District of Port Hardy

Transcription

1 1. INVITATION 1.1 Statement of Request for Proposal The District of Port Hardy (DOPH) is seeking the services of an Information Technology Managed Services Provider (MSP) who will provide a full range of IT support services, including on-site and remote system maintenance, advanced desktop support and troubleshooting, proactive network management, software licensing management, equipment warranty management and assisting in IT asset tracking and resource planning. 1.2 Request for Proposal Documents Copies of the Request for Proposal may be obtained from the District of Port Hardy: Adrian Maas, Director of Finance 7360 Columbia St, PO Box 68 Port Hardy BC V0N 2P0 Phone (ext 225) Fax amaas@porthardy.ca Web-site All inquiries relating to the RFP shall be directed to Adrian Maas, Director of Finance. Submission of Proposals Proponents may submit proposals in hard copy or electronic PDF, in a form that can be easily reproduced. The proposal closing date shall be Friday, May 26, 2017 at 4:00 p.m. local time. It is the Proponent s sole responsibility to ensure that its Proposal is received on time. Submissions received after this date and time will be considered disqualified and will be returned unopened. Proposals will be considered in private after the closing time. Each Proposal shall be submitted to the office of the Director of Finance clearly marked and addressed as follows: DISTRICT OF PORT HARDY Adrian Maas Director of Finance District of Port Hardy PO Box 68 Port Hardy BC V0N 2P0 amaas@porthardy.ca 1

2 1.3 Closing Date and Time RFP Closing Date: May 26, 2017 RFP Closing Time: 4:00 PM (PST) 2. INTRODUCTION & BACKGROUND The District of Port Hardy (DOPH) provides local government services to approximately 4,000 people. Port Hardy as a municipal government operates a wide variety of facilities and functions. There are computers at many locations including municipal hall, civic centre/arena/ swimming pool, public works administration, wharves, water and sewer treatment plants and lift stations. There are also other devices such as printers photocopiers cashiers and receipt printers that may require attention. 2.1 Locations, Staffing and Equipment The DOPH has approximately 25 pc based workstations. Most staff use standard-issued IT equipment (Microsoft Windows PC/Laptop, Monitor(s), desk phone and possibly a smartphone). All staff receive an account on the Exchange server. Some staff are granted access to the Server for backup and emergency maintenance purposes. Water and sewer treatment plants use a SCADA system. We have equipment at all locations; however, the core network services are located at Municipal office. In total there are just under twenty five (25) staff. The DOPH also provides equipment (laptops) and supports 7 elected officials for DOPH related business. The DOPH does not have a dedicated IT department. GIS is employed and the service is contracted to the Comox Valley Regional District. 3. CURRENT TECHNOLOGY CONFIGURATION District of Port Hardy encourages any Proponent to make a site visit to determine to their satisfaction the level of infrastructure to be supported and to clarify any aspect of service level expectations. 3.1 Workstation Details Laptops two of various configurations Desktops most are Lenovo 2

3 Municipal Hall - 9 workstations - one serving as Cash Register, One Laptop with overhead projector, Server, multiple photocopiers, connected printers, independent fax machine. Main financial application provided by Tempest (MAIS). Recreation Department - 4 workstations - one serving as Cash Register. Public Works Department - ThinkCentre business computers and SCADA Towers at each of the water and wastewater treatment plants. 5 desktop PC's and 2 laptops in office. 1 Laptop in shop. Harbour Computer Inventory 4 desktop monitors 5 desktop computer tower drives with varying operating systems - see notes below. *note that the computers running XP are nearing obsolete. ** security computers are under license to Blanchard Security. Seine Office* 1 monitor 1 tower o 1 windows XP* - Nearing obsolete 1 Brother Printer Fisherman's Wharf Office* - runs simply accounting 2 monitors 2 towers o 1 windows XP* - Nearing obsolete o 1 windows 10 o Several parking meters that are connected via wireless or Shaw Security - Under license to Blanchard Security** Fisherman's Wharf Office o 1 monitor 3

4 o 1 tower/drive, OS unknown o 1 external hard drive Seagate o 1 tower, OS Unknown 3.2 Network Connectivity All Internet service is provided by Shaw and or Telus. We have several monitored alarm systems in lift stations connected via Shaw and or LTE/3G cellular. 3.3 Network Subnets and Hardware Port Hardy will require provider to define and document subnets and Hardware. 3.4 Network Servers One Server - Port Hardy will require provider to assess sufficiency of server and storage backup systems 3.5 Other managed IT Devices There may be other devices including HP Office Jet, HP Laser Jets, HP large format printers (for GIS Maps, etc.), Dell printers, Xerox WorkCentre. Fax machines at each office. Approximately twenty-five (25) Apple and Android smartphone devices. A Nortel Networks phone system, the system offers voic Applications and Essential IT Services Microsoft Windows 7 Server Microsoft Small Business solution. Outlook 2007 and Office 2007 GIS hosted and accessed via internet. Fire Pro 2 for emergency services MAIS financial software The DOPH public/intranet website is hosted but managed in house and utilizes WordPress 4

5 4. SCOPE OF WORK The DOPH is seeking the services of an Information Technology Managed Services Provider (MSP) who will provide a full range of IT support services, including on-site and remote system maintenance, advanced desktop support and troubleshooting, proactive network management, software licensing management, equipment warranty management and assisting in IT asset tracking and resource planning. The DOPH may rely heavily on the Proponent, from time to time, to provide input planning, establishing, implementing and maintaining the network infrastructure, applications and hardware. In your RFP response, please outline your experience and proposed delivery model with regards to the delivery of the services listed below. The primary deliverable for this RFP is a support contract that will provide the following, but not limited to: 4.1 Network Monitoring and Optimization Management Monitor and report on the availability, performance, security and health of the hardware and software components of the network. Utilizing 24-hour / 7 days per week (24/7) electronic alerts to monitor the systems, any detected issues must be resolved in a proactive manner to avoid or minimize network downtime. Optimize network traffic flow for the District s business needs. Management and removal of log files and temp files on servers. Server system updates, firmware updates, patching, and version control. Daily data back-up (and testing/verification of those backups). Ensuring that critical applications used at the DOPH are operating within normal parameters. 4.2 Network Design, Installation and Support Proponents should indicate their ability to manage the following if and as required: Manage local and remote servers, SANs, VM hosts, routers, switches, firewalls and other physical network devices. Implementation and maintenance of a documented network map. Working with the IT Manager as needed for execution of IT equipment upgrade plan, including purchasing and installation. Remote and onsite technical support. Documented support process maps for staff orientation and efficient processing. Print driver installation and management. VPN subnet management, set-up and client support. 5

6 Liaise with other software and hardware vendors to ensure interoperability between key systems. The Proponent must ensure physical requirements of the network are optimized for application performance. 4.3 Helpdesk The Proponent must identify with clarity how helpdesk style support will be managed / conducted which should address the following potential issues: Telephone/ support / team viewer. Coverage will include, but not limited to: o All incoming calls and automatically redirected to Proponent s helpdesk; o Ticket management / documented tiered escalation process; o Hardware and software troubleshooting; o Connectivity issues at the desktop level; o Software installation; o User account creation/management; o Network folder permissions; o New PC/laptop setup and installed; o Mailbox administration; o Phone issues and assistance; o Smartphone (iphone/android) setup assistance; o Printer installations, maintenance and support; o Fax machine support; o Update documentation as required; o Computer moves, upgrades and other requests; 4.4 PC Management Provide advice, plan and assist with major desktop OS rollouts. Provide input and assistance into software licensing. 4.5 Network Security Manage firewall policies including scheduled and ad hoc firmware updates. Install and manage anti-virus and anti-spyware software. Manage spam filtering, user authentication, and file security software/hardware. Manage and maintain VPN connectivity. Assist the DOPH in developing, reviewing and updating IT security policies on a scheduled and ad hoc basis. Implement open source or commercial IDS tools as required by the DOPH. Undertake security compliance audits annually and as required by the DOPH. Maintenance of all network passwords and pass codes. 6

7 4.6 Disaster Recovery and Redundancy Management Regular and scheduled maintenance and testing of UPS devices, including monitoring battery life via remote access card. Ensure continuity of internet connectivity. Provide off-site data backup services. Manage server backups and necessary hardware for disaster recovery. Utilize server virtualization (currently utilizing VMware) for service recovery. Document and update disaster recovery and redundancy processes. Regular backup image testing to ensure integrity of the backup process. 4.7 IT Asset Lifecycle Management Track hardware and software model, version, serial numbers, licensing model, end-user use, end-of-life, warranty, maintenance costs, etc. Assist and provide advice to DOPH during annual hardware/software renewal planning (annually). 4.8 Service Level Requirements The Proponent will monitor the DOPH servers, network infrastructure and other key local and cloud-based services on a 24-hour / 7 days per week basis and will notify the District of Port Hardy immediately of arising issues. Proponents must specify response times for: Emergency service (e.g. Complete Service Interruption) on-site response. Non-emergency (e.g. Service Degradation, Information Request or Minor Service Degradation). 4.9 Helpdesk Support and Backup The Proponent shall operate a helpdesk during regular business hours (8:30 AM to 4:30 PM PST), which will provide the DOPH with IT support. The Proponent will provide full helpdesk support to the DOPH staff during periods when DOPH staff are unavailable to resolve issues locally. The Proponent will also provide a cost schedule for after-hours service, to provide technical support in exceptional circumstance. 7

8 4.10 Application vendor liaison The Proponent may be asked to act on behalf of DOPH for vendor liaison of software applications, anti-virus, anti-spyware and other general desktop or server applications. For certain applications, specific to the DOPH s business operation, DOPH will be the primary liaison. That being said, the Proponent is expected to work with DOPH staff and the providers of these business applications to ensure physical requirements of the network are optimized for application performance Backup and Spare Equipment It is expected that the Proponent stock critical spare network, server and desktop equipment that can be used, as a temporary measure, in the event of a major component failure while waiting for replacement components. Examples include managed switches, hard disks, servers, laptops, NAS devices, Wireless APs, etc Documentation Proponent will maintain inventory of all IT assets, document change and updates and provide it to the DOPH senior staff at least annually. Proponent should track the assets purchase/installation dates, serial numbers, warranty expiry, firmware versions, installed applications (paid and freeware), IP information, configurations, passwords, key contacts, etc. Such information will be made available to DOPH senior staff on request and at contract end Issue Management/Alerts/Notifications Requires a system that provides management with real-time alerts and notification of critical and non-critical issues that are encountered Reporting Daily DOPH staff will require access to the Proponent s ticketing system to track all tickets, whether they are resolved internally or by the Proponent Monthly Reporting Incident (ticket) summary reports. The DOPH will require reporting on all open and closed ticketed items, whether through remote access to your ticket 8

9 management system or reports accessible via the web or ed directly to the Senior Staff. Activities performed related to DOPH s IT network during the month, including actual time spent by resource and charge out rate by resource (if applicable). Amount of travel time billed (if any) to DOPH Number and description of service calls taken and average response times to respond to and resolve call requests/issues Detailed accounting of issues requiring escalation, including reporter, description, action taken and timeline for resolution Breakdown by location of staff reporting the issue. Statistics and commentary detailing the health and performance of the network (e.g. available disk space, network speed, CPU utilization, slow switches, etc.). List of upcoming work required/recommended (e.g. expiring licenses, new drivers to be installed, etc.) Quarterly Meetings Network health review, outstanding issues, capacity and strategic IT planning sessions that may include data backup, firewall changes, storage array configuration, desktop management, application deployments and server and network hardware. These meetings ideally will take place in-person, but exceptions will be made for a conference phone call with Proponent Contract Term The DOPH will contract with the selected provider for 12-months with option for renewal for a second 12-month (1 year) term upon satisfactory performance against established deliverables and performance. 5. GENERAL REQUIREMENTS 5.1 Review and Interpretation of proposals Each Proponent will be solely responsible for examining all the RFP documents, including any Addenda and issues during the RFP period and for independently informing itself with respect to any and all information contained therein, and any and all conditions that may in any way affect the Proposal, before the Proposal is submitted. Each Proponent will review all RFP documents and will promptly report and request clarification of any discrepancy, deficiency, ambiguity, error, inconsistency or omission contained therein. Any such request must be submitted to the District s Representative in writing, electronically or otherwise, no later than 2:00 PM, five (5) days before the closing date. 9

10 Where such requests result in a change or a clarification to the requirements of the RFP, the District will prepare and issue an Addendum to this RFP. 5.2 Addenda Written addenda issued by DOPH will be the only means of varying, clarifying or otherwise changing any of the information contained in this RFP. The DOPH reserves the right to issue Addenda up to the RFP closing date and time. The date set for submitting Proposals may be changed if, in the DOPH opinion, more time is necessary to enable Proponents to revise their Proposals. Addenda will state any changes to the RFP closing date and time. 5.3 Preparation of Proposals All Proponents shall be solely responsible for all costs incurred in the preparation of proposals in response to this RFP. The DOPH shall not be held accountable for any such costs, however incurred. The Proposal submitted by each Proponent will be signed by an Authorized Representative of the Proponent. Every Proposal must include a full breakdown of all fees proposed and the basis which the proposed fees is based on. 5.4 Indemnity The Proponent must indemnify, release and save harmless the DOPH from and against all claims, losses, damages, costs, expenses (including legal fees and disbursements) but excepting those situations where the Proponent s Commercial General Liability Insurance policy (as described below) will respond to a claim on behalf of the DOPH (as additional insured), liabilities, actions and proceedings, suffered, made, incurred, sustained, brought, prosecuted, threatened to be brought or prosecuted, in any manner based upon, occasioned by or attributable to any personal injury or death, damage to or loss of property, or other loss or damage of any kind, (including economic loss), caused by a willful or negligent act or omission, or other actionable wrong, by the Proponent, its employees, contractors or agents in performing the work or connected with any breach of the Contract by the Proponent. The Proponent s liability to indemnify or reimburse the DOPH under this section does not limit or affect any other rights or remedies the DOPH may have against the Proponent in respect of the Proponent s performance or breach of the Contract. This indemnity survives the Term. 10

11 The Proponent s liability with respect to any claims arising out the Contract shall be absolutely limited to direct damages arising out of the Work, and the Proponent shall bear no liability whatsoever for any consequential loss, injury or damage incurred by the DOPH, including but not limited to claims for loss of profits and loss of market value. In consideration of the provision of the Work by the Proponent to the DOPH under the Contract, the DOPH agrees that any and all claims in tort which the DOPH has or hereafter may have, shall be absolutely limited to the amount of insurance required to be maintained by the Proponent under the Contract at the time of the loss or damage. 5.5 Insurance & WCB At its expense, the Proponent shall obtain and continuously hold for the term of the Contract, insurance coverage, the policy shall include the DOPH as an Additional Insured. The minimum limits of not less than those stated below: a) Commercial General Liability not less than $2,000,000 per occurrence b) Vehicle Third Party Liability not less than $2,000,000 per occurrence c) Error & Omissions Insurance - not less than $500,000 per occurrence Evidence of insurance must be provided to the DOPH prior to the start of any work. The Proponent must comply with all applicable laws and bylaws within the jurisdiction of the work. The Proponent must further comply with all conditions and safety regulations of WorkSafe BC (the Workers Compensation Act of British Columbia) and must be in good standing during the term of any Contract entered into from this process. 5.6 Incomplete Proposals The DOPH expressly reserves the right to reject or accept any Proposal whether or not completed properly and whether or not it contains all required information. Without prejudice to this right, the DOPH may request clarification where, in the opinion of the DOPH, the Proponent s intent is unclear. 5.7 Withdrawal Proposals may be withdrawn by written notice provided such notice of withdrawal is received prior to the closing date and time. 11

12 5.8 Acceptance of Proposals & Contract Each Proposal will be valid for a period of sixty (60) days from the closing date and time for receipt of Proposals. The District reserves the right to reject any or all parts of the Proposal and to waive any minor informality or irregularity in proposals without any obligation or any reimbursement to the Proponents. The DOPH also has the right to accept the proposal that is deemed most advantageous to the District. The DOPH reserves the right to award this Proposal in whole or part and at the sole discretion not to award at all. By submission of a proposal, the Proponent agrees that should its proposal be successful the Proponent will enter into a Contract with the District of Port Hardy. This complete Request For Proposal form, terms, conditions, instructions, specifications and any attachments will become part of a Contract entered into between the successful Proponent and the DOPH. Proponents must demonstrate in their Proposal that they have a clear understanding of the RFP requirements. Proponents need to articulate their proposals, intentions and expectations indicating how they will fulfill the requirements of the RFP and what services they will provide. Proposals must include the names, positions, and qualifications of staff members and any other resource staff pertinent to this proposal. 5.9 Conflict of Interest At no time during the Proposal stage, evaluation stage, after award, or during the preparation of the Scope of Work shall a DOPH Council Member or appointed Authority, Committees or Commissions be in any way connected or related to the Proponent. Proponents are to include, with their initial Proposal, and at any subsequent time where requested to do so by the DOPH, full details of any employee, person, firm or corporation that could be considered at conflict with the DOPH Freedom of Information and Protection of Privacy Proponents are advised that parts or all of their Proposals may be subject to the provisions of British Columbia s Freedom of Information and Protection of Privacy Act. Proponents who wish to ensure that particular parts of their proposal are protected from disclosure under this Act should specifically identify any information or records provided with their Proposals that constitute trade secrets, that are supplied in confidence and the release of which could significantly harm their competitive position. Proponents are responsible to review the Freedom of Information and Protection of Privacy Act for further information. 12

13 5.11 Proponent s Responsibility It is the responsibility of the Proponent to ensure that the terms of reference contained herein are fully understood and to obtain any further information required for this proposal call, at their own initiative. The DOPH reserves the Right to share, with all Proponents, all questions and answers related to this proposal call Ownership of Documents All documents and materials submitted in response to this RFP shall become the property of the DOPH Intent to Submit Proposal All Proponents are asked to complete the form attached as Appendix A, as a means of providing contact information for receipt of Addenda or other information pertaining to this RFP. This form should be returned to the DOPH no later than three (3) working days following receipt of the RFP by the proponent. Failure to return this form may result in Proponents not receiving important information about this RFP. 6. FORMAT OF PROPOSALS Proponents should structure their proposals to provide, at a minimum, the necessary information as outlined in the above referenced sections and the following information: 6.1 Company Overview The proposal shall provide a general overview of the company, its structure, size and capability to perform the work required. This section should specifically highlight recent and relevant experience that demonstrates the company s suitability to undertake the scope of work. A minimum of three references relating to relevant project experience shall be provided, including contact names and details. 6.2 Project Team & Experience The proposal shall clearly identify the proposed team members that will perform the work, and indicate the level of involvement of each team member in the proposed work. This section should address team structure and organization, and also demonstrate how the team members identified have the requisite experience to perform the work. Resumes of all team members should be included in the proposal. 13

14 6.3 Project Information Maintenance, Support, and Monitoring Services 1. Detailed description of maintenance, support, and monitoring services for a 12-month term, including standard business hours and after-hour support models. 2. Detailed cost of maintenance, support, and monitoring services, including itemized monitoring fees. This should be able to be summarized into a monthly estimated service cost. 3. Define your levels of support (e.g. Level 1 issues, Level 2 issues and Level 3 issues) 4. Detail your response times for both action and resolution of issues at each level. If you have service guarantees, please also document the guaranteed times 5. Describe the system you use to triage and track issues for your clients 6. Hourly rates for all personnel that may provide service. 7. Travel rates 8. If you operate from more than one location, please detail any shared services and how they are delivered Proponent Experience a) Describe what you would need from the client in terms of resources and support in order to undertake the scope of work in this RFP. b) Describe your prior experience in providing comparable services for other municipal organizations or similar institutions. c) Outline the key attributes that distinguish your organization from the competition. d) Describe your approach to establishing and managing client relationships. e) Explain your ability to respond to changing client needs. f) Discuss your experience in working for a client with multiple IT service vendors. Describe how the exchange of information between parties was facilitated. g) Outline of key accomplishments and /or industry awards. h) Outline any expertise your organization may have with regards to video conferencing/streaming (e.g. Polycom, Cisco, Skype-for-Business/Formerly Lync). i) Outline any expertise your organization may have with Office 365 rollouts. j) Outline any expertise your organization may have rolling out Microsoft Windows 10. k) Outline any expertise your organization may have with VSAN (virtual SAN) or NAS in a production virtualized server environment. l) Describe how you maintain records and documentation of client s IT systems. m) Provide a sample of a standard monthly report to provide to existing clients, in reference to the requirements set out in the Reporting section of this RFP. n) Provide the names and contact information of a minimum of three (3) client references for services similar to those outlined in this RFP. 14

15 The Proponent shall clearly describe in detail all elements of the proposal, taking into account all requirements of the RFP. This section should address the work effort and team member participation and role in delivering the work. The proposal may also identify any potential options, or changes to the outlined approach that could be advantageous to the DOPH. Any such optional work should be identified specifically, or outlined in a separate section. 7. PROPOSAL EVALUATION AND SELECTION CRITERIA The DOPH reserves the right to accept or reject any or all of the Proposal. Proposals will be generally evaluated based upon the following selection criteria: Company and Project Team Qualifications 30 Presentation of Services 40 Technical and management experience, capacity and skills of Proponent and other team members Quality of Proponent work, based on recent and relevant project experience on similar assignments, demonstrating suitability to undertake work Minimum 3 references relating to project experience, including contact name and project details; past performance appraisals if available Demonstrated understanding of requirements Clarity and completeness of submission Addressing work effort and team member participation and role in delivering work Identify any potential options or changes to outlined requirements that could be advantageous to the District Fees 30 Costing of each major Part and key Task to complete the Project Lowest bid will not necessarily be accepted Maximum Total Score = 100 Fee Score point formula: Score = (lowest qualified* fee/ Proponent proposed fee) X 30 * Lowest Qualified fee is defined as the lowest fee for the services proposed by a qualified/capable Proponent. The District reserves the right to be the sole judge of a qualified Proponent. THIS IS THE END OF THE MAIN DOCUMENT THERE IS 1 APPENDIX WHICH FOLLOWS 15

16 APPENDIX A INTENT TO SUBMIT PROPOSAL Please complete this form and return immediately to: Adrian Maas, Director of Finance 7360 Columbia St, PO Box 68 Port Hardy BC V0N 2P0 Phone (ext 225) Fax amaas@porthardy.ca Failure to return this form may result in no further communication regarding this Request for Proposal. Company Name: Address: Contact: Telephone: Fax: I have received a copy of the above noted Request for Proposal. Yes, I will be responding to this Request for Proposal. No, I will not be responding to this Request for Proposal. I understand that if I do not submit a response, this will not affect our Company s status as a potential supplier in the future. I also understand that if I do not return this form our company may not receive any further notices with regard to this Request for Proposal. Name: Title: Signature: Date: 16