REQUEST FOR PROPOSAL IT MANAGED SERVICES

Transcription

1 REQUEST FOR PROPOSAL IT MANAGED SERVICES Prpsals are invited by the Infrmatin Technlgy Department, 24 Nrth Amherst Rad, Bedfrd, New Hampshire by 4:30 PM ET n Mnday, December 14, 2015 fr the furnishing f the fllwing t the Twn f Bedfrd, New Hampshire: The twn is seeking a qualified Managed Service Prvider (MSP) t deliver bth practive and reactive supplemental IT services. Cpies f the Request fr Prpsal may be btained nline at r frm the Infrmatin Technlgy ffice between the hurs f 8:00 am and 4:30 pm ET. Tw (2) hard cpies f yur prpsal shall be submitted in a sealed package clearly marked RFP fr Managed Services with the name and address f the prpser n the utside f the package. Prpsals delivered after the appinted time and date will be rejected. The Twn Manager reserves the right t cancel any request fr prpsals, t reject in whle r in part any and all prpsals when it is deemed in the best interest f the Twn f Bedfrd, NH t d s. Respnses will be pened at the Twn Offices n Tuesday, December 15, 2015 at 9am. Submit prpsals t: Direct all questins regarding this RFP t: Twn f Bedfrd, NH Finance Office 24 Nrth Amherst Rad Bedfrd, New Hampshire Nate Gagne IT Systems Manager ngagne AT bedfrdnh.rg 1

2 1 PURPOSE AND OBJECTIVE The Twn f Bedfrd wishes t partner with an established, prcess-driven MSP wh can supplement the twn s full-time IT Systems Manager. The twn understands and appreciates the value that a qualified MSP can prvide cmpared t additinal FTEs. IT is a critical cmpnent f the twn, and is used daily by every department. There is a strng fcus n reliability, resiliency, and security, and the twn cntinues t imprve service delivery every day. 2 THE TOWN OF BEDFORD, NH Bedfrd, New Hampshire, fifty miles frm Bstn and adjacent t the state s largest city f Manchester, is viewed as an upscale residential twn with a ppulatin f apprximately 22,000. Althugh t majrity f Bedfrd is residentially zned, it als has a thriving mix f cmmercial, prfessinal services, medical ffice facilities and industrial and majr and lcal retail. One f the gals f the redevelpment f the web site is t prvide timely ecnmic develpment infrmatin. Bedfrd is frtunate in that it has a highly-educated ppulatin with many emplyed in technical areas and prfessinal services. Bedfrd places a high degree f imprtance n educatin and has a highly regarded schl system. 3 CURRENT ENVIRONMENT There are five primary lcatins where IT services are delivered: Twn Offices Safety Cmplex (Plice, Fire, Building and Health) Library Bedfrd Cmmunity Televisin (BCTV) Highway Garage The plice and fire departments perate 24x7x365; all ther lcatins are generally 8x5. There are apprximately 130 wrkstatins and a similar number f users. There are ver 20 virtual servers and 4 physical hsts. The envirnment is largely Windws-based, with several utility Linux servers. Private single mde fiber cnnects the Safety Cmplex, library, BCTV, and the twn ffices. A site-t-site VPN cnnects the Highway Garage with the rest f the netwrk. The twn uses several line-f-business applicatins. Experience with sme r all f the fllwing prducts is highly desirable: Munis IMC/Perfrm Firehuse 2

3 4 REQUIRED SERVICES AND CERTIFICATIONS T be cnsidered in the bid selectin prcess, the vendr must prvide the services listed belw and detail cmpliance with each item as part f the respnse. 24x7x365 help desk (state SLA respnse times, bth during and utside nrmal business hurs) Prfessinal Services Autmatin (PSA) & Remte Management and Mnitring (RMM): list platfrms used. The twn requires access t bth platfrms t manage assets and leverage autmatin tls. Ad-hc prject services, including architecture and implementatin Strategic planning and frecasting Disaster Recvery and Business Cntinuity planning Purchasing and prcurement services via established relatinships with VARs and OEM channels The required minimum certificatins align with the twn s needs. Please indicate hw many staff hld each certificatin. Cisc CCNA VMware VCP DV 5 Micrsft MCSA Windws 7 Micrsft MCSA Windws Server 2012 All vendr staff with remte r physical access t plice systems must submit t a limited scpe backgrund investigatin and als hld r be able t btain CJIS Level 3 certificatin prir t the cntract start date. Preference will be given t respndents whse staff already hld this certificatin. 5 REQUIRED INFORMATION AND PROPOSAL CONSTRUCT Each bidder must furnish the infrmatin requested in this sectin in rder fr their bid t be cnsidered. Cmpany Prfile Cmpany verview and summary Cmpany histry Office lcatin, including business address Demnstrated cmpany financial stability Staffing levels fr help desk, prject, and accunt management teams Other certificatins, municipal sftware experience, and service fferings nt already listed 3

4 Prtfli Prvide a list f at least 5 current and 2 frmer clients, preferably municipal and gvernmental agencies that have been Managed Services clients within the past 3 years. Each rganizatin listed must include cntact infrmatin (including address and telephne number). These rganizatins will be cntacted fr references. Services Prvide a cmplete descriptin f the services prvided, including Service Level Agreement terms, guaranteed respnse times, and exclusins. Please utline yur 24x7 n-call apprach. Prvide examples f similarly cmplex envirnments and prjects Understanding f Terms and Apprach The prpsal must include a brief statement demnstrating yur understanding f the wrk t be perfrmed. It must identify the designated cntact persn (and their direct phne number and address) fr all cmmunicatins regarding this RFP prcess. A letter, signed by an authrized cmpany principal, must be prvided and cntain a statement by the respndent accepting all terms, cnditins, and requirements cntained in this RFP and affirming that the respndent s representatins in its prpsal are cntractual cmmitments t which it is bund. The prpsal shuld utline the apprach and include a timeline fr nbarding, with a delineatin f tasks/activities required f Twn staff. Prpsal and Pricing Tw hard cpies f yur prpsal shall be submitted in a sealed package clearly marked RFP fr Managed Services with the name and address f the prpser n the utside f the package. Prpsals delivered after the appinted time and date will be rejected. The Twn Manager reserves the right t cancel any request fr prpsals, t reject in whle r in part any and all prpsals when it is deemed in the best interest f the Twn f Bedfrd, NH t d s. The price prpsal must be submitted in a separate sealed envelpe and reference tw separate charges: first, a fixed-fee r nt-t-exceed sum that includes all managed services perfrmed between the hurs f 8am and 5pm Mnday-Friday, and excluding prjects, fr a twelve mnth term; the secnd, the standard hurly and afterhurs rates fr all services nt cvered by the preceding line. List all guarantees and warranties ffered by the vendr t its clients. Prpsals must be valid fr a perid f 120 days frm the due date. All RFP respnses will be cnsidered cnfidential infrmatin and will nt be available fr public viewing until the cntract is awarded. Cntract This RFP, the successful vendr s prpsal, an executed cntract and assciated pst-due date crrespndence will frm the basis f the relatinship between the Twn and the vendr. 4

5 If an award is made as a result f this RFP, it shall be awarded t the respndent whse prpsal is mst advantageus t the Twn f Bedfrd with price and ther factrs cnsidered. These include respnses t the RFP questins; demnstrated technical ability and expertise; system perfrmance; respndent financial stability; reference calls and/r recmmendatins; memberships, licenses, ISO Certificatins r any ther applicable membership r certificatins; presentatins t the evaluatin team (if applicable); nsite visits at vendr s site (if applicable), prduct samples which the Twn f Bedfrd may, at its discretin, request as part f the RFP prcess; any additinal criteria deemed apprpriate by Twn f Bedfrd which wuld lend itself t establishing the Service Prvider s viability t perfrm the wrk as utlined in this RFP. The Twn f Bedfrd may require all vendrs/business partners t prvide financial statements fr the past tw years t determine each vendr s financial ability t prvide lng term service fr the Twn f Bedfrd. Prpsals will becme public recrd and thse dcuments that are cnfidential r trade secrets must be marked accrdingly. Vendr shall secure and maintain in effect thrughut the term f this agreement insurance adequate t meet its bligatins hereunder including, but nt limited t wrkman s cmpensatin, prperty and liability, and autmbile, naming the Twn as an additinal insured and shall prvide the Twn with certificatin f such prir t the start f wrk. Shuld funds nt be apprpriated t pay the amunts due under the Agreement fr any future fiscal perid, the Twn shall have the right t terminate the Agreement n the last day f the fiscal perid fr which funds were available, withut penalty r additinal expense, prvided that written ntice is received at least thirty (30) days prir t the start f the fiscal perid fr which the funds were nt apprpriated. Onging service agreements included with the RFP must include specific perfrmance respnse times and financial penalties fr the vendr if Service Level Agreement cmmitments are nt met. Vendrs must take great care t ensure that sufficient infrmatin has been prvided t allw the Twn f Bedfrd t evaluate the technical slutin being ffered, any ptins prpsed, pricing f all fferings, and all supprting infrmatin, technical dcumentatin, references and pints f cntact, crprate capabilities, etc. Vendrs understands that if, in the pinin f the Twn f Bedfrd, a prpsal cntains false r misleading infrmatin f any kind, r des nt cntain sufficient detail t fully evaluate the technical slutin r prpsed price, the Twn f Bedfrd reserves the right, in its sle discretin, t reject the prpsal. Vendrs als understand that if the infrmatin prvided des nt supprt a functin, attribute, capability r cnditin as prpsed by the vendr, the Twn f Bedfrd may reject the prpsal and any wrk cnducted t that pint wherein the vendr assumes the sle respnsibility f said wrk and r related expense. Vendr understands that any mdificatins t the questins in this RFP by the bidder may result in immediate rejectin f that prpsal. 5

6 Vendr understands that the Twn f Bedfrd reserves the right t award a cntract withut further discussins r clarificatin with vendrs. Thus, the cntents f the RFP respnse and all pricing, terms and statements cntained therein will be binding upn vendr. Upn acceptance f the prpsal by the Twn f Bedfrd, the successful prpsal, including all terms, cnditins and pricing cntained therein, will be incrprated int the awarded cntract. Vendr understands that failure f the ptentially successful ffer r t accept this bligatin may result in the selectin f anther ffer r rejectin f the submitted prpsal. Vendr must take great care t respnd t all requirements f this RFP t the maximum extent pssible. Vendr must clearly identify any limitatins and/r exceptins t the requirements inherent in the prpsed system. Vendr further understands that alternative appraches will be given cnsideratin if the prpsed apprach clearly ffers increased benefits t the Twn f Bedfrd and satisfies all requirements set frth herein. The Twn f Bedfrd reserves the right t refrain frm cntracting with any vendr. The release f this RFP des nt cmpel the Twn f Bedfrd t purchase. Vendrs may withdraw a prpsal that has been submitted at any time up t the prpsal clsing date and time. T accmplish this, a written request signed by an authrized representative f the vendr must be submitted t the RFP Cntact. The vendr may submit anther prpsal at any time up t the prpsal clsing date and time. The Twn f Bedfrd is nt liable fr any csts incurred by vendrs in the preparatin and presentatin f prpsals and demnstratins and r needs analysis, site assessments submitted in respnse t this RFP. All materials submitted by the vendr in respnse t this RFP becmes the sle prperty f the Twn f Bedfrd upn receipt f the prpsal. The material cntained in these respnses will be appended t the final cntract, further defining the cntractual respnsibilities f the vendr. The Twn f Bedfrd shall nt reimburse any vendr fr the cst f respnding t this RFP. Any dcumentatin that is t be cnsidered cnfidential must clearly be identified as cnfidential r it will becme part f the public recrds f the Twn f Bedfrd. Vendrs frm Bedfrd shuld identify themselves as such if they wish this factr t be cnsidered in the award prcess. The vendr shall, fr the duratin f the cntract, emply n a full-time basis n less than three staff each hlding at least ne f the certificatins listed in Sectin 4. At the twn s request, as part f the RFP prcess, awarding f the bid, r during the cntract term, the vendr shall supply prf f any and all claimed certificatins. Upn cntract terminatin r by written directive frm the twn s IT Systems Manager r Twn Manager, the vendr shall immediately remve all means f access, including but nt limited t remte cnnectins and user accunts. 6

7 The vendr agrees t make available fr review (subject t nn-disclsure) by the twn s IT Systems Manager r Twn Manager a cpy f their security plicy and/r ther dcumentatin relevant t cntrlling access t the twn s netwrk. The vendr will cmply with the mre restrictive f either their wn security plicy r the twn security plicy. Upn discvery f any suspected r cnfirmed breach f secure r cnfidential infrmatin that pertains t the twn, including but nt limited t credentials, the vendr will immediately ntify the twn s IT Systems Manager first by telephne, then in writing. Such cmmunicatin will detail what infrmatin was affected, and what steps have been taken t ensure that n unauthrized access t the twn s netwrk has r will ccur. The twn s purchasing plicy requires cmpetitive bids; the vendr understands that the twn may be required t purchase gds and services nt cvered by this cntract frm ther vendrs. 7