REQUEST FOR PROPOSALS

Transcription

1 REQUEST FOR PROPOSALS IT Support Services Released by: Pacific Mountain Workforce Development Council Release Date: March 21, 2018 Due Date: April 18, 2018, 12:00 P.M. (Pacific Standard Time) Proposed Contract Period: June 1, 2018-June 30, 2021 Pacific Mountain Workforce Development Council 1570 Irving Street Tumwater, WA Phone: Fax: The Pacific Mountain Workforce Development Council is an Equal Opportunity Employer/program. Auxiliary aids and services are available upon request to individuals with disabilities. Washington Relay Service

2 Section I Introduction The Pacific Mountain Workforce Development Council (PacMtn) is requesting proposals from qualified professional vendors to maintain our computer network, provide ongoing desktop support in coordination with PacMtn IT staff, and play an advisory role for PacMtn in meeting its technologyrelated goals. This includes a detailed assessment of current configuration to recommend and implement beneficial system upgrades. The qualified vendor will assist PacMtn in maintaining and improving information technology (IT) effectiveness, enhance its quality of services, minimize its support cost, and maximize return on investment in IT. Background Information PacMtn is a Washington State 501(c)(3) nonprofit corporation responsible for the administration and finances of the federal Workforce Innovation and Opportunities Act programs. PacMtn operates within Grays Harbor, Lewis, Mason, Pacific, and Thurston counties. The administrative offices are located at Thurston County WorkSource, located at 1570 Irving St SW, Tumwater, WA Additional information on PacMtn is available on our website at Overview of Current Technology Environment The organization currently has the following setup and assets: Network: Tunneled through Employment Security Department s network; Cisco 2960-S hardware 16 in-network workstations at 1570 Irving St SW 11 peripheral workstations and 20 Surface tablets on JBLM with Camo2Commerce (scheduled to end program services on December 31, 2018) 15 laptops and Surface tablets with roving program teams 52 Office 365 licenses / Active Directory maintenance Regular use of the following software licenses: Adobe Creative Cloud, Acrobat XI Pro, Abila MIP (financial program), Microsoft Office 2010/2016 products, and enterprise-use of OneDrive Server-based file sharing Web Host as of March 16, 2018: MadCap Marketing Website domain registered on: register.com and set for automatic renewal Services Required The following details the services to be provided to PacMtn in the area of information technology services: 1. Initial Assessment Review network architecture and system processes, including technology-related assets, and make recommendations to sustain or improve organization-wide IT system performance.

3 2. Office 365 Provide support and recommendations for utilizing resources to improve organization efficiency and performance. The PacMtn client is maintained in Outlook via Office 365. This platform enables cross-collaboration, integration with the Microsoft Office programs, and allows latitude for the organization to grow, if need be. Peripheral apps currently utilized most often are OneDrive, Teams, and the Outlook web app. PacMtn is interested in utilizing the full range of programs available on the Office 365 program more effectively. 3. Desktop Applications Support Provide advisory role and support functions for PacMtn IT staff performing basic support functions including installation of PCs, laptops, PDAs, printers, other peripheral devices; installation of office automation software; diagnosing and correcting desktop application errors; configuring laptops and desktops; troubleshooting end user hardware problems; and ensuring maximum efficiencies and collaboration with available hardware and software assets. Assist PacMtn IT staff with software and hardware purchases. Assist in development of software/hardware policies and procedure. 4. Specialized Application Support Manage updates and upgrades to financial management system (Abila MIP), troubleshoot issues related to network and connectivity of software, work with software vendor and PacMtn staff to remedy issues. Provide support, maintenance, and updates to other web-based proprietary software and database programs. Manage and provide support for remote access, VPN, shared files, and concerns around efficiencies and collaboration for PacMtn staff in other locations. 5. Server Administration Services Manage computer systems and networks to include complex application, database, Windows server backup, messaging, software, communications, potential web servers or other servers and associated hardware, operating systems necessary for the quality, security, performance, availability, recoverability, and reliability of the system. Ensure scheduled preventive maintenance for equipment is properly and promptly performed, preferably at times when the least amount of users are to be affected; maintain the maintenance records on the equipment; develop operations, administrative, and quality assurance back-up plans and procedural documentation. Set up new users and edit or remove existing users on Azure Active Directory to reflect on the server and on the Office 365 licenses. Manage user logins and security. Server performance and capacity management services with reporting when specified thresholds are reached. Configuration management, including changes, upgrades, patches, etc. 6. Network Administration Services Scope of activity includes all PacMtn network equipment, including switches, firewalls, routers, and other security devices. The company is to maintain a positive and communicative relationship with PacMtn IT staff to ensure both parties are aware of network health, scheduled maintenance, and upgrades. Responsibility lies with the company in the primary installation and maintenance of printers, network copiers/scanners, etc.; primary maintenance, including regular analysis, routine configuration changes, and installation of patches and upgrades; alert notifications to PacMtn IT staff in the event of failure; complete proactive monitoring of network equipment, including bandwidth utilization and other performance indicators, with

4 reporting when specified thresholds are reached; network performance and capacity management services, and network troubleshooting. Maintain network configuration documentation and procedures; these records should reflect the progression of development in the PacMtn network, from the beginning known point to the current state at any given time. 7. Security Provide ongoing evaluation and recommendations for implementation and maintenance of virus detection programs on PacMtn servers, platforms, and all other PacMtn computers and laptops. Perform security audits as requested and notify PacMtn personnel immediately of suspected breaches of security or intrusion detection. Configure PacMtn system to enable remote access in a secure environment and provide remote access administration as requested by designated PacMtn personnel. Maintain security certificates as required by PacMtn IT assets. 8. Strategic Planning Engineer, plan, and design services for major system enhancements, including installations and upgrades of new or existing systems. Examples include major server upgrades, storage system upgrades, redesign of backup systems, etc. Provide technical leadership for server and network technology issues. Make recommendations for future purchasing and technology needs. Install new servers, software and hardware, and transfer data when acquired. Strategic planning, design, and installation/upgrade of core network systems. Examples include major network upgrades, provider changes, IP schema redesign, installation of core network devices, etc. 9. Other Considerations a. Ensure transparency in PacMtn network and IT environment setup and services, which may include but not limited to network diagrams, configuration records, updates and maintenance records of the network and the server, as well as software management records. b. Provide advisory role to PacMtn IT staff member(s) to provide effective and responsive service aligned with organization s needs. c. Webhosting and website services are provided through a separate third-party contract, and the IT service provider must be able to work with other providers such as webhosting, cloud security, DNS configurations, etc. Section II Contract Term The term of the contract will commence on June 1, 2018 or upon signature of agreed upon contract terms, whichever occurs last. The contract term will be renewable annually on July 1 st for up to three years or through June 30, 2021, upon successful service delivery. The contract may be extended to a maximum of five years upon approval from PacMtn CEO and agreement by both parties. PacMtn holds the right to cancel the contract at any point.

5 Contract Dates The contract is expected to begin June 1, 2018 with a month-long familiarization and transfer process with current PacMtn IT services provider if applicable. The selected service provider needs to be able to take over fully for all associated contract services by July 1, Policy of Competition The Pacific Mountain Workforce Development Council conducts all procurement transactions in a manner providing full and open competition. The RFP identifies all evaluation factors and their relative importance. All responses will be honored to the maximum extent practical. Technical, financial and organizational evaluations will be made of all proposals received found to be responsive to the RFP. The Pacific Mountain Workforce Development Council will carry out the procurement review responsibilities with complete impartiality and without preferential treatment to any response. Questions and Answers Questions regarding this RFP can be sent to the address: contracts@pacmtn.org. Please specify this RFP by its title when submitting questions. Questions and the answers will be posted on our website so every Bidder can review at Questions will be accepted through April 11, 2018 at 12:00 p.m. Submittal Instructions Proposals must be submitted by electronic mail to contracts@pacmtn.org with the following subject line RFP Bid: IT Support Services, and include: Proposal cover page & certification (form attached) Response to requested information in Section III using the prescribed format Additional attachments as specified in Section III RFP Key Events and Dates Proposal Requests Issued March 21, 2018 Deadline for Receipt of Questions, 12:00 PM (Pacific Time) April 11, 2018 Deadline for Receipt of Proposals, 12:00 PM (Pacific Time) April 18, 2018 Formal Review Process of Proposals Begins April 19, 2018 Interviews scheduled (if necessary- please hold the date upon submission) April 30, 2018 Successful Bidder Posted on Website May 1, 2018 Appeal Period May 1 May 7 Contract and Budget Negotiations Begin May 8, 2018 Contract and Budget Negotiations End May 30, 2018

6 Contract Start Date June 1, 2018 Evaluation and Selection Criteria Proposals will be evaluated based on the following criteria: Demonstrated ability to provide services as proposed, including adherence to RFP requirements Experience Understanding of services to be provided Personnel training & expertise Compatibility with end users Project approach Satisfaction of clients/end users Financial Accountability and value of services Award of Contract Submittal of a successful proposal(s) does not constitute a contract with PacMtn. The contract award will not be final until PacMtn and the successful proposer have executed a mutually satisfactory contractual agreement. Appeal Process Any appeal of the final vendor(s) selected must state the basis of the appeal. Appeals can be sent in writing within seven (7) calendar days after the publication of the successful vendor(s) to: Cheryl Fambles, CEO Pacific Mountain Workforce Development Council 1570 Irving St SW Tumwater, WA contracts@pacmtn.org It is the responsibility of proposers to check for the publication of successful Bidders at the following website: Miscellaneous 1. PacMtn will select the proposal which is most qualified to provide the services which will achieve the overall objectives of this Proposal Request. 2. PacMtn reserves the right to make such investigation as it deems necessary to determine the ability of proposers to furnish the required services, and proposers shall furnish all such information for this purpose as PacMtn may request.

7 3. PacMtn reserves the right to reject any proposals for failure to meet the requirements contained herein, to waive any technicalities, and to select the proposal which, in PacMtn s sole judgment, best meets the project requirements. 4. PacMtn reserves the right to reject, or to seek modifications of any proposal offered if in PacMtn s sole discretion the proposal does not meet the overall RFP objectives. 5. PacMtn reserves the right to offer an award to the next highest rated proposal if a contract cannot be successfully negotiated, or to renegotiate or reissue an RFP should an appeal for non-award be upheld. 6. This Request for Proposal is not in itself an offer of work, it does not commit the Pacific Mountain Workforce Development Council to fund any proposals submitted, nor is it liable for any costs incurred in the preparation or research of proposals. 7. The RFP creates no obligation on the part of PacMtn to award a contract or to compensate the proposer for any costs incurred. PacMtn reserves the right to award a contract based upon proposals received without further discussion or negotiation. Proposers should not rely upon the opportunity to alter their qualifications during discussions. 8. Any funding awarded will be subject to the availability of federal funding granted to the Pacific Mountain Workforce Development Council through the State of Washington Employment Security Department and the U.S. Department of Labor. Should the availability of such funding decrease before or following any award to a sub-recipient, the award will be revised accordingly. In addition, if awarded, the contractor must be willing to alter program design based on subsequent direction provided by the state, U.S. Department of Labor or PacMtn. 9. Proposals that are not funded will not be returned.

8 Proposal Cover Page A. Application Cover Sheet On behalf of Proposer Organization Street Address Mailing Address City State Zip Code Organization Type EIN B. Certification CERTIFICATION The information contained in this proposal fairly represents the proposer s agency, organization, or business and its proposed operating plans. I acknowledge that I have read and understand the requirements of the RFP and am prepared to implement services as specified in this proposal. I certify that the proposed program services have been designed in compliance with the RFP requirements and WIOA regulations. I also certify that I am authorized to sign this proposal. This proposal is firm for a period of at least ninety (90) days from the deadline for RFP submission. I affirm that no employee and/or PacMtn Council Member or officer of any governmental agency has any financial or other interest in this organization. Project Contact Name Title Address City State Zip Phone Website Authorized Signer Name Title Authorized Signature Address City State Zip

9 Section III Proposal Format and Supplemental Questions Your responses to the inquiries below should be submitted electronically with the following format restrictions: 8 1/2" X 11 page size with 1" margins 12 point Arial or Calibri font Total proposal should be no longer than twenty-two (22) pages in length, not including cover page and required appended attachments: Proposal Summary no more than 4 pages in length, including Cost of Services Supplemental Questions 1-9 should be no more than 16 pages in length Supplemental Question 10 should be no more than 2 pages in length 1. Proposal Summary Summarize your proposal and your firm s qualifications. Additionally you may articulate why your firm is pursuing this work and how it is uniquely qualified to perform it. Include other pertinent information that helps PacMtn determine your overall qualifications. 2. Cost of Services The proposal summary must contain a fee schedule that includes: Hourly and/or monthly rates for proposed services- if monthly, specify what is and is not included in monthly plans Description of how your services are priced, and any specific pricing you are able to provide Define any additional charges (e.g. travel expenses) The fee schedule may also contain any packaged plan fees, or other specific pricing options you are able to provide. Include any discounts or considerations in fees based on nonprofit status, monthly usage evaluation, etc. Specify any additional charges or options you see as beneficial for this type of service not otherwise noted in the required elements. The following information shall be required in the proposal request submittal Supplemental Questions: 1. General Vendor Information Please provide the following information: a. Length of time in business

10 b. Length of time in business providing proposed services c. Total number of clients d. Total number of public & nonprofit sector clients e. Number of full-time personnel in: Consulting Installation & training Sale, marketing, and administrative support f. Tech to end user ratio g. Location of headquarters and any field offices h. Location of office which would service this account 2. Firm Position a. Describe how your firm is positioned to provide the services listed above and provide a history of experience on providing similar services. 3. Service Approach and Methodology 4. References a. Describe your approach to providing these services and your methodology for providing ongoing support a. Provide the name, title, address, and telephone number of three references for clients whom you have provided similar services. Please provide information referencing the actual services provided, customer size (number of users), and the length of tenure providing services to this client. 5. Staff Resources a. Outline the technical minimum requirements, training and upskilling requirements or opportunities, and any other training and experience related items related to hiring and upskilling of your technicians. Identify names of principals and key personnel that will actually provide the information technology services. Summarize the experience and technological expertise of these staff. Describe the role and responsibilities that each of these individuals will have. Full resumes of these individuals should be appended to the proposal. The local availability of staff that will be providing these services shall be an important consideration. 6. Support Services Please answer the following: a. Is help desk support available? b. What is the help desk request process? (explain process for minor as well as emergent problems)

11 c. When is support available? (Indicate XX a.m. to XX p.m. in Pacific Standard Time and days of the week) d. How are the charges for support structured, documented, and tracked? e. Do you provide a toll-free support number? f. What is the integration of an in-house staff IT person with your support role? g. Please describe your problem escalation process, including: Initial problem identification (hand-off from help desk) Triage for priority and severity of problem Steps for resolving problem escalation when a solution is not forthcoming or an implemented solution is unsatisfactory Final authority regarding conflicts h. Indicate your response time and goal and also your statistics regarding meeting that goal. 7. Other Services Beyond the scope of this RFP, what services (related or otherwise) does your organization provide that may be of interest to PacMtn? 8. Terminated Contracts or Contract Defaults If your company has had a contract terminated for default during the past five years, all such incidents must be described. Termination for default is defined as notice to stop performance due to the vendor s nonperformance or poor performance; and the issue was either (a) not litigated or (b) litigated, and such litigation determined the vendor to be in default. If default occurred, list complete name, address, and telephone number of the party. a. If NO such terminations for default have been experiences by the vendor in the past five years, declare that PacMtn will evaluate the facts and may, at its sole discretion, reject the vendor s proposal if the facts discovered indicate that completion of a contract resulting from this RFP may be jeopardized by selection of this vendor. 9. Subcontracting No activities or services included as part of the proposal may be subcontracted to another organization, firm, or individual without the approval of PacMtn. Such intent to subcontract should be clearly identified in the proposal. It is understood that the contractor is held responsible for the satisfactory accomplishment of the service or activities included in a subcontract. 10. Transition Planning Considerations (if applicable) Describe the following items regarding transition planning from PacMtn s current IT service vendor

12 a. Timeline and list of required information b. Any costs that may be incurred that are not outlined in the cost of services fee schedule (below) c. Step by step breakdown of transitioning from current vendor to selected Bidder