Managed Information Technology Services For the Town of Moraga

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1 Request for Qualifications Managed Information Technology Services For the Town of Moraga Deadline for Submittal: Wednesday, December 5, 2012 No later than 2:00 p.m. Prepared by: Stephanie Hom Administrative Services Director October 31, 2012

2 1.0 INTRODUCTION The Town of Moraga is issuing this Request for Qualifications ( RFQ ) for managed information technology services for the Town s government organization. Accordingly, the Town of Moraga is inviting businesses and firms to respond to this RFQ. Included in this RFQ is a draft scope of services and other information describing this potential opportunity. All questions pertaining to this RFQ should be directed to: Stephanie Hom Administrative Services Director Town of Moraga 329 Rheem Blvd. Moraga, CA Phone: (925) The due date and time for this RFQ is Wednesday, December 5, 2012 at 2:00 p.m. 2.0 BACKGROUND The Town of Moraga is a municipal organization with approximately 35 employees, including office staff and field staff (Police and Public Works). Employees are housed in three (3) different locations and maintain additional facilities. The Town-wide infrastructure contains basic network shares connecting approximately 22 workstations (including laptops) running on Windows XP Professional. Electronic mail runs on Microsoft Exchange Server The Town s telephone and voice mail system is a VoIP (voice over Internet Protocol) PBX phone system serviced by Silicon Connections. The server is connected to the Internet through Comcast Business Services. The Town s website at runs on the Adobe Business Catalyst solution. The Town s financial and payroll system runs on Springbrook software. The Police Department, located at 329 Rheem Blvd., is connected to the Contra Costa County Sheriff s Office via a dedicated T-1 line serviced by the County, and also links into Contra Costa County s Automated Regional Information Exchange System (ARIES). For public safety reports and records management, the Police Department uses EIS (Executive Information Services, Inc.). The Planning and Public Works/Engineering departments have GeoMedia software from Intergraph for the Town s geographic information system (GIS). The Parks and Recreation Department uses Rec1, a web software enabling customers to register for classes and events online; and for Town staff to manage the registrations. 2

3 3.0 ESTIMATED BUDGET RANGE AND TIMELINE The Town has budgeted approximately $70,000 annually for its IT needs, including managed information technology services, website maintenance and telephone needs. The Town desires to engage in a multiple year contract for these services. 4.0 OBJECTIVE The objective of this RFQ is to collect information to assist the Town is securing a firm to serve as its Information Technology Department that is highly responsive, effective and affordable. Customer service, maintaining an efficient IT infrastructure, and affordability are highly desired qualities of an outsourced IT department. 5.0 SCOPE OF SERVICES a. Help Desk Support Provide immediate, first-level computer support to Town staff related to desktop operating system, office productivity applications, printing problems, electronic mail and basic connectivity problems, and smartphone usage for Town-related business. Maintain on-call status for support of IT system on 24/7 basis, 365 days per year. Carry out effective and transparent tracking and follow-up on issues that are not resolved immediately by Help Desk or remote access assistance. b. Network and PC Support Monitor and manage IT system, including servers, switches, routers, firewalls and wireless access points. Apply patches, service pack and virus definition, anti-spyware and related updates as available and necessary. Procure, plan and install new servers, storage systems, backup systems, network equipment, workstations, printers and peripherals as needed. Install/troubleshoot networked copiers, printers, scanners, and phones. Maintain equipment on regular basis, including regular analysis, routine configuration changes, and updates/patches. Setup alert notifications so that appropriate Town personnel are notified of network, utilization or performance issues. Maintain hardware and software inventory, as well as required licensing and data transfer. Troubleshoot connectivity and system problems in a timely manner. Manage application and data storage and backup system. Manage data recovery system with minimal loss in operational downtime in the day-to-day circumstance or in the event of a natural disaster. Support and maintain network documentation and procedures. Assist Town with implementing and maintaining end-user policies and procedures consistent with a streamlined and efficient network and data storage system. Work to inform and implement network and software improvements as desired and directed. 3

4 c. Security Manage all network equipment including switches, firewalls, routers, and other security devices. Maintain all network equipment and data in a physically secure environment. Maintain virus protection programs on servers, electronic mail and Town computers and laptops. Perform security audits and notify Town personnel immediately of suspected breaches of security or instruction detection. Configure and maintain network to enable remote access in a secure environment and provide remote access administration as requested by designated Town personnel. Manage permissions to network and shared folders, as well as accounts for electronic mail, etc. Work with independent financial auditor on IT related issues. d. Strategic Planning Provide technical leadership for network and PC technology needs. Maintain inventory of hardware and software. Plan, recommend and estimate costs for replacement and/or upgrades, and ensuring that current and future recommendations align with budget realities and Town objectives. Plan, manage and implement services for major system enhancements, including network and server upgrades, provider changes, storage system upgrades, redesign of backup systems, etc. e. Emergency Preparedness and Support Provide assistance in developing an IT infrastructure for emergency response (e.g., Emergency Operations Center) in the event of a significant natural disaster. Provide staff to support an Emergency Operations Center when/if the center is activated. f. Telecommunications Provide and manage VoIP telephone services. Manage and support effective operation of automated greeting and directory system. Troubleshoot connectivity, directory and voice mail issues. g. Web site Maintenance Manage and maintain the Town s website(s). Provide ongoing administrative maintenance. Provide analytics and recommend improvements to improve usability. Maintain archive system. Manage and apply software updates as necessary. h. Public Access / Video Streaming Project Assess and recommend public meeting access solution, (i.e., broadcast and/or video-streaming of Town Council meetings). Prepare project plan and cost estimates. Implement project. 4

5 6.0 RFQ SUBMITTAL AND REQUESTED INFORMATION Submittals should include: a. Introduction: provide a brief letter of introduction transmitting all RFQ information and including the firm s principal place of business, name and contact information; b. Services/Experience: provide a profile of services proposed and experiences performing these in comparable organizations; c. Quality Control/Quality Assurance: provide a statement outlining the method of personnel screening to determine the qualifications, professional demeanor, and work ethic of firm s personnel. Include listing of key staff members who will be assigned to this contract and provide a brief description of their abilities, qualifications, and experience. d. References: provide at least three (3) client references; e. Proposed Services and Fees: provide a listing of services to be provided and associated fees. Please designate fees that are a flat fee (e.g., all inclusive fee for specific services) versus those on a per task or hourly basis. f. Submit three (3) copies of your proposal to: Stephanie Hom Administrative Services Director Town of Moraga 329 Rheem Blvd. Moraga, CA Deadline for Submittal: Wednesday, December 5, 2012 No later than 2:00 p.m. The Town of Moraga will evaluate the responses based on the qualifications, experience, and apparent reasonableness of the proposed services and fee structure. The Town of Moraga retains the right to negotiate the final proposed fee schedule, prior to recommending any respondent to the Town Council for a contract award. 7.0 SELECTION PROCESS The Town of Moraga will conduct a formal selection process to determine the best qualified firm to meet the Town s IT needs, as follows: a. The Town of Moraga shall call for a RFQ from all interested and qualified firms; b. The RFQs will be evaluated based on selection criteria such as: Service delivery approach; Professional qualifications and experience providing similar services to other public agencies; Quality control / quality assurance, including customer service Staff experience Cost c. The best qualified firm(s) that will be invited for interviews; d. Firms will be ranked. 5

6 e. The top ranked firm will be invited to enter into contract negotiations with the Town of Moraga. When services and fees are agreed upon, the selected firm will be recommended to the Town Council for contract approval. If negotiations are not successful, then the Town will enter into negotiations with the next ranked firm until an agreement for services and fees acceptable to the Town and firm are reached. This RFQ does not commit the Town of Moraga to pay for any direct and/or indirect costs incurred in the preparation and presentation of a response. All finalists shall pay their own costs incurred in preparing for, traveling to and attending the interviews. The Town of Moraga reserves the right to accept or reject this proposal in part, or in its entirety. 8.0 TOWN REQUIREMENTS a. Non-Discrimination Clause All contracts with the Town of Moraga contain a non-discrimination clause, in which the contractor agrees not to discriminate and to comply with all applicable state and federal regulations governing equal employment opportunity. b. Insurance The selected firm will be required to maintain general liability insurance in the minimum amount of $2,000,000 and automobile liability in the minimum amount of $1,000,000 to cover claims arising out of the performance of the contract. The general liability and automobile insurance must name the Town, its officers, agents, volunteers and employees and additional insureds. c. Workers Compensation Insurance The selected firm shall maintain workers compensation insurance in accordance with state requirements. Sole proprietors are not required to carry Workers Compensation insurance. d. Firm staff assigned and potentially working with the Town of Moraga will be required to pass a background investigation (e.g., Live Scan) prior to working with the Town of Moraga. 9.0 PRINCIPALS AND REJECTION STATEMENT Firms are advised that the Town of Moraga will only deal with the principals or their designated agents with regard to this RFQ. Furthermore, it is to be understood by the principals and their agents that the Town is not obligated to accept any proposal or to negotiate with any proposers and the Town reserves the right to accept the proposal, which in its sole opinion, will best serve the public interest. Additionally, Town reserves the right to negotiate simultaneously with more than one firm, if in the Town's sole opinion, the Town believes that simultaneously negotiating with more than one firm is in the best interests of the Town OWNERSHIP OF SUBMITTED MATERIALS All proposals and related materials received by the Town become its property and may be returned only at the Town s option. 6

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