Request for Proposal. Request for Proposal: Information Technology Support. Date Posted: September 19, 2016 Date Closed: October 19, 2016

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1 ABOUT ORGANIZATION Punjabi Community Health Services (pchs) is a pioneer community based not for profit, charitable organization. pchs has been fulfilling needs of the diverse communities for the past 26 years by providing services in the areas of addictions, mental health, geriatric, health promotion, domestic violence, parenting, settlement and services for women, children and youth. pchs has a number of research studies to its credit and is recognized as an innovative organization for community development and for its Integrated Holistic Service Delivery Model. pchs is accredited by Commission of Accreditation Rehabilitation Facilities (CARF) International and Imagine Canada. ABOUT THE CONTRACT pchs is inviting proposal to contract out the IT services. In order to smoothly run the organizational operations, we are looking for a contractor who is able to provides the following services: Manage the IT Infrastructure of pchs Manage File Server and Print Server Management Manage the Network Switch and VOIP System (Adding, removing, or updating user account information, resetting passwords) Perform routine audits of systems and software Taking backups of Systems Adding, removing, or updating user account information, resetting passwords, etc. from domain. Responsible for documenting the configuration of the system Ensure that the network infrastructure is up and running Manage the overall administration of LAN system Maintain servers at 3 locations (Brampton, Malton & Toronto) Maintain time attendance machine for 3 locations (Brampton and Malton sites) Data entry into the time attendance machine Maintain attendance records for each employee Take back-ups for time attendance machine Prepare monthly attendance for the Operations Manager Update employees list on attendance machine Establishes system specifications by conferring with users; analyzing workflow, access, information, and security requirements; designing system infrastructure. Establish system by planning and executing the selection, installation, configuration, and testing of PC and server hardware, software, LAN and WAN networks Maintain system performance by performing system monitoring and analysis, and performance tuning; troubleshooting system hardware, software, networks and operating and system management systems; designing and running system load/stress testing; escalating application problems to vendor. 1

2 Secure system by developing system access, monitoring, control, and evaluation; establishing and testing disaster recovery policies and procedures; completing back-ups; maintaining documentation Provide training to employees by designing and conducting training programs; Cloud Solution (Outlook,SharePoint, Phone systems) Upgrade system by conferring with vendors and services; developing, testing, evaluating, and installing enhancements and new software. Assist in seeking quotations from different resources as per pchs financial policy HELP DESK Identify, research, and resolve technical problems by providing technical support Document, track, and monitor all technical problem Support, monitor, test, and troubleshoot hardware and software problems pertaining to LAN Recommend and schedule repairs, via vendors or hands on Install and configure workstations based on pchs needs and requirements Provide end users support for all LAN- based applications Assist with data recovery tools Perform manual/automatic backup s as needed Perform other duties or special projects as requested IT internal audit Provide quarterly IT reports to CEO Deal with BELL and Rogers technical department and accounts VoIP SYSTEM Install, configure, and maintain Panasonic network server equipment and operating systems Utilize Panasonic network management software and hardware to identify and correct problems with the data communications equipment Provide configuration and problem resolution support for the district's telephone system Develop and support user programming required to monitor and maintain telephone system Lead efforts to diagnose and resolve complex system configuration, production and deployment problems Maintain inventory records for all equipment purchased, installed or controlled under Network Services Inspects all contract work completed for Network Services Perform equipment, software, and firmware updates as recommended by industry standards and directed by the Network Manager 2

3 Research and investigate new and current VoIP tools Research and price voice, video, and data items Repair or facilitates repair of two-way Maintain a clean and safe work environment Performs other duties as assigned Managing Program Software - InterRAICHA, Screener, OCAN Server Test Software Updates / Upgrades a) Set up software in test area b) Configure software. c) Set up test user id & passwords d) Load Test Data e) Run Preliminary tests. f) Inform users that environment is ready for acceptance testing. Test Management a) Determine support procedures for users. b) Create bug tacking/issues log c) Report bugs/ issues & communicate with users d) Schedule & install patches/bug fixes Manage Users Acceptance Testing a) Establish user support procedures. b) Communicate Users Support Procedures c) Establish user acceptance testing timeframes d) Establish Go/ No Go Decision date e) Create Functional User Acceptance Test Scenarios (users) f) Execute Users Acceptance Tests g) Create tests for file extract/ submission process h) Execute file extract submission process i) Evaluate Risks based on all test results, criticality of outstanding bug fixes j) Go/ No Go Decision. Maintain Solutions a) Establish User support procedures b) Establish bug reporting & tracking Procedures c) Establish patching procedures d) Establish upgrade procedures 3

4 Prepare for Data Submissions a) Establish data submission procedures b) Communicate data submission procedures c) Test Connectivity for file transfer process d) Test file transfer process with any test file e) Review Data submission Schedules Managing Program Software Connecting Ontario (Security Module)_ a) Registration and Enrolment of End Users b) Identification and Training of Staff for ONE ID Roles c) Processing Revoke, Suspend, Reinstate and Change Requests d) Providing ONE ID Support to End Users e) Liaising with ehealth Ontario on ONE ID related issues Managing Program Software OTN PCVC a) Set up software in local desktops b) Configure software. c) Set up user id & passwords d) Load Test Data e) Run Preliminary tests. f) Inform users that environment is ready for acceptance testing. g) Give Trainings to staff Managing Program Software HR Software Maintain Solutions a) Establish User support procedures b) Establish bug reporting & tracking Procedures c) Establish patching procedures d) Establish upgrade procedures e) Backup HR Software f) Data Submission g) Perform equipment, software, and firmware updates as recommended by industry standards. 4

5 BLACKBERRY SERVER Performing Monthly Maintenance Distributed Components Multiple BlackBerry Enterprise Server Instances Databases Maintain the BlackBerry Infrastructure Maintain the BlackBerry MDS Performing Daily Maintenance Check for Errors Perform Database and Registry Backups Update Documentation Perform Server Maintenance Domino-Specific Maintenance Exchange-Specific Maintenance GroupWise-Specific Maintenance Submit your proposal including fee expectation by October 19, 2016 to Human Resources Department at: Address: Please add RFP# ITS-005/ to the subject line and cover letter Competent contractors will be contacted for an interview. 5