Informational Technology Managed Services

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. 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