The North Suburban Emergency Communications Center (NSECC) Managed Information Technology Services. Request For Proposal

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1 The North Suburban Emergency Communications Center (NSECC) Managed Information Technology Services Request For Proposal Date Due: September 10, 2012 by 5:00 p.m. NSECC 1420 Miner Street Des Plaines, IL Sherrill Ornberg Executive Director J. Michael Duebner Technology Manager

2 Introduction The North Suburban Emergency Communications Center (NSECC) is soliciting proposals from qualified, professional technology vendors that have experience in providing on-site information technology support in a 24 x 7 environment. Vendors experienced in supporting multi-jurisdictional 911 emergency dispatch center clients are preferred. The qualified vendor shall provide necessary technical services which enables NSECC to: Improve the effectiveness of the information technology environment. Enhance the quality of service. Protect and secure information technology resources. Ensure the efficient operation of the wide area network (WAN) connecting customers and other resources with NSECC. Maximize uptime of servers, workstations, voice loggers and interfaces. Ensure efficient operation and administration of servers, network, desktops, notebooks, smart phones and printers inclusive of backups and disaster recovery. Ensure efficient operation and administration of the Computer Aided Dispatch and Records System inclusive of backups and configuration changes. Ensure 24 x 7 information technology support to end users. Ensure 24 x 7 emergency support for information technology systems and end users. It is the intent of NSECC for the independent managed care organization to perform routine maintenance and/or updates on systems and provide the necessary support services for end users. Background Information NSECC provides emergency dispatch services for the City of Des Plaines, the Village of Niles, the Village of Morton Grove and the City of Park Ridge totaling over 150,000 residents. Computer equipment is located in two locations, the main dispatch center in Des Plaines and a backup dispatch center in Niles. Technology Environment 2 Servers (Windows Server 2003 and Terminal Services) 2 Servers (Windows Server 2008 R2 Hyper-V) 4 Virtual Servers (Windows Server 2008 R2) 1 Virtual Server (Windows Server 2008 R2 & SQL Server 2008) 1 Virtual Server (Windows Server 2008 R2 with Terminal Services) 1 Time Server (FreeBSD) 2 CAD/RMS Servers (AIX) 19 CAD/Radio workstations (Windows XP) (primary center) 2 Page

3 13 CAD workstations (Windows 7) (backup center) 10 Administrative workstations (Windows 7) 3 Notebooks 9 MFP Printers 5 Cisco Routers 2 Dell Network Switches 2 HP Network Switches 2 PepLink Firewalls 3rd Party Support Agreements NSECC has support agreements in place with 3 rd parties that shall be used in case of a problem with equipment or software covered by them: EnRoute CAD and RMS software Higher Ground Voice logging recorder Microsoft Server operating system & desktop software maintenance AT&T Viper telephone system Fox Valley Alarm Keltron & LS7000 alarm system Chicago Communications Radio system Comcast Internet services CallOne Telephone lines and circuits Scope Limitations New hardware, network equipment, software and other IT standard procurements are outside the scope of this proposal. During the course of this contract, the selected vendor will identify new IT procurements and will work with Management to obtain the required hardware, equipment and software. In this capacity, the selected vendor will serve in a consultative and advisory role. Scope of Services 1. Network Administrative Services Scope of activity includes all NSECC network equipment including switches, routers, firewalls, access points and cabling infrastructure. Primary installation and maintenance of all network equipment. Primary maintenance, including regular analysis, routine configuration changes and installation of patches and upgrades. Alert notifications to designated NSECC personnel in the event of failure. Manage and store network configuration information. Baseline performance analysis and utilization reports. Maintain WAN and LAN networks including connections to 3 rd party 3 Page

4 resources and remote sites. Maintain and develop documentation, including policies and procedures. 2. Server Administration Services Managing computer systems and networks to include complex application, database, messaging, web and other servers and associated hardware, software, communications, operating systems necessary for the quality, security, performance availability, recoverability and reliability of the system. Ensure scheduled preventative maintenance for equipment is properly and promptly performed; store 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 server. Server performance and capacity management services. Configuration management, including changes, upgrades, patches, etc. Support of CAD and other specialized software products as it relates to the server(s) and associated hardware. Management of user log-ins and security. Coordinate repair and maintenance work with contracted repair vendors and ensure repairs are conducted in a timely fashion. Monitor server performance and capacity management services. Notify designated NSECC personnel in the event of failure and provide 24/7 on-call support. 3. Manage NSECC s system hosted by Google. Assign new user accounts, manage passwords and group security. 4. Desktop Administration Services Perform basic support functions including installing personal computers, laptops, smart phones, printers and peripherals; diagnosing and correcting desktop application problems, configuring laptops and desktops for standard applications and identifying and correcting end user hardware problems and performing advanced trouble-shooting. Maintain an up-to-date inventory of all NSECC computer related hardware and make available to NSECC personnel upon request. Assist designated NSECC personnel with software and hardware purchases and the annual budget process. Assist in development of software/hardware policies and procedures. Create and maintain system images for deployment. 5. Network Security Maintenance of virus detection programs on NSECC servers, and all other computers and laptops including anti-virus/anti-spyware software. Perform security audits as requested and notify NSECC personnel immediately of suspected breaches of security or intrusion detection. Configure NSECC system to enable remote access in a secure environment and provide remote access as requested by designated NSECC personnel. Additional tasks related to network security include maintaining the following: spam and virus firewall, secure and reliable Internet access, and file back-up and disaster recovery. 6. Reporting Effectively monitor the status of the proposed services, prepare status reports and meet with the NSECC to review work performed, network availability, help desk ticket summary, security issues and concerns and planning. In addition, on-site review meetings will be held on a regular basis to discuss service delivery and planning to ensure the IT needs of the NSECC are being met. 7. Strategic Planning Engineering, planning and design services for system enhancements, including installations and upgrades of new or existing systems. Examples include major server upgrades, storage system upgrades, design of back-up systems, etc. Provide technical 4 Page

5 leadership for server technology issues. Make recommendations for future purchasing and technology needs. 8. On-Site Project Manager Provide Project Manager/Senior Technician that serves as the principal point of contact for the NSECC. Project Manager/Senior Technician would possess the most overall understanding and knowledge of the NSECC s network and would maintain a regular on-site presence, including attendance at the NSECC s monthly management group meetings. 9. Personnel Provide fully qualified personnel that can perform the required work under the agreement. Individuals shall be trained on the latest versions and releases of any product required to perform their services before they perform work for the NSECC. Vendor is required to have systems and procedures in place that would allow for 1-hour emergency response, 24 hours a day, seven days a week for NSECC-deemed critical issues. All vendor personnel who have or may have access to NSECC computer systems will be required to submit to a background check. Proposal Content The proposal shall include the following: Description of the overall approach the vendor will use in providing the service required and the methodology for providing on-going support. Description of the vendor s positioning to provide the services required inclusive of prior experiences of providing services to a similar organization. Provide five (5) references of public and non-public sector clients that have purchased similar services for three (3) years or longer. Include the actual services provided and complete contact information for each reference. Describe the approach and deliverable of an initial assessment of NSECC s environment and time period to provide same. Describe the approach to ongoing service delivery in general and specifically to: o On-site support availability o After hours non-emergency support o After hours emergency support o Steps for problem resolution and escalation o Response time and goal for problem resolution o Final authority regarding conflict o Services for the network infrastructure o Services for Windows Servers o Services for CAD Servers o Services for CAD and Records applications Detailed cost for service outlined in this proposal and provided by the vendor. Suggested length of engagement and renewal options. Describe the proposed service level metrics by service category and associated reporting methods. 5 Page

6 Scope of services beyond the RFP that the vendor provides which may be of interest to NSECC. Any other information that would assist NSECC determining the qualifications of the vendor. All proposals must be received electronically in Microsoft Word or PDF format any time prior to 5:00 p.m. CDT, on Monday, September 10, 2012 and must be valid for 60 days. Proposals received after that time will not be accepted. Questions must be received 5 days prior to the closing of this RFP. A response will be provided in the form of an addendum to the RFP. Proposals must include all required supporting documentation, assurances, specifications, etc. The NSECC reserves the right to reject any and/or all proposals of its choice or to enter into additional negotiations regarding price, scope of services or other terms. Please send your response to: Michael Duebner NSECC 1420 Miner St, Des Plaines, IL mduebner@desplaines.org 6 Page