Castaic Lake Water Agency Memorandum

Transcription

1 ITEM NO. 4 Castaic Lake Water Agency Memorandum To: Finance and Administration Committee November 10, 2014 From: Subject: Valerie L. Pryor Administrative Services Manager Recommend Approval of Resolution for Contract with X-act Technology Solutions, Inc. for As-Needed Information Technology Support Services SUMMARY Staff recommends a contract with X-act Technology Solutions, Inc. for as-needed information technology support services. Staff recommends a three-year contract that would provide comprehensive network and security management and comprehensive server administration on a monthly basis (managed services), and would also provide as-needed technical expertise for special projects to address peak workloads and to cover staff absences. Staff estimates a cost of up to $150,000 per year for combined managed services ($129,600 per year) and as-needed work. Based on this, staff recommends a total amount not-to-exceed $450,000 for the three year term of the contract. In addition, staff recommends include two options to renew for one year each at a cost not-to-exceed $150,000 per year. DISCUSSION The Agency uses a technology firm to provide monthly managed services (server administration) and asneeded technical expertise for special projects to address peak workloads and to cover staff absences. The current contract expires on December 31, Selection Process To assist with the selection process, the Agency engaged a technology planning firm (Mindboard) to guide the selection process and assist the Agency in analyzing the vendors responses and information. The attached Request for Proposal (RFP) was issued to various vendors interested in providing technology support services to the Agency. The RFP was posted on the Wholesale and Retail websites and electronic notifications of the RFP were sent to sixteen vendors listed on the potential technology vendors list. The RFP was advertised in The Signal newspaper on August 24, 25 and 26, A pre-proposal conference was held on August 28, 2014 and all bidders were encouraged to attend. Four proposers attended the conference held at RVWTP. Two proposals were received. A panel of three Agency employees and Mindboard reviewed the proposals and interviewed both firms. Proposal Analysis The two proposals were evaluated in four functional areas ability to provide managed services, ability to provide as-needed services, vendor s qualifications and cost assessment. Mindboard analyzed the information in the two proposals and developed sub-functional areas to ensure that data was being analyzed in a comparable manner. Mindboard and staff scored the two proposals as shown in the attached Mindboard report. Based on this scoring, staff recommends the contract be awarded to X-act Technology Solutions, Inc. (XTS). The XTS proposal demonstrated a more tailored approach to the Agency s specific technology needs and also provided lower pricing. 1

2 Proposed Contract The primary work provided by the contract would be in the form of comprehensive network and security management and comprehensive server administration on a monthly basis (managed services). The Agency currently receives limited server monitoring services from the current technology support firm. The new contract would provide comprehensive monitoring of the Agency s firewall system, network security system, networking infrastructure and server administration. This would provide approximately 120 hours of service per month at a cost of $129,600 per year. The proposed contract would also provide as-needed technical expertise for special projects to address peak workloads and to cover staff absences. The hourly rates are $55 for normal business hours and $82.50 for non-business hours. It is difficult to estimate the amount of these services and the associated cost. To cover both the managed services and the as-needed hours, staff estimates a cost of up to $150,000 per year. Based on this, staff recommends a total amount not-to-exceed $450,000 for the three year term of the contract. In addition, staff recommends that the contract include two options to renew for one year each at a cost not-to-exceed $150,000 per year. Note that the RFP and proposals include an option for full-time helpdesk support. The Agency is currently procuring these services through temporary staffing so this cost is not included in the proposed contract. FINANCIAL CONSIDERATIONS The estimated annual cost of this contract is $150,000. Managed services are budgeted in the Operating Budgets for both Wholesale and Retail. As-needed work would be funded by the appropriate cost center depending on the project. RECOMMENDATION That the Finance and Administration Committee recommends the Board of Directors adopt the attached resolution authorizing the General Manager to enter into a three-year contract with X-act Technology Solutions, Inc. for as-needed technology support services in an amount not-to-exceed $450,000 with two options to renew for one year each at a cost not-to-exceed $150,000 per year. VLP Attachments 2

3 RESOLUTION NO. RESOLUTION OF THE BOARD OF DIRECTORS OF THE CASTAIC LAKE WATER AGENCY DIRECTING AWARD OF A CONTRACT TO X-ACT TECHNOLOGY SOLUTIONS, INC. FOR AS-NEEDED INFORMATION TECHNOLOGY SUPPORT SERVICES WHEREAS, the Agency uses a technology firm to provide comprehensive network and security management and comprehensive server administration on a monthly basis (managed services) and as-needed technical expertise for special projects to address peak workloads and to cover staff absences; and WHEREAS, the current contract expires on December 31, 2014 and the Agency solicited proposals from qualified vendors through a Request for Proposals process; and WHEREAS, the proposals were scored in four functional areas: (1) ability to provide managed services, (2) ability to provide as-needed services, (3) vendor s qualifications and (4) cost assessment; and WHEREAS, X-act Technology Solutions received a better score based on a more tailored approach to the Agency s specific technology needs and also provided lower pricing; and WHEREAS, the Board finds, after considering the recommendation of staff, that X-act Technology Solutions, Inc., offers as-needed technology support services that meets Agency needs. NOW THEREFORE, BE IT RESOLVED, that the Board of Directors of the Castaic Lake Water Agency does authorize the General Manager to execute a three-year contract in an amount not to exceed $450,000 with X-act Technology Solutions, Inc., with two options to renew for one year each at a cost not-to-exceed $150,000 per year. 3

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5 Assistance with Information Technology Support Services Vendor Proposal Evaluation and Selection October Trade Center Place, Suite #235, Sterling, VA Phone: (267) , 5

6 Assistance with IT Support Services Vendor Proposal Evaluation & Selection Table of Contents I. Executive Summary... 3 II. Activities Conducted... 4 A. Preliminary Review of Vendor Proposals... 5 B. Analysis of Vendors Specifications... 8 C. Cost Assessment D. Reference Validation E. Financial Worthiness F. Vendor Demonstrations Evaluation G. Vendor Evaluation Summary III. Appendix P age

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8 Assistance with IT Support Services Vendor Proposal Evaluation & Selection I. Executive Summary Castaic Lake Water Agency (CLWA) issued a Request for Proposal number I on August 18, 2014 to solicit proposals from qualified IT service providers to offer a full range of Information Technology (IT) managed and project based services in a response to the Agency s technology needs. Proposals from vendors were due for submission to CLWA by September 11 th, The Agency received responses from two (2) IT Support services providers: Datalink Networks, Inc and X act Technology Solutions, Inc. Mindboard s role in this process is to help CLWA in analyzing the vendors responses and in providing the facts that will enable the Agency to make a prudential selection of the most qualified vendor based on their specific business and technology requirements. Mindboard would like to thank the Castaic Lake Water Agency for the opportunity to provide decision making insights that will guide CLWA management to select an IT Support Services vendor that ensures reliable and efficient as needed assistance that best fulfills CLWA s unique demands. Enclosed within this report, we have provided a comprehensive analysis of Datalink Networks Inc. and X act Technology Solutions Inc. proposals based on twenty eight (28) specifications grouped into four (4) main functional areas totaling 200 points: Ability of the Vendor to Provide Managed Services (60 points), Ability of the Vendor to assist with As Needed IT Support Services (60 points), Vendors Qualifications to Perform the Services Requested by CLWA ( P age

9 Assistance with IT Support Services Vendor Proposal Evaluation & Selection points) and Cost Assessment (40 points). The complete proposals from the two IT Support services vendors were thoroughly reviewed, analyzed, and compared to each other based on the best available objective information contained within the proposals (e.g. project approach to complete the services from the proposed scope of work, compliance with the established performance standards, guaranteed response time, qualifications of the firm and proposed project team, etc.). Vendor proposal s deviations and exceptions from those requested in the RFP are duly noted. We believe objectively evaluating the proposals from a common baseline is crucial in providing a fair analysis that will determine which vendor is capable of delivering the best overall value and return on investment (ROI) to CLWA in terms of offering an IT Support services vendor that provides reliable services, enhance the current IT service delivery process, optimize the existing IT systems and proposes a cost effective and reasonable pricing structure. II. Activities Conducted In order to independently review the proposals received from the potential vendors and assist Castaic Lake Water Agency s Evaluation Committee to select an IT Support Services contractor that fully meets the technology and business requirements of CLWA, Mindboard performed a number of analyses to evaluate the proposals on an even scale. To ease the initial review process, Mindboard utilized previously developed evaluation criteria presented in the RFP document. The proposals were examined for their completeness and compliance with the requirements in each of the following categories: Ability of the Vendor to Provide Managed and As Needed IT Support Services, Vendors Qualifications to Perform the Services Requested by CLWA and Cost Assessment. Each of the evaluation requirements was decomposed into smaller elements which provided us the avenues to conduct a comprehensive quantitative and qualitative analysis of the received vendor proposals. Specific to this IT Support Services Solicitation, Mindboard performed the following analysis activities: 9 4 P age

10 Review all proposals based on the Evaluation Criteria Assistance with IT Support Services Vendor Proposal Evaluation & Selection Review and assess whether the vendor s proposed project approach to provide IT Support services satisfactorily meet the technology and business requirements of CLWA Identify whether the vendor s qualifications, related experience and project team credentials are sufficient to determine the contractor s ability to perform the requested services Review the cost proposal and conduct a comprehensive analysis of the vendor s proposed cost Identify hidden cost elements that will need further clarification from the vendor Verify whether each vendor proposed all required components specific to the IT Support services listed in the RFP s scope of work A. Preliminary Review of Vendor Proposals Two vendors, namely, Datalink Networks Inc and X act Technology Solutions (XTS) responded to CLWA s RFP to solicit qualified IT Support services contractor to provide a full range of Information Technology (IT) managed and project based services. An initial review of the proposals indicated that all vendors recommend similar approaches to meet CLWA s needs. However, XTS demonstrated more tailored and detailed managed services and as needed project based approach in a response to the CLWA's specific technology requirements. The following section presents the proposed vendors profiles, summarizing their overall qualifications and experience P age

11 Assistance with IT Support Services Vendor Proposal Evaluation & Selection Datalink Networks Inc. Datalink Networks is a regionally based Systems Integration Company with over 25 years of experience serving Mid Market Enterprise IT requirements in both public and private sectors throughout California. Highlights: Provide services in five main functional areas: Managed Services, Data Center Technology, Unified Communications, Networking Infrastructure, and Cloud Technology. Currently serving as an IT Support Services vendor for a public utility agency located in Valencia, California. Ensure adequate and qualified IT staffing resources, holding various professional industry certifications. Professional Certifications: VCP VMware Certified Professional Company Address NEM Network Engineering and Management Profile Size of the Company Clients References in Similar Engagements Years in Existense Main Contact Info CCNA Certified Cisco Network Associate, Routing and Advanced Network Design CCNP Certified Cisco Network Professional, Routing and Advanced Network Design MASE HP Master Accredited Systems Engineer Datalink Networks Inc. MCITP Microsoft Certified IT Professional, Messaging Exchange Server 2010 MCITP Microsoft Certified IT Professional, Messaging Exchange Server Avenue Stanford Unit A, Santa Clarita CA employees 1 public utilities, 1 county government, 1 public school and 4 private clients 26 years Donald Wisdom, President Phone: don.wisdom@datalinknetworks.net 11 6 P age

12 LHCE HP LeftHand Certified Engineer, SAN/IQ MCSE+I Microsoft Certified System Engineer + Internet, Assistance with IT Support Services Vendor Proposal Evaluation & Selection MCSE Microsoft Certified System Engineer, Windows 2012 Exchange 2013 DCT Dell Certified Technician CLSA Certified Linux System Administrator, Security and Advanced Implementation A+ Certified CompTIA PC Technician, Hardware and Software X act Technology Solutions (XTS) Inc. X act Technology Solutions, Inc. (XTS), a California Corporation, is a provider of Pure IP Voice, IP Telephony, IT Networking, Desktop Computer, Security, Cabling, and Wireless data solutions. Highlights: Provide various IT services including: Network Services, 24 X 7 IT Support, Data Management, Backup Solutions, VoIP Phone Systems, IT Staffing, Data/Voice Cabling, Outsourced Help Desk, Disaster Recovery and Wide Area Wi Fi. A leading provider of IT Support Services in California including twenty two (22) active local public and private clients. Company Profile X act Technology Solutions, Inc. Address 2912 Dunkirk Dr., Oxnard CA Size of the Company Clients References in Similar Engagements Years in Existense Main Contact Info 15 employees 1 city government, 2 public educational institutions and 2 private clients 9 years Adam Skinner, CEO Phone: askinner@xactts.com Ensure qualified professionals certified in a variety of hardware and software applications P age

13 Assistance with IT Support Services Vendor Proposal Evaluation & Selection Professional Certifications: ShoreTel Voip Phone Systems Microsoft Certified HP Certified C 10, Certified California Electrical Contractor B. Analysis of Vendors Specifications As a part of developing the IT Support Services RFP Document, Mindboard defined evaluation criteria for Vendor s Ability to Provide Managed and As Needed IT Support Services, Vendor s Qualifications and Cost Assessment. Based on our prior experience in similar engagements and industry best practices, Mindboard later decomposed every evaluation criterion into smaller elements in order to easily capture all desired IT service level requirements presented by the potential vendors. Mindboard modified and developed 28 specifications for all IT Support services vendors grouped into four (4) major functional areas. For each specification, we assigned a weight which is based on the importance of the specification to CLWA. These weights ranged from 1 to 60. The total possible weighted score for a vendor is 200. The breakdown of the number of specification by each functional area and the total score for each category is presented in the table below: No. Functional Area Number of Specifications in Each Functional Area Overall Weight for Each Functional Area 1 Ability to Provide Managed Services 2 Ability to Provide As Needed IT 6 60 Support Services 3 Vendor Qualifications Cost Assessment P age

14 Assistance with IT Support Services Vendor Proposal Evaluation & Selection Total To calculate a final percentage score for each IT Support Services vendor, we multiplied the total net score for each vendor by the overall weight in each functional category. The following table presents the total number of specifications satisfactorily completed by each vendor, the number of specifications not completed and/or defined, the total weighted score for each vendor, and the percentage score for each vendor. Vendor Name Total Number of Specifications Completed (Out of 28) Total Number of Specifications Not Completed/Defined (Out of 28) Total Vendor Weighted Score (Out of 200) % Score Datalink Networks Inc. X act Solutions Technology Inc % % Datalink Networks Inc. Out of the 28 specifications, Datalink Networks provided 25 completed responses and 3 incomplete/undefined responses in the following functional areas: Ability to Provide Managed Services o The information regarding a specific help desk staffing resource who will be utilized onsite as a full time employee has not been provided Vendor s Qualifications o The qualifications and prior experience of the Technical Project Manager are not defined o Incomplete response to the Technical Project Manager availability requirement This gave Datalink Networks a weighted score of out of 200. (A percentage of 70.7%) 14 9 P age

15 Assistance with IT Support Services Vendor Proposal Evaluation & Selection X act Technology Solutions, Inc. (XTS) Out of the 28 specifications, XTS provided 26 completed responses and 2 incomplete/undefined responses in the following functional area: Vendor s Qualifications o Vendor s requirement related to their prior experience in providing similar services for public utilities is not defined o Incomplete response to the Technical Project Manager availability requirement This gave XTS a weighted score of out of 200. (A percentage of 87.2%) C. Cost Assessment Mindboard reviewed the initial costs proposed by the two vendors. We analyzed the cost structure for each vendor (XTS and Datalink Networks) based on the information provided in the pricing proposals and the follow up request for clarification. The purpose of the cost benefit analysis is to examine each of the cost categories and related benefits in order to compare both vendors. The total cost was divided into two (2) categories: Manages Services and IT Support As Needed Services cost. In addition, each cost category was broken into subcategories to indicate the cost/benefit relationship. Managed Services Cost The Managed Services Cost was determined by each vendor on a monthly basis for a period of 3 (three) years with an option to extend the service for additional the 2 (two) years. The following subcategories were included under the Managed Services Cost: Help Desk Services Cost, Network and Security Management Cost and Server Administration Cost P age

16 Assistance with IT Support Services Vendor Proposal Evaluation & Selection XTS offer approximately 290 hours per month for providing Managed Services (173 hours for Help Desk Support, 70 hours for Network and Security Management and 50 hours for Server Administration) at a cost of $20, for years 1 3 and $21, for optional years 4 5. Datalink Networks offer approximately 190 hours per month for providing Managed Services (168 hours for Help Desk Support, 12 hours for Network and Security Management and 10 hours for Server Administration) at a cost of $13, for years 1 3. The table below summarizes the monthly managed services cost calculated based on the following amount of hours: XTS 290 hours per month for Managed Services Datalink Networks 190 hours per month for Managed Services Managed Services (Monthly Fees) Datalink Networks Years 1 3 Years 4 5 (optional) Years 1 3 XTS Years 4 5 (optional) Help desk Services $9, $9, $9, $10, Network & Security Management $2, $2, $6, $6, Server Administration $1, $1, $4, $4, $13, $13, $20, $21, In order to provide an apples to apples comparison of each vendor s cost effectiveness, Mindboard have developed a summary table based on the assumption that both vendors offer 290 hours per month for Managed Services. Datalink Networks fees to provide 290 hours of Managed Services will increase to $30, per month for years 1 3 which results in 49% higher cost compared to the one proposed by XTS. Managed Services (Monthly Fees) Datalink Networks Years 1 3 Years 4 5 (optional) XTS Years 1 3 Years 4 5 (optional) Difference in Monthly Fees Years 1 3 Years 4 5 (optional) % Increase in Monthly Fees Years 1 3 Years 4 5 (optional) Help Desk Services $9, $9, $9, $10, $ $ % 9.97% 11 P age 16

17 Network & Security Management Server Administration Assistance with IT Support Services Vendor Proposal Evaluation & Selection $12, $12, $6, $6, $5, $5, % 89.00% $8, $8, $4, $4, $4, $4, % 86.70% $30, $30, $20, $21, Help Desk Services Cost Both vendors offer a full time help desk resource onsite (approximately 170 hours/month) along with 24X7 remote help desk support at a similar cost. The monthly fees provided by XTS are 4% higher compared to Datalink Networks for years 1 3. Datalink Network did not provide separate pricing information for the optional help desk support for years 4 and 5. We assume the fees will remain the same. In this case, XTS help desk services fees for the years 4 and 5 have a 10% increase over the ones proposed by Datalink Networks. Montly Fees for Help Desk Services $11, $10, $10, Datalink Networks Years 1 3 $9, $9, $8, $9, $9, $9, $10, Datalink Networks Years 4 5 (optional) XTS Years 1 3 $8, Years 1 3 Years 4 5 (optional) Years 1 3 Years 4 5 (optional) XTS Years 4 5 (optional) Datalink Networks XTS Network and Security Management Cost XTS offer a more comprehensive network and security support by providing 70 hours/per month for years 1 3 at a cost of $6, For the same amount of hours, Datalink Networks services will cost $12,285.00, which is 95% higher over XTS fees. Datalink Network did not provide separate pricing information for the optional network and security management P age

18 Assistance with IT Support Services Vendor Proposal Evaluation & Selection services for years 4 and 5. We assume that the fees will remain the same. In this case, Datalink Networks monthly cost is 89% higher compared to XTS for 70 hours of optional services. $13, $11, $9, $7, $5, $3, $1, Monthly Fees for Network and Security Administration $12, $12, Years 1 3 Years 4 5 (optional) $6, $6, Years 1 3 Years 4 5 (optional) Datalink Networks Years 1 3 Datalink Networks Years 4 5 (optional) XTS Years 1 3 XTS Years 4 5 (optional) Datalink Networks XTS Server Administration Cost XTS offer a more comprehensive server administration support by providing 50 hours/per month for years 1 3 at a cost of $4, For the same amount of hours, Datalink Networks services will cost $8,775.00, which is 95% higher over XTS price. Datalink Network did not provide separate pricing information for the optional network and security management services for years 4 and 5. We assume the fees will remain the same. In this case, Datalink Networks monthly cost is 87% higher compared to XTS for 50 hours of optional services P age

19 Assistance with IT Support Services Vendor Proposal Evaluation & Selection $11, $9, $7, $5, $3, $1, Monthly Fees for Server Administration $8, $8, Years 1 3 Years 4 5 (optional) $4, $4, Years 1 3 Years 4 5 (optional) Datalink Networks Years 1 3 Datalink Networks Years 4 5 (optional) XTS Years 1 3 XTS Years 4 5 (optional) Datalink Networks XTS As Needed IT Support Services Cost The As Needed IT Support Services Cost for each vendor was determined by providing hourly rates during regular and off regular hours for a period of 3 (three) years with an option to extend the service for additional the 2 (two) years. The following subcategories were included under the As Needed IT Support Services Cost: Database Administration and Business Applications Cost, Disaster Recovery and Business Continuity Cost and Special Projects Assistance Cost. The table below summarizes the hourly rates for as needed IT support services provided by both vendors for years P age

20 Assistance with IT Support Services Vendor Proposal Evaluation & Selection Hourly Rates for As Needed IT Support Services $ $ $ $ $ $0.00 $ $ $ $ $ $82.50 $82.50 $82.50 $55.00 $55.00 $55.00 Regular Hours Off Regular Hours Regular Hours Off Regular Hours Datalink Networks Database Administration & Business Applications Disaster Recovery & Business Continuity Special Projects XTS Cost of As Needed IT Support (Hourly Rates) Years 1 3 Database Administration & Business Applications Disaster Recovery & Business Continuity Datalink Networks Regular Hours Off Regular Hours Regular Hours XTS Off Regular Hours Difference in Hourly Rates Regular Hours Off Regular Hours % Increase in Hourly Rates Regular Hours Off Regular Hours $ $ $55.00 $82.50 $45.00 $ % 81.82% $ $ $55.00 $82.50 $ $ % % 15 P age 20

21 Assistance with IT Support Services Vendor Proposal Evaluation & Selection Special Projects $ $ $55.00 $82.50 $ $ % % XTS offer hourly rates for optional as needed IT support services during years 4 and 5 with 18% higher compared to the ones proposed for years 1 3. Datalink Network did not provide separate pricing information for the optional as needed services for years 4 and 5. Total Cost The results from the conducted cost assessment indicate that XTS provide a lower cost for both Managed and As Needed IT Support Services. The vendor offer more comprehensive and detailed managed services assistance by providing 100 additional hours per month compared to Datalink Networks. Additionally, XTS s total managed services cost for years 1 3 is 49% lower compared to the one proposed by Datalink Networks. For as needed ad hoc support services, the difference between both vendors hourly rates during regular and off regular hours varies between 80% 200% which results in substantially higher proposed cost by Datalink Networks. D. Reference Validation As part of the RFP, both vendors were asked to submit client references to whom they had provided similar services in the past. Mindboard developed a Reference Check Questionnaire for CLWA to receive a better understanding of vendors past experiences. The questionnaire contained service related and general vendor performance questions. Mindboard conducted reference verification with five (5) representative clients for each vendor. The table below presents the answers received from the vendor reference check for XTS and Datalink Networks, respectively: 1 Calculated as an average between the lowest and highest rate provided by Datalink Networks for this subcategory. 2 Calculated as an average between the lowest and highest rate provided by Datalink Networks for this subcategory P age

22 Assistance with IT Support Services Vendor Proposal Evaluation & Selection Reference Verification for XTS REFERENCE INFORMATION 1. Client Name 2. Types of Services Provides Montecito Union School District, Montecito, CA XTS assisted with Voip phone system and help desk services (troubling tickets that require specific expertise) Reference Verification XTS City of Hawaiian Gardens, CA XTS provide all IT services (software, hardware, server virtualization) and As Needed IT Support Services Fresno County Public Library, Fresno, CA XTS provide a combination of Services Wi Fi and IT Support Wedgewood Enterprise Corp., El Segundo, CA 3. Project Duration April 2014 June 2014 November 2010 Current March 2013 Current SERVICES 1. Did the vendor provide assistance according to the guaranteed response time? 2. Did the vendor comply with the established performance standards? 3. Did the vendor offered qualified staffing resources? 4. How would you describe vendor's availability to provide services onsite? 5. What type of ad hoc IT Support Services were offered? YES YES YES YES YES YES YES YES YES /phone call response within a day Voip Phone System Support and Configuration Very rapid Implementation of new servers, hardware, switches, firewalls upgrades and any asneeded special request The onsite technician is very helpful and responsive N/A 17 P age 22

23 6. Were there any occasions when the vendor did not provide services according to the established standards? 7. Any major issues/constraints? 8. Did the vendor provide services that meet your needs? VENDOR 1. Most Impressed about Reference Verification XTS that the City may have. NO NO NO NO NO NO YES YES YES Excellent Customer Service, the Technical Project Manager (Mr. Adam Skinner) is a very knowledgeable specialist and responsive within the requested timeframe Quick response 2. Least impressed about N/A N/A 3. How effective was the vendor in providing IT support services, special project assistance and overall project management? Assistance with IT Support Services Vendor Proposal Evaluation & Selection XTS's willingness to provide services at all County's locations and find out how to extract specific data The owner of the company is remote and it is challenging to get a hold of him. Fairly Effective Excellent Very Effective P age

24 Assistance with IT Support Services Vendor Proposal Evaluation & Selection 4. On the scales of 1 to 5, please rate the vendor's performance OTHER Additional Comments Reference Verification XTS 4 out of 5 5 out of 5 4 out of 5 Would recommend the company, very good working relationship and very responsive Would definitely recommend the company, XTS provide a team with very knowledgably and reliable technicians Would recommend the company, they provide services according to library's unique requirements Would recommend the company, however the contact person is traveling internationally and was not able to complete the reference verification questionnaire Reference Verification for Datalink Networks 19 P age 24

25 Assistance with IT Support Services Vendor Proposal Evaluation & Selection REFERENCE INFORMATION 1. Client Name 2. Types of Services Provided Reference Verification Datalink Networks Valencia Water Company, Valencia, CA Network Management and General IT Support Services County of Santa Barbara, CA 3 US Healthworks, Valencia, CA 4 Birmingham Charter High School Lake Balboa, CA 5 3. Project Duration 2012 Present SERVICES 1. Did the vendor provide assistance according to the guaranteed response time? 2. Did the vendor comply with the established performance standards? 3. Did the vendor offered qualified staffing resources? 4. How would you describe vendor's availability to provide services onsite? YES YES YES Always provide onsite resources as requested 3 The reference client was contacted but was not able to respond to the reference verification questionnaire in the requested timeframe. 4 The reference client was contacted but was not able to respond to the reference verification questionnaire in the requested timeframe. 5 The reference client was contacted but was not able to respond to the reference verification questionnaire in the requested timeframe. 20 P age 25

26 Assistance with IT Support Services Vendor Proposal Evaluation & Selection 5. What type of ad hoc IT Support Services were offered? 6. Were there any occasions when the vendor did not provide services according to the established standards? 7. Any major issues/constraints? 8. Did the vendor provide services that meet your needs? VENDOR 1. Most Impressed about 2. Least impressed about Reference Verification Datalink Networks Assistance with special IT projects Develop requirements for Agency's accounting system, Evaluate other Agency's systems, Provide updates for Agency's customer service system, technical assistance with website support NO NO Yes, the vendor provides services that exceeds Agency's requirements The Agency is most impressed about the staff resources, very knowledgeable technicians, good working relationship, and excellent communication with the staff onsite Confusing billing documents (invoices and work orders) 21 P age 26

27 Assistance with IT Support Services Vendor Proposal Evaluation & Selection Reference Verification Datalink Networks 3. How effective was the vendor in providing IT support services, Very effective special project assistance and overall project management? 4. On the scales of 1 to 5, please rate the vendor's performance 5 out of 5 OTHER Additional Comments N/A 22 P age 27

28 Assistance with IT Support Services Vendor Proposal Evaluation & Selection E. Financial Worthiness Mindboard evaluated the financial worthiness of both vendors. According to the financial statements provided by XTS for years 2011, 2012 and 2013, the company is performing an increase of revenue at approximately 47% from year 2011 to 2012 and 41% from year 2012 to Based on the XTS s revenue figures, the company is considered financially stable with growing operations and client base. Respectively, Datalink Networks s revenue decreased with 26% from year 2012 to 2013 and stabilized in 2014 presenting a 23% increase over the previous year. Currently, the company has between employees and its revenue is approximately $3.6 million. F. Vendor Demonstrations Evaluation As a final step in the evaluation process, CLWA conducted onsite demonstrations with both vendors. The presentations were held at CLWA location and followed a common agenda previously approved by the Evaluation Committee. XTS and Datalink Networks performances were scored in the following four (4) categories: Firm Qualifications, Project Team Qualifications, Proposed Project Approach and Project Management for IT Support Services. Each category was scored on a scale of 1 to 5 with a possible maximum average score of 20 points which are added to the final results for each vendor. The results from the CLWA Evaluation Committee s assessment of both vendors demonstrations are summarized in the table below. XTS gave more detailed responses in each topic area and better overall impression during the IT Support Services presentation, leading in all four categories with a total average score of 20 out of 20 possible points. Vendor Demo Evaluation Results Datalink Networks XTS Firm Profile & Qualifications CLWA Score SCWD Score Mindboard Score Average Subtotal Project Team Summary & Qualifications P age

29 Assistance with IT Support Services Vendor Proposal Evaluation & Selection Vendor Demo Evaluation Results Datalink Networks XTS CLWA Score SCWD Score Mindboard Score Proposed Project Approach CLWA Score SCWD Score Mindboard Score Project Management for IT Support Services CLWA Score SCWD Score Mindboard Score G. Vendor Evaluation Summary Average Subtotal Average Subtotal Average Subtotal TOTAL AVERAGE SCORE Based on the preliminary review and analyses presented above, it is evident that XTS leads Datalink Networks in each analysis category. XTS demonstrate a more tailored approach to provide managed and as needed support services in a response to the CLWA s specific technology needs. The vendor meets 26 out of 28 IT Support service level requirements. In addition, XTS provide a lower pricing for both Managed and As Needed IT Support services. Thus, XTS resulted with a weighted score of out of 200 points. Mindboard in collaboration with the CLWA s Evaluation Committee scored each IT Support Services vendor proposal based on the following criteria: Ability to Provide Managed Services (60 points) Ability to Provide As Needed Project Based Services (60 points) Vendor s Qualifications (40 points) Cost Assessment (40 points) P age

30 Assistance with IT Support Services Vendor Proposal Evaluation & Selection Vendor Summary Comparison Datalink Networks X act Technology Solutions Ability to Provide Managed Services Ability to Provide As Needed IT Support Services Vendor Qualifications Cost Assessment Final Score Additionally, XTS received the maximum 20 points during the onsite demonstrations which were included in their final score resulting in an overall net score of points. The following table summarizes the vendor evaluation scoring and overall results in each functional area for the two IT service providers. Sr. No. Criteria 1 Ability of the Contractor to Provide Managed Services Overall Weight Net Score Datalink Networks Net Score XTS Ability to provide Helpdesk Services Ability to provide Network & Security Management Services Ability to provide Server Administration Services Ability of the Contractor to Provide As Needed IT Support Services Ability to provide business applications and database support services Ability to provide disaster recovery business continuity planning support services P age

31 Sr. No. Criteria Assistance with IT Support Services Vendor Proposal Evaluation & Selection Overall Weight Net Score Datalink Networks Net Score XTS Ability to provide special project services Vendor Qualifications Overall experience, qualifications, and financial stability of the Contractor Client References/ Satisfaction of current/previous clients Qualifications, industry certifications, experience of the proposed staff Qualification, experience, availability, commitment of the technical Project Manager Home office location of Contractor resources Cost Assessment Final Score Additional Points from Vendor Demonstrations Final Score After Vendor Demonstrations P age

32 Assistance with IT Support Services Vendor Proposal Evaluation & Selection III. Appendix The following table provides information on the services proposed by each IT Support services vendor. This table will give CLWA the opportunity to compare proposed services and vendor qualifications between the two vendors. Vendor Evaluation Summary Matrix Datalink Networks Inc. X act Technology Solutions 1. Demonstrate Ability of Contractor to Provide Managed Services as outlined in the RFP 1.1 Ability to provide Helpdesk Support Services Ability to provide onsite fulltime IT Help Desk Support Specialist Compliance with Established Performance Standard Datalink Network has an established managed services program which they will apply to provide support for both the CLWA Data Center environment, as well as CLWA client and mobile devices. The proposed managed services approach is broader with options for modifications based on the CLWA's preferences. (Sections 1 A). Datalink Networks will provide 24X7 remote help desk support services and/or a full time onsite resource, based on the client preferences. Datalink Networks do not specify their compliance with the established performance standard (95% of tickets completed within the time specified in the ticket) Guaranteed Response Time Datalink Networks confirm the guaranteed response times and an immediate resolution for all level of support. XTS demonstrate a tailored managed services approach in a response to the CLWA's specific technology needs and requirements as listed in the RFP's proposed Scope of Work (Sections 1 A). XTS will provide a full time onsite IT help desk support specialist. XTS ensure to provide help desk services within the specified performance standard. XTS confirm the guaranteed response times and an immediate resolution for all level of support. 27 P age 32

33 Assistance with IT Support Services Vendor Proposal Evaluation & Selection Vendor Evaluation Summary Matrix Datalink Networks Inc. X act Technology Solutions IT Help Desk Support Staff Resource Qualifications 1.2 Ability to provide network and Security Management Services Ability to Provide Network Security Services & Consultation Compliance with Reporting Protocol during Network Security Downtime Ability to Monitor, Maintain & Document Network Operations & Backup Logs 24X7 1.3 Ability to Provide Server Administration Services Ability to Provide Real Time Server Monitoring & Ensure 99% Server Uptime Datalink Networks do not provide specific qualifications for a help desk staff resource who will be utilized onsite as a full time employee. Datalink Networks offer full 24X7 NOC services and support that insure a one hour SLA with greater than 95% issue remediation. Datalink Networks lack in details of how they will comply with the monitoring method in case of network security downtime issues. Datalink Networks offer 24/7 network monitoring services and remotely reporting of potential points of failure before they become critical. Datalink Networks offer 24X7 remote server monitoring and management through a cloudbased platform from a single unified web based dashboard Guaranteed Response Time Datalink Networks confirm the guaranteed response times and an immediate resolution for all level of support. XTS's proposed staffing resource has over 10 years of experience in providing IT support services and network administration support. He is also knowledgeable of various hardware and software applications. XTS ensure to maintain network security availability at 100 % 24X7X365. In case of network security downtime issues, XTS will report the requested information to CLWA within one (1) business day XTS offer real time monitoring and management of all networks and backup logs to confirm with the established performance standards. XTS offer real time server monitoring 24X7 and ensures server uptime level of 99.9% excluding scheduled downtimes. XTS confirm the guaranteed response times and an immediate resolution for all level of support. 28 P age 33

34 Assistance with IT Support Services Vendor Proposal Evaluation & Selection Vendor Evaluation Summary Matrix Compliance with Reporting Protocol during Unscheduled Server Downtime 2. Demonstrate Ability of Contractor to Provide As Needed IT Support Services as outlined in the RFP 2.1 Ability to provide business applications and database support services Prior Experience in Providing Ad Hoc Application Support Specific Software Systems Knowledge 2.2 Ability to provide disaster recovery business continuity planning support services Ability to Document & Implement a Survivable IT Disaster Recovery Plan Datalink Networks Inc. Datalink Networks do not specify the reporting procedure that will be applied in an event of an unscheduled server downtime at CLWA. Datalink Networks is currently engaged in a contract with Valencia Water (Public Utility, located in Valencia, CA) to provide professional services in support to the Agency s Database Applications. Datalink Networks present 90% compliance with the listed technologies and specific applications (for ex. no information is provided on vendor's ability to assist with video surveillance software (ONSSI) and equipment). Datalink Networks do not specify the services that they will perform to complete the listed asneeded tasks. X act Technology Solutions In an instance of an unscheduled downtime, XTS will apply the reporting procedures set by CLWA within the guaranteed response time. XTS have not provided information on their prior experience in working with the listed applications and technologies. XTS confirm a completion of the listed asneeded tasks within the time specified according to the requested CLWA needs. XTS confirm a completion of the listed asneeded tasks within the time specified according to the requested CLWA needs. 29 P age 34

35 Assistance with IT Support Services Vendor Proposal Evaluation & Selection Vendor Evaluation Summary Matrix Conduct Periodic Testing, Updates and Training to CLWA Staff 2.3 Ability to provide special project services Knowledge of Specific Applications & Industry Best Practices Availability of Staff Resources to Provide Assistance with Special Projects 3. Qualification of the Contractor Datalink Networks Inc. Datalink Networks do not provide specific information related to regular maintenance, testing and training of the CLWA's IT Disaster Recovery Plan. Datalink Networks demonstrate technical expertise, best practices knowledge, industry certifications and resources to assist in the planning, execution, and management of small to large IT projects. Datalink Networks do not provide information on their staff resource availability to assist with special IT projects on as needed basis. X act Technology Solutions XTS will provide regular maintenance, testing and training related to the CLWA's IT Disaster Recovery Plan according to the Agency's requirements and specific needs. XTS demonstrate technical expertise, industry best practices knowledge and available staffing resources to assist in the planning, execution, and management of small to large IT projects. XTS do not provide information on their staff resource availability to assist with special IT projects on as needed basis. 3.1 Overall experience, qualifications, and financial stability of the Contractor Experience with Providing Similar Services for Public Clients Experience with Providing Similar Services for Public Utilities Datalink Networks Inc. has been providing IT support services and solutions to local and state public sector agencies for over 25 years. Datalink Networks Inc. is currently an IT Managed Support services contractor for a local public utility agency (Valencia Water) with a comparable operational and technology environment as the one of CLWA. XTS is a leading provider of IT Support Services in California for 9 years including twenty two (22) active local public and private clients. No public utilities are included in the XTS's references list with clients. 30 P age 35

36 Assistance with IT Support Services Vendor Proposal Evaluation & Selection Vendor Evaluation Summary Matrix Datalink Networks Inc. X act Technology Solutions Financial Stability No information regarding the financial stability of the company has been submitted with the response. 3.2 Client References/ Satisfaction of current/previous clients Quality of References Submitted Five (5) representative clients were contacted during the reference verification process Reference Calls Reference calls were initiated with the five (5) representative clients. 3.3 Qualifications, industry certifications, experience of the proposed staff Experience and Qualifications of The proposed staff members are listed without Proposed Staff Members any further information regarding the team's qualifications and prior experience in similar engagements Industry Professional Certifications 3.4 Qualification, experience, availability, commitment of the technical Project Manager Qualifications & Experience of Technical Project Manager A comprehensive list with requested industry certifications has been provided. The proposed Technical Project Manager is listed without any further information regarding his qualifications and prior experience in similar engagements. No information regarding the financial stability of the company has been submitted with the response. Five (5) representative clients were contacted during the reference verification process. Reference calls were initiated with the five (5) representative clients. XTS has submitted staff qualifications information for the Technical Project Manager and Help Desk Technician describing their experience in performing similar services. A list with professional certifications has been provided. XTS has assigned a Technical Project Manager with 8+ years of experience in overseeing similar engagements for various clients in CA. His specific project experience is attached in the proposal. 31 P age 36

37 Assistance with IT Support Services Vendor Proposal Evaluation & Selection Vendor Evaluation Summary Matrix Datalink Networks Inc. X act Technology Solutions Availability of Technical Project Manager 3.5 Home office location of Contractor resources (CLWA local preference) 4. Cost Assessment No information regarding the Technical Project Manager availability has been submitted with the response. Datalink Networks comply with the CLWA local preference requirement. No information regarding the Technical Project Manager availability has been submitted with the response. XTS comply with the CLWA local preference requirement. 4.1 Managed Services Cost Please, refer to the detailed cost assessment outlined in Section II C 4.2 As Needed IT Support Services Cost Please, refer to the detailed cost assessment outlined in Section II C Please, refer to the detailed cost assessment outlined in Section II C Please, refer to the detailed cost assessment outlined in Section II C 32 P age 37