RFP for IT Services.pdf

Request for Proposal

To Provide Information Technology Support Services

Date of Issue: 3 October 2022

Bid Due Date: 7 November 2022

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Introduction

The City of Ellsworth is soliciting proposals from qualified professional vendors for Information Technology (IT) support services. The qualified vendor will maintain and improve IT effectiveness, enhance its quality of services, minimize downtime and support costs, ensure data security, and maximize return on investment for IT. The vendor will work with the City Administrator for general city infrastructure, equipment, and employee needs, and each respective department manager for their related equipment and requirements.

Background Information

The City of Ellsworth uses a wide variety of systems, including, but not limited to:

1. Computer Information Concepts (CIC, our accounting software)

2. Office365

3. Orion Software Suite for Badger Meters

4. Fuel Master

5. Time Clock Plus

6. Quality Management and Analysis System (QMAS)

7. Point of Sale at Golf Course

8. Police Department plus City Hall servers

9. Water treatment plant

The City has opted not to renew the current IT provider's contract. The separation date is undetermined and will be no later than December 31, 2022.

Scope of Work

The City of Ellsworth desires a fully outsourced IT management provider to provide proactive maintenance, support, and other IT-related functions. The following details the minimum services to the City of Ellsworth in information services:

1. Initial Assessment

With the assistance of city staff, compile an inventory of all information technology-related assets, assess system assets, and make recommendations for improved city-wide IT system performance.

2. Desktop Applications Support

Perform basic support functions, including installing PCs, laptops, printers, and software; diagnosing and correcting desktop application problems; configuring laptops and desktops for standard applications;

identifying and correcting hardware problems; performing advanced troubleshooting; Managing Cloud back-up software for specific workstations. Assist designated City personnel with hardware and software purchases as needed.

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Assist with warranty and other technical support.

3. Server Administration Services

Manage computer network and associated hardware, software, communications, and operation system necessary for the system's quality, security, performance, availability, recoverability, and reliability.

Monitor server performance and capacity management services. Ensure scheduled preventative maintenance for equipment is promptly performed; develop back-up plans and procedural documentation for active servers.

Confidentiality of information is vital. The selected vendor and their employees will be required to sign and adhere to a confidentiality clause that information in the system must remain confidential under penalty of law.

4. Network Administration Services

Scope of activity includes all City network equipment, including switches, firewalls, routers, and other security devices. Manage back-up and disaster recovery systems—Monitor network performance and capacity management services. Maintain city-wide network diagram.

5. Security

Maintenance of virus/malware detection and spam reduction programs on City servers, email, other City computers, and laptops. Perform security audits as requested and notify the City Administrator of suspected security breaches. Assist the City of Ellsworth in complying with best practices and CJIS requirements.

6. Strategic Planning

Provide technical leadership for all technology issues. Make recommendations for future purchasing and technology needs. Keep City up to date on new technology changes and uses that will enable the City to increase efficiency and reduce costs. Install equipment, including new servers, software, and hardware, and transfer data when required. Assist with policy formulation and application.

7. Held Desk Support

End user support must be timely, friendly, and professional. Urgent and emergent support must be available 24/7/365, with the routine backing available Monday – Friday from 8:00 a.m. to 5:00 p.m.

8. On-site Support

The proposal shall include on-site support costs, including after-hours and holidays.

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9. Public Records

Assist in public records keyword searches through active and archived email and network files of current and former employees. Preserve original metadata of emails and network files while saving contents to electronic files. The vendor must be knowledgeable about the Kansas Open Records Act requirements.

10. Computer Inventory and Disposal

The vendor must maintain an inventory of PCs and related hardware with recommended replacement dates to assist with the City's asset management program. The vendor must provide monthly hardware inventory and proper and legal electronic disposal of surplus electronic equipment.

Submittal Requirements

The following information shall be required in the RFP submittal:

1. General Vendor Information, to include:

a. Length of time in business

b. Total number of clients and the total number of public sector clients

c. Identify the names and major certifications of key personnel who will provide the information technology services. Summarize the experience and technical expertise of these staff. The local availability of the team providing these services will be an important consideration

2. Describe your approach to providing these services and your methodology for providing ongoing support.

3. Provide the name, title, address, and contact information of three (3) references of clients for whom you have provided similar services. Please provide information referencing the actual services provided, customer size (number of users), and the length of time you have provided services to this client.

4. Support Services – Please answer the following:

a. Is help desk support available?

b. When is support available? (Indicate XX a.m. to XX p.m. and the days of the week)

c. How are the charges for support structures documented and tracked?

d. Describe your problem escalation process, including:

i. Initial problem identification

ii. Determination of priority and severity of the problem

iii. Steps for resolving problem escalation when a solution is not forthcoming, or an implemented solution is unsatisfactory.

e. Indicate your response time goals and your statistics regarding meeting that goal.

5. As a municipal government, City departments include Fire, Police, Water, Recreation, Streets/Parks, Golf Course, and Utility billing. Explain your familiarity and experience in supporting the specialized technology requirements of these departments. With the understanding that these departments operate on a 24/7/365 day per year schedule, what

Ellsworth IT RFP 5 would your availability be in the event of any technical issues requiring immediate attention during non-routine business hours?

6. Beyond the scope of the RFP, what services (related or otherwise) does your organization provide that could benefit and/or may be of interest to the City?

7. Cost of Services:

a. The proposal must include a fee schedule that indicates hourly rates and/or a flat monthly rate for the proposed services.

b. Define any additional charges (e.g. travel expenses)

Evaluation and Criteria Process Staff will recommend the City Council for their review and award of the contract. Staff will evaluate and rate each submittal based on the following criteria:

Evaluation Table % of Points Cost 35% Personnel Experience 25% Availability 25% Understanding of the City’s needs and services to be provided 10% Satisfaction of clients/end users 5%

Contract

The City anticipates a 2-year contract that will be renewable for an additional two (2) one-year periods.

Renewal of the contract will require City Council reauthorization. All fees should be set for an annual term and clearly state in the proposal. The City expects all submitting firms to consent to the City Scope of Work and Specifications. Exceptions desired must be noted in the proposal submittal. The City reserves the right to revise the stated contract terms and conditions before the contract signature.

Rules of Preparation

The submitted proposal must follow the rules and format established within this RFP. Adherence to these rules will ensure a fair and objective analysis of all bids. Failure to comply with any portion of this request may result in rejection of a proposal.

Vendor Inquiries

Please direct questions or comments concerning either the administrative or technical requirements of this RFP to the City Administrator.

Dustin Stambaugh City Administrator City of Ellsworth PO Box 163 Ellsworth, KS 67439

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785-472-5566

Submission of Proposals

Please prepare and submit one (1) original and two (2) copies of the proposal. Submit all material no later than 5:00p.m. on 7 November 2022 to:

City Clerk City of Ellsworth PO Box 163 Ellsworth, KS 67439 785-472-5566

Proposals received after the above date and time will be considered late and not accepted. Responses will be evaluated objectively based on the evaluation and criteria process outlined in this RFP.

The City of Ellsworth will not pay costs incurred in the proposal preparation, including but not limited to the costs for printing, demonstration, negotiations process, etc. The proposing vendor shall bear all costs for the preparation of the proposal.

Notification of Withdrawal of Proposal

An authorized vendor representative may modify or withdraw proposals by formal written notice before the final due date and time specified for proposal submission. Otherwise, proposals, including the pricing schedule, will be considered valid for at least ninety (90) days from the proposal submission deadline. Submitted proposals will become the property of the City of Ellsworth after the proposal submission deadline.

Contractual Obligations

The successful vendor will be required to accept a purchase order from the City of Ellsworth in which the vendor will undertake certain obligations. These obligations include, but are not limited to, the following:

1. Insurance

The successful vendor shall maintain and require all subcontractors to maintain general aggregate insurance with limits of not less than $1,000,000.

2. Costs

All costs are to be stated in exact amounts. All costs must be detailed specifically in the vendor cost summary section of the proposal; no additional charges (e.g. for sales tax, container

Ellsworth IT RFP 7 packing, installation, training, out-of-pocket expense, etc.) will be allowed unless so specified in the bid.

3. Selection

The final award is subject to the City of Ellsworth purchasing policy and will of City Council.

Right of the City of Ellsworth to Reject Proposals

The City of Ellsworth reserves the right to reject all proposals or any part of any proposal, to waive minor defects or technicalities, or to solicit new proposals on the same project or on a modified project which may include portions of the originally proposed project as the City of Ellsworth may deem necessary in its best interest. The City also reserves the right to negotiate with any vendor, all or part of any proposal that is in the best interest of the City.

Non-limitations to RFP

The format of the RFP must be followed, and all requested information must be submitted as indicated;

however, the City of Ellsworth is receptive to any additional suggestions pertaining to services development, additional related capabilities, and any alternative methods for providing related services.

Any exceptions to the RFP terms and conditions must be included in writing in the proposal.

Interpretations and addenda

No interpretation made to any respondent as to the meaning of the RFP shall be binding on the City of Ellsworth unless repeated in writing and distributed as an addendum by the City of Ellsworth.

Interpretations and/or clarification shall be requested in writing from the City Administrator.

Confidentiality of Documents

All responses to the RFP submitted by vendors shall be deemed public documents at the time opened by the City of Ellsworth. The RFP is intended to be worded in a manner so as not to elicit proprietary information from the vendor. If proprietary information is submitted as part of the proposal, such information is to be labeled proprietary and be accompanied with a request that the information is to be returned by the City of Ellsworth to the submitter. Any proposal that is submitted with a blanket statement or limitation that would prohibit or limit such public inspection shall be considered non-responsive and shall be rejected.

Legal Notice

The City of Ellsworth reserves the right to reject all proposals and waive any or all technicalities, as determined by the City Administrator of the City of Ellsworth.

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The City of Ellsworth expects a professional job, done commensurate with the standards and practices of the profession and/or business.

All persons awarded and/or entering purchase orders with the City of Ellsworth shall be subject to and required to comply with all applicable City, State, and Federal provisions.