LSC-OIG-IT_support_RFP-Final.pdf

Request for Proposals

Information Technology and Information Management Services

October 14, 2014

Office of Inspector General

Legal Services Corporation

3333 K St, NW

Washington, D.C. 20007

Inquiries should be directed to:

Magali Khalkho Director of Management Operations mk@oig.lsc.gov

OIG IT RFP 2014-01

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TABLE OF CONTENTS

Page

1. Introduction

2. Purpose

3. Inquiries

4. Services Procurement Strategy

5. Performance

6. Delivery

7. Proposals

8. Instructions to Prospective Offerors

9. Proposal Evaluation

10. Review Process

11. Certifications

Appendix A

Appendix B

Appendix C

1. Introduction

The Legal Services Corporation (LSC) is the single largest funder of civil legal aid for low-income Americans in the nation. Established in 1974 and funded by the United States Congress, LSC operates as an independent 501(c)(3) nonprofit corporation that promotes equal access to justice and provides grants for high-quality civil legal assistance to low-income Americans. LSC distributes about 95 percent of its total funding to 134 independent nonprofit legal aid programs with more than 900 offices that provide legal assistance to low-income individuals and families throughout the nation.

The LSC Office of Inspector General operates under the Inspector General Act. The

OIG has two principal missions: to assist management in identifying ways to promote efficiency and effectiveness in the activities and operations of LSC and its grantees; and to prevent and detect fraud and abuse. Within their different statutory roles, the OIG and Management of LSC share a common commitment to improving the federal legal services program and increasing the availability of legal services to the poor.

2. Purpose

The OIG requests the services of an Information Technology (IT) firm (preferably a Microsoft® Certified Solution Provider (MCSP)) to support the operability of OIG computing network and Information Management (IM) systems over a three year contract. As a quasi-federal non-profit entity funding legal services to low-income individuals throughout the United States, LSC qualifies for GSA, non-profit and charitable rates. This Request for Proposal (RFP) is not subject to the Federal Acquisition Regulation (FAR).

Appendix A is a description of the current and future OIG IT architecture.

Appendix B includes a list of OIG support areas and projects. Appendix C provides a description of the roles and responsibilities of the IT support services contractor and OIG IT staff.

3. Inquiries

Inquiries concerning this effort should be directed to Magali Khalkho, at mk@oig.lsc.gov. All inquiries and responses will be e-mailed to all prospective Offerors by the OIG.

4. Services Procurement Strategy

The OIG will contract with one firm under a capped time and materials contract encompassing the service areas listed under Appendix B and other similar projects. The OIG estimates ordering an average of 800 hours per year, not to exceed a maximum of http://www.lsc.gov/laws/act.php http://www.lsc.gov/map/index.php file:///C:/Users/khalkhom/AppData/Local/Microsoft/Windows/Temporary%20Internet%20Files/Content.Outlook/Info%20management%20procurement/mk@oig.lsc.gov

3,000 hours for the duration of the contract. During the execution of the contract the Offeror will submit a project statement for each service area setting forth specific objectives and scope, deliverables, level of effort, total number of hours allocated towards the completion of the project, key personnel, milestones and project management plan. The successful Offeror will have the capacity to work in all the service areas listed under Appendix B. Work in any one of these areas may not be required but will be ordered on an as needed basis.

5. Performance

The selected Offeror is required to give “best efforts” toward the completion of the tasks for the service areas under this contract.

All work will be done on-site or off-site as needed and with notification to the OIG.

The OIG will provide the required on-site software and hardware. The OIG will provide access for designated contract employees to its work environment between the hours of 7:30 AM and 7:00 PM, Monday through Friday. Additional access times can be pre-arranged with designated OIG staff.

6. Delivery

The Offeror will work with OIG staff to complete individual tasks in the most efficient and effective manner. The Offeror will keep OIG staff informed of the tasks completed under each project statement. The Offeror’s team including the project manager will meet monthly with the OIG to review the status of projects. A detailed invoice will be submitted to the OIG monthly.

If the Offeror fails to timely complete scheduled tasks under a project statement or delivers products which do not conform to all of the provisions of the contract and the relevant project statement, OIG may, by notifying the Offeror in writing, terminate the whole or any part of this contract. If it determines there is sufficient justification for doing so, the OIG will enter into discussions with the Offeror to amend the project statement.

7. Proposals

Each Offeror will submit an electronic copy of their proposal to Magali Khalkho at mk@oig.lsc.gov. To be considered, the proposal including certifications, must be received no later than 5:00 PM Eastern Time on November 3, 2014. The OIG reserves the right to consider late proposals or exclude timely proposals from consideration for any reason. The OIG may, at its discretion, extend the respond date and expand the list of eligible firms or publicly post this RFP. All costs incurred in the creation of a proposal are the responsibility of the Offeror. The selection of the successful firm is scheduled to be made by December rd , 2014. Upon conclusion of final negotiations with the successful firm, all Offerors will be notified electronically of the OIG choice.

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8. Instructions to Prospective Offerors

Each Offeror in its proposal shall, at a minimum, include the following:

A. Organization, Size and Structure:

The Offeror shall describe its organization history, size, structure, general IT and IM support areas and affiliations.

B. Information Technology and Information Management Services

Experience:

The Offeror shall describe its prior experience in applicable systems and services including network engineering and services, network support and systems monitoring, IT staff augmentation, helpdesk support, emergency services, project management, data and security integrity, disaster recovery, and cloud/virtualization planning, configuration and migration. Further, the Offeror will describe its expertise in information management support in the areas of: Sharepoint 2010/2013 management services, database system creation and administration, software application development, web site and graphic design support. Appendix B details the areas of expertise in which the LSC-OIG is primarily interested.

The Offeror will list and describe current and/ or previous clients served, focusing on clients similar in size and complexity as the OIG (30 FTEs).The Offeror will also describe any experience with OIGs. The Offeror will provide the current name, address, and telephone number of at least three (3) specific references the Offeror has served either currently or in the past three years; preferably those where one or more of the project team members provided the same or similar services as requested herein.

C. Staff Qualifications:

The Offeror shall describe the qualifications, certifications and relevant experience of staff to be assigned to support the OIG. More particularly the Offeror shall provide resumes of staff to be assigned to the service areas listed in Appendix B, including descriptions of education, position in the firm, years and types of experience, continuing professional education and professional certifications. As a minimum staffing requirement, the technical services shall be performed or overseen by a senior level network and software development engineer. Ideally, the Offeror will also plan for the staffing of a dedicated program manager. The Offeror will only provide qualified personnel to complete all work.

D. Work Plan and Approach:

The Offeror's work plan must describe, for each service area listed in Appendix B, its understanding of the work to be performed, previous experience, recommended methodologies, project management to be exercised, how it will approach milestones and the staff (skills sets) assigned to this project.

The Offeror may use the services of a subcontractor to perform some of the specialized services listed under Appendix B. The Offeror will disclose its intent to subcontract and provide a description of the subcontracting firm (s) as well as staff expertise for each of the project area. The OIG reserves the right to approve all subcontracting arrangements in advance of the work.

E. Price:

The Offeror will provide estimated hours/rates per individual/staff level for the service areas listed in Appendix B. The vendor is expected to provide their best estimate based on the information provided at this time. The Offeror will also identify any conditions that might increase or reduce the cost of the proposed services.

F. Page Limitations:

The proposal (exclusive of appendices) should be no longer than seven pages long. Resumes may be included in an appendix.

G. Certifications:

The Offeror must sign and include as an appendix to its proposal the enclosed certifications.

All or some portion of the information supplied in the proposal of the winning Offeror will become part of the formal contract.

9. Proposal Evaluation

Evaluation of each proposal will be based on the following criteria. Furthermore, the Office of Inspector General will use the Best Value approach to select the most advantageous offer.

A. Organization, Size and Structure:

The OIG will assess the Offeror’s organization history, size, structure, general IT and IM support areas and affiliations.

B. Information Technology and Information Management Services

Experience:

The OIG will assess each Offeror’s prior experience in applicable systems administration and integration projects based on the proposals received. The OIG will also assess past experience with OIG offices and organizations similar in size and complexity.

C. Staff Qualifications:

The OIG will evaluate the qualifications of the staff to be assigned to OIG support. This will be determined from resumes submitted. Subsequent substitution of personnel has to be approved by the OIG. The evaluation criteria will include: education, position in the firm, years and types of experience, continuing professional education and certifications and applicability of prior projects. The OIG requires that the Offeror include a senior level engineer to perform or oversee the delivery of technical services.

D. Work Plan and Approach:

The OIG will assess each Offeror's work plan, approach, team make up and project management exercised to perform the services described in Appendix B.

E. Price:

The OIG will assess the rates per individual/ staff level assigned to each project area. The OIG will also assess any additional cost that the Offerors may identify in the proposals.

F. Certifications:

Certifications must be signed and included as an attachment to the proposal.

G. References:

After the OIG has made a preliminary determination regarding an Offeror with whom it may contract, it will contact and assess the references of that firm.

10. Review Process

The OIG will review all proposals and may decide to narrow the pool of Offerors to those who are the most competitive. The OIG may, at its discretion, request presentations by or meetings with Offerors in that narrowed pool, to clarify or negotiate modifications to the Offerors' proposals. However, the OIG reserves the right to make an award without further discussion of the proposals submitted. Therefore, proposals should be submitted initially on the most favorable terms, from both technical and price standpoints, the Offeror can propose.

11. Certifications

A. The individual signing certifies that he/she is authorized to contract on behalf of the

Offeror and to make these Certifications.

B. The individual signing certifies on behalf of the Offeror that he/she has read and understands all of the information in this Request for Proposal and appendices and that his/her proposal reflects the truth based upon their understanding of these documents.

C. The individual signing certifies on behalf of the Offeror that the Offeror will not subcontract any portion of the work without advance approval of the OIG.

D. The individual signing certifies on behalf of the Offeror that the Offeror, including any individuals to be assigned to the project, does not have a record of substandard work and has not been debarred or suspended from doing work with any Federal, state or local government.

E. The individual signing certifies on behalf of the Offeror that the Offeror is an Equal

Opportunity Employer and does not discriminate in hiring, employment or activities because of race, color, religion, sex, age, national origin, disability, or any other basis prohibited by law.

Dated: ________________________________

Offeror's Firm Name: ____________________________________________

Signature of Offeror's Representative: ___________________________________

Printed Name and Title of Individual Signing: ____________________________________

Appendix A

OIG.LSC.GOV Domain Details

Servers

Names Function(s) OS Model

File server File, Print, IIS, SQL, Sharepoint, Teamate

Windows 2008 R2 SP1 Dell PowerEdge R510

SQL IIS, SQL 2008, WSUS Windows 2008 SP2 Dell PowerEdge 2950

Sharepoint SharePoint 2010 Service Pack 1 Windows 2008 SP2 Dell Poweredge 2970

Mail Exchange 2010, Backup Exec Windows 2008 R2 Ent PowerEdge 2950 Dell

AD1 AD, DNS, DHCP

Windows 2008 R2 SP2 Dell Poweredge R210

AD2 AD, DNS, DHCP

Windows 2008 R2 SP2 Dell Poweredge R210

Workstations

Dell Latitude 6430U Windows 7 Professional, Office 2010 Professional

HP Folio Windows 7 Professional, Office 2010 Professional

Phones

Avaya IP Office Call Manager (Shared with parent organization)

Firewall

Sonic Wall NSA 2400

Appendix B

Service Areas

The OIG goal is to have network resources available 99.5% of the LSC OIG working calendar. The work is not to interfere with normal OIG business hours of 8:30 AM and 5:00 PM, Monday through Friday, so certain items may be done at night, on weekends, on premises or remotely.

Sections A to F below provide a description of the service areas in which the Offeror is required to have expertise.

A. Management Services Provide on-going management services for the life of the contract to include:

A. Project Management - time shall be spent on identifying client needs and ensuring customer satisfaction. Further the Offeror will manage trained technical solution resources, budget, schedule, milestone deliverables, tracking and reporting on resource usage and proper invoicing.

B. IT Management Decision Support- time shall be spent on network assessment, planning and architecture, and technical solution approaches to support current and future OIG IT and IM operations and sharing IT best practices.

C. Policy Development – time shall be spent on reviewing, creating, and updating IT and IM policy and procedures.

B. Information Management and Software Engineering Provide information management and software engineering services for the life of the contract to include:

1. Gather and analyze business process requirements.

2. Website development and graphic design support.

3. Database architecture and administration.

4. Sharepoint intranet platform: The selected Offeror will help support, develop and maintain the OIG Sharepoint 2010 intranet platform as it is going through its next phases of development including an investigative case management system, grantee data management system and potential migration to the 2013 platform.

5. Test, deploy, support and modify Commercial Off The Shelf Software (COTS) including Microsoft Office and TeamMate - audit management software system.

6. Legacy system support (audit information management system)

C. Data and Security Integrity The OIG is completing a review of its security policies and procedures and is requesting support in the implementation of next steps based on its Plan of Action and Milestones (PoAM). Familiarity and experience with government IT security best practices and NIST standards are preferred.

D. Server Virtualization/ Cloud Computing The LSC-OIG is looking for the services of an expert who has demonstrated experience planning, designing and implementing virtual or cloud infrastructure solutions for small to mid-size organizations. LSC-OIG is assessing whether to migrate its business applications into a virtual server or cloud environment. As part of this project area, LSC-OIG is looking for an assessment of its systems, recommendations on the best implementation and solution.

E. Disaster Recovery Planning and Implementation The LSC-OIG is seeking the services of a disaster recovery expert who could review OIG systems, provide recommendations as well as plan and implement a solution that best fits our office size and needs.

F. IT Support Services The Offeror will augment the OIG’s Information Technology Specialist by providing on-going support services to the OIG (approximately 30 users) for the life of the contract including:

1. Network and firewall security and administration

2. Network, server, and desktop hardware - installations, maintenance, configuration management and recovery

3. Operating system and application software installation, configuration, updates and patching (to include TeamMate audit management software).

4. Configurations, migrations and updates of the Microsoft family of software

(currently MS Office 2010, Exchange 2010, Sharepoint 2010, and SQL 2008 to more recent versions)

5. Support user remote access to network resources

6. System troubleshooting, performance tuning and monitoring services/prevention

7. Network services outage risk management

8. Virus, spam and malware protection

9. Device management – notebooks and iPhones

10. End user help desk and hosting a help desk management system

11. Training and documentation: The selected Offeror may be requested to train staff and produce documentation, system administration and user manuals.

1 A specific breakdown of information technology roles and responsibilities is attached as Appendix C.

Appendix C

LSC OIG IT Roles and Responsibilities Matrix

The Legal Services Corporation Office of the Inspector General Information Technology Roles and Responsibilities

Matrix is used to show the connection between IT-related work that needs to be done and the various roles or units within OIG. To accomplish this, a RACI model has been utilized. RACI is an acronym for Responsible –

Accountable (aka Approver) - Consulted - Informed.

Here is a detailed explanation of the participation types used in the RACI matrix:

Responsible - The person or role who is assigned to achieve the task. There is only one resource given this category type. Others may be required to assist in the work but they are either given another participation code, such as Assist, or are not included as the RM may only list the key people for the activities.

Accountable – This person or role must sign off on work that Responsible provides. They are ultimately accountable for the correct and thorough completion of the deliverable or task, and the one to whom

Responsible is accountable. There must be only one Accountable specified for each task or deliverable.

For our matrix this will also be the group that Approves the task when necessary.

Consulted - Those whose opinions are sought and with whom there is two-way communication.

Informed - Those who are kept up-to-date on progress, often only on completion of the task or deliverable, and with whom there is just one-way communication (informational only).

For the purpose of this matrix we have included the following roles:

Management and Evaluations (M&E) OIG – serves as the lead for IT-related work within LSC OIG.

This role will have the majority of accountability for IT tasks.

OIG IT Support Staff – is in charge of the day-to-day IT operations and desktop support. The staff is also consulted on the majority of IT decisions.

OIG IT Contractor – serves as the IT technical lead for LSC OIG and is responsible for IT Server, network and application support.

M&E OIG

OIG IT

Support

Staff

OIG IT

Contractor

Server Management and Configuration A C R

Server Maintenance A C R

Server Patch Management A C R

Server Daily Monitoring and Checks A R I

Desktop Management and Configuration A R C

Desktop Maintenance and Checks A R I

Desktop Patch Management A R C

Network Equipment Configuration A C R

Network Equipment Checks A R C

Backup Configuration A C R

Backup Monitoring and Support A R I

Anti-virus Configuration A R C

Anti-virus Monitoring and Support A R C

Active Directory Configuration A C R

Active Directory Monitoring and Support A R C

DNS Management (External) A C C

DNS Management (Internal) A C R

OIG Wi-Fi Policy and Configuration A C R

LSC Wi-Fi Policy and Configuration C C C

CONNECT Maintenance and Support A C R

CONNECT Requirements and Design A/R C C

Sharepoint Maintenance and Support A C R

Sharepoint Requirements and Design A C R

Other Application Maintenance and Support A R C

OIG Website Maintenance and Support A R C

Policy Development A C R

Training and Awareness A R C

Testing A C R

Enforcement A/R R C

Inventory Management A R C

IT Equipment Procurement Lifecycle A R C

IT Contract Management A/R C C

IT Vendor Support A/R C C

IT Financial Planning A/R C I

IT Strategic Planning A/R C C