Vendor Corporate CapacityVendor Corporate CapacityCBS WorkgroupCBS Workgroup

May 12, 2003May 12, 20031:30-4:301:30-4:30

Sacramento, CaliforniaSacramento, CaliforniaMichael Gorodezky – Paul DuckMichael Gorodezky – Paul Duck

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Workgroup Participants

Alameda Barry HallButte Duane HendersonKern Chuck McCartneySan Diego Polly PetersonSan Luis Obispo Roger ShippSmall Counties Ken MeibertStanislaus Dennis LouisSan MateoSanta BarbaraFresno

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Balancing The RFP ProcessBalancing The RFP Process

• Selecting Features and….Selecting Features and….• Selecting VendorsSelecting Vendors

– Long term business partnersLong term business partners• Consider California historyConsider California history• Consider National history of Consider National history of

vendorsvendors• Projecting the futureProjecting the future

– Equal vs. Unequal PartnersEqual vs. Unequal Partners• Internal IT capacityInternal IT capacity• Local sub-contractor capacityLocal sub-contractor capacity• Stability of local work forceStability of local work force• Reliability of local work force Reliability of local work force

vs. vendor staffingvs. vendor staffing

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Elements of Corporate CapacityElements of Corporate Capacity

1.1. Business ModelBusiness Model2.2. Corporate Financial Corporate Financial

StrengthStrength3.3. Staffing Staffing 4.4. Ability to Service Ability to Service

California CountiesCalifornia Counties5.5. Customization and Customization and

ConfigurationConfiguration6.6. Product Development Product Development

MethodsMethods7.7. Implementation Implementation

ServicesServices

• Data ConversionData Conversion• TrainingTraining• Maintenance & Maintenance &

SupportSupport• DocumentationDocumentation• Applications Applications

Service Provider Service Provider (ASP) Scope of (ASP) Scope of ServiceService

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1. Business Model Issues1. Business Model Issues

• System IntegratorSystem Integrator• Software VendorSoftware Vendor

– Full or Partial FunctionsFull or Partial Functions– Full or Partial ServicesFull or Partial Services

• In-House, ASP, Enhanced In-House, ASP, Enhanced ASPASP

• Product focus:Product focus:– Behavioral HealthBehavioral Health– HealthHealth– Human ServicesHuman Services– All?All?

• Vendor Customer FocusVendor Customer Focus– Public vs. PrivatePublic vs. Private– Profit vs. Non-profitProfit vs. Non-profit– Clinic focus vs. System Clinic focus vs. System

focusfocus– Multiple statesMultiple states

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2. Corporate Financial Strength2. Corporate Financial Strength

• Financial Viability– Recent Sales FiguresRecent Sales Figures– Maintenance RevenueMaintenance Revenue– Recent or pending mergersRecent or pending mergers– Venture capital, external investorsVenture capital, external investors– Growth and Stability……Growth and Stability……

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Growth & StabilityGrowth & Stability

• Last 3 years of growth?Last 3 years of growth?– RevenueRevenue– New customersNew customers– New InstallsNew Installs– New HiresNew Hires

• Key events:Key events:– MergersMergers– Investments from Investments from

external sourcesexternal sources– Major new contractsMajor new contracts

• Product focus:Product focus:– Behavioral HealthBehavioral Health– HealthHealth– Human ServicesHuman Services– All?All?

• Is current growth Is current growth sustainable?sustainable?

• California State Budget California State Budget

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3. Staffing and Partnerships3. Staffing and Partnerships

• Staff MixStaff Mix• AdministrationAdministration• Sales & MarketingSales & Marketing• R&DR&D• Implementation & TrainingImplementation & Training• Hardware/Network/TelecommHardware/Network/Telecomm• Help Desk/SupportHelp Desk/Support

• Recent Hiring/LayoffsRecent Hiring/Layoffs• What are desirable staffing ratio’s?What are desirable staffing ratio’s?• What is desirable staffing geography?What is desirable staffing geography?• Are sub-contractors used? How?Are sub-contractors used? How?

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4. Ability to Serve California 4. Ability to Serve California CountiesCounties

• How does the How does the vendor learn about vendor learn about California?California?

1.1. California CustomerCalifornia Customer2.2. Local user groupLocal user group3.3. State authoritiesState authorities

4.4. Vendor Staff content Vendor Staff content knowledgeknowledge

• Participation on State-Participation on State-wide planningwide planning

• Local California officesLocal California offices– What services?What services?

• Sales & MarketingSales & Marketing

• ImplementationImplementation

• Development Development

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5. Customization and Configuration5. Customization and Configuration

• CustomizationCustomization– Examples from recent Examples from recent

implementationsimplementations– What is the What is the

specification process?specification process?– How are prices How are prices

determined for custom determined for custom work?work?

• ConfigurationConfiguration– Examples of business Examples of business

rule configurationrule configuration• What are examples of What are examples of

configurations done by configurations done by the vendor?the vendor?

• Examples done by Examples done by customers, (cite customers, (cite references)references)

– How is pricing set for How is pricing set for configuration?configuration?

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6. Product Development Methods6. Product Development Methods

• Size and Nature of R&D TeamSize and Nature of R&D Team• Examples of recent products:Examples of recent products:

– New modules (development time)New modules (development time)– Custom software for customersCustom software for customers– Complex reportsComplex reports– System interfacesSystem interfaces

• Estimating & Pricing ProcessEstimating & Pricing Process• Development model Development model

– TraditionalTraditional– Rapid DevelopmentRapid Development

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7. Implementation Services7. Implementation Services

• Recent implementation track recordRecent implementation track record– Where, when, with what success?Where, when, with what success?– What did vendor learn?What did vendor learn?

• Scope & Nature of Implementation TeamScope & Nature of Implementation Team– Training resourcesTraining resources– Implementation software tools Implementation software tools – Experience of on-site staffExperience of on-site staff– Use of Sub-Contractors (Pro & Con)Use of Sub-Contractors (Pro & Con)

• Capacity to handle multiple simultaneous installsCapacity to handle multiple simultaneous installs

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7. Implementation …7. Implementation …continuedcontinued

• Project Planning –Project Planning –– Before (RFP response “plan”)Before (RFP response “plan”)– After (Use of plan during implementation)After (Use of plan during implementation)

• Project managersProject managers– Behavioral Health experience & training with Behavioral Health experience & training with

vendorvendor– Sample “bio” for Project ManagerSample “bio” for Project Manager– Does vendor use sub-contractors?Does vendor use sub-contractors?

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8. Data Conversion8. Data Conversion

• Scope of recent data conversions?Scope of recent data conversions?– Scale Scale

• Types of data converted vs. archivedTypes of data converted vs. archived

– TimetableTimetable

• What is vendor’s typical conversion plan?What is vendor’s typical conversion plan?– TestingTesting– EvaluationEvaluation

• What has vendor learned from past conversions?What has vendor learned from past conversions?

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9. Training9. Training

• Number of full time trainers? Location?Number of full time trainers? Location?• Training of Trainers Training of Trainers • Capacity to do large scale on-site trainingCapacity to do large scale on-site training• Use of alternative training strategiesUse of alternative training strategies

– Self paced on-line training materialsSelf paced on-line training materials– Web based trainingWeb based training

• Variety and type of ongoing training Variety and type of ongoing training opportunitiesopportunities

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10. Maintenance & Support10. Maintenance & Support

• Size of support staffSize of support staff

• Hours availableHours available

• Sample support agreementSample support agreement

• Problem reporting & correction processProblem reporting & correction process

• Remote diagnosis and problem solvingRemote diagnosis and problem solving

• Scope of maintenance covered by feeScope of maintenance covered by fee

• Cycles of upgrade – process and frequencyCycles of upgrade – process and frequency

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11. Documentation11. Documentation

• On-line help? Customizable by customer?On-line help? Customizable by customer?

• Printed manual- Last revision?Printed manual- Last revision?

• Data Dictionary Data Dictionary

• Pre-defined Report LibraryPre-defined Report Library

• Data Structure for report writersData Structure for report writers

• Special implementation documentation?Special implementation documentation?

• WizardsWizards

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12 ASP Issues12 ASP Issues

• Application Service Provider (ASP) Scope Application Service Provider (ASP) Scope of Servicesof Services– Risks & Benefits – Real and ImaginedRisks & Benefits – Real and Imagined– Sample ASP agreementSample ASP agreement– Provisions for basic operationProvisions for basic operation– Provisions to support table maintenanceProvisions to support table maintenance– Provisions for enhanced “back office” Provisions for enhanced “back office”

functionsfunctions

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Other important tasks for Corporate Other important tasks for Corporate Capacity Workgroup MembersCapacity Workgroup Members

• Vendor Finalists Conference CallVendor Finalists Conference Call– Dialogue on issues raised by Vendor RFP Dialogue on issues raised by Vendor RFP

response. – Scoring revision as indicated.response. – Scoring revision as indicated.

• 100% Current Customer E-mail survey100% Current Customer E-mail survey• Follow-up calls from surveyFollow-up calls from survey• User Group ContactsUser Group Contacts• New Customer contacts - New Customer contacts - • Current Customer contactsCurrent Customer contacts

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Corporate Capacity Workgroup Corporate Capacity Workgroup Tasks for TodayTasks for Today

• We need to select a spokesperson for this group. (A We need to select a spokesperson for this group. (A back-up person is desirable)back-up person is desirable)

• Workgroup lead will:Workgroup lead will:– Help ensure that workgroup members are getting their needs Help ensure that workgroup members are getting their needs

met. met. – Serve as a spokesperson for the group during contact with Serve as a spokesperson for the group during contact with

vendors.vendors.– Represent workgroup in face-to-face meeting to identify which Represent workgroup in face-to-face meeting to identify which

RFP responders should be selected as finalists to participate in RFP responders should be selected as finalists to participate in the demo process.the demo process.

• June availability worksheets – we need your availability June availability worksheets – we need your availability for June meetings.for June meetings.

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Done for now!Done for now!