SUBJECT: City of Marion Request for Proposals (RFP) Managed Print Services. To Whom It May Concern:

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1 SUBJECT: City of Marion Request for Proposals (RFP) Managed Print Services To Whom It May Concern: The City of Marion is seeking to update its Managed Print Services contract. The goal of this bid is to identity and contract for 5 years with the firm that best meets the City s print and copy goals with a primary goal of cost reduction through both direct print and copy costs but also for administration and maintenance of the fleet. Each proposal shall specify each and every item as set forth in the attached Request for Proposals (RFP). Any and all exceptions must be clearly stated in the proposal. Failure to set forth any item in the specifications without taking exception may be grounds for rejection. The City of Marion reserves the right to reject all responses and to waive any informality. The deadline for RFP responses is September 23, 2016, at 12:00 p.m. Submit 3 hard copies and an electronic copy (flash drive or CD) of the RFP response to the City of Marion. All hard copy responses must be addressed to the attention of Terrell Hunter and marked on the outside: City of Marion Attn: Terrell Hunter th Avenue Marion, IA The City will not consider responses received after the specified time and date. An amendment is considered a new statement of qualifications and will not be accepted after the specified time and date. If you need additional information, please feel free to contact me. If you are selected as a finalist, you will be invited to interview with the review committee on Thursday, September 29, Please mark this on your calendar, as this will be the only date interviews will be held. Notification will be made of your finalist status no later than Tuesday, September 27. Sincerely, Terrell Hunter IT Division Manager

2 CITY OF MARION REQUEST FOR PROPOSALS MANAGED PRINT SERVICES SUBMISSION DEADLINE City of Marion th Avenue Marion, IA September 23, 2016 at 12PM CST

3 City of Marion Background The second largest community in the Cedar Rapids metro area, Marion is one of the fastest growing communities in the state. Marion is home to exceptional schools, an eclectic array of cultural and entertainment offerings, city parks, and a diverse mix of large and small businesses. Marion celebrates its rich history and is committed to a promising future for generations to come. The city was established in 1839 and is located in Linn County, Iowa. Today nearly 35,000 people call Marion home. The City operates under the council/manager form of government and has done so since The City Council consists of seven members which including the Mayor. Marion's City Council meets in work session on the 1st and 3rd Tuesday of the month. The regular session meeting is held on the Thursday following the Tuesday work session. Mission Marion is a progressive city that provides high quality services which promote an active, safe, and healthy environment. It enables the community to realize the best standard of living possible through cost effective governance. Overview and current situation: The city is in contract with 3 vendors on multifunction devices and printers. The largest contract is an MPS program, while the other two contracts are maintenance and supplies (not including paper/staples, etc.) Much of the fleet will the initial contract end over the next 12 to 24 months. However, some current contracts do not expire until 2020 (See Attachment A for contract end dates) Objectives: It is the objective of the City to reduce printing costs by Centralizing printing to reduce fleet inventory where logistically possible Print efficiently Be invoiced for total fleet volumes/overages Track and control usage and behavior (department chargeback of costs) Print securely Reducing print/copy by transitioning to digital documents Have an easy to understand and easy to maintain contract for services The city is located in 9 sites, therefore most of the printing will be done at each site. Much of the printing is ad hoc prior to a meeting or deadline leaving little time for end users to identify if a print job is being done on the most efficient printer/copier. However, the City would like a program that assists and provides the option to end users to print on a more efficient output device.

4 Current situation: The City s is in a managed print program currently. There are a mix of MFP s for central use by office spaces as well as some shared and dedicate printers based on how they are being used. Due to the number of parties interesting in this bidding opportunity the City is going to provide all current fleet information including monthly average volumes with the expectation that a quote can be produced solely from the information provided. See Attachment A for fleet inventory, average monthly volumes and current contract end dates. See Attachment C for device configuration pages for tray, accessories and finishing information. MFP total average monthly volumes B&W = 75,000 Color = Printer total average monthly volumes B&W 30,000 The City has is moving into a transition from paper records and electronic records to software for records management and retention, web forms and workflows and a public web portal that in time may change the print output volumes for some printers/copiers. In other cases, the output volume could increase as the city grows. There will be some predictability for print output volumes but also some unknowns on whether or not software initiatives will reduce print output, and at what point in time print reduction will be realized. However, the goal is to reduce overall print costs where possible. It is currently difficult for the City to track all if it s print and copy costs. There are 3 vendors with contracts and no central repository of data and costs being collected and reviewed. Staff are able to choose more than one local printer or copier, but are not aware of where they could/should print to be most cost effective and think green. Departments do not see their own print/copy costs and are not aware of the overall or color vs. black and white print/copy costs. A business review is performed periodically with the vendor who holds contracts on the largest quantity of print/copy devices to perform device optimization. It is not performed on all devices as a whole and it is not viewed in a way that can be used by departments. Network information Aside from the Marion Police Department, all sites are connected in a LAN via fiber interconnects throughout the city. Because of this, the city is able to utilize a single Microsoft Windows 2012 R2 print server and have visibility to all sites printers. Servers are supported under a managed IT contract The City uses all Microsoft Window systems and Active Directory. Each department is organized into their own Active Directory Organizational Unit. This is the preferred way to identify what department an end user belongs to. We would prefer a solution that integrates with Active Directory for user and cost center/department identification for print cost tracking.

5 Because of the need to segregate criminal justice system information, the Marion Police Department utilizes their own print server and domain. Their contracts and printing equipment will be included in the scope of this RFP, however, they are located in an isolated network environment. If your proposal to meet the desired solution will require additional server or network resources or licensing than in the current situation, please indicate this. Example: Server software requires more CPU/Storage. Desired situation and outcome To qualify for consideration, the selected vendor must at a minimum: Adhere to the City s Networked Print Security Standards Combined page volume based costs on prints per month, rather than individually per device Have an advanced monitoring system to proactively maintain the MFP fleet Successful execution of contract from assessment through transition Continual Fleet optimization built into contract Regularly scheduled business reviews Automated meter reads for network devices Enable employees to make better print choices Provide and maintain a program like PaperCut which results in print visibility, enforce print policies/security and cost control Track usage and cost back to user/department for simplified chargeback of costs to departments Service Level Agreement 4 hour response time for MFP equipment (considered a department wide outage) Be ready to go live with managed print services by the first week of November In most cases there is a plan in place for critical printing needs in the event of a device failure. Printing that involves payroll or billing (revenue collection) or checks (accounts payable) has a backup plan in place. However, the City must know that there is action being taken to remedy the failed equipment and provided updates to the status. (i.e. parts on order, technician dispatched for a targeted time, etc.). The City will evaluate the pricing sheet Attachment D to determine which vendor will be awarded the contract. Other factors will be considered and the City reserves the right to award the contact to vendor based on the following criteria. The City will select a vendor based on a subjective determination of overall value. The top firm will be asked to further negotiate a final contract with the goal of contracting services for 5 years. The evaluation will consist of a grading based solely on the RFP response. The quality of the response to the RFP will be viewed as an example of the vendor s capabilities. Bid requirements checklist Cost (Monthly) Company overview Managed Print Solution overview

6 Track cost savings and usage Continual Fleet optimization Device security, compliance management, auditing and reporting Service level agreement Competitive Advantages References Bidder Q&A *** Quoted prices should be guaranteed for at least 120 days from the response deadline date. ***All contracts are contingent upon approval of Marion City Council. City of Marion reserves the right to: Conduct pre award discussion and/or pre award/contract negotiations with vendors who submit proposals determined to be reasonably acceptable of being selected for award Conduct personal interviews or schedule presentations/webinars of any or all vendors prior to selection; and make investigations of the qualification for vendors as it deems appropriate Request vendor(s) to modify proposals or provide reasonable information, if the City requires such to make the final selection Accord fair and equal treatment with respect to any opportunity for discussion and revisions of proposals. Such revisions may be permitted after submission of proposals and prior to award Process the selection of the successful proposer without further discussion Negotiate any modifications to a proposal that are deemed acceptable, waive any irregularity in any proposal or reject any and all proposals, should it be deemed it is in the best interest of the City of Marion to do so. City of Marion shall be the sole judge of vendors qualifications and reserves the right to verify all information submitted in RFPs Add the RFP response to the statement of work as an addendum Split the award to more than a single vendor based on pricing, specialty or qualifications Cost: The price included in the RFP response shall be the price evaluated. There SHALL NOT be an opportunity for a BEST AND FINAL OFFER. Respondent is encouraged to include their best prices in their initial response. Evaluation shall include up front and maintenance costs as well as long term price protection. Because the City is a government body who must perform annual budget costs and request approval for these costs prior to each fiscal year through City Council, it is imperative that costs are as expected from any contractor for services. Therefore, it is important that any quotes for service, support and equipment costs match the City s planned budget.

7 It is assumed that all multifunction printers will be replaced by the winning bidder and the winning bidder will buy out the existing contracts (with the exception of the Samsung M4080X and the Sharp MX 3110 which are owned, not leased) If this is not possible with some devices, please indicate this on Attachment A and return with bid. Given the current fleet and monthly volumes on Attachment A, provide pricing and include the following details as an output for easy comparison of bids. It is assumed the responding vendors will offer pricing that follows the GSA pricing schedule or offers better than GSA pricing. It is assumed that the pricing structure will be different on printers and MFP s since we own our printers and do not own most of our MFP s. Total monthly cost will be the amount considered for comparison. 1. Describe your pricing model in general 2. Provide monthly costs and total based on monthly average volume 3. List any up front or setup charges 4. Please list any tiered per click pricing plus overages 5. The service must have the flexibility built in to increase or decrease the amount of included copies at any point without starting a new contract mid term 6. List any disposal or early termination fees 7. List fees for media wiping if not included in contract Company overview Please give a company overview including years and experience providing managed print services. It is assumed your company has been in business for longer than ten years and has maintained positive earnings for three of the past five years. It is assumed your company is able to deliver certified engineers to the City s facilities within 4 hours of a service call. Whether through direct certifications or in concert with a partner vendor, it is expected you will be able to procure, install and support all product detailed in this RFP. It is assumed your company is able to handle service issues in the event of sickness and vacations. It is assumed your company is able to escalate service requests through to resolution including on site certified engineers within 24 hours of notification. It is assumed your company is able to pro actively monitor the technologies installed at the City. It is assumed you have a process for helping the City keep current with software and firmware loads on all technologies covered in this RFP to ensure maximum value and meet security baseline.

8 Managed Print Solution overview: Technology: Ability to meet the City s configuration needs, feature functionality, system management, energy star rating, and hardware devices. Respondent/Manufacturer: Financial stability, references, installation methodology, project and maintenance teams experience and certifications, long term product support. Support: Number of trained technicians, remote and on site response time guarantee (SLA), dispatch distance, remote monitoring maintenance capabilities, and adherence to maintenance requirements. How will you measure and compensate for failure to meet SLA goals? Any additional cost or factors to meet a specification or requirement must be noted. Failure to respond to these requirements may result in the proposal being considered non responsive. Track cost savings and usage The City would consider a successful MPS program to be one that results in measurable cost savings. The City would like to see reporting by user/dept. that shows costs monthly and annually, but also can show seasonal trends and comparisons year to year. It is the goal of the City to put the costs into department budgets thus accounting for print costs in the appropriate cost center. This will require centralized tracking software (such as PaperCut). Licensing considerations 180 users 16 MFP s 15 printers 1 Windows Server 2012 R2 print server Continual Fleet Optimization Describe your Equipment replacement program. The City would like a program that provides continual fleet optimization as changes to print/copy demands occur over the course of the contract period. Please explain how this works with your program. The City would like to have all the print/copy equipment contracts co termed making it easier to track and evaluate at the end of the contract term. Multifunction Printers All devices must be able to be centrally managed by City IT staff, including remote wiping of hard drives, and managing scan to /folder preferences. Any fees associated with wiping the media will be at the cost of the Managed Print Service provider It is preferred that the MFP s are standardized on with fewer models, however, it is more important that they are sized appropriately for their volumes and capabilities.

9 A few must haves are: Automatic duplex printing Must be sized to handle volumes based on averages to avoid overage costs Color printing and color scanning capabilities At least 40 pages per minute for Mono chrome and color prints Must have a minimum of 4 paper sources that hold at least 500 sheets of paper each Must have a first out time for copies under 13 Seconds Must be able to integrate at the control panel with PaperCut or another similar software Must be able to scan to , and scan to folder using SMB protocol compatible with Microsoft Windows Server 2012 R2 Fax modules The City would like to reduce the need for analog POTS lines for faxes. We are utilizing a Cisco VoIP voice system with PRI lines. Please include a solution for fax modules as an optional cost. Each site has at least one fax machine or MFP fax component. Device security Print security audit and reporting service The IT Department has an expectation that any vendor working on a contract with the City will follow the City s security policies and also meet compliances that the City must abide by. The City must adhere to State of Iowa laws and various compliances to protect all of the data we create, store and dispose of; both electronic and hard copy. Much of the City s information is public record, however there are citizen and employee records that are confidential and protected. While the City is responsible ultimately for the secure handling, storage and protection end to end from print source print server print output device print storage, the firm who contracts with the city must be able to provide equipment and service capable of adhering to these requirements. The firm must not assume that they City s internal network is a secure network. The City maintains perimeter firewalls protecting devices from direct internet access and attacks, and believes strongly in a layered defense approach for cyber security. All devices are on the internal network are potential risks of becoming compromised by an internal threat and leveraged for malicious purposes. The city has established standard baselines for security on print and MFP devices. The selected firm must provide scheduled and routine print and copy fleet security audits ensuring the fleeting is maintained within the established security baselines and reporting to show compliance and highlight gaps that can be addressed. The baseline security document is attached as Attachment B. Device media and stored data must be wiped and certified upon separation from city property.

10 Service Level Agreement The City would like a service level agreement that provides guaranteed response times on down equipment with a 4 hour response time and regular updates with the department point of contact. It is assumed that your maintenance hours are no less than 8x5, Monday through Friday with escalation if necessary outside these standard business hours. It is assumed responding vendors stock adequate spare parts or have access to spare parts to meet the City s service needs. It is assumed that responding vendors stock adequate spare parts or have access to spare parts to meet the City s service needs. All toner, maintenance kits, and parts must be included All service, mileage, helpdesk, and labor must be included Toner for MFD fleet is ordered proactively at 15% and delivered directly to the department that needs to toner In the case of a service event that requires an onsite technician, the average response time should be less than 4 hours. In the event that a MFD cannot be fixed, a like model will be provided to the City at no charge. Must be able to provide three references of customers similar in size to the City and utilize Paper Cut as a solution. Competitive Advantages Please provide any information that you feel sets you apart from the competition. References: Please provide at least 3 references. Preferably the references will of a similar sized organization and if possible may be in the government or educational sector as well. Bidder Q&A The City has a list of vendors who have expressed interest in this bid. Those vendors will be informed of the bid opening. If a bidder would like to be included in bidder Q&A during the open for bids period, you must thunter@cityofmarion.org to be added to the bidder Q&A bid list. Any bidder who asks a question and receives and answer, must accept that the question and answer will be sent to all respondent bidders. Attachment A: Current fleet Attachment B: Baseline Networked Print security standards Attachment C: Device Configuration and accessory information Attachment D: Pricing Sheet

11 City of Marion Network Printer Security Standard Introduction The following Standard is intended to help users of City of Marion Networked Printers (see Section 2 below for a definition of this term) protect sensitive data in the event a device becomes compromised, lost or stolen. Vendor specific security measures may be appropriate for some devices. This Standard describes the baseline technical security standards required for Networked Printers connected to the City s network. It also provides recommended best practice guidelines for additional security controls to implement. Definitions Networked Printer Networked Printers include, but are not limited to: printers, multi function devices (MFDs), copiers, scanners, or similar devices. Scope This standard applies to all Networked Printers connected to the City s network, whether or not they are acquired and managed at the department level. Exceptions Requests for exceptions to any of the requirements listed in the section Baseline Technical Controls must be submitted to the IT Division for review. Requests must clearly document justification for the exception and list compensating controls that will be implemented to protect the City s data stored, processed, or transmitted by the Networked printer(s). Data Sensitivity Networked printers may store, process or transmit highly sensitive City data. Networked printers that store, process, or transmit highly sensitive data may be subject to additional security controls. Networked Printer Security Requirements Baseline Technical Controls The following requirements represent the baseline technical security controls for Networked Printers connected to the City s network. 1. Update firmware with related critical security fixes within 90 days of vendor release date a. Many Networked Printers have embedded firmware that is exploitable out of the box. Note: some models (e.g. HP) have separate network interface card (NIC) firmware and print functionality (e.g. PostScript) firmware. In these cases, security fixes for both should be updated. 2. Enable encryption of internal storage device (hard drive) where supported. a. Many Networked Printers with hard drives have full disk encryption features. In these cases, encryption should be enabled to prevent unauthorized access to data on the hard drives. If a Networked Printer does not support encryption, disable caching and refrain from using the device to print, scan or highly sensitive data.

12 3. Set Passwords a. Quite often, each management interface has a separate password. Make sure that each management interface has a password set, even those that are disabled, because the next firmware upgrade may re enable them. 4. Set Network Access Control (Police for CJIS Compliance) a. In order to protect the Networked Printer, as well as your investment in toner and paper, limit network access to the Networked Printer. Access control lists may dictate not only who can print to, but also who can connect to a Networked Printer s management interface. 5. Disable unused management interfaces a. Networked Printers may support a number of different configuration options including built in web servers, file transfer protocol (FTP), telnet, and simple network management protocol (SNMP). Typically, the built in web server is used for management. The following options must be disabled and modified as indicated: i. FTP must be disabled when not in use. ii. Telnet must be disabled. iii. SNMP must be disabled when not in use. Note: whether SNMP is enabled or disabled, both the public and private community strings must be changed from the vendor default values. 6. Manage Networked Printers using secure protocols. a. Transaction layer security (TLS) or equivalent protocols must be used for securely connecting to and managing Networked Printers over the network. 7. Disable unused printing interfaces a. Networked Printers may support many different protocols for sending print jobs to them. The most secure printing protocol supported by client machines must be used. Acceptable protocols for use are IPP, IPPS and LPR. The following protocols must be configured as shown below: i. Disable IPX/SPX ii. Disable AppleTalk iii. Disable DLC/LLC iv. Disable web printing because it may allow firmware uploads v. Disable network discovery protocols if not used vi. mdns vii. Bonjour, or WS Discovery 8. Erase data on hard drives before disposal or transfer a. Hard drives in Networked Printers should be erased before transferring to third parties (e.g. in the case of returning leased equipment or obtaining off site repairs or maintenance). When transferring devices that store, process or transmit highly sensitive data, data must be erased from the hard drive before the transfer. 9. Configure a Networked Printer s service properly, or disable it altogether a. If the device is able to send or receive , configure the service properly to prevent denial of service (DOS) attacks to the mail system and unauthorized access to

13 data stored, processed or transmitted by the Networked Printer. Example scenarios may include, but not be limited to: i. Notifications to technicians about supply levels ii. Copies of printed and/or scanned documents iii. Verify From is a valid City of Marion account and outbound protocol 10. Recommended Best Practice Guidelines a. Use print server i. When configured with proper access controls and printer interfaces, a print server allows you to lock devices down and run user connections to a print server. Centralized job management makes access control to specific devices easier as well as allowing people to configure access control on a specific device. Administering devices via print server enables central configuration management rather than having to determine how each device is configured by hand. 11. Forward logs a. Enable print server logs and forward to a syslog server for reporting and analysis

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27 HP Laserjet M402N

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30 Dispatch Records printer MP 3003 SN: E153M960289

31 Detective printer Lanier MP C305 SN: W793P802885

32 Patrol Printer Lanier MP C4503 SN: E175M411728

33 Lanier MPC3055SPF SN: W793P802939

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49 15 Multifunction printers (non owned) Per image/click cost 75,000 B&W pages per month 32,000 Color pages per month Total Cost 5 year Cost per month 1 Multifunction printer owned Per image/click cost 5000 B&W pages per month Printer service contract (15 owned printers) Per image/click cost 30,000 B&W pages per month Total cost Total cost Centralized Print Tracking software (such as PaperCut) 5 year cost for all users and devices, maintenance and support Monthly expense (All bolded areas combined)