Request for Proposal IT Support Services RFP

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Request for Proposal

IT Support Services

RFP 11-001

LOCATION:

Greater Vancouver Community Services Society #500-1212 West Broadway

Vancouver, BC V6H 3V1

CONTACT PERSON:

Shane Holland, Chief Financial Officer Email: [email protected]

Phone: (604) 714-3503 Fax: (604) 737-1791

SUBMISSION DEADLINE: September 15, 2011 – 4:30 PM

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GVCSS: RFP 11-001 – IT Support Services Page 1

5.1 Service Requirements ... 10 5.2 Contact Term ... 11 6.0 RFP Response Questionnaire ... 12 6.1 Corporate Background ... 12 6.2 Experience ... 12 6.3 Team Members ... 12 6.4 Service Levels ... 13 6.5 Client Relations ... 13 6.6 Pricing... 13 6.7 References ... 13 7.0 Receipt Confirmation of RFP ... 14

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1.0 Profile of Greater Vancouver Community Services Society

Greater Vancouver Community Services Society (GVCSS), one of the largest non-profit agencies in the province, has a 40 year history of supporting seniors and people with disabilities. The goals of the Society are to offer and operate a comprehensive program of assistance to the elderly, the physically and developmentally disabled and other socially disadvantaged people in the community, and to promote independence and community involvement.

GVCSS operates two major programs:

Home Support – As a contractor to Vancouver Coastal Health Authority, Department of Veterans Affairs, WorkSafe BC, ICBC, Ministry of Child and Family Development, and Community Living British Columbia, GVCSS administers home care services to over 2,500 clients in Vancouver. We have approximately 600 provincially qualified Community Health Workers who are remotely scheduled and dispatched to private residences offering a range of services including: personal care, assistance with mobilization, medication management, blood glucose monitoring,

tracheotomy care, dementia care, and palliative care. GVCSS is currently in the second year of the 10-year contract with Vancouver Coastal Health Authority to provide these services.

Community Living – GVCSS operates six group homes, offering residential and day program care for individuals with profound physical and developmental disabilities. Two homes are located in each of the following municipalities: Vancouver, Richmond and North Vancouver. We have a team of approximately 100 employees providing specialized care and supervision 24 hours a day, 7 days a week for the residents of these homes.

We have a seasoned volunteer Board of Directors that governs our organization and a highly experienced senior management team that oversees all of the daily operations.

GVCSS’ operations will remain relatively unchanged for the near future. Within a three to four year period, we anticipate expansion of the Home Support program to serve a larger number of clients. The expansion could occur outside of Vancouver, but would remain within British Columbia. At the same time, the agency may venture into providing care for senior housing and nursing homes.

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2.0 Request for Proposal (RFP) Process

2.1 RFP Process Details

a. Issuance of this invitation to bid in no way constitutes a commitment by Greater Vancouver Community Services Society to award contracts to any IT Support Services provider or to pay any costs incurred by the proponents in preparing a response.

b. All interested proponents shall complete the participation form in Section 7 (page 14) and return to GVCSS by September, 9 2011.

c. The responses and accompanying documentation submitted by the proponents become the property of Greater Vancouver Community Services Society and will not be returned. d. Responses will be accepted until September 15, 2011 at 4:30 PM. Responses received after

this date and time will not be considered for this RFP.

e. Responses are retained on record for a minimum period of one year.

f. Greater Vancouver Community Services Society reserves the right to contact references provided in any response to this RFP.

g. Proponents who are short-listed will be contacted for an interview at Greater Vancouver Community Services Society not later than September 23th, 2011. Interviews will take place between September 26th and 30st.

h. Short-listed proponents will also be invited to view the existing IT equipment and configuration at GVCSS’ offices before or after their interview. Adjustments to any short-listed proponent’s pricing proposal, if applicable based on new information obtained from onsite visit, will be accepted until 4:30 PM on October 4, 2011.

i. The preferred proponent will be identified by GVCSS by October 7, 2011 unless otherwise advised by GVCSS.

j. The preferred proponent and GVCSS will negotiate and enter into a Services Agreement for implementation, effective November 1, 2011. In no way is GVCSS bound to enter into an agreement with the preferred proponent or any party responding to this RFP.

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2.2 Submission Details:

Three (3) copies of your RFP response must be received by 4:30 PM Pacific Time on Thursday, September 15, 2011 at the delivery address noted below:

Greater Vancouver Community Services Society Suite 500, 1212 West Broadway

Vancouver, BC V6H 3V1

RFP No. 11-001 - IT Support Services

Note: The RFP number and name shall appear on the outside of the envelope/package. It is the

proponent’s sole responsibility to ensure the submission is received when, where and how it is specified in the RFP. Greater Vancouver Community Services Society is not responsible for lost, misplaced or incorrectly delivered submissions. All submissions will be date and time stamped.

2.3 Inquiries

All inquiries regarding the RFP are to be directed, by email, to [email protected]. Responses to questions will be sent to all proponents. All inquiries must be received no later than 2 business days before the closing date and time.

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3.0 Existing IT Configuration

GVCSS operates from a head office and seven (7) remote locations. All network hardware is located at the head office, with the remote locations connecting to the network via Sonicwall and/or VPN hardware. Management and supervisory staff use standard-issue IT equipment (PCs, desk phones, Blackberries/Mobile Phones), while our community health workers use Blackberries to receive schedules and PIN notices; the community health workers do not have MS Exchange accounts, nor do we have a need to provide email services to this group of 600 workers.

Workstations

Head Office

(1212 West Broadway)

- 42 desktops (10 x HP 6000 Towers with Windows 7, purchased, Sept 2010 and 32 x HP Compaq DC 5700 with Windows XP Pro, purchased, Aug 2007)

- 9 laptops (5 x Thinkpad SL510, purchased, Aug 2010 with Windows 7 and 6 x HP Compaq 6xxx with Windows XP) Marion Longstaff Office

(347 East Cordova Street)

- 4 dedicated desktops (HP 6000 Towers with Windows 7, purchased, Sept 2010)

- 1 shared desktop terminal (HP Compaq DC 5700 with Windows XP Pro, purchased, Aug 2007)

Group Homes x 6

(2 in Vancouver, 2 in Richmond, and 2 in North Vancouver)

- 1 desktop terminal at each location, shared among users (HP Compaq DC 5700 with Windows XP Pro, purchased, Aug 2007)

Network

All servers are HP ProLiant servers presently operating Windows Server 2003 R2 Standards. A network diagram is provided on Page 7 of the RFP.

Physical Servers  Terminal Server

 Mail (MS Exchange, backups)  SQL2005

VM Host Hardware

 VM-Host (virtual host for BES4)

 Fileserver Host (virtual host for BES5 and Fileserver) Virtual Servers

 BES 4  BES 5

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Other Network Hardware  Sonicwall Pro4060

 3 x 3Com 24 Port 10/100 switches  HP Ultrinium tape drive for back ups

Other IT Devices

 Copiers: 1 x Canon imageRUNNER 2200 and 1 x imageRUNNER ADVANCE C7065  Facsimile: 1 x Canon Super G3 and 1 x Canon 710

 Printers: 25 desktop printers including, HP Laser Jet: 4250, 4050, 3030, M1522nf, HP InkJet L7058, and Samsung CLP-310

 550 Blackberry devices (roughly half are 8330 and the other half are 8530)

 Land line phones: BCM450 Base System with 43 x Norstar Meridian handsets (managed by Algo Communication Products)

The following service providers are associated with the delivery of the IT services GVCSS. Algo Communication

Products

Landline hardware and maintenance (PBX at head office and T1 connection to VOIP phones at Cordova office)

Canon Supplier and maintenance provider for multipurpose copier/printer and fax machine at head office

ideaLEVER Solutions Website content manager and host Radiant Communication DNS management

Ricoh Supplier and maintenance provider for multipurpose copier/printer at Cordova St. office

RIM/ B-Wireless Provides BlackBerry devices

Shaw Cable ISP to head office, Cordova St. office, and group homes

Skyway West DSL ISP to Head Office (and supplier of Bonded Hardware to provide ISP redundancy)

Telus Mobile and landline service provider

Applications

The following applications represent the core requirements for operations at GVCSS.

Microsoft Windows Server 2003 R2, Windows OS (Widows 7 and XP), Office 2007, Exchange

Procura 7 Home Support scheduling system that creates the schedules for all clients and employees. Procura operates using SQL Server.

CellTrak GPS enabled scheduling and care plan software system. CellTrak is a web-based application that interfaces with Procura and pushes out schedules to Blackberry devices.

ComVida

(EMS 4.0, FMS 4.0.3, Payrolls 3.5f)

Community Living scheduling system, payroll system for Community Living and Financial Management (Accounting) system. ComVida operates using SQL Server.

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Network Layout

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4.0 IT Support Services - Scope

GVCSS is seeking a partner to provide a full range of IT support services, including system maintenance, desktop support and troubleshooting, proactive network management, and IT asset and resource planning. GVCSS does not have a dedicated internal IT resource and will rely heavily on the IT Support Services provider to provide the role of virtual CTO. The successful proponent will have overall

responsibility for planning, establishing, implementing and maintaining all aspects and components of the GVCSS network including but not limited to the list below.

In your RFP response, please outline your experience and proposed delivery model with regards to the delivery of the following ongoing services:

Network Monitoring and Optimization Management

 24×7 network and server monitoring, including alerts to GVCSS management of issues as set out in a negotiated issue escalation/resolution process

 Measurement, monitoring and regular reporting of key performance metrics, such as disk space availability

 Implementation of network optimization processes

 Management and removal of log files and temp files

 File archiving

 System updates, firmware updates, patching, and version control  Daily data back-up (and recovery) – note, this is currently done onsite  Support Microsoft Exchange and SQL servers

Network Design, Installation, and Support

 Manage servers, routers, switches, firewalls and other physical network devices  Implementation and maintenance of an documented network roadmap

 Planning and execution of IT equipment upgrade plan, including purchasing and installation  Remote and onsite technical support

 Documented support process maps for staff orientation and efficient processing  Printer setting management

 VPN set-up and client support

Helpdesk

 Hardware and software troubleshooting

 User support for standard Microsoft applications  Blackberry support

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GVCSS: RFP 11-001 – IT Support Services Page 9 PC Management

 Documentation, deployment and maintenance of standard PC image  PC hardware configuration

 Break/fix/upgrade support

 Software license maintenance and optimization

 Maintenance of use level settings for anti-virus, anti-spyware or similar applications  Regular and scheduled deletion of temp files

 Inventory tracking and management - including spares

Blackberry Support

 BES-5 server maintenance and support

 BES-4 server maintenance and support (Note, we have 600 workers with Blackberries that do not have MS exchange accounts. The Blackberries run a Celltrak application for care workers and email is not necessary. As such, there are no plans to change this configuration).

 Management of Blackberry policies

 Regular and scheduled review and purge of BES log files  Handset programming and troubleshooting

Network Security

 Manage firewall (Sonic wall), including scheduled and ad hoc firmware updates  Install and manage anti-virus and anti-spyware software

 Manage spam filtering, user authentication, and file security software/hardware  Manage VPN connectivity

 Assist GVCSS develop, review and update IT security policies on a scheduled and ad hoc basis  Undertake security compliance audits annually and as required

 Maintenance and of all network passcodes

Disaster Recovery and Redundancy Management

 Regular and scheduled maintenance and testing of UPS, including monitoring battery life  Ensure continuity of internet connectivity (i.e. no downtime)

 Manage backups and necessary hardware for Disaster Recovery (service levels to be determined with the successful Proponent (“Proponent”)

 Server virtualization for recovery

 Document and update disaster recovery and redundancy processes

IT Asset Lifecycle Management

 Implement pre-established annual hardware renewal program (e.g. 10 new PCs per year)  Ensure equipment is under warranty

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5.0 IT Support Services – Service Requirement and Other Terms

5.1 Service Requirements

As part of the scope of services, GVCSS wishes to have the following elements included. Service Level Agreement

A Service Level Agreement (“SLA”) will be established between GVCSS and the Proponent. The SLA will be the basis for measuring performance. The SLA will detail services included and those excluded from the scope, Guaranteed Response Times, and other expectations of the parties.

Helpdesk

The Proponent shall operate a helpdesk during regular business hours in Vancouver (8:30 AM to 5:00PM Pacific Time). In addition to being the first line of support for technical issues with the network,

desktops, printers and mobile devices, the helpdesk shall also provide troubleshooting support for Microsoft operating systems (Windows XP and Windows 7) and Microsoft Office 2007 applications. Onsite Support

GVCSS would like 8 hours of onsite technical/user support per week priced into the proposal (preferably two half days). When on-site, the technician(s) shall prioritize their time to respond to non-urgent helpdesk items, provide desktop support as required, and tend to routine server maintenance. In your pricing proposal, please detail this cost.

Application Vendor Liaison

The Proponent shall act on behalf of GVCSS for vendor liaison of Microsoft applications, virus, anti-spyware and other general desktop or server applications. However, for applications specific to GVCSS’ business operation (i.e. Procura, Celltrak, and ComVida), GVCSS will be the primary liaison. That being said, the Proponent is expected to work with GVCSS and these providers of these business application to ensure physical requirements of the network are optimized for application performance.

Documentation

The Proponent shall maintain an inventory of all GVCSS IT assets. Such documentation shall be updated monthly and provided to GVCSS. The inventory shall include complete set of documentation for all assets, including but not limited to purchase/installation dates, serial numbers, warranty expiry, firmware versions, installed applications (paid and freeware), passwords, key contacts, etc… Issue Management/Alerts/Notifications

GVCSS requires a system that provides management with real-time alerts and notification of critical issues we may encounter with our network.

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GVCSS: RFP 11-001 – IT Support Services Page 11 Reporting

Various levels of reporting are expected under the execution of the SLA. Vendor proposals must, at a minimum, outline the approach and pricing for the following:

a) Incident (ticket) Reporting

GVCSS will require weekly reporting on all open and closed ticketed items, whether through remote access to your ticket management system or reports accessible via the web or emailed directly to management.

b) Monthly Reporting

Each month, the Proponent must prepare a report outlining the following:

- Activities performed related to GVCSS’s IT network during the month, including actual time spent by resource and charge out rate by resource (if applicable).

- Number and description of service calls taken and average response times to respond to and resolve call requests/issues.

- Detailed accounting of issues requiring escalation, including reporter, description, action taken and timeline for resolution.

- Statistics and commentary detailing the health and performance of the network (e.g. available disk space, network speed, CPU utilization, slow switches, etc...).

- List of upcoming work required (e.g. expiring licenses, new drivers to be installed...) that was not previously detailed in the IMIT Roadmap.

c) Quarterly Meetings

Within two weeks of the end of each calendar quarter, GVCSS and the Proponent shall meet to review the execution of the SLA. The meeting will cover various topics, including:

- Review of management matters, including but not limited to: performance against service/ quality measures, emerging risks and issue management activities, and deviations from the IMIT roadmap.

- Review of outstanding issues within the full scope of the services provided. - Update the IM/IT roadmap to align with GVCSS’ business strategy, as required. - Outline recommended upgrades to keep IT infrastructure current with best practices

(documented recommendations should include description of recommendation, rationale, options, urgency, high-level impact analysis and costing estimate).

5.2 Contract Term

GVCSS will contract with the selected provider for a 12-month term, with an option for renewal for a second one-year term upon satisfactory performance against established deliverables and performance metrics.

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6.0 RFP Response Questionnaire

In your proposal, please be sure to include the following information.

6.1 Corporate Background

a. Provide your legal and business name, business number, office locations, phone, fax and website address.

b. Indicate the ownership and legal structure of the organization (i.e. corporation, partnership, sole proprietor).

c. Provide the name, title, telephone and email address of the principal of your organization. Please also provide a designated alternate in the case of absence of the principal contact. d. Please outline the number of years the business has been in existence and the number of

years you have been providing services similar to that outlined in this RFP. e. Please indicate the number of employees by location.

f. Provide the number of clients you currently support, split between Vancouver and other regions.

g. Provide a letter from your bank to demonstrate your financial ability to deliver the services outlined in this RFP for up to 24-months.

h. Provide a brief profile of the organization that includes history, size, structure, and scope of services provided. Include an organization chart if possible.

i. Proof of Coverage from WorkSafe BC j. Certificate of General Liability Insurance

6.2 Experience

a. Describe your prior experience in providing comparable services for other organizations. b. Outline the key attributes that distinguish your organization from the competition.

c. Discuss your experience in working for a client with multiple IT service vendors. Describe how the exchange of information between parties was facilitated.

d. Outline of key accomplishments and /or industry awards.

e. Outline any experience you have had working in a health care environment in British Columbia.

f. With regards to Blackberries, please describe your experience with working with BES 4 and BES 5 servers and Blackberry mobile devices.

g. Outline any expertise your organization may have with regards to Application programming, database management, and report creation.

6.3 Team Members

a. Please provide the names and background of the team that would support GVCSS for the execution of the services outlined in this RFP.

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GVCSS: RFP 11-001 – IT Support Services Page 13 b. Please provide a detailed bio (role, education and experience) for each team member who

will be involved in a primary role with GVCSS and a professional resume of the key contact for this contract.

6.4 Service Levels

a. Detail the services that are included in your IT Support Services package; also specify what services are excluded. If you offer tiered service packages, please define each tier.

b. State your standard business hours. c. State your after-hour support model.

d. Define your levels of support (e.g. Level 1 issues, Level 2 issues, etc…)

e. Detail your response times for both action and resolution of issues at each level. If you have service guarantees, please also document the guaranteed times.

f. Describe the system you use to triage and track issues for your clients.

h. If you operate from more than one location, please detail any shared services and how they are delivered (e.g. helpdesk).

6.5 Client Relations

a. Describe your approach to establishing and managing client relationships.

b. Describe what you would need from the client in terms of resources and support in order to undertake the scope of work in this RFP.

i. Explain your ability to respond to changing client needs.

j. Describe how you maintain records and documentation of client’s IT systems.

k. Provide a sample of a standard monthly report to provide to existing clients, in reference to the requirements set out in Section 5 of this RFP.

6.6 Pricing

a. Pricing to be presented in the following format:

- Base month charge for bundled services. If you offer different levels of service, please present your pricing proposal accordingly.

- Additional hourly charge for technical hours for services not included in base service contract.

6.7 References

a. Provide the names and contact information of a minimum of three (3) client references for services similar to those outlined in this RFP. At least one (1) of the three (3) references must be from a prior client with whom you no longer have a relationship.

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7.0 Receipt Confirmation of RFP

IT Support Services RFP 11-001

Please return by September 9, 2011.

This form acknowledges receipt of the above noted RFP document and indicates our intent to participate by submitting a proposal.

Company Name: __________________________ Contact Name: __________________________ Position: __________________________ Phone: __________________________ Fax: ___________________________ Email: __________________________ Date: _____________________________ Signature: __________________________

Email or Fax to: Shane Holland Fax: 604-737-1791 [email protected]

Request for Proposal IT Support Services RFP