RFP 20764 Help Desk and Field Support Question and Answers

RFP 20764 Help Desk and Field Support Question and Answers RFP 20764 - Provide Help Desk and Field Support 1) I could not find the Proposal Form mentioned on page 6 item number 1 and on page 7 item a and h. How do I go about acquiring this form? A: This refers to your entire Proposal that must be submitted especially page 65. 2) I could not find the Proposer/Submitter Experience and System Capabilities form as mentioned on page 3 and page 48 item #5. Where is this form located at? A: This was a typo in the RFP Document and should read Appendix B Submitter Experience and Support Capabilities not Appendix C. Appendix B Submitter Experience and Support Capabilities form begins on page 79 and continues to the end of the document. 3) Page 47 of Solicitation Could you clarify organizational metrics in Section 3, sub-section Executive Summary? A: This refers to the standards or ways and means of measuring your organization's success, achievements, goals. How does your firm show it has reached a goal? What measurement(s) does your firm use to quantify reacing a goal(s). 4) What Organizational Metrics is CMSD looking for? A: As noted in the previous questions, this refers to the standards or ways and means of measuring your organization's success, achievements, goals. We are interested to know how your company quantifies or measures success. What measurements will you use to show you have adhered or exceeded the service levels to which we mutually agree, should you be the selected service provider. 5) Are any vendors helping to manage the bid process for this bid? A: None. 6) On page 18, the RFP states to provide the name and address of every person having an interest in proposal. Can you please clarify what this means? A: All Administrative parties that will be working on or profiting from award of this proposal. Q and A Page 1 of 15

7) Would it be appropriate to leave off names, but still include resume? A: No. 8) Can we get a list of the other vendors who attended the pre-bid meeting? A: Copies of the sign-in sheets will be included with the Addendum 9) Will we be able to see the bids from other vendors after all the responses are in? A: Proposals do not become Public Record until after award is made and contract signed. After that a written request may be sent to External Affairs. 10) Will any other vendor see our response? A: Once it becomes Public Record - Yes 11) Typically, a technician is involved with all issues relating to desktops. The RFP has indicated that the duties of the tech relate to hardware and software updates. Which of the following will also be the responsibility of the field technicians? a) Operating system issues and reimaging, b) Connectivity to the LAN which involves wiring, hubs, switches. c) General purpose office software such as MS Office, adobe etc d) Specialized software education, testing of students etc. A: The following will also be the responsibility of the field technicians: a) Operating system issues and reimaging, but only for non Ardence Machines. b) Connectivity to the LAN which involves wiring, hubs, switches, but field support ends at the wall plate, c) General purpose office software such as MS Office, Visio, Adobe, etc. d) Specialized software education, testing of students, etc. e) Wireless network config issues f) Connectivity to ancillary devices, e.g. monitors, printers, projectors g) Set-top boxes h) Smartboards 12) Laptops are included in the support requirements. Normally, field techs have a limited role in laptop hardware support other than replacing some parts such as memory, optical drive, hard drive and battery. The remaining is done in the factory. Will there be any other items of hardware support for laptops? A: The LCD, system boards, battery on system board and power supply battery; basically the same as for the desktop pc. Q and A Page 2 of 15

13) How many laptops approximately will be supported? A: 1500 laptops 14) What are the make and models of peripherals with approximate quantities to be supported? A: We do not track peripherals. 15) Refer Page 53 line 2: Please clarify the following statement: Proposal to be exclusive of equipment and utility software" is not understood. A: The pricing of the service should not include the service provider's cost to supply and/or deliver the requested service, i.e. the cost of doing business assumes the service provider has the necessary equipment and/or software to perform the service. The District will not purchase equipment or software that you may need to deliver the service. 16) On Page 54 under Service Level Priority 1, it is mentioned that some parts are the responsibility of the vendor. Please clarify this. A: A. There are three aspects to this: (1) For under warranty equipment, the service provider is expected to manage the resolution with the warrantee service provider from start to finish, including, but not limited to, troubleshooting/contacting the warrantee service provide, receiving of the replacement part and the installation of the part/unit. (2) For out-of-warranty PC's where the motherboard, power supply and hard drive are broken, the District will provide a replacement PC; the service provider ("SP") is expected to deliver and set up the refurbished replacement PC at the appropriate site; the SP is expected to take the broken, old PC to a location the District will designate. (3) Additionally, the SP will be expected to dismantle PC parts of older PCs that are no longer functional, so these parts may be reused in other PCs (i.e. ones where the motherboard, power supply and hdrive function). (4) Non-warranted equipment, other than PCs (e.g. printers): once the field tech determines the problem; the District will determine whether to purchase the needed part(s) or not. Additionally, the service provider is expected to comply with the District's Green Initiative and follow the guidelines as determined by the District. Q and A Page 3 of 15

17) Parts management is a major component of service. Please provide more details on CMSD s expectations in this regard. A: There are three aspects to this: (1) For under warranty equipment, the service provider is expected to manage the resolution with the warrantee service provider from start to finish, including, but not limited to, troubleshooting/contacting the warrantee service provide, receiving of the replacement part and the installation of the part/unit. (2) For out-of-warranty PC's where the motherboard, power supply and hard drive are broken, the District will provide a replacement PC; the service provider ("SP") is expected to deliver and set up the refurbished replacement PC at the appropriate site; the SP is expected to take the broken, old PC to a location the District will designate. (3) Additionally, the SP will be expected to dismantle PC parts of older PCs that are no longer functional, so these parts may be reused in other PCs (i.e. ones where the motherboard, power supply and hdrive function). (4) Non-warranted equipment, other than PCs (e.g. printers): once the field tech determines the problem; the District will determine whether to purchase the needed part(s) or not. Additionally, the service provider is expected to comply with the District's Green Initiative and follow the guidelines as determined by the District. 18) In normal circumstances, warranty parts are obtained from the manufacturer. Will the delay or backordering from manufactures lead to breach of SLA? A: Not under normal circumstances. The exception would be Priority 1 SLA. Devices falling under Priority 1 will be mutually determined between the selected vendor and the District prior to the start of the contract. 19) What percentage of desktops/laptops/peripherals is under warranty? A: Roughly, one-third of desktops/laptops are under warranty. We do not track peripherals. 20) What is the replacement policy of CMSD i.e. for how many years is the equipment kept in service? A: We have no such policy. We use our equipment until "death does us part". 21) Will CMSD be providing space for our help desk at a central location and for the techs in a few schools which will be the hub for the support? A: CMSD can provide ample space at Woodland Data Center (4966 Woodland Ave) on the third floor; however, we can make no guarantees or arrangements at any individual school site. That is determined by the building's principal. Q and A Page 4 of 15

22) Will there be some staff of CMSD or from the previous vendor to help in the transition? A: Yes. CMSD/MIS staff will provide as much information and assistance as possible; our interest is to have a seamless transition. We expect the incumbent service provider to assist as well. 23) Will CMSD provide help desk software for ticketing? A: Yes. The District currently owns Track-It! 24) Please clarify Service Provider Question #12 on page 64 of RFP 20764. A: CORRECTION: Item #12, page 64 should read: "Describe the process and methodologies that your service uses to identify and move items from first level to second level and above support. In other words, please describe the levels of support you would expect to have and the process/methodologies to transfer issues between them." 25) Please define first level and second level support A: As part of your proposal, we expect the proposer to define their definition of first, second, third, etc. level support. These can always be mutually reviewed. 26) Is this question asking for how items (ex: call tickets) move INBOUND from the User to the Help Desk to a higher or different escalation path or OUTBOUND from an internal source to the Help Desk to the User in a de-escalation or resolution path. A: Currently, the user notifies via 'phone or email the Help Desk. The Help Desk agent either resolves the issue or opens a ticket. The ticket is assigned to the appropriate area. The appropriate area resolves the issue and closes the ticket. 27) The solicitation includes both a Vendor Request form and W-9; however, neither the proposal requirements nor submission instructions refer to these forms. Are these forms required for submittal in order to be considered responsive? Do these forms need to be submitted prior to proposal due date? A: All District forms are mandatory to be completed and submitted with proposals. These are internal forms that are required if you should win the award. Q and A Page 5 of 15

28) Please describe the process that you would like us to take that will enable us to price the managed service to staff augmentation in options 3 and 6. A: To move from the Turnkey (managed by the service provider with a point of contact from MIS/CMSD) to the Staff Augmentation model, in effect, means that the management of the service provider's staff moves to the purview of the District's management staff. The process to be used to achieve this transition/move (from the service provider's management of their staff to the District's management of the service provider's staff) would be mutually planned and executed. 29) Regarding the above-mentioned solicitation, on Page 47 of the solicitation, under Technical Solution could you clarify what the District is looking for in terms of the Equipment and Materials Specifications, as the Contract is for Help Desk services? The item states to include information on extended warranty and support programs available from either the manufacturer or vendor; include manufacturer s brochures and full technical specifications for all equipment and materials proposed, however, as this Contract is for Help Desk services, it is unclear what information is requested. A: This is a standard statement in our RFP for the purchase of equipment. In this instance we are seeking mainly maitnenance, Help Desk and Field support services. 30) Do you need to bid on the RFP in its entirety, or can you bid on just the Help Desk portion or just the Field Support portion? A: You must respond to the RFP in its entirety. You must include the Help Desk portion and the Field Support portion. 31) Do the forms need to be completed by just the prime contractor, or both the prime and sub-contractor? A: All forms must be completed by the Prime. Only one document within the DBE forms must be signed by the sub. Form D Letter of Intent Q and A Page 6 of 15

32) This is regarding the help desk RFP. We are interested to participate as we are into this business. Can you clarify, that whether we can give an economic solution where this will be a hybrid model support as in phone call can be routed to India and field technicians if required will be from the US. Kindly let me know, so that I can start working on this RFP A: The District seeks proposals which best meet its needs in accordance with all of the information provided in the Request For Proposal; please review the stated award criteria (p. 46). Vendors are expected to use creativity and skill in crafting the proposal that the District can consider under its Request For Proposals. Also, please review 'Assumptions' (p. 56), as well as all other specifications and requirements in the RFP. 33) Is there an incumbent contractor performing this work currently? A: Yes it is Pomeroy. 34) Are they providing satisfactory service and meeting your expectations? A: The current contract with the current vendor expires June 30, 2009. The District posted the RFP to secure a new contract for these services. 35) What are the current contracted service rates? A: This is public information. Please contact the District's External Affairs Department to request the information. 36) What was the total value of this contract for 2007, and YTD for 2008? A: This is public information for which you must contact the District's External Affairs department. 37) Are there any penalty provisions in your current contract that fines the Vendor for not meeting response times? If yes what are they? A: You may contact the District's External Affairs Department to set up a time to review the current contract. 38) Does the current Vendor provide a database or tool to track the service requests or is it owned by the District? A: The software is Track-It and it is owned by the District. Q and A Page 7 of 15

39) If the District owns the service request tool, are there enough licenses for the Vendor or shall the Vendor purchase their own licenses? A: The Help Desk tool the District currently uses is Track-It! The Track-It! module is for the tickets and their tracking only. 40) Is there any existing historical data? If yes, will this information be available to the new Vendor to provide a service history of equipment? A: The District's MIS department will provide as much information as possible to help the vendor transition seamlessly by July 1st, 2009. 41) How many Help Desk calls do you receive on average per month? A: Please see the reports in the Addendum. 42) How many field services requests do you receive currently per month? A: Please see the reports in the Addendum. 43) In the event of a computer hard drive failure and new device rollouts, will the Vendor be responsible for transferring old data to the new hard drive? A: Yes. This is performed by the Field Techs. 44) How many work stations does the district own? Would you provide a general inventory list including equipment manufacturers, models, and numbers? A: The District has approximately 15,000 to 17,500 desktops and laptops. HPs, Dells primarily; Dells - 150's, 240s, 260s, 270s, 280s, 620s, and 755s. HPs - 5100, 5700, 5800s, 4400s. Laptops - assortment of manufacturers and models. 45) What other devices are we to support? A: The District has stated it's requirements and needs within the specifications and the clarifications provided in the Q&A, as the Addendum. 46) What operating systems and desktop office applications does the helpdesk support? A: Windows XP, Win2000, Vista, MS Office family, numerous educational software applications, Adobe Acrobat Q and A Page 8 of 15

47) Do you have any statistical reports that show the type of service calls, the locations, and the number of calls? A: Please see the reports in the addendum. 48) Do we provide warranty services? If yes what manufacturers? A: Field techs work with the warranty providers. 49) What percentage of your equipment is out of warranty? A: The district does not track this information. 50) Are there networking equipment and/or servers to be maintained? A: All Networking equipment and servers are covered under other contracts. Networking equpment and/or servers are not to be covered as part of this RFP. 51) How do you currently handle parts? How would you like to handle it in the future? A: There are three aspects to this: (1) For under warranty equipment, the service provider is expected to manage the resolution with the warrantee service provider from start to finish, including, but not limited to, troubleshooting/contacting the warrantee service provide, receiving of the replacement part and the installation of the part/unit. (2) For out-of-warranty PC's where the motherboard, power supply and hard drive are broken, the District will provide a replacement PC; the service provider ("SP") is expected to deliver and set up the refurbished replacement PC at the appropriate site; the SP is expected to take the broken, old PC to a location the District will designate. (3) Additionally, the SP will be expected to dismantle PC parts of older PCs that are no longer functional, so these parts may be reused in other PCs (i.e. ones where the motherboard, power supply and hdrive function). (4) Non-warranted equipment, other than PCs (e.g. printers): once the field tech determines the problem; the District will determine whether to purchase the needed part(s) or not. Additionally, the service provider is expected to comply with the District's Green Initiative and follow the guidelines as determined by the District. 52) What is the percentage markup on parts that the current Vendor charges? A: Please see the RFP for specifications. Q and A Page 9 of 15

53) What type and brand of networking equipment requires maintenance? A: All Networking equipment is covered under other contracts. Networking equpment is not to be covered as part of this RFP. 54) Are we required to perform a physical inventory of District equipment? yes, how would you like us to bill for this time? A: Please review the RFP for specifications, section "Other Requirements", page 56. Price is inclusive of the proposals costs, with no additional billing for this task. If 55) How do you currently handle travel time? A: AS stated in the RFP Page 56) "CMSD will not be directly billed nor additionally charged for any transportation costs including but not limited to mileage". Travel time is considered to be part of this contract and CMSD should not be directly billed nor additionaly charged for it. 56) Is the current Vendor charging for travel time and mileage? If yes, should we provide that as a separate proposal or as an amendment to this proposal? A: AS stated in the RFP Page 56) "CMSD will not be directly billed nor additionally charged for any transportation costs including but not limited to mileage". Travel time is considered to be part of this contract and CMSD should not be directly billed nor additionaly charged for it. 57) How many square feet of space can a Vendor expect for their helpdesk and depot locations on District property? A: The Woodland Data Center has ample space. 58) Will the District provide all office equipment, telephones, workbenches, part storage and supply for our staff? A: The District will provide space, PCs, and working land lines. For Help Desk agents the district will provide handsets connected to an ACD system. All other equipment is the responsibility of the service provider, for which CMSD should not be billed separately or additionally. 59) Are you willing to consider alternative proposals that may be advantageous to your customer service goals? A: The proposals must be responsive to the specifications as stated in the RFP. Q and A Page 10 of 15

60) Are we to provide additional IT Services including moves, adds, and changes, rollouts, etc? If yes how many per year? Do you have a list of services performed? A: Please review the RFP specifications in the Functional Description and Assumptions sections, as well as other sections of the RFP. 61) How are the additional services, if any, are being currently billed? How would you like to see them billed in the future? A: The District will work with the selected service provider to arrange for the billing and invoicing process. 62) Are there any existing issues that you would like to see the future Vendor address in their proposal? A: The District has stated it's requirements and needs within the specifications 63) Please clarify Product and Service Provision approach: particularly where sub-contractors are to be employed. Is the District requesting a staffing/recruiting process? Selection of subcontractors? A: Please describe the approach that your company uses to deliver the proposed products/services for your response paying particular attention to the use of sub-contractors that are to be employed. 64) Do you have Track-it licenses for all your assets? A: No. Track-It! is currently only being used for the tracking of help desk issues/tickets. The district is not using it for the tracking of assets. 65) I wanted to submit a request to external affairs to review the invoices for 2008 as they relate to Help Desk and Field Support. Can you tell me who I need to email? A: I believe you mean the last RFP submittal and contract for the Help Desk. To make a Public Records request, you must contact the District's External Affairs Department. 66) Are reports available that will show the totally (sic) number of CMSD sites and locations and the number of computers/peripherals in that building? A: Please see the reports in the Addendum. Q and A Page 11 of 15

67) Are reports available that will show Call demographics for the number of tickets dispatched to the field support techs by school/site/location? A: Please see the reports in the Addendum. 68) How much was the previous contract for? A: This is public information. Please make the request to the External Affairs department. 69) Can we see a copy of that contract? A: This is public information. Please contact External Affairs. 70) For clarification who provides the parts needed for both in-warranty and out of warranty repairs? A: There are three aspects to this: (1) For under warranty equipment, the service provider is expected to manage the resolution with the warrantee service provider from start to finish, including, but not limited to, troubleshooting/contacting the warrantee service provide, receiving of the replacement part and the installation of the part/unit. (2) For out-of-warranty PC's where the motherboard, power supply and hard drive are broken, the District will provide a replacement PC; the service provider ("SP") is expected to deliver and set up the refurbished replacement PC at the appropriate site; the SP is expected to take the broken, old PC to a location the District will designate. (3) Additionally, the SP will be expected to dismantle PC parts of older PCs that are no longer functional, so these parts may be reused in other PCs (i.e. ones where the motherboard, power supply and hdrive function). (4) Non-warranted equipment, other than PCs (e.g. printers): once the field tech determines the problem; the District will determine whether to purchase the needed part(s) or not. Additionally, the service provider is expected to comply with the District's Green Initiative and follow the guidelines as determined by the District. 71) Which make and model of peripherals with approximate quantities will be supported? A: We do not track peripherals. Q and A Page 12 of 15

72) Section 12a on page 7 mentions evidence of State certification. Is it mandatory of the company bidding to have been pre-qualified by the state as a vendor prior to bidding on this contract? If yes, can our sub-contractor meet this requirement? A: Yes. You must be licensed or certified to operate a business within the State of Ohio prior to bidding on this contract. If the sub contractor can meet the requirement then they must bid it as the prime. 73) Please let us know the quantities of all major items being supported Desktops, monitors, smart boards, Laptops (qty 1500 known) etc. A: See previous responses that respond to this question. 74) Your answers indicate that education software will also be supported by the techs. Please list all such software. A: Please refer to Addendum #1 for a sample listing. 75) Which education software has trained application support staff in the school district? A: N/A to the specifications. 76) What education software is under maintenance plans or warranty? A: None that we are aware of. 77) Does the Help Desk location need to be Cleveland? A: AS this is an RFP the District seeks proposals which best meet its needs in accordance with all of the information provided in the RFP and stated award criteria. 78) Who is the current Help Desk? A: Pomeroy Solution. 79) What is the number of people currently supporting the Help Desk? A: Staffing varies and is determined by current provider. 80) What is the call volume per day? A: Please refer to Help Desk report Set 1 and 2 in Addendum #1. Q and A Page 13 of 15

81) What days is the Help Desk operational? A: Monday through Friday approximately 7:00 am until 7:00 pm. 82) What is the number of PCs? A: The District currently has approximately 15,000 to 17,000 PCs. 83) Are smartboards, projector and camera being supported by the Help Desk? A: Yes excluding cameras. 84) What is a STEM School? A: STEM stands for Science, Technology, Engineering and Math. 85) Would it also be helpful to address some of the curriculum needs that the Help Desk would be getting phone calls on? (The Desktop side) A: Proposers should address only what is in the specifications of this RFP. 86) Who currently handles AppStream? A: Simple Integrated Systems currently handles AppStream for the District. 87) Can you describe your current KIP s and how many of your current calls are resolved on the first incident? A: Please refer Help Desk report Set 1 and 2 in Addendum #1.. 88) Is their remote access to the desktops the district now controls? A: Yes, however the Districts does not have the tools other than the access that Microsoft Windows provides. 89) Is there space for technician to have an office in the buildings? A: There is ample space at Woodland Data Center; however, School building are under the control of the principal and it would be their discretion. 90) Does the District support students and parents? A: Verbally and ticketing only. Q and A Page 14 of 15

91) How is the Help Desk notified of trouble issues? on the WEB? A: Fax, email and telephone calls and not via web. Can user report problem Q and A Page 15 of 15