Request for Proposals
Information Technology
Support & Consulting Services
City of Bellflower
Finance Department
16600 Civic Center Drive
Bellflower, California 90706
Date of Issuance:
October 15, 2014
Deadline to Submit Proposal:
December 15, 2014
I.
REQUEST FOR PROPOSALS (RFP)
The City of Bellflower is requesting proposals from qualified Consultants to provide information technology (IT) support and consulting services for the City.
Proposals must address the requirements of this Request for Proposals (RFP). For your proposal to be considered, email the complete proposal in PDF format to trhee@bellflower.org and submit one (1) copy of the same proposal in a sealed envelope marked “Proposal for IT Support Services” to:
Mr. Tae Rhee
Director of Finance/City Treasurer City of Bellflower
16600 Civic Center Drive Bellflower, CA 90706
The deadline to submit a proposal is December 15, 2014 at 5:30 P.M. If your proposal is not received by the Director of Finance on or before that date and time, then that proposal will not be considered.
Sealed proposals may be submitted in person, via U.S. Mail, or by express courier at the address above. Fax submittals will not be accepted.
Any questions regarding the RFP should be directed in writing to Ms. Catherine Jun, Management Analyst, at cjun@bellflower.org.
II. GENERAL
INFORMATION
Overview
The City of Bellflower (“City”) operates and maintains a full range of municipal services. It employs approximately ninety (90) full-time and one hundred (100) part-time staff and is organized into eight (8) departments.
The Finance Department is responsible for managing IT support services at the City, as well as strategic planning and coordination between various departments and the City’s IT service provider. The City’s entire IT staffing (which provides technician support, network administration, system administration, applications development and
maintenance, data administration, and specific project development, implementation and support) has always been outsourced.
The City is inviting proposals from experienced IT consultants to provide daily, consistent, and comprehensive IT support services and consulting, as well as ad hoc project planning and execution. The required services and performance conditions are described in Section III (Scope of Services). The most qualified Consultant will have the knowledge, expertise, staff, and availability to provide the required services in a large organization with diverse IT needs and a dynamic environment.
The selected Consultant will enter into a three (3) year Professional Services Agreement with the City, commencing on July 1, 2015 and ending on June 30, 2018, with the potential to renew the agreement thereafter.
City IT Inventory and Services
The City requires IT support services and consulting at the following locations:
Caruthers Park 10500 Flora Vista Street City Hall (primary location) 16600 Civic Center Drive City Maintenance Yard 9944 Flora Vista Street
Sheriff’s Substation 16615 Bellflower Boulevard
Simms Park 16614 S. Clark Avenue
Simms Park Volunteer Center 16610 S. Clark Avenue
Thompson Park 14001 Bellflower Boulevard Thompson Park Aquatic Center 14001 Bellflower Boulevard
A comprehensive inventory of the City’s IT equipment, by location, is listed in Exhibit A. Consultants should have the knowledge and ability to install, configure, upgrade, repair, and/or integrate all equipment listed.
In general, the information technology at City Hall consists of 12 physical servers that host 2 virtual servers. A majority of the users are on Dell and Gateway devices with some remaining on laptops.
Most users are set up with software specific to their needs. All users are on a Microsoft Windows environment and utilize multiple applications vital to ongoing operations. Many applications are server-based with client access via the network. Essential applications include Laserfiche document management, Multiple Operations Manager
(MOM) financial management software, HDL business license software, XYMaps GIS tool, Adobe products, Microsoft Office 2010, and Novell GroupWise 2012.
Of note, the City uses GroupWise as its primary email and document library and management platform. Nearly all of staff’s final and working documents are saved and shared (“routed”) via GroupWise. However, the City is considering an alternative platform which, once approved for implementation, the selected Consultant must be able to successfully install and migrate all GroupWise data to that new platform, during non-business hours. The Consultant must also provide or coordinate training for staff to use the new platform and provide troubleshooting assistance during the transition.
III. SCOPE
OF
SERVICES
The selected Consultant will manage the City’s IT environment (Exhibit A – IT Inventory) at all City locations listed in Section II. Overall, the Consultant’s scope of services includes, but is not limited, to the following:
A. Support Services
1. Systems Infrastructure
Physical and virtual servers
Workstations, notebooks, and mobile devices
Other devices
Server software, operating system, and applications 2. Network Administration
Network access
Remote and mobile access
Internet, intranet, and Wi-Fi support
Switches and firewalls
Network printers, copiers, faxes, and other devices
Network resource access
Create, delete, and maintain user accounts
Network software
Virus protection
3. Other Services
Email administration
Document management
Domain administration
Backup and replication services
4. Help Desk Support (on- and off-site computers and mobile devices)
Software related issues (application and computer support)
Hardware related issues (e.g., servers, workstations, notebooks, mobile devices, printers, copiers, fax machines, etc.)
5. Maintain Server, Operating System Software, and Other Applications
Installation, configuration, testing, updates, and upgrades of server and operating system software, applications, and related hardware.
Operating system and application upgrades and patching (servers and computers)
Review performance logs and monitor system performance
Troubleshoot
6. Consultant will evaluate IT needs on a regular basis and evaluate, maintain, repair, and/or recommend replacement of equipment and software as identified.
7. Manage the City’s software licensing and administer hardware warranties.
8. Work with other IT consultants/vendors to resolve issues with software and hardware for the implementation of City’s IT projects.
9. Communicate with the City’s line of business application providers to facilitate technical support.
10. Obtain quotes for IT purchases, when requested.
11. Attend meetings when requested by City staff.
12. Participate in the City’s budget process, when requested.
13. Maintain and update the City’s IT inventory database and track service requests and historical reports that can be accessed by authorized Staff.
B. Consulting and Project Management
Consultant will provide strategic planning and oversight of the City’s IT services and inventory and contribute to the development and implementation of long-term goals, projects, and objectives to achieve the City’s technology priorities. Such advisory and project management services include, but are not limited to, the following:
1. Conduct a review to identify and evaluate current systems including operating systems and/or network software, hardware, methods and techniques that can improve systems/network reliability and performance. Present findings in periodic meetings with Director of Finance and other staff.
2. Perform an annual technology audit, which should include the current environment infrastructure, completed projects, past and current service requests, and prioritized recommendations for subsequent periods.
3. Review and recommend backup and redundancy solutions to ensure servers and data are protected and operational in the event of an emergency, power surge, and/or power shut downs. Implement solutions, if endorsed.
4. Recommend offsite backup solution.
5. Recommend an alternative email and file sharing platform to GroupWise. Install and migrate data to the new program, if endorsed.
6. Plan and coordinate the migration of data to new applications and technologies, if endorsed. Provide or coordinate staff training on use of the applications and technologies.
7. Recommend new or revised IT policies, procedures, and standards given expertise and industry standards.
C. Basic Service, Office Hours and Staffing
1. The Consultant must provide onsite IT services for a total of 44-51 hours per week during the City’s business hours, which are 8:00 A.M.–5:30 P.M. on Monday–Thursday and 8:00 A.M.–4:30 P.M. on every other Friday. The City is closed on alternating Fridays.
2. Consultant must also provide quarterly preventative server and workstation maintenance service outside of business hours (e.g., patches, updates, etc.).
3. Consultant must provide live and/or remote emergency support and maintenance services outside its normal business hours, in the event of an emergency or high priority situation.
4. Consultant must also provide 24/7 disaster recovery and failover services.
The Consultant shall provide all labor, equipment, tools, fuel, materials, insurance, supervision, and all other items needed to deliver excellent regular and non-regular IT support services and consulting.
The duties listed in the Scope of Services are intended only as illustrations of the various types of work that may be required. The omission of specific statements of duties does not exclude them from the Scope of Services if the work is similar, related to, or is a logical assignment to any of the services above.
IV. PROPOSAL
REQUIREMENTS
For your proposal to be considered, email the complete proposal to trhee@bellflower.org and submit one (1) copy of the same proposal in a sealed envelope marked “Proposal for IT Support Services” to the Director of Finance by December 15, 2014 at 5:30 P.M.
The proposal shall be based on the Scope of Services and shall include, but not be limited to, the following information:
A. Consultant’s Background
1. General information about Consultant (i.e. location of office(s), years in business, organization chart, number and titles of staff, and any certifications or degrees).
2. Name, title, experiences and qualifications of the personnel that will be assigned to the City to perform the Scope of Services.
3. A list of past and current clients for IT consulting and support services of approximately the same size as the City of Bellflower. Provide a brief description of the services provided and dates of service.
B. Proposal Summary
1. Provide a statement of how your firm differentiates itself from other firms.
2. Provide a conceptual plan for meeting the Scope of Services, in a manner that you believe is appropriate for the City. Indicate how the resources of your firm (e.g. number and type of personnel allocated by hours) will be allocated.
3. Provide a statement describing the degree of work that is to be subcontracted, if any.
C. Communication
1. A description of how your firm communicates with clients regarding the status of your assigned duties.
2. Report formats used to keep clients informed of project and maintenance status.
D. Cost
1. Total fixed annual cost for first three (3) years, payable monthly, to provide routine, emergency, disaster recovery, and other IT consulting and support services for the City, as described in Section III, Scope of Services.
2. An hourly rate sheet for special projects and any additional work requested by the City and performed with additional staff (e.g., new server installation, major workstation/software rollout, etc).
E. Supplemental Information Novell GroupWise
The City uses GroupWise as its primary email and file sharing document library and management platform. Nearly all of staff’s final and working documents are saved and shared (“routed”) via GroupWise. However, the City is considering an alternative platform. Once approved for implementation, the selected Consultant must be able to successfully install and migrate all GroupWise data to that new platform during non-business hours. The Consultant must also provide or coordinate training for staff to use the new platform and provide troubleshooting assistance during the transition.
1. Detail your firm’s experience working with GroupWise.
2. Provide a recommendation, with pros and cons, on whether the City should continue using GroupWise or switch to an alternative file library, email, and management platform.
3. If an alternative is recommended, please provide:
Name of the alternative program(s) that would best support the City’s IT infrastructure, needs, and uses
Your firm’s experience working with the alternative program(s)
Estimated total cost of implementation, migration and training. List all hardware, software, labor, and staff training costs
Project schedule Remote Site Connectivity
The City uses Proxim wireless antennas/bridges to provide network connectivity for remote sites. There is no fiber optic connectivity at City Hall or remote locations (e.g., FIOS, Time Warner fiber network, etc.). As a result, the City utilizes DSL to provide backup network connectivity for the remote locations.
1. Provide a cost effective recommendation, with pros and cons, on whether the City should maintain the existing structure or switch to an alternative configuration.
2. If an alternative is recommended:
Provide a detail of the alternative configuration.
Detail your firm’s experience working with the alternative configuration.
Provide an estimated total cost of implementation. List all hardware, software, and labor costs and cost savings, if any.
Project schedule F. References
List three (3) references for which your firm has provided IT support services within the past five (5) years. Include the following for each reference:
1. Name, address, and phone number 2. Size and description of the reference
3. Dates of service and brief description of the services provided
G. Additional Information
Provide any additional information you believe will be helpful to assist in the review of your proposal. Include any attachments, exhibits, or reports which may help us gain an understanding of your firm’s ability to provide IT support services and consulting to the City of Bellflower.
Please note the City will require the selected Consultant to enter into a Professional Services Agreement. All proposed changes to the Agreement shall be incorporated into the proposal. To obtain a sample Agreement, call (562) 804-1424 ext. 2270.
V. CONSULTANT
SELECTION PROCESS / SCHEDULE
All proposals will be reviewed by a Selection Committee comprised of City Staff. The various significant criteria that will be considered in the evaluation of proposals are summarized below. The City’s final selection will not be dictated on any single factor or criteria including price. The relative importance of those factors involves judgment on the part of the Selection Committee and will include both objective and subjective analysis. A consultant may be eliminated from consideration for failure to comply with any of the requirements, depending upon the critical nature of such requirements.
1. Meaningful experience providing IT consulting and support services
2. Cost
3. Compliance with Scope of Services (Section III)
4. Responsiveness and thoroughness of proposal
5. Personnel proposed to work on the project and the qualifications of those individuals, reference checks, verification of certification, if applicable, and ability to satisfy insurance requirements
6. Any other factors determined by the City to be relevant to the performance of these services.
The City of Bellflower reserves the right to request clarification of additional information from any Consultant at any time. After evaluating the proposals and discussing them further with the finalists, the City of Bellflower reserves the right to further negotiate the proposed work and/or method and amount of compensation.
The Agreement will be awarded to the Consultant who meets all of the requirements, offers the most advantageous combination of low price and high ranking for various components contained herein, and whose proposal best serves the interest of the City as determined by City Council.
Only one contract will be awarded. If the City at any point determines the work is not progressing in the appropriate manner, then the City has the right to request a new project manager and/or terminate the contract with the selected Consultant.
Following is the anticipated schedule for the Consultant selection process:
Release of RFP 10/15/14
Proposals Due at 5:30 p.m. 12/15/14
Proposal Evaluation Period 02/26/15
Agreement Approval 03/23/15
VI.
RIGHT TO REJECT ALL PROPOSALS
The City reserves the right to reject any or all proposals submitted, and no representation is made hereby that any contract will be awarded pursuant to this RFP. Receipt of a proposal by the City does not constitute a contract with the City. All costs incurred in the preparation of the proposal and subsequent material, including a proposal, in the submission of additional information, and/or in any other aspect of a proposal prior to the award of a written contract will be borne by the proposer. The City will provide only the staff assistance and documentation specifically referred to herein and will not be responsible for any cost or obligation of any kind, which may be incurred by a proposer. All quotes, inquiries, responses, correspondence, proposals, reports, charts, displays, schedules, exhibits, and other documentation or other information submitted to the City in response to this RFP will become the property of the City and a matter of public record.
The City retains the right to abandon the proposal process at any time prior to the actual execution of a contract with no financial or other responsibility in the event of such abandonment. The City reserves the right to negotiate all final terms and conditions of any agreement entered into.
VI. INSURANCE
REQUIREMENTS
The Consultant will provide insurance certificates naming the City of Bellflower, and each of its officers, employees, and agendas, as additional insureds for General Liability and Automobile Liability; the proposer must provide Workers Compensation insurance in the amounts required by California law and Professional Liability Insurance coverage, as provided in the City’s standard Professional Services Agreement, but no less than the following amount: Errors and Omissions in the amount of $1,000,000 per occurrence. The insurance certificate will contain a provision stating that the City will be given thirty-days (30-days) prior written notice in the event of cancellation or reduction in coverage. The Consultant will also execute an agreement that will include a provision for indemnity and defense in a form provided by the City.
ATTACHMENTS:
EXHIBIT A – Inventory of Information Technology EXHIBIT B – Network Layout
Doc. 307141
Hardware City Hall Sherrif's Substation Public Works Simms Park Other Offsite Locations Total
Servers 15 4 19* See footnote
Switches 3 1 2 1 7 HP Procurve Switches
Routers/Firewalls 8 1 1 1 3 14 Barracuda, Netgear/Linksys/Tomato
Wireless Bridges 2 1 1 1 1 6 Proxim
Access Points Only 3 3 Netgear
Web Gateways 1 1 1 1 4 Barracuda
SSLVPN 1 1 Barracuda
Printers/Scanners 35 5 4 5 8 57 Mix of HP and Ricoh
Workstations/Laptops Win7 62 12 17 5 8 104 WinXP 27 3 3 6 39 iPads 7 1 1 9 iPad NAS 4 4 D-Links BYODs
*Servers consist of 12 active physical servers, 2 virtual servers (GWSUSE and GWSUSE standby), and 5 decomissioned servers (Bellflower-2, Bellflower-3, FAX, Webaccess (old), BF2-Standby). Servers are also a combination of SLE11 SP2, Windows Server 2003 Enterprise SP2, and Windwos Server 2012 Std R2)
Applications & Application Server Components
Acronis Backup & Recover 11.5 Active Directory
Adobe Suite (Standard, Photoshop, etc.) ArcGIS
Backup Exec for Netware Core FTP
Dataquick Property Pro eCopy
E-Directory (Novell) Energov eFax
Groupwise 2012 with Mobility Server HDL Business License Hyper-V iFastrack Laserfiche Mailwatch Maintstar
Microsoft Office Professional/Standard 2010 MOM (Financial Management)
PDQDeploy QuarkExpress Recfind Spiceworks
SQL Server 2005, 2005 Express, & 2008 Symantec Endpoint Protection 12.1 WSUS
Isp Name Type Speed
Megapath1 (2160503) ADSL 15/1
Megapath2 (2160493) ADSL 15/1
Megapath (2160519) ADSL 15/1
Megapath (2160543) ADSL 15/1
Megapath (2160550) ADSL 10/1
Telepacific (formerly MPower) 225651 SDSL 1.5/1.5
Megapath (2160568) ADSL 10/1
Telepacific (formerly MPower) 225651 SDSL 1.5/1.5
Megapath (2160527) Caruthers Park ADSL 3/1
Public Works Simms Park Simms Park Volunteer Center Thompson Park Location City Hall City Hall Substation ISP
City Network Layout
City Hall
Simm Park Public Works Substa8on
Slave Bridge Master Bridge Master Bridge
Slave Bridge Slave Bridge Slave Bridge
Manor Master Bridge Master Bridge Volunteer Center Thompson’s Park Caruther’s Park
