Managed Services. Request for Proposal. February 19, Version 1.1

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1 Managed Services Request fr Prpsal February 19, 2014 Versin 1.1 1

2 Cntents 1 Overview...3 Abut Cnnect fr Health Clrad (C4HCO)...3 Overview and backgrund infrmatin:...3 List f remte managed services bth current and future...3 Organizatin and Lcatin Diagrams RFP Administratin Timeline...5 RFI crdinatin and requests fr clarificatins...5 Evaluatin criteria:...5 Delivery f the prpsal...6 Structure and cntent fr the prpsals: Detailed Requirements...7 Managed services...7 Specific area f technical expertise:...8 Ticketing system and alert prcesses:...9 Service Level Agreements:...9 Mnitring and prfessinal services:...9 Financial stability and capacity t perfrm: Security and Privacy Services Request fr Pricing and Duratin f Services Prvided Netwrk & Telephny Infrastructure Service Center Wrkstatin and Equipment

3 1 Overview Abut Cnnect fr Health Clrad (C4HCO) Cnnect fr Health Clrad Missin The missin f C4HCO is t increase access, affrdability and chice fr individuals and small emplyers purchasing health insurance in Clrad. C4HCO is intended t reflect the unique needs f the state, seek Clrad-specific slutins, and meet the gals f access, affrdability and chice by facilitating the access t and enrllment in health plans in the individual market and include a small business health ptins prgram (SHOP) t assist small emplyers and facilitate the enrllment f their emplyees in health plans ffered in the small emplyer market. Overview and backgrund infrmatin: C4HCO is currently sliciting a cmprehensive prpsals fr Level 1 Help Desk Service and Supprt fr netwrk management and infrastructure supprt, wrkstatin equipment supprt, and Vendr Management applicatin supprt. These managed services and supprt are specifically fr C4HCO s tw service centers lcated in Clrad Springs and Denver. This wuld nt include C4HCO s rganizatin technlgy infrastructure r shared services. List f remte managed services bth current and future Prvided belw is a summary list f the mnitring and management services that C4HCO is utsurcing. The service prvider must ensure a high level f business cntinuity fr ur envirnment n a Mnday Saturday 7:00 AM 8:00 PM Muntain Time schedule during peak peratins fr the pen enrllment perid. Staffing and custmer supprt vlumes are lwer during nn-pen enrllment perids and shrter business hurs will apply. Mre specific infrmatin n the list f services ut fr bid is included in the RFP Requirements Sectin 3 and a restricted appendix which will be released nce a nn-disclsure agreement has been executed. Summary verview f the existing services: Managed applicatin servers (Windws 2008): Mnitring f the OS and cnnectivity, trubleshting and reslving hardware issues, sftware updates, patch management, cnfiguratin, capacity planning, mnitring and perfrmance tuning services. Managed database cluster (SQL Server 2008): Requested services include; database perfrmance management, applicatin mnitring, alerting, patching, failver and lad balancing. There are 3 SQL instances currently running n the cluster. Managed virtual server envirnment (VMware 5.1): Mnitring f the OS and cnnectivity, trubleshting and reslving hardware issues, sftware updates, patch management, cnfiguratin, capacity planning, mnitring and perfrmance tuning services. Applicatin mnitring: Applicatin mnitring utside f the standard server mnitring (e.g., windws services, web services, web sites, etc.). 3

4 Managed SAN strage (EMC VNX5300): Multiple TB f RAID5 space shared acrss multiple physical and virtual servers within the envirnment. Managed ruters (Cisc): Respnsible fr netwrk mnitring, management, cnfiguratin changes, trubleshting, and replacing any failures n the ruters. Managed switch devices (Cisc): Respnsible fr netwrk mnitring, management, cnfiguratin changes, trubleshting, and replacing any failures n the switch. Managed backups & restre services (Netbackup): Respnsible fr daily, weekly and mnthly backups. Verify the successful disk t disk and disk t tape backups and prviding status ntificatins t custmer. Als includes prviding data and file restre services. (Nte: Backups cntaining Federal Tax Infrmatin need t meet IRS 1075 requirements) Replicatin f backup data t yur site In place f ur current tape backup prcess, we wuld like t explre replicatin f ur backup data t yur site. Cnnect fr Health Clrad is pen t alternative backup slutins t accmplish the abve. (Nte: Backups cntaining and data transfers cntaining Federal Tax Infrmatin need t meet IRS 1075 requirements) Internet Service Prvider: Prvide ISP services fr all inbund and utbund traffic. Includes mnitring f traffic and bandwidth utilizatin. Ability t prvide burstable bandwidth t ensure the necessary level f respnse time during peak perids. Hsted security and firewall: Prvide firewall security fr all external traffic, intrusin detectin, virus prtectin, denial f service attacks, unauthrized access and security threat analysis. Hsted VPN services: Remte access services fr user accunts. Hsted FTP services: Secure FTP services fr file transfer. Wrkstatin supprt services: Prvide supprt f wrkstatins, laptps, scanners and printers. Mve, Add and Change requests: Prvisin accunt requests and/r cmmunicate status f requests as vendrs prvisin requested services. Enterprise Applicatin supprt requests: Triage and rute supprt requests t slutin prviders fr CRM, telephny and applicatins and manage cmmunicatins f status thrugh reslutin. services: Manage Micrsft Exchange server. Active Directry services: Manage active directry servers, dmain cntrllers and grup plicy bjects. Future managed services under cnsideratin: Disaster recvery and data replicatin services Autmated device cnfiguratin management Autmated device patch and update management Cisc VOIP system management. Migratin t MARS-E versin 2.0 4

5 Organizatin and Lcatin Diagrams The belw diagram prvides a high-level view f the different lcatins making up the Cnnect fr Health Clrad Service Center envirnment, as well as the cre netwrk and telephny infrastructure in place t supprt the envirnment: See Restricted Appendix 2 RFP Administratin 2.1 Timeline Cnnect fr Health Clrad will adhere t the fllwing timeline fr cmpletin f the RFP: Cnnect fr Health Clrad RFP Released February 21 st, 2014 Respnding Service Prviders Clarificatin Q & A Prpsal Submissin Cnnect fr Health Clrad / Service Prvider Q&A & Evaluatin February 24 th thrugh March 3 rd, 5:00 PM MT March 7 th, 5:00 PM MT March 10 th thrugh March 20 th, :00 PM MT Award Date March 24 th, 2014 RFI crdinatin and requests fr clarificatins Respnding Service Prviders shuld direct all questins t and C4HCO is cmmitted t prvide a respnse within five business days f the request. C4HCO will review all cmpleted prpsals and respnd t the bidding Service Prvider by March 7 th, :00 PM MT. Service Prvider respnses must be received within 5 business days f C4HCO transmitting the fllw-up questins. C4HCO request each respnding Service Prvider submit by certified mail 4 hard cpies f their prpsal t 98 Inverness Drive East Denver, CO (Attn: Rland Salinas). T be eligible fr cnsideratin all hard cpies must be received n later than March 7 th, 5:00 PM MT. In additin, Service Prviders shuld send a digital cpy t Rland Salinas at and T be eligible fr cnsideratin all digital cpies must be received n later than March 7 th, 5:00 PM MT. Evaluatin criteria: Prvided belw are sme f the key cnsideratins fr C4HCO evaluatin f the prpsed slutins and vendrs. Understanding ur needs and sundness f the slutins t the requirements utlined in the prpsal. Prven managed services fferings that can be prvided fr the services requested. 5

6 Adaptability and flexibility f yur slutins t supprt ur needs ging frward (e.g., access t technical resurces, emplyee additins, center expansins, assistance with technlgy implementatins and architecture planning). Specialized staffing expertise in the areas f SQL cluster management, netwrk lad balancing, Windws server and IIS, VMware, Cisc and netwrk management. Ability t migrate ur current envirnment t a new managed services slutin. What is methdlgy? Custmer satisfactin. Preference fr vendrs that fcus n the mid-size market which is cnsidered as < 500 agents seats. Prpsal csts, bth initially and nging. Financial stability. Security and Privacy cmpliance. Delivery f the prpsal C4HCO request each respnding Service Prvider submit by certified mail 4 hard cpies f their prpsal t 98 Inverness Drive East Denver, CO (Attn: Rland Salinas). T be eligible fr cnsideratin all hard cpies must be received n later than March 3 rd, 5:00 PM MT. In additin, Service Prviders shuld send a digital cpy t Rland Salinas at T be eligible fr cnsideratin all digital cpies must be received n later than March 3 rd, 5:00 PM MT. Structure and cntent fr the prpsals: Please rganize yur prpsal int the sectin as listed belw. 1. Cver page Include cmpany name, address, primary cntact and cntact infrmatin 2. Respnding persn cntact infrmatin Prvide cntact infrmatin fr the persn respnsible fr managing and respnding t the C4HCO RFP. 3. Respnse t the detailed requirements in Sectin 3 Please be as specific as pssible with yur respnses t the requirements sectin. Any additinal infrmatin that yu feel is relevant but was nt specifically requested shuld be presented in the appendix f yur prpsal. 4. Pricing Please prvide the pricing infrmatin as utlined in Sectin 4. Prvide the specifics n hw yur services are priced fr each area. The quantity infrmatin in this sectin is prvided t assist with scpe and pricing. 5. Cmpany Overview Prvide an verview f the cmpany with cmpany histry, emplyee cunt (full time vs. cntract), cmpany visin and future plans. 6. Custmer references Prvide at least three custmer references f size and scpe similar t C4HCO. Include the cmpany name, cntact persn, cntact infrmatin, services rendered, date f services rendered, length f yur business relatinship and any ther relevant infrmatin. 7. Subcntractrs - If the Service Prvider intends t subcntract prtins f the prducts r services, the prpsal shall include specific designatins f the tasks t be perfrmed r deliverables t be prduced by the subcntractr. The subcntractr shall be required t prduce firm and staff qualificatins t demnstrate their ability t prvide the prduct r service. The subcntractr qualificatins shall be 6

7 presented in a separate sectin f the prpsal. Cpies f any teaming agreements planned t be executed between the Prpser and subcntractr(s) shall be included in the prpsal. The Prpser is required t certify and warrant all subcntractr wrk. At this time C4HCO is nly accepting service cmpanies with resurces based in the United States. C4HCO will nt accept any ffshre resurces. 8. Cmpliance - All respnding Service Prviders must be in cmpliance with MARS-E regulatins which can be fund n the Centers fr Medicare & Medicaid Services website ( 9. Technlgy plans - All Service Prviders must prvide an utline f yur physical and technlgy plans, including tls, applicatins, high-level architecture diagrams and technlgy radmaps. 10. Organizatin Structure Prvide an rganizatinal chart depicting the staffing mdel and hw the wrk wuld be structured between teams. Prvide prfiles f management team members with phts and experience summary. 11. Describe alignment and cmpliance with ITIL. Outline hw the ITIL service areas are managed including tls utilized fr Capacity Management, Service Cntinuity and Availability, Service Level Management/Reprting, Release Management (including Patch Management), Incident Management, Prblem Management, Cnfiguratin Management and Change Management. 12. Federal grant requirements - All Service Prviders must be cmpliant with all Federal grant requirements. 13. Backgrund checks - All Service Prviders must prvide emplyee and cntractr backgrund checks. 3 Detailed Requirements Please prvide respnses t the fllwing questins. Managed services Fr each f the services listed belw, prvide the fllwing infrmatin: 1. D yu prvide this service fr existing custmers? 2. Describe what is cvered r nt cvered? 3. If yu d prvide the service please rate yur level f expertise n a scale f 1 t 5 (1 indicates that yu have sme level f experience, 5 indicates that yu are fully prficient with prviding this service and/r have certificatin level engineers n staff specific t this area f expertise). Managed applicatin servers (Windws 2008): Remte mnitring f the OS, cnnectivity, trubleshting and reslving hardware issues, s/w updates, patch management, cnfiguratin, capacity planning, mnitring and perfrmance tuning services. Managed database cluster (SQL Server 2008): remte database perfrmance management, applicatin mnitring, alerting, patching, failver and lad balancing. There are 3 SQL instances currently running n the cluster. 7

8 Managed virtual server envirnment (VMware 5.1): Remte mnitring f the OS, cnnectivity, trubleshting and reslving hardware issues, s/w updates, patch management, cnfiguratin, capacity planning, mnitring & perfrmance tuning services. Applicatin mnitring: Applicatin mnitring utside f the standard server mnitring (e.g., windws services, web services, web sites, etc.). Managed SAN strage (EMC VNX5300): Remte management f this device and prvisin space as needed. Managed ruters and switches (Cisc): Remte netwrk mnitring, management, cnfiguratin changes, trubleshting, & replacing any failures n the ruters r switches. Managed backups & restre services (Netbackup): Daily, weekly and mnthly backups. Verify the successful disk t disk and disk t tape backups and prviding status ntificatins t custmer. Prviding data and file restre services. Replicatin f backup data t yur site Ability t replicate ur backup data t yur site. C4HCO is pen t alternative backup slutins t accmplish the abve. Internet Service Prvider: ISP services fr all inbund and utbund traffic. Includes mnitring f traffic and bandwidth utilizatin. Ability t prvide burstable bandwidth t ensure the necessary level f respnse time during peak perids. Hsted security and firewall: Firewall security fr all external traffic, intrusin detectin, virus prtectin, denial f service attacks, unauthrized access and security threat analysis. Hsted VPN services: Remte VPN access services fr user accunts. Hsted FTP services: Secure FTP services fr file transfer. Wrklad analysis and capacity planning: Ability t practively prvide these services. Architecture planning: Ability t prvide architecture planning including ptins fr c-lcatin and / r leased equipment as cmpnents f ur envirnment cme up fr replacement. Specific area f technical expertise: Prvide infrmatin n the level f in-huse staff expertise in the fllwing areas including certificatins where applicable. Windws Servers + IIS / Web master Micrsft SQL cluster / DBA skills VMware Cisc Symantec Netbackup Web server Netwrk Lad Balancing Interactive intelligence r ther call center ruting technlgies Telephny infrastructure including sessin brder cntrllers Specific experience wrking with lcal telephny and netwrk service prviders 8

9 Ticketing system and alert prcesses: Describe yur ticketing system and prcess (e.g., the submissin, assignment, custmer fllw-up, etc.)? Is yur ticketing system accessible by C4HCO (i.e., is there an ability t view ur tickets thrugh a secure nline prtal)? Is their mbile custmer access t yur ticketing system? Can ntificatins t C4HCO be custmized by service (e.g., can the cntact persn and ntificatin prcess vary depending n the type f issue)? When calling with a critical issue, are there any special prcesses that allw fr immediate access and respnse r d yu have t wait yur turn in the ticket queue? Describe yur prblem escalatin prcedures fr critical issues and hw C4HCO is kept infrmed thrughut the prcess? Describe the ntificatin prcess and service level expectatins utside f nrmal business hurs? Is the ticketing system tightly integrated with a Service Catalg that can prvide reprting based n the services prvisined? Service Level Agreements: Describe the service level agreement ptin(s) fr the services requested? Hw d yu prvide cmmunicatin n Service Standards results? Mnthly (r weekly as requested by client) types r reprts n SLAs incidents, prblems? What service level guarantees are ffered? Prblem severity / types and definitins f severities. Describe the respnse time standards fr the varius types f incidents reprted? Des the service prvider have an assigned technical supprt team wh is knwledgeable f the Cnnect fr Health Clrad envirnment r are tickets assigned t whever is available? Can Cnnect fr Health Clrad request specific technical resurces fr certain tickets? If a supprt ticket needs t be pened with a third party vendr (e.g., Interactive Intelligence, Level 3 r Century Link), is the service prvider respnsible fr these csts? Hw quickly d yu engage vendr supprt? What is yur prcess when SLAs are nt met? Is there cmpensatin fr Failure t Meet Service Level Guarantees Mnitring and prfessinal services: What suite f s/w tls d yu use fr remte mnitring f devices (e.g., servers, switches, ruters, strage area netwrk, etc.)? Describe hw yu prvide fr Mnday Saturday 7:00 AM 8:00 PM Muntain Time schedule mnitring f ur envirnment (e.g., d yu have staff mnitring custmer envirnments arund the clck, d yu rely n alerts after hurs, etc.)? 9

10 What level f access (if any) des the Service Prvider have fr the devices under third party management (e.g., des C4HCO have access t view ruter and switch cnfiguratins)? Describe yur change management prcess, including methds fr backing ut changes that d nt functin as planned? D yur cre cmpetencies include disaster recvery? Explain the n-barding prcess fr new custmers and hw yu g abut learning the custmer s envirnment? Explain the level f dcumentatin (prcess + architecture and hw yu keep these dcuments up t date) n the custmer s architecture envirnment and hw this is kept up-t-date? Is there a mnthly review with the custmer t discuss issues, status and practive recmmendatins as well as 3 mnth planning and 6 mnth planning and adjustments? Is this included as part f yur service ffering? What types f management r mnitring reprts are available fr custmers? Financial stability and capacity t perfrm: If requested, are yu willing t prvide a cpy f financial statements fr the past tw years? Is yur cmpany currently fr sale r invlved in any transactin t expand r t becme acquired by anther business entity? If yes, please explain. Is the cmpany currently in default n any lan r financial agreement? If yes, explain. Are there any circumstances that culd affect yur ability t perfrm if selected? Describe any circumstances under which a cntract was cancelled in the past three years. Security and Privacy Services Develp, deply, and perate administrative, physical, and technical cntrls in supprt f MARS-E and IRS 1075 requirements as well as C4HCO plicies. Practices shuld leverage existing plicies and prcedures and technlgies. Cnduct a gap analysis f existing vendr practices versus security and privacy requirements and present a plan fr gap clsure within 9 mnths. Prvide a security and privacy resurce fr the analysis and crdinatin f peratinal, maintenance, and develpment activities as they relate t system security and privacy. Supprt peridic security and privacy assessments and audits. Participate in an integrated C4HCO security and privacy team t include inputs t infrmal daily and weekly reprting as well as frmal mnthly and quarterly reprting. Participate and integrate with C4HCO enterprise practices t include but nt limited t change management, incident respnse, mnitring. Ensure staff cmplete required security and privacy training. Rutinely maintain, update, and where necessary create required security and privacy dcumentatin with emphasis n the Privacy Impact Assessment, System Security Plan, and Security Prcedures Reprt. Existing dcumentatin shuld be leveraged as a starting pint. Acceptable submissin f each f the dcuments is required within 6 mnths f award. 10

11 Develpment and rutine maintenance f netwrk, cmmunicatin, and interface drawings and ther representatins such that impact analysis f prpsed changes and suspected breaches can be cnducted. 11

12 4 Request fr Pricing and Duratin f Services Prvided As per the awarded cntract, the Service Prvider agrees t prvide Cnnect fr Health Clrad the prcured services at a cst nt t exceed the stated cst in the Service Prviders respnse t this RFP. The Service Prvider agrees that all expenditures necessary fr the prcured Help Desk Service and Supprt and Vendr Management slutin are detailed in the Prject Cst Frm. All csts must be fixed and in writing and guaranteed fr n less than 6 (six) mnths. The matrix belw utlines the cmpnents f C4HCO prductin envirnment that we want t have remtely managed. Please prvide a service catalg with the specifics n hw yur services are priced fr each area. Explain if this service catalg is integrated int the ticketing system and what reprts will be prvided. The quantity infrmatin belw is prvided t assist with scpe and pricing. This list des nt represent all servers and devices within ur envirnment. C4HCO staff will be respnsible fr the management f all ther devices. Netwrk & Telephny Infrastructure See Restricted Appendix Service Center Wrkstatin and Equipment All wrkstatins (excluding guest hteling machines) have Windws 7 Pr perating system, Symantec Endpint Prtectin and MS Office, Oracle CX and Interactive Intelligence applicatins installed. Managerial and administratin machines may have additinal applicatins such as MS Prject, MS Visi, Cisc Virtual Bx, WinZip and Hyland Onbase. The fllwing is an inventry f wrkstatin and equipment by lcatin. See Restricted Appendix 12

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