i. COMPETITIVE PROCUREMENT FOR: RFP C000474: ENTERPRISE NETWORK SUPPORT PROCUREMENT WEBSITE: HTTPS://ITS.NY.GOV/COMPETITIVE-PROCUREMENT- OPPORTUNITIES DESIGNATED CONTACT FOR INQUIRIES AND SUBMISSIONS Kelly Herba Contract Management Specialist RFP related questions and extraneous terms must be submitted via electronic mail using the Vendor Questions and Extraneous Terms and Conditions Form (Attachment 4) to the designated contact for this RFP at [email protected]No other method of inquires will be accepted. Administrative issues pertaining to sending/receiving email through the designated mailbox may be reported at (518) 473-9341. ITS ADDRESS FOR PROPOSAL DELIVERIES Address to: NYS OFFICE OF INFORMATION TECHNOLOGY SERVICES PROCURMENT AND CONTRACT SUPPORT UNIT If US Post Office standard and US Post Office overnight mail, use: ATTENTION: Kelly Herba, PO BOX 2062, ALBANY, NY 12220 If UPS and FedEx express delivery overnight and ground service, use: ATTENTION: Kelly Herba, EMPIRE STATE PLAZA, SWAN STREET BUILDING, CORE 4, ALBANY, NY 12223 If Hand Delivery to front desk: ATTENTION: Kelly Herba, EMPIRE STATE PLAZA, SWAN STREET BUILDING, CORE 4, 1ST FLOOR LOBBY, ALBANY, NY 12223
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RFP related questions and extraneous terms must be submitted via electronic mail using the Vendor Questions and Extraneous Terms and Conditions Form (Attachment 4) to the designated contact for this RFP at
No other method of inquires will be accepted. Administrative issues pertaining to sending/receiving email through the designated mailbox may be reported at (518) 473-9341.
ITS ADDRESS FOR PROPOSAL DELIVERIES
Address to:
NYS OFFICE OF INFORMATION TECHNOLOGY SERVICES
PROCURMENT AND CONTRACT SUPPORT UNIT
If US Post Office standard and US Post Office overnight mail, use:
ATTENTION: Kelly Herba, PO BOX 2062, ALBANY, NY 12220
If UPS and FedEx express delivery overnight and ground service, use:
ATTENTION: Kelly Herba, EMPIRE STATE PLAZA, SWAN STREET BUILDING, CORE 4, ALBANY, NY 12223
If Hand Delivery to front desk:
ATTENTION: Kelly Herba, EMPIRE STATE PLAZA, SWAN STREET BUILDING, CORE 4, 1ST FLOOR LOBBY, ALBANY, NY 12223
1.1 PURPOSE OF REQUEST FOR PROPOSALS ...................................................................................... 6 1.2 THE OFFICE OF INFORMATION TECHNOLOGY SERVICES .............................................................. 6
1.2.1 Mission, Vision, and Values Statement ................................................................................... 6 1.2.2 Formation of ITS ....................................................................................................................... 6
SECTION 3 - PROCUREMENT PROCESS .............................................................................................. 23
3.1 METHOD OF AWARD ................................................................................................................... 23 3.2 ADMINISTRATIVE REQUIREMENTS AND INFORMATION ............................................................ 23
3.2.1 Inquiries from Bidders ........................................................................................................... 23 3.2.2 Filing by Bidders of Mandatory Intent to Bid......................................................................... 23 3.2.3 Communications from NYS to Vendors ................................................................................. 23 3.2.4 Procurement Record .............................................................................................................. 23 3.2.5 Building Access Procedures for Visitors and Hand Deliveries ............................................... 23
3.3 NO LATE SUBMISSIONS ............................................................................................................... 24
Appendix A – Standard Clauses for New York State Contracts ...................................................... 29 Appendix B – Reserved .................................................................................................................. 29 Appendix C – ITS Standard Contract Clauses ................................................................................. 29 Appendix D – CJIS Security Policy .................................................................................................. 29 Appendix D1 – CJIS Security Requirements and Certification ....................................................... 29 Appendix E – Contract Clauses Unique to this RFP ........................................................................ 29 Appendix F – EEO 101, Workforce Employment Utilization/Diversity Compliance Report .......... 29 Appendix G – MWBE 102, Quarterly MWBE Compliance Report .................................................. 29 Appendix H – Personnel Request Form ......................................................................................... 29 Appendix I – Glossary of Terms ..................................................................................................... 29
Request for Proposals RFP C000474 Enterprises Network Support
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SECTION 1 - OVERVIEW
1.1 PURPOSE OF REQUEST FOR PROPOSALS
The New York State Office of Information Technology Services (ITS) is issuing this Request for Proposals (RFP) to seek proposals from responsive and responsible Contractors for Enterprise Network Support requiring staff to understand all aspects of ITS infrastructure services. The level of understanding required to be effective on the job is significant. New resources must possess the ability to quickly absorb the overall network design, how traffic is routed and controlled, and the purpose of each piece of equipment. Resources dedicated to this service are required to ensure high availability needed from this critical infrastructure. Operations Support services are needed for shared core as well as cluster and agency specific IT infrastructure. Examples of this infrastructure include Wide Area Networks (WAN), Local Area Networks (LAN), and Data Center (DC) networks.
1.2 THE OFFICE OF INFORMATION TECHNOLOGY SERVICES
1.2.1 Mission, Vision, and Values Statement
Mission To create and deliver innovative solutions that foster a technology-enabled government to best serve New Yorkers
Vision To lead the nation in serving citizens, businesses, and visitors through world-class technology
In 2012, New York consolidated information technology (IT) functions and service delivery from over 52 State agencies into a single agency in the largest IT consolidation in State government history. The ITS workforce of approximately 4,000 professionals serves over 120,000 end users. Historically, IT systems and applications were primarily decentralized within individual State agencies supported by internal agency teams working with disparate IT tools, methods, and varied technical platforms. Now, ITS is transforming IT across the State to offer world-class service that provides a consistent and high-quality experience for end users and citizens using an IT environment that:
• Maximizes existing resources
• Meets agency business needs with world-class customer service
• Creates a talented, innovative IT workforce
• Increases accountability
• Provides cost savings
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SECTION 2 - PROJECT SUMMARY
2.1 MINIMUM BIDDER QUALIFICATIONS
Bidders must meet the minimum qualifications set forth in Attachment 20- Minimum Bidder Qualifications.
Failure to meet all of the requirements in this attachment will result in the Proposal being deemed non-
responsive and eliminated from consideration.
2.2 PROJECT BACKGROUND AND GOAL OF RFP
These services are currently provided by consultant resources. ITS seeks to replace an expiring contract
with a contract that will result from this RFP.
2.3 DESCRIPTION OF SCOPE OF WORK
ITS has adopted the widely accepted industry standard Information Technology Infrastructure Library
(ITIL) framework. The successful proposer will provide services in accordance with the latest ITIL
framework version throughout the life of the resulting contract.
The successful proposer will provide operations support services for various ITS operational units (e.g.
Network Operations Center [NOC], Data Center Network [DCN]) and others that require operations
support services for WAN, data center and customer (agency) networks including but not limited to
network equipment servers. This will require fulltime on-site staff augmentation utilizing the titles and
quantities described herein.
2.4 JOB TITLES – REQUIREMENT
Each sub-section in this section identifies what job title is needed and its associated requirements. Each job
title is accompanied by a work content summary, a list of associated responsibilities, an outline of the
minimum level of education and experience needed, and other related information. Please see attachment
20- Minimum Bidder Qualifications. Each resource must possess reliable transportation as traveling may
be required. Each resource must be able to travel to any location within the State of New York on short
notice, including evenings and weekends. The resource must arrive at all locations within a reasonable time
as determined by the State.
*Please note bidders may propose their title equivalent when bidding on this Request for Proposal but must use
the below titles for evaluation purposes.
Tier 1 Network Support Analyst (2.4.1)
Tier 2 Network Support Analyst (2.4.2)
Tier 3 Network Support Analyst (2.4.3)
Network Engineer/SME (2.4.4)
Unified Communications Specialist Level 2 (2.4.5)
Unified Communications Specialist Level 3 (2.4.6)
Operations Manager - Data Center Network DCN (2.4.7)
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2.4.1 Tier 1 Network Support Analyst
A. Work Content Summary: The first level of support provided to the ITS network for enterprise services will include Tier Network One Support Analysts. The Tier One Network Support Analyst must have knowledge in data principles, TCP/IP communications and troubleshooting techniques, with experience in a wide variety of technologies.
This analyst will be responsible for monitoring the traps and events received from the managed devices connected to the ITS network. In addition to monitoring proactively, this analyst will also open all trouble tickets based on anomalies that result in an alarm and/or trap altering the ITS network monitoring platform. In addition to continuously monitoring the ITS platforms, the Tier One Network Support Analyst will perform basic troubleshooting activities such as pings and trace routes to further assist in problem resolution. The Tier One Analyst will also notify and hand off services to the Tier Two Network Support Analyst as needed for problem resolution.
This analyst is accountable for customer satisfaction with service and performance of all assigned ITS equipment and services. This analyst manages customer’s service reliability and takes responsibility for the overall trouble resolution, maintenance efforts and customer perception of ITS products and services.
This analyst may be required to work day, evening or night shifts and weekends, holidays and other overtime work. Hours to be worked are determined by job requirements and qualifications. Personnel will responsible for being on call, which will occur on a rotating basis, in the case of an emergency.
B. Major Responsibilities/ Results/ Outputs: • Maintain a knowledge of the customer’s organization and operations.
• Utilizes this information to assist in resolution of customer’s data communications
problems.
• Maintains a comprehensive inventory of customer’s premises, network and compute
services.
• Work with various testing equipment and software in the repair and maintenance of
the ITS Network and compute equipment and systems.
• Testing, diagnosing, analyzing, and identifying troubles in the network and the
devices connected thereto.
• Identify and trace copper or fiber optic cable and jumpers to identify and resolve
network issues.
• Monitor various Network and compute environments utilizing existing and new ITS
monitoring systems, to include OpenNMS, Zenoss, Cisco prime, IBM Tivoli, Microsoft
Systems Center Operations Manager (SCOM) SPLUNK and any toolset in use by ITS.
• Keep detailed records and updated logs of work activities.
• Interpreting ITS practices, diagrams, specifications, drawings and service orders.
and directing problems to the proper internal or external entity for resolution.
• Operate personal computers and other mechanized systems on a daily basis.
• Prepare system inputs, analyze system outputs and maintain and repair various
electronic systems.
• Carries out all other tasks necessary in the support of management of the network
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and compute environment and performance of duties related to the operation of the
network and compute environment, including but not limited to provisioning, change
management and problem resolution as determined by ITS.
• Dispatch to ITS locations for the replacement or repair of equipment as required.
• Limited travel and overnight stays will be required.
Responsibilities may vary among departments and/or assignments.
C. Workforce Management: Typically reports to an ITS Operations Manager or Shift Supervisor.
D. Education and Work Experience: Associates degree in a related technical or business field and 3 years related experience, or a minimum of 5 years work related experience required. • Basic understanding of routers, switches and firewalls
• Basic understanding of TCP/IP
• Basic knowledge of a TCP stack
2.4.2 Tier 2 Network Support Analyst
A. Work Content Summary: The Tier 2 Network Support Analyst must have extensive knowledge of network transmission principles, customer applications and solid trouble shooting techniques. Proposed resources should have specialties, and/or vendor certifications in various technologies. Some of the basic requirements of analysts at this level include, but are not limited to working knowledge of Frame Relay, TDM T1, Ethernet switching, TCP/IP, SNMP, MPLS Routing protocols to include OSPF & BGP, as well as DWDM. Fiber technology to include Single mode and Multimode (62.5 and 50 micron) technologies. These individuals must also have strong communication skills, both oral and written.
Analysts with this skill set will provide ITS network advanced troubleshooting skills and the ability to rapidly identify issues and provide rapid restoration of issues. The Tier 2 Network Support Analyst must have an advanced skill set allowing for rapid restoration of system anomalies. The Tier 2 Network Support Analyst is also responsible for assisting with disaster recovery of the network if needed.
The Tier 2 Network Support Analyst receives all trouble ticket handoffs from the Tier 1 Network Support Analysts. The Tier 2 Network Support Analyst is accountable for customer satisfaction with service and performance of all covered network and compute products and services. The Tier 2 Network Support Analyst manages customer’s services reliability and takes responsibility for the overall provisioning, trouble resolution, maintenance efforts, and customer perception of ITS operations products and services.
The Tier 2 Network Support Analyst may be required to work day, evening or night shifts and weekends, holidays and other overtime work. Hours to be worked are determined by job requirements and qualifications. Personnel will responsible for being on call, which will occur on a rotating basis, in the case of an emergency.
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B. Major Responsibilities/Results/Outputs: • Gathers and maintains detailed knowledge of the customer’s organization and
operations.
• Utilizes this information to determine customer’s data communications needs.
• Develops and maintains comprehensive inventory of network and compute
equipment and services.
• Work with various testing equipment and software in the repair and maintenance
of the ITS Network equipment.
• Testing, diagnosing, analyzing and identifying troubles in the network.
• Identify and trace copper or fiber optic cable and jumpers to identify and resolve
network issues.
• Monitor various Network environments utilizing existing and new ITS monitoring
systems, to include OpenNMS, Zenoss, Cisco Prime, IBM Tivoli, Microsoft Systems
Center Operations Manager (SCOM) SPLUNK and any toolset in use by ITS.
• Keep detailed records of work activity.
• Interpreting ITS Networks practices, diagrams, specifications, drawings and service
orders.
• Develops and maintains map(s) of customer’s communications configuration to
anticipate, analyze and resolve potential problems in the areas of reliability and
service provisioning.
• Identifies customer specific requirements and the need for expanded or new
products and services.
• Participates in planning sessions, providing customer service quality profile.
• Carries out all other tasks necessary in the support of management of the network
and performance of duties related to the operation of the network, including but
not limited to provisioning, change management and problem resolution as
determined by ITS.
• Dispatch to ITS locations for the replacement or repair of equipment as required.
C. Workforce Management:
• May be designated as a Shift Supervisor.
• Limited travel and overnight stays will be required.
• Typically reports to an ITS Operations Manager or Shift Supervisor.
D. Education and Work Experience: BS/BA in a related technical or business field and 4 years work related experience, or a minimum of 6 years work related experience required. • Intermediate understanding of routers, switches and firewalls
▪ Experience with configuring (minimum 2 years’ experience desired)
▪ Experience with troubleshooting (minimum 2 years’ experience desired)
• Intermediate understanding of TCP/IP
▪ Sub-netting
▪ Super-netting
• Intermediate Knowledge of a TCP Stack
▪ Configuration
▪ Advanced parameters
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• Intermediate Knowledge of DHCP
▪ Global options
▪ Local options
▪ Static reservations
• Basic knowledge of wireless
• Basic knowledge of VPN
• Basic knowledge of VDI
• Basic knowledge of DNS and WINS
E. Certification • CCNA or CCNP Certification desired
• JNCIA or JNCIS Certification desired
2.4.3 Tier 3 Network Support Analyst
A. Work Content Summary: The analyst at this level provides advanced level services including: change management, security management, configuration management, management of customer lab environment, training other analysts and the customer on network requirements, ensuring documentation is written to support the network, fault isolation and coordination of supported technologies including routing and configurations. They are also involved in network expansions, software and hardware upgrades and work with engineering to resolve difficult and/or complex chronic network problems. Analysts at this level have specialties, and/or vendor certifications in various technologies. Some of the requirements of analysts at this level include but are not limited to working knowledge of Frame Relay, TDM T1, Ethernet switching, TCP/IP SNMP, Layer 2, 802.1Q, Layer 3, routing protocols to include OSPF & BGP, as well as MPLS. DWDM and fiber technology to include Single mode and Multimode (62.5 and 50 micron) technologies. These individuals will likely participate in the implementation, configuration and operational support of the services that ITS deploys throughout different network environments. These individuals must also have strong communication skills, both oral and written.
The Tier 3 Network Support Analyst supports the implementation of maintenance activities relating to the performance of hardware and associated applications operating on the ITS Network to ensure optimum efficiency. The Tier 3 Network Support Analyst is responsible for the identification, monitoring and analyzing of network functional data relating to switching, signaling, transport, infrastructures and computer operations. The Tier 3 Network Support Analyst implements maintenance work plans to resolve impacted network issues.
The Tier 3 Network Support Analyst may be required to work day, evening or night shifts and weekends, holidays and other overtime work. Hours to be worked are determined by job requirements and qualifications. Personnel will responsible for being on call, which will occur on a rotating basis, in the case of an emergency.
B. Major Responsibilities/Results/Outputs: • Network Maintenance Administration
▪ Conducts in-depth analysis on assigned network elements by assessing
situations affecting performance through the collection of metrics from support
systems.
▪ Support work activities to resolve impacted maintenance issues/incidents.
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▪ Recommends changes to network operating practices that result in downtime
and monitors equipment and applications for continued performance
resolution.
▪ Executes test scenarios to evaluate accuracy and effectiveness of solutions to
recovery and downtime issues.
▪ Produces reports and associated documentation on network incidents, results
of testing efforts and procedures to maintenance process in assigned areas.
▪ Carries out all other tasks necessary in the support of management of the
network and performance of duties related to the operation of the network,
including but not limited to configuration, change management and problem
resolution as determined by ITS.
▪ Dispatch to ITS locations for the replacement or repair of equipment as
required.
• Network Management:
▪ Coordinate and implement software code upgrades in all network equipment
during appropriate maintenance window.
▪ Coordinate and implement the installation of new equipment and products in
the network.
▪ Coordinate and implement the removal of network equipment being displaced
or replaced.
• Network Planning:
▪ Participates on local, inter-organizational teams to improve network processes
and to reduce customer affecting network incidents.
▪ Consults with appropriate engineering and operations groups and provides
status updates to ensure standardization of maintenance processes.
• Standards & Documentation:
▪ Develops and authors standards of network services that define all aspects of
the product.
▪ Documents the standard hardware and software configurations of each
product and service.
▪ Develops and authors standard operating procedures of all network products
& services for lower level staff.
C. Workforce Management/Supervisory Functions:
• Typically reports to an ITS Operations Manager
• May be designated Shift Supervisor.
• Limited travel and overnight stays will be required.
D. Education and Work Experience: • BS in Engineering, Computer Science, Telecommunications or Operations Research
and 5 years work related experience, or a minimum of 8 years' work-related
experience required.
• Experience in trending and root cause analysis of network performance data.
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• Training/experience in quality and process improvement practices.
• 5-6 years of experience in network maintenance and operations procedures
desired;
▪ Advanced understanding of routers, switches and firewalls
o Experience with configuring (minimum 5 years’ experience desired)
o Experience with troubleshooting (minimum 5 years’ experience desired)
▪ Advanced understanding of TCP/IP
o Sub-netting
o Super-netting
▪ Advanced knowledge of a TCP stack
o Configuration
o Advanced Parameters
▪ Intermediate knowledge of Wireless
▪ Intermediate knowledge of VPN
▪ Intermediate knowledge of VDI
▪ Intermediate knowledge of DNS and WINS
o Experience with NSLOOKUP
▪ Intermediate knowledge of VoIP
o Experience with voice gateways
o Experience with Cisco Call Manager
E. Certification • CCIE Certification desired
• JNCIP Certification desired
2.4.4 Network Engineer/ SME
A. Work Content Summary: Responsible for the planning, organization, development, implementation and maintenance of feature requirement specifications for multiple operational support systems in support of the ITS Network. Provides direction and guidance to technical personnel and performs the group leader function. Directs the systems engineering process and works closely with suppliers and network staff. The Network Engineer may be required to work day, evening or night shifts and weekends, holidays and other overtime work. Hours to be worked are determined by job requirements and qualifications. Personnel will responsible for being on call, which will occur on a rotating basis, in the case of an emergency.
B. Major Responsibilities/Results/Outputs: • Technical and Project Management Leadership
▪ Manages the objectives necessary to accomplish the assigned work
▪ Develops business models, systems and technological architecture and
tactical information systems plan.
▪ Reviews work effort of subordinate engineers to assure that business
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unit/end user needs have been analyzed and plan meets operational,
financial, quality and time goals.
▪ Directs system analyses to ensure correct interfaces and relationships to
other systems, functions and organizations within the ITS Network.
▪ Carries out all other tasks necessary to support management of the network
and performance of duties related to the operation of the network, including
but not limited to design, configuration, change management and problem
resolution as determined by ITS.
▪ Analyzes requests for engineering work (including project funding
estimates).
▪ Identifies skill and knowledge requirements for each feature project and
develops resource plans to accomplish objectives.
▪ Assist in drafting inter-organizational agreements as necessary.
▪ Manages the development, documentation and support of software tools
which provide mechanized method support, including corporate systems
inventory.
▪ Oversees the research and development of methods and tools required to
support the customer’s information systems planning which will promote
synchronized business plans.
• Network Maintenance Planning:
▪ Develops and maintains maps, drawings, and/or diagrams of customer’s
communications configuration to anticipate, analyze and resolve potential
problems in the areas of reliability and service provisioning.
▪ Participates on local, inter-organizational teams to improve maintenance
processes and to reduce customer affecting network incidents.
▪ Consults with appropriate engineering and operations groups and provides
status updates to ensure standardization of maintenance processes.
▪ Assists in the development of requirements for new or the enhancement of
existing operating support systems to obtain appropriate metrics.
• Network Management:
▪ Coordinate and implement software code upgrades in all network
equipment during appropriate maintenance window.
▪ Coordinate and implement the installation of new equipment and products
in the network.
▪ Coordinate and implement the removal of network equipment being
displaced or replaced.
• Network Planning:
▪ Participates on local, inter-organizational teams to improve network
processes and to reduce customer affecting network incidents.
▪ Consults with appropriate engineering and operations groups, and
provides status updates to ensure standardization of maintenance processes.
▪ Assists design software groups in the development of requirements for new
or the enhancement of existing operating support systems to obtain
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appropriate metrics.
• Standards & Documentation:
▪ Develops and authors standards of network services that define all aspects
of the product.
▪ Documents the standard hardware and software configurations of each
product and service.
▪ Develops and authors standard operating procedures of all network
products & services for lower level staff.
C. Supervisory and Administrative Responsibilities:
• Structures work teams, analyzes knowledge and experience requirements.
• Develops and communicates group’s objectives.
• Typically reports to an ITS Operations Manager
D. Education and Work Experience: • BS in Engineering, Computer Science, Telecommunications or Operations Research
and 5 years of experience required, or 10 years relevant work experience in a
multisite data center environment required.
• Experience in network systems engineering, network design, and management and
operations required.
• CCIE or equivalent desired
• Detailed knowledge of TCIP/IP network addressing including both IPv4 and IPv6
2, 802.1Q, Layer 3, routing protocols to include OSPF & BGP, as well as MPLS.
Also, expert knowledge of DWDM and fiber technology to include Single mode and
Multimode (62.5 and 50 micron) technologies.
• Experience with troubleshooting complex and detailed network challenges including
Asymmetric routing, out of order packets, unicast and multicast issues, Latency,
spanning tree, retransmission and fragmentation issues.
• Experience with troubleshooting and design of complex switching environments and
technologies such as the Cisco Nexus and Arista switch lines.
• Experience with troubleshooting and design of detailed layer 2 and layer 3 network
environments that include VLANs, trunk and access ports, Port Channels,
EtherChannel, VPCs, VTP, CDP, LLDP, MTU, SPAN, port mirroring, etc.
• Experience with troubleshooting tools such as Sniffer, Wireshark, Ethereal and other
networking tools and the ability to follow packet and data flows throughout the
capture.
• Experience with Load Balance environments and vendors such as Cisco CSS and ACE
and the F5.
• Detailed experience with designing and implementing complex load balance
environments that includes complex server health checks, advance load balance
algorithms, SSL offload, Irules, Scripted Keep-alives, port forwarding, etc.
• Ability to design, implement and troubleshoot advanced routing environments and
concepts including, but not limited to, OSPF, EIGRP, route leaking, policy based
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routing, route tagging, distance vector.
• Ability to design, implement and troubleshoot device security protocols such as
TACACS and RADIUS and their inclusion in an AAA based device security
environment. This should include privileged modes and read-only access.
E. Certification • CCIE Certification desired
• JNCIP Certification desired
2.4.5 Unified Communications Specialist Level 2
A. Work Content Summary: Responsible for the planning, organization, development, implementation and maintenance of feature requirement specifications for multiple systems in support of the ITS Unified Communications (UC) environment. Provides direction and guidance to technical personnel and performs the group leader function. Leads the systems engineering process and works closely with suppliers and network staff. Personnel will responsible for being on call, which will occur on a rotating basis, in the case of an emergency. Personnel will be required to work nights and weekends in support of the 24x7x365 ITS UC environment.
B. Major Responsibilities/Results/Outputs:
• Unified Communications Environment Support:
▪ Provide level 2 technical support for ITS UC environment components and
related systems.
▪ Lead the troubleshooting of complex issues.
▪ Interact with other ITS business units and vendor support teams for incident
troubleshooting and root cause analysis.
▪ Develop and provide root cause analysis for resolved incidents.
▪ After hours and on-call support required for a 24x7x365 UC environment.
• Unified Communications Environment Technical and Project Management Leadership:
▪ Manages the objectives necessary to accomplish the assigned work
▪ Develops business models, systems and technological architecture and
tactical information systems plan.
▪ Reviews work effort of subordinate engineers to assure that business
unit/end user needs have been analyzed and plan meets operational,
financial, quality and time goals.
▪ Directs system analysis to ensure correct interfaces and relationships to
other systems, functions, and organizations within the ITS UC environment.
▪ Carries out all other tasks necessary in support of management of the ITS
UC environment and performance of duties related to the operation of the ITS
UC environment, including but not limited to design, configuration, change
management and problem resolution as determined by ITS.
▪ Analyzes requests for engineering work (including project funding
estimates).
▪ Identifies skill and knowledge requirements for each feature project and
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develops resource plans to accomplish objectives.
▪ Assist in drafting inter-organizational agreements as necessary.
▪ Manages the development, documentation and support of software tools
which provide mechanized method support, including corporate systems
inventory.
▪ Oversees the research and development of methods and tools required to
support the customer’s information systems planning which will promote
A. Work Content Summary: Responsible for the planning, organization, development, implementation and maintenance of feature requirement specifications for multiple systems in support of the ITS Unified Communications (UC) environment. Provides direction and guidance to technical personnel and performs the group leader function. Leads the systems engineering process and works closely with suppliers and network staff. Personnel will responsible for being on call, which will occur on a rotating basis, in the case of an emergency. Personnel will be required to work nights and weekends in support of the 24x7x365 ITS UC environment.
B. Major Responsibilities/Results/Outputs:
• Unified Communications Environment Support:
▪ Provide level 3 technical support for ITS UC environment components and
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related systems.
▪ Lead the troubleshooting of complex issues.
▪ Interact with other ITS business units and vendor support teams for incident
troubleshooting and root cause analysis.
▪ Develop and provide root cause analysis for resolved incidents.
▪ After hours and on-call support required for a 24x7x365 UC environment.
• Unified Communications Environment Technical and Project Management Leadership:
▪ Manages the objectives necessary to accomplish the assigned work
▪ Develops business models, systems and technological architecture and
tactical information systems plan.
▪ Reviews work effort of subordinate engineers to assure that business
unit/end user needs have been analyzed and plan meets operational,
financial, quality and time goals.
▪ Directs system analysis to ensure correct interfaces and relationships to
other systems, functions, and organizations within the ITS UC environment.
▪ Carries out all other tasks necessary in support of management of the ITS
UC environment and performance of duties related to the operation of the ITS
UC environment, including but not limited to design, configuration, change
management and problem resolution as determined by ITS.
▪ Analyzes requests for engineering work (including project funding
estimates).
▪ Identifies skill and knowledge requirements for each feature project and
develops resource plans to accomplish objectives.
▪ Assist in drafting inter-organizational agreements as necessary.
▪ Manages the development, documentation and support of software tools
which provide mechanized method support, including corporate systems
inventory.
▪ Oversees the research and development of methods and tools required to
support the customer’s information systems planning which will promote
2.4.7 Operations Manager – Data Center Network (DCN)
A. Work Content Summary: The Operations Manager-Data Center Network, has the overall responsibility for the day to day operations of the Data Center operations supporting data center network at both CNSE and Utica. It is desired that the Operations Manager have a Bachelor’s degree, or equivalent, with 8-10 years of experience in network management and a minimum of 5 years of experience as a manager. He or she will have the technical skills to work an issue and the professional skills to lead staff and partners to resolve problems and implement service requests.
Supervises the implementation of maintenance plans to improve the capability, reliability and cost effectiveness relating to the performance of the Data Center Networks. Assesses the deployment of associated support systems which monitor and analyze operational data. Recommends changes to maintenance standards that conflict with new technology and affect recovery, operation and surveillance functions.
The Operations Manager - DCN may be required to work day, evening or night shifts and weekends, holidays and other overtime work. Hours to be worked are determined by job requirements and qualifications. Personnel will responsible for being on call, which will occur on a rotating basis, in the case of an emergency.
B. Major Responsibilities/Results/Outputs: • Network Maintenance Administration
▪ Approves deployment schedules and assigns staff to implement work plans
which complement long-term maintenance strategies and the introduction of
advanced technology.
▪ Directs staff in assessing impact situations and designing solutions affecting
▪ Supervises the collection, monitoring and analysis of network performance
data and establishes requirements for the enhancement of those support
systems.
▪ Project manages all documentation for network maintenance procedures
across the ITS Network in assigned area.
▪ Coordinates the testing of applications relating to the functionality of the
Network.
▪ Carries out all other tasks necessary in the support of management of the
Network and performance of duties related to the operation of the Network,
including but not limited to provisioning, change management and problem-
solving resolution as determined by ITS.
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▪ Other responsibilities include scheduling, ensuring maximum network
availability, troubleshooting complex issues, working with various vendors,
oversight and streamlining of daily operations. Successfully manage multiple
projects relating to the data center. Documentation and oversight of physical
and logical diagrams and supporting information. Ensuring policies and
procedures are adhered to by staff and contractors.
• Network Maintenance Planning:
▪ Participates in inter-disciplinary teams and acts as subject matter expert in
assigned area to review and plan services and support infrastructures that will
allow the network to become more robust, reliable, recoverable, cost effective
and flexible.
C. Management/Supervisory Functions: • Manages the development, collection and reporting of metrics used to evaluate
maintenance and operations.
D. Education and Work Experience:
• BS/BA in Computer Science, Information Technology, Computer Information Systems or
an AS in Computer Information Systems with a Cisco Certified Network Professional or
higher with 8-10 years' experience working in a Data Center supervisor capacity, or a
minimum of 12 years' work experience in a Data Center supervisory capacity desired.
• minimum of 5 years of experience as a manager desired.
2.5 STARTUP ACTVITIES/TRANSITION
It is ITS’s intent to effectuate a smooth transition from the current maintenance provider to the Contractor by stipulating that the initial commencement of Project Services shall begin no more than thirty (30) days following approval by the NYS Office of the State Comptroller (OSC). The Contractor must consult with the State to facilitate preparation for the smooth transition from the incumbent vendor to Contractor. The scheduling of the consultations must be subject to the approval of the State and must include but not be limited to the following activities to be performed by Contractor:
• Providing names and contact information for Contractor’s installers and staff assigned
to off-hour support;
• Submitting security clearance forms for all Contractor’s installers and staff assigned to
the Project; (Consistent with the security background check provisions contained in
Appendix C Section 1.8 of this RFP.)
• Submitting escalation and dispatch procedures for the State’s approval;
• Conducting network support and overview meeting;
• Submitting mock invoices for the State’s approval;
• Submitting mock network changes for the State’s approval;
• Testing access to the inventory management system;
• Confirming inventory and process for direct vendor support;
• The Bidder’s proposed transition plan cannot exceed 30 calendar days in duration; and
• All submissions must be in formats approved by ITS.
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SECTION 3 - PROCUREMENT PROCESS
3.1 METHOD OF AWARD
ITS will make an award for the services described in this RFP to a responsive and responsible Bidder on a
“Best Value” basis. Best Value means that the proposal that optimizes quality, cost, and efficiency among
responsive and responsible Bidders shall be selected for award (State Finance Law, Article 11, Section 163).
3.2 ADMINISTRATIVE REQUIREMENTS AND INFORMATION
3.2.1 Inquiries from Bidders
New York State Finance Law §§139-j and 139-k imposes certain restrictions on communication between
NYS and Bidders during a procurement. Bidders should submit all RFP inquiries, questions, comments, or
extraneous terms using Attachment 4 – Vendor Questions and Extraneous Terms and Conditions during the
Bidder Inquiry period. Solicitation deviations and Extraneous Terms shall be sent to
[email protected] by the deadline stated in Page ii., Key Events and Dates. Bidder is advised
that ITS will not entertain any exceptions to Appendix A (Standard Clauses for New York State
Contracts). All extraneous terms and conditions must be resolved prior to the submission of a bid and
answers to all questions, comments, bid deviations and Extraneous Terms of a substantive nature will be
provided to all prospective Vendors in the form of a question and answer document, which will be posted
on the ITS website. No other method of inquires will be accepted.
Additional information is available at: http://ogs.ny.gov/Aboutogs/regulations/defaultAdvisoryCouncil.html
Administrative issues pertaining to sending/receiving email through the designated mailbox may be
reported at (518) 473-9341.
3.2.2 Filing by Bidders of Mandatory Intent to Bid
Bidders must file a notice of Intent to Bid (Attachment 2) by the due date indicated on the Calendar of
Events. Filing a notice of Intent to Bid does not obligate Bidders to submit a proposal. Failure to submit an
Intent to Bid will disqualify a vendor from submitting a proposal.
3.2.3 Communications from NYS to Vendors
ITS has established a procurement website for the purpose of disseminating information relating to this
procurement, and vendors are encouraged to monitor the site. The website URL is provided on the cover
page of this RFP.
3.2.4 Procurement Record
ITS shall maintain a Procurement Record that documents the procurement process.
3.2.5 Building Access Procedures for Visitors and Hand Deliveries
To access the ITS office building, all visitors must present photo identification at the Security Desk and
comply with other requirements. Bidders who intend to hand-deliver Proposals or utilize independent
courier services should allow extra time to comply with these procedures. Bidders hand-delivering their
Proposals should ask the security personnel at the security desk to call the Designated Contact(s) indicated
in this RFP or the Procurement and Contracts Support Unit. Building Access procedures may change or be
modified at any time. Bidders assume all risks for timely, properly submitted hand deliveries.
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3.3 NO LATE SUBMISSIONS
All Proposals must be submitted and received by the Proposal submission dates and times specified in this RFP. Proposals received after the Proposal Submission Deadline shall be rejected.
Faxed proposals and electronic submission will not be accepted. If proposal packaging labels are not sufficient to identify the contents, ITS reserves the right to open packages for the purpose of identifying the source and contents of the package. All materials submitted by the Bidder become the property of the State of New York Office of Information Technology Services and may be returned only at the sole discretion of ITS.
SECTION 4 - PROPOSAL REQUIREMENTS
4.1 PACKAGE LABEL
All Proposals must have a label on the outside of the package or shipping container with the following information:
RFP C000474 Enterprise Network Support - PROPOSAL ENCLOSED
NOT TO BE OPENED EXCEPT BY AUTHORIZED PERSONNEL
4.2 MULTIPLE SUBMISSIONS
Bidders may submit more than one proposal for offering alternative solutions but each proposal must meet all the mandatory requirements of the RFP, be complete, and must not reference or incorporate portions of another proposal submitted by Bidder. Multiple proposals received from the same Bidder will be separately evaluated by ITS as if each proposal were the sole submission of the Bidder.
4.3 GENERAL REQUIREMENTS FOR PROPOSALS
Bidders Must submit a complete response to this RFP that satisfies the requirements set forth below. The RFP should be submitted in three separately sealed and labeled parts (Technical Proposal, Financial Proposal, and Administrative Proposal). The technical proposal shall contain 2 separate original signed hard copies, 6 exact copies, and the corresponding electronic media (1 flash drive). The administrative and financial proposals shall contain 3 separate original signed hard copies, 1 exact copy of each, and the corresponding electronic media (1 flash drives for the financial proposal and 1 flash drives for the administrative proposal). Failure to do so may render the bidder’s proposal non-responsive. A proposal check list is included in this RFP as Attachment 1.
Proposals that make extensive use of color photographs or illustrations, or that include separate brochures or marketing materials and overly elaborate embellishments, are discouraged.
All proposals submitted in response to this RFP, must be written in the English language with quantities expressed using Arabic numerals and United States Dollars ($ USD), as applicable.
4.4 PROPOSAL FORMAT AND CONTENT
4.4.1 Technical Proposal
When completing the Technical Proposal Content, DO NOT include any pricing information.
Attachment 1 – Proposal Checklist
Bidder must submit completed and signed Attachment 1 – Proposal Checklist.
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Attachment 7- Firm Offer Letter
Bidders must submit Attachment 7 - Firm Offer Letter and Conflict of Interest Disclosure. A Bidder Representative authorized to make contractual obligations must sign the Firm Offer Letter and Conflict of Interest Disclosure. All requested information needs to be included.
Attachment 18 – Technical Proposal Form
Bidders must submit Attachment 18 - Technical Proposal Form.
Part 1: Technical Proposal Overview and Corporate/Business History
Bidder must provide a brief corporate/business history including general mission statement, number of personnel and other general information about the firm, as well as a technical proposal overview. Limit response to 5 pages.
Part 2: bidders experience
The Technical Proposal must demonstrate to ITS that the Bidder can successfully undertake and complete a project of the scale and scope set forth in this RFP. Complete the Bidder’s Experience form to describe its company background and pas experience in the Technical Proposal. Limit response to 25 pages
Part 3: Staffing
Bidder must provide a concise narrative description of how the Bidder proposes to provide the services as fully described in this RFP, including methods, strategies and resources to be employed for the titles provided in the RFP, or their equivalent, and to provide person-hours and expertise of Data Communication & Networking Professional Services required by ITS. Bidder must describe the process by which they will provide training to new and existing personnel on specific equipment and technologies deployed or planned to be deployed in the ITS network. This training is necessary for the successful completion of professional staffs’ duties over the term of their contract.
Attachment 20 - Minimum Bidder Qualifications
Bidder must submit verification of minimum requirements as noted above in “Section 2.1 Minimum Proposer Qualifications”. Bidder must complete and sign Attachment 20 – Minimum Bidder Qualifications. Failure to meet the minimum bidder qualifications will result in Proposal disqualification.
Attachment 21 – Bidder and Subcontractor Customer References
Bidder must provide references for at least three similar projects. If subcontractors are being used, a minimum of one reference must be provided for each subcontractor. The Bidder should provide contact information for its client references for projects described in its Technical Proposal.
Attachment 24 – Key Personnel Forms
Bidder must identify and provide Key Personnel Forms for the 1 proposed Operations Manager - Data Center Network (DCN), see Section 2.4.7.
4.4.2 Cost Proposal
Attachment 7, Completed, Signed, and Notarized Firm Offer Letter and Conflict of Interest Disclosure
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Attachment 22 – Financial Proposal Worksheet
Proposer shall submit a completed Financial Proposal Worksheet (Attachment 22) in a separately
sealed package within the proposal submission, which must be clearly identified as the cost
proposal. Each item must be complete, with no lines omitted. Proposer shall not provide
alternative pricing or deviate from the Cost Proposal Form. Alternative pricing methodologies will
not be considered and may result in the rejection of the proposal.
4.4.3 Administrative Proposal
Attachment 1 - Proposal Checklist, completed and signed
Attachment 5 - NYS Required Certification
Attachment 6 - Consultant Confidentiality and Non-Disclosure Agreement
Attachment 7, Completed, Signed, and Notarized Firm Offer Letter and Conflict of Interest Disclosure
Attachment 8, Completed Lobbying Forms All-in-One
• Completed and signed Offeror’s Affirmation of Understanding of and Agreement pursuant to State Finance Law §139-j (3) and §139-j (6) (b)
• Completed and signed Offeror Disclosure of Prior Non-Responsibility Determinations
Attachment 9, EEO 100 – Equal Employment Opportunity Staffing Plan, completed and signed
Attachment 10, Completed and signed MWBE 100 - MWBE Utilization Plan
Attachment 11, Completed Minority and Women-Owned Business Enterprises and Equal Employment Opportunity Policy Statement- Form # 4
Attachment 12, Completed and signed New York State Consultant Services Contractor's Planned Employment, Form A
Attachment 14, Encouraging Use of NYS Businesses in Contract Performance
Attachment 15, Contractor Certification to Covered Agency, ST-220-CA, completed, signed, and notarized
• C-105.2 (Certificate of NYS Workers' Compensation Insurance Coverage): Contact your insurance carrier or licensed NYS insurance agent for this form OR
• U-26.3 (NY State Insurance Fund Certificate of Workers' Compensation Coverage) Available from the NYS Insurance Fund OR
• SI-12 (Affidavit Certifying That Compensation Has Been Secured): Board-approved self-insurers must obtain this form from Board's Self-Insurance Office OR
• GSI-105.2 (Certificate of Participation in Workers' Compensation Group Board-Approved Self-Insurance): Employers must obtain this form from their group self-insurance administrator; OR
• WC/DB CE-200, Certificate of Attestation of Exemption from New York State Workers Compensation and/or Disability Benefits Coverage. Request through the Workers’ Compensation Board website.
• DB-120.1 (Certificate of Insurance Coverage Under the NYS Disability Benefits Law): Contact your insurance carrier or licensed NYS insurance agent for this form OR
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• DB-155 (Compliance with Disability Benefits Law): Board-approved self-insured employers must obtain this form from Board's Self-Insurance Office OR
• WC/DB CE-200, Certificate of Attestation of Exemption from New York State Workers Compensation and/or Disability Benefits Coverage: Request through the Workers’ Compensation Board website.
Attachment 20 - Minimum Bidder Qualifications
Attachment 21 - Bidder and Subcontractor Customer References
Attachment 26 – Vendor Assurance of No Conflict of Interest
Attachment 27 – Compliance with HIPAA and HITECH
Attachment 28 – Use of SDVOB Certification
Attachment 29 – Affirmative Statements
Attachment 30 – Foil and Litigation Disclosure
Bidder must identify the location of compliance with specific RFP Requirements in the Bidder’s Proposal
as well as certify the Bidders understanding of the RFP requirements and compliance to those
requirements.
4.5 EVALUATION METHODOLOGY
The evaluation process will be conducted in a comprehensive and impartial manner. The Technical Proposal will be weighted at 60%, and the Financial Proposal will be weighted at 40%. There will be no points awarded to the Administrative Proposal.
4.5.1 Proposal Completeness Review
After the Proposal opening, each proposal will be screened for completeness and conformance with the RFP requirements. Proposals that do not meet the RFP requirements may be deemed non-responsive, removed from further consideration, and the Bidder notified accordingly. Proposals that pass will proceed to the Technical Evaluation.
4.5.2 Minimum Qualifications Evaluation
Proposals submitted by Bidders will be evaluated on a Pass/Fail basis to determine whether they satisfy the RFP’s minimum qualifications. Proposals that fail to meet the minimum qualifications will be deemed non-responsive, will not be further evaluated, and the Bidder will be notified accordingly. Passing proposals next proceed to the Technical and Financial Evaluations. Bidders may still be disqualified if it is later determined that the Bidder did not meet all the RFP minimum qualifications and should not have qualified to move on to the Technical and Financial Evaluations stage.
4.5.1 Technical Proposal Evaluation
The Technical Evaluators will independently score each Technical Proposal to calculate the Technical Score for each responsive Bidder.
4.5.2 Financial Proposal Evaluation
The Financial Proposal evaluation will be based on a maximum score of 40 points which will be allocated to the proposal with the lowest price. All other responsive proposals will receive a proportionate score based on the relation of their Financial Proposal to the proposal with the lowest price, using this formula:
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Financial Proposal points awarded = points x (Lowest Price Financial Proposal/Price of Proposal Being Evaluated)
4.5.3 Final Composite Score
A final composite score will be calculated by adding the Technical Proposal points to the Financial Proposal points. The Proposals will be ranked based on the combined scores. The Bidder with the highest score may receive a tentative award, subject to successful contract negotiations and approval by the Attorney General and Office of the State Comptroller.
Should more than one Bidder get the same total score, the tie will be broken using the Financial Proposal score. When price and other factors are found to be substantially equivalent, ITS will select the winning Bidder at its sole discretion.
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APPENDICES
Appendix A – Standard Clauses for New York State Contracts
Appendix B – Reserved
Appendix C – ITS Standard Contract Clauses
Appendix D – CJIS Security Policy
Appendix D1 – CJIS Security Requirements and Certification
Appendix E – Contract Clauses Unique to this RFP
Appendix F – EEO 101, Workforce Employment Utilization/Diversity Compliance Report
Appendix G – MWBE 102, Quarterly MWBE Compliance Report