Request for Proposals for IT Support Services. for the Ontario Centres of Excellence Inc. (OCE Inc.)

Transcription

1 1. Organization Description Request for Proposals for IT Support Services for the Ontario Centres of Excellence Inc. (OCE Inc.) The Ontario Centres of Excellence Inc. (OCE) is a not-for-profit organization that drives the development of Ontario s economy by helping create new jobs, products, services, technologies and businesses. In partnership with industry, OCE co-invests to commercialize innovation originating in the province s publicly funded colleges, universities and research hospitals. We also support and invest in early-stage projects, where the probability of commercial success and potential total return on innovation are substantial. OCE also supports the development of the next generation of innovators through our entrepreneurship fellowships and programs for students and youth across Ontario. OCE has approximately 120 employees across Ontario, with majority of the workforce based out of the Front St office. Most staff are highly mobile and can work remotely. 2. Statement of Work OCE Inc. is soliciting proposals from interested bidders of outsourced IT services to provide an efficient, robust and economical IT support system to OCE employees in a timely, reliable, proactive and cost-effective manner. OCE also seeks to improve the cloud based tools and services that are currently in place. OCE's primary goals for its IT support are to: Ensure service requests and incidents resolution times are within agreed SLA. Create a standardized operating environment. Promote operational and financial efficiency. Maintain 99% IT infrastructure availability. Champion information security by implementing industry best practice. Enhance existing cloud-based tools and attain integration of cloud-based services. The sections which follow detail the current environment, the scope of services desired and some specific requirements. 3. General Background Most of OCE s IT infrastructure is cloud-based or are in the process of moving to a cloud based solution. OCE currently has a virtual data center through Cogeco Peer 1 which houses the file and exchange servers and domain controller. OCE owns on-premise equipment servers, IaaS-based devices which are Microsoft and Cisco Meraki enabled. Employee laptops have traditionally been refreshed every 3-5 years depending on need or degradation. OCE supports the connectivity of mobile devices, which are owned by the employees. IT support services are currently outsourced to a third-party vendor who provides services such as: network and server support, maintenance, and monitoring; backup and restoration; Deskside support; ServiceDesk; asset management, advice and consultation; third party vendor liaison and management (e.g., ISPs); and implementation of a variety of projects. This contract will come to an end on June 30,2018. OCE also has other services such as a management information system, human resources management system, company website, and CRM. These are all housed and hosted off-site; OCE does not own any of the equipment or software. While there are some items that will need to be managed by a support firm (e.g., domain name management, DNS services, etc.), these services are out of the scope of this RFP. 1

2 4. Current Environment Aside from the main office in Toronto (Front St), OCE also has presence in Mississauga, Ottawa and various locations across Ontario with staff co-located with RICs (Research and Innovation Centres) and universities on a more informal basis. OCE s network equipment is deployed whenever possible to ensure robust connectivity and immediate file share access. OCE's locations are: Toronto (Front Street): there are currently approx. 100 OCE staff and 9 OCE partner desk spaces in this location with maximum capacity of 121 seats. OCE partner internet access is through a segregated wireless LAN residing on OCE s network infrastructure, with the same network providing IP printing capabilities on OCE printers. This location and has a persistent VPN connection to the Cogeco Virtual Data Center. Mississauga (VPN): there are 9 OCE and 8 OCE partner desks this location with maximum capacity of 28 seats. OCE does not provide any IT or telecommunication support to the partner in this location. OCE has Cisco Meraki equipment deployed at this location and has a persistent VPN connection to the Cogeco Virtual Data Center. Waterloo (VPN): OCE subleases a small suite from the Accelerator Centre that currently houses 3 staff with capacity for an additional 1-2. OCE has Cisco Meraki equipment deployed at this location and has a persistent VPN connection to the Cogeco VDC. Hamilton (VPN): OCE has an enclosed space leased with the McMaster Innovation Park which houses 4 staff. OCE has Cisco Meraki equipment deployed at this location and has a persistent VPN connection to the Cogeco VDC. London (VPN): OCE has an enclosed space leased with the Univ. of Western Ontario Innovation Park which houses 3 staff. OCE has Cisco Meraki equipment deployed at this location and has a persistent VPN connection to the Cogeco VDC. Ottawa: OCE subleases 6 office cubicles and 2 enclosed office from the Innovation Centre at Bayview Yards. OCE does NOT have network equipment at this location and users access the shared drives through VPN. Other: A few staff are in office space that is informally provided to OCE. In these locations, there is usually internet connection provided and telephone for some, but no direct connection to OCE's systems. Connection in these locations is via VPN. Staff are highly mobile and the expectation is that staff may move freely between offices without giving up any connectivity to internet, wireless, printers, file share or any other resources. Staff are also equipped to remotely access via VPN on OCE-owned equipment and via a remote desktop session hosting server for non- OCE equipment. Currently, OCE has two on-premise servers a domain controller/print/backup file server at the Front St office and a domain controller at the Mississauga office. OCE has virtual servers for Exchange, File Server, Domain Controller and SAP. Backup of the file server is done by Datto. 2

3 Summary of Existing Server Hardware and Software Purpose Hardware Server Software Purchase Date Location DC/DNS/Fileserver Dell PowerEdge R430 Server 2012 R2 July 2016 Toronto DC/DNS Dell PowerEdge R330 Server 2012 R2 July 2016 Mississauga DC/DNS Virtual Server 2012 R2 Cogeco FileServer Virtual Server 2012 R2 Cogeco Exchange 2010 Virtual Server 2012 R2 Cogeco File Server Backup Datto XL6000 Toronto Summary of Network Switches and Routers Description Hardware Number Location Firewall Cisco Meraki MX84 1 Toronto Head Switch Cisco Meraki MS320 1 Ottawa Stack Switches Cisco Meraki MS320 5 Toronto Wireless Access Points Cisco MR18 4 Toronto Wireless Access Points Cisco MR32 2 Toronto Wireless Access Points Cisco MR33 2 Toronto Wireless Access Points Cisco MR18 1 Hamilton Wireless Access Points Cisco MR18 1 Mississauga Gateway Cisco Meraki Z1 1 Hamilton Gateway Cisco Meraki Z1 1 London Gateway Cisco Meraki MX64 1 Mississauga Gateway Cisco Meraki Z1 1 Waterloo 3

4 ServiceDesk and Deskside Support An onsite Deskside technician, sourced through the current provider, supports all OCE locations. Site visits are on as-needed basis with majority of support work done over the phone or over Skype. The provider provides a backfill should the technician go on extended leave. ServiceDesk support is provided through a shared-services model with the same provider. Tickets are logged either through a contact number or an address which was established when the ServiceDesk concept was introduced 5 years ago. Network and Server support Network and server support is accessed through the current provider s share services model which is responsible for server patch management, change requests, server-side incident management and special projects. OCE has utilized the services of this group for O365 tenant, Intune, Skype for Business configuration as well and Exchange online migration. Coordination with OCE s other IT providers such as Meraki, Microsoft and Cogeco are also included in the responsibilities of this group. Ticket volume The ServiceDesk and Deskside support currently resolves an average of 80 requests and incidents combined per month at an approximate rate of 10% and 90%, respectively. Smartphones and Mobility There are 98 OCE subsidized users running a variety of OS ios, Android and Blackberry. OCE supports the connectivity of mobile devices although the currently policy stipulates that mobile devices are employee owned while OCE pays for the monthly charges. End-user hardware Employees have OCE issued laptops and the current environment comprise of (40%) Dell Latitude, (50%) HP EliteBook and (10%) Lenovo with a preference to standardize all machines to Dell. Each workstation has a docking station, KB and mouse with some users having dual monitors. To facilitate Skype meetings, a USB headset is provided to employees and meeting rooms are equipped with a USB speakerphone. Software / OS OCE is currently on Windows 7 and transitioning to Office 2016 through Office 365. Among the activated tools in O365 are Office 2016, Skype for Business, One Drive and Intune for endpoint protection. OCE servers, both on-prem and virtual uses Windows Server 2012 R2. OCE plans to gradually deploy Windows 10 with a Standardized Operating Environment on all its laptops and will continue to leverage and activate pertinent O365 tools which may include SharePoint deployment which will be treated a stand-alone project. 4

5 Cloud-based services OCE currently utilizes the following cloud-based services: Microsoft Office 365 Zendesk SugarCRM SmartSimple BambooHR PiiQ by Cornerstone Okta Panorama9 Asset management Accelerated Communications Inc - VoIP GoDaddy DNS hosting Datto File server backup Nuvollo SAP server hosting Cogeco Virtual Data Center, MS Exchange, Domain controller, File Server ilobby Visitor Management Printers There four (4) leased Canon MFDs, of which three (3) are at the Front St office and one (1) in Mississauga. Models comprise of the irc-7565i, 5235i and the 3525i. There are some small desktop printers, directly connected to computers, networked printers of varying ages and makes/models. Our current vendor GroupeCT, supports and provides supplies for these devices. Phone OCE uses Polycom VX300 VOIP phones to which basic configuration can be applied through the ACI portal. VoIP service is provided by ACI, which includes location specific DIDs, fax line(s) and a toll-free number. Internet connectivity OCE has independent internet lines from thetoronto, Mississauga, Hamilton, Waterloo and London offices which connect to the Cogeco VDC through persistent end-point VPN. The Toronto office has an asynchronous 1GB fiber connection as primary and a secondary warm spare 1GB coax connection. Employees in other offices have direct internet access and may connect over the VPN to access corporate files. 5

6 Backup Daily backups are performed on the on-premise file server through the on-premise Datto XL6000 which is then backed up to the cloud. Additionally, O365 has a 7- year data retention policy enabled on Exchange online, SharePoint sites, OneDrive accounts, and Groups. Looking forward, OCE will also looking for a viable endpoint backup solution. 5. Requirements 5.1 General Requirements The following base support services will be required: ServiceDesk / Deskside support during the core business hours of 8:30 am to 5:00 pm and occasional afterhours support. Support for onboarding and terminations, Active Directory, account management, password resets, distribution lists, etc. Asset and patch management. Office 365 support Management of Meraki switches and gateways (setup, configuration, monitoring, patching, etc.); Management of on-premise and cloud based servers which include setup, decommission, configuration, monitoring and patching. Ensure backups are completed on schedule and tested semi-annually to ensure data integrity. Ensure anti-virus definitions are kept up-to-date. Ensure all patching and upgrades for laptops (software, operating system, firmware) is kept up-to-date; Warranty, repair, inventory, installation, software setup and management, decommission (e.g., cleaning, prep for sale); Handset fleet management (smartphones) setup (mail, MDM. VOIP phone: setup, configuration/routing, upgrades, monitoring. Required: Please describe your processes and procedures in handling incidents and requests. What are your SLAs? Provide information on tools currently used for patch and asset management. OCE finds that the ServiceDesk is restricted to creating user accounts, and limited off-hours support. Thus, OCE would like to revisit this model and evaluate its fitness for the size of our organization. Please provide an efficient yet effective proposal for Deskside / ServieDesk / On-call support for 120 person organization. Identify challenges that you foresee with the General Requirements. 6

7 5.2 Cloud service enhancements OCE has transitioned from a predominantly on-premise/hardware-owned to cloud based services environment. Cogeco for virtual Microsoft-based servers, Microsoft Office 365, ACI for VOIP, and Cisco Meraki for comprise such services. In Office 365, OCE has leveraged Exchange online, Skype for Business and Office OCE would like to continue the momentum by exploring the other tools within Office 365. Treated as a stand-alone project, OCE is interested in SharePoint online deployment to create a collaboration platform (intranet) for OCE. In creating this platform, OCE also intends to have Single Sign On authentication in place to for other cloud based tools such as Zendesk, SugarCRM, BambooHR, PiiQ (by cornerstone), etc. Note that data residency in Canada is not required if contracts with cloud service providers include clauses regarding look up, to conform with privacy laws, both provincial and federal. The only exception to this is the financial data, which OCE may determine needs to remain resident in Canada including backups. Required: Please indicate the Office 365 deployment capabilities of your organization. Provide examples of requirements, and what tools within O365 have you deployed? Please provide a plan for seamless access between the cloud-based services mentioned earlier. Provide a Sharepoint online implementation plan. 5.3 Standardization OCE intends to observe a Standardized Operating Environment to drive efficiency and minimize system downtime. The focus will be as follows in order of priority: - Desktop imaging and software deployment. Prepare W10 migration. Imaging tool. - Processes documentation and Standard Operating Procedure. Checklists. - Asset and configuration management. - Access Control List. Audit. Required: - Provide a high-level implementation plan on how desktop / project rollouts have been conducted together with tools and observed industry best practice. Based on the list above, provide efficiencies based on lessons learned. IT Governance It is expected that the winning firm will work with OCE to ensure proper policies are in place, regular reporting occurs, issues are raised by either party and discussed on a regular basis, regular meetings and communication occurs, annual reviews are performed, at least annual review of changes in the IT environment occur along with discussions for OCE's IT roadmap, etc. How does the bidder approach and manage communication and governance with their clients? 7

8 Transition to New IT Support Firm If the bidder was to be chosen, a transition plan will need to be implemented to move from OCE's existing service provider. Please provide a description of how you would approach this. What is the time required to transition, what does the bidder require of OCE and the existing service provider? What other changes or requirements are necessary to fully transition? Service Level Agreements and Issue Resolution It is expected that the final contract will contain a SLA that will include response and resolution times which ultimately supports service availability. 6. Bidding Requirements 6.1 Financial Please provide costing for all the areas described in this RFP including the initial transition to a new provider, annual monitoring and maintenance, servicedesk and deskside support, and cloud services enhancements. 6.2 Expertise Please provide background and information on the expertise of your team. What certification, training or standards does the bidder or its staff hold or follow? How do you ensure that your staff remains up-to-date with changes in the IT environment and with new and emerging technologies, software, and techniques? In providing response to this question, please ensure that you specifically address the following areas for description of expertise or training: Cloud computing; Office 365; Microsoft; Telephony/VOIP; Smartphones and bring your own device plans; Disaster recovery and business continuity planning; Network architecture and infrastructure management. 6.3 Conflict of Interest Identify the nature of any potential conflict of interest your firm might have in providing services to OCE. Discuss fully any conflicts of interest, actual or potential, which might arise regarding your firm s involvement with OCE. If your firm believes that a conflict of interest might arise, please describe how such conflict would be resolved. 6.4 References Please provide three client references relating to organizations for whom similar services to those described in this RFP are provided. OCE will only contact these references if the bidder is chosen for the shortlist. 8

9 6.5 Additional Information Please provide any additional Information not requested but considered relevant by the firm that may assist OCE in achieving its primary goals with respect to this RFP. 7. Submission and Review Information 7.1 Length of Contract OCE is seeking a three-year contract starting July 1, Review Criteria The following information will be used in evaluating proposals: responsiveness to the RFP and the completeness of response to the requirements outlined; OCE may allow firms the opportunity to clarify proposals in assuring a full understanding of their responsiveness to the RFP; proposed fees and costs, although OCE is not bound to select the firm which proposes the lowest price and reserves the right to negotiate costs; the extent to which the proposed services and redesign meets OCE's needs; relevant expertise and experience; information obtained from firm s references or other clients; best interests of OCE. Scoring for the evaluation will be broken down as follows: Cost/pricing: 30%; Services and proposed redesign: 40%; Expertise and Experience/Service Levels/Governance: 30%. Please note that all the requested information must be included or the proposal may not be considered in the evaluation. 7.3 Schedule Item Date Due Feb 15, 2018 Shortlist Notification February 28, 2018 Presentations for Shortlisted Firms Feb 28 Mar 2 (firms may be contacted for additional information prior to this time) 9

10 Decision April 4, 2018 Start July 1, Submission and Contact Please provide submission, including any appendices or attachments, in either Word or PDF format (Excel spreadsheets can also be attached for the financials) electronically to: Adrian Alintana All bids will be acknowledged with a return receipt. If you do not receive acknowledgement of your submission, please call at x Questions may be addressed only via to the above address. Responses may or may not be shared with all potential bidders or posted on the OCE website. 10