Request for Proposals Information Technology Support & Consulting Services

Request for Proposals Information Technology Support & Consulting Services City of Calistoga Finance Department 1232 Washington Street Calistoga, California 94515 Date of Issuance: Deadline to Submit Proposal: June 3, 2016

of 13 Doc. 307141 I. REQUEST FOR PROPOSALS (RFP) The City of Calistoga is requesting proposals from qualified Consultants to provide information technology (IT) support and consulting services for the City. Proposals must address the requirements of this Request for Proposals (RFP). For your proposal to be considered, email the complete proposal in PDF format to gleon@ci.calistoga.ca.us and submit one (1) copy of the same proposal in a sealed envelope marked Proposal for IT Support Services to: Ms. Gloria Leon Administrative Services Director/City Treasurer City of Calistoga 1232 Washington Street Calistoga, CA 94515 The deadline to submit a proposal is June 3, 2016 at 4:30 P.M. If your proposal is not received by the Administrative Services Director on or before that date and time, then that proposal will not be considered. Sealed proposals may be submitted in person, via U.S. Mail, or by express courier at the address above. Fax submittals will not be accepted. Any questions regarding the RFP should be directed in writing to Ms. Gloria Leon at gleon@ci.calistoga.ca.us. Consultants will have the option before submitting a proposal to request a walk-through the City Facilities at a convenient time to receive an overview of the Information Technology Department.

of 13 II. GENERAL INFORMATION Overview The City of Calistoga ( City ) operates and maintains a full range of municipal services. It employs approximately fifty (50) full-time and thirty (30) part-time staff and is organized into eight (8) departments. The Finance Department is responsible for managing IT support services at the City, as well as strategic planning and coordination between various departments and the City s IT service provider. The City s entire IT staffing (which provides technician support, network administration, system administration, applications development and maintenance, data administration, and specific project development, implementation and support) has always been outsourced. The City is inviting proposals from experienced IT consultants to provide daily, consistent, and comprehensive IT support services and consulting, as well as ad hoc project planning and execution. The required services and performance conditions are described in Section III (Scope of Services). The most qualified Consultant will have the knowledge, expertise, staff, and availability to provide the required services in a small organization with diverse IT needs and a dynamic environment. The selected Consultant will enter into a three (3) year Professional Services Agreement with the City, commencing on July 1, 2016 and ending on June 30, 2019, with the potential to renew the agreement thereafter. City IT Inventory and Services The City requires IT support services and consulting at the following locations: City Hall (primary location) Police Station Fire Station Public Works Corp Yard Water Treatment Wastewater Treatment Plant Aquatic Center Parks and Recreation Main 1232 Washington Street 1235 Washington Street 1113 Washington Street 414 Washington Street 3522 Evey Lane 1185 Dunaweal 1745 Washington Street 1435 North Oak Street

of 13 Consultants should have the knowledge and ability to install, configure, upgrade, repair, and/or integrate all equipment listed. In general, the information technology at City Hall consists of 3 physical servers which reside at the Police Station. A majority of the users are on Dell both desktop (48 workstations) and 3 laptops. Most users are set up with software specific to their needs. All users are on a Microsoft Windows environment and utilize multiple applications vital to ongoing operations. Many applications are server-based with client access via the network. Essential applications include Multiple Operations Manager (MOM) financial management software, HDL business license software, Citizenserve, GIS tool, Adobe products, Microsoft Office 2011 and, 2013. Of note, the City uses Outlook as its primary email and document library and management platform. Nearly all of staff s final and working documents are saved and shared ( routed ) via email and shared drives. III. SCOPE OF SERVICES The selected Consultant will manage the City s IT environment at all City locations listed in Section II. Overall, the Consultant s scope of services includes, but is not limited, to the following: A. Support Services 1. Systems Infrastructure Physical and virtual servers Workstations, notebooks, and mobile devices Other devices Server software, operating system, and applications 2. Network Administration Network access Remote and mobile access Internet and Wi-Fi support Switches and firewalls Network printers, copiers, faxes, and other devices

of 13 Network resource access Create, delete, and maintain user accounts Network software Virus protection SPAM filtering

of 13 3. Other Services Email administration Document management Domain administration Backup and replication services 4. Help Desk Support (on- and off-site computers and mobile devices) Software related issues (application and computer support) Hardware related issues (e.g., servers, workstations, notebooks, mobile devices, printers, copiers, fax machines, etc.) 5. Maintain Server, Operating System Software, and Other Applications Installation, configuration, testing, updates, and upgrades of server and operating system software, applications, and related hardware. Operating system and application upgrades and patching (servers and computers) Review performance logs and monitor system performance Troubleshoot 6. Consultant will evaluate IT needs on a regular basis and evaluate, maintain, repair, and/or recommend replacement of equipment and software as identified. 7. Manage the City s software licensing and administer hardware warranties. 8. Work with other IT consultants/vendors to resolve issues with software and hardware for the implementation of City s IT projects. 9. Communicate with the City s line of business application providers to facilitate technical support. 10. Obtain quotes for IT purchases, when requested. 11. Attend meetings when requested by City staff. 12. Participate in the City s budget process, when requested. 13. Maintain and update the City s IT inventory database and track service requests and historical reports that can be accessed by authorized Staff.

of 13 B. Consulting and Project Management Consultant will provide strategic planning and oversight of the City s IT services and inventory and contribute to the development and implementation of long-term goals, projects, and objectives to achieve the City s technology priorities. Such advisory and project management services include, but are not limited to, the following: 1. Conduct a review to identify and evaluate current systems including operating systems and/or network software, hardware, methods and techniques that can improve systems/network reliability and performance. Present findings in periodic meetings with Administrative Services Director and other staff. 2. Perform an annual technology audit, which should include the current environment infrastructure, completed projects, past and current service requests, and prioritized recommendations for subsequent periods. 3. Review and recommend backup and redundancy solutions to ensure servers and data are protected and operational in the event of an emergency, power surge, and/or power shut downs. Implement solutions, if endorsed. 4. Recommend offsite backup solution. 5. Plan and coordinate the migration of data to new applications and technologies, if endorsed. Provide or coordinate staff training on use of the applications and technologies. 6. Recommend new or revised IT policies, procedures, and standards given expertise and industry standards. C. Basic Service, Office Hours and Staffing 1. The Consultant must provide onsite/offsite IT services city-wide during the City s business hours, which are 8:00 A.M. 4:30 P.M. Monday through Friday. The Police and Fire departments are open 24/7. 2. Consultant must also provide preventative server and workstation maintenance service outside of business hours (e.g., patches, updates, etc.).

of 13 3. Consultant must provide live and/or remote emergency support and maintenance services outside its normal business hours, in the event of an emergency or high priority situation. 4. Consultant must also provide 24/7 disaster recovery and failover services. The Consultant shall provide all labor, equipment, tools, fuel, materials, insurance, supervision, and all other items needed to deliver excellent regular and non-regular IT support services and consulting. The duties listed in the Scope of Services are intended only as illustrations of the various types of work that may be required. The omission of specific statements of duties does not exclude them from the Scope of Services if the work is similar, related to, or is a logical assignment to any of the services above. IV. PROPOSAL REQUIREMENTS For your proposal to be considered, email the complete proposal to gleon@ci.calistoga.ca.us and submit one (1) copy of the same proposal in a sealed envelope marked Proposal for IT Support Services to the Administrative Services Director by June 3, 2016 at 4:30 P.M. The proposal shall be based on the Scope of Services and shall include, but not be limited to, the following information: A. Consultant s Background 1. General information about Consultant (i.e. location of office(s), years in business, organization chart, number and titles of staff, and any certifications or degrees). 2. Name, title, experiences and qualifications of the personnel that will be assigned to the City to perform the Scope of Services. 3. A list of past and current clients for IT consulting and support services of approximately the same size as the City of Calistoga. Provide a brief description of the services provided and dates of service.

of 13 B. Proposal Summary 1. Provide a statement of how your firm differentiates itself from other firms. 2. Provide a conceptual plan for meeting the Scope of Services, in a manner that you believe is appropriate for the City. Indicate how the resources of your firm (e.g. number and type of personnel allocated by hours) will be allocated. 3. Provide a statement describing the degree of work that is to be subcontracted, if any. C. Communication 1. A description of how your firm communicates with clients regarding the status of your assigned duties. 2. Report formats used to keep clients informed of project and maintenance status. D. Cost 1. Total fixed annual cost for first three (3) years, payable monthly, to provide routine, emergency, disaster recovery, and other IT consulting and support services for the City, as described in Section III, Scope of Services. 2. An hourly rate sheet for special projects and any additional work requested by the City and performed with additional staff (e.g., new server installation, major workstation/software rollout, etc). E. Supplemental Information Outlook The City uses Outlook as its primary email and file sharing document library and management platform. Nearly all of staff s final and working documents are saved and shared ( routed ) via Outlook. Detail your firm s experience working with Outlook. 1. Provide a recommendation, with pros and cons, on whether the City should continue using Outlook or switch to an alternative file library, email, and management platform.

of 13 2. If an alternative is recommended, please provide: Name of the alternative program(s) that would best support the City s IT infrastructure, needs, and uses Your firm s experience working with the alternative program(s) Estimated total cost of implementation, migration and training. List all hardware, software, labor, and staff training costs Project schedule Remote Site Connectivity The City uses a wireless link radio mounted equipment to provide network connectivity for remote sites. There is fiber optic connectivity at the police station which then connects to City Hall, fire station, public works corporation yard and the pool facility location. Comcast is the provider of the fiber optic connectivity. In addition a T1 line provides access from City Hall to the water treatment plant on Evey Street. 1. Provide a cost effective recommendation, with pros and cons, on whether the City should maintain the existing structure or switch to an alternative configuration. 2. If an alternative is recommended: Provide a detail of the alternative configuration. Detail your firm s experience working with the alternative configuration. Provide an estimated total cost of implementation. List all hardware, software, and labor costs and cost savings, if any. Project schedule Security F. References List three (3) references for which your firm has provided IT support services within the past five (5) years. Include the following for each reference: 1. Name, address, and phone number 2. Size and description of the reference 3. Dates of service and brief description of the services provided

of 13 G. Additional Information Provide any additional information you believe will be helpful to assist in the review of your proposal. Include any attachments, exhibits, or reports which may help us gain an understanding of your firm s ability to provide IT support services and consulting to the City of Calistoga. Please note the City will require the selected Consultant to enter into a Professional Services Agreement. All proposed changes to the Agreement shall be incorporated into the proposal. To obtain a sample Agreement, call (707) 942-2803. V. CONSULTANT SELECTION PROCESS / SCHEDULE All proposals will be reviewed by a Selection Committee comprised of City Staff. The various significant criteria that will be considered in the evaluation of proposals are summarized below. The City s final selection will not be dictated on any single factor or criteria including price. The relative importance of those factors involves judgment on the part of the Selection Committee and will include both objective and subjective analysis. A consultant may be eliminated from consideration for failure to comply with any of the requirements, depending upon the critical nature of such requirements. 1. Meaningful experience providing IT consulting and support services 2. Cost 3. Compliance with Scope of Services (Section III) 4. Responsiveness and thoroughness of proposal 5. Personnel proposed to work on the project and the qualifications of those individuals, reference checks, verification of certification, if applicable, and ability to satisfy insurance requirements 6. Any other factors determined by the City to be relevant to the performance of these services. The City of Calistoga reserves the right to request clarification of additional information from any Consultant at any time. After evaluating the proposals and discussing them

of 13 further with the finalists, the City of Calistoga reserves the right to further negotiate the proposed work and/or method and amount of compensation. The Agreement will be awarded to the Consultant who meets all of the requirements, offers the most advantageous combination of low price and high ranking for various components contained herein, and whose proposal best serves the interest of the City as determined by City Council. Only one contract will be awarded. If the City at any point determines the work is not progressing in the appropriate manner, then the City has the right to request a new project manager and/or terminate the contract with the selected Consultant. Following is the anticipated schedule for the Consultant selection process: Release of RFP 05/04/16 Proposals Due at 5:30 p.m. 06/03/16 Proposal Evaluation Period 06/13/16 Agreement Approval 06/27/16 VI. RIGHT TO REJECT ALL PROPOSALS The City reserves the right to reject any or all proposals submitted, and no representation is made hereby that any contract will be awarded pursuant to this RFP. Receipt of a proposal by the City does not constitute a contract with the City. All costs incurred in the preparation of the proposal and subsequent material, including a proposal, in the submission of additional information, and/or in any other aspect of a proposal prior to the award of a written contract will be borne by the proposer. The City will provide only the staff assistance and documentation specifically referred to herein and will not be responsible for any cost or obligation of any kind, which may be incurred by a proposer. All quotes, inquiries, responses, correspondence, proposals, reports, charts, displays, schedules, exhibits, and other documentation or other information submitted to the City in response to this RFP will become the property of the City and a matter of public record. The City retains the right to abandon the proposal process at any time prior to the actual execution of a contract with no financial or other responsibility in the event of such abandonment. The City reserves the right to negotiate all final terms and conditions of any agreement entered into.

of 13 VI. INSURANCE REQUIREMENTS The Consultant will provide insurance certificates naming the City of Calistoga, and each of its officers, employees, and agendas, as additional insureds for General Liability and Automobile Liability; the proposer must provide Workers Compensation insurance in the amounts required by California law and Professional Liability Insurance coverage, as provided in the City s standard Professional Services Agreement, but no less than the following amount: Errors and Omissions in the amount of $1,000,000 per occurrence. The insurance certificate will contain a provision stating that the City will be given thirtydays (30-days) prior written notice in the event of cancellation or reduction in coverage. The Consultant will also execute an agreement that will include a provision for indemnity and defense in a form provided by the City. VII. Background Check The selected Consultant will be required to have a background check through the Department of Justice.