Solicitation_No._DCSC-17-FSS-0002_-_IT_Help_Desk_Support_Services.pdf

DISTRICT OF COLUMBIA COURTS

DISTRICT OF COLUMBIA SUPERIOR COURT

OFFICE OF PROCUREMENT & CONTRACTS

REQUEST FOR PROPOSALS (RFP) FROM

GSA FEDERAL SUPPLY SCHEDULE CONTRACTORS

FSC Group 70 - SPECIAL ITEM NUMBER 132-51 - INFORMATION

TECHNOLOGY (IT) PROFESSIONAL SERVICES

FOR

IT HELP DESK SUPPORT SERVICES

SOLICITATION (TASK ORDER REQUEST) NUMBER

DCSC-17-FSS-0002

ISSUE DATE: October 11, 2016

CLOSING DATE October 25, 2016 & TIME: no later than 3:00 P.M.

Solicitation No. DCSC-17-FSS-0002

1.0 GENERAL DESCRIPTION

The District of Columbia Courts (Court) are seeking proposals from ONLY Federal Supply Schedule firms classified under FSC Group 70 - special item number 132-51 -information technology (it) professional services to provide on-site IT Customer Service (Help Desk) Support Services on a daily basis. The estimated total number of hours that the Court will have a need for is approximately 7520 hours per year. The work shall be performed in accordance with all sections of this RFP and the Contractor’s GSA Schedule, under which the resulting purchase order will be placed.

2.0 SERVICES AND PRICES/COSTS

The following abbreviations are used in this price schedule:

CLIN: Contract Line Item Number NTE: Not to Exceed

2.1 BASE PERIOD:

CLIN Description QTY Unit Unit Price

Total Price

0001 Help Desk Support Specialist - Tier2 NTE 3760 HR

0002 Help Desk Support Specialist - Tier3 NTE 3760 HR

GRAND TOTAL BASE PERIOD CLINS (FFP):

2.2 FIRST (1st) OPTION PERIOD:

Price

Total Price

1001 Help Desk Support Specialist - Tier2 NTE 3760 HR

1002 Help Desk Support Specialist - Tier3 NTE 3760 HR

GRAND TOTAL FIRST (1st) OPTION PERIOD CLINS (FFP):

2.3 SECOND (2nd) OPTION PERIOD:

Price

Total Price

2001 Help Desk Support Specialist - Tier2 NTE 3760 HR

2002 Help Desk Support Specialist - Tier3 NTE 3760 HR

GRAND TOTAL SECOND (2nd) OPTION PERIOD CLINS (FFP):

2.4 THIRD (3rd) OPTION PERIOD:

Price

Total Price

3001 Help Desk Support Specialist - Tier2 NTE 3760 HR

3002 Help Desk Support Specialist - Tier3 NTE 3760 HR

GRAND TOTAL THIRD (3rd) OPTION PERIOD CLINS (FFP):

2.5 FOURTH (4th) OPTION PERIOD:

Price

Total Price

4001 Help Desk Support Specialist - Tier2 NTE 3760 HR

4002 Help Desk Support Specialist - Tier3 NTE 3760 HR

GRAND TOTAL FOURTH (4th) OPTION PERIOD CLINS (FFP):

GRAND TOTAL ALL CLINS: $________________

3.0 STATEMENT OF WORK

The purpose of this acquisition is to provide the D.C. Courts with a variety of information technology (IT) Tier 2, and Tier 3 Help Desk specialists in support of the DC Courts employees and IT infrastructure on an as needed basis.

3.1 BACKGROUND

The D.C. Courts, the judicial branch of the District of Columbia government, are comprised of the Court of Appeals, the highest court of the District of Columbia; the Superior Court of the District of Columbia, a trial court with general jurisdiction over virtually all local legal matters;

and the Court System, which provides administrative support functions for both Courts. Its mission is to protect rights and liberties, uphold and interpret the law, and resolve disputes peacefully, fairly and effectively in the Nation's Capital. The Courts' mission and its operations rely heavily on information technology (IT), and the organization's dependence on technology will continue into the future.

Capitalizing on technological advances and cultivating staff potential, the Courts’ IT Division (ITD) provides an innovative and efficient team, dedicated to service excellence. This allows ITD to consistently deliver quality customer service and timely, effective IT solutions that improve the Courts business processes. Realization of these goals will deliver automated resources for the Courts to be successful in their duty with a wide range of professional expertise and services to preserve and enhance the judicial services.

As an important business resource to the Courts, ITD manages the role of information technology to ideally support the Courts mission success. ITD is committed to work with the Courts business units to identify where IT can be applied to automate business practices, facilitate processes, and increase efficiency.

3.2 INFORMATION TECHNOLOGY DEPARTMENT (ITD) STRUCTURE

The ITD infrastructure has been developed using a service based structure. The ITD is implementing proven practices from and has adopted the Information Technology Infrastructure Library (ITIL) disciple processes methodology for systems integration. Service Level Agreements (SLAs) are developed and implemented, and in many cases already in place to ensure customer’s needs are met (see Attachment A for SLAs). This structure is intended to continue to evolve through the course of this contract and with input from the contractor.

The contractor shall work closely with the Government’s Contracting Officer’s Technical Representative (COTR) to collaborate best practices for the Courts IT environment.

3.3 CURRENT IT ENVIRONMENT

The Courts currently uses Cherwell as the help desk system to track incidents, service requests, and provide a knowledge base database for quick issue resolution. Implementation of new standard operating procedures (SOPs) and policies are essential for the Court’s satellite sites as well as to design, implement and support desktop and standard image control.

The Court uses Shavlik Protect, Numara AMP, Symantec Ghost, and the Microsoft Deployment Toolkit as part of the desktop deployment and patch management tools. All operating system deployment images will be “Hardened” by using the Courts’ standard desktop security checklist.

Configuration management will then be enforced to preserve the standard image. Consistent troubleshooting techniques and documentation will allow for a unified approach within the team and reduce the number of repeat calls. A clear distinction between incidents and service requests/projects is necessary for accurate scheduling and project management. Policy will be developed and enforced to ensure that all pertinent user information is added to Cherwell software for proper tracking and reporting. Asset management and replacement of hardware procedures under the Cherwell database need to be created for better tracking.

The Tier 2 and Tier 3 specialists are required to have proficiency in supporting Cherwell Service Management, Exchange Server 2010, Microsoft Office 2007, and Microsoft Office 2013, Microsoft ActiveSync technologies, Symantec Endpoint Protection, Microsoft Office Outlook 2007/2013 profile management and troubleshooting. In addition, the Tier 2 and Tier 3 specialists are required to have knowledge and understanding of the Information Technology Infrastructure Library (ITIL) IT service management practices. At least 25% of the specialists must have ITIL certification.

The current hardware infrastructure includes Dell Optiplex computers, Dell Latitude computers, Dell Precision computers, Dell Vostro computers, Lenovo laptop computers, HP black and white laser printers, Xerox laser printers, Xerox Workcentre copier/printer, HP color laser printers;

Cisco switches, Cisco routers, Fujitsu scanners, Xerox Documate scanners, and HP Proliant servers.

The current software includes Microsoft Windows 7 operating system, Microsoft Office 2013, Microsoft Office 2007, Microsoft Office Visio 2007, Microsoft Office Project 2007, Adobe Reader, Adobe Acrobat, Adobe Creative Suite, Hyland OnBase Imaging and Workflow, Numara AMP, Symantec Ghost Suite, Internet browsers, CourtView case management systems, CourtSmart recording systems, financial management systems and other COTS and in-house developed applications.

3.4 SCOPE

The scope of this requirement is to perform Tier 2, and Tier 3 information technology (IT) support services at the following Courts facilities within the Washington D.C. metropolitan area:

• H. Carl Moultrie I Courthouse, 500 Indiana Ave., N.W. Washington D.C. 20001.

• Court Building A, 515 5th Street N.W., Washington D.C. 20001.

• Court Building B, 409 4th Street, N.W., Washington D.C. 20001

• Court Building C, 410 E Street N.W., Washington D.C. 20001

• Gallery Place Court Offices, 616 H Street N.W. Washington D.C. 20001

• Court Satellite Offices (7) located throughout the city.

Government Furnished Property (GFP) desk space is available for nine (9) contractor help desk specialists personnel in the IT division. The other off-site locations are service locations and will have GFP desk space on a “space available” basis. The contractor shall coordinate with D.C.

Courts personnel for space availability prior to traveling to these locations. The Contractor may be required to have work remotely performed at the Contractor site in certain situations, however, this site must be metro accessible and within the D.C. area. Any and all work performed remotely must be authorized by the Contracting Officer’s Technical Representative (COTR) assigned to this contract in section 6.0 of this solicitation.

IT services under this RFP are identified using the levels specified in the following sections:

3.5 TIER 2 HELP DESK SUPPORT

The contractor shall provide the Courts with two (2) Tier 2 level Help Desk Specialists providing on-site (100%) IT professional services to support end user problem resolution, and must be able to conduct analyses and recommend resolutions to routine issues affecting customer service by:

• Handling escalated work from Tier 1 specialists by troubleshooting the difficult hardware and software problems encountered by the Court users.

• Mentoring Tier 1 specialists and providing user training on the products listed earlier in this document.

• Troubleshooting routine hardware and software issues independently and providing fixes and/or recommendations based on industry best practices.

• Document all assigned incident and service request tickets in Cherwell application.

• Analyzing and assessing equipment and performance degradation, including determination of hardware, software, and/or other technical changes necessary.

• Providing assistance in maintaining inventory control and location records of Court-owned IT equipment/software and disposal of property as required.

• Supporting users and systems using Microsoft Remote Desktop Services and/or

Bomgar remote support, and if required, visit users at their desk.

• Assisting users in identifying their requirements and/or problems.

• Performing configuration management of computer software and hardware, including deploying operating images, applications, and software updates.

3.6 TIER 3 HELP DESK SUPPORT

The Contractor shall provide the Courts with two (2) Tier 3 level Help Desk Specialists providing on-site and off-site IT professional services to support end user problem resolution and must be able to conduct analyses and recommend resolutions to complex issues affecting customer service by:

• Handling escalated work from Tier 1 and Tier 2 specialists by troubleshooting the most difficult hardware and software problems encountered the Court users.

• Mentoring Tier 1 and 2 specialists and providing user training on the products listed earlier in this document

• Troubleshooting complicated hardware and software issues independently and providing fixes and/or recommendations based on industry best practices.

• Document all assigned incident and service request tickets in Cherwell application.

• Analyzing and assessing equipment and performance degradation, including determination of hardware, software, and/or other technical changes necessary.

• Providing assistance in maintaining inventory control and location records of Court-owned IT equipment/software and disposal of property as required

• Collecting statistics on hardware/software/system problems, security incidents, maintenance service calls, and user base;

• Automating the process of asset scanning and uploading to the asset tracking database in Cherwell.

• Developing reports for the asset tracking system in Cherwell.

• Supporting users and systems using Microsoft Remote Desktop Services and/or Bomgar remote support, and if required, visit users at their desk.

• Assisting users in identifying their requirements and/or problems.

• Performing configuration management of computer software and hardware, including developing and maintaining operating system images, applications, and software updates.

• Reviewing the SOPs currently in use at the Courts and providing feedback on how to streamline and improve all SOPs. Contractor will provide subject matter expert (SME) input on all technologies based on industry best practices as defined by the software vendors, and possess knowledge of and familiarity ITIL processes. The Contractor will help automate these procedures to reduce ongoing operating expenses and effort.

• Developing technical documentation for the Courts on an as needed basis. The Contractor will update exiting documentation as the software, services, and systems change configuration during projects. In addition, the Contractor must create presentations that will be used to convey project status and project requirements to the Courts IT management team.

• Designing, configuring, and administering operating deployment images. As new computers are purchased, the proper installation of operating system, device drivers, and application software for each particular model at the Court is combined into a deployment image. The user rights and security constraints for each computer are defined and enforced on each computer. In addition, the contractor must apply any released patches or upgrades to the operating system or applications to the newly deployed images. The contractor shall develop the appropriate directory service user policies to be applied as necessary.

• Creating, testing, and implementing deployment scripts for COTS and in-house developed software patches and new releases distributions.

4.0 CONTRACTOR QUALIFICATIONS

At a minimum, the selected Contractor shall have the following qualifications:

• Extensive helpdesk management experience with similar federal organizations and products.

• Experience performing project planning, deployment, and operations tasks using industry-recognized established processes and a demonstrated knowledge and familiarity with the ITIL processes.

• Experience performing large-scale deployment projects using deployment tools supported at the Courts, such as Cherwell, Microsoft Deployment Toolkit, Symantec Ghost and other supported software.

• Extensive desktop management skills using both remote distribution and configuration management tools.

• Extensive network infrastructure management and operations experience for Cisco and Microsoft network infrastructure technologies.

• Perform business at a located within the greater Washington, D.C. area.

• Must be capable of providing same-day, in-person response to critical requests.

• Must be a Microsoft Certified Partner in good standing.

• Must have in-house expertise in the following technologies and products (apart from the Help Desk Support Specialists proposed for the contract):

o Microsoft Exchange Server 2010 o Microsoft SQL Server 2008 o Microsoft Windows Server 2008 R2 (all editions) o Microsoft Windows Server 2012 (all editions) o Microsoft Windows 7 (all editions) o Microsoft System Center Configuration Manager o Microsoft System Center Service Manager o Microsoft System Center Operations Manager o Microsoft System Center Opalis o Microsoft Deployment Toolkit 2010 Update 1

• Must have capability to provide training to the help desk personnel on the contract.

• Must be proficient in the design, deployment, and operations of the products, technologies, and IT services in the Courts IT environment. Preference will be given to Contractors with existing knowledge of the Courts IT environment.

• Must be able to provide senior level architect and design services upon request outside the scope of this contract. These services must be performed by individuals with a minimum of 10 years in supporting Microsoft products and services.

5.0 PERSONNEL QUALIFICATIONS

5.1 TIER 2 HELP DESK SPECIALIST

The Tier 2 Help Desk Specialist shall meet or exceed the following qualifications:

• Specific knowledge of and experience with Microsoft Windows Server and Client operating systems.

• Specific knowledge of and experience with Microsoft Office 2007, Microsoft Office 2010.

• Image engineering design and/or architecture.

• Knowledge and experience with help desk ticketing system Cherwell.

• Experience with remote control program, either Bomgar remote support or Remote Desktop Services, for remote troubleshooting.

• Experience with Ethernet networking and troubleshooting network connectivity issues.

• Experience with the operation and troubleshooting of TCP/IP networks.

• Have a minimum of two (2) years of experience in providing end-user support.

• Experience diagnosing Internet Explorer browser service problems.

• Experience troubleshooting Java issues.

Additional qualifications include a minimum of three (3) years professional IT experience, a good technical and business understanding of IT working environments, good knowledge of enterprise network management and network design/configuration, and very good verbal and written communication skills.

Minimum Education: Bachelor of Science degree in computer science, engineering or other related discipline or equivalent experience; Certification and/or training in Microsoft Office 2007, Microsoft Office 2010, or Microsoft Office 2013.

5.2 TIER 3 HELP DESK SPECIALIST

The Tier 3 Help Desk Specialist shall meet or exceed the following qualifications:

• Specific knowledge of Microsoft Windows Server and Client operating system image design and/or architecture.

• Knowledge and experience with Numara AMP tools, and Microsoft System Center Service Manager.

• Knowledge and experience utilizing Cisco switches and VLANs.

• Knowledge and experience supporting Cisco Virtual Private Network

• Knowledge and experience with Citrix Receiver and Citrix Zen Apps in a Virtual Desktop Infrastructure (VDI) environment.

• Knowledge and experience with help desk ticketing system Cherwell.

• Experience with remote control program, either Bomgar remote support or Remote Desktop Services, for remote troubleshooting.

• Expert level experience with the operation and troubleshooting of TCP/IP networks.

• Expert level experience with image engineering design and/or architecture.

• A minimum of four years (4) of experience in providing escalated end-user support.

• Experience in supporting end users in a court environment is preferred.

• Experience in programming languages, such as, SQL, PL/SQL, in MS SQL Server and Oracle environment is preferred.

• Experience in MS Terminal Server technology.

• Expert level skills in Microsoft Windows 7 operating systems.

• Expert level skills in Microsoft Office 2007 and Microsoft Office 2013.

• Knowledgeable in the Integrated Justice Information System (IJIS).

• Experience with Hyland OnBase imaging and workflow software.

• Expert experience diagnosing a variety of printer and scanner driver issues.

• Experience diagnosing Internet Explorer browser service problems.

• Experience troubleshooting Java issues.

Additional qualifications include a minimum of six (6) years professional IT experience, in-depth technical and business understanding of an IT working environment, expert knowledge of enterprise network management and network design/configuration, proven ability to create solutions in complex environment and very good verbal and written communication skills.

Minimum Education: Bachelor of Science degree in computer science, engineering or other related discipline or equivalent experience; Master of Science preferred. Microsoft Systems Engineering, Microsoft Exchange 2010, and Microsoft System Center Certifications or equivalent experience required. Must have certification ,training or equivalent experience in Microsoft Office 2007, Office 2010, or Microsoft 2013.

6.0 Contract Administration

The Contract Officer’s Technical Representative (COTR) is responsible for general administration of the contract and advising the Contracting Officer as to the Contractor’s performance or non-performance of the contract requirements. In addition, the COTR is responsible for the day-to-day monitoring and supervision of the contract. The selected vendor shall be required to have proposed staff sign in and sign out on a daily basis and submit a weekly timesheet with signature verification of each proposed staff attached. The COTR shall be:

Mr. John Sheriff, Customer Service Manager Information and Technology Division

500 Indiana Avenue, N.W., Suite 2316 Washington, D.C. 20001 Telephone Number: 202-879-1878

7.0 Term of Contract

The term of the contract shall be for one (1) year from the date of award. The date of award shall be the date the Contracting Officer signs the contract document or the date specified in the contract.

7.1 COMMENCEMENT OF WORK

The Contractor shall commence work on the contract award date.

7.2 OPTION PERIOD

The District of Columbia Courts may, in its sole discretion, extend the term of this contract for an additional four (4) one (1) year period or, or a fraction, or multiple fractions thereof.

7.3 OPTION TO EXTEND THE TERM OF THE CONTRACT

The District of Columbia Courts may extend the term of this contract for four (4) one (1) year period, or a fraction, or multiple fractions thereof, by written notice to the Contractor before the expiration of the contract; provided that the District of Columbia Courts shall give the Contractor a preliminary written notice of its intent to extend at least 30 days before the contract expires.

The preliminary notice does not commit the District of Columbia Courts to an extension. The exercise of this option is subject to the availability of funds at the time of the exercise of this option. The Contractor may waive the 30 day preliminary notice requirement by providing a written waiver to the Contracting Officer prior to expiration of the contract.

If the District of Columbia Courts exercise this option, the extended contract shall be considered to include this option provision. The exercise of any option under this contract is contingent upon the appropriation of funds for the respective option period. However, the availability of funds does not obligate the District of Columbia Courts to exercise this option year.

The Contractor shall include in its price proposal, the price for the base year and all option years. Failure to submit price for base year and all option years may cause the Courts to exclude your offer from further consideration.

The total duration of this contract including the exercise of any options under this clause, shall not exceed five years.

8.0 Proposal Submission Information

Each firm shall submit technical and price proposals in accordance with the performance of work specified in the Scope of Work. At a minimum, the contractor’s bona-fide proposals shall describe how it intends to accomplish the requirements stated in Scope of Work and at what price.

Each firm shall submit an original and three (3) copies of their technical proposal and an original and (3) copies of their price proposal. Proposals shall be submitted in a sealed envelope clearly marked in the lower left corner with the following:

Solicitation Number: DCSC-17-FSS-0002 Title: “IT Help Desk Support Services” Closing Date/Time: October 25, 2016, no later than 3:00 p.m.

8.1 Offerors submitting their proposals by mail must mail their proposals to the following address:

District of Columbia Courts Administrative Services Division

Procurement and Contracts Branch Attn: Reginald Ramdat, Contract Specialist 616 H Street, N.W., Suite 612

8.2 Offerors submitting their proposals by hand delivery/courier services must hand deliver their proposals to the following address:

District of Columbia Courts Administrative Services Division

Procurement and Contracts Branch Attn: Reginald Ramdat, Contract Specialist 701 7th Street, N.W., Suite 612

9.0 QUESTIONS

Questions concerning this request must be directed by e-mail to:

Reginald Ramdat Senior Contract Specialist Procurement and Contracts Branch Administrative Services Division District of Columbia Courts E-mail address: reginald.ramdat@dcsc.gov

10.0 Explanation to Prospective Contractors/Bidders

Any prospective Contractor desiring an explanation or interpretation of this solicitation must request it by email by October 14, 2016, no later 3:00 p.m.

Requests should be directed to the procurement contact person at the e-mail address listed in Section 9.0. Any substantive information given to a prospective Contractor concerning a solicitation will be furnished promptly to all other prospective Contractors as an amendment to the solicitation, if that information is necessary in submitting offers or if the lack of it would be prejudicial to any other prospective Contractors. Oral explanations or instructions given before the award of the contract will not be binding.

Amendments will be post at https://www.fbo.gov and http://www.dccourts.gov/internet/system/admin/procurement.jsf.

11.0 Technical Proposal Format and Content

11.1 Volume I - Technical Proposal shall be comprised of the following Sections:

Section Description A General Information B Technical Approach C Qualification of Firm and proposed staff D Quality Control Plan E Past Performance mailto:reginald.ramdat@dcsc.gov https://www.fbo.gov/ http://www.dccourts.gov/internet/system/admin/procurement.jsf

11.2 Section A - General Information

The Contractor shall provide in Section A of the proposal a brief description of its organization to including:

1. Brief history of Company;

2. Name, Address, Telephone Number and DUNS Number of the Contractor;

3. Whether the Contractor is a corporation, joint venture, partnership (including type of partnership) or individual;

4. Name, address, and current phone number of Contractor’s contact person.

5. General Services Administration (GSA) Contract Schedule No.

11.3 Section B - Technical Approach

A five (5) page limit has been established for the Technical Approach to encourage concise presentation, while responding to and explaining how all technical requirements shall be fulfilled. Any material significantly beyond the five (5) page limit will NOT be considered.

11.4 Section C – Qualification of Firm and Key Personnel

Contractor shall include documentation showing the firm’s qualification, expertise, knowledge and experience in meeting the requirements of this solicitation, including evidence of all certifications outlined in Section 4.0 Contractor Qualifications; and

Contractor shall include resumes/credentials showing the proposed staff's qualification, expertise, knowledge and experience to meet the requirements of this solicitation, including evidence of all certifications outlined in Section 5.0 Personnel Qualifications. Resumes and certifications will not count toward five (5) page limit.

11.5 Section D – Quality Control Plan

Contractor shall identify its approach to ensure quality control for both itself and any proposed Team Members/Subcontractors in meeting the requirements of the RFP in a Quality Control Plan (QCP). The contractor shall describe its quality assurance and quality control methodology, to include, as a minimum, the following:

a. Methodology for continuous improvement of processes and procedures used during the task order

b. Methodology for tracking and reporting progress, schedule, and costs and coordinating with Government personnel to include roles and responsibilities during the task order;

and

c. Identification of and resolution of issues and problems, including escalation of procedures.

The QCP shall not exceed 5 pages in length (minimum 12 point font size). QCP will not count toward five (5) page limit.

11.6 Section E – Past Performance:

Three (3) letters of reference to include information about previously performed District of Columbia or Federal or private contracts providing similar and/or like services, inclusive of dates, contract amount, address and telephone number of the contract administrator. Each reference shall address:

1. Quality of work/service

2. Timeliness of performance

3. Cost Control

4. Business Relations

5. Customer Satisfaction

12.0 Volume II – Price Proposal

Volume II - Price Proposal shall be comprised of the following Sections:

Section Description A Detailed breakdown of Price

For your information, pricing shall identify all cost. At a minimum your price proposal shall:

a. Identify the number of hours, hourly rates and extended price; and b.. Identify the total price and include a summary of all items/SINS proposed.

13.0 Copy of GSA Federal Supply Contract(s)

All firms submitting proposals in reference to this Request shall include a copy of their current GSA Federal Supply Contract(s).

14.0 Insurance

14.1 General Requirements: Prior to execution of the contract, the Contractor shall obtain at its own cost and expense and keep in force and effect during the term of this contract, including all extensions, the insurance specified below with an insurance company licensed or qualified to do business with the District of Columbia Courts. All insurance shall set forth the District of Columbia Courts as an additional insured.

The Contractor shall ensure that all policies provide that the CO shall be given thirty days prior written notice in the event the stated limit in the declarations page of the policy is reduced via endorsement or the policy is canceled prior to the expiration date shown on the certificate. The Contractor shall provide the CO with Ten (10) days prior written notice in the event of non-payment of premium. The Contractor must submit to the Contracting Officer a certificate of insurance as evidence of compliance within ten (10) calendar days after request.

1. Commercial General Liability Insurance. The Contractor shall provide evidence satisfactory to the CO with respect to the services performed that it carries

$1,000,000 per occurrence limits; $2,000,000 aggregate; Bodily Injury and Property Damage including, but not limited to: premises-operations; broad form property damage; Products and Completed Operations; Personal and Advertising Injury; contractual liability and independent contractors. The policy coverage shall include the District of Columbia Courts as an additional insured, shall be primary and non-contributory with any other insurance maintained by the District of Columbia Courts, and shall contain a waiver of subrogation. The Contractor shall maintain Completed Operations coverage for five (5) years following final acceptance of the work performed under this contract.

2. Automobile Liability Insurance. The Contractor shall provide automobile liability insurance to cover all owned, hired or non-owned motor vehicles used in conjunction with the performance of this contract. The policy shall provide a $1,000,000 per occurrence combined single limit for bodily injury and property damage.

3. W orkers‘ Compensation Insu ranc e. The Contractor shall provide Workers‘

Compensation insurance in accordance with the statutory mandates of the Courts of Columbia or the jurisdiction in which the contract is performed.

4. Employer’s Liability Insurance. The Contractor shall provide employer‘s liability insurance as follows: $500,000 per accident for injury; $500,000 per employee for disease; and $500,000 for policy disease limit.

14.2 Duration: The Contractor shall carry all required insurance until the contract work is accepted by the Courts and shall carry the required General Liability; and any required Employment Practices Liability Insurance for one (1) year following final acceptance of the work performed under this contract.

14.3 Liability: These are the required minimum insurance requirements established by the

Courts. HOWEVER, THE REQUIRED MINIMUM INSURANCE

REQUIREMENTS PROVIDED ABOVE WILL NOT IN ANY WAY LIMIT

THE CONTRACTOR’S LIABILITY UNDER THIS CONTRACT.

14.4 Contractor’s Property: Contractor and subcontractors are solely responsible for any loss or damage to their personal property, including but not limited to tools and equipment, scaffolding and temporary structures, rented machinery, or owned and leased equipment. A waiver of subrogation shall apply in favor of the District of Columbia Courts.

14.5 Measure of Payment: The Courts shall not make any separate measure or payment for the cost of insurance and bonds. The Contractor shall include all of the costs of insurance and bonds in the contract price.

14.6 Notification: The Contractor shall immediately provide the CO with written notice in the event that its insurance coverage has or will be substantially changed, canceled or not renewed, and provide an updated certificate of insurance to the CO.

14.7 Certificates of Insurance. The Contractor shall submit certificates of insurance giving evidence of the required coverage as specified in this section prior to commencing work. Evidence of insurance shall be submitted to:

Louis W. Parker Contracting Officer Administrative Services Division District of Columbia Courts 616 H Street, N.W., Suite 622

Louis.Parker@dcsc.gov

14.8 Disclosure of Information. The Contractor agrees that the Courts may disclose the name and contact information of its insurers to any third party which presents a claim against the Courts for any damages or claims resulting from or arising out of work performed by the Contractor, its agents, employees, servants or subcontractors in the performance of this contract.

15.0 Contract Type

This is a firm-fixed unit price indefinite quantity contract. Since it is impossible to predetermine the exact quantity of services required during the contract term, the quantities stated in the solicitation are estimates based upon the previous services and on the best knowledge of the Courts. Lesser quantity than specified in the solicitation may be needed as determined by the Courts’ need during the term of this contract. Greater quantities shall be authorized in contract amendments to meet the needs of the Court.

16.0 Evaluation of Proposals

The contract will be awarded to the Contractor whose proposal is most advantageous to the Courts, based upon the evaluation criteria specified below. Thus, while the points in the evaluation criteria indicate their relative importance, the total scores will not necessarily be determinative of award. Rather, the total score will guide the Courts in making an intelligent award decision based upon the evaluation criteria. The Courts reserves the right to reject any or all proposals determined to be inadequate or unacceptable. The Courts may award a contract upon the basis of initial offers received, without discussions. Therefore, each initial offer should contain the Contractor’s best terms. In addition, preferential consideration will be given organizations located within the Washington, D.C. Metro area. The Court reserves the right to interview any and all prospective candidates proposed in this solicitation.

mailto:Louis.Parker@dcsc.gov

17.0 EVALUATION AND SELECTION CRITERIA

Proposals will be evaluated with points assigned to each section as follows:

EVALUATION CRITERIA MAXIMUM

POINTS

Technical Approach 15

Firm’s Experience and Qualifications of proposed staff 35

Quality Control Plan 10

Past Performance 15

Total Price 25

Total Points: (technical and price): 0-100 points

17.1 Determination of Points for Price

17.2 The total price should be included with the initial response to this solicitation. Price evaluation will account for up to 25 points of the total score. Unlike the technical evaluation, the price evaluation will be more objective. Hence, the Contractor with the lowest total price will receive the maximum points. All other proposals will receive a proportionately lower total score.

17.3 Actual points assigned to each Contractor will be based on the Contractor's total price for the base year and all option years and will be computed in accordance with the following formula. The Contractor with the lowest total price will receive the maximum points.

17.4 All other proposals will receive a proportionately lower total score. See the following formula:

Lowest total Price Proposal x 25 (Weight) = Price Score Price of Proposal Being Evaluated

ATTACHMENT A

HELP DESK SERVICE LEVELS

ISSUE RESPONSE AND RESOLUTION

Incidents Ticket Priority Classifications

• Priority 1: Critical. Incidents with severe impact and enterprise wide service outage.

Serious Security incidents.

• Priority 2: Urgent. Incidents with group support performance outage. User machine unusable. Provisioning of new users once on site.

• Priority 3: Normal. Regular Incidents. Provisioning and De-provisioning of employees.

• Priority 4: Low. Used for Application enhancements, Projects or Task type requests

(close them down once these become projects).

Issue Response/Resolution Help Desk Incident Resolution Control Table

Incident Severity

Priority Time to Respond 80% in

Time to Escalate 80% in

*Actionable Time to Resolve

Total Time to Closed

Customer Update Call *Actionable

Time Critical 1 15 Min 30 Min 95% in 2 Hours 80% in 4

Hours Every Hour

Urgent 2 15 Min 60 Min 90% in 4 Hours 80% in 8 Hours

Every 2 Hours

Normal 3 15 Min 120 Min 80% in 10 Hours

80% in 24 Hours

Every 4 Hours

Low 4 15 Min 120 Min 80% in 18 Hours

80% in 72 Hours

Upon Closure

Request Ticket Priority Classifications

• Priority 1: Critical. Request needs to be executed within 24 hours or less.

• Priority 2: Urgent. Request that impacts multiple users.

• Priority 3: Normal. Regular request.

• Priority 4: Low. Recurring requests based on a schedule. Low impact request that will be turned into a project.

Issue Response/Resolution Help Desk Request Resolution Control Table

Incident Severity

Priority Time to Respond 80% in

Time to Escalate 80% in

*Actionable Time to Resolve

Total Time to Closed

Customer Update Call *Actionable Time

Level 1 Critical 15 Min 30 Min 95% in 4 Hours

80% in 8 Hours

Every 4 Hours

Level 2 Urgent 15 Min 60 Min 90% in 10 Hours

80% in 12 Hours

Every 6 Hours

Level 3 Normal 15 Min 120 Min

80% in 18 Hours

80% in 16 Hours

Upon Closure

Level 4 Low 15 Min 120 Min

70% in 24 Hours

80% in 48 Hours

Upon Closure

REQUEST MANAGEMENT

Phone and E-Mail Request

Average Speed to Answer (ASA). The amount of time taken to answer a customer call to the Help Desk. Example: less than or equal to 10 seconds (<=10seconds). Historically, the ITD Help Desk is averaging two (2) second ASA times.

E-Mail Request. The amount of time taken to response and take action on a Heat ticket created automatically from a user e-mail request (<=15 minutes).

DISTRICT OF COLUMBIA COURTS

GENERAL PROVISIONS

FOR USE WITH COURTS’

SUPPLY & SERVICES CONTRACTS

(Revised 2008)

ADMINISTRATIVE SERVICES DIVISION

PROCUREMENT AND CONTRACTS BRANCH

SUITE 622

616 H STREET, N.W.,

WASHINGTON, D.C. 20001

ramdatrn Typewritten Text

ATTACHMENT B

Revised 2008

ATTACHMENT A

D.C. COURTS GENERAL CONTRACT PROVISIONS

(Revised 2008)

1. Definitions

2. Changes

3. Transfers

4. Waiver

5. Indemnification

6. Patents and Copyrights

7. Covenant Against Contingent Fees

8. Quality

9. Health And Safety Standards

10. Inspection Of Supplies

11. Inspection Of Services

12. Payment

13. Taxes

14. Appointment of Attorney

15. Termination for Default

16. Termination for Convenience of the Court

17. Termination of Contracts for Certain Crimes and Violations

18. Protests and Disputes

19. Independent Contractor Relationship

20. Security

21. Officials not to Benefit

22. Retention and Examination of Books

23. Recovery of Debts Owed the Court

24. Appropriation of Funds

25. Non-Discrimination in Employment

26. Buy American Act

27. Service Contract Act of 1965

28. Walsh-Healey Public Contracts Act……………………… ……………………… 23

29. Governing Law

30. Multiyear Contract

1. Definitions.

The term “Contracting Officer” shall mean the Executive Officer of the District of Columbia Courts or her or his authorized representative. The term “Court” shall, depending on how that term is defined elsewhere in this contract, mean the Superior Court of the District of Columbia, the District of Columbia Court of Appeals or the District of Columbia Court System. If the Contractor is an individual, the term “Contractor” shall mean the Contractor, his or her heir(s), executors and administrators. If the Contractor is a corporation, the “Contractor” shall mean the Contractor and its successor. The term “District of Columbia government” shall mean all the branches of the government of the District of Columbia, including the District of Columbia Courts.

2. Changes.

The Contracting Officer may at any time, by written order, and without notice to the sureties, if any, make changes in this contract within the general scope hereof. If such change causes an increase or decrease in the cost of performance of this contract, or in the time required for performance, an equitable adjustment shall be made. Any claim for adjustment under this paragraph must be asserted within ten (10) days from the date the change is offered, provided however, that the Contracting Officer, may, in his or her discretion receive, consider and adjust any such claim asserted at any time prior to the final settlement of the contract. If the parties fail to agree upon the adjustment to be made, the dispute shall be determined in accordance with Clause 18. Nothing in this clause shall excuse the Contractor from proceeding with the contract as changed.

3. Transfers.

This contract or any interest herein shall not be transferred by either the Court or the Contractor except upon written permission of the other party.

4. Waiver.

The waiver of any breach of this contract will not constitute a waiver of any subsequent breach thereof, nor a waiver of this contract.

5. Indemnification (Revised 11/24/08).

(a) The Contractor shall indemnify and save harmless the Court and its officers, agents and employees from and against any and all claims, losses, liabilities, penalties, fines, forfeitures, demands, causes of action, suits and expenses incidental thereto (including the cost of defense and attorneys' fees) resulting from, arising out of, or in any way connected to any act, omission or default of the Contractor, its officers, agents, employees, servants or its subcontractors, or any other person acting for or by permission of the Contractor in the performance of this contract, regardless of whether or not any damage resulting from the

Contractor's act, omission or default is caused in part by the Court. The Contractor assumes all risks for direct and indirect damage or injury to the property or persons used or employed in performance of this Contract. The Contractor shall also repair or replace any Court property that is damaged by the Contractor, Contractor's officers, employees, agents, servants, subcontractors, or any other person acting for or by permission of the Contractor While performing work hereunder.

(b) The indemnification obligation under this clause shall not be limited by the existence of any insurance policy or by any limitation on the amount or type of damages, compensation or benefits payable by or for Contractor or any subcontractor, and shall survive the termination of this Contract. The Court agrees to give Contractor written notice of any claim of indemnity under this clause. Additionally, Contractor shall have the right and sole authority to control the defense or settlement of such claim, provided that no contribution or action by the Court is required in connection with the settlement. Monies due or to become due the Contractor under the contract maybe retained by the District as necessary to satisfy any outstanding claim which the District may have against the Contractor.

(c) The Contractor shall indemnify and save harmless the Court and its officers, agents, Servants and employees from liability of any nature or kind, including costs and expenses, for or on account of the use of any patented or unpatented invention, item or process, manufactured or used in the performance of this contract, including their use by the Court, unless otherwise specifically stipulated in the contract.

(d) The Contractors hall indemnify and save harmless the Court and its officers, agents, Servants and employees against any claim for copyright infringement relating to any work produced, used or delivered under this contract.

6. Patents and Copyrights.

(a) The Contractor shall not make application for a patent or copyright on any invention, item or process produced under this contract except with the written permission of the Court.

The Court shall have an irrevocable nonexclusive royalty free license with the right to sublicense in any invention conceived or first actually reduced to practice in the course of or under this contract or any subcontract thereunder.

(b) All reports, programs, manuals, discs, tapes, card desks, listing, and other materials prepared by or worked upon by the Contractor’s employees under this Agreement shall belong exclusively to the Court.

(c) Contractor agrees not to publish or disclose any material first prepared under this Agreement without prior permission of the Court.

(d) Contractor will not knowingly include any work copyrighted by others in any material prepared under this Agreement unless it obtained either prior permission from the Court or an irrevocable royalty free license for the Court in such work.

(e) Contractor agrees to give the Court all assistance reasonably required to protest the rights defined in these provisions.

7. Covenant Against Contingent Fees.

The Contractor warrants that no person or agency has been employed or retained to solicit or secure the contract upon an agreement or understanding for a commission, percentage, brokerage, or contingent fee, excepting a bona fide employee or agency maintained by the Contractor for the purpose of securing business. For breach or violation of this warranty, the Court shall have the right to terminate this contract without liability or in its discretion to deduct from the contract price or consideration, or otherwise recover, the full amount of the commission, percentage, brokerage, or contingent fee.

8. Quality.

Contractor’s workmanship shall be of the highest grade, and all materials provided under this Contract shall be new, of the best quality and grade, and suitable in every respect for the purpose intended.

9. Health And Safety Standards.

Items delivered under this contract shall conform to all requirements of the Occupational Safety and Health Act of 1970, as amended (“OSHA”), and Department of Labor Regulations under OSHA, and all Federal requirements in effect at time of bid opening/proposal submission.

10. Inspection Of Supplies.

(a) “Supplies,” as used in this clause, includes, but is not limited to raw materials, components, intermediate assemblies, end products, and lots of supplies.

(b) The Contractor shall be responsible for the materials or supplies covered by this contract until they are delivered at the designated point, but the Contractor shall bear all risk on rejected materials or supplies after notification of rejection. Upon the Contractor’s failure to cure within ten (10) days after date of notification, the Court may return the rejected materials or supplies to the Contractor at the Contractor’s risk and expense.

(c) The Contractor shall provide and maintain an inspection system acceptable to the Court covering supplies under this contract and shall tender to the Court for acceptance only supplies that have been inspected in accordance with the inspection system and have been found by the Contractor to be in conformity with contract requirements. As part of the system, the Contractor shall prepare records evidencing all inspections made under the system and the outcome. These records shall be kept complete and made available to the Court during contract performance and for as long afterwards as the contract requires. The Court may perform reviews and evaluations as reasonably necessary to ascertain compliance with this paragraph. These reviews and evaluations shall be conducted in a manner that will not unduly delay the contract work. The right of review, whether exercised or not, does not relieve the Contractor of the obligations under this contract.

(d) The Court has the right to inspect and test all supplies called for by the contract, to the extent practicable, at all places and times, including the period of manufacture, and in any event before acceptance. The Court will perform inspections and tests in a manner that will not unduly delay the work. The Court assumes no contractual obligation to perform any inspection and test for the benefit of the Contractor unless specifically set forth elsewhere in the contract.

(e) If the Court performs inspection or test on the premises of the Contractor or subcontractor, the Contractor shall furnish, and shall require subcontractors to furnish, without additional charge, all reasonable facilities and assistance for the safe and convenient performance of these duties. Except as otherwise provided in the contract, the Court will bear the expense of Court inspections or tests made at other than Contractor’s or subcontractor’s premises; provided, that in case of rejection, the Court will not be liable for any reduction in the value of inspection or test samples.

(1) When supplies are not ready at the time specified by the Contractor for inspection or test, the Contracting Officer may charge to the Contractor the additional cost of inspection or test.

(2) Contracting Officer may also charge the Contractor for any additional cost of inspection or test when prior rejection makes reinspection or retest necessary.

(f) The Court has the right either to reject or to require correction of nonconforming supplies. Supplies are nonconforming when they are defective in material or workmanship or otherwise not in conformity with contract requirements. The Court may reject nonconforming supplies with or without disposition instructions.

(g) The Contractor shall remove supplies rejected or required to be corrected. However, the Contracting Officer may require or permit correction in place, promptly after notice, by and at the expense of the Contractor.