Information Technology Consulting Services
Notice of Request for Proposal
Information Technology Managed Services and Support
South Adams County Water and Sanitation District
1.0 Purpose of SolicitationSouth Adams County Water and Sanitation District (District) is seeking the services of a qualified information technology firm to assist the District by providing IT managed services. The District is looking for a provider of services as defined in section 3. Based upon the qualifications and expertise of the chosen firm, the District may choose to ask the management services provider to perform some of the additional contract work defined in section 4.
The District’s administrative office is located at 6595 East 70th Avenue, Commerce City, CO 80022.
2.0 Current Environment
The District consists of a primary hub, located at the administrative office. The District routes all data, telephony and radio communications through this central hub. There are three primary satellite locations and a number of minor remote sites tied into a central hub. Primary communications is based on leased point to point circuits. Limited wireless connections are achieved through radio and cellular systems.
The District relies heavily on a VMware virtual infrastructure which consists of virtual and physical servers, physical and virtual desktops, and mobile platforms.
The District currently has the following IT staff resources: IT Specialist,
Business Applications Specialist, GIS specialist. The District uses the services of an outside provider for remote and onsite help desk support, software products updates, remote 24/7 system monitoring and technical assistance. The District has done extensive work on, and continues to refine, a defined segregation of duties scope for each of these resources.
The District uses an internal helpdesk ticketing system based in SharePoint for processing all IT related tickets. This allows for tickets to be assigned to the appropriate resource based on the segregation of duties scope
Attachment “A” profiles the Districts system architecture and equipment.
Attachment “B” profiles the overview of the segregation of duties
General information concerning the District may be found on its website SACWSD.org
3.0 Proposal
The District is looking for a provider to furnish, at a minimum, the following:
Systems Administration
• Provide guidance and information to the Districts executive and staff regarding current and future technology initiative and systems.
Systems Management
• Security policy administration – Assist in creating, updating, and enforcing District IT security policies,
• Active Directory Management—New user setup, AD maintenance, including moves/add/changes
• Group Policy maintenance—Maintain and update Group Policy, including printers, network shares, and policy objects
• Backup management – on-going monitoring, regular validation, failure resolution, restoration testing
• Patch management – review of upcoming patches, testing of patches and deployment of Patches, for Microsoft (Windows, Office), VMWare, and other providers. (Adobe, Java, Shockwave, etc.) Patch management should be deployed as a systems level process, not on an individual PC/User basis
• Antivirus management – Provide and manage anti-virus/anti-malware deployment for servers and desktops.
• Asset management – IT asset inventory and audit
• Software Deployment—Installation and configuration of software licensed by the District
• Management of firewall policies
• Notification of and coordination with District personnel regarding system outages or critical issues
• Workstation and Desktop aging system change outs
Systems Monitoring
• Event log – review of server event logs, investigation of critical errors that may affect service or performance
• Server– key processes, disk-space, memory and CPU utilization – for physical and virtual servers, as well as virtual server hosts. Vendor warranty mediation as needed
• General availability –Real time monitoring of systems availability.
• Exchange e-mail server– SMTP session monitoring, database size monitoring, and server level antivirus. Coordination with District staff regarding configuration of external Anti-Spam provider
• Network monitoring—outage and utilization.
• Coordination with staff and hardware vendors for warranty service • Wi-Fi—Monitoring and management of District Wi-Fi networks
• Monitoring of network storage—health and availability monitoring of District network storage. Vendor mediation as required
Exceptions—monitoring only, no maintenance or support SQL Database support for Enterprise applications
Enterprise or specialty software support (ERP, GIS, etc) SCADA systems and networking
CCTV Telephony
Card Access System Board Room AV System
Help Desk
• Help desk (off-site desktop monitoring) and off-site support – 1st level, 2nd level, 3rd level
o First level - End-user support
o Second level – Engineer level support
o Third level – Senior Engineer/Network Management Support • On-call on-site support as needed
Service level objectives:
• For Mission Critical issues affecting ability to perform normal function:
o Business Hours: 15 minutes callback, 4 hour onsite response
o After Hours: 30 min callback, 4 hour response if authorized • For issues affecting normal business, but workaround is available
o Business Hours: 1 hour callback. Next business day onsite
o After Hours: Next business day response, next business day onsite if needed
• For general or scheduled responses
o As agreed upon case by case
• NOTE: Onsite response SLA is required when issue cannot be dealt with using remote management tools.
Service Management and reporting
• Help Desk call tracking and resolution
• Interfacing with Districts internal helpdesk ticketing system. • General System Health
• Asset inventory, including general hardware, software, and life cycle • Tracking of service tickets based on hardware and end user
• Provide regular reporting to the District regarding call status and completion • Regular scheduled in person status meetings
4.0 Additional Services
In addition to MSP services outlined above, the District also contracts out work for IT work on a project basis. Initiatives that may fall into this category.
• Microsoft SharePoint site development • Networking equipment upgrades and changes • Server upgrades, both hardware and software • Cabling and physical plant moves/add/changes
5.0 PROPOSAL GUIDELINES
5.1 Form and submission of Proposals
Please submit response (one copy) electronically as follows:
Proposals will be received by the South Adams County Water and Sanitation District (SACWSD) at 6595 East 70th Avenue, Commerce City, Colorado 80022 until 1:30 p.m., local time, Friday, February 20th, 2015 for the project entitled
“Information Technology Managed Services and Support”. Due Date and Time: February 20th, 2015 by 1:30 pm
Submit To: Byron Jefferson, Administrative Services Manager, at bjefferson@sacwsd.org
5.2 Questions
Any inquiries concerning this request shall be submitted by E-mail to Byron Jefferson, Administrative Services Manager at bjefferson@sacwsd.org
5.3 Modification or clarifications
If the District determines that a response to an inquiry or a modification to the request for proposal is warranted, a written response or modification in the form of an addendum will be issued.
5.4 Procedure for Awarding Contract and Selection Criteria
The District will select appropriate District representatives to participate on a selection committee for this project. The selection committee members will evaluate the
proposals, based on the evaluation criteria listed below, and reach a resolution on the committee’s recommendation for a preferred proposal which represents the best value for the District.
The evaluation criteria have been devised, and are intended, to promote a systematic procedure of evaluating the prospective firms, with the intent that all important factors are considered in the evaluations. Objectivity is the goal. It is the intent that
recommended consultant have the ability to provide a quality product in a timely manner. The selection committee or the District Manager will present the Board of Directors with the committee’s recommendation regarding a preferred proposal. Then, the Board of Directors may select the proposal which provides the best value to the District, as determined in the discretion of the Board of Directors of the District, or may decide not to select any proposal. Written notice will be provided to the consultant who submitted the selected proposal.
5.5 Evaluation Criteria
Firms responding to this Request for Proposals will be evaluated based on the criteria noted below:
1) The consultant’s understanding of the project and the needs of the District and general project approach.
2) The consultant’s experience, qualifications and capability. This may also include management experience of the firm related to sub-consultants, firm size,
availability and diversity of expertise.
3) The consultant’s references for work performed on similar projects. 4) The clarity, responsiveness and professionalism of the proposal.
5) The list of and relevant experience of each of the principal team members. 6) Whether the consultant is firmly established in the business, financially
responsible, and has the resources and the ability to offer its services in a professional and expedient manner.
7) The consultant’s willingness to agree to any conditions contained in this Request for Proposals and any Addendum or Addenda hereto.
8) The District may request additional information as deemed necessary. Failure to provide such information may result in the proposal being considered non-responsive.
9) Proposed Service Level Agreements and response times
10) The proposed pricing for performing the engagement (subject to minor negotiation)
11) Proposed methods for determining contract modification based on addition or deletion of servers, hosts, and networking equipment
12) Modifications may be made to the scoring based on the experiences the selection committee has had with the consultant, or if they envision conflicts of interests. The District reserves the right to reject any and all proposals, waive informalities and to reject non-conforming, non-responsive or conditional proposals.
5.6 Protests and Payment for Proposal costs
Individuals and business responding to solicitations issued by the District do so voluntarily, at their own expense and at their own risk. The District will not incur any liability for expenses incurred by a consultant in developing proposals in response to this RFP.
Only those protests that allege criminal acts, a violation of statutory law or a violation of federal civil rights will be a basis for suspending, delaying or otherwise interrupting the awarding of a bid. A protest requesting suspension of the award of contract and stating the basis of the request must be received within 7 days of the initial notice of award, given the District’s need to proceed with the contract in an expeditious manner. Such protest shall be delivered in person or by certified mail, to the General Manager. The General Manager will determine the validity of the protest and act thereon. Complaints from disappointed bidders or the public may be addressed in public hearing by the Board. Such complaints will be taken under advisement by the Board pending their evaluation of the complaint.
It is the intent of the District to act in a fair and consistent manner with all entities that conduct business with the District. It is reasonable to expect that some of those entities proposing to do business with the District may be disappointed or not agree with the determinations made by the District. There are no contractual rights or entitlement that inures to an entity responding to a proposal. All rights, benefits and privileges derived from the procurement process are to the advantage of the District and its customers.
South Adams County Water & Sanitation District
End of Request for Proposal
South Adams County Water and Sanitation District Current IT/Technology Configuration—Appendix A
General Site Configuration
Desktops and Users
110 Desktops, Laptops, and Virtual Desktops 100 Users
Administration Office
20 virtual production servers across 6 physical hosts. 16 physical desktops
20 virtual desktops 1 Management VM Server
Virtual DMZ Server Klein Water Treatment Facility
Connected to Administration by 100Mbps leased Fiber
1 VM server, 2 Guests 14 physical desktops
Wastewater Treatment Plant Connected to Administration by 100Mbps Leased Microwave 2 VM servers, 3 Guests 16 physical desktops 10 Virtual Desktops
Distribution and Collections Office
Connected to Administration by 100Mbps leased Fiber
1 VM Server, 4 Guests 17 physical desktops
General Network Configuration
Servers
HP ProLiant Servers Server Core
HP C7000 Blade Center iSCSI storage
Workstations HP Desktops PCoIP Thin Clients Laptops
Microsoft Windows Environment. Servers: Server 2008/R2, Server 2012/R2 Desktops: Windows 7
Exchange 2013
MS SQL Server 2008R2/2012
Telephony
Avaya IP500 VOIP System
Virtual Environment VMware ESXi 5 View 5
Remote Connectivity
Backup Environment
VEEAM 8—Primary and Secondary physical servers
Hardware Vendors HP Procurve Switches Cisco Wi-Fi AP and controller Cisco T1 Routers
SonicWALL NSA HP Servers, Storage
wireless
Responsibilites as Identified in 2013 IT Study
Attachment B
Applications Specialist Technology Services Specialist Managed Service Provider
Dynamics GP Server Application Updates/Upgrades Phone System - Monitoring
Vueworks S/W ESRI - Server Maintenance PTP Connection Monitoring
PN3 - Account Payable System Linko Tokay Internet Monitoring/Troubleshoot/Break/Fix
Dynamics Budgets Neptune H/W AD Password Reset
Neptune S/W Phone Systems - Move/Add Move/Add/Change User - AD/Email/Documents/Onboarding
SharePoint - Apps Mobile Data AD - Configure/Optimize/Troubleshoot
Panatrack Two-Way Radio Printer Connection
Printer - Break/Fix S/W Updates/Patches
Mapped/Shared Drives Malware Mitigation
OS Upgrades SSL VPN
Desktop UPS Thin Client OS S/W
Hardware - Break/Fix Desktop Application Support/Updates/Upgrades
License Compliance Office - Support/Updates/Upgrades
Antispam/Email AV OS Issues - Virus/Performance/Stability
SSL management Backup Management
Switch/Router/Firewall Antivirus - Updates/Checks
Wi-Fi S/W Monitoring
UPS - Replacement VMware
A/V Systems SharePoint Servers
System H/W - Data Center UPS Monitoring
System Documentation System Inventory
