Request for Proposal. I. Introduction. II. Scope of Work. IT Managed Services Support. IT Environment. Main Facility

Transcription

1 Request for Proposal IT Managed Services Support I. Introduction The Hoh Indian Tribe ( Tribe or Hoh Tribe ) is located in western Washington State in Jefferson County, 28 miles South of Forks, Washington. The Tribe manages public works, community health, social services, natural resources and associated fiscal and administrative responsibilities with a staff of approximately 40 people. Since 2013, the Tribe has utilized limited staff resources to develop and maintain IT infrastructure in support of business objectives. The elected governing body ( Council ) of the Tribe has determined the need for contracted service in support of growing a dedicated IT department. The selected provider will work in support of 1 staff members to be responsible for configuration and maintenance of existing systems, ongoing maintenance of applications and hardware, and capacity planning. II. Scope of Work IT Environment Successful applicants will have experience and/or knowledge with the components that make up the Tribe s technical environment. Three Dell PowerEdge servers provide the foundation for 4 virtual machines that serve entire domain and the following components: Main Facility Windows Server 2012 R2 Hyper-V Hypervisor 4x Windows Server 2012 R2 (1 physical and 3 virtual) functioning as DC, File Servers, GIS Application Servers and Database Servers APC UPS unit for power failure mitigation Watchguard XTM Firewall 2x managed Netgear switches Multiple VLANs 3 pairs of wireless bridges for auxiliary office space Google Apps communication suite for 40+ users 25 Desktop PCs with business applications Printers/Scanners/Copiers Satellite Facilities Watchguard XTM Firewall (Branch Office VPN client) RFP - IT Services Support page 1 of 5 Proposal due 3/4/2016

2 12 Desktop PCs with business applications Project Requirements Consolidation of existing IT resources and staff with guidance and oversight from a competent, qualified candidate is key to the success and resiliency of the Tribe s business and government operations. Chosen candidates will be prepared to support the following: Network Application Management Infrastructure Security Disaster Recovery Remote Client Support 24/7 System Monitoring and Response IT Prospectus In addition to maintenance of existing infrastructure, successful applicants will be responsible assisting with the implementation of new systems to better utilize existing resources as well as assisting management with IT needs assessments and adapting to changes in the number of users and services as the Tribe grows. Immediate Plans Revised QoS and VLAN configuration to leverage limited bandwidth in support of business objectives while remaining a critical link for community members Revised configuration of accounting and Human Resources applications (Abila MIP Fund Accounting) to provide high isolation of sensitive data and efficient execution of payroll processing Revision of backup scheme to better support disaster recovery objectives Increased user base with ~10 new employees Revision/expansion of server roles to support: Increased granular control over end-user software installation and updates Enhanced security and encryption Enhanced file sharing and synchronization for off-premise work Highly isolated test network/server environment Long term Plans Increase broadband capacity to support cloud based, highly available solutions to business applications Enhanced web presence with outward facing services to partners, community members, co-managers and government agencies. RFP - IT Services Support page 2 of 5 Proposal due 3/4/2016

3 III. Period of Performance Following negotiation, the selected provider will be asked to enter into a contract with the Tribe for a proposed length of 1 year, renewable to a maximum of 4 years. Timeline The tribe intends to finalize the provider selection process according to the following schedule, with any changes to this schedule at the sole discretion of the Tribe. 2/4/2016 RFP available and advertised 2/25/2016 Site visit for proposed applicants (RSVP by 2/22/2016) 3/4/2016 Proposals due 3/24/2016 Proposal evaluation/negotiation with selected firm 3/30/2016 Awarded contract by Business Committee 4/4/2016 Begin work IV. Minimum Qualifications Proposers should employ a MCITP (Microsoft Certified IT Professional) and should have any/all licenses or registrations required to do business in the State of Washington. Proposers should have documented experience with Hyper-V, Microsoft Active Directory, Google Apps and managing Windows 7, 8 and 10 desktop deployments. Preferred candidates will also have experience supporting Esri ArcGIS Server and Portal applications and Abila MIP Fund Management Systems. V. Proposal Requirements The Tribe is requesting that proposals submitted address the subjects with specificity. We are looking for an organized effort and solution oriented procedures. Please respond to the following in your proposal: 1. General Company Information - Provide a profile of your company, including background and history, size, locations, certifications, credentials and any other relevant details. How does your company stay current on regulations, legislation, certification and compliance especially as it relates to federal government? 2. Security - Describe your strategy for securing your clients data. Include your company s policies as well as any security certificates or accreditations that you possess. RFP - IT Services Support page 3 of 5 Proposal due 3/4/2016

4 3. Service Levels - Describe the levels of service you will provide to the tribe on the following areas including response timing Describe your work order/trouble ticket system Describe availability of key staff during normal business hours Describe how staff is available 24/7 Provide your guaranteed response time for issues dependent upon the severity and time of day Provide your average response time for after-hours issues Outline your procedure for downtimes for routine maintenance, including scheduling, communications, monitoring, testing and follow up. Describe how you will assist the Tribe s staff, management and elected officials with strategic planning to insure viability, resilience, dependability and secure IT systems Describe your plans for disaster recovery Describe any special requirements that would be needed to fulfill your support role Describe how major software upgrades would be applied and what upgrades would require additional time, fees or services 4. Monitoring - Describe your tools and strategies for monitoring system health to maintain stability 5. Documentation - Describe how you would document and record maintenance, installation, performance and changes to the system. Furthermore, describe what documentation you would make available to the Tribe throughout the contract period and what documentation will be made available at the end of the contract period. 6. Training - Describe your approach to user training. What types of training support can you provide to both IT staff and end users? 7. Fees - Please provide all fees associated with the proposed contract for services. The following should be included in your base bid: Fees for service initiation Ongoing monthly fees and what is included and excluded Fees for connectivity to support site Optional Fees: Extra work which is outside the proposal Optional ongoing services Additional User Training Ad-hoc services Escalation fees Off-site disaster recovery Response and emergency fees Submit all responses electronically to it@hohtribe-nsn.org no later than close of business (4PM PST) on March 4 th 2016 in order to be considered for this contract. RFP - IT Services Support page 4 of 5 Proposal due 3/4/2016

5 VI. Evaluation Factors Responses shall be reviewed on these critical factors with the indicated relative importance Company experience, certification, expertise, references from similar agencies 20% Client Relationship approach 20% Service levels 25% Management (documentation and ownership) 20% Fees 15% RFP - IT Services Support page 5 of 5 Proposal due 3/4/2016