RFP No R PERSONAL COMPUTER, LAPTOP, TABLET, PHONES, AND PRINTER TECHNICAL SUPPORT. ADDENDUM NO. 2 October 21, 2015

Transcription

1 County Executive Steven R. Schuh RFP No R PERSONAL COMPUTER, LAPTOP, TABLET, PHONES, AND PRINTER TECHNICAL SUPPORT ADDENDUM NO. 2 October 21, 2015 TO ALL BIDDERS: PLEASE NOTE THE FOLLOWING CHANGES: CHANGES: The closing date has been extended to Friday October 30, 4:00pm. Section the number of copies has been changed from an Original and five (5) to and Original and three (3) copies needed for the Technicals. Section the number of copies has been changed from an Original and five (5) to and Original and two (3) copies needed for the Cost. QUESTIONS: 1. Please clarify whether the County is seeking dedicated onsite support staff (40 Hours per week) positioned at County locations and supporting no other customers or Time and Material services requested on an as needed basis by the County from vendor facilities? ANSWER: Yes, the county is seeking dedicated onsite support staff. 2. Throughout the RFP, both materials and services are mentioned. Please verify if the vendor is required to supply product and/or parts in addition to services, and if so to what degree. ANSWER: This is a service contract. 3. Equipment configuration, testing and software loading are included in the scope of work. Please clarify if products/services are going to be staged and performed onsite at County 1

2 locations or is the intention to ship product to the vendor s location for equipment/services to be staged/performed? ANSWER: Staging is done onsite. 4. Help Desk telephone support is included in the scope of work. Please clarify is the County seeking the vendor to provide a dedicated phone support function/capability from the vendor s location or will one of the PC technicians be positioned onsite at County facilities using County infrastructure/ systems (phone system/heat etc.) to perform these services? ANSWER: Staff will be located onsite at county facilities using county infrastructure/systems. 5. Is hardware maintenance/break-fix repair a required support function under this contract? If so, who is providing the parts/equipment? ANSWER: County will purchase parts/equipment as needed thru existing suppliers. 6. What is the current method and process in place for vendors to receive work request notifications? ANSWER: Technicians are dispatched thru the Heat Call Reporting system. 7. What is the current method and process in place for vendors to submit technician candidate resumes and schedule interviews? ANSWER: Work with the Customer Support Manager thru and calendar. 8. Is the County providing onsite work space for vendor technicians to report to/operate out of and use of County infrastructure (Heat, PC, Network Access, SW tools etc.)? ANSWER: Yes, space is provided for technicians. 9. Should pricing be based upon a 40 hour work week? ANSWER: Yes. 10. Does the County require vendor technicians to utilize County issued time sheets or vendor time sheets? ANSWER: Vendor time sheets are sent with monthly invoice and status report. 2

3 11. How many County locations require support under this contract? Please provide list with addresses. ANSWER: Over 140 sites throughout Anne Arundel County. 12. It is understood that travel expenses cannot be charged to the County. However, once a vendor technician reports to a County site in the morning and then has to travel to another County location for support, please clarify if this travel time (not expenses) is considered as time captured and billed for on the time sheet. ANSWER: There is no travel expense. Travel time is part of the technicians 8 hour day. 13. What software tools is the County using for software pushes/configurations and remote-in functions? ANSWER: Heat DSM and Proxy. 14. PC Desktop support technicians generally carry A+/OEM certifications, but typically do not have ITIL certifications, as this level of certification is more so geared towards project managers. Is it absolutely mandatory that all technicians possess ITIL certifications or will experience and other certifications/factors be considered in lieu of ITIL certification? ANSWER: ITIL certifications is a requirement. 15. The technical response references a 15 page limit. Please verify that this excludes the Title Page, Table of Contents, Transmittal Letter, Resumes and County Forms. ANSWER: Yes this excludes title page, table of content, transmittal letter and county forms. 16. In regards to the Insurance Certificates/Proof of Insurance, please confirm that these types of documents are submitted only by the bidder(s) selected for award and not with the proposal response. ANSWER: Confirmed. 17. Is a current contract in place to provide the required services? If so, please provide a listing of the incumbent vendor (s) and contract# assigned. ANSWER: Yes, Jacobs Technology 18. Please provide the number of FTE vendor technician slots filled under the current contract for each position across the past full year? ANSWER: 5 total. 1 senior and 4 technician. 3

4 19. Please provide the total number of service hours billed under the current contract over the past full year by positions? ANSWER: N/A 20. What are the current contracted hourly rates for the positions required? ANSWER: PC Technician Regular Rate: $43.80/ hour, PC Technician Overtime Rate $ 37.32/hour, PC Technician Holiday Rate: $39.91/hour, SR PC Tech Regular Rate: $58.85/hour, SR PC Tech Overtime Rate: $50.16, SR PC Tech Holiday Rate: $ What is the estimated annual spend for this new contract? ANSWER: $465, One of our employees that we are considering submitting for the PC Technician position currently lacks the required certification. Would it be possible to submit his resume in our Proposal with the understanding he needs to obtain certification before Award Date? ANSWER: Yes. 23. Is it the intent that 1 Senior and 4 PC Technicians will be required on site 100% of the time? ANSWER: Yes 24. If an increase or reduction in the number of resources is needed, how much advance notice will be provided to us? ANSWER: at a minimum 2 weeks. 25. Please confirm that, in addition to the Lead, all technicians need to be ITIL certified. ANSWER: Yes. 26. What is the travel area required for technicians? ANSWER: Within Anne Arundel County. 27. Do you require a minimum number of technicians to be in place for on-call work, or just the number needed to ensure we meet support requirements? 4

5 ANSWER: 1 senior and 4 technicians on site full time. This number may increase to 5 technicians depending on available funds. 28. Does the 2 hour response requirement referenced in refer to a telephone response or on-site support? ANSWER: Phone or remote support is acceptable in many cases. 29. Do the technicians report to a central location each day for their assignments? ANSWER: Each engineer has a primary location to report. 30. What type of reporting of work completed each day is required? ANSWER: Closed call tickets. In certain cases we ask for progress on long term tasks. 31. What kind of phones\phone systems will require support and what type of support? ANSWER: CISCO VOIP phones are being installed. Technicians should be trained to recognize basic operating functions (power, call features), IP available etc. 32. Can helpdesk services be offered remotely or required to be onsite? ANSWER: On-Site 33. Can you provide additional details on the printer and copier support\repair required? ANSWER: Basic support with IP, Print Server connectivity, Printer Driver and operations of devices. 34. Will give this award to more than (1) PARTNER? ANSWER: This will only be awarded to one vendor. 35. What is the buying criteria that you are measuring the vendors by? ANSWER: This is an RFP process so a majority of the measure will be on the technicals. 5

6 36. Will technicians have full access to Heat and be able to update and close tickets? ANSWER: Yes. 37. Section references resumes and not to exceed three pages. Please confirm this means three pages per resume, as we may submit more than one resume. ANSWER: Yes, 3 page per resume. 38. Considering bid clarification questions will be accepted until 10/14 and responses with answers may not be issued until sometime thereafter, will the County consider extending the bid due date? ANSWER: No. 39. Does Anne Arundel County have a change management? ANSWER: Yes. 40. What ticketing (service desk) system is currently in use? Will the vendor be required to pull reports from that system? ANSWER: Heat. Technicians can provide reports to vendor as backup with invoices. 41. Is backfilling a requirement? ANSWER: Yes as an option. 42. Will the County provide training for applications that are specific to the county? I.e. J.D Edwards, Hummingbird, etc. ANSWER: Hummingbird is a standard off the shelf product. County currently has a separate support team for J.D. Edward issues. 43. May we have a list of all incidents for the past 3 months? ANSWER: No. 44. What SLA s if any are required for normal business hours? ANSWER: Depending on the call type, we strive for a 48 closure rate. 45. How is the resource tasked day to day? ANSWER: Technicians are assigned to Groups and calls are assigned within the group. 46. Does the County expect to be billed for down time as dictated by lack of work for a given day? ANSWER: We will reassign/move technician locations to insure coverage of work load. 6

7 47. What is the escalation process? ANSWER: Currently items are escalated via triggers to the team manager who can escalate to the Chief Customer Support Manager. 48. How many full time workers? Section 2.2 states 1 Senior and up to 6 full time workers. Section states ability to provide 4 technicians on-site for long term assignments is this in addition to the 7 listed in section 2.2? ANSWER: 5 Total technicians. 6 if funding is available. 49. Section states ability to respond in 2 hours or less 24x7x365. How is this accomplished today? How is this structured? Who calls for dispatch? ANSWER: Chief Customer Support Manager will escalate the requirement to the vendors PM. 50. How does the County expect to be billed for this service and SLA? ANSWER: Monthly invoices. 51. Section states a Senior PC Tech who will be a supervisor. Is this in addition to the 1 senior worker in section 2.2? ANSWER: No. Currently 1 Senior Engineer is budgeted. 52. Section states: Document the number and types of customers serviced, technical staff size, location, skills, training, and experience. This is in the reference section. Are you asking for this information about our company or about the reference? ANSWER: Vendor reference. 53. Section states: Provide a current Balance Sheet and Financial Summary Statement. Do you want this in the technical response or cost? ANSWER: This should be in your Technical response. 54. Section states: Submit the original and copies of Proposals, including all maps, drawings, prints, etc., in flat-bound binders with each section divided with an appropriately labeled index tab. Section states: it is anticipated that the copies will be provided in loose-leaf, three-ring binder form. Can you please clarify how you want the proposal bound? Should the cost proposal be bound in the same manner as the technical response? ANSWER: This can be in either. The cost proposal can be bound the same as the technical. 7

8 55. Section states that responses shall be no more than a total of 15 pages. Does this 15 page limit include the title page, transmittal letter, table of contents, etc. or is just the technical response itself that is limited to 15 pages. Are the attachments, like resumes and reference questionnaires part of the 15 page limit? ANSWER: Answered in previous question. 56. Section asks for Rates for Additional Professional Services. Can we just include these rates as a separate attachment since there is no place for them on the pricing sheet? ANSWER: Yes. 57. Resumes of key management personnel that will be responsible for interacting and coordinating the work plan with the County, and their role in accordance with this Contract. Are you requesting the resumes of our management team or do you want the resumes of the resources we are proposing? ANSWER: Proposed resources. 58. Section 5.28 Trade Ins. During the pre-proposal conference it was mentioned there would be no requirements, in the form of a response, required from this section. Could you please verify? ANSWER: No trade in for services. 59. Cost Proposal form, bottom note says Note: Quantities shown are estimated. The person signing the Cost Proposal shall initial any alterations in figures on this form in ink. Are offerors permitted to change the quantity of hours provided on the form? ANSWER: No. 60. For hours outside of the County office schedule of Monday-Friday, 8:00 a.m. 4:30 p.m., will the vendor be permitted to fulfill requirements as specified in 2.12 off-site at a vendordesignated work facility? ANSWER: No. 61. Will the client provide an estimate of hours needed on an annual basis for support outside of normal County working hours, as specified in 2.4.6, It is inclusive of seven days a week, 24 hours a day coverage? ANSWER: Current Budget is limited to less than 80 hours. 8

9 62. Will Companies who attended the pre-proposal conference (08 October, 2015) be provided a listing of all attending companies? Will we be provided POC contact information as well? ANSWER: See attached. 63. In Section , it states, Although the County will be closed for holidays and snow days, there may be instances where the Successful Offeror may be required to provide service on these days, is it permissible for the Successful Offeror to provide service on these County closure days from a vendor-designated off-site work facility as specified in Section 2.12, Hours of work at the Successful Offeror s site such as downloading software or testing hardware? ANSWER: No. 64. What is the requirement for time availability for cell phone access, as described in Section 2.4.7, All on-site technicians shall be provided a cell phone by the respondent that is accessible by Anne Arundel County OIT personnel? ANSWER: We are accessible 7/ 24. It is for emergency purposes that engineers would be contacted by cell after hours. 65. The RFP states: Each Offeror shall submit an original (identified as ORIGINAL) and five (5) numbered hardcopies of the Technical Proposal that responds to the requirements of this RFP. Each copy of the Technical Proposal shall be printed on ONE SIDE of 8-1/2 x 11 paper with pages numbered consecutively in the upper right-hand corner.two questions: 1.) The Government states each copy of the Technical Proposal shall be printed on ONE SIDE. Is this requirement the same for the Original? ANSWER: Yes 2.) The Government gives no Font or Font Size instructions. Would you consider the following: Times New Roman, Minimum 12 point font for the written text and Times New Roman, Minimum 10 point font for all graphics? ANSWER: Times New Roman is acceptable all documents need to be legible. 66. The RFP states: Each Offeror shall submit six (6) numbered electronic copies of the complete Technical Proposal in compact disk form. However, there is no mention of an electronic submittal for the Cost Proposal. Is the Government only requiring the technical proposal in an electronic format? 9

10 ANSWER: Please submit an electronic copy of the cost proposal. **Note the number of submitted copies has been changed to an Original and three (3) copies for Technicals and an Original and two (2) copies for the Cost.** 67. The RFP States: The Offeror shall submit an original and five (5) copies of a Cost Proposal in a separate sealed envelope. Then further down: Offerors shall send the completed Proposal consisting of the Technical Proposal and Cost Proposal (two separate envelopes). Solicitation Check List states: Is the outside of the submittal envelope or box marked with the Proposal Number, the title, the due date, your company name, and your company address? ANSWER: Yes. 68. If the Government is requiring a total of six (6) three ring binders for the technical, and six (6) electronic copies then six (6) three ring binders for the cost proposal, is it permissible for the offeror to place the separated proposals in a box, then place each box into one large sealed box? ANSWER: Yes. Just as long as the technical is separate from the cost. **Note the number of submitted copies has been changed to an Original and three (3) copies for Technicals and an Original and two (2) copies for the Cost.** 69. The RFP States: The cost proposal shall be marked as follows: COST PROPOSAL FOR ANNE ARUNDEL COUNTY GOVERNMENT FOR RFP R: Personal Computer, Laptop, Tablet, Phone, and Printer Technical Support. However there are no requirements for the Technical Proposal markings? Two Questions: 1.) Does the Government require the following markings on the Technical Proposal: TECHNICAL PROPOSAL FOR ANNE ARUNDEL COUNTY GOVERNMENT FOR RFP R: Personal Computer, Laptop, Tablet, Phone, and Printer Technical Support? 2.) What markings does the Government require on the overall box/envelope consisting of the completed proposal besides the address of the Anne Arundel County Purchasing Division? ANSWER: Both technical and cost shall be labeled as the proposals for R Personal Computer, Laptop, Tablet, Phone, and Printer Technical Support. This should also be marked on the outside of the envelopes/boxes along with your company name and address. 10

11 NOTE: THIS ADDENDUM AND ACKNOWLEDGMENT MUST ALSO ACCOMPANY THE IFB BID RESPONSE TO MAKE IT VALID. Return to: Purchasing Agent Anne Arundel County Heritage Office Complex 2660 Riva Road, 3 rd Floor Annapolis, MD Attention: Coleen Myers, CPPB This will acknowledge receipt of Addendum No. 2 to RFP R - PERSONAL COMPUTER, LAPTOP, TABLET, PHONES, AND PRINTER TECHNICAL SUPPORT Date: FIRM/COMPANY NAME: SIGNATURE: TITLE: Signature shall conform to requirements of RFP (reference Section of RFP.) 11

12

13

14