Invitation for Bids-IT Help Desk and Support Services.docx

STATE OF HAWAII

DEPARTMENT OF HEATLH

KA ‘OIHANA OLAKINO

ADULT MENTAL HEALTH DIVISION

HAWAII STATE HOSPITAL

45-710 KEA'AHALA ROAD

KANEOHE, HI 96744

July 2, 2026

INVITATION FOR BIDS

No. IFB-430-27-01

SEALED OFFERS

FOR

IT End-User Help Desk and Support Services

Prospective bidders shall submit their offers through the State of Hawaii eProcurement System (HIePRO) on or before August 3, 2026, at 2:00 p.m., Hawaii Standard Time (HST)

TABLE OF CONTENTS

NOTICE TO BIDDERS I

SECTION 1 - SPECIFICATIONS

SECTION 2 – BID SUBMITTAL AND CONTENT

SECTION 3 – CONTRACT AWARD AND TERMS

SECTION 4 – SPECIAL PROVISIONS

ATTACHMENTS AND EXHIBIT

Attachment 1 - Offeror’s Qualification Form Attachment 2 - Bid Price and Estimated Staffing Percentage Attachment 3 - Wage Certificate Attachment 4 - IRS Form W-9 Exhibit 1: Figure 1, AMHD Site List

NOTICE TO BIDDERS

The Hawaii State Department of Health, Adult Mental Health Division, Hawaii State Hospital, (“HSH”) issues invitation for bids, IFB No. 430-27-01 via the Hawaii Electronic Procurement System (HIePRO) seeking an independent contractor to provide IT end-user help desk and support services. The bidders must submit bids via HIePRO no later than the bid due date below. The bids received after the bid due date will not be considered.

Bidders are advised to allow ample time for submitting their bid to ensure the submission process is completed and timely. Bidders are solely responsible for ensuring their bid submission is completed prior to the bid due date and time.

TENTATIVE TIMELINE

SECTION 1 – SPECIFICATIONS

1.1. Overview

The Hawaii State Hospital (“HSH”) is operated under the jurisdiction of the Department of Health (DOH). HSH is accredited by The Joint Commission (TJC) to provides adult inpatient psychiatric services.

HSH serves adults with mental illness and/or dual diagnoses (e.g., medical conditions, substance abuse, developmental disabilities, etc.). Majority of the patients are committed by the judicial system. Almost all patients are committed by either Civil or Penal Code commitment. Average daily census at HSH in May 2026 was 365.

HSH seeks an independ contractor to provide provide IT end-user help desk and support services. The contractor shall provide qualified personnel to perform the services specified in the Description of Services and the Scope of Work of this IFB throughout the entire contract period.

1.2. Description of Services

The CONTRACTOR shall provide IT end-user help desk and support services to Adult Mental Health Division (AMHD) and Hawaii State Hospital (HSH) as follows:

· Offering technical support and assistance to AMHD and HSH computer users at locations identified on the attached site list (Figure 1).

· Troubleshooting and diagnosing computer-related issues encompassing PCs, printers, copiers, phones, voicemail, and more.

· Conducting training sessions for computer users on various software applications.

· Managing hardware and software installations as well as the relocation of IT equipment.

· Logging activities and maintaining comprehensive records in the Alloy ticketing system.

· Entering inventory details and pertinent notes into the Alloy ticketing system.

· Executing other IT support duties for computer users as required.

· Offering full-time technical writing coverage for documentation for Timekeeping and Scheduling application

Included Related Activities:

· HSH Travel time and mileage costs for Oahu are included.

· Time allocated for security and other relevant training.

· On-site availability for one supervisory human resource, 2 times a week, with remote telework, totaling 40 hours a week, 7:30am – 4:30pm HST. A specific on-site day and hours will be determined by AMHD and/or HSH and Contractor, which can be subject to change as needed.

· On-demand on-site assistance for equipment relocation and support within office location; Contractor will provide a callback within 2 hours and be on-site within 4 hours.

· Site-to-site transportation is HSH responsibility

· Monthly status meetings will be held with the AMHD and HSH team.

· A weekly and monthly summary report of activities will be provided through the Alloy system and directly to the AMHD and HSH team.

· Summary report will include the following:

· Number of Calls

· Date/Time of Calls

· Reason for Calls

· Number of on-site visits per week

· Location of site visits

· Reason for site visit

· Contractor will field calls directed at the AMHD and HSH phone number and redirect them to the Contractor help desk.

· Up to three (3) Contractor’s help desks and support staff will be cross-trained and available on-call, operating on a rotation system.

· On-site support for neighboring islands as defined in the Description of Services is available upon request, with additional travel costs estimated as needed; The additional costs require approval from the HSH Administrator in advance.

1.3. Scope of Work

1) Inspect existing Computer Systems at the AMHD sites (Figure 1) as directed:

a. Each workstation serviced will be configured to the current software updates and configured to the approved security settings and logged with an inventory spreadsheet with make, model, serial number, and MAC address’ to be provided quarterly.

b. Along with each workstation, the current application name, version #, permission configuration to be provided quarterly.

2) USER ASSISTANCE: Troubleshoot End User technical assistance issues such as: Lost Wireless Signal; Failure to Recognize a USB Device; Printer Problems; Slow Operations; Unsaved Files, Deleted Files, Login Difficulties, OneDrive Synchronization

a. Technicians will be giving priority level on urgency of assistance:

i. 5 Critical, 4 Urgent, 3 Medium, 2 Low and 1 General Notification.

3) Weekly and Monthly reports will be provided within 3 days of each cycle.

a. DISPOSAL: Locate, Record Serial Number and Decal Number and prepare computers for disposal by removing Internal hard drives and storing it securely at an HSH designated location.

b. Disposal Spreadsheet will record content listed in 1.b. and physically moved to a designated secured area for proper removal to be provided quarterly.

4) System administration activities will be routed to designated HSH contact.

5) Phone administration activities will be routed to designated HSH contact.

6) Network administration activities will be routed to designated HSH contact.

7) Application (EMR Avatar) administration and support will be routed to designated HSH contact.

8) Contractor’s staff will be onsite to provide coverage during the absence of AMHD/HSH personnel. This is to ensure continuity of operations while AMHD/HSH staff members are out of the office for a specific period. Adequate notification will be provided to plan for AMHD/HSH coverage.

a. It is expected that coverage blocks will be 8-hour shifts.

b. Not to exceed total of three weeks per calendar year

c. Contractor will provide stand-by technician’s resumes for review.

9) Contractor’s technicians will be provided with equipment for this effort.

10) A Contractor’s full-time technical writer will be assigned for documentation for Timekeeping and Scheduling application totaling 40 hours a week (7:30 am - 4:30 pm HST) for a duration of 6 months. Documents include:

a. Scope and purpose

b. Business and procedure context

c. System Architecture

d. User Documentation

e. System functional requirements

f. Authentication and Validation

g. Automation Scenarios

h. Error codes and Definitions

i. Diagrams, flowcharts, tables, etc

11) Assumptions:

a. The workload is anticipated to support approximately 1,500 users, primarily located on Oahu.

b. Approximately 25 support calls per day

c. Approximately 4 on-site visits per week

d. System administration activities will be routed to designated HSH contact.

e. Phone administration activities will be routed to designated HSH contact.

f. Network administration activities will be routed to designated HSH contact.

g. Application (EMR Avatar) administration and support will be routed to designated HSH contact; Contractor will be responsible for resetting and unlocking accounts. Contractor will NOT have access to electronic health records.

· Access reports will be provided weekly with a summary of users serviced by percentage.

1.4. Qualifications

Current certification completion within 4 years in CompTIA IT Fundamentals, CompTIA A+, and Microsoft Certified.

1.

SPECIFICATIONS 1-1 IFB-430-27-01

SECTION 2 – BID SUBMITTAL AND CONTENT

2.1. Submission of Offers

Submission of the bid via HIePRO confirms a bidder has carefully examined this Invitation for Bids (“IFB”), provide the services in accordance with the Description of Services and the Scope of Work of this IFB.

Offeror shall use the legal name as registered with the Department of Commerce and Consumer Affairs (DCCA) and Hawaii Compliance Express (HCE), if applicable. Failure to do so may delay proper execution of the contract.

2.2. Tax Liability

Both out-of-state and Hawaii bidders are advised that the amount bid on this solicitation is subject to the general excise tax imposed by Chapter 237, Hawaii Revised Statutes (HRS) and, if tangible property is being imported into the State of Hawaii for resale, the use tax imposed by Chapter 238, HRS. (Refer to Taxes in the General Provisions.) Bidders are therefore cautioned to consider such taxes in formulating their bids since no adjustments to the prices bid shall be allowed.

2.3. Bid Price

The total bid price and unit price offered and submitted by the Contractor shall be inclusive of wages, fringe benefits, subscription fees for the drug price database, all applicable taxes, and any incidental costs.

2.4. Submittal

All submittals shall be made via HIePRO. The following documents shall be completed and submitted by the vendor.

· Attachment 1 - Offeror’s Qualification Form.

· Section A: Provide vendor’s information and if any, subcontractor’s information

· Section B: Provide a statement of experience and qualifications that meet the requirements set forth in Section 1.3, Experience and Qualifications.

· Section C: Provide at least three references for whom the offeror has provided the pharmacy billing audit services.

· Attachment 2 - Bid Price and Estimated Staffing Percentage

· Provide the bid price in column B6 (Monthly) and B7 (Annual).

· This monthly bid price shall be entered in the “Price per Unit” field in the line items section in the solicitation on HIePRO.

· Attachment 3 - Wage Certificate

· Attachment 4 - IRS Form W-9 BID SUBMITAL AND CONTENT 2-ii IFB-430-27-01

SECTION 3 – CONTACT AWARD AND TERMS

3.1. Award Of Contract

Method of Award.

· Contractor must meet the minimum qualifications speicified in this IFB.

· Selection and award shall be contingent on the lowest and most responsible and responsive offer. Award(s), if made, shall be to the responsive, responsible offeror(s) submitting the lowest Estimated Total Sum Bid. All Unit Bid Prices and Estimated Total Bid Prices will be rounded to the nearest cents (two (2) decimal places).

Tied Bids. Should the low bids from responsive, responsible Bidders be identical in price, award, if any, will be made to the Bidder who received the previous award. The same bidder will continue to receive the award for the same item for succeeding contracts so long as all low bids are identical. When this method or any other permissible method is not feasible, award will be determined by drawing lots.

3.2. Protest

Pursuant to HRS §103D-701 and HAR §3-126-3, an actual or prospective bidder who is aggrieved in connection with the solicitation or award of a contract may submit a protest.

A protest shall be submitted in writing within five (5) working days after the aggrieved person knows or should have known of the facts giving rise thereto; provided that a protest based upon the content of the solicitation shall be submitted in writing prior to the date set for receipt of bids. Further provided that a protest of an award or proposed award shall be submitted within five (5) working days after the posting of award or if requested, within five (5) working days after the Procurement Officer’s debriefing was completed.

3.3. Approvals

Any agreement arising out of this bid may be subject to the approval of the Department of the Attorney General, and if applicable, to all further approvals, including the approval of the Governor, as required by statute, regulation, rule, order, or other directive.

3.4. Term of Contract

The Contractor shall provide the services set forth in the Description of Services and the Scope of Works, of this IFB for the period stated in the NOTICE TO BIDDERS, unless the contract is terminated earlier..

Agencies may contact Contractor prior to the commencement date to arrange for services starting on or after the commencement date.

Unless terminated, the contract may be extended without re-bidding, upon mutual agreement in writing between the State and the Contractor, prior to the expiration date, for not more than five (5) additional twelve (12) month periods, or parts thereof. Provided, however, the contract price for the extended period shall remain the same or lower than the initial contract price, subject to any price increase allowed by the contract.

The Contract price may be adjusted prior to the beginning of the extension period and shall be subject to allotment and the availability of state funds.

The contract may be suspended and/or terminated in accordance with the General Conditions attached herein to this HIePRO solicitation.

3.5. Subcontractors

The Contractor shall not delegate any duties listed in this IFB to any subcontractor unless the Procurement Officer has given written approval. The State reserves the right to approve all subcontractors and shall require the primary contractor to replace any subcontractors found to be unacceptable. The primary contractor will be the sole point of contact with regard to contractual matters, including payment of any and all charges resulting from the contract, and shall be responsible for all services whether or not the primary contractor performs them.

CONTACT AWARD AND TERMS 3-ii IFB-430-27-01

SECTION 4 – SPECIAL CONDITIONS

4.1. Responsibility of Bidders

Bidders are advised that in order to be awarded a contract under this solicitation, Bidders will be required to be compliant with all laws governing entities doing business in the State including the following chapters and pursuant to HRS §103D-310(c):

· Chapter 237, General Excise Tax Law;

· Chapter 383, Hawaii Employment Security Law;

· Chapter 386, Worker’s Compensation Law;

· Chapter 392, Temporary Disability Insurance;

· Chapter 393, Prepaid Health Care Act; and

· §103D-310(c), Certificate of Good Standing for entities doing business in the State.

4.2. Vendor Compliance

1. Vendor shall provide proof of compliance obtained through Hawaii Compliance Express (HCE). The vendor’s name on the Certificate of Vendor Compliance (CVC) must exactly match the vendor’s name under which the quote for this solicitation is submitted. A copy of CVC must be submitted with quote. The vendor is responsible for maintaining compliance. Non-compliance may result in a vendor not receiving an award, delay of payment, or cancellation of award.

2. The interested offeror must be a registered company to do business in the State of Hawaii.

4.3. Campaign Contributions

Contractors are hereby notified of the applicability of Section 11-355, HRS, which states that campaign contributions are prohibited from specified State or county government contractors during the term of the contract if the contractors are paid with funds appropriated by a legislative body.

4.4. Insurance

1. Prior to the contract start date, the Contractor shall procure at its sole expense and maintain insurance coverage acceptable to the State in full force and effect throughout the term of the Contract. The Bidder shall provide proof of insurance for the following minimum insurance coverage(s) and limit(s). The type of insurance coverage is listed as follows:

a. General Liability Insurance General liability insurance issued by an insurance company in the amount of at least ONE MILLION AND NO/100 DOLLARS ($1,000,000.00) for bodily injury and property damage liability arising out of each occurrence or each claims-made claim and TWO MILLION AND NO/100 DOLLARS ($2,000,000.00) aggregate.

b. Automobile Liability Insurance Automobile liability insurance covering owned, non-owned, leased, and hired vehicles with a minimum of $1,000,000 for bodily injury per person, $1,000,000 for bodily injury per accident, and $1,000,000 for property damage per accident.

2. The insurance shall be obtained from a company authorized by law to issue such insurance in the State of Hawaii (or meet Section 431: 8-301, Hawaii Revised Statutes, if utilizing an insurance company not licensed by the State of Hawaii).

For both the general liability and automobile liability insurance, the insurance coverage shall be primary and shall cover the insured for all work to be performed under the Contract, including changes, and all work performed incidental thereto or directly or indirectly connected therewith. The CONTRACTOR shall maintain in effect this liability insurance until the STATE has certified that the CONTRACTOR's work under the Contract has been completed satisfactorily.

Prior to or upon execution of this Contract, the CONTRACTOR shall obtain a certificate of insurance verifying the existence of the necessary insurance coverage in the amounts stated above.

Each insurance policy required by this Contract shall contain the following clause:

It is agreed that any insurance maintained by the State of Hawaii will apply in excess of, and not contribute with, insurance provided by this policy.

The general liability and automobile liability insurance policies required by this Contract shall contain the following clause:

The State of Hawaii and its officers and employees are additional insured with respect to operations performed for the State of Hawaii.

The certificate of insurance shall indicate these provisions are included in the policy.

SPECIAL PROVISIONS 4-ii IFB-430-27-01

ATTACHMENTS AND EXHIBIT

Attachment 1 - Offeror’s Qualification Form Attachment 2 - Bid Price and Estimated Staffing Percentage Attachment 3 - Wage Certificate Attachment 4 - IRS Form W-9 Exhibit 1: Figure 1, AMHD Site List

ATTACHMENTS A-1 IFB- 430-27-01

image1.png