Request for Proposal

Transcription

1 Request for Proposal FOR INFORMATION TECHNOLOGY MANAGED SERVICES PROVIDER RFP# ISSUED DATE: APRIL 26, 2018 SUBMISSION DATE: MAY 30, 2018 AT 5:00 P.M. ET SCLS IT Managed Services Provider RFP#

2 Table of Contents 1 PURPOSE OF THE REQUEST FOR PROPOSAL (RFP) INTRODUCTION TO SOUTH CAROLINA LEGAL SERVICES (SCLS) OVERVIEW OF CURRENT SCLS TECHNICAL ENVIRONMENT SCOPE OF SERVICES VALUE ADDED SERVICE REQUIREMENTS SELECTION CRITERIA RESPONSE CONTENTS AND FORMAT INFORMATION REQUIREMENTS Corporate Information Proposed Approach and Solution Support Service Levels Financials COMMUNICATIONS AND RESPONSE NOTIFICATION OF INTENT TO RESPOND AND CLARIFICATION QUESTIONS PROPOSAL PROCESS RESPONSE DELIVERY INSTRUCTIONS VENDOR PRESENTATIONS KEY DATES GENERAL TERMS AND CONDITIONS / NO OBLIGATION AGREEMENT OF NON-DISCLOSURE SCLS IT Managed Services Provider RFP#

3 1 Purpose of the Request for Proposal (RFP) South Carolina Legal Services (SCLS) seeks proposals from qualified IT Managed Services providers in response to this Request for Proposal (RFP). The focus of the RFP is to select a single business entity to provide comprehensive, managed infrastructure and network services to SCLS over a period of three (3) years. Following the initial term, there is a possibility to renew the contract for multiple year terms. The overall goal of this RFP is to procure long-term, comprehensive, reliable, timely, proactive IT management and support that will promote the mission of South Carolina Legal Services in serving its clients, partners, stakeholders and the public at large. 2 Introduction to South Carolina Legal Services (SCLS) SCLS is a 501(c) (3) non-profit statewide law firm that provides free legal services in a wide variety of civil (non-criminal) legal matters to eligible low income residents of South Carolina. SCLS is funded by grants from the Legal Services Corporation, the South Carolina Bar Foundation, local United Ways, state court filing fees, and other federal, state and local funding. There are ten (10) offices located around the state, one being our statewide Intake Office. There are currently 107 employees at SCLS (Attachment A - SCLS office locations). The offices and departments must be integrated to the point that communication between them is efficient and effective while being seamless to the end user. For more information about SCLS, please visit our website at: 3 Overview of Current SCLS Technical Environment SCLS Information Technology Department in-house staff consists of an Information Technology Manager, Webmaster/IT Support Specialist and Website Content Coordinator. SCLS current technical environment has been managed and supported by a managed services provider that provides 24/7 hardware (server, desktop/laptop), network, and software support and monitoring, help-desk, back-ups, remote access and on-site support, website maintenance, maintenance and support, inventory control and management (hardware and software), security, and disaster recovery. a. All SCLS offices as connected via a wide area network (WAN) and is configured on an MPLS platform that connects all offices. SCLS infrastructure is powered by a fiber network for voice/data (Attachment B network diagram). Our WAN includes: 200+ devices (including computers, laptops, tablets) 10 Network servers; 10 VM servers; 2 Data Center servers Firewalls, Cisco, Sophos Dell RD1000 Backup systems (5) DATTO Virtual Backup systems (5 & Data Center) Multi-Function Machines (Print/Copy/Scan/Fax) Each office has 10 MB of fiber for voice/data 100 MB of bandwidth in our data center VOIP Phone System Handsets & Headsets Secure 4G LTE Fail over network connection for four (4) office locations (for disaster recovery/business continuity purposes) SCLS IT Managed Services Provider RFP#

4 b. SCLS WAN is protected using a Sophos (UTM) secure gateway application as a firewall for VPN access, intrusion/detection prevention, web browsing, web content filtering, network protection/visibility, anti-spyware, botnet prevention, content management and authentication services. c. Every office has a local file server (Windows Server 2008 or 2012) for network access and a voice mail server. The off-site domain controller (located in a Data Center) manages the local network servers and controls active directory group policies. d. SCLS maintains its critical network servers (Exchange, Parent Domain Controller, Intake Office Redundant/replication server for disaster recovery and a Datto device for backup and virtualization) in an off-site data center. e. All local network servers are connected to the 2013 Exchange server, Parent Domain Controller and Cloud based Barracuda Security. The Parent Domain Controller manages Active Directory, Group Policies, VPN and software automated updates. f. SCLS operates on a three (3) year replacement cycle for its desktops, budget permitting. All SCLS computers have the following software installed: Windows 10 Professional or Windows 7 Professional; Microsoft Office 2013; Webroot Secure Anywhere Anti-Virus Software; Bit Locker Encryption Software; Adobe Reader; Adobe Professional DC and/or PDF Creator; browsers: (Mozilla, Microsoft Edge, Internet Explorer, Chrome, Safari); Secure/internal IP Switch Instant Messaging software; and, ancillary software installations: alimony and child support calculators; Best Case Bankruptcy software; Adobe Photo Shop Creative Suite; and, OCR scanning software. g. Network servers are replaced every six (6) years, budget permitting. h. SCLS uses Legal Server web-based case management system. Legal Sever is hosted and backed up daily at a co-location facility in Chicago, Illinois. Legal Server s platform is built on the Linux OS system. i. SCLS uses Barracuda Essentials Security for filtering. j. Remote Desktop software is used to connect to networked devices statewide. Each office is equipped with secured, encrypted wireless access points (public and private); each office s network maintains multi-function equipment with the ability to copy/print/fax/scan/ . k. In the event of a disaster and for business continuity purposes, SCLS has a mixed environment of physical and virtual servers. l. Outlook Web Access is available to all staff over an encrypted SSL connection. m. All offices are equipped with video conferencing capability for clinics and community legal education events. n. All offices are equipped with Skype accounts and desktop cameras. o. SCLS uses virtual GoToMeetings and GoToWebinar to conduct its substantive law unit meetings, staff trainings and other collaborative meetings. SCLS IT Managed Services Provider RFP#

5 p. Backup Process each office s network server is backed up nightly using either RD1000 hard drive cartridges or virtually using DATTO backup devices. q. SCLS has a premised based VOIP phone system, using Asterisk PBX built on the Linux platform. All 10 offices have VOIP phone systems. Additionally, the statewide Intake Office has a web-based call management system; the call management system also provides web access to all SCLS staff, if necessary, to conduct phone intakes at their desktop directly into the call management system. r. SCLS is currently managing a project to implement SharePoint Online and will migrate to Microsoft Office 365 early s. Ad Hoc solutions: we will maintain the following vendor supported systems and/or services: Our VOIP phone system Our web-based Call Management Software used by our statewide Intake Office Our web-based Case Management system 4 Scope of Services The winning vendor will provide the following information technology services: 24/7 System Monitoring and Response 24/7 Hardware/Operating System Maintenance & Support (server, desktop/laptop) Infrastructure Support Server maintenance and care Firewall Monitoring and Remediation Network and Software Support Application Management Help-desk Back-ups Remote access and on-site support Website maintenance maintenance and support Inventory control and management (hardware and software) Network security, business continuity and disaster recovery. 5 Value Added Service Requirements As part of this RFP, the following services are the current priority items for SCLS: Remote backup Executing a nightly backup plan for the critical servers, including a regularly-tested recovery process. Technology strategy planning Working with current IT staff to develop a long term strategic technology plan. The plan will take advantage of new and existing technologies to produce a pragmatic and effective roadmap that enables the organization to fulfill its overall mandate in the community. Solution design Solution packages (e.g., hardware, software, licensing) and associated consolidation of data. Network and system monitoring 24/7 monitoring of SCLS network and services with proactive communication and escalation protocols based on the severity of any unscheduled outages. SCLS IT Managed Services Provider RFP#

6 Procurement management Selection of commercially rated equipment, order placement, order tracking, shipping, equipment returns, and sourcing and ordering of replacement parts. Move, Add, Change (MAC) Changes to the location or configuration of existing equipment or software, and installation of additional equipment or software. Warranty, break fixes and installation Planned and on-call services, including emergency response to server issues. Technical support Ability to support SCLS inquiries as required, via help desk, including support for remote users. Reporting and communication Ensuring monthly reporting on all purchases, assets, current activities and issues, and project status reports. IT policy review and development Development of customized policies related to the use of technology. Unit evaluation and testing Formal evaluation of new hardware. Implementation planning and guidance Assistance in deployment planning and execution. Image development and management services Assistance in planning and designing standard images. Image loading Prior to delivery and installation. Configuration Full assembly of hardware and software, including testing and burnin. PC deployment Delivery and setup of machines on-site. On-site implementation of business applications Installation of non-image software. Asset inventory management Tagging, tracking, and management of warehousing and inventory. Life cycle management of hardware units Process for end-of-life notification, replacement, and asset decommissioning/disposal. Software licensing control Oversight of automatic renewal of software applications and maintenance of appropriate documentation Warehousing Maintain an inventory of standard stock units available to SCLS. 6 Selection Criteria SCLS will use multiple criteria to select the most appropriate managed services partner. Providers should have significant experience in managing an outsourced IT platform, with a proven record of managing cloud environments (experience with Office 365 and SharePoint Online a plus). Respondents are encouraged to be as aggressive and creative as possible in their proposals. The following list summarizes the major qualitative areas that will be evaluated, along with their overall weighting. Industry expertise and experience Demonstrated customer service quality and support Previous relevant experience Vendor strength and stability Account management Reporting capabilities Financial considerations The RFP will allow SCLS to review proposals and enter into negotiations with the vendor whose proposal is most advantageous to SCLS with price and other factors considered. It is expected that the winning vendor will be able to work effectively with other SCLS vendors (such as proprietary software vendors and internet service providers) to make the IT System a seamless process to the end user. SCLS IT Managed Services Provider RFP#

7 It is also expected that the winning vendor will assist SCLS management with long-term planning to keep systems current and functional in the most cost-effective manner possible. Additionally, the vendor will work with SCLS IT Manager to develop and implement a dayto-day tracking and prioritization system for work order requests from the various offices and departments. 7 Response Contents and Format Please complete all sections of the RFP. If additional material is required for one or more questions, please label attachments clearly and reference them in your response. Your response to this RFP will serve as the basis for the consideration of your potential as a partner. The format as outlined in Section 8 below (Information Requirements), should be followed in order to provide SCLS with a working basis on which to compare one proposal with another. Please put Proposal for IT Managed Services Provider in the subject line. All proposals shall include a statement indicating that the submitter is authorized to offer this proposal by his/her company and may bind the company under contract if selected. 8 Information Requirements For the purposes of understanding more about your company and your ability to successfully fulfill this important SCLS requirement, please provide the information below as part of your response, clearly referencing each specific question. 8.1 Corporate Information 1. Give a brief overview of your company s involvement in providing IT value added services in the marketplace. 2. How long has the company been in this business? 3. In what counties/cities do you maintain offices? 4. Indicate the number of employees in your company. 5. How many of the employees are dedicated to account management and/or technical support? 6. How many are full-time vs. contract? 7. Please describe your relationships and experience with manufacturers and major distribution partners in the local and national technology marketplace. 8. What differentiates your company from your competitors in the marketplace and how will this be relevant to us? 9. Will you subcontract any components of the proposed solution to third party organizations? If so, please describe the components to be subcontracted and provide details of any agreement in place with the subcontracted firm/individuals as well as a summary of past work that you have successfully completed together. 10. Please describe your company s experience in transitioning clients to public or private cloud technology from more traditional IT service models. 11. Please provide details of three current customer accounts that are similar in scope and requirements to those of SCLS. 8.2 Proposed Approach and Solution 1. Please provide a proposed work plan for a migration to your company as a SCLS preferred vendor. Specifically, provide the following information: i. Key activities ii. Timing iii. Information/resource requirements from SCLS SCLS IT Managed Services Provider RFP#

8 iv. Deliverables v. Key milestones, checkpoints, and other decision points 2. If we elect to move forward with your company, what SCLS resources would you require (e.g., information, data, staff resources, communication) during the course of migration and on an ongoing basis? 3. Please identify the team that will be assigned to the account and describe how you plan to interact with us and any third party providers that may provide services to SCLS. 4. Please describe your experience in providing the following value-added services: a. Remote backup b. Technology strategy planning c. Solution design d. Network and system monitoring e. Procurement management f. Move, Add, Change (MAC) g. Warranty, break fixes and installation h. Technical support, including remote user support i. Reporting and communication j. IT policy review and development k. Unit evaluation and testing l. Implementation planning and guidance m. Image development and management services n. Image loading o. Configuration p. PC deployment q. On-site implementation of business applications r. Asset inventory management s. Life cycle management of hardware units t. Software licensing control u. Warehousing 5. Please describe your experience in providing server technology and service for your customers, focusing on planning, implementation, and ongoing support. 6. Can you provide specific examples of how you have worked with customers that began with significant technology limitations and helped to successfully transform them into organizations with well-planned and executed technology strategies? 7. What were the critical success factors in this transformation? 8. How can we be confident that hardware pricing levels will be aggressive and will remain highly competitive over a multi-year period during which new models may be introduced? 8.3 Support 1. Describe fully your technical support options including the assistance request process, escalation process, support hours, response times, staffing levels, staff expertise, and physical location of the help desk. 2. Please provide details on your standard reporting capabilities. 3. Describe any documentation and support (e.g., user manuals, online help, interactive demos, web-based seminars, and online knowledge base) that will be available, both from the technical perspective and the end user perspective. 4. What options are available for user training and technical training that may be required by our staff? SCLS IT Managed Services Provider RFP#

9 5. Describe any user groups, websites, newsletters, conferences, or any other means you support for sharing information and soliciting service feedback. 6. How do you monitor customer satisfaction and quality assurance on an ongoing basis and how SCLS might benefit from this process? 7. SCLS user base varies considerably in its level of technical sophistication. Please describe your experience in successfully supporting users that may be remote and possess limited technical skills. 8.4 Service Levels Describe service levels you will provide to SCLS in the following areas: Describe your work order/trouble ticket system Describe availability of key staff during normal business hours Describe how staff is available 24/7 Provide your guaranteed response time for issues dependent upon severity and time of day Provide your average response time for after hour issues Scheduled down times for routine maintenance How are scheduled down times determined; how communicated? How do you propose that the service level agreement be enforced? Describe your communication strategy for keeping customers informed of system conditions and changes. Describe how you would assist SCLS management strategically plan to insure that SCLS IT system retains its usefulness, viability, compatibility and dependability. Describe your plans for disaster recovery. Describe how your on-site support representative/technician would work and describe any special requirements that would need to be filled by SCLS. Describe how major software upgrades would be applied and what upgrades would require additional fees. 8.5 Financials 1. Describe the pricing model(s) that you typically employ for your standard services. 2. What is the standard markup that you charge on the following types of technology units: a. Desktops b. Laptops c. Servers d. Other hardware e. Software 3. Please indicate the charges associated with each of the following services, including the key driver of each cost and whether it is included in a standard per-unit cost vs. charged on an ad hoc basis. a. Remote backup b. Technology strategy planning c. Solution design d. Network and system monitoring e. Procurement management f. Move, Add, Change (MAC) g. Warranty, break fixes and installation h. Technical support i. Reporting and communication j. IT policy review and development k. Unit evaluation and testing l. Implementation planning and guidance SCLS IT Managed Services Provider RFP#

10 m. Image development and management services n. Image loading o. Configuration p. PC deployment q. On-site implementation of business applications r. Asset inventory management s. Life cycle management of hardware units t. Software licensing control u. Warehousing 4. Do you offer service bundles and if so, describe the effect of this bundling on pricing. 9 Communications and Response Pat Muller, Information Technology Manager, is the designated South Carolina Legal Services representative for this initiative. For any information relative to this RFP, please direct all inquiries to her contact information is as follows: Pat Muller, M.I.S. Information Technology Manager South Carolina Legal Services patmuller@sclegal.org Notification of Intent to Respond and Clarification Questions Please indicate your intention to respond, by , to the above address by the Intent to Respond and Questions Due date outlined in the Key Dates table below. In addition, please provide the contact details of the individual responsible for coordinating your RFP response. Should the bidder note any discrepancy, require clarification or wish to request interpretations of any kind, the bidder shall submit a written request to: Pat Muller, Information Technology Manager, by to: patmuller@sclegal.org. Answers will be provided to all respondents by the Answers Provided date. 11 Proposal Process Each bidder shall carefully examine the RFP and any and all attachments provided with respect to this RFP process. Bidders should familiarize themselves with all proposal requirements prior to submitting their proposal response. 12 Response Delivery Instructions Please submit an electronic copy of your proposal to the address indicated in the Communications and Response section above. All responses must be received on or before close of business (5:00 pm ET) on the Proposals Due date indicated in the Key Dates table below. Proposals received following the deadline will not be considered. 13 Vendor Presentations Our intention is to hold presentations/demonstrations with one or more companies on the Presentations dates indicated in the Key Dates table below. The presentations will be held at South Carolina Legal Services at 2109 Bull Street, Columbia, South Carolina and we will endeavor to provide the successful companies with as much advance notice as possible. If a presentation is requested, the proposed key project staff must be in attendance. SCLS IT Managed Services Provider RFP#

11 14 Key Dates RFP Issued Intent to Respond and Questions Due Answers Provided Proposals Due Presentations Evaluation/Negotiation Event Date April 26, 2018 May 8, 2018 May 11, 2018 May 30, 2018 June 5, 2018 June 6-7, 2018 Time 4:00 PM ET 5:00 PM ET 5:00 PM ET TBD 15 General Terms and Conditions / No Obligation If bidder elects to respond to this RFP, submission of your proposal assumes the acceptance of the following understanding: 1. SCLS reserves the right to reject any or all of the proposals received in response to the RFP, to waive irregularities or to cancel or modify the RFP in any way, and at any time SCLS chooses, in its sole discretion, if SCLS determines that it is in the best interest of SCLS. 2. SCLS further reserves the right to make awards under this RFP without discussion of the proposals received. Proposals should be submitted on the most favorable terms from a technical, qualifications, and price standpoint. 3. Proposals must be signed by an authorized officer of the company. Proposals must also provide name, title, address and telephone number for individuals with authority to negotiate and contractually bind Vendor, and for those who may be contacted for the purpose of clarifying or supporting the information provided in the proposal. 4. SCLS will not be responsible for any expenses incurred by the proposer in conjunction with the preparation or presentation of any proposal with respect to this RFP. 5. The submission of a proposal shall not in any manner oblige South Carolina Legal Services to enter into a contract or to be responsible for the costs incurred by your company in responding to this request. 6. SCLS selection of a Vendor through this RFP is not an offer and SCLS reserves the right to continue negotiations with the selected vendor until the parties reach a mutual agreement. 16 Agreement of Non-Disclosure This document is considered to be proprietary and shall not be disclosed to any other party. It is designed, developed and submitted to potential partners of South Carolina Legal Services solely for the benefit of South Carolina Legal Services. SCLS IT Managed Services Provider RFP#

12 South Carolina Legal Services Network Diagram INTERNET SC Legal Local Area Network Greenville Data Cntr Modem Charleston Primary DC External Facing Firewall Switch Exchange Server Orangeburg Columbia Latis Conway Florence Spartanburg Greenville Rock Hill Greenwood Each Site is on a separate subnet as follows: Data Center XXX Charleston XXX Columbia XXX Conway XXX Florence XXX Spartanburg XXX Greenville XXX Greenwood XXX Latis XXX Orangeburg XXX Rock Hill XXX

13 South Carolina Legal Services Network Diagram SC Legal Site Local Area Networks Modem Switch Datto Backup Devices Network Printers Server (Backup DC) Workstations Wireless Access Points NOTE: The following sites do not have a Datto backup device: Conway XXX Florence XXX Greenwood XXX Orangeburg XXX Rock Hill XXX NOTE: The Columbia site has an additional server that hosts the financial management DB.

14 INFORMATION TECHNOLOGY DEPARTMENT 2109 Bull Street (29201); P.O. Box 1445, Columbia South Carolina Phone: (803) Fax: (803) SCLS Offices Locations and Addresses Charleston 2803 Carner Avenue North Charleston, SC Columbia 2109 Bull Street Columbia, SC Conway 1201 B Creel Street, Wing A-1 Conway, South Carolina Florence 320 South Coit Street Florence, SC Greenville 701 South Main Street Greenville, SC Greenwood 316 W. Cambridge Avenue Greenwood, SC Legal Aid Telephone Intake Services 2109 Bull Street (1 st floor) Columbia, SC Orangeburg 126 Associate Parkway Orangeburg, SC Rock Hill 214 Johnston Street Rock Hill, SC Spartanburg 148 E. Main Street Spartanburg, SC Carrington S.B. Wingard Chairman; Regina Lewis Vice-Chairman; William L. Byrd 2 nd Vice-Chairman; Maridolores Valentin Secretary; Angela DeAnne Rowe Treasurer