Process Mining and Process Intelligence

This Request for Information (RFI), issued by the New York City Housing Authority (NYCHA), seeks responses from qualified firms (Respondents) interested in providing a no-cost Proof of Concept (POC) for process mining and process intelligence software to give NYCHA end-to-end, evidence-based visibility into complex business processes that span multiple information systems. Based on the responses to this RFI, NYCHA may offer one or more Respondents the opportunity to participate in a demonstration project to show the effectiveness of their proposed solution. This document is not a solicitation. NYCHA will not award a contract based on the responses to the RFI. Background The New York City Housing Authority (NYCHA) is committed to increasing opportunities for low- and moderate-income New Yorkers by providing safe, affordable housing and facilitating access to social and community services. Hundreds of thousands of New Yorkers reside in NYCHA public housing developments across the five boroughs, and NYCHA administers the largest Section 8 Housing Choice Voucher program in the country through its Leased Housing Department, serving approximately 235,000 tenants and more than 30,000 participating private landlords. To fulfill its mission and better serve residents while modernizing its technology portfolio, NYCHA is evaluating process mining and process intelligence tools that reconstruct and analyze business processes from the event and transaction data recorded in its systems, in order to identify bottlenecks, measure cycle and dwell times, monitor process health, and support data-driven process improvement. Scope NYCHA is seeking vendors to provide a Proof of Concept for process mining and process intelligence software. The primary use case for the POC is NYCHAs annual recertification process, in which households annually verify income and household composition to maintain eligibility and calculate rent. The recertification process spans multiple systems and intake channels, including: Case management in Oracle Siebel CRM; Document intake through three channels: electronic upload via NYCHAs Self-Service Portal, mail, and walk-in submission at NYCHA offices; Document imaging and content management (Oracle UCM/WebCenter); Legacy midrange applications (IBM i / AS400); and Notice generation and case status automation within the case management platform. The objective of the POC is to demonstrate the vendors ability to construct an end-to-end process view across these systems, including case and document status transitions, dwell time by process stage, identification of stalled cases and documents, conformance of actual process flows to the intended process, and near real-time operational dashboards for business users. NYCHA may, at its discretion, identify a secondary use case of similar scope during the POC. Any POC will be provided at no cost to NYCHA, under NYCHAs standard proof of concept agreement, non-disclosure agreement, and insurance requirements. NYCHA anticipates a POC period of approximately three (3) months, covering installation and configuration, data connection and analysis, evaluation, and uninstallation and data cleanup. NYCHA expects to use masked or de-identified data wherever feasible; Respondents should describe their approach to data minimization, data protection, and data residency, including any restrictions on processing data outside the continental United States. The Role of this RFI and Points of Interest to NYCHA This RFI will be the mechanism by which NYCHA can gauge available process mining and process intelligence solutions. NYCHAs interaction with interested parties will be iterative and may include some or all of the following: written responses to this RFI, follow-up interviews, product demonstrations, and/or meetings. The RFI is intended to focus on: Improving NYCHAs understanding of the process mining and process intelligence solutions and services currently on the market; and Evaluating the technological opportunities and challenges each solution presents for cross-system process visibility in NYCHAs environment. RFI Response  Questions and Response Guidelines for Respondents Respondents are encouraged to provide a detailed description of their process mining and process intelligence solution, a proposed implementation plan and estimated timeline for the POC, relevant case studies, references from previous implementations (public sector, public housing authority, or NYC agency experience preferred), and responses to the following questions: What capabilities does your solution currently provide (process discovery, conformance checking, dwell-time and bottleneck analysis, operational dashboards, alerting, task routing, automation)? What additional functionality is on your product roadmap? Describe your experience extracting event data from Oracle Siebel CRM, Oracle databases, document/content management platforms, and IBM i (AS400) systems. Identify reference cu