The vendor is required to provide that audit and training software the existing software, with 24/7/365 audit, compliance tracking, and security awareness training of the current department system and provide any department-authorized enhancements or other system changes.
- Provide all maintenance, support, and enhancement services in compliance with the department information technology (it) and cyber security standards and the most current federal criminal security where applicable throughout the life of this contract.
- Department and the determine relevant deadlines for updates and enhancements.
- Provide staff resources including technical support and customer service personnel to perform services required by this contract during the principal period of operation, is identified as Monday through Friday from 8:00 a.m. to 5:00 p.m. department, excluding state or federal holidays.
- Required services include but are not limited to system support requests to set up new users in the system, and reassignment of individuals from one agency to another.
- Work with department program and technical staff regarding service activities upon department.
- Department queries for additional information and action within two business days, unless department and contractor agree that additional time is needed for adequate research and response.
- Work with and report directly to the department project manager or assigned designee regarding services, compliance with specifications, and issued change order.
- Provide liaison activities between contractor’s staff and the department project manager or assigned designee.
- Provide and maintain the list of contractor’s staff assignments necessary to support the systems’ service requirements.
- Provide this list to department upon request and upon any changes in staff assignments.
- All assigned department staff and third-party contractors engaged in providing services for department as they relate to the contract and service requirements as defined by department.
- A kick-off meeting upon department request for the initiation of this contract and any change orders held in person at department state or virtually with the agreement of contractor and department, at a date and time agreeable to department at no additional cost.
- Maintain up to date knowledge of the current department specifications, as identified within the most recent and current version of the department policy.
- The existing version of the criminal audit and training system and have access to the source code under the original criminal audit and training system contract awarded to peak performance to conduct needed maintenance and support work and permission to modify the source code, if required.
- Maintenance and support for the system during the principal period of operation, defined as Monday through Friday, 8:00 am to 5:00 pm department, excluding federal and state holidays, to ensure ongoing premium software functionality and operational effectiveness.
- Periodic software updates will incorporate (1) corrections of any defects and (2) contractor-initiated modifications to the software, with prior written approval from department project manager or assigned designee.
- Provided to the department project manager or assigned designee as agreed upon between the contractor and department.
- Manage support for the software in adherence to the service level standards outlined.
- Reminder notices to department project manager or assigned designee at least five (5) business days before scheduled preventive maintenance activities for those activities that impact system operation.
 - The notice will include but are not be limited to:
• Beginning date and time and estimated ending date and time of anticipated downtime; and purpose of the scheduled maintenance;
• Anticipated impact to the current system functionality; d. a listing of any department resources necessary for the maintenance and rollback plans.
- Installation of patches and upgrades of all applications and operating system software associated with the system and maintenance of interface connectivity.
- Necessary reference manuals and user guides documents must be updated and kept current throughout the life of the contract at no additional cost to department.
- The contractor and department must agree upon a deadline for updated documentation based on the relevant changes.
- Support for all software licenses utilized by department, including but not limited to identifying, verifying, reporting, and resolving problems associated with the software licensed to department to maintain the software performance levels.
- Provide installation of patches and upgrades of all applications and operating system software associated with the system, with written preauthorization of department to keep current with department division policies and standards as the policy changes go into effect.
- Preventive maintenance is required and separate from any department -requested work under section enhancement services. updates to manuals resulting from system software updates must be supplied to department as part of the maintenance cost.
- Provide department project manager or designee with email or phone notice of unscheduled preventive maintenance activities and receive approval from department before services are rendered.
- Provide an advance notice reminder to the department’s project manager or assigned designee at least five (5) business days before scheduled preventive maintenance activities for those that impact system operation.
- Install, without charge outside the principal period of operation, all mandatory changes with written preauthorization from department.
- Replace faulty, malfunctioning, or end-of-life system software to maintain the current system functionality and operational effectiveness.
- Provide all necessary maintenance at no additional cost to department to remedy malfunctioning software to regain full operability.
- Technical system requirements
• Manage department security audits based upon department guidelines and specific department requirements, i.e., accommodate multiple audit assignments and scheduling changes and provide the ability to maintain and download them in a readable format.
• ability to track audits and training and compliance of both.
• Multiple user roles and permissions with an option to permit department administrators to create new roles and modify existing ones.
• Provide continuous 24/7/365 system access to authorized users.
• Include full, indelible transaction logs that department administrators can view.
• Audit assignment and completion records must be able to track and run transaction logs to reflect any changes of an assigned audit if needed.
• The creation of agency profiles using fields determined by department.
• Department prefers to have the ability to create agency accounts, include originating agency identifiers within the address fields.
• To accommodate all current and future users without a noticeable decrease in functionality or system speed.
• To manage users for their entity, including creating new system users
• Provide the ability for selected department users to make configurable changes to the software.
• Examples include changes to the training curriculum, exam questions, and audit recurrence timelines.
• All common question-and-answer or exam question formats such as fill-in-the blank, multiple choice, yes/no responses, and include the ability to provide follow-up questions based upon previous responses.
• To upload documents to the software in standard file formats.
• Permit to develop and implement automated notifications as defined by department.
• To print selected documents and certificates in the software.
• Provide scheduled and ad hoc reporting.
• Create easily modified reports and portals for department system administrators.
- Contract Period/Term: 5 years
- Questions/Inquires Deadline: February 13, 2025