The City is requesting proposals from qualified professional network support firms for Information Technology Support Services. The qualified vendor will enable the City to improve and maintain Information Technology (IT) effectiveness, enhance its quality of service delivery, minimize support costs, and maximize return on investment. The vendor will be within proximity to the City of Westbrook to be able to provide onsite services and on call services with a reasonable response time as agreed upon with the City of Westbrook. Preference will be given to a vendor within 10 miles of the furthest City building that will be serviced under this agreement as the vendor will be required to be on call for Public Safety needs 24/7.
The City currently runs a Windows based infrastructure with 21 virtual servers running on XenServer on 3 HP DL380 servers, 1 physical server, approximately 140 desktops/laptops/thin clients supporting approximately 250 users located at 8 sites. Servers run Windows Server 2003, Server 2008 and Server 2012 with client
workstations running Windows XP, Windows 7, and several thin client machines. The servers are located at the Public Safety building with fiber connecting the Public Safety Building to City Hall, the Walker Memorial Library, the Sewer and Wastewater Division and a connection to the Westbrook Community Center and the Public Services Building over a layer 2 Time Warner fiber network. Time Warner business class cable modems connect the Fire Station 3 and the Public Safety Garage facility with the Public Safety.
The vendor must offer a full range of information technology services including on-site network support, infrastructure and desktop services. These services include but are not limited to:
Asset acquisition, management, tracking, and reporting
Server integration, maintenance, upgrades, and support services
End-user workstation installation, configuration, maintenance, and upgrades Infrastructure support
Support of miscellaneous network equipment, such as firewalls, routers, and VPN connections
Management of 3rd party vendor contracts
Assistance in budget development and presentation
Strong emphasis will be placed on the vendor’s ability to manage network services and server software. Additional consideration will be given to an organization with experience in servicing and managing software including but not limited to:
Citrix XenServer & Xenapp Windows Server 2003-2012 Microsoft SQL Server 2005 Microsoft Exchange 2003/2010 Acronis
ESET Nod32
Accufund Accounting Software Munis IMC FireHouse Trio Employee Appraiser Petrovend
Vendor must have Engineers or Technicians on staff certified in Citrix Xenserver, Citrix XenApp, Microsoft Exchange, Windows Active Directory and Networking. Vendor must have the ability to integrate hardware and software, proven assessment management and tracking capabilities, excellent technical skills, a strong customer service focus and strong communication skills.
Services that will be provided to the City include:
1. The City is seeking an annual contracted price to monitor, support, and maintain the City’s servers and systems. The price for these services shall include the following:
Fixed price agreement on labor
Flexible coverage options up to 24/7
Support via telephone or remote access within one-hour for mission critical and down production systems and on-site support within 4 hours for mission critical and down production systems
After hour support available for Dispatch with an ability to be onsite within 2 hours of mission critical down system
After hours support available for occasional needs from City employees to include setup of special locations for presentations and other City needs
Hardware and operating system support for equipment in warranty and out of warranty
Support for Citrix Xenserver and Xenapp
Support for Acronis Backup Solutions
Support for Exchange 2003 and Exchange 2010
Support for SQL and PervasiveSQL
Remote monitoring and support
Recovery from server crashes
Restoration of OS, data, or applications
Server health and performance reports
Remote software updates including patching, hotfixes, and security releases, a plus
The equipment to be included in contract and coverage expected is listed below: Sonicwall Firewall NSA 4500
Sonicwall Firewall TZ210 (2) Fortimail anti-spam appliance JetStor SANs
HP DL380 (3) HP DL360
Physical and 1 Virtual Domain Controller – 8x5 Virtual Servers – 8x5
Physical Servers – 24x7 Physical Servers – 8x5
Vendor must document all work performed on City servers. Monthly status reports will be provided upon request showing work performed, performance measures, disk utilization, etc.
2. On-Site Support
In addition to the contracted support services on the servers and firewall, the vendor will also provide on-going network maintenance services. If the additional services are not covered under the contracted server price, the services may need to be billed at an hourly rate. Hourly billing rates shall be included in RFP response. The following are
examples of additional services that may need to be provided:
Server Health Checks including patching, monitoring, rebooting, etc.
Maintenance of switches, routers, firewalls
Software upgrades and updates
Server upgrades and updates
PC/Laptop/Printer/Thin Client installation and maintenance
Maintenance and service of cruiser systems to include coordination with cellular wireless provider to ensure cruiser connectivity for IMC
Troubleshooting equipment/performance issues
Providing assistance as needed with miscellaneous projects (server or user based)
3. Personnel
Personnel providing services under the contract resulting from this RFP must be fully qualified to perform the required work. A designated engineering team is preferred. All personnel on-site and remote will be required to pass the Department of Justice’s criminal background check before performing any work in the Public Safety building. Support and Response Times
Define response times and cost for the following: Technical Support
a. Standard service call support (M-F; 8:00a.m. – 5:00p.m.)
b. Emergency call support (response outside standard service hours; must be available 24x7)
c. Factory service and warranty support Response Times a. Phone response for standard service call support
b. Procedure when phone support does not resolve the Standard problem, including response times
c. Phone response for emergency call support
d. Procedure when phone support does not resolve the Emergency problem, including response time
e. Vendor’s definition of an Emergency call-out Considerations for support:
Is there an available helpdesk with someone to pick up the phone from 8-5 and is help desk support available for network services and workstation services? When is support typically available (indicate times)?
How are calls documented and tracked?
How will on-site and remote support reports be provided, and in what timeframe? Do you provide remote support sessions?
Describe your problem escalation process?
Provide pricing for server support contract as listed under section - Servers and Firewall
Hourly rate for site visits outside pre-scheduled visits Hourly rate for after-hours, emergency response visits Identify any additional discounts for multi-year agreements Payment schedule for technical services
Bid schedule:
The bid will be posted on the City’s website and on the Maine Municipal Associations website on May 2nd, 2014 and will be posted for three weeks.
Bids will be due via email to the Comptroller, Alicia Gardiner,
([email protected]) by 10 am May 23rd and also must copy the City Clerk,
Lynda Adams ([email protected] )
Finalists will be notified Tuesday, May 27th and will be scheduled for a mandatory interview with the selection committee on Wednesday, May 28th. Vendors are reminded to keep this date available should they be selected for an interview. The committee will collectively make a recommendation to the city council and the selected party will be notified May 30th.
First reading for the award of bid will be on June 2nd, with a second reading to follow at a separate city council meeting.
The contract will begin on July 1 and will be valid for a period of three years (ending June 30, 2017). The City reserves the right to discuss with the vendor extending the contract should the parties find the arrangement mutually beneficial.
Additional Information
The bid committee will be comprised of the following individuals: Alicia Gardiner, Comptroller
Michael Foley, Vice President of Westbrook City Council Greg Hamilton, Director of Communications
Greg Post, Deputy Director of Community Services Tina Radel, Station Manager
Chris Dorman, Technology Trainer for Walker Memorial Library
