Services that will be provided to the City include:

Transcription

1 The City is requesting proposals from qualified professional network support firms for Information Technology Support Services. The qualified vendor will enable the City to improve and maintain Information Technology (IT) effectiveness, enhance its quality of service delivery, minimize support costs, and maximize return on investment. The vendor will be within proximity to the City of Westbrook to be able to provide onsite services and on call services with a reasonable response time as agreed upon with the City of Westbrook. Preference will be given to a vendor within 10 miles of the furthest City building that will be serviced under this agreement as the vendor will be required to be on call for Public Safety needs 24/7. The City currently runs a Windows based infrastructure with 21 virtual servers running on XenServer on 3 HP DL380 servers, 1 physical server, approximately 140 desktops/laptops/thin clients supporting approximately 250 users located at 8 sites. Servers run Windows Server 2003, Server 2008 and Server 2012 with client workstations running Windows XP, Windows 7, and several thin client machines. The servers are located at the Public Safety building with fiber connecting the Public Safety Building to City Hall, the Walker Memorial Library, the Sewer and Wastewater Division and a connection to the Westbrook Community Center and the Public Services Building over a layer 2 Time Warner fiber network. Time Warner business class cable modems connect the Fire Station 3 and the Public Safety Garage facility with the Public Safety. The vendor must offer a full range of information technology services including onsite network support, infrastructure and desktop services. These services include but are not limited to: Asset acquisition, management, tracking, and reporting Server integration, maintenance, upgrades, and support services End-user workstation installation, configuration, maintenance, and upgrades Infrastructure support Support of miscellaneous network equipment, such as firewalls, routers, and VPN connections Management of 3 rd party vendor contracts Assistance in budget development and presentation Assistance in bid management and awards, project management and implementation Coordination between the City of Westbrook and other municipalities that utilize shared resources

2 Strong emphasis will be placed on the vendor s ability to manage network services and server software. Additional consideration will be given to an organization with experience in servicing and managing software including but not limited to: Citrix XenServer & Xenapp Windows Server Microsoft SQL Server 2005 Microsoft Exchange 2003/2010 Acronis ESET Nod32 Accufund Accounting Software Munis IMC FireHouse Trio Employee Appraiser Petrovend Vendor must have Engineers or Technicians on staff certified in Citrix Xenserver, Citrix XenApp, Microsoft Exchange, Windows Active Directory and Networking. Vendor must have the ability to integrate hardware and software, proven assessment management and tracking capabilities, excellent technical skills, a strong customer service focus and strong communication skills. Services that will be provided to the City include: 1. The City is seeking an annual contracted price to monitor, support, and maintain the City s servers and systems. The price for these services shall include the following: Fixed price agreement on labor Flexible coverage options up to 24/7 Support via telephone or remote access within one-hour for mission critical and down production systems and on-site support within 4 hours for mission critical and down production systems After hour support available for Dispatch with an ability to be onsite within 2 hours of mission critical down system After hours support available for occasional needs from City employees to include setup of special locations for presentations and other City needs Hardware and operating system support for equipment in warranty and out of warranty Support for Citrix Xenserver and Xenapp Support for Acronis Backup Solutions Support for Exchange 2003 and Exchange 2010 Support for SQL and PervasiveSQL Management of Fortimail Spam filtering appliance

3 Remote monitoring and support Recovery from server crashes Restoration of OS, data, or applications Server health and performance reports Remote software updates including patching, hotfixes, and security releases, a plus The equipment to be included in contract and coverage expected is listed below: Sonicwall Firewall NSA 4500 Sonicwall Firewall TZ210 (2) Fortimail anti-spam appliance JetStor SANs HP DL380 (3) HP DL360 Physical and 1 Virtual Domain Controller 8x5 Virtual Servers 8x5 Physical Servers 24x7 Physical Servers 8x5 Vendor must document all work performed on City servers. Monthly status reports will be provided upon request showing work performed, performance measures, disk utilization, etc. 2. On-Site Support In addition to the contracted support services on the servers and firewall, the vendor will also provide on-going network maintenance services. If the additional services are not covered under the contracted server price, the services may need to be billed at an hourly rate. Hourly billing rates shall be included in RFP response. The following are examples of additional services that may need to be provided: Server Health Checks including patching, monitoring, rebooting, etc. Maintenance of switches, routers, firewalls Software upgrades and updates Server upgrades and updates PC/Laptop/Printer/Thin Client installation and maintenance Maintenance and service of cruiser systems to include coordination with cellular wireless provider to ensure cruiser connectivity for IMC Troubleshooting equipment/performance issues Providing assistance as needed with miscellaneous projects (server or user based) Maintenance of virus protection program

4 3. Personnel Personnel providing services under the contract resulting from this RFP must be fully qualified to perform the required work. A designated engineering team is preferred. All personnel on-site and remote will be required to pass the Department of Justice s criminal background check before performing any work in the Public Safety building. Support and Response Times Define response times and cost for the following: Technical Support a. Standard service call support (M-F; 8:00a.m. 5:00p.m.) b. Emergency call support (response outside standard service hours; must be available 24x7) c. Factory service and warranty support Response Times a. Phone response for standard service call support b. Procedure when phone support does not resolve the Standard problem, including response times c. Phone response for emergency call support d. Procedure when phone support does not resolve the Emergency problem, including response time e. Vendor s definition of an Emergency call-out Considerations for support: Is there an available helpdesk with someone to pick up the phone from 8-5 and is help desk support available for network services and workstation services? When is support typically available (indicate times)? How are calls documented and tracked? How will on-site and remote support reports be provided, and in what timeframe? Do you provide remote support sessions? Describe your problem escalation process? Provide pricing for server support contract as listed under section - Servers and Firewall Hourly rate for site visits outside pre-scheduled visits Hourly rate for after-hours, emergency response visits Identify any additional discounts for multi-year agreements Payment schedule for technical services Bid schedule: The bid will be posted on the City s website and on the Maine Municipal Associations website on May 2 nd, 2014 and will be posted for three weeks.

5 Bids will be due via to the Comptroller, Alicia Gardiner, by 10 am May 23 rd and also must copy the City Clerk, Lynda Adams ) Finalists will be notified Tuesday, May 27 th and will be scheduled for a mandatory interview with the selection committee on Wednesday, May 28 th. Vendors are reminded to keep this date available should they be selected for an interview. The committee will collectively make a recommendation to the city council and the selected party will be notified May 30 th. First reading for the award of bid will be on June 2 nd, with a second reading to follow at a separate city council meeting. The contract will begin on July 1 and will be valid for a period of three years (ending June 30, 2017). The City reserves the right to discuss with the vendor extending the contract should the parties find the arrangement mutually beneficial. Additional Information The bid committee will be comprised of the following individuals: Alicia Gardiner, Comptroller Michael Foley, Vice President of Westbrook City Council Greg Hamilton, Director of Communications Greg Post, Deputy Director of Community Services Tina Radel, Station Manager Chris Dorman, Technology Trainer for Walker Memorial Library Any and all questions related to the RFP must be made in writing via to Alicia Gardiner (agardiner@westbrook.me.us) and will be answered via within two business days.