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					                           RFCSP Attachment G-2
              City of San Antonio CRM Technical Requirements
TECHNICAL REQUIREMENTS
T001-T016.1    General
T017-T022         Hardware/Platform
T023-T029         Network/Telecommunications
T030-T030.16      Communications Channels
T031-T036         Data
T037-T039         Computer Telephony Integration
T040-T041         Universal Queue Support
T042-T049         Integration / Interface
T050-T051.2       Redundancy and Scalability
T052-T065         Security
T066-T068         Accessibility, Reliability, and Flexibility
T069-T071         Audit
T072-T074         Backup and Archive, and Business Continuity
T075-T076         System Administration
T077-T079.2       E-Payment Services




                                                1               4/28/2010
                                                                       RFCSP Attachment G-2
                                                          City of San Antonio CRM Technical Requirements

Enterprise CRM Solution Technical Requirements Response
Client Name:         City of San Antonio
Service Provider:    <Provider Name>

1. Review all worksheets to obtain an understanding of the City's technical requirements with which your solution must comply.
2. Review Exhibit 15, City Technical Standards to ensure your solution will fit into the City's technical environment as required.
3. Complete the technical requirements worksheet columns D - I.
       Provide an "x" in columns D - H indicating how you will ensure your solution meets the requirement.
       Provide additional explanation if required in column I (e.g., the standard with which your solution complies.)
       All mandatory requirements must be met by your solution. A "Not Provided" answer may disqualify your proposal from further consideration based upon further review by CoSA IT.
4. Complete the interfaces worksheet
       Provide a brief description of your experience interfacing your proposed solution with the system or similar type of system in Column O.
5. Include your completed worksheet as part of your proposal package as Attachment G-2.




                                                                                               2                                                                                        4/28/2010
                                              RFCSP Attachment G-2
                                 City of San Antonio CRM Technical Requirements




Requirement #                                              Description                                                  Functionality
                                                                                                                          Category
                                                                                                                      (M-mandatory, D-
                                                                                                                          desired)


TECHNICAL
                 General
T001             Solution shall provide a "native" browser interface for all classes of users. (e.g., accessible             M
                 via Explorer, Firefox, etc.)
T002             Solution shall provide the ability to allow for multiple users and distributed system access.               M

T003             Solution shall provide the ability to allow multiple users to view the same record                          M
                 simultaneously.
T004             Solution shall provide the ability to apply locks at the record level for update processing to              M
                 ensure correct updating of the data.
T005             Solution shall provide the ability to allow multiple users to query information and run reports at          M
                 the same time.
T006             Solution shall provide the ability to support both real-time and batch update processing.                   M

T007             Solution shall be based on an open architecture for user and system interfaces utilizing                    M
                 current and industry-accepted standards, methods, and protocols.
T008             Solution shall provide the ability to support the use of a Service Oriented Architecture and                M
                 common and customizable Web Services.
T009             Solution shall provide the ability to provide non-proprietary extensibility using standard,                 M
                 commonly available Web-based or Microsoft-based tools and languages.
T010             Solution shall provide the ability to maintain an integrated database that is used across                   M
                 functionalities (e.g., citizen services, work order management, GIS).
T011             Solution shall provide the ability to prohibit record deletions; e.g., use statuses to indicate             M
                 records that were created in error.
T012             Solution shall provide the ability to record all queries and changes made to a citizen record.              M
                 When a change is made, the name of the user making the change is to be recorded with the
                 date/time of the change, the details of the change and the reason for the change.

T013             Solution shall provide the ability to display both codes and related text descriptions where                M
                 necessary.
T014             Solution shall provide a workflow engine allowing for the configuration of process workflows                M

T015             Solution shall incorporate a flexible licensing strategy to facilitate deployment of the solution           M
                 across City departments:
       T015.1           Named users                                                                                          M
       T015.2           Concurrent users                                                                                     M
       T015.3           Unnamed users (global)                                                                               M
T016             Solution shall have a standard release/upgrade plan for new functionality or system upgrades                M

       T016.1            Solution shall provide for improved capability to continue to develop improved                      M
                         customer service products/technology as part of the future R & D plan
                 Hardware/Platform
T017             Solution shall operate on City Standard servers and shall meet the minimum specifications                   M
                 provided in RFCSP Exhibit 15.
T018             The server operating system shall be compliant with City standards provided in RFCSP                        M
                 Exhibit 15.
T019             Solution shall utilize existing City desktop and laptop hardware provided in RFCSP Exhibit 15.              M

T020             Solution shall utilize City Standards as the desktop/laptop operating system provided in                    M
                 RFCSP Exhibit 15.
T021             Solution shall utilize City standard routers, switches and Voice over IP components provided                M
                 in RFCSP Exhibit 15.
T022             Solution shall utilize City standard wireless networks with TKIP encryption and certificate                 M
                 authentication, if applicable to the solution.
                 Network/Telecommunications
T023             Solution shall operate within the existing telecommunications environment provided in                       M
                 RFCSP Exhibit 15.
T024             Solution shall support the TCP/IP network protocols.                                                        M
T025             Solution shall support at least an estimated contact call volume of up to 3 million citizen                 M
                 interactions per year and a maximum of 300,000 calls per month and accommodate a
                 potential 15 - 20% growth per year.
T026             Solution shall be scalable to support critical peak loads (e.g., 4th of July, major events,                 M
                 catastrophes).
T027             Solution shall integrate with the City's voice mail system provided in RFCSP Exhibit 15.                    M

T028             Solution shall integrate with the City's telephony systems provided in RFCSP Exhibit 15.                    M

T029             Solution shall use City standards for all call center hardware and software provided in RFCSP               M
                 Exhibit 15.
                 Communications Channels
T030             The Solution shall support the following communication channels:                                            M
       T030.1        Landline Telephone                                                                                      M
       T030.2        Voice over IP Telephone                                                                                 M
       T030.3        Cellular Telephone                                                                                      M
       T030.4        TTY/TTD                                                                                                 M
       T030.5        IVR                                                                                                     M
       T030.6        Auto-attendant                                                                                          M
       T030.7        Email                                                                                                   M
       T030.8        E-forms                                                                                                 M
       T030.9        SMS Text Messaging                                                                                      M
       T030.10       Chat / Instant Messaging                                                                                M
       T030.11       Pager                                                                                                   M
       T030.12       RSS (Real Simple Syndication) Feeds                                                                     M
       T030.13       Fax                                                                                                     M
       T030.14       Wireless Mobile Data Devices                                                                            M
       T030.15       U.S. Mail                                                                                               M
       T030.16       In Person                                                                                               M
                 Data
T031             Solution shall have tools available that will enable the bulk import and export of data.                    M
T032             Solution shall support a relational database format for the storage of data based on City                   M
                 standards provided in RFCSP Exhibit 15.
T033             Solution shall allow the mining of data using standard reporting tools provided in RFCSP                    M
                 Exhibit 15.
T034             Solution shall allow for the creation of reports utilizing standard reporting tools provided in             M
                 RFCSP Exhibit 15.
T035             Solution shall allow for the use of electronic forms to add and/or update data in their solution            M
                 utilizing Adobe LiveCycle or web forms.
T036             Solution shall allow for integration with the City's enterprise content management solution,                M
                 FileNet for storage of documents and/or workflow.
                 Computer Telephony Integration
T037             Solution shall communicate with City VoIP, PBX, IVR, and any other related                                  M
                 telecommunications components to support computer telephony integration and the overall
                 311 strategy and implementation.
T038             Solution shall perform functions based on data received from the City VoIP, PBX, IVR and                    M
                 related components.
T039             Solution shall support, where appropriate, Session Initiation Protocol (SIP), CCXML and                     M
                 related call control standards.
                 Universal Queue Support
T040             Solution shall support tight integration of universal queuing to support City customer                      M
                 relationship management (CRM) strategies.
T041             Solution shall support all communication channels via a single user interface.                              M
                 Integration / Interface
T042             Solution shall provide the ability to share data with, and be integrated with, existing systems             M
                 to support City customer relationship management (CRM) strategies (see Interfaces
                 Worksheet)
T043             Solution shall utilize industry-standard Application Programming Interfaces (API), adapters,                M
                 adapter development kits and similar enterprise application integration (EAI) tools to facilitate
                 interfaces between the proposed and existing systems.
T044             Solution shall support a City standard relational database management system (RDBMS)                        M
                 provided in RFCSP Exhibit 15.
T045             Solution shall support integration with the City's data warehouse system and/or SAP                         M
                 Business Warehouse.
T046             Solution shall support integration with the City's standard business analytics system utilizing             M
                 Business Objects and/or SAP Business Warehouse.
T047             Solution shall provide the ability to accommodate additional interfaces as new external                     M
                 systems are developed and deployed.
T048             Solution shall provide the ability to perform bi-directional link/transform between call center,            M
                 service request, work orders, and field entry devices:
       T048.1             Real-time                                                                                          M
       T048.2             Industry Standard Mobile Devices                                                                   M
T049             Solution shall interface with a recording system that will support QA processes related to call             M
                 taker supervision/observation.
                 Redundancy and Scalability
T050             Solution shall ensure that key system modules are redundant with automatic failover                         M
                 capabilities.
T051             Solution shall be scalable, including, but not limited to:                                                  M
       T051.1             Customer interaction volume                                                                        M
       T051.2             Network architecture                                                                               M
                 Security
T052             Solution shall be implemented with a security infrastructure and tools for protection of                    M
                 programs and data from intentional unauthorized access attempts.
T053             Solution shall not store or transmit passwords in clear text.                                               M
T054             Solution shall provide the ability to secure the system to prevent unauthorized use.                        M
T055             Solution shall provide the ability to protect the system against malware.                                   M
T056             Solution shall provide the ability to prevent external hacking.                                             M
T057             Solution shall support configurable password complexity rules.                                              M
T058             Solution shall support configurable minimum password lengths.                                               M
T059             Solution shall provide the ability to lock an account after a configurable number of                        M
                 unsuccessful logon attempts.
T060             Solution shall provide the ability for authorized personnel to reset passwords.                             M
T061             Solution shall provide the ability to force users to change their passwords periodically.                   M
T062             Solution shall utilize SSL for sensitive data.                                                              M
T063             Solution should support authentication with City-wide directory services provided in RFCSP                  M
                 Exhibit 15.
T064             Solution's system architecture shall support a DMZ network architecture.                                    M
T065             Solution shall replicate city data to the city's public DMZ database, or meet the city's secure             M
                 DMZ design, if utilizing a database that requires public access.
                 Accessibility, Reliability, and Flexibility
T066             Solution/vendor shall adhere to reliability metrics agreed upon under a negotiated service                  M
                 level agreement (SLA) with the software vendor.
T067             Solution shall provide the ability to proactively monitor system performance and notify                     M
                 system administrator when problems arise.
T068             Solution shall support remote access for service/maintenance monitoring.                                    M
                 Audit
T069             Solution shall provide audit-tracking reports for user access and usage logs.                               M
T070             Solution shall provide the ability to track all successful and unsuccessful logon attempts.                 M
T071             Solution shall provide transaction logs to record executed functions to facilitate diagnosis and            M
                 reconciliation of system errors.
                 Backup and Archive, and Business Continuity
T072             Solution shall include business continuity provisions including system-specific disaster                    M
                 recovery procedures and appropriate redundancy to minimize service disruptions.
T073             Solution shall provide a flexible archiving function that supports department-specific rules for            M
                 data archiving which may include various dates and status settings associated with the
                 requests.
T074             Solution shall keep three (3) years of data online and provide the ability to access archived               M
                 data within a reasonably short timeframe.
                 System Administration
T075             Solution shall provide role-based access control using the principle of least privilege for all             M
                 system functions including system administration and security administration.
T076             Solution shall provide the ability to allow multiple groups and roles that govern individual                M
                 access to the system and transactions within the system. The assignment of a group/role will
                 determine whether or not the individual may access a transaction, and if the access is update
                 or view only.
                 E-Payments
T077             Solution should provide citizens or agents the ability to process credit cards payments for                 M
                 any eligible service request.
T078             Solution should provide the ability to process credit cards payments using the standard point               M
                 of sale solution (POS) and City's merchant account in encrypted form (e.g. VeriSign/Entrust).

T079             Solution shall provide the ability to process credit cards payments using the City's                        M
                 eCommerce provider (Bank of America) and e-payment web service that any City
                 department can leverage outside the 311 to process e-payments and the following criteria:

       T079.1           The e-payment API should accept payment request from any City application in a                       M
                        standard format and will submit it for processing.
       T079.2           The e-payment API should return to the requesting City application a payment                         M
                        response in a standard format that will indicate whether or not the transaction was
                        successful.




                                                                  3                                                                      4/28/2010
                                                                                                                                RFCSP Attachment G-2
                                                                                                                   City of San Antonio CRM Technical Requirements




                                                                                                               Application Interfaces with CRM
  Application      Replacement/ Enterprise       Application         App Version      Department/          Platform         OS                   OS Version                     Database     Database       Data Input        Data        Experience Interfacing with
     Name          Upgrade Plans CRM Phase         Type                             Division Owners                                                                                           Version                        Output           this Application /
  Work Order
  Management
SAP                                     All      ERP / WOM              ECC6       Citywide                                                                                       Oracle       10.2.0     Service request    Service
                                                                                                                                                                                                              initiation     request
                                                                                                          Sun Sparc   Sun Solaris   5.10 (commonly referred to as version 10)                               information       status
Avis 1.0 for Work Plan for SAP        3 - "n"        WOM                 1.0       Aviation - Facility                                                                                                    Service request    Service
Order             Plant                                                            Maintenance                                                                                                                initiation     request
Management        Maintenance                                                                                                                                                                               information       status
                  (PM)
Fleet FASTER      Replace this        3 - "n"                                      Fleet Management
Database System year or upgrade                                                    & Operations -
                                                                                   Management
Case
Management and
Permitting
CMS Supervisor                          2          Case Mgt                        Community
                                                                                   Initiatives - Child
                                                                                   Care Services
Hansen             Plan to move to      2          Permitting            7.7       Fire - Fire               AMD        Windows                    2003 EE                       Oracle        10.2.0     Service request    Service
                   new system for                                                  Prevention,              Opteron                                                                                           initiation     request
                   Fiscal Year                                                     Planning &                                                                                                               information       status
                   2011                                                            Development
                                                                                   Services - Office of
                                                                                   the Director
TSPW               Plan to replace      1            WOM                           Public Works, Solid    Mainframe        z/0S                      1.8                         ADABAS        7.4.4      Service request    Service
                   with SAP PM in                                                  Waste Management                                                                                                           initiation     request
                   June 2010                                                       - Directors Office;                                                                                                      information       status
                                                                                   Also used by CIMS
                                                                                   and Planning &
                                                                                   Development
                                                                                   Services; PDSD has
                                                                                   one category code -
                                                                                   888 - they monitor.
                                                                                   That code has had
                                                                                   approximately 300
                                                                                   requests this fiscal
                                                                                   year


WOMM               Plan to move to    3 - "n"        WOM                           Purchasing &              AMD        Windows                    2003EE                       MS Access                 Service request    Service
                   SAP PM in                                                       General Services -       Opteron                                                                                           initiation     request
                   June 2009                                                       Facilities Mgt                                                                                                           information       status
Chameleon                               1          Case Mgt                        Animal Care               AMD        Windows                    2003 EE                      SQL Server     2005        Animal Care       Service
                                                                                                            Opteron                                                                                        Information       request
                                                                                                                                                                                                                              status
ECCO               Plan to acquire      1          Case Mgt                        Code Compliance        Mainframe        z/OS                      1.8
                   a New Case
                   Management
                   system - Fiscal
                   Year 2010
Municipal Courts                        2                                          Courts                 Mainframe        z/OS                      1.8                        ADABAS         7.4.4      Service request    Service
                                                                                                                                                                                   ?             ?            initiation     request
                                                                                                                                                                                                            information       status
Point of Sale
Web Based Point    To be identified     2            POS                 TBD       ITSD - Citywide           TBD           TBD                       TBD                           TBD          TBD             TBD            TBD
of Sale
GIS Mapping                             1             GIS           ESRI Software ITSD - Citywide                                                                                            GIS Server      geo-codes      Maps and
                                                                      Suite v9.3                                                                                                               v. 9.3                       annotation

GeoValidation                           1        GeoValidation      GeoValidation ITSD - Citywide                                                                                            GIS Server
                                                 Web Service        Web Service                                                                                                                v. 9.3
                                                                        Arc
Telephony
Cisco              None at this         All        IVR, ACD         System Version ITSD - Citywide           VoIP                                                                                           Voice Calls       Results
                   time                                                7.x (Call                                                                                                                                             from IVR,
                                                                       Manager,                                                                                                                                                 ACD
                                                                    Contact Center                                                                                                                                          interaction
                                                                       Express,
                                                                      Operations
                                                                      Manager)

Avaya              To be upgraded       All        IVR, ACD            Avaya      ITSD - Citywide                                                                                                           Voice Calls       Results
                   to Cisco VoIP                                    Communication                                                                                                                                            from IVR,
                                                                    s Manager 1.1                                                                                                                                               ACD
                                                                                                                                                                                                                            interaction
First Call         None at this         1            Opt In                        Office of Emergency                                                                                                       Notification  Notification
                   time - recently              Emergency and                      Services                                                                                                               information from information
                   installed                    Non-Emergency                                                                                                                                               Departments         from
                                                Call Notification                                                                                                                                                          Departmen
                                                                                                                                                                                                                                  ts

Content
Management
FileNet                                 1          Content                         ITSD - Citywide                                                                                                          Procedural   Documents
                                                 Management                                                                                                                                               documents and     with
                                                                                                                                                                                                          correspondance structured
                                                                                                                                                                                                                          data links
Business
Intelligence and
Reporting
Business Objects                        1          Business               XI       ITSD - Citywide                                                                                                        Any part of the   Query and
Analytics and                                    Intelligence,                                                                                                                                            CRM database      Reporting
Reporting                                        Dash Boards,                                                                                                                                                               result sets
                                                   WEBI's,
                                                Crystal, Report
                                                Scheduling and
                                                Publishing, ETL

SAP BW                                  1          Business               7        ITSD - Citywide                                                                                Oracle       10.2.0
                                                 Intelligence &
                                                      Data
                                                  Warehouse                                               Sun Sparc   Sun Solaris   5.10 (commonly referred to as version 10)
Email/
Calendaring
Microsoft                               1            Email               2003      Citywide                  AMD        Windows                    2003EE                       SQL Server     2005
Exchange                                                                                                    Opteron




                                                                                                                                             4                                                                                                                 4/28/2010

				
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