TOWN OF KINDERSLEY Request for Proposals (RFP) IT MANAGED SERVICES PROVIDER. Opening Date: November 15, 2017 Closing Date: November 30, 2017

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1 TOWN OF KINDERSLEY Request for Proposals (RFP) IT MANAGED SERVICES PROVIDER Opening Date: November 15, 2017 Closing Date: November 30, OPPORTUNITY The Town of Kindersley is seeking the services of an Information Technology (IT) Managed Services Provider (MSP) to provide a full and comprehensive range of IT support, including but not limited to on-site and remote system maintenance, advanced desktop support and troubleshooting, proactive network management and security, software licensing management, equipment warranty management, and to assist in IT asset tracking, resource planning and replacement. 2. SCHEDULE Services are anticipated to commence on January 1, 2018 or on the date thereafter when the formal management agreement is executed. The successful proponent will enter into a three-year contract with the Town of Kindersley. Requests for Proposals issued November 15, 2017 Proposal submission deadline 4:00 pm (SK local time), November 30, 2017 Proponents are encouraged to schedule a site visit with the Manager of Communications to determine to their satisfaction the level of infrastructure to be supported and to clarify any aspect of service level expectation. This visit should be arranged not less than five (5) business days prior to the submission deadline. 3. BACKGROUND The Town of Kindersley provides and operates municipal services, programs, and facilities for approximately 5,000 people who reside in the community, and more than 25,000 throughout the larger west central region of Saskatchewan. To operate its wide variety of facilities and services, the Town depends on a complex and diverse network of computers, servers, audio/visual equipment, electronic security, and other IT technology to be running smoothly and securely at all times. IT equipment is located in many locations including the administration office, arena/swimming pool, public works shop, community halls, waste disposal site, water treatment plant and lift stations. Other devices such as printers, photocopiers, scanners, plotters, surveillance 1

2 cameras, water vending machines, SCADA system, electronic payment systems, cell phones, tablets, and other devices also require regular maintenance and are included in the scope of this opportunity. The Town does not have a dedicated IT department but IT services are overseen by the Manager of Communications. 1. Locations and Equipment Inventory The Town has approximately 60 computer workstations (desktop/laptop); most with standard-issue Microsoft Windows operating software (OS); and including two (2) Apple OS workstations. IT equipment is located at all Town facilities but the core network server is located at the Kindersley Administration Office, in addition to two servers dedicated to Council meeting streaming and door security. A fourth server is located at the West Central Events Centre. Staff have an account on the Outlook Exchange server and some staff are granted remote laptop access to the server for file management, backup, and emergency maintenance purposes. Landline phone services are present at all locations, and approximately 45 Town-owned Apple or Android smartphones or tablets are in use. The Haubrich Water Treatment Facility uses a SCADA system and operates a remote water vending station in the Industrial Area, which is accessed by consumers by way of an electronic payment card. Other facilities include the Public Works Shop, Fire Hall, and various lift stations. Proponents are encouraged to make a site visit to determine to their satisfaction the level of infrastructure to be supported and to clarify any aspect of service level expectation. 2. Network Connectivity All Internet services are provided by SaskTel. The Town has several monitored alarm systems in lift stations connected via SaskTel or LTE/3G cellular. 3. Network Subnets and Hardware Providers will be required to define and document subnets and Hardware. 4. Network Servers Providers will be required to assess sufficiency of server and storage backup systems. 5. Other Managed IT Devices Management of other devices such as desktop and large format printers and scanners, photocopiers, fax machines, Apple and Android smartphone and tablet devices, video surveillance cameras, audio-visual equipment such as speakers, microphones, audio control boards, and the Town s office phone system are included in the scope of this work. 6. Applications and Essential IT Services Microsoft Office 365 and Outlook Exchange Apple ios systems Adobe AutoCAD and GIS 2

3 Vadim and CBES financial software Keyscan All internet networks 4. SCOPE OF WORK /or SERVICES REQUESTED The primary deliverable of this RFP is to execute a managed services contract that will provide, but is not limited to, the following: 1. Network Monitoring and Optimization Management Monitor and report on the availability, performance, security and health of the hardware and software components of the network. Real-time advanced performance monitoring and server optimization utilizing 24-hour / 7 days per week (24/7) electronic alerts to monitor the systems Any detected issues must be resolved in a proactive manner to avoid or minimize network downtime. Optimize network traffic flow for the municipality s business operations. Management and removal of log files and temp files on servers. Update server system, firmware, patching, and version control. Scheduled preventative maintenance Managed daily data back-up (and testing/verification of those backups). Ensuring that critical applications are operating within normal parameters. 2. Network Design, Installation, and Support Proponents must manage and provide the following: Local and remote servers, SANs, VM hosts, routers, switches, firewalls and other physical network devices. Implementation and maintenance of a documented network map. Work with the Communications Manager as needed for execution of IT equipment upgrade plan, including purchasing and installation. Remote and onsite technical support. A documented support process maps for staff orientation and efficient processing. Print driver installation and management. VPN subnet management, set-up and client support. Liaise with other software and hardware vendors to ensure interoperability between key systems. Proponent must ensure physical requirements of the network are optimized for application performance. 3. Helpdesk Support and Backup The Proponent must operate a helpdesk that is available, at minimum, during regular business hours (8:30 AM to 4:30 PM PST), which will provide IT support. 3

4 The Proponent must provide full helpdesk support to the Town of Kindersley staff during periods when staff are unavailable to resolve issues locally. The Proponent will also provide a cost schedule for after-hours service, to provide technical support in exceptional circumstance. The Proponent must identify with clarity how helpdesk style support will be managed/conducted, which should address the following potential issues: Telephone/ support/team viewer. Coverage must include, but not be limited to: o All incoming calls and automatically redirected to Proponent s helpdesk; o Ticket management/documented tiered escalation process; o Hardware and software troubleshooting; o Connectivity issues at the desktop level; o Software installation; o User account creation/management; o Network folder permissions; o New desktop/laptop setup and installed; o Mailbox administration; o Phone issues and assistance; o Smartphone (iphone/android) setup assistance; o Printer installations, maintenance and support; o Fax machine support; o Update documentation as required; o Computer moves, upgrades and other requests; 4. PC Management Provide advice, plan, and assist with major desktop operating system rollouts. Maintenance of all key applications Provide input and assistance into software licensing. 5. Network Security Manage firewall policies including scheduled and ad hoc firmware updates. Install and manage anti-virus and anti-spyware software. Manage spam filtering, user authentication, and file security software/hardware. Manage and maintain VPN connectivity. Assist in developing, reviewing and updating IT security policies on a scheduled and ad hoc basis. Implement open source or commercial Intrusion Detection Source (IDS) tools as required. Undertake security compliance audits annually and as required. Maintenance of all network passwords and pass codes. 4

5 6. Disaster Recovery and Redundancy Management Regular and scheduled maintenance and testing of uninterruptible power supply (UPS) devices, including monitoring battery life via remote access card. Ensure continuity of internet connectivity. Provide off-site data backup services. Manage server backups and necessary hardware for disaster recovery. Utilize server virtualization for service recovery. Document and update disaster recovery and redundancy processes. Regular backup image testing to ensure integrity of the backup process. 7. IT Asset Lifecycle Management The Town will rely heavily on the Proponent from time to time to provide input on planning, establishing, implementing, and maintaining network infrastructure, applications, and hardware, and to be able to provide a clear and comprehensive direction on changing technology, emerging security risks, and future asset reliability. Maintenance of IT equipment is currently being incorporated into the Town s existing tangible assets inventory and management software to assist in budget planning and end-of-life replacement. Proponent will be required to be familiar and utilize this software or to provide access to an alternate software already in use by the proponent. Track hardware and software model, version, serial numbers, licensing model, end-user use, end-of-life, warranty, maintenance costs, etc. Assist and provide advice to the Town of Kindersley during annual hardware/software renewal planning. 8. Service Level Requirements The Proponent will monitor the Town of Kindersley servers, network infrastructure and other key local and cloud-based services on a 24-hour / 7 days per week basis and will notify the Town of Kindersley immediately of arising issues. Proponents must specify minimum response times for: Emergency service (e.g. Complete Service Interruption) on-site response. Non-emergency (e.g. Service Degradation, Information Request or Minor Service Degradation). 9. Application vendor liaison The Proponent may be asked to act on behalf of the Town for vendor liaison of software applications, anti-virus, anti-spyware and other general desktop or server applications. For certain applications, specific to the Town s business operation, a Town of Kindersley designate will be the primary liaison. However, the Proponent is expected to work with Town staff and the providers of these business applications to ensure physical requirements of the network are optimized for application performance. 5

6 10. Backup and Spare Equipment Proponent must stock critical spare network, server and desktop equipment that can be used as a temporary measure in the event of a major component failure while waiting for replacement components. Examples include managed switches, hard drives, servers, laptops, NAS devices, Wireless APs, etc. 11. Documentation Proponent must maintain inventory of all IT assets, document changes and updates, and provide it to the Manager of Communication at least annually. Proponent should track the assets purchase/installation dates, serial numbers, warranty expiry, firmware versions, installed applications (paid and freeware), IP information, configurations, passwords, key contacts, etc. Such information will be made available to Town of Kindersley senior staff on request and at contract end. 12. Issue Management/Alerts/Notifications The Town requires a system that provides management with real-time alerts and notification of critical and non-critical issues that are encountered. 13. Reporting a. Daily The Town will require access to the Proponent s ticketing system to track all tickets, whether they are resolved internally or by the Proponent. b. Monthly Reporting Incident (ticket) summary reports. The Town requires reporting on all open and closed ticketed items, whether through remote access to the Proponent s management system, or reports accessible via the web, or ed directly to the Manager of Communications. This summary should include the following: Activities performed related to the Town s IT network during the month, including actual time spent by resource and charge out rate by resource (if applicable). Amount of travel time billed (if any) to the Town Number and description of service calls taken and average response times to respond to and resolve call requests/issues Detailed accounting of issues requiring escalation, including reporter, description, action taken and timeline for resolution Breakdown by location of issue. Statistics and commentary detailing the health and performance of the network (e.g. available disk space, network speed, CPU utilization, slow switches, etc.). List of upcoming work required/recommended (e.g. expiring licenses, new drivers to be installed, etc.). c. Quarterly Meetings 6

7 Network health review, outstanding issues, capacity and strategic IT planning sessions that may include data backup, firewall changes, storage array configuration, desktop management, application deployments and server and network hardware. These meetings ideally will take place in-person, but exceptions will be made for a conference phone call with the Proponent. d. Advance notice of all major upgrades, proactive or preventative maintenance, or other service work requiring downtime or interruption of any and all IT equipment or services. 5. QUALIFICATIONS & SKILLS REQUIRED Proponents much have proven and documented experience and/or certification as an IT Technician or IT Managed Services Provider. Current certifications should be noted; for example: Microsoft Certified IT Professional, Microsoft Certified Technology Specialist, or Apple Authorized Service Provider. 6. PROPOSAL SUBMISSION REQUIREMENTS All proposals should contain, at minimum, the following information to determine a Proponent s qualifications: 1. Company Overview 1.1. Name of company 1.2. Owners 1.3. Manager 1.4. Location 1.5. Business start date 1.6. Number of employees 2. Managed Services Describe how you will complete the Scope of Work as outlined in #4 of this document. Please include: 2.1. Managed Services Details, including but not limited to: Detailed description of maintenance, support, and monitoring services, including standard business hours and after-hour support Define levels of support (i.e. Level 1 issues, Level 2 issues, etc.) Detail response times for both action and resolution of issues at each level. Document any service guarantee times, if applicable Describe the methodology and system used to assess and track issues for clients 3. Qualifications - Demonstrate that the company has the personnel who possess the knowledge and skills required for the successful completion of the project. This section should specifically highlight recent and relevant experience that demonstrates the company s suitability to undertake the scope of work List all relevant certifications pertaining to the Scope of Work as identified in #5 of this document Project team members The proposal shall clearly identify the proposed team members that will perform the work, and indicate the level of involvement of each team member. Resumés of all team members should be included in the proposal References List a minimum of two references of similar projects, including contact info and details 7

8 3.4. Describe your prior experience in providing comparable services for other municipal organizations or similar institutions 3.5. Outline the key attributes that distinguish your organization from the competition Outline your ability to respond to changing client needs Outline your experience in working for a client with multiple IT service vendors Outline key accomplishments and/or industry awards 3.9. Describe how your maintain records and documentation of client s IT systems Provide a sample of a standard monthly report to provide to existing clients, in reference to the requirements set out in Section Fees Identify the following: 4.1. Propose the costs for each service type, giving three costing/bundling options for each: (a) a per service fee, (b) a per-month fixed fee, and (c) an annual fixed fee: Maintenance Support Monitoring services 4.2. Detail any travel and/or additional rates not included or defined in the fixed fee 4.3. Define any additional fees outside of the scope of the managed services agreement contract that may be incurred as a result the contract 7. SUBMISSION INSTRUCTIONS When submitting your Proposal, please note the following: 1. The proposal should be received in its entirety before the submission deadline of 4:00 p.m. local time, Thursday, November 30, 2017, preferably by to: proposals@kindersley.ca, or alternately, by post to: Town of Kindersley Attention: Manager of Corporate Planning Box 1269, Kindersley, Saskatchewan S0L 1S0 8. RFP CONSIDERATIONS: 1. The Town will not accept liability for any late, lost, or improperly delivered , parcel or facsimile. We recommend that you contact the Town Administration Office to verify successful delivery. 2. Questions or inquiries concerning this RFP shall be directed to the Manger of Corporate Planning, and can be submitted to the or post address provided above no later than five (5) work days prior to the submission deadline. Verbal responses to any inquiry cannot be relied upon and are not binding on either party. Manager of Corporate Planning 8

9 Phone: (306) It is the responsibility of the proponent to frequently visit the Town s tender webpage for any updates, additional instructions, clarifications, and any other materials related to this project. Once published on the Town s webpage, any and all information pertaining to this project will form part of this RFP. 4. This is not a Request for Tenders or an offer. The Town is not bound to accept the lowest price submission, nor any submission of those submitted. By submitting a submission and participating in the process as outlined in this RFP, proponents expressly agree that no contact of any kind is formed under, or arises from, this RFPI, prior to the signing of a formal written agreement. 5. At the appointed closing time, all submissions become irrevocable. By responding to this RFP, the applicant agrees that, should its submission be selected, the proponent agrees to enter into a legal agreement with the Town for the completion of the scope of work. 6. An agreement will be drafted in consultation with the preferred proponent which will contain the relevant provisions of the RFP, as well as such other terms as may be mutually agreed upon, whether arising from the accepted submission or as a result of any negotiations prior or subsequent thereof. This agreement will not be binding until it has been approved by the Council of the Town of Kindersley and signed by both parties. If at any time the Town reasonably forms the opinion that a mutually acceptable agreement is not likely to be reached within a reasonable time, the preferred proponent will be given written notice to terminate discussions. In this event, The Town of Kindersley may then either open discussions with another proponent or terminate this RFP and retain or obtain the services in some or any other manner. 7. Prior to commencing work, the successful proponent shall obtain all authorizations required by the law to enable them to carry on business and to complete work required by the agreement, such as Saskatchewan GST requirements and a Town Business License. 8. Proponents are solely responsible for their own expenses in preparing, and submitting submissions, and for any meetings, negotiations or discussions with the Town or its representative and consultants, relating to or arising from this RFP. The Town and its representative, agents, consultants and advisors will not be liable to any proponent for any claims, whether for costs, expenses, losses or damages, or loss of anticipated profits, or for any other matter whatsoever, incurred by the proponent in preparing and submitting a submission, or participating in negotiations for a contract, or other activity related to or arising out of this RFP. 9. Information pertaining to the project obtained by the proponent as a result of participation in this project is confidential and must not be disclosed without written permission from the Town. All information provided by the Town is considered to be Town property and shall not be used in whole or in part for any other purpose than to assist with the development of a submission under this RFP. 10. As a municipal government body, the Town may be required to share submissions to this RFP as per the Local Authority Freedom of Information and Protection of Privacy Act regulations. 9

10 11. The Town reserves the right to withdraw this RFP at any time prior to the signing of legal agreement for services. 12. The proposal and accompanying documentation submitted by all proponents become the property of the Town and will not be returned. The Town reserves the right to enter into an agreement for only portions of the services contemplated by the proposals with one or more of the Proponents. 9. EVALUATION Submissions to the RFP will be reviewed by an adjudication committee. The winning proponent will be selected on the following criteria: 1. Experience and Qualifications Years of Service Technical and management experience, capacity, and skills of Proponent and all related team members Work on similar projects In developing and following maintenance plans In developing and following maintenance budgets Dealing with emergent issues successfully 2. Proposed Managed Services Methodology and process for providing managed services solution for: Network Monitoring and Optimization Management Network Design, Installation, and Support Helpdesk Support PC Management Network Security Disaster Recovery and Redundancy Management IT Asset Lifecycle Management Service Level Requirements Application vendor liaison Backup and Spare Equipment Documentation Issue Management/Alerts/Notifications Reporting Clarity and completemeness of submission Response time Hours of Service Identifying any potential options or changes to the outlined requirements that would be advantageous to the Town 3. Cost of service 4. References 10

11 10. AGREEMENT The Town reserves the right to enter into an agreement for only portions of the services contemplated by the proposals with one or more of the Proponents. After the selection of the successful Proponent(s), a formal written agreement will be prepared and will not be binding until it has been approved by the Council of the Town of Kindersley and signed by both parties. The Agreement will contain the relevant provisions of this RFP, the accepted proposal, as well as such other terms as may be mutually agreed upon, whether arising from the accepted proposal or as a result of any negotiations prior or subsequent thereof. 11

12 APPENDIX A IT MANAGED SERVICES PROVIDER INTENT TO SUBMIT PROPOSAL Please complete this form and return immediately to: Town of Kindersley Attn: Manager of Corporate Planning th Avenue East, Box 1269 Kindersley, SK S0L 1S0 proposals@kindersley.ca Fax: Failure to return this form may result in missed notifications about amendments to this Request for Proposal. Company Name: Address: Contact: Telephone: Fax: I have received a copy of the above noted Request for Proposal. I understand that if I do not submit a response, this will not affect our Company s status as a potential supplier in the future. I also understand that if I do not return this form our company may not receive any further notices with regard to this Request for Proposal. Name: Title: Signature: Date: 12