Your firm is invited to submit a Proposal for the following:
An investigation and evidence management software solution that provides capabilities to support inspections, audits, and investigations into potential regulatory and legal non-compliance with The Workers Compensation Act, and end user support services
Description of Services:
AIMS no longer adequately addresses the WCB's business needs and the WCB is seeking to replace AIMS with an investigation and evidence management software solution (the "Software Solution") that provides the following capabilities:
a) Case Management (also called Investigation or Audit Management) - this covers the processes and data necessary to support the initiation, planning, execution, performance and monitoring, and closure of Cases;
b) Correspondence and Document Management - this covers the process and data necessary to support the creation and version control of template-based documents (e.g. letters, reports, notices, etc.) and the management of all Case-based correspondence (including inbound and outbound email);
c) Evidence Management - this covers the processes and data necessary to enable electronic records-based evidence (e.g., video and audio recordings, images, documents, etc.) to be stored and indexed in a secure database according to industry best practices;
d) Enforcement Management - this covers the processes and data necessary to enable the WCB to ensure recommendations and corrective actions required of a stakeholder by a Case are performed;
e) Integration with WCB business systems that support API integration;
f) Operational Reporting - this includes providing dashboards and reports to support the overall management of all Cases; and
g) Trend and Outcome Reporting - this includes collecting relevant data to enhance prevention, detection and enforcement activities.
The key expected benefits of the Software Solution are:
a) Increased ability to targeted compliance education initiatives to prevent inadvertent non-compliance;
b) Improved detection of non-compliance;
c) Better data to inform compliance activities; and
d) More efficient use of available resources.
The Solution Requirements Document (copy included with the RFP) requests details under the following topics:
a) Functional Requirements:
(i) Case Initiation and Indexing;
(ii) Case Management;
(iii) Reporting;
(iv) Administration;
(v) User Access and Capabilities; and
(vi) General.
b) Non Functional Requirements:
(i) Business Continuity and Disaster Recovery;
(ii) Operational;
(iii) System Design and Integration;
(iv) System Documentation;
(v) System Security; and
(vi) Usability and Accessibility.
The proposed Software Solution must meet the mandatory functional and non-functional requirements described in the Solution Requirements Document and should meet or exceed the non-mandatory requirements. For each requirement described in the Solution Requirements Document, Vendors are expected identify if the proposed Software Solution meets that requirement and to provide a description explaining how it meets the requirement.
Although it is anticipated Software as a Service (SaaS) solutions will be proposed, the WCB will consider on premise solution proposals. Vendors must clearly indicate whether the proposed Software Solution is a SaaS or an on premise product. Vendors proposing an on premise solution must clearly identify the responsibility of the WCB in ensuring that the Software Solution is able to meet the mandatory non-functional requirements described in the Solution Requirements Document.
The Questionnaire Document (copy included with the RFP) is designed to gain understanding of the Vendor's similar project experiences and approach to the Software Solution by requesting details under the following topics:
a) User Support;
b) Training Approach; and
c) Project Experience.
The IT infrastructure considerations include, but are not limited to the following:
a) All data to be stored in Canada;
b) Cloud-based SaaS on secure servers (applies to SaaS Software Solutions only);
c) Available for use 24 hours/7 days a week;
d) Technical support;
e) Software Solution must be accessible and functional using modern browsers such as Chrome, Edge, Safari, etc.;
f) Software Solution must be accessible and functional using mobile devices; and
g) Maintenance of all infrastructure to be provided by the Vendor (applies to SaaS Software Solutions only).
Working with the WCB, the Contractor will:
a) Ensure the Software Solution is aligned with the WCB's requirements;
b) Provide the following implementation services;
(i) Project management and delivery plan;
(ii) Set up and configure the Software Solution;
(iii) Integrate Software Solution with the WCB's data warehouse and email server;
(iv) Migrate open active Cases into the Software Solution at a minimum and all Case if possible;
(v) Perform technical testing and support user testing;
(vi) Provide user training and documentation;
(vii) Support roll-out to users; and
(viii) Warranty support.
c) Provide customization, quality assurance testing, and implementation of customization;
d) Provide ongoing maintenance, technical support, and hosting (assumed to include provision of ongoing updates/improvements made to the base Software Solution); and
e) Provide customer support to administrators and users.
The Services shall normally be performed during Business Hours. However, the WCB may request some of the Services to be performed outside Business Hours from time to time, as deemed necessary, in the unfettered discretion of the WCB. The Contractor shall not be entitled to charge overtime rates unless specified in the Fee Schedule.
The WCB requires the inclusion of the following resources to support the Software Solution during Business Hours unless otherwise indicated:
a) Account manager to provide ongoing business support. This resource must have experience and knowledge of the account specifics and general knowledge of the Software Solution.
b) Project manager & support team to provide development and delivery of all customizations, as well as implementation and support of the Software Solution. This resource will provide regular updates and communication with the WCB's project manager.
c) Customer support resources to provide ongoing support to users of the Software Solution during WCB staff working hours (7:30 a.m. to 5:00 p.m. MB Time).
The Contractor will not be required to have and maintain workers compensation coverage for its workers who will be providing the Services, unless required pursuant to The Workers Compensation Act.
The Services shall be provided remotely by the Contractor, unless otherwise agreed in writing by the parties.
The WCB anticipates commencing the project in January 2023. It is expected the Contractor will have initial customization and implementation of the Software Solution completed for a go live date on or before December 31, 2023 and the subsequent maintenance, technical support, and hosting shall be provided for a period of five (5) years (following the go live date).
The Services related to additional customization and integrations of the Software Solution shall be requested by the WCB on an "as needed" basis and the WCB makes no representation to guarantee any minimum amount of licensing will be purchased from the Contractor.
