Att K - SOW E-Rate Services.docx

RFP 27-88394

E-Rate Services RFP Exhibit K

STATEMENT OF WORK

I. EXECUTIVE SUMMARY

The purpose of this solicitation is to select a respondent that can satisfy the State’s need for Internet access and WAN Connectivity Services to Public Library Internet Consortium members. It is the intent of the Indiana State Library (“ISL”) to contract with a respondent that provides quality Internet access and WAN Connectivity Services for public libraries.

II. BACKGROUND AND CURRENT STATE

E-Rate is the discount telecommunication program available to schools and libraries from the federal government. The Indiana State Library holds the master contract for the Indiana public library E-Rate consortium.

Currently, approximately 144 public Library systems are members of the Public Library Internet Consortium with circuits in approximately 255 locations across the state.

Current annual expense across consortium members is estimated at $4,492,000. This figure is for informational purposes only and does not constitute a commitment under this RFP. Actual spending under this contract may fluctuate above or below this amount.

III. SCOPE OF WORK

a. OBJECTIVES OF ENGAGEMENT

The objective of this section of the RFP is to identify a Contractor who will plan, implement, and maintain high-speed data connectivity that will meet the current and future digital transmission service needs of eligible participants over the term of the contract. Each bidder will provide cost-effective, scalable, and flexible high speed data transport services that can connect eligible entities listed in Attachment D, Cost Proposal Template. When bidding locations listed in Attachment D, the Bidder must bid all costs to provide Internet access and WAN connectivity services.

All proposals must meet the technical requirements stated in Attachment F. Bidders shall provide services to the sites listed in Attachment D ‘Location Prices’ tab, in addition to the WAN locations listed on the ‘Locations for WAN Connectivity’ tab.

Indiana State Library seeks Internet access and WAN connectivity for public libraries from branch libraries to main library/library aggregation site and from main library/library aggregation site to Internet at download speeds ranging from a minimum of 10 Mbps to a maximum of 10 Gbps per site with the expectation that average sites may increase bandwidth over the life of this contract. All products proposed MAY NOT contain monthly data caps or bandwidth/speed reduction due to metered usage.

The service must include all customer premises equipment (included but not limited to router (updated as needed at no charge to the library), switches, and circuit terminations). A Service Level Agreement (SLA) must include customer support that will be available 24 hours a day, 7 days a week, 365 days a year. Customer support shall be offered via a toll-free phone number, email, live chat, site visits, and through an online ticketing system/help desk with dedicated network support. The service must include training on the equipment for each library and 24 hours a day, 7 days a week, 365 days a year network monitoring. The SLA must have a guaranteed QOS with a 99.99% network availability for each circuit. The network should provide commitments to frame/packet loss, network latency, and jitter. Additional features, such as resiliency or DDoS protection should also be described. The service should provide reporting tools that should be easy to use. Support must provide annual consulting with libraries to review and analyze bandwidth usage and a dedicated Account Services Manager who will identify and understand the library’s needs, will participate in the technology-planning process, as appropriate, and ensure current and future requirements are met. Support shall include consulting regarding E-Rate deadlines and rule changes and shall include assistance with E-Rate forms, Program Integrity Assurance questions, and appeals. This includes post contract forms, and vendors shall not be a part of any competitive bidding processes beyond supplying bids.

Vendor must be able to provide service statewide to all public libraries. Where fiber circuits exist, the vendor must be able to continue that technology. Where current network Quality of Service technology exists, the vendor must demonstrate ability to continue that technology. In the event that the consortium's current IP addresses must be changed as the result of this RFP, the vendor will provide separate pricing to make any necessary on-site configuration changes to customer owned equipment.

The vendor shall price the following services which may or may not be eligible for E-Rate as separate optional services if the vendor can provide such services or specify if the service is included as part of the package price (value-added.)

· Bandwidth shaping (non-E-Rate eligible)

· Quality of Service pricing for special state library services (non-E-Rate eligible)

· Cross connect at platform level to current and future state library services (non-E-Rate eligible)

· Engineering support for current and future state library services (non-E-Rate eligible)

· Disaster Recovery and backup site for current and future state library services (non-E-Rate eligible)

· PRI interface service solution at the platform for current and future state library services (non-E-Rate eligible)

· Web hosting (non-E-Rate eligible)

· Basic firewall services

· Filtering (non-E-Rate eligible)

· VoIP (non-E-Rate eligible)

· Email hosting (non-E-Rate eligible)

· LAN diagnostics (non-E-Rate eligible)

Service provider is preferred to utilize the Service Provider Invoice (SPI) method of reimbursement with invoicing to libraries for the undiscounted portion. Costs must include all charges to be invoiced to individual member libraries. (This is to include network access charges, any state and/or local access fees, Universal Service Fund fees, taxes, and any other fee in addition to the cost of the service to be invoiced to the library.)

Vendors must include, as part of their proposal, their vision of technology changes and strategies for adaptations applicable to these services during the next four years. Consideration will be given for additional value-added services to meet this vision.

b. DELIVERABLES AND DEADLINES

c. PAYMENT MILESTONES

The State Library Director shall annually authorize the level of service purchased by the ISL. As the master contract holder, the vendor shall invoice the ISL monthly for its discounted services. The vendor will invoice each E-Rate consortium member library that is receiving services separately.

IV. PROJECT MANAGEMENT

a. PROJECT MANAGEMENT PLAN

· Vendor account manager to meet with E-Rate consortium member libraries to discuss service levels. Vendor to assess equipment and services requested.

· Vendor confirmation of what services and equipment are eligible.

· Vendor assessment of services and equipment at each location.

· Vendor establishes clear scope of work for each location development.

· Vendor installation of equipment to ensure requested service level completed.

· Vendor implements and completes equipment training, as needed.

· Service beings

· Continuous monitoring

· Monthly reporting

b. KEY PERSONS

Jacob Speer Director, Indiana State Library jspeer@library.in.gov 317-232-3693

Katrice Anders-Jordan CFO, Indiana State Library kandersjordan@library.in.gov 317-232-3688

Stephanie Asberry Deputy Director, Indiana State Library stasberry@library.in.gov 317-232-3734

Hayley Trefun Public Library Services Consultant and E-Rate Coordinator, Indiana State Library htrefun@library.in.gov 317-232-1938

c. OTHER PROJECT STAFF

As ISL’s contracted E-Rate consultant, AdTec, Inc., is responsible for collecting data required to file FCC forms 470,471,486, & 472 as necessary to obtain Universal Service discounts for Category One and Category Two Services as defined in the Telecommunications Act of 1996 for the public libraries within the ISL E-Rate consortium. The winning vendor will provide necessary data to assist in this process, as requested.

Charity Hawkins E-Rate Consultant/AdTec, Inc.

charity@adtecerate.com

d. DOCUMENT MANAGEMENT

Retain all E-Rate-related contracts, bids, and billing records for 10 years from the last date of service.

e. STATUS UPDATES AND REPORTING

· Vendor shall report to the ISL at the completion of each deliverable in Section III.b. above.

· Vendor shall provide mid-year check-in meetings with the ISL.

· Vendor shall provide easy-to-use reporting tools and annual consulting with libraries to review and analyze bandwidth usage.

· Vendor shall provide monthly performance reports.

· Vendor shall provide 24 hours a day, 7 days a week, 365 days a year network monitoring

· Any issues shall be reported immediately to the affected library

V. INDEPENDENT VALIDATION AND VERIFICATION

In the event the State determines that any independent verification and validation ("IV&V") oversight is required by the State during the term of this Contract, the Contractor shall comply with any such oversight during the term of this Contract, pursuant to which an independent third-party review may be conducted by a reviewer selected by the State, for the purpose of verifying that the Contractor has performed its obligations in compliance with the terms of this Contract. In the absence of any such IV&V oversight, the Contractor shall comply with any other appropriate methods or means for verification and validation required by the State during the term of this Contract for the purpose of verifying and validating that the Contractor has performed its obligations in compliance with the terms of this Contract. The Contractor shall provide all information and documentation requested during the State's IV&V oversight or verification and validation efforts related to this Contract and in connection with any IV&V oversight or verification and validation efforts related to an initiative of which this Contract is a part.

VI. COMPLIANCE REQUIREMENTS

· Vendor is an eligible E-Rate service provider

· Vendor has the ability to provide service statewide to all locations listed in the Attachment D.

· Vendor has demonstrated experience providing E-Rate service on a statewide network

· Vendor has experience providing network monitoring and support of a statewide network.

· Vendor agrees to use Service Provider Invoice (SPI) method of reimbursement with invoicing to libraries for only the undiscounted portion of the bill (costs must include all charges to be invoiced to individual member libraries, including network access charges, any state and/or local access fees, Universal Service Fund fees, taxes, and any other fee in addition to the cost of the service to be invoiced to the library).

· Vendor has demonstrated experience providing customer service success with centralized help desk as well as on-site support.

· Vendor customer support provides easy-to-use reporting tools and annual consulting with libraries to review and analyze bandwidth usage.

· Vendor has the ability to provide and update all necessary customer premises equipment at no cost to the libraries.

· Vendor has the ability to provide continued service using libraries' existing IP addresses or to provide a detailed plan for changing IP addresses.

· Vendor possesses vision of technology changes applicable to these services during the next four years.

· Vendor provides optional services of firewall, filtering and bandwidth shaping.

· Vendor provides quality of service pricing for special library services, cross connect at platform level to statewide computer applications, and engineering support for statewide computer applications.

· Vendor provides disaster recovery and backup site for statewide computer applications, PRI interface service solution at the platform for statewide computer applications and base pricing for WANs that are be priced separately.

· Vendor has a valid FCC SPIN and a current SPAC.

· Vendor provides CIPA compliant filtering.

· Vendor has the ability to continue service where current network Quality of Service technology exists.

· Vendor has the ability to continue service where fiber circuit technology is used.

· Vendor has the ability to provide Internet access for public libraries including connectivity from branch libraries to main library/library aggregation site and from main library/library aggregation site to Internet at download speeds ranging from a minimum of 10Mbps to a maximum of 10Gbps per site with the expectation that average sites may increase bandwidth over the life of the contract.

· Vendor has the ability to meet the requirement that services may not contain monthly data caps or bandwidth speed reduction due to metered usage.

VII. KEY PERFORMANCE INDICATORS

The State will use Key Performance Indicators (KPIs) to measure performance and outcomes of the Contract. The specific KPIs and their targets will be defined and agreed upon by the State and the Contractor during the initial phases of the requirements under the Contract. At a minimum, on time delivery at quality standards of the scope provided within the budget set forth in the Contract will each be measured. Additionally, the State will collect a modified Net Promoter Score from customers to this Contract in its discretion. Low ratings on the modified Net Promoter Score or failure to meet any other KPIs may be deemed, at the discretion of the State, to constitute default under the Contract.

VIII. END OF CONTRACT TRANSITION AND TURNOVER

i. Continuity of Service and Zero Disruption During the transition period, the vendor shall take all necessary measures to ensure the continuous, uninterrupted, and uncompromised delivery of all daily services. The vendor shall maintain the same service levels, performance standards, and response times required under this agreement. No action or omission by the vendor during this period shall cause any downtime, operational delay, or disruption to any facility or business operation.

ii. Transition Period and Timeline The vendor shall execute a seamless transition within 60 business days (or up to 90 days, if required) transition period prior to the current contract expiration date or immediately following the issuance of a termination notice. The vendor shall fully cooperate and coordinate with the State and any designated incoming vendor to ensure an orderly, efficient, and transparent transfer of responsibilities.

iii. Transition Manager Within 60 business days (or up to 90 business days, if required) of the start of the transition period, the current vendor shall designate a qualified and dedicated transition manager. This individual shall possess the authority to manage the transition process and shall fulfill responsibilities including, but not limited to:

1. Serving as the primary point of contact for both the State and the incoming vendor.

2. Providing regular, documented progress updates regarding the transition timeline and milestones.

3. Allocating all necessary vendor personnel and technical resources to meet the established transition schedule.

iv. Transfer of Documentation and Knowledge The vendor shall compile and transfer to the State, or its designated incoming vendor, complete, accurate, and up-to-date documentation. This transfer includes, but is not limited to:

· Comprehensive inventories, asset logs, and secure access credentials for all active accounts

· Operational manuals, standard operating procedures (SOPs), system architecture, workflows, and technical schematics.

· Master inventories of all deployed equipment, hardware configurations, and active software licenses.

· Historical performance data, unresolved support tickets, active maintenance logs, and pending service requests.