Statement of Work (SOW) for Computer Technical Support Requirements

Transcription

1 Statement of Work (SOW) for Computer Technical Support Requirements Background Currently, the PC Support Group of ICSD (Information & Control Systems Division) provides day-to-day computer support for over 2,000 desktop, laptop, and mobile computers deployed throughout to the Bureau of Sanitation. The Bureau of Sanitation is currently operating in a Microsoft Windows NT 4.0 Domain environment and in the process or upgrading to Windows 2003 Active Directory environment. Clients are running Microsoft Windows 95, Windows NT 4.0 Professional, Windows 2000 Professional, and Windows XP Professional Operating Systems. Microsoft Office is the standard Office Suite application and Novell GroupWise for application. Due to the lack of sufficient City staff to meet the needs of supporting this large number of PCs and peripherals ICSD must use contract with personnel to close this gap in support capability. We are particularly interested in firms that can assign staff with PC support experience and know the issues related to help desk support. Tasks The successful proposer will: Provide candidates with the appropriate technical training and experience to the Bureau of Sanitation/Information and Control Division on an as needed basis for the ongoing support of Bureau equipment and peripherals throughout various Sanitation facilities. Candidates will be grouped into two work/pay levels based on expertise and level of supervision required. The two groups will be Journeyman level and Intern level. Provide administrative support in the form of weekly timesheets, evaluation reports, sick leave reports and other documentation as necessary. Seek out potential candidates and forward resumes to ICSD for initial review. Provide sick leave, overtime, vacation, and health benefits comparable to industry standards. Provide a liaison to work with ICSD personnel to assist in identifying potential candidates. The liaison will negotiate with the contract personnel for wage and benefits requirements.

2 Candidates will be referred to the Bureau by the contract company and will be interviewed by ICSD personnel to determine their suitability. Only those candidates who successfully pass the interview process will be accepted for assignment to this project. Requirements All contractor personnel working on this project will be engaged in some or all of the following activities: 1. Install, setup, and/or troubleshoot a Windows XP Professional, Windows 2000 Professional, or Windows NT4 Workstation computer system in a Microsoft Windows Network (Domain) environment following established ICSD procedures and protocols. 2. Install, setup, and/or troubleshoot network printers. 3. Troubleshoot Microsoft Office Professional applications. 4. Configure PC clients for DHCP operation and know how DHCP functions 5. Install, replace, and troubleshoot hardware. This includes but is not limited to PCs, notebooks, printers, scanners, multi-functional devices, and PDAs. 6. Provide specific application support for Microsoft Office Pro software products. 7. Lift and move computer and/or peripherals up to fifty (50) pounds. 8. Provide support for Help Desk activities as needed, including taking help desk phone calls from users, creating work tickets in the City s online help desk software, communicating details of problems to other personnel, and assisting users with hardware or software problems over the phone. All contractor personnel must: 1. Possess a valid California Drivers License and liability insurance. 2. Be available for work up to 40 hours per week Distinguishing characteristics Journeyman Level Journeyman level personnel must have sufficient knowledge, ability, and professional experience to work independently, provide support to City computer users, and serve as lead technician for Interns as needed. Serving as lead is defined as: being able to work together with one or more Interns engaged in a specific task assigned to the group,

3 coordinating the efforts of the group, and providing the technical know how needed to complete the task. Selected personnel must be able to work a 40 work hours per week during regular business hours. Intern level Interns may have less knowledge and experience than is expected of the journeyman level but are still required to possess basic skills for providing computer support in a network environment. Interns may also need more supervision and instruction than the journeyman class. Interns may be post high school students preferably in a computer education program; however, Interns must be able to work at least 24 work hours per week during regular business hours. Deliverables 1. No less than nine (9) resumes of individuals for both classes to be reviewed by ICSD personnel; additional resumes will be required when requested by ICSD to fill vacancies; 2. Weekly timesheets detailing billable hours will be forwarded to appropriate ICSD supervisor for each person hired under this agreement for approval and signature. Proposal: Each proposal shall include, but not be limited to, the following information: Approach to Project The proposer shall name a liaison to be the contact person between the proposer and ICSD and between the proposer and the contract work force. The proposer shall provide to ICSD the number, experience, and availability of personnel, by name, that will be assigned to perform the work specified above. Personnel Qualification Submit resumes detailing qualifications, including education, experience, and work history of all personnel who will participate in the work. Emphasize expertise that is applicable to the work specified in this SOW. Project Requirements Proposers understood and complied with project requirements.

4 Statement of Costs Proposers must include an hourly rate for each pay level as outlined in this SOW. This hourly rate should reflect the total hourly rate to be billed to the City, including wage to employee, overhead for administrative costs, benefits provided by the consultant, and any other costs. Invoices to the City will be solely for the hourly charges of each consultant working on the project. There will be no other charges billable to the City. This cost estimate must also include estimated monthly costs per for each pay class based on a forty-hour week. Additional Considerations A review of areas not addressed in above, which the proposer believes to be essential. It should also be noted that since the Task Order to perform this work will likely exceed $100,000 the proposals must include MBE/WBE subcontractors as outlined in your contract with the City. Sub-contractor firms that were not listed in your original proposal and in your contract cannot be added without use of an approved outreach program. Details of this outreach can be supplied upon request. Consultants are reminded that proposals must include Schedule A - MBE/WBE/OBE Subcontractors Information Form with their proposal as outlined in the contract you have with the City (Article 17). Evaluation Criteria Proposers will be rated and selected based on these criteria: Project Requirements, Personnel Qualifications, Approach to Project, and Costs. Contact Ken Kinsey, Systems & Network Manager City of Los Angeles Department of Public Works/Bureau of Sanitation Vista Del Mar Playa Del Rey, CA kwk@san.lacity.org

5 Computer Technical Support RATING SHEET COMPANY NAME: EVALUATION CRITERIA WEIGHT SCORE ADJUSTED SCORE PROJECT REQUIREMENTS: - Sufficient number of resumes offered - Resumes for both pay classes offered 30% COMMENTS PERSONNEL QUALIFICATIONS: - Recent experience in similar projects - Related skills and experience COST ESTIMATE: - Hourly rate for both classes 40% 30% TOTAL: 100% RATING: SUPERIOR EXCELLENT VERYGOOD GOOD 0-60 UNACCEPTABLE RATER: