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7/7/2021 Burley Public Library 1 Request for Proposal Template Outsourced IT Services ISSUED DATE: SUBMISSION DATE: 7/7/2021 AT 8:00AM MST RFP COORDINATOR: TAYCE ROBINSON BURLEY PUBLIC LIBRARY [PHONE REDACTED] 1300 MILLER AVE. BURLEY, ID 3318 [EMAIL REDACTED] BPLIBRARY.ORG ---PAGE BREAK--- 7/7/2021 Burley Public Library 2 Table of Contents 1 Request for Proposal 3 2 Introduction to the Burley Public 3 3 Overview of Current the Burley Public Library Technical 3 4 Value Added Service 5 Selection 6 Response Contents and 5 7 Information 7.1 Corporate 7.2 Proposed Approach and 6 7.3 7 7.4 8 Communications and 8 9 Notification of Intent to Respond and Clarification 10 Response Delivery 11 Vendor 12 Key 9 13 No 14 Agreement of 9 15 No IT RFP EVALUATION ---PAGE BREAK--- 7/7/2021 Burley Public Library 3 1 Request for Proposal (RFP) The Burley Public Library invites you to respond to this Request for Proposal (RFP). The focus of the RFP is to select a single organization to provide IT managed services to Burley Public Library over a 3-year period, beginning on September 1, 2021 and ending no later than September 1, 2024. Following the initial term, there is a possibility to renew this contract. 2 Introduction to Burley Public Library The Burley Public Library is a small rural library. We have 3 full time staff and 10 part-time staff. We serve a community of about 10,000 people, with an average of 5,000 people through our doors Our purpose is to provide excellent service to our community by giving them access to informational and recreational sources. 3 Overview of Current Burley Public Library Technical Environment Contracted person/persons will work directly with the library director There are nine employee computers and 12 computers for community use, and two computers for library catalog searches. There are 10 laptops that are available for checkout. We have all PCs. The library does not have a server, we have workstations. Workstations or located in the basement of the building. The network provides Wi-Fi to the building and 50ft on the outside of the building. Public computers are managed through software by Envisionware. There are three copy machines. One copy machine use for public has a release station also through Envisionware. Backup is currently provided through Backblaze, backup runs every 24hrs. Only staff computers are backed up. Computer hardware is approximately 2 years old. All software is up to date. 4 Value Added Service Requirements As part of this RFP, the following services are the current priority items for the Burley Public Library. Remote backup – Executing a backup plan for the critical servers, including a regularly-tested recovery process. Technology strategy planning – Work with the library director to create a hardware and software update plan. Network and email system monitoring – Business hours monitoring of Burley Public Library’s network and email services with proactive communication and escalation protocols based on the severity of any unscheduled outages. Procurement management – Work with the director in the selection of commercially rated equipment, order placement, order tracking, shipping, equipment returns, and sourcing and ordering of replacement parts. ---PAGE BREAK--- 7/7/2021 Burley Public Library 4 Move, Add, Change (MAC) – Changes to the location or configuration of existing equipment or software, and installation of additional equipment or software. Warranty, break fixes and installation – Planned and on-call services, including emergency response to server issues. Technical support – Ability to support Burley Public Library’s inquiries as required. Reporting and communication – Ensuring reporting on all purchases, assets, current activities, user statistics, issues, and project status reports. IT policy review and development – Development of customized policies related to the use of technology. Unit evaluation and testing – Formal evaluation of new hardware Implementation planning and guidance – Assistance in deployment planning and execution. Image development and management services – Assistance in planning and designing standard images. Image loading – Prior to delivery and installation. Configuration – Full assembly of hardware and software, including testing and burn- in. PC deployment – Delivery and setup of machines on-site. On-site implementation of business applications – Installation of non-image software. Asset inventory management – Tagging, tracking, and management of warehousing and inventory. Life cycle management of hardware units – Process for end-of-life notification, replacement, and asset decommissioning/disposal. Software licensing control – Oversight of automatic renewal of software applications and maintenance of appropriate documentation Inventory – Maintain an inventory of standard stock units on behalf of Burley Public Library 5 Selection Criteria Burley Public Library will use multiple criteria to select the most appropriate partner. Respondents are encouraged to be as aggressive and creative as possible in their proposals. The following list summarizes the major qualitative areas that will be evaluated, along with their overall weighting. Industry expertise and experience Demonstrated customer service quality and support Previous relevant experience Vendor strength and stability Account management Reporting capabilities Financial considerations ---PAGE BREAK--- 7/7/2021 Burley Public Library 5 6 Response Contents and Format Please complete all sections of the RFP. If additional material is required for one or more questions, please label attachments clearly and reference them in your response. Your response to this RFP will serve as the basis for the consideration of your potential as a partner. 7 Information Requirements For the purposes of understanding more about your company and your ability to successfully fulfill this important requirement, please provide the information below as part of your response, clearly referencing each specific question. 7.1 Corporate Information 1. Give a brief overview of your organization’s involvement in providing IT value added services in the marketplace. 2. How long has the organization been in this business and what is your current market share? 3. In what cities do you maintain offices? 4. Indicate the number of employees in your organization. How many of those are dedicated to account management and/or technical support? 5. How many are full-time vs. contract? 6. Please describe your relationships and experience with manufacturers and major distribution partners in the technology marketplace. 7. What differentiates your organization from your competitors in the marketplace and how will this be relevant to us? 8. Will you subcontract any components of the proposed solution to third party organizations? If so, please describe the components to be subcontracted and provide details of any agreement in place with the subcontracted firm/individuals as well as a summary of past work that you have successfully completed together. 9. Please describe your organization’s experience in transitioning clients to public or private cloud technology from more traditional IT service models. 10. Please provide details of three current customer accounts that are similar in scope and requirements to those of the Burley Public Library. 7.2 Proposed Approach and Solution 1. Please provide a proposed work plan for a migration to your organization as a Burley Public Library preferred vendor. Specifically, provide the following information: i. Key activities ii. Timing iii. Information/resource requirements from the Burley Public Library iv. Deliverables v. Key milestones, checkpoints, and other decision points 2. If we elect to move forward with your organization, what the Burley Public Library resources would you require information, data, staff resources, communication) during the course of migration and on an ongoing basis? 3. Please identify the team that will be assigned to the account and describe how you plan to interact with us and any third party providers that may provide services to the Burley Public Library. ---PAGE BREAK--- 7/7/2021 Burley Public Library 6 4. Please describe your experience in providing the following value-added services: a. Remote backup b. Technology strategy planning c. Solution design d. Network and email system monitoring e. Procurement management f. Move, Add, Change (MAC) g. Warranty, break fixes and installation h. Technical support, including remote user support i. Reporting and communication j. IT policy review and development k. Unit evaluation and testing l. Implementation planning and guidance m. Image development and management services n. Image loading o. Configuration p. PC deployment q. On-site implementation of business applications r. Asset inventory management s. Life cycle management of hardware units t. Software licensing control u. Inventory 5. Please describe your experience in providing server technology and service for your customers, focusing on planning, implementation, and ongoing support. 6. Can you provide specific examples of how you have worked with customers that began with significant technology limitations and helped to successfully transform them into organizations with well planned and executed technology strategies? What were the critical success factors in this transformation? 7. How can we be confident that hardware pricing levels will be aggressive and will remain highly competitive over a multi-year period during which new models may be introduced? 7.3 Support 1. Describe fully your technical support options including the assistance request process, escalation process, support hours, response times, staffing levels, staff expertise, and physical location of the help desk. 2. Please provide details on your standard reporting capabilities. 3. Describe any documentation and support user manuals, online help, interactive demos, web-based seminars, and online knowledge base) that will be available, both from the technical perspective and the end user perspective. 4. What options are available for user training and technical training that may be required by our staff? 5. Describe any user groups, websites, newsletters, conferences, or any other means you support for sharing information and soliciting service feedback. 6. How do you monitor customer satisfaction and quality assurance on an ongoing basis and how might we benefit from this process? ---PAGE BREAK--- 7/7/2021 Burley Public Library 7 7. The Burley Public Library user base varies considerably in its level of technical sophistication. Please describe your experience in successfully supporting users that may be remote and possess limited technical skills. 7.4 Financials 1. Describe the pricing model(s) that you typically employ for your standard services. 2. What is the standard markup that you charge on the following types of technology u nits: a. Desktops b. Laptops c. Servers d. Other hardware e. Software 3. Please indicate the charges associated with each of the following services in Canadian dollars, including the key driver of each cost and whether it is included in a standard per- unit cost vs. charged on an ad hoc basis. a. Remote backup b. Technology strategy planning c. Solution design d. Network and email system monitoring e. Procurement management f. Move, Add, Change (MAC) g. Warranty, break fixes and installation h. Technical support i. Reporting and communication j. IT policy review and development k. Unit evaluation and testing l. Implementation planning and guidance m. Image development and management services n. Image loading o. Configuration p. PC deployment q. On-site implementation of business applications r. Asset inventory management s. Life cycle management of hardware units t. Software licensing control u. Inventory 4. Do you offer service bundles and if so, describe the effect of this bundling on pricing? 8 Communications and Response Tayce Robinson is the designated the Burley Public Library representative for this initiative. For any information relative to this RFP, please direct all inquiries to his contact information is as follows: Tayce Robinson Burley Public Library [EMAIL REDACTED] [PHONE REDACTED] ---PAGE BREAK--- 7/7/2021 Burley Public Library 8 9 Notification of Intent to Respond and Clarification Questions Please indicate your intention to respond, by email, to the above email address by the Intent to Respond and Questions Due date outlined in the Key Dates table below. In addition, please provide the contact details of the individual responsible for coordinating your RFP response. At the same time, we ask that you submit any clarification questions regarding the RFP. Answers will be provided to all respondents by the Answers Provided date. 10 Response Delivery Instructions Please submit an electronic copy of your proposal to the email address indicated in the Communications and Response section above. All responses must be received on or before close of business (5:00 pm ET) on the Proposals Due date indicated in the Key Dates table below. 11 Vendor Presentations Our intention is to hold presentations/demonstrations with one or more firms on the Presentations dates indicated in the Key Dates table below. The presentations will be held at the Burley Public Library at 1300 Miller Ave. Burley, ID and we will endeavor to provide the successful firms with as much advance notice as possible. 12 Key Dates Event RFP Issued Proposals Due Presentations Date 7/7/21 8/1/21 8/9 – 8/13/21 Time 5pm 5pm TBD 13 No Obligation The submission of a proposal shall not in any manner oblige the Burley Public Library to enter into a contract or to be responsible for the costs incurred by your organization in responding to this request. 14 Agreement of Non-Disclosure This document is considered to be proprietary and shall not be disclosed to any other party. It is designed, developed and submitted to potential partners of the Burley Public Library solely for the benefit of the Burley Public Library. 15 No Guarantee The Burley Public Library makes no guarantee of future volumes and offers volume information for directional purposes only, to assist vendors with proposal preparation. IT RFP EVALUATION SCORECARD Before giving to reviewers the Procurement Team Leader should enter each evaluation criteria to be scored in first column and indicate the priority level under the “multiplier” column. The evaluation criteria with the highest priority will have the highest multiplier, e.g., “x 10” and the NAME OF BIDDER: Score Unsatisfactory 0 pts Score Satisfactory Score Good Score Very Good Score Excellent Score Outstanding Multiplier Points Awarded (mark Maximum Points Available ---PAGE BREAK--- 7/7/2021 Burley Public Library 9 RFP TITLE: NAME OF REVIEWER: 1 pt 2 pts 3 pts 4 pts 5 pts score from (0-5 and multiply by multiplier) (5 x multiplier) EVALUATION CRITERIA LISTING EXAMPLE - 1 XX (x 5) 25 25 EXAMPLE - 2 XX (x 6 10 EXAMPLE - 3 XX (x 1) 2 5 1. Industry expertise and experience (x 2. Demonstrated customer service quality and support (x 3. Previous relevant experience (x 4. Vendor strength and stability (x 5. Account management (x 6. Reporting capabilities (x 7. Financial considerations (x Comments on individual score selections or general comments during review of response: lowest priority criteria will have the lowest multiplier, e.g., “x Multiply the multiplier by to obtain the highest number of points for each criteria (since is the highest score). ---PAGE BREAK--- 7/7/2021 Burley Public Library 10 Reviewers must check one score (0-5) for each criteria. Multiplying the marked score by the multiplier will result in the total points awarded for that criterion