RFP Rebuild _ Consolidation of IT Services GCCDA 2024 .pdf

REQUESTS FOR PROPOSALS

DUE BY: October 25th, 2024

The Gratiot County Central Dispatch Authority (“GCCDA”) invites qualified firms to provide informational technology managed services to the Gratiot County Central Dispatch Authority.

To be considered for this engagement, your business must meet the qualifications and satisfy the requirements set forth in this Request for Proposals. Proposals must be received at email address listed below by 4:00pm on October 25, 2024.

Gratiot County Central Dispatch Authority

David Rapacz- Director

1375 S County Farm Dr

Ithaca MI, 48847

E-mail: drapacz@gratiotmi.com

I. INTRODUCTION

The purpose of this Request for Proposals (RFP) is to provide interested and qualified firms and individuals with sufficient information to enable them to prepare and submit proposals for consideration by the Gratiot County Central Dispatch Authority

Board as part of its procurement of needed professional services.

A. Bid Submission and Project Representative.

To be considered, a digital copy of the proposal must be received by 4:00pm on

October 25, 2024. Requests for information or interpretation of the intent of the

RFP and any/all other inquires must be addressed to the officer above.

Proposals must be signed by an official authorized to bind the firm to its provisions and the proposal must remain valid for at least one hundred twenty

(120) days. All proposals must include a “not to exceed” fee including all out-of-pocket expenses for this proposal. There is no expressed or implied obligation for

Gratiot County Central Dispatch Authority to reimburse responding forms for any expenses incurred in preparing proposals in response to this request.

mailto:drapacz@gratiotmi.com

B. Right of Refusal.

Gratiot County Central Dispatch reserves the right to reject any or all proposals, to negotiate separately with any source whatsoever in any necessary to attend the best interests of the Authority, to waive irregularities in any proposal and to accept a proposal which meets the needs of the Authority, irrespective of the bid price.

C. Project Description.

Gratiot County Central Dispatch is receiving proposal from qualified firms to provide information technology managed services. Technical questions or requests for clarification shall be directed to the key contact listed above. Gratiot

County Central Dispatch Authority responses to a firm’s questions will be posted as an informational document added to this request for proposal on the Gratiot

County website. (The firms asking the question will not be revealed.)

IT Structure and Scope of Services

Gratiot County Central Dispatch Authority currently utilizes a managed service provider to provide user support, technology support, and project execution, with strategic vision being provided by an IT Director.

Gratiot County Central Dispatch Authority is looking for a single information technology provider. Gratiot County Central Dispatch Authority is seeking a service provider with a remote helpdesk 24 hours a day, 7 days a week, 365 days a year.

Gratiot County Central Dispatch Authority operates out of a single location and has approximately 15 users. Staff utilize both desktop workstations, laptops, and cellular phones.

Some staff are mobile and work remotely, off-site, or in the field.

Each machine and user vary in use of network services, some machines are shared between multiple users, some are dedicated to a single user, and secure access for all staff at any location is critical to the scope of work.

Gratiot County Central Dispatch Authority intends to award a contract with a base year that will begin in November 2025 with options up to 5 years, through October 1, 2029.

Services that the Managed Service Provider would provide:

Discovery & Deployment

Full documentation and inventory of the network

Best-practice configuration of the network for monitoring and management

Orientation and training for staff on ticketing system, helpdesk workflow

Performance monitoring of network prior to and after implementation

24/7/ Monitoring & Incidence Response Services

24/7 incident response services for all server and network devices.

Phone, remote, and on-site support to authorized users for all included server and network devices

Track all incidents through a service desk system

24/7 collection of performance data for our included server and network devices

Utilize industry-best practices for remote access, control, and management of all devices

Patching: Deploy, manage, monitor the installation of firmware updates, operating system updates, security updates, reliability updates, software updates as deemed necessary on all applicable devices with additional emphasis on devices connected to the network

Resolution of monitoring alerts

Resolution of performance issues

Resolution of availability issues

Foundational Protection

Deploy Endpoint Detection and Response (EDR) to all workstations and servers with

MSP-Supplied RMM

Monitor workstations and servers with EDR installed via 24/7/365 partner SOC

Respond to incidents and service requests. All requests will be prioritized and processed

Remote Backup with at least annual testing

Strategic IT Planning

Provide the client with a named strategic resource to assist the client with the following:

Budgeting

Work with client to develop an annual technology budget for recurring expense items and new capital requirements in alignment with organizational goals

Strategic Planning

Recommend technology solutions as well as provide roadmaps that support key business processes in order to help the client leverage technology appropriately.

Analyzing IT Health Data

Perform a periodic analysis of the data collected by MSP’s monitoring systems to proactively resolve issues and assess potential risks within the environment. MSPO will;

make this analysis available to the Director of Gratiot County Central Dispatch Authority

IT Asset Administration

Hardware and software asset and warranty expiration tracking

Domain name expiration tracking

Hardware and software purchase specification

Web portal access for ticket creation and management

Maintaining network documentation and secure password storage

Interfacing with vendors such as internet service providers (ISPs)

Procurement

Ability to provide quotes for the following types of assets: Servers, networking, and power equipment, desktops, laptops, peripherals, software, including subscription-based services, domain names and security certificates.

Helpdesk

Repair and maintenance of computer equipment and computer network, including:

Includes support coverage on new equipment or software obtained for use by the authority over the course of the contract

Includes but not limited to setup of computers, creation of images, repair of hardware if applicable and correction of software and Windows operating systems errors and problems.

Ticketing system that can be monitored by Gratiot County Central Dispatch staff

Technical support provided by phone, remote access or by onsite support technician

Afterhours callback/remote support required

Technical support covers all hardware components including but not limited to computers, iPads, smartphones and other peripherals and office equipment.

Initial point of contact for most technology related issues, working on behalf of the user when issues must be resolved with other vendors (building security vendor, software vendors, PC hardware vendors, etc)

Documentation

Documentation of processes, systems, workflows, software installers, etc.

CJIS/LEIN Requirement

Any managed service provider technician shall be LEIN certified and capable of being LEIN certified and have no criminal convictions, including convictions that may have been expunged.

Remote support technicians must use CJIS certified remote desktop software.

Hardware and software purchase responsibility

Gratiot County Central Dispatch Authority is responsible for purchase of any hardware or line-of-business software items. Software associated with providing MSP services (ticketing system, remote monitoring, patch management, etc.) should be included in the proposal.

In your proposal, please:

Describe your firm’s capabilities to conduct network and security assessments and ability to complete any necessary system enhancements.

Describe your approach to provide installation, configuration management, patching, monitoring, and ongoing maintenance for the network devices.

Detail the process of providing services, as outlined above, Define standard service hours during regular business hours, weekends, and holidays. Any applicable Service

Level Agreement (SLA) for response time options should be included.

Detail your firm’s proposed approach to offering end users a consistent working experience, providing reliable and secure access to files, folders, and email.

Describe any software utilized for routine patching and updates, as well as software for communication and remote support, such as a helpdesk ticketing system.

Describe any additional service items, and cost, which may be of interest to Gratiot

County.

Provide a clear fee schedule that outlines all monthly service delivery costs, as well as any proposed one-time software or start-up costs. The fee schedule should include a breakdown of pricing structure (per user, per hour, etc.) any additional billing rates, hourly costs, and additional expenses for each individual or service.

Provide any other fee information applicable to the proposal that has not been covered.

Outline all provisions, termination clauses, and/or penalties for closing or changing the number of services as needed.

Describe any additional facets relevant to this RFP, which have not been previously mentioned that you feel warrant consideration or add to your firm’s value as a strategic partner to Gratiot County Central Dispatch Authority.

Provide a brief description of your firm, including but not limited to an overview of your firm, including name of the principal(s) of the firm, address, total number of employees, overall industry experience, certifications, and any affiliations.

Describe your firm and its capabilities. In particular, support your capacity to perform the services detailed in this RFP.

Indicate which employees your firm would be involved in providing services to

Gratiot County Central Dispatch Authority, including their designated roles, qualifications, and experience.

Provide a list of references, with names and contact information, for organizations or businesses for whom you have performed similar work. A minimum of three references are required. References from local government organizations, especially

Michigan counties, are preferred.

Provide proof of insurance coverage as outlined in Appendix A.

Start Date of Services November 1, 2024

Appendix A

CONTRACTOR INSURANCE REQUIREMENTS

The contractor, and any and all of their subcontractors, shall not commence work under this contract until they have obtained the insurance required under this paragraph, and shall keep such insurance in force during the entire life of this contract. All coverage shall be with insurance companies licensed and admitted to do business in the State of Michigan and acceptable to the

Gratiot County Central Dispatch Authority. The requirements below should not be interpreted to limit the liability of the Contractor. All deductibles and SIRs are the responsibility of the

Contractor.

The Contractor shall procure and maintain the following insurance coverage:

1. Worker’s Compensation Insurance, including Employers’ Liability Coverage, in accordance with all applicable statues of the State of Michigan.

2. Commercial General Liability Insurance on an “Occurrence Basis” with limits of lability not less than $1,000,000 per occurrence and aggregate. Coverage shall include the following extensions: (A) Contractual Liability; (B) Products and Completed Operations; (C) Independent

Contractors Coverage; (D) Broad Form General Liability Extensions or equivalent, if not already included; (E) Deletion of all Explosion, Collapse, and Underground (XCU) Exclusions, if applicable.

3. Automobile Liability, including Michigan No-Fault Coverages, with limits of liability not less than $500,000 per occurrence combined single limit for Bodily Injury and Property Damage.

Coverage shall include all owned vehicles, all non-owned vehicles, and all hired vehicles.

4. Additional Insured: Commercial General Liability and Automotive Liability, as described above shall include an endorsement stating the following shall be Additional Insureds: Gratiot

County Central Dispatch Authority, all appointed officials, all employees and volunteers, agents, all boards, commissioners, and/or authorities and board members, including volunteers thereof. It is understood and agreed by naming Gratiot County Central Dispatch Authority as additional insured, coverage afforded is considered to be primary and other insurance Gratiot County

Central Dispatch Authority may have in effect shall be considered secondary and/or excess.

5. Cancellation Notice: Worker’s Compensation Insurance, Commercial General Liability

Insurance, Automobile Insurance, as described above, shall be endorsed to state the following: It is understood and agreed Thirty (30) days, Ten (10) days for non-payment of premium, Advance

Written Notice of Cancellation, Non-Renewal, Reduction, and/or Material Change shall be sent to: Gratiot County Central Dispatch Authority, Attention: David Rapacz 1375 S County Farm St., Ithaca, MI 48847.

6. Owners’ and Contractors’ Protective Liability: The Contractor shall procure and maintain during the life of this contract, a separate Owners’ and Contractor’s Protective Liability Policy with limits of liability not less than $1,000,000 per occurrence and aggregate. The County shall be “Named Insured” on said coverage. A thirty (30) day, ten (10) day for nonpayment of premium, Notice of Cancellation shall be endorsed onto this policy. In lieu of this requirement, per project aggregate on the Commercial General Liability policy may be acceptable for jobs requiring a $1,000,000 liability limit.

7. Proof of Insurance Coverage: The Contractor shall provide the County at the time the contracts are returned by him/her for execution a Certificate of Insurance as well as the required endorsements. In lieu of required endorsements, if applicable, a copy of the policy sections where coverage is provided for additional insured and cancellation notice would be acceptable.

Copies of all policies mentioned above shall be furnished, if so requested.

If any of the above coverages expire during the term of this contract, the Contractor shall deliver renewal certificates, endorsements, and/or policies to the Gratiot County Central Dispatch

Authority at least ten (10) days prior to the expiration date.