ESBD_555357_1788298342525_Exhibit B Service Delivery and Qualifications.docx

Department of Information Resources Request for Offer COOP2026SOL-00009 End-User IT Outsourcing Services

Exhibit B Respondent Service Delivery and Qualifications

1) Service Delivery Model and Measurable Performance Standards Describe how the Respondent delivers the End-User IT Outsourcing Services in RFO Section 2.1 and commits to measurable service levels. The narrative shall be specific and quantified, and the Respondent shall complete every row of the Service Performance Commitments table (Table 1) addressing:

· Service Desk & Channels - Hours of operation (including 24/7 where required) and channels offered - phone, email, chat, self-service portal - with remote take-over and on-site support (See RFO Section 2).

· Incident Management - Categorization, logging, tracking, escalation, and resolution of incidents and service requests by priority tier (See RFO Section 2).

· Performance Standards - Response and resolution timeframes by priority, first-contact resolution, SLA adherence, and availability/uptime (See RFO Section 2)

· Provisioning & Break/Fix - Device provisioning/deployment turnaround and on-site break/fix response times (See RFO Section 2).

· Backup & Recovery - Data backup frequency and disaster-recovery objectives - recovery point objective (RPO) and recovery time objective (RTO) (See RFO Section 2).

· Reporting - Metrics provided, reporting cadence, and Customer electronic/self-service access to standard reports (See RFO Section 2).

Table 1: Service Performance Commitments (Respondent must complete every row)

Response Instructions: The information should be well organized and sufficiently detailed to answer the question.

The response to Question 1 may not be longer than 3 pages. Evaluators must be able to find the full answer to this question within the three-page allotment for Question 1.

Respondents may not reference information in a separate question or in a separate Exhibit to the RFO as part of the response to Question 1. Information provided by the Respondent beyond the 3-page limit will not be reviewed or considered during the evaluation of your response.

Respondents may not include links to external sites or links to other sections of the response within their response as responsive to Question 1.

Respondents may not include marketing materials in their response to Question 1.

Respondents may use non-marketing visuals in their answer to Question 1, but the entire response to Question 1, including any visuals, must remain within the 3-page limit to be reviewed and considered during the evaluation of your response.

2) Indicate the Technology Category(ies) to which your company is Responding:

Table 2: Category(ies) to which Respondent is Responding

(A) Digital workplace productivity and collaboration ☐

(B) Security and compliance ☐

(C) Standard and Ad Hoc Reporting and Documentation ☐

(D) Break/Fix/Maintenance Services ☐

(E) Unwind/End of Engagement Services ☐

(F) Mobility ☐

(G) Data Management ☐

(H) Hosted Virtual Desktop (HVD) Services ☐

If providing other services not listed in this RFO scope, be aware that DIR reserves the right to determine if the services being provided meets the RFO Scope.

3) Project Summaries for Selected Categories

For each Technology Category selected in Question 2, provide Project Summaries for three (3) projects in each category completed within the past five (5) years that demonstrate experience relevant to this RFO. Duplicate the table below for each project.

Project Summary – Technology Category: ______________________________

Project Name

Client Type (State Agency, Local Government, Higher Ed, K–12, other Public-Sector, or Commercial)

Start & End Dates (Mo/Yr) and Duration (Months) — must be within the past five (5) years

• % performed by subcontractors: _______% Define roles and responsibilities for both.

• Cost savings: ____%

• Ticket / incident reduction: ____%

• Efficiency improvement: ____%

• Security/compliance outcome (e.g., incidents avoided, audit result, secure data destruction volume): ____

Response Instructions: The information should be well organized and sufficiently detailed to answer the question.

The response to Question 3 may not be longer than 3 pages per category. Evaluators must be able to find the full answer to this question within the three-page allotment.

Respondents may not reference information in a separate question or in a separate Exhibit to the RFO as part of the response to Question 3. Information provided by the Respondent beyond the 3-page limit per category will not be reviewed or considered during the evaluation of your response.

Respondents may not include links to external sites or links to other sections of the response within their response as responsive to Question 3.

Respondents may not include marketing materials in their response to Question 3.

Respondents may use non-marketing visuals in their answer to Question 3, but the entire response to Question 3, including any visuals, must remain within the 3-page limit per category to be reviewed and considered during the evaluation of your response.

4) Qualifications and Experience of the Support Team Describe the qualifications and experience of the proposed staff who will support DIR Customers. Each RFO Service Category implies the skills required to deliver its outcomes (RFO Section 2.1); the team must demonstrate those skills. For each proposed team member include:

Role and responsibilities in supporting DIR Customers under DIR Master Cooperative Contract.

· Total years of experience providing services relevant to the RFO Scope;

· Key projects completed within the past five (5) years relevant to the selected Technology Category(ies);

· Degrees, professional certifications, or specialized training directly relevant to the RFO Scope (e.g., ITIL, HDI, CompTIA, Microsoft, and security/TxRAMP-relevant credentials); and

· Percentage of time allocated to support DIR Customers.

Response Instructions: The information should be well organized and sufficiently detailed to answer the question.

The response to Question 4 may not be longer than 3 pages. Evaluators must be able to find the full answer to this question within the three-page allotment for Question 4.

Respondents may not reference information in a separate question or in a separate Exhibit to the RFO as part of the response to Question 4. Information provided by the Respondent beyond the 3-page limit will not be reviewed or considered during the evaluation of your response.

Respondents may not include links to external sites or links to other sections of their response within their response to Question 4.

Respondents may not include marketing materials in the response to Question 4.

Respondents may use non-marketing visuals in their answer to this question, but the entire response to Question 4, including any visuals, must remain within the 3-page limit to be reviewed and considered during the evaluation of your response.

5) Security, Compliance, Accessibility, and AI Governance Describe how your organization secures end-user environments and maintains compliance when delivering the RFO Scope. This question scores the quality of the approach; the ACR/VPAT, VADSIR, and PDAA artifacts are evaluated separately as pass/fail (RFO Sections 2.3 and 4.2.1) addressing:

Endpoint & Access Security — endpoint protection, identity and access management, SSO and multifactor authentication (MFA), and user-permission management (See RFO Section 2).

Data Protection & Resilience — data backup, disaster recovery, secure data destruction, and end-of-engagement (unwind) handling with hard drives left for the Customer to destroy (See RFO Section 2); equipment shipped in default-secure configuration with hard-drive retention option (See RFO Section 2).

Regulatory & Standards Compliance — approach and compliance with TxRAMP, Texas Government Code Chapter 2054 Subchapter M, and other applicable regulations (e.g., HIPAA/GDPR) as required by law and the needs of the Customer,. (See RFO Section 2).

EIR Accessibility — conformance with 1 TAC 206, 1 TAC 213, and WCAG 2.1 AA, and how accessibility is maintained in delivered services and tools (RFO Section 2.3).

AI Governance — how AI and automation are used in service delivery with documented transparency, governance, and data management, in compliance with applicable law and deployed only at the requesting agency's direction (See RFO Section 2).

Measurable Evidence — relevant metrics or results (e.g., audit outcomes, incidents avoided, mean time to detect/respond, accessibility assessment scores).

Response Instructions: The information should be well organized and sufficiently detailed to answer the question.

The response to Question 5 may not be longer than 3 pages. Evaluators must be able to find the full answer to this question within the three-page allotment for Question 5.

Respondents may not reference information in a separate question or in a separate Exhibit to the RFO as part of the response to Question 5. Information provided by the Respondent beyond the 3-page limit will not be reviewed or considered during the evaluation of your response.

Respondents may not include links to external sites or links to other sections of their response within their response to Question 5.

Respondents may not include marketing materials in their response to Question 5.

Respondents may use non-marketing visuals in their answer to Question 5, but the entire response to Question 5, including any visuals, must remain within the 3-page limit to be reviewed and considered during the evaluation of your response.

6) Using Table 3, for each category to which you are Responding, provide the total number of years your company has provided the services requested in this RFO. If this section is not applicable to your company, please indicate with “n/a” in the table below.

(This response is required, but is not scored as part of the evaluation) Table 3: Number of Years Providing Requested Products/Services Products and Related Services

All Sectors

Texas State Agencies

Local Governments

Independent School Districts

Institutes of Higher Education

7) Using Table 4, indicate if, in the last twelve (12) months, your company has sold the requested services to the Market Segments listed below. Include the total sales for the 12-month period. If this section is not applicable to your company, please indicate with “n/a” in the table below.

Table 4: Sales to Texas State Agencies, Local Governments, etc.

Texas State Agencies

Local Governments

Independent School Districts

Institutes of Higher Education

8) Using Table 5, indicate whether your company holds a contract for use by public entities (state agencies, local governments, independent school districts, public universities) in any other states for the same products/services requested in this RFO by listing the top 5 states with the highest annual sales. Include the cumulative sales for the state indicated for the most recent 12-month period. If this section is not applicable to your company, please indicate with “n/a” in the table below.

Table 5: Sales to Other State Public Entities

State 1

State 2

State 3

State 4

State 5

9) Using Table 6, indicate whether your company holds another cooperative contract(s) (example: GSA, NASPO, TIPS, OMNIA, other) and include the list of the contracts and the links to the contract pages. If a section is not applicable to your company, please indicate with “n/a” in the table below.

Table 6: Other Cooperative Contracts

GSA

NASPO

TIPS

OMNIA

Other

<END OF EXHIBIT B>

Exhibit B Respondent Service Delivery and Qualifications Page 2 of 8 Version 1.0 Rev. 5/22/26