City of Melissa. To be published in Dallas Morning News: Sunday, April 27, 2014 Sunday, May 4, 2014

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1 To be published in Dallas Morning News: Sunday, April 27, 2014 Sunday, May 4, 2014 To be published in the Anna-Melissa Tribune: Thursday, May 1, 2014 Thursday, May 8, 2014 LEGAL NOTICE REQUEST FOR PROPOSALS City of Melissa Melissa City Hall 3411 Barker Avenue Melissa, TX Ph: Fax: The City of Melissa, Texas is accepting sealed proposals for Proposal No Sealed proposals addressed to City of Melissa, 3411 Barker Avenue, Melissa, Texas, will be received at the office of the City Secretary of the City of Melissa until Tuesday, May 13, 2014 at 2:00 p.m. The envelope must be sealed and clearly marked SEALED PROPOSAL NO MANAGED INFORMATION TECHNOLOGY SERVICES. Proposals will be publicly opened and acknowledged at Melissa City Hall, 3411 Barker Avenue, Melissa, Texas on Tuesday, May 13, 2014, at 2:00 p.m. Late proposals will not be accepted and returned unopened. The City of Melissa is currently requesting proposals for Managed Information Technology Services. Specifications are available at City Hall in the City Secretary s Office or online at: Please contact Erin Mynatt, Assistant to the City Manager, with any questions at emynatt@cityofmelissa.com. City Hall is located at 3411 Barker Avenue, Melissa, Texas

2 City of Melissa, Texas Managed Information Technology Services PROPOSAL NO Updated April 24, 2014 R E Q U E S T F O R P R O P O S A L

3 Table of Contents INTRODUCTION AND BACKGROUND...4 AGENCY BACKGROUND... 4 REQUEST FOR PROPOSAL OBJECTIVE... 4 REGULATIONS FOR ENTERING FORMAL PROPOSAL...5 QUALIFICATIONS... 5 GENERAL... 5 REIMBURSEMENT... 5 CERTIFICATION... 5 COMMUNICATIONS... 5 NEGOTIATIONS... 5 LAWS AND ORDINANCES... 6 PREVAILING WAGE RATES... 6 PROTECTION OF WORK AND PROPERTY... 6 REQUIRED INSURANCE...6 PATENT INFRINGEMENT...6 TAXES...6 PAYMENT...6 QUALITY OF WORK...6 FAILURE TO COMPLY WITH REQUIREMENTS...7 CONFLICT OF INTEREST...7 ADMINISTRATIVE...8 CITY OF MELISSA CONTACT...8 PROPOSAL SUBMISSION...8 ORIGINAL SIGNATURE...8 PRESENTATION/INTERVIEW...8 DUE DATES...9 SCHEDULE OF EVENTS... 9 GUIDELINES FOR PROPOSAL PREPARATION PROPOSAL SUBMISSION...10 DETAILED RESPONSE REQUIREMENTS EXECUTIVE SUMMARY...11 APPROACH AND METHODOLOGY...11 DETAILED AND ITEMIZED PRICING APPENDIX: COMPANY OVERVIEW APPENDIX: STAFFING APPENDIX: REFERENCES City of Melissa RFP for IT Services Page 2

4 APPENDIX: EMERGING TECHNOLOGIES APPENDIX: OTHER VALUE ADDED SERVICES OFFERED SCOPE OF WORK...15 REQUIREMENTS DESCRIPTION OF ENVIRONMENT AND EXISTING INFRASTRUCTURE...17 NUMBER AND TYPE OF USERS OPERATING SYSTEMS HARDWARE DESKTOPS/LAPTOPS MOBILE DEVICES PRINTERS INTERNET SERVICE PROVIDER SOFTWARE MISCELLANEOUS NETWORK CONNECTIVITY NEEDS EVALUATION FACTORS FOR AWARD CRITERIA LEVEL OF COMMITMENT RESERVATION OF RIGHTS TERM OF CONTRACT TIMETABLE PROPOSAL SELECTION ATTACHMENT A PROPOSER S CERTIFICATION ATTACHMENT B STATEMENT OF BUSINESS RESPONSIBILITY City of Melissa RFP for IT Services Page 3

5 INTRODUCTION AND BACKGROUND The City of Melissa is seeking comprehensive managed information technology services. The winning vendor will provide services to include (but not limited to): 8x5 hardware (server, storage, desktop/laptop, printer, mobile device), network, and software support, help-desk, back-ups, remote access and on-site support, website maintenance, maintenance and support, asset and license tracking (hardware and software), security, and 24x7 monitoring and disaster recovery. To accomplish this it is expected that the winning vendor will be able to work effectively with other City of Melissa vendors (such as proprietary software vendors and internet service providers) to make the IT System a seamless process to the end user. It is also expected that the winning vendor will assist management with long-term planning to keep systems current and functional in the most cost-effective manner possible. AGENCY BACKGROUND The City of Melissa is a Home Rule Municipality governed under a Council-Manager form of Government with a Mayor and six City Council Members. As a fast growing, family-friendly community in North Texas with a population of approximately 7,000, Melissa traces its beginnings back over 150 years ago. While remembering and honoring our past and embracing small town charm and sensibilities, we have positioned ourselves for quality and managed growth in the coming years. Located just thirty-five miles north of Downtown Dallas in the dynamic growth area of northeast Collin County, Melissa s close proximity to Dallas and it's major thoroughfares of Highway 75, and State Highways 121 and 5 offer easy access to all parts of the Metroplex, including Fort Worth, and other areas of Texas as well. In the past, the City has contracted for IT services using an outside vendor for IT Support to manage day to day activities including client (employee) support, and some application support. In 2013, City Staff determined that the City was better served by a managed services approach. Currently there is no internal staff dedicated to IT operations. The selected provider will provide all professional IT staff. REQUEST FOR PROPOSAL OBJECTIVE This request will be used to obtain proposals from qualified IT managed service providers. This information will allow the City of Melissa to review proposals and enter into negotiations with the vendor whose proposal is most advantageous to the City with price and other factors considered. Following negotiation, the successful proposer will be asked to enter into a contract with The City of Melissa. The length of that contract is proposed to be 3 years, renewable for two (2) additional one-year periods. The following is a list of the locations to be supported within The City of Melissa: City of Melissa City Hall: 3411 Barker Avenue, Melissa Texas Melissa Fire Station No. 1: 1933 East Melissa Road, Melissa, Texas City of Melissa Public Works: 1716 Cooper Street, Melissa, Texas Scott-Barker House: 1501 W. Harrison Street, Melissa, Texas City departments are staffed by a combination of 30 full-time and 15 part-time staff members. Additionally there are 7 City Council members and approximately 25 volunteer firefighters that utilize the City s Outlook Web Access. Each department will have specific information technology and security requirements which must be accommodated based on various federal, state and local laws. The departments must be integrated to the point that communication between them is efficient and effective while being seamless to the end user. City of Melissa RFP for IT Services Page 4

6 REGULATIONS FOR ENTERING FORMAL PROPOSAL QUALIFICATIONS Proposals are not considered from a company or vendor if the company is in bankruptcy or in receiver s hands at the time of tendering a proposal or at the time of entering into a contract. GENERAL (A) The vendor will not be allowed to take advantage of any errors or omissions. The City reserves the right to: waive informalities in any proposal; to reject any or all proposals or portions of proposals; to accept any proposal, proposals, or portions of proposals deemed to be in the best interest of the City; and to negotiate or refuse to negotiate with any Vendor. (B) Should there be any questions concerning these specifications, or the intent of these specifications, the prospective vendor shall apply in writing to the City of Melissa for such information. (C) These regulations, specifications, and invitation for proposals are deemed to be incorporated in the contract. (D) The City of Melissa reserves the right to award by item, or as a whole, or to reject any or all proposals. (E) No oral statement of any person shall modify or otherwise change, or affect the terms, conditions or specifications stated in the resulting contract. All change orders to the contract will be made in writing by the City of Melissa. (F) Ethics: The vendor shall not offer or accept gifts or anything of value nor enter into any business arrangement with any employee, official or agent of the City of Melissa. (G) Exceptions / Substitutions: All proposals meeting the intent of this request for proposals will be considered for negotiations. Vendors taking exception to the specifications, or offering substitutions, shall state these exceptions in the section provided or by attachment as part of the proposals. The absence of such a list shall indicate that the vendor has not taken exceptions and the vendor shall be responsible for performing in strict accordance with the specifications of the RFP. The City of Melissa reserves the right to accept any and all or none of the exception(s) / substitution(s) deemed to be in the best interest of the City. (H) Addenda: Any interpretations, corrections or changes to this RFP will be made by addenda. Sole issuing authority of addenda shall be vested in the City of Melissa. Addenda will be mailed to all who are known to have received a copy of this RFP. Vendors shall acknowledge receipt of all addenda. (I) Proposals must comply with all federal, state, county, and local laws concerning these services. REIMBURSEMENT: There is no express or implied obligation for the City to reimburse responding firms for any expenses incurred in preparing a response to this Request for Proposals. The City of Melissa, Texas will not reimburse responding firms for these expenses, nor will the City pay any subsequent costs associated with the provision of any additional information or presentations, or to procure a contract for these services. CERTIFICATION: Proposals must be completed and submitted as required in this document. COMMUNICATIONS: The City shall not be responsible for any verbal communications between any employee of the City and any potential firm. Only written requirements and proposals will be considered. NEGOTIATIONS: Negotiations may be conducted with responsible firms who submit proposals and are reasonably susceptible of being selected. Firms will be ranked in order of preference; and contract negotiations, including pricing submitted as a part of their proposals, will begin with the top ranked firm. Should negotiations with the highest ranked firm fail to yield a contract, or, if the firm is unable to execute said contract, negotiations will be formally ended and then commence with the second highest ranked firm. This process will continue until a contract is authorized. City of Melissa RFP for IT Services Page 5

7 LAWS AND ORDINANCES The vendor must show proof of its incorporation in the State of Texas or of its certification to do business in the State of Texas. The vendor shall comply with the laws of the State of Texas and the Charter and ordinances of the City of Melissa now in force, or which may hereafter be adopted. PREVAILING WAGE RATES The successful vendor shall comply with the Labor Laws of the State of Texas as concerns Prevailing Hourly Wage Rates for employees engaged in a Trade or Occupation. PROTECTION OF WORK AND PROPERTY The vendor shall continuously maintain adequate protection of all its work from damage and protect the City s property and all adjacent property from injury arising in connection with the form of agreement. REQUIRED INSURANCE: By signing and submitting a proposal under this solicitation, the firm certifies that, if awarded the contract, it will have the following insurance coverage at the time the work commences: 1. Worker s Compensation Statutory requirements and benefits. 2. Automobile Liability $1,000,000 Combined Single Limit. 3. Comprehensive General Liability Insurance or Commercial General Liability Insurance with a limit not less than a Combined Single Limit for Bodily Injury, Property Damage, and Personal Injury Liability of $1,000,000 per occurrence and $2,000,000 aggregate. PATENT INFRINGEMENT The vendor shall agree to indemnify and save harmless the City of Melissa, its servants, agents and employees from any and all suits or action at law or in equity, which may hereafter be brought against them or either of them, for or on account of the infringement or alleged infringement of any patent or patent rights upon or pertaining to any of the articles described herein. TAXES Proposals shall not include any state tax, as municipalities of the State of Texas are not subject to this tax. No Federal Tax of any kind shall be included unless the Federal Law specifically levies such tax. PAYMENT Managed Information Technology Services included in said proposal shall be billed quarterly for all network and IT infrastructure, associated maintenance, remote support, and on site support. QUALITY OF WORK: Firm shall warrant and certify that the firm and any other person designated to provide services hereunder has the requisite training, license, and / or certification to provide said services and meets all competence standards promulgated by all other authoritative bodies and industry standards, as applicable to the services provided herein. City of Melissa RFP for IT Services Page 6

8 FAILURE TO COMPLY WITH REQUIREMENTS Upon failure to comply with the requirements or specifications, the City shall have the right to reject such proposals, the form of agreement, and either award the form of agreement to an alternate vendor meeting the requirements and specifications or re-advertise the same. CONFLICT OF INTEREST: During the 79th Legislative Session, House Bill 914 was approved and added Chapter 176 to the Texas Local Government Code. Chapter 176 mandates the public disclosure of certain information concerning persons doing business or seeking to do business with the City of Melissa, Texas, including all affiliations and business and financial relationships such persons or entities may have with officers of the City. An explanation of the requirements of Chapter 176, applicable forms, and a complete text of the statute are available at This form must be returned with all proposals. City of Melissa RFP for IT Services Page 7

9 ADMINISTRATIVE CITY OF MELISSA CONTACT Any questions regarding this request for proposal should be directed to: Name Erin Mynatt, Assistant to the City Manager Phone (972) FAX (972) PROPOSAL SUBMISSION Please submit three (3) copies of your complete proposal, including all attachments, to: City of Melissa Attn: City Secretary s Office 3411 Barker Avenue Melissa, Texas The outside of the envelope must be clearly marked SEALED PROPOSAL NO MANAGED INFORMATION TECHNOLOGY SERVICES. All submissions must be received by the due date below. Award of the contract resulting from this RFP will be based upon the most responsive and responsible Vendor whose offer will be the most advantageous to City of Melissa in terms of cost, functionality, and other factors as specified elsewhere in this RFP. City of Melissa reserves the right to: Reject any or all offers and discontinue this RFP process without obligation or liability to any potential Vendor, Accept other than the lowest priced offer, Award a contract on the basis of initial offers received, without discussions or requests for best and final offers, and Award more than one contract. It is mandatory that all forms be completed for your submittal to be considered valid. Any submittals received that do not have the required forms, signatures, and / or do not have the correct number of executed copies will be declared non responsive. Respondents and their agents are prohibited from lobbying members of the City Council, its staff, and consultants. Failure to comply with this clause shall be grounds for rejection of their proposals as nonresponsive. ORIGINAL SIGNATURE A cover letter, signed by either the owner of the company, sole proprietor, or other representative authorized to bind the Vendor, must accompany every Response to the RFP in order for it to be considered. PRESENTATION/INTERVIEW City of Melissa may ask a Proposer to come in for a presentation or interview. If an interview is requested, the proposed key project staff, as identified in the Proposal, must be in attendance. City of Melissa RFP for IT Services Page 8

10 DUE DATES All proposals are due by 2:00 PM Central Time on Tuesday, May 13, Late Proposals: Proposals received by the City after submission deadline will be considered void and unacceptable. City is not responsible for lateness or non-delivery of mail, carrier, etc., and the date and time stamp in the City Secretary s office shall be the official time of receipt. Late submittals will be returned to respondents unopened. Submittals properly received will not be returned to respondents. Altering Proposals: Any interlineations, alteration, or erasure made before opening time must be initiated by the signer of the proposal, guaranteeing authenticity. Withdrawal of Proposal: A proposal may not be withdrawn or cancelled by the officer without the permission of the City for a period of thirty-days (30) following the date designated for the receipt of proposal, and vendor so agrees upon submittal of their proposal. Proposals Will Be: Received and publicly acknowledged at the location, date and time stated above. Vendors, their representatives and interested persons may be present. The proposals shall be received and acknowledged only so as to avoid disclosure of the contents to competing vendors and kept secret during negotiations. However, all proposals shall be open for public inspection after the contract is awarded, except for trade secrets and confidential information contained in the proposals and identified by vendor as such. All submittals become the property of the City of Melissa, Texas. SCHEDULE OF EVENTS Event 1. Date(s) of Publication of Notice Date Dallas Morning News: April 27, 2014 and May 4, 2014 Anna-Melissa Tribune: May 1, 2014 and May 8, RFP Distribution to Vendors April 28, Proposal Due Date May 13, 2014 at 2:00 p.m. Central 4. Proposal Opening May 13, 2014 at 2:10 p.m. Central 5. Anticipated decision and selection of Vendor Between May 13, 2014 and June 30, Anticipated commencement date of work After October 1, 2014 (new fiscal year) City of Melissa RFP for IT Services Page 9

11 GUIDELINES FOR PROPOSAL PREPARATION PROPOSAL SUBMISSION Vendor's proposal shall be submitted in several parts as set forth below. The Vendor will confine its submission to those matters sufficient to define its proposal and to provide an adequate basis for City of Melissa s evaluation of the Vendor s proposal. In order to address the needs of this procurement, Vendors may choose to work cooperatively to present a fully integrated solution. Vendor team arrangements may be desirable to enable the companies involved to complement each other's unique capabilities, while offering the best combination of performance, cost, and delivery for provision of both the management services component and the database maintenance component being provided under this RFP. City of Melissa will recognize the integrity and validity of Vendor team arrangements provided that: a. The arrangements are identified and relationships are fully disclosed, and b. A prime Vendor is designated that will be fully responsible for all contract performance. Transmittal Letter Include a short transmittal letter with each proposal. The transmittal letter shall: Summarize why the respondent believes itself to be the most qualified; Contain the statement that to the best of the respondent s abilities, all information contained in the submitted proposal is complete and accurate; Contain the statement granting the City and its representatives authorization to contact any previous client of a respondent (or a respondent s team member) for the purposes of ascertaining an independent evaluation of the respondent s performance; and At least one copy of the transmittal letter must have the original signature of a firm s owner, partner or project leader. Proposal Vendor s proposal in response to this RFP will be incorporated into the final agreement between City of Melissa and the selected Vendor(s). The submitted proposals are suggested to include each of the following sections: 1. Executive Summary 2. Approach and Methodology a. Services b. Helpdesk and Monitoring c. Security d. Management Deliverables and Reports e. Documentation and Records 3. Detailed and Itemized Pricing 4. Appendix: Company Overview 5. Appendix: Staffing 6. Appendix: References 7. Appendix: Emerging Technologies 8. Appendix: Other Value Added Services Offered The detailed requirements for each of the above-mentioned sections are outlined in the following section, DETAILED RESPONSE REQUIREMENTS. Supplemental Requirements: Proposer s Certification (Attachment A) Statement of Business Responsibility (Attachment B) City of Melissa RFP for IT Services Page 10

12 DETAILED RESPONSE REQUIREMENTS EXECUTIVE SUMMARY This section will present a high-level synopsis of the Vendor s responses to the RFP. The Executive Summary should be a brief overview of the engagement, and should identify the main features and benefits of the proposed work. APPROACH AND METHODOLOGY Proposal must satisfy all elements contained within the Scope of Work section and include: 1. The Proposer s overall support strategy/philosophy - Please address the following in your response: Describe your view of the role of the information technology support services provider. Describe any management or implementation strategies or techniques that the firm intends to employ in carrying out the scope of work. Describe your communication strategy for keeping clients informed of system conditions and changes. 2. The approach Proposer will take to carry out the work objective- Please address the following in your response: Include evidence that you understand the City of Melissa s current environment, including an understanding of working within significant budgetary constraints. Include plan of action and milestones for onboarding process. Describe how you intend to ensure that all personnel contributing to the management of our information technology system are properly trained and monitored to ensure that they are performing their duties at proficient levels. Describe how you will propose changes in technicians assigned to the contract and seek approval from the City. Explain how you plan to keep the desktop computers and servers operating at optimal performance. Describe how you will keep the City informed about the state of our information technology service. Describe how you will report about the status of systems, needs of users, needs for change, etc. Describe how you would assist The City of Melissa with strategic planning to insure that the City s IT system retains its usefulness, viability, compatibility, and dependability into the future. 3. Assumptions, i.e. requirements, risks, and expectations used to develop the proposal 4. An explanation of the problem reporting and resolution process that describes the Proposer s support plan, including tiers, service levels, call escalation, the person(s) authorized to close problem reports, etc. - Please address the following in your response: a. Services Describe your work order/trouble ticket system. Describe your system to escalate chronic or advanced problems. Describe availability of key staff during normal business hours (including systems administrators and engineers and other specialists). Describe after-hours support. What is the guaranteed response time? How is your afterhours response time structured (e.g., time of day, severity)? What is the average response time? Provide your guaranteed response time for issues dependent upon severity and time of day. How do you propose that the service level agreement be monitored and enforced? Describe any training your organization provides to your clients, including network applications and/or desktop applications. (Or are you affiliated with an organization that provides training to clients?) City of Melissa RFP for IT Services Page 11

13 Describe any systems backup support you offer. Describe any disaster recovery support provided. Describe how major software upgrades would be applied and what upgrades would require additional fees. Describe patch management how software updates and patches are performed both on servers and desktops. Who is responsible for doing updates? How often are they done? If using automated tools, what program is being used to rollout the updates and what programs are being updated? How are network down-times for maintenance scheduled and communicated? Describe how your company would resolve the situation in which one of our servers breaks down during service. Be sure to include time estimates as well. b. Helpdesk and Monitoring Describe your company s remote helpdesk and monitoring setup and how it would serve the City of Melissa. Please address the following in your response: Helpdesk: o Provide helpdesk statistics such as average time to respond to calls, average length of time for successful resolution of issues, the nature of the support calls, etc. o Is it limited to a quota of calls? o What are the helpdesk hours? If they do not cover all our hours of operations, please describe what coverage will be provided for those hours outside of your helpdesk hours. o Who can call the helpdesk? o Is helpdesk staff local? If not, where are they located? **Note preference may be given to DFW Metroplex based helpdesk** o Are helpdesk staff employees of the support company or sub- contracted? o Are helpdesk staff full-time? o What is the skill/certification level of first-level helpdesk staff? o What happens if the helpdesk cannot resolve the problem? Monitoring: o Describe your monitoring tools and strategies to monitor and insure the stability of the computing environment at The City of Melissa. o Describe how these monitoring results would be communicated to The City of Melissa. c. Security Describe your strategy for securing your client s data. Include your company s policies as well as any security certificates that you possess, including the year each was originally obtained. Explain how you will insure that the security clearances required are adhered to. Describe your company s security certification and expertise. Provide details of your company s practices for staying current on regulations, legislation, certifications and compliance. Describe background checks performed for all staff. How does your company stay informed regarding security alerts and/or events? How does your company notify and manage security events for your clients? How does your company manage mobile device security? How does your company ensure best security practices are being followed? Is an annual security assessment and report included in your service? d. Management Deliverables and Reports Include descriptions of any reports used to summarize and provide detailed information for managed services customers. Include sample reports as attachments to the proposal to provide an example of the types of reports that will be provided for this engagement. e. Documentation and Records City of Melissa RFP for IT Services Page 12

14 Describe how you would document and record maintenance, installation, performance, and changes to the system. Describe the documentation that you would make available to The City of Melissa at the end of the contract period. Describe how you would maintain confidentiality in strict conformance with HIPPA and other confidentiality laws and regulations. DETAILED AND ITEMIZED PRICING 1. Include a fee breakdown based on your pricing model - Please address the following in your response: a. What is the pricing model? Fixed fee, hourly rate, hybrid, other? b. Are monthly/quarterly costs increased or decreased due to environmental changes? If so, please describe (i.e. adding or removing servers or users). c. Based on the City of Melissa s current support requirements provide your company s ongoing monthly/quarterly fees and what is included. Address specifically the following (and feel free to include anything not included in this list) if not included, please provide any separate fees the City would incur: On-site time Helpdesk support After hours support Response time/problem resolution time Travel time Vendor management Training for City users Project Management OS/Application Upgrades Additional equipment, applications, and/or users Special requests and/or projects beyond the Scope of this RFP Regular in-person business review Regular reporting on system health in business terms Response to major system problems or outages d. Describe work and related costs that are specifically excluded from the contract (i.e. any optional ongoing services or project fees). APPENDIX: COMPANY OVERVIEW Provide the following for your company: 1. Official registered name (Corporate, D.B.A., Partnership, etc.), Dun & Bradstreet Number, address, main telephone number, toll-free numbers, and facsimile numbers. 2. Key contact name, title, address (if different from above address), direct telephone and fax numbers. 3. Person authorized to contractually bind the organization for any proposal against this RFP. 4. Brief history, including year established and number of years your company has been offering managed services and/or applications support. 5. Disclosure of any actual or potential conflicts of interest and any pending lawsuits. APPENDIX: STAFFING 1. Provide an organizational chart of your company that reflects reporting relationships. 2. Include biographies and relevant experience of key staff and management personnel. 3. Describe the qualifications and relevant experience of the types of staff that would be assigned to this contract by providing biographies, dates hired by your company, and dates of relevant experience and any certifications for those staff members; indicate the number of staff that are available to provide these services. 4. Describe your annual staff retention rate during the past three years. 5. Describe your job requirements for helpdesk staff. 6. Describe your staff development and training programs. 7. Provide a statement whether or not the company conducts background checks on all IT personnel. City of Melissa RFP for IT Services Page 13

15 All staff working on Police Department information systems shall submit to a full fingerprintbased background check to satisfy Criminal Justice Information Systems (CJIS) security policy and must comply with the requirements outlined in the CJIS Security Addendum. This information will be forwarded to the State of Texas for all clearances as required. Vendors will not incur any costs other than their own staff time for this vetting process. APPENDIX: REFERENCES 1. Provide three to five current references for which you perform similar work references ideally should include the following: a. The organization your company has supported for the longest period of time. b. A client whom you recently started supporting (within the last 12 months). c. An organization comparable to City of Melissa in size and requirements. d. At least one governmental agency within the State of Texas, if you have any such clients. 2. Provide the following information for each reference: a. Owner/Chief Executive s name. b. Organizational representative who served as to the day to day liaison during the contract engagement. c. Organizational representative s telephone number and/or address. d. Number of years your organization has provided Managed IT Services for each reference. APPENDIX: EMERGING TECHNOLOGIES Describe your philosophy, strategy and experience in relevant emerging technologies to include but not limited to Cloud Applications and Infrastructure (Private/Hybrid), Virtualization, BYOD/MDM, and VDI. APPENDIX: OTHER VALUE ADDED SERVICES OFFERED Provide a summary of all other value added services that your company can offer that are outside the scope of the stated RFP. This may include but not limited to: Audio Visual Technology Services Physical Security (Access Control, Cameras, etc.) VoIP Phone Management, Administration, and Support Hardware and Software Lifecycle Management Document Management and Workflow Solutions Procurement Services Financial Services (equipment leasing) Document Imaging and Print Management Services Network Security Assessment (Penetration Testing) Internal Cable Plant Installation and Maintenance Web Hosting City of Melissa RFP for IT Services Page 14

16 SCOPE OF WORK REQUIREMENTS The company awarded this RFP will work with the Assistant to the City Manager to provide a seamlessly integrated system of support for all IT services as follows: Provide fully qualified personnel that can perform the required work under this agreement resulting from this RFP. o Individuals shall be trained on the latest versions and releases of any product required to perform their services before they perform the work for the City of Melissa. o Personnel shall be available during normal business hours: Monday Friday, 8:00 a.m. to 5:00 p.m. with a guarantee of no more than a 2-hour response time for instances that may occur outside normal business hours for emergency purposes. Include a detailed description of each major type of work being requested of the vendor. information that is provided will be held in strict confidence. The proposal should address each of the following: All Scope of Work The following shall consist of the Scope of Work for network support, security, networking, and general IT services: Network support, security, networking, and general IT services shall be based upon the contents of the following section DESCRIPTION OF ENVIRONMENT AND EXISTING INFRASTRUCTURE : Network support, security, networking, and general IT services shall include: Unlimited on site and remote support for all server, workstation, network peripheral, and City issued mobile devices; o Our hours of operation are primarily 8:00 a.m. to 5:00 p.m. Monday through Friday. However, the Police, Fire and Public Works departments provide services before and after normal hours of operation and some are on duty 24/7. Additionally the Melissa Public Library is open after 5:00 p.m. and open on Saturdays. o Optional Emergency Support Services Proactive maintenance; Data backup monitoring and reporting; Network health, CPU utilization, disk space utilization, and security reporting to be provided monthly; Quarterly in-person review of provided services with client services representative; Monthly reporting on tickets (No. opened, closed, & pending) and status update on outstanding issues or projects; Helpdesk support; Create and maintain documentation of physical and logical network, server and service applications; Vendor Management; Software license tracking and reporting; City-issued Mobile Device support (onsite or remote); Disaster/file recovery; Onsite support of current environment; City of Melissa RFP for IT Services Page 15

17 Additional Scope of Work Procure, implement and maintain anti-virus, anti-malware, anti-spyware, comprehensive security solution for all servers, desktops/laptops, and City issued mobile devices. Provide, implement, and maintain data backup and file recovery solution. Provide, implement, and maintain Archiving and e-discovery Solution for existing Exchange System. Provide, implement, and maintain Disaster Recovery and Offsite Backup Solution. Comprehensive IT systems planning and budgeting; Assist City of Melissa Staff in the creation, implementation, and maintenance of an IT Strategic Plan. Network support, security, networking, and general IT services identified above shall be billed quarterly for all network and IT infrastructure, associated maintenance and remote support, and on site support. City of Melissa RFP for IT Services Page 16

18 DESCRIPTION OF ENVIRONMENT AND EXISTING INFRASTRUCTURE The following information should be used to determine the scope of work and provide pricing for this engagement. NUMBER AND TYPE OF USERS Approximate numbers City of Melissa currently has 30 full-time and 15 part-time staff members. Additionally there are 7 City Council members and approximately 25 volunteer firefighters that utilize the City s OWA. Standard Office Workers (MS Outlook , 1 productivity App/DB, Office) - 20 Power Knowledge Workers (MS Office/Adobe Pro, Multiple Productivity Apps/DBs) - 5 Executive (Mayor and City Manager) - 2 Council Members (MS Outlook Web Access Only) - 6 Field Police Officers (mainly use in-car laptops but also have patrol PCs) - 6 Fire Admin ( , MS SharePoint, office use, FireHouse Cloud db) - 6 Fire Volunteers (primarily just MS Outlook Web Access for and SharePoint; some occasional office use) - 25 OPERATING SYSTEMS The breakdown of the operating systems is as follows: Servers: o MS Windows Server 2008 Standard 1 (Application Server) o MS Windows Server 2008 R2 Standard 2 (Exchange and Domain Servers) o MS Windows Storage Server 2008 R2 Standard 1 (NAS) o MS Windows Server 2012 R2 Standard - 1 (Fire Server) Desktops/Laptops: o MS Windows 7 Professional (ability to upgrade to Win 8 on newest replacements) o MS Windows XP Professional (isolated singular use machines planned for replacement in FY15) o Linux Ubuntu Userful Library Patron Stations 2 Core PCs with 12 zero clients (currently under 3 rd party support contract) HARDWARE Servers: Exchange Server o Dell R520 (Quad Core with 32GB RAM + RAID 10 of 6 x 15k HD) o Current Backup Data Set Size: 265GB (Includes approximately 70GB mail store) Domain Server o Dell R520 (Quad Core with 32GB RAM + RAID 10 of 6 x 15k HD) o Current Backup Data Set Size: 165GB Application Server o HP ML350 (Quad Core with 12 GB RAM 32 bit OS + 2 x RAID 1) o Current Backup Data Set Size: 600GB (includes PROGRESS and SQL DBs) Melissa Fire Server (Domain Controller at Fire Station) o (SystemMax Small Office DC) NAS/SAN: Dell NX400 NAS (4 x 2TB) 1 o 7.5GB Engineering Document Storage and 2.25TB iscsi targets for server backups City of Melissa RFP for IT Services Page 17

19 Router / Firewall / Security Appliances: Cisco IAD managed by CBeyond (City Hall, Fire Station, Public Works) - 4 Sonicwall NSA Sonicwall TZ215W (Fire Station) 1 Sonicwall TZ205W (Public Works) 1 Barracuda Spam Firewall 200 (SpamFilter) - 1 Network Switches/ Wireless AP: 3Com 4500G 48 Port Gigabit POE Switches - 3 HP port Gigabit POE switch (Fire Station) - 1 D-Link 16 port Easy Smart Gigabit Ethernet Switch (library) - 1 Security System -1 VoIP Cross talk switch 1 DESKTOPS/LAPTOPS The City of Melissa has adopted a standard configuration for desktops and/or laptops for various levels of users and has implemented a 4 year replacement cycle with an associated IT Workstation Replacement Fund. The recent network assessment identified approximately 55 desktops and/or laptops (Dell Optiplex & Latitude, and Panasonic Semi-toughbooks). Additionally limited support is required for 5 in-car police Toughbooks that have current 3 rd party support contracts. MOBILE DEVICES City issued iphones 6 City issued Android Tablets - 3 PRINTERS There are multiple departments with networked printers. Other departments have individual printers hooked to PCs or are networked to Multifunctional Devices for printing, scanning and faxing. The recent network assessment identified the following: Larger MFPs shared by multiple users and under 3 rd party support contract 5 Smaller work-group or personal use 24 INTERNET SERVICE PROVIDER The City of Melissa currently utilizes CBeyond as our ISP with the following configuration: 3 x T-1 City Hall 1 x T-1 Library 1 x T-1 Fire Station: connectivity to City Hall via SonicWall IPsec VPN 1 x T-1 Public Works: connectivity to City Hall via SonicWall IPsec VPN City is considering a possible future upgrade to Fiber-based ISP service at City Hall and connectivity to Fire Station and Public Works via Fixed Wireless connectivity solution. The City of Melissa utilizes Exchange 2010 Standard, Outlook Web Access, and Exchange Active Sync. City of Melissa RFP for IT Services Page 18

20 SOFTWARE Different departments utilize different proprietary software to meet their specific needs. These include but are not limited to the following: Mix of MS Office 2007 and 2010 (Standard and Professional), and 2013 (Home and Business) Libre or Open Office Windows Web Services 3.0 (Sharepoint) Police and Fire Departments SQL 2005 Standard AVR (Progress SQL) Utility Billing MCRS (uses SQL 2005) Municipal Court MIP Abilia (uses SQL 2005) Finance Firehouse Cloud Fire Department Singularity (Document Management) Administration LMRS (Library Cloud) - Library Crimesoft/File Maker Pro Police Department Topaz Security Access/Card Reader Program MISCELLANEOUS NETWORK CONNECTIVITY NEEDS Security NVR Viewer (network connectivity only) AV Equipment (Network Connectivity only) IP Security Cameras & Card Readers (Network Connectivity Only) Samsung VoIP Phone System and Phones (Network Connectivity/Quality of Service Only) Lightwild Light Controller (Cellular Data Connectivity at Water Tower) Userful Library Patron computer access (network connectivity only, under 3 rd party support contract) City of Melissa RFP for IT Services Page 19