Technology Services RFP Town of Hooksett. Administration Department Dr. Dean Shankle May 2, 2019

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1 Town of Hooksett Administration Department Dr. Dean Shankle May 2, 2019 REQUEST FOR PROPOSAL Proposal for TECHNOLOGY SERVICES Bid #18-05 Invitation to Bid Acceptance Date: 10:00 am, June 4th, 2018 Sealed bid proposals, plainly marked, Technology Services Bid on the outside of the mailing envelope as well as the sealed bid envelope, addressed to the Administration Department, Town Hall, 35 Main Street, Hooksett, New Hampshire, 03106, will be accepted until Monday, June 4 th at 10AM when all bids will be publicly opened and read aloud. Bid packages may be obtained from the Town s web site: or by contacting the Administration Department at the above address, or by calling The Town of Hooksett reserves the right to reject any or all bids, to waive technical or legal deficiencies, and to accept any bid that it may deem to be in the best interest of the Town. 1

2 I.) Introduction The Town of Hooksett is seeking proposals for In f o r m at ion Technology Services related to the Town s networked computer system, equipment, and infrastructure. Hooksett, New Hampshire was incorporated in 1822 and operates under the Town Meeting/Town Council form of government. It is located in Merrimack County, which is in the south-central part of New Hampshire, approximately 26 miles north of the Massachusetts state line. The Town s area covers about 36.3 square miles and has approximately 6,000 parcels. The 2010 Census estimated 13,451 residents of Hooksett. Currently, the town employs approximately 200 full or part-time employees and 90 or so volunteer officials that fill municipal boards, committees, and commissions. 1) The proposer must include with the proposal a statement confirming full understanding of the services to be provided as proposed. 2) All questions must be presented in writing. All requests for information and clarification should be addressed to: Dean E. Shankle Jr., Town Administrator, by at dshankle@hooksett.org. 3) Any correction or modification must be sealed and clearly marked Modification to Town Proposal for Technology Services, with the name of the proposer. 4) Attachment A provides a recent overview of the Town s current IT systems. 5) Any associated costs for additional hardware or software required to provide services must also be defined. 6) A proposal received after the time and date specified will not be considered. 7) The Town reserves the sole right to determine which combination of price and service is in its best interest. II.) Background Hooksett has utilized a variety of contractual services to meet its basic information technology needs in the past and unto the present. Increased demand for services and responsiveness from staff, however, has led to an intensifying reliance on technological assets in the form of hardware, software, and more elaborate relationships with service providers. Town staff is cognizant of this shift, and has further recognized the need to not only have these individual elements work in better unison, but also to be more deliberate in the planning and execution of these systems on a town-wide scale. With an ultimate goal of more efficiently leveraging existing and future IT infrastructure, the town has begun engaging in a more rigorous planning process for technology systems. Staff members will be evaluating the utility of current and future technology with an eye on refining and/or expanding capability as it relates to the needs of Hooksett s citizens. In summary, staff wants to ensure: Hooksett has a system in which information technology allows for maximum efficiency and transparency for both internal and external stakeholders. As the primary instrument for day-to-day technical management and consultation, the contract derived from this request for proposals will be of great importance to fulfilling short term needs as well as positioning the town for tackling future demands. 2

3 III.) Scope of Services The Town of Hooksett envisions two distinct areas served by its technology services contract: 1. Ensuring the proper operation of Hooksett s networked computer system, equipment, and related network infrastructure located in five separate buildings. Expected to include installation, maintenance, and administrative duties as defined by town staff below: Installation defined as physically or virtually placing and setting up, or otherwise facilitating placement and set-up of hardware, peripherals, or miscellaneous network associated technology, software, and configuration of desktops or user interfaces at designated town locations Maintenance defined as keeping endpoints functioning as completely as possible for designated users via proactive operating system updates, physical conditioning or repair of equipment, handling or facilitating correction of failures covered by warranty, and up keeping required network connections between endpoints and critical systems. Administration defined as either directly through the use of hands-on inspection and/or through enterprise monitoring software, and through close cooperation with town staff, managing backend town systems used to run and monitor the town s various users, IT services, security, and day-today functionality. To include management of new or expiring users, their desktops, connectivity to the internet or servers, individualized suites of software, tracking/reporting on threats, and maintaining security infrastructure. This work is anticipated to include, but is not necessarily limited to the following: a. Installation, maintenance, and administration of the town s future or existing endpoint infrastructure listed in Attachment A (Servers, desktops, laptops, specialty Mobile Data Units (MDTs), networked printers, and on-site back-up devices) for the town s main service centers (town hall, safety center, station 1, and public works buildings). b. Installation, administration, and maintenance of associated endpoint technology such as peripherals (monitors, scanners, external hard drives, keyboards, speakers, mouses, et cetera) or miscellaneous items like uninterruptable power units. c. Installation, maintenance, and administration of hardware and software related to LAN and WAN infrastructure and cabling, including but not limited to wired and wireless routers, switches, modems, and firewalls over copper and fiber optic lines. d. Installation, maintenance, and administration of additional software, upgrades and patches including but not limited to: Server and workstation antivirus software. Server backup software. Microsoft Office products of various versions Departmental application software designed to facilitate internal administrative work or delivering public services. i. Likely to entail installing minor third party applications like adobe and coordinating with third party service providers for systems utilized by Police, Fire, Assessing, Finance, and Tax Collection/Town Clerk on updates and special network privileges e. Provision of general or emergency desktop or server IT support offsite during normal business hours and outside of normal hours on an emergency basis. 3

4 Town Hall and Public works generally work on a 7AM 6:30PM basis depending on the day or department in question Police and Fire operate on a 24/hour a day basis and can sometimes have timely emergency queries of importance to public safety f. Provision of general, specialty, or emergency IT support on-site periodically g. Working with VoIP phone service provider (OTELCO) to maintain phone system h. Working with vital or complex third party software providers to troubleshoot, implement updates, and maintain network security. i. Working with the Town Administrator or designees to manage users and network access on a regular basis j. Assist with Right-to-Know requests for digitized information. k. Assist with maintaining certain back-end website management features of the town s website (Virtual Town Hall) l. Assist with procurement of new hardware 2. Facilitate the strategic planning and management of town IT systems through the administrative handling of backend IT information or providing consultation regarding existing systems, proposed changes, or capacity building, with activities anticipated to include, but that are not necessarily limited to the following: a. Assisting the Town in maintaining a current inventory of all equipment associated with the network including location and relevant hardware and significant peripherals installed. b. Assist the Town in maintaining documentation on the configuration of equipment including operating systems, installed software, including relevant versions and settings. c. Assist the Town in maintaining documentation related to the set up and configuration of network related hardware and infrastructure, including user and group access rights, log in scripts, and other network related information. d. Make recommendations, along with the associated cost, in order to adequately maintain and/or improve the system and its components including the upgrade, replacement, or installation of additional equipment and/or related software. e. Advise the Town Administrator and/or designee(s) on various miscellaneous projects and capacity building or refining efforts. f. Provide periodic updates or reports on certain performance metrics deemed relevant by the Town Administrator. g. Provide engineering and project management h. Potentially work with third party IT planners to aid the town with capacity building or shifting to new systems i. Maintain a heavily secured list of backend systems-critical passwords 4

5 IV.) Terms and Conditions 1. Terms The terms of the contract shall be starting July 1, 2018 and running through June 30th of 2019, with an option for a two-year agreement which would conclude on June 30th of There shall be an option to renew the contract on an annual basis, at the sole discretion of the Town. 2. Insurance - The awarded vendor at their cost will be required to provide certificate of liability insurance for the term of the contract, naming the Town of Hooksett as additional insured. The following standard insurance shall be required: General Liability: $1,000,000 Per Occurrence $2,000,000 Aggregate Automobile Liability: $ 100,000 Bodily Injury per Person $ 300,000 Per Occurrence Professional Liability: $ 500,000 Per Occurrence $1,000,000 Aggregate Workers Compensation: $1,000,000 Per Occurrence(Coverage B Employer s Liability) $1,000,000 Per Employee (Coverage A Statutory) V.) Submission Requirements The proposal should address all the points outlined in the request for proposals. A submitted proposal should be prepared simply and economically, providing a straightforward, concise description of the firm s capabilities to satisfy the requirements of the request for proposals. While additional data may be presented, the following items, subjects, and questions must be addressed or included: 1. Provide 6 copies of the proposal. 2. Name, address, telephone number, fax number, and address of the company 3. Name of contact person and telephone number for follow-up purposes. 4. List of any additional personnel who would be involved in the delivery of service or management of the contract, including their titles, and contact information. 5. Narrative including the professional qualifications for assigned personnel and experience with software currently utilized by the town. 6. Please list any municipal experience during the last five (5) years a. Provide the name, title and telephone number for a reference of the above agencies. By submission of these items, the vendor is thereby agreeing to fully release the Town to speak to each of these references about the performance of the vendor 7. Address whether the company has been disqualified or terminated by any public agency or Town. If so please explain under what circumstances this disqualification or termination occurred 5

6 8. Provide verification of CJIS compliance & certification of all support personnel who would handle any aspect of direct service delivery; also list any other security or support credentials of relevant personnel overseeing a contract. 9. Provide a clear, concise, but descriptive overview of how items within the scope of services would be addressed, including service models, and staffing arrangements. If a proposing entity has differing levels of service, or varied options particular to Hooksett s scope of services or organizational structure, these areas should be clearly defined. Must address at a minimum: a. Providing general offsite IT support and administration during normal business hours and off-business hours b. Handling of periodical on-site IT service; should address scheduling regular visits and emergency situations c. Description of how off-hours requests would be handled d. Description of any differentiations between regular or emergency service provision and anticipated response times for both categories e. How network administration and security off-site is actually addressed; if particular monitoring software is utilized, then a general overview of capabilities and relevant limitations should be included f. Does the proposer identify service distinctions or options for distinctions between the different town administrative divisions (e.g. Police and Fire versus Town Hall and PW) ; if so, then details should be clearly identified and described g. How the proposing entity will maintain, monitor, and update lists of equipment, network diagrams, and backend, mission-critical passwords h. If the proposing entity produces any data or deliverables which can be submitted periodically or upon request to the Town Administrator or designees i. How the entity would handle requests for reports or monitoring of certain IT related performance metrics j. How the entity proposes to handle staffing the service delivery aspects of the contract Is a single individual or would multiple employees be responsible for service delivery? If multiple persons, are there areas of particular responsibility? Is there any redundancy training for handling Hooksett s service systems and contracted requests in the case of sick days, absences, or other staffing changes? k. Can the proposing entity work with the existing network security apparatus and any proposed changes or additions l. Proposal of how regular, proactive endpoint maintenance and updates should be handled (servers, user desktops, and in-service Mobile Data Units used by Police, Fire, and Public Works) m. How digital records requests (Right-to-Know or internal) would be handled n. How particular requests by the Town Administrator (e.g. server file access and adding, subtracting, or altering user privileges) are handled. o. How consultation or specialty project management would be handled p. How would attending periodic strategic planning meetings be handled 6

7 q. How the proposing entity would handle working with specialty third party software service providers listed in Attachment A, or ones associated with capacity building. r. How the proposing entity would handle working with town policy making entities if called upon to do so s. If the proposer requires any additional technology or software installed on site to commence procured levels of service. Should address specifications (if any) and estimated time frame for implementation 10. Does the proposer include any training services 11. Proposed pricing for both a one-year and two-year contract, commencing July 1st, A fee schedule indicating the fees for each type of service as follows a. The cost of providing the minimum weekly scheduled service hours. b. The cost of providing additional service hours over and above the weekly minimum during normal business hours broken down by on-site and off-site support, if applicable. c. The cost of providing additional services during non-business hours broken down by onsite and off-site support, if applicable. d. The cost for the above listed fees for subsequent years should the Town exercise the option to renew the contract for a second year. 13. Any alternative proposals or models - should be clearly marked as such and include payment structures VI.) Instructions 1. Submission Pricing must be inclusive, clear, and concise; including such other information as requested or required. Be sure the proposal container is completely and properly identified. The face of the container shall indicate the title of the RFP (Technology Services Bid #18-05) and the acceptance date and time. Proposals must be received by the Town of Hooksett ON or BEFORE the hour specified on the acceptance date. Proposals may be either mailed to Dean E. Shankle Jr., Town Administrator, 35 Main Street, Hooksett, NH or hand delivered to the Hooksett Town Hall, 35 Main Street, Hooksett, NH: Attention: Dean E. Shankle Jr, Town Administrator. 2. Basis for Award A successful proposal will be one that demonstrates flexibility, redundancy, and ability to help facilitate future planning either directly or in cooperation with staff and third parties. In reviewing proposals, the Town will carefully weigh: a. Capability of assigned personnel, professional qualifications, and adequate resources to provide the scope of services requested in a timely manner; b. Demonstrated experience with New Hampshire municipalities and this type of work. c. Cost of services; and d. Any other qualifications/criteria as deemed appropriate by the Town Administrator 7

8 All proposals must be received at the Town of Hooksett no later than J u n e 4 th 10:00 am. LATE BIDS WILL NOT BE ACCEPTED. by END OF REQUEST FOR PROPOSAL 8