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Page 1 of 17 City of Burley, Idaho REQUEST FOR PROPOSAL TO PROVIDE INFORMATION AND TECHNOLOGY SUPPORT SERVICES Proposals accepted until February 6, 2020 4 p.m. ---PAGE BREAK--- Page 2 of 17 Introduction The City of Burley, subsequently known as the “City,” is seeking proposals from qualified professional vendors for Information Technology Support Services for the Burley Public Library, subsequently known as the “Library. “ The library is a service of the City of Burley. The City of Burley is soliciting proposals from qualified professional vendors for Information Technology support services at the Burley Public Library. The qualified vendor will maintain and improve information technology (IT) effectiveness, enhance its quality of services, minimize down time, maintain equipment, and support costs, ensure security of data, and maximize return on investment in IT for the library. The City does not have a professional IT staff. The vendor will work in conjunction with the Burley Public Library Director as the main point of contact. The Information Technology Support Service vendor should: Offer reliable and experienced service Provide quick response time depending on the priority Understand the Library’s IT needs and services Satisfy Library end users and patrons Be cost effective Background Information The City of Burley serves a community of about 15,000 residents located in south central Idaho. The Burley Public Library has about 14 employees and is open to the public about 52 hours per week, Monday-Saturday. In the last fiscal year the library recorded 105,896 visits to the library, 7,767 library-owned internet computer uses, and 43,390 wireless sessions. The Burley Public Library computers primarily use Windows 10 Pro, though some computers are running on earlier, unsupported operating systems. The Burley Public Library also has and uses 4 Cisco routers, 1 PBX telephone system, 6 Apple iPads, 2 Untangle internet filters, and Deep Freeze system restore software. There are 2 fiber connections for Library internet traffic. The print and computer reservation system, the security gates, the RFID pads and inventory wand, and the self-check unit are controlled by Envisionware software. At times, the troubleshooting and maintenance of such systems requires the collaborative effort of the Library’s IT provider and Envisionware. The determination of the extent of the involvement of each party in regards to any matters involving the Envisionware-related systems is made on a case-by-case basis. ---PAGE BREAK--- Page 3 of 17 The Library Inventory equipment list is Attachment D. Scope of Work The City of Burley desires a provider to provide proactive maintenance, support, and other IT and equipment related functions. The following details the minimum services to be provided to the Burley Public Library in the area of information technology and equipment services: a. Help Desk Support End user support must be timely, friendly, and professional. Urgent and emergency support must be available 24/7/365. Routine support must be available Monday-Saturday from 7a.m. to 7p.m. b. Desktop Applications Support Perform basic support functions, including installation of PC’s, laptops, printers, and software; diagnose and correct desktop application problems; configure laptops and desktops for standard applications; and identify and correct hardware problems, performing advanced troubleshooting. Assist Library Director with hardware and software purchases as needed. Assist with warranty and other technical support. c. Administrative Services Manage computer network and associated hardware, software, communications systems, and operating systems for high-quality, reliable, and secure performance, and to ensure such equipment and systems are available for staff and patron use. Monitor performance and capacity management services. Ensure scheduled preventative maintenance for equipment is performed; develop back-up plans and procedural documentation for data. Confidentiality of patron information is vital. Serves as network administrator for local, wide area, and automaton networks for library and administrative functions. Handles emergencies as required. Performs administrative functions associated with technical library services automated and other computer systems, including recommendation of technical services budget, and suggesting cost-saving solutions. Performs pricing and resource procurement. Assists by providing technical data for reports, including library data for e-rate, the Universal Service Schools and Libraries Program. Records library internet data usage. Advises Library on emerging technologies; recommends cost saving alternatives. ---PAGE BREAK--- Page 4 of 17 Advises Library on distribution, upgrade, and replacement of equipment. d. Performance Install, manage, and maintain all Library network equipment including switches, firewalls, routers, peripheral equipment, phone system, and other security devices. Manage backup and recovery systems. Performs/provides new installations, ongoing system maintenance, system upgrades and database security. Installs, sets up, and maintains various library software programs, maintains library domains, provides data backup and necessary storage as per City policy. Installs, troubleshoots and diagnoses personal computer and library network hardware. Provides hardware or network related maintenance including copiers, printers, fax, scanners, and video devices. Troubleshoots all library equipment issues including library- owned electronic devices such as iPads, projectors and cameras. Helps with thermostat programming. Coordinates service with hosting agencies for library web pages and library automation system. Manages the library’s telecommunications system, including e-mail, and hardware, including Internet connections. Acts as liaison between computer vendors, automation system, and other library systems for hardware and software related problems. Coordinates hardware and software donations. Coordinates cartridge use with staff and vendors. Occasionally communicates directly with customer regarding computer services, system policies, or technical assistance. Maintains in-house public address sound system and accessories. Maintains audio and video distribution systems and projectors. Maintains existing telephone PBX system, programming, wiring etc. Evaluates equipment for disposal. Works within city policies to dispose. ---PAGE BREAK--- Page 5 of 17 e. Staff Training Works with staff to develop and coordinate automated library service and other library service policies and procedures. Assists with staff training as necessary. Assists bookkeeper on annual computer support maintenance from vendors. Provides library staff with basic instruction on use of personal computers, hardware, software, networking, and computer security as needed. Trains library administrators to perform basic system maintenance. Reports on the Library’s computer hardware and software capabilities to the library board, city officials, the community, and other libraries. Attends meetings as necessary or required. Attends training, as necessary for library systems. f. Security Maintenance of virus/malware detection and spam reduction program on library systems, e-mail, and all other data storage as well as all other library computers and laptops. Notifies the Library Director immediately of suspected breaches of security, performs security audits as requested. g. Public Records Provides assistance in public records key word searches through active and archived email and network files of current and former employees. Preserve original metadata of emails and network files while saving contents to electronic files. h. Equipment Inventory and Disposal Vendor must provide annual hardware inventory report. Must follow city policies for disposal of equipment and removal of e-mail and electronic files. i. Onsite Support Provide regular scheduled and dedicated onsite support including library software and firmware related updates to address software and hardware issues. j. Other Duties Occasionally assists with technical portion of set-up of library projects including exhibits, displays, collections, and other, including building miscellaneous items and installation duties. Performs other technical duties as requested, required or assigned. ---PAGE BREAK--- Page 6 of 17 Expected Response Time Please see Attachment C for the Expected Response Time for the various tasks included under the Scope of Work. Submission of Proposal I. REQUIREMENTS FOR PROPOSAL SUBMISSION Proposals must be submitted in the format of one electronic or print copy. Proposals must be received by the Library no later than 4 pm (Local Time), February 6, 2020. Submission of Proposal and related questions should be addressed to the following Contact: City of Burley Burley Public Library Attn: Julie Woodford, Library Director 1300 Miller Avenue Burley, Idaho 83318 Subject: “RFP IT SUPPORT SERVICES” Email: [EMAIL REDACTED] Sealed and electronic proposals will be opened on February 6, 2020 at 4:01 pm at the Burley Public Library, 1300 Miller Ave., Burley Idaho. RFP Modification The City reserves the right, without penalty, to add, remove, modify, or otherwise update the RFP, in any way the City sees fit. Modification of RFP, if any, will be distributed via the City website and emailed to any vendors who have submitted an email. The City also reserves the right to reject any and all submitted proposals without penalty. Timeline An estimated timeline is listed below. The City reserves the right to make changes to this schedule at any time. Advertise RFP January 16, 2020 and January 23, 2020 RFP Responses Due February 6, 2020, 4p.m. Review and Rate RFP February 6-7, 2020 Negotiate Contract February 7-10, 2020 ---PAGE BREAK--- Page 7 of 17 Library Board Approves Contract to Council February 11-12, 2020 Council Approves Contract February 18, 2020 Contract and service begins March 1, 2020 Acceptance of RFP Terms A proposal submitted in response to this RFP shall constitute a binding offer. The proposer shall identify, clearly and thoroughly, any variation between its offer and this RFP. Failure to do so shall be deemed a waiver of any rights to subsequently modify the terms of performance. Proposer’s authorized representative may withdraw proposals only by written request received before the proposal due date. Period of Performance The period of performance for contracts issued as a result of this RFP process will be for a three-year period (beginning March 1, 2020 and ending on February 28, 2023). Proposal Validity Period Each proposal shall be valid for a period of ninety (90) days from the proposal due date. Ownership of Documents Any reports, studies, conclusions, and summaries prepared by the Proposer shall become the property of the City. ---PAGE BREAK--- Page 8 of 17 Selection Criteria Proposals will be evaluated based on the following criteria: Evaluation Table % of Points Experience and personnel experience 15% Understanding of the Library’s needs and services to be provided 10% Compatibility with end users and Library staff needs 5% Satisfaction of clients/end users 5% Availability 25% Local Technician 10% Cost 30% Contract The City anticipates a three-year contract. Renewal of the contract will require City Council reauthorization. All fees should be set for a term and clearly state that in the proposal. The City expects all submitting entities to consent to the Scope of Work in this RFP and Scope of Work Checklist (Attachment B) specifications. Exceptions desired must be noted in the proposal submittal. The City reserves the right to revise the stated contract terms and conditions prior to contract signatures. Non-Appropriation Any payment under this contract is subject to appropriation by the Burley City Council. In the absence of an appropriation, any Contract resulting from this RFP will have no force and effect. Award of Contract The City reserves the right to make an award without further discussion of the proposal submitted. Therefore, the proposal should be initially submitted on the most favorable terms the vendor can offer. It is understood that the proposal will become a part of the official file on this matter without obligation to the City. The City reserves the right to request clarification of information submitted and to request additional information from any proposer. Any proposal may be withdrawn up until the date and time set above for opening of the proposals. Any proposal not so timely withdrawn shall constitute an irrevocable offer, for a period of ninety (90) days to sell the City the services described in the attached specifications, or until one or more of the proposals have been approved by the Burley Pubic Library Board of Trustees and the Burley City council, whichever occurs first. The general conditions and specifications of the RFP and as proposed by the City and the successful vendor’s response, as amended by agreements between the City and the Vendor, will become part of the contract documents. Additionally, the City will verify ---PAGE BREAK--- Page 9 of 17 vendor representations that appear in the proposal. Failure of the vendor to meet the mandatory specifications may result in elimination of the vendor from competition or in contract cancellation or termination. The vendor selected as the apparently successful vendor will be expected to enter into a contract with the City. The City reserves the right to reject any proposed agreement or contract that does not conform to the specifications contained in this RFP, and which is not approved by the City Attorney. If the selected vendor fails to sign the contract within five business days of delivery of the final contract, the City may elect to cancel the award and award the contract to the next highest-ranked vendor. The City will accept the highest rated proposal meeting the requirements and specifications, for the purpose of entering into negotiations for a contract based upon the proposal or may reject one or all proposals without disclosure of a reason. The City reserves the right to make an award or a partial award. Termination of Contract The contract can be terminated as follows: By City at City’s option: 1. Upon Contractor’s failure, refusal or neglect to perform the duties identified in the Contract other than for reasons acceptable to the City. 2. For any reason. Provided, however, Contractor shall be given 10 days written notice of such termination. By Contractor: 1. Upon City’s failure, neglect or refusal to make any payments as required hereunder. Status Contractor and City agree that Contractor is an independent contractor and in no event shall be considered an employee of the City. Assignment Any Contract resulting from this RFP is for the professional services of Contractor and he shall not assign, subcontract or sublet any part of such Contract without the express written consent of the City. Defense, Indemnification, Hold Harmless and Insurance Requirements In addition to other standard contractual terms the City will need, the City will require the selected vendor to comply with the defense, indemnification, hold ---PAGE BREAK--- Page 10 of 17 harmless and insurance requirements as outlined below. Proposer shall defend, indemnify and hold the City, its officers, officials, employees and volunteers harmless from any and all claims, injuries, damages, losses or suits including attorney fees, arising out of or resulting from the acts, errors or omissions of the Consultant in performance of this Agreement, except for injuries and damages caused by the sole negligence of the City. The vendor shall procure and maintain, for the duration of this Agreement, insurance claims for injuries to persons or damages to property which may arise from or in connection with the performance of the work hereunder by the Contractor, his agents, representatives, employees or subcontractors. The cost of such insurance shall be paid by the Contractor. Vendor’s Cost to Develop Proposal Costs for developing proposals in response to the RFP are entirely the obligation of the vendor and shall not be chargeable in any manner to the City Withdrawal of Proposals Proposals may be withdrawn at any time prior to the submission time specified in this RFP, provided notification is received in writing. Proposals cannot be changed or withdrawn after the time designated for receipt. Rejection of Proposals – Waiver of Informalities or Irregularities The City reserves the right to reject any or all proposals, to waive any minor informalities or irregularities contained in any proposal, and to accept any proposal deemed to be in the best interest of the City. Single Response A single response to the RFP may be deemed a failure of competition, and in the best interest of the City of Burley, this RFP may be terminated, re-advertised, or may choose to negotiate with submitting vendor. Ownership of Documents Any reports, studies, conclusions, and summaries prepared by the Proposer shall become the property of the City. Federal, State, and Local Laws and Regulations The Contractor will comply with all laws and regulations on taxes and licenses. ---PAGE BREAK--- Page 11 of 17 The Contractors will comply with all applicable laws, regulations, codes, standards, and ordinances in force during term of the Contract. II. REQUIREMENTS FOR PROPOSAL CONTENT AND FORMAT To provide a degree of consistency in review of the written proposals, Proposers are required to prepare their proposals in the format described below: Proposal Response Form An individual having full authority to execute the proposal and to execute any resulting contract for services (“authorized representative”) must complete and submit the attached Proposal Response Form (ATTACHMENT The following information shall be required in the RFP submittal: 1) Letter of Transmittal, to include: Company name, address, e-mail address and telephone number of the firm submitting the proposal. Copy of current W-9. A clear and detailed response to accomplish the scope of services that reflects your understanding of the City’s requirements as described in this RFP. Proposers must complete and submit the attached Scope of Services Checklist (ATTACHMENT 2) General Vendor information, to include: Length of time in business. Total number of clients and total number of public sector clients. Number of full-time personnel assigned for customer support. Identify names and major certifications of key personnel who will actually provide the information technology services. Summarize the experience and technical expertise of these staff. The local availability of the staff providing these services will be an important consideration. Location of the office that would service our account. 3) Describe your approach to providing these services and your methodology for providing ongoing support. 4) Provide the name, title, address, and contact information of three references of clients for whom you have provided similar services. Please provide information referencing the actual services provided, customer size (number of users), and the length of time you have provided services to this ---PAGE BREAK--- Page 12 of 17 client. 5) Support Services – Please answer the following: Is help desk support available? When is support available? (Indicate xx a.m. to xx p.m. and the days of the week). How will you track and document work performed on a basis? Describe your problem escalation process, including: o Initial problem identification. o Determination of priority and severity of problem. o Steps for resolving problem escalation when a solution is not forthcoming or an implemented solution is unsatisfactory. Indicate your response time goals and your statistics regarding meeting that goal. Beyond the scope of the RFP, what services (related or otherwise) do you or your organization provide that could benefit and/or may be of interest to the library? 6) Cost of Services: o The proposal must include a fee schedule that indicates either hourly rates or a flat rate for the proposed services. o Describe how your services are priced, and any specific pricing you are able to provide. o Define any additional charges (e.g. travel expenses). o Define any tiers of service and costs associated with those tiers. ---PAGE BREAK--- Page 13 of 17 ATTACHMENT A Proposal Response Form DATE Proposal of: , (herein after called Vendor), a Corporation/Partnership/Individual doing business as . TO: City of Burley The Proposer, in compliance with your Request for Proposals for the Information and Technology Support Services, having examined the RFP and being familiar with all of the conditions surrounding the work, hereby agrees to perform the work in compliance with all terms of the RFP, within the time set forth in the Proposal Submission and at the price stated therein. These prices are to cover all expenses incurred in performing the work required by the RFP including the RFP Scope of Services. Proposer acknowledges receipt of the following addenda in the event subsequently issued. Proposer agrees to provide the Information and Technology Support Services described in the RFP Scope of Services. Submitted by authorized representative: Firm Firm Signature Typed Name & Title Address City, State, Zip Code ---PAGE BREAK--- Page 14 of 17 Attachment B Scope of Services Checklist Please complete the Scope of Services Checklist below Scope of Services Checklist Does your Solution Meet the City’s Requirement or Preference? Yes No Additional Comments (if needed) 1 Network administrator for local, wide area, and automation networks for library and administrative functions 2 Handles emergencies as required 3 Performs administrative functions associated with technical automated library services and other computer systems 4 Makes recommendation of technical services budget and suggests cost-saving solutions 5 Performs pricing and resource procurement 6 Assists by providing technical data for reports, including library data for e-rate, the Universal Service Schools and Libraries Program. Records library internet data usage 7 Advises library of emerging technologies, recommends cost saving alternatives 8 Advises library on distribution, upgrade, and replacement of equipment 9 Regularly performs upgrades to software and firmware 10 Performs/provides new installations, ongoing system maintenance, system upgrades and database security 11 Installs, sets up, and maintains various library software programs, maintains library web domain expirations, provides data backup and necessary storage as per city policy 12 Installs, troubleshoots and diagnoses personal computer and library network hardware 13 Provides hardware or network related maintenance including copiers, printers, fax, scanners, and video devices 14 Troubleshoots all library equipment issues including library-owned electronic devices such as iPads, projectors and cameras 15 Coordinate service with hosting agencies for library web pages and library automation system ---PAGE BREAK--- Page 15 of 17 16 Manages the library’s telecommunications system, including e-mail, and hardware, including internet connection 17 Acts as liaison between computer vendors, automation system, and other library systems for hardware and software related problems 18 Coordinates hardware and software donations. Coordinates cartridge use with staff and vendors 19 Occasionally communicates directly with customer regarding computer services, system policies, or technical assistance 20 Maintains in-house public address sound system and accessories 21 Maintains audio and video distribution systems and projectors 22 Maintains existing telephone PBX system, programming, wiring, etc. 23 Evaluates equipment for disposal. Works within city policies to dispose 24 Works within city policies to delete electronic files 25 Responds within Priority 1, Priority 2 and Priority 3 Requirements. (See Attachment C) 26 Works with staff to develop and coordinate automated library service and other library service policies and procedures 27 Assists with staff training as necessary 28 Provides library staff with basic instruction on use of personal computers, hardware, software, networking, and computer security 29 Trains library administrators to perform basic system maintenance 30 Represents the library system’s computer hardware and software capabilities to the library board, the city officials, the community and other libraries 31 Attends meetings as necessary or required. 32 Attends training, as necessary for library systems 33 Occasionally assists with technical set-up of library projects including exhibits, displays, collections, and other, including building miscellaneous items and installation duties 34 Performs other technical duties as requested, required or assigned 35 Maintains patron and patron data confidentiality ---PAGE BREAK--- Page 16 of 17 ATTACHMENT C Response Time Information Technology Support Services Response Time: Refers to completion time Priority 1: Time Sensitive Essential to Business Critical functions essential to the operation of the Library. Such as the automation system off line. Required Response Time: Within 2-4 hours. Priority 2: Non-routine Required Work General software and hardware problems. Required Response Time: 1-2 working days Priority 3: Regular Routine Work This priority is for planned system upgrades, new hardware, etc. Required Response Time: 1-5 working days after receipt of hardware. ---PAGE BREAK--- Page 17 of 17 ATTACHMENT D Including but not limited to Burley Public Library Equipment Inventory List January14, 2020 16 desktop public computers 10 LT checkout laptop computers 14 LAB computers 6 children desktop computers 6 IPADs for children 12 Nook tablets 2 Amazon Fire tablets 1 3D printer and laptop 1 3D printer on desktop computer #16 1 inventory laptop for workflows 1 RFID laptop and wand and access point for inventory 1 battery power supply for inventory to supply 110 volts AC 1 rolling cart for inventory 1 training laptop and rolling cart 11 Administration desktop computers 6 OPAC computers 2 IT desk desktop computers 4 IT controller computers 1 IT laptop for controlling LT computers, restoring IPAD’s etc. 4 Cisco RV320 routers 2 Untangle filters (1 spare in cabinet) 2 unmanaged 1GB 24 port switches 4 managed 1GB 24 port switches 3 unmanaged 1 GB 8 port switches 1 Self Check unit 1 KIOSK 2 copier/printer/fax machines 1 Micro film reader and printer 1 PBX phone system 1 call director for fax machine on 878-7018 1 Security outside camera system with DVR 4 inside security cameras 2 community room cameras 1 sound system for front desk with wireless microphones 1 audio video system in community room with DVD/VCR, WII game console, complete with various inputs 2 video projectors 1 APPLE TV system 2 Cricket machines 1 HP 4650 color printer 2 HP 4100 B&W printer 1 HP 4050 printer 1 HP 2035 B&W printer 1 HP 3025 color printer 3 HP 2015 B&W printers 1 HP 252 color printer 3 Brother Label Printers 9400 4 DYMO label printers twin turbo 450 (spare on shelf) 3 projector screens 18 spare desktop computers (removed from service but they still work for backup) 1 IPAQ for inventory use 9 bar code scanners (1 is for wireless for inventory work 1 flatbed scanner on Multi-use computer 5 RFID input pads 3 RFID security gates 4 TMIIIV receipt printers Epson (spare on shelf) 1 portable sound system with wireless microphones