PHILADELPHIA GAS WORKS Desktop Support and Mobile Laptop Support Services RFP # Questions & Answers

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1 QUESTIONS ANSWERS Q1 Q2 Is this a renewal? If so, is there a way to see the original awardee? Is the current Client Contact Center at a PGW location? If so, what is the address? Is it PGW s preference for the resources under the new contract to be located offsite or onsite? A1 A2 Yes. The current vendor is ISS Solutions. Yes, The Client Contact Center is located onsite at our main campus at 1800 N. 9 th Street. Resources under the new contract should also be located at the same location. Q3 Will a participation list be provided post the mandatory call on 3/16/15? A3 Yes. Q4 The RFP notes that the incumbent provides three level 2 desk-side support (2.2.1 Desktop Support Services) while PGW provides two (level 2 mobile support). However, Appendix A, Section states there are currently three Level 1 Analysts. Is PGW looking for the new vendor to outsource the services provided by all 8 resources or only the 5 Level 2 resources? Q5 Does PGW desire new vendor to retain resources that currently provide the to-be-outsourced services? A4 A5 We are only looking for resources to provide desktop support services. The Level 1 Analysts in our Client Contact Center only provide level 1 telephone support, not desktop support. The two technicians that provide mobile support only provide support from 7 to 3:30. We are not looking to replace them, we are asking the vendor to provide afterhours support for our distribution trucks only, and optionally provide pricing for 24x7 support for the distribution trucks only. No. Q6 Can PGW provide a MS Word copy of the RFP? A6 No. Page 1 of 8

2 Q7 Q8 Q9 Will the selected vendors Desktop Support resources be considered Level 2 Analyst? What is the total number of Level 2 Analyst? What is the total number of Desktop Support Analyst? Who is the incumbent vendor providing Desktop Support services? Who is the incumbent vendor providing Mobile Laptop Support services? A7 A8 A9 Yes, Desktop support resources are considered Level 2. The current vendor provides 3. You should provide as many as needed to meet the SLA s stated in the RFP. We have no additional desktop support analyst. ISS Solutions ISS Solutions Q10 ehelp Desk, PGW s current support ticketing system, is it a home grown system? A10 No, it is not home grown, it is from GroupLink. Q11 Regarding Software, what is the M4 being used for? A11 M4 is a fleet transportation management system soon to be replaced by FleetFocus M5 by AssetWorks. Q12 Can you provide a list of hardware due for renewal? A12 The majority of our desktops were replaced last year. Q13 What year are you in the lease cycle for hardware? A13 It is a four year lease cycle. Q14 Can you provide a breakdown of the type and category of the calls (i.e. phone versus laptop versus desktop)? A14 See attachment below. Q15 Are there any Seasonal related trends with respect to support A15 No. ticket frequency? Q16 What is the number desktop at each PGW location? A at Montgomery, 47 at Passyunk Plant / Porter Station, Page 2 of 8

3 64 at Richmond Plant / Tioga Station, 14 at Center City DO, 19 at West Phila DO, 17 at South Phila DO, 21 at North Phila DO, 16 at Frankford DO, 12 at Germantown DO, 9 Belfield Station, 9 Castor Station, Q17 What is the number of mobile laptops in the field? A17 We have around 400 field laptops; however, for this RFP we are only looking for support for about 100 of those which are located in our distribution trucks. Q18 Q19 Q20 Is there a service location for the field personnel using mobile laptops? Will they be brought into the HQ (800 W Montgomery Ave) Does PGW have network drawings or schematics for each location they can provide? Who sets escalation priorities on the calls that come in? What is the decision process? A18 A19 A20 We are looking for help with our distribution trucks only. As explained in the RFP, since they cannot be pulled off location for a computer problem you will need to travel to wherever the truck is located somewhere in the City limits of Philadelphia. We have network diagrams for each location; however, they would only be provided to technicians troubleshooting a problem that would require them for problem resolution and that would be highly unlikely for a level 2 desktop support technician. Escalation priorities and timeframes are defined in the RFP in Table 1.2 of Appendix A. Client Contact Center Road Map. Further detail of SLA response times, and what defines Level 1, 2 or 3 call are also further defined elsewhere in Appendix A. Page 3 of 8

4 Q21 If there is a discrepancy, what is the process? A21 Report any discrepancies during service review meetings. Q22 With respect to reporting, the Help Desk Administrator, Desktop Support, Network Support, and Help Desk hold weekly meetings to review open items and proper escalation paths, work distribution, and response time issues. Will the vendor have a representative at this weekly meeting? A22 Vendor desktop technicians are expected to attend these meetings. Q23 With respect to CSF KPI annual training, is vendor required to provide training? If yes, will a room be provided at each location, and at whose cost for the training and materials? A23 The vendor will be responsible for training their personnel to meet PGW service requirements. PGW will provide limited training. Q24 Can you provide a copy of the customer satisfaction survey? A24 There are 3 customer satisfaction survey questions and they are as follows: 1. Was your ticket answered? Yes or No 2. Was your ticket answered in a timely manner? Yes or No 3. Please rate your experience on a scale of 1 to 5, 1 being unsatisfactory, 5 being excellent: Q25 Will vendor be able to have an office onsite with telecommunications and internet? Or will vendor have to provide telecommunications and internet. A25 Desktop support technicians need to be located onsite, will be provided cubicles with computer, internet access and telephone. Q26 How are SLA s graded and agreed upon? A26 SLA s are already defined and explained in the RFP in Appendix Page 4 of 8

5 Q27 Q28 What input does the vendor have in the SLA reporting process? Excluding PWG HQ (800 W Montgomery Ave), is parking provided at all other PGW locations? If yes, is there a cost associated with parking? A27 A28 A. Client Contact Center Road Map. The vendor must meet our existing SLA s. The SLA s are determined by reports generated based on ticket time stamp data in the help desk system. The technician are responsible for marking their assigned tickets work in progress when they start the work and resolved when they have completed the work and confirmed that the customer is satisfied. We can have monthly meetings with the vendor to review these reports. Parking is available at all PGW locations except at the outlying District Offices (6). You will have to park on the street and there may be costs involved. PGW does not charge for parking. Q29 Will PGW accept alternate pricing bids? A29 Yes. Q30 What is PGW s payment term for this service? A30 30 day net Q31 Is the Help Desk something PGW would want to outsource? A31 No. a. Can we provide a proposal for that? Q32 Can we scale staff according to ticket request volumes? A32 Staffing should be scaled to meet the SLA s. You must be able to a. Would PGW entertain a scaling pricing model ensure that you maintain staffing to meet the SLA s and provide backfill when a technician takes vacation or calls out sick. Occasionally staffing may need to be increased or decreased, for example during or after a large scale deployment. We would entertain a scaling pricing model Q33 Based on a 4 year lease cycle that would assume 300 system A33 No, the majority of the leased workstations were replaced within Page 5 of 8

6 replacements per year, is this correct? the last two years. a. Are the new systems purchased evenly throughout the 4 years? b. And we assume this on top the 427 Moves Ads and Changes (MAC) completed over the last 2 years. Is that correct? Q34 How many Moves are there in a year? A34 There were 55 Desktop-Moves in 2014 Q35 How many Ads are there in a year? A35 Installed new equipment in 2014 Q36 How many Changes are there in a year? A36 Define changes. Upgrades? See A35 (Windows 7.) Q37 What's the ratio of software related requests to hardware? A37 There were 144 Hardware/Software requests No ratio. Page 6 of 8

7 Q38 Can you explain or elaborate on the phone system support? A38 Phone system support, including desktop phones, cell phones and smartphones are handled by our telecommunications department. Desktop support technicians are not required to provide any phone system support. Q39 Can you provide PC/Laptop hardware manufacturers other A39 Currently Lenovo PC s/business Laptops. than the Mobile Laptops for the Field? a. Do you have Apple Workstation/laptops? a. 6 Apple workstations, no laptops. i. If so how many? b. Is there a requirement for tablet or smartphone support? b. No need for smartphone/tablet support. Q40 Can you provide printer manufacturers? A40 Mostly Xerox MFP s and a few Assorted HP BW Laser/ Color Q41 Can new vendor have the option to hire existing desktop technicians? Q42 Are manufacturer authorizations required? A42 No. Q43 Can you provide this RFP in word format? A43 No. A41 Inkjet. The current desktop technicians work for the current vendor IIS Solutions. Any attempt to hire them would have to be worked out between you, the technicians and ISS Solutions. Page 7 of 8

8 Attachment #1 (Q14) Ticket categories assigned to desktop 2014 Page 8 of 8