IT Specialist services Invitation to Tender to Siobhan Davies Dance September 2018

Transcription

1 IT Specialist services Invitation to Tender to Siobhan Davies Dance September 2018 Page 1

2 1 Introduction About the Company IT Tender Process Expectations within the tender How to send your tender Existing IT systems and support IT Support contract requirements IT Infrastructure requirements IT Overview Telephony Overview IT Inventory Page 2

3 1 Introduction This document aims to provide an introduction to enable the creation of a tender for IT services. A site visit and meeting with team members will be essential to see our set-up and current practices to be able to provide an accurate appraisal of current systems whilst at the same time quoting for a provision of on-going support for IT infrastructure. The current and future scope of IT needs of the Company are outlined in this document which will assist in designing and implementing resilient IT systems with a business critical tailored SLA including at times for staff working remotely. 1.1 About the Company Siobhan Davies Dance is an artist-led, international contemporary arts organisation, unique in the UK cultural landscape. We work with and support artists to further the art of choreography by commissioning across disciplines to create and present exceptional live performance and film works; by maintaining our Studios as an inspiring creative space for artists and a place where audiences can enjoy performance, curated exhibitions, talks and classes; and by sharing our unique approach to making movement with teachers, young artists and children - using choreography to support reactive teaching and learning. Founded and led since 1988 by pioneering choreographer Siobhan Davies CBE, Siobhan Davies Dance has evolved over the years from a national and international touring dance company into an investigative contemporary arts organisation. Siobhan Davies curiosity drives the creation of collaborative new works that introduce choreography to, and reveal movement in, other art forms. These new works are central to our programme and provide a starting point for the extended activities of the organisation. Our programme also includes learning and participation projects, which develop our work into accessible creative learning programmes for education and the community. Placing choreography at the heart of exchanges between teachers, youth leaders and the wider public, this extensive programme offers alternative ways of experiencing dance to a broad range of audiences. By applying our artistic processes to the design of our participation projects we are able to introduce non-dance professionals directly to our dance artists practice. Siobhan Davies Studios opened in 2006 and were the realisation of Siobhan Davies long-standing goal of establishing a permanent base for the organisation and for independent dance artists. The Studios are a vibrant arts space in central London, filled with dance, film and visual art through a regular programme of exhibitions, performances, classes and new commissions from contemporary artists. Page 3

4 2 IT Tender Process This Tender process requires a site visit to Siobhan Davies Studios, our premises and offices, as well as a meeting with the General Manager to discuss Siobhan Davies Dance s needs further to this document. This site visit and meeting are to be arranged before Friday 5 October To arrange a site visit and meeting with Andrea Keogh (General Manager) and Matt Hudson (Studios & Events Coordinator), please contact Sophie Cleak (Administrator, sophiec@siobhandavies.com ) The deadline for tenders is 5pm on Monday 8 October Please provide a list of organisations that currently have a support contract with your company so that we may contact them to provide a reference for the standard of quality of your IT service. We will aim to appoint the IT Specialist based on the tender document and references within 7 days of the deadline. It is envisaged that the contract with the appointed IT Specialist will commence on the 3 December This is to allow for sufficient notice and any required handover of services to avoid business interruption. The support contract will be reviewed in April 2019 to ensure that the new relationship is fit for purpose; a break clause will be expected in the contract. 2.1 Expectations within the tender The information and processes in this document are indicative. The contract will be awarded to the most economically advantageous tender overall based on an assessment of price, quality, delivery, technical ability, relevant experience and stated ability to meet requirements satisfactorily. Companies wishing to be considered should indicate relevant experience in providing like support, the extent of the support service that will be available, and the key staff who would be involved in the delivery of the service. This document outlines minimum expectations for a support contract, and a full breakdown of costs should be provided. Maintenance and support fees should be set with clear additional costs noted, and these are agreed to be reviewed annually. This document also outlines some of the organisation s identified needs in terms of improving the IT services and infrastructure. This is a guideline, and we would look to our IT Specialist to provide strategic guidance to support us, bearing in mind that we are a charity and have limited resources. The IT Specialist is to undertake a broad view IT appraisal of their current systems to confirm and/or add to the information in this report. The appraisal will give a baseline understanding of immediate, medium and long term goals. Page 4

5 The role of the IT Specialist is to: understand the current setup, prepare and implement a seamless migration away from the current setup (towards cloud-based systems), manage and support existing storage and backup infrastructure suggest relevant upgrades introduce resilience to grow the IT infrastructure Tender proposals should answer the following questions to convey the level of commitment to sustainability: Do you have an Environmental Policy? What actions have you taken to reduce your impact on the environment? Do you have an Environmental Manager? The appointed IT Specialist will work with the General Manager to form a cohesive IT Strategy for Siobhan Davies Dance. The strategy will include planning for the introduction of new products, software, hardware, and services that will enhance Siobhan Davies Dance s digital infrastructure. The General Manager leads on the IT services for Siobhan Davies Dance, supported by the Studios & Events Coordinator and Administrator. 2.2 How to send your tender ed proposals should be submitted in an attachment with Tender for Siobhan Davies Dance IT services as the subject to Sophie Cleak (Administrator, sophiec@siobhandavies.com). Posted proposals should be sent in an envelope clearly marked with the following: Tender for IT services Sophie Cleak, Administrator Siobhan Davies Studios 85 St Georges Road London SE1 6ER Page 5

6 3 Existing IT systems and support There is an IT support contract in place that is on a rolling monthly contract. This support is primarily off-site (phone and support) with occasional site visits to set up hardware. Currently the hardware is in decent condition: Server has 2 years of an extended warranty left PCs are replaced on a rolling basis according to age Printer is maintained by Smart Office, and there is a single desktop printer used for Reception One laptop used in the Studios mainly We do not provide mobile phones, tablets or laptops to specific staff. Many staff use their own devices for remote working. Office and other key applications are installed on pcs, with licences obtained through tt-exchange with charitable discount. These include: Office 2007/2010 on desktops and laptop QuickBooks Artifax (awaiting funding decision to upgrade to ArtifaxEvent) Adobe CreativeCloud Anti-Virus - Symantec Endpoint Protection 14.1 Our public wifi s line rental is through our Telephony company, Southern Communications, and the fibre broadband is supplied by Zen Internet. Our private internet, for both the line rental and the fibre broadband, is supplied by Southern Communications. Southern Communications supplies a managed Cisco router for our EoFTTC service with an SLA of 1 hour response and 7 hour fix for a total loss of service. Our database for managing customer details is a bespoke Access database (we call it Ginger) created by Brigit Graham. We also use Access to manage our till to take payments at Reception, although we have recently started working with an izettle as well. Other third-party systems include the website CMS, and web-based services for audience surveys (AudienceFinder), ticketing (EventBrite) and payment processing (PayPal). Page 6

7 4 IT Support contract requirements To Provide: Telephone support for minor problems relating to the computer systems Remote access support for minor problems relating to the computer systems On-site service for escalated faults relating to the computer systems Clear SLA for variety of scaled priority issues included within costs Clear costs schedule for additional works Annual or more frequent service review with a dedicated Account Manager As a maintenance client we expect to receive the following services: Labour included in contract price (bar listed exclusions) Major points of failure responded to within agreed SLA Minor problems responded to within agreed SLA On-going support for Office365 including a backup solution Server backup, software schedule and media checked Update anti-virus, anti-spam, anti-spyware and anti-malware software definitions and scans completed Update service packs, firmware or hot fixes Support for computer hardware, listed software, operational problems Support for third-party hardware specified including liaison with suppliers (i.e. photocopier) Support to set up new users and manage Active Directory Unlimited Support Unlimited telephone support Out of hours emergency support Scheduled on-site maintenance visits relating to the computer systems to maintain the following: Checking of all hardware maintained Set-up of any new hardware as scheduled Any issues that are not resolvable remotely To provide a consultancy and advisory service On site calls to discuss customer needs On site calls to consult with other companies or representatives On-going strategic guidance and advisory service for key staff To provide disaster and/or failure recovery service On-going planning for disaster recovery procedures Updated documentation of network deployment configurations, including network server configuration, Internet and configuration, password and users etc On site response callout for major systems failure covering repair time (excluding parts) Page 7

8 5 IT Infrastructure requirements 5.1 IT Overview The needs of the business have changed over the past few years, and with increased remote working being requested by staff we have decided to reassess our IT infrastructure and needs. We are now at the point of looking to move our systems into the cloud as we have 2 years left on our current server warrantee. We require very little on-site support; primarily working with current IT support remotely. Having conducted a ways of working review with our team, we have identified Office365 as a preferred solution for the future. We can access charity discounting for this, and would like to migrate to this asap. Along with the migration/set-up of Office365 (with a combination of Office 365 Nonprofit E1 and Office 365 Nonprofit E3 users; we would like to look at options to work with Sharepoint to create an intranet for our team. This solution will support remote working, and the two levels of user will enable us to add temporary users to support short term project working. Interested in ensuring roaming profiles and remote working are facilitated as we move to a more flexible working environment. In migrating away from the server, support the company to manage media storage (for website and archive). Liaising with website providers (Polimekanos) and archive (Coventry University) if required. Finance is run through QuickBooks, and we are interested in looking a cloud-based working. Advice in upgrading payment systems is urgently required (currently working with PDQ, izettle and lacking online solution). We are in the process of fundraising to upgrade to ArtifaxEvent, and when this is successful we would need support in ensuring a smooth transition working with Artifax; and to look at integration with other systems. Assessment of internet requirements for the office, to support Office365, and for a backup line which can also be used for public wifi in our Studios; there is a new line for the telephony detailed later in this document. Where needed network hardware e.g. computers, servers, network switches and Wi-Fi access points shall be procured by the IT Specialist in consultation with the client to ensure suitability and compatibility with existing IT infrastructure. Options should be provided with clear comparisons. The office currently supports 16 pcs and 1 laptop. As some team members are part-time or casual, we will need to be able to support hot-desking and remote working. In total we currently have approx. 20 individuals who would require user accounts as staff on company devices and a further 10 users who are project-based, and work working from their own devices (this will fluctuate). Page 8

9 5.2 Telephony Overview We are in the process of implementing a new telephony system supported by Southern Communications. They have successfully quoted to shift us to a NEC Univerge SV9100 VoIP Hybrid Telephone System: Hardware Configuration 1 x NEC SV9100 System (19 Rackmount) 1 x IP Resource Card Device/Software Specifications 1 x DT Key Receptionist Handset 20 x DT Key Workstation Handset 20 x InMail Voic User Licenses 6 x SIP Trunk Licenses 1 x MyCalls Desktop Lite Site License 4 x Mobile Extension License 1 x PC Pro in-house system administration 1 x InGuard Anti-fraud Security By shifting to a VoIP system, we are making considerable savings on our current telephony set up. It is expected that the IT Specialist may liaise with Southern Communications from time to time however this area is currently managed by SDD Staff; the requirement from the IT Specialist will be to understand the system and provide advice should there be issues in the future from an IT perspective. We would like a review of our broadband / fibre / new managed data line for VoIP to ensure that we have sufficient infrastructure to manage phones and cloud-based systems with a back-up. Page 9

10 6 IT Inventory PDQ Machine leased through Barcleycard (runs off the internet) izettle till system with ipad Zen router Draytek router Cisco router for the EoFTTC service PCS: o o o 1 x Pentium Dual-Core CPU 3.20GH 6 x Intel Core i GH 7 x Intel Core i5-7500t 2.70GH NAS Drive 1 x Konica Minolta Manufactured Ineo +224e Photocopier (with fax line) (SmartOffice) Develop Ineo 3300 Mono printer Microsoft Windows Small Business Server 2011 Standard Intel Xeon CPU E GH 32GB Franking machine (Pitney Bowes) This inventory may not include all equipment on site. Page 10