CITY OF RANCHO PALOS VERDES MEMORANDUM TO: FROM: DATE: SUBJECT: REVIEWED:

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1 CITY OF RANCHO PALOS VERDES MEMORANDUM TO: FROM: DATE: SUBJECT: REVIEWED: HONORABLE MAYOR & CITfflUNCIL MEMBERS DAN LANDON, IT MANAGERY-' DECEMBER 16, 2014 IT SERVICES RFP SOLICITATION CAROLYNN PETRU, ACTING CITY RECOMMENDATION 1. Approve the Draft IT Services Request for Proposal (RFP) Solicitation for public release; and 2. Select a City Council representative to the IT Services RFP Evaluation Committee to verify an unbiased and open process was conducted. EXECUTIVE SUMMARY The City has outsourced Information Technology (IT) Services since 1996 and Palos Verdes on the Net (PVNET) has been the City's IT Services Provider since that time. Three separate independent assessments in 2008, 2011 and 2012 recommended the bidding of IT Services to insure the City is receiving appropriate services at the best value, and the City Council included the bidding of IT Services as a 2014 City Council Goal related to Government Efficiency, Accountability, Fiscal Control, Transparency and Oversight. The IT RFP Solicitation process began with a deep documentation of systems and technology assets, an analysis of the City's technology environment, initiating a variety of pre-rfp tasks like the migrations of systems, and finally, the process of creating the IT Services RFP Solicitation proposal. A critical first step of the process included categorizing the City's IT Services needs and an analysis of the most appropriate services methodology going forward. Staff conducted this analysis with the assistance of the Council-approved IT Services RFP consultant, Nexlevel Technology. As a result of that analysis, it is proposed that the City modify the way services are provided, in order to insure the best value across the City's IT Services catalog, into the following categories: 2-1

2 IT SERVICES RFP SOLICITATION DECEMBER 16, 2014 Page 2 of 12 Technology Management - To be performed by the City IT Manager to better control strategic direction and insure the City's technology needs are met; Core IT Services - Helpdesk, System Administration, Network Administration, Voice and Communications Administration, and Web Technology Administration are standard IT specialties that are included in this IT Services RFP Solicitation in order to solicit the largest array of proposals for consideration; GIS Administration - Separated from this RFP for a strategic direction decision early in Proposed solutions for consideration are employing a consultant, conducting a separate RFP for a GIS Services Provider, or the creation of an inhouse position; and Audio and Visual (A/V) - Expertise is already available at the local community television station, RPVtv. Consolidation of AN management there helps achieve efficiencies by centralizing the City's AN activities. As preliminary activities to issuing the IT Services RFP Solicitation, Staff has completed or is in process of completing several steps either recommended by past assessments or as a part of this IT Services RFP process. Those activities include moving services currently hosted by PVNET to commercial services providers, a website naming change, and insuring there was office space available for on-site IT Service staff that may be selected as a result of the IT Services RFP Solicitation. Each of these activities has been undertaken to insure that the City's IT infrastructure is protected during this complex process in the event of a change in Service Provider. Maintaining security and insuring control and flexibility over these critical public IT assets is a top priority for the City now and in the future. CivicPlus was selected as a replacement for the City's website hosting after conducting an informal bid solicitation and product demonstrations with a Staff committee. Granicus was selected as the website video streaming provider after a similar bid solicitation and product evaluation process was completed. These system migrations are scheduled for completion in March As discussions progressed related to website changes, it was proposed that the City change the current domain name to a name more in line with municipal government protocols. In conjunction with the new website launch, the City will be changing the City's domain name to the official Federal General Services Administration (GSA) website name: which was procured earlier this year. This change will also affect addresses; however, both and website requests sent to will automatically be redirected to for a minimum of one (1) year to insure a smooth transition. Staff also addressed the need for office space for the IT Services Provider that is selected as a result of the IT Services RFP Solicitation. PVNET currently leases an office building on the Civic Center property, located next to the Community Development Department building, for the purpose of providing IT Services to the City. The City plans to use this building to create office spaces for the selected IT Services Provider. Because it is unknown at this time if PVNET will be the selected IT Services Provider, a notice of 2-2

3 IT SERVICES RFP SOLICITATION DECEMBER 16, 2014 Page 3 of 12 termination was given to PVNET for the IT Services building earlier this year. No changes were made to PVNET's lease regarding the Annex building located next to the RPVtv studio, where PVNET internships and training classes are currently permitted. The IT Services RFP solicitation is scheduled to be released to the public on January 14, 2015 with final proposals due to the City on February 20, An IT Services RFP Evaluation Committee will then review all qualified proposals. The IT Services RFP Evaluation Committee will be made up of: One (1) RPV City IT Manager; Three (3) external City IT Managers or Directors familiar with the technology needs of a city; One (1) IT Services consultant specializing in municipal government IT management, not affiliated with any entity associated to the IT Services RFP solicitation; and One (1) RPV City Council member in a monitoring capacity to verify an unbiased and open process was conducted. The IT Services RFP Solicitation is designed without specific minimum technical standards in order to solicit the largest proposer pool for evaluation. The IT Services RFP Evaluation Committee will review all qualified submitted proposals and create a numerical rating for each proposer based on a criteria matrix with the following categories: Methodology to Meet RFP Requirements (weighted 15%) Organizational Experience (weighted 20%) Organizational Capabilities (weighted 20%) Implementation Capacity (weighted 15%) Overall Cost (weighted 30%) The City Council will be presented with the proposal information, findings and recommendations based on the IT Services RFP Evaluation Committee. The City Council may then select the provider, take action to authorize contract negotiations with selected provider(s), or give other direction. The IT Services RFP Solicitation process is expected to result in a contract term of four ( 4) years, with two (2) optional one ( 1) year extensions, scheduled to start on July 1, BACKGROUND The City has outsourced technology services since Palos Verdes on the Net (PVNET) has been the City's IT Services Provider during that time. Currently outsourced categories of technology services include: Help Desk Administration - The largest single portion of IT Services, includes day-to-day support for help desk requests, meeting setups, etc. System Administration - While PVNET provides some administration, the City contracts with other outside service providers for advanced work, as required. 2-3

4 IT SERVICES RFP SOLICITATION DECEMBER 16, 2014 Page 4 of 12 Website - Hosting of a custom coded website that includes functionality such as video streaming of public meetings and the listserve. GIS - System hosting, licensing, configuration, management, data acquisition and management. Audio Visual - All AN related projects and installations, meeting setups, assistance with RPVtv equipment, etc. Over the last six years, three separate independent assessments were performed that made technology recommendations including a Management Partners review of City operations in 2008, a Nexlevel Technology assessment concentrating specifically on City technology services in 2011, and a Matrix assessment on overall City operations in Each assessment commented on technology services in one way or another, with a majority of the information coming from the Nexlevel assessment, which recommended numerous changes to the City's technology. Many of the assessments' technical recommendations have already been completed in what has been known as the "IT Upgrade" process. A key point in all the assessments was the recommendation that it would be prudent to conduct a public request for proposals (RFP). The RFP process is the best way to verify the marketplace and for an organization to insure it is: Receiving the proper level and quality of service Paying an appropriate price for the services received Based on these recommendations, the City Council made the IT RFP solicitation one of its 2014 priority goals related to Government Efficiency, Accountability, Fiscal Control, Transparency and Oversight, and directed Staff to conduct a public bid for IT Services. In addition, the City Council authorized the hiring of an Information Technology Manager in order to manage technology services, and to complete the recommended IT Services RFP Solicitation. DISCUSSION The City began planning the IT RFP Solicitation process in early 2014, budgeting for a consultant to conduct the RFP, pending the employ of an Information Technology Manager to manage the RFP and associated documentation, analysis, implementations and migrations. In June of 2014, the City Council approved funding for Nexlevel Technology, Inc. to conduct the RFP and the City began analysis of the tasks required to complete the RFP which included: Categorize City IT services - to organize the RFP in line with long term strategic goals and to insure all services are included; Updating system documentation - to give RFP proposers a clear picture of the City's support needs; Migration of current systems to commercial hosting - to modernize and upgrade systems and for the ongoing City control of said systems; IT Services building lease -for creation of offices in the IT Services building; and 2-4

5 IT SERVICES RFP SOLICITATION DECEMBER 16, 2014 Page 5 of 12 Creation of the IT Service RFP Solicitation document. Categories of Service Municipalities require a wide variety of IT Services including Help Desk Services, System Administration, Network Administration, Voice and Communication Services, Website Services, GIS Services, Audio Visual Services and Technology Management. Because many organizations do not have a similar need for GIS or Audio Visual Services, most IT services providers concentrate on the core IT service functions and leave GIS Services and AudioNisual Services to specialty service providers. Core IT services include: Help Desk and Support Services - The "Help Desk" is the initial point of contact for most support requests and accounts for the largest single amount of support required. The Help Desk includes maintenance of all end user devices including desktop I laptop management, operating systems and application software, telephones, printers, scanners, peripherals, and basic training support of City end users and a wide variety of other interface and support activities; Systems Administration and Infrastructure Services - Includes day-to-day server and IT infrastructure systems support, maintenance, troubleshooting and repairs of associated server hardware and software, business application support and database management, virtual cluster and data storage management, security and enterprise system implementation and support, new user and terminated user activities, Active Directory and security management; Voice and Communications Services - Includes general support of City telephone and Unified Communication, communications using MS Exchange and Lyne unified (voice, video conferencing, and ) communication system, and end user devices; Network, Cabling, Switching and Routing Services - Includes connectivity both inside buildings and between buildings including wiring, switching, routing, connectivity to ISP's, wireless, monitoring of all networking components, disaster recovery and security; Website technologies, including Social Media and Outreach support - Includes technical support and content update assistance for City's website, intranet, support departments in managing their online data content, social media outreach, graphics, online form development and interconnectivity assistance. An important decision that came about during the process of categorizing service categories is the best course of action to deal with the non-standard IT services like GIS and AudioNisual. While it is possible to include GIS and Audio Visual Services in the RFP, Nexlevel and Staff both recommend including only the core IT services as outlined above and address GIS and AudioNisual Services separately. Concentrating on core IT 2-5

6 IT SERVICES RFP SOLICITATION DECEMBER 16, 2014 Page 6 of 12 services for the IT Services RFP solicitation will insure the City attracts the largest assortment of services providers to have the best opportunity to retain the highest quality provider at the lowest possible cost. Recommendation to Separate GIS and AudioNisual Services During the review of categories of support services, Nexlevel and Staff considered whether there would be advantages separating some specific functions from the IT Service RFP Solicitation. While most technical skills needed by a city are standard to many organizations, both GIS and AudioNisual are specialized skills separate to themselves and IT Support Service Providers that respond to similar RFPs often do not have these specialized skillsets. Keeping these categories in the RFP would create difficulties for many IT Support organizations who might decline to bid rather than acquiring the required specialized skill sets, reducing the overall pool of IT Service Providers that would be considered. For that reason, it is recommended that consideration be made to address both GIS Support Services and AudioNisual Services outside of the IT Services RFP Solicitation. GIS Support - Important benefits and productivity gains occur by attaching data records to relevant addresses and spatial maps using GIS to understand what is and will happen visually, in the City's geographic space. This new approach to management-managing geographically-is transforming the way cities operate and make decisions, but this valuable tool also requires specific skills to integrate, maintain, support and enhance the City's investment. There are several options to procure the necessary expertise for GIS Services. Most commonly, municipalities have created in-house position(s) for a variety of reasons, but can also be provided with an outside contractor or a GIS services provider. GIS is extremely institutional-knowledge heavy and a deep understanding of what data is available, how it is organized and who requests and provides external data makes managing and updating the system much easier. Staff recommends that GIS services are left out of the IT Services RFP process and that a separate decision be made among the available options early in AudioNisual Services - AudioNisual (AN) services refer to the implementation and management of commercial AN systems, such as those in use at Hesse Park for the broadcast of City Council and Planning Commission meetings, as well as setups for other public meetings including that involve microphones and are recording and/or broadcast. In October 2015, the local franchise agreement with Cox Communications, which currently provides for Public, Education and Government (PEG) broadcast services, will end and the City will need to assume responsibility for City Council and Planning Commission meeting broadcasts. Staff believes it is both prudent and cost effective to utilize the expertise of RPVtv's personnel to coordinate and centralize the City's audio and visual equipment and activities. Like GIS Services, Staff recommends that this issue be addressed early in

7 IT SERVICES RFP SOLICITATION DECEMBER 16, 2014 Page 7 of 12 Preliminary Activities System Migrations There are several systems hosted by the current Services Provider which are in need of upgrade and as the previous Nexlevel assessment suggested, should be migrated to modern commercial hosting providers. City control over these systems provides for ongoing stability in the event of a change in service providers as it would be difficult for one service provider to provide support for a system hosted by another service provider. A commercial hosting service provides for a modern framework to build upon and eliminates the security and management concerns of hosting website services in particular on-site. Staff has begun the process of upgrading these systems, including the City's website with associated list serve and streaming video components and the City GIS system. 1. Website PVNET hosts, programs and updates the City's website on servers located on City Hall property. While the website has considerable functionality, there are many new options for website hosting available since the website was initially implemented, with many cities opting for an off-site hosting service to eliminate bandwidth, security and administration issues associate with hosting of websites. The City's website underwent a minor upgrade in 2011 which modernized the main page, but the structure and pages deeper into the website remain in legacy form and are in need of a refresh for ADA compliance. The City's website includes imbedded list serve functionality and City Council and Planning Commission meeting video streaming, so a change in the website necessitates a change in those functionalities as well. As the cost of the new systems including implementation were each within the City Manager's authority, Staff conducted an informal bid solicitation for both website hosting and website streaming services. An internal website review committee considered the proposed solutions and CivicPlus was selected as the new website hosting service. Staff also reviewed the various video streaming solutions most commonly in use by municipalities and the Granicus Web Streaming and Agenda Management solution was selected. Those systems are in the process of being migrated now, and are scheduled for completion in March As discussions progressed related to website changes, it was proposed that the City change the current domain name to a name more in line with a municipal government. The idea of activating the official Government Services Administration (GSA) domain name was discussed with positive feedback, so in conjunction with the new website, the City will be changing the City domain name to Functionality will be in place to forward domain requests to the new domain along with a short "splash screen" informing visitors of the change for a minimum of one (1) year to insure a smooth transition. 2-7

8 IT SERVICES RFP SOLICITATION DECEMBER 16, 2014 Page 8 of GIS An upgrade to GIS services was recommended by Staff and approved by City Council in September ESRI support for the current system, ESRI ArcGIS 9, was retired in December 2013 and the City's proprietary viewer will not work with newer versions. The required ESRI ArcGIS 10, LARIAC4 (aerial imagery) and Geocortex viewer licenses have been purchased and the system is in the process of being migrated to the City's virtual server cluster with the assistance of the PVNET GIS Manager. IT Services Building Lease In 1996, an office building on City Hall property was leased to PVNET which they use to provide IT Services to the City. The lease required that notice be given by September of one year, in order for termination to be effective in December of the subsequent year. The City would like to renovate that building and create office spaces, as needed, for the IT Services Provider selected as a result of the IT Services RFP Solicitation. Not knowing who the eventual service provider will be, Staff recommended, and City Council approved, the termination of the IT Services Provider building lease with PVNET in August 2014, with the City expected to have control of the building in December The outcome of the RFP process will determine the future use(s) of this building, which could include office space for a new IT Services Provider. The lease of the PVNET "Annex" building, which is located adjacent to the RPVtv studio and is where PVNET conducts internships and training classes, was not affected by this action. IT Services RFP Solicitation RFP Schedule of Events The table below contains the proposed RFP Solicitation schedule of events: 1 City Issues RFP January 14, Deadline for Proposers With a Disability to Make Request January 23, Deadline for Letter of Intent to Propose January 28, Deadline for Written Questions and Comments January 30, City Issues Responses to Written Questions /Comments February 6, Deadline for Submitting a Proposal (4:00 PM) February 20, City Completes Technical and Pricing Evaluations March 4, City Conducts Optional Oral interviews March 5-6, Recommendations presented to City Council March 17, Contract Negotiations March 18 - April Award of Bid and Contract Signing April 27, Contract Start Date May 15, Start of Transition (2 weeks after Contract Date) June 1, Formal Proposer Go-Live July

9 IT SERVICES RFP SOLICITATION DECEMBER 16, 2014 Page 9 of 12 Technology Standards in the IT Services RFP Solicitation Unlike standard commodity item purchases (such as paper, paint or supplies), the provisioning of technology services requires a high level of technical expertise. The experience and qualifications of the senices provider is the single most important factor in the quality of implementations, as well as ongoing system effectiveness, including the control of costs such as additional required consulting senices. While IT SeNices RFP's are typically created with a minimum set of standards such as an organization's experience or qualifications which eliminate unqualified vendors, this IT SeNices RFP was designed specifically without minimum experience or qualification criteria. This strategy will allow for a wide range of senices providers to qualify and compete in the process, giving decision makers the widest array of proposals to consider. While the experience or qualifications of a vendor will not disqualify them from the process, an organization's level of experience and qualifications are taken into account during the evaluation process. Decision makers can then compare the benefits of a more qualified organization that might have a higher cost but provides the City with more experience and expertise to a less qualified organization that might have a lower base cost but require additional high level expertise. Each provider's senice model will have unique benefits that will be a part of the decision process. For example, senice providers with more expertise can implement a more advance computing environment and reduce the need for costly additional senice engagements, while organizations with less expertise might provide additional lower level staff available for quicker issue resolution. This RFP process is meant to allow for fair comparisons among a wide variety of proposals and the RFP evaluation process recommendations will vet the most appropriate technology and cost mix from the proposals received. Proposal Evaluations At the conclusion of the RFP solicitation process, senice providers will submit their sealed proposals, to be reviewed by an unbiased IT SeNices RFP Evaluation Committee consisting of a majority of external reviewers who will review and rate qualified proposals on a scoring matrix. The IT SeNices RFP Evaluation Committee will prepare recommendations for all proposals that meet the IT SeNices RFP solicitation requirements. Staff will present City Council with all IT SeNices RFP Evaluation Committee recommendations, Proposer information and Staff recommendations. City Council will then have the opportunity to review all information and recommendations, and act to approve contract(s) with SeNices Provider(s) as appropriate. IT Services RFP Evaluation Committee The IT SeNices RFP Evaluation Committee will consist of: One (1) RPV City IT Manager; 2-9

10 IT SERVICES RFP SOLICITATION DECEMBER 16, 2014 Page 1Oof12 Three (3) external City IT Managers or Directors familiar with the technology needs of a City; One (1) IT Services consultant specializing in municipal government IT management, not affiliated with any entity associated to the IT Services RFP solicitation; and One (1) RPV City Council member to verify an unbiased and open process was conducted. Scoring Matrix Proposals will be evaluated using a scoring matrix designed to provide the most fair and consistent recommendations weighted in a way that best meets the City's need for IT Services. Technical capabilities are featured, but the heaviest single weight is based on cost considerations to insure the City receives best value for the best services. The matrix is formatted in such a way to provide clarity for future City Council consideration. Methodology to Meet RFP Requirements (weighted 15%): This evaluation section grades Proposer's proposed methodologies to achieve the objectives of the RFP such as the ratio of on-site personnel and remote resources, proposed system monitoring solutions, project management capabilities, capacity, etc. Important proposal characteristics include thoughtfulness, innovativeness and effectiveness of the solution proposed, clarity of approach and overall proposal methodology. Organizational Experience (weighted 20%): The quality, quantity and complexity of Proposer's successful past performances on similar engagements will be considered as a significant indicator of the Proposer's technical competency and capability to complete this engagement. Expertise is gained by working on many different engagements and can be a major advantage to the City. Organizations with many highly successful and complex engagements is preferred. The evaluation of references and past engagement successes will play a key role in this category. Organizational Capabilities (weighted 20%): Consideration will be given to the qualifications of the Proposer's personnel proposed for assignment to the engagement. The Proposers availability of additional staff for escalation and assistance in order to reduce the amount of outside contractor assistance required will be a factor. Organizations who are particular in hiring practices and who recruit and retain personnel with more years of experience and who concentrate on training their personnel resulting in technology certifications will score well in this category. Implementation (weighted 15%): The proposal will be evaluated for the completeness, and realism of the approach to deliver the services in accordance with the requirements of this RFP. Number of staff hours proposed for day-today assistance and the availability of highly qualified staff assigned to resolve complex issues and for implementation assistance are factors in this category. Past engagement performance based on references will also be reviewed. Cost (weighted 30%): This evaluation is based on the Proposer's cost model inclusive of fixed and additional service fees. Note that a low-cost bid, in and of itself, will not be sufficient to score high in this category if the quality of services 2-10

11 IT SERVICES RFP SOLICITATION DECEMBER 16, 2014 Page 11 of 12 or personnel available indicate the probable need for additional consulting for advanced technology needs in the future. Evaluation Documentation While the IT Services RFP Solicitation has a low technical threshold, allowing for a wide range of IT Services Provider proposal submittals, there are specific required components that must be included for all proposals to be fairly evaluated. All proposals will be reviewed to insure required information is present as outlined in Section 4.2 of the IT Services RFP Solicitation including: Proposal Transmittal Letter Table of Contents Executive Summary Technical Proposal Qualifications Experience I Capabilities Approach Transition Pricing Special forms Statement of Work and Service Level Agreements o General Operations o Pool of Consulting Hours o Service Level Agreements Other required Proposer materials Any proposal that does not include all required documentation will be rejected and will not be presented to the IT Services Evaluation Committee for evaluation. A Rejected Proposal Letter will be issued to the Proposer and presented to the City Council during the review process. The IT Services RFP Evaluation Committee will review all accepted proposals and complete a Scoring Matrix and a Category Recommendations Summary Report explaining the evaluation scoring of every submittal that meets the proposal submission requirements as outlined in the IT Services RFP Solicitation. Services Provider(s) Selection The IT Services RFP process is expected to culminate with the City Council taking action to approve a contract with an IT Services Provider(s) starting July 1, 2015, for an initial term of four ( 4) years with two (2) optional one ( 1) year extensions. In order to assist with the decision, the City Council will be presented with: Scoring Matrix and Category Recommendations Summary Report from the IT Services RFP Evaluation Committee for all proposers who met the proposal submission requirements; Pricing Matrix from Proposers who met the proposal submission requirements; Rejected Proposal Forms from Proposers who did not meet the proposal submission requirements; and 2-11

12 IT SERVICES RFP SOLICITATION DECEMBER 16, 2014 Page 12of12 Overall recommendation report from Staff. City Council will in turn review and act on the recommendations received from Staff based on the IT Services RFP Evaluation Committee's recommendations. The City Council may then decide to take action to authorize contract negotiations with the selected provider(s) or authorize other action as appropriate. CONCLUSIONS The City is undertaking a project to fulfill an important "Government Efficiency, Accountability, Fiscal Control, Transparency and Oversight" 2014 City Council Goal. The IT Services RFP solicitation insures the City's IT Services are appropriate to provide residents with the highest level to technical services at the best possible value to taxpayers. Much thought has gone into both the process and the outcome of this project because of the critical supporting role technology plays in the City, as in all modern organizations. It is not known the extent of the overall cost savings, if any, the City will see as a result of this process, but perhaps most importantly, the City will have had the opportunity to review the methodologies and technologies available in today's IT Services Provider marketplace, and to insure we will procure those services at the best possible value to taxpayers. FISCAL IMPACT Ongoing fiscal impacts are unknown at this time, there is an expected impact to FY14-15 related to transition costs which will be determined during the IT Services Provider selection process, but those costs were expected and should be covered within the approved FY14-15 IT budget. Any future changes will be integrated into City Council approved annual budgets. Attachments: Exhibit A - IT Services RFP Solicitation Exhibit B - Sample Contract Exhibit C - Pricing Matrix 2-12

13 CITY OF RANCHO PALOS VERDES, CALIFORNIA REQUEST FOR PROPOSALS FOR OUTSOURCING SOLICITATION FOR IT SERVICES AND SUPPORT Issue Date January 14, 2015 Response Due Date and Time February 20, 2015, 4:00 PM 2-13

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15 TABLE OF CONTENTS 1 OVERVIEW Purpose RFP Schedule RFP Coordinator Assistance to Proposers with Disabilities Nondiscrimination Proposal Preparation Costs RFP Amendment and Cancellation Questions Pertaining to the RFP Letter of Intent to Propose Proposal Deadline Proposal Submittal THE CITY OF RANCHO PALOS VERDES Information Technology Outsourcing Objectives Contract Length City Departments and Responsibilities Information Technology Program Background I Overview Current Activities and Future Projects Solicitation Hours of Operations Categories of Support Services Support Services High-level Overview: City Facility Locations PROPOSAL EVALUATION PROPOSAL SUBMISSION General Instructions Format Proposal Transmittal Letter Technical Proposal Qualifications Experience I Capabilities Approach Transition Pricing Special Forms Anti-Collusion Affidavit Standard Terms and Conditions Understanding SLA Cross Reference Table STATEMENT OF WORK AND SERVICE LEVEL AGREEMENTS (SLA) General Operations Operations I Administration Services (SLA a, b, c) Help Desktop I Support Services (SLA a) System Administration I Infrastructure Services (SLA a, b, c, d) Voice and Communications Services: (SLA a, b) Network, Cabling, Switching, Routing & Wireless Services: (SLA a, b) Website Technology Service: (SLA a) Pool of Consulting Hours Service Level Agreements a. Administrative I Reporting b. IT Document Catalog Management c. Physical Security a. Help Desk Support a. Systems and Server Operations

16 5.3.3 b. Business Application I Database Management c. Capacity and Performance Management c. Disaster Recovery a. I Messaging I Conferencing b. Telephone Services a. Network Management b. Network Security a. Web Site Support ADMINISTRATIVE ELEMENTS Collusion Gratuities Required Review and Waiver of Objections by Proposers Proposal Withdrawal Proposal Errors Incorrect Proposal Information Prohibition of Proposer Terms and Conditions Assignment and Subcontracting Right to Refuse Personnel Proposal of Alternate Services Proposal of Additional Services Licensure Conflict of Interest and Proposal Restrictions Right of Rejection Disclosure of Proposal Contents Proprietary Information Severability RFP and Proposal Incorporated into Final Contract Proposal Amendment Consultant Participation Rights of the City Appendix A Network Diagrams Appendix B Servers Appendix C Printer, Copiers, Peripherals lnventory Appendix D Personal Computers Appendix E Business Applications Inventory/Web Services Appendix F Detailed Software lnventory Appendix G Current and Projected IT Projects Appendix H Standard Terms and Conditions

17 1 OVERVIEW 1.1 Purpose The City of Rancho Palos Verdes (City) currently outsources the maintenance and support of its technology infrastructure as well as other information technology services to an information technology services company. The contract covering these services is set to expire on June 30, The purpose of this Request for Proposal (RFP) is to describe the City's current technical environment and upcoming plans. Establish minimum requirements for ongoing support, solicit proposals for ongoing support from service providers, and gain adequate information from potential service providers so that the City may evaluate the services offered in order to choose the respondent that most closely match the City's requirements at the best possible cost. The City intends to select a company (Proposer) to provide full-service Information Technology (IT) facility management services in order to maintain and support its technology infrastructure based on the responses to this RFP. The City is open to Proposers providing all of the identified services or responding to specific options. The City recognizes that technology services may be accomplished in a variety of ways. This RFP contains the scope of work requirements that the selected Services Proposer must meet, or exceed, including general contractual requirements mandated by the City. Any specifications and processes delineated in this RFP reflect the current environment and are not intended to limit Proposers in developing and proposing their own solution in meeting or exceeding the requirements of this bid. However, all Proposers must explain thoroughly how their proposal meets or exceeds the service expectations specified in the RFP so that the evaluation committee can understand the specific advantages to each proposal 1.2 RFP Schedule Table 1, RFP Schedule of Events, represents the City's best estimate of the schedule to be followed. Unless otherwise specified, the time of day for the following events will be between 8:00 a.m. and 5:00 p.m., Pacific Time. The City reserves the right, at its sole discretion, to adjust this schedule as deemed necessary. Notification of any adjustment to the RFP Schedule of Events will be provided to all Proposers that submitted a Letter of Intent to Propose (Section 1.9). 1 City Issues RFP January 14, Deadline for Proposers With a Disability to Make Request January 23, Deadline for Letter of Intent to Propose January 28, Deadline for Written Questions and Comments January 30, City Issues Responses to Written Questions /Comments February 6, Deadline for Submitting a Proposal (4:00 PM) February 20, City Completes Technical and Pricing Evaluations March 4, City Conducts Optional Oral interviews March 5-6, Recommendations presented to City Council March 17, 2015 January 14, 2015 Page 3of

18 11 Contract Negotiations March 18 - April Award of Bid and Contract Signing April 27, Contract Start Date May 15, Start of Transition (2 weeks after Contract Date) June 1, Formal Proposer Go-Live July RFP Coordinator Table 1 - RFP Schedule of Events All communication relative to this RFP must be directed to the RFP Coordinator. Unauthorized contact regarding this RFP with other City staff may result in disqualification. The RFP Coordinator will be the sole point of contact for this RFP. Carla Morreale - City Clerk Hawthorne Blvd. Rancho Palos Verdes, CA cityclerk@rpv.com P (310) F (310) Assistance to Proposers with Disabilities Proposers with disabilities may receive accommodations regarding the means of communicating this RFP and participating in this procurement process. Proposers with disabilities should contact the RFP Coordinator to request reasonable accommodations no later tha11 the deadline for accommodation requests detailed in Table 1, RFP Schedule of Events. 1.5 Nondiscrimination No person will be excluded from participation in, be denied benefits of, be discriminated against in the admission or access to, or be discriminated against in treatment or employment in the City's contracted programs or activities on the grounds of disability, age, race, color, religion, sex, national origin, or any other classification protected by Federal or California State Constitutional or statutory law; nor will they be excluded from participation in, be denied benefits of, or be otherwise subjected to discrimination in the performance of contracts with the City or in the employment practices of the City's contractors. Accordingly, all Proposers entering into contracts with the City will, upon request, be required to show proof of such nondiscrimination and to post in conspicuous places, available to all employees and applicants, notices of nondiscrimination. 1.6 Proposal Preparation Costs The City will not pay any costs associated with the preparation, submittal, or presentation of any proposal. January 14, 2015 Page 4of

19 1. 7 RFP Amendment and Cancellation The City reserves the unilateral right to amend this RFP in writing at any time. The City also reserves the right to cancel or reissue the RFP at its sole discretion. If an amendment is issued, it will be provided to all Proposers submitting a Letter of Intent to Propose in compliance with Section 1.9 of this document. Proposers will respond based on the final written RFP and all exhibits, attachments, and amendments. 1.8 Questions Pertaining to the RFP Specific questions concerning the RFP should be submitted via to the RFP Coordinator (Section 1.3) according to the deadline outlined in the RFP schedule (Section 1.2) so that the City may prepare responses. Questions must reference the specific RFP Section and Page Number. Copies of all written questions and the City's responses will be ed to all Proposers submitting a Letter of Intent to Propose. (Section 1.9) 1.9 Letter of Intent to Propose A letter indicating a Proposer's intent to respond to this RFP with a proposal must be sent to the RFP Coordinator (Section 1.3) no later than the Letter of Intent to Propose deadline date detailed in Table 1, RFP Schedule of Events. Letters of Intent to Propose may be delivered by to cityclerk@rpv.com. Proposers may withdraw their Letter of Intent to Propose at any time before the deadline for submitting a proposal. The following information should be included in the Letter of Intent to Propose: Proposer Vendor Name Name, Title, and Address of Proposer Main Contact Address, Telephone Number (Cell I Office) of Proposer Main Contact Signed Statement of Intent to Propose by authorized officer Submittal of a Letter of Intent to Propose, by the specified deadline, is required to ensure a Proposer's receipt of RFP amendments and other communications regarding the RFP Proposal Deadline Proposals will be submitted no later than the Proposal Deadline time and date detailed in Table 1, RFP Schedule of Events (Note: It is the City's recommendation that the delivery method chosen require receipt confirmation). Proposers will respond to the RFP and any exhibits, attachments, or amendments. A Proposer's failure to submit a proposal as required before the deadline will cause the proposal to be disqualified. Proposers assume the risk of the method of delivery chosen. responsibility for delays caused by any delivery service. The City assumes no Proposals may not be delivered orally, by facsimile transmission, by , or by other telecommunication or electronic means. January 14, 2015 Page 5of

20 1.11 Proposal Submittal Proposers must submit one (1) original, signed Master, six (6) hard copies, and one (1) electronic copy on CD or memory stick in a sealed package. Proposals must be prepared on standard 8 1/2" x 11 ", on two-sided paper. The package should be clearly labeled: ATTENTION: CITY MANAGER PROPOSAL FOR OUTSOURCING SOLICITATION- IT SERVICES AND SUPPORT NAME OF PROPOSER PROPOSER'S ADDRESS PROPOSER'S CONTACT PERSON PROPOSER'S TELEPHONE NUMBER PROPOSER'S The proposal may be mailed, couriered, or hand delivered to: City of Rancho Palos Verdes City Clerk's Office - IT Services RFP Solicitation Hawthorne Blvd. Rancho Palos Verdes, CA All proposals must be received by the City Clerk's Office of Rancho Palos Verdes by the date and time shown in Table 1, RFP Schedule of Events. Proposals received after this time and date will be returned unopened. Postmarks will not be accepted as proof of receipt. January 14, 2015 Page 6of