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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 Page 2 of 9 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 Page 8 of 9 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 Page 9 of 9
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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


Page 2 of 9



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 ...

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