CITY OF CENTRAL
REQUEST FOR PROPOSALS
INFORMATION TECHNOLOGY SUPPORT SERVICES
I.
Introduction
Central City is located approximately 35 miles west of Denver in both Gilpin and Clear
Creek Counties and was incorporated in 1864. There is an estimated population of 663,
with a direct connection to I-70 via the Casino Parkway exit 243. Total annual visitor
traffic is estimated at over 400,000 vehicles with 28 employees serving the needs of the
public.
The City of Central is soliciting proposals from qualified professional vendors for
Information Technology support services for the period of one year from date of execution.
The qualified vendor will enable the City to significantly improve information technology
(IT) effectiveness, enhance its quality of services, minimize its support cost and maximize
return on investment in IT. The contract will be for $200,000 (all inclusive).
II.
Background Information
The City of Central currently runs a Windows 2008 R2 standard server with 24
workstations running Windows 7 Professional.
City Hall and Police Department: 19 machines, 8 printers (2 networked) and a
server
Public Works: 2 machines and 2 printers.
Water Department: 2 machines and 1 printer.
Visitor Center: 1 machine and 1 printer.
Other software packages include: Microsoft Office 2010, QuickBooks, Webroot
antivirus, Caselle (accounting software), The P.D. and Court use Sleuth software.
The City of Central website is managed by the Community Development Coordinator.
III.
Services Required
The following details the services to be provided to the City of Central in the area of
information technology services:
1. Desktop Application Support – Perform basic support functions
including installing PCs, laptops, printers, peripherals and office automation
software; diagnosing and correcting desktop application problems,
configuring laptops and desktops for standard applications and identifying and
correcting end user hardware problems, and performing advanced
troubleshooting. Maintain an up-to-date inventory of ALL City computer
related hardware and software, and make the inventory available to City
personnel upon request. Assist designated City personnel with software and
hardware purchases. Assist in the development of software/hardware related
policies and procedures.
2. Server Administration Services – Managing computer systems and
networks to include complex application, database, messaging, web and other
servers and associated hardware, software, communications, and operating
systems necessary for the quality, security, performance, availability,
recoverability and reliability of the system. Ensure scheduled preventative
maintenance for equipment is properly and promptly performed; maintain the
maintenance records on the equipment; assist in the development of
operations, administrative and quality assurance back-up plans and procedural
documentation. Setup new users and edit or remove existing users on server.
Server performance and capacity management services with reporting when
specified thresholds are reached. Support of all software products of the City
of Central as it relates to the server and associated hardware. Management of
user logins and security. Coordinate repair and maintenance work with
designated City personnel to ensure repairs are conducted in a timely fashion.
3. Network Administration Services – Scope of activity includes all City
network equipment including firewalls, routers and other security devices;
primary installation and maintenance of printers, network copiers/scanners,
etc; primary maintenance including regular analysis, routing configuration
changes and installation of patches and upgrades; alert notifications to
designated City personnel in the event of failure; complete proactive
monitoring of network equipment including bandwidth utilization, and other
performance indicators, with reporting when specified thresholds are reached.
Duties also include network performance and capacity management services
and network troubleshooting; maintain network documentation and
procedures.
4. Security – Maintenance of virus detection programs on City servers, email
and all other City computers and laptops; perform security audits as requested
and notify designated City personnel immediately of suspected breaches of
security or instruction detection; configure City system to enable remote
access in a secure environment and provide remote access administration as
requested by designated City personnel; proper disposal of obsolete
equipment.
5. Strategic Planning – Engineering, planning and design services for major
system enhancements, including installations and upgrades of new or existing
systems. Examples include major server upgrades, storage system upgrades,
redesign of backup systems, etc. Provide technical leadership for server
technology issues. Make recommendations for future purchasing and
technology needs. Install new servers, software and hardware and transfer
data when acquired. Strategic planning, design and installation/upgrade of
core network systems. Examples include major network upgrades, provider
changes, IP schema redesign, installation of “core” network devices, etc.
IV.
Submittal Requirements
The following information shall be required in the RFP submittal:
1. Letter of Transmittal – The letter is not intended to be a summary of the
proposal itself. The letter of transmittal must contain the following statements
and information:
Company name, address, and telephone number(s) of the firm submitting
the proposal.
Name, title, address, email address and telephone number of the person or
persons to contact who are authorized to represent the firm and to whom
correspondence should be directed.
Taxpayer identification numbers of the firm.
Briefly state your understanding of the services to be performed and make
a positive commitment to provide the services as specified.
The letter must be signed by a corporate officer or other individual who is
legally authorized to bind the applicant to both its proposal and cost
schedule.
Statement which indicates “proposal and cost schedule shall be valid and
binding for Ninety (90) days following proposal due date and will become
part of the contract that is negotiated with the City of Central.”
2. General Vendor Information – Please provide the following information:
Length of time in business
Total number of clients
Number of full time personnel in consulting, installation and training,
administrative support.
Location of office which would service this account
3. Describe how your firm is positioned to provide the services listed above and
provide a history of experience on providing similar services.
4. Describe your approach to providing these services and your methodology for
providing on-going support.
5. Provide the name, title, address and telephone number of three references for
clients to whom you have provided similar services. Please provide information
referencing the actual services provided, customer size (number of users), and the
length of tenure providing services to this client.
6. Staff Resources – Identify the names of principals and key personnel who will
actually provide the information technology services to the City of Central.
Summarize the experience and technological expertise of these staff. Describe the
role and responsibilities that each of these individuals will have. The local
availability of staff that will be providing these services shall be an important
consideration.
7. Support Services – Please answer the following:
Is help desk support available?
When is support available? (indicate XX a.m. to XX p.m. Mountain time
and the days of the week)
Will at least bi-weekly on-site visits be available to ensure all IT issues are
addressed?
How are charges for support structured, documented and tracked?
Please describe your problem escalation process, including
* Initial problem identification (hand-off from help desk)
* Triage for priority and severity of problems
* Steps for resolving problem escalation when a solution is not
forthcoming
* Final authority regarding conflicts
Indicate your response time and goal and also your statistics regarding
meeting that goal.
8. Cost of Services
V.
The proposal must contain a fee schedule that includes hourly rates for
proposed services.
Describe how your services are priced, and any specific pricing you are
able to provide.
Define any additional charges (e.g. travel expenses).
Evaluation Criteria and Process
Each submittal will be rated based on the following criteria:
VI.
Experience
Understanding of services to be provided
Personnel Expertise
Compatibility with end users/interview
Project Approach
Satisfaction of clients/end users
Deadline for Submission of Proposals
All three (3) copies of the proposals must be under sealed cover and plainly marked as
“Information Technology Support Services Proposal.” Proposals should be delivered or
mailed to:
City of Central
IT Support Services Proposal
P.O. Box 249
141 Nevada Street
Central City, CO 80427
Any questions regarding this proposal are to be submitted to:
Patrick Duffy, Community Development Coordinator
City of Central
PO Box 249
Central City, CO 80427
(303) 419-7504
pduffy@cityofcentral.co
VII.
Miscellaneous
The City of Central reserves the right to reject any and all proposals for failure to
meet the requirements herein, to waive any technicalities, and to select the
proposal which, in the City’s sole judgment, best meets the requirements of the
project.
The RFP creates no obligation on the part of the City to award a contract or to
compensate the proposer for any costs incurred during proposal presentation,
response, submission, presentation or oral interviews (if held). The City reserves
the right to award a contract based upon proposals received without further
discussion or negotiation. Proposers should not rely upon the opportunity to alter
their qualifications during discussions.
The City further reserves the right to make such investigation as it deems
necessary to determine the ability of proposers to furnish the required services,
and proposers shall furnish all such information for this purpose as the City may
request.
Proposers must specifically identify any portions of their submittals deemed to
contain confidential or proprietary information, or trade secrets. Those portions
must be readily separable from the balance of the proposal. Such designations
will not necessarily be conclusive, and proposers may be required to justify why
the City of Central should not, upon written request, disclose such materials.
PROJECT CHARTER
Version
Modified from CDC Unified Process Sample Template
VERSION HISTORY
[Provide information on how the development and distribution of the Project Charter up
to the final point of approval was controlled and tracked. Use the table below to provide
the version number, the author implementing the version, the date of the version, the
name of the person approving the version, the date that particular version was approved,
and a brief description of the reason for creating the revised version.]
Version
#
Implemented
By
Revision
Date
1.0
Modified from CDC Unified Process Sample Template
Approved
By
Approval
Date
Reason
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NOTES
[This document is a template of a Project Charter document for a project. The template
includes instructions to the author, boilerplate text, and fields that should be replaced
with the values specific to the project.
•
Blue italicized text enclosed in square brackets ([text]) provides instructions to
the document author, or describes the intent, assumptions and context for
content included in this document. DELETE blue text
•
Blue italicized text enclosed in angle brackets () indicates a field that
should be replaced with information specific to a particular project.
•
Text and tables in black are provided as boilerplate examples of wording and
formats that may be used or modified as appropriate to a specific project. These
are offered only as suggestions to assist in developing project documents; they
are not mandatory formats.
When using this template for your project document, it is recommended that you follow
these steps:
1. Replace all text enclosed in angle brackets (i.e., ) with the correct
field values. These angle brackets appear in both the body of the document and in
headers and footers. To customize fields in Microsoft Word (which display a gray
background when selected):
2. Modify boilerplate text as appropriate to the specific project.
3. To add any new sections to the document, ensure that the appropriate header and
body text styles are maintained. Styles used for the Section Headings are Heading
1, Heading 2 and Heading 3. Style used for boilerplate text is Body Text.
4. To update the Table of Contents, right-click and select “Update field” and choose
the option- “Update entire table”
5. Before submission of this document, delete this “NOTES” page and all instructions
to the author, which appear throughout the document as blue italicized text
enclosed in square brackets.
Modified from CDC Unified Process Sample Template
Page 3 of 9
TABLE OF CONTENTS
1 INTRODUCTION .................................................................................................................... 5
1.1
Purpose/Justification for the Project .................................................................... 5
1.2
Project Description ................................................................................................. 5
2 SCOPE ...................................................................................................................................... 5
2.1
Goals and Objectives ............................................................................................. 5
2.2
Major Deliverables .................................................................................................. 5
2.3
High-Level Requirements ...................................................................................... 5
3 DURATION .............................................................................................................................. 5
3.1
High Level Milestones ............................................................................................ 5
4 BUDGET ESTIMATE ............................................................................................................. 6
4.1
Estimate ................................................................................................................... 6
5 HIGH LEVEL ASSUMPTIONS, CONSTRAINTS AND RISKS ....................................... 6
5.1
High Level Assumptions ........................................................................................ 6
5.2
High Level Constraints ........................................................................................... 6
5.3
High Level Risks ..................................................................................................... 7
6 STAKEHOLDERS (INTERNAL AND EXTERNAL) ......................................................... 7
7 PROJECT CHARTER APPROVAL ..................................................................................... 8
APPENDIX A: ROLES AND RESPONSIBILITIES .................................................................9
Modified from CDC Unified Process Sample Template
Page 4 of 9
1
INTRODUCTION
1.1
PURPOSE/JUSTIFICATION FOR THE PROJECT
[Provide the purpose of the Project Charter.]
1.2
PROJECT DESCRIPTION
[This documents the key characteristics that will be created by the project. Provide
a brief description of the project and its associated product. Also briefly state the
business need for the project, its impact, and how the project goals align with the
goals of the City. .
Typically, the description should answer who, what, when and where, in a concise
manner. It should also state the estimated project duration (e.g., 18 months) and
the estimated project budget (e.g., $1.5M).]
2
SCOPE
2.1
GOALS AND OBJECTIVES
[Describe the business need, opportunity or problem that the project was
undertaken to address – i.e., the project justification.]
2.2
MAJOR DELIVERABLES
[Provide a high level list of “what” needs to be done in order to reach the goals of
the project. Each deliverable should be sufficiently detailed so that the Project Team
will understand what needs to be accomplished. Describe the deliverable using
action words (verbs) such as “deliver, provide, create, research, etc. Deliverables
should be measurable, so the Project Sponsor and Team can determine whether
the deliverable has been successfully completed at the project’s conclusion.]
•
•
•
2.3
[Insert Deliverable 1]
[Insert Deliverable 2]
[Add additional bullets]
HIGH-LEVEL REQUIREMENTS
[Describe the functions that must be in place when the project is complete. These
should be high-level requirements and do not constitute the detailed requirements
that are captured in the Planning Phase of the project. Upon approval of the Project
Charter, these requirements will be refined in the Planning Phase of the project and
will serve as an input to the scope statement in the Project Management Plan.]
3
DURATION
3.1
HIGH LEVEL MILESTONES
[Milestones are used to measure the progress needed to complete the project on
Modified from CDC Unified Process Sample Template
Page 5 of 9
time. Milestones represent when a key deliverable or groups of deliverables are
completed. ]
The table below lists the high-level Milestones of the project and their estimated
completion timeframe.
Major Milestones
[Insert milestone information (e.g., Project
planned and authorized to proceed)]
[Insert milestone information (e.g., Version 1
completed)]
Estimated Completion Timeframe
[Insert completion timeframe (e.g.,
Two weeks after project concept is
approved)]
[Insert completion timeframe (e.g.,
Twenty-five weeks after requirements
analysis is completed)]
[Add additional rows as necessary]
4
BUDGET ESTIMATE
4.1
ESTIMATE
[Provide the estimated budget for the project. You may also indicate the degree of
accuracy of your project’s budget. You do not break it down into individual spending
points (e.g., technician salary, hardware, software, etc.)]
5
HIGH LEVEL ASSUMPTIONS, CONSTRAINTS AND RISKS
[Identify the assumptions (things presumed to be true) that were made to form the
basis of defining goals, objectives, and deliverables. The objective here is to set
the boundaries and address how the triple project management constraint (scope,
time and cost) are potentially impacted/managed.
List any constraints (potential factors that will impact the delivery or make it difficult
to manage the project). Consider time, cost, dates and regulatory issues as
constraints to the project.
List any high level risks that impact the project’s goals, objectives, and deliverables.
Again, they will have an impact on the triple constraints. Remember that they can
be threats and opportunities to the project. Do not focus just on the negative
impacts.
There will be many more assumptions, constraints and, especially, risks but for the
charter focus on high level (ones with the most impact).
5.1
HIGH LEVEL ASSUMPTIONS
•
•
•
5.2
[Add additional bullets]
HIGH LEVEL CONSTRAINTS
•
•
•
[Add additional bullets]
Modified from CDC Unified Process Sample Template
Page 6 of 9
5.3
HIGH LEVEL RISKS
•
•
•
6
[Add additional bullets]
STAKEHOLDERS (INTERNAL AND EXTERNAL)
[List anyone who has a vested interest in the project. They would represent those
internal to your company providing the service and those external receiving the
service. Think broad – the list should be inclusive such as the major stakeholders
(company CEO, sponsor, customer contact, project manager, and project team) and
anyone else who would be part of this project such as technician, department heads
– list each one that is part of the project that will require research on the customer’s
website, etc..]
Stakeholder Name
Title/Position
Role / Responsibility
[Add additional rows as
necessary]
Modified from CDC Unified Process Sample Template
Page 7 of 9
7
PROJECT CHARTER APPROVAL
[List the individuals whose signatures are desired. Typically it requires at a
minimum the Project Sponsor and Project Manager. Sometimes, the customer can
sign but not required.]
Signature:
Date:
Print Name:
Title:
Role:
Signature:
Date:
Print Name:
Title:
Role:
Modified from CDC Unified Process Sample Template
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APPENDIX A: ROLES AND RESPONSIBILITIES
[The table below gives some generic descriptions. Modify, overwrite, and add to these
examples to accurately describe the roles and responsibilities for this project.]
Sponsor: Provides overall direction on the project. Responsibilities include: approve the
project charter and plan; secure resources for the project; confirm the project’s goals and
objectives; keep abreast of major project activities; make decisions on escalated issues; and
assist in the resolution of roadblocks.
Name, Title
Email / Phone
Project Manager: Leads in the planning and development of the project; manages the
project to scope. Responsibilities include: develop the project plan; identify project
deliverables; identify risks and develop risk management plan; direct the project resources
(team members); scope control and change management; oversee quality assurance of the
project management process; maintain all documentation including the project plan; report
and forecast project status; resolve conflicts within the project or between cross-functional
teams; ensure that the project’s product meets the business objectives; and communicate
project status to stakeholders.
Name, Title
Email / Phone
Team Members: Works toward the deliverables of the project. Responsibilities include:
understand the work to be completed; complete research, data gathering, analysis, and
documentation as outlined in the project plan; inform the project manager of issues, scope
changes, and risk and quality concerns; proactively communicate status; and manage
expectations.
Name, Title
Email / Phone
Customer: The person or department requesting the deliverable. Responsibilities include:
partner with the sponsor or project manager to create the Project Charter; partner with the
project manager to manage the project including the timeline, work plan, testing, resources,
training, and documentation of procedures; work with the project team to identify the technical
approach to be used and the deliverables to be furnished at the completion of the project;
provide a clear definition of the business objective; sign-off on project deliverables; take
ownership of the developed process and software.
Name, Titel
Modified from CDC Unified Process Sample Template
Email / Phone
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