2
I. Sustainment or Maintenance and Support – Previous Phase(s). For initial maintenance and support to include break-fixes and data corrections for deployed phases, WIMSA would expect to establish service level agreements (SLAs) with the Vendor for a base period in order to have a predictable level of service supporting WIMSA as MCMS is deployed to the end user community.
II. Training (WIMSA Website Management) - Vendor to provide training materials and training for WIMSA users and other stakeholders using classroom and electronic delivery methods that provide a thorough understanding of how to use and manage the new MCMS WIMSA Website. Topics addressed must include (but not be limited to): Member registration and management, data entry, and transaction processing.
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Vendor to provide Standard Operating Procedures (SOPs) detailing the website maintenance request process and procedures. The training to include steps, process, and forms necessary for WIMSA personnel to submit Website updates and/or procedures and functionality for end-user website content management.
III. Integration - The Vendor shall conduct the WIMSA Website integration of the member register, the WIMSA POS system, content management, and collections history archive. Data mappings and rules shall be recorded as WIMSA metadata that is accessible and understandable to business users. When source system data is not readily available, the Vendor shall manufacture sample/test data so that development can continue until such time as source data can be obtained.
3.5 Scope of Additional Vendor Activities – Phase 3
I. Sustainment or Maintenance and Support – Previous Phase(s). For continued maintenance and support to include break-fixes and data corrections for deployed phases.
II. Training (WIMSA Collections Management) - Vendor to provide training materials and training for WIMSA users and other stakeholders using classroom and electronic delivery methods that provide a thorough understanding of how to use and manage Collections within the new MCMS . Topics addressed must include (but not be limited to) 1) Collections (both physical and digital) entry/additions, 2) Management, data entry, and 3) Any transaction processing (e.g. artifact lending tracking). Vendor to provide Standard Operating Procedures (SOPs) detailing the Collections Management.
III. Integration - The Vendor shall conduct the integration of collections management with the member register, the WIMSA POS system, content management, and collections history archive. Data mappings and rules shall be recorded as WIMSA metadata that is accessible and understandable to business users. When source system data is not readily available, the Vendor shall manufacture sample/test data so that development can continue until such time as source data can be obtained.
3.6 Scope of Additional Vendor Activities – Phase 4
I. Sustainment or Maintenance and Support – Previous Phase(s). For continued maintenance and support to include break-fixes and data corrections for deployed phases.
II. Training (WIMSA Collections Management) - Vendor to provide training materials and training for WIMSA users and other stakeholders using classroom and electronic delivery methods that provide a thorough understanding of how to use and manage Collections within the new MCMS. Topics addressed must include (but not be limited to): Defining and set up of Sales events and campaigns, Event
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entry/additions/revisions and management, data entry, and if any transaction processing (e.g. in coming event donations and processing of event responses). Vendor to provide Standard Operating Procedures (SOPs) detailing the Finance Reporting and Sales Management.
III. Integration - The Vendor shall conduct the integration of the Sales and Financefunctionality with the member register, the WIMSA POS system, contentmanagement, and collections history archive if any. Data mappings and rules shallbe recorded as WIMSA metadata that is accessible and understandable to businessusers. When source system data is not readily available, the Vendor shallmanufacture sample/test data so that development can continue until such time assource data can be obtained.
3.7 WIMSA MCMS Deliverables List Schedule
Vendor deliverables required under this SOW are provided in Table 3 below.
Table 3. WIMSA MCMS Deliverables List Schedule
ID Deliverable Title Due Date Pilot Phase
I
Phase
II
Phase
III
Phase
IV
Opt Yrs.
1 Monthly Status Report
Vendor Proposed
2 MCMS Functional Design Specifications (FDS)
Vendor Proposed
3 MCMS Technical Design Documents (TSD)
Vendor Proposed
4 MCMS Configurations Document(s)
Vendor Proposed
5 MCMS Software Code Release(s) (RICE objects)
Vendor Proposed
6 Database Detailed Design Specifications Document
Vendor Proposed
7 MCMS System Integration Test (SIT)
Vendor Proposed
8 MCMS User Acceptance Test (UAT) Scripts
Vendor Proposed
9 MCMS Training Vendor
X X X X X X
X X X X X X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
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ID Deliverable Title Due Date Pilot Phase
I
Phase
II
Phase
III
Phase
IV
Opt Yrs.
Materials and Standard Operating Procedures
Proposed
10 Combined Functional/Technical Conversion Specifications (includes detailed conversion requirements, mapping, and data quality rules)
Vendor Proposed
11 Final MCMS Deployment and Cutover Plan
Vendor Proposed
12 TBD Vendor Proposed
** All Documents are maintained with updates and revisions as incurred. The Vendor will present documentation content outline for WIMSA review and approval for agreed upon document formats and content.
Section 4 – Quality Standards
The Acceptable Quality Level (AQL) rating matrix below will be used to evaluate vendor performance.
Performance Standard Category
Acceptable Quality Level (AQL) Ratings
Unsatisfactory (Red)
Marginal (Yellow)
Satisfactory (Green)
Very Good (Purple)
Exceptional (Dark-Blue)
Schedule Does not meet the delivery schedule(s) and did not coordinate with WIMSA for an extension or exception – OR – does not makefinal delivery.
Does not meet the delivery schedule(s) and coordinated with WIMSA for an extension or exception.
Meets delivery schedule(s).
Meets delivery schedule(s). Some early deliveries to WIMSA’s benefit.
Delivery is ahead of schedule(s) and/or many early deliveries to WIMSA’s benefit.
Quality of Deliverable or Service
Deliverables or services are unacceptable. They do not meet contract
Deliverables, Work Products or services meet contract requirements
Deliverables or services meet all contract requirements with only minor
Deliverables or services meet all contract requirements
Deliverables or services exceed all contract requirements
X
X
X
X
X
X X X X
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Performance Standard Category
Acceptable Quality Level (AQL) Ratings
Unsatisfactory (Red)
Marginal (Yellow)
Satisfactory (Green)
Very Good (Purple)
Exceptional (Dark-Blue)
requirements, even with WIMSA intervention and guidance.
after WIMSA intervention and guidance.
revisions. with no revisions required.
with no revisions required.
Business Relations
Not responsive (within one business day, more than 5 times in one month) to WIMSA inquiries (written or verbal communications and data calls).
Not responsive (within one business day, more than 3 times in one month) to WIMSA inquiries (written or verbal communications and data calls).
Responds to WIMSA inquiries within one business day.
Responds to WIMSA inquiries within one business day with no oversight. Anticipates, identifies, and recommends changes in technical and contractual matters.
Responds to and exceeds all WIMSA inquiries within one business day with no oversight. Anticipates, identifies, and recommends changes in technical and contractual matters.
Management of Personnel
Fails to provide or replace personnel within 30 calendar days of contract award or departure of personnel.
Fails to provide or replace personnel within 15 calendar days of contract award or departure of personnel.
Provides personnel within 15 calendar days of contract award or departure of personnel. Vendor personnel possess skills and abilities that meet the contract requirements.
Provides personnel within 10 calendar days of contract award or departure of personnel. Vendor personnel possess skills and abilities that meet the contract requirements.
Provides personnel within 5 calendar days of contract award or departure of personnel. Vendor personnel possess skills and abilities that exceed the contract requirements.
In addition to the identified Quality Standards, WIMSA’s IV&V Vendor will perform testing of the vendor’s deliverables. Vendor shall account for independent testing activities in its schedule and cooperate with the IV&V Vendor to facilitate timely completion of independent testing.
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Section 5 – Personnel
The vendor shall be responsible for managing and overseeing the activities of all its personnel and any subcontractor used in performance of this effort. The vendor's personnel management responsibilities include all activities necessary to ensure the timely and successful accomplishment of the identified scope contained in the SOW. This contract includes two Key Personnel roles: Project Manager and Functional/Technical Lead. The required qualifications for these Key Personnel are listed in Table 4 below.
Table 4. Key Personnel
Key Personnel Role Required Qualifications Project Manager • Minimum 10 years professional experience
• Prior experience with at least two (2) implementations of the proposed SaaS solution
• Education & Other Credentials: Bachelor Degree in Computer Science, Management Information Systems, Computer Information Systems, Business Administration, or Engineering or equivalent experience.
Functional/Technical Lead • Minimum 5 years professional experience • Prior experience with at least two (2)
implementations of the proposed SaaS solution modules or functionality
• Education & Other Credentials: Bachelor Degree in Computer Science, Management Information Systems, Computer Information Systems, Business Administration, or Engineering or equivalent experience.
Key Personnel are required to perform for a minimum of one (1) year. Replacement of Key Personnel requires advanced approval from WIMSA to confirm the proposed replacement meets all requirements for the role. Advanced approval requires submission of a resume to WIMSA a minimum of five (5) business days prior to the Key Personnel replacement’s intended start date, and WIMSA reserves the right to conduct a screening meeting with the proposed Key Personnel replacement prior to approval. Section 6 – Proposal Instructions
This section provides vendors with general guidance for preparing proposals and specific instructions on the format and content of the proposal. The vendor’s proposal must include all information requested in the RFP and must be submitted in accordance with these instructions. Non-conformance to the instructions provided may result in removal of the proposal from consideration.
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The proposal shall be clear, concise, and include sufficient detail for effective evaluation and for substantiating the validity of stated claims. The proposal should not simply rephrase or restate WIMSA’s requirements, but rather shall provide convincing approaches and rationale to address how the vendor intends to meet WIMSA’s requirements. Vendors shall assume that WIMSA has no prior knowledge of their capabilities and experience and will base its evaluation on the information presented in the vendor’s proposal. However, WIMSA reserves the right to use its market research or any other information it obtains to assist with its evaluation of vendor proposals.
6.1 Proposal Organization and Page Limits
The vendor shall prepare its proposal as set forth in the Proposal Organization Table 5 below. The contents of each proposal volume are described in Section 6.2 – Instructions for Preparation of Proposal Content as noted in the table below.
Table 5. Proposal Organization
Volume Volume or Section Title Page Limit
I Executive Summary 2 pages I Technical Solution 10 pages I Implementation Approach 5 pages
I Staffing Approach (Including Key Personnel Resumes and Commitment Letters)
10 pages
I Corporate Profile and Past Performance
10 pages
II Price No page limit III SaaS Software License Terms
and Conditions No page limit
Page Limitations. Page limitations will be treated as maximums. Any pages that exceed the stated limits will not be read or considered in the evaluation of the proposal. Exceptions: title/cover pages and table of contents. Page Size, Format, and Marking. A page is defined as each face of a sheet of paper containing information. Margins shall be a minimum of 1” on all sides. Header and footer information may be contained within the top/bottom margins. Each page header shall contain the Volume or Section title, the vendor’s company name, and the WIMSA RFP reference number in the header. Each page shall contain a page number in the footer, and page numbers shall be unique to each Volume and Section. The vendor’s company name and contact information shall be on the cover page of each volume/section of the proposal. Font Style and Size. Font shall be Arial 11 point (8 point for tables and figures).
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Legible tables, charts, graphs, and figures. Legible tables, charts, graphs and figures shall be used wherever practical to depict organizations, systems and layout, implementation schedules, plans, etc. For tables, charts, graphs, and figures, text shall be no smaller than 8 point. Electronic Offers. Proposals shall be submitted both electronically in PDF format and 4 hard copies contained within 3 hole binders. Files greater than 15MB in size will not be accepted. Price Information. No pricing information of any kind shall be included in any volume except Volume II, Price Proposal.
6.2 Instructions for Preparation of Proposal Content
Volume I – Executive Summary. In the executive summary, the vendor shall explain its overall approach and supporting rationale for delivering the WIMSA MCMS requirements, highlighting any unique aspects of the proposal, excluding price. Define responsibility and authority among the organizational elements, including proposed teaming partners, joint ventures, and/or significant subcontractor arrangements. The executive summary shall also include the name, title, phone number, and email address of the vendor’s authorized negotiator (i.e., the individual authorized to bind vendor in a contract). Table of Contents. Include a Master Table of Contents for the entire Volume I to include Lists of Tables, Figures, and/or Drawings. Volume I – Technical Solution. The Technical Solution section should demonstrate the vendor clearly understands the requirements and proposes a SaaS solution to accomplish those requirements built around a core MCMS capability, The Technical Solution section shall include:
• Functional and Technical Requirements Matrix. Vendors shall complete and return thematrix provided in Exhibit XX for the proposed MCMS solution, identifying whether andhow their solution addresses the stated requirements and if so, to what extent, in eachcase indicating the page/paragraph location in their proposal where such requirementshave been addressed, explained, and/or elaborated upon.
• Technical Solution Narrative. This shall be a narrative that elaborates both the basecapabilities of the proposed MCMS platform/solution and any supplemental functionalityneeded to fulfill the Functional and Technical Requirements (Appendix A) as indicatedin the Requirements Matrix.
Volume I – Implementation Approach. The implementation approach shall consist of the following components:
• Implementation Methodology. A narrative description of the vendor’s proposedimplementation methodology, including vendor’s expectations for the participation ofWIMSA staff.
• Schedule and Work Breakdown Structure (WBS). A schedule and WBS correspondingto the modular scope described in Section 3 – SOW. This section shall reflect thevendor’s implementation methodology/approach and incorporate all required andproposed deliverables and milestones.
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• Data Conversion of Constituent Records. WIMSA has an existing database of member records on its 4-D Database system. WIMSA transaction information is maintained currently in detail records, and certain key summary data reside in cumulative records on the database. These data are to be converted in an automated fashion to the new system. Describe vendor’s typical approach to conversion and recommended methodology for WIMSA.
Volume I – Staffing Approach. The vendor shall describe its overall staffing approach and team to perform the WIMSA contract. Resumes of Key Personnel shall be included and demonstrate how each proposed person meets the required qualifications identified in the RFP. Vendors must also certify that Key Personnel provided in their proposal will be available at time of award and for a minimum of one (1) year. WIMSA reserves the right to terminate any resulting contract immediately and at no cost if proposed Key Personnel are not available to perform within ten (10) business days of contract award. Letters of Commitment are required for all Key Personnel. The Letter of Commitment must be directed to supporting the MCMS effort including the length of an individual’s commitment and must be signed by the individual and a corporate authorized official. Volume I – Corporate Profile and Past Performance. This section shall include general corporate information as well as references of specific past projects relevant to WIMSA’s requirement.
• Corporate Profile
1. General company information, including headquarters, relevant regional or local offices, and contact information
2. Business and product profile:
a. Years in business
b. Predecessor companies and/or mergers and acquisitions for the last 5 years
c. Total number of employees
d. Number of employees involved with development and support of product(s) offered
e. Major products and service offerings
f. Age of product and current version (when was your proposed solution first released?)
g. Update and upgrade history of your proposed solution with major releases detailed (functionality, version, date)
h. Plans for future product enhancements
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i. Strategic partnerships your company engages in, including implementation partners (size, reliability, and maturity)
j. Anticipated or in-process acquisitions or mergers
k. Experience providing software and services to Non-profit organizations
l. Outstanding legal actions involving your company
m. Revenues for the last five (5) years
• Past Performance References: Provide up to three (3) references for projects that are of comparable size and scope to this effort and have been in operation for at least one (1) year. Include the following information for each reference:
a. Name of customer organization
b. Customer contact name, title, street address, telephone number, and e-mail address
c. Description of services provided and applications/modules installed with version number(s)
d. Go-live date
e. Duration of implementation
f. Number of users accessing the system
g. Business results and/or metrics of key process improvements
h. Lessons learned in these projects that would be relevant to WIMSA Volume II – Price. The vendor shall complete this volume using the provided Price Template and submit in Excel format with no locked or protected cells. Vendor shall not change any labels or formulas in the Price Template.
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Section 7 – Proposal Evaluation
The evaluation shall be conducted in a multi-tiered approach. Proposals must pass through each step to proceed forward to the next round. WIMSA will down-select the highest rated proposals to participate in vendor demonstrations. WIMSA will conduct a final evaluation of down-selected vendor proposals to make its award decision. Vendors invited to conduct oral presentations/demonstrations will be provided with additional information, including the user stories that must be demonstrated. The ultimate award decision will be made by conducting a tradeoff assessment among the evaluation criteria, and by sound exercise of business judgment on the part of the evaluation team. The award will be made to the Vendor whose proposal represents the best overall value to WIMSA.
7.1 Evaluation of Oral Presentations and Vendor Demonstrations
In addition to the review of written proposals, WIMSA will conduct vendor demonstrations from the highest rated vendors. Vendors will be provided with user stories to demonstrate their proposed solution’s ability to perform specific requirements. WIMSA will provide notice of the specific day/time at least XX business days in advance of demonstrations. The demonstrations will take place in Arlington, VA at the Women in Military Service for America Memorial. Vendor demonstrations will be XX hours in duration, broken into the following segments: approximately XX minutes for introductions by the Vendor and WIMSA, XX minutes for oral presentation of Key Personnel and implementation approach, XX minutes to demonstrate user stories, and XX minutes for questions and answers. Vendors are required to provide resumes of proposed Key Personnel, who must actively participate in the oral presentation and vendor demonstration process. Price information shall not be stated during any part of the oral presentation or vendor demonstration. WIMSA will not reimburse any Vendor for travel or any other expenses related to making the oral presentation or vendor demonstration. After completion of vendor demonstrations, the WIMSA Evaluation Team may request clarification/elaboration and/or proposal revisions by one or more of the vendors.
Section 8 Contract Administration and Special Requirements
Contract Administration and Special Requirements describes how WIMSA will interact with Vendors, how information will be exchanged in administration of the contract, and special contract requirements such as changes to the original terms of the contract.
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8.1 Representatives
Each party prior to contract award shall provide names, titles, and contact information for WIMSA and vendor representatives. The parties shall advise one another in writing of any substitution for said representatives.
8.1.1 WIMSA Representatives WIMSA’s designated representatives and Points of Contact for purposes of this contract shall be the WIMSA Vice President (VP) Development, and the WIMSA Program Manager, as follows:
• WIMSA Vice President (VP).
o Has the authority to enter into, administer, and terminate the Contract. Communications pertaining to contractual administrative matters shall be addressed to the WIMSA VP. No changes in or deviation from any of the Contract’s provisions, terms, conditions, including without limitation the statement of work, cost, or term provided herein shall be changed without a written modification to the Contract executed by the WIMSA VP authorizing such changes.
o Will designate, in writing, an authorized representative(s) to discharge such duties and responsibilities as may be delegated. The representative(s) will not have authority to change or alter any of the terms and conditions of the Contract. The WIMSA VP is the sole authority to make changes in the Contract.
WIMSA Vice President
Name: Title:
Phone: Email:
• WIMSA Program Manager (PM).
o Will provide technical direction on contract performance. Technical direction includes: (1) direction to the vendor, which assists in accomplishing the statement of work; and (2) comments on and approval of reports or other deliverables.
Technical direction must be within the Contract's statement of work. The WIMSA PM does not have the authority to issue technical direction which: (1) institutes additional work outside the scope of the contract; (2) constitutes a change; (3) causes an increase or decrease in the estimated cost of the
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contract; (4) alters the period of performance; (5) changes any of the other express terms or conditions of the contract.
o Will issue technical direction in writing or confirm such direction in writing within five (5) calendar days after verbal issuance. Vendor is advised that any reliance on direction from other than the WIMSA VP or a PM acting within the strict limits of the responsibilities as set forth above is undertaken at vendor’s own risk and expense, as such actions do not bind WIMSA contractually.
WIMSA Program Manager
Name: Title:
Phone: Email:
• All questions concerning the authority of a WIMSA employee to direct the vendor contractually should be referred to the WIMSA VP.
8.1.2 Vendor Representatives
Vendor shall provide the following representatives:
• Contract Administrator.
o Vendor representative authorized to enter into and to make changes to the Contract. All contractual matters, including but not limited to: price, terms and conditions, types and quantities of services and/or products to be supplied, delivery schedule, financial adjustments and changes in the scope of work, must be coordinated through the vendor Contract Administrator.
Vendor Contract Administrator
Name: Title:
Phone: Email:
• Project Manager.
o Vendor representative who has authority to direct, and the responsibility to deliver all work associated with performance of Contract. This includes, but is
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not limited to: services/materials or otherwise outlined in the Statement of Work, actions, timelines, deliverables, work products, and performance requirements.
Vendor Project Manager
Name: Title:
Phone: Email:
8.2 General Provisions
General Provisions are terms and conditions that WIMSA expects all vendors to meet. By proposing, the vendor agrees to be bound by the following requirements unless otherwise noted in this RFP:
A. Incurring Costs. The Women In Military Service for America (WIMSA) Memorial Foundation will not be liable for any cost vendors may incur in connection with the preparation or presentation of their proposal(s). Proposals should be concise, straightforward and prepared simply and economically. Expensive displays, bindings or promotional materials are neither desired nor required. However, these instructions are not intended to limit a proposal's content or exclude any relevant or essential data therefrom.
B. Indemnification. The vendor shall hold harmless, defend and indemnify the WIMSA Memorial Foundation and its officers, employees, and agents from and against any and all claims, losses, causes of action, judgements, damages and expenses including, but not limited to attorney's fees because of bodily injury, sickness, disease or death, or injury to or destruction of tangible property or any other injury or damage resulting from or arising out of (a) performance or breach of this contract by vendor, or (b) vendor’s use of WIMSA’s premises, or (c) any act, error, or omission on the part of the vendor, or its agents, employees, invitees, participants, or subcontractors except where such claims, losses, causes of action, judgements, damages and expenses result solely from the negligent acts or omissions or willful misconduct of WIMSA, its officers, employees or agents.
C. Insurance. Vendor shall maintain Commercial General Liability insurance with per occurrence limits of at least $1,000,000 and general aggregate limits of at least $2,000,000. Supplier shall also maintain, if applicable to Supplier’s operations or performance of this contract, Business Automobile Liability insurance covering
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Supplier’s owned, non-owned, and hired motor vehicles and/or Professional Liability insurance with liability limits of at least $1,000,000 per occurrence.
D. Restrictions. All proposals must clearly set forth any restrictions or provisions deemed necessary by the supplier to effectively service the proposed Contract.
E. Right to Reject. WIMSA reserves the right to reject any or all proposals and to waive any informality or technicality in any proposal in the interest WIMSA.
F. Equal Opportunity. No supplier of goods and/or services under this RFP or any Contract shall discriminate against any employee, applicant for employment, or recipient of services on the basis of veteran status, race, religion, color, sex, sexual orientation, age, disability, or national origin.
G. Further Agreements. In addition to a proposal, WIMSA may from time to time require a vendor to execute certain additional documents or agreements, including without limitation a Contract, for the purpose of clarifying the intention of the parties with respect to providing the goods or services hereunder.
H. Acceptance of Services Rendered. WIMSA, through its designated agents and representatives, will be the sole determining judge of whether services rendered under the Contract satisfy the requirements as identified in the Contract.
I. Anti-Collusion. The submission of a proposal constitutes agreement that the supplier has not divulged its proposal to, or colluded with, any other vendor or party to a proposal whatsoever.
J. Debarment Status: By submitting their proposals, vendors certify that they are not currently debarred by Arlington County, any agency, locality, or political subdivision of the Commonwealth of Virginia from submitting proposals on contracts for the type of services covered by this solicitation, nor are they an agent of any person or entity that is currently so debarred.
K. Termination.
a. For Cause. Inadequate delivery, unsatisfactory service, or failure to adhere to any terms, conditions, or other provisions of the Contract may result in termination of the Contract by WIMSA. Vendor shall be responsible for reimbursing WIMSA for expenses incurred as a result of unacceptable service. In the event that WIMSA determines a material breach has occurred, WIMSA shall notify vendor in writing, and allow vendor ten (10) days in which to cure the breach. If the breach is not cured or substantial steps to cure the breach are not taken within this period, WIMSA may terminate the Contract at the end of said ten (10) day period.
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b. For Convenience. WIMSA may terminate the Contract for convenience upon thirty (30) days written notice to vendor. Title to all complete work and work in process under the Contract shall pass to WIMSA immediately upon receipt by the vendor of WIMSA’s notice of termination.
L. Management Reports. Upon request, the vendor must be able to summarize and concisely report pertinent information to WIMSA in a timely manner, throughout the duration of any Contract resulting from this RFP.
8.2.1 Special Contract Requirements
A. Contract Terms & Conditions. The terms and conditions provided herein shall apply to this contract and shall take precedence over any inconsistent terms and conditions to be found in agreement(s) and license(s) which may be attached to or submitted in conjunction with the vendor’s proposal.
B. Use of WIMSA Name. The vendor shall not use the name of WIMSA in any news release, public announcement, advertisement, or any other form of publicity, or disclose any of the terms of the contract to any third party without the prior written consent of WIMSA.
The vendor shall not use WIMSA’s name, trademarks, or any other language, pictures, or symbols that could, in WIMSA’s judgment, imply WIMSA’s identity or endorsement by WIMSA or any of its employees in any (1) written, electronic, or oral advertising or presentation or (2) brochure, newsletter, book, electronic database, or other written material of whatever nature, without WIMSA’s prior written consent.
C. Inclusion of Section. Vendor shall include the terms of this Section (“Use of WIMSA Name”) in any contracts with other parties providing services related to the performance of this contract, such as but not limited to subcontractors.
D. Intellectual Property Rights. All work products and deliverables produced under this contract are the property of WIMSA to be used, modified, reproduced, released, performed, displayed, or disclosed as it sees fit.
E. Travel and Expenses. No travel has been included as a part of this RFP. All expenses for travel, food, and incidentals are solely the responsibility of the Vendor and shall not be reimbursed by WIMSA.
F. Confidentiality. The Vendor shall not use any information that it obtains from performing the services outlined in contract Statement of Work. Without WIMSA’s prior written authorization, the Vendor shall not disclose or publish— or authorize,
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permit, or allow others to disclose or publish— data, designs, specifications, reports, donor information, or other information relating to the services or the work that the Vendor has access.
8.2.2 Software as a Service (SaaS) Terms and Conditions
Table 6 below provides the SaaS terms and conditions. The term “service provider” in this section means the entity providing the MCMS software solution, subscription, and/or license.
Table 6. SaaS Terms and Conditions
Plain Language SaaS Clause 1. Definition of terms. Defines the service model and terms used.
1. Software-as-a-Service (SaaS) as used in this document is defined as the capability provided to the consumer to use the provider’s applications running on a cloud infrastructure. The applications are accessible from various client devices through a thin client interface such as a Web browser (e.g., Web-based email) or a program interface. The consumer does not manage or control the underlying cloud infrastructure, including network, servers, operating systems, storage or even individual application capabilities, with the possible exception of limited user specific application configuration settings.
2. WIMSA owns all of its data. The service provider will not access the data except as needed to do the work of the contract.
2. Data Ownership: WIMSA shall own all right, title and interest in its data that is related to the services provided by this contract. The service provider shall not access WIMSA user accounts or WIMSA data, except (1) in the course of data center operations, (2) in response to service or technical issues, (3) as required by the express terms of this contract, or (4) at WIMSA’s written request.
3. WIMSA owns all personal information. The service provider will protect it and will not use the data for anything not related to the customer. The service provider will encrypt personal data and non-public data both at rest and in transit.
3. Data Protection: Protection of personal privacy and data shall be an integral part of the business activities of the service provider to ensure there is no inappropriate or unauthorized use of WIMSA information at any time. To this end, the service provider shall safeguard the confidentiality, integrity and availability of WIMSA information and comply with the following conditions:
a. The service provider shall implement and maintain appropriate administrative, technical and organizational security measures to safeguard against unauthorized access, disclosure or theft of personal data and non-public data. Such security measures shall be in accordance with recognized industry practice and not less stringent than the measures the service provider applies to its own personal data and non-public data of similar kind.
b. All data obtained by the service provider in the performance of this contract shall become and remain property of WIMSA.
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Plain Language SaaS Clause c. All personal data shall be encrypted at rest and in
transit with controlled access. Unless otherwise stipulated, the service provider is responsible for encryption of the personal data. Any stipulation of responsibilities will identify specific roles and responsibilities and shall be included in the service level agreement (SLA), or otherwise made a part of this contract.
d. Unless otherwise stipulated, the service provider shall encrypt all non-public data at rest and in transit. WIMSAWIMSA shall identify data it deems as no public data to the service provider. The level of protection and encryption for all non-public data shall be identified and made a part of this contract.
e. At no time shall any data or processes – that either belong to or are intended for the use of WIMSA or its officers, agents or employees – be copied, disclosed or retained by the service provider or any party related to the service provider for subsequent use in any transaction that does not include WIMSA.
f. The service provider shall not use any information collected in connection with the service issued from this proposal for any purpose other than fulfilling the service.
4. The service provider will not store any of WIMSA’s non-public data outside the U.S.
4. Data Location: The service provider shall provide its services to WIMSA and its end users solely from data centers in the U.S. Storage of WIMSA data at rest shall be located solely in data centers in the U.S. The service provider shall not allow its personnel or Vendors to store WIMSA data on portable devices, including personal computers, except for devices that are used and kept only at its U.S. data centers. The service provider shall permit its personnel and Vendors to access WIMSA data remotely only as required to provide technical support. The service provider may provide technical user support on a 24/7 basis using a Follow the Sun model, unless otherwise prohibited in this contract.
5. The service provider will notify WIMSA of a security breach. In the case of a SaaS or PaaS, the service provider will notify WIMSA of a security incident.
5. Security Incident or Data Breach Notification: The service provider shall inform WIMSA of any security incident or data breach.
a. Incident Response: The service provider may need to communicate with outside parties regarding a security incident, which may include contacting law enforcement, fielding media inquiries and seeking external expertise as mutually agreed upon, defined by law or contained in the contract. Discussing security incidents with WIMSA should be handled on an urgent as-needed basis, as part of service provider communication and mitigation processes as mutually agreed upon, defined by law or contained in the contract.
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Plain Language SaaS Clause b. Security Incident Reporting Requirements: The service
provider shall report a security incident to the appropriate WIMSA identified contact immediately as defined in the SLA.
c. Breach Reporting Requirements: If the service provider has actual knowledge of a confirmed data breach that affects the security of any WIMSA content that is subject to applicable data breach notification law, the service provider shall (1) promptly notify the appropriate WIMSA identified contact within 24 hours or sooner, unless shorter time is required by applicable law, and (2) take commercially reasonable measures to address the data breach in a timely manner.
6. The service provider will notify WIMSA of any legal requests that might require access to WIMSA’s data.
6. Notification of Legal Requests: The service provider shall contact WIMSA upon receipt of any electronic discovery, litigation holds, discovery searches and expert testimonies related to WIMSA’s data under this contract, or which in any way might reasonably require access to the data of WIMSA. The service provider shall not respond to subpoenas, service of process and other legal requests related to WIMSA without first notifying WIMSA, unless prohibited by law from providing such notice.
7. The service provider will not erase WIMSA’s data in the event of a suspension or when the contract is terminated. Specific time periods are established where the service provider will preserve data based on the circumstances of termination and the type of service provided. The service provider will destroy data using a NIST approved method when requested by WIMSA.
7. Termination and Suspension of Service: a. In the event of a termination of the contract, the service
provider shall implement an orderly return of WIMSA data in a CSV or another mutually agreeable format at a time agreed to by the parties and the subsequent secure disposal of WIMSA data.
b. During any period of service suspension, the service provider shall not take any action to intentionally erase any WIMSA data.
c. In the event of termination of any services or agreement in entirety, the service provider shall not take any action to intentionally erase any WIMSA data for a period of:
• 10 days after the effective date of termination, if the termination is in accordance with the contract period
• 30 days after the effective date of termination, if the termination is for convenience
• 60 days after the effective date of termination, if the termination is for cause
After such period, the service provider shall have no obligation to maintain or provide any WIMSA data and shall thereafter, unless legally prohibited, delete all WIMSA data in its systems or otherwise in its possession or under its control.
d. WIMSA shall be entitled to any post-termination assistance generally made available with respect to the services, unless a unique data retrieval arrangement
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Plain Language SaaS Clause has been established as part of the SLA.
e. The service provider shall securely dispose of all requested data in all of its forms, such as disk, CD/DVD, backup tape and paper, when requested by WIMSA. Data shall be permanently deleted and shall not be recoverable, according to NIST-approved methods. Certificates of destruction shall be provided to WIMSA.
8. WIMSA can audit conformance to contract terms.
8. Contract Audit: The service provider shall audit conformance to the contract terms. WIMSA or a Vendor of its choice may perform the audit. The cost of the audit is the responsibility of WIMSA.
9. The service provider will have an independent audit performed of its data centers annually.
9. Data Center Audit: The service provider shall perform an independent SOC 2 Type 2 audit annually for all relevant data centers at the service provider’s expense. The audit must be made available to the jurisdiction if requested under unilateral NDA or after being redacted.
10. The service provider will notify WIMSA of upgrades and maintenance.
10. Change Control and Advance Notice: The service provider shall give advance notice (to be determined at the contract time and included in the SLA) to WIMSA of any upgrades (e.g., major upgrades, minor upgrades, system changes) that may impact service availability and performance. A major upgrade is a replacement of hardware, software or firmware with a newer or better version in order to bring the system up to date or to improve its characteristics. It usually includes a new version number.
11. The service provider will disclose security processes and technical limitations.
11. Security: The service provider shall disclose its non-proprietary security processes and technical limitations to WIMSA such that adequate protection and flexibility can be attained between WIMSA and the service provider. For example: virus checking and port sniffing –WIMSA and the service provider shall understand each other’s roles and responsibilities.
12. The service provider will limit staff knowledge of data and separate duties to protect the data. Nondisclosure agreements are required of service provider staff.
23. Non-disclosure and Separation of Duties: The service provider shall enforce separation of job duties, require commercially reasonable non-disclosure agreements, and limit staff knowledge of WIMSA data to that which is absolutely necessary to perform job duties.
13. WIMSA can import or export its data whenever needed.
13. Import and Export of Data: WIMSA shall have the ability to import or export data in piecemeal or in entirety at its discretion without interference from the service provider. This includes the ability for WIMSA to import or export data to/from other service providers.
14. The service provider is responsible for all hardware, software, personnel and facilities needed to deliver services. Service will be available 24/7.
14. Responsibilities and Uptime Guarantee: The service provider shall be responsible for the acquisition and operation of all hardware, software and network support related to the services being provided. The technical and professional activities required for establishing, managing, and maintaining the environments are the responsibilities of the service
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Plain Language SaaS Clause provider. The system shall be available 24/7/365 (with agreed-upon maintenance downtime), and provide service to customers as defined in the SLA.
15. The service provider will disclose all subVendors.
15. SubVendor Disclosure: The service provider shall identify all of its strategic business partners related to services provided under this contract, including but not limited to all subVendors or other entities or individuals who may be a party to a joint venture or similar agreement with the service provider, and who shall be involved in any application development and/or operations.
16. WIMSA may have the service provider remove staff.
16. Right to Remove Individuals: WIMSA shall have the right at any time to require that the service provider remove from interaction with WIMSA any service provider representative who WIMSA believes is detrimental to its working relationship with the service provider. WIMSA shall provide the service provider with notice of its determination, and the reasons it requests the removal. If WIMSA signifies that a potential security violation exists with respect to the request, the service provider shall immediately remove such individual. The service provider shall not assign the person to any aspect of the contract or future work orders without WIMSA’s consent.
17. When asked by WIMSA, the service provider will provide business continuity and disaster recovery plans. Both parties must agree on recovery time objectives (RTO) in the contract. The service provider will meet the RTOs.
17. Business Continuity and Disaster Recovery: The service provider shall provide a business continuity and disaster recovery plan upon request and ensure that WIMSA’s recovery time objective (RTO) of XXX hours/days is met. (XXX shall be negotiated by both parties.)
8.2.3 Notices
Any legal notices required hereunder shall be in writing and deemed delivered upon actual receipt of such notice when hand-delivered or sent by certified mail, postage prepaid, return receipt requested, or overnight express courier to the address first set forth above marked to the attention of the signatory of this contract for the party, or to such other address or person as a party may designate in writing from time to time.
8.3 Invoices
Vendor shall submit invoice(s) to the WIMSA designated representative upon satisfactory completion of the work or otherwise in a manner consistent with the Vendor's Proposal for completed deliverables and services received and accepted by the WIMSA designee. Invoices shall be submitted to the Woman In Military Service for America Memorial Foundation, Attn: XXXXX, 200 N Glebe Rd Suite 400, Arlington, VA 22203. Invoices must include the following information and/or attached documentation:
• Name of Business Concern and invoice date
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• Contract Number or other authorization for performance of service • Description, price, and quantity of services delivered or rendered • Name, title, phone number, and complete mailing address of responsible
official to whom payment is to be sent
8.3.1 Withholding
WIMSA shall pay the vendor upon receipt and approval of completed deliverables and in accordance with the schedule provided in the vendor's Proposal (albeit subject to withholding of a 25% retainage of the total project price pending WIMSA certification that the SaaS Implementation is fully functional as defined for that given phase, and a 10% retainage of the total project price pending satisfactory completion of the initial maintenance period).
8.3.2 Nonpayment for Additional Work
Any additional services or services representing a change to work specified herein performed by the vendor, either at vendor’s own volition or at the request of an individual other than a duly appointed WIMSA designee except as may be explicitly authorized in this contract are not authorized and will not be paid. Only a duly appointed WIMSA designee is authorized to change the specifications, terms, or conditions in this contract. The WIMSA designee through a written modification to the contract shall issue any such change.
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Appendices
Appendix A – Functional Requirements
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Exhibit I – MCMS Functional and Technical Requirements Matrix
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